ComplaintsforPlanet Fitness
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Complaint Details
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Initial Complaint
10/17/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
My daughter has canceled her Planet Fitness membership in August and we are still trying to receive a refund for the annual fee that was billed to her the month after she started her membership. We have been promised a refund numerous times on visits and phone calls. We were even given a bogus email addresses to send requests to. I have personally spoken with ***************** (manager) of **********, ************* location multiple times with a promise each time to have the annual fee credited along with August's fee with nothing now after 2 months.Business response
10/18/2022
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 franchise owners. planet Fitness is a Franchise we own clubs in *******, ** and ******, **. This compaint looks like it's coming from ************* in which we do not own any Planet Fitness locations in Virginia. When it comes tot he Annual fee In order to cancel the billing of this annual fee, the club requires written notice and cancellation of your membership on or before the 10th of the previous month. . If the membership is out of Virginia we are not able to assist as ******* isn't one of our location.Initial Complaint
09/06/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Today i was working out and miss ****** was some rude when i needed helpBusiness response
09/07/2022
Tell us why here...Thank you for contacting us. We want you to know that we value your membership with us and appreciate you taking the time to provide us with feedback. We strive to provide exceptional member service at all times. We make it a goal to provide members with a facility that has an excellent staff, spotless locker rooms/gym floors, functioning and clean equipment. We are very sorry this was your experience at your club. I have shared your concerns with the management team, as well as the clubs franchise owners. If you could provide more information on which club this occured at we will look further into this.Initial Complaint
05/23/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I went in to cancel my membership on the morning of 5/23. Signed off and asked to have a copy emailed to me. I was assured it would be sent instantaneously - did not receive it. Waited until 6:30 pm of 5/23 and called the facility. Was giving my phone number and name to request the copy again. I asked them to check the email address - they read it back to me- it was incorrect - I spelled it out three times as they kept misspelling it. The Front Desk gentleman was ******* me off the phone telling me it was corrected and would be sent out. Insantaneously. It has still NOT been received.Business response
05/31/2022
Good day,
Would you mind providing me with the location you are referring to or a membership number? I'm unable to find a ****************************** in our system.
Initial Complaint
09/14/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
I went to Planet Fitness to cancel my membership today (9/14), they haven't had fitness classes in ages and there is a better gym closer to home. They told me that I will still be billed on 9/17, they will not refund the charge, and that I can still use the gym until 10/16 even though I do not wish to. The employee just kept saying that it was in the contract I agreed to, but could not provide me a copy of said contract, and nothing on their website even alludes to this "cancel by the 10th" rule.Initial Complaint
09/07/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I've had a Planet Fitness membership for years prior to COVID. In 2020, the company froze the account because the Pandemic caused them closure. I decided since the gyms were closed, it was in my best interest to cancel the membership altogether, Once gyms re-opened, I received an email from Planet Fitness asking me to re-join, which I did. I felt comfortable because precessions were in place with distancing machines by 6ft, meaning they closed machines to ensure others were 6ft from you. However, now it seems that has not been the case anymore and ALL machines are open so other members are right by you exercises, sometimes masks are down as well. I stopped going recently because of this and decided to cancel my membership. I'm being charged a $58 buyout fee when the monthly is only $22. So basically they re-started my membership and I am penalized because of it, but I've been a loyal customer for years. This is not good business. I do not think I should be charged a buyout fee.Business response
09/22/2021
Consumer Response /* (2000, 8, 2021/09/16) */ I called my home gym and spoke to the store manager Dena yesterday. She resolved the issue and I decided to keep my membership. Dena and her staff listened, empathized and resolved.
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Customer Complaints Summary
25 total complaints in the last 3 years.
14 complaints closed in the last 12 months.