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Business Profile

Fitness Center

Planet Fitness

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fitness Center.

Complaints

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

Find a Location

Planet Fitness has 2 locations, listed below.

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    • Planet Fitness

      14890 Manchester Rd Ballwin, MO 63011

    • Planet Fitness

      4503 Marburg Ave Cincinnati, OH 45209

    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 0 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:05/03/2023

      Type:Customer Service Issues
      Status:
      Answered
      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 the past of visiting this location, I was never stopped by anyone.  When I walked into Planet Fitness I was not stopped to be made aware that their classic card was not valid at all the places inside of Planet Fitness. On May 1, I went to scan my phone, it was a few times before this incident happened that I visited this Planet Fitness, when a White male, young, looked at the computer, covered the scanner and said very loudly that I am not allowed to work out at this gym. I asked him to lower his voice and explain it to me. He continued to attack me verbally and was combative, passive aggressive, and fast talking. Instead of giving me options about this, he continued to be boisterous and tell me I can't work out at this gym. He cancelled my membership and I did not ask him to cancel my membership. Once I asked him about it, he ignored me. He was being very combative, the customer service was horrible. I asked if I get the black card would I be able to attend any Planet Fitness gym. He rolled his eyes when I asked about the black card and cancelled my membership. When I asked him how he was able to do this, he ignored me.  I never asked him to cancel my membership. The manager said he was only doing his job and I said it was not his job to attack me. I want him to be fired and I want a refund.

      Business Response

      Date: 05/24/2023

      I'm very surprised this happened and would like to express my deepest apologies on behalf of Planet Fitness in Ballwin, MO. I would also like to know who the customer was talking to during this incident. 

    • Initial Complaint

      Date:03/22/2023

      Type:Product 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've been a member of Planet Fitness for over a year. In early February, I joined ************* which provides access to local gyms, including Planet Fitness. I talked to the Manager at Planet Fitness in early February, and had them implement my ************ membership, cancel my reoccurring charges.On February 17th, after I transferred to ************* I received a bill for the next month's service. On March 17th, 2023, I was charged for another month's fee. I stopped by the ******* Planet Fitness, and talked to the person at the counter. She said that she will fill out a request for refund, but doesn't know if it will be approved. She didn't know why I was charged in March again.

    Planet Fitness is NOT a BBB Accredited Business.

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