Complaints

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

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  Planet Fitness

  166 Grove St Franklin, MA 02038-3171

• 

  Planet Fitness

  2 Hampshire St Ste 302 Foxboro, MA 02035-2896

• 

  Planet Fitness

  21 Apex Dr Marlborough, MA 01752-1884

• 

  Planet Fitness

  215 W Central St Natick, MA 01760-3775

• 

  Planet Fitness

  715 Crescent St Brockton, MA 02302-3363

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:02/16/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 presented to the Planet Fitness in ******** on 2/8. I spoke with the manager **** to cancel my account I paid what I owed in the account and she told me she would cancel the membership. One week later, I get a text message from Planet Fitness stating that there was an issue with my payment. When I called the ************** told me that she couldnt cancel my membership and that she called me and left a message. There were no phone calls and I have my cell phone bills to prove this. I then spoke with **** again on 2/14. She sent me a notice that she was waiving the fees in the account and it would be cancelled. I asked **** for the number to speak to her boss and she gave me an incorrect phone number. I called the **** number that was on the text message I had gotten saying there was an issue with my payment on 2/15 and I was told that I still owed a balance of ***** as **** only waived the late fee. I called planet fitness in Cranston back again on 2/15 and this time spoke to the assistant manager ******. I explained the situation and she told me that she would have ******** the regional manager call me back, which of course never happened. I want a refund of ***** that I was charged due to ***** failure to do her job. On the document

  Business Response

  Date: 02/17/2023

  Hello,

  Thank you for bringing this matter to our attention. We apologize that you had a negative member experience in regards to the cancelation of your membership. Upon review of the feedback submitted and reviewing the membership under *********************, we will be processing the refund of $20.05 billed on February 16th, 2023. Is the billing information on file still accurate to process a refund? This being a checking account ending in **** through BoA? If not, a refund check can be sent to your mailing address. Please let us know how you would prefer us to proceed. 

  We will be reviewing this with the club level management to avoid this instance from happening in the future. We hope this resolutions finds you well and we consider this resolved! 

  Customer Answer

  Date: 02/17/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. I would like a refund check sent to my address *****************************************************************************. As the prior billing is no longer correct. Can you please send this as a response? 
  
  Regards,
  
  *********************

• Initial Complaint

  Date:02/16/2023

  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 orginally purchased this for someone I was fostering. When his father came back in his life I moved out of state and the membership was never really used so I decided to cancel. I was told I need to come in person to cancel. I informed them I could not do that. They said just write a letter to head quarters and you can cancel that way. We'll 4 letters and over a year later still getting charged. It is impossible to cancel and getting ridiculous

  Business Response

  Date: 02/17/2023

  Hello,

  Thank you for bringing this matter to our attention. We apologize that you have had a negative experience in attempt to cancel out this membership. We would be happy to assist with getting this taken care of for you. To do so, we need some information for the person the membership may be under. 

  Can you provide us with their first and last name? Along with their Date of Birth? That way we can locate the membership and process a completed cancelation to stop the billing going forward. 

  As stated in our membership agreement, To cancel your monthly membership and stop the billing of the Monthly Membership Fee, the club must receive written notification from you delivered to the club by the 10th of the month either in person or preferably via 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 from you delivered 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. Without proof of cancelation or a mailed letter, we would not be able to issue a refund. If one can be provided, we would be able to help process some type of refund for the membership! 

  I hope this information helps and we look forward to your reply to assist further!

• Initial Complaint

  Date:01/19/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 canceled my membership with Planet Fitness in *********, ** in March of 2022. From March until today Iv been charged every mth and sometimes Im charged up to 3 times a mth. Iv reached out to the ********* location on several occasions where they confirmed that my membership was canceled in March of 2022 and they dont know why Im being charged. I was told to talk to my bank. The bank told me its Planet Fitness that needs to correct the problem. Iv been told someone would look into it and it hasnt been resolved. Iv sent emails to *************************************** starting last March, currently Iv emailed and sent copies of my bank statements showing all the charges for the last 10 mths equaling almost $400. No one responded to my emails. I called and left a message for the manager of this branch to call me about this matter, no return calls. Iv asked the employees answering the phone for corp contact information, they dont know it. I need help with this matter as Im not sure what else to do.

  Business Response

  Date: 01/20/2023

  Hello,

  Thank you for reaching out and bringing this matter to our attention! We apologize that you have had a negative experience reaching out to the club directly, not receiving answers and having to escalate this for a resolution. Upon review of your accounts, both memberships that come up under the name ********************** have been cancelled since 2020 and 2022.

  Upon reviewing the billing information on file, we did find this billing information associated with an account for a *************************. This account was signed up for in the club and you are signed off on the agreement as taking financial responsibility for the membership. This membership is still active and being deducted for the $10 on the 17th of every month. We have gone ahead to cancel this membership effective today and the last payment on this account will be from 1/17. Per the member agreement, members and financial cosigners are responsible for notifying Planet Fitness within 60 days of any charges they feel are not warranted. We can issue a refund of $119. This would be for six monthly charges and an annual fee charge from last year, 2022. Without proof of cancelation for this account, we would typically not be able to offer a refund. 

  I hope this resolution helps and let us know if you have any questions! 

  Customer Answer

  Date: 01/22/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Thank you for the quick response. unfortunately, this information is inaccurate. if I understand correctly your saying that the account in my name only was in fact canceled in March of 2022. An old account I opened with a friend *************************

  is still active and is the cause of having multiple charges coming from my account for the last ten months? With  more than one yearly fee? It still doesnt answer the multiple charges a mth! I can tell you with absolute certainty that the account with ****** on it was canceled.  I had a zero balance in my bank acct and had multiple over charges in which I owed planet Fitness and I was not able to close that account until those fees were paid. Resulting in having to go to my parents for help and after paying the money I owed to planet fitness my father took me to the ********* location to have the account closed, furthermore , upon opening a new membership in my name a year or so later, I made sure to ask that, that account was in fact closed and I did not owe any other money so that I could start a new membership clean. 

  ********************
  

   

  Business Response

  Date: 01/23/2023

  Hello! 

  Thank you for reaching back out to us. I have attached all relative documentation for your account under the name **********************. This agreement number for the account is 00485-17373 and was cancelled on 3/28/2022. That account has not been billed since 3/17/2022. All of the charges you are seeing is for the account under *************, agreement number for this account is 00485-15561. The multiple charges you are seeing in one given month would be due to the fact the payment was being denied upon the first attempt, then tried again thereafter with a $10 service fee. I have also attached the payment history for this account as well for you to reference. There is no cancelation on file for ************************* prior to us canceling the membership on 1/20/2023. Without a record of a cancelation on file or one being provided to us, we would typically not be able to offer a refund of any kind. Whenever a member cancels with us, an email is also sent to their email address for their record and to confirm a cancelation occurred. The email on file would be *********************. 

  If you can provide us with a record of the cancelation, we can move forward with some form of a refund. I just want to make sure you had all the documentation relatable to this account! 

  Let us know if you have any questions and how you would like to proceed! 

  Customer Answer

  Date: 01/25/2023

  Okay ill take the the refund.

• Initial Complaint

  Date:11/12/2022

  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.

  I opened an account with PF near my home after new years 2021. Because of some health circumstances, I was unable to use it and did not want to be near people as we came out of the pandemic. I called to cancel my membership that Summer (June). However, after a couple months, I noticed that my account was still being charged. I went into the business in person and was promised by management that it was canceled. This was December. It is now November 2022, and I have since continued to be charged monthly between $10 and $20 per month including a $49 annual renewal fee. Management is not open on weekends and I work full time. Corporate has not answered any of my calls and there is no option to leave a voicemail for a call back right now (11/12/2022). I want my money refunded and will take this to small claims court if necessary.

  Business Response

  Date: 11/14/2022

  Hello,

   

  Thank you for bringing this matter to our attention! We do apologize that you have not had a positive experience with attempting to cancel out your membership. To help with this, we have gone ahead to cancel out the membership to avoid all charges going forward. Unfortunately, when reviewing the account, there is no record of a cancel or attempt to cancel on file. Without a record of cancelation, a refund would be not be able to be provided. I am attaching a copy of the membership agreement. 

  As it says in the agreement, all cancels have to be processed in club or via certified mail on or before the 10th of each month to avoid being billed for the monthly dues. Without this being done, the membership would remain active and bill on the 17th of each month. 

  Let us know if there is anything we can do to help resolve this. 

• Initial Complaint

  Date:11/11/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 have been a long time member of planet fitness. I had a black member membership up until June 29, 2022 when I asked a local staff member to reduce my membership to the regular membership. He did not tell me that he was locking me in for a 12 month by commitment. Since I signed up for this club, they have significantly reduced their hours. They were originally 24/7. Now they are only open 5am-10pm weekdays and weekends 7am-7pm. This is not what I agreed upon, and the company continues to advertise this information on their building. I kindly asked the manager to cancel my membership and requested I pay a buyout of 58 dollars. I was unaware at the time that I was entered in to a 12 month contract. I have contacted planet fitness twice on two separate occasions via email about my concerns and I have received zero response. I do not want this membership because I was entered into a minimum contract that I did not ask nor consent to. I also do not want to attend or pay for this club since it is not honoring its hours. Its not my fault if the club reduces their hours because of staff shortage or to save money. I tried canceling before they charged me an annual fee of 39 dollars that was charged on 11/01/22. I am looking to resolve this by simply being refunded this 39 dollar charge and to cancel any further payments and membership. I am willing to provide you any evidence regarding payments and contracts.

  Business Response

  Date: 11/14/2022

  Hello,

   

  Thank you for bringing this matter to our attention! Upon reviewing the feedback submitted and reviewing the membership, we have cancelled out the member to avoid billing moving forward. With this, we have also waived the buyout fee and will submit a one time refund for $39 for the annual fee. 

   

  We hope this finds you well and that this is considered resolved. If we can do anything more, please do not hesitate to reach out! We hope to see ***** in one of our Planet Fitness clubs in the future! 

  Customer Answer

  Date: 11/14/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:10/19/2022

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  The planet fitness in my area I go to keeps charging me late fees claiming problems w access to my payment. But they have access to charge me the bill plus late fees.. they never called or emailed and I go 2 or 3 times a week and after 3 months they claimed to have trouble w my account. When I talked to the manager she said corporate denied any reimbursement. They charged me $30 in late fees. They had access to my account for that with no problem..on 8-23-22 they took ***** same on 9-22-22 then ***** on 10-5-22. How did they get it if there was a problem w myaccount? Scam

  Customer Answer

  Date: 10/18/2022

  ********************************************************************************************

  Business Response

  Date: 10/21/2022

  Hello,

   

  Thank you for bringing this matter to our attention. After reviewing the member account, it looks like **** joined online on 8/2/2022 and when a member joins online, they enter their billing information. After the first payment attempt on 8/17/22, the payment was rejected saying an invalid account number was entered. Our billing system, *** Fitness Services attempted to reach out to notify **** of the problem with the primary billing information on file through text messages, emails and calls. That data can be provided upon request of the member. If a payment does not go through on their first attempt through the primary bank account, *** Fitness Services will use the secondary card on file to collect dues and allocate a $10 service fee to the monthly or annual dues per the member agreement. 

   

  It looks as if the member primary billing information was collected on 10/5/22 resulting in a successful draft on 10/17. We can issue a refund for $20 in service fees for **** for two of the month there was a problem with the billing. I hope this information and offer helps! We hope to continue seeing **** in our Planet Fitness clubs! 

  Customer Answer

  Date: 10/21/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:09/20/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  Planet fitness is illegally taking money out my account! Somebody used my cash app card to sign up for a gym membership, I called several times to notify them that this is not melt account and I want to delete this card off there records, they told me it was illegal to remove the payment form with out signing a cancellation form! I stated cancel the account because it's not mine and I want my money reimbursed for what they took! They said in order to cancel you have to pay the balance in full! I'm confused and I don't want my card to keep being charged for unauthorized charges I didn't agree! Also now have to cancel my card! I literally have to remove all my money off the card because they keep attempting to take money! They took $25.05 today, that's all I want back! Is my money that they *****, and also cancel the card information off there record !

  Customer Answer

  Date: 09/21/2022

  Planet fitness *********************************************************************************************. Phone # ************

  Business Response

  Date: 09/21/2022

  Hello,

  Thank you for sending this over and bringing this to our attention. As it stands, this membership is active as of June 29th, 2022 and was signed up for online at home. I have attached the membership agreement that was e-signed. This membership has also been used five times in a few different Planet Fitness club locations. I have attached the check in history for this membership as well. There is currently an active balance on the account of $119.10. We would like to assist in the best way we can at this time by canceling out the membership and stopping the attempts for payment on the account going forward. At this time, a refund for any dues charged would not happen. All dues are subject to be charged per the membership agreement. 

  This membership has been cancelled out effective today, September 21st, 2022. 

  Please let us know if you have any more questions, comments or concerns on the matter! If there is anything more, we are here to assist the best way we can. 

  Customer Answer

  Date: 09/22/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:09/20/2022

  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.

  The Planet fitness made an illegal transaction from my account at September 19th, even after I cancelled the Membership at September 12th. Please let them refund that transaction, and block their possible illegal transactions for the future. I left for the college, I physically can't use their gym, and I cancelled it in person. Then, they still made that fraud transaction from my account for the period from Sep, 17 to Oct, 17. When I talked with manager *****, he insisted that they needed to be notified before 10th of each month for cancellation. However, there was no clause regarding that in the membership contract and they didn't notify that to me,too. I told him that they neglected to notify it to members, and he had no proof to pursue to make that transaction, if they will still make it. He rather mocked me that I am so *****, as it is only 10 dollars per month. Their fraud transactions should be refunded and stopped. Most of members in this branch are young high school students, and they scammed activity against young youth should be warned and stopped.

  Business Response

  Date: 09/20/2022

  Hello,

   

  Thank you for bringing this matter to our attention. The manager of the club in *******, ** is correct in saying that to avoid being billed on the 17th, a member must cancel on or before the 10th of any given month. I have attached a blank copy of our member agreement and a copy for *********************** can be provided upon request. In the attached copy, the verbiage is highlighted that reviews our cancelation policy for the membership. 

  With this membership being cancelled on 9/12/2022, a refund for this membership would not be provided, but ******* does have the ability to use the club in *******, ** until 10/16/2022. 

  If there is anything more than can be provided or answered, please let ** know! 

• Initial Complaint

  Date:08/10/2022

  Type:Product 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.

  My membership was canceled. I was not given a reason. Before my cancelation, I inquired about not receiving emails from PFT during ************* Month. I am a devote ********* and all I ask was to not receive emails from that community. The *** *****************, while utilizing a massage chair on August 8, 2022, around 4:30 to 6:30 pm, ************ walked up to me in a very aggressive, intimidating, and unprofessional manner. He stated, "I hear you are asking questions about the emails you received during the **** celebration month," I stated that I didn't appreciate him approaching me in such a manner. I told him to get out of my face. Then he immediately changed his demeanor. He become more diplomatic and started telling me, that he was a bi-sexual gay person. Also, telling me he is a professional wrestler. I told him I didn't care about his or anyone's sexual orientation. I just wanted to be left alone and not receive emails from his community. He when on to say, "Well I am part of that community and I need to contact cooperate." I mentioned to them that I have been inquiring for over two weeks about who to contact about the matter. In short, I know ************ target me and retaliated against me for being a straight-head sexual male who loves *********************** and acting under the cover of the law The Constitution. I have no ill will towards any human being or group. I just don't identify with that community.

  Business Response

  Date: 08/15/2022

  Hello,

   

  Thank you for passing this matter along to **. The ****************, ** location has had concerns with this member in the past and has been spoken to regarding his language and choice of words in the club. Due to the constant concerns this member has caused, they have been cancelled out of the system and their access to the clubs has been revoked. Planet Fitness clubs and management team reserves the right to cancel a membership with provided reason which this member has provided us with. This member was offered a refund of the prorated amount from the day they were cancelled which the member refused. ******** was cancelled out and still has an outstanding balance of $20.05 which has never been paid. The refund offer of $6.56 still stands along with the cancelation of ********** membership. 

• Initial Complaint

  Date:08/09/2022

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  Have been a member for years. I have the Black Card Membership (most premium). As life has gotten busy, I couldn't visit as much as I originally hoped. My last visit to the gym was on January 23rd, 2019. Since then, I've been charged with fee's ($22+) although I haven't visited- with the last charge being on 8/17/2021. I didn't complain much about being charged for a service I'm not receiving. I've contacted ** last summer to have them cancel my account, in which they were unable to without me visiting my home gym in person. So without a visit, I was still being charged and partially okay with it. Today, 8/8/22 I called ** and spoke with Manager ******** at the ************************************* location, to see if a trainer was able to help me establish a new routine. They we're unable to find my account, and said it was sent to collections for failed payment. I called ** last week, they had an opportunity to inform me of this-but directed me to sign in on the ** Mobile App.I contacted **** of America today, whom couldn't understand why payment stopped after seeing ** currently has my routing and checking number info. Payment shouldn't have stopped without a confirmed cancellation of my account. Reached back out to ********, in which he first stated there was an issue with billing information. He then looked into it ************* which only shows "Hard Decline" w/o a description.I would like my account to be removed from Collections, my credit points returned, as well as a refund for my charges stemming from January 23rd, 2019.I am a young professional, whom is trying to better myself financially, and am completely frustrated with the lack of communication/information provided by Planet Fitness. I've always contacted them with any concerns.**** of America has been able to confirm each payment was made successfully. I was informed to dispute, retrieve last visit info., and to reach back out to bnk The agent was familiar from dealing with ** as well.

  Business Response

  Date: 08/29/2022

  Hello,

   

  Thank you for bringing this matter to our attention. Looking at the status of the account, the membership was cancelled automatically by the billing department *** Fitness Solution on 11/11/2021 due to a problem with the billing information on file. The membership was cancelled out with a balance of $85.97. This we can waive and have no problem with proceeding with waiving the existing balance on the account. I can also ensure that the membership is not sent to collections and will have no negative impact on any members credit score.  As for providing a refund, we would be unable to do so without physical proof that a cancelation of the account was processed which the member, *****, claims was not done due to having to come down. Per the membership agreement, all cancelations need to be done in club or via certified mail on or before the 10th of any month to avoid the charge for the monthly dues. All membership dues are charged based off of the account being active, not based off of the usage of the facility. At this time, no refund would be subject to issue. 

   

  A copy of the member agreement can be provided upon request of the member **************************************. 

  Customer Answer

  Date: 08/30/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  **************************************