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Business Profile

Fitness Center

Planet Fitness

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fitness Center.

Complaints

Customer Complaints Summary

  • 23 total complaints in the last 3 years.
  • 8 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/09/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    8/9/24 Employee and patrons at Planet Fitness in *******, ** were harassing me and making me feel unsafe. The employee stated I couldn't return and he canceled my membership.

    Business Response

    Date: 08/09/2024

    Planet Fitness is independently owned and operated this complaint is not part of our franchise; please forward it to the correct franchise owner.

  • Initial Complaint

    Date:08/08/2024

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Manager and employees treat my daughter and her friends with disrespect, laughing at them. While they were just laughing about a vending machine that didnt function in their location. The vending machine was at their location and they didnt have a proper way to help the client. They couldnt assist and treat a customer with respect just because of their age, now the vending machine is not been responsible and the planet fitnesa is not returning the money. Even if is only 15 dolars is money the company should charge or ignore no matter what

    Business Response

    Date: 08/09/2024

    Planet Fitness is independently owned and operated this complaint is not part of our franchise; please forward it to the correct franchise owner.

  • Initial Complaint

    Date:07/22/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Planet Fitness is implementing a billing practice that preys on the nations disabled veteran community. Planet fitness bills on the 17th of each month. VA disability checks arrive on the 1st of each month. PF knows this is true for ALL Governmental checks, and intentionally bills a $10.00 late fee to ALL accounts if the customer is just 1 day late. MA GEN. **** ch 186 ss 15B states that businesses need to provide their clients with a 30-day grace ****** before charging late fees on overdue balances. This practice of immediate billing is preying upon the states most vulnerable Heroic population, needs to cease AND refunds need be issued to those who have been victimized by this deplorable business practice.

    Business Response

    Date: 07/31/2024

    Planet Fitness is independently owned and operated this complaint is not part of our franchise; I have requested it be  forward to the correct franchise owner.

  • Initial Complaint

    Date:07/09/2024

    Type:Service or Repair Issues
    Status:
    Unresolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I went into planet fitness located at *********************************************************************************************************** for my workout on 7/8 and the front desk person by the name of ****** said I couldnt wear my ******** tank top in there, then also on 7/6 the same front desk guy told my girlfriend she couldnt record any videos in there while we are working out. So today I asked him what is the issue because he made a point twice to single me out he said its company policy for the ******** tank tops and I advised him I wasnt getting upset because its planet fitness its not that serious. Long story short he said he was canceling my membership because of my ******** tank top is intimidating to other gym members. I paid my annual fee so im requesting a refund for my annual fee because I didnt request my membership be cancelled. I didnt see anything is the policy about ******** tank tops and planet fitness shouldnt market themselves as a regular gym. I am filing a complaint against ****** in particular and I would like to see him fired. It is very unprofessional to cancel my gym membership when I didnt even request it. That location should have someone more emotionally stable instead of having ****** working there. I want my refund for my annual fee and I wouldnt recommend anyone join planet fitness if youre serious about working out. I dont bother anyone and I dont talk to anyone when Im working out. I like wearing ******** tank tops and planet fitness at of all the other gyms I been to has a problem with stringers tank tops. I wouldnt recommend this gym to my worst enemy. ****** and this planet fitness location is a complete joke. He got so upset at what I said that he canceled my membership. Planet fitness is the worst gym I ever been to and again Im requesting ****** be fired.

    Business Response

    Date: 07/11/2024

    Thank you for contacting us. I would be more than happy to pass this situation along to the locations management team above the club level as well as the Director of Operations. 

    Customer Answer

    Date: 07/12/2024

     
    Complaint: 21960474

    I am rejecting this response because: I spoke with the club manager in person yesterday morning on 7/11 and explained my side of the story. Based on my conversation Im not confident that she even cares to refund my annual fee. I already joined another gym, Im not interested in getting my membership back at planet fitness. I advised her I worked out at both planet fitness locations in ***********, the one in ************ and the location off *********** in ****************** and nobody ever told me I couldnt wear my tank tops. I feel discriminated against by ****** and he and another associate lied to the manager saying I challenged him to a fight. I told her I never been arrested and I wouldnt risk getting a record over planet fitness. As previously stated in my complaint Im requesting a full refund of my $49.00 annual fee that was charged to my card ending in 5012 on 04/01/2024 since ****** cancelled my membership without me asking for my membership to be cancelled. Im also requesting that ****** be fired for his unprofessionalism, anybody who is emotionally immature like him shouldnt be working the front desk or have any justification in canceling memberships without that club member requesting to do so and then that said club is refusing to refund my annual fee. Forward this to the higher *** above the club manager who I spoke with yesterday because I have never been discriminated against because of my gym attire at any other gym until at this location. 

    Sincerely,

    *******************

    Business Response

    Date: 07/22/2024

    Thank you for contacting us. I would be more than happy to pass this situation along to the locations management team above the club level as well as the fDirector of Operations.  

    Customer Answer

    Date: 07/26/2024

     
    Complaint: 21960474

    I am rejecting this response because: I want my annual fee refunded to my bank account. I dont see how there is so much hoops to jump through when my membership what canceled by ****** as previously stated he did not provide me with a cancellation fee. So in other words he has to power to cancel anyones membership unjustly as in my case and you all refuse to refund the annual fee? I would like to see ****** fired since he and another associate lied on me saying I challenged him to a fight. Trying to paint me as an angry black man. I graduated college with a Bachelors degree and I never been arrested. Why would I risk getting a record over an issue with Planet Fitness of all places? 

    Sincerely,

    *******************

  • Initial Complaint

    Date:06/04/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Ive mailed in a letter to cancel my membership in March 2024. By April 2024 I noticed that I was still being billed. I went to the ********* GA location and was told they could not cancel my membership that I needed to go to another location that was over 20 min away to cancel it. I informed them that I already sent in a letter and still havent received any correspondence. Im still being billed for a membership.

    Business Response

    Date: 06/05/2024

    Thank you for contacting us. I would be more than happy to pass this situation along to the locations management team above the club level as well as the Director of Operations. 

  • Initial Complaint

    Date:04/10/2024

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Planet fitness made it very difficult to cancel the subscription with them, they would only allow in person cancellation even after an emergency reason for inability to continue my subscription and after several call attempts and website chat help attempts they still required cancellation in person when i was unable to travel there, they also only allowed a freeze online which would still charge the annual fee which is unfair because i should not be paying for maintenance when im not attending.

    Business Response

    Date: 05/06/2024

    Planet Fitness is independently owned and operated this complaint is not part of our franchise; please forward it to the correct franchise owner. 

    Customer Answer

    Date: 05/06/2024

     
    Complaint: 21554580

    I am rejecting this response because:

    Sincerely,

    ******************

    Customer Answer

    Date: 05/06/2024

     
    Complaint: 21554580

    I am rejecting this response because:

    Sincerely,

    ******************

    Customer Answer

    Date: 05/06/2024

     
    Complaint: 21554580

    I am rejecting this response because:

    Sincerely,

    ******************

  • Initial Complaint

    Date:03/26/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    PF purposely makes it too difficult to cancel memberships. It is 2024, we should not have to physically go to a location to cancel. Terrible customer service.

    Business Response

    Date: 05/06/2024

    Planet Fitness is independently owned and operated this complaint is not part of our franchise; please forward it to the correct franchise owner.

  • Initial Complaint

    Date:03/21/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    ********* Plaza Planet Fitness on 4 th St, *********** de ******* is incredible filthy. In the past is was very clean, it was a pleasure to work out in a clean place. Now a days, it is very Dirty. I attached pictures I took today. There are particles of paper on the main floor as well as in the women's bathroom; the machines are dusty as hell; there is dust in every corner; the water fountain is disgusting, etc. Please correct the problem for us customers to work out in a clean place as it used to be. THANK YOU MUCH.

  • Initial Complaint

    Date:03/20/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    ********* ** planet fitnesss keeps charging me and I havent been to planet fitness in over a year. I went to cancel membership but they wouldnt let me. Now at this point they keep taking money from my account and I cant even go and workout because they keep saying account is behind

    Business Response

    Date: 03/28/2024

    Thank you for contacting us. I would be more than happy to pass this situation along to the locations management team above the club level.  

  • Initial Complaint

    Date:03/01/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Music is so unbearably loud cant hear myself breathe . Thank you !

Planet Fitness is NOT a BBB Accredited Business.

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