ComplaintsforPlanet Fitness - Chillicothe, OH

• Initial Complaint

  04/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  I have been going to Planet Fitness for nearly 2 years. On 04/13/2024, my wife and I went into Planet Fitness, signed up for a tanning bed appointment. As we usually do, we went to **** **** to get a drink and then next door to shop while we wait the 45 minutes until our appointed time. When my wife and I returned, and after about 10 minute or so, an employee at the front desk walked up and rudely stated that he canceled our appointments because we had left the building. I have been doing this same thing for 2 years without any issues, and no one has ever informed either of us that we were not allowed to leave the building while waiting to tan. My wife and I left and eventually went back because she really wanted to tan. I told the employee (kid) after returning that next time, it would be more professional if he would have informed us not to leave as we were leaving, rather that watching us leave and then simply canceling our appointment. Because he didn't know me, he had no clue whether I knew about the rule change or not. My wife and I both signed up for a new appointment time, sat there quietly and waited. My wife was called back but my appointment was again canceled, even though, I sat there waiting. Instead of causing a big scene, I decided it would be best for me to just leave. If Planet Fitness is going to do something as severe as canceling appointment times on customers, they need to post a visable sign, informing customers not to leave. So that customers aren't blind sided by being forced to wait several hours trying to get a 12 minute tan. As I stated previously, I've been going to Planet Fitness for nearly 2 years and NO ONE has ever told me I had to stay and wait or my appointment time would be canceled.

  Business response

  05/03/2024

  Good afternoon,

   

  Our team has responded to complaint number ********

  I wanted to provide additional support as to why our team felt Mr. ******** made threatening remarks. Attached is the phone call in which he repeats what he said to our team member when the initial incident happened. This was too big of a file to attach to the complaint sent via email to our Chillicothe location.

   

  Please know we did go forward with a refund and that will be reimbursed in 7 business days.

   

  Thank you and have a wonderful day,

   

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

  District Manager

  Business response

  05/07/2024

  Good afternoon,

   

  Our team has responded to complaint number ********

  I wanted to provide additional support as to why our team felt Mr. ******** made threatening remarks. Attached is the phone call in which he repeats what he said to our team member when the initial incident happened. This was too big of a file to attach to the complaint sent via email to our Chillicothe location.

   

  Please know we did go forward with a refund and that will be reimbursed in 7 business days.

   

  Thank you and have a wonderful day,

   

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

  District Manager

  Customer response

  05/11/2024

  Planet Fitness also owes me for what they billed me on May 4, 2024. So, as of now, Planet Fitness owes me for March, April, and now May. 

  Additionally, the employee NEVER instructed my wife and I that we were not to leave. In fact, he looked right at us and smiled as we were leaving and never said a word. When my wife and I returned, he was extremely rude when informing us that he deleted our appointment believing it was very funny.

  The employee lied about the entire ordeal because my wife told him I was going to try and get him fired. When she spoke with him, he never mentioned anything about me making a threat of any kind. His only response was " OH, that's why he was so stern with me." Because there was no threat of any kind. I simply told him he didn't know me, so how did he know I knew about a rule that had never been enforced in my 3 year membership..

  But that is fine, my family, my wife and her family are all canceling their memberships as well. Any company who can be that disrespectful to a disabled 2-time Army Iragi Combat Veteran, ddes not need any business from my or mine.

• Initial Complaint

  06/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On June 15th, 2022 I sent an email to the general manager (***** ******) of Chillicothe Ohio planet fitness requesting the cancellation of my membership and a full refund. I did this as instructed by an associate employed there. As of today There has been no cancellation of my membership. No money has NOT been returned, and according to checking my account @ Planet fitness. I was in the facility on June 15th @ 11:33 a.m. NO, NO, NO... I have never set foot in that place since it has been in our city.

  Business response

  06/21/2022

  Good afternoon, 

  Thank you for forwarding me this issue. I was the one that received ******'s email on June 15th. When I receive an email cancellation, I check that member In, to time stamp when I have worked on the membership or issue(s) so if a problem arises in the future, I can see the last time I handled it. The cancellation ****** received does state that his last bill would be drafted on the 17th of June.  This is a copy and paste from ******'s membership agreement in regard to the cancellation process:

  "To cancel your monthly membership and stop the billing of the Monthly Membership Fee, the club must receive written notification from you delivered to the club by the 10th of the month either in person or preferably via electronic mail to chillicothe.oh@planetfitness.com or via certified mail to the club address listed above. Please note it may take up to seven (7) business days for any membership or billing changes to take effect. In order to cancel your membership prior to the billing of the Annual Membership Fee, the club requires written notice from you delivered as described above no later than the 25th of the month before such billing. The Annual Membership Fee is fully earned when received and is non-refundable."
  
  The membership has Mr. ***** information listed, so I did not attach his membership details. If you need further information, please reach out. As stated, the noticed had to be received on or before the 10th to not get billed, since we received the notice on the 15th, the membership fees were already in the "drafting" process. I hope this clears up any confusion,
  
  Thank you,

  Customer response

  06/21/2022

  even though the contract does state clearly about the cancellation process I was told by another employee there that I would be refunded any and all monies that have been charged to my bank account for the reason that I have not used the facility at any time during my initial sign up to my request for cancellation. Fact I have never stepped foot inside the facility since it was opened here in Chillicothe. Also I was given the run around for two days without any resolution or explanation. I feel I was mislead and bamboozled just so the the company could charge me anyways. 
  

  Business response

  06/23/2022

  Good afternoon,

  We apologize that Mr. ***** does not find our response satisfactory. All of our phone calls are recorded and were screened to see if this information was accurate. It was not mentioned in any call that we were going to give ****** a refund. When I canceled Mr. ***** on the 15th, he received an automatic email stating that his last bill date would be June 17th. In addition to all the correct documentation being given to Mr. ***** he did sign up another time in 2019 where he was unsatisfactory with the membership. Back in 2019 we worked with Mr. ***** as he was unclear what he signed up for. He signed up 2.7.2019 and wanted to terminate his membership 2.8.2019. Since it was in the 24-hour period we did refund him his startup fee. This being the second account and aware of the terms and conditions he agreed to, we are still at this time not issuing a refund. His email is up to date, and he did receive all documents in regard to his membership and cancellation. 

  Thank you for your time, 

  ***** ******

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