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:08/03/2022

  Type:Billing 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.

  It was easy enough to sign up for the gym with Planet Fitness, but we have lost money through repeatedly trying to cancel the agreement and then it not being followed through with by the gym. As requested, paperwork was completed in person at the gym to request a cancellation. Two months or more went by and the $25 was still being drawn from the bank account. Phone contact and internet contact was made with assurances that it would be cancelled. Still more payments were taken. We even took the issue to the bank who thought that they could somehow block the draw, but that didn't work either - $50 more taken out. Today a nice gym representative took my phone call and assured me that no more payments would be taken and that we could still use the gym until the 16th if we wanted. He was kind and also apologized and seemed somewhat confused as to why we had all this trouble. At this point I feel that $150-$200 or more has been drawn out during the times that it was presumed that the cancellation went through. A proper resolution would be complete cancellation of ACH pulls from the bank and a refund of the $200. From reading the other reviews on this sight, it is clear that Planet Fitness needs to follow up with customer cancellations when requested and upon the first request. Perhaps the system for cancellation needs to be reviewed to prevent any oversights on the part of Planet Fitness.

  Business Response

  Date: 08/03/2022

  Planet Fitness has a cancelation policy that allows a member to cancel by mail or in person. Planet Fitness also does not require a member to have a minimum term and instead allows month to month memberships, cancel at anytime with no buyout fee. 
  The complaint states “paperwork” was filled out to cancel the membership. Planet Fitness membership joins and cancels and almost all of our literature is paperless. There is no paperwork that is ever filled out for a cancel. So I am curious what exactly that means when the member states that they filled paperwork out. Once a member advises one of our member services reps he or she  wish to cancel when at the gym an email confirmation is sent immediately confirming the cancel. It’s a very simple process that takes less than 15 seconds.  
  Last night when the member called the manager made an exception for the member and canceled the membership over the phone because the member stated they were having an issue canceling and because we at Planet Fitness will soon institute a means for members to cancel via the app or online. 
  I am very confident in the system we have in place and our team members. Although one may read a few complaints that came in over the last 6-7 years one should expect complaints when a company has over 16 million members.  
  I can’t speak for all ~2400 Planet Fitness gyms but I can for the 46 franchises we own that all have a B+ or higher BBB rating with 39 of the 46 A+   
  I have ensured the membership is canceled.