Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/06/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started planet fitness on January 1st and by the 17th they had billed me and told me that billing is on the 17th each month so I look at my bill for this month and it went from 25 to 75 dollars and I asked again why was I billed so early and they couldn't tell me why

  Business Response

  Date: 03/10/2023

  Good Moring ********,

   

  I apologize for the delay in response to this issue. Unfortunately I have check all folders and did not see any emails until today however I am more than happy to take care of this immediately. I have already looked into ****** ********* account and it shows that she signed up on 12/30/2022 and paid $16.97 which was the prorate to start up her membership. The next invoice would have drafted from her banking account on January 17, 2023 for a monthly total of $26.86 and she wouldn’t be billed until February 17 as we bill all members monthly payments on this date every month. Staff has informed her that this monthly payment did not go through as it came back to us with a notation as insufficient funds from our billing company. She stated to the staff that she would pay it next time. On February 2^nd, ****** received an annual charge of $52.55 which only is charged on this date once a year. This payment also did not go through and came back to us with notations from our billing company as insufficient funds. Mrs Ridenour came in on 2/7/23 to seek out clarification on this and spoke with our District Manager who explained these charges and offered her to freeze her account for 3 months to help pay off the overdue balance and avoid being charged during this time as well as waiving  off $30 in late fees, ****** Agreed to this. I will reach out to ****** to see if she may need further assistance in this matter and fully understands the terms of her agreement.

   

  Please let me know if you need anything else.

   

  Thank you,

   

  ****** ****

• Initial Complaint

  Date:08/24/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In March 2022 I decided I was going to try out planet fitness because it was not a contract and month to month basis. Per advertisement. What they don’t tell you is that if you have insufficient funds they add it to a house account which then adds up over a period of time. Therefore this is not a month to month policy this is indeed a contract. This is predatory lending and false advertising. They have probably ripped off a lot of people due to this fine print in their mile long policy. I believe if you’re going to advertise month to month then there should not be a “club account” created that adds up due to your insufficient funds. That is not a month to month basis and I’ve never herd of a no contract that’s indeed a contract. They’re telling me I owe them 700 dollars. I have not used my membership except the first month. Now they’re telling me that they will not cancel it and they want the 700. One of their members tried to compare it to a car payment. That if I have a car and if I don’t use it, I don’t have to pay for it? This is a gym membership. Not a car. A car is a contract. Therefore the employee referred to it as a contract.

  Business Response

  Date: 09/06/2022

  Good afternoon,

   

  We have received and reviewed the complaint regarding our Springfield Ohio Planet Fitness. Unfortunately, there are many inaccuracies in this complaint. There is no intent for “predatory lending.” Miss Haley does not over $700 and there was no attempted to collect $700. The membership she signed up for is in fact a month-to-month agreement until canceled, as explained in all agreements. The only cancelation policy is to cancel on or before the 10^th of the month so it’s not billed on the 17^th, and a membership may be canceled if it is in good standing. Miss Haley’s membership was not in good standing.

   

  ********’s monthly bulling was returned for insufficient funds in the month of March, April, May, June, July, and August we well as her Annual fee (also in the agreement) on June 1^st. This has resulted in dues of $165.48 that are owed. We would waive late fees on the account amount that are an additional $75. Neither of these numbers add up to $700.

   

  Our member service representative was attempting to explain to her that her month-to-month agreement is still billing whether or not she uses the facility, comparing it to a car payment, even if you do not drive the car, you would still owe your car payment. There was no attempt to compare the two as contracts. It is a monthly agreement that is billed monthly until canceled. There is no commitment on the membership meaning there is no minimum term to meet, therefor non contractual.

   

  Thank you,

   

  **** *******

  Regional Manager

• Initial Complaint

  Date:08/18/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Cancelled membership prior to rebill but still was charged a fee of $9.00 and during the Covid pandemic they still full billed even when facility could not be used

  Business Response

  Date: 08/31/2022

  Good afternoon,

   

  We received the complaint regarding ***** ***** cancelation of his membership. In our agreements it states that any cancellation must be received on or before the 10^th of the month stop the billing process on the 17^th of the month. Mr. ***** cancellation was conducted in the club on 8/14/2022. We have no other record of an attempt to cancel before then. This is why he was billed for the month of August, as this will be his last billing cycle. There will be no refund at this time.

   

  Thank you,

    **** *******  ******** *******