ComplaintsforPlanet Fitness

• Initial Complaint

  02/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Around the third week of November 2022, I joined Planet Fitness. The same day I joined, I was working out, and I got a call that my brother had suddenly passed away. I wasnt a big fan of the gym to begin with, so I promptly left, and I never returned. I have asked the company multiple times in written form and face-to-face to stop charging my bank account $40 every month for a gym that Ive never been to. There sign up promise is that is no contract. I went to planet fitness January ********************************************************************************************************************************* some money considering I have asked multiple times to no avail to cease my membership, considering I have never been there. They were very unpleasant the last time I went in January, manager even saying that I had a contract even though the entire purpose of signing up at Planet Fitness is that there is no contract.

  Business response

  02/26/2024

  To whom it may concern, 

  Planet fitness prides itself on excellent customer service and easy processes to join and cancel.  Any membership is able to be cancelled as long as the account is in good standing.  It does have to be cancelled in *************, which is the club the member joins.  Any past due amount which means the uncollected membership dues during the active membership must be paid before cancelling.  Nonuse of the facility doesn't mean you do not have to pay, it just requires the member to cancel if not using the service.  In this specific case, the member had accrued a balance.  At which point the member was informed when coming to cancel the membership.  We will not be able to issue a refund for unused services and the balance still remains for the months that were not paid.  Please let me know if there are any unanswered questions.

  Customer response

  02/27/2024

   
  I am rejecting this response because:
  I attempted within 2 weeks after joining to cancel my membership. I dont understand how I can be charged when I went to the gym in person to cancel and they wanted more money. For what? I didnt use their facilities, I dont see how i can be charged for something I didnt use when this has been ongoing for years.  

  Business response

  02/28/2024

  I have attached the membership agreement that outlines the cancellation policy. This was signed by the member.  All past due balances must be collected before cancelling the membership regardless of use of the service.  We can provide the usage, the agreement, and the invoice history.  The terms of the agreement shows where Planet Fitness is authorized to use any billing provided as a means of collecting past due balances. As a courtesy we have cancelled this membership and left the balance outstanding. Should the member ever want to return that balance would need to be taken care of.  We do not owe a refund of any money paid.

  Customer response

  03/02/2024

   
  I am rejecting this response because: I believe this should have been resolved the first, second or third time I came 45 miles from my home to cancel my membership, since it is your policy to do so face to face or via writing. Even though your policy says no contract, I was unable to be released to the consistent bill. Even though I repeatedly explained i wasnt going to use the facilities, that I was traumatized after my first experience (due to no fault of planet fitness) over the death of my brother who was the whole reason I joined, and that i cannot afford randomly missing money out of my account, they refused. The billing was inconsistent, both with monthly date I was charged as well as the fiscal amount. In total, over the last 2 1/2 years, with the overdraft fees Ive had to pay from the inconsistent dates the money was taken for my account, as well as the inconvenience of driving there multiple times to take care of this on top of the constant reminder of the death of my brother, I feel as I should be reimbursed in full. 
  
  

• Initial Complaint

  03/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went in the club over a year ago and canceled my membership, a few months later they start charging my card again. Went back down only to find out they made a duplicate account. Can't tell me when or who established it, but want me to pay for there services still and I do not even go there, as of over a year now. I've tried to close out the duplicate account and they will not do it.Please make them close the account.

  Business response

  03/30/2022

  We have looked in our system and have all the previous accounts for **********************.  Both accounts previous that were from 07/14/2019 join date, as well as 06/27/2015 join date were cancelled due to being unable to collect the monthly dues. The balances on those accounts are $198.94, and $145.18.  The new account that was most recently opened on 11/09/2020 is also in a deliquent status.  The balance owed on this account is $304.48.  As a courtesy we have cancelled the most recent membership even though the balance remains.  This has been cancelled as of 03/30/2022, per my request.  Cancellation per our agreement should require the past due to be paid, however we are not collecting any money with the account still being active.  There is not a cancellation on file for any of the memberships because they were cancelled due to the bank account being deliquent.  If this membership would have been requested per the member in person, he would have had to have paid the balance in order to sign a cancellation form. Please let us know what else we can provide 

*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. ↩