ComplaintsforPlanet Fitness

• Initial Complaint

  03/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I've never been treated this poorly by a "reputable" business. Jan. 2022, I joined Planet Fitness to force myself to exercise. I joined for $10 sign-up / $10 monthly. I was also charged an annual membership fee - seemed reasonable. Fast forward to Sept 2022 and I've still not made it to the gym (working two jobs / special needs mom). I made a last ditch effort to keep the membership so after getting off work around midnight, I entered the building for the first time. A young man gave me a tour. I was excited initially but after walking around I realized it was not for me. I advised that I just needed to cancel. I was asked if I was sure and I advised that it just wasn't going to work out. He said okay, advised that he understood, entered something in the computer and told me to have a nice night. Since I signed up completely online and since he had to help me "check in" that night, I didn't think anything of it. Fast forward to last week when I received a collections call saying I wasn't canceled and my account was past due. I told the person that I had no idea my account was still being drafted. After several calls and emails, they told me to call the home club. Today, I called and spoke with the most arrogant and condescending man ever. We went back and forth and I finally told him that I wasn't asking for a refund for the months billed after Sept., just not to be billed, to clear this $72 membership and fees, and to close the account. I advised I've never worked out there and only checked in once. He told me to come in and cancel but the "policy" wouldn't allow me to be canceled until the bill was paid. So... we're in a recession, but you'll keep billing me instead of closing? Do you know what he did???? He checked me in today, like I actually came in to work out! Just shady and a way to justify charging me. I now see why the BBB rating is so low. Super easy to sign up from home but 6 phone calls and an in-person visit later and still can't cancel. Shame on you!

  Business response

  04/11/2023

   

  This person is complaining that her membership was checked in when she called to speak to a staff member about it. She's saying we are being "shady" by doing this, not realizing that this is just the way our system works. You will also see her membership checked in today (04/11/23) because I had to pull her account up to take a look at it. There is no way around checking the member in to pull their account up.

   

  Attached you will find the following documents.

   

  1: Member check in history, just showing that the membership has to be checked in every time it's inquired about

  2: Membership agreement. Highlighted you will see cancellation policy. Member did not follow cancellation policy. She did not sign a cancellation document to stop all payments

  3: Members invoices showing that we attempted to bill her multiple times through her checking account and received an error of "Insufficient funds." The member would be aware of us inquiring into her bank account, giving her ample opportunity to reach out to the club, back in September or before to cancel the account the proper way and ask why her membership was still being billed.

  4:  The member's notes provided by our billing company. In these notes you will see highlighted communication sent directly to the member from the billing company. Highlighted you will see where the member was sent text messages about her account and on March 7^th (highlighted in purple) she sent a "stop response" to the billing company to stop communications.

   

  Due to all of the above, all of the dues cannot be waived that were owed. The club is willing to waive the late fees. Currently she owes $93.43, but the club is willing to settle for $41.50.

  Thank You,

   

  ***** *******

   

  ************

  Business response

  04/20/2023

  Membership has been cancelled.

  Customer response

  04/20/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Regards,

  ****** *****

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩