Complaints

• Initial Complaint

  12/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My son and I both had memberships at Planet Fitness located in ************, **. We were told upon getting the membership that there were no contracts and we could cancel at any time, however, it is not possible to cancel our membership on their app and we made numerous calls to Planet Fitness requesting to cancel. They continued to charge us. When we were able to go in, my son was told that his membership would not be canceled until he satisfied his balance in which he was told was $100 despite the fact that Planet Fitness had already taken $90 from his account in one week. My son also informed Planet Fitness that he made numerous requests already to cancel and had not used the gym in months. I requested to see the written policy stating that our membership could not be canceled and I was told by the gym manager that its in our contract that is on the app. I explained that we were told that there was no contract and we could cancel at anytime and I was told that it our responsibility to read the fine print. I believe that Planet Fitness misrepresented themselves. They are not upfront about their policy to cancel, they routine charge people who do not use their facilities and they make it difficult to cancel and in sime cases refuse to cancel memberships. I was referred to the corporate office, however, I only received recording that said to contact the gym and did not give an option to leave a message.

  Business response

  12/19/2024

  I reached out to ******** today and was unable to reach her. When I was sent to voicemail, the voice mailbox was full and was not accepting new messages. I sent her an email immediately after to coordinate a time that her and I can connect and discuss her concern and situation. I will update the thread further once we are able to connect and discuss.

• Initial Complaint

  11/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  During the 2020 lockdown, I received a phone call regarding memberships as well as a update due to covid. Because we were unable to go in person they were doing cancellations, I proceed to confirm cancellation for the membership. I was never called again, recently I noticed in my account a number of NSF from planet fitness. I called Friday November ******* and spoke to a lady who said she will cancel and she will have a manager call me back regarding the refund. As of today ********* ******* I noticed yet another NSF fee, I called the store directly again to speak to a manager. I broke everything down for her on what has happened. She called me a lair about someone calling to do any kind of follow up during the lockdown and they don't do cancellations on the phone even during lockdown you had to go in, called me a lair about calling in the Friday and speaking to someone who said they cancelled and now she said she cancelled over the phone today the 26th of November. She says all above is a lie and there is no refund on top of calling me a liar and relatively over speaking to me then to cancel over the phone which contradicts everything she stated before. So *** with monthly payments that shouldn't have been taken to all the **** I have to pay for as that account I use is for bills. There is nothing being done on their part. I would really like this taken care of and a full refund sent back to me. I do not have my call logs from 2020 but have the logs from the 22 and the 26th. I only received the one email from them today when they apparently can cancel over the phone.

  Business response

  12/05/2024

  In compliance with the Ontario Covid-19 restrictions and guidelines, Planet Fitness was closed and not operating. At no point did *********** or location make individual calls to members offering to cancel memberships. In terms of cancellation, if an agreement is cancelled, in accordance to the policies signed to on the agreement, the member would have received a confirmation via email. As a courtesy, a 3 month refund will be processed. No further action will be taken.

• Initial Complaint

  11/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had automatic payment for my membership in July I changed my credit while I was out of town working. I called the location to change the credit card and they would not take my info over the phone said I would need to come in which I explained that was impossible since working out of town. I called corporate and they told me the same thing. I also tried since August to cancel my membership and they again said I needed to come in. When I came back to town approximately a month ago they said I couldn't cancel till I paid my previous balance including late fees. I spoke with the assistant manager there because the manager never seems to be available and she said she could not cancel without the fee being paid. I think that is an unfair practice to charge fees and allow opportunities to cancelll and keep changing me

  Business response

  12/03/2024

  Per the original membership agreement, the member signed up for a membership which costs $10.00 per month.If the club is unable to collect those funds for any reason, a $15 return fee is posted to the membership balance, per the membership agreement. When the club was unable to collect this members monthly payment, the return fee was posted, bringing the members total balance to $120.

  Additionally, per the original membership agreement, in order to cancel a membership at the members home club location,the club requires written notification to be delivered either in person or via mail. According to our records, written notification was not delivered, so the membership dues continued to be charged as regularly scheduled.

  Due to privacy reasons, we do not accept account payment information over the phone, for the safety of the member. 

  As a one time courtesy, we will cancel this membership as per the member's written request, however the balance does still remain on file. 

• Initial Complaint

  11/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was overdrafted a $10 charge for my subscription fee to Planet Fitness. I tried cancelling online and over the phone, to be informed they do not allow cancelation of membership over phone or online, I have no means to cancel their memberships. I have no way of paying the charge at the moment.

  Customer response

  11/19/2024

  ********************** is the address of the Planet Fitness.

  Business response

  12/06/2024

  Hello,

  We have attempted numerous times by phone to reach the member to assist with his account but has not been able to reach him. I want to help him by explaining the billing process and to help with cancelling or freezing his account.  We will continue to reach out until we are able to get a response.

   

  Thank you!

  Customer response

  12/06/2024

   
  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,
  
  **** ***

• Initial Complaint

  11/15/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 7/12 I went into the Planet Fitness on Greensprings ** in ****, ** to cancel my black card back down to regular. I noticed that a day later my new contract says I would be paying a higher price than what was advertised for my membership. I questioned the employee at the desk and they had no idea why and said they would leave a note for the manager to get in touch with me. I was told the manager works 9-5 M-F. I did not hear anything back that day nor the next day so I went in at 3pm on 7/14 and the manager was not there. I went in again on 7/15 and still no manager present and was told they will leave another message for them to contact me. On 7/16 still no contact back and they would leave a message. On 7/17 there was still no response and I went in and no manager present. At this time I requested the account to be cancelled. They told me a manager would take care of it. On 7/22 I noticed charges on my checking account for ********************** and went into Planet Fitness. I was told the manager was still not there and only the manager can cancel the account and they would leave a message for them to get into touch with me. Still no contact by 7/24 so I disputed the charge with my bank who sided with me on the dispute on 7/26. Still no contact from the gym and on 8/21 I noticed they charged my backup payment file for past due payments and a late fee. I called into the gym and they told me they had no idea what the charges for and they would again leave a message for the manager to get in touch with me. Still no contact by 8/23 and I called my credit card company to dispute the charges. On that same day I talked to the ***** payment line for Planet Fitness and explained the situation as they wanted to be paid. I was told by them only the physical location can cancel the account and I will have to keep checking in with the manager and there was nothing the ***** number could do and the gym would continue to expect monthly payments until canceled. No further contact.

  Business response

  11/20/2024

  Consumer was reached out to via email and phone. Cancelation was granted and balance was waived on the membership. Cancelation document and receipt of waived balance is attached and was also sent to the consumer via email.

• Initial Complaint

  11/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Hello,A new Planet Fitness location recently opened in my area, and I signed up for their $1 trial on 10/9/24. They mentioned that I could cancel if I wasnt satisfied. After trying the gym once, I decided it wasnt for me and canceled my membership on 10/14/24. I received a cancellation confirmation email, which Ive attached for your reference. Additionally, I visited the gym in person to confirm the cancellation.However, on 10/22/24, I was surprised to receive a $40.05 charge. I called customer service, and they told me it was a mistake and that I would be reimbursed. Despite this, no reimbursement has been processed. I called again, and the same response was given.This charge has caused problems with my credit card, as I was unaware of it and did not pay it on time. I kindly request a refund of the full amount, plus compensation for the inconvenience this has caused.Thank you for addressing this matter promptly.Sincerely,Simge

  Customer response

  11/23/2024

  Please cancel this.

  Customer response

  12/09/2024

  The issue is solved.Thanks

• Initial Complaint

  11/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I originally signed up for month to month membership with the aforementioned gym facility. After I could no longer frequent the gym due to life circumstances, I instructed my bank to issue a stop payment. The gym then charged one final membership payment along with a $15 "late fee." When I called the branch to seek an explanation, management stated that because I did not follow the proper procedure to cancel my membership, I was also assessed a late charge. They said it was all listed in the contract. I have searched the contract thoroughly and there is no mention of late fees anywhere to be found. It does seem there is a fee assessed for members with contracts who wish to opt-out, but not for month-to-month clients. I believe this is an unfair commercial practice intended to extract one final payment from its customers. I can produce entire contract upon notice.

  Business response

  11/05/2024

  Good evening,

  I have looked at the membership agreement that was attached to this complaint and have copied the section of the membership that states our cancelation policy and late fees assessed for overdue payments and have attached them to this message. Notifying their bank to stop payment is not the proper way to cancel the membership. 

  Looking over the account, I have attached payment history showing the stop payment due to account closed and chargeback issued from his bank. There will be no refund since October's dues have not been received. Membership has been canceled as of 10/29/2024.

  Thank you

  ********

  Customer response

  11/13/2024

   
  Complaint: 22488585
  
  I do not accept the business's response as a resolution to my complaint because: If you look at the second bullet point on the contract it clearly states that it is a month to month contract from the onset. It is preposterous to charge late fees to members operating without any commitment for prolonged use. 

   

  Sincerely,
  
  ***** ****

  Business response

  11/14/2024

  I have attached the section the member is referring too. It is a month to month however; it states in the membership, "If you have a minimum monthly term, your account below will be billed for a minimum of 0 months, and will continue on a month-to-month basis at the monthly rate above until you cancel in accordance with the terms of this agreement." This member didn't cancel before the 10th of the month, like stated in his contract, he canceled on 10/29/2024. I already attached proof that this member didn't pay any late fees, nor did he pay any late fees since joining Planet Fitness. The amount of $41.37 is still on his account due to stop payment that the member admitted and the account shows that we have a chargeback attached to his membership for his October payment that should've came out on 10/17/2024, but by instructing his bank to stop payment, we never received this payment, therefore, we are unable to issue a refund for payment we never received. You can look back at all the attachments that were uploaded to verify my statements and that the member didn't pay a $15.00 late fee or his October Membership Dues.

   

  Thank you

   

  
  
  

  
  

• Initial Complaint

  10/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I moved out of state.*I called to cancel my membership OCT 4 2024 because I cannot show up in person.*The manager walked me through the cancellation process via the app.*I called the ****************** to confirm cancellation.*The billing department claims they cannot cancel my membership and keep stealing my money. REOLUTIONS *Planet Fitness stop charging my card.*Planet Fitness removes my bank details from their billing system.*Planet Fitness refunds my money and no future charges.*Help me resolve this please. Thank you

  Business response

  11/08/2024

  Contacted member about this issue. We came to a resolution of canceling the member and issued a refund. This resolved his complaint.

  Customer response

  11/14/2024

   
  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,
  
  ******* *****

• Initial Complaint

  10/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been attempting to cancel my account for three days without success. I emailed the join@ email address from which Ive received messages, called the **************** location (the staff were very kind), and also tried to manage the cancellation online. However, I am not currently mobile and unable to visit the location in person. Please cancel my account immediately, with no charges or outstanding balance, due to the time and stress involved in trying to cancel my membership. They may say their gym is accessible, but their services are very stressful.

  Business response

  10/08/2024

  As stated in the contract, the membership can be cancelled one of two ways: either in person or via mail. However, as a one time courtesy to better assist this member due to not being able to come into the facility to cancel, we have gone ahead and cancelled the membership and contacted the member to let her know. 

• Initial Complaint

  10/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up for a Planet Fitness membership in August. I inquired at the front desk a couple of weeks ago when I needed to cancel my membership by to avoid the annual service fee. I was told Sept 30th. I went in person to cancel on Sept 30th. I was again told there were no pending charges and I would not be charged the annual service fee. I was charged the fee on 10/1. I spoke to the manager today and she told me my agreement says I needed to cancel by Sept 25th to avoid the fee. It did not occur to me that staff would not be able to answer this question correctly or that I could not trust them on 2 separate occasions. This reflects poorly on their business practices.

  Customer response

  10/07/2024

  Since I filed the complaint I spoke to Brenda again, the manager at the Bedford Planet Fitness. She apologized and told me my refund is in process.

  Business response

  10/07/2024

  Brenda the club manager sent Beth's refund request on Friday 10/4 when Beth spoke with her about the refund. Brenda did let her know that her agreement does state she must cancel by the 25th of the previous month to not be charged on the 1st.

  Refund requests usually take anywhere from 5-7 days to process but She was issued the refund this morning 10/7 and should have the funds available in her account now. 

*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. ↩