ComplaintsforPlanet Fitness

• Initial Complaint

  06/07/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Only two options to cancel a gym membership: go in person (I live 9 hours away) or pay for certified mail. Its 2024. At the least I should be able to go to the local branch to cancel

• Initial Complaint

  09/25/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  09/01/2023 requested cancelation of membership over phone. Company refuses to cancel membership with a certified letter. I stopped payment for auto pay for this as I do not use this membership for the last 5 months. I di not feel I need to put out the cost of the certified letter. I just want my membership cancelled. I feel I am being held hostage for this membership. Please help. I live away from the area with no planet fitness gym close by. I just want to stop paying for service I do not use.

  Business response

  10/06/2023

  Cancellation policy is in the contract when signing up. It states that cancellations need to be done in club or by certified letter. It also states that you have to cancel a week before a payment is set to come out in order to not be charged for the payment. 

• Initial Complaint

  06/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I joined Planet Fitness years ago. The pandemic hit, it closed down. When gym visits were allowed again I chose not to go as they made no effort to enforce the mask mandate. I tried calling to cancel; I wrote them an email. I went as far writing a review in hopes I could get the attention of someone who would be able to assist me with closing my account. I always got the same answer- I had to come in person to close my account or send a certified letter. This was an unnecessary burden in the pandemic and it still is. The owner even threatened me with collections even though I had never been late on a payment. The management both at the local as well as national level have not addressed my issues. They continue to make it impossible for people to cancel their memberships. I would like my membership cancelled and refunded back to the end of the pandemic. I have put this out of my mind, as it is only $20 a month plus yearly fee, but it is time to address this.

  Business response

  07/10/2023

  Hello,

  Attached is the agreement that was signed the day **** signed up. Disclosed in the agreement is the cancellation policy stating that a member needs to either cancel in person or through certified mail. I would like to add that in the heat of the pandemic we were accepting cancellations by phone and email and I have no evidence that either was attempted. I have already cancelled the membership so no more charges will be coming out, however in section 6A of the agreement it states, " You have full control over the payment authorization and can stop it anytime by notifying Planet Fitness as set forth on the front page of the agreement or by notifying your bank, or credit card company to stop. You are responsible for notifying your bank of any error that appears on your bank or credit card statement in a timely manner. You must notify Planet Fitness within **************************************************** credit card statement. If you claim your monthly dues were not stopped when you told Planet Fitness, you must have written proof or Planet Fitness will not reimburse you for any deductions which you claim should have been deducted."

   

• Initial Complaint

  06/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have paid for a membership with Planet fitness since June of 2022, they have had all the correct information to bill my checking account however per Fibre ********************* if they are unable to bill my checking they then bill my debit card. They have received payment each month since June 2022. I attempted to use the gym on 6/19/23 and per the clerk there were billing issues and so I was not allowed to use the equipment. I clarified with her despite the fact they have received payment each month I was not able to use the gym and she said yes. She also stated I was told at one point to contact my bank and figure out why they were unable to bill the checking account. She also told there had been a stop payment on the account placed by me. I have verified with ****************** that Planet Fitness has not attempted to take funds from my checking account for payment and there has never been a stop payment placed on my account. I cancelled my memebership on 6/19 as I find this type of business predatory in nature taking money and not providing a service which is clearly paid for. I want all my money back dates to last June. The clerk also took my phone with permission and verified they had all the correct banking information.

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