ComplaintsforPlanet Fitness
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Complaint Details
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Initial Complaint
04/10/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I wanted to turn off auto-renew, but I couldn't, the option isn't available, they ask you to come in to turn if off. I asked, what's different about the process if I come in verse over the phone, there isn't one, that's just their policy. That works really well for them because of their other policies. If you cancel or ask to turn off auto-renew before the 12 months is up, you're charged $58.00 cancelation fee. What this means, you have to go in on the exact day of your one year anniversary to cancel or turn off auto-renew, otherwise if earlier you are charged $58.00, if late your in it for another year.Business response
04/14/2023
Hello, Our General Manager left a voicemail message for *** ******* regarding his complaint. We believe *** ******* misunderstood the details of his contract. In fact, after 12 months the contract will NOT be renewed into a new 12 month minimum term. However, after 12 months have elapsed on the original contract, members are Free to cancel with NO fee at any time afterwards. Hopefully, this clarifies it more for *** *******.
Customer response
04/21/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
******* *******Initial Complaint
08/17/2021
- Complaint Type:
- Order Issues
- Status:
- Answered
I have had a membership with planet fitness for over two years based off of the complicated cancellation process. I moved out of state a year ago and have not been able to cancel. I have emailed them and called in. When I emailed them I got no response and when I called in I was told I had to be there in person to cancel. Given the pandemic I was not going to travel back just to cancel. I find it odd that a fitness club would want me to take such a health risk just to cancel. On my most recent call I was told I have to be there in person or send certified mail. Given that the year is 2021, I can only assume the cancellation process is overly complicated to make cancelling a membership as burdensome as possible. I want someone from management to contact so this can be resolved over the phone or via email and the charges since my most recent attempted email contact refunded.Business response
08/19/2021
Our general manager contacted Ms. ***** to resolve her request of cancellation. In lieu of physically coming into the gym or sending a certified cancellation letter, Ms. ***** accepted No refund to be issued.
Her account is inactive.
Thank you, ****** ******
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Customer Complaints Summary
3 total complaints in the last 3 years.
1 complaints closed in the last 12 months.