Complaints

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• Initial Complaint

  Date:01/18/2024

  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.

  my complain is for Planet Fitness **** ************ Columbia Pennsylvania *****. phone ************ on multiple occasions I was charged a late fee. I was told that the company that does Billing for was unable to access funds from my card because of an issue with the initial set up. I was never advised of any problem. and the initial transaction went through. this could not happen as I have overdraft protection on my card which would allow and cover any transaction. additionally the last time it was done there were plenty of funds in my account to cover my monthly dues.I called on 1/13/24 and Spoke to receptionist and he told me that because of the way it was set up it does that. and that there was nothing to be done.I went in and canceled my membership right after that call. I asked him if there was a way to dispute these charges with a franchise owner or if he had a Number where I could call. he said *** does the billing and that there was no number to call.This is the worst customer service I have ever experienced. let alone the fact that you have to go there to cancel a membership. this is left by deception on no uncertain terms.

  Business Response

  Date: 02/06/2024

  We believe that there has been a breakdown in communications here, and are prepared to have it mended for the future mutual improvement in our relationships.
  
  Please note the following facts:
  
  1. ***'s **** history shows that he was charged twice for late fees.  He accrued these late fees from April and July 2023, but they were not paid until the club account reruns in August and December, 2023.
  
  2. ***'s billing page shows that there is an issue with the accuracy of his checking account information, and we are only able to process payments from his alternate billing of a credit card.  
  
  3. His ************* ******* Note history shows that he was contacted via text message and email, even though he says he "was never advised of any problem".
  
  4. ***'s Check-in history shows that he did not come into our Club to use his membership, so aside from the texts and emails that *** sent him, we did not inform him of the problem because he did not come here to discuss these issues.
  
  5. His cancellation document shows that despite "the worst customer service I have ever experienced", our Columbia Team Member, *****, did not charge him for his January 2024 payment.  His January payment was scheduled to come out on the 17th, and according to his signed Agreement, he needs to cancel on or before the 10th to avoid that fee.  He cancelled on the 13th without being charged on the 17th.
  
  6. His highlighted Membership Agreement shows the cancellation policy clearly, and that  he must either come in or send a letter, and therefore not " .....left by deception on no uncertain terms" as he states in his complaint. 
  
  All of our Team Members know and practice that if a Club Member requests to talk with any of the Ownership Representatives of our Franchise, they provide the phone #s and e-mails for both ******************************, VP & Regional GM and me.

  Customer Answer

  Date: 02/06/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  The fact remains that I had been billed for this late fee, for what ever reason they may give if there was an issue with the billing which I sat up and was never advised any different. Then this late fee should have come up every time they sent me a bill. It did not.  If I did not have overdraft insurance that pays any insufficient  fund claims.. which is what they say was.. I would have never questioned this. But I do and.. you can bet after a 37 dollar charge from my bank I would have addressed any issue. Additionally  I was given no notice there was an issue in the first place. When I Called and asked for someone to talk to  about it, I was told there was no one that could explain this to me.. the reality was if I could have someone explain why out 10 months this error that should have occurred monthly only occurred  2 times, I would have been satisfied.  But then that isnt what happened. 
  
  Regards,
  
  ***************