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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

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

If you've experienced an issue

Submit a Complaint

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:03/02/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Has gone into this planet fitness club which was my home club and requested a cancelation in person as per their strict policy. Was told it was canceled and was good to go. I am being charged 8 months later and no longer have the ability to go in the club in person.

    Business Response

    Date: 03/04/2024

    Hello, 

    Upon review we are not sure how this occurred. We want to address the frustration experienced with the cancellation process at our club. We're committed to resolving this issue promptly and ensuring satisfaction of our valued members.

    Rest assured, we've canceled the account and will be issuing a refund for the months you were charged in error. Our team is actively investigating how this occurred to prevent any future occurrences.

    Thank you for bringing this to our attention, and please know that we're dedicated to making things right. If you have any further concerns or questions, please don't hesitate to reach out.

    Thank you, 

    Planet Fitness *********** Team. 

  • Initial Complaint

    Date:09/25/2023

    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.
    After multiple attempts at attempting to cancel at Planet Fitness in *********** the employees kept telling me the "manager was not available" and they could not help me cancel. Therefore, I had to send in a letter to cancel. The club is attempting to keep charging me and declares that I never cancelled. In addition, without my permission they started to charge a random credit card I own.What's more, according to Planet Fitness policy the staff can present to me a cancellation form to fill out. No one at the club offered me this form and instead were dishonest about their cancellation policy.They are now refusing to cancel my membership and demanding all fees to be paid. I would like my membership immediately cancelled.Attached is a screenshot of Planet Fitnesses cancellation policy that the club did not follow. Here is the link:****************************************************************************************************************************************************************************************.

    Customer Answer

    Date: 09/26/2023

    Hello. The business in question and resolved my matter. You can close this case. Thank you for your time.

  • Initial Complaint

    Date:08/29/2023

    Type:Billing Issues
    Status:
    Answered
    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 originally started going to this gym well before 2020 and had no issues. When 2020 rolled around I decided that going to a gym while having a compromised immune system wasn't the smartest idea. This led me to going in and cancelling my membership in around February of 2020. I thought this was all in the past until I learned recently that the employee who closed my account immediately opened a new account with my same information, but an email that isn't mine. This in turn has led to me find out that this new account has been charging me for a membership I had no idea was in my name since 2021. This is absolutely unacceptable and the employees at this location have not been helpful in getting this straightened out, have promised to reach out with an update, but have left me in the dark, and have told me they expect me to pay over $100 of unpaid fees on top of the $284.26 already taken from me...even though they admitted that my account hasn't clocked into any of their gyms since 2020. I'm at a loss for what to do and have been stonewalled every step of the way.

    Business Response

    Date: 10/17/2023

    Please see attached. 

    Customer Answer

    Date: 10/23/2023

     
    Complaint: 20540344

    I am rejecting this response because: 

    I have reviewed the response from Planet Fitness and disagree with their assertion that the February 2020 was executed by me. In my original submission to the Better Business Bureau, I stated I actually went to their location to cancel my membership that was already in effect.  I did not sign up for an additional membership term at that time.  It appears the February 2020 contract was created by Planet Fitness using my previous information but with an email address that does not belong to me. The creation of this new membership account was not requested by me.  Even at this time, I cannot access the Planet Fitness account from that date as it is not linked to me other than using my banking information for monthly debits.  Therefore, I should not be held accountable for payments associated with it.  Planet Fitness did debit funds from my account for some payments.  Upon realizing this, I asked my bank to block any further debit requests. I also, visited one of the Planet Fitness gym locations to complete a cancellation form even though the account was not actually mine. That seemed to be the only way Planet Fitness would terminate the agreement and stop attempting to debit funds from my checking account. 

    At this point, I strongly believe Planet Fitness owes me money for any of the debits that have been taken from my checking account between my February 2020 cancellation request visit and the current date as well as void any charges associated with this fraudulent contract. 

    I would be happy to discuss this situation with you or Planet Fitness so we can reach a resolution to this situation.  Thank you for your assistance with this matter.

     

     

     



    Sincerely,

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

Planet Fitness is NOT a BBB Accredited Business.

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