ComplaintsforPlanet Fitness

• Initial Complaint

  05/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went in September of 2022 and canceled my membership, they continued to charge me even after the fact until MArch of this year. They refuse to refund me, but they have documentation that I never used their facilities after the date I went in to end my membership

  Customer response

  05/10/2024

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

  

  Business response

  05/24/2024

  ***** came into the facility on 9/19/2022 at 11:49am. There were notes left from the visit that state "Member came in to cancel, explained to him that he has an overdue balance and that he wouldn't be able to open another account in the future. He kept being pushy about him not being in the gym for over a year, and he refused to sign the cancellation document; will keep being billed until cancelled. -cerena".
  Then, on 3/1/2023, ***** was contacted via phone called from our member services representatives about his past due balance on his account. According to the notes from that phone call "I contacted member in regard to acct. Member started to argue that I was not honoring email sent to him about his late fees. I explained member that I waived late fees and he had a balance for a missed month. Member then requested to speak with my manager because he felt like I was gaslighting him. I passed along the message to ****. -****** *************** Rep.)".
  Also on 3/01/2023, **** called ***** in regards to the issues from the previous notes. **** then notated in the account that  "I called member and explained that ****** did waive the late fees and an annual fee. He wanted his entire balance waived and wanted the membership cancelled. I attempted to explain how to cancel and he hung up the phone on me. No changes were made. **** (member services)". 
  On 3/27/2024, ***** came into the facility and properly cancelled with a team member named *******. ***** requested to speak to a manager regarding his payments that had been made and that he claimed he cancelled over a year ago.
  On 3/28/2024, ***** called the facility to speak to a manager regarding the refund request. ***** answered the phone call and notated in the account that " ***** called today and asked to speak with a manager. He was upset when I notified him that we will not be refunding him. He screamed at me the entire call and said that we have terrible business practices and that he will be disputing the charges with his bank. He also said he recorded the call and will be posting the recording on ******** so his 5K followers can hear how terrible we are to members. -*****".
  The cancellation policy states that you must either come to your home club and sign the cancellation document or send a physical letter in the mail to your home club, and once the club receives the letter they can cancel the membership. According to our documentation, ***** refused to sign the document during the visit on 9/19/22, and did not properly follow the cancellation policy during his phone call on 03/01/23. There are no grounds for a refund for this member, as there was no proper cancellation. 

• Initial Complaint

  04/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been trying to cancel my membership since I am no longer close to this planet fitness. I have called, emailed and wrote a letter requesting it be canceled and it has not been done. I called again today and spoke with *** who stated it is because I have a late fee that they cannot cancel or even transfer to another gym to go in and cancel. She stated I must come in and pay the late fee before anything can be done. They charged my account on 1rst of April with the same payment information as they are stating did not work previously. My bank does not show any record of them trying to take funds out of my account on any day but February 20th and April 1st of this year. They refused to take payment over the phone. I have documentation showing I had fund on the 20th of March on the day they stated it did not work. They never have management available to speak to and only offer an email. I now have to have my parents drive from ******** to Mill Creek to cancel. *** was very unprofessional and laughed when I explained how far away I am from *********. This is now how customers should be treated and their cancellation policy makes it very difficult on people.

  Customer response

  04/08/2024

  They are nor charging me $68.19; they added on additional charges for an annual fee and I have been a member for less than 2 months.

  The club number is 08585

  The address is **********************************************************************************************************

  phone: ************

  Manager: Saith 

  

  Business response

  04/10/2024

  On April 10th, ************************* (**********) responded to settle the Annual Fee. Following my update on the situation, I informed ****** of the successful refund of the late fees, to which she was grateful for. We then proceeded with the payment of the remaining dues, with ****** remitting the amount of $54.19 for the annual fee. I had waived a late fee of $15.61. Additionally, ****** mentioned addressing with her daughter the need to refrain from unauthorized spending. Upon offering further assistance, ****** graciously declined. 

  Customer response

  04/12/2024

   
  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. After reviewing the contract I agreed to pay the $54.19 and the account is now in good standings with a zero balance along with being canceled.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  03/21/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Planet Fitness has known billing issues with certain types of bank accounts. Specifically, the issue is with financial institutions that utilize 3rd party services to offer checking accounts to consumers. Chime, Cash App, ***** and in my case ******************** fall into this category. The monthly $10 membership fee attempts an ACH, but fails, so they charge the member a $15 nsf fee and bill the secondary billing source. In my case its the debit card for the same bank account. So for the past year Planet Fitness has been charging me $25 per month. When I finally brought it their attention they admitted this was a known issue, but would only refund me for 3 months of overdraft fees. ($45) They owe me $210.

  Customer response

  03/21/2024

  Planet Fitness 

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

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

  

  Business response

  04/24/2024

  
  
  This BBB complaint is for ****************** I just got off the phone with *** billing to confirm what I was seeing in data track. ************************* 0087735213 joined January in 2023. His first payment was sent back to him as insufficient funds, he received a SMS message stating that the payment didn't go through, and he opted out to not receive text messages. 
  Here is the breakdown on ******'s account 
  January 2023- $15 late fee collected
  February 2023 payment cleared on 1st attempt
  March 1 Annual- $15 late fee collected
  March 17th- $15 late fee collected
  April 2023 nothing collected
  May 2023 $15 late fee collected
  June 2023 payment cleared on 1st attempt
  July 2023 nothing collected for July
  August BX waived
  Sept BX waived
  October $15 late fee collected
  Nov- nothing collected
  December BX waived
  January 2024 $15 late fee collected
  Feb 2024- payment cleared 1st attempt
  March 1st annual fee nothing collected
  March 17th Nothing collected payment reversal
  
  
  March 21st is when ****** came in to cancel 
  March 25th is when ******* reached out to *** to refund late fees, we were told by *** we couldn't refund anything passed 90 days .
  ****** was refunded $45 dollars of his late fees from the $90 that we collected, unless ****** received overdraft fees from his bank, we never collected $210 of late fees from his account. 
  
  
  Please let me know if you have any questions or need anything else!
  
  
  Thank you

• Initial Complaint

  01/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Tried to cancel membership # ********* with planet fitness on several occasions. I even went to my local planet fitness location and walked in to do a cancellation because they do not do cancellation over the phone. They have been billing me over a year for a service that I no longer use and still billing me till this day after 12 months you can not continue to bill this member ship has a zero month minimum term and is month to month and can cancel at anytime that is stated in the contract from 2021 minimum term not to exceed ************************************************************************************************************************************************ monthly I declare a cancellation and do not owe the balance that is being requested. this is unjust and illegal. It also states in the contract that i have a right of a refund( pro rare cost of any unused services. which is also in the contract They will have this info in there data base.

  Customer response

  02/02/2024

  Planet Fitness
  ***********************************************************************************

  

  Business response

  02/20/2024

  Hi ***************,

  We are sorry for your trouble.  While we have never encountered this issue before, we went ahead and did the following for you:

  * Tried to reach out to you to discuss this matter.

  * Waiver over $321 worth of late fees and charges you have accrued over the past several months.

  * Canceled your membership

  It is always the member's responsibility to make sure their membership is canceled.  Billing does not stop simply because you stop coming.  Again, we still waived all of your fees and canceled your membership.  

  Have a nice day.

  Customer response

  02/21/2024

   
  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.
   
  I do understand that cancellation does not occur due to the fact that the client does no longer use service. However I had made several attempts to cancel this membership, even going to my assigned gym where I started the membership to cancel this service. I have went on more than one occasion. Also on yesterday they made another attempt to withdraw from my account with card ending in 0021. 
  But I do thank you for resolving this matter and if I could receive a confirmation email of this resolution this would be greatly appreciated. Thank you
  Sincerely,
  
  *************************

• Initial Complaint

  01/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I joined Planet Fitness in January of 2023. I was going to the gym very frequently with my best friend since i upgraded my membership (*****). I injured myself in September and was not able to utilize my gym membership. I wanted to put my membership on hold until i was able to start going back on a regular basis. I called the club located at *********************************** Coral ********************** ** ***** and was informed i needed to come in to put my membership on hold. I went to the location in November. I spoke to the customer service rep and informed him of what i was trying to accomplish. I informed him that i wanted to put my membership on hold temporarily until i have healed from my injuries. He then proceeded to get the manager on the phone to guide him on how to correctly enter the information. After he was finished, he informed me that my membership was placed on hold and when i was ready, i would just need to come back to the club. I did not get charged in December for the membership. On January 16th, i noticed a charged on my account from ********************** for $21.45. Regular membership usually cost $26. I called the ** University location and explained to ******* that i got charged and my membership is on hold. She informed me that i needed to come in every month to put the membership on hold (absolutely ridiculous). I told her i was not informed on that information when i came into the store and spoke to the young man. She kept telling me that it is company policy. I asked her if all the reps are aware of this, and she said that they should be aware. I proceeded to ask for a manager, and she informed me that they would tell me the same thing. I was adamant in speaking with a supervisor and which time she took my name and number and told me that a supervisor would call me. This all happened on Thursday, January 18th, ****. I am yet to get a call back from anyone. I now want my membership cancelled and my funds return. **************** rep needs to be trained properly.

  

  Business response

  02/13/2024

  After speaking to member she wasn't advised of her correct location of membership. After speaking with her account was resolved and I refunded her monthly dues for January ****.

  Customer response

  02/13/2024

   
  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,
  
  ***** Brown

• Initial Complaint

  01/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  For the past 11 months Planet Fitness has been charging my account a late fee for NSF at least 3 times a month if not more. I have tried several ties to cancel this by calling the store, who referred me to customer service who said I had to go to the store to cancel and this is not convenient for me at the time, I far from the location and have no transportation. I have lost so much money due to this and have never even been to the gym. I have lost over a thousand dollars in 11 months. I can not take this anymore. I am a teacher and I do not have the budget for this.

  Customer response

  12/20/2023

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

  ********, ** 21009

  

  Business response

  01/30/2024

  I attempted to contact **************** regarding her complaint, however I was unable to reach her, so I left her a voicemail.  I stated that the reason why she was being charged a late fee with each draft was because there has been insufficient funds in her checking account, ever since the membership agreement was signed.  I informed her that when there is insufficient finds in the checking account, we will charge the card on file and ***** a late fee.  I told her that we would be more than happy to assist her with updating her billing which can be done on the app, online, or in the club.  I also stated that we greatly valued her as a member, and I am willing to work to accommodate her as a member.  I apologized for the situation and I concluded by telling her that she is more than welcome to speak with me about it whenever she is in the club.

• Initial Complaint

  01/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint and dispute against Planet Fitness regarding an unjust late fee charged to my account. My membership details are as follows:Monthly Membership Fee: $26.19 Date of Joining: December 2023 On January 9, ****, I noticed an unexpected charge of $67.43 from Planet Fitness on my credit card statement. Upon inquiry, I was informed that this charge included my annual membership fee and a late fee. I find this situation deeply concerning and believe that the late fee is unjustified for the following reasons:1. Absence of Notification: Planet Fitness failed to notify me when they were unable to charge the monthly membership fee on time. I was unaware of any issues until the late fee was charged, indicating a lack of communication on their part.2. Credit Card Payment Issue: I provided accurate and valid credit card information during the online application process. While they claim my credit card could not be charged for the monthly fee due to an unknown reason, they were able to charge both a late fee and monthly fee without any issue.3. Lack of Attendance: I have not attended Planet Fitness since joining in December 2023, further emphasizing that the late fee is not a result of my negligence.I firmly believe that the late fee is unjust and may be affecting numerous other customers who are unaware of this situation. It appears to be a systematic issue on Planet Fitness's part, and I am seeking your assistance in resolving this matter.I kindly request the Better Business Bureau to investigate this dispute and intervene to rectify the situation. I also ask for clarification on Planet Fitness's policies regarding payment methods and their responsibility to notify customers of payment issues in a timely manner.Thank you for your attention to this matter. I appreciate your assistance in resolving this dispute and ensuring fair and transparent business practices.Sincerely,

  Customer response

  01/17/2024

  The gym information is as follows:

  Planet Fitness

  3065-*******************************

  ************, ** 33483

  

  Business response

  02/01/2024

  Hello all, 

  This issue is a very easy fix and we wish that the member would have come to the management at the facility where his membership resides to fix it. Any issues that *** arise with billing can always be fixed by speaking with the management in the facility. The reason as to why this member was being billed late fees was due to the checking account information (routing and account number) having had been input incorrectly upon initial signup which we do on the Planet Fitness Mobile App. Upon initial signup, we require both the checking account information and a credit card for secondary billing should the first payment option not go through.  There is no true way for us to verify if a checking account number was inputted incorrectly until the first billing comes out. After this occurs, we do have a text blast the we send out to our members who had any billing issues in that billing cycle that states that there was an error with their billing and to visit the home club to rectify the issue. I think there was a misunderstanding about how our billing comes out each month. To clarify, It must come out of the checking account each month as it is our primary source of billing and if it does not, we will try again a few days later on the secondary billing credit card on file but now with a late fee applied as it did not come out on the billing day. The member also states that due to him not using the gym the fees were unjust but unfortunately our memberships are not based on usage but rather just having an active membership with us. I have tried to reach out to the member a few times to resolve the issue with him but have not been successful in reaching him. I would be glad to help him fix the issue for future ******** so that this does not persist. Thank you.

• Initial Complaint

  12/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  BEEN A MEMBER FOR APPROXIMATELY 15 YEARS; HOWEVER, THE EQUIPMENT HAS BEEN INOPERABLE (TELEVISION #6) FOR APPROXIMATELY SIX (6) MONTHS. TIRED OF PAYING FULL PRICE AND RECEIVE HALF OF THE REPAIR SERVICES ON BROKEN / INOPERABLE EQUIPMENT. WHEN ASKED THE REPAIR TECHNICIAN THE TRICK WITH GETTING THE EQUIPMENT REPAIRED SOONER THAN 6 MONTHS, I WAS TOLD, "YOU JUST HAVE TO KEEP BUGGING MANAGEMENT."REQUESTING A $5.00 CREDIT FOR EACH MONTH THAT THE EQUIPMENT REMAINS INOPERABLE.

  Customer response

  12/12/2023

  Planet Fitness ***********

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

   

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

  

  Business response

  12/19/2023

  We did have an issue with some of our cardio equipment not providing audio for one of our ** channels.  We recently had all our cardio equipment refreshed/replaced and the audio to one of the ** channels was affected as a result.  The process to fix this issue was initiated as soon as the member brought it to our attention and is now resolved - it required a representative from Matrix fitness equipment to come in and fix the issue. All ** channels and programs now have the proper audio. We offer 32 televisions with 12 different programing options in hopes of providing a diverse selection of entertainment. The regional manager for the area attempted follow-up calls to the member.

  Customer response

  12/19/2023

   
  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.  However, keep in mind, if you fail to be attentive (in the future) to inoperable equipment, I will re-open this complaint, and or file a new complaint because there a total of five (5) televisions that was in-operable (from June to December 2023) is when I said, "enough is enough". 
  
  Respectfully,
  
  ***********************

• Initial Complaint

  11/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am a member of Planet Fitness. The membership fee is $9.9 per month. But I was charged $115.70 two weeks ago. I asked them about this. They said my credit card on file couldn't be charged for the monthly membership fee on time due to an unknown reason, which induced a late fee. But I think what they did and told me is ridiculous because:1. My credit card can be charged normally by other business;2. They can't charge the monthly fee, but they were able to charge a late fee;3. They didn't notify me when they could not charge the monthly membership fee on time. They directly let the time pass the due date and then charged me a late fee.Based on the reason above, I won't agree on the so-called "late fee" to be charged.

  Customer response

  11/07/2023

  The gym location is

  ***********************************
  ******, ** 21286
  *************

  

  Business response

  11/08/2023

  We are sadden to hear ************* experience with our location, we gave him a call and explained the charges to his account. However we strive to keep our members healthy and happy in the club, as a courtesy to ************ will be refunding 4 late fees back to his account. We also updated him on where he can update his billing information and balance status via the mobile app provided to all members. ********** seem pleased with the outcome, we look forward to assisting his workout journey in the near future. 

  Customer response

  11/10/2023

   
  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

  09/20/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I recently started a new job and one of the benefits are discounts on gym memberships. Unfortunately, Planet Fitness was not one of the gyms on the list that offer virtual sessions for members. I am requesting to cancel my membership effective immediately and a refund of this months' membership fee. In addition, due to the uptick in COVID-19 variants currently in rotation, and my compromised immune system, going to a public gym is definitely not an option.

  Customer response

  09/20/2023

  Below is the address for my home gym, which their website did not have listed as an option:

   

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

  *********, ** 21229

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

  

  Business response

  09/29/2023

  Hi **************,

  I called and left a voicemail with the following info on your phone today. 

  We are happy to cancel your membership and refund your payment for September.  In order to complete the cancelation, we will need you to either:

  a.) stop by the club in person to sign off on the cancelation

  b.) write a letter and mail it to ** at Planet Fitness, **** A, *********, ** 21229

  c.) we would also be willing to accept an emailed request for cancellation in this instance to ************************** (due to compromised immunity, rather than the other two options above).

  Please feel free to call us anytime at ************ if you have any questions or need any assistance in completing your cancelation. You can also feel free to call me directly at ************ if I am not at the gym.   

  Thank you, 

  ****

  

  Business response

  09/29/2023

  Hello,

  We received an email request for cancellation from LaChe; we have canceled her membership as she wished.  There should be no further action needed on this, but please let us know if so.

  Thank you

  Customer response

  10/02/2023

   
  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,
  
  ***************************

*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. ↩