We genuinely enjoyed this Planet Fitness. The gym was clean, the equipment was well maintained, and the staff was always friendly. We fully expected to be long-term members.
Unfortunately, ongoing billing issues changed that.
My husband and I each signed up separately but linked our memberships to the same checking account. Despite always having sufficient funds available, we were repeatedly charged late fees, increasing our monthly membership costs by more than 66%. Before contacting Planet Fitness, I contacted our bank, and they were unable to locate any ACH payment attempts associated with Planet Fitness or ABC Fitness.
We reported the problem multiple times, were told it would be investigated, and were even promised refunds. Instead, the late fees continued, another fee was added, and when we returned to the club there was no record of our earlier complaint.
After completing a customer survey, I was contacted by the Senior Vice President of Operations, who explained that this type of issue "typically" means the bank account was entered incorrectly. Since both memberships were entered separately by us but used the same checking account, that explanation didn't seem to fit our situation. I replied with follow-up questions, but nearly 10 days later, I've still received no response.
While trying to understand what happened, I also found numerous online discussions from members describing similar billing experiences, which only made me more hesitant to accept the explanation or feel comfortable rejoining.
It's disappointing because we truly liked this gym. We didn't cancel because of the facility or the staff. We canceled because the billing issue was never resolved, the communication stopped, and we no longer had confidence that the same thing wouldn't happen again. read more
