ComplaintsforPlanet Fitness (Palatine)
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Complaint Details
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Initial Complaint
04/05/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I signed up for a membership for one month. The gym at my condo was being worked on, so I only needed one month of membership. After a month I stopped going. They kept charging me. I called today and the general manager *** refused to help me. He said that we dont do one month memberships. he also said that he would not refund my money. Regardless of whether or not, they do one month memberships, I was promised that I would have a one month membership. They are essentially stealing money from me and refused to help me. I had to go in and physically cancel my membership today. they have been taking my money without me realizing it and are not willing to refund it. This is theft in my booking on terrible way to run a business.Initial Complaint
10/18/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
After a series of emails and phone conversations, I canceled my gym membership in person on 1/26/2022. I spoke with the employee at the front desk, who agreed to cancel my account but apparently did nothing to execute my request. When I discovered their error in October 2022, the Palatine club was unwilling to admit their error and unwilling to offer any sort of refund. The club has acknowledged that this same problem occurred with dozens of customers during the same period (also noted with dozens of social media complaints). The club has acknowledged a complete staff turnover in the past six months (new manager and all new employees). But the club has not acknowledged any responsibility to refund my payments. The current manager was unwilling to escalate my concern and refused to give me the name or contact information for anyone who could help me (a refusal that he phrased in condescending language). The store manager referred me to an online contact form, which resulted in an automated response and no action.Initial Complaint
03/21/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I canceled my gym membership, in person, on 2/1/2022. I walked into the health club on the aforementioned date around 12 PM and canceled with the employee at the front desk. On 3/18/2022 I noticed bank charges of $23.06 on 2/17/22 and 3/17/22 (document attached). When I called the club, I informed them that there must be an error. The manager, *******, said I was the one who was mistaken. I told him what date and time I came in and that he could verify I was in the club cancelling my membership but he said that wasn't proof of anything and refused to help. Would not assist with a refund and would not let me talk to anyone else or provide a customer service phone number. He did cancel the membership over the phone but that was all. I started chatting with their ************ response team on ******** messenger on 3/18/22. They asked if there was a cancellate form posted on my online account. There was none (screenshot attached), even though my membership was now cancelled. They found that to be "odd". Seems to be very credible evidence that they could be having system issues. On a side note, their ******** page is riddled with members complaining of having very similar experiences to the one I'm having. This looks to be a pattern for Planet FitnessInitial Complaint
02/17/2022
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Me and my wife had joined Planet Fitness - Palatine, IL. When we joined on Dec 11, 2021, there was a 60 day promotion going on and we were told that there will not be any other charge besides the monthly $10 charge. If we decide to continue after Feb 11 2022, there will be a $39 annual fee. We came to the center on Jan 31st 2021 and cancelled our membership and the guy who did the cancellation told us very clearly that the $39 fee will not be charged. Well, next day we were charged with $39 x 2 This is not fairI spoke with the Manager ********************************* and he said that there is nothing he can do about itI need you refund me the $78 that is charged to my bank account
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Customer Complaints Summary
4 total complaints in the last 3 years.
0 complaints closed in the last 12 months.