ComplaintsforFlynn Fitness Group, LLC

• Initial Complaint

  08/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a member for over 8 years. I been going to this the McDonough location faithfully for about 2 years unless I was out of town. I was canceled by a new manager name *******. She has been extremely unprofessional, passive aggressive, and disrespectful. She has embarrassed me Infront of staff and other members. She has been harassing and antagonizing my friends and I since she has started. The gym is supposed to be a zen moment, to get peace and reduce stress as well as a quick workout In between life to maintain good health. To add to it I have automatic draft and they just pulled the fee off July 17th. This is unacceptable.

  Business response

  09/23/2024

  
  Thank you for contacting us. I would be more than happy to pass this situation along to the locations management team above the club level as well as the Director of operations, the General Manager will be reaching out directly.   

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 27, 2024 I joined the Planet Fitness in McDonough, Ga. After signing the agreement and paying the start up fees the manager told me I have a balance at another location and I cant workout at their gym. I asked if my start up fee would be going towards the balance at the other location I supposedly owed? The manager said no its a different owner that they would just be keeping my money because I just signed the paperwork. I truly believe it was because of the color of my skin. Im white and all employees were black..and the manager made it clear she could have called the other location and gotten the balance forgiven but decided not to. My wife is black so I know when Im being discriminated against because of the color of my skin.

  Business response

  05/01/2024

  Thank you for contacting us. I would be more than happy to pass this situation along to the locations management team above the club level as well as the Director of Operations. 
  

• Initial Complaint

  04/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Good day,My name is ************************* and I'm inquiring about a charge that was posted on my bank card without my authorization on 4 April 2024 In February 2024, I sent a letter to your establishment(Planet Fitness -******************) to cancel my membership. I was told that I couldn't cancel over the phone even though I no longer reside there. I lived in ************** and have been back here since July 2021. My stay there was only temporary(to be exact 7 months). When I saw the charge, I called immediately. The person I spoke to stated that the account was not cancelled and they didn't receive the letter and that because I was not in **, he would cancel it and speak to my manager about crediting my account. I spoke to your manager and according to him, you stated to him that my account would not be credited due to (1)you have no record of the letter and (2) that the account can't be credited because it's already cancelled. This is absurd and unacceptable. I am waiting for a response as to how you will resolve this issue. All the appropriate steps were followed on my end. If I was there, I would have gone to the location. You can see that I have not been in that facility since 2021.Thanks *************** ************

  Business response

  04/15/2024

  Thank you for contacting us. I would be more than happy to pass this situation along to the locations Regional Manager  above the club level as well as the Director of Operations. 

  Customer response

  04/16/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. The matter has been resolved
  
  Regards,
  
  *************************

• Initial Complaint

  02/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Thursday February 8, **** I visited the Planet Fitness in **********. I checked in and started to proceed to workout. The general manager, *****, started yelling my name and I turned around. He started that I needed to take a picture. I informed him that no one told me even when I asked I was told no. I asked can I take the picture tomorrow because I was not camera ready. He immediately began upset for no reason and said he was canceling my account. At that point I said fine, I will take the picture because I just want to workout. ***** refused to take the picture and claimed her canceled my account. I asked for proof that it was canceled and he said he was calling the police. I was humiliated over a picture and still have no proof that the membership is cancelled or why my membership was cancelled.

  Business response

  02/09/2024

  Thank you for contacting us. I would be more than happy to pass this situation along to the locations management team above the club level as well as the franchise owners. A General Manager will be in contact with you about this matter. 
  

  Customer response

  02/09/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Leara

   

   

• Initial Complaint

  08/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My membership to planet fitness gym was fraudulently canceled by an employee ******************************* without my permission. I received a form stating that my membership was canceled on 08/18 and I did not call or visit the studio on this date. There is also a member signature spot which has a line crossed through it, this is not my marking or signature.

  Business response

  08/21/2023

  We want you to know that we value your membership with us and appreciate you taking the time to provide us with feedback. Membership was cancelled due to balance  at another location, a stopped payment was put on the previous account on 5/21/2018. A phone call was made to make members aware of this balance once the membership is paid Member can rejoin. 

• Initial Complaint

  08/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I recently checked my account and noticed an unusual charge from Planet Fitness which prompted me to immediately reached out to the gym's Revere location seeking clarification and resolution.To my surprise, the representative confirmed the charges. Despite my distinct recollection of submitting a doctor's note in 2018 and completing a membership cancellation form due to pregnancy-related bedrest. I believed my membership was terminated, and I would not incur any further fees. However, I was stunned to find that charges had been consistently applied from 2018 through 2023, despite the cancellation request and medical document. This revelation has raised concerns about the integrity of Planet Fitness and Alder Partners LLC.Seeking resolution, I spoke with the gym's manager, but my interaction was disheartening. The manager displayed a dismissive and rude attitude and her excuse of "nothing was scanned in" and "not working there" in 2018 to address the issue was unacceptable. As a customer with legitimate concerns, I deserved better treatment. While the manager did cancel my membership, the unauthorized charges remained unresolved. It is deeply troubling that Planet Fitness/Alder Partners LLC continued charging me for services I cancelled and never received.Attempting to escalate the matter, I was directed to the Regional Manager, who has failed to contact me and respond to my email within the promised timeframe. This disregard reflects an organizational culture prioritizing financial gain over customer satisfaction; leaving me feeling further dismissed. Regrettably, my detailed email to the Regional Manager on July 12, 2023, has gone unanswered as of August 1, 2023. The disregard for customers, lack of transparency, and unwillingness to rectify mistakes raise serious concerns about their priorities.I implore immediate action to rectify this situation, refund the unauthorized charges, and address systemic issues to ensure fair treatment for all customers.

  Business response

  08/02/2023

  Thank you for contacting us. We want you to know that we value your membership with us and appreciate you taking the time to provide us with feedback. We strive to provide exceptional member service at all times. We make it a goal to provide members with a facility that has an excellent staff, spotless locker rooms/gym floors, functioning and clean equipment. We are very sorry this was your experience at your club. I have shared your concerns with the management team, as well as the clubs franchise owners.

• Initial Complaint

  06/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved and they won't allow me to cancel without writing a letter or coming into the branch. I want it cancelled immediately. I can't get down there and I'm not going back to the 90s to write a letter.

  Business response

  06/22/2023

  
  
  You may cancel according to our policy: Per the agreement, in order to cancel a membership, one must either go to the club in person to fill out a cancellation form, or send a letter (preferably via certified mail) to the club, requesting cancellation. Please note: Memberships cannot be cancelled via fax, phone, or email.
  
  The processing of this cancellation request is subject to any agreement obligations. For more information, please refer to the membership agreement or call your home location. If your membership has a 12 month commitment and you wish to cancel at any time before the commitment is met, you can pay a $58 buyout fee to do so. If you wish to cancel after the 12 months has been met, the buyout fee ...

  Customer response

  06/23/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *********

   

   

• Initial Complaint

  01/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I never joined this location or authorized use of my bank account. I sent an email with screenshots. I called this location today Saturday January 21, 2023 and received no assistance. I am owed a refund of $138.36 this is illegal I never authorized this location to withdraw or have access to my bank account.

  Business response

  01/23/2023

  we have an account for this Name and Email address. Joined online at home on 9/24/2021, and transfer out to a different location on 1/4/2023. For more information please reach out to the General Manager or our financial services *** they will be able to tell you which club the account was transfered to and if it is still active. 

  Customer response

  01/23/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  09/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I found a charge to my MC of $49.66 in addition to monthly fee which appeared in June 2022. I called and was told they had no idea what that charge was but I would receive a refund sent by check to my home. Its now September and after calls every week, still no check and no one in management returns my calls or emails

  Business response

  09/12/2022

  Thank you for contacting us. We want you to know that we value your membership with us and appreciate you taking the time to provide us with feedback. We strive to provide exceptional member service at all times. We make it a goal to provide members with a facility that has an excellent staff, spotless locker rooms/gym floors, functioning and clean equipment. We are very sorry this was your experience at your club.The balacne you are seeing for $49.66 is the one time start up fee you were charged when you joined on 6/15/2022. 

• Initial Complaint

  07/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I joined planet fitness in McDonough ** on ************. A month ago. When I joined I was informed my monthly fee is $10. When I signed up planet fitness took my bank account information as well as my credit card information. On 6/24/22 they took $10 out for my monthly fee. I received a text message advising me there was an issue with my account and to contact them. Before I could I notice they went back into my account in 07/02/22 and stole $15 . When I asked about it I was told that I was charged a late fee. I said for what. I was told because of an issue with my bank account they had to resend the payment through my charge card therefore making my payment lateOMG I cant believe this. They have two means of getting money out your account but charge me a late fee after saying there was a issue with my payment. To no avail they did not want to return my $15 back to me. I went to the facility and cancelled my membership immediately. This sneaky and low down. I will never do business at this location again. Very unsatisfied customer. They did not care.

  Business response

  07/07/2022

  Per Membership agreement, Billing Information. 

  BILLING INFORMATION
  You may pay your balance in person at the club; or online through the Member Login on www.planetfitness.com .  The billing date is on/shortly after the 17th of each month.The cut-off date is the 10th of the month. This means all billing changes must be received by the 10th of the month, to take effect for that same months billing. A $15 service fee is assessed each time a payment is returned as uncollectible.
  
  Primary will not accept EFT
  Your primary account would not accept EFT (Electronic funds transferred) and when the Primary returns Planet Fitness is assessed a fee for the return.   Once returned it will be re-submitted with a late fee using your secondary form of payment.  You will need to update your primary with an account that will accept re-occurring EFT.  
  
  You may pay/update your account in person at the club; or online through the Member Login on www.planetfitness.com .  The billing date is on/shortly after the 17th of each month. The cut-off date is the 10th of the month. This means all billing changes must be received by the 10th of the month, to take effect for that same months billing. A $15 late fee is assessed each time a payment is returned as uncollectible
  

  Customer response

  07/07/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  This is not acceptable. You have two means if collecting the money from my account. All of the information was entered correctly. I have cancelled my membership. 
  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. ↩