ComplaintsforPlanet Fitness

• Initial Complaint

  09/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I've been attempting to cancel my membership since March. I contacted PF online via their contact us & spelled out my reasons. When they said I had to write a letter to the club I asked them to send me a copy so that I didn't have to rewrite it. I've been pretty unhappy with the ************ since Jan 2023 & it progressively got worse around June of 2023. I've been a member for many ********* know that covid changed things in the industry but it's continually gotten worse.You walk in - the front desk are either watching ******* videos, eating something fried or they're outside vaping OR they're chatting with their significant other at the desk, or in random locations throughout the gym. One of the times I used the massage chairs I walked into the area on a front desk person making out with their partner. They don't clean, they don't refill solutions and they don't monitor the gym. I shouldn't have to ask if the front desk can ask someone to stop recording in an area so I can walk by a machine. Our annual fees were used for a major facelift - but the club has been neglected due to staff and it's dirty. Over the years - I've paid my annual and monthly dues and I feel extremely disappointed at what the club has become. I'm requesting this year's dues from January until now refunded & my membership cancelled. I've reached out numerous times - telling me to attempt to cancel online - I did that - it was not previously honored. I've attempted to have my complaint escalated to TG3.tried It's been ignored. I was sent a cancellation document but was then charged again.

  Business response

  09/13/2024

  Hi,

  This complaint was reviewed previously by upper management and determined that a refund was not appropriate in this scenario. There was no communication received by the club for a request to cancel. As her complaint states she never submitted the requested letter to the club requesting cancelation. When communication was finally received by the club her membership was canceled on 8/20/24. Her last bill was processed on 8/17/24. This proves her claim that she was charged after cancellation was incorrect. Her claims about the condition of the club are also false as I personally oversee the cleanliness of the club on a monthly basis and it has been exemplary. That also has no barring on the cancelation process of the membership in question. This process is clearly listed on her membership agreement that she had access to. Given the circumstances listed above it is still our decision to not move forward with a refund of the membership dues. Her membership has been canceled as of 8/20/24 and has received no further charges. 

  Customer response

  09/13/2024

   
  Complaint: 22276482
  
  I am rejecting this response because I have continually reached out to attempt to cancel. The club and employees may have been remedied since my complaint but were not during that time. In the initial email from the manager: "I had received your email and was wanting some additional information in regards to your complaint to see whom it was to get these issue corrected.
  
  I happened to look into your membership and had noticed that the last time you had checked in was back in March of this year. Was the issue around that time or was it more recent?
   
  I apologize about the issues that you had experienced as listed in the member survey and would love to help resolve the issues as soon as possible. " 

  The manager even noted the last time I was in the club. 

  I am holding firm that I want all dues and membership fees paid as of Jan 1 2024 refunded. I've been a loyal member for close to 10 years - paying all dues and fees. The club and it's employees have majorly declined since 2020. The female toilets are so poorly maintained that they had car airfreshners hanging, 

  
  Sincerely,
  
  ***********************************

• Initial Complaint

  04/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I am respectfully complaining because a membership has remained active for a year and a half without my knowledge. (This knowledge means that I had attempted to cancel the membership prior to when there was a balance of $237.78. This also means that there are months when I had never utilized the facility while the account is being charged). There is a balance of $237.78 concerning a membership that I had never utilized. I had provided verbal notice to cancel. Also, another location had provided false information to me upon inquiring of its membership. (I have attached and highlighted in the complaint that I am claiming is false. I am also respectfully requesting that the business please stop making the statements highlighted). A worker named ***** with Autism Spectrum Disorder had stated false information about me. I had disclosed my disability and its requested accommodation(s). ***** did not accommodate this alongside stated false information about me. *********************** had won a $9.4 million case against Planet Fitness. The business is liable for wrongful termination and fraud. I feel the same way **************** does. (Currently, the business is being sued by another member: ******* v. Planet Fitness, 2:23-cv-00195).The business is unfair and deceptive because a membership was not cancelled upon request a year and a half ago. There is a balance concerning a membership that was never utilized. I had made clear what my disability is and its accommodations prior to registering. I was told that the location would accommodate me. Also, ***** has Autism and not to worry about him if he causes me any issues. I am aware of the night manager's disability (*****) while consulting Planet Fitness. I was not provided the accommodation I addressed prior to registering. ***** stated slander; the slander is that I deliberately did not leave when asked. This was because I was in the locker room where my two gym bags are. After doing so, I am now filing a respectful complaint. Another unfair and deceptive practice is expressing that what one worker expressed was allowed: another expressed as a policy violation. Planet Fitness had provided me a gift card. There is lack of understanding as to why the *****, **, location would act the way they did toward someone completely new to the state. The experience was not welcoming at all. This is, especially, because I was kind to the business prior to signing up for a membership.In addition, ******************************************************** is no longer a valid address due to a relocation. No address is listed for this reason.

  Customer response

  04/25/2023

  1) *********************************************************************. - and - 2) *************************************************************

• Initial Complaint

  03/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Have been trying to cancel for months. I refused to go in to the location because they werent following COVID guidelines and staff never wore masks even when it was required and the gym had signs telling us to. I was contacted by the ** ***************************** and was told to fill out a form and send it back. Ive done it multiple times and to different email addresses.

*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. ↩