This is what I filed with the BBB on March 7th of 2013 and Planet Fitness did not even bother to reply:
Billing or Collection Issues -I am writing this today because I am unsatisified with the way my current concerns with my gym membership were handeled and I felt that it should be on record.
I updated my billing online with Planet Fitness on Feb 10th 2013 to come out of another account. According to my bank they did not withdrawl the funds, but sent me a bill with a $10 late fee.
I was first told that my routing number must be incorrect so I verified it with my bank, it was correct. I was then told that they were not able to withdrawl the funds. I checked back with my bank again, no attempt was made. All I wanted to do was get to the bottom of what happened.
I called back to the gym again explaining that I had found my receipt and the only thing I could not verify was my account number because only the last 4 digits were showing, they explained that was for my protection and I understood that, but also knew that someone somewhere must have the information because how could they bill me in the first place if they did not.
I was then told by several different people that the company used a third party billing company and there was no way for them to check, again for my protection. Ok, and thats fine let me call them, its my information, makes sense to me; but I was told that they could not give me that information, not just once but on several ocassions. It wasnt until going round back and fourth from corporate to the canton location over a period of 3-5 days did I find out that there really wasn't a third party billing company, but software used from another company.
I never had a problem paying the late fee if it were my error and thats all I was trying to find out, but now the integrity of how the situation was handeled is in question. Why all the secrecy? Why was I given the run around and waste my time? The only thing left for me to do is just pay it because I am under contract, but the way this was handeled tell me theres more and most likely nothing I can do about it.
If a company is going to do business with the public and the pubic has questions or concerns; then those questions and concerns should be answered. I was basically told that I had to take their word for it and after the way it was handeled, how can I? I was only told the truth after they realized I was not dropping it. It shouldn't have to go that far. If software was used, do they still have to imput it on thier end? Was it my error or someone elses. I guess I'll never know.
I know that I really have no proof, but it seemed to me that they only cared about keeping the money. If thier capable of that for just $10, then what else are they capable of? I hope it was worth it to them, because they just lost a customer.