Planet Fitness Customer Service Issues

I contacted customer service, and a representative informed me that memberships cannot be canceled over the phone. Three months ago, I submitted a letter requesting the cancellation of two memberships belonging to my boyfriend and me due to the unexpected death of my brother, requiring me to be out of town for an extended period. Despite following the prescribed process, both memberships are still being charged, adding to the stress of my situation. I am seeking a refund for the charges and clarity on the steps required to successfully terminate the memberships.

I have been a Planet Fitness member for the past four years, preferring to pay my annual fee upfront rather than linking it to my checking account. I frequent the Nashua, NH location [redacted] and have generally been pleased with the gym until recently. When I went to renew my membership on 9/10, the Manager Andy informed me that I could no longer pay annually and would have to switch to a monthly membership. This change puzzled me as it seems to contradict the business goal of retaining members. Despite this, I respect that each Franchise may operate differently. However, due to this policy shift, I decided to end my four-year membership that day. I believe that Planet Fitness may be missing out on potential members by requiring checking account access. I simply wanted to share my feedback with PF corporate regarding their membership structure. I will not be recommending Planet Fitness to my friends in the future. - Peter Graham

Hello. I am seeking assistance regarding my brother's membership at Planet Fitness which he joined in January [redacted]. Initially, he used my bank details for payment, but now I have lost contact with him and am unaware of his current whereabouts or the specific location where he signed up for the membership. I wish to either cancel the membership or update the payment method associated with it. Essentially, I would like to disassociate myself from the account as Planet Fitness has been deducting funds since January. Despite attempting to gather information, my brother claims he has already canceled the membership. Unfortunately, I do not have any means of contacting him. I visited a local branch today but they insist on speaking directly with the account holder. I am in need of a solution. Thank you.

I recently purchased a Planet Fitness gym membership online for my wife as it seemed like the easiest option. However, during the sign-up process, the webpage froze and my transaction didn't go through. I refreshed the page and tried again, only to find out later that I had been charged twice. I contacted the gym and explained the situation, and they acknowledged the duplicate purchase and canceled one membership. Despite this, I have yet to receive a refund. When I followed up, the manager mentioned that refunds aren't possible for online sign-ups, which doesn't make sense to me. I wouldn't intentionally buy two memberships for one person, especially due to a website error. I hope to resolve this issue soon. Planet Fitness [redacted] W Main St Suite B, Lebanon, TN [redacted] Member: S.P.

My health insurance covers fitness club memberships, but Planet Fitness isn't part of it. I recently canceled my Planet Fitness membership, only to find out I'll still be charged for next year's fee. I'm requesting to cancel or refund that charge. I was unaware of this issue. I intended to cancel my PF membership last week, but my daughter fell ill with a kidney infection and sepsis on Sept 15, leading to a 5-day hospitalization. We're now preparing for her upcoming surgery. Please consider this when addressing my request. Both my children are PF members, and I trust that you'll do the right thing by stopping or reversing next year’s annual fee. Thank you. D. Lemasters

I am facing an issue in my gym where there is only one seated elliptical machine available and it is always occupied for extended periods by other members. I suggested a 20-minute time limit to give everyone a chance, but it seems some people are inconsiderate. Perhaps adding another machine could be a solution as adults are not following gym etiquette. Can someone assist with this problem? Thank you.

I recently noticed a charge of $42 for the annual fee even though I believed my membership was ending in August as originally stated when I signed up for a year membership last August. I contacted customer service two months ago to cancel and was informed that it would coincide with the end of my membership in August. However, I was still charged today. I would like a refund for the $42 and to proceed with canceling my membership. During my call, the representative mentioned it was my responsibility to review the contract, but I was not given one when I initially signed up.

I attempted to cancel my membership a week ago in person at a club other than my home facility located 45 minutes away. Since I had moved, I wanted to cancel at a more convenient location. Unfortunately, they turned me away instead of assisting by contacting my home club to handle the cancellation over the phone. Today, I discovered I was charged the annual $41 fee since I missed the cancellation deadline. I made the effort to visit my home club today to cancel and requested a refund for the charge, but I was informed it cannot be reimbursed. I am seeking a refund for that charge. I tried to cancel a week ago and could have been successful with proper customer assistance. Thank you. - A. L.

On Monday, September 30th, a store employee at my local Planet Fitness assured me that if I canceled my membership, I wouldn't be charged the annual fee. When I checked my bank account today, I saw that the fee had been deducted. Upon contacting Planet Fitness, they informed me that I needed to cancel 7 days before to avoid the charge. This detail was not mentioned earlier; I was under the impression I wouldn't be billed. They stated that a refund is not possible. This situation is frustrating as it goes against what I was originally informed. Now, not only have I paid for a membership I've already canceled, but I am also facing overdraft fees. I am requesting a refund for the annual membership fee as per the incorrect information provided to me earlier.

I canceled my membership as I am relocating to Italy. After receiving an email confirming a $0 cancellation fee, I was surprised to see a $39 charge from Planet Fitness on my account, twice my monthly fee. I would like a refund as there was no prior notice about this charge. If I had been informed, I may have understood. Disappointed with the lack of transparency in the process.

I contacted in November [redacted] to cancel my membership, but I have been continually charged $10 per month. Recently, I was also charged $39.99 for an annual membership fee. Despite attempting to cancel through the club, I was instructed to contact the regional manager for cancellation, which was not communicated on the website. They have my checking account details, preventing me from cancelling my card. The situation feels like theft and fraud. I am left feeling helpless as I was misinformed about the cancellation process. Now, I am left with no viable options except contacting the district manager given by the Logan Square club. I am considering legal actions as I am not sure where to turn next. This whole experience has been a complete nightmare.

I enrolled in a year membership and was informed that if I canceled before October 17, [redacted], I wouldn't incur any additional charges or cancellation fees. Despite canceling for free, $50 was deducted from my account on October 1, [redacted], causing an overdraft. I request a refund since I adhered to the cancellation policy and do not intend to renew for another year. Why should I be charged another annual fee if I have already canceled?

I have a 20-year-old autistic daughter whom I've been taking to the gym's total body angel room while I tan for almost a year. Yesterday, the manager rudely informed me that it was against the rules to bring her into the room. I was not upset about the rule but rather how I was scolded. The manager mentioned a worker had previously informed me of this rule, but no worker had ever told me before. As a retired 21-year police officer, I respect rules and felt my integrity was questioned when the worker reportedly lied to the manager. In my frustration, I canceled my membership, and the reason given was a "policy violation" for taking my daughter into the tanning room, which I did not do after being informed of the rule. I canceled due to how the matter was handled. The Abilene gym is losing members to a new Crunch Fitness. I have not complained before, but recent hires have not been encouraging people to join, which is why I am considering switching. Please contact me to discuss this matter. - Sue B.

I asked Planet Fitness to cancel my membership last month to avoid new charges. I noticed a charge from them in my checking account post-cancellation. Today, I learned that my cancellation request wasn't processed, resulting in the charge. I haven't used their facilities in months. I'm seeking a refund for last month's fee and for them to close my account. Thank you for your help. Robin H.

I terminated my membership in June [redacted] after opening an account during Maternity Leave in May [redacted] in Sioux City, IA. Prior to leaving back to my duty station in California, I was advised by the staff to cancel in person since I am Active Duty Military. I canceled with an employee named Leigha. I recently noticed that my account has been continuously charged since June [redacted] despite the cancellation. I visited a Planet Fitness in California, but was directed to reach out to the Iowa branch since it is my home location. After contacting them, I was instructed to contact corporate to obtain a refund and finalize the cancellation of my membership.

When I joined the membership, the representative informed me I had until October 16th to decide on keeping it or cancelling before the annual fee of $39 would apply. Despite canceling on October 4th (well before the deadline), I was still charged the fee. I've spoken to 2 representatives who only referred me to the company's policy of charging fees on the first of the month after starting the membership. My concern is the discrepancy between what I was told initially and what I was charged. If company policy is rigid, sales representatives should provide accurate information to potential members regarding crucial dates.

I recently visited the Planet Fitness at [redacted] Whitehorse Mercerville Rd in Hamilton, NJ. My father is a long-time member of the gym. I encountered an issue where another member accused me of inappropriate behavior, which I deny. On 9/27/19 at 9:30 PM, two front desk managers confronted me while I was working out with friends, claiming there were complaints about my interactions with female gym members. On 10/8/19, the manager told me I was banned based on a phone call from corporate regarding the complaint. I disputed this banishment, requesting evidence of the alleged misconduct and mentioning witnesses who can support my account. The staff's behavior was unprofessional and discriminatory, causing me distress. I wish to resolve this matter as I enjoy working out at this gym with my father to improve our health. My name is William Santiago, and I can be reached at [redacted].

I am frustrated that I couldn't join the gym until after the dollar down special ends on the 11th. I wanted to pay $[redacted] for the whole year to avoid monthly bills. I visited last week, but the manager I spoke with was not friendly and said they couldn't sign me up until after the special. When I asked to speak to the manager, she rudely replied that she was the manager and they couldn't assist me. If this is Planet Fitness's policy to turn away paying customers, they should reconsider their business approach to make it simpler for their staff to enroll new members.

In [redacted], I signed up for a two-year membership at Planet Fitness, which was paid in full. Recently, I received a call requesting payment, which confused me. Upon visiting the gym, I learned I was supposed to come in to cancel, something I was unaware of. Despite not using the facilities due to a back injury and being in rehab, I was charged nearly $[redacted] for services I didn't utilize. Following a worker removing some late fees, they still expect me to pay $[redacted]. Feeling scammed, I am frustrated that this charge is being imposed on me, especially after the initial membership was settled. I feel it's unfair to continue to charge me without my knowledge or usage of the services. I expressed my hardships to the staff member, explaining my situation of starting over without a job and going through personal difficulties, yet I was not allowed to work out and left feeling embarrassed. Due to this experience, I am considering taking my membership elsewhere.

I joined about a year ago and was promised a shirt, wristband, and access to personal trainers. However, despite repeated requests, I have not received any of these items, and the personal trainers were never available when I went. I am disappointed with Planet Fitness's lack of follow-through and would like a refund for the black card membership I signed up for. The lady who signed me up had a convincing sob story, and I wanted to help her out, but I feel misled and let down by the gym's services. I'm requesting a refund and cancellation of my membership. My membership card number is [redacted][redacted]0. Thank you.