ComplaintsforPlanet Fitness

• Initial Complaint

  05/31/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  ON 04/15/22, I CONTACTED THE FACILITY ABOUT CANCELLING MY MEMBERSHIP. I WAS TOLD BY AN EMPLOYEE THAT THIS WOULD HAVE TO BE DONE ONLINE AND SHE GAVE ME THE ***** TO DO SO. i SUBMITTED MY REQUEST IN WRITING VIA THE ***** ADDRESS GIVEN. I THEN RECEIVED AN ***** RESPONSE FROM THE CORPORATE OFFICE STATING THAT I WOULD HAVE TO GO THRU MY ***** FACILITY TO CANCEL AND THAT THEY COULDN'T PROCESS THE CANCELLATION. ON 04/12/22, I CALLED THE ***** FACILITY TO INQUIRE ABOUT MY REFUND- SPOKE TO STORMI (MGR) WHO SAID THAT SHE WOULD SUBMIT MY CANCELLATION TO THE CORPORTATE BILLING OFFICE SO THAT THEY WOULD STOP BILLING MY **** ACCOUNT. SHE DID THAT BUT ONLY CANCELLED ON THE 04/16/22 INSTEAD OF THE ORIGINAL DATE OF 04/06/22. I CALLED STORMI AGAIN AND SENT HER THE ORIGINAL ***** SHOWING MY DESIRE TO CANCEL MY MEMBERSHIP ON 04/06/22 BEFORE THE BILLING DATE. SHE SAID THAT SHE WOULD SUBMIT THIS TO HER DISTRICT MGR AND TRY TO GET THIS CORRECTED. ON 05/27/22, CALLED AGAIN AFTER THREE ATTEMPTS TO SPEAK WITH STORMI ABOUT THIS SAME SITUATION AND SHE TOLD ME THAT THEY DIDN'THAVE ANY NOTES FROM THEIR EMPLOYEE ABOUT WHAT WAS TOLD TO ME AND THEY COULDN'T REFUND ME ANY OF MY MONEY. I ASKED FOR THE DISTRICT MGE **** TO CALL THEM, SHE REFUSED TO GIVE ME THAT ****. I ASKED FOR AN ***** ADDRESS, SHE AGAIN REFUSED TO GIVE ME THAT ****. I ASKED HER TO ***** HER BOSS AND HAVE THEM TO CALL ME ASAP, AS THIS HAS BEEN ONGOING SINCE APRIL WITH NO RESOLUTION. I ALS TOLD HER THAT ITS NOT MY FAULT THE **** GIVEN BY THEIR EMPLOYEE WAS WRG AND THAT THEY DIDN'T MAKE ANY NOTES IN THE SYSTEM TO INDICATE WHAT WAS TOLD TO ME. ITS UNFAIR AND TOTAL BAD BUSINESS PRACTICES TO NOT REFUND ME. I SENT HER THE ***** I SENT ALONG WITH THE **** DRAFT TO SHOW HER THE AMOUNT TAKEN FROM MY ACCOUNT. I WILL NEVER PATRONIZE THIS BUSINESS AND REFUSE TO PROMOTE THIS BUSINESS. THEY ARE NOT GOOD REPRESENTATIVES OF THEIR BUSINESS. I WILL NEVER JOIN THEIR FACILITY AGAIN!!!! EVER DISGRUNTLED CUSTOMER

  Business response

  05/31/2022

  On 4/12 we received the first email from ************************* after she called asking for correct email. Staff cancelled membership in club after receiving email due to needing written consent. On 4/19 ***************** emailed asking for refund in which I replied memberships have to be cancelled a full seven days prior to stop transactions. ****** called 4/27 inquiring about the refund, informed member she would need to forward the original email before further actions could take place. On 5/10 ***************** forwarded the original email. The week of 5/10 I was sick and unable to perform job duties, so I awaited the following week to call member services in attempt to get a refund. In the midst of interviewing, hiring and training I still attempted to call member services several times. Finally today 5/31 I was able to get in touch with member services and request the refund. ****** services confirmed her refund will be in her account in 3-5 days. I have already spoken with ***************** via phone to make her aware to look out for the refund.

  Customer response

  06/02/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

*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. ↩