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Business Profile

Fitness Center

Planet Fitness (Cambridge Mass Ave, MA)

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fitness Center.

Complaints

This profile includes complaints for Planet Fitness (Cambridge Mass Ave, MA)'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Planet Fitness (Cambridge Mass Ave, MA) has 2 locations, listed below.

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    Customer Complaints Summary

    • 4 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/21/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      The date of transaction was 11/26/24. My bank account had been hacked, the bank decided to close the account and CC and give me a new one. It took some time for card to arrive , balances to be transferred ect. While this was happening, planet fitness suspended my membership so I couldnt go there when I went to update my payment info they say they will charge me for the month I was suspended and the present month. What they did instead was charge me and my wife for 4 months each, because they are separate memberships but we use the same method of payment. I called the club when there was a manager there, the manager said he would inform a different manager but he was out for holidays, after the holidays I wait a week and contacted him again, then he said, that I have to email ****** ****** with the details. which I did, but he ignored my email for couple days, when I resend it, he replied and said that I have to make a claim with my bank if there was an unauthorized withdrawal. He didnt read my email, didn't even bother to check my membership, obviouly he has done this before, basically brushed me off with a canned answer that made no sense because PF was who make the unauthorized charges. Ever since, I have email him and he is just ignored me.

    • Initial Complaint

      Date:05/01/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 cancelled my member ship at the end of November 2023, at which time they assured me that there would not be any further charges to my account. the following day 12/1/2023 there was a $40 charge to my account. i have been attempting to get this resolved over the past 6 months and they have not completed the reimbursement they said they would run. I was working with ******** (the manager at the time of the issue) who has since left. attempted to work with **** (new manager) but have not received return call or any resolution. when asking ******** about the process he mentioned he needs to get HR approval. when speaking with other employees they have stated they do not have an HR and have no idea how to speak to anyone internally in that area even if they have employee relations issues. when attempting to reach out to the online **************** details the emails i receive back are that i must work with the Planet Fitness manager directly. was an automated response... was told about District Manager ****** who hasn't return calls or returned emails. i do have a voicemail from ******** stating the refund was placed in, but that was back in Feb and have not had anything positive since. that refund never went through. seeking a refund of the $40 as well as to make sure that the company has proper HR affiliated details so their employees can be sure to receive the benefits they need.

      Customer Answer

      Date: 05/12/2024

      I have not heard from the business in response to my complaint.

    • Initial Complaint

      Date:04/19/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 became a member at Planet Fitness in ****** Square, Cambridge, MA, over five years ago. After I moved away from the neighborhood I cancelled my membership, in person, by phone, every way possible. Over four years later, they continue charging me a monthly fee. I want them to stop immediately and if possible to reimburse me for the last four years of charging me despite my repeated cancellations. I unfortunately don't have any documents but I was repeatedly assured both on the phone and in person that my membership was terminated.

    • Initial Complaint

      Date:06/06/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 membership with Planet Fitness starting in April 2021. I cancelled the membership in January of 2022. They continued to take money out of my card after that so I cancelled it through my bank on February 17, 2022. Today, June 6, 2022 I found out that they have been taking $38.02 out of my card for the past 3 months, which is not even the amount that I payed for monthly for the membership. I have called multiple times in the past and I was told that the membership was cancelled and that they would stop taking money out of my account but they did not. I visited them today and they told me that they cant do anything about it.

    Planet Fitness (Cambridge Mass Ave, MA) is NOT a BBB Accredited Business.

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