I became disabled during use of equipment at Planet Fitness. I cancelled my contract when my doctor told me I needed major back surgery. This was in 2010. The girl at the counter explained that I "may be billed one more time before cancellation goes through". Of course I was billed again. Having a serious operation and being bed ridden for months, it took me a few months to realize they were STILL billing me.
I called and complained numerous times, and was told repeatedly that someone would call me back. No one ever did. I went there numerous times to have this problem resolved. The first 2 times, I was told someone will call you. Today, in 2012!!, the person at the counter tells me he can't do anything without my cancellation paper (that would now be over 2 years old!) because they do not have my cancellation on file!!
I argued that he can obviously see I haven't been to the gym in over 2 years because I hurt myself using the equipment. And I want my money back for the last 26 months. He tried to comfort me (or should I say shut me up) by saying he could refund me the service fees but will have to first find my paperwork, which will take a few hours. He said he would call me as soon as possible.
As I am 5 minutes into my ride home, he calls and says "there's nothing we can do for you, we do not have a cancellation on file. Nor do they have any information that I have been trying to resolve this matter for 2 years!!
For the last 18 months I have been trying to cancel this "membership" that I DID cancel already, and I'm out hundreds of dollars!! How convenient for them to have no proof I cancelled! Why do you have computers there if you don't use them? And how nice of you to keep me begging for resolution so you can continue to STEAL my money!!