Complaints

• Initial Complaint

  01/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I tried to downgrade my membership with no response. I tried to email, call and give a letter to a planet fitness center near where I'm at. I have done all but go into my main center because I do not live there anymore. After not only trying to downgrade but just cancel it they have responded only by saying you have to come into the one you signed up in. I cannot do that due to medical reasons and traveling that far at this time. They have tried to charge me for there subscriptions and I have found out they play the long con. They have 2 different business names that if they cannot get one payment they will use the other name to get around the blocked payment. I do not suggest you use this company ever because there is no reason why I should have to include my account and routing numbers. The bank I go through said this is going to go through there fraud department.

  Business response

  01/30/2023

  Im sorry to hear you are having an unsatisfactory experience. As your home club (Athens, Ohio) we have no record of contact from you about these matters until now. There are some options here to help you through this situation. Honestly the club near you should have helped and/or also made these following recommendations. Per the legal contract that you signed, cancellations can be handled in one of two ways. First being in person at your home club, or a written letter with signature mailed to your home club. Downgrading your account must be done in person at the home club as it is a rewriting and resigning of a legal contract. I would suggest that you transfer your membership to the location nearest to you, and either downgrade or cancel at that location once it is your home club. Transfers can be done online at planetfitness.com , going to the my account tab, and then change my club. Hopefully this resolves things for you.

  Customer response

  01/30/2023

  I do understand the local place should have done more but they couldn't because it wasn't my home gym. I have a broken leg and cannot come in because I am 20 minutes away from everything and a taxi or uber is 60$ round trip. Please fix this issue for future situations like this to were someone can just cancel over the phone with there home gym or downgrade like I originally wanted. I accept the business's response to resolve this complaint.
  

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