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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
06/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
In February of 2021 I went into the planet fitness location where I used to train at and cancelled my membership at planet fitness here in ***************** on *********. I sign the document regarding cancelation To my knowledge I thought it had been cancelled. But 3 years later I looked at my monthly banking statement and saw that there was a planet fitness fee being taken out of my account. I called up the location and they stated that I have to come back in and cancel it again. This was unfair to me as a customer and has caused a great deal of financial hardship for me and my family.
Business response
07/01/2024
Hello,
Thank you for bringing this to our attention. This membership has been cancelled as of 6/19/2024.
For the account under R *******, there is no confirmation or record of a cancelation on file. Membership was frozen back on 2/1/2021 for one month and then billing resumed on 3/17/2021.
Due to this, we would be unable to provide a refund. If proof of a cancelation can be provided, we can look into a refund for the account.
Initial Complaint
05/29/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I have went to Planet Fitness to cancel my membership and the gentleman said that he could not cancel the membership because my account would not sync. I then called the manager to let her know about the situation she said that she has never seen this before and that she would reach out to the district manager of planet fitness and give me a call back it has been two or three weeks the account still has not been canceled nor have I received a call back. I have tried calling *** financial to have this resolved and unfortunately they could not cancel the membership and said I would have to go to Planet Fitness I no longer want to be charged for this membership and I would like this canceled ASAP.Customer response
06/09/2024
I have not heard from the business in response to my complaint.Business response
06/10/2024
Hello,
Thank you for bringing this to our attention. We can confirm there is an issue with the membership sync within our billing system. We have reached out to *** Fitness Solutions who we partner with to resolve this issue. That way we can move forward with a cancelation of the membership for V ***** and we can process a refund for the months of May and any fees in June of 2024.
Let us know if that helps resolve this!
Customer response
06/10/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*************************Initial Complaint
05/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I joined this gym because the advertising , including local radio,says they offer free personal training in small groups. The on line app offers a schedule for classes with the trainer that I can sign up for. Groups of 5 or less. Perfect. Except when I get to the gym theyre oh we dont do that here. We dont have a personal trainer. Im like, but I just booked it online I can show you the confirmation on my phone. Yeah, I know it looks like that, but we dont do that. We dont have a personal trainer. I say, but all your advertising says you offer free training. Thats why I joined. Oh well we dont do that here. Actually I dont know of any planet fitness around here that has a trainer. Was told maybe I could cancel and get a refund, took my number so he could speak to someone about it. Never heard back.Business response
05/23/2024
Hello,
Thank you for bringing this to our attention. We apologize that you have had a negative experience in our club for not having a fitness trainer available.
We will move forward with processing a refund for the two monthly dues totaling $50.10 as well as the startup fee of $5.94. The membership reflected no usage.
We can move forward with a cancelation and refund if this considers this matter resolved. We will work with our Dracut team to bring on a trainer and hope to see you back in our clubs when you see fit!
Initial Complaint
05/08/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Ive been numerous attempts to cancel this membership as I no longer live in the area, but if they continue to ask me to make payments and continue to deduct payments monthly. Ive been trying for a while over a year to get this canceled It looks like we may have canceled the membership but not 100% sure but I tried to tell me I still owe money. I absolutely do not owe money as this should have been canceled over a year agoBusiness response
05/17/2024
Hello,
Thank you for bringing this to our attention. We can confirm there is a cancelation that was processed on 5/8/24, cancel document sent to email on file.
The membership was canceled with a balance of $234.32. We have waived the balance to allow ***** to return as a member if chosen to do so with new billing info provided upon rejoining.
We hope this helps and considers this matter resolved.
Initial Complaint
03/29/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Hello, I'm filing a complaint against Planet Fitness to get a membership refund of $49. I went into the Planet Fitness ( ********** ************) on 2/29/2024 and told them I was thinking of canceling my membership and going on my wife's membership (she has the black membership card where you can bring a guest). They said no problem just come in when you want to cancel. I went back on 3/1/2024 because I saw they took $49 annual membership from my bank account. I asked to get a refund on the $49 because I wanted to cancel membership. They said no it's too late can't do it. I since have called the Planet fitness corporate office 3 times and each time they said under the circumstances they should be able to give me a refund. They said someone would call me back within 3 to 5 days. They said this to me each time I called and I never received a call back from them. The corporate office number I called was **************. I called again today 3/27/2024 and I hung up because I was on hold for over 30 minutes. Please help me get my $49 back. Appreciate your help and thank you ****Business response
04/02/2024
Hello,
Thank you for bringing this to our attention. We apologize for any negative experience with canceling your membership. After review, we will be issuing a refund of $49 for the 3/1/2024 annual fee invoice. We can also confirm the membership was cancelled and no other fees will be charged.
We hope this helps and considers this matter resolved! Here for any other questions or needs.
Customer response
04/02/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***************************Customer response
04/08/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
my case was closed but I have not yet received a refund of $49 from Planet fitness as promised
Business response
04/08/2024
Hello,
Thank you for following up. The refund typically takes 5-7 business days to process. I have double checked with the billing department; *** Fitness Solutions and it is being processed. We can confirm the refund was submitted.
Hope this helps!
Initial Complaint
03/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I went into the ******* location where I bought both mine and my sons memberships and canceled both of them in September of 2019 during covid. Fast forward to last week when I had to go through the past 5 years of bank statements and saw that planet fitness has been charging my bank account since I went in and canceled. I immediately went into the ******* location and asked them what was going on and they told me that the previous manager (who was fired) had only canceled my membership and not my sons which they told me both were canceled when I originally canceled. They told me there is nothing they can do for me and then told me to call *** billing. *** billing said the gym is the only one who could help me. Then I emailed headquarters and they called me after several emails. The woman (*****) I spoke to told me she would call the next day with answers and never did. I emailed several other times with no help.I have been charged over $1,000 since sept of 2019 after I was told both memberships were canceled. It is impossible to get someone to help. They just all give you the runaround.Business response
04/02/2024
Hello,
Thank you for bringing this to our attention. I have been able to look up an account for B Lehy and can confirm it has been cancelled since 9/22/2020. Need member assistance to locate the membership for ************** son. Please have the member provide full name and date of birth so we can locate the account to better assist.
Look forward to hearing back.
Customer response
04/08/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as ***************************** name is *****************************. I had canceled both of our accounts the same day and apparently they failed to cancel his membership. Then I find out they froze it and the signature on that isnt mine or his. So I would like the money that was taken from my bank account for the past 4 years refunded I have all the paperwork showing he didnt step foot in the gym til he went in to start a new one. They asked for his debit card to do it and because they never canceled his membership when I went in and asked them to my bank account was still on there as a primary account so they continued to keep charging me
Business response
05/17/2024
Thank you for providing the updated information. We were able to locate ********* membership. Comparing the memberships for C ******* and B ****, C ******* was frozen in October of 2020. B Lehy was cancelled in September of 2020. There is no proof of cancelation on file prior to the one we have on 3/18/24. The account for C ******* also has usage logged in 2022.
We can confirm the account has been cancelled and no billing has occured since March 2024.
We would not be able to provide any refund at this time.
We can provide a copy of dues paid for a healthcare reimbursement of dues if your HC provider offers a reimbursement.
Initial Complaint
02/27/2024
- Complaint Type:
- Order Issues
- Status:
- Resolved
Continuing to be charged with no way to change payment method nor cance. Nor even log in.Business response
02/28/2024
Hello,
Thank you for bringing this to our attention. We have located a membership for an A ****** of which the status is active. There is no record of a cancelation on file for the membership. In order to not be charged the monthly or annual dues, the membership must be cancelled in club or via certified mail seven days prior to any of the billing dates. I have attached a copy of the members agreement for reference.
As such, we can and have moved forward with processing a cancelation. A refund would not be granted based off of the membership never being cancelled.
Customer response
02/28/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*************************Initial Complaint
02/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Purchased this membership advertised as cancel anytime while driving through *************. Used a couple of gyms the next month on the rest of my drive, but never stepped foot in this location - ever. I'm trying to cancel my membership to this gym and have been told that the only way to do so is by driving ***** miles to their location and cancel in person. I didn't sign up in person. I have never even stepped foot in that gym. I'm not driving ***** miles one way. I've had to contact my bank and placed stop payment for these guys for the future, yet... they won't cancel.Business response
02/23/2024
Hello,
Thank you for bringing this to our attention. We have located the membership for ************ our of our ******* ** location and processed the cancelation. ************** will have access to the club(s) until 3/16/2024.
We hope this helps and considered this matter resolved!
Business response
02/23/2024
Hello,
Thank you for bringing this to our attention. We have located the membership for ************ our of our ******* ** location and processed the cancelation. ************** will have access to the club(s) until 3/16/2024.
We hope this helps and considered this matter resolved!
Customer response
02/23/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***************************Initial Complaint
02/21/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Hello I have attempted to contact the business on numerous occasions over the past month. I have been getting charged for an account that i didn't set up. I have never signed a contract, yet i continue to be billed. No one from planet fitness is getting back to me and based on the other complaints i guess i am not the only one. I dont want to have to contact my bank and want this account closed immediately and to be refunded the ***** taken out of the account. Please close this account immediately.Business response
02/23/2024
Hello,
Thank you for bringing this to our attention. We have located an account for ************ in our ******** ** location. The membership was signed up for via the website with all member information related to the BBB feedback. I am attaching a membership agreement found here.
We have moved forward with processing a cancelation of the account. As for a refund of the account, we can provide a refund for up to 60 days. Refer to section 8 of the member agreement. We will process a refund of $69 for the annual fee and two monthly charges.
8. Dues, ****, Charges & Taxes
A) Payment Authorization. You have full control over the payment
authorization and can stop it at any time by notifying Planet Fitness as set
forth on the front page of this agreement. You are responsible for notifying
your bank or credit card company of any error that appears on your
statement in a timely manner. You must notify Planet Fitness within 60 days
of a claimed error on your statement.Customer response
02/23/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. Please advise me when I should see the refund and thank you for fixing this situation.
Regards,
***********************Initial Complaint
02/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Maxx Fitness changed to Planet Fitness.I was paying $15/ ** for my sons account.The Business changed names and my son was told he needed to rejoin under new name with $25/mo membership. Planet Fitness is still taking $15/no from my account. I called and spoke to the manager. She said we would have needed to fill out a special form. I told the manager that we asked if we were all set once rejoining and was informed we were. The person at the desk at the time never informed ******* special form. Manager will not refund the $15. This MUST be happening several members and it infuriates me based on principle.Business response
02/09/2024
Hello,
Thank you for bringing this to our attention. Can you help us locate your sons account? Please provide his first and last name with date of birth. The only account we could locate was for ******************* but can confirm this account is not being billed. You should have the ability to convert the Maxx ****** membership to a Planet Fitness Membership at $10 per month or $25 per month depending on your fitness wants, needs and goals. Both memberships have different perks.
We look forward to hearing back and helping get this addressed for you!
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