Planet Fitness

Planet Fitness has been making unauthorized withdrawals from me since [redacted] 2014.Before the PF [redacted] location closed and consolidated with [redacted] I requested that automatic membership renewal be stopped to allow me the choice to decide if the [redacted] location was too inconvenient.The [redacted] attendant entered my information into the computer and assured me that my request had been honored.When I discovered that PF has been taking my money since November I went to [redacted] PF and complained. The attendant stated that there was no record of my request but he stated that he would terminate my membership at that time and the withdrawals would stop. That was two weeks ago.Planet Fitness took money from my account again this month in spite of all efforts to make them stop. They have taken approximately eighty dollars to date.Product_Or_Service: exercise equipment/facility useDesired SettlementPlanet Fitness stops taking my money and refunds the amount of the unauthorized withdrawals.Business Response The first portion of Mr [redacted]'s complaint states the following: Planet Fitness has been making unauthorized withdrawals from me since [redacted] 2014.Before the PF [redacted] location closed and consolidated with [redacted] I requested that automatic membership renewal be stopped to allow me the choice to decide if the [redacted] location was too inconvenient.The [redacted] attendant entered my information into the computer and assured me that my request had been honored.The PF [redacted] location closed and consolidated with PF [redacted] in [redacted] 2013 not [redacted] 2014 as stated in Mr. [redacted]'s complaint. Mr. [redacted]'s membership never had a commitment (meaning he could cancel anytime he wanted with penalty or fees) so if he had elected to cancel his membership when PF [redacted] was merged with PF [redacted] he absolutely could have done so without and requirements other than filling out a cancellation form. However that is not what Mr. [redacted] chose to do. As you'll see in his member usage report attached with this email, he used the [redacted] facility - after PF [redacted] was closed in Dcember 2013 - 74 times. Clearly the [redacted] location was not inconvenient for him seeing as he worked out there 74 times so I'm confused as to why he mentions that in his complaint.The second portion of his complaint states the following: When I discovered that PF has been taking my money since [redacted] I went to [redacted] PF and complained. The attendant stated that there was no record of my request but he stated that he would terminate my membership at that time and the withdrawals would stop. That was two weeks ago.Planet Fitness took money from my account again this month in spite of all efforts to make them stop. They have taken approximately eighty dollars to date.We have no cancellation forms on file for Mr. [redacted]. When someone wants to cancel their membership the staff has them fill out a cancellation form either in writing or electronically through our computer system. If it's done in writing the member receives a copy of the cancellation form and if it's done electronically the member receives a copy via their email. If Mr. [redacted] has a copy of his cancellation that he claims he has done not once, but twice, I will absolutely reimburse him any and all fees that were taken from his account following the date of cancellation. However if he can not produce proof of cancellation I have no reason to believe that he spoke to my staff on 2 separate occasions and was miss led both times. I've also attached a copy of Mr. [redacted]'s membership agreement that shows he had no obligation to remain a member prior to, or following, the PF [redacted] facility merging with the PF Leominster facility. There is no "automatic membership renewal" on his membership as Mr. [redacted] stated. His membership is, and always has been, a month to month membership with no commitment or cancellation fees. Any questions please contact me directly at (XXX) XXX-XXXX. Respectfully, [redacted] Office: XXX XXX XXXXConsumer Response (The consumer indicated he/she DID NOT accept the response from the business.)Planet Fitness took [redacted] from my account in [redacted] The [redacted] location closed in [redacted] as stated in PF's response.I was told by the attendant that this was the annual renewal fee. and subsequent withdrawals would return to the monthly amount of [redacted]PF offered deals with nothing down, one dollar down, and ten dollars down at various times throughout the year. I asked if I could switch to the zero down plan to avoid the "annual fee" and was told maybe I could after I terminated my membership and waited six months.At that time I told the attendant to make it so that the annual fee would not be automatically withdrawn the next time it was due, to give me the option of deciding whether or not the [redacted] location would work for me. which. in time. it proved not to and to give the option of an alternate plan.I did not ask to cancel, only to not have the next [redacted] be automatically withdrawn.The attendant appeared to enter something into the computer. then he told me my request had been honored. and that the next [redacted] money would not be automatically taken from me and. at that time I could choose whatever was available for membership options.When I discovered that, indeed, my request had not been honored I went in person to PF in [redacted] and complained. Now I have stated the facts again.I have also reported this matter to the Consumer Protection Division of the MA Attorney General (case # XXXXXX). Their representative stated that she finally contacted a manager at PF and that PF would be sending a refund and that I should inform the AGO representative when I have deposited it.I do not know if this is a matter of misunderstanding but it appears from the wording in the response that PF does not have clarity. Final Business Response I think Mr. [redacted] is saying that when [redacted] consolidated with [redacted] in [redacted] 2013 (18 months ago) he told someone he didn't want the [redacted] 2014 annual fee to be drafted from his account because he wasn't sure if the new location would be convenient for him. This is somewhat confusing to me because from the time [redacted] merged with [redacted] until the time the [redacted] 2014 annual fee was set to be taken from his account, was almost 11 months later. Which means Mr. [redacted] had almost 11 months to use the new [redacted] location and determine whether or not it was convenient for him prior to the [redacted] 2014 annual fee being drafted from his account.As I stated in my 1st response Mr. [redacted]'s membership was completely month to month with no commitment or cancellation fees required if he chose to cancel. This means Mr. [redacted] had almost 11 months to cancel his membership for any reason he wanted prior to the annual fee being taken from his account in [redacted] yet he never did so. His 2nd response claims he cancelled only after noticing the [redacted] 2014 payment was taken from his account. If the new location wasn't convenient as he claims why wouldn't he have cancelled the membership prior to the [redacted] fee??We have no record on file of Mr. [redacted]'s requests to stop the [redacted] fee draft nor do we have any record on file of his request to cancel. As I also stated in my 1st response, anytime someone cancels they receive a copy of the cancellation either in writing of via email. If Mr. [redacted] has a copy of his cancellation I will refund him any and all fees that were taken from his account following the date of the cancellation. However if he does not have a record of cancellation he will not receive a refund because I cannot verify what he is claiming.

They keep trying to collect fees despite me canceling membership > 2 years ago. Certified letters sent x2. Business stated after receiving my last certified letter back in 11/13 that my membership was finally canceled. The first certified letter over 2 years ago was ignored and charges continued to hit my account. Figuring the case was closed and not receiving and further request from them I discarded all contact information. Today I received an automatic call and text saying I owe them more money. I cannot reach them as their line is busy and rings forever with answer or the ability to leave a message. I have not your used their club in multiple years at this point, nor any other planet fitness location for that matter.Desired SettlementI would like whatever supposed bill that they have for me to be dropped as I have been wrongly billed for services that I don't use, have not used for multiple years, and have canceled both in person and via certified letter in the past.Business Response we have tried reaching out to Mr. [redacted] on this matter and he has not returned our call. We are happy to waive the [redacted] balance left on his account from when he cancelled his membership back on 11/16/13.Please be sure to remove the complaint if this resolution meets your expectations Mr. [redacted]? Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I will not be placated by someone removing a "charge" that just magically appeared on my account at your convenience when you want a negative review removed. I received a call from Planet fitness on July 3, 2014 from the "[redacted]" name unspecified on the voicemail. The voicemail that I have saved (and can/ will forward via email through verizon) for future reference stated that the message was in error as it was automated and went out to all past customers. Furthermore it stated that my account "was squared away and was canceled since 11/13." Squared away does not mean that I have a mysterious ancillary charge on my account. Again this is questionable business practices to say one thing and then go back and state the opposite on this forum. I would like it to be known that they are the ones in error and my account cleared with proof coming through the Revdex.com.Final Business Response Mr [redacted],Your account was cancelled back on 11/16/13. you have NOT been billed since that date Nor do you have a balance, just to be clear. The reason you received a call was because of an automated AR program we have that was programmed incorrectly resulting in a few members receiving calls stating they had balances, which at the time you did [redacted] That has since been removed and corrections have been made on our end to be sure that doesn't happen again. Does that meet your expectations? If so we'd greatly appreciate you removing your complaint.

Refusal to refund unauthorized charges.I contacted W.B. Planet Fitness on April 30th, I spoke to a female employee to inquire about terminating of boht my husband's membership and my membership, and the end date of my contract. I was advised that we had forefilled our contractual obligation and that our membership would automatically be reduced to a $10.00 per month no commitment plan. On June 3rd my bank account was debited $39.00 for my planetfitness memebership and $39.00 for my husband's membership - neither one of these debits were authorized. When I contacted [redacted] on June 3rd, I was advised that I had been misinformed and that my membership could be terminated or I could have it reduced to the month to month fitness membership; however, the funds that were debited from my account could not be refunded. I advised [redacted] that this was unacceptable to me and requested the regional manger's telephone number, [redacted] informed me that this could not be provided. I requested the Corporate Office's telephone number, [redacted] provided me the following telephone number ([redacted]) [redacted] - I have tried contacted the corporate office several times and the number just rings. I called [redacted] back and requested the Regional Manager's telephone number again - He stated he could not do that, I advised [redacted] that it if I was not contacted by the Regional Manager by the close of business today I would be filing a complaint. Desired SettlementI would like a refund of the $39.00 fee for both my husband and my memberships ($78.00 total); and our memberships terminated. We have already forefilled our obligation of the contract agreement. We contacted Planetfitness prior to the charge and was advised that our accounts would be reduced to the $10.00 no commitment accounts automatically. Had we been provided the proper information we would have terminated our memberships on April 30th when I contacted Planet Fitness.Business Response To whom it my concern,Mr. and Mrs. [redacted]'s one year minimum term was met on December 30, 2012 They transferred their memberships into our facility on 5/30/2012 leaving a.remainder of 7 months on their 12 month commitment.. Stated in the online contracted (see attached documents), they would have had to cancel their membership on or before. May 25, 2013 to not be bit with their annual fees. Feel free to contact the facility at XXX-XXX-XXXX if you have any other questions.Thank you, Planet. Fitness Management .Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I most certainly do not accept the response from Planet Fitness. I contacted Planet Fitness on April 30th to discuss my options well before May 25, 2013. On April 30th, I spoke to a Planet Fitness Represenatative; whom at the time advised me that rather than terminating my membership my husband and I could change our plan to the $10.00 a month "no committment plan". I agreed that this was a good option and I was told that we were "All Set". I am well versed in contracts and was aware of the date of my transfer which is why I had a reminder on my calendar to call to discuss my options on the 30th of April. When I saw the dedcutions of $20.00 for each of our memberships on the 20th May I assumed it was because of our May 25th transfer date and that was our final Black Card Memebership fees and there after the memberships would be reduced to the $10.00 per month plan. I asked specifically during my conversation on April 30th if there was was anything else that we needed to do, and was advised "No, your all set." by the female representative. On June 4th I immediately contact Planet Fitness when my account had been debited twice for the $39.00 maintenance fee for both my husband and my memberships. When I explained what happended to Alex, the manager I was told there was nothing that he could do and that he would have to contact the regional manager. I was left a voice mail message by Alex, and I immmediately returned his call advising me that the regional manager had advised him that my funds would not be returned and that I could either use the facility or that I could terminate my membership. I advised Alex that this was an unfair business practice, that I had done my due diligence and that I wanted to speak with the regional manager or someone from the corporate office. Alex advised me that the regional manager would call me back, and provided me with the corporate telephone number that he found on google. I tried calling the number several times, the phone just continually rang. I again contacted Alex and advised him that if the Regional Manager did not return my telephone call by the close of business that I was going to file a complaint. I never recieved a telephone call back, therefore I filed the complaint and sent a certififed letter cancelling both my husband and my memberships.I contacted Planet Fitness again on Monday, June 17th after my account had been debited again $20.00 each for both my husband and my memberships. I was advised by Alex that there was nothing they could do it was in the hands of the Revdex.com, and unfortunately they could not return my funds.So, I will accept the charges for May because that is what was explained to me in my April 30th telephone call, however I do not accept the two charges for #39.00 on June 4th and I certainly won't accept the additional charges on the 17th (Total Amount of $40.00) of June for memberships that were cancelled. The burden of the lack of customer service, inadequate training and bad communication processes by Planet Fitness's Representative on April 30th, and the lack of response from Alex the branch Manager or the Regional Manager should not be placed on me or my family. How many other people have been affected by these deceitful business practices. If you google Planet Fitness Complaints, you will find thousands upon thousands - when is enough, enough. My family and I shouldn't have to bear the burden of their mistakes and their fraudulent business practices.Final Business Response As stated in the contracts provided, Planet Fitness would need to receive a cancellation letter on or before the 10th of the month in order for the automatic payments to be stopped. We received Mr. and Mrs. [redacted]'s cancellation letter on the 11th. Despite the late cancelation letter we offered to refund the month of Junes payment but Mrs. [redacted] declined.Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I have never once been offered a refund, to say that I have is a complete falsification; had Planet Fitness, their representatives and their management team offered any type of reimbursement or refund of payment it may have never gotten this far, unfortunately, they never offered any type of refund or reimbursement. In fact I was adamantly told that unfortunately, I was provided misinformation and that there was nothing that I could do.

In January, 2014, I was on the Planet Fitness website and noticed that a member could 'transfer' to another club. There were no details regarding transferring - just the ability to transfer. During the last week of January, BEFORE I transferred my West Springfield, MA, membership to New Port Richey, FL, I went into the WSpfld PF and questioned the girl who was at the desk about specifics of transferring: extra charges, length of time, etc. She responded that you could just transfer and transfer back whenever. It sounded like I could transfer for a day or so if I wanted to. Turns out she was poorly trained or not trained regrading transfers.I did transfer to New Port Richey on [redacted] When I tried to transfer BACK to WSpfld, I couldn't do it on the website. After several calls, I found out that there is a 3-month minimum transfer time. (Later I found this fact in the FAQ list which is in the bottom left corner of the home page if the Customer S I waited the extra month until April 29 and, again, tried to transfer back to WSpfld. On May 1, I tried to transfer my membership BUT when I read the AGREEMENT that must be signed (checked off), before transfer goes through,it says that I will be charged an annual fee on June 1. I just paid an annual fee in October and don't feel that I should have to pay an annual fee again. The [redacted] at the WSp facility was NOT very forthcoming with ANYTHING that I asked him. Since he shrugged and said he couldn't do anything more for me, I asked who would be the contact person above him and had to drill it out of him. He said that the only way to contact 'Corporate' was by an email: [redacted] with no specific department or person in charge.I feel PFs website is a work in progress and changes frequently AND it does not clearly state what happens when a person transfers AND/OR transfers back. The bottom line is that I should NOT have to pay another annual fee until October.Desired SettlementI want to transfer back to the WSpfld Planet Fitness WITHOUT having to pay a membership fee. Actually their website has this chart on it and it looks to me like since it is May 1, I shouldn't have to pay another annual fee until October.Join Date Annual Fee DateJan 1 - April 30 June 1May 1 - August 31 October 1September 1 - December 31February 1Business Response Hello [redacted]...I spoke to [redacted] and have changed her join date which would change the fee back to an October date which she requested and have given her 3 month credit on her billing. We also discussed the transfer process so that in the future she wouldn't have any issues. Thanks and please call me with any questions.

My experience with Planet Fitness located in West Springfield has been the worst. Most of the employees lack of customer services skills. They never gave me a tour, the "certified trainer" is rude, when asked about the unlimited training he was indifferent and didn't care to explain the service. The promote themselves as a none judgemental zone, but the most of the staff don't follow that creed.
I would and don't recommend this Planet Fitness because it is very low class. Better pay a little more and have a service that you deserve.
They seem to address complaints in a superficial way, but things don't seem to change...

Review: In December 2011, I entered into a 12 month membership with Planet Fitness. In May 2012, I was hospitalized for over 3 months, and at that time became disabled. When my membership expired, I contacted them via telephone requesting my membership be terminated. I was told I had to come in the Fitness center in person. I found transportation and was told I couldnt cancel because I owed them money. I told them that was not possible because payment comes directly out of my account.I then wrote the manger ( [redacted]) and explained to him that my membership was to be canceled, and if any further fees were deducted from my checking account, I would have no choice but to file fraud charges.I asked for a notice of cancellation be sent to me via US Mail. I received a phone call telling me they will not cancel my membership and WILL continue to deduct fee's from my checking account. I reminded [redacted] if any further fee's come out of my account, I will file fraud charges and sue him for up to 3 times my membership cost.He hung up the telephone.Desired Settlement: membership terminated as requested, no other fees withdrawn from my account.

My experience with Planet Fitness located in West Springfield has been the worst. Most of the employees lack of customer services skills. They never gave me a tour, the "certified trainer" is rude, when asked about the unlimited training he was indifferent and didn't care to explain the service. The promote themselves as a none judgemental zone, but the most of the staff don't follow that creed.
I would and don't recommend this Planet Fitness because it is very low class. Better pay a little more and have a service that you deserve.
They seem to address complaints in a superficial way, but things don't seem to change...

I've had nothing but problems with this company. I talked to them multiple times when moving back home to Vermont (i signed up for a contract in CT.) and when I moved home they were having issues with their system online and transferring. So I called and was told to go in and that the planet fitness I was going to would be able to transfer me. So I did as told and they ended up signing me up for a new membership. I talked to them (Connecticut) and on the phone I told them I needed to cancel. The gentleman on the phone was very nice but after telling me he would cancel my membership I assumed I stopped paying for it. For a while I continued to get charged and so I assumed it was the membership in Essex. I cancelled that membership and they were very helpful in directing me back to these guys and told me they were the ones still charging me. So for a long time now I assumed my membership was cancelled so I called today and told her I live hours away and it was supposed to be cancelled forever ago and she stated there was a note on my account saying to transfer or something and I was just furious. Not only was I told false information, I've been getting charged 21 dollars a month for however long now for something I thought was cancelled, 5 hours away. The woman I spoke with today was very helpful and told me that she cancelled it today for me. (which I am still waiting on the email, I have not received yet.) I'm just more angry with the miscommunication and why nobody was able to help me the first time I tried cancelling the membership. She easily cancelled it for me today, but why was it not done the first time? So here I am paying 21 dollars a month to a company I now hate, without even knowing. I have told everyone I know about all of the problems I have and have convinced many people away from their memberships.Product_Or_Service: MembershipDesired SettlementAfter being told I have been charged for the last year, I want my money back. I was told I wasn't paying anymore and I have been. Not very happy.Business Response When the member called on 1/22/15 she asked the status of her membership and why she was being billed since she claims to have cancelled over the phone last year. Per our contract, there are two ways to cancel a membership. Either in person, or with a letter written by certified mail. We do not take cancellations over the phone. She was sure she called and cancelled, so I checked her file and We had no cancellation forms for her membership, but there was a note on her account from the previous management stating that the member never cancelled or transferred out. When I told her this, she became very upset and said that she just wanted it cancelled and she lived too far away to come in and was not going to write a letter. For the sake of customer service and to try to compromise, I told the member I would cancel her over the phone now. She thanked me and I emailed her a copy of the cancellation form to the email that she gave to me. She never asked for a refund when we spoke on the phone, and per the contract no refund is due. She did not cancel her membership by either of the ways listed on the contract she signed.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)When talking on the phone I mentioned MULTIPLE times that I had try to cancel it before and that's when she said that I had to submit a letter or come in but I told her multiple times that the last person I spoke with had told me that they had taken care of it. Therefor I felt no need to do so. Speaking with the man last time on the phone he told me the same thing and when I told him where I lived he said the same thing that he would cancel it for me to better satisfy. Yes, I was angry when she told me over the phone that they didn't cancel it and that I needed to come in or mail something because I had already been through this before. Final Business Response There was a note on the member's account from previous management stating the member did not transfer to a different club or cancel her membership. We had no cancellation form on file for the member. And the member is clearly stating that she did not cancel by one of the two ways that are listed on the contract. The contract clearly states "You must come to the club and sign a cancellation form or send a written certified letter to the club and surrender your membership card." Our cancellation policy is this specific to avoid issues. If a form was signed in club the member gets a copy of the cancellation paperwork and if the letter is sent by certified mail, again the member gets a receipt that someone in the club signed for the letter. Unfortunately, we are unable to issue a refund due to the fact the member did not cancel properly. Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I have tried multiple times to cancel this membership, as stated. When I spoke to the woman on the phone she was able to cancel over the phone (against your so called policy) so why wasn't that done a year ago when he said he did it? When he told me it was cancelled a year ago I believed them and continued to get charged. I'm not driving hours away to cancel a membership after being told it was already cancelled.

Refusal to refund unauthorized charges.I contacted W.B. Planet Fitness on April 30th, I spoke to a female employee to inquire about terminating of boht my husband's membership and my membership, and the end date of my contract. I was advised that we had forefilled our contractual obligation and that our membership would automatically be reduced to a $10.00 per month no commitment plan. On June 3rd my bank account was debited $39.00 for my planetfitness memebership and $39.00 for my husband's membership - neither one of these debits were authorized. When I contacted [redacted] on June 3rd, I was advised that I had been misinformed and that my membership could be terminated or I could have it reduced to the month to month fitness membership; however, the funds that were debited from my account could not be refunded. I advised [redacted] that this was unacceptable to me and requested the regional manger's telephone number, [redacted] informed me that this could not be provided. I requested the Corporate Office's telephone number, [redacted] provided me the following telephone number ([redacted]) [redacted] - I have tried contacted the corporate office several times and the number just rings. I called [redacted] back and requested the Regional Manager's telephone number again - He stated he could not do that, I advised [redacted] that it if I was not contacted by the Regional Manager by the close of business today I would be filing a complaint. Desired SettlementI would like a refund of the $39.00 fee for both my husband and my memberships ($78.00 total); and our memberships terminated. We have already forefilled our obligation of the contract agreement. We contacted Planetfitness prior to the charge and was advised that our accounts would be reduced to the $10.00 no commitment accounts automatically. Had we been provided the proper information we would have terminated our memberships on April 30th when I contacted Planet Fitness.Business Response To whom it my concern,Mr. and Mrs. [redacted]'s one year minimum term was met on December 30, 2012 They transferred their memberships into our facility on 5/30/2012 leaving a.remainder of 7 months on their 12 month commitment.. Stated in the online contracted (see attached documents), they would have had to cancel their membership on or before. May 25, 2013 to not be bit with their annual fees. Feel free to contact the facility at XXX-XXX-XXXX if you have any other questions.Thank you, Planet. Fitness Management .Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I most certainly do not accept the response from Planet Fitness. I contacted Planet Fitness on April 30th to discuss my options well before May 25, 2013. On April 30th, I spoke to a Planet Fitness Represenatative; whom at the time advised me that rather than terminating my membership my husband and I could change our plan to the $10.00 a month "no committment plan". I agreed that this was a good option and I was told that we were "All Set". I am well versed in contracts and was aware of the date of my transfer which is why I had a reminder on my calendar to call to discuss my options on the 30th of April. When I saw the dedcutions of $20.00 for each of our memberships on the 20th May I assumed it was because of our May 25th transfer date and that was our final Black Card Memebership fees and there after the memberships would be reduced to the $10.00 per month plan. I asked specifically during my conversation on April 30th if there was was anything else that we needed to do, and was advised "No, your all set." by the female representative. On June 4th I immediately contact Planet Fitness when my account had been debited twice for the $39.00 maintenance fee for both my husband and my memberships. When I explained what happended to Alex, the manager I was told there was nothing that he could do and that he would have to contact the regional manager. I was left a voice mail message by Alex, and I immmediately returned his call advising me that the regional manager had advised him that my funds would not be returned and that I could either use the facility or that I could terminate my membership. I advised Alex that this was an unfair business practice, that I had done my due diligence and that I wanted to speak with the regional manager or someone from the corporate office. Alex advised me that the regional manager would call me back, and provided me with the corporate telephone number that he found on google. I tried calling the number several times, the phone just continually rang. I again contacted Alex and advised him that if the Regional Manager did not return my telephone call by the close of business that I was going to file a complaint. I never recieved a telephone call back, therefore I filed the complaint and sent a certififed letter cancelling both my husband and my memberships.I contacted Planet Fitness again on Monday, June 17th after my account had been debited again $20.00 each for both my husband and my memberships. I was advised by Alex that there was nothing they could do it was in the hands of the Revdex.com, and unfortunately they could not return my funds.So, I will accept the charges for May because that is what was explained to me in my April 30th telephone call, however I do not accept the two charges for #39.00 on June 4th and I certainly won't accept the additional charges on the 17th (Total Amount of $40.00) of June for memberships that were cancelled. The burden of the lack of customer service, inadequate training and bad communication processes by Planet Fitness's Representative on April 30th, and the lack of response from Alex the branch Manager or the Regional Manager should not be placed on me or my family. How many other people have been affected by these deceitful business practices. If you google Planet Fitness Complaints, you will find thousands upon thousands - when is enough, enough. My family and I shouldn't have to bear the burden of their mistakes and their fraudulent business practices.Final Business Response As stated in the contracts provided, Planet Fitness would need to receive a cancellation letter on or before the 10th of the month in order for the automatic payments to be stopped. We received Mr. and Mrs. [redacted]'s cancellation letter on the 11th. Despite the late cancelation letter we offered to refund the month of Junes payment but Mrs. [redacted] declined.Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I have never once been offered a refund, to say that I have is a complete falsification; had Planet Fitness, their representatives and their management team offered any type of reimbursement or refund of payment it may have never gotten this far, unfortunately, they never offered any type of refund or reimbursement. In fact I was adamantly told that unfortunately, I was provided misinformation and that there was nothing that I could do.

Planet Fitness makes it very difficult to cancel membership.I've been a member of Planet Fitness for several years and have paid regularly, although I rarely go. I called to cancel my membership and was told that I couldn't cancel over the phone. Assuming this had to be done in writing, I sent and email. Apparently, their policy is that you can only cancel by going to the gym and cancelling in person. Well, the reason I don't use the gym is because I don't have time to go there! Now my credit card they have on file has expired and I don't want to submit a new card - I want my membership cancelled. They keep sending me notices that payment is due and I'm concerned this will affect my credit.Desired SettlementCancel my membership and clear any balance.Business Response This is our process to cancel, per the contract the customer signed. This is something that the customer agreed to. In order to cancel your membership, you must pay any balances due on your account, and then submit your cancellation notification in writing in person (there is a quick form to sign at the club), or by certified mail (gives you a receipt and makes sure we receive your cancellation). The National Corporate policy of Planet Fitness does not allow us to accept cancellations via email, fax, or by telephone. This cancellation information can also be found on your membership agreement form. Please contact Planet Fitness Milford at XXX-XXX-XXXX if you have any further questions.Sincerely,[redacted]Planet Fitness MilfordXXX-XXX-XXXX[redacted]

I've had nothing but problems with this company. I talked to them multiple times when moving back home to Vermont (i signed up for a contract in CT.) and when I moved home they were having issues with their system online and transferring. So I called and was told to go in and that the planet fitness I was going to would be able to transfer me. So I did as told and they ended up signing me up for a new membership. I talked to them (Connecticut) and on the phone I told them I needed to cancel. The gentleman on the phone was very nice but after telling me he would cancel my membership I assumed I stopped paying for it. For a while I continued to get charged and so I assumed it was the membership in Essex. I cancelled that membership and they were very helpful in directing me back to these guys and told me they were the ones still charging me. So for a long time now I assumed my membership was cancelled so I called today and told her I live hours away and it was supposed to be cancelled forever ago and she stated there was a note on my account saying to transfer or something and I was just furious. Not only was I told false information, I've been getting charged 21 dollars a month for however long now for something I thought was cancelled, 5 hours away. The woman I spoke with today was very helpful and told me that she cancelled it today for me. (which I am still waiting on the email, I have not received yet.) I'm just more angry with the miscommunication and why nobody was able to help me the first time I tried cancelling the membership. She easily cancelled it for me today, but why was it not done the first time? So here I am paying 21 dollars a month to a company I now hate, without even knowing. I have told everyone I know about all of the problems I have and have convinced many people away from their memberships.Product_Or_Service: MembershipDesired SettlementAfter being told I have been charged for the last year, I want my money back. I was told I wasn't paying anymore and I have been. Not very happy.Business Response When the member called on 1/22/15 she asked the status of her membership and why she was being billed since she claims to have cancelled over the phone last year. Per our contract, there are two ways to cancel a membership. Either in person, or with a letter written by certified mail. We do not take cancellations over the phone. She was sure she called and cancelled, so I checked her file and We had no cancellation forms for her membership, but there was a note on her account from the previous management stating that the member never cancelled or transferred out. When I told her this, she became very upset and said that she just wanted it cancelled and she lived too far away to come in and was not going to write a letter. For the sake of customer service and to try to compromise, I told the member I would cancel her over the phone now. She thanked me and I emailed her a copy of the cancellation form to the email that she gave to me. She never asked for a refund when we spoke on the phone, and per the contract no refund is due. She did not cancel her membership by either of the ways listed on the contract she signed.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)When talking on the phone I mentioned MULTIPLE times that I had try to cancel it before and that's when she said that I had to submit a letter or come in but I told her multiple times that the last person I spoke with had told me that they had taken care of it. Therefor I felt no need to do so. Speaking with the man last time on the phone he told me the same thing and when I told him where I lived he said the same thing that he would cancel it for me to better satisfy. Yes, I was angry when she told me over the phone that they didn't cancel it and that I needed to come in or mail something because I had already been through this before. Final Business Response There was a note on the member's account from previous management stating the member did not transfer to a different club or cancel her membership. We had no cancellation form on file for the member. And the member is clearly stating that she did not cancel by one of the two ways that are listed on the contract. The contract clearly states "You must come to the club and sign a cancellation form or send a written certified letter to the club and surrender your membership card." Our cancellation policy is this specific to avoid issues. If a form was signed in club the member gets a copy of the cancellation paperwork and if the letter is sent by certified mail, again the member gets a receipt that someone in the club signed for the letter. Unfortunately, we are unable to issue a refund due to the fact the member did not cancel properly. Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I have tried multiple times to cancel this membership, as stated. When I spoke to the woman on the phone she was able to cancel over the phone (against your so called policy) so why wasn't that done a year ago when he said he did it? When he told me it was cancelled a year ago I believed them and continued to get charged. I'm not driving hours away to cancel a membership after being told it was already cancelled.

Planet Fitness has mismanaged my account and would like to me to pay fees for their mistakes. I was told last month that the issue had been resolved.I began my membership with Planet Fitness near the end of [redacted] 2015. At that time, I paid a pro-rated amount to finish the month, using my debit card; they copied down my checking account information at that time, to be used for all future transactions. On [redacted] I received an email stating that I had a past due balance, and so I immediately went online to make a one time payment with my credit card. I then contacted the PF location and spoke with a Manager, [redacted]. He apologized that my payment had not been processed as they had failed to, "select my checking account in their system as my payment method." He stated that if I brought in a copy of my bank statement showing the fee paid, then he would refund the [redacted] fee paid due to their error, and he would also make sure that I was all set in the future. That sounded good to me and so I brought my bank statement in and left it with an employee on [redacted] 2015. The end of [redacted] came, and I received the same email as in April, stating that I had a past due balance. I thought that there was no possible way this could be happening again as [redacted] had assured me it would not. I called and spoke with an employee who stated that I now owed [redacted] - [redacted] for black card membership in [redacted], [redacted] late fee, and [redacted] for [redacted] No mention of the refunded [redacted] from [redacted] and now I owe a new fee. I spoke in person to another manager, [redacted], who stated that they could not use my checking account for past due balances and that I would need to pay the balance with a debit card. I advised him that he was actually the person that took my checking account information on the first day that I signed up, and that my information has been on file ever since. He stated that I could pay next time if I didn't have my debit card on me(which I didn't), but that my checking account had not been selected in their system. This company is scamming a customer out of [redacted] each month, claiming that it is somehow the customer's fault that their payment was not processed. One of their managers handled the initial issue appropriately, but he did not follow through with his promises to rectify the situation.Desired SettlementI would like for Planet Fitness to correct the amount that I owe, which should be [redacted] $10 for [redacted] due to [redacted] refund, [redacted] for [redacted] due on the [redacted] I'd also like for them to make sure that they have properly set up my payment method as my checking account, which they have on file. If they cannot make these simple corrections, then I would like for them to cancel my membership.

I've had nothing but problems with this company. I talked to them multiple times when moving back home to Vermont (i signed up for a contract in CT.) and when I moved home they were having issues with their system online and transferring. So I called and was told to go in and that the planet fitness I was going to would be able to transfer me. So I did as told and they ended up signing me up for a new membership. I talked to them (Connecticut) and on the phone I told them I needed to cancel. The gentleman on the phone was very nice but after telling me he would cancel my membership I assumed I stopped paying for it. For a while I continued to get charged and so I assumed it was the membership in Essex. I cancelled that membership and they were very helpful in directing me back to these guys and told me they were the ones still charging me. So for a long time now I assumed my membership was cancelled so I called today and told her I live hours away and it was supposed to be cancelled forever ago and she stated there was a note on my account saying to transfer or something and I was just furious. Not only was I told false information, I've been getting charged 21 dollars a month for however long now for something I thought was cancelled, 5 hours away. The woman I spoke with today was very helpful and told me that she cancelled it today for me. (which I am still waiting on the email, I have not received yet.) I'm just more angry with the miscommunication and why nobody was able to help me the first time I tried cancelling the membership. She easily cancelled it for me today, but why was it not done the first time? So here I am paying 21 dollars a month to a company I now hate, without even knowing. I have told everyone I know about all of the problems I have and have convinced many people away from their memberships.Product_Or_Service: MembershipDesired SettlementAfter being told I have been charged for the last year, I want my money back. I was told I wasn't paying anymore and I have been. Not very happy.Business Response When the member called on 1/22/15 she asked the status of her membership and why she was being billed since she claims to have cancelled over the phone last year. Per our contract, there are two ways to cancel a membership. Either in person, or with a letter written by certified mail. We do not take cancellations over the phone. She was sure she called and cancelled, so I checked her file and We had no cancellation forms for her membership, but there was a note on her account from the previous management stating that the member never cancelled or transferred out. When I told her this, she became very upset and said that she just wanted it cancelled and she lived too far away to come in and was not going to write a letter. For the sake of customer service and to try to compromise, I told the member I would cancel her over the phone now. She thanked me and I emailed her a copy of the cancellation form to the email that she gave to me. She never asked for a refund when we spoke on the phone, and per the contract no refund is due. She did not cancel her membership by either of the ways listed on the contract she signed.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)When talking on the phone I mentioned MULTIPLE times that I had try to cancel it before and that's when she said that I had to submit a letter or come in but I told her multiple times that the last person I spoke with had told me that they had taken care of it. Therefor I felt no need to do so. Speaking with the man last time on the phone he told me the same thing and when I told him where I lived he said the same thing that he would cancel it for me to better satisfy. Yes, I was angry when she told me over the phone that they didn't cancel it and that I needed to come in or mail something because I had already been through this before. Final Business Response There was a note on the member's account from previous management stating the member did not transfer to a different club or cancel her membership. We had no cancellation form on file for the member. And the member is clearly stating that she did not cancel by one of the two ways that are listed on the contract. The contract clearly states "You must come to the club and sign a cancellation form or send a written certified letter to the club and surrender your membership card." Our cancellation policy is this specific to avoid issues. If a form was signed in club the member gets a copy of the cancellation paperwork and if the letter is sent by certified mail, again the member gets a receipt that someone in the club signed for the letter. Unfortunately, we are unable to issue a refund due to the fact the member did not cancel properly. Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I have tried multiple times to cancel this membership, as stated. When I spoke to the woman on the phone she was able to cancel over the phone (against your so called policy) so why wasn't that done a year ago when he said he did it? When he told me it was cancelled a year ago I believed them and continued to get charged. I'm not driving hours away to cancel a membership after being told it was already cancelled.

CENTER DID NOT NOTIFY ME OF DEIRECT DEBIT FAILURE AND WILL NOT CANCEL MEMBERSHIPMY BANK CHANGED MY DEBIT CARD IN APRIL 2013, I DID NOT REALIZE THE DIRECT DEBIT MONTHLY FEE TO PLANET FITNESSWAS NOT GOING THROUGH. THE CENTER DID NOT NOTIFY ME. I BALANCED THE ACCOUNT TODAY (I HAVE BEEN ILL AND GOT BEHIND ON MY PAPERWORK), NOTICED THE ERROR, WENT TO CORRECT, AND THERE ARE 46.00 ADDITIONAL MONIES OWED. I CALLED TO TRY TO NEGOTIATE, [redacted] SAID THERE IS NO WAY TO NEGOTIATE. I ASKED HOW TO CANCEL, HE SAID PAY ALL THE MONEY OWED AND THEY WILL CANCEL. I ASKED WHY THEY DID NOT NOTIFY ME, HE SAID HE IS PRETTY SURE SOME SYSTEM SENDS A LETTER. I ASKED THEM TO REGENERATE THE LETTER SO I COULD SEE THE DATE ON IT AS I NEVER RECEIVED A LETTER, THEY ARE UNABLE. IT IS TO A PRIOR ADDRESS HOWVER I HAVE MAIL FORWARD AND I DO RECEIVE MAIL STILL SENT TO THAT ADDRESS. I FEEL [redacted] LIED TO ME AND PLANET FITNESS WILL CONTINUE TO TACK ON CHARGES.Desired SettlementI WANTED TO REMAIN A MEMBER OF PLANET FITNESS AS I HAVE BEEN CLEARED TO RETURN TO PHYSICAL ACTIVITY HOWEVER I AM DISILLUSIONED WITH THE COMPANY BASED ON MY CONVERSATION WITH [redacted] I WOULD THERFORE LIKE MY MEMBERSHIP TERMINATED AND ANY MONIES SHOWING AS DUE ON MY ACCOUNT CLEARED AND MY BALANCE ZEROED. I WAS WILLING TO PAY MY BACK BALANCE BUT THE RUDE TREATMENT I RECEIVED HAS TURNED ME OFF THEIR SERVICES COMPLETELY. Business Response As I explained to Ms. [redacted] when she called, letters are automatically sent out to everyone who's payment is returned. As I explained to Ms. [redacted] these letters are sent by the billing company for every planet fitness nation wide. No letter for Ms. [redacted] was ever returned to sender. Ms. [redacted] demanded that her entire balance was waived because she felt it was our fault she was not aware her billing information changed. Planet fitness attempted to notify Ms. [redacted] of her delinquent payments to the best of our abilities. Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I updated my mailing information with the business over 30 days ago and have not received any billing information. I did not request a waiver of my entire balance, merely a review of the assessed fees as I had not received notice of any refused fees and the center has no way apparently of proving the notice of same. I do not find it good faith business to state that a billing company mails out letters and therefore fees are assessed, however the notices are never to be found or redelivered upon request, as they are legal documents. I was also informed that I would receive a call from someone operating in a managerial function, that call was never forthcoming from the Planet Fitness organization.

Planet Fitness makes it very difficult to cancel membership.I've been a member of Planet Fitness for several years and have paid regularly, although I rarely go. I called to cancel my membership and was told that I couldn't cancel over the phone. Assuming this had to be done in writing, I sent and email. Apparently, their policy is that you can only cancel by going to the gym and cancelling in person. Well, the reason I don't use the gym is because I don't have time to go there! Now my credit card they have on file has expired and I don't want to submit a new card - I want my membership cancelled. They keep sending me notices that payment is due and I'm concerned this will affect my credit.Desired SettlementCancel my membership and clear any balance.Business Response This is our process to cancel, per the contract the customer signed. This is something that the customer agreed to. In order to cancel your membership, you must pay any balances due on your account, and then submit your cancellation notification in writing in person (there is a quick form to sign at the club), or by certified mail (gives you a receipt and makes sure we receive your cancellation). The National Corporate policy of Planet Fitness does not allow us to accept cancellations via email, fax, or by telephone. This cancellation information can also be found on your membership agreement form. Please contact Planet Fitness Milford at XXX-XXX-XXXX if you have any further questions.Sincerely,[redacted]Planet Fitness MilfordXXX-XXX-XXXX[redacted]

I went into the west Springfield PF to cancel my membership and they refused per [redacted] the Manager. Debiting ACH payment without my consent.On [redacted] 2014 I joined Planet Fitness In [redacted] About the same time I had a serious lumbar injury which required surgeries. I contacted PF and I was told by the manager they could put the membership on hold without billing for three months. I faxed the required documentation to them. Planet Fitness never put my membership on hold. It was absolutely useless after 3 phone calls to them asking "why" it was not put on hold. I was told "its being worked on" I knew where this was going.On [redacted] 2015 I went into the [redacted] Planet Fitness to cancel my membership. I spoke with the young girl at the front desk and she informed me that there was a balance of [redacted] and I asked from what? She was unable to tell me so I asked for the manager. A girl came to me with no name tag to identify her. Afterword I asked the other girl and I was told her name is [redacted] asked "what can I do for you"? I explained again what I wanted to do, she looked on the computer and also told me that "I can't cancel the membership" without ever looking at me. I again asked why? Without even looking at me she stated that " you owe us [redacted] but could never tell me for what. At that point I just asked who her boss was, she refused to say, saying I will email them. I asked for the corporate headquarters phone number and it was given to me.I called corporate as soon as I walked out the door and was told that the [redacted] store is a franchise but could not tell me who "they" were. The agent advised me she would email them and I should get a call soon. It was less than an hour and I received a phone call from the gm. asking what he could help me with. I explained in detail to him about his manager how unprofessional she was and unable to cancel my membership and the moneys owed, allegedly. He said "I cant access the file right now but I will look into this and call you back shortly. I to this day never received a call back from him or anyone else from PF.Today [redacted] I went online to my bank and see that PF once again after 12 months still did a ACH from my bank for [redacted] I immediately called [redacted] PF and again they told me that my membership was "active". I then called corporate and explained what is still going on and this time, I was not treated very well. I explained that if I did not hear back today I was contacting the AG of MA and doing a written complaint besides calling also. I heard nothing back again!This business has neglected to help me in any way, shape, or form. They make you pay only by ACH checking and would not accept a credit card at time of signup.Desired SettlementThe membership needs to be canceled affective Immediately.I want a 100% refund for all moneys withdrawn by Planet fitness by ACH. I am also demanding the stop of ACH's since they do not expressly have my permission. I never worked out or entered that facility after I joined, except the times mentioned above.I want a written apology for the way I was treated by there manager and general manager that represents the franchise owner and Planet Fitness.Business Response Contact Name and Title: [redacted]Contact Phone: XXXXXXXXXXContact Email: [redacted]@planetfitness.comMr [redacted] joined Pf of [redacted] on [redacted] with a Black Card Membership which carries a monthly ach charge of [redacted] billed on or about the [redacted] of each month.The membership carries a 12 month commitment at which time the membership can be cancelled.Cancellation prior to the 12 month term [redacted] would require a [redacted] dollar buyout fee all outlined in his membership agreement. Mr [redacted] also had an outstanding balance for uncollected dues for insufficient funds [redacted] and [redacted] Understanding of cancellation, billing and buyout fee policies were all acknowledged initialed by Mr [redacted]. At the time of desired cancellation there was an outstanding balance [redacted] and buyout payment [redacted] required which Mr Langlias was unwilling to pay. I made one additional attempt to contact member and assumed he would honor the remaining term of his agreement which expired [redacted] and cancel per initialed cancellation policy. I was sympathetic, polite and professional in my conversation with the member and apologize if he feels the situation wasn't dealt with to his satisfaction. I also was understanding on how the club manager handled the issue and again apologized. I've waived the existing balance and closed the membership with the last billing [redacted] Planet Fitness has the copy of the agreement for all parties if needed and we are willing to cooperate and desire a speedy resolution to the matter.Regards,[redacted] Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)My name is spelled [redacted].This is the first I have heard of the reason for the $60.10 balance and $58.00 to cancel. I asked his employees about the monies owed including his manager that never could tell me the reason as I previously stated. The buyout was never told to me when I went in and asked that the membership be canceled. All this could of been explained and should have which could of saved us all this time and eliminated the complaints being drafted. Mr. [redacted] states that I 'was unwilling to pay,' really?! Perhaps someone should of advised me of this. If so, when Mr. [redacted] called me why did he tell me he would call me back 'soon' since he stated that he did, but was unable to access my file at the time of the one (1) phone call. As previously stated no return call was ever received. So the manager and Mr. [redacted], the regional manager of Planet Fitness is not telling the truth. Very sad. He states 'I was sympathetic, polite and professional in my conversation with the member and apologize if he feels the situation wasn't dealt with to his satisfaction. I also was understanding on how the club manager handled the issue and again apologized'. This is the part that does not sit well with me. He states he apologized for his manager and how the 'situation' was handled. He Never Apologized Once and was hardly 'sympathetic'. If all was handled properly to begin with that day there would not be a 'situation' as he states. He states 'how he was understanding on how the club manager handled the issue and again apologized'. What is he apologizing for, he states I was aware of the charges but refused to pay, if his manager advised me of everything and was respectful of me he would of never heard my name mentioned. This goes to show just how he is not telling the truth. I am not quit sure how Mr. [redacted] attempted to 'contact' me since he had my correct phone number. As I stated in the complaint he did call me, but only once. There were no voice mails nor was there any foreign numbers on my caller ID after the original date of contact. No one told me of the date and how the monies were applied as to me owing. No apology was ever given to me.Mr. [redacted] is straight out untruthful in respect to the answers on this complaint.I had to call corporate two times because Mr. [redacted] was intentionally ignoring, neglecting, and refusing to contact me.The membership was never used due to my back injuries.