Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:21/09/2022

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My adult daughter asked to borrow my credit card because she was joining Planet Fitness and they required a credit card for a one time charge, this appears to be what she fully believed. She does not have a credit card, so I let her use mine and she paid me back in cash. She moved away and told Planet Fitness she no longer needed a membership. Shortly after, they charged my **********. I spoke to my daughter who said she would deal with it. She paid me back what Planet Fitness charged me, now for the second time. Neither of us were aware that my card was kept on the file and I did not receive any contact with Planet Fitness to authorize the use of my card. Planet Fitness told her she needed to request her membership be closed in writing, so she wrote a letter but they claim they never got it. I found out later that the company requires letters with tracking numbers, therefore, her regular letter was not taken into account. For a 3rd time Planet Fitness charged my card $123. I spoke to Planet Fitness myself, who told me to write a letter and forge my daughters name. They never requested a tracking number. I requested my $123 back but they refused. A supervisor emailed me a few times and called my cell but I missed her call. I gave her 2 more dates to call me to deal with the issue of a refund, but she stopped reaching out. She did close my daughters account, but no one has reimbursed me nor explained how it is ethical to keep a persons credit card on their system without their knowledge. I have never been through the doors of a Planet Fitness, so in my opinion, my credit card number should never have been kept on file without my consent, let alone charged. I believe they should change their practice and require such consent, and I believe they owe me $123. Charges shown on Sept. 1, 2022 of my ********** statement.