Complaints

• Initial Complaint

  01/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Planet Fitness makes it hard for customers to cancel. Just like they make it so easy to sign up the same should be to cancel. Customers should be able to cancel at any facility since I am paying more money to go to any club in ***********. Also why have an App on the phone if you can cancel or make changes online. This to me seems like malice or fraud because life happens a customer may need to move out state or in hospital it should not be difficult to cancel. Thy keep taking money because I need to go in person to cancel and dont have the option to cancel at the closes club to me because is not where I started the membership.

• Initial Complaint

  06/30/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I've been a planet fitness customer for years. During 2021 (covid lockdown) I stopped going to the gym, and I lost my credit card. So I had it replaced. Little did I know that planet fitness, started charging me $39.99 per month for late fees, in addition to the $9.99 per month I agreed to.They did not inform me via email, or phone, proving that they have no intent on actually making money from the actual gym, only from tricking people like me into paying late fees.Since the lockdown was in full effect in puerto rico, I didn't go to the gym from Nov 2021 - March 2022. So when I return there were 5 late fees, and 5 months of past due bills. They have refused to work with me on the matter, and since opening a case with them, theyve now charged me 3 more late fees and 3 more months of access, while not allowing me to attend the gym.This company is clearly duplicitous, made 0 attemts to actually prevent this situation, and has offered no help to settle it. I demand a full waiving of all fraudulent late fees, and 3 months of charges.

  Business response

  06/28/2022

  Hello ****,

   

  Thank you for reaching out we will be more than happy to assist moving forward. All Planet Fitness locations are independently owned and franchised. I attempted to locate the membership in our system however we only service certain locations across 6 different states: *****, ********, ********, ********, **************, and ********.

  It appears the membership may have been started in ***********, and unfortunately if that is the case we are unable to assist or make any changes to the membership. All changes and updates would need to go through that specific location.

  Please let ** know if we can assist further in any way.

  Thanks,

  ******* *********************** Center Assistant Manager
  Excel Fitness 

  Customer response

  06/28/2022

  Complaint: 17462722
  
  I am rejecting this response because: it was not helpful, nor assisted in my claim. The specific branch in *********** whom I have been dealing with directly, has been waiting on corporate to approve my requests. Its been over 3 weeks and they're still, according to them, waiting on a response from HQ.
  Therefore, either my branch is lying to me, or this response is a lie. Either way, this is the 4th time I've gotten passed from one part of this shady business that cannot help me, to another part of this shady business that also cannot help me, so what am I to do? Local branch needs HQ to respond, and HQ is saying they don't work in *****************'m about to get my lawyer involved as this is about to start affecting my credit score, so please respond with an actual solution and not another passing of the baton.
  
  Regards,
  
  *********************

*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. ↩