ComplaintsforPlanet Fitness

• Initial Complaint

  06/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had emergency surgery on 12/3/21, I had less than a day to prepare. I called Planet Fitness to find out how to cancel the membership since I would not be able to walk for a period of time. The man who answered the phone told me he was canceling my account and that it was finished, I did not need to do anything further. I could not walk for months and assumed this was canceled. I found out in May that they never canceled my membership and that they were charging my bank account $***** a month every month from December to May, a total of *****. This is in addition to the government's money they also stole through ****** ******** program (I'm disabled and ******** pays part of my membership). I spoke with ****** many times since the final charge in May, with the last being 6/7/22. She has told me multiple times she would refund part of the *****, but that she has to have a manager above her (*******) to contact me about the rest. I've never received the call from *******, nor any refund from Planet Fitness. I'm requesting my money back due to being lied to and charged, and requesting they return the money to ****** ******** program (complaint filed with *****) I can provide proof of my surgery if necessary and also I have a witness to the call to Planet Fitness, my mother had to help me with everything.

  Business response

  08/17/2022

  Business Response /* (1000, 15, 2022/08/01) */ ****** ******* is not a member of our gym. However, a member by the name of ******** ******* spoke with management and was refunded a partial amount due to the fact that there was no record of her cancelling her account. Upon speaking with the Area Director and expressing her displeasure that she did not receive a full refund, the AD submitted a refund for the full amount in good faith. She should be receiving that refund soon Consumer Response /* (3000, 17, 2022/08/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was told I would get the refund months ago at this point I still have not received it. Having a hard time believing them after so much time has passed and still no full refund. But since they responded here maybe they will remember and actually issue the refund, which is all I've been seeking.

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