Reviews (1)

I walked into Planet Fitness in February to cancel the membership and was told I needed to do that online.

I got online, and it only lets you change the level of membership - not cancel. Of course, I went back in person but the gym was closed from COVID-19. At that point, the app was not letting me access any changes since they were temporarily not billing due to COVID. Fast forward to July 17th, I get a $23 monthly fee out of my bank account. Then 2 weeks later, Aug 3rd, another $43 deduction for annual fees. I called the gym stating my annual renewal date was in April and I've been trying to cancel the membership since before then as to avoid the fee. But was told there's nothing they can do about it. I was very upset about the $66 out of my bank account within a 2-week period, for something I was unable to cancel or contact for 3 months because they were closed. However then, "since I was upset and so they could accommodate me," the girl said she COULD go ahead and cancel my membership. But I thought I had to come in to do that?

The take away is, apparently they give you the runaround to not let you cancel, so you keep getting billed. Yet can adjust the policy when convenient to them. Of course, any refund is "out of their hands" and "per contract" the annual maintenance fee cannot be refunded, despite my efforts in the past 6 months to avoid this situation. And, there has been no correspondence stating when billing was to resume after closing for COVID.

Poor customer service!