Complaints

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

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  Planet Fitness

  55 Jewelers Park Dr Ste 500 Neenah, WI 54956-0003

  
• 

  Planet Fitness

  101 W Wisconsin Ave Ste 150 Milwaukee, WI 53203-2501

  
• 

  Planet Fitness

  6529 S 27th St Franklin, WI 53132-9424

  
• 

  Planet Fitness

  1800 Milton Ave Ste 150 Janesville, WI 53545-1169

  
• 

  Planet Fitness

  549 S Taylor Dr Sheboygan, WI 53081-4234

  

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:12/04/2023

  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.

  have hadicap door openers instaled.

  

  Business Response

  Date: 12/13/2023

  Good Afternoon-

  In response to ********* ********, we want to thank you for your feedback. We did review and did confirm that we are ADA ********* but we will take your feedback into consideration. 

  Thank you,

• Initial Complaint

  Date:11/30/2023

  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 joined Planet Fitness 7 years ago under a"55 and older" rate of $95.00/year which I have been paying annually. Without any warning, on November 17, 2023 as I was about to pay my annual fee of $95.00, I was told my membership would increase 75% to $120.00/year plus an additional fee. There is no senior citizen rate, although teen-agers may participate during the summer for free.I was hoping to be grandfathered in at the $95.00 rate or possibly to initiate a loyalty program.I contacted the Club in ******* **, the regional director, and the Headquarters.

  

  Business Response

  Date: 12/01/2023

  Good Morning-

  In regards to complaint ********, unfortunately this membership was a membership special that we are no longer available to offer. We did send an email to all members offering them a free month and no start up fees if they wish to switch to a monthly membership. 

  Thank you,

  Customer Answer

  Date: 12/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]At 9:00 AM on November 17, I was at LaVista Planet Fitness to renew my membership at $95/year.  I was told that was no longer an option.  I did not receive an e-mail from Planet Fitness until after 12:00 PM on November 17 stating my renewal would be $10/month paid monthly.  Had I received an earlier notification, I would have renewed on November 16.  I would appreciate a compromise of a $95 renewal fee this year due to the late notice of the increase.
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 12/07/2023

  Unfortunately, this membership type is no longer available,so we are unable to offer it at this time. We do run various promotions throughout the year, so feel free to check in with our staff from time to time. 

  Customer Answer

  Date: 12/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]The fact that the discontinuance of the "55 and over" membership was not disclosed until after I attempted to renew my membership was not addressed in the response from Planet Fitness.  Therefore, I feel one last renewal at $95 is justified.  It's similar to having any type of  payment, such as mortgage or tax, increased just as you are paying it on time.
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 12/08/2023

  We understand your frustration, but we are unable to honor this request as the membership type no longer exists. 

  Customer Answer

  Date: 12/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]I am asking for a resolution to my complaint, not a continuation of a membership that no longer exists.  Why was I not given any notice of the change and cost increase of my membership in advance of my renewal?  I don't feel I was treated fairly and hope for a equitable outcome.  It is not a black and white issue, there is some gray to consider.
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 12/21/2023

  Good Afternoon,

  Unfortunately we are unable to renew the membership type requested as it is no longer offered. 

  Thank you,

  Customer Answer

  Date: 12/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]I refer to the Code of Ethics for Planet Fitness which lists transparency and integrity.  I fail to see where you followed those elements.  I would expect transparency in advance notification of a change in membership or cost.  I am notified 2-4 weeks prior to an increase in cost or changes of services I pay for.  I would expect integrity in working with a consumer to resolve a complaint by addressing the lack of prior notification of a change in membership.  I have not received a direct response to your strategy of no notification prior to my attempt to renew my membership.  I am not asking for a membership which no longer exists, I am asking for consideration from my point of view.  Surely a corporation has the ability to settle differences in a thoughtful way to preserve its reputation.  I do not understand your business practices.  On the whole, I feel the way this cost increase was implemented was deceptive, transparency and integrity were lacking.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:11/25/2023

  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 complaint is against the Planet Fitness in *********, ********* on ************* (for some reason the website is not letting me choose the correct business). While the gym is under construction (for two months now), I have been billed for a membership $25 a month yet unable to use the gym because it is closed. I have reached out to dispute the charges however, I have not been able to get in contact with the company via email and phone calls.

  

  Business Response

  Date: 12/01/2023

  Our ********* Downtown location closed on 10/31/2023 at 11:59PM to start renovations. We sent an email out to all members informing them of the closure, and that they would have access to any of our ********* area locations. 

• Initial Complaint

  Date:11/10/2023

  Type:Product 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.

  Back in June I have cancelled my membership with Planet Fitness with excessive difficulty. After this they still charge a $10 monthly fee and a yearly fee of $39.oo I have been in contact with ********************************* MANY times over the last 4-5 months and was told I would get my refund of $49.00 but still have not received it and now she no longer responds to my emails and there is no contact number or other email addresses for me to reach out to. I just want my $49.00 refund that they said I would received.

  

  Business Response

  Date: 11/10/2023

  In response to complaint ********, We were able to look into the details of the refund. It looks like it has been submitted and it is processing. The refund should be reversed within 14 buisness days. 

  Thank you,

  Customer Answer

  Date: 11/10/2023

  [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:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *******************************
  

• Initial Complaint

  Date:11/01/2023

  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.

  When I signed up for their service over a year ago, they allowed me to sign-up online. However, they need a signature to cancel. This is a tactic to make it hard to cancel and keep people paying. They refuse to allow me to pay over the phone or online. It should not be harder to cancel than it is sign-up.

  

  Business Response

  Date: 11/03/2023

  Hello-

  In response to complaint ********, Per our policy stated on our agreement at the time of sign up, payments can be stopped at anytime. We require notification by either coming into the club or sending a letter to their home club if they are unable to come into the location. Out of courtesty, we will do a courtesy cancellation. The account will be closed as of today, 11/03/2023. 

  Thank you,

• Initial Complaint

  Date:10/25/2023

  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.

  An account was opened in my name and with my checking account information without my knowledge. Upon realizing the error I immediately contacted Planet Fitness. They said they would look into it. They cancelled the account but in doing so forged my signature on that form. They have refunded the charges from 2023 but this account was opened 12/2021 so the charges started 01/2022. They have said if I closed the account within 90 days of it being opened they would give a full refund. which is impossible since again I was aware this account even existed.

  

  Business Response

  Date: 10/27/2023

  Good Afternoon,

  In response to complaint ********, after review, the membership account was created online with the member's full information. Since the membership was created online and without the members consent, the member would have to contact their financial institution and file a fraud complaint. We have confirmed the account has been cancelled but due to the nature of the membership being created fraudulently we are unable to issue a refund. We have attcahed the agreement submitted at the time of sign up. 

  Thank you,

  Customer Answer

  Date: 10/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I spoke to my bank and they said that since it shows that it was an authorized withdrawal they are unable to do anything.

  When I originally stopped at Planet Fitness to report this the manager at the time said that my previous membership was probably duplicated and that's how all of my information was obtained. When they looked at this membership at the store level they also commented that I never once used this membership. I have a copy of the cancellation that clearly has a signature that is forged. 

  I did receive a refund check for 2023 which shows to me that they knew this was a fraudulent transaction. I am simply requesting the remaining balance be returned. 

  The only acceptable solution for me is to receive the remaining balance from 2022.

  

  Business Response

  Date: 11/03/2023

  In response to complaint ********, If the account was created without consent then the charges were NOT authorized and the consumers financial institution should assist in submitting a fraud complaint. Per out dues, fees, charges & taxes policy which is Section 8 of our agreement, Planet Fitness must be notified within 60 days of a claimed error on your statement. Unfortunately we did not receive any notice but out of courtesy issued a refund of $154.00 which has been sent to the consumer. Additional refund cannot be issued. 

  Thank you,

  Customer Answer

  Date: 11/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  This response is not acceptable. As stated previously the former manager said that this membership was probably duplicated from a previous membership and that was most likely the reason that my personal information was obtained. I was obviously unaware of the membership as I never used it.. This clearly is at the fault of Planet Fitness and not me. I was issued a refund for 2023 which according to  them was a courtesy but yet they keep referring to their 60 day cancellation policy. If a refund for 2022 is not given I will take further legal action. 
  
  Regards,
  
  *************************

  

  Business Response

  Date: 11/10/2023

  In response to complaint ********, Our policy is correct that any error of any type of charges need to be presented within 60 days. This was not a Planet Fitness error since the account was created fraudulently per the consumers statement. Our clubs have no way of duplicating accounts as each account needs to have billing information entered each time and we do not have access to bank account information. The account was created online not in store. Since this is not a Planet Fitness error and the refund awarded was out of courtesy as stated before we will not be issuing additional refunds. 

  Customer Answer

  Date: 11/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear 

  Thank you BBB for your assistance.  Planet fitness profited from fraudulent activity and refuses to refund money. The account was fraudulently opened but never used. I will be elevating this to the next level.

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

• Initial Complaint

  Date:10/25/2023

  Type:Service or Repair 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.

  Planet Fitness assumed my membership of Xperience Fitness when they closed and started charging me monthly membership without my knowledge. I had to go in person to fill out documents to quit even though I never joined and ask for a refund. I am still getting charged. They tell me to call the national number and it goes back to the local number. I also feel that by having to go to the gym to cancel and it not happening, me having to call and file a complaint here. I am owed an addition $250 for my time and effort to the $147.48 that has been paid already.

  

  Business Response

  Date: 11/03/2023

  In response to complaint *********, Our cancellation policy states that in order to stop billing we must receive notice in person or by letter. We have confirmed that the account was cancelled as of 8/17/2023. As courtesy we will refund the charges for July and August for a total amount of $107.96. Any charges prior to that would have been through Xperience Fitness and we would not be able to refund any of those charges. 

  Thank you,

  Customer Answer

  Date: 11/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The business has continued to charge me two months after the date that they say I canceled.  So in their response they admit to receiving my cancellation but have continued to charge me.

  When I called my branch asking why they were still calling me they said talk to corporate.  The corporate web site (There is no way of being able to talk to a human) said this has to be taken care at the specific location. 

  I would like a credit for the months charged after I quit.  Plus a penalty for charging me after quitting of $50/month for a total of $100.  They would have charged me something similar if I didn't pay on time.

  I also want to reiterate that I never joined this gym.  In my opinion they stole my information from a gym that closed its doors. 
  
  Regards,
  
  *************************

  

  Business Response

  Date: 11/10/2023

  Complaint ********* was issued a refund for charges for July and August. Anything prior to July was through Xperience. July and August are the only months that were charged through Planet Fitness. The account was cancelled on 8/17/2023. We have no records of the member being charged for this account after August. 

  Customer Answer

  Date: 11/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The response by the company is a lie.  They have charged me the last several months.  I included a screen shot from my October credit card statement. 

  I have not yet received any refund from them as promised in the original email.

  They are stealing from me.
  
  Regards,
  
  *************************

  

  Business Response

  Date: 11/14/2023

  In respose to complaint ********, the account under "*************************" was cancelled on 8/17/2023. (See attachment for proof) and it also states that the funds were reversed to the credit card we have on file as well. Is there a possibilty that the consumer is paying for someone else's membership as well?  We can look into this if they provide any names that can possibly be under the consumers account. We would need first and last name and date of birth to confirm. 

  Thanks,

  Customer Answer

  Date: 11/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  I have an October bill for the gym again.

  The possible accounts that would be on there are:

  ************************* 10/26/02

  ************************* 7/26/04

  Those accounts have not been active for over 3 years.  If they are active, you took it upon yourself to activate accounts that were closed and charge me besides charging me for a gym membership that I never wanted. 
  
  Regards,
  
  *************************

  

  Business Response

  Date: 11/21/2023

  In response to complaint ********, we were able to find an active account that was transferred over from Xperience Fitness for ****** We have cancelled the account and no other charges will be deducted. The account was billed from July - November through Planet Fitness and it looks like three payments were reversed through the consumers submission for a chargeback. We will submit a refund for the July payment and will be reversed into the credit card in ***** days. 

  Thank you,

  Customer Answer

  Date: 11/26/2023

  [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:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and determined that the business has done the minimal possible. 

  I would like to make this clear to anyone in the future.  The gym that I was member of closed.  The subject business took over my account and began charging me plus they took over my son's account which had been inactive for three years and activated it.  I was told to go in person to my original gym but no one could tell me which one it was so I had to call gyms until I found it.  It took two months to figure out where the additional charges were coming from because they opened what had been a closed account and started charging it. 
  

  They have refunded me the money that they charged me but have made no attempt to do anything above the minimum. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:10/23/2023

  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.

  Planet Fitness assumed the membership accounts of Xperience Fitness with no notice or communication to members. My account and my wife's account were fraudulently billed four months of fees for "memberships" we did not knowingly or willingly enter into. I attempted to call a Planet Fitness location to cancel, and I was told I would need to present in person to a club to cancel. This is wrong, deceitful, and unethical. I do not agree that I ever entered into a relationship with this business. I should not need to present in person to a fitness club to end a contract I never entered into. I informed the club manager that I may file for a chargeback on my credit card statement. The manager told me that if we did so, our accounts would be sent to collections, implying that negative information would be reported to credit bureaus.I attempted to email Black Duck Partners. There is no phone number listed for them anywhere. I received an auto-response informing me that they try to review emails concerning acquired Xperience Fitness customer complaints at least once every seven days. They also mentioned that performing business related to Planet Fitness operations is more important than servicing the Xperience Fitness accounts that they assumed control of (even though they charge us every month!).My "membership" and my wife's "membership" shall be canceled immediately. Do not bill our credit cards again. Also, promptly refund the $158.32 that you deceitfully billed to our credit cards since June when the Xperience Fitness club that we originally signed up for shuttered without notice to members.

  

  Business Response

  Date: 10/27/2023

  Good Afternoon,

  In response to compaint ********, it has been communicated to the member that the accounts have been cancelled and a refund has been submitted for the months we are able to refund. The total amount refunded will be $79.16 for each account. 

  Thank you, 

• Initial Complaint

  Date:10/20/2023

  Type:Service or Repair 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 had double charges from planet fitness taken out of my checking account for months. I was told to come in with my banking statement. I came in with my banking statements, which they lost the first time and stated they would hand them over to corporate office. No follow up. I called again this time talking to a manager I showed her the double charges being taken from my account. She then stated that their records show only one charge. The manager ******** later told me I was a bully because I came in with my banking information and showed the double charges. She stated she would send them to corporate office. I canceled my membership at that time when I went in. A month went by no follow up from planet fitness or the manager. ******** the manager said she would get back to me and never did. I called their yet again a month later because yet another charge. This time a single charge. I asked for an explanation and follow up if charges. After multiple times of being hung up on arguing with ********. Being told she doesn't have to take my multiple calls. No resolution and stating that I am a bully for trying to figure out y charges were being taken from my account. She said she sated according to corporate office she does not have to handle my complaint. She stated she gave me the number to call that handles the billing. which she never did until the very last conversation I had with her did she offer a phone number. I asked for a follow up, ********* stated after the second call she would personally follow up, but never did. I am trying to resolve an issue of being charged to a avoid my checking account from being off as far as balance and why this is happening! Supposedly corporate office has my banking information. I will provide if needed again. As it has my social security number and etc. and they have lost previously. So I have major concerns where that went and who has that.

  

  Business Response

  Date: 10/27/2023

  Good Afternoon,

  In regards to complaint ********, the member was notified that the two charges to the account were due to the member's daughter using her billing information for her membership. Out of courtesy, we will be issuing a refund to the account for an amount of ******. The payments will be reversed to the checking account on file. Please allow ***** business days for the refund to show. 

   

  Thank you,

  Customer Answer

  Date: 10/30/2023

  [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:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:10/19/2023

  Type:Sales and Advertising 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.

  Ive requested multiple times via email for them to contact me to cancel my membership and to stop charging my account. They refuse to follow through on the contact request and continue to charge my account for the last year. I want my account cancelled, charges to stop occurring, and a refund on all charges since my initial request in October 2022.

  

  Business Response

  Date: 10/27/2023

  Good Afternoon, 

   

  After reviewing the complaint, our cancellation policy states "To cancel your monthly membership and stop the billing of the Monthly Membership Fee on the 17th of the month, the club requires written notification by the
  10th of the month delivered to the club in person or postmarked via certified mail to the club address listed above. In order to cancel your membership prior to
  the billing of the Annual Membership Fee, the club requires written notice as described above on or before the 25th of the previous month. The Annual Membership
  Fee is fully earned when received and is non-refundable." After reviewing the account it does not look like we have received any type of cancellation on file. They will need to stop in or send a letter to their home club to cancel their account. 

   

  Thank you,

  Customer Answer

  Date: 10/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The company has been notified by email multiple times regarding desire to cancel membership. *** included written documentation that verifies they have been notified and still continue to charge the account after being notified they are no longer authorized to do so. This constitutes fraud and I will follow up with my bank to report ongoing fraudulent and unauthorized transactions if the business is unwilling to comply with the cancellation request. 
  Regards,
  
  ***************************

  Customer Answer

  Date: 10/31/2023

  If theyre not going to provide a refund, the absolute bare minimum they can do is honor a written cancellation request and formal complaint demanding cancellation. Theyve been notified or the customers desire to cancel the membership regardless of their desired medium for that cancellation. Furthermore, the sign up process is all online and demanding that I return to the club or send paper correspondence to cancel the membership is an unreasonable request given my current life circumstances. So they can either honor the cancellation request or I will put in a stop payment with my bank and they wont get another dime either way.

  

  Business Response

  Date: 11/01/2023

  In response to complaint ********, we will honor a courtesy cancellation. The consumer will no longer see any other charges to the account. 

   

  Thank you,