ComplaintsforPlanet Fitness

• Initial Complaint

  04/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called the establishment multiple times on multiple occasions i have also been to that location in person when visiting family to cancel my membership. They said they would cancel it an never did and keep charging me. Its now been 8 months over due and keep getting charged my bank cant stop the charges due to some type of thing i signed for reaccuring payments. This business is full of it. What do they need my 22.99$ a month for when i cancelled it almost a year ago. And i dont even go to the location. My last time they can see i clocked into the gym was way over a year ago. So i dont get the point.

  Business response

  04/24/2024

  Member contacted the facility on 04/11/2024 and I spoke with them about the membership still being active.  When an account is closed, a digital copy of the cancellation populates and saves to the member profile; the member also automatically receives a copy of the cancellation document via email (email on the members profile matches the one on the BBB Customer Information).  We provide two options for cancelling, in-person or a letter by mail; the member stated that they would request their bank to stop charges and did not indicate that they would properly cancel the account.  I've attached a copy of the membership agreement.  Without proper cancellation, or documentation, we will not be refunding any amount.  It is member responsibility to close the account and to confirm that they received the emailed cancellation document.

  Business response

  04/24/2024

  Attached phone record from the conversation on 04/11/2024

  Business response

  04/24/2024

  Phone conversation from 4/11/2024

• Initial Complaint

  10/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had called in an attempt to cancel my membership as I live an hour away. Was understanding that it was done, only to find out after being charged 54, dollars and 35 dollars for my overdraft, for their yearly fee that I had to cancel in person, or mail in a letter to cancel my membership. When I signed up I was not told that I had to cancel in person. And why wasn't I told when I called in? When I did cancel my membership in person, I was told the fee was non refundable. This place is a joke and makes it literally almost impossible to cancel your account so they can continue to take your money.

  Business response

  10/31/2023

  We will not be  processing  refund, consumer has to cancel 7 days before the billing cycle.  Consumer joined online and when you join online it shows multiple times billing and how to cancel.  I will send over the customers agreement form. 

  Business response

  11/02/2023

  As we discussed on the call, Planet Fitness willnot be issuing a refund for this individual.

  
  

  All payment amounts are covered when joining online about 3 times before the member agrees to and finalizes the membership.

  
  

  Agreement image is attached, which is emailed directly to the member after joining and covers each bill date and cancellation policy.  Our billing dates and cancellation policies are visible online as well.

  
  

  Best,

  
  

  ****** *****, General Manager

  S. Campbell, Springfield, MO
  

• Initial Complaint

  05/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I emailed Planet Fitness Corporate to cancel my membership on May 12th to cancel my membership. While the website states, they try to respond within 48 hours, I never received a response. They charged my card for $26.67 on May 17th. I called the Springfield location directly today. I spoke with ******* who said she could cancel my membership immediately and today would be my last day to use the membership. She stated that there would be no refund issued though, but I could try to talk to a manager on Monday. I would like my membership immediately cancelled and a refund issued since I attempted to cancel, but Planet Fitness failed to respond to my email in a timely manner or at all for that manner.

  Customer response

  05/19/2023

  Planet Fitness Spgfld **

  *******************************************

  ***********, ******** 65803

  Business response

  05/31/2023

  The member contacted corporate during the billing cycle (our billing cycle starts on the 11th and she contacted them on the 12th) and she did not contact the club until after the payment had processed through. The agreement states that a member needs to come into the club or we would need to receive written notice by the 10th. We cancelled her over the phone as a courtesy when she contacted the club on the May 23rd so that she wouldn't be charged for her annual fee on June 1st. Based on the agreement a refund would not be issued but I spoke with my District Manager and he decided to allow for a refund anyway. I will be issuing a refund for the member and it should be returned to the billing we have on file in **** business days.

  Customer response

  05/31/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

*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. ↩