Complaints

• Initial Complaint

  17/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I signed up for Planet fitness membership, I'd actually been paying for at least a year but couldn't find the time and the only options to cancel are to write a letter and send it in the mail or go in person even it was more than easy to sign up online, I sent a letter a few months ago but still received withdrawals every month, today I went in person to cancel and they told me they'd never received any mail. I feel the process to cancel membership definitely doesn't meet proper requirements, I've never once attended this gym, and yet it's difficult to cancel, and I'll still be charge for another month even I've already canceled. How is this not shady business behaviour.. I would've at least expected a month refund, but the difficulties canceling are my biggest concerns, and that's lost me at least a few hundred...all feels very shady business practices

• Initial Complaint

  21/05/2024

  Complaint Type:

  Facilities Issues

  Status:

  Unanswered

  More info

  I was in this business working out about 8 ish months ago and a man tried to get me out of the gym. He came up to me and said we are leaving after this, go finish your bicep workout (so he was watching me) and I walked away. I went to the washroom when he wasn't looking. There was a gal in the change room and I told her what was going on. She said if he follows me out she will distract him. I got to the door and he was right behind me in the reflection. The gal grabbed him and I was able to leave. He dated a friend of mine after and the same thing happened to her but at her work. I stopped going to that gym and started a new one also in **********, I heard he wasn't there anymore so I re signed up, But. He was there. he followed me all over the gym (this is about 3 ish weeks ago) he saw me and got closer and closer until he was right beside me and right away I went to the front staff and told them what i've written here. The man saw me talking to staff and decided to try and leave. The staff (a guy) walked to him before he left and talked to him. After about *********************************** and said "I told him I don't believe you and this is his gym times so just avoid coming here then. : "I was like.. wtf? what? no no so he tried to get me out of here and he gets pick of when he gets to work out? how is that a thing? I then said. Ok I'm going to go into the change room and come back and cancel. I did just that and didn't argue it or cry. They didn't even walk me out, so now this guy is angry and I'm outside vulnerable. Awesome. I told my boyfriend about it and he also went down there and canceled his membership with them and gave them the earful I should have.

  Customer response

  21/05/2024

  It was a member that tried to get me out of the gym. The employee treated the situation very incorrectly. So it is technically both employee and member. 

  Customer response

  27/05/2024

  The issue was with staff. They excused a man of his actions and did not even walk me out to my vehicle to make sure I was safe from this man that was a client. Nor did they deal with this man trying to get me out of the gym then following me around the gym on this day. Thats unacceptable. 

• Initial Complaint

  21/07/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have requested to have my membership cancelled a month ago over email and I did not realize they did not cancel it so I called the gym I went to and they informed me you can’t cancel over the phone or email but only in person or send them mail with a letter saying cancel it upon reading other complaints from other customers they don’t even cancel if you send it through mail I believe this company is corrupt and the reason they won’t take a cancellation through email because it will be electronic trail that will prove they are stealing money from their customers that no longer require their gym membership. We live in a day and age where we don’t send stuff through that mail anymore. Most financial and important documents can be signed online this company is corrupt stealing money from their customers, all on the fact that they say their policy requires it this way as far as I am concerned that policy is in place so that they can ***** from their customers

  Business response

  03/08/2023

  Chance did call and speak to the staff in Chilliwack. The front desk staff informed him that the two ways we do cancelation (which is detailed in his contract that he signed) is by coming into the club and signing the cancelation document or if he can’t do that since he moved he can send us a letter (preferably certified mail so there is a tracking number) and once we receive it at the club we can go ahead and process the cancelation on our end. But those are the only two ways we do cancelations.  The staff also informed him that we do not do cancelations over the phone as we need his signature to cancel. He yelled and ******** *****d my staff members in chilliwack. I called him back and explained the same thing as the staff did and I let him know I did not appreciate the way he spoke to my staff as they are just doing their job and those are the two ways to cancel (again in club or sending us a letter to the club and I could cancel it) he then started yelling and swearing at me and calling me very rude names I gave him one chance to talk to me nicely and he failed to do so and started yelling more. The phone call ended. I ended up passing his information off to my boss as we do not tolerate members to ******** ***** our staff especially on multiple occasions. We decided to cancel his membership due to policy violations as he ******** ********* staff on multiple occasions. Let me know if you need anything else from me. 

• Initial Complaint

  08/08/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I had a membership at Planet Fitness before Covid19, and when legislation stated that unvaccinated people were not allowed to enter a fitness club, I called in to Planet Fitness and requested that my account be terminated. This first call was made last year on September 20, 2021. The lady at the desk suggested that I freeze my account instead because it was announced that Health Canada was going to announce in February 2022 whether or not they decided that unvaccinated people could enter fitness clubs again or not. So I agreed and verbally consented to have my account frozen instead of cancelled. I later noticed that the following month in October 2021, another payment was taken out of my bank account. I called on November 15 to inquire as to why and the clerk at told me they were very sorry and and that it would be corrected and they would have the manager call me back. I never recieved a call from anyone. I did a follow up call on December 1 2021 because I noticed that they took a payment out again at the end of November 2021. When I called in, they apologized again and didnt know why because there were notes on my file stating my request to have my account frozen. He said he would have the manager call me and I asked to speak to the manager at that time instead. The manager came on the phone and apologized and told me he would have it looked into and call me back. I never received a phone call and after one week, I drove there to speak to someone in person. That manager told me there was no record on file of my request to freeze my account and that i should bring in proof of my phone calls and he'd send it off to head office and i would get a refund in 8 weeks. By May 18, 2022 I still hadnt recieved any refund so I called in again and they suggested I email Karlee Arden, manager. I did, then recieved a call from her stating "bottom line, you're not getting a refund, you didnt request to freeze your account and can't prove it." I have phone record

*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. ↩