Complaints

• Initial Complaint

  08/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  I was charged $49 on July 31, 2024 by Planet Fitness. I reached out to them and let them know I didn’t authorize this charge and have never been into and did not sign up for membership. I called several times to cancel and was told I had to come in to cancel however i have no transportation. I was told i could not be provided refund even though i did not sign up for nor use the service.

  Business response

  08/18/2024

  Regarding *******'s complaint about the $49 charge on July 31, 2024, our records indicate that the charge was for the Annual Membership Fee. According to our membership agreement, this fee is fully earned when received and is non-refundable. The agreement clearly states that in order to avoid being billed the Annual Membership Fee, members must provide written notice of cancellation by the 25th of the month prior to the billing.
  
  In *******'s case, we did not receive any written notice of cancellation by the required date. Additionally, the contact information provided in *******’s complaint matches the information on file for the membership, which suggests that the account in question was indeed established under her name.
  
  While we understand that she has expressed concerns about the validity of the membership, if ******* believes she is a victim of fraud, we strongly recommend that she contacts the local authorities to investigate the matter further.
  
  We also want to clarify that while we require written notice for cancellations, this can be submitted either in person or via mail, as stated in our terms and conditions. We strive to accommodate our members to the best of our ability, but we are obligated to follow the procedures outlined in the membership agreement.

  Business response

  08/18/2024

  Regarding *******'s complaint about the $49 charge on July 31, 2024, our records indicate that the charge was for the Annual Membership Fee. According to our membership agreement, this fee is fully earned when received and is non-refundable. The agreement clearly states that in order to avoid being billed the Annual Membership Fee, members must provide written notice of cancellation by the 25th of the month prior to the billing.
  
  In *******'s case, we did not receive any written notice of cancellation by the required date. Additionally, the contact information provided in *******’s complaint matches the information on file for the membership, which suggests that the account in question was indeed established under her name.
  
  While we understand that she has expressed concerns about the validity of the membership, if ******* believes she is a victim of fraud, we strongly recommend that she contacts the local authorities to investigate the matter further.
  
  We also want to clarify that while we require written notice for cancellations, this can be submitted either in person or via mail, as stated in our terms and conditions. We strive to accommodate our members to the best of our ability, but we are obligated to follow the procedures outlined in the membership agreement.

  Customer response

  08/19/2024

  
  Complaint: ********
  
  I am rejecting this response because: i am entitled to a refund because i never used the services and i DID NOT sign up for membership. I’ve never stepped foot into a facility. Will be seeking legal advice 
  
  Sincerely,
  
  ****** ****

  Customer response

  08/19/2024

  
  Complaint: ********
  
  I am rejecting this response because: i am entitled to a refund because i never used the services and i DID NOT sign up for membership. I’ve never stepped foot into a facility. Will be seeking legal advice 
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  12/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I live in Pennsylvania where I went into a Planet fitness and wanted to create an account (it wouldn’t let me fill out the form online). Someone offered to help and put the wrong home gym. The gym base was in South Carolina, where I have never been. I called to pause my account once, where I was made aware of it, and they said they couldn’t and that they had gyms in Orlando so I shouldn’t worry. I was going to Orlando for training as I am a flight attendant. I called again a month later, because there were no gyms near me. They said I would have to wait for a manager to be in so I couldn’t that day. I then called again a week later, they said I had to come in person to cancel. I told them I don’t live there and don’t plan on visiting. They told me they would change my home gym to one in Pennsylvania so I could walk in and cancel. This was never done. I tried going in the pa gym to ask them to cancel and they said they wouldn’t be able to and I would have to call the South Carolina gym again. I tried again and again they said I have to wait for a manager. It’s been months and I tried one more time and I heard the manager in the back but they said he was not there again and that my only chance to cancel was to send a letter in with a signature, but I would not receive a refund at all. They said I would have to pay the month still and then it would end once they get the letter. It will be $75 in total they have taken from me, without me stepping a foot in a gym for the past 3 months. Please help.

  Business response

  12/19/2022

  Employee told Mrs. ******** that she can send a letter, but cannot cancel over the phone. If she wants to cancel her membership currently, I would need an email sent to ****************@planetfitness.com. There will be no refund issued because this is the first I have heard of this issue. There is an alternative, she can transfer to whatever Planet Fitness she is near. 

  Customer response

  12/19/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  With all the calls I made, I never had a chance to be in contact with you. I’ve never been in your state and I’m not paying for a stamp when you already continuously charged me for months. If the best solution would be to switch my gyms, I don’t understand why it hasn’t been done already. I work full time and am in flight most days and can’t easily call. It’s not fair to have a customer repeatedly having to ask when to call and you’re still not available those days. I do expect a refund.

  Sincerely,
  
  ******** *******

  Business response

  12/21/2022

  transfer.planetfitness.com

  I have also attached a copy of your contract that states you will continue to be billed until you cancel your membership. 

*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. ↩