![Not BBB accredited](https://m.bbb.org/terminuscontent/dist/img/non-ab-icon__300w.png?tx=w_120)
ComplaintsforPlanet Fitness
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
04/14/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I went in to cancel my membership. The employee did complete my request however stated that I had to pay an additional month. She stated that you have to cancel by the 10th of the month. I told her it was the 10th of the month. I told her the language in their contract which I was abiding by didnt state before the 10th. They still want me to pay an additional month even though I pointed out their error. She stated that she contacted the district manager and he refuses to not bill for the additional month. I was told he would contact me in the next couple days. I asked when he would contact me and she gave me the hes really busy and she didnt know yet she was able to speak to him on this matter. They are not abiding by their contract and want to charge an additional month. I dont feel thats fair especially since they told me my account was gonna be good through the end of that period and before I walked out of the club they had already disconnected my account in the app. These are shady business practices that I believe need to be addressed.Business response
05/11/2023
On April 10, 2023, member ******************* came into the ******** ** Planet Fitness location inquiring about how to cancel his membership. There was a slight misunderstanding regarding the last day to cancel, and the team member who assisted ************ accidentally entered the wrong date into the last bill dateportion of the cancellation document. The membership was still cancelled that day, just in time to avoid being charged for an additional month. Mr. ***** customer statement does include a few discrepancies, including his statement claiming that the district manager would refuse to not bill for the additional month. Since he cancelled his membership on the 10th of the month,the last day to cancel, he was not billed for an additional month on April 17th,2023, and he does not have any future invoices. Attached is a copy of Mr. ***** invoice history to review at your convenience.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
BBB Rating & Accreditation
This business is not BBB Accredited
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.