Complaints

• Initial Complaint

  04/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Account #********** On March 15,2023 I went into my club to cancel my membership since my university had just recently opened up their own gym. I was told by the club representative that I will still be charged the $24 +tax for that month because it was very close to the next billing date but I wont be charged for the annual fee since I closed my account way before the annual fee date. I signed the documents stating that I cancelled my membership and was told that the last day for me to use the gym was April 16. A week or two later I received a message saying that I there is an issue with the billing and that I need to pay $37. I spoke with a club member and was told that I will get a call back from their manager. 5 days later I didnt hear anything back and I called the club again and spoke with the manager and now I owe $90, and was told by the manger that my account was frozen and not closed. I got off the phone with them and called billing and the representative said that my cancellation was indeed processed on March 15 but because my payment got declined they switched my account to cancel pending but that I only owe the 27.02$ because I cancelled before the annual fee. I tried to update my checking account number since there was clearly an issue before and I was sent to another representative who was rude and accusing and told me that yes my account was pending cancellation but she cant charge me the $27 since theres also other charges on the account. I dont know what to do because at my club theyre saying one thing and the representatives of billing and customer service are saying that I only owe $27 and that I do not have to pay the annual fee, and I am not going to because my account was cancelled before the annual fee.

  Customer response

  04/07/2023

  Thank you for reaching out, my home clubs address is *******************************************************, ** *****

  Business response

  04/21/2023

  Good afternoon,

   

  I am so sorry that this is the experience that you had in our facility. We are currently going through a management and staff change so I do apologize for any delay in communication. 

   

  I received your request in regards to your Planet Fitness account. 
  It looks like there are a couple things going on. The account is cancelled but it looks like there was an issue with the billing bank account information.
  
  
  It also looks like the only payment that we have collected is your start up fee. I attached the image that shows that as well as your agreement. 
  
  
  I also attached your invoice history showing that we did not collect the payments that we due to us 3/17 or 4/1. These should have been collected prior to cancelling, but the account has already been cancelled. 
  
  
  We also have notes that we attempted to reach out to the phone number that you provided to corporate in regards to there being an issue with your membership.
  
  
  The $37 charge that you are seeing is coming from your bank. I encourage you to reach out to them. 
  
  
  There is nothing on our end that I can refund since we have not pulled any payments that were due. 

  However, I did waive any uncollected balances and went ahead and got the membership cancelled for you.
  
  
  Please let me know if you have any questions.
  
  
  Thank you -

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