Complaints

• Initial Complaint

  04/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Planet Fitness has grossly misrepresented itself from the very beginning in entire Tri-Cities Region and And I cannot seem to get a hold of anyone to talk about it either. A lot of their equipment at the Kingsport location needs to be maintained better, their version of a personal trainer is somebody who just shows you the equipment and doesn't actually train you one-on-one head-to-head toe to toe. When I brought up the idea of cancelling their membership with them cuz I have Black Card Membership which I thought it was going to be better and offered better training they now want to charge me *** *o cancel my membership totally and even to collect the ****** for the Black Card Membership to be collected on the 17th of the month and I do not think that is fair. Please do something about this before I have to get a lawyer involved to get me out of this contract

• Initial Complaint

  03/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I joined planted fitness April 2023. I went into close my account today 3.22.24 and was told I would have to purchase a "buyout". I advised I would be better off waiting until next month (literally X amount of days) and paying another *** and ending my contract. I have not been to the facility since 12.2023 due to a domestic violence incident between my ex partner and I. He also attended or attends the gym and has an active membership. I have an active order of protection which means he cannot be around me. This is why I have not gone since 12.2023. When I went to the location today the woman working behind the counter asked me why I wanted to cancel. I had to ask her to ask someone that appeared to be visiting her leave the front counter due to the nature of why I was canceling my membership. She asked the customer/friend to sit down and they did. She then tells me I need to come back and cancel. I told her I would not be back in person to cancel due to the order in place and not knowing if he would be there. Her "boss" stated on the phone that I could cancel online, we shall see. My main complaint was that my ex used my billing info for his account and I wanted it removed from his account since it VIOLATES my order. She told me she could not remove it without him present to add another billing account. I asked her how she expected that to happen if I have an active order of protection? I obviously cannot contact him and WILL NOT do so. She threw her hands up like I do not know what to tell you and gave me the GM's number. I want my billing info removed from his account because I am NOT LIABLE for his bills. I will not be asked to illegally have him present or talk to him when that is forbidden and someone will remove this whether it be corporate or I get an order from the judge. I will never be a customer here again due to the carelessness of my situation. How can someone be so unempathetic to a serious situation? Clearly more training needs to take place.

  Customer response

  03/25/2024

  This man is in jail and CANNOT appear to change billing info. He is being extradited back to TN. None of this is planet fitnesses business but since they want to make this difficult for a survivor I am advising them. Just take my info off of his account. He isn’t going to magically show up to change his info, he’s in jail. 

*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. ↩