ComplaintsforPlanet Fitness

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have went in person on 2 different occasions to have my account cancelled in which it has not been. I have never used any of the facilities since the beginning of my membership due to Covid . I have asked the location on Winchester to close my account and they told me that I have to pay charges even though I have never used their services. I have also attempted to cancel over the phone and was told to come in person. My account has been billed for over a year for services not rendered or used.

  Business response

  02/05/2024

  This is in response to case # ********
  
  *************************** originally joined on February 27, 2023, at another location and ownership Group. ****** then transferred to our ************************* location on August 15, 2023. 
  
  ****************** is requesting a refund and for her membership to be cancelled. 
  
  The cancellation has been completed as of 2/1/2024.   There was no cancellation on file for A ******* prior to us Cancelling the account on 2/1/2024 as requested. 
  
  ****************** has also requested a refund amount of $176.00. 
  The Membership attempted to draft payment dues to the membership being active from the time ****************** joined. 
  Payments from September and December came back to us as declined and were not paid to the business. From the time of transfer, all other payments collected totaled $102.16 which is what we can refund. Refund is Processing as of 2/1/2024
  
  Account is now cancelled.

  Customer response

  02/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

  
  Sincerely,
  
  ***************************

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

  *******, ** 38118

  
  

• Initial Complaint

  12/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello...I cancelled my membership in person approximately 18 months ago at the ********** location in *******, **. My adult son was with me when I cancelled, so he is a witness. However, at the time, I was dealing with an assistant manager who verbally attacked and threatened my son and I just outside the building. We had just arrived, there was nowhere to sit outside, and I needed to remind him about the facility because he is ******** and has ADHD. He's high functioning and incredibly smart, but doesn't do well in high activity areas or crowds. So I was reminding him about machines, areas, showers, massage chairs, lockers, etc. It was quieter outside than inside so it was ideal. However, the assistant manager came at us full force, verbally attacking us for sitting just outside, even after I explained that I am a plus member and explaining things to my son, threatened us with calling the police as well. She was beyond nasty ... and I've NEVER visited a Planet Fitness since. Yet I've been getting wrongfully charged the past ***** months and need a refund immediately please. I apologize for the delay in reaching out, but I wasn't aware of these charges because my paying account had been hacked and I ended up going in and out of the hospital for 12 months. Thank you for your time and care in this matter ... it really upset both my son and I at the time ... he never wants to even see a Planet Fitness again :(

  Business response

  01/17/2023

  This is in response to case #********. 
  

  We sincerely apologize for this inconvenience and experience you had at our location. We strive to ensure we treat everyone with respect and have a judgement free environment. We have an entirely new Management team at this location and hope you choose to visit us again. We cancelled the account when received this letter and have now processed a refund for the dates below and amount.
  

  $608.38   2/17/21-12/17/22

• Initial Complaint

  09/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I've been trying to cancel my membership for month but with me being out of the states for a while, there is no way to cancel it. They are constantly direct depositing out of my account I just need my money back from the last 5 months.... I've call and ask for my account to be cancelled but either they don't answer or they will put me on hold.

  Business response

  09/27/2022

  This is in response to case # ********. We have reviewed our records again and noticed a call from ******* that was placed in May. The membership was not cancelled correctly.  We have now properly cancelled the account and sent the member a copy. We will also be issung a refund of $131.24 to the account on file.  We apologize for the inconvenience this has caused.
  

  Best of luck and hope to see you when you return.

  Customer response

  09/27/2022

   
  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.
  
  Sincerely,
  
  *************************

*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. ↩