ComplaintsforPlanet Fitness

• Initial Complaint

  02/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  When I signed up for my membership in January, I was told by employee that I could cancel my membership by February 17th and I would not be charged the annual fee ($39.99). I attempted to verify this with questions. Today - February 15th - I went in and the Manager - Ms. S. B*** informed me that she had been hiring new employees around that time and they were probably told me something that wasn't true. She said that when I could cancel anytime, I was charged on 11th and that the billing was pending. I do not feel as if I should be penalized for Planet Fitness Employees being improperly trained and giving me incorrect information regardless of the small print. When I take extra time to ask question to clarify membership policies and then more time to attempt to cancel membership based on said conversation, Planet Fitness should honor what their employee said. The response from Ms. B*** that her employees were not properly trained should be a learning experience for them. If they have already set in motion taking my money, I would like it returned, stop payment, or a refund. Thank you.

  Business response

  02/24/2022

  My name is Siobhan B*** and i am the General Manager at the PLanet Fitness Solon, Ohio location. I actually spoke to this member and advised him that he can cancel at anytime, but to avoid certain fees for that month he woul dneed to cancel by the 10th of the month to avoid the monthly charge and in order to avoid the annual fee he must cancel 7 days before. He then stated my staff told him he could cancel on the 17th (which all members know we bill on the 17th of the month on an auto draft). I explained i do have new staff so i apologized for the mis information as they are learning. But i advised he if took a look at his agreement he signed the specific dates on when and how to cancel are written on the first page of his agreement. ********* then stated "its not the member's responsibility to take time out to read the agreement and small print that's what the staff is for." ********* has had 2 different memberships with us and the agreement, the cancel policy and bill date is the same each time he has signed up the policy has never changed. Attached is the agreement and i highlighted the specific area that outlines the cancel policy. Also attached is the BBB form that was sent in the mail. I was not sure really how to fill it out so hopefully it is done correctly. This is my first time having to respond to a BBB compliant. Please reach back out to me with any additional questions or concerns you all may have. Thank you and have a great day.
  
  Siobhan B***
  
  General Manager
  
  _____________________________________
  
  Planet Fitness | Home of the Judgement Free Zone®
  
  33605 Aurora Road
  
  Solon, OH 44139
  
  Phone: 440-349-1600
  
  www.planetfitness.com 

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