ComplaintsforPlanet Fitness

• Initial Complaint

  05/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to express my deep disappointment and frustration with the recent experience I had at your gym as a loyal member. As a Black member of your facility, I was subjected to unacceptable treatment that I believe was discriminatory and unfair. I arrived at the gym at 5 am on 5/24, excited to start my workout for the day. However, I encountered multiple issues that left me feeling unwelcome and disrespected. Firstly, I had difficulty scanning in at the entrance, which delayed my entry into the facility. When I approached the white associate on duty for assistance, I was told that my membership could not be verified using my phone number, despite providing it as requested. After finally being able to scan in, I was informed by the same white associate that there was a balance on my account. Shocked and confused, I inquired about the details of the balance, only to be met with a vague response that she did not know the amount. I explained that I would address the balance later at work and requested permission to proceed with my workout, to which she callously denied me access to the gym.What further exacerbated my frustration was learning after leaving the premises that another white member, who had not paid their membership dues for three months, was allowed to walk in without question or interruption. This blatant double standard and unequal treatment based on race is distressing and completely unacceptable.I am deeply troubled by the evident disparity in how Black members like myself are treated compared to white members at your establishment. Discrimination has no place in any environment, especially a space that purports to promote inclusivity and fitness for all. I am reaching out to you, as management, to request a thorough investigation into this incident and to address the discriminatory behavior that I experienced. I urge you to take immediate action to ensure that all members are treated fairly and equally, regardless of their race or background.

  Business response

  06/05/2024

  Planet Fitness strives to ensure all members are comfortable and welcomed into our facility each and every day. We have processes and procedures in place to duplicate this process for each member and guest that visits our facility.

  Planet Fitness requires each member to check in to the facility via an electronic scanner. Each member and guest (when applicable) have a unique barcode to identify them. This helps to create a smooth and easy flow to the check in process.

  Members who owe a balance are required to pay before using the facility. For members who are within our franchise group, we can help them within the same franchised location at POS. Members who are not within our franchise group, we do not have access to assist with their membership due them being classified as "remote check ins." However, every member regardless of franchise, has access to take care of their balance via an online portal. 

  We will continue to conduct our quality assurance measures to ensure each staff member continues to uphold our company's mission and core values.

• Initial Complaint

  03/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was in *******, ** for an extended stay. I joined a local Planet Fitness at this address:************************************************************************ ************** I left Belmont and went back to **********, **. I have attempted to cancel my membership online, but they do not allow that. I tried to call the Planet Fitness local club and the phone does not take messages or connect you with anyone live. I called the corporate office customer service and their voice mail system says they cannot cancel memberships at local Planet Fitness and to contact the local club. I am unable to get a hold of anyone to cancel my membership. I have tried this for the last 2 months.

  Business response

  04/09/2024

  We were able to perform a courtesy cancel for this member. We have tried to reach this member multiple times, but have not had success.

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Let manager know that the floor is damaged and been damaged for a while and asked if it could be fixed because I rode my ankle on it and she said that her maintenance man will go on an app and get someone to check it out and I laughed and said sounds like hes not a maintenance man And then later on I was working out and she came up to me and said to me if you hate Planet Fitness, why are you coming here and I said I dont I just like the places I go and I like I like it to be right and so when I went to leave, I asked her for her superiorss phone number and she got loud with me and rude and told me I couldnt have it and that my membership is canceled and I need to leave the facility She was very rude and disrespectful. Ive been going to that gym for over five years.

  Business response

  03/29/2024

  I was able to talk with *************************** regarding this complaint. This issue has been resolved.

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I went in in November 2023 and was kicked out. I was told my membership had been canceled since March 2023 however...I have bank statements proving I was charged multiple times all the way until November 2023 since i renewed the membership feb 2023 totaling in the amount requested below. I called them to explain the situation and was told I was wrong and there was nothing they could do about it. But my bank shows all the charges. I want all the months since March refunded including the 50 dollar renewal membership considering they said I'd been canceled since.

  Business response

  01/23/2024

  We did try to reach out to ***** via phone after this complaint was submitted. We wanted to make sure to do our due diligence to look at any avenue that would potentially lead to her still being charged. This would include things such as: having a duplicate account, signing up at a different franchise location, or financial co-signing for someone else's membership to name a few. 

  Given the information we have at our disposal from this complaint, we were not able to find any of those things for *****. ***** signed up for a membership on 6/14/2021 (See attached image). On 8/10/2023, it shows the account as being RFC (Return for collection) due to not being able to collect the membership fees.

  Customer response

  01/24/2024

   
  I am rejecting this response because:
  I called them on 4 occasions spoke to the manager the assistant manager and all repeatedly said it didn't matter that I had bank statements there was  nothing they could do to assist me. It took me putting this complaint in for them to even attempt to reach out to me because before hand I was not even listened to. The last manager I spoke to said there was nothing she could do so why would I answer her again when I offered to drive all the way from concord to Belmont to bring em in and she said it wouldn't make a difference...I find it disrespectful 

   

  Also I have payments being withdrawn since January but the website only let me upload what I uploaded. I can provide proof of payment all the way to november

• Initial Complaint

  02/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife was a current Black card member and she and I went to Planet Fitness Belmont to join at the regular $10 per month rate. The Planet Fitness worker double-charged my wife for her first month -- she was still a Black card member but was charged an extra $6-7 on top of that for the month of January.Then when we tried to work out, there were no machines available. All ***** machines, in use. Every bench in front of the dumbbells, taken. Most of the machines were also being utilized. We waited to use the calf machine and then literally left the gym in frustration. Later we talked it over and decided we didn't want to battle the crowds every time we worked out. So we went to cancel on February 12, five days before our February 17 renewal -- but they are now charging BOTH of us for an extra month because we didn't cancel a week ahead of time. Hey, Planet Fitness, it's 2023. It doesn't take a week to cancel a bank draft.When I complained to the assistant manager, she had zero interest in making things right, including the fact that my wife had been double-charged. She kept saying we'd signed a contract. Guess what, Planet Fitness? The contract is binding for you as well. It entitles me and my wife to utilize the gym equipment, which we were not able to do. Shady business practices, Planet Fitness. I'll never set foot in your business again. I'd like a refund of the $20 plus taxes and fees you are going to **** out of my bank account, and my wife's, three days from now. Since you're supposedly unable to stop it ahead of time.

*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. ↩