Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/08/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I attempted to cancel my account effective 1118/2020 with planet fitness of EDWARDSVILLE. I had one out for my son and one for myself. I came into planet fitness and EDWARDSVILLE with my friend to cancel. I have a cancellation contract. They continue to bill my bank account for my sons account which is illegal. I am seeking a refund or dating back to cancellation effective 11/18/2020
Business response
07/08/2022
The complaint doesn’t include the name of the son so we are unable to check if he has an active membership.
What usually is the case when someone is paying for multiple memberships is that the member comes in and advises the employee to cancel their membership believing that we would know they are paying for another. This isn’t the case as the memberships are not linked.
we were unable to reach the complainant. If she can respond back with her sons name we can look in to and resolve this.Business response
07/29/2022
The attached is the complainants cancelation form from 2020, **** *****. Her membership was canceled the same day the cancellation was submitted. There was no request in 2020 to cancel her sons membership and there is no cancelation form for him in this attachment. His membership was canceled 7/8/22 upon notice to cancel. I can only assume **** believed in 2020 if she cancels her membership it would also cancel her sons. All memberships are separate and we would have had to have been advised to cancel his as well when she canceled hers.
Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Want a quote from this business?
Get a QuoteCustomer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.