Complaints

• Initial Complaint

  11/13/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Aloha :I have filed complaints and no one from the **************** will do anything in New Hamphsire. I have excellent credit and I was recently informed Planet Fitness tried to charge my credit card without my authorization. I have tried to contact the Corporate Headquarters they just refer you back to the ***************. I had to contact State Business Regulations and file a formal complaint due to ****************** apparently is the owner not ********************* who claimed he was part owner and refused to provide the owners, email working phone number etc. I have just been informed there are apparently also registered with an LLC in ******** so I have also filed a complaint with ******** ******* Attorney General due to the ************************ for approximately 2 years prior to the second disaster fire they are not answering there phone.I have this recorded. I would appreciate if you would please contact Planet Fitness and request a meeting with the new Manager and the *** immediately.My account was closed. During the National Pandemic I have also found out that many people have had a similar issue which someone has posted on line to get people to contact the Attorney General for the ***************.I would appreciate immediate help. Please send me an email. I do not want Planet Fitness to email me. I want a meeting, phone call and or on paper via ** mail. I have my reasons.******,************************* ************************************************************************ ************

• Initial Complaint

  09/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  In February, I requested in writing to have my membership cancelled. The app did not maintain my bank status when I switched it. PF did not respond, so I contacted them again, at that time I was told to call the local gym. I did and left a message. No one returned my call. At that time my credit card on file expired and I did not receive any charges for March or April. I thought the situation was taken care of. In August, I saw I had been charged for the membership. I called the credit card company and disputed the charges from May-August. When I received my September statement I saw Planet Fitness charged me $164.28 plus Sept. membership. I called and asked for an explanation, the girl put me on hold to get a manager. After 5 minutes I hung up. I called back later and got the same employee. She explained that the $164.28 charge was a re-charge of the past membership fees. She said I could only cancel my membership via a letter or going into the gym. She apologized that Corporate Planet Fitness gave me the wrong information. I asked for the manager to call me. It has been *************************************Failure on the part of Planet Fitness to provide accurate information and app service as well as lack of follow up on the part of its employees does not negate my attempts at cancelling the membership.I would like my membership cancelled retroactive to February and all charges refunded.

  Customer response

  10/19/2023

  I have been in communication with corporate Planet Fitness however the situation is not yet resolved. I have been notified the $164.28 was credited to me (not yet verified with the cc company).  However, in the meantime I was charged another $200 +/- as a back charge plus an additional month for membership.  A second credit card dispute is open.  At this time, corporate has not responded to more than one email regarding the 2nd dispute. 

• Initial Complaint

  05/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I signed up for a one year membership through an online portal.I received a phone call soon after about an error in their payment processing. When I checked my bank I saw they payment had gone through so I believed all was well. After some months I realized they were charging me 150% more than the agreed upon fee. I thought I may have bought the wrong type of membership so I tried to discuss this with the store but was told the additional charge was a late fee. Since they do the charging every month how could it be late? I could not get an adequate explanation.I spoke with the regional manager who also was unable to explain how this is occurring.I called again and spoke with the store manager who explained that they were using my "back-up" payment source each month which occurs after the monthly due date and I would need to update my bank info in their system to correct the problem, which I have now done. It took them 8 months to explain this. I was not contacted other than the initial phone call when I joined. No email, no letter. I requested refunds for the late fees but was denied.

• Initial Complaint

  11/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Unauthorized Transactions have been made on my debit card. Within a span of 5 days my debit card that's not supposed to be saved on file has been charged $90.00. Spoke to my nearby Planet Fitness and they said that my Debit card was saved (Without notifying me confirming it was okay) because my default card on file wasn't going through. I checked my planet fitness app and I show only the default card and nothing was showing for me to remove my debit card info. I requested to have my account removed but they said I can only come in person or send a letter. I was not told of any of these upcoming charges will be charged and I want my money back.

*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. ↩