Complaints

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

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  Planet Fitness Dundalk

  1405 Merritt Blvd Dundalk, MD 21222-2111

• 

  Planet Fitness Dundalk

  8600 Snowden River Pkwy STE 300 Columbia, MD 21045-1985

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:09/25/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 cancelled my membership this may 2024 in person at the gym. I was still billed for a membership fee for June and the annual fee. This amount totaled roughly $90. I was told by management several times that I would be fully refunded for this errant charge(s). After repeated calls to have this resolved I have been lied to and got nowhere. I changed banks in the last month, so I will also need to receive the refund to my new account or by check. I have reached out to several other people at Planet Fitness and nobody was able to resolve this.

• Initial Complaint

  Date:05/07/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 only joined ** because of the classes and for the past 10 months the gym has not had consistent classes. I had to freeze my pf membership and go to another gym because the pf trainer was so unreliable with severely excessive absences and excuses. However, ** continues to keep billing me monthly. These unexpected and unauthorized charges have caused major problems with my checking account because of the fraudulent automated payments taken by **. I have called repeatedly and asked to speak with the district manager and no one ever calls me back.

  Customer Answer

  Date: 05/30/2024

  The manager never called me and no classes are being held. This s*** has been going on for months! They advertise they have classes but they have not hired a trainer.  This is beyond ridiculous! I love planet fitness but I need the classes! I have to go to another gym until PF resumes classes and Im so upset! ??????

• Initial Complaint

  Date:05/09/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  This gym doesnt have any more fitness classes and thats the only reason I come here. They take months and months to find a trainer and they dont have anyone here that can substitute teach classes. Also the ab workout area doesnt have any AC or ventilation and its horrible and I feel like Ill pass out !!

• Initial Complaint

  Date:01/05/2023

  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 have asked several employees about why there is no air ventilation in half of the gym and no one cares. there are ceiling air ducts but NO AIR ever comes out. it's like trying to work out while you are in a closet because there is no circulation in the areas by the 30 min circuit and 360 machine and ab machines. i have put up with this for a long time! and wednesday/yesterday was horrible! if you can't fix this within the next week i am going to contact the health **** because you need to have WORKING air in ALL parts of the building. you have older people here and people with breathing problems and they can not handle stifling conditions like this! Please do not call me. Respond via Email only please!! also why doesn't dundalk have the Total Body enhancement (red light therapy), but other PF locations have this? you have 4 tanning rooms and 1 of those should be converted into the ************************ other thing.....those gray exercise mats are way too small and they are hard to pick up and hang up....you need to keep in mind that you have older people here and those mats are heavy and not easy to handle!

  Business Response

  Date: 01/12/2023

  Good afternoon, most of these questions/issues were addressed with this consumer by the previous manager in another BBB exchange. The air is working in all areas of the gym, I am more than happy to address any issues in person if the member would like to direct me to an area where the air is not functioning/moving air, but I have checked all vents and they are pushing cool air and all system alerts are clear for HVAC.

  Customer Answer

  Date: 01/13/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  PLease put in a request to add the RED LIGHT THERAPY ********** ***** in Dundalk!!! I constantly hear people talk about this in Dundalk and how they have seen it at other PF locations! We would like to have this here too!!!!!
  
  Also, PLEASE get more or different exercise mats! It's very difficult to handle these things! Please be considerate to people who are older or who have hand/wrist problems.
  
  We do appreciate that you fixed the air system finally after 3-4 years being in this new building! It's really horrible that everyone had to suffer for years and years! :(

  Business Response

  Date: 01/19/2023

  As discussed in a previous exchange, upper management has turned down installing a Red Light booth within the Dundalk club. We are all individually owned and operated and not all clubs offer the same amenities. I worked at a location with a *** booth and it was utilized scarcely by members, especially in comparison to the tanning booths, which are utilized frequently throughout the year. We have to be able to justify any large purchases, but I personally like the *** booth and think it is beneficial to those members who utilize it, so I will mention it to see if there are any changes in opinion for getting one at this location.
  As explained in the previous BBB exchange with past management, the type of exercise mats available are not something we can change at a club level as it is PF Corporate and our Franchise owners who we have to remain compliant with.

  Customer Answer

  Date: 01/22/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Thank you for your response! Also, I noticed an important safety issue that could cause someone to get hurt. There a big floor bubble in the middle of the free weight area by the large mirror.
  
  Additionally, I keep having trouble getting signed up for some classes because the class size is restricted. This is very discouraging! And then sometimes I see a class happening but only a few people are there, yet it says there are no more spots open on the ** app.
  
  Again, I (and at least 10 or more other people that I know) would STRONGLY encourage the club to add the *** and better exercise mats. I could create a petition and get people's signatures to support these efforts. If this would help convince the corporate or franchise to make these important changes, I would be happy to ask even more people and I am confident they would sign a petition to make the club a better place for all of us!

  Customer Answer

  Date: 01/23/2023

  Also, regarding the gray exercise mats. Please advise your franchise and corporate owners about ADA *********** It is very unfair and unprofessional for a business to be so disrespectful of elderly and disabled people who do not have the physical capacity to handle a heavy and large one-piece mat. Like I said before, the tri-fold black cushiony mats from a few years ago were very lightweight and easy for everyone to use!

• Initial Complaint

  Date:12/30/2022

  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 went into Planet Fitness Dundalk canceled my membership and my boyfriend's too 12/11/22. They charge me monthly fees today 12/30/22. They offer no termination fees in their adds on TV. I want my $20 back in my account. This is wrong in every level. I want my account canceled and return my fees for me ******* ***** *** ****** ******

  Business Response

  Date: 01/11/2023

  As stated in the contract (all members have to agree to prior to signing up), a member must cancel their membership by the 10th to avoid their monthly dues on the 17th. There are no termination fees, this member simply paid their monthly membership dues, since they did not do as the contract states and cancel by the 10th. The member was refunded these dues mentioned in the complaint due to being banned after management learned of their behavior in club, towards staff members.

  Customer Answer

  Date: 01/12/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I was only refunded $10 for my membership and not for my fiance ****** ******. So no they did refund $10 not the full $20. Their staff was NO help at all and quite rude I must add. Never again will I deal with them.
  

• Initial Complaint

  Date:08/15/2022

  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 have asked my local Pf about these matters for a long time and I can't get any answers. Please do not call me. Respond via Email only please!! No working WiFi for months! They need to reset the router or something but no one knows what to do! No Total Body enhancement (red light therapy), but other PF locations have this! No pizza or bagel days (like they had pew-Covid) Horrible exercise mats (the small gray ones) that are not long enough and not comfortable at all. Also, these mats are very difficult to hang up (for senior citizens etc) because they are heavy and difficult to handle. You had excellent black folding mats years ago but you got rid of them for no good reason! Why are you spending thousands of dollars on stupid wallpaper at the gym when you could be addressing more important priorities? No one cares about wallpaper in a gym, you could be putting that money to much better use but instead you are wasting it on something that your members do not care about at all!

  Business Response

  Date: 10/24/2022

  Business Response /* (1000, 8, 2022/08/29) */ Unfortunately the number he put on file was the wrong number so I could not reach out to Mr. **** Consumer Response /* (3000, 10, 2022/08/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I specifically asked for NO phone calls. Planet fitness should please email me. *****************@yahoo.com Business Response /* (4000, 12, 2022/08/31) */ Good Afternoon, I do apologize that your issues have not been addressed when you inquired previously. **** is no longer General Manager at this location and we are now owned by a different franchise company, National Fitness Partners. Not all locations have all the exact amenities. These are based on demographics generally. At our location, we do not have the Red Light Therapy and will not be getting it for this location. The Wi-Fi issue has been addressed about 6 months ago after joining with National Fitness Partners. Due to Covid, Bagel and Pizza nights were discontinued due to sanitary issues. Whether or not it is decided by Planet Fitness Corporate to bring these things back has not yet been decided. The health and well-being of our members are of top priority. Planet Fitness corporate decided to do away with the old trifold mats and have ALL Planet Fitness gyms switch to the new gray mats we currently have. This is a corporate wide decision. New wall paper and painting is also a requirement of all Planet Fitness facilities and to carry the Planet Fitness name, we must insure these requirements are met or lose our Planet Fitness name. This is not an individual location choice, but a requirement of ALL Planet Fitness locations. I sincerely hope that this has addressed all your concerns, as the matters brought up are not up to the individual location. Kind Regards, Ron ********** General Manager Planet Fitness ******* Consumer Response /* (4200, 14, 2022/09/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thanks for your reply. Also, one very troubling thing I have dealt with is the lack of AC and air circulation in the AB area and the 30-min circuit area....the hvac zone for these area seems to always be OFF because it is stiffling so bad! you could at least put a big fan or two on the floor to help circulate proper air flow. also, i somewhat understand that you might not be able to make some changes at the club but please make sure your franchise owner and/or corporate, etc. people know that members are upset about all of the issues i have expressed. the wifi is still not working as of this week. Business Response /* (4000, 16, 2022/09/06) */ Good afternoon, With regard to the issue of the AC in the 30 min area; we do have a work order to have that unit repaired. We do have the units checked regularly. Additionally, franchise and Corporate are regularly informed of issues that arise regarding decisions beyond our control, to ensure they are aware of the wants, desires, and concerns of our members. As for the WiFi, it is working. After our new franchise owner acquired this location, they changed our wifi. It no longer requires a password. Members click on our wifi, once connected members have to click on accept for the WiFi to work. This has to be each time members come into the gym. Again, thank you for your feedback and I wish you a pleasant day. Sincerely, Ron ********** General Manager Planet Fitness, *******