Planet Fitness

When signing up for services online, was not informed that to cancel services I would have to come into the location in person to cancel same service Having to come into location caused a delay for me to cancel my service agreement and now I have incurred a annual fee, that I should not have to pay because of the delay they caused me. Also, I never used their services and the advertising said $10 dollars per month, period.Desired SettlementBilling adjustment for annual fee charged in the amt. of $29 dollars.Business Response To whom it may concern,The member signed up online, which still means that he is fully responsible for reading over the agreement that was signed by the member. The agreement states, "To cancel your monthly membership and stop the billing of the Membership Fee on the 17th of the month, the club requires notification by the 10th of the month delivered in person, or postmarked via certified mail to the club address listed above". I have attached the members agreement. Sincerely,Planet Fitness BartlettConsumer Response Yes it's in the contract, but I think the contract is written to defraud its members of the membership fees. I wish them well in their business!

Review: After I cancelled my membership on Sept. **, 2013, Planet Fitness in Astoria proceeded to charge me the annual fee the following month. I went to the establishment to request for the error to be corrected and they filled a form stating that I would get a refund check in the next 3 business days. It's been two months and I have yet to receive my refund. I've sent many emails addressing this issue as well as phone calls and all my inquiries have been ignored.Desired Settlement: Refund what's owed.

Business

Response:

To Revdex.com,

This better is to inform you that [redacted] membership has been cancelled AS OF 10/*/2013.

Refund of $29.00 has been mail out to the above address. [redacted]

See Attachment.

Please feel free to Contact me at ###-###-####or Via: [redacted], if you need further information regarding this matter.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: My son joined at this location for 6 weeks on winter break. He used my checking account. He canceled membership before he left for college. 4 days later I get an additional charge for $39. I had specifically asked them about any additional charges when he signed up. No, $10 a month and cancel at any time. When I spoke to manager Brittney M[redacted] she confirmed that my son had canceled but "not in time". Not in time for what? She said "it's in the contract". District manager Marcio M[redacted] did not return a phone call. A corporate office supervisor in New Hampshire said "[redacted]". So, for 6 weeks they charged $59 instead of $20.Desired Settlement: Billing Adjustment.

Business

Response:

Good Morningplease view attachments. Customer advises not to Authorize! Monthly and Annual fee charges was given back to consumer. Feel free to contact me at ###-###-#### if needed. Thank You Virginia M[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Complaint Told that services we purchased (and had used for 7 of the 12 months on the contract were no longer available to us. Still being charged. Purchased the higher-priced contract in late Jan. 2013. Were told that this membership included schiatsu chairs and hydromassage bed for member and one guest. In late July an employee we'd never seen there, though we (husband and wife)went regularly, told us that the chair and bed were not available for guest use---just the original member. We haven't been back after being told that though the monthly fee of 21.84 is still charged to our account every month. Since this was misrepresented to us, we'd like a refund for the unused months. Desired SettlementRefund of monthly fee that's been charged to our credit card starting August 2013.Business Response To whom it may concern,I understand where you are coming from and I would love to work with you to find a solution. Unfortunately, when you signed up we had issues with management who were not obeying the planet fitness rules. Since then we hired new management and new staff who made sure that they followed everything by the books and fix all of the previous issues. With a blackcard membership, the member is the only person who can use the extra amenities. I do believe this is our fault and I will refund you the 5 months remaining on your contract. I will also give you a free month membership if you wanted to continue working out at Planet Fitness. I apologize that you were told two different things and we are working hard to make sure none of these same issues occur with our previous management team. Since changing management, we have had nothing but good feedback, a very clean gym and good customer service. If you ever need anything please feel free to talk to [redacted], the manager at the Bartlett location or you could always reach out to me via email. I will inform [redacted] and let him know that we will be refunding you the 5 months. Once again, I apologize for your experience and I will make sure that we are more consistent.

Review: I've told Planet Fitness many times over the course of the last 18 months to cancel my membership, but they keep billing me.Desired Settlement: STOP BILLING ME!

Business

Response:

To Revdex.com,

Our Cancellation policies are as follows: To cancel your monthly membership and stop the monthly billing on the [redacted] of the month the club requires written notification by the [redacted] of the month delivered to the club in person or preferably via certified mail.

[redacted] cancelled membership on September **, 2013.

See Attachment.

Please feel free to Contact me at ###-###-####or Via: [redacted],if you need further information regarding this matter.

Sincerely

Review: Signed up for service 3 months ago, was already charged for yearly fee, requested to downgrade membership (not done), filthy facilities. I signed up for service around 3 months ago. Before I got my keyfob, I asked about the yearly fee, I was told that I would be charged for it next year (wrong, I was charged for it 2 months into my membership $59.99). I provided my checking account which there is nothing wrong with it; for some reason your billing company cannot withdrawal the money from it but every other company seems to be fine charging my account. I was told the late fees would have been waived since it was not my fault (wrong, I have two $10 charges). I also requested for the cancellation of my membership, I was told there would be a penalty for canceling, so I requested to downgrade my account to $10 a month, was told it was gonna be done (wrong, I'm still being charged $19). All the facilities I have been to are completely filthy, showers are absolutely disgusting, staff are not so bad but they can careless about the customerDesired Settlement: I want this account cancelled and the balance brought to zero.

Business

Response:

To Revdex.com,

This letter is to inform you that [redacted] signed a one year black card membership Agreement on 4/*/2013. [redacted] is charged 19.99 monthly. All Black card memberships are subject to pay an Annual fee of 39.00 once a year.

We will honor his request and cancel his membership as of 08/**/2013. His balance has been adjusted. No balance is due at this time.

Please feel free to Contact me at [redacted] or Via:[redacted]. If you need further information regarding this matter.

Sincerely

Review: I have not been to this fitness facility in over 8 years. They refuse to accept cancellations over the phone or via email, and since I no longer live in the area (mine was a [redacted] location), they expect that I will come in in-person to cancel my membership. When I initially set up payment, they needed my bank routing number for automatic debit payments. Now, for 8 years they have withdrawn $21.83 from my account every month. When I stopped payment on the business, they created a new entity name and continued to withdraw from my account. I do not believe this is legal. In speaking with my bank, there are MANY complaints about Planet Fitness doing this. How is it legal for them to continue to withdraw money without my consent? They are stealing from me at this point.Desired Settlement: I would like the following:

- to be refunded the amount of $2,095.68 for the $21.83/monthly charges of 8 years of not stepping foot in the facility

- to have guidelines change where it becomes illegal to extract monies from accounts under new, made up business names after the initial business name has a stop-payment put on it by customers

- to allow for membership cancellation via email

- for Planet Fitness to stop charging members after they clearly have not used their gym fob in over 2 years. 8 years is just a ridiculous amount of time to continue charging a customer who has not used your service. The fob access is very trackable. They know I'm not an active member.

Business

Response:

Good Afternoon .This Complaint is for a Planet Fitness in [redacted]. This is not part of PLANET FITNESS NY LOCATIONS.

Review: I personally went into the Planet Fitness location where I became an member and cancelled my membership. I arrived at 6:45 am and was given a copy of the cancellation form signed by myself and the employee on staff. I called to question the membership fee that would be charged even though my membership is being cancelled and was told that my membership is still active. I called several times and was told that the manger was busy. I spoke with [redacted] on the phone and was told that my membership was still active and I have to go in to cancel it or send in a certified letter. I told him I did go in and cancel it and I could fax him a copy of the cancellation form. He said they did not have and fax and my cancellation form sounds "fishy". He insisted I would have to go into the location again or send a certified letter to cancel my membership. I believe this to be a scam to keep charging my account since it is on automatic draft.Desired Settlement: I would like Planet Fitness to cancel my account, not charge me any additional fees, and refund and additional fees charged to my account because my cancellation was not processed in a timely manner. I should not have to cancel more than once.

Business

Response:

To Revdex.com,

[redacted] cancelled her membership on 9/**/2013. In order to stop yearly Annual fee [redacted] had to cancel before the [redacted] of the month.

Planet Fitness NYC, will be honoring [redacted] a refund of $29.00 for her annual fee due to her missing the cut off date by one day.

Check will be mail out to.

See Attachment.

Please feel free to Contact me at ###-###-####or Via: [redacted], if you need further information regarding this matter.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Hello let me say I love this location and the staff is ALWAYS awesome. On 08/**/2015 I stopped attending the gym due to a health issue I was diagnose with in August. In December I came to the location and spoke to the desk personnel and explained to the young my reason for not attending the gym and I would be out for another 2 months give or take and may I speak to the manager. It was in the afternoon after 4 and the the young lady stated the manager was off duty yet still at the site-which I understand. She stated just bring a letter to cover the time Im out and they will see if I can be credited. In I had my surgery in December , and in Feb of 2016 I was cleared to go back to the gym for March. I went to the gym and talk to the manager with the letter in hand. To my dismay she said I would not be credited for any months I was out. I was suppose t bring a letter from August.I tried to explain that was not what the young lady stated. The sad part is she would not look at my letter from the doctor. Please note Nicole L[redacted] had always been attentive to my needs. Example when people was bringing pets to the location and ppl smoking downstairs , This situation is not ok wheres the compassion and code of ethics and note this is not what the young lady at the desk said. Please helpDesired Settlement: I would like to be credit from 08/**/15-02/**/216. It doesnt have to be all the months but at least from Sep-dec.

Business

Response:

Good Afternoon.As a courteous Planet Fitness will gave a 4 Months freeze. No payment for 4 months, JUNE [redacted] PF Charges all members a one time ANNUAL FEE, which can't be put on freeze. please View Attachment with full details.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I cancelled my membership in June. They then charged me and annual fee. I called to confirm I cancelled my membership. They said I still needed to pay the annual fee. They then charged me again for a monthly fee. I called they said they cancelled my membership and would reimburse me. I never got a reimbursement. I called 4 times. They then charged me AGAIN. After 3 more calls they said they would reimburse me the annual fee and the two monthly charges. They have stopped charging me but still no reimbursement. I was dealing with a girl named Lauren who then stopped getting on the phone when I called. She would tell the person on the phone to tell me the check is in the mail. I call every week for 4 weeks. still no check.Desired Settlement: I want my $120 dollars plus $30 for all my time.$150 dollars.

Business

Response:

Good MorningRefund was sent out on 8/**/2015 member never received it, Second refund was mail out on 8/**/2015. please view attachments!

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I did not get a check and the check amount they claim to have sent is off by $40. They owe me 122.54

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Good Afternoon.[redacted] stated that she cancel in June 2015 in which membership was not cancel. Therefore membership was cancelled on July **,2015. She was charge on June [redacted] for $40.76 June [redacted] for 20.89 and July [redacted] for 20.89 Ttotaling $82.54. We have sent out second check on 8/**/2015. [redacted]. PLEASE VIEW ATTACHMENT!

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. I do hope their email with my home address is not posted to the public.

Sincerely,

Review: I have had to cancel my membership to Planet Fitness, because I am moving to an area where there is not a Planet Fitness location within 100 miles of my home. In order to cancel my membership I had to pay an $80 buy-out fee. I feel this is unreasonable as I cancelled only because there is not a Planet Fitness location within 100 miles, and I have no desire to pay for a membership I can not use.Desired Settlement: I would like a refund of the $80 buy-out fee credited back to my credit card ending in #[redacted].

Business

Response:

To Revdex.com,

This letter is to inform you that [redacted] is not a member in any of our NYC locations,

Please feel free to Contact me at ###-###-####or Via: [redacted], if you need further information regarding this matter.

Review: Hi, my name is [redacted] and I am a client of Planet Fitness. In September 2013, there was a mistake made by Planet Fitness in terms of the membership tier that I was in, causing them to charge me an additional $10 (my normal monthly fee is $10). I brought this up to management who indicated to me that this would be resolved in the December 2013 billing cycle, with no charge being assessed. However, in the December billing cycle, I was assessed a $10 fee, contrary to what the [redacted] had indicated. I have contacted Planet Fitness to no avail and I ask you to intervene.Desired Settlement: I would like my $10 returned to me.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I cancelled my membership in Aug and Planet Fitness took the 10.00 fee out of my checking account causing an 45.00 overdraft to my bank account when they took out the 10.00 fee again in September.They acknowledged they were wrong but I was not compensated for the 35.00 overdraft.They said they do not refund overdrafts.Should I lose 35.00 because of someone else's error namely Planet Fitness. I did not cause the overdraft.Desired Settlement: I would like to receive my 35.00 dollars back or allow me to use the gym for 3 months. Either way I will be satisfied.Thanks

Business

Response:

To Revdex.com,

Our Cancellation policies are as follows: To cancel your monthly membership and stop the monthly billing on the [redacted] of the month the club requires written notification by the [redacted] of the month delivered to the club in person or preferably via certified mail.

[redacted] cancelled membership on August **, 2013. On his cancellation form it states that his last billing date will be 8/**/2013. We have honor him a refund for the month of August due to nonuse of

facility.

Please See Attachment.

Please feel free to Contact me at [redacted]or Via: [redacted],if you need further information regarding this matter.

Review: I was allowed to sign up on line for membership using a debit card, when I got to the gym I was denied membership for using a debit card and was told they only accept phyical banking checks. Then for the months of September and October, I got a bill one for $10 and one for $69 and was given the option to pay using my debit card and they said it must be paid and yet I am still not allowed membership. How come this company is charging me for services refused? I can pay the bill but not allowed to workout? Totally unfair!Desired Settlement: If I am not allowed to join with my debit card I should not be charged for services.

Business

Response:

To Revdex.com,

[redacted] joined online on 08/**/2013. Online policies are as follows: it is okay to pay a one-time fee with a debit account for the enrollment fee. We only accept checking accounts for recurring monthly payments. We will be honoring her cancellation due to non-usage and no payment is due at this time. We will waive the balance.

See Attachment.

Please feel free to Contact me at ###-###-####or Via: [redacted],if you need further information regarding this matter.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I have canceled my planet fitness account via certified mail and then again in person however every few months another bill shows up with new charges This company has unfair cancellation policies. Even after taking the time to send the certified mailer, and this was a few years ago, I continued to receive bills. Phone calls don't work, and visiting in person and canceling again in person did not work either. After you cancel, a few months go by with no bill, then out of no where bills come again as if you never canceled at all. Even though the physical location I first joined has closed, even though I havn't used their facilities in years, and I have canceled multiple times - they continue to send bills. I went to far as to cancel the credit card the billing was attached to because the company keep charging me. Planet Fitness cannot be trusted. They should refund multiple months payments however at this point I just want them to stop sending me bills.Desired Settlement: Stop sending me bills. Clear my account of all charges. Never contact me again.

Business

Response:

To Revdex.com,

This letter is to inform you that [redacted] membership has be cancelled AS OF 4/**/2012 and no balance is due at this time.

See Attachment.

Please feel free to Contact me at ###-###-####or Via:

[redacted], if you need further information regarding this matter.

Sincerely

[redacted]

Review: I have previously been a member of the White Plains Planet Fitness location along with my fiance, [redacted]. Both of us moved over a year ago and, we thought, cancelled our membership upon moving. Since then we have received repeated $10 fees and a yearly fee to keep our account open. I was able to cancel all further charges to my account as it was registered under my credit card but [redacted] is continuing to be billed on my debit card.

We have sent multiple letters, per the Planet Fitness online instructions, to have her account cancelled with no change in the monthly billing. In addition, [redacted] went in person to the Planet Fitness location, travelling out of her way on her day off to try to have her account closed. Instead of assisting she was told at the front desk that she could not cancel her own account as it was being paid for under my debit card and that I would also have to go with her to close the account. The amount of legwork we have already put in, as well as postage, is insane and I see no reason why I should be forced to take time out of my day AS WELL as the membership holder in order to cancel an account that should have been cancelled over a year ago.Desired Settlement: Refund of all erroneous fees and a guarantee that there will be NO additional fees going forward.

Business

Response:

Good Morning[redacted] membership has been cancelled. In order to provide a refund, please fax over Proof of charges. MY FAX# ###-###-#### Or Email [redacted]

Review: Planet Fitness will not refund annual fee and lies to people over the phone to "come by and we will take care of everything" when turning you away they give you a contact number that is seldom answered in person and calls are never returned.Desired Settlement: Would like my $39.00 refunded and would like to stop getting mail from them saying I owe them more money!

Business

Response:

To Revdex.com ,

This letter is to inform you that [redacted] cooks sign a black card membership agreement on 11/*/2008. All black card memberships have a $39.00 annual fee on 06/**. In order to not be held responsible for the annual fee members must cancel services on or before the cutoff date of

05/**. Member has an outstanding balance of $58.00 which we will waive as courtesy. Cancellations have to be done on or before the [redacted] of the month as stated in our agreements. Member must cancel at facility or send certified mail to their location.

See Attachment.

Please feel free to Contact me at ###-###-####or Via:[redacted], if you need further information regarding this matter.

Review: First off, let me say that I work more than 340 days a year as a surveyor/heavy equipment operator for Great Lakes Dredge and Dock (the largest dredging company in the United States) and the International Union of Operating Engineers Local 25 Marine Division out of Manalapin, NJ). Back in August of 2012, I went into Planet Fitness on [redacted] in [redacted], NY. I Paid $10 for a month-long gym membership. I was told that it was only for one month, and that I would pay as I go. I went to their gym a grand total of 3 times during that month, and then work got more strenuous and I did not have the energy to work out. I stopped going to the gym. I recently found out that they have been charging me $10 per month for the past 11 months. I called the gym to inquire about this and they said to call back when the manager is present. I called back and spoke to the manager, she was very short with me and told me that I would have to cancel my membership IN PERSON. That is simply not an option for me. I am currently in Rehoboth Beach, Delaware. I explained this to her and she said it was not her rule but she will surely enforce it. I asked her if there were any other options and she said that I would have to send a letter certified mail. This may sound crazy, but I work SO MUCH that going to the post office is extremely difficult. It is hard to understand without being familiar with the nature of my job. My car also recently broke down. I asked her for her superior, and she gave me his number and said "my name is [redacted] (I think, I can't remember to be honest), you can complain about me if you want" I told her I am not trying to complain but she hung up on me. I then called the number to the District Manager she gave me, and he never answers. Today was the third time that I called him and decided not to leave a message this time. In each message I gave him a brief yet thorough explanation (the ordeal is quite simple) and left my phone number asking him please to call me as soon as possible. He has not called me in 3 days. They are waiting for me to be charged at least one more time, this is a scam. I have already called my bank and issued a stop payment on their charges. The stop payment is only temporary unfortunately and there is no guarantee from Wells Fargo that it will work at all. They can check their records (you have to swipe a membership card every time you go to the gym) and it will show that I have only been in the gym 3 times within a 2 week period. This membership is not valid at other Planet Fitness gyms. They are aware that I am out of state and are not concerned with my situation. The District Manager is ignoring me on purpose. I understand I have missed out on the 10 months I paid for absolutely nothing, I JUST WANT TO CANCEL and they will not let me. I need help in this matter and I appreciate everything you can do. I bust my back every day for my money and I am proud to be apart of the middle class and the backbone of America. I don't like the idea of being penalized because of how much I work. It is already hard enough on me as it is. I don't need to throw any more money away to a business that truly does not care about its customers. Thank you.Desired Settlement: I just want to CANCEL my membership and they won't let me. I have already paid them 10 months worth of membership unknowingly and I am not even asking for a refund on that. JUST CANCELLATION.

Business

Response:

To Revdex.com,

This letter is to inform you that [redacted] membership has be cancelled AS OF 7/**/2012.

See Attachment.

Please feel free to Contact me at ###-###-####or Via: [redacted], if you need further information regarding this matter.

Review: I canceled my Daughters membership which was being charged to my credit card. In October of 2014. I followed all the steps they required to cancel my daughters membership. Sent them a letter requesting that they cancel her membership,card number etc.... and sent registered mail. Planet Fitness received and signed for it on 11/*/14. My daughters membership has been canceled. I was not billed for November. Then in December a fraudulent charge for 19.99 was on my credit card. I gave them a copy of my bank statement with their charge. I am disabled and went to the planet fitness twice. I called the main office on the website they gave me the number to the ** office. I called them and was told to speak to the planet fitness where my daughter had signed up originally and speak to the [redacted]. I went there and waited an hour while she made calls to their main offices. I was told that their district [redacted] would call me and straighten everything out and reverse the charge. I was given her card with her number tel:[redacted]. Ive called multiple times and have gotten no where not even a call back. Today I called [redacted] and was told that I had to speak with [redacted]. . I'm getting the run around from planet fitness. I called [redacted] and had them put a stop on any further transactions with Planet fitness.Desired Settlement: I feel that they made a fraudulent charge after I canceled the membership and are just giving me the run around. All I'm looking for is to have my charge reversed and have it reported that they have shady business practices at Planet Fitness. They need to take a look at their Customer service dept. because everyone at Planet fitness I spoke to just passed me off to someone else until I finally ended up where I started. Now there District [redacted] is just ignoring my calls.

Business

Response:

Good afternoon.I would need his daughterS names in order to look them in our syysem!please feel free to contact me at ###-###-#### or via Email [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Started debiting my bank account over one year after I joined then canceled my membership. I spoke to [redacted] at the [redacted] location who could not help me and would not give me a billing phone number or tell me a managers name. She went on to tell me that no one would tell me that I'm no longer a member even though I came into the location in January and canceled my membership. She promptly hung up on me.Desired Settlement: 10.00 and all future debits to be canceled.

Business

Response:

To Revdex.com,

This letter is to inform you that [redacted] membership has been cancelled.

Refund of $10.00 has been mailout to the above address.

Please feel free to Contact me at ###-###-####or Via:

[redacted], if you need further information regarding this matter.