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:08/15/2024

  Type:Customer Service 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.

  Hello Im Makayla . Planet Fitness has failed to promptly cancel my membership per request. I verbally expressed my interest in terminating the membership inside of the facility, as instructed. However the membership is still active .

  Business Response

  Date: 09/19/2024

  My apologies for the late response, we do have a new email and it was updated today. This membership has been cancelled today. I checked her invoices and she does have a $93.99 outstanding balance she owes.. Maybe it was a miscommunication. Per policy members must pay outstanding total in club or through the app before cancelling.

  Customer Answer

  Date: 09/20/2024

   
  Complaint: 22146905
  
  I am rejecting this response because:
  After my workout  I terminated my subscription immediately, due to undesirable customer service...to my very own luck, this organization has proved that I have in deed made the right choice  I reached out to PF once there was an attempted charge of $49 on my account precisely a month after I stated my interest in no longer needing the membership. The faculty stated that the young man I notified (in person) about the cancellation did not proceed, as trained to successfully end the membership. I have reiterated every bit, that I am PHYSICALLY INCAPABLE of coming back into the facility so that the staff can fix their mistake. I then expressed to the staff manager that I  would be more than honored to proceed with virtual or mail assistance. However, I am continuously told that I cannot end the membership unless I come back into the facility and start the process from scratch. Furthermore, not only has the staff completely disregarded my incapacity to maneuver, the staff has since then continued to allow monthly fees to pile like crazy well after I made notice to cancel the plan months before. It is now of my judgement to assume that the youth in the facility handled their position poorly, and I am literally paying the price of their mistake.  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 09/20/2024

  After looking into this account and asking staff if they had interaction with her I found that staff doesn't remember who they are. But I did find she had no notes about a interaction with staff. However, she did use the gym 06/05/2024 03:28 PM,06/18/2024 10:42 AM, and 08/30/2024 10:47 AM. ******* ***** signed up online (e-sign on agreement) on 04/18/2024 and the annual fee was billed 06/01/2024. Per agreement " An annual membership fee will be billed to your account below on or around the 1st beginning on 06-01-2024 for $49.00 plus applicable taxes and will continue to be billed on or around the anniversary of that date each year thereafter until you cancel in accordance with terms of this agreement. The annual membership fee is an account maintenance fee and, as such, will be billed notwithstanding a membership freeze or temporary closure or disruption of service.". ******* ***** also had a balance of $93.99 which I assume resulted in staff informing her that you can not cancel a membership with paying the outstanding balance on the account. Per agreement " To cancel your monthly membership and stop 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 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 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." The agreement also states "In accordance with applicable law. if our first attempt to collect any fee under this agreement unsuccessful, we may make additional attempts to collect from any/all payment methods you provide us, plus a service fee of up to $25.00 or the maximum amount allowed by law for each instance we submit or re-submit such payment request and it is returned uncollectable for any reason including, insufficient funds, expired or cancelled payment cards, overdrafts and closed accounts. We are not liable for any fees charged by your financial institution if a payment request is returned as uncollectable.". However, to accommodate ******* ***** for the inconvenience, the account was cancelled as requested. 

  Business Response

  Date: 09/20/2024

  After looking into this account and asking staff if they had interaction with her I found that staff doesn't remember who they are. But I did find she had no notes about a interaction with staff. However, she did use the gym 06/05/2024 03:28 PM,06/18/2024 10:42 AM, and 08/30/2024 10:47 AM. ******* ***** signed up online (e-sign on agreement) on 04/18/2024 and the annual fee was billed 06/01/2024. Per agreement " An annual membership fee will be billed to your account below on or around the 1st beginning on 06-01-2024 for $49.00 plus applicable taxes and will continue to be billed on or around the anniversary of that date each year thereafter until you cancel in accordance with terms of this agreement. The annual membership fee is an account maintenance fee and, as such, will be billed notwithstanding a membership freeze or temporary closure or disruption of service.". ******* ***** also had a balance of $93.99 which I assume resulted in staff informing her that you can not cancel a membership with paying the outstanding balance on the account. Per agreement " To cancel your monthly membership and stop 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 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 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." The agreement also states "In accordance with applicable law. if our first attempt to collect any fee under this agreement unsuccessful, we may make additional attempts to collect from any/all payment methods you provide us, plus a service fee of up to $25.00 or the maximum amount allowed by law for each instance we submit or re-submit such payment request and it is returned uncollectable for any reason including, insufficient funds, expired or cancelled payment cards, overdrafts and closed accounts. We are not liable for any fees charged by your financial institution if a payment request is returned as uncollectable.". However, to accommodate ******* ***** for the inconvenience, the account was cancelled as requested. 

  Customer Answer

  Date: 09/21/2024

   
  Complaint: 22146905
  
  I am rejecting this response because: This information is not accurate. I was shipped away from ******* area to BMT precisely June-****** unless ** has a system that simultaneously allows anyone to check-in under my personal membership, I am going to assume that you are aiming to purposefully exclude all truth from those statements. After doing my research *** determined that this is a business practice. You have a person who initiates a cancellation in person as instructed, being their first time they are unaware that the staff member is not taking proper action to ensure a cancellation, and then the bills continue, and your staff uses fake time logs to cover up your cash grab , telling members that they must pay the hefty fee before actually canceling. Read the Reviews on the website for the specific store . I am not interested in your services , I would like to have my bill cleared in full. The annual fee should not exist, the month or so following should not exist, my subscription was canceled before all where possible to occur. This is starting to feel like an insult to my intelligence, and I am intending to purse measure far beyond BBB if we cannot agree to simple terms. 
  Sincerely,
  
  ******* *****

  Business Response

  Date: 09/23/2024

  I can assure you that none of the documents are fraudulent, please check attachments. The way check ins work is by when you com in, you scan in. Or a team member can look you up by phone number when looking into accounts due to helping customers or if the customer can not not access their barcode. The membership was cancelled as requested 9/19/2024. My apologizes for any problems you had, I will speak with the team to make sure this doesn't happen again. 

  Customer Answer

  Date: 09/24/2024

   
  Complaint: 22146905
  
  I am rejecting this response because:

  I understand that you are reiterating to me that you staff has taken the wrong actions to properly cancel my policy, and that there is a balance to be paid beforehand.

  I was told by your team that the account would remain open until all dues are collected. The account has been closed, but the balance remains. My position in the complaint is to have the balance removed. 

  Your time stamps are showing inaccurate activity. However, I do have my work verification logs that will show my position of 3 years, as well as my unchanged work schedule and there is no way I could have been at work and inside of the ************* at the exact same time. This is either a simply mistake in your activity count, someone was allowed to signed in under my phone number, or your team went as far as fraudulently creating the time stamps to work in your favor amidst this complaint... all of which can be forgiven.

  
  Sincerely,
  
  ******* *****

  Customer Answer

  Date: 09/24/2024

  Please show me visual proof, it could be video or a picture of me (*******) entering into the facility after June 5th. Check the dates on my work schedule, they are from 6;30 AM - 3:30 PM ... HOW COULD I HAVE BEEN AT THE *** WHILE I AM IN THE OFFICE ? This is now turning into a bigger ordeal than necessary. The account wasn't terminated until after you were given noticed that I filed a complaint with the BBB. Your first statement notes that the account cannot be canceled unless the funds are paid, and there must be a written notice from ME in order to cancel. I have not shown any intent to pay the balance, and neither have a written a letter.... so your policy is not legitimate !! It seems as if those guidelines you were bullying me into are not as vital as they seem when there is a bigger consequence involved.  

  You also mentioned that the annual fee is due/ billed June 1st, so why was I not charged the full amount of the annual fee instead I was only charged for the regular membership ?

  I made notice to stop the service within a timely manner June 5th, I called the facility the day that I was billed in Jun 17th ( before the 20th of the month per PF policy) so why did the subscription continue ?

  Because you guys have continued to bill me far after I explained my interest to cancel, I see no need to pay the remaining balance. You are now telling me that the account is closed, disregarding all "necessary" steps . Your company is not happy with the months of revenue they have swindled out of my bank account, and you also want me to pay a fee of $93 dollars.

  PLEASE have the bill eliminated . 

  Business Response

  Date: 09/24/2024

  I can assure you that none of the documents are fraudulent, please check attachments. The way check ins work when you come into the gym, you scan in with your barcode that is on the app. Or a team member can look you up by phone number when looking into accounts due to helping customers rather it is over the phone, in person, or if the customer cannot access their barcode. When we answer over the phone we ask for name, phone number, and date of birth to make sure we are looking into the correct account. All customers have their own individual agreement number,barcode, phone and date of birth that is checked to make sure customers are using their own account. When customers come in without a picture on their account it is required that staff verify that individual  is using their own membership. *******, staff cannot cancel memberships with a balance due to it not being in good standing due to missed payments. Per your original request states Hello Im *******. Planet Fitness has failed to promptly cancel my membership per request. I verbally expressed my interest in terminating the membership inside of the facility, as instructed. However, the membership is still active.Per your request your membership has been cancelled and the account is inactive 09/19/2024. The only way for the balance to be removed is by the customer paying the remaining balance. Management nor staff have the access to remove any missed payments from the system. I checked your membership today and the balances are gone due to it being a cancelled membership. I appreciate your patience with this situation. 

  Customer Answer

  Date: 09/24/2024

   
  Complaint: 22146905
  
  I am rejecting this response because: 

  You are failing to provide visual proof of me entering the facility after June 5th . 

  You are failing to tell me how all of the boundaries that hindered me from ending my subscription no longer exist. 

  You have failed to tell me why the annual fee was not billed similar to the membership fee.

  You are failing to tell me why I didn't receive the bill on the 1st of June. 

  I do not intend to pay the balance, because I requested that the account be terminated before they were set to occur. 
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 09/25/2024

  The (Annual Fees) are $49 fees on the 1st of the month, on the second month after a person  joins. It is a yearly maintenance fee, used to help support the infrastructure, maintenance, and improvement of our facilities. The (Membership Fees) are payments that cover the use of equipment/ access of the gym by the members will under their agreement. Membership & Annual Fees start processing seven days before the day pulled,( Membership Fees are processed starting the 10th of ever month it's due, Annual Fees are processed starting the 24th of ever month before due date.) All cancellations must be processed before the 10th (24th of the month for the annual fee because it is always billed on or around the 1st of the month) of the month in order to prevent any future charges. Due to failure of cancelling the membership before the 1st of the month caused the annual fee to be billed. Per policy all accounts must be in good standing to be cancelled. This is all stated in the agreement, when you sign up online you have to check the boxes of the agreement stating that read over them and agree to it before the membership is activated. I've included a copy of your agreement so you read over it again if you would like to verify. Due to the $93.99 account balance caused staff to inform you that the membership could be cancelled due to balance. The check in invoices are the evidence of use of account and is accounted by our ignite system. Once again, check in include use of gym by the app or being typed in by staff or if you have called, staff looks up your account to make sure we are properly understanding the issue of the customers account that they are inquiring about. As stated earlier we make sure we check ID's if a member is using a account without a picture so we know its them and take their picture to include on the account, over the phone we ask for date of birth, name of the customer, and phone number to insure we are accessing the accounts. 

   All information has been sent to you and we do apologize that this process has left you dissatisfied, but be assured that your membership has been canceled and balance has cleared as requested.

• Initial Complaint

  Date:12/06/2022

  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.

  This is my second dispute with this company, I have tried to cancel my membership for over three years and I still haven't been able to. I reached out trying to cancel my membership and I went to the location, staff told me I couldn't cancel without giving an explanation. This company continues to take money out of my account with varying amounts whenever they feel like it. When they take my money is not a consist basis. I have changed bank card over 4 times, and my account is still being debited. This is my second dispute with the BBB, on the first dispute the company failed to acknowledge my dispute. This company has contained to debited my account with out my authorization. At this point, I am seeking counsel and will failed a civil lawsuit. I have reached out several times. I have not went to the gym in over three years and they REFUSE to cancel my membership and give me a refund. Their refund practices makes it entirely impossible to cancel a membership. No one reached to discuss my previous dispute with the BBB from the headquarters of Planet Fitness. Its been over three years and I am being charged for a service I requested several times to cancel but planet fitness has DENIED all attempts. THIS IS FRAUD.

  Business Response

  Date: 01/23/2023

  ************** has been informed and is aware that she is trying to cancel a membership at a location that is outside of her home location, ************** is aware that she must cancel her membership at her home location which is in ********. Staff at the winchester location has informed her of the steps she will need to take and also informed her of a balance on her account for 3.17.18. I have attached the note on her account when she was informed by staff, ************** never went to her home location where she signed up to cancel her membership.  

  
  

  
  

  
  

  *********************** l  General Manager

  *********************; l  Assistant Manager

  Planet Fitness ***** Group

  
  

  7114 ************* 

  *******, ** 38125

  P  **************

  F  **************