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:08/26/2023

  Type:Order 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 called to cancel our gym membership awhile ago and was told they couldn’t do it over the phone. My husband went in person to speak to someone and they said that I had to come in as well. We couldn’t get in for awhile due to family health issues and when I did finally go in, they still refused to cancel because they claimed we owed payment for all of the months between our first attempt and now. They claimed that they can ONLY cancel if we have a zero balance and thus they will continue to deduct their monthly fee until we pay up. This feels like being robbed and then blamed for the robbery. Not wanting to continue paying for services not being used should not be this hard. We would like our membership canceled immediately, please. And payments forgiven from when my husband went in to cancel. Thank you.

  Business Response

  Date: 09/21/2023

  Hello

   here is a copy of the member agreement.

  Customer Answer

  Date: 09/26/2023

  We did come in in person. We will not be paying any further months and will block the company from pur bank account. We clearly tried three different ways to cancel because we lost our income. It makes no sense to continue to charge us when we are rejecting your services, unless you want to steal from people. We should not be charged for the months AFTER repeated communicating our rescinding of our consent to your services and your access to our private bank account. This is enslavement of our finances. We should not be forced to purchase anything we do not want. I am happy to let this destroy my credit for the purpose of standing up to corporations who steal. We followed your rules and are being takin advantage of. Shame on you planet fitness for not honoring your customers. Shame.

  Customer Answer

  Date: 09/29/2023

  [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:
  

  We did come in in person. We will not be paying any further months and will block the company from pur bank account. We clearly tried three different ways to cancel because we lost our income. It makes no sense to continue to charge us when we are rejecting your services, unless you want to steal from people. We should not be charged for the months AFTER repeated communicating our rescinding of our consent to your services and your access to our private bank account. This is enslavement of our finances. We should not be forced to purchase anything we do not want. I am happy to let this destroy my credit for the purpose of standing up to corporations who steal. We followed your rules and are being takin advantage of. Shame on you planet fitness for not honoring your customers. Shame.
  
  Regards,
  
  *******************

  Business Response

  Date: 10/10/2023

  1. Acknowledge customer concerns

  I am writing this as a response to Complaint ID ********

  I am saddened to hear about said members poor experience with our billing policy .  In this certain case, we as the club try to do all we can in order to keep our members satisfied and happy. The member is attempting to cancel the contract   

  2.State the facts as you see them and avoid emotion.

  We did try solving all issue with all our members. Member said she would come back and pay the past due and then would be able to cancel. We try to resolve all our member issue with all our member. If members have a past due balance unfortunately, we wouldn't be able to cancel it until the memberships is in good standing.as as stated in their contract when they sign p

  3.Explain the action you can and cent take to resolve concerns.

  member can come into the club and speak to the club manager in person to resolve any issue or concerns.

  Attached there is files which has member agreement, check in history and invoice and member alerts for the day. she said she was going come back and pay then cancel the membership  

  Thank you 

  Customer Answer

  Date: 10/11/2023

  [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:
  We came in person to cancel a year ago and at that time had NO balance to pay. Refusing us then was a tactic to illegally illicit funds from us that were not owed and that is stealing. We will not be paying anything as we do not owe anything. 
  Like a domestic violence situation, we left you and you are using force, coercion, threats, stealing, control, and manipulation to try and control us and make us do what YOU want and get what you want. 
  Cancel the membership, as you should have a year ago, and be better towards your customers.

  Shame on you, planet fitness.

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