What We Can Build

AI Member Service Agent

Billing and cancellation complaints are Planet Fitness's #1 brand liability — 3,800+ BBB complaints in three years, state attorney general investigations, and members describing themselves as "hostage" to billing. The FTC filed new rulemaking in January 2026 targeting subscription cancellation practices. Click-to-cancel helped, but members still can't get billing disputes, refund requests, and account changes resolved without friction across all independently operated locations.

This capability deploys an AI-powered service agent across every member touchpoint — app, web, and phone — that handles cancellation processing, billing dispute resolution, refund requests, membership modifications, and account inquiries 24/7. It pulls member data from ABC Fitness IGNITE in real-time, applies franchise-specific policies automatically, maintains full audit trails for regulatory compliance, and escalates complex cases to human staff with complete context. Your members get instant resolution. Your franchisees reduce front-desk labor. Your brand stops bleeding trust.

AI Member Service Agent — Live Dashboard

Agent Active — Handling 14 member requests across 6 locations

Member Request — Sarah M. (Black Card)

I moved to a new city and want to cancel my membership. I've been trying for 2 months and keep getting the runaround.

Hi Sarah — I can process that right now. I see your Black Card membership at the Wichita East location. Since Black Card includes access to all clubs, would you like to transfer to a location near your new address instead, or proceed with cancellation? Either way, I'll handle it in the next 60 seconds.

✓ Cancellation processed — confirmation email sent — final billing stopped — $49 annual fee prorated and refunded

Billing dispute — Rodriguez, J (Classic)Resolved

Freeze request — Kim, D (Black Card)Processing

Upgrade inquiry — Thompson, A (Classic)Resolved

Chargeback dispute — Patel, R (Black Card)Escalated

94%

Auto-Resolved (No Human)

47 sec

Avg Resolution Time

82%

Fewer BBB Complaints