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Business Profile

Fitness Center

Planet Fitness

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fitness Center.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/20/2023

    Type:Billing Issues
    Status:
    Resolved
    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 December of 2022 I received an offer in the mail to join their new gym facility in ********, **. opening on 12/28/22, for $1.00 down, $10.00 a month, first month free. I signed up on line and agreed to have a once a year maintenance fee of $40.00 and all per month payments deducted from my bank account. The 1st payment was to be deducted at the beginning of February 2023. The opening was delayed until 1/9/23. On 1/17/23 Planet Fitness charged my account for $27.11 with no explanation. I asked the manager of the new facility why and he said he didn't know. I was not due to make any payments until February 2023. My membership number is **********. This has happened to many other new members at this facility in ********, **.

    Business Response

    Date: 02/07/2023

    Hello, 

    Upon reviewing your concerns, we have found the location you are referencing is not in our franchise. To give context to your concern, when a pre sale location is set for a specific opening date and that date is changed and the billing system is not updated to reflect that change, it may cause billing issues to those who may have signed up prior to opening. I would suggest to contact club management for a 1 month waive if possible to reflect the 1 month free per signed contract. The phone number to your location is ************. Hope this may help your case, and you get the results you are seeking, Thank you and have a great day. 

    Customer Answer

    Date: 02/09/2023

    Complaint: 18866736

    I am rejecting this response because: That statement is not true according to the people at the ******** location.

    Regards,

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

    Business Response

    Date: 03/24/2023

    Hello, 


    Upon reviewing your concerns, to give context to your concern, our location was in pre-sale during the time of signup the opening date changed a few times impacting the billing system, often times billing may not reflect that change, causing billing issues to those who may have signed up prior to us opening. I would be willing to waive a month of dues to reflect the 1 month free per signed contract.

    Our phone number is ************.

    Hope this may help your case and assist further in getting the desired results you are seeking.

    Thank you and have a great day!

    Customer Answer

    Date: 03/24/2023

    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.

    Regards,

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

Planet Fitness is NOT a BBB Accredited Business.

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