Complaints

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

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  Planet Fitness - Taymax Owned

  27 Northwestern Dr STE 2 Salem, NH 03079-4844

• 

  Planet Fitness

  10373 Folsom Blvd Rancho Cordova, CA 95670-3518

• 

  Planet Fitness - Taymax Owned

  1912 Larkin Rd Tifton, GA 31793-8130

• 

  Planet Fitness - Taymax Owned

  5945 Watt Ave North Highlands, CA 95660

• 

  Planet Fitness – Taymax Owned

  3813 William Penn Highway Monroeville, PA 15146

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:12/13/2022

  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.

  On Dec 12, 2022 around 7:32pm A fraud transaction was made to my visa card checking account for automatic withdrawal by this company in the amount of 5.49 which was a prorated amount up to dec 17, 2022 and also i was going to be charged 27.22 on january 17, 2023. I was told this information by Q and Sam, the employees at **** **** ******** *** **** ***** ************* ******* ***** location that was assisting me at the time, because the recurring payment date was glitched and not readable with no due date before signing up. After I had signed the agreement and arrived home I noticed the charge for the 27.22 was in the system to debit my card on Dec 17, 2022, instead of January 17, 2023. On Dec 12, 2022, I called the location and spoke with **** and was told I could not get an adjustment or any refunds, that the only thing I could do was cancel my membership. I agreed with him and went into the location on Dec 12, 2022 at 11:24pm, and canceled the membership. I did not use any of the company’s services or equipment at all. This company still has my account information and personal information in their system. The company locked me out of the login where I cannot login to remove my account information out of their system. I want my 5.49 refunded back to my visa card. I am hoping this company does not debit my account for the amount of 27.22 on Dec 17, 2022 without my authorization or I will have to file another complaint for the 27.22. The location phone number is 904-802-7995. Thank you.

  Business Response

  Date: 12/27/2022

  Refund has been submitted for the prorated sign up fee and the December payment taken. 

• Initial Complaint

  Date:12/09/2022

  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.

  Last November is moved about 2 hours away from the home gym I had. I cancelled my membership due to the move. However I was still charged until March. After March I had no more payments taken out so I though everything was okay. On September 2nd I woke up to find that $204.00 was taken out of my account. An account which was not even used for my membership. I was told I couldn’t get a refund but that my membership was canceled. Then of course 3 months going and another charge was take in the amount of $127.80. When I called the gym in Universal City Texas, they told me that my membership was still active and that I actually had two memberships. Which I knew nothing about. I was told by the gym manager that the area manager was going to be in and that I would receive a call around 11am. No call came and I called the gym and they said the area manager was gone for the day. So I emailed. I received a call back promptly when I used the word lawyer. The area manager stated that I would receive a refund for the amount of $127 but not the $200 unless I prove it was canceled. So I sent an email later that day with the prooof and now it’s 4 days later I don’t have my money and the manager refuses to reply to my emails. I called there gym and they told me that he/she won’t be back until next week and that my refund has not even been processed. I’m sick of my money being take. By them. And now I have nothing. I just want my money back in full.

  Customer Answer

  Date: 12/09/2022

  Address is 1705 Pat Booker Rd, ********* ***** ** ****** 
  

  Business Response

  Date: 12/16/2022

  Hello, my name is Lisa G*****. I am the Area Director for the Universal City, Planet Fitness. I have received ***** ******** account. ***** first joined PF 11/22/2019 and cancelled on 11/11/2020, she had a balance on this account-Return for Collection. ***** then rejoined 8/16/2021, looking through the notes on ******* account, she called 9/3/2022 stating she was charged $200, the team member let ***** know that her account was never cancelled, and she had a balance on her account, so they drafted $127.10. ***** called back to speak to the manager about a refund for delinquent months, but still never cancelled. *****, then recently called on 12/02/2022 to speak to the manager regarding a refund. ***** spoke with Jay, the Area Manager wanted to help *****, so he cancelled her account and offered a refund for $127.10 for the past 3 months since there were notes on her account. Since her account was in Return for Collections, we would need to cut ***** a check. Jay went over all information needed to send a check to ***** and it was sent to get processed. ***** called on 12/13/22, inquiring about her refund. Jay tried to contact ***** a couple of times before he was able to get a hold of her, at that point ***** mentioned she moved. So, the address that the refund check was sent to was no longer valid, Jay explained he would need her updated address to resend a check for the refund and at that point she hung up the call. So unfortunately, we are not here. I have attached notes on the account and ******* invoice. Please let me know if you need anything else.

   

  Thank you,

  Customer Answer

  Date: 12/21/2022

  
  
  Complaint: 18546075
  
  
  
  I do not accept the business's response as a resolution to my complaint. I had called every day since Dec 2nd and emailed everyday with no response. Everytime I called they told me that the area manager was not available and that they would call me back. And I only received 2 calls. And two emails. When I spoke with The area manager he told me that I would be issued my refund but. Ever specified how. No one asked for my updated address. I was also told that they tried to contact me multiple times and that is not true. The only reason I received a call back was due to the fact that I sent an email stating I was going to get some legal advice regarding the situation. So I had the one account in 2019 and then this last one but I was also told that I had another open account that I was not aware of. So according to the manager he states that my first account was closed but not the other one. I also have my bank statements with the months money was taken from my account. When I cancelled in Nov of 2021 I canceled the account. I was charged one more time in Dec and then in Feb and March.  Then from March to September I was not charged but $200 was taken. When I call then I recieved a letter stating that my account was frozen. That is not what was wanted or or discussed. So I called back and was told it would be canceled. I was not charged October and November and then in Dec another $127 was taken. I didn not have any recollection of a past due balance either. So when the area manager called me a week ago he then decided to tell me my refund was mailed. I asked to where? He said to the address on file with my contract. I was never asked about my new address I was just told that it’s too bad because the refund was sent somewhere else. I do hang up because Jay/J was the most disrespectful person. That is no way to treat customers. I was also told that I would be receiving a refund for the $200 but that was a fabrication also. I just want my money back sent to the correct address. I don’t know how this needs to be resolved but it needs to be quick I have waited almost 20 days with no change. So since the lies keep coming and coming this matter should be escalated. How does a company just take from people when they feel like it. Another thing is the card that your gym has been pulling from is a card that is not even on file with this contract. It was with the previous membership  but there was no authorization.  I would like the full refund sent to my new address. This has taken away from my kids Christmas without any regard to the truth. Just lies and fabrication. 
  
  
  
  Sincerely,
  
  
  
  Randi Trongo

  Business Response

  Date: 12/28/2022

  Hello, I called and left ***** a message to return my call. As of today, I haven't received a call back.

  Thank you,

• Initial Complaint

  Date:12/05/2022

  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.

  Both my husband and I have/had memberships there. While during Covid , my husband canceled and you were able to on the phone. However it turned out that his wasn’t canceled at all. He thought it was because he checked one bank statement and it didn’t show so he assumed they did their job. At that moment , I was trying to give myself the motivation to keep it to try to go.. but as I thought more .. I decided not too as winter was coming. I went in and canceled to get it on paper or some form of documentation that it was in fact canceled. At that time.; however as I cancelled during Covid and rejoined in March .. the girl helping me told me she saw the annual fee come out in June.. and apparently the person who rejoined me didn’t change date of annual fee date. As it already came out the representative said. The manager Stacey was there and said if it comes out on the first of Dec she will refund it. So I called Monday after it came out that I saw., and she claimed cuz of my husbands issue it was like we trying to do a scam? She was claiming that I was getting upset .. well I wonder why? Saying I’m doing a scam cuz my husband was looking to get a refund cuz he was under the impression that he cancelled it. We have her a proof of our email we sent them.. she said it was a fake email? Very bad management. I have my bank statements that show two annual fees in one year. Second one was more then the other?
  
  Looking for a refund for my second annual fee and a apology from the manager.. who I don’t think has the people skills to be in customer service let alone in management.

  Customer Answer

  Date: 12/06/2022

  The address of my home planet fitness that I have the complaint on is:

  1821 Robertson Rd, ******* ** *** ***

  Business Response

  Date: 01/03/2023

  The member has been refunded  and was really
  happy to hear from us. The issues has been fully resolved

• Initial Complaint

  Date:11/25/2022

  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.

  I signed up for Planet Fitness a few months ago, and have been wrongfully billed for 4-5 cycles. They have overcharged me close to $200 over a 4 month period, and their staff (Sinuhu, and Managers Bryanbarb, Brittany, Lewis) have made it extremely difficult to even get a proper answer, which is why I am asking you for help. The managers never seem to be available, and they only help in person - making it impossible to resolve any issues for someone who has a job. Planet Fitness does not have a customer service group and forces customers to choose between going to work and going to fix a problem with a gym membership.
  
  Planet Fitness has a new member offer for $15.95 + tax / month, which should be $16.95/month
  The offer says they will charge you $45 every 3-6 months as an "administration fee", which makes total sense.
  It's on the home page of their website, this is a link (****************)
  
  I have been charged close to $225, which is easily $160+ more than I should have been charged at this point. I'm pretty frustrated and would like some assistance fixing this. I am attaching screen shots, but you'll see that they literally go into my bank account and charge me, then go "oh this wasn't enough we want more" and they return the first charge and charge me nearly 3 times the proper total. This is criminal and needs to be stopped.
  
  In terms of a resolution, I just want my money back and I want more protection for other customers from their shady business practices.
  
  They definitely take advantage of customers, I don't think many customers know how to protect themselves.

• Initial Complaint

  Date:11/09/2022

  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.

  I cancelled my membership back in June of 2022 because we moved to another state and didn't have the money to continue our membership. They recently took out 2 payments from our bank account of $181.24 and $125.12, they claim we can't have our money back and we never cancelled but I went in and PERSONALLY signed the cancellation sheets for my husband and I. When we asked for a refund they told us know and stated it was our fault. It is not our fault that their company lost our papers and now they won't fix it on there end. It is ridiculous to take $306.36 WITHOUT PERMISSION SINCE WE CANCELLED.

  Business Response

  Date: 11/11/2022

  Hello, I apologize for the inconvenience. 
  
  Our cancellation process is to either cancel in person or sending a certified letter in the mail. If a document was signed, then it would automatically update to our systems as well as immediately sending you an email of the document. 
  
  Upon further review, there was not a document signed nor was there any form of check in at the club in the month of June. In addition, both of these accounts were delinquent since April of 2022. Since the cancel was never completed, the amount taken was the amount that was accumulating since April until now.
  
  Given the signed agreement attached outlining our cancellation process and billing cycles, we won't be able to offer a full refund. For now, we will cancel as a courtesy to avoid any additional charges. 

  Customer Answer

  Date: 11/14/2022

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because: I personally walked into the business and signed 2 pieces of paper for my husband and myself to cancel our memberships. We moved and thats why there was NO check ins for us. I walked in and signed the paperwork so how is it MY fault this wasn't put into play? 
  
  
  
  Sincerely,
  
  
  
  ******** **********

  Business Response

  Date: 11/14/2022

  Hello,

  I again apologize for the confusion, but we have not offered paper cancellation documents for a few years no so I am unsure of what documentation was signed. We obtain digital verification with all documentation.

   

  Customer Answer

  Date: 11/15/2022

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because: when I went in a young lady handed me 2 pieces of paper to sign and stated they were so I could cancel our memberships. It was the afternoon shift because it was roughly 5pm when I went in
  
  
  
  Sincerely,
  
  
  
  ******** **********

  Business Response

  Date: 11/21/2022

  Hello, 
  
  As outlined in previously attached agreements, the cancelation was never processed properly by member and as a result we will not be processing any refund.
  
  We now consider this case closed. 

• Initial Complaint

  Date:10/27/2022

  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.

  The circumstances (pandemic) under which I was unfairly charged on my credit card on a monthly basis even though I wasn't physically present at the gym is unfair. Multiple times I communicated to the staff NOT to charge my credit card for which they agreed and yet I ended up getting charged. People were dying in pandemic and these folks were conveniently ripping-off customers. The top management LISA G***** (AREA DIRECTOR) PAUL M******* (REGIONAL DIRECTOR) TIMOTHY K******* and BRIAN B****** (CEO AND COO) ARE NOT empathetic and sympathetic to the clients needs. There has been history of operational missteps at Planet Fitness. Planet Fitness is a company that does not care about the community it serves.
  Sincerely,
  **.

  Business Response

  Date: 10/28/2022

  Mr. ******** ****** reached out to our club in May/June of 2022 demanding a refund for his membership for the last two years. Our Area Director took over communication with the member as he was aggressive and rude with the staff trying to help him. After review of his account and partnership with myself (her boss) we discovered that the club had bent over backwards for his account by freezing a total of 9 months (policy is 2 months). She offered a 60 day refund as a courtesy to which the member replied, "As an Area Director, you are simply ineffective and
  incapable of delivering the promises of Planet Fitness. Please feel free to enlighten
  yourself by consulting with Mr. M*******." I then took over communication and again reviewed his contract as well as the rude behavior towards the team. I shared the contract details with him, showing that all members have 60 days to dispute charges, a part of the contract that we still extend given the situation, but that 18 months of no contact does not constitute a full refund and again offered a 60 day courtesy refund despite his treatment of those that have interacted with him. The member did not like my response and mentioned it was "ill-advised". The member then contacted our COO and CEO who were both aware of the situation and no refund was offered. Account was cancelled per request and no refund will be submitted from our behalf. 

  Customer Answer

  Date: 11/01/2022

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because: I am sure we can agree to disagree. They are long on good intentions and short on practical results. Very argumentative response from the business. Objection ! No basis. Substantively wrong in my opinion. If only my initial communications with the front desk staff were to be  documented in the system, this fiasco could have been avoided. Despite my best interest to bring that issue out, they have conveniently refused to talk about it. I am sure we are going to go back and forth about this but let's deep dive into this. Let's start with the "Why" and perhaps we can come to the "How". Let's get the confrontation into a discussion. 
  
  
  
  Sincerely,
  
  
  
  ******** ******

• Initial Complaint

  Date:10/21/2022

  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.

  In August 2022, I signed up for a membership with Planet Fitness on their website for the Stockton gym. The cost would be $24.99 per month with an annual member fee of $39.00. When going through my checking account, there are charges for the Stockton gym as well as for Sacramento. Somehow my information went to Stockton and Sacramento. I do not live in Sacramento and do not go to a gym in Sacramento. I contacted Planet Fitness to advise them of the problem and was given the run around--Stockton said to contact Sacramento and Sacramento said call Stockton. I had a conference call with both gyms and they were going to refund the charges for Sacramento--two credits appeared on my account and since then have been removed. I was charged two charges of $25.05 for the Sacramento gym plus the membership fee of $39.00. I have also been charged for the Stockton gym; the Stockton fees are owed by me and approved by me. Sacramento owes me $89.10. Sacramento has stopped billing me, however they have yet to refund me. The manager, Ali I****** was supposed to credit my account and he has not responded to my email of October 10th, nor will he return my calls.

  Business Response

  Date: 10/25/2022

  Hello,

   We contacted the member and will be refunding her $112.35 within the next 7-10 business day, as that the time frame for processing refunds.

  Member indicated that she has no more requests other than the refund, her membership been canceled.
  
  Regards,

  Ali I******

  Customer Answer

  Date: 10/27/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18241339, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:09/21/2022

  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.

  We were combing through our finances and found monthly charges from Planet Fitness. We had no idea we were paying for Planet Fitness as my husband (**** ****** hasn't set foot in one in many years. He even can find emails where they are asking him to join again. After trying to retrace our steps from years ago we found that he started a Planet Fitness contract with the Nolensville Rd, Nashville, TN location in 2015. He cancelled that contract. At some point, a 2nd contract was opened and we believed was cancelled too. That 2nd contract we are now finding was never cancelled by Planet Fitness. It was so many years ago that we struggled to even find what location could have possibly been his home location. We no longer live close to that area. I called the Nolensville location trying to get a resolution. At which point they told me about the 2nd contract. Their system said he had not entered a Planet Fitness in over 1000 DAYS. They refused to give me a refund for any of the fees we didn't know we were paying. That's hundreds of $ that this company knowingly took out of our pockets with FULL VISIBILITY that we tried to cancel and have not used their services in YEARS. Its hard to catch the sneaky $10 a month in your bank account because it blends in with other little charges. I am completely dumb founded that I can't even be refunded for 2022, let alone more than 3 years of charges I didn't know about. If you can see that we clearly haven't stepped foot in a location for that long, why would they not offer at least some to be refunded? Not only that, its not easy to cancel a membership with Planet Fitness, especially if you don't live nearby anymore. The only membership # I can find says, 8645-03183. We have no access to anything concerning the 2nd contract we have been charged for all this time. We would like, at the very least, to be refunded 2022 charges.

  Customer Answer

  Date: 09/21/2022

  The original home location was 4880 Nolensville Pk, Nashville, TN 37211. We are thinking the second contract may have been at 3434 Lebanon Pike, Hermitage, TN 37076. Its the only other location he can remember going into. 

  Business Response

  Date: 09/28/2022

  Jarred spoke to Brooke, they agreed that a refund for all of 2022 was acceptable. $129 will be processed today. 

• Initial Complaint

  Date:09/12/2022

  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.

  I joined Planet Fitness at 7 N Old Kings Rd, **** ****** ** 6/20/2022 and was charged $31.03 startup fee, $9.50 prorated dues, and beginning 7/17/2022 $10.70 dues. The agreement for use of the club was that the gym and equipment were kept clean to ensure a safe environment.
  
  When I began to use the gym, I found that many people did not clean equipment after use. Several carried their dirty towels from equipment to equipment. CDC guidelines were not kept at the facility as I was led to believe. I spoke to one of the staff members regarding a person using the same equipment that I was using who was not cleaning the equipment and was told he would speak to her, but he never did. So, on 8/1/2022, I went to the desk to cancel my membership, and I was charged $41.73 to cancel.
  
  I attempted to dispute this matter with a manager whose email address I was given, [email protected], and my email was blocked. I returned to the club and spoke to the manager at the club about being charged this fee to cancel and my reasons for canceling. Her only response was that "they can't police everyone in the place". Yet, when I was there three staff members stood behind the reception desk socializing with each other. I'm sure one of them could have taken a few minutes to walk around and "police" the area.
  
  I found on 8/17/2022 a Planet Fitness dues fee was still being deducted from my checking account. When I called and spoke to the manager, I was told I would have to pay a buyout fee to cancel my membership.
  
  I don’t think that being charged $103.66 for a few weeks use of the facility is reasonable, and I would like to have the fees I was charged returned to me. I also think that a buyout fee for two weeks usage of your facility is unreasonable when there is a COVID epidemic in the country and monkeypox is on the rise.

  Business Response

  Date: 09/13/2022

  We connected with the member, Issue now resolved we issued her refund and canceled the membership. 

  no further actions needed

  Customer Answer

  Date: 09/13/2022

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18004178, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:09/09/2022

  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.

  I went to Planet Fitness on March 27, 2022 to cancel my memership as I was requested to do so when I call March 27, 2022 inquiring on how to cancel. I believe her name was Sara, I'm not for sure, but she was a white female and there was also a black man there, but I spoke with the young lady. I showed her my driver license and gave my name telling her that I called and was told that I had to come in to cancel my memebership. I did. She told me thst she had cancelled it and began to state they hate to see me leave and that I was always welcome to come back.
  In April 17, 2022 I was admitted to the hospital for Covid-19 and had no ideal that I was still being charged after I personally went into planet fittness and asked for my memebership to be cancelled and was told it had been, later finding out that it hadn't been cancelled. I was charge $164.75 total from April til Septemer 2022.
  I called and spoke with Milli, the manger, who told me that she cancelled my membership and would refund all my money back but need to get an approval from her manager to put my money back and she agreed with me that it should have been cancelled and wasn't right that I was charged. Do not give me half my money, but the whole $164.75 that I was charged.
  I spoke with, ******* on the 5th of September who also stated in the voice recording that she's going to see that I get my money back and it should have been cancelled as I asked. She claimed she had to call corporate to get it approved and would call me back
  Mrs. ******* called me back with a bunch of bull only wanting to give me half of my money back claiming its because the didn't know whom I spoke with to cancel my membership even after I told her and describe the person to her and giving her the date I came in
  I told her that I wanted all my money and would not nor do I except half of my money because their worker didn't do her job as she told me that she did cancel my memebership.
  I did as I was told to do. These people are a fraud!

  Customer Answer

  Date: 09/09/2022

  Planet Fitness in Dothan AL
  Address: 3121 Ross Clark Cir, Dothan, AL 36303
  Phone Number: (334) 792-1701

  Business Response

  Date: 09/12/2022

  Hello,

  We connected with the member and were able to issue a refund, this case now closed.

   

  Customer Answer

  Date: 09/13/2022

  
  
  Complaint: 17931919
  
  
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  
  
  Sincerely,
  
  
  
  ******** *******

  The total refund back to me is $164,52 and they only refunded me back 09/12/22 PLANET FIT CLUB FEES *********2830 334-7******* $75.15 leaving Planet Fitness owing me $89.37 which I cancelled my contract as I was told to do going into planet fitness with their worker, Sara who informed me that she has cancelled it. These people are a fraud and I'm also placing a complaint on Yelp.com. This is scamming and false pretents from planet fitness!
  
  

  Customer Answer

  Date: 09/19/2022

  
  
  Complaint: 17931919
  
  
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  
  
  Sincerely,
  
  
  
  ******** *******

  No! I was only refunded 09/12/22 PLANET FIT CLUB FEES 2**********30 334-792-1701 $75.15 and I'm still owe $89.07 from Planet Fitness and my bank ********** can prove that. Ask, Planet Fitness to provide proof of the full refund!!
  
  

  Customer Answer

  Date: 09/20/2022

  
  
  Complaint: 17931919
  
  
  
  I do not accept the business's response as a resolution to my complaint because: No! I was only refunded 09/12/22 PLANET FIT CLUB FEES *******932830 ******2-1701 $75.15 and I'm still owe $89.07 from Planet Fitness and my bank ********** can prove that. Ask, Planet Fitness to provide proof of the full refund!!
  
  
  
  Sincerely,
  
  
  
  ******** *******

  Business Response

  Date: 09/21/2022

  Hello,

  We just conformed member received full refund, our GM call the member yesterday and the member was delighted.

   

  No further action is required

  Customer Answer

  Date: 09/22/2022

  
  
  Complaint: 17931919
  
  
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  
  
  Sincerely,
  
  
  
  ******** *******

  I can't agree to anything that haven't taken place of yet.. I spoke with my bank, ***** ***** and was told it doesn't take that long to deposit a refund back to my account and I don't trust these people. I'm afraid if I agree to something they haven't done of yet and may never do, I want be able to get my money back because I agree to receiving money that I haven't received. Just refund my money as you claim you would so we can close the case. I never letting this go until I receive my money. Attorney General Office is next and ****.com. It only take three to five days to refund money back to the bank not ten days..

  Customer Answer

  Date: 09/23/2022

  
  
  Complaint: 17931919
  
  
  
  I do not accept the business's response as a resolution to my complaint because:

  I can't agree to anything that haven't taken place of yet.. I spoke with my bank, Wells fargo and was told it doesn't take that long to deposit a refund back to my account and I don't trust these people. I'm afraid if I agree to something they haven't done of yet and may never do, I want be able to get my money back because I agree to receiving money that I haven't received. Just refund my money as you claim you would so we can close the case. I never letting this go until I receive my money. Attorney General Office is next and ****.com. It only take three to five days to refund money back to the bank not ten days..
  
  
  
  Sincerely,
  
  
  
  ******** *******

  Customer Answer

  Date: 10/07/2022

  
  
  Complaint: 17931919
  
  
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  
  
  Sincerely,
  
  
  
  ******** *******

  They keep lying that I'm going to recieve a refun. They only paid partial, not all. I and a member from Wells Fargo's Corporated Office called Planet Fitness and told Jennifer that I was still owed fifty plus dollars and they were told to send it to me by check if they were having a hard time refunding it back to my account. The agent also told her that they did not see why they couldn't have refunded the money, and that there were no open disputes. Planet Fitness claimed two weeks ago that they were refunding me my money and never did so. Now it's the same thing several weeks later. This is a fraudulent attemp to not refund me the money that I am owed, and to prolong the matter at hand. Send me a check for the amount owed to me. Plain as that!

  Business Response

  Date: 10/11/2022

  *** alerted the club on two occasions that they are unable to process a refund for money they did not receive (May, June monthly & Annual fee-$89.50.  Due to the continued issues, we will be refunding monthly payments of January-April totaling $100.25 to close this case. Refund will arrive in account within 7-10 business days. 

  Customer Answer

  Date: 10/13/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 17931919, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  

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

  It should not have taken  you that long to put money back into my account that you fraudulently took out.