ComplaintsforPlanet Fitness

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am at planet fitness trying to cancel membership because that is the only way to cancel it and they are saying they cannot cancel it.

  Customer response

  09/10/2024

  The address requested is **************************************************************************.

  Business response

  09/12/2024

  Good Afternoon,

  Thanks for reaching out about this issue you are experiencing with canceling your membership.  Most of the Planet Fitness locations are independently owned and operated by franchisee's, so in order for us to cancel a membership it must be within our ownership group, and through your home club.  While ****** did start their membership at one of our locations, this membership has since been transfered out of our system, preventing us from canceling it as they are no longer our member.  They will need to go to their home club to cancel, but I unfortunatly can't see which one that is.  If you go on your Planet Fitness app it will tell you which club that is.  The last check-in that I can see is Painesville TWP, ** if that helps.  Sorry we couldnt be of more service in this particular instance.

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My monthly charge comes out on the 17th of each month. I was sent a new credit card in May, but both my old and new were still working, so it didn't occur to me to change it. My May 17 and June 17 payment came out just fine. On July 22 I received a text that there was an issue with my card on file. I immediately got on my app and updated the card as well as paying my July payment. This was the first and only time anything about my card was mentioned to me. Despite me going into the club on July 20th - after my card would have already had the issue. Fast forward to 8/25 and there is a $15 charge for Planet Fitness on my account. I call because I have no idea what this is for and can find no mention of it on my app. I am told it is a late fee (over a whole month later) and that I can talk to a manager on Monday about it. I call Monday and speak to ******* who severely needs an attitude adjustment. I expressed frustrations about the lack of communication - not being told my card didn't work, not being told I would have a late fee, etc. I asked for a courtesy refund as a little communication could have easily fixed this situation. He said to me that he was sorry but he can't make his employees do their job and he can't sit with them 24/7. He also proceeded to say "I have had to chew 3 employees out today." Another one of my favorite quotes was "I'm not sorry you didn't tell us you got a new card." His treatment of the situation was not at all professional - this is not a way to talk to club members nor should you talk so negatively about your staff to outsiders. A simple notification on 7/17 that my payment didn't go through would've solved this whole issue as I could have logged on and changed my card. That is all I was trying to get across. A little communication goes a long way in customer satisfaction. From start to finish of my conversation with ******* he spoke to me in a hostile tone and continuously blamed his "incompetent" staff.

  Business response

  09/03/2024

  Thank you for bringing this to our attention. We take matters such as this very seriously. Our Regional Manager is fully addressing how this member concern was handled at the local level. During our investigation, we found the late fee was not charged correctly and under those circumstances, we have refunded the fee. Our Regional Manager spoke with the member and the member stated they were happy with the outcome.

• Initial Complaint

  06/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Had my debit card expire didnt realize it. My membership fee was $23.09 so when planet fitness reactivated my membership they now charge me $25.08. I have asked them for two months now to please put my fee back to where it was only to get eye rolls and told it was my fault only to read on many platforms this is a very common thing to happen and can be fixed with minutes. The manager will not comply or help and that was what I was grandfathered in for over two years ago. I want my fee to go back to the $23.09 and cant get anyone to help after asking for over two months. Please someone help!!

  Business response

  07/03/2024

  Unfortunately, this member requested to cancel his original membership with us on 4/4/2024. Please see the attached cancellation form. With any type of membership cancellation, a person rejoining at a later date signs a new membership agreement and is bound to the pricing in place at the time of the new sign-up. Our price for the Black Card membership increased in the Spring of 2022. **** rejoined the club on 4/22/2024, thus he joined at the rate of $24.99 per month. To be fair and consistent with all of our members, we are unable to reinstate an old rate. Attached is his signed membership agreement noting the rate of $24.99. Thank you.

• Initial Complaint

  06/30/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  There was a man worker in the womans restroom since I arrived. When I was done with my work out an hour later the man was still working in the bathroom. I went to the front desk to ask when he would be done so I can take a shower and the lady says to me well cant you just use the shower with the locked stall. I said I can but thats not my favorite choice. I would have a really hard time taking a shower in a bathroom where a man is that I dont know. Where no cameras or workers are keeping him accountable. I dont know that man nor will I risk my safety while being exposed. Like why even offer/say that to a costumer who pays to use the showers. Then when she told me he was done she looked annoyed which is frustrating since all she was doing at the front desk was talking to her co-worker. Even if she was busy she can take two to five minutes to help me. I dont feel comfortable, showering, naked, in a restroom with a man and I am not sorry for that. You do not know someones history with sexual abuse, their mental health state and your business claims to be a no judgement zone.

  Business response

  07/05/2023

  Good Afternoon,

  We are sorry that you were unhappy with the level of service that you received.  We strive to maintain a clean, comfortable environment across our facilities.  From time to time, our team does need to clean the locker rooms, and that will occasionally involve team members that do not match the gender of those locker rooms.  Should you encounter something you are unhappy with in one of our facilities, please reach out to the club manager.  Our team will be looking into your visit, and will be in contact.  Thank you.

*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. ↩