Complaints

• Initial Complaint

  02/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I have called this business several times and also contacted the billing department regarding cancellation of my account. I have not used this membership since last year which im presure they can see! My bank account is continuously being charged and the location is never open during the hours it is supposed to be which Is why I cancelled to begin with along with cars constantly being broken into. I have done a stop payment and they find another way to still charge my account. Now I am having to cancel my bank account that I have had for years because of all the overdrafts from them repeatedly charging my account. They make it impossible and inconvenient to cancel with them it almost like they force you to keep an account with them so they can keep charging people. They are a scam and should be put out of business.

  Customer response

  02/05/2024

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

  ********** ** 30291

• Initial Complaint

  08/21/2023

  Complaint Type:

  Product Issues

  Status:

  BBB unable to locate business

  More info

  I contacted the business on two different occasions to get my account resoloved for over charges, I received a response back that I will not get refunded the over charges

• Initial Complaint

  06/15/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I've been trying to cancel my membership since January, but every method I've tried has ended in nothing. I've been charged $29-39 every month since and I still have to wait for someone from my home gym to contact me about this. Very disappointed.

  Customer response

  06/14/2023

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

• Initial Complaint

  06/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Hello I have been trying to cancel my membership for a year with Planet Fitness. I have sent countless letters and I haven't gotten any response. I sent my first letter in April of last year and my last letter I sent in January of 2023. I'm not sure what's going on.

  Business response

  05/09/2023

  At this time, with the information provided, we are unable to locate an ****************************** is franchised, and we only have access to records for locations in our franchise. If you can provide your home location, we would love to look into this further and point you in the right direction if necessary. 

  Customer response

  05/10/2023

  My home location is *******************************************************************

  Business response

  05/11/2023

  I apologize for any confusion. I meant which Planet Fitness location did you sign up at?

  Thank you for your help in this. 

  Customer response

  05/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [My home location Planet Fitness is ***************** in ********** .]
  
  Regards,
  
  ***************************

  Business response

  05/15/2023

  Unfortunately that location is not part of our franchise so we are unable to access your account information or make any changes to your account. You will need to reach out to your home location or their franchisee for additional help. I sincerely apologize that I am unable to assist any further. 

• Initial Complaint

  09/28/2022

  Complaint Type:

  Billing Issues

  Status:

  BBB unable to locate business

  More info

  I paid for a membership with Planet Fitness June 2021. I was told there was no contract and I could cancel anytime. I had reoccurring monthly payments debited from my business account with Truist. I did not opt-in for Auto-renewal after one year of membership per the Planet fitness app. As of Jun 2022 this year Planet Finess in **********, ** auto-renewed my membership anyway without my authorization. I was overcharged a different amount for the monthly membership and an annual renewal fee. I attempted to cancel several times by ************** but Planet Fitness made it inconvenient by insisting that it could only be done in person or via mail. During my in-person visit, I found out they were also charging me late fees on this membership as though it was financed (potentially unlawful). Planet Fitness has overdrawn my Truist business account with additional fees attached after several attempts to debit my business account that I was not using at the time between Jun-Sept 2022. I was finally able to walk-in and cancel this membership with a very rude & incompetent young male representative who did not have good customer service skills. I am currently stuck with fees which I am working with my bank to have reversed. I have also filed complaints with the ********** to alert other customers they may be potentially scamming out of money!

• Initial Complaint

  04/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was in the Union City Planet Fitness on April 8 during the morning hours. I was about to use the men's restroom's urinal when I noticed the Planet Fitness manager had a female employee training in the mens restroom training, so I stepped back to wait to see if the training was over and was she leaving. The manager that was doing the training said that I could go ahead and use the urinal in front of the female employee. I stepped back appalled that he would even suggest that I relieve myself in her presence. I shook my head to indicate my discomfort. Why would the manager of Planet Fitness think that it's okay to have a female present in the men's restroom while patrons are trying to use the restroom? Why would he even ask me that? He would not ask any female patrons to use the womens restroom why he was training in their restroom. I walked out to see if I had overlooked the sign warning there was a female present in the men's restroom. It was not there. I even asked 2 men that were in the dressing area how they felt about it, and they said "we are not important and we are not comfortable with what is happening". I went to the front desk and spoke to another associate asked him what was going on and went back to the restroom. At this point the young lady was training near the entrance because the warning sign was now up. I was told I could go in again, by the manager. At this point I was so uncomfortable I left the building I am deeply concerned about this issue. The implication of double standards is so profound. I sent an email to a female manager but of course no response. I just want the public to be aware that Planet Fitnesss training is more important than anybodys privacy. Dont be surprised if you are asked to use the restroom in front of others even if you are not comfortable.

  Business response

  08/01/2022

  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.

*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. ↩