ComplaintsforPlanet Fitness (Headquarters)

• Initial Complaint

  07/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been trying to cancel my planet fitness membership and I have not been successful. I have had a membership for over a year but only use it during the summer when teens can attend for free. My teens signed up for their free membership May 2024 and selected the *************** location as the home gym. We attempted to go to the gym and it was closed for renovations. The gym doesn't have many locations so any other location would be inconvenient. I then tried calling the location number for instructions on the voicemail. The calls went to a voicemail that eventually became full but I never received a return call. I sent an email asking to cancel my membership and received a response saying I need to do it at the home location. I sent an email again explaining I can not cancel at the home location because it is closed. Evidently the responses are automated because I received the same email again which let me know no one is actually reading the messages. I want my membership canceled effective immediately and I want a refund of the fees incurred May-July ($125.23 which is ***** per month for 3 months and 49 annual fee) as I have been unable to use the membership as intended. Thank you

  Business response

  07/17/2024

  I spoke to this member and we are going to issue them a refund. 

  Customer response

  07/17/2024

   
  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

  05/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been charged for a monthly memebership fee by a Planet Fitness store/location in ************, ** when T reside and live in the ************, ** near *******, **. The Planet Fitness location ***************************************** is where I have contractually joined and attend for $26.99 monthly charge and a $42.79 Annual fee billed on Dec 1st every year. I have included those confirmtatin email and contracts from the **********************************. I am not sure how my billing information was compromised and a gym in another city and state has been billing me for the last 18 months various charges monthly as a member. I have since called the ************, SC location and they could not expain why I was being charge as they had not contract on file for me but assured they would cancel the memebrship and could only refund me 3 months . I would like all funds billed refunded to me for a total of $278.05 excluding the 3 months billed and processed for refund on 5/23/24. totaling $80.90 from the ************ location. Those amounts are highlighted in green on my documentation. I have enclosed a copy of my USAA banking transactions of all Planet Fitness charges posted from March 2023 to present. Thanks for any assitance you can give in this matter, ***************************-Speed

  Business response

  06/03/2024

  Good Afternoon,

  After looking through our *** platform, it shows this member signed up online on the same date that they signed another club, leading us to believe this was an error. As a courtesy, we will refund this member the requested amount of $278.05. This has been processed through *** as a return to the original payment method.

  Thank you,

  *************************

   

   

• Initial Complaint

  05/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Signed up for the gym November 2022. Haven't been since May 2023. Just realized my contract auto renewed in December and I have been getting charged. I called 5/22/24 and spoke to **** who says I cannot wipe my balance and start fresh even though I haven't been there in a year. Even though I'm not able to use the gym due to the balance, I'm getting charged monthly for use of the gym.

  Customer response

  05/23/2024

  770 Lighthouse Dr

  
  

  Barnegat, NJ 08005

  
  

  *************

  Business response

  05/31/2024

  Hello,

   

  I spoke with the member.  We did discuss the balance on his account.  We did come to an agreement to refund the annual fee plus 2 months and freeze his membership for 4 months.  We met half way, and the member was pleased with the outcome.

   

  Thank you,

  *****

  Customer response

  06/03/2024

   
  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

  05/17/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  May 2024 Good Evening,My son minor child signed up for a membership in **** ****** Florida at Planet Fitness.Two policies were broke; they allowed a minor to sign up without checking his ID, in fact when I called the gym, they said they never check IDs other than to ensure the person is who they say they are. His birthdate is directly to the right of that in red.2: They sold him a black membership in which you must be 18 years old. He took his 16 year old girlfriend every time. Neither had parent permission. They entered j to a contract with a 17 year old without parental consent even though their policy requires it.I have contacted *****************************, the regional manager via email because he wont give me a phone number. He had said multiple times he will call me in which he doesnt. He refuses to give me his supervisors information. My son was never informed that we would be charged $49 month 2. I have been trying to get his membership changed to our city in ******** for 2 weeks. Every time I call, a young lady has told me she does not know how to change location and I had to call back. Today a gentleman was there that I could change the membership to Battle Creek MI. Now we can go cancel it. However, This would never have happened if your employees were trained correctly and a) told us about the fee and had us sign something and b) every employee knew how to transfer gyms so we couldve canceled two weeks ago.

• Initial Complaint

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I email Planet Fitness on 04/21/2024 regarding a billing issue.As of today, I have received a response. THIS IS MY SECOND TIME DEALING WITH THIS ISSUE I signed a contract on 11/15/2020 for $20.05 (***** w/out tax) for the Black Card Membership. This contract states that my membership fees NEVER change. But somehow it did. Another contract was placed on my account on 04/21/2022 FOR THE SAME MEMBERSHIP! I NEVER SIGNED OR AGREED TO THIS CONTRACT. NOW MY MEMBERSHIP FEES ARE $25.41 ($24.99 W/OUT TAX). I reached out to Planet Fitness regarding these issues on 03/15/2023 for the same issues. THE **** WAS ADJUSTED BUT NOW I AM HAVING TO DEAL WITH THE SAME ISSUE AGAIN! WHY? WHY WOULD ANYONE PAY MORE FOR THE SAME EXACT MEMBERSHIP! IT DOES NOT MAKE SENSE! I WOULD LIKE TO HAVE THIS ISSUE RESOLVED WITHOUT ME HAVING TO CONTINUE TO CONTACT PLANET FITNESS REGARDING MY ****. MY **** IS $***** BASED ON THE ORIGINAL CONTRACT.

  Customer response

  06/11/2024

  Hello.

  
  

  The regional manager contacted me on 06/03/2024. He adjusted my rate. Thank you for your assistance. 

• Initial Complaint

  05/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  membership cancelled Aug 25th 2020 Bank notified and stop payment on ACH paid Planet Fitness admits they continued to bill debit card called corporate spoke to ******* Called NH and spke to *************** Called NY spoke to *** Called NY and spoke to ***************************************** Hauppauge NY made a offer of $ 302 againt over $ 950 taken.

  Business response

  05/20/2024

   After investigating their complaint, this member canceled an account for their spouse in 2020 at the ******** location. The following year **** created a new account at ********* to which ******** was not aware of. We soon realized that they never canceled the new account, and we explained why a refund was not eligible because they never made an attempt to cancel the new membership until recently. While my CM and I spoke with both parties on the phone they admitted that they canceled the Coliseum one in person but never came to ********** 

  Customer response

  05/20/2024

   
  Complaint: 21678773
  
  I do not accept the business's response as a resolution to my complaint because: this is a major misstatement of the facts.

  We wentt to the ********* location first and they advised we must cancel in *************.

  To safeguard ourselves from this business from unwanted charges we reached  out to ********** and paid to stop ACH transactions.
  

  Planet Fitness uses a disguise billing under *** Which should be illegal so you he bank does not see it as Planet Fitness. 
  From a ****** search

  Per Benzinga, cancelling a Planet Fitness membership is notoriously difficult. In a report from January of 2023,

  Planet Fitness was like another child for me. And I put my heart and soul into building that company and it's been pretty much destroyed in, you know, it's lost all respect within the country within the last couple of weeks," ******** said. "There's no common sense behind it."
  
  The business is suffering from loss of clients and obviously their good will and customer service is lacking from our perspective. 

  
  What company would charge for zero services rendered? 

  Sincerely,
  

  
  ***************************

• Initial Complaint

  05/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called back in March to cancel my membership before moving and was told I need to come in person to do that. I went in person towards the end of March to cancel my membership before I was charged again. They told me it was cancelled, I signed their signature pad and they told me it was done. Beginning of April, they tried to charge me again. I had already moved so I sent an email saying there was no way I was driving 4+ hours just to cancel a gym membership that I had already cancelled in person, and they needed to stop attempting to charge me for a gym membership I no longer have according to them. I assumed it was handled because I never heard back from them, never got a call or email. They tried to charge me again at the end of April, so I sent yet another email detailing that I wont be driving up there and they need to cancel my membership and wipe the charges that I shouldnt have because it was cancelled and I wasnt using their services anymore. They sent me an email back this morning just stating that I need to come in person, and then proceeded to try to charge my card 5 different times with 4 different amounts. This is illegal and a scam/fraud. If Ive cancelled my membership in person, they cant continue to keep me as a customer and try to charge me when I already did what I was supposed to do back when I was living in that state. I tried reaching out to their customer service line at ********** and was told they only operate Mon-Thurs 8am-4pm (today is Friday). It should never be this hard to cancel a membership and they cant make their customers jump through hoops to cancel. Im not the only one thats had this problem based on some research I did on their company.

  Business response

  05/13/2024

  Good Morning,

  We will give her a partial refund as we have no record of her cancelation on file with us/nor signature. 

  Will be refunded in 10/14 business days.

  Thank You,

  ************************;

  Regional Manager 

• Initial Complaint

  05/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This gym took out almost $140 in one shot when I canceled the membership and offered to make payments when that money was for important medication. I changed my account information and I have been trying to fight to get my money back for a membership I never used once! To think people have money to take like that and then fight to get whats rightfully yours is ridiculous and theyre still trying to take money out for the monthly membership fee! Regional manager ************************* and the two managers ********** and ***. How doesnt a place have a corporate contact number so people have to go through all this to get their money back!! Un real I want the $136 they took out and for them to stop trying to withdraw money!

  Customer response

  05/02/2024

  The address to the planet fitness Im filing a complaint against is ****************************************************;

  Business response

  05/29/2024

  Good Morning, 

  I've included the invoice history and contract for this member. As noted in the invoices, ************ did not make a payment towards her membership. Each time the autodraft attempted to pull the automated payment, it was returned for insufficient funds. In the contract, it states that if there is an unpaid club balance, the secondary billing information on file will be used to try to collect payment. ************ had a club balance of $136 and the system automatically drafted a payment to attempt to bring her account current. We are unable to reverse or prevent the autodrafting from happening - it occurs systemwide for all Planet Fitness memberships that have an overdue balance within the last 90 days. ************ spoke with the Assistant Manager and Club Manager at her home club, and they explained the policy. ************ wanted to hear it again from someone higher up to confirm. I attempted to reach ************ via phone multiple times to reiterate the policy but was unsuccessful, as her voicemail inbox is full and she didn't answer any of my calls. We were unable to refund the amount, as it was a balance owed for the account. Please let me know if you have any additional questions.

• Initial Complaint

  04/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Planet Fitness says I owe them $200 dollars for fees that I am uncertain what for. Like they charging me for fees during lockdown?Within the last week I was charged $11.30 two times to which now I have $100.00 worth of NSF fees as their monthly charge didn't come out of my account on the date it was supposed to. I am unable to go into the club to speak with someone. I have tried emailing my home club to try and cancel. They called me saying that $200.00. No explanation. I am beyond upset and would just like to be done with them.

  Customer response

  04/29/2024

   *********************

   *******, ON

  M6H 2A6 

  Business response

  05/22/2024

  Member was called on 5/22/24 @ 9:45am and unable to be reached. 

  Account shows a balance of $227.41. Below is the breakdown
  11/17/24 $11.30 Monthly Dues
  12/03/21 $10 Late Fee
  1/1/22 $44.07 Annual Fee
  5/17/22 $11.30 Monthly Dues
  6/2/22 $10 Late Fee
  1/1/23 $44.07 Annual Fee
  6/17/23 $11.30 Monthly Dues
  1/1/24 $44.07 Annual Fee
  1/7/24 $10 Late Fee
  1/23/24 $10 Late Fee
  4/17/23 $11.30 Monthly Dues
  4/23/24 $10 Late Fee

  In regards to inquiry if they were billed while the facility was closed due to Covid-19 restrictions-- they were not billed during the dates below
  4/1/2020-7/17/2020 
  10/17/2020-6/17/2021

  Attached invoices from initial sign up to date that is in alignment with the mentioned balance dates and amounts as well non-billing months during Covid-19 lockdown.
  Attached signed agreement that outlines payments will be on or around applicable payment dates. 
  We are willing to waive the late fees bringing the balance down to $177.41. This can be paid in club and member can then cancel by June 10, 2024 to not be billed for the next payment cycle. 

  Customer response

  05/23/2024

   
  Complaint: 21637623
  
  I do not accept the business's response as a resolution to my complaint because: 

  I have tried corresponding for almost a year regarding this matter. I have tried to close this account down as well.  Taking late charges away is not enough. It took forever for a person from PF ti even contact me. I literally had to report before a response was even received.  

  
  Sincerely,
  
  *********************************

  Business response

  05/28/2024

  Member was attempted to be contacted via phone on 5/28 @ 9:51a and was unable to be reached.

  With the exception of 4/17 dues, all outstanding payments were greater than 90 days. We have decided to waive the balance therefore there is now $0 owing. All transactions and dates were warranted as they are in alignment with the individuals agreement and there will not be a refund issued. NSF fee's can be taken up with the bank as we did not process those charges. If member wishes to cancel, they can do so in person, by mail and online no later than June 10th to avoid the next billing cycle. 

  Customer response

  06/03/2024

   
  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

  04/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Planet Fitness- Complaint about Unprofessional Behavior and Discrimination by Gym Manager I am writing to express my extreme disappointment and frustration with the unprofessional behavior and discrimination I experienced at Planet Fitness in ********, **, at the hands of the gym manager, ****. On 4/23/24, I visited the gym with my two teenage kids and was met by the manager with unacceptable behavior. - Threatened with cancellation of my membership - Referred to in a derogatory manner as "mumbling" - Treated with disrespect and disdain - called my son and I sneaky - Called me a name with one of the gym members. I was shocked and hurt by this behavior, as I have always been a loyal and respectful member of the gym community. As gym members, we should be treated with respect. I would like you to take immediate action to address this situation. We go to the gym to relieve the daily stress, but today, more was added by an unprofessional member. If I do not receive a satisfactory response, I will feel compelled to share my negative experience with friends, family, and online review platforms. This could potentially harm the gym's reputation, which I'm sure you would want to avoid. Thank you for your attention to this matter.

  Customer response

  05/03/2024

  The manager of the planet fitness called me and apologized in behalf of his employee and promised me to fix the situation but nothing happened since then. I keep calling him and no answers. Not sure what would be my next step!! 

*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. ↩