Complaints

• Initial Complaint

  18/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  ** and managers are Very dishonest. In December of 2023 I told the ** I would like to temporarily suspend the contract for going overseas for more than *******. Which he agreed to do it and stopped the monthly fee withdrawal from my ***** When I renewed in November of 2024, the staff told me I owned them money for last 10months. They said suspension note is not in their system. Also, In November of 2023, they stopped my account who other Korean guy had similar name who was moving to other province. Another excuses. The massage chair/window and many other equipments does not work. Washrooms are very dirty. Why go there ??? Very POOR Customer Service. Video tape all the conversation with them ~~~ BIG TIPS: Membership NEVER expires even you did not pay the annual fee unless you have cancelled it. You are hooked for the all the payment even though you did not use the Gym . Planet will put you on their BLACKLIST, then you cannot use the facilities anywhere. Maximum membership suspension is 3months, they will not tell you this important information. Also, staff will tell you dont need to cancel the membership.

• Initial Complaint

  07/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My bank account information was *****ulently supplied to planet fitness *************** for another persons membership and my bank account was debited December and January for the monthly fee. I have filed a report with the police and attempts to work with the business to get my money refunded, however this has not happened and now the manager never calls me back. Initially the police advised planet fitness this was ***** and the membership should be cancelled and a refund issued, police were told yes absolutely. However since then I have been told that the manager will not be issuing a refund and has instead offered 2 mo the free access. I do not want gym access, if that were the case I would get a membership! I am the ****** of ***** and simply want the money taken without authorization, returned to me!

  Business response

  09/02/2024

  Hello,

  We have gone ahead and issued a refund for this member. On my end we had to follow procedure and investigate the cause of the *****. I have issued a refund and the member will get her money back in 2-3 business weeks. If there is anything else you would like from me please let me know.

   

  Sincerely,

  Raj

  Customer response

  09/02/2024

  
  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.
  

  that said, I was told this 3 weeks ago initially, then told it was t happening and was offered gym credit. so I have zero faith this will actually happen and I am in talks with my bank on the matter.
  
  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. ↩