ComplaintsforPlanet Fitness

• 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,
  
  ***************************

• Initial Complaint

  08/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I requested to cancel on June 22 when they tried to charge my bank again for a late fee I called the club was told I had to do it online . Wrote in to customer service to cancel membership. Got a email back saying that it had to be done in store at the club contacted the club again and was told again that I had to do it online. This has been an ongoing thing since June 22 I have canceled my cards. They still try to take it out of my bank account after they try taking it off of my cards that I never even used at the club, I have requested numerous times to have my membership canceled and they refuse to cancel it and keep charging me a fee and I dont go and use the membership. Ive used it a total of four times and that was when I first got it in at the beginning of June and once I realize that they were charging me five days after I had gotten the subscription or membership started and it was supposed to be for a dollar and they were already charging me on the 17th for a membership fee for the month and then a late fee also , so now they are going on two months three months. Im sorry, charging me and trying to get more money out of me. When I have done everything I was supposed to. I went to the club and tried to cancel, and was told that I had to do it online did it online and I was told I had to do it in the club so somebodys lying. Im not the first person that has had this problem. I know numerous people that have warned me before I ever started the membership that they get over on people and try to s**** people over by charging them and refusing to to cancel the membership.

  Customer response

  08/31/2023

  The planet fitness is ******** ** *****

  

  Business response

  09/15/2023

  At this time, we attempted contacting the member on September 15th, 2023, however, it was sent to voicemail and the mailbox is full. The membership was successfully cancelled on September 2nd, 2023. 

  Customer response

  09/29/2023

  Sorry I was hospitalized on the 11 of sept the member hip was finally canceled but they took to more payments out of my account an account I didnt even put on file to use for payments I used my card to purchase item and they saved info and charged that account without my authorization 

  Customer response

  10/12/2023

  ***** from ******** planet fitness called my sister number trying to reach me lied said she has called multiple times which today was first day I looked at sisters phone records. When I called her back she called me a lier with out using those words denied everything I said and was very rude. I know multiple people they done the same thing to as they have me. They have horrible customer service lie about fees hold your card numbers on file when you use in location with out knowing then call you a lier when you confront them . Dont use planet fitness in ********. I was also told that I used the location more than I did . 

  

  Business response

  10/12/2023

  On October 12th, 2023, we reached out to ******************** attempting to understand the situation. During our attempt to explain to the member what our system shows **, ******************** became irate and hung up on us mid conversation. Due to her ending the phone call on us, I do not know of any further steps to be taken. If further documentation of ************************ membership and what our system shows us is necessary, I have the needed information and dates/documentation with her membership on file. She is still cancelled and is not being charged.

• Initial Complaint

  08/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I start a membership they charged me twice and opened up two memberships I've been trying to get a hold of the manager for the last month and a half that he refuses to get back to me leaving those calling emails about a refund they charged me $49 and $25.30 something twice

  

  Business response

  08/21/2023

  Member had duplicate accounts and due to manager turnover I was not aware of issue. on July 25th I sent an email to ********************** asking him how I can assist him. He came into the club on 8/8 to finally explain his issues to me directly. I processed his refund that day and he has been using the club since with no issues. It appears he left this complaint on 8/8 which is when I processed his refund so it is possible this was submitted before he came in to the club to resolve the issue. 

• Initial Complaint

  07/11/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have tried cancelling my membership at this gym for quite sometime, I have not been in state. They are refusing to cancel my membership although they took my money for this membership online. I have been charged for months for this gym with no help from management I am seeking a full refund for 4 months of charges, I have made several attempts at cancelling this with no success, I have not been to this gym in over 4 months.

  Customer response

  07/12/2023

  Planet Fitness

  ***************************** H)
  

  ************** 20001
  

   

  

  Business response

  07/25/2023

  The membership was cancelled today. **** tried to reach out the *****.

  Customer response

  07/25/2023

   
  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

  06/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I set up an account and apparently there was an issue with the checking account numbers I entered (probably transposed them). This company - which REQUIRES checking account - does not bother to check with a withdrawal/ deposit despite this chances of an error being high. They also take a credit card number. When the checking account can't be debited (because of a mistake) they don't contact you, they don't call or email. Rather, they charge the credit card. Thats fine, EXCEPT, they also charge a $15 late fee, despite having a payment method on file that they used not only to get their money but also assess a late fee. This dubious, unethical behavior is predatory and wrong. If it is not criminal it should be. Then, they have a business structure that insulates them from accountability by making it impossible to talk to anyone with decision making power. Planet fitness is a shady and unethical, predatory scam. I want my refund.

  Customer response

  06/29/2023

  Planet Fitness

  ******************************************, ************** 20020

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

  Customer response

  06/30/2023

  Planet fitness has since returned my call and refunded the late fee. While i strongly feel their process is of poor design and they should fix it so this kind of thing doesn't happen, I would like to withdraw my complaint since they have resolved the issue. 

• Initial Complaint

  06/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I just want to cancel my memenership and the employee on the phone tells me that they can't cancel if I don't come into the location in person and and there's nothing else that they can do. I asked why I have to be there in person and they told me because it's their policy. I asked why again and what the difference is and they said that I have to sign paperwork. I told them that all of the paperwork I signed originally was online per their request so why can't I cancel. They just kept repeating that it their policy and there is nothing they can do. The employee refused to give me their name. I have had a membership since July of 2022. I had been going to the gym on a regular basis with no issues. I was injured a couple of months ago and I'm not in town. I'm not able to go into the physical location of the gym for at least 3 months and I am not going to pay for a service that I am not going to use.I want them to cancel my service and I would like an apology for the poor customer service and an unnecessary waste of time trying to cancel. I was being very polite but the customer service was not helpful. No alternative offers or solutions besides "No, we can't do that".

  

  Business response

  07/06/2023

  **** has been spoken with via phone call 7/6/2023 about the incident between staff member and cancelation policy. **** did mention staff member gave the option for mailing a letter but he did not want to pay for postage. I gave **** the option to cancel his membership through email. I have since canceled his membership and the issue was resolved. On behalf of Planet Fitness and myself, I did issue **** an apology for the misinformation and lack of customer service. Moving forward my staff will be aware of the policies and options we have to cancel memberships. I did also offer **** a refund from 6/17 as he was trying to cancel before that billing period. Bank information was changed and he did not accept a refund. **** was pleased with the outcome of the situation.

  Customer response

  07/07/2023

   
  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

  04/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  PLANET FITNESS CORAL ********************** [*****************] DOES NOT ADEQUATELY MAINTAIN EQUIPMENT. SPECIFICALLY, THE *** PRESS IN THE [YELLOW] CIRCUIT ROOM HAS BEEN REPEATEDLY OUT OF SEVICE AND PF IS UNABLE/UNWILLING TO REPAIR IT. I AM HANDICAPPED AND THIS MACHINE ENABLES BETTER ACCESS AND IS CONVENIENT TO OTHER EQUIPMENT USED. SINCE PF HAS BREACHED OUR AGREEMENT [UNWILLING/UNABLE TO PROVIDE COMPLETE SET OF EQUIPMENT REQUIRED FOR WORKOUT] THEY SHOULD REFUND MY PAYMENTS FOR MONTHS WITHOUT ACCESS TO *** PRESS IN CIRCUIT ROOM. REFUND BASED ON PF RECORDS OF EQUIPMENT MAINTENANCE, OR ALTERNATELY, REFUND OF ALL MONIES PAID IF MAINTENANCE RECORDS UNAVAILABLE/UNRELIABLE,

  

  Business response

  04/17/2023

  I reached out to ********************** via phone call on Monday April 17th, 2023. I apologized for any inconvenience this may have caused him. After allowing ********************** to express his concerns I explained the process in which we log equipment that needs to be repaired. I reassured him that the equipment would be fixed in a timely manner. ********************** was satisficed with our conversation and will continue to be a member here at Planet Fitness Coral *****************************  

• Initial Complaint

  04/10/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On April 6, 2023, I contacted PF because my membership fees which under my contract was $19.99 monthly in accordance with my contract since joining the gym in 2012. I was informed by a staff person/manager informed me that my membership contract was rewritten and electronically signed (e-signed) to including a new monthly fee of $25.29. I was not informed of this change in my contract nor did I e-sign a new contract to authorize this change. I asked for my membership to be changed back to the original terms of the contract and was told that this is not possible since this was in the system. I have been charged $25.29 instead of $19.99 (the price in my original contract) from August 2022 to date (April 2023).

  Customer response

  04/11/2023

  Gym location:

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

  ****************, ******** 20747

  Telephone Number:  **************

  Customer response

  04/13/2023

  Gym location:

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

  ****************, ******** 20747

  Telephone Number:  **************

  

  Business response

  04/17/2023

  Upon reviewing this membership, spoke with billing services and was able to get member's monthly fees back down to $19.99.

  Customer response

  04/17/2023

  BBB, Thank you very much for your help in resolving my complaint.  I am satisfied with Planet Fitness response and the action the business has agreed to take  including changing my monthly payment back to  $19.99 and reimbursing me for 3 months of payments that I paid in excess of this amount. 
  

   

  Customer response

  04/17/2023

   
  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

  03/17/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I joined Planet Fitness in January 2023. I had gotten myself mentally and emotionally prepared for my fitness goals, but when I started to frequent the Fort Washington location those goals were met with more obstacles than being physically prepared. No sooner than I set foot in the gym, I witnessed the "lack of attentiveness" of the staff. There were always people (staff members) at the front desk communing but neglected upkeep in the locker rooms and on the gym training floor. Toilet paper and other things in stalls were out, and there was urine on the floors in these areas. Weights were distributed across the gym, so in order to get a workout done with ********* was always a frustrating task. Planet fitness had promotions for its members, but upon inquiry, most of the staff were not knowledgeable of these promotions. Moreover, the staff was rude, indifferent, and condescending when addressing any of the concerns stated. Even further, at a time during my membership, the gym was shut down because of plumbing concerns. I received an email about this matter, but no solution was given to how to continue my fitness goals. When I called the ********** location (******************) I was met with opposition, to say the least (another complaint in itself). I, eventually, spoke with a professional from the Waldorf location (a huge difference from my other encounters), who informed me that they could accommodate me with the matter. After traveling 10 miles out of my way for a week, I finally called the Fort Washington location to see the status of the shutdown and was told that they were back open. I never received any notification of this and so began the lead-up to the previously stated concern. In conclusion, this location is in need of an overhaul. I have since canceled my membership, but I am still very disappointed in the service of this location. It is the only place within at least 14 miles of my house to meet my fitness goals. I believe this place could do better

  Customer response

  03/19/2023

  The location of the principal gym in complaint is at ****************************************************************************************. If there are any more questions...

  

  Business response

  04/17/2023

   

   Good Morning, 

   I remember speaking with ************** about his first complaint concerning one of my former staff that worked the evening shift. I did speak to my assistant ********************* about this incident and the service associate that was involved in this issue as a write-up. During my conversation with ************** I offered him a free month which was March 17th 2023 for the inconvenience. I just to call ************** in which I didn't get an answer but left a voicemail. I will follow up with another phone call and or email to ***************

  Best Regards,

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

  

  Business response

  04/17/2023

  Good Afternoon,

  I did get the opportunity to speak with ************** due to he did return my call. ************** and I will sit down and talk this week about him joining if he wishes too.

  Thank You,

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

  General Manager

   

  Customer response

  04/19/2023

   
  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.
  
  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. ↩