Complaints

• Initial Complaint

  04/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  My son joined this gym PLANET FITNESS ON *************** with my permission to use my financial information. He gave them my bank account number and my credit card as an alternative payment method. He joined the gym in October 2023, when they started to take out $25/month. I recently noticed that there were some transactions of $10. $15 and $25. So, I asked my son what plan he was under. He is under a $10/month contract. So, I called Planet Fitness, spoke with someone in finance, and asked what was happening. And I was told that my bank keeps declining my payments, so they take them out of the alternate payment information given. So, I asked. If this is happening, then why not call or mail a letter to let the customer know? So, I reached out to my bank, who stated that they don't have any charges for Planet Fitness. Then I looked at my son's phone log and found no calls from Plant Fitness or any affiliation with Planet Fitness. No letter, no phone calls, no emails? I guess that is how they do business!!! So up to date, I have been charged $214, which should be $119, and they want to give me credit for the next month $10..

• Initial Complaint

  01/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  11/18/2021 - Purchased a Planet Fitness Membership with no commitment (Contract 11182021)07/06/2022 - Within Planet Fitness App "PFMobile" There is a button to upgrade on this day I accidentally tapped and my Contract changed with no consent or user acknowledgement of a change of contract. User is only made aware of this after as an email is sent to them (Contract ********). 1/30/2023 - I attempted to cancel my membership and was made of aware of the changes today.My complaint is that I was forced into a contract I did not agree. I was given no chance to give consent through their app. All signatures on the contract ******** are e-signed and within the app at no time was I given any acknowledgement to these specific terms. Another complaint it is extremely easy to accidently sign up for a membership through online means but its is impossible to cancel immediately after signing up even though within their contract they state they allow cancelation within a few days

• Initial Complaint

  04/20/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I called on April 2,2022 ,to cancel my membership, I joined on July 20,2021,first payment came out in September, 2021.When I called a gentleman told me to come in before the 10th of April and it is cancel ,with your letter.Iask ,that's all I need and he told me yes ,I'm looking at your account. I had to get someone to drive me there ,I came in the 4th ,this past Monday ,I was told ,you have to wait till September. I am very upset ,I brought my letter and paid someone to drive me .Do I need to contact BBB,I hope we can get this taken care of now ,I did my end .My name is ****** **** ,XXXXXXXXXX I did what I was told to do ,I ask several times ,you looking at my account, he told me yes ,it will be cancel for you .

• Initial Complaint

  03/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been trying to cancel membership for almost a year. I have never been to the facility to use it as things have happened to keep me from doing so. I have called and emailed this company yet they still try to draft my account twice a month causing me teturn check fees of 29 dollars twice a month. This is crazy. I have several health issues that have prevented me from going to the facility and most recently i found out o had to go in to cancel about 3 months ago and called to let them know that was impossible due to my health issues n now i totaled my car back in nov and do not drive. i want this resolved and planet fitness ro pay me for the return fees in the amount of $100 which is not even half of what they have caused me

  Business response

  07/10/2022

  Business Response /* (1000, 5, 2022/03/04) */ We have reviewed Ms. *********'s account. October 25, 2021 Ms ********* reached out to our member inquiry line via email and or by phone. At that time her case was transferred to the Club (to myself) on 10/26/2021. Prior to that we had not received any requests or inquiries for this account. However, Ms. *********'s account has maintained a balance since July 2021. We have reached out to her each month since July 2021 through the current date, in hopes to clear up the past due balances and return her account back to good standings. We have reached out via phone and through text message with the contact number listed (here). After that communication Ms. ********* account was paid on time until January 2022. Ms. ********* stated, she had to "go to the club to cancel", that is partly true. However we did let Ms. ********* know the two ways a Planet Fitness member may go about cancelling their membership. In-fact, on 10/26/2021, (the day that I received the case), I reached out to Ms. ********* and followed up with an email reiterating the cancellation process. I let Ms. ********* know that per her membership agreement, It does require a written signature to cancel and all balances must be paid prior to cancelling. Ms. ********* was informed of her balance which was around $120.00 at the time of this communication and that she may cancel one of two ways. Either a written request and signature via mail or written signature inside the facility. Ms. ********* also has a 12 month commitment with her membership. To break the current commitment Ms. ********* has, it would require her to remit a $58 buyout/cancellation fee, due to early termination of her contract. Since providing her with this information, we have not heard anything back from Ms. *********. We are sorry to hear that Ms. ********* has gone through hardships, as we were not made aware at any point of our communication with Ms ********* directly, or through our Inquiry line. As stated, If Ms. ********* cannot/does not wish to come into the facility to cancel she may have her written request delivered to the club, with a money order for remaining balance and termination fee that way we may proceed with cancellation. Consumer Response /* (3000, 7, 2022/03/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was never made aware of the balance nor did I willingly pay the fee. It must have came out the bank account before I transferred funds out. I called prior to Oct as stated. I responded to messages that i received via text and even asked my bank for assistance. I still feel this is a rip off as i never set foot on any piece of equipment in any pf facility and the fees they have caused is more than 120. I guess it is customary to attempt several times in a week or month. I have contacted my bank again in regards to these transactions as per my emails i stopped authorizing charges for pf months ago

*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. ↩