ComplaintsforPlanet Fitness

• Initial Complaint

  07/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  January 14th, 2024 mailed letter to cancel membership. Noticed my card was still being charged two months later. Called they said they never got letter. May 24th mailed a letter again. Followed up May 30th they never got my letter "again", but would would look into it and get back to me. I requested membership to be cancelled by phone, by text, and by e-mail. Mailed a third letter and they said they received it on July 18th. They refuse to cancel my membership because they say I owe a balance for ***** I just want this membership canceled.

  

  Business response

  07/30/2024

  in regards to complaint ********, we have gone ahead and waived the balance on the account and cancelled the membership. 

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have on multiple occasions given this business multiple written notices, made numerous of calls for them to close my account. They have failed each time to do so resulting in them continuing to direct debit my account for $151.74 since August of 2023. I have not used planet fitness since prior to that date being my reason for cancellation. I am not the only person in this town who has had this same issue of it being virtually impossible to close their account due to their consistent lack of management. This is my final attempt to have my account closed and money returned to me before I file a lawsuit which will result in a lot more money being paid out.

  

  Business response

  07/22/2024

  When looking into the account, there is no documentation on file showing a cancellation attempt was made. At this time, we have completed a courtesy cancellation but cannot issue a refund unless proof of cancellation is provided. 

  Customer response

  07/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]

  how am I supposed to give you proof of letters that was given to yall? Thats the problem if you cant tell. They clearly wasnt entered into the system or I wouldnt still be getting charged. Last month I typed a written message into yall contact us exclaiming that my account needed to be closed and to stop charging me yall dont give copies of that. Your proof is the fact I have not utilized planet fitness in over a year even when I do get charged. That should be proof enough. The fact you got this BBB complaint across your desk because clearly someone in ********* is not doing their job should be proof enough. Id love to file a lawsuit under consumer rights and cost you a lot more money or you can do whats right and refund me the money you took after your business erred in not closing my account after not only multiple WRITTEN NOTICES (per policy) but also phone calls. 
  
  Regards,
  
  *******************************

  

  Business response

  07/30/2024

  To reiterate, we are unable to process refunds without proof of cancellation. Per the agreement, any billing discrepancies need to be mentioned within 60 days. 

• Initial Complaint

  07/12/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed up for you all this year, but became very sick to the point where I couldnt even leave my house..let alone my bed. This means that I couldnt make it to work,which means no money. I constantly called and asked to be canceled and fees removed. They kept telling me to come in and do it, then finally someone said they did it for me, which turned out to not be true because I still had fees and they were charging me. Today a family member was able to go in for me to get it canceled (actually this time). They told him that none of the fees would be waived and I would be charged for another month! I dont have the money for this!! I need all of these waived! I havent used the gym in months due to my condition. Please remove all of this! ********** South did nothing to help the situation!

  

  Business response

  07/22/2024

  Per the agreement, to cancel the membership and stop the billing of the monthly and annual fees, the member needs to come into the location or send a letter via mail. I have provided the consumers agreement that was signed at the time they joined. The membership is currently cancelled. We are unable to provide a refund unless proof of prior cancellation can be provided.  

  Customer response

  07/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Planet Fitness has been included in my bankruptcy, all information was sent to ************** You all MUST stop trying to collect debt from me. Goodbye.
  Regards,
  
  *********************

  

  Business response

  07/30/2024

  The membership has been cancelled and the balance has been waived. 

• Initial Complaint

  07/12/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  At this location of Planet Fitness, on the evening of July 3rd my membership was abruptly canceled against my wishes when I spent a very brief moment, not even more than a minute, when I was asking about a policy that I was apparently in violation of. It is uncivil to handle customers from the local community in this manner. I talked to the higher level manager and was told I can't get reinstated because I was canceled for violating a policy. The problem was that I was not really being warned about breaking any policy and then continuing in which case anyone including me would understand the policy being ended by the business against the customer's stated wishes. I was told that I was against the policy and then I asked for an exception and then the employee said I was wrong for even asking and then when I said I was just communicating what I would like, he walked away and canceled me on the computer. The discussion lasted a matter of seconds and since I was just getting the policy verbally for the first time, I think that the impolite decision to immediately to go canceling my membership was wrong. I had signed up on the internet only earlier last month so this was actually the first of any conversational with an employee there. So I need to get my membership reinstated, but you should know that I just got off the phone with the location manager who has agreed with the decision to cancel by the employee and told me that I was reported as being unwilling to comply even though I was only talking and asking about the policy for a brief moment.

  

  Business response

  07/22/2024

  Per the management team at the club, the consumer had been given several warnings regarding the policy prior to the termination of the membership. The decision to have the membership terminated will stand. 

  Customer response

  07/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  As you can see, it is my word against the business'. The signs posted around the facility which supposedly served as one of the numerous "several" warnings do not say anything about not leaving the gym without personal belongings but instead state that belongings should not be left overnight there, something that I was not doing since I collected belongings within a some hours of storage at minimum. The contract that I clicked through for the online sign-up process should not be considered a warning either since there are hundreds of rules included in that, and it is reasonable for a paying member (customer) to be treated with professionalism and respect and given notice in person, in a reasonable way, if any infraction is taking place. This is a case of the assistant manager **** losing his temper after just a brief moment of discussion, and doing the customer wrong. As I was walking past the front counter he called me "Boss! Boss!" then after I went to him and explained and asked if I could continue my activity with regard to storing at the locker he got agitated quickly and said "I'm not going back and forth with this" and after I said "we're not, I'm just communicating" he walked away from me to the other computer to cancel me on it, not saying anything just walking over there. And as I stood there with the other person of the conversation having left the other employee watching asked me if I wanted to see the contract I had agreed to while signing up, but I declined because I thought **** had made it clear already that no exception would be made, though I didn't know that I was at that moment being canceled. But the willingness of the other employee to make it more clear and definate by an offer of showing me the contract is again a sign that the issue is from a miscommunication and poor reaction by an employee and not a deliberate and continued insistence on my part as the management is portraying it. So I believe I should not have been cancelled like this and believe it should be corrected.

  
  Regards,
  
  *******************************

  

  Business response

  08/01/2024

  Per the agreement, which has been provided, the highlighted section explains that failure to follow any of our policies, verbal or written, can lead to termination of the membership.  

  Customer response

  08/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  Just because something "can be" done legally, does not mean that it should be done. The handling of this situation is still wrong, and means you are not one of the better businesses. I reject the reasoning of your message and decision on the grounds just mentioned here.

  Regards,
  
  *******************************

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I canceled my membership and was told I still had to pay for the next month. The payment was due in a few days so I called my bank and put in a stop payment. I was harassed 2 or 3 times by phone and I told them I wasn't going to pay for a month when I'm not using the membership. The reason for canceling the membership is because I found out Planet Fitness was allowing men who identify as a woman use the women's bathroom. After I put the stop payment in, Planet Fitness circumvented my account by using the address of facility where I joined to get their $23.06. A billion dollar company was not going to be denied my $23.06. Shame on you, Planet Fitness

  

  Business response

  07/11/2024

  We were unable to locate an account with the information provided. Can you please provide the location you joined/cancelled at so we may assist further?

  Customer response

  07/15/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  07/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I changed membership types earlier this year. The membership fee changed from $25.04 a month to $10.00 a month. Starting in April, my checking account statement started showing a charge of $25.04 again for some reason. I called the club and was told that a manager would return my call. I never received a call back. I spoke to someone in person at the club and was told that the error was corrected and that my account would be credited for the overcharge, and that I would not be billed again until the credit was used up. The next month, my checking account still showed a charge of $25.04. I emailed the club stating that I would file a claim if there was no action on my overcharges. I did not get a response.

  

  Business response

  07/22/2024

  We spoke with the regional manager and confirmed that a refund has been submitted. Refunds can take up to 14 business days to process. 

• Initial Complaint

  07/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I think it is absurd how planet fitness can be allowed to force people to keep memeberships. Ive been trying to cancel my membership. Cannot do it online. Cannot do it in the app. Cannot do it on the phone. You must go to the location, where you dont go to already, or write a letter like this is 1935. It is intentionally done do that people are forced to pay monthly for something they dont use because they know how inconvenient their cancellation is. This is a completely unfair practice and I will be seeking a consumer lawyer to discuss a class action lawsuit.

  

  Business response

  07/11/2024

  Per the agreement, to cancel the membership and stop the billing of the monthly and annual fees, the member needs to come into the location or send a letter via mail. I have provided the consumers agreement that was signed at the time they joined. We have completed a courtesy cancellation for the consumer and have attached the cancellation document as proof. Since a cancellation was not completed per the options outlined in the agreement, we cannot provide a refund. 

  Customer response

  07/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  According to the Unfair Deceptive Acts and Practices companies cannot impose unfair regulations on consumers. Making it so ridiculously hard to cancel a membership to a gym with an active APP and website is absolutely intentional, which is unfair. I have been to the Gym one time in probably a year because I am so busy with a full time job and 4 kids. In the days where I can file my taxes on an IPHONE why make it so difficult? Because this industry thrives off of people forgetting and being too busy to cancel so they collect membership fees from people who dont use their  facilities. Then they want you to go buy and envelope and a stamp to mail a letter like computers werent invented. Is there a logical reason why this is their policy? I would love to hear it. If you dont have one, refund my money 
  Regards,
  
  *********************************

  

  Business response

  07/11/2024

  Per the agreement, to cancel the membership and stop the billing of the monthly and annual fees, the member needs to come into the location or send a letter via mail. I have provided the consumers agreement that was signed at the time they joined. We have completed a courtesy cancellation for the consumer and have attached the cancellation document as proof. Since a cancellation was not completed per the options outlined in the agreement, we cannot provide a refund. 

  Customer response

  07/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  that was literally the Same response copy and pasted. What a joke 
  
  Regards,
  
  *********************************

• Initial Complaint

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They originally, without my consent, took over my fitness account from xperience fitness after they closed down. After the first payment to planet fitness in ********, ********* I called and cancelled my account and received a refund for one months payment. After recently going through my bills I noticed they started charging my card again in January 2024 without my consent. I've called multiple times and *********************, who is the regional manager, does not want to respond to my emails or refund the money. I want the full amount refunded.January $19.75 + $39 February $19.75 March $19.75 April $19.75 May $19.75 June $19.75 Total $157.50 $19.75 is the monthly payment and $39 is the maintenance fee

  

  Business response

  07/11/2024

  Upon looking into the account we did find an issue that warrants a refund. We will begin the refund process once the consumer confirms what address they would like the check sent to. 

  Customer response

  07/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Please mail the check to:

   ****************
  
  Oconomowoc, ********* 53066

   

  Regards,
  
  *********************

  

  Business response

  08/14/2024

  Sorry for the delay, we have received confirmation from our billing department that the refund has been processed directly to the consumers account. 

• Initial Complaint

  06/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Business fraud

  

  Business response

  07/03/2024

  Hello-

  In response to complaint ********, Unfortunately, we were not bale to locate this account. Can they provide which location they signed up for their membership. 

  Thanks,

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Absolutely horrible customer care. All am trying to do is change my home club, not like Im leaving PF, I just dont live in ******** anymore. Anyway, I call, they tell me I have to do it online. I go online, website says call your home club. Call them back, *** says go online, I said no I cant, he said then the manager has do it. I said ok, what is her name and I will talk to her. He goes she doesnt have time to deal with you I will leave her a message to call back. I laughed and said are you really refusing to give me your managers name? If youre going to argue with me Im hanging up, I cant deal with this was the response back. I said fine, you need my name then or what? Again he says sir if youre going to fight with me on the phone Im just going to end the call I told him I just asked if he needed my info. So I give him my name, and number, he botched the phone number so I corrected him and he got real mad, said if youre going to give me attitude we are done and hung up! What the *************, now I just want to cancel, they refuse to help me out and hang up when I need them.

  

  Business response

  07/03/2024

  Hello-

  In response to complaint ********, After review of the account it looks like it was successfully transferred. We apologize if there was any miscommunication and we will be passing this along to our management team. 

  Thank you,

*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. ↩