Complaints

• Initial Complaint

  12/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Planet Fitness refused to allow cancellation of a monthly subscription before the next billing cycle, resulting in an unnecessary charge despite providing ample notice. Details: My wife (****** ******) signed up for a monthly subscription at Planet Fitness in *********, ID, while we were temporarily living there. The account stated it was a monthly subscription charged monthly, and we always planned to cancel before the next billing cycle since we were relocating to ************, **, where the closest Planet Fitness is ***** miles away. As our move approached, my wife checked her account and saw that the next billing date was 12/16. She went to the ********* location on 12/12 (four days before the renewal) to cancel her membership. However, she was told she could not cancel and that we would be charged for the next month, even though the current month had not yet ended. Despite explaining that we were moving and wouldnt be near a Planet Fitness, and that we hadnt yet been billed for the next month, the staff refused to process the cancellation or prevent the charge. When the charge processed on 12/16, they also refused to issue a refund. Desired Resolution: It is unreasonable and unfair for Planet Fitness to refuse a cancellation request made prior to the next billing cycle and while the current subscription period was still active. We are requesting a refund for the charge made on 12/16, as we no longer reside near a Planet Fitness location and attempted to cancel in good faith prior to the renewal date.

• Initial Complaint

  05/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Dear Better Business Bureau,I am writing to file a formal complaint against Planet Fitness regarding their failure to cancel my membership despite multiple attempts over the past three years. My ongoing efforts to terminate my membership have been met with indifference and neglect, leaving me frustrated and dissatisfied with the level of service provided by the company.Despite numerous conversations with employees at the ********, ***** location and assurances that the matter would be addressed, I continue to be billed monthly for services I no longer wish to utilize. Despite repeated requests for assistance, I have yet to receive any resolution to this matter.It is my belief that Planet Fitness's failure to address my concerns constitutes a breach of their contractual obligations and demonstrates a lack of regard for the well-being of their customers. I urge the ********************** to investigate this matter thoroughly and take appropriate action to ensure that Planet Fitness adheres to its obligations and provides adequate customer service to its members.Furthermore, I respectfully request that any monthly charges and fees incurred over the past three years be refunded to me promptly.Thank you for your attention to this matter. I look forward to your prompt response and resolution of this issue.Sincerely,********************************* ************ *********************

• Initial Complaint

  03/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I canceled my planet fitness membership 7 days before my new **** period, and they said because it was so close..they had to charge me for the full month of February (I physically came in and canceled my service on 2/10, signed documentation and left - my **** date is the 17th of every month) just checked my bank account - getting charged for March also and it seems they have no employees because no one answers the phone. When someone did answer, they stated that the paperwork was not filed and they are still going to change me for Feb AND MARCH and my service was not canceled.

  Customer response

  03/23/2022

  
  I physically came to Planet Fitness located at *********************************************************************** to cancel my membership on 2/14/22. I scanned my card prior to speaking with an agent who then processed my cancellation (please see the check in history for agreement number 0613815042). At that time, I spoke with an employee and filled out all appropriate paperwork. I was told that I still had to pay for the entire month of February because my new **** would process in 3 days. I was frustrated with being forced to pay one full month that I would not have access to service, when I had requested cancel services prior to that entire month. The person that assisted me indicated that I could throw away my card and additional payments would not withdraw. The cancellation was not processed. When I contacted your store, the person who answered indicated that unless I can show an email confirming cancellation, then I would need to start that whole process over, and I am now being charged for March, and it was valid. I am requesting to have my account cancelled and a refund for the entire month of February (**** date 2/17-3/16) that I did not use, and the month of March that was charged inappropriately. I have provided screen a jpg of the check in history, and the account showing in active status. I did also post a complaint on ****** reviews, and was prompted to send an email to ****************************************** which I did, and have not received a response. 

  Business response

  04/14/2022

  *************************
  District Manger 
  Planet Fitness ******** 
  4235 ***************
  ********, **
  
  On 02/14/2022 *********************** came into her home club in ******** to cancel her gym membership. At the time of cancellation, *** was informed she would still be charged for 2.17.2022 payment. In order to stop monthly billing, cancelations but be done by the 10th of the month.  After informing *** of the cancelation policy, staff attempted to cancel her membership. By accident staff cancelled another members account with a name that was very similar to Amys. Therefore, *********************** membership was never cancelled in our system resulting he being charged for March dues. *** called and spoke to the General Manager on 03.25.2022 inquiring about the charges on her account. The General Manager reviewed Amys account and caught the error, he found on the cancelation recap for 2.14.2022 that the name was not correct and that *********************** account did not get canceled. The General Manager apologized for the mix up and cancelled Amys membership. We issued a refund for the March dues that *** was charged by accident on our part. 
  
  Thank you,
  Dominique Cox 
  District Manager 
   
  

  
  

*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. ↩