ComplaintsforPlanet Fitness

• Initial Complaint

  07/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had a major surgery and was unable to use my gym anymore. I went in person and I canceled. Here we are a month and a 1/2 later. And I'm still being charged monthly. And I was charged a $49 annual fee as well. Just today I need my money back and I need this to stop. I am not going to make more trips down to this club.

  Business response

  07/10/2023

  We have been unable to reach ***** to assist in a resolution.  Per her agreement, we need written form of cancellation, in person, or via certified mail.  We unfortunately do not have record of ********************* her membership, therefore are not able to authorize a refund.  We have considered her complaint as her written request to cancel and have cancelled her membership.

  Thank You

  Customer response

  07/10/2023

   
  I am rejecting this response because:

  This was the whole point of making the complaint. Planet fitness says they've contacted me I have not received the response. And how is it my issue? That they claim they don't have the written response. When I stated that I brought it in They refused to issue a refund as expected Because they gave me a hard time when trying to cancel as well. This business is a complete scam at this point. There's no reason they shouldn't issue a refund. They know that I requested it if they were to go back into their records right nowWhich I want to request that that gym membership has not been scanned in or used one time since the cancellation they supposed dont have.  Please request the business send you proof of use of this membership that they refuse to refund when I already gave a written notice.

   

  I do not accept There responds I want my refund.

   

   And if this is gonna be this hard of an issue, can you please forward me corporate information

  
  

  Business response

  07/17/2023

  We have been unable to reach ************ to work toward a resolution.  Unfortunately, we do not issue refunds unless proof of an error is found on our end.  Attached is **************** contract per her request.  We would, however, be able to offer no enrollment and a free month when ************ is able to return. 

  Thank You,

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

  Area Director

• Initial Complaint

  06/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called to cancel my membership I was heading out of the country and could not come in , I was under going surgery in Europe. I called planet fitness and they said they would take care of it . I get back to the states and find my account is negative and they never cancelled . I called and they said there was nothing they could do . That their employees made a mistake but they could not correct my account .I was trying to renew but they will not fix my account . This is crazy . They say they are strict on the cancellation policy and wont even help me renew . I was incapacitated and out of the country. They can check my check ins and the story lines up I even have the number on my call logs . They are playing stupid .I expect the account to be cleared up . If my account goes into collections I will provide a lawyer with a recorded phone call and photos of my call logs to verify z Simple as that !! I expect a free month after this is resolved as well . For how unprofessional you guys are !

  Customer response

  06/03/2023

  The location is ********* , ** 29730

   

  Business response

  06/22/2023

  Per the agreement, cancellations are required in person or by certified mail so the member retains receipt of the cancellation.  However, we have taken ****'s circumstances into consideration and worked with him to clear up the past due invoices.  

*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. ↩