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Complaint Details
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Initial Complaint
07/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I canceled my membership and was told I still had to pay for the next month. The payment was due in a few days so I called my bank and put in a stop payment. I was harassed 2 or 3 times by phone and I told them I wasn't going to pay for a month when I'm not using the membership. The reason for canceling the membership is because I found out Planet Fitness was allowing men who identify as a woman use the women's bathroom. After I put the stop payment in, Planet Fitness circumvented my account by using the address of facility where I joined to get their $23.06. A billion dollar company was not going to be denied my $23.06. Shame on you, Planet Fitness
Business response
07/11/2024
We were unable to locate an account with the information provided. Can you please provide the location you joined/cancelled at so we may assist further?
Customer response
07/15/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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,
*************************Initial Complaint
07/09/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I changed membership types earlier this year. The membership fee changed from $25.04 a month to $10.00 a month. Starting in April, my checking account statement started showing a charge of $25.04 again for some reason. I called the club and was told that a manager would return my call. I never received a call back. I spoke to someone in person at the club and was told that the error was corrected and that my account would be credited for the overcharge, and that I would not be billed again until the credit was used up. The next month, my checking account still showed a charge of $25.04. I emailed the club stating that I would file a claim if there was no action on my overcharges. I did not get a response.Business response
07/22/2024
We spoke with the regional manager and confirmed that a refund has been submitted. Refunds can take up to 14 business days to process.Initial Complaint
07/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I think it is absurd how planet fitness can be allowed to force people to keep memeberships. Ive been trying to cancel my membership. Cannot do it online. Cannot do it in the app. Cannot do it on the phone. You must go to the location, where you dont go to already, or write a letter like this is 1935. It is intentionally done do that people are forced to pay monthly for something they dont use because they know how inconvenient their cancellation is. This is a completely unfair practice and I will be seeking a consumer lawyer to discuss a class action lawsuit.Business response
07/11/2024
Per the agreement, to cancel the membership and stop the billing of the monthly and annual fees, the member needs to come into the location or send a letter via mail. I have provided the consumers agreement that was signed at the time they joined. We have completed a courtesy cancellation for the consumer and have attached the cancellation document as proof. Since a cancellation was not completed per the options outlined in the agreement, we cannot provide a refund.Customer response
07/11/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
According to the Unfair Deceptive Acts and Practices companies cannot impose unfair regulations on consumers. Making it so ridiculously hard to cancel a membership to a gym with an active APP and website is absolutely intentional, which is unfair. I have been to the Gym one time in probably a year because I am so busy with a full time job and 4 kids. In the days where I can file my taxes on an IPHONE why make it so difficult? Because this industry thrives off of people forgetting and being too busy to cancel so they collect membership fees from people who dont use their facilities. Then they want you to go buy and envelope and a stamp to mail a letter like computers werent invented. Is there a logical reason why this is their policy? I would love to hear it. If you dont have one, refund my money
Regards,
*********************************Business response
07/11/2024
Per the agreement, to cancel the membership and stop the billing of the monthly and annual fees, the member needs to come into the location or send a letter via mail. I have provided the consumers agreement that was signed at the time they joined. We have completed a courtesy cancellation for the consumer and have attached the cancellation document as proof. Since a cancellation was not completed per the options outlined in the agreement, we cannot provide a refund.Customer response
07/11/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
that was literally the Same response copy and pasted. What a joke
Regards,
*********************************Initial Complaint
06/28/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Business fraudBusiness response
07/03/2024
Hello-
In response to complaint ********, Unfortunately, we were not bale to locate this account. Can they provide which location they signed up for their membership.
Thanks,
Initial Complaint
06/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Absolutely horrible customer care. All am trying to do is change my home club, not like Im leaving PF, I just dont live in ******** anymore. Anyway, I call, they tell me I have to do it online. I go online, website says call your home club. Call them back, *** says go online, I said no I cant, he said then the manager has do it. I said ok, what is her name and I will talk to her. He goes she doesnt have time to deal with you I will leave her a message to call back. I laughed and said are you really refusing to give me your managers name? If youre going to argue with me Im hanging up, I cant deal with this was the response back. I said fine, you need my name then or what? Again he says sir if youre going to fight with me on the phone Im just going to end the call I told him I just asked if he needed my info. So I give him my name, and number, he botched the phone number so I corrected him and he got real mad, said if youre going to give me attitude we are done and hung up! What the *************, now I just want to cancel, they refuse to help me out and hang up when I need them.Business response
07/03/2024
Hello-
In response to complaint ********, After review of the account it looks like it was successfully transferred. We apologize if there was any miscommunication and we will be passing this along to our management team.
Thank you,
Initial Complaint
06/24/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
What ever planet fitness policy is does not matter if I havent physically step in the facility to work out. Planet fitness is teaching employers to maliciously malice my account . Without using their data base to resolve the issue.Business response
07/03/2024
Per the agreement, to cancel the membership and stop the billing of the monthly and annual fees, the member needs to come into the location or send a letter via mail. Since we have no record of a cancellation taking place, we cannot issue a refund. We are willing to provide a courtesy cancellation, as long as we receive confirmation from the member that that is what they would like.Initial Complaint
06/24/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Business continued to charge me after I was told my request for membership cancelation went through. Now the manager will not refund me my money for over a year of un agreed to charges. Club manager was very condescending and rude and she is also now ignoring my communication via email.I want this matter resolvedBusiness response
07/03/2024
Hello-
in response to complaint ********, Unfortunately after review we did not receive any type of cancellation documentation from the consumer. In order to cancel their membership they would need to cancel in accordance to their agreement which is in person or by mail. We did complete a courtesy cancel on June 10th, 2024 but unfortunately a refund will not be issued.
Thank you,
Initial Complaint
06/20/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I called in to cancel my membership & was told it had to be done in person. I went into the business talk to the front Rodnecka canceled my membership clarified with her that there are no pending charges no extra or outstanding charges. She verified and emailed me showing account paid in full no additional charges. A week later they charged my card for more than even my membership fee. I spoke to *** the manager who said she didn't know why it happened and she would issue a refund which hasn't happened now everytime I call to speak to the manager *** she's never in or on lunch and no one can explain why my money hasn't been returned & I have verification from the business showing when I canceled I had no outstanding charges or payments due since I had just paid my membership ******** membership was still good for another 2 weeks after I canceledBusiness response
07/03/2024
Due to the documentation provided, the member is entitled to a refund. We have submitted this request. It can take up to 14 business days for a refund to processCustomer response
07/03/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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,
******** FiguresInitial Complaint
06/17/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I have attempted to cancel my membership 3xs and they continue to take money out of my back account. $25/month for 18 months in a row. Every time I go in they tell me they will take care of it and they don't!I have talked to multiple people that this has happened to.Business response
07/03/2024
Per the agreement, to cancel the membership, you must go into the location or send a letter via mail to the location. When the cancellation occurs, the member is emailed a confirmation document for their records. Per notes on this account, the member called several times to cancel and was informed of the options to cancel. On the final call, the employee completed a courtesy cancellation. Without proof of cancellation prior to that date, we are unable to offer a refund.Initial Complaint
06/17/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Joined January 2023 took tour of gym and back room decided on top membership black card status which I was told was unlimited use of the gym and the back room that had hydro beds massage chairs and tanning rooms unlimited use for me and any guest of my choosing they were informed my guest would be my husband and only reason we got membership went to gym used hydro beds and chairs At least 20 visits no problem planet fitness just opened new store on my side of town went there middle last week no problem couple days later went in again and was refused use of hydro bed for my guest totally contradicting the alleged contract in which I still have not received a copy of contract as they promised they said if my husband wanted to use hydro beds he would have to pay for another full membership totally contradicting what I was told when I signed up they just want more money have invested roughly $400 first year and $100 this year maybe been there 20 times total want total refund or reasonable refund for membership the only reason kept membership was so me an my husband could use hydro beds and until they opened the new location had no problem doing so. I wasted $500 to keep a membership that they will no longer honor tell you anything and now they are changing rules a year later deceptive business practiceBusiness response
07/03/2024
Hello-
In response to complaint ********, Per our policy, the ** Black Card member must accompany the guest and remain on the premises during the entire visit. Unfortunately, ** Black
Card guests are not entitled to use tanning or any other ** Black Card benefit or amenity. Attached is the consumers agreement requested.Thank you,
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Customer Complaints Summary
154 total complaints in the last 3 years.
95 complaints closed in the last 12 months.