Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged three different times 2655 each transaction for a planet fitness subscription that I did not ever submit to the transaction I've been going back and forth with cash app and planet fitness for almost a year now they keep taking this money out of my direct deposit I don't know how my information even got out there to anyone to do this when I contact planet fitness they say that there has been no physical body in the planet fitness using my ID to prove it was me at no time but yet nobody will give me my money back cash that nor planet fitness

  Business Response

  Date: 01/29/2025

  Good Afternoon! 

  Sr. Club Management has successfully contacted this member and has come to a resolution. It was brought to our attention that the member was not aware that the membership would continue to bill on a recurring basis regardless of whether she used the facility. The resolution that was established was the cancellation of her membership, and that if she believes the payments for the membership were fraudulent, she would need to discuss this with her bank directly. 

  Thanks! 

  Customer Answer

  Date: 01/31/2025

   
  Complaint: ********
  
  I am rejecting this response because:

  I never told them that I didn't know I wouldn't be billed I told them that I never once made those transactions they said they had a picture of someone on file I went up there and looked at the picture it is no one that I know they was obviously able to see that it was not me they said they would stop billing me and not charge me a fee for stopping the cancellation and I said that would be amazing but I still have not got my money back

  
  

  
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 02/04/2025

  Good Morning! 

  The Club Members account and Demographic information was discussed in detail with them, and everything matches to this Club Member accurately. If this member is stating that they never authorized these charges from the membership, unfortunately they would need to inform their bank of the fraudulent activity. 

  Thanks! 

• Initial Complaint

  Date:01/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am trying to stop my membership because a man that works out there was recording my under age daughter’s private parts while she was working out. I notified the people at the front desk and they just walked by him and that’s it. He is still working out there and I do not feel comfortable going inside there. He was also recording me as well. I have sent emails, and I have called and each time the phone beeps three times and hangs up.

  Business Response

  Date: 01/14/2025

  Good Morning,

  We sincerely thank the club member for brining this to our attention. Please be assured that we are taking these concerns very seriously and are committed to addressing this with them promptly. We are forwarding the complaint to the appropriate management team for their immediate attention and will be reviewing the details provided to take the necessary steps to ensure this matter is resolved effectively. 

  Thank you. 

  Customer Answer

  Date: 01/14/2025

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

   

  I would like my membership canceled today. I do not feel comfortable going into the gym ever again. That’s why I started working out at home. You have gotten hundreds of dollars from me and I have not been in there. I have sent emails, called and filed a complaint on here and my membership is still active. It isn’t my fault that I spoke with employees and they didn’t relay that to management. My daughter’s crotch was being filmed while on a leg machine. I seen him. She seen him. If they would have looked at the cameras they would have seen how he did it. 
  

  Cancel my membership 

  Business Response

  Date: 01/15/2025

  Good Morning, 

  Our Corporate LP team, as well as Sr. Club Management, have attempted several times to contact this club member to discuss this further. The client has not returned our phone calls or or responded to our email attempts to collect additional information for investigative purposes. Per the club members request, we have cancelled their monthly membership. We kindly ask that the member reaches back out to our many attempts to get in contact with them, as we take matters like this very seriously. We eagerly await their cooperation and correspondence. 

  Thank you 

• Initial Complaint

  Date:10/17/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So I signed up, back in January 2024, online for club in Richmond, KY. Back 5 months ago, I made an attempt first, to change the payment due date on my account, as the 17th of every month, did not work for when I received my monthly disability from the *** They advised me, they only do payments on the 17th, and there’s nothing they can do, to change the billing date! Then I requested to cancel my membership in person. I was advised that I could not cancel my membership without a written doctor’s note stating I can’t use the equipment and why. I love the idea of planet fitness, but not being able to cancel NOR change my billing is extremely frustrating. Now, I have all these built up charges, and I have not used this membership at all, IN MONTHS. While I probably could get a written note from my doctor (I’m pregnant), this seems super predatory that I have to share my medical information with PF. I would like this membership cancelled, and the fee’s that have built up on the account since I haven’t used planet fitness removed. Totalling $152 (pretty sure that doesn’t even include this month).

  Business Response

  Date: 10/24/2024

  Good Afternoon! 

  Upon investigation from the clubs management, we do not have record on her account of her contacting us to request the cancellation. This club member was also notified of each membership draft that came back as rejected, and this resulted in a balance owed of $152.17. We do not require a club member to offer the reason for their cancellation medically, and at this time the balance has been waived and the membership has been cancelled. 

  Thanks! 

  Customer Answer

  Date: 10/24/2024

  
  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,
  
  ****** ***** 

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:10/14/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I live in Indiana and set up a memership to a local Planet Fitness several years ago for my daughter. After graduation, she spent two years in Houston, TX working for an organizaton providing disaster relief as part of her assignment with AmeriCorps. Since she was living in Houston, her Planet Fitness membership was transferred to the Houston location at 5770 Hollister Rd. When my daughter returned to Indiana in June, 2024, we have attempted to cancel the membership multiple times, each time being told that "management" will take care of it. No one has cancelled the membership and they continue to automatically draft the monthly amount from my checking account. I called the Houston location again today and finally received a return call from "management." I was told that she would transfer my daughter's membership back to Indiana and that I would need to go in person to cancel it. She stated there would be no refund, even though they have continuously dropped the ball and done nothing to cancel the membership. I asked to be elevated to someone higher up or to Corporate and was told that "she is as high up as I can go and that all Planet Fitnesses are privately franchised and Corporate has no say in what they do." I would like the membership cancelled and my monthly payments back to June refunded. I was also told that once my membership is transferred to the local club, that I would owe another month! That is totally unacceptable. They charge in advance and the next payment does not come out until Oct 15th. If this had been ttansferred right away when first contacted regarding the cancellation, I would not have paid 5 additional monthly fees. Also, I have already been to the local Indiana club personally, twice to try to get assistance with getting this resolved and now need to go in a 3rd time tomorrow to see if the Houston club has, in fact, transferred the membership and whether I can get the membership cancelled. Please help with this matter.

  Business Response

  Date: 10/15/2024

  Good Afternoon! 

  This club members membership was transferred to our system on 10/12/2024. At this time, we have cancelled the membership for them. Regarding any reimbursement, this will need to be conducted through the club in Texas, as this is the location/franchise that collected the funds for the monthly payments. 

  Thanks! 

  Customer Answer

  Date: 10/15/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  

  The response was apparently from the New Albany, Indiana location (where the membership was finally transferred to and cancelled on 10/12/2024).  My complaint is against the Houston, Texas location.  They are the ones that left my daughter's membership outstanding for months after she moved back to Indiana.  The membership should have been cancelled in June.  They even admitted that they dropped the ball and did not handle it correctly but then said basically they weren't going to do anything about it but transfer the membership to Indiana for me to cancel in person with them.  Funny they cancelled the membership without me driving down there again.  Still owed a refund.

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

  Business Response

  Date: 10/15/2024

  Good Afternoon! 

  Unfortunately we are not in relation to the Planet Fitness Club in TX. With the membership being transferred to our systems here in KY, our management executed a resolution that was in our power and cancelled the membership. 

  Thanks! 

  Customer Answer

  Date: 10/15/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  I understand that you are not the Texas branch, but that is who this complaint is against.  I appreciate you taking care of the membership issue so quickly, though.

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

• Initial Complaint

  Date:09/10/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I just want my membership cancelled. I have tried online several times. I don’t have time to go to the place of business. I have called as well and they say they cannot do it over the phone. Not consumer friendly. I have attempted to do this at various times within the past 6 months to a year. They indicate that cancellation can be made by mail but there is no address.

   

  4301 Shelbyville Road
  Louisville, KY  40207

  Business Response

  Date: 09/11/2024

  Good Morning! 

  We will be cancelling this club members monthly membership. We will also be contacting them directly to inform them of this as well. 

  Thanks! 

  Customer Answer

  Date: 09/11/2024

  
  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,
  
  ******** ********* 

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:07/30/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My son ***** ***** had an account with Planet Fitness. I authorized for him to make a one month payment almost 2 years ago. I received a new debit card from my bank in June 2024, which Planet fitness did not have on file. Planet fitness was not provided with my new card number. I called planet fitness, Dixie PRP location on 7/29 2024. I was told by a representative by the name of ***** that someone brought my card to the facility on 07/18/2024, and swiped my card to take a payment, and updated my card for future payments. I know this is untrue. I have one card, which was in my possession. *****, nor anyone else has been to planet fitness in months. I don't know how Planet fitness illegally obtained my bank card information, but I feel there is something fraudulent going on. **** was adamant about someone coming in, when again, I know this to be untrue. I am requesting a refund of the two most recent charges in the amount of $26.55 each and a stop from all future charges being made to my account.

  Business Response

  Date: 08/02/2024

   

  Good Afternoon!

  The membership that is referenced is for this Club Members son who was signed up online in August 2022. When this was conducted, *** ****** payment information was attached to the membership which included her checking account and routing number, and a Visa card on file. The membership has been used and was not cancelled. When the Visa card on file expired, and a new card was received on 7/18/24, it was automatically updated with *** ********** The checking account that was on file failed to process July's membership draft which resulted in the new Visa card on file to be charged for the monthly dues that were owed on 7/25/24. There was another charge from June's pas due payment on 7/29/24 as well during the monthly club account sweeps to allow the account to be back in good standing. Our staff member walked through the online cancellation process with *** **** on 7/29/24 and the membership is now pending cancellation with no further charges. All membership costs were owed, and the General Manager of the club members primary location has since spoken to *** **** attempting to explain this in detail. 

  Thanks! 

   

• Initial Complaint

  Date:05/13/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Planet fitness been charging me for 2 gym memberships I didn't sign up for nor did I sign the contract therefore I am not obligation in no way to go down there and make them stop. I have no way to get there so that means they will just take money twice a month forever that isn't fair. I know nothing of the details of these memberships only my account has been uses for payment for more than 3 years now i went to my bank and they can't even make them stop. I emailed them a year ago and called them 6 months ago but they continue now totaling over $1400. I need my nonet back and they have be stopped please not including ant overdraft fees but I will not take it that far.

  Business Response

  Date: 05/14/2024

  Good Afternoon! 

  We are not able to locate this club member in our system with the information they provided. A member of upper management has attempted to contact them twice regarding their account and to be able to assist further, but we have been unsuccessful with getting in contact with them. 

  Thanks! 

• Initial Complaint

  Date:04/19/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Planet Fitness failed to cancel my membership request submitted on 5/28/2023. Instead, a form was submitted to Freeze my account until February 2024. They continued to charge me a $20.05 membership fee each month. I had not attended the gym since 5/28/2023 when I requested my membership be canceled. On April 1, 2024, I was charged a $39 Annual Membership fee. on April 4th, I called and spoke to ****** about the problem. He said that he would escalate to his district manager. As of today, 4/17/2013, I have not heard back from either. In fact, there is a pending charge for another unauthorized charge of $20.05. I spoke with ***** today and she was helpful with advising me to go online to cancel my membership. The document sent to me does not have my signature on it. In place of it you will notice is has STAFF. ******* ***** name is listed as the staff member. I have included the email sent to me by staff and my bank account information showing the charges.

  Customer Answer

  Date: 04/18/2024

  The address for the Planet Fitness gym is: 

  3036 Bardstown Rd, Louisville, KY 40205

  Business Response

  Date: 04/24/2024

  Good Afternoon! 

  A refund has been submitted for this club member for the invoice amounts that we see on our end. Upper Management has also attempted to contact this member directly to inform them of this, and answer any further questions they may have. 

  Thanks! 

  Customer Answer

  Date: 04/24/2024

  
  Complaint: ********
  
  I am rejecting this response because: the Planet Fitness charges caused an additional $35 overdraft fee on bank. That fee needs to be included in the refund. There also needs to be an inconvenience fee included, because this should never have happened. 

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

  Business Response

  Date: 04/30/2024

  Good Morning! 

  We would not be responsible for this overdraft cost, as we did not receive the funds for this. Therefore, the club member would need to contact their bank directly regarding this charge.

  Thanks!

  Customer Answer

  Date: 04/30/2024

  
  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. 
  
  I'd like to express my gratitude to ******* at the Dixie location for his exceptional assistance in clarifying the issue. He truly went the extra mile, and I am thankful for his outstanding customer service.
  
  Sincerely,
  
  ******* ******* 

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:04/18/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received 4 charges from planet fitness in one month. I understand my membership fee and my annual fee being authorized, but the other 2 charges I did not authorize. Management at my local gym store on Frederica Street in Owensboro, KY has said there is nothing they can do since the charges do not reflect on my PF account history.

  Business Response

  Date: 04/18/2024

  Forwarding to the BBB, this club is not part of our Franchise, as they are independently owned and operated. 

  Business Response

  Date: 04/24/2024

  Good Afternoon! 

  This club member put in a member service request to investigate the charges she is describing as fraudulent. When they spoke to the General Manager after they received this request, it was requested that she provide bank statements to further investigate the charges she is referring to, as we do not see additional charges on our end. The General Manager has attempted to contact this club member to request this information once more, but they are not answering or returning our phone calls. We would like to resolve this matter and locate or explain any charges they are not recognizing as they did purchase lotions and eyewear at the club location, but we cannot do so without further detail of the charges in question. 

  Thanks! 

• Initial Complaint

  Date:01/24/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Each summer, I am in Kentucky for up to 6 weeks, hence I join Planet Fitness to have access to a gym. Typically I am able to cancel before leaving for Seattle (where I live), but this year I was unable to go in person and cancel. I have filed online through Planet Fitness in multiple attempts to cancel (at least 10 contacts), as well as tried to stop by a local club in Seattle to stop my membership. I was also in KY in Oct, and when I stopped in to try and cancel, the staff would not help me and said the person who could was at lunch. This did not work for me, as I had to leave and head to TN and ultimately back to WA. I've also tried calling (where I was told I had to come to this gym in person) and reaching out on social media and keep being told the same thing. I am beyond frustrated to still be a member and to be charged every month for a gym membership I never wanted. Can you please help me cancel my membership and also refund me for September, October, November, December, and January charges? The total now is $114.95 (5 months of membership) + $39 annual fee, or a total of $153.95.

  Business Response

  Date: 01/29/2024

  Good Afternoon! 

  Reviewing this club members account, we do not see any indication or notations that they have reached out regarding their membership nor have we located any emails from them on this matter. As a courtesy, we have canceled the membership and have issued a 3 month refund. A Regional Manager has also attempted to contact this member via phone to explain the accommodations we are providing for them as well. 

  Thanks! 

  Customer Answer

  Date: 01/30/2024

  
  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,
  
  ***** ****** 

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.