Complaints

This profile includes complaints for Planet Fitness's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Planet Fitness

  8620 Florida Boulevard, Suite 700 Baton Rouge, LA 70815

• 

  Planet Fitness

  5151 Plank Road, Suite 300 Baton Rouge, LA 70805

• 

  Planet Fitness

  1468 North Airline Highway Gonzales, LA 70737

• 

  Planet Fitness

  2334 South Range Avenue Denham Springs, LA 70726

• 

  Planet Fitness

  19973 Thad Cain Ln, Suite A Baton Rouge, LA 70809

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:06/03/2024

  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.

  Called in on 4/15/2024 to inquire about cancellation. They allow you to start an account online, but have to mail in a letter to cancel. Mailed in a letter on 5/7/2024, but was charged an annual fee on 06/03/2024. Called and the GM claimed they didn't receive the letter until 5/27/2024 (I had mailed my rent check the same day, and it was received the next day). He said I should've sent it certified mail to prove the dates to protect myself. Clearly a badly run business when they tell you that you need to protect yourself from them.

  Business Response

  Date: 06/05/2024

  Mr. ******* mailed a cancellation letter that was received in the club 5/31/24 and cancelled immediately. Based on the agreements we honor we wouldn't be able to honor a refund since the letter was received after the 25th of May. As a reference here is a copy of the cancellation policy:

  To cancel your monthly membership and stop the billing of the Monthly Membership Fee, the club must receive written notification from you delivered to the club by the 10th of the month either in person or preferably
  via mail to the club address listed above. Please note it may take up to seven (7) business days for any membership or billing changes to take effect. In order to cancel your membership prior to the billing of the
  Annual Membership Fee, the club requires written notice from you delivered as described above no later than the 25th of the month before such billing. The Annual Membership Fee is fully earned when received and
  is non-refundable.

   

• Initial Complaint

  Date:11/28/2023

  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 had a black card membership that I went into the Denham Springs location to cancel March of 2023. I had not used this since January of 2023. I received a call 11/27/2023 that I owe a balance of a bit over $220. I was told this would be canceled but I would be charged an early termination fee which I was fine with however I was not charged for the early cancellation and the plan has remained active since then.

  Business Response

  Date: 11/29/2023

  looking into Mr. ******* account I went back to see if there has been a cancellation document from when he stated he came in to cancel in March. I didn't locate anything indicating the membership should have been cancelled. Nor did I see any payment towards a buyout fee that Mr. ******* would have needed to approve of. For any sort of cancellation or payment a signature would have needed to be obtained in order to make any changes to the account. As a curtsy I will go ahead and override his membership to have it cancelled immediately to prevent any further charges. As for the remaining balance it would still stand. Therefore if Mr. ******* decides to become a member in the near future the balance will have to be taken care of. Attached I have included a copy of his agreement and a screenshot as proof of his account now being cancelled. 

  Customer Answer

  Date: 11/29/2023

  
  Complaint: 20919917
  
  Thank you for your quick response. I have no problem paying the balance to have that dismissed if all fees can be removed and I pay the true balance. I don’t want something coming up down the road about a collections debt. Is this something we can take care of?
  
  Sincerely,
  
  ******** *******

  Business Response

  Date: 11/30/2023

  Mr. *******,

  Our 3rd party billing institution doesn't deal with the credit union. Therefore the balance won't affect your credit whatsoever. I have spoken with ****, Denham's Planet Fitness manager, and he has agreed to waive all service fees associated on your account if the monthly payments are paid off. If you would like to proceed with the payment it would be a total of $110.16. This offer would only be available for the month of December and you would need to be assisted by the manager. If you decide not to pay if off I just want to make you aware that if you were to join the club in the future the full balance will need to be handled. 

  If you decide to go to the club please call in advance to verify that management is there to assist you. 

  let me know if you have any further questions.

  thanks, 

  Esmeralda 

  Customer Answer

  Date: 11/30/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20919917, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:07/13/2023

  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.

  Mailed cancellation letter in 3/1/22 as instructed. i was told i couldnt cancel via email or phone. Today 7/11/23 i received an email stating my account was being cancelled via non payment. i was totally unware of being charged for the past 16 months. i was only made aware when i received the email. I responded to the email that i submitted cancellation letter and was unaware i was continually being charged. The location called me and spoke with rep, she said she didnt have any letter and she said PF has no way of know if customer is being charged and they only send out the cancellation when corp office sends cancellation notices to inform customers their accounts are cancelled due to non payment or non use of the account. i stated that i sent the letter as instructed, i would not knowingly continue to give my money monthly to a service that i dont use!!!! and if they cancel accounts based on non usage they clearly you can see that i have not chcked in at any PF in the past 2 yrs. why wasnt the account cancelled over that??? I asked her for owner's# but she said she couldnt give that out , so i called the corp office and they listened to my complaint, then advised me that they have nothing to do with the franchise and i need to contact them!!! What a runaround. So im now out over 400.00 dollars that this company just pocketed And!!! the statement they sent says that i owe past due 58.00 for two months that they couldnt draft account!! So now i owe them money !! for no service provided!! i guess they will take action to recover "their money" from me!! Im not a confrontational person but to continue to take a "Customers" money without providing any service month after month is wrong.

  Business Response

  Date: 07/24/2023

  Good afternoon,

  Please see the members signed agreement which states on page 7 under section 6. Dues, Fees, Charges & Taxes, that the member must notify us within 60 days of a claimed error or a bank statement or credit card statement.  If the member claims that the dues were not stopped when they told Planet Fitness, they must have written proof or Planet Fitness will not reimburse them for any deductions they are claiming should not have been deducted.

  The member could not provide written proof as it states and there was nothing in the members account either showing that they had submitted a letter as they stated in this complaint.

  We did offer to refund 60 days worth of dues but Mr. ****** was not satisfied with that which has brought us to this point.

  Please let us know if there is anything else needed from us.

  Have a great day,

  ****** ***** - Regional Manager

• Initial Complaint

  Date:04/20/2023

  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.

  In March 2023, I decided to cancel my membership with planet fitness due to me being pregnant and on bed rest. I had not used that gym for about 6 months prior to that. I went to the gym to cancel and they told me it would be about $58. I specifically asked her before she swiped my card was that the entire total. She replied it would be a little more plus tax. I was upset but paid. After my card was charged, the attendant then informed me that she misspoke and that I would, in fact, be charged another $31+ tax in a few days. I asked why wouldn't she disclose that to me, and to not charge my card for the additional fee because I was lied to and I may have tried to make other arrangements prior to canceling. I am too sick to work and I literally had to borrow that money from my mother just to cancel. She said there was nothing she could do. I asked for a manager and she said, Javon, was not present. She took down my information and said the manager, Javon, would call me the next day. I never received a call. After a few days passed, I called and was still unable to speak with Javon. I then wrote a review on google and he finally called me and promised to refund the additional $31+ I was charged without being told. I waited 7 business days and I never received the refund. I called Javon back and he said that he "called to have the charges reversed but all he could do was call, after that it's out of his hands". I was dumbfounded. After all of that, you call me to waste my time and guarantee to reverse a charge just to tell me it's out of your hands? This business has terrible practices and openly lies to their customers and steals without any repercussions.

  Business Response

  Date: 04/21/2023

  Hello, 

  after looking into ********* situation, I have discovered that she did have her membership cancelled on 3/14, three days before the monthly billing draft. Attached you will find a picture of her membership agreement stating that in order to stop billing the club must be notified by the 10th of any month. Since ******* came in on 3/14 the monthly draft would still draft as scheduled. After the fact, ******* did reach out and submitted a case with corporate. Since then, due to her situation, we took her word for it and made the exception of approving the manager refunding her the buyout fee that she paid while she cancelled the membership. attached you will see a screenshot of $63.48 being refunded to her on 4/6. The monthly draft that ******* is now seeking to have reimbursed ($27.41) is not valid since she has already received a refund of greater value and she didn't cancel on a appropriate date frame as stated in the agreements to prevent a charge. 

  thanks,
  *********

  Customer Answer

  Date: 04/24/2023

  
  Complaint: 19957712
  
  I am rejecting this response because:

  First, I NEVER received a refund. I can provide my bank statement if needed.  Second, I was told of the policy AFTER the attendant swiped my card. She specifically told me the final payment would be the cancellation. That was the issue. I am not seeking for everything to be refunded. After your poor customer service your manager reached out and made it worse. I cannot believe y’all are still open this is crazy. 
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 04/24/2023

  Hello *******,

  I understand how this can be frustrating for you and I do want to help find a resolution to this situation. On our end I see that a refund was processed on April 6th for $63.48 to the card ending with 6484. If the refund wasn't received, please do provide us with a back statement to have our billing department investigate this further. The membership agreements are outlined upon signing up. We will follow up with our team to make sure they are also relying on information coordinating with anyone's membership agreements. I apologize for any inconvenience this has caused. 

  thank you, 

  ********* 

   

  Customer Answer

  Date: 04/25/2023

  
  Complaint: 19957712
  
  I am rejecting this response because:

  I have attached my bank statement which is linked to the debit card used for my membership. It contains the dates from the 5th-10 to show no refund was received. 
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 04/28/2023

  ********

  thank you for providing those statements. That was very helpful in discovering that the refund was not successful. Sorry for the delay on getting back with you. Management and billing department have been proactively investigating this issue and we are still working towards getting this resolved. I hope to get this resolved for you very soon! I will reach out to you again once I have a resolution to this problem. 

  thank you, 

  *********

  Business Response

  Date: 05/11/2023

  I have followed up with our ownership group and have verified that a check was mailed to ******* for the amount of $63.48 and it has already been deposited. 

  thank you, 

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

  Customer Answer

  Date: 05/11/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 19957712, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******