Complaints

• Initial Complaint

  03/22/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My health care plan pays for my gym membership. Yet just yesterday an employee of planet fitness canceled my membership because he said I used to much paper towl in the locker room area. I was not aware he can cancel my membership for such reason. I use the gym for health purposes and the ******************************************* location is the closest to my residence.

  Business response

  04/22/2024

  Dear ****************,
  
  I hope this message finds you well.
  
  I am writing to inform you of our decision to cancel your membership at **************** ****** **. Despite multiple communications and reminders from our staff regarding our policies, we have observed repeated instances of non-compliance.
  
  As you are aware, our club operates with a commitment to sustainability and environmental consciousness. One of our key policies is the restriction on the use of paper towels in locker room areas, as we provide hand dryers for our members' convenience. Additionally, we offer towels for purchase and encourage members to bring their own for personal use, particularly after workouts.
  
  Unfortunately, despite our best efforts to communicate this policy to you and address the concerns raised by our staff, we have continued to encounter issues. Your repeated disregard for our directives, particularly regarding the use of paper towels, has resulted in disruptions to the facility, including clogged drains and maintenance challenges in the showers.
  
  After careful consideration and evaluation of your repeated failure to adhere to our club's policies and directives from our management team, we have regrettably reached the decision to cancel your membership effective immediately.
  
  We appreciate the time you spent with us at **************** ****** **, and we sincerely hope that you find a fitness facility that better aligns with your needs and preferences.
  
  Should you have any questions or require further clarification regarding this decision, please do not hesitate to contact us.
  
  Wishing you all the best in your future fitness endeavors.
  
  Thank you, 
  
  Planet Fitness ****************, ** Team. 

• Initial Complaint

  08/10/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I called and visited this location in jan on **************************************************************************************** random small dollar amounts daily. Almost like an employee is charging the card on file. Its never the same and its compiled to hundreds of dollars. I am wondering if they are running some type of scam out of here while hoping no one notices. Screen shots provided are fr last few days alone. Please investigate. Who knows how many people this is happening to!!!

  Business response

  08/24/2022

  ID ********
  
  To Whom It May ******************** letter is in response to Complaint ID ******** for ***********************. Upon further investigation,***** still has an active membership with our **************** Planet Fitness located at *************************************************************. They never formally cancelled their membership with Planet Fitness.
  
  The pendingcharges ***** provided screenshots of (on their original BBB complaint) totaling $21.64 ($5.66, $9.01, $5.22 & $1.75), were never actually collected and these amounts were never debited from their bank account. These small charges that ***** referenced were from our collections process, but these amounts were never actually collected due to insufficient funds.
  
  Looking over *****'s Membership ********** *** account history, *** club History and *** Notes History for their Planet Fitness membership, almost all charges on this account have never been able to be collected due to insufficient funds and we even worked out a deal with ***** back in November of 2021 (See screenshots attached for *****s membership agreement, member invoice *** History, member invoice *** Club History and Member *** Notes).
  
  ***** had signed up for a black card membership with our **************** Planet Fitness on 11/22/2021. She paid the startup fee on 11/22/2021, which was prorated and totaled $1.10. ********** signed membership agreement, their first draft for their membership fees was to come out on 12/17/2021 in the amount of $25.36. We never received this payment due to insufficient funds. This is when the previous General Manager, *********************, decided to work out a solution for *****s past due membership fees. On 12/23/2021, ***** worked with ***** and agreed to waiving ****** overdue membership fees of $25.36 for 12/17/2021 and added in waiving their upcoming annual fee in the amount of $42.90, that was set to come out on 1/1/2022. ********************* also added in that ***** would not have to pay their monthly membership fee until 3/17/2022; giving them two free months. We did this as a good faith effort to keep ***** as a member. On the Member *** invoices club history attachment, you can see four coupons dated 12/23/2021 applied under Payment types for this agreement, which totaled $118.98 (three coupons for the monthly membership fees for 12/17/2021, 1/17/2022 & 2/17/2022 in the amount of $25.36 & one coupon for the annual fee for 1/1/2022 in the amount of $42.90). This was more than generous of the manager to do this for *****.
  
  When *****s 3/17/2022 draft came due for their membership fees, this was not collected due to insufficient funds. We did not receive any membership fees from ***** from 3/17/2022 through 8/17/2022, all due to insufficient funds.
  
  Since we have not successfully collected any funds from *********** account since the start of their membership, there is nothing for us to refund. ***** may be seeing an overdraft fee of $25.00 from their bank, but this would be unrelated to Planet Fitness. This would be a direct fee from their bank, not Planet Fitness.
  
  Our solution to resolve this BBB complaint is to formally cancel *****s membership as of today, 8/24/2022, and we will not collect on the debt that is owed. ***** will not receive any more attempts on collections. The current General Manager of our **************** Planet Fitness, *********************, contacted ***** on 8/24/2022 at approximately 12:00pm PDT via the phone number listed on their membership agreement *************). ***** did not answer and ***** left a voicemail for ***** detailing our resolution.

*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. ↩