ComplaintsforPlanet Fitness
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Complaint Details
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Initial Complaint
02/02/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
In 2020 my local planet fitness cut their hours due to Covid-19 so I cancelled my account with Planet Fitness because they were closed by 11pm which is when I get out of work. I had a standard membership for $10 a month up until cancellation. But on 1/26/2022 I was charged $20 by Planet fitness which I assume would be for a "Black Card Membership" which I've never had. The following dates I have been charged for despite having my account cancelled prior: December 17th, 2021 - $10.00 November 17th, 2021 - $10.00 October 18th, 2021 - $10.00 September 17th, 2021 - $10.00 August 17th, 2021 - $10.00 July 19th, 2021 - $10.00 June 17th, 2021 - $10.00 May 17th, 2021 - $10.00 April 19th, 2021 - $10.00 On March 1st, 2021 PF tried charging me a annual fee of $39 despite not having an account which luckily my bank Chime was able to return the money to me. But despite not paying the annual fee due to having bank stop payment somehow PF continued to charge me anyways monthly. February 17th, 2021 - $10.00 January 2021 - PF did not charge me December 17th 2020 - $10.00 November - PF did not charge me October 19th 2020 - $10.00 September 17th 2020 - $2.26 (Unknown what this charge was for) Mind you I have contacted PF several times to quit charging me via (**** ******** & their email *************************** PF can check the login history of my account and confirm I have not been to PF since they shut down due to Covid in 2020. So I obviously want my $120 back that PF has taken and to quit being charged further. This isn't a isolated incident either there are thousands of reviews online of PF charging people despite cancelling their accounts. Maybe its a incompetent worker or a problem with the system but it's about time to get it corrected so we can move forward.Business response
03/25/2022
******* emailed the club on November 19 2020 (ie see attachment) stated she would like to freeze her account until the club opened for 24/7. She was called back by employee ******* and her account was frozen through November 2020 (ie.See Attached invoice documents.) Planet Fitness in ****** Michigan began our 24/7 hours on November 1, 2020 and all members were contacted via email at a week prior to the hour change. I have also attached a copy of the membership agreement which speaks of how a member can cancel/freeze account. Untiil this letter was received by BBB -centralized Complaint Services we have heard nothing from the member regarding the issue or her interest in freezing her account for a longer period of time or cancelation of membership. The $20.00 fee she is speaking of is due to insufficient funds onher account in January $10.00 membership cost and $10.00 late fee. December 2020 payment was billed and paid on 12/17/2020 via draft( ie see attached invoice history.) The Cub opened initially after covid on Sept 9/2020 which an email was sent to all members and billing in October was a prorated amount of 2.26 as explained in the email since the club closed after March billing had been processed for March 17 2020 through April 17 2020. The memeber also contacted the club to freeze membership a second time on 4/17/2021( ie see attached) Per member agreement and email, phone contact and freezing the account until we opened fully, all request have been met between the member and the club and we did go over and accept to freeze her membership via phone call on 10/19/2020 whcih states in the membership agreement can only be done by coming into the club or sending a certified letter. Changes to the membership account is not done by email or phone due to needing a signature and varification of the account holder per company policy.
attached:
Membership agreement
Invoice History
email from member
Account freeze October 2020
2nd Account freeze April 2021employee notes after speaking to member in October of 2020
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.