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:11/27/2022

  Type:Service or Repair 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 signed up for planet fitness; An account for my partner *************************** and one for myself. I signed up for the Black Card for both of us. The start up fee was supposed to be reduced and we were supposed to receive a free fitness tracker for each account, meaning two. Insread I was charged $30 twice and not advised of the advertised price, until my partner Crysfal found it online. ******* reached out & was advised we signed up on 11/5 prior to the date. I sinned up and was charged on 11/7; Meaning Planet Fitness is doing false advertisements. Also, most importantly I was charged on 11/21 7 times $25.05. I was charged a total of $175.35. I contacted them on 11/25 and was advised they accidentally charged me for December 2022. I advised them that I was charged 7 times and that if that was the case I would see two charges of $25.05; which is still illegal since they are charging me prior to my due date on 12/7, and way more than $50.10. They have not refunded me and I have not received a call from the franchise manager or owner. I am reporting this to the attorney general and also Planet Fitness corp office. This is the second time they have done this to me. ******* was charged over $600 in facicohs charges and was told she would get a refund and never was refunded for the location on *********. this has to stop. I am a single father of two children and Crysfal a single mother of 3; which is why we can only afford Planet Firness to keep in shape. I want a refund for the 7 charges of $25.05 plus damages . I couldnt but a Christmas tree after thanksgiving. They took that tradition from my family by stealing my money! Maybe they could make up for that with a full refund if the false advertisement of the two charges of $30 on 11/7 and the 7 charges of $25.05 a tree and a stand and lights which is what they took my tradition of the day after Christmas putting up the tree! I am so angry they are doing this to their community and have never once refunded the amount to ******* nor me.

  Business Response

  Date: 12/13/2022

  Hello *************************** and *******************************:

   

  Due to the inability to communicate without extreme hostility or threat of violence we have banned this member from the salem location to include all Bravofit franchise Clubs.  Our team does not feel safe interacting with the guest and no longer wish to continue conversations.  Upon further investigation we have discovered multiple memberships opened by the customer around Salem, *********, and *********.  We have addressed our franchise membership to include a refunded all membership paid for at our Salem location.  They have opened memberships all over portland that are not a part of our franchise group.  While we have taken care of our portion of the dispute it does not satisfy the 2 other additional memberships they opened at multiple locations.  This is a pattern for this member and made the decision to not allow them back into our Franchise again.  All accounts within our franchise group have been closed and refunded.  We do not understand why they continue to open accounts where ever they go as the Black Card they have allows them to work out at any of our **** locations nationwide.  This was explained to them when they signed up.  We have attached to proof of their account being cancelled to this document and the communication to them as well.  

  We apologize for the confusion on our part in trying to resolve this issue.  This case is closed and refund from our franchise only is being refunded back to the account in 7 - 10 business days.  

  Thank you for your time and patience.  
  

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

  Region Manager, Bravo Fit.  

• Initial Complaint

  Date:11/22/2022

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  In Dec of 2021 I signed up for what I thought was a guest pass at the Planet Fitness in ********* ****** that was apparently a monthly membership. I went back to college and after I saw another months of dues I called to cancel; I was told they needed it in writhing so I wrote a letter. I tried to call again and no one called me back. The next time I was home I went in to the planet fitness location and tried to cancel. Conveniently, the person I needed to talk to was not in. I called again several times and received no call back. This has now been going on for almost a year. I am a busy, working college student and I am being taken advantage of by Planet Fitness!

  Business Response

  Date: 12/12/2022

  Dear Planet Fitness Member
  
  We are in receipt of your Better Business Bureau letter wishing to cancel your membership with Planet fitness on December 12, 2022.  Effective immediately, we have cancelled your membership and will no longer continue to be billed.  You should have received notification sent to the email on file that your account has been cancelled.   

  
  Unfortunately, we bill all members between the 10th and the 17th of each month.  While your account *** still be charged for the December dues, you will see a credit of $10 back to the account on file within 7 to 10 business days. 

  
  In order to cancel your membership, you must send a certified letter that you wished to cancel your membership.  The second option was to come in and cancel your membership at the club you opened it up at.    I am going to take your letter from the BBB as confirmation of your wish to cancel your membership. 
  We apologize for any inconvenience you have had and wish you good health in your fitness journey.

  
  Thank you,
  *****************
  Region Manager

  Customer Answer

  Date: 12/19/2022

   
  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

  Date:11/18/2022

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  Business took an annual fee from my bank account after cancellation of membership, in violation of their cancel anytime promise

  Business Response

  Date: 11/28/2022

  We have reviewed the cancellation request by *****************. The agreement does state to avoid the annual dues, you will need to cancel prior to the 25th of the previous month. ***************** cancelled on the 30th of Sept. which did not stop the payment from coming out for the annual date of Oct 1st. As membership needed to be cancelled by 9.25.22 by the member.

  But do to an error by the staff on the actual cancellation document it states that the last billing date was 9.17.22, which in fact should have read 10.1.22 (annual dues date) So for that reason I am refunding ********************* annual dues of $39.  This will take **** working days. 

  Customer Answer

  Date: 12/09/2022

   
  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

  Date:11/01/2022

  Type:Service or Repair 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 was charged a fee for both of our accounts that I was never informed of. When I contacted the Bend location and spoke to the manager he openly admitted that the form that we were suppose to be shown and explained about the fees wasn't done on our account but that all he can do is give us some vouchers to use the hydro massage table. He also asked us the next time we are in we should e sign said form so they have it on file. When we signed up originally in September we were rushed through the sign up process and told that it would be $1 to start and then $10 a month there after never was a mention of a yearly enrollment fee.They never provided me with an copy of the contract, physical or electronic, either even though according to the manager both the contract and the form should have been sent to our email and he admitted that they had not been sent to us. He claimed that he and the other manager just took over last month because of poor managing and inadequate employee training and this was his excuse for us being uninformed properly of all the fees.

  Business Response

  Date: 11/07/2022

  The manager called and spoke with the member, letting them know we will be refunding the $39 on both memberships. (within **** working days) Apologized for mis communication in this situation.

  I have also attached a copy of the agreement stating there is a $39 annual fee every year. They will be charged the annual fee next year on the 1st of Nov. 2023. 

• Initial Complaint

  Date:08/30/2022

  Type:Order 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.

  They would not accommodate the fact that i was not able to write a physical letter or come in person to cancel my membership due to my disabilities and they refused to refund me for the time that it took for me to be healthy enough to come in. This is a violation of my *** rights which is not the first time they have violated them which is the reason for me cancelling my membership in the first place and the refusal for a refund only proves their discrimination

  Customer Answer

  Date: 08/29/2022

  Address of physical location I had to go to is 
  2787 ***************************************************. Corporate address unknown 

  Business Response

  Date: 09/09/2022

  The signed agreement by the member states that the cancellation needs to be done either in person or by a letter. See the members attached agreement. 

  It also states the following: 

   3. Membership
  A) General: Your membership permits you to use certain of Planet Fitness premises, facilities, equipment, digital content, and services. You
  are required to pay the dues and fees required by this agreement even
  if you do not use the facilities, equipment, digital content, or services
  made available to you. Your access and right to use Planet Fitness

  On the 25th of August member had called the club and was informed the process to cancel her membership. Per notes in her file, she then came in within 45 mins to cancel her membership. The GM/AM determined there would be no refund (per the agreement)

  Customer Answer

  Date: 09/13/2022

   
  Complaint: 17788569
  
  I am rejecting this response because as I have already stated it was impossible for me to cancel it in July due to my being unable to write and unable to appear in person until the end of August. I had called previously in July to ask for an accommodation and was told to get over it. As such the contract was void due to failure to accommodate under the **** Therefore, the contract was terminated in  July due to the failure to provide an accommodation, such as cancelling it over the phone or pausing payments until I was capable of coming into the premises. A refund is the bare minimum you can do for violating ADA **************************************************************

• Initial Complaint

  Date:07/22/2022

  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 stopped going to Planet Fitness 2 years ago because I have preexisting conditions and have been warned by my DR. ** cancel my Gym membership because I was Severely Immunocompromised. I called them multiple times to stop charging my account, it's causing me Financial Hardships. They told me I had to come into the Gym to Cancel. I was charged for 2 years without services rendered

  Business Response

  Date: 08/15/2022

  We have cancelled her membership.  However, the signed contract states that to cancel the monthly membership, the member can do one of the following by the 10th of each month (see attachment):

  1)  bring written notification to the club in person

  2)  send a certified letter postmarked by the 10th indicating they want to cancel their membership.

  We last counseled the member by phone on this process on 10/21/21.  We even offered to come out to her car if she did not want to come in, or she sent a proxy with the letter, although our requirement is certified mail (notes attached).

  thanks,

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

• Initial Complaint

  Date:07/16/2022

  Type:Order Issues
  Status:

  UnansweredMore 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 had a membership with them, at their ********* location on ************* forget the name of the membership plan but it was the upper tier. I was on a yearly contracted plan that was charged monthly, which then was continued monthly after that year ended. My initial plan was purchased in Spring of 2019, and would have ended in Spring of 2020. After that I continued with my month by month membership until August of 2020, not renewing my yearly contract because I knew I was moving in August to a place with a gym. I canceled my membership in person at a date in August, so that my membership would end with the end of the month. I would have to go back and look, but I could give a 2-3 day period for the date in which it would have been canceled, as it was prior to the date I moved. I was going on a trip and moving immediately after I got back, so I canceled my membership right before I left for my trip. As I said I could provide a set range for thee date, I would just have to sort through some things to figure that range out. I had canceled my membership in-person at the front desk, and signed to do so and everything. I remember this specifically because I was also purchasing a protein shake, and had to sign for that as well, and which didn't process correctly, therefore necessitating I re-sign for it; the amount of times I had to sign for something prompting the worker to jokingly apologize in good-humour. Regardless of my cancellation, my membership has been continued to be charged, and still is being charged, at a rate of ~$20 a month.