ComplaintsforPlanet Fitness

• Initial Complaint

  01/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  **** is the manager at the Kirkwood location in **. My first interaction was hearing him tell other employees "If someone asks for me tell them I am not here, even if I am not doing anything". One employee stated that he prides himself on being a narcissist and this behavior is common. He has lied to me about charges/dates as you can see in the files I presented, he has lied about his identity to avoid addressing issues of concern, he has lied or rather denied exchanges to avoid coming to a resolution, he accused me of calling to make a complaint after he sent back to back messages about improving his rating, he called and left an intense message because he did not receive a rating that was fitting for him and he told me in a very angry and disrespectful and he followed up via email and I later called to address the behavior. Both **** and staff refused to give me upper managements information. **** stated that he would not contacted upper management because "I have to do that and I am not going to contact him". After a back and forth he agreed but it was to get me to leave and he kept his word on not resolving the issue. I requested to cancel via email and I was charged because he did not acknowledge my email so I went in person. I was charged four times in a matter of two months, I received additional fees although he stated he would change my card to the primary method on file, he claimed that my account was charged additional fees because ACH was a requirement as primary although I initially paid by card, I was charged over the base rate in my contract, I had to report cleanliness issues and I engage the staff versus the other way around. I believe my rating was too generous and in retrospect. I am requesting a refund and for this behavior to be addressed (management and staff are young and inexperienced which lead to half stepping and carelessness). Someone with more experience should monitor their work ethic.

  Business response

  01/04/2023

  Hello and thank you for your message, we would be happy to assist further. After using the customer's information provided, we were unable to locate a Planet Fitness membership within our franchise based in ******, **. This may be because the membership originated at a location outside of our franchise and therefore, we would be unable to view membership details. We were able to contact ************ *******, ** Planet Fitness location and confirm your membership was with their franchise. We have notified their management team of your concerns and recommend to follow-up with your home club location by calling ************ as they are able to see your membership details and may be able to assist further. Please let us know if you have any questions. Thank you!

  Customer response

  01/04/2023

  Complaint: 18640071
  
  I am rejecting this response because I want to file a complaint with the correct location instead of close the case as resolved.
  
  Regards,
  
  ***************************

• Initial Complaint

  09/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have tried since last year to cancel/close my account with this Planet Fitness location. I had spoken with a customer service representative last year, in 2020 when COVID had hit its peak, explaining that I would have no need for the membership with the way COVID was at that time - mind you, this was a new location and wasn't even completed or open yet by the time COVID started in March/April. I had followed the representatives' instructions using the website and believed that I had cancelled my membership, until I started to be charged this year in January 2021. I reached out again to the location directly since they were now open as a new location and following the phased reopening with COVID restrictions. However, the lack of customer service and accountability shows from headquarters to the branches directly as I was still unsuccessful in discontinuing my membership. I'm asking for a refund of $140.35 for 7 months of charges at $20.05 each month.

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