ComplaintsforPlanet Fitness - Toledo
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Complaint Details
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Initial Complaint
05/22/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
After paying on a gym membership for over a year I finally went in to the gym for the first time. I was told when I checked in I have an account in collections. I told him that was impossible because I been paying on a membership for an entire year that I never used. He verified that my information was correct but because this is my first time coming in I never canceled a membership years ago before I started my current membership, it was my fault the previous membership never got canceled so I owe a balance of over $100. That doesn’t make any since because I’m sure I wouldn’t have been able to start a new account if I did owe I previous balance. It would just make since to pay the previous balance before stating a new account if I did actually owe a balance.Business response
07/22/2024
Artaisha spoke with one of our team members and was made aware that she had an old account with a balance on her first visit to the club (5/22/2024). There was a note left on both the old account and the new account about this conversation. The system does not notify individuals who sign up online of new accounts, that is only visible when our teams search it in the facility - and our protocol is to search for previous accounts on their first visit. The team followed the company protocol by searching the account on the first visit and set up a payment plan so that she would not have to pay the $99 past due balance in one go. Artaisha checked into our facility another 5 times with no intent on paying the past due balance that we made her aware of. I have attached both agreements, her check-in history, and our notations. We would love for her to be a returning member, but we are consistent when it comes to our past due payment protocol.Customer response
07/23/2024
Complaint: 21744888
I am rejecting this response because:
For my current account I walked in to cancel my membership and according to my app you guys are going to still charge me for august. Its obvious you guys wont cancel people account and is scamming people.
Sincerely,
*****************************Business response
07/24/2024
Hello,
We have attached the cancellation document for ***************************** that states her last bill date was 7/17/2024. The cancellation document was also sent to her Gmail on file the day of the cancellation with these details. All members who cancel 10 days prior to billing would not be billed for the month - therefore Artaisha would not be billed for August if you take a look at both attachments.
Best regards,
Customer response
07/24/2024
Complaint: 21744888
I am rejecting this response because: I know if I really owed this pass balance before creating my current account why havent the old debt reflected on my credit history at all through out any of this entire process?
Sincerely,
*****************************
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Contact Information
Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.