Planet Fitness

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Planet Fitness' training on the cancel procedures is inadequate. The cancel policy is unclear and not upfront.



I asked a Planet Fitness rep to cancel my account in the last week of July 2011 before I left Texas for a new job in Colorado. I asked for the cancel because the nearest center was 60 miles from where I would be living. The rep said ok, and appeared to do something on the computer which I took to be cancelling the account. I asked if that was all and the rep said yes and enjoy Colorado. Fast forward to February of 2012 and I come across a bank statement noting a payment to Planet Fitness. I called and asked why my account had not been cancelled and why Im still being charged even though I walked in and cancelled in July. The rep could not explain this and I asked her to remove my billing info and cancel the account. I then stated I wanted a refund. She replied with a that is not possible but, I have deleted your billing info. She asked if I could bring in a letter to back up the cancel in person and I explained I do not live in the state any longer so no I would not be able to. She said ok at which point I asked for a call from the manager or owner. She said she would have them call me as soon as possible. I never recieved a call, and apparently my account was still not cancelled nor was my billing info deleted. Misrepresentation from the start. I would not normally make a big deal out of a thing like this but, I should not have to ask 3 times for an account to be cancelled. If I am told I will no longer be charged. I should not be charged. I finally called a third time, and the rep I spoke with stated my billing info was not deleted, and I finally got the truth that a letter is required to cancel. Had I been told this in August and even February I would have doen that then. No one oever stated it was a requirement. I sent a letter certified mail asking them to please cancel the policy. I also requested a response within 24 hours from the manager or owner about the situation and requested a refund. I also stated I would contact BBB to make a complaint if the response wasnt recieved in 24 hours. I gave them 48 hours just to be a nice guy, and still no response. I will continue to make my voice heard to all who will listen about the poor training of the Planet Fitness staff on basic procedures, and the manager or owner who seems to only care that they are getting paid and not about the satisfaction of their current or former customers.