ComplaintsforPlanet Fitness

• Initial Complaint

  03/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I joined Planet Fitness in 2023 and hardly ever used the membership so I decided in July of 2023 when the year contract was up not to renew and I cancelled the membership in the app and it said we hate to see you go and tried to offer me discounts but I just cancelled.They charged me another yearly fee and a few months thereafter to stop the charges I cancelled the card on file now they harass me to pay them several hundred dollars they say I owe. I called and they said come in and speak to the manager so I did just that only they said she wasn't available after telling me to come in and when she would be there. I did not get to see her. If you cant cancel on the app then they shouldn't allow that feature. I work full time | dont have time to wonder when a manager will be in to fix this now they tell me they are sending it to collections I just want them to leave me alone because I do not owe them and they have no right to ruin my credit for something I cancelled. I want them to cancel that fake debt and do not put that on my credit report I earnestly tried going in and calling and even cancelled on the app which said I was no longer a member. Thank you.

• Initial Complaint

  10/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I filled out a form to cancel my account on May 12 2023 inside Planet Fitness personally and Planet Fitness did not cancel my account. Planet Fitness also turned off the televisions 30 minutes prior to closing and would not turn the on per my request. Planet Fitness states I did not complete the form such that it was not "pushed through". I am continuing to be billed in error. I have called the 1800 number and local center to inquire why my account was not cancelled. I do not wish to have any membership with the Hixson Planet Fitness and want to be reimbursed. Thank you.

• Initial Complaint

  10/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Charged a fee incongruent with previous twelve monthly fees, on a different date, and with no prior warning. Upon contacting the location, they declined to offer a return of the charge and were unprofessional in addressing my concern. I was told it was an annual fee, that (to my understanding in signing the paperwork) was only for the first year. Unreasonable and what I feel is dishonest business practice. This charge is (I believe) intentionally set to be forgotten and a surprise to the average user. I feel like my money was stolen, and I didn’t agree to this.

• Initial Complaint

  01/27/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unresolved

  More info

  I had a Planet Fitness membership years ago and the same sort of thing happened but I tried it again and for the first 2 months, they took out money as agreed in the contract but in Dec 2021, they took the following: * 12/1/2021- 41.73 * 12/4/2021- 15.00 (my membership is 24.00 a month) * 12/17/2021- 24.70 So I tried to call the location and the manager was out, I sent an email and still have not heard from anyone. So in Jan 2022, * they tried to take the 24.70 but there was nothing in the account on 1/24/2022 and then turned around and took 39.70 on 1/25/2022 that overdrew my account. I am unable to get ahold of anyone to cancel my membership and get them to stop taking money out of my account!

  Business response

  03/04/2022

  Business Response /* (1000, 5, 2022/02/03) */ ********* signed her membership electronically online on 10/10/2021. She would have received a welcome email with her agreement to the provided email address. ********* would have been obligated to view her membership agreement prior to finalizing purchase online. The agreement states on bullet point six (6): "To cancel your monthly membership and stop the billing of the Monthly Membership Fee on or around the 17th of the month, the club must receive written notification delivered to the club by the 10th of the month either in person or preferably via certified mail to the club address listed above. Please note it may take up to seven (7) business days for any membership or billing changes to take effect. In order to cancel your membership prior to the billing of the Annual Membership Fee, the club requires written notice as described above no later than the 25th of the month before such billing. The Annual Membership Fee is fully earned when received and is non-refundable." Furthermore, bullet point 12 states "In accordance with applicable law, if our first attempt to collect any fee under this Agreement is unsuccessful, we may make additional attempts to collect from any/all payment methods you provide us, plus a service fee of up to $25 or the maximum amount allowed by law for each instance we submit or re-submit such payment request and it is returned uncollectable for any reason..." The service fee for *********'s membership is $15, which would change each monthly transaction that is declined from $24.70, to $39.70. Currently, with the only documentation on file for *********'s account being her initial contract, we are unable to meet *********'s desired resolution at this time. If ********* can provide documentation of cancellation (which would have been emailed to the address on file), we can waive the past due balance and return dues drafted post cancellation letter. We are unable to waive any past due balances, return dues/fees, or cancel the membership until the account is in good standing and the above requirements from bullet point six are met. Consumer Response /* (3000, 13, 2022/02/14) */ My account isn't past due so not even sure where they got that.

*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. ↩