ComplaintsforPlanet Fitness - Kendall

• Initial Complaint

  01/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  I joined Planet Fitness club #***** as a minor on 11/21/2022. On 5/22/2023, I went to Planet Fitness for the last time and canceled my membership in person with a male staff member at the front desk. I thought I was done with Planet Fitness until 1/2/2024 when I noticed a charge on my bank account for $41.73. I then checked the rest of my statements and noticed that PF continued to charge the membership fee after I canceled on 5/22/2023. I called Planet Fitness on 1/12/2024 and was told that I needed to come in person to speak to a manager and cancel in person, but that a manager wouldn't be available until Monday 1/15/2024.On Monday 1/15/2024, I went in person to cancel my membership for a second time and asked for a refund of all the fees paid after 5/22/2023, only to be told by the person at the front desk that they couldn't process a refund only cancel the membership. To add insult, I was informed I'd be charged for another month for not canceling on time. This is completely unethical. I asked to speak to the manager, but I was told they were on lunch break and unable to come out, supposedly the manager confirmed the information the person had provided.I insist on an immediate full refund for all post-cancellation fees 6/20 $10, 7/17 $10, 8/17 $10.70, 9/18 $10.70, 10/17 $10.70, 11/17 $10.70, 12/18 $10.70 and the annual fee of $41.73 on 1/2/24 for a total of $115.23. Your records will show my gym attendance ceased after 5/22/2023. Failure to resolve this issue will force me to involve the ******* Office of the Attorney General and the ************** of ******** Protection. This unnecessary difficulty is absurd, and I expect a swift resolution. Email me at the provided address.

  Customer response

  01/16/2024

  Hello, the Planet Fitness is located in *****, ******* at *****************************************. I am attaching all of the charges up to January 15, 2024 and the cancellation notice, but please note as stated on my complain that they said that I will still be billed for an additional month which is insane and this charge is not reflected in my attachment as it still hasn't come in. Thank you for your help.

  Customer response

  01/17/2024

  Attached is a screenshot of all of the Planet Fitness charges so far.

  Business response

  02/07/2024

  Hi ****.

  Unfortunately we just received this message now. We will be contacting our team, and then they will give you a call. 

  Thanks,

  Marketing

  Customer response

  02/15/2024

   
  Complaint: 21149292
  
  I am rejecting this response because: To date, nobody has contacted me on this matter. If i dont receive a resolution soon, I will be forced to contact the state attorneys office. Keep in mind I was a minor when I was continuously charged each month after I cancelled my membership.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  11/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I've been a member of planet fitness for more than 2 years. In 2022, I've send 2 letters to cancel my membership since they can't do it through phone or email. They claimed to not have received it. This escalated to a BBB issue. My girlfriend sought out to cancel both our memberships and succeeded. I have recently found out that my account is being charged until today. I communicated this to the store and they refused to help me. They requested I send another certified letter but this is not a process I trust anymore. They can easily say they don't have it or it's not approved or enough. The manager I spoke to on November 2, 2023 at 19:00 refused to leave me his name. At this point I no longer care for compensation. I just want planet fitness to stop billing me. I cannot go in person since I live in *******. I'm also a commercial truck driver over the road so this process is very complicated for me since I'm far away from *******. I just ask for this membership to be cancelled. I do not know what else to do.

  Business response

  12/13/2023

  Good morning, 

  Your account will be cancelled, and a regional manager will be reaching out once this is complete. 

  Thank you!

*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. ↩