ComplaintsforPlanet Fitness

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Planet Fitness has been charging me $15 for a late fee. My plan is only $10 a month. The *** they were using rejected my bank account. I talked to my bank and they said it was not their issue as there were funds in my account at the time ********************** tried to AUTODRAFT my account. They fraudulently took $15 a month totaling $330 for the duration of my membership. I request a refund immediately. I have paperwork to prove the funds were in my account and they fraudulently took more money out.

• Initial Complaint

  07/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I cancelled my membership with this gym more than 7 months ago and they have continued to double charge me and randomly charge other things in my account, I have attempted to reach out multiple times and gotten no response, no return calls, nothing. I want my card to stop being charged immediately and I demand a refund for all of these charges since January being that I have not stepped foot into the gym after I cancelled my membership.

  Business response

  08/06/2024

  Called member and spoke to them over the phone at 3:45pm. I apologized to her for the inconvenience and let her know we validated her claim and have cancelled her membership and refunded the amount requested.

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am filing a formal complaint against Planet Fitness regarding an incident of assault and property damage that occurred at their *********** location in *******, **. Below is a detailed summary of the events:**Incident Summary:**- On December 28th, 2023, I was verbally and physically assaulted by a Planet Fitness employee named ******* at the *********** location.- *******'s actions resulted in a wrist injury, which I am currently treating with medical professionals.- During the altercation, my iPhone 12 Pro, which was in mint condition and purchased new, was forcibly broken by *******.**Response from Planet Fitness:**- Following the incident, I promptly reported the matter to the gym's management, including the district manager, ****.- Despite my repeated attempts to seek resolution, the response from Planet Fitness has been inadequate and unsatisfactory.- The district manager directed me to contact the legal department, where I was offered a $500 check or the option to purchase a replacement iPhone 12 Pro myself and submit a receipt for reimbursement.**Financial Hardship:**- I want to emphasize that I am not financially able to purchase a replacement iPhone 12 Pro, as I do not have $1,933.10 available.- Apple no longer manufactures the iPhone 12 Pro, which was the top of the line model with the most memory available at the time of purchase.- The equivalent replacement today would be the iPhone 15 Pro with 1TB memory, which is priced at $1,933.10.**Medical Issues and Stress:**- I have been dealing with ongoing medical issues, and the stress caused by this incident and the lack of resolution is exacerbating my condition.- Resolving this matter promptly is crucial for my well-being, and I urgently need closure on this distressing situation.**Legal Action Consideration:**- I have consulted with legal counsel and am prepared to pursue further action if necessary.

  Business response

  07/18/2024

  The member in question was provided with options at the time of incident to rectify this situation. The member declined the options. We then let him know that if he needed to seek any further correspondence, he could communicate directly with our Legal team. We provided that Legal team contact information.

• Initial Complaint

  03/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was a member of the gym for approximately one year, and went in to the location on February 10th to cancel my membership. The employee was having trouble and said that he had never seen this happen before, but my account never "synced". He told me the ** would have to cancel it tomorrow, and when he did, I would get a cancellation email. I waited 3 days, and did not get anything, so I called again. I was told that the account was still not cancelled, and was told they would reach out to the region regarding it. On Feb. 21st, I was charged $26.86. I called, and was told that the old ** quit and must have forgotten to cancel my membership, but the new ** would do it that day and give me a refund, and they would call me back tomorrow to confirm this. I did not hear back, so I called them. I expressed my concern because March is an annual payment month, plus a monthly payment, and they had already taken a month out of my bank account when they should not have, and it was not authorized, as I cancelled a month ago.The ** called me back and left a voicemail saying that my cancellation was waiting on the "back line" and that he would refund me if I got charged. I still have not received the refund from February's payment, and have now gotten another $52.46 charge to my account for the annual fee. I am now waiting on 2 refunds for almost $80. I have had a total of 13 phone calls with this location in addition to the initial in person cancellation over 3 weeks, have been charged twice, still not given a refund, and still have not received a confirmation of cancellation.

  Business response

  03/07/2024

  Good ************************************** Manager of this club has stated he has attempted to reach out via phone today but was unsuccessful. The manager stated he did leave a voicemail with call back info, as well as put in for a refund. 

   

  If you have any question, please give the club a call at your earliest convenience!

   

  Have a great day

• Initial Complaint

  02/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The company was charging my bank account. I cancel my registration with them since i was not using the gym anymore. they were still charging to my bank so I block the charge to my bank. somehow they found the way to charge my credit card that I never provide, so not only stole my identity but charge without permission to my credit card. So I would like my money, stop any further charge, I have reported to my credit card, and something needs to be done to them. I need a letter that they will not charge my credit card anymore or any other credit card that belongs to me or any of my family, if they find my information and charge me like this, they will do it with my daughter as well. They need to prove that I provide my credit card in person for them to charge. I do remember they told me no credit card was allow only bank information. Need help asap, If I need to go to the police I will go, I will report them where ever I need to, just tell me what to do. Thank you for your help in this matter and previously help on your behalf

  Business response

  02/27/2024

  Good ************************************** manager of the location attempted to call but did not have any luck.

  At your earliest convenience, please call the club at ************ to speak with the Club Manager regarding your account.

   

   

  Thank you!

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I thought this account was closed I have not been years. I did what they said and transferred my membership location from ******** to ******* to cancel when I moved to **. As you can see from my license Im not in ** and still they are trying to charge me. I went to the ********* location just to cancel they told me to go to ******* I did that they said they would take care of it. So much back and forth trying to get this credited and canceled. I want this account closed and the fees backdated to my last checkin in 2022 in ****** ******** as you can see I have no check-ins in over a year why wont they cancel this account. They are charging me all these late fees and monthly fees and I dont use their gym Im back in ******** I dont even live in ******* anymore. I uploaded my drivers lic to prove Im not in **.

  Business response

  01/30/2024

  Good morning,

  After reviewing the membership we see that since she has signed up she has only payed for the months of 4/17/23, 8/17/23, 2/17/23, and made two other payments at the club. In her club account balance is ****** in months due. We will be waving the fees that are owed in her club account balance and process a refund for the 3 months that were automatically billed to her account. We will also be processing a cancel for this account today and a confirmation email will be send to the member.

  Customer response

  01/31/2024

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

• Initial Complaint

  12/31/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was billed for planet fitness without agreeing of renewing or signing another contract. I emailed the general manager with no response provided to my email. I am still also being billed after canceling over the phone so I will not be charged again, and was told once again I will be receiving an email. My monthly bill is $10.89 with a onetime annual fee of $30.89. This has been going on since COVID-19, unfortunately I was unaware. from 2020-2023 I have $452.02 lost in wages. I spoke with an individual at the gym via telephone who confirmed that they are unsure why payment was resumed then reported a change in payment which was never the case.

  Business response

  01/18/2024

  Hello, 

  We have contacted the member and provided her with the agreement signed upon joining which provides our cancellation policy. We went ahead and cancelled the account, we also provided her with a copy of her cancellation document. Member provided with a refund from 1/17/2023 - 1/17/2024 as a courtesy for the inconvenience caused in this matter. 

• Initial Complaint

  12/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  Discriminatory practices going way beyond just poor customer service from this location, fraudulently charged to credit card and other issues... Customer has attempted contact by ***************** and other supposed representatives of this business customer can see why *************************** went out of her way to convey an arrogant disinterest, ******** already knowing that the company has given special allowances at the customer's expense and that the accountability process if it did exist has no viable enforces or contacts.... This is only a preliminary stage in the process for the customer. *************************** went out the way to display against the customer the special traits of malingering allowed from the planet fitness company... customer needs the deliberate overcharges returned refunded, an explanation as to why purposeful discrimination is allowed from this location?

  Business response

  12/15/2023

  Good Morning,

   

  We have attempted to make contact with this guest again and the phone number provided is no longer in service. 

  Customer response

  12/15/2023

   
  Complaint: 20996828
  
  I am rejecting this response because:

  Planet Fitness has had numerous notices from me from the very first time of the initial notifications all the way from July until today's date of December none of their representatives have tried to contact me.. and in keeping with ********************************************* rational for petulance and apathy, it is in fact correct that the former customer has not been contacted by any ********************** supervisors or corporate Representatives even though numerous attempts have been tried, ********************* and others have intentionally listed false mailing addresses on the company's own website I think this is one of the reasons why ******************* felt so confident in blatant violations of ethics and prolicy... Once again these are only the preliminary procedures for refund from the customer from the customer...

   

  Sincerely,
  
  Menndek Cushe

  Business response

  12/19/2023

  Good Afternoon,

   

  We have made an attempt to contact this member at the phone number listed again.  We have attempted to call at 11:44am and the phone number disconnected. 

  Customer response

  12/22/2023

   
  Complaint: 20996828
  
  I am rejecting this response because: customer has left new number of ************ previously, it is a valid number, company is but malingering when it says it has attempted contact, company also has customer's email and has not attempted contact via that as well..
  
  Sincerely,
  
  Menndek Cushe

• Initial Complaint

  09/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This business planet fitness is refusing to cancel my membership. I was roped in by a sketchy promotion and even though it was sketchy I went through with the membership, saying I can. Angel at anytime and here I am trying to cancel and they won’t allow me to cancel but keeps trying to bill me. I even went as far as closing the checking account it came from. Please help , I have Ben in to location and made several phone calls and nothing.

  Business response

  10/12/2023

  This report has been addressed. Ms ********** membership has been cancelled out since 9/11/23. Her claims is she wanted the balance from 8/17/23 to be waived off and the account cancelled. As of this email the membership had been cancelled out for 10 days and her balance is still pending until she clears it up.

  Customer response

  10/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I was never informed of any balance on the account. I was only told that I have to come in person to close account and that’s all. Every month, it was attempted for $10 out of my account and there were never any other charges attempted other than the $10 monthly fee. This offer/promotion was to include personal training and the personal trainer was never available to satisfy the promotion. It was a whole sham from the beginning.
  
  Sincerely,
  
  ***** *******

  Business response

  10/23/2023

  At this time we cannot refund the requested monthly to Ms ******* due to the outstanding balance on her account for multiple months. There are six months and an annual fee plus applicable return fees totaling $184.14. I have attempted multiple times to reach Ms ******* to disscuss a reducing of the balance but have been unsuccessful.

• Initial Complaint

  07/05/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I cancelled mine and my wife’s planet fitness account at the same time, two years ago. My account, for some unknown reason, did not get cancelled properly. Planet Fitness has taken money out of my account for two years while my membership was cancelled. I returned in person and they said I need to send a certified letter. I did that and then they told me I had an owed balance of $68 that needed to be paid in person. Once that was paid, I could cancel the membership. This is mind blowing to me because I cancelled this member two years ago. I returned to the store and now I owed supposedly $93.13, but they were not able to provide any explanation on what these charges were for. I paid this to just make this end. They then go to cancel my account and say my account is “inactive” and they cannot cancel the account. The employees were unable to provide me any explanation on how to resolve this. I again stated I did not give planet fitness any permission to withdrawal funds from my account and was told “the local club has no control over that”. They sent me away with no explanation, another $93 charge, and again my account not cancelled.

*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. ↩