ComplaintsforPlanet Fitness

• Initial Complaint

  02/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Planet Fitness *************** ************, ** as I scanned my Planet Fitness app, I was told that I was not allowed to use the fitness center due to a charge on my account with a past bill, I have been paying my account through my Checking account the for over a year, and I was informed that regardless if I was paying $25.00. I still owe an outstanding balance (April 2023), I dispute this charge with the Planet Fitness ************** *********, ** *************) Manager (Nataha) she ****** that whoever the Manager I spoke to back then is no longer there and that I have to pay this past balance of $40, I said that's illegal to have me pay up till this point and saying my account is active and taking my money from my account ($350). I informed her that I wanted to discontinue my membership and want a full refund for no service rendered and that I wanted to close my account, she advised me to come into the fitness center in ******* or send a mail.

  Business response

  02/23/2024

  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 to the Director and I will have someone reach out to you. 
  

  Customer response

  02/24/2024

   
  Complaint: 21330701
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called my home gym to cancel my membership on 12/20. I was told to mail in a letter to cancel. I mailed in a letter on 12/26 to cancel my membership. I called to see why I was charged in January and was told my membership was not cancelled. I visited home gym today to cancel membership and ****** told me I have an outstanding balance and need to pay before canceling. I explained I mailed in my letter 12/26. He said he did not receive my letter until 1/12 and therefore he cannot cancel my membership. I AM NOT PAYING AND I WANT TO CANCEL MY MEMBERSHIP ASAP. It is not my fault that he did not read my letter until 1/12 I do not know what his schedule is but I mailed letter 12/26 and I live very close to the ********* branch.

  Business response

  01/22/2024

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

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  At a Planet Fitness gym in ******, ** I was minding my own business sitting in a changing stall. Another customer tried to get my attention but I was busy in private. He said that I was committing a crime and told an employee. I came out to talk to the employee that I was not. The manager came to talk to me but not to ask me about it but instead called the police. I already am on anxiety meds and this made it worse.

  Business response

  01/16/2024

  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

  12/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  planet fitness in staten island offers free passes to use their gym every three months. I used their gym on ********** in september one visit. one week ago I signed up for a free pass. they sent me several emails hat i have a guest pass and a reminder two days ago to use my guest pass. last night i went to use the pass for a gym workout. there were two fat ladies at the front desk. on y guest pass was attached a waiver form and it said they is for your free pass to se the gum last evening. they asked me where is the bar code, there was no bar code but it clearly said the name gym and free guest pass. i asked to speak t the manager. they said they had none . I hadssigned up on line . they were refusing to let me n saying i need a bar code. i asked the fat ;lady t call the manager she reused . and she refused to let e use the free pass. I left and i think they scam people advertise free gym pass then refuse. planet fitness is scam. he force people to sign up and force them to have bank account on file so they can get paid once a month and wont use anything but bank account

  Business response

  12/28/2023

  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

  05/24/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Planet Fitness does not allow you to cancel your membership without driving *in person* to the "home gym" that you sign up at. This alone is infuriating and unreasonable.I recently moved from ******** to *****, so I no longer have the reasonable ability to drive to my home gym. Before I moved, I drove to my "home gym" in person to cancel, and the desk associate told me he was unable to cancel my membership because "their system was down".This is insane and unreasonable, and IMO there should be stronger protections for consumers against scammy corporate activity like this. Cancelling a subscription should be as easy as making a phone call or visiting a functioning web site, for every business in *******. That's my opinion at least, I dunno.

  Business response

  05/26/2023

  Planet Fitness is Independently owned and operated; this location is not part of our Franchise please forward this to the correct ownership group.
  
  

  Customer response

  05/28/2023

   
  Complaint: 20101481
  
  I am rejecting this response because: I don't know what this means.
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/17/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My plan was cancelled per my request after telling me my billing dates ranged from the ***** which contradicted my contract and what the website stated. I received a cancellation document and it stated I wouldnt be billed. Today the money was deducted anyways.

  Business response

  05/18/2023

  .Planet Fitness is a franchise independently owned and operated. This complaint isnt part of our franchise; please forward it to the correct franchise. 

  Customer response

  05/18/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  05/09/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I went to Planet Fitness 4/6/23 after a failure to sign up online. When I got there - they advised there was a past due balance owed for a membership I attempted to cancel multiple times during COVID, even offering to email my ID and a signed letter to avoid entering the establishment, they refused and continued charging me. To renew my membership I paid $152.54, which covered Aprils membership and the past due amount. I used ***************** times from 4/6-5-8 with no issues. 5/8 I go in the club and go go sign in and am told I have a past due balance. I advised that this was an error, I had just been charged (April 22nd - $25.08 May monthly fee & 5/6 $49 clubs annual fee) I showed both of these charges to the employee who was extremely rude. Told me I owed $211, that other employees didnt do their job right. I asked for the manager and ***** arrived. He allowed the employee to intimidate and stare me down even after he asked her to leave the area. Her name is ******. This was in the middle of the club for all to see and hear. I was denied access to a club I signed an agreement with, am current on dues, and now they claim I owe more and deny me access. I want a return of all of my money as this has been a horrific experience.

  Business response

  05/10/2023

  Planet Fitness is a franchise individually owned and operated. This complaint is not part of our franchise and needs to be forwarded to the correct franchise as we do not own any franchises in MI.I have sent and email to the BBB to forward this compaint to the correct franchise. 
  
  

• Initial Complaint

  04/28/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Hi, I purchased a Planetfitness account in 2022. Had the payments automatically deducted from my bank account. After a year I wanted to cancel my account. On Feburary 4th of 2023, I followed their contractual process for closing an account if you are a ** resident, which I am. I live in ************* and I signed a PlanetFitness contract, not a franchise contract. The manager at the facility said I have to either write a letter and mail it in or come in. However, what I informed him, was what the contract states that I signed. The Planetfittness contract, that I signed, clearly states "To cancel this agreement, mail or deliver a signed and dated notice or send a telegram which states that you, the buyer are canceling this agreement, or words of similar effect. The notice shall be sent to: **************************************************************. However, if you are a ********** resident and joined a club online you may also terminate your membership online by logging into your Planet Fitness account, entering your membership number and following the prompts." I signed up on line but in order to finish the process you have to go in and electrically sign. My contract also states I have no minimum months "0", so I can cancel at any point. Planetfitness has ignored all three attempt, for me going in, filling it out on line or my phone efforts to cancel and are trying to hold me to $95. They are trying to hold me to a balance, which if that is the case you can not cancel online without paying it. They have a very shady practice in place to prevent people to canceling when they advertise, you can cancel at any point and how to do it in their contracts but they are not up holding their end of the agreement. ********************* is the Area Director -************ and he will not return my calls

  Business response

  05/01/2023

  Planet Fitness is a Franchise Independently owned and operated. This location in *************, isnt part of our Franchise and needs to be forwarded to the correct franchise owners group.
  

  Customer response

  05/01/2023

   
  Complaint: 19994925
  
  I am rejecting this response because it is not that simple where they can lie to you and that's it. This is a franchise and they are 100% apart of corporate or they can not use their likeness and they have to abide by PlanetFitness legal binding contracts. The attachment I provide to the BBB was what Planet fitness Franchise or Corporate had me sign. So regardless if it's a an independent franchise, I signed a corporate contract, with that franchises information and they are responsible for their franchises to act legally and responsible.

  That was my contractual obligation and their contractual obligation to uphold and they are trying to lie to find a loop hole. All Planet Fitness have to legally abide by this. This facility uses the same contract as their head quarters because they legally are bound to corporate because they leverage corporates, identity (logo), marketing, advertising, a phone line, safety procedures, meetings, newsletters, and a grand opening event.

  I never signed a ************ contract, I signed a PlanetFitness contract that this club has to abide by because there under corporate and pay ongoing fees to use their likeness. Their ******** account has the ********************** corporate logo. They are 100% attached to corporate and corporate is responsible once a signed contract has become official.

  This is what headquarters states to be a franchise owner under corporate:

  Planet Fitness Franchise ********************** and Requirements
  Franchise Income
  Planet Fitnesss franchise fee is $10,000 for a 10-year renewable agreement, though the total investment ranges from $700,000 to $3.8 Million. Planet Fitness franchisees must also pay a 5% ongoing royalty fee on all sales to Planet Fitness. To open a gym, a franchisee must have of $3 million with $1,500,000 in liquid assets. To open an area (consisting of at least five gyms), a net worth of two million with $800,000 in liquid assets.

  If you folks are unable to resolve this, please let them know I will go legal and the judge will ask to see the signed contract, which is from corporate that this franchise uses to sign up their members. This isn't rocket science. They're hoping I will tire and that will not happen. I will file a class action lawsuit, and seek damages for each violation of state law, as well as other damages and injunctive relief.

  
  Sincerely,
  
  ***********************

  Business response

  05/10/2023

  The BBB is forwarding this complaint the correct Franchise. 

• Initial Complaint

  04/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The attire allowed in this club resembles that of a strip club and is offensive. Im forced to look at see through skin tight clothing which exposes ******* and other body parts on a daily basis. It would be great to have a simple standard such as- shirts required and no see through bottoms. I believe this was a rule in the past.

  Business response

  04/14/2023

  Planet Fitness is independently owned and operated. This complaint isnt within our franchise please forward it to the correct ownership group.
  

  I have emailed the BBB to have this compaint forward to the correct franchise group. 

  Customer response

  04/16/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  01/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been trying to degrade my membership since November 2022. I have called and visited my fitness club multiple times for the same since November to no avail. They have noted down my information multiple times and mentioned that manager would take action on it or I would receive a callback but nothing has happened. When I called them again recently, the employee mentioned that they do not understand what the manager is saying and advised me to file a complaint as the manager is not very helpful. If the manager is not helpful to their team, then how can be helpful to the customers.This feels like a scam to me where you get a membership once and are stuck with that. Pathetic service.

  Business response

  01/11/2023

  We want you to know that we value your membership with us and appreciate you taking the time to provide us with feedback. Planet Fitness is a franchise independently owned and operated. This member does not appear to be in our franchise. Please pass this information along to his franchise owner or please provide a home club and we can verify if we own the club, I'm unalbe to find him in our system. 
  

*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. ↩