ComplaintsforPlanet Fitness
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Complaint Details
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Initial Complaint
12/17/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I joined Planet Fitness on August 13 and requested a refund the following day, as per their 5-day refund policy. *****, one of the assistant managers, informed me it would take **** business days to process. I was charged $10 on my debit account and $40.32 on my credit card. After a month, on September 13, I followed up via email but received no response. I contacted a different manager by phone, who said they would reach out to their department. No communication followed. On November 6, I emailed again, receiving a reply that they'd contact their team. Despite subsequent emails on November 16 and December 4, I haven't received a refund or any response. It has been over 4 months. Membership Number: *********Business response
01/03/2024
Hello,
This concerns *********************** complaint over the reimbursement of their membership dues.
In early November, we had a conversation with ***** regarding the refund. Subsequently, I consulted my team and obtained the necessary authorization to proceed with the reimbursement. The reimbursement was dispatched on November 22, 2023. Once requests are submitted, I am unable to provide any additional assistance at a club level regarding the matter. It is necessary for us to wait for our refund staff to authorize the refund requests. Upon approval of the request, the refund will be dispatched to the address specified on the user's account withing a period of **** business days as discussed. A permission was granted, and the refund was dispatched on December 14, 2023. I proceeded to write an email to *****, notifying them of the refund and suggesting that if they have not yet received the reimbursement, they can partner with me in order for us to locate the refund.
I have provided screenshots of the email I sent to our team and as well the refund form sent out with the address we have on file for *****.
Best,
De'Jon
Customer response
01/05/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*******************Initial Complaint
05/01/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I felt uncomfortable when I went to workout and there was adult entertainment playing on the tv. Selling ******** and other X** objects. Not sure when this became appropriate at the gym. Its not fair and it eliminates the neutral zone of feeling safe and comfortable. I was very uncomfortable. Before filing I attempted to reach a Manager today. Employee Destiny answered the phone, I asked to speak with the Manager I was told they are on lunch. I said no problem what time do you think I should call back she said tomorrow. I asked will the Manager not return for lunch she stated yes but the Manager ***** will be busy. I asked for the phone number to corporate to file a complaint, she stated she didnt have it only the Manager who is not available.Initial Complaint
11/20/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I signed up and it was supposed to be $19 , now they have charged me 4 times in less than a month . I already contacted and asked for cancellation and refund and nobody has answered me .Initial Complaint
05/18/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
I canceled my membership in October of 2021. Due to the covid restrictions I could not physically go to the gym so I called and asked how to cancel and was given the gym email. Then in November of 2021 I canceled my son and boyfriends membership the same way. In February of ************************************************** for all three memberships. When I called i was told the gym did not have memberships for myself or my family, so i would need to verufy the charges and follow up with them. I verified all the charges and months and called back and was told I needed to bring the email I sent with a copy of all my bank statements to a manager during the day m-f. I work m-f so I had to wait until I had time off. I finally prepared all my documents and went to show a manager and they told me they would show everything to the gm and refund my money, but i would need to resend my original email. I DID THAT TOO. I finally get a call back saying they were sorry they could not find my original email but as a courtesy they could refund me 3 months. My money was basically stolen while drag me on and tell me to do more and more things and never resolved the matter.
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Customer Complaints Summary
4 total complaints in the last 3 years.
1 complaints closed in the last 12 months.