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Planet Fitness

1615 Empire, Bloomington, Illinois, United States, 61761

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I signed up for a special that was offered by Planet Fitness, during that time, I asked if I would be charged a yearly fee and was told no. On 3/2/2020, $78.00 was taken out of my account without my knowledge, after I was told this would not happen. and I want my money refunded back to me. I feel that this was false advertisement, as the special advertised by the gym, specifically said $10.00 a month, no obligation or contract. I should not have been charged a yearly fee totally $78.00, especially after being told that this was not going to happen. I have been trying to reach the Regional Director, Casey Hughes, but have not heard anything back from her, so the problem has not been resolved.

Planet Fitness Response • Jul 22, 2020

Subject: Complaint ID: ***

Hello,

In regards to complaint ID for ***. *** came into the club on 1/8/2020 and signed up with a staff member. In her membership agreement, it does state that she will be billed and annual fee on March 1st 2020 for $39.00. She also signed up her son with her that day. Also agreeing to the same membership type and payments. On March 1st she was billed her annual fees one for each account. On March 2nd she came into the club and spoke with the manager about her accounts. She was told then that the annual fees are non refundable. No future billing will be processed on either accounts. She was liable for these payments per her membership agreement. We can resend her a copy if she would like her agreement to show where/what she has signed for.

Regards,

Casey

Customer Response • Jul 22, 2020

I am rejecting this response because:
I was not told about the annual fee during this time, in fact, I just applied for the membership, I had not been with the club for a year, which is why I was confused about an annual fee. The club failed to tell me about an annual fee at all during my sign up, and when I tried to talk with Casey, she refused to call or email me back to discuss this matter, my complaint was ignored, which is surprising she is speaking up now. I am not dropping this, because the club was negligent in explaining fees thoroughly during the time of sign up.

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Description: EXERCISE & PHYSICAL FITNESS PROGRAMS

Address: 1615 Empire, Bloomington, Illinois, United States, 61761

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