Complaints

• Initial Complaint

  01/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I requested a 3-month membership freeze for my Planet Fitness account in August 2023. The freeze was subject to last through mid-December of the same year, but I later decided to cancel my account altogether. As their policy requires, I returned to the location in November 2023 to complete the cancellation form. According to the employee servicing me, I was all set, but I never received any correspondence to note my cancellation. I didn't think much of it as the employee informed me it might take up to 7 business days to process; then, with the rush of the holidays, I figured the email was lost somewhere in my spam folder. I also wasn't charged for December. Still, in January of 2024, I was charged their annual fee. Realizing the mistake, I contacted the location by phone to notify them about the discrepancy and confirm my account cancellation. According to Planet Fitness, they had no record on file of me doing so. As the employee I spoke to had no authorization to assist me further, they said they'd pass my information along to a manager who'd contact me the following day. Unsurprisingly, I didn't receive a call. I contacted the location again to speak with the manager, who didn't come in today. I asked the employee to pass my information again, as, based on my call days prior, I knew he wouldn't be able to help. He then inquired about the purpose of my call. Despite my attempts at explaining why I'd prefer to speak with the manager, he refused to take my information, stating, They're just going to tell you the same thing, before hanging up on me. At this point, I want nothing to do with Planet Fitness. Their cancellation processes are downright predatory, with no options to cancel online or by phone. Also, according to my contract, I wont be able to do anything until the additional unauthorized charges ( annual and late payment fee) are settled, despite my attempt to cancel in person this passed November. How convenient.

  Business response

  01/25/2024

  Dear [BBB Representative] and *******,
  

  I trust this message finds you well. We would like to confirm that *******'s account was frozen as requested, essentially providing her with a complimentary 3-month membership starting from September. This means September, October, and November were offered free of charge.
  

  Despite not having a formal cancellation letter on file, we have proceeded to cancel her membership, even though there is a past due amount of $64. We consider this a gesture of goodwill, as technically she owes us $94.
  We hope this resolution is satisfactory, and we appreciate your understanding.
  

  Best regards,
  Planet Fitness Customer Service

*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. ↩