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:07/31/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  On June 10 I went into the Biddeford location to sign up for a membership. There were two females working the front desk. I asked both of them for help with the process of signing up and also that I had questions about the membership levels. They told me each, separately, in two different instances, they "they don't handle signups" and I would just have to use the app. I did, and because the wifi was so bad (also asked them about this), the process was disjointed at best and I just clicked through. Now, I have been trying to cancel my membership for several days, in advance of when an annual fee is due on August 1. According to Planet Fitness policy, I have walk in or sign a letter and snail mail it in order to actually cancel. Seeing that I am not in *****, that is not an option. That is poor and misleading business practice but is not the fault of the Biddeford location, I realize. However, I requested my membership be transferred to a local branch so that I can cancel it in advance of being charged. I was told "it's not magic" by a worker whose name begins with an I and that it takes up to 24 hours. Again, not the location's fault but extremely cumbersome for a consumer. Now, almost 48 hours later, and a day in advance of an extra charge that I should not have to pay, the manager whose name begins with a C/K, tells me that it has not been processed yet and that because it is the weekend, it takes even longer. Both Planet Fitness Corporate and the location should be more transparent and helpful to consumers. But at this point, after doing whatever I can, and being told I cannot email or fax as an option either, I am going to be charged an additional fee tmrw which should have been entirely preventable through a less convoluted cancelation process. I am requesting simply that my membership be canceled and that I not be charged (or refunded at this point) the annual fee.

  Customer Answer

  Date: 08/11/2022

  I have not heard from the business in response to my complaint. I still need my account to be canceled. I was charged again. And will be charged ANOTHER time this evening (it might have been last night actually). 

  Business Response

  Date: 08/29/2022

  Regarding complaint ******** *************************** we have cancelled her membership as she requested

  Customer Answer

  Date: 08/29/2022

  [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:

  Please see updates: 

  I have reviewed the response submitted by the business. I was just charged again on August 17th for my membership again.  If I am charged again on Sept 17th, then we will all know that they were lying, as I suspect unfortunately. If, however, I am not charged on September 17th, then 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 However, I reserve the right to reopen complaint #********* or initiate a new one and begin again.

  From what the business already told me, they claimed they are unable to cancel a membership without my physical presence in my designated home club. So I won't be surprised if I have to reopen this, although I hope that I don't. 

  
  Regards,
  
  *************************

  Customer Answer

  Date: 11/07/2022

  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. 

  I need to ressurect Complaint #********. As noted in my acceptance, if my account was in fact closed, that would be a satisfactory solution. However, I was charged yet another membership fee on October 17, and one the previous month as well (I missed it, otherwise I would have opened this back up again). If the business stated that my account was closed on August 29, why am I still being charged? I would like my account to be closed, with documentation provided, as well as the last two months (after they specifically said that my account had been closed) membership fees reimbursed. That's it! Thank you! ********

  Refund of two months of membership fees and my account actually closed.