JR
Jenny R

1 reviews | Active since Sept 2024

04 Sept 2024, 15:30

Cancellation fees changed when Planet Fitness processed the incorrect contract type

I signed my daughter up for membership as a SCHOLAR in November 2023. However, the membership was incorrectly registered as a STUDENT membership, I was told that this would be rectified. Instead, they created a new STUDENT membership and cancelled the old one and then proceeded to charge me a cancellation for the student membership that THEY had incorrectly done. I complained and they canceled the second student membership and never corrected to a scholar membership. Then they proceeded to debit money off my account for the "cancellation" fees" for both student memberships. Despite numerous calls and visits to the gym where I was promised by at least three different staff members that this matter would be rectified, nothing has been done. I am fed up. And now I (in fact my daughter because she is now 18) has been handed over to debt collectors for something that is not my fault. Planet Fitness, your gym may be great but you follow-up customer service once the contract has been signed is nonexistent. Please sort this out.

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Replies (1)
JR
Jenny R's update01 Oct 2024, 11:52
Reviewer Update
Still not resolved! I have had 1 phone call from head office where I explained everything and then one from the Bedfordview branch who said they would get back to me. Then another from a different person at the Bedfordview branch later that day who had no idea of the history and was phoning to offer me a free week of training because my membership had lapsed... When I explained AGAIN that this was not the issue, they said they would phone back. Now nothing...