Complaints

• Initial Complaint

  04/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had cancelled my subscription back in January with a worker named ******. Who stayed that process cancellations at the end of the shift. I did not think I had to worry about anything. But when I realized I was being charged still on 04.18.24 and 04.23.24. I called the location with my concerns! I then told I would have to come in once again and fill out paperwork to cancel the subscription again! I became very frustrated try to explained that I did that the worker ***** she proceeded to hung on me twice! I then went to location where the situation became heated because the either got to yelling I’m broke my account wasn’t being charged because I had NSF and I’m broke! And that I want being refunded bs k my money! I told her call the police cause I needed this on paper she proceeded to do that! *** another worker was trying to assist me but was told by ***** to let me talk to myself! ***** would not provide me any higher up information another worker gave me number to billing department and a card to email the regional manager which I also sent an ensure to that went unhandled. Planet fitness seems a little fraudulent I am not the first complaint of uncanceled subscriptions this is a I’m going issue and now I’m out of my money!

  Business response

  05/05/2024

  The member called the building asking to cancel her membership because she thought she was getting double charged. The worker grabbed me, the manger, so I could tell her that we can't do cancellations over the phone and that it's policy that she has to either come into the building or send in a letter. She then got angry and started to scream through the phone to where the other coworkers could hear it. I kept trying to speak to her but she proceeded to scream. I hung up the phone. She called back a minute later saying that she wanted a refund. I told her she wasn't going to get a refund because she was never double charge. Our payment system wasn't ever able to get  payments from her for the past few months due to insufficient funds. She then started to scream again and wouldn't let me speak. So I ended the phone call again. She called back a third time saying that she was going to come up to the gym to cancel and put her hands on me while she called me names. So I ended the phone call once more. ****** came up to the gym 30 minutes later. She stated that she had already canceled her membership a long time ago with someone named ******. We never had anybody with that name that works or worked here. I asked her if she had her receipt for the cancellation. She said that she never needed to fill out a form and that whomever she claimed to have spoken to, processed cancellations at the end of the day. She switched up her story again saying that she never thought she would need to keep the receipt. I explained to her that everyone who works here is well trained to handle cancellations and that we've never done it that way. I told her I could cancel her myself and show her that it would say canceled. I handled her the cancellation papers. Then she continued to say that she wanted a refund. I pulled up her account and stated again that she wasn't going to get a refund because all of her payments were reversed due to insufficient funds and that's why she might think she's getting double charged because they'll try a couple of times after the first payment doesn't go through. I showed her on the computer so that she could physically see what it said on our end. She then started to cuss and get very loud saying that she was going to get a refund one way or the other and that she wants corporate's number. I told her we were franchise owned and gave her our regional's card and that she could email her and speak with her. She kept getting loud. All of the members in the gym turned their heads to see what was happening. I told her if she was going to continue to be loud that she needed to leave. She said that she wasn't going to leave and that I could call the police. I called the non-emergency dispatch number and they said they were going to send an officer out. ****** tried to talk with one of our employees a little calmer but still cursing. I told him not to speak with her until the police arrived. Once they did, she spoke with the officer. Once she was done, I spoke with the officer while she listened. She didn't like what I was telling them so she started to get loud again  to where the officer told her that she needed to leave. She wouldn't stop talking so they asked me if I wanted her trespassed from the property. I agreed. She never filled out the cancellation paper because she took it with her thinking that was her proof of cancellation but we have since canceled her membership the night of the incident. 

• Initial Complaint

  02/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I attempted to file this complaint several months ago, however, I received a message stating that my account could not be found. However, I was charged AGAIN today! I originally enrolled in a membership with planet fitness in January of 2020. A few months later in April 2020, I contacted customer service to cancel my membership. I was advised that the cancellation needed to be put into writing. This was done. I checked my app and the account starts it is cancelled. However, it is February 2023 and I am still being charged $24.71 EVERY month. The membership has NEVER been used. I have contacted the company NUMEROUS times in person and in writing to have this corrected and yet it has to be corrected. I have been charged every month since I cancelled the membership in April 2020. So for 32 months I have been charged $24.71. That is almost $850 this company has STOLEN over the course of 3 years. This is completely ridiculous. The membership information in the app shows that it was cancelled so I need to stop being charged and my money needs to be reimbursed!

  Business response

  02/24/2023

  Good evening,

  Please see attached

  There was a Return for Collections and an active account but we got the active account cancelled out. If
  we get proof of cancellation receipt, certified letter or email stating that she cancelled we will be happy
  to refund any money that was taken. Other than that, there is nothing more we can do.

  Thank you

  *********

• Initial Complaint

  10/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been a member of planet fitness since 2018. I canceled my membership effective 10/16 but was still charged a month fee. The very rude manager explained that due to it being after the 10th I would be charged. I request a refund of the 23 days past when I canceled bc I felt charging a full month was not right for a pre-paid service. The rude unprofessional manager said "well its already been done. anything else I can do. I want my prorated amount refunded.

  Business response

  10/18/2022

  Hello and thank you for your message. After using the customer's information provided, we were unable to locate a Planet Fitness membership within our franchise based in Austin, TX. This may be because the membership originated at a location outside of our franchise and therefore, we would be unable to view membership details. We were able to contact the Columbus, OH Hamilton Road Planet Fitness location and confirm your membership was with their franchise. We have notified their management team of your concerns and recommend to follow-up with your home club location by calling ###-###-#### as they are able to see your membership details and may be able to assist further. Please let us know if you have any questions. Thank you!

  Customer response

  10/20/2022

  I have already called and spoke with my home gym. I was told that they would not be providing any refund. Calling them a second time will not provide any solution. This needs to be resolved at an upper management level. 

  Business response

  10/28/2022

  ******* signed up for a membership in 2018 online. There were 5 total signatures, the second signature is in reference to our cancellation policy. Per our policy, you would need to cancel before the 10th of the month to keep from being drafted on the 17th. Agreement is attached with both cancellation policy and signature highlighted. ******* called the club and cancelled on the 16th, which was past the 10th which resulted in dues being collected on the 17th. ******* called the club and we informed her of cancellation policy and let her know we can not issue a refund. However, she does have access to the facility until the 10th of November.

*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. ↩