Planet Fitness

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.