Complaints

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:09/03/2024

  Type:Customer Service 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.

  8/29/24 I applied for a membership to this club and was told I would get an email on the membership requirements. I did receive the email and it asked for a credit card as well as my checking account number. I called them and told them I would bay cash or credit card but could not give them my checking account number because of security reasons. They said tough they would only accept the checking account or I would have to go else where. I am a member of the US Coast Guard Aux and they had a data breach and we were warned to be careful with releasing certain vendors. I also had a problem with a health club in another state that continued to charge my checking account with membership fees over a year after it expired. It is very difficult to get a bank to stop people taking from your account once you sign the authorization. Credit cards are different and the health clubs know this. Credit cards can stop the fraud with a phone call from it card holder. In the other case I had to sue in small claims court. I did win and the health club was ordered to pay me back with interest and court cost. The Judge was very upset with this club. So my complaint is Planet Fitness discriminates against potential members who don'y have a checking account or do not want to be exposed to fraud or risk of providing this sensitive information. There can be no other reason the club wants your checking account info but to make it easier for them to steal from you.

  Customer Answer

  Date: 09/03/2024

  Policy changes? i am asking to prepay a membership so they can't use my banking information to defraud me. It's a common practice for these health clubs to continue taking money out of members checking accounts without their permission and after memberships expire.Most victims won't pursue legal action or can't.Does the BBB condone this type of business practice?

  Business Response

  Date: 09/03/2024

  Good Afternoon,

  Yes, we require an Electronic Funds Transfer (EFT) through checking accounts for convenience: This allows us to be able to continue a membership without interruption or the hassle of updating payment information if the credit card(s) are lost/stolen, invalid or expired. While this policy is highly unlikely to change, We will forward this to the correct channels so the complaint is heard.

  Customer Answer

  Date: 09/04/2024

  
  Complaint: ********
  
  I am rejecting this response because: I am contacting the Ohio Attorney Generals office regarding this company. I looked at the Consumer Affairs website which has about 1,700 ratings for Planet Fitness of which 70% are negative. Many of negatives include  unauthorized charges on  peoples accounts beyond the terms of the agreements. I believe Planet Fitness is using peoples checking accounts to commit fraud on it's customers.
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 09/05/2024

  That's fine - Should be all good to close this case. 

  Customer Answer

  Date: 09/05/2024

  
  Complaint: ********
  
  I am rejecting this response because: Looks like They have been down the road with the AG's office. These guys won't be around long term, just takes time and more victims.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:11/21/2023

  Type:Billing 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 called to cancel my membership back in January and was told I needed to stop in. I stopped in and canceled witha tall young gentleman. I realize today that I am still being billed for the account monthly. I called the local club and he asked me to stop in. I’ve already done that and explained that to him. He said there’s nothing he can do because he can’t see the cancellation from January. he can only see that I have not been in since then. He said he will adjust it for a cancellation today but is not willing to refund my $275 from the last 11 months, plus an apparent annual fee. ****, the manager was very dismissive about the problem telling me I needed to prove the cancellation, but they did not need to.

  Business Response

  Date: 11/21/2023

  Hello, 

  Given the situation, we have cancelled the membership as a courtesy to the member. Unfortunately, since there is no evidence of a cancellation made in January of 2023, no refund can be issued. We consider this case closed at the club level and no further comments will be issued. 

  Customer Answer

  Date: 11/22/2023

  
  Complaint: ********
  
  I am rejecting this response because: when I cancelled they said they dont give you any documentation of cancellation. When I called the club to ask about this yesterday, the manager (**** I believe) again told me they do not give any documentation when canceling. There is no way to prove my cancellation because they do not provide anything however, the club cannot prove that I did not cancel my membership in January. Seems a little unfair to all members.
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 11/22/2023

  Hello again,

  When a member cancels a membership, the cancellation document is sent via email. I have attached the members cancellation document as well. 

  Customer Answer

  Date: 11/22/2023

  
  Complaint: ********
  
  I am rejecting this response because:if they had cancelled when the original request was made in January, this would not be an issue. Someone at there facility did not complete the cancellation when requested in January resulting in me, the customer, being charged in excess due to their negligence. Them producing a document today that their manager told me they could not produce yesterday is not helpful. I am requesting a full refund from the date they have in their system as being the last day I visited their club. 
  I know things happen and people make stakes but I should not be penalized for their employees mistake.
  
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:09/18/2023

  Type:Customer Service 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 renewed my PF membership in June of this year. In July I had emailed PF about late fees being tacked onto my account as I was not aware they had any late fees (so this must be a newer thing). I had stated if they were not going to remove this late fee that was on my account they needed to cancel my membership. They never responded. Yet, they have been continuously over drafting my account for months & racking up my PF bill. I haven't been to PF since June. I'm filing this complaint because they need to bring my PF account to good standing and they need to reimburse me back the money they've overdraft in my bank account. They also need to cancel my account. Again, I had emailed them & I will attach proof of that here. They did not respond. Therefore they need to take responsibility. I will be happy to provide all overdraft fees that have occurred from them to be reimbursed as well.

  Business Response

  Date: 09/18/2023

  [BBB Transcription via Email]

  Hello,
  
   
  
  Pertaining to case ********-*****, I have waived the members balance on their account of $177, and cancelled their membership as a courtesy to them.
  
  I also reached out to the member and left a voice mail letting them know that the account is cancelled and the balance has been taken care of.
  
  This matter has been resolved and is closed at the club level.

  Customer Answer

  Date: 09/18/2023

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

  I emailed PF back in JULY requesting a cancellation of membership. As seen, I have proof of time stamp when I emailed PF. They have continuously overdrafted my bank account resulting in fees I’ve had to pay to my institution. I want these refunded as again I have NOT been to PF since JUNE & I emailed them and THEY failed to respond. This complaint is not closed until they take care of that. This is $112 worth of overdraft fees. Maybe stop ripping people off and take some responsibility.

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

  Business Response

  Date: 09/19/2023

  [BBB Transcription via Email]

  Hello,
  
   
  
  Unfortunately, we do not do cancellations through email nor do we communicate via email directly with members. The cancellation policy is stated in the members agreement that they signed & agreed to at the time of sign up that there is only two ways to cancel a membership and that would be via certified mail or in person. Since this was not done, no refund can be given as the membership was not cancelled per the membership agreement. There was a balance on the membership of $177 from unpaid dues that was waived and the membership was cancelled as a courtesy to the member. No further comments on this case will be issued.  

  Customer Answer

  Date: 09/19/2023

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

  It’s stated that they cannot cancel membership through email yet they did just that. I did not appear in person nor receive any mail in regards to that. So, yes, memberships can be canceled via email as he just did so. Further, in the email HAD THEY RESPONDED they could have said you would need to show up in person to cancel and that would have been done. If they do not rectify the withdrawls I’ve received because I just received a PF withdrawl YESTERDAY which yet again overdrafted my account. I will go to the head of PF & I will also file fraud. I have proof of evidence that I did my due diligence by reaching out to PF in which they can provide ZERO evidence to where they responded to my email. It is part of their JOB specifically to respond to emails. So, no. I will not stop here. Again, they have overdrafted me $112 in bank fees. 

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

• Initial Complaint

  Date:06/27/2023

  Type:Billing 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.

  Back in March Planet fitness took $26 from my account I called them and they said it's my membership fee but I never even signed up. The were supposed to refund me and cancel it. Well then on June 20th they billed me again twice in one day first one was $26 and the other $150. I ended up going up there and he said he sees when I called billing back in March but they never cancelled my membership. He said he was going to cancel it and that he doesn't see them billing me for $150 and I showed him the transaction. I told him I needed my money refunded and he said he is unable to do that and that I would have to dispute it with my bank. So I called chime and disputed but that could take 90 days and no guarantee I'll even get it back. I am a single mom struggling. I have never even been to planet fitness besides me going there to resolve this problem. Please help me get my money back. Thank you

  Business Response

  Date: 07/28/2023

  Complaint #******** has been resolved and we consider this case closed at the club level.

   

  **** *******

  Club Manager