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ComplaintsforPlanet Fitness - Streetsboro
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Complaint Details
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Initial Complaint
09/20/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I contacted planet fitness corporate to cancel my membership a few weeks after starting it. I’ve gone one time and realize the place was not for me. The response I got was that I’d have to contact the gym itself, so I did with no answer of the phone. I contacted them again recently once again trying to cancel my membership and they simply stated that I would have to come in because they couldn’t do it over the phone. I’m not able to come in any longer and I have been unable to cancel my membership because they claim I need to sign to cancel. Well I was able to sign digitally for my membership but magically I cannot sign digitally to cancel? I’m unable to come in and I would like my membership cancelled. Additionally I’d like a refund of $214.64 as that’s the amount that’s been charged since I started trying to cancel my membership. I have a month to month contract that I signed digitally and it should not be an issue to be able to sign digitally to cancel.Business response
10/07/2022
[BBB Transcription via Email]
*********** ****
Attachments
2:44 PM (2 minutes ago)
to ****** ********
Good Afternoon ********,
I am attaching ***** ******* Agreement , Receipt, and her Canceled document.
Both the Agreement and Cancelation documents state Planet Fitness policies , which states;
That they have the first 15 days after the membership starts to cancel and be able to get a refund.
She joined January 31.2022. I have also attached her receipt from when she came in in April to make a payment.
After going through our letters and notes of phone calls, We have no messages of ****** calling or sending letters about this situation.
If we would have known sooner we could have worked with her.
If you have any other question please let us know.
Thank You!
***** *****
Assistant General ManagerCustomer response
10/13/2022
I am rejecting this response because:
I absolutely did not come in in April to make a payment. I never missed a payment and I never got a late fee as you can see from the payment proof that I have submitted. The document of the receipt that you uploaded wake fake. I hate auto payment turned on from the beginning. As you can see from the document that you created to cancel my policy - not until after I was charged again of course, you were able to cancel without my signature. Which should have been done the first or second time I called. Just because your employees didn’t write in my file that I called does not mean it didn’t happen. I would still like a refund of the last several months. I have not come in once since I’ve been trying to cancel as I haven’t been around to do so. Which is also why I couldn’t come in to sign. But cancelling me now isn’t an issue?Business response
10/20/2022
[BBB Transcription via Email]
*********** Club
Attachments
1:02 PM (54 minutes ago)
to ******** *****
Good afternoon ********
This is a second Notice for ***** ******* and this issue , I have resent the agreement that every member receives when the join, This explains Planet fitness polices with canceling a membership .
All members must cancel on or before the 10th of the month to stop a payment from going through, This has to be done in person or by mail.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.