Planet Fitness Customer Service Issues

I recently discovered a $58 balance from [redacted] at my home store that was not brought to my attention until now. Despite being a member for over 5 years, I have not utilized the gym in over a year. I usually have my fees automatically deducted and was shocked to learn about this outstanding balance only after relocating. It has been inconvenient to realize the only way to settle this is by visiting the original store. I wish there were more modern payment options available, like an [redacted] billing number or phone payments, instead of requiring a physical visit. The lack of communication about overdue balances is disappointing, and I am now considering disputing the charges or even canceling my membership due to this inconvenience.

Good morning, I recently visited the Sterling location to cancel my membership, as I was informed that it could only be done there. Due to moving four months ago, I hadn't been able to make it back to Sterling and attempted to cancel at a different location. I discovered I had been charged $39.99 for a yearly fee at the beginning of the month, along with another recent charge of $19.99. I spoke with the manager on duty to request a refund for these charges. I understand being charged for the first three months, but it seems unfair to be charged for the yearly fee and another month when canceling. Despite visiting Sterling to resolve this, I was informed they couldn't assist, which I find unacceptable. I hope to receive a refund of $39.99 for the yearly fee and $19.99 for this month, totaling $59.98. I believe this would be a fair resolution, and it would help me consider rejoining in the spring.

I have been attempting to cancel my membership for over a year while I'm away at college. Despite multiple attempts to cancel, my card continues to be charged. When I contacted customer service, they were not able to explain why the charges persisted, directing me back to the customer service line. Unfortunately, I have not been able to connect with a representative to address this ongoing issue. Even though I haven't visited a Planet Fitness location in over a year, I am still being charged monthly. The financial toll of this situation has been significant, and it is frustrating that the cancellation process has been so difficult. If I had known about this challenge, I would not have signed up for this membership.

I am in the process of managing my finances, and upon reviewing my bank statements, I discovered recurring charges dating back to June 19, [redacted]. I have been consistently billed $20.05 monthly for the past three years, in addition to a yearly membership fee of $39 being charged three times. I have never visited any of your locations and don't even know the store assigned to me. Given that I would have been required to provide identification, it is puzzling as to why these charges are appearing on my statements. In [redacted], I was charged $[redacted].70, in [redacted] the total was $[redacted].60, and most recently, I was charged $[redacted].50. My name is Ginger N., and my contact number is [redacted]. I urgently seek resolution for these unauthorized charges and require a refund promptly. Your assistance in rectifying this matter is greatly appreciated.

Hello, I am requesting to cancel my membership signed under Agent Costa at the Montana Kolonnade branch. I do not have the membership number available but my ID number is [redacted] [redacted]. Costa convinced me to sign up on the promise of taking care of the finances, even paying the initial R125.00. However, he has not fulfilled his promises and now ignores me. I have to dispute the monthly debit order from Planet Fitness as I never visited the gym and have no interest in it. I apologize for any inconvenience and kindly request the cancellation of my subscription.

I was recently charged for monthly fees despite not signing up for any services. I have been experiencing issues with setting up an email account that I never requested. Upon contacting the manager at Shadeland Planet Fitness in Indianapolis, IN, I was informed that multiple accounts were opened without my knowledge. The manager acknowledged that I have never picked up a key tag or visited the facility. Despite this, he flat out refused to issue a refund. I find it frustrating that even though he can verify that I have not utilized their services, I am being denied a refund. I have repeatedly contacted them, but the manager has stated that a refund will not be provided. I am seeking assistance in getting my money back from Planet Fitness at [redacted] Shadeland Ave in Indianapolis.

There have been recent changes in ownership/staff at the Langhorne/Middletown PA Planet Fitness, and the quality has declined. It's unclear who is handling fitness training now, and the cleanliness of the showers and locker rooms has decreased. Pizza night, which used to feature a variety from Anthony's, now only offers plain or pepperoni from Domino's, causing frustration among both staff and members. This change in quality is disappointing as pizza night was a valued perk for hard work at the gym. As the new year approaches, I may consider switching to a different location or franchise due to these changes, despite being a member at this Planet Fitness for 6 years.

I enlisted my husband and myself for the black card membership almost a year ago. I have visited around ten times, but my husband, a disabled veteran, has never been due to doctor's orders. Despite repeated attempts to cancel, I received conflicting information from different representatives. They recently charged me for the annual fee shortly after another deduction. When I asked for a refund and to terminate the membership, I was refused as they intended to collect the outstanding balance. This situation is not how a renowned company like yours should handle customer concerns. Being the sole breadwinner, having nearly $[redacted] withdrawn from my account within a week is burdensome. Your prompt assistance would be greatly appreciated.

I would love it if Planet Fitness opened a location in Apple Valley, California. While Victorville and Hesperia have branches, they are not very convenient for us Apple Valley residents. I've heard great things about Planet Fitness and would like to give it a try, but having a location closer to home would be ideal. I don't have the time to travel across town, which might sound like a lame excuse, but having a gym nearby is all about convenience. I've found 24 Hour Fitness to be a huge letdown, it's overpriced, and feels more like a meat market. Personally, I am looking for a more comfortable environment to work towards my fitness goals.

I have been a long-time member at Planet Fitness, and have always had great experiences with the staff. Today, my interaction with staff member Margaret at the Delafield, WI location was not up to par. She was slow at checking me in when I forgot my tag, and made me wait longer than necessary. After finding me in the system, instead of confirming that I was all set, she just stared at my profile until I had to ask if I could leave. Later, I waited for coins for the massage chair, but she got distracted chatting with another customer and was unresponsive to my request. When I inquired if anyone else was available to help, she ignored me multiple times until the new customer intervened. Her behavior was unprofessional and affected the overall image of the staff.

I am a member at the Columbia Heights, MN location. I arrived at 2:40 PM, and there was no one at the desk. Still, no one is here at the moment, and I couldn't tan or get assistance. Other customers waiting mentioned the worker had just walked off the shift. This situation is concerning as your site could have been compromised, someone could have been injured, and the absence of staff is alarming. I hope for a prompt response and resolution to this issue before it escalates further. Until now, there is still no staff available at the location. -Kathy G.

I recently came across the promotion advertising a price of 25¢ and got excited about the deal. However, upon further inspection, I realized the actual cost is $2.55. This discrepancy felt a bit misleading. Despite this, I was still willing to proceed with the purchase, but I encountered an issue as I don't possess a checking account. I don't understand the necessity for a checking account without any contracts in place. As a mother of two currently seeking employment while my husband is the sole breadwinner, finances are tight. Amidst these challenges, I hoped to join to improve my well-being by working out for the first time, aiding in weight loss and managing my depression. I had planned to gather the funds for the $10 monthly fee. I kindly request a review of the checking account requirement to ensure transparency and accessibility for all users. Thank you, Whitney M.

I submitted a complaint about a week ago to Brian #B0040. He appeared concerned and assured me that someone would reach out to me within a few days, no later than today, Friday. When I followed up today, I spoke with Ashley, who was also very pleasant. She acknowledged my previous call reporting issues with Manager Brett Lemke and employee Carl. Ashley promised that someone would contact me soon. I requested for my complaint to be escalated within the company. While I can be demanding as a customer, I always expect the service I pay for. Brett Lemke's managerial skills are not satisfactory in my opinion. As a retired Naval Officer and Deputy Sheriff, I recognize good management practices. If and when you contact me, I will provide a completely truthful account. I acknowledge that I should have shown more respect as well. I will stop here as I am becoming frustrated again. Regards, Mr. H.

I would like to request a meeting with the regional manager regarding my recent experience at Kingston's Planet Fitness in New York. Last week, new equipment was installed, but I noticed a downgrade in quality, specifically with the treadmill having fewer program choices and heart rate management controls. When I raised this concern to the manager, Max, he stated that the changes were based on customer feedback tracked through usage data, which seemed questionable to me. I also pointed out issues with the TV interface being less user-friendly with a lack of a number channel selector. Max's explanations for these changes were unsatisfactory, causing some tension where he ultimately asked me to terminate my membership due to my reaction. I received a termination notice citing a "policy violation." I have been a loyal member for six years, and this incident with Max has left me disappointed. I am willing to discuss this matter further with both Max and the regional manager to address the lack of customer service and inappropriate behavior displayed. I look forward to resolving this issue promptly. Thank you. Rich V.

I have been trying to get my mother's gym membership canceled for months as she hasn't used the gym in nearly 2 years, yet you continue to charge her. My parents are struggling financially, and it's distressing to see her account drained because the cancellation hasn't been processed. My father is now closing his bank account to prevent further charges. The membership belongs to Julie Brindamour, and you're deducting funds from George Brindamour's account. If this issue isn't resolved promptly, I'll involve legal action and contact the media. Please cancel the membership and refund all charges from the initial cancellation request. Failure to address this matter will lead me to publicize how Planet Fitness is unfairly taking advantage of customers.

I have been unable to pay my membership dues for the past few months as it doesn't fit my budget anymore. I've been attempting to cancel it without success because I never set up an account with an email address. I assumed that after missing a couple of payments, my membership would automatically be terminated, but I have just been charged again for a service I am not utilizing. There was no alert to cancel my membership after the missed payments, resulting in around $[redacted] in bank charges due to insufficient funds. While I acknowledge my responsibility in not canceling sooner, I believe there should be a safeguard in place to prevent such recurring charges for both myself and others facing a similar situation. I am now facing financial difficulties and would appreciate any assistance in resolving this issue promptly. Thank you, T. Vosburgh

Good evening, I have an issue at Planet Fitness in Rexville Bayamon. I need them to remove a $15.00 charge they applied because they couldn't process the payment. When I went to update my account number, I explained to the attendant that the previous account was closed, which is why I was changing it. She mentioned there might be an issue since it was close to the billing date but after some computer adjustments, she assured me the change was accepted. Now they are telling me there is a fee due to insufficient funds, even though I informed them clearly that the old account was closed. They shouldn't have charged me if I updated the account for that reason. Another staff member mentioned a 10-day advance notice for changes, but this was not communicated during my visit. I am willing to pay my monthly fee, but the $15.00 surcharge should not apply as it was not my fault. I hope this can be resolved, thank you in advance.

On October 8, [redacted], I sent an email to my PF Club discussing my membership cancellation. I previously tried to cancel in January due to a back injury but was told I could only do so in person or by writing a letter. I recently discovered I could have emailed instead. When I attempted to cancel, they informed me of a buyout fee due to an upgrade I did not authorize. I reached out for assistance in cancelling my membership and requesting a refund for the upgrade. On October 10, [redacted], I resent the email and received a response confirming the cancellation and stating that the manager, Matthew, would investigate the upgrade/refund issue. After not receiving further updates, on October 30, [redacted], I inquired about the status of the upgrade refund. Despite reaching out multiple times, as of December 1, [redacted], I have not received any updates and expressed my intention to escalate the matter to corporate due to the lack of response from the PF Club. I am disappointed by the lack of communication and professionalism in handling my concerns.

I have been attempting to cancel my membership since May, and despite my efforts, I continue to get billed monthly fees. I am unable to visit the gym's physical location where I signed up due to a change in my work location, making it very inconvenient for me to go there. As a result, I had to join another gym that is closer to my new job.

I was away over the holiday season when I noticed that Planet Fitness charged me $39 without prior notice. I'd like to request a refund for the charge and plan to visit them to cancel my membership personally. Receiving a notification beforehand about the deduction would have been appreciated.