Planet Fitness Club Support Center — Local services in Hampton

I wish I could give this negative stars. I have been with Planet Fitness for a year. I joined when I lived in Texas. A couple months after my husband and I got our memberships we made a hard decision to leave Texas, and move to Utah. Before we moved we went into the club and tried to cancel out membership. The guy who helped us was really pushy about not canceling, and made me feel forced to put the account "on hold" for 3 months. Then he said we would be able to go into a local Planet Fitness to cancel. Which seems pointless to me, but we agreed thinking that the employee knew better than us what to do. We moved to Utah in Feb, and we had so much going on that canceling the account slipped my mind till about June-July-ish. When I called a local club in Utah that told me I have to go to my home club to cancel. Which doesn't make any sense... because I already tried to cancel there. I tried to explain that to them what happened when I went into my home club, and there just wasn't anything they could do for me (Which I completely understand). I called my home club in Seguin, TX, and they were awful! They wouldn't listen to what I needed, and they said "Just come down to the club and cancel". I can't even begin to explain how many times I tried to explain that I didn't live there anymore! FINALLY they told me that I would have to send two money orders in the amount of $58, and letter stating that I would be canceling both accounts, which I agreed to pay! A couple weeks later I called to just double check that was all I needed, and they informed that I would only need one money order in the amount of $58, and a letter for each account stating to cancel them. I had to wait a couple of weeks before I could send the money order out, so I figured I would call once more to make sure that they had everything straight before I send all this out! I called after the September payment had been taken (around the 18th). The young lady I spoke with stated that I actually didn't need to send any money in, and that I would just need to send a certified (first I heard that) letter for both accounts that I wanted to cancel them. I asked her multiple times about any additional fees that I may be charged, and she assured me each time that if got the letters in by 10/10/2016 that there would be NO money at all taken from my account. I finally felt like I had this nightmare nailed down. I was wrong!!! I checked my account and there is $70 and some change pending to come out of my account! The whole time I have been with planet fitness I never missed a payment, it drafted my account every month with NO PROBLEM! I called today to speak with a manager, and all he could tell me was "It's policy", and "it's in the agreement". Don't get me wrong I get that I signed the agreement over a year ago, and I can appreciate that they have rules and policy. He was so rude to me, and offered no help! All the time I was with them, and all the money that I have paid them. They can't help me with $70 dollars. What kind of business is ran like that? All I am trying to do is get them canceled, and make sure that they are taken care of, and they can't offer the same courtesy. This has been such a nightmare, and I can't believe such a large company who prides itself on Membership would treat a member like this. The manager of the club was no help, and all I wanted him to do was to make it right. Even after I explained that I spoke with an Employee two weeks prior, who stated that there would be no fees AT All coming from my account. All he could offer was "If you would have canceled before 10/1 you wouldn't have been charged the fees". I am so upset at how this clubs employees have treated me, and their just lack of knowledge. I will be sure to let all my family and friends know, because I would hate for them to have to deal with what I...

When the shut down of our economy occurred, I never cancelled the membership. Online yoga? No thanks! I was just faithful to the club and supported it for the sake of our economy. When I added a son on to a membership, I got nothing but headache. My son tore an ACL, MCL, PCL and I tried to suspend his membership. Every time I went in to discuss it, I got a different story. 'You'll need a Note from physical therapist, MRI, Official diagnosis from the MD, Letter from the MD,' they said. They just kept moving the "goal posts." They completely disregarded the fact that it is his protected health information (PHI) No matter what I did, it didn't work, so I paid monthly dues for my, and my son's memberships. When a credit card was hacked, we found out we owed for a few months back pay. I was willing to pay it, but it was waved. They said, we will just start a new membership for your son. New annual dues, billed for two months (him still in physical therapy). When he did try to use it, he was denied entry, because of "back-pay" owed. I went in to discuss that I am paying a membership we can't even use. The manager assured me everything was handled. Her subordinate just mockingly nodded as I suggested I have been in numerous times and it is "not handled." I was assured they were competent and it was handled. I canceled, after my son went in to workout, and was again denied. But they have no problem attaching a credit card. I went in at 10 am on April 3, 2023 to discuss the issue with the manager. I was informed that the manager did not come in to work until 11 am. I could not stay. I simply asked that entry level desk clerk to cancel both memberships. It was at this time that he asked for a reason. I informed him that there is no short story and began to describe the aforementioned. Seeing he was young, and this is a generation that can’t spell IBM, I asked him respectfully if he had heard of Columbine. He was puzzled and said, “I think so, but I am not sure.” I explained to him that it was one of the original mass school shooting events. I described how I have expertise in the issue of school shootings and am the author of Preventing Columbine. I explained what I perceived to be disrespect the last time I came into the club to try to fix my son’s membership. I then proceeded to explain that I am a writer, and I have experience articulating stories accurately to bring clarity to deceptive billing practices, poor customer service, etc. The young man verified my email and assured me that my membership would be canceled and I would receive an email. Later that day, I received a phone call from the manager, as I recall, who explained that my son need to go into the West Covina Club to verify and activate the application for the new account. After three years of being faithful to a local business (National franchise), I now realize I was terribly mistaken. I now understand why the Corporation has less than a 2 star rating. Your commercials are great, but policies are unclear, and employees untrained. On April 4, 2023, I returned a call from a “Regional Manager” Bryan Bustos. Fully expecting a productive conversation, as I explained spending monthly dues for a family member with a torn ACL, MCL, and PCL, the conversation digressed. Mr. Bustos’ concern was whether I implied I was threating, or implying I was capable of a school shooting at one of his stores. His concern wasn’t for any of what I had explained to him about paying for membership dues and not using it, and having a membership and being...

What a horrible experience!!!!. I enrolled my husband and I using a required bank routing number so the funds can be taken out automatically on Dec 31 2022 to start the new year at a new gym that recently had opened up by me in Danbury CT. I found this somewhat strange being that most gyms request a card. Regardless I had positive expectations for this place only to experience degrading customer service. One day I walked in and was stopped by someone at the front desk requesting that I update my account since they were unable to process funds. How is this possible if I had used my routing number to an existing account in order to enroll? So I ask the customer service person at the front desk if I can go look into this by calling Planet Fitness and straightening it out with them. Not only did this person not offer any solutions they disrespectfully acted as if it was a burden to provide information about the issue. In response to her unwarranted disrespect I mentioned that she was handling the matter unprofessionally. She than took personal offense to my comment and abused her authority by banning me from the gym. After I left I tried calling corporate headquarters as well as a nearby location and soon realized that Planet Fitness has no way to resolve any faulty billing issues they’ve established such as a glitch in their system and no way to speak to someone other than their club manager regarding customer service issues. Last time I checked I was a United States citizen and not living under a dictatorship. So if you are dealing with a disrespectful club manager that has no concern with maintaining customer service and has an ego to feed than you absolutely have no way of resolving issues without being disrespected. After sending several emails with no response I am now left to go on this website, complain on social media or contact an attorney. I’d like to add both my husband and I are both church going licensed professionals who are use to spending more than thirty dollars a month on gyms in which we were members for years and never experienced anything remotely close to this. You will absolutely get what you pay for. Planet Fitness apparently set up a system where you have a difficult time straightening out issues that may arise out of your control while maintaining reoccurring payments with members who have little to no budget to join a more costly customer service oriented gym. Based on the other comments I’m reading it is also difficult to cancel. I could only imagine how it was around COVID when you couldn’t even walk into a gym and perhaps get lucky with speaking with a quality customer service club manager. I am absolutely positive from this experience that they know who their customer base is and the lengths those customers are willing to go to ensure their needs are met. For example, would someone that is paying ten dollars a month on a gym membership hire an attorney to follow up on a customer service issue or would they let it go? Would they hire disgruntled employees who are making minimum wage allow them to feel empowered by allowing their ego to make decisions to keep them as employees? Please take all of the above into consideration before joining the Danbury CT location...