Complaints

This profile includes complaints for Fitness at Coventry Plaza's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Fitness at Coventry Plaza

  6360 W Jefferson Blvd Fort Wayne, IN 46804-3075

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  Fitness at Coventry Plaza

  7528 S Anthony Blvd Fort Wayne, IN 46816-2523

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:04/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  I began my Black Card membership at Planet Fitness on Jan. 7, 2025 at on a cheapened price (New Year's Deal). I went into my home location and filed for membership cancelation on Feb. 14, 2025 due to financial hardship. I was told by the ******** that my membership was canceled and I would owe no further fees. Planet Fitness began charging my card later that month (around Feb. 16, 2025). I contacted Planet Fitness' customer service helpline and was told to contact my home location. The ******** at my home location then explained cancelations after the 10th of a month do not go in effect until the next month (my cancelation would not be effective until March 16). I was not told this when I actually canceled my membership. The ******** gave several dates when Planet Fitness would attempt to charge my card $25 (the monthly fee) claiming that Feb. 20, 21, 22, and a few dates in the first week of March is when my card would try to be charged. I did not have $25 on my debit card at the time which is why the charged weren't going through. The ******** also said that if my card could not be charged after the 1st week of March, no further charges would be tried and I would not owe Planet Fitness money again unless I reopened a membership. On March 14, 2025 Planet Fitness charged $40.08 to my debit card without any communication to me. I discovered this on April 8 and called my home location to request that a cancelation form be sent to my email. They said to call in the morning when a manager was available. I called my home location on April 9, 2025 and the ******** explained that because it took several tries to charge my account they applied a $15 late fee in addition to the monthly membership charge (this was the $40.08 they took from my account). This was the first ******** to tell me about the late fee. I asked if I currently had a membership I could use since they charged me for a monthly membership. The ******** said no, the $40.08 did not allow me to use the gym.

  Business Response

  Date: 04/21/2025

  Good Afternoon,

  Thank you for reaching out,  We took a look at your account and confirmed some of the details.  Yes, ****** did come in and cancel their membership on February 14th, 2025, and would have had access to the club until 3/16/25.  Within the membership agreement its states all cancelations must be completed by the 10th of the month to prevent billing, as well as the cancelation notice that was emailed to ****** outlined that they would still be billed $25.08 on 2/16/25.  Unforuntaly the the February billing was not collected and a late fee of $15.00 per the agreement was applied to their account.  Therefore the total of $40.08 remained on the account, which was then collected on a resubmission in full 3/14/25.  We understand the frustration, and applogize for any conusion, we do layout out all these details in the member agreement and attempt to provide clear guidance on our policys.  ******, has no outstanding balance on their account, and could return back to Planet FItness should they want to restart their membership back up.

   

  Thank you

  Customer Answer

  Date: 04/21/2025

   Planet Fitness, you are stating that your cancellation policy is clearly stated in the membership agreement. I was unable to find the terms and conditions of my membership agreement on the app. I was only able to find information about your cancellation policy on the *** portion of your website. The cancellation *** question is not easy to find. It does briefly give your cancellation policy, but I believe that I should have been properly informed of these policies by your employees instead of having to **** down your policy on my own. The employee who helped me cancel my membership told me that my membership would be cancelled and that I would owe you no further charges. Since this came straight from a Planet Fitness employee, I did not feel the need to go online and fact-check the employee, since I wrongly believed that your employees would relay trusted information to me. As a business, it is your responsibility to properly train employees so that they can properly inform your customers. Putting your cancellation policy on an obscure portion of your large website does not equate to informing your members of your policies, especially when employees are giving information in direct contradiction to your cancellation policies. It may have been my fault for trusting your employees for clear and proper information, but it is your fault for incorrectly training and informing your employees. I also take issue with the difficulties I had to go through to find out this information (multiple phones calls with employees and customer service representatives). The "Click to Cancel" rule from the ************************ went into effect on January 14, 2025, which should have changed your cancellation process to be just as quick and easy as my online 5-minute sign up process was. But, I had to cancel in person and talk to several employees in order to properly understand your policies. Cancelling has been much more difficult than signing up was. 
  

  Business Response

  Date: 04/29/2025

  Thank you for reaching out,

  We attempt to make our services easy to come and go as you choose, with memberships that include no commitments or buy out fees.  We also strive to ensure all of our members have the information they need to properly manage their membership.   I have included in this response a copy of your membership agreement, which you would have recieved via email when you signed up.  The agreement is also available on our app in the "My Information//My Membership" tabs.  The 9th bullet (bolded) does outline our cancelation policy, regarding process and timing related to billing.  Unfortunately our billing process does not let us make changes to a members billing after the 10th of the month, and the club teams cannot alter this process.  The cancelation document you attached also calls out the "Last Bill ***** as 2/16/25, as well as the "Total Due" of $25.08.  We strive to make sure our process and information we provide to our members is clear, and we will take your feedback to continue to look for ways to improve our process.

  With regards to the *** Click-to-Cancel ruling, while yes the ruling did go into effect Jan 14, 2025.  The functional date of the ruling begins on May 14, 2025, and we are nearly ready to deploy our online cancellation process any day now.  We are hoping that this creates an easier transition for our members to continue to come and go as they choose.

  As always we appreciate the feedback, Should you ever choose to give PF another try we would be willing to waive any enrollement fee at that time.

  Customer Answer

  Date: 05/05/2025

  While, I am still struggling to find the details of your policy on your app, I admit that it is available to find on your website. I still attest that the Planet Fitness employees that I spoke with after cancelling my membership should have informed me of your late policies and made it clear that my membership would still be effect until the next month. 

  In your previous message, you stated that you would be willing to drop the enrollment fee should I desire to open another membership at Planet Fitness. I would like the enrollment fee/startup fee, and first month payment to be waived if I start another Black Card membership at Planet Fitness. It appears that Planet Fitness is already temporarily waiving the enrollment fee for new members until May 16th so this does not seem as though it would be a big issue to waive. When I cancelled my Black Card membership in February I was unaware that I would have access to my home location until the following month. I did not access a Planet Fitness even though I was later charged for a membership fee plus a late fee in March. I believe that since I paid for a monthly membership at Planet Fitness that I did not use in any capacity, that having the first $24.99 + tax monthly payment waived from a new membership would be fair. 

  I did enjoy my home location and would love to return as a Black Card member, but having my enrollment/startup fee and my 1st monthly membership fee waived would make all the difference in my willingness to return and in my overall experience with Planet Fitness. 

• Initial Complaint

  Date:11/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  I was treated very rudely by the manager today and he refused to give me the contact information of the owner of the franchise so I could not file a complaint.

  Business Response

  Date: 11/25/2024

  Good Afternnoon,

  Our team has been in touch with Mr. ****** as of Nov 11th.  Mr. ***** was offered the contact information of the area manager as we do not give out the franchise ownership informtation.  Our field leadership team are the best people possible to make sure all complaints are handled with care.  Mr. ****** can reach out to the club anytime, and they will be happy to put him in touch with the correct person.

  Thank you