ComplaintsforPlanet Fitness

• Initial Complaint

  10/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I came in to the store personallyto cancel my membership in April, 2023. I decided to officiallycancel my membership after previously pausing my membership due to medical issues with my feet. My medical issues did not resolve and I had to be scheduled for surgery in May, 2023. When I came in to cancel, I explained my reason for cancelling and was given a form to fill out. After this visit, I cancelled my credit card authorization so that I would not continue to incur charges from Planet Fitness that I clearly would no longer authorize because I had just cancelled my membership. (Prior to my cancellation, I had my membership payments automatically withdrawn).Today, (10/9/2023) I noticed my Planet Fitness App was still on my phone and, before deleting it, decided to log in to make sure everything was as it should be. I discovered when I logged in, that my account was still being charged and with late fees. Because I had cancelled the automatic payments when I cancelled my membership, the account was incurring a debt. I immediately called Planet Fitness and was told there was no record of my cancellation and that I needed to pay all of the past due amounts. Planet Fitness was already aware of my medical issues because of previous pauses to my account and I should not have to incur charges because of someone's mistake in not properly filing my cancellation paperwork.I hereby dispute all past due charges and want my account cancelled and backdated to my original in-person cancellation date of April, 2023.

  Business response

  10/18/2023

  Hello BBB,

  We are sorry to Hear of *************** dissatisfaction with Planet Fitness over her membership.  We provide several ways for members to cancel their membership.  While we had no record of her cancellation in to *********** she was not billed from April to now.  I do show a cancellation document mailed to her for her records.  Everytime a membership is cancelled an automatic message is emailed to the former member.  I have attached her cancellation agreement from when she came into our clubs on 10/9/2023.  When pulling up her billing *************** card on file was declined since April and is also attached to this document.  

  We appreciate her coming in to officially cancel her membership.  

  Take Care,

  *****************; 

   

  Customer response

  10/18/2023

  Prior to the filing of this complaint, the business showed that I owed an outstanding balance. I would like to verify that I no longer have any outstanding balance before I accept or decline the resolution. I do not want any outstanding balance or to have my account sent to collections. Thank you,

  Business response

  10/18/2023

  Hello BBB,

  We are sincerely apologize that this continues to cause **************** reason for concern and distrust on our part.  We have a very simple cancellation process that confirms itself when they request a cancellation.  **************** was not in our club the month of April to cancel her membership.  Her work around, for not coming into the club was, to cancelled her credit card so no further funds would be taken out of her account.  We do not owe her any funds since as she took matters into her own hands without following proper ways to insure the membership was cancelled.  

  ******************** account accumulated a fee's of $240.  As a courtesy to her we have waived those fee's to prevent her from going into collections as requested.  As proof the transaction was taken care of on our part I have attached a copy of the waived fee's.  We hope this will bring **************** peace of mind this matter is resolved.  In addition, we have noted the account of what has transpired here.  We hope you continue to prioritize your ***** and wellness at Planet Fitness in the future.  It was good having you as a member.

  Thank you for your time,

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

  Customer response

  10/19/2023

  I am upset regarding the statement that I was not in the club in April. I most certainly was and while I am grateful that the business has resolved the matter, I cancelled the card AFTER I came in to request the cancellation. I will not tolerate having my name or my reputation tarnished in such a manner and I most certainly do not consent to such a lie being made public.

*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. ↩