ComplaintsforPlanet Fitness

• Initial Complaint

  09/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Experience a workout at a different location for the first time worst experience ever I was check in at 7 worked out for about 45 mins was approach by a young man letting me know he was worried for my safety due to my shoe attire asking me to leave I clean the product went to the locker did someone maintenance and hygiene to my body gathered my belongings and left at 8am as soon as I could. I was sent a email that I was cancelled immediately rush to the place of business to again talk to the gentleman questioning him the reasoning for the cancellation and ask to speak to his boss he told me he ran the store and I asked for a corporate number he would not give me one so now my account is closed and Im banned with no warning or no explanation membership term march 2024- Sept 2025 (7 months)

  

  Business response

  09/19/2024

  The membership was cancelled incorrectly and was reopened the same day. Due to the inconvenience, we will be offering our promotional price of $10/month. Please stop into the ************ location no later than 10/10/2024 to ensure this will be taken care of prior to the next bill date. 

• Initial Complaint

  09/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Transaction date and description: I club fees Planet fitness 8-19-2024 $10.00 8941 ******* ***** I club fees Planet fitness 8-19-2024 $10.00 5428 ***** ***** I club fees Planet fitness 8-19-2024 $10.00 9470 Madison *****

  

  Business response

  09/19/2024

  We have cancelled Anthonys account. Calebs account was transferred to a location outside of our franchise on 8/27/22, so we are unable to assist in cancelling that account. We bill through ABC Fitness, so the consumer will need to reach out to their customer service department to see which location the funds are being drafted from. The phone number is ************. Once that information is obtained, the consumer will need to reach out to that location to cancel the membership. We were unable to locate an account for ******** Would the membership be under a different name? If not, the same process will need to be taken via ABC Fitness to find which location the membership is set up at. 

• Initial Complaint

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  PF Location - ****************************************************************************************************** Name - ********************* Email - *********************** ******** did not notify of a contract renewal and renewed the contract without notification. The renewed contract also states I signed the contract renewal electronically on 7/16/2024. I did not sign any contract renewal. Planet fitness should provide a an electronic signature if it believes I signed the contract renewal on 7/16/2024.Also, Planet Fitness lets people sign up for services online but does not give an option to cancel online. I was moving states and I have not been able to use their services as there is no PF near me. They sneakily renewed the contract without my approval so that they can continue to charge.The contract renewal is null and void given I never signed a renewal contract electronically. If Planet Fitness does not refund the annual fee I will take this matter further with the relevant state authorities.

  

  Business response

  09/10/2024

  Per the agreement, in order to avoid being charged the annual fee, the cancellation must occur by the 25th of the previous month. Since the cancellation occurred on August 31st, the annual fee was already in a pending status. However, due to an error made when filling in the cancellation document, we will be issuing a refund. The agreement and cancellation document have been attached. Please allow up to 14 business days for the refund to process. 

• Initial Complaint

  09/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Manager ****** approved a refund end of June and instructed me to fill out a form which i did July 4th. However no refund, so I called and spoke with **** on July 29th. **** located my form, mentioned it needed updating, and assured me I would receive the refund within two days. When I hadn't received it by August 6th, I called again. **** suggested I speak with Manager ****, but ********, informed me there was no ****. ******** assured me she would handle the situation.I also sent a follow-up email to ******** with the contacts to planet fitness explaining I would not have paid ***** to a gym with a 10 dollar option had I known where to go for help.She promised to call me August 9th, but she didn't.I called August 12th; ******** mentioned she had spoken with ****** on the 8th and was awaiting his response, promising to call me August 16th which she did not.I called again on the 27th and spoke with ****, she said she had been out but that refunds were sent out the week before when she was gone. She thought mine was in there but to not quote her and call back to speak to ********.I called ******* on the 28th I spoke with ******.He said it was submitted and hed find out what was the hold up. He did not remember speaking to me in June.He nor ******** nor **** have called me back, and there is no refund of any amount in my account.During the buyout,I was dealing with a high-risk pregnancy and was unaware of the situation,not knowing whom to ask not being notified but taking my money when I did not agree was not right.With the prolonged waiting multiple contacts and lack of responsiveness,may I please have my full refund of ***** per month for the 12-month period which would be ******. I dont think anyone should have to work this hard 4 business to do what they said they ******** is September 6th never used the gymI have been very patient and accommodating, however it seems to me the employees while kind feel that means I can be taken advantage of-please help thank you

  

  Business response

  09/19/2024

  When looking at the account, the first documented attempt to cancel the membership was April 10, 2024. With no proof of earlier attempts,we are willing to refund the from that point until the membership was cancelled on July 3, 2024. Refunds can take up to 14 business days to process. 

• Initial Complaint

  09/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  To Whom It May Concern,I am writing to formally notify you of an issue concerning false advertising that I encountered on your website. Your site explicitly states that potential customers can obtain a free pass to try out Planet Fitness before committing to a membership. Relying on this information, I contacted the Planet Fitness location on ****** in *********, ******, to inquire about the free pass. To my surprise, I was informed that they do not honor the offer, citing their status as a franchise.This refusal constitutes false advertising, as your website does not mention any limitations or exclusions based on a location's franchise status. Whether a business operates as a franchise or not, it is legally obligated to adhere to the terms and promotions advertised by the parent company. The situation is analogous to a Burger King franchise, which must follow the corporate rules, promotions, and offers.I am requesting that Planet Fitness honor the advertised free pass, or alternatively, offer a complimentary gym membership. I have taken a screenshot of the relevant portion of your website, which I am prepared to use as evidence.Should this matter not be resolved to my satisfaction, I am prepared to seek legal recourse for false advertising and breach of contract.I look forward to your prompt response.Sincerely, *************************** 09/02/24

  

  Business response

  09/03/2024

  The section of the website included in the provided screenshot is only accessible via an individual clubs page. The screenshot provided does not include the clubs name or the date the screenshot was taken,so we cannot confirm when the website was accessed or what location it is for. Included are screenshots of the ********* ****** club page and a location outside of our franchise (******, WY) to show that we do not currently have the free day pass available. We will honor the day pass for this consumer. Please be sure to bring a valid ID when coming into the location to redeem. 

• Initial Complaint

  08/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have my membership on auto debit. Many months it will auto debit just fine. Other months it charges me a late fee. Occasionally I have been charged 2 late fees in the same month. I have contacted them several times with no resolution. I asked for a refund of the inappropriate late fees and extra charges with bank statements of proof. The manager ignored me, the employee refused, and another employee laughed and made fun of me asking for a refund.

  

  Business response

  08/29/2024

  We were unable to locate an account with the information provided. Can the consumer please provide the location they belong to so we may better assist. 

• Initial Complaint

  08/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I started a membership back in 2021. I attempted to cancel in 2022. This still hasnt gone through. Now its 2024 and they are trying to tell me i owe them over 600$ when i attemted to cancel and have not been to the gym since the attempt to cancel. My account says active when i log in and they continously are trying to charge my bank account. I have gotten to the point of possibly changing banks to get them to stop. I attempted bqck in 2022 to cancel due to not being able to afford to go to the gym. I cant afford to pay what they are saying i owe and i dont know what else im supposed to do. My membership shoulf have been canceled 2 years ago. I attempted the online help they offer for cancellation issues as well. All i got in response was information on how to cancel a membership that i attempted to cancel already. I even explained the cancellation issue in the cancellation issue request and that is all i got back.

  

  Business response

  08/29/2024

  We were unable to locate an account with the information provided. Is there another phone number, email address, or last name associated with the account so we may better assist?

• Initial Complaint

  08/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My bank account keeps getting charged different amounts of money I don't go to planet fitness also there was an account created using my email with someone else's information I have tried to contact planet fitness but no one is available to answer my call I was on hold for over an hour I am not able to change anything or see how they have my account number I want all the money that was taken out of my account and returned and have the account closed

  

  Business response

  08/29/2024

  We bill through ABC Fitness,so the consumer will need to reach out to their customer service department to see which location the membership originated from. The phone number is ************.Once that information is obtained, we are able to further assist the consumer.If it has not been done already, it is suggested that the consumer reports the charges as fraudulent with their bank. 

  Customer response

  09/04/2024

  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.
  
  [Please type your response here.]
  I called and because the person is using a different email address I was told that I couldnt be verified and the *** was not able to help me but yet my account is still being charged I spoke to ***** employee number is 1719775
  Regards,
  
  *****************************

  

  Business response

  09/04/2024

  Planet Fitness locations are individually owned and operated, meaning we only have access to records for locations in our franchise.Unfortunately, until we know which location the charges are originating from, we are unable to assist in cancelling the account/stopping the charges. We would suggest attempting to call again and requesting a supervisor as this is something they should be able to assist with. 

  Customer response

  09/04/2024

  I dont have a membership with planet fitness someone is using my information and my bank information and I am being charged I called and I was told that they could not help me 

• Initial Complaint

  08/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Formal complaint on behalf of my son for the fees I paid for the past 5 months, yet my son KP was not granted access to the facilities. KP has been a member since 2018. During those years, my son was not a very frequent gym goer however he never minded paying the membership due to attendance. From Nov 2023 -July 2024, I paid for his membership and since March 2024 he was denied access. I continued paying so he would have access to the gym whenever he had time. My son started having problems in March 2024. I thought that issue would be solve quickly as Planet Fitness was receiving payments.At the end of Oct 2023, I went to PF to claim responsibility for my son's membership. They took my bank card and PF had my son's card info as he was already a member. Since Nov 20, 2023, I have been paying the monthly membership fee of $23.04 until July 2024 without interruption. In July, Planet Fitness withdrew 2 payments, one $39.00 and $23.04 on July 1. From Nov 2023 - July my son faced issues: My son has been denied access to the gym several times, according to them, for nonpayment yet no in-depth explanation was given to him. My son tried again, and a PT staff said my son was not allowed because his payments failed. My son told me, I checked my account, and the payments went through. My son wentand he was told the same, and that he needed to see the manager. The staff lack of communication and failure to tell my son that they needed a 2nd working card on record was found out on July 18, when he spoke to the manager. The issue started when my son's card was declined as his card expired, however, my card worked He met the manager on July 18. The club manager, ******************* read the old agreement he signed, and she realized that it was an old contract. The manager then said the new agreement allowed her to deny him entry even though my card was successfully charged for months because the second card expired. I request full refund of paid fees for 5 mths + the $39.00 fee.

  

  Business response

  09/03/2024

  When reviewing the account, there is no documentation showing that the member was denied access. There is a note on the account from March 2024 that states the member was informed they needed to update the card on file. Since the account was active, the member would have had access to the facility. 

  Customer response

  09/08/2024

  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.
  I am frustrated with Planet Fitness because they claim their records don't show that my son was denied.  It was verbal, and he was not allowed to work out.  Why would my son go and not work out?  The staff did not allow him to work out. The first time, he was told it was due to non-payment.  The staff did not state that he needed to update the card on file.  Planet Fitness had two cards on file because they had my son's since 2018 and mine since October 2024. My son told me that the card didn't work so to prove payment, I gave him a copy of my bank statement showing that I was charged successfully for his membership.   Subsequently, the staff instructed my son to talk to the manager, at that time he wasn't allowed in again. He tried several times, but the manager was not available. It wasn't until July 18 that my son discovered the issue was his expired second card after speaking to the club manager. The manager and the staff failed to inform him that the second card on file had expired and needed to be active for entry as a new policy. Let me remind you, my son has been a member since 2018, so he did not remember that his old card was also in file.  This is why he was able to work out from November of 2023- February of 2024. This fact was only discovered mid-year.   It took them five and a half months to state the reason even though payment was successful and no service was provided. Since March, they failed to state the reason for my son to be denied access to the club. My son initially signed a contract in 2018, and I was added in 2023. The manager was dismissive and cocky about having the right to deny him usage until she noticed the discrepancy. She then readjusted and argued that based on the **************************************************************************** denying access.  My payments were ongoing, and the policy change only came into effect in 2024, and they noticed it in February. Then it took them four and a half months to inform my son of the issue, during which time he was denied access despite having a paid membership. The problem was simply an expired second card on file, but Planet Fitness continued to receive payments without allowing access. The lack of clarity from the staff, and the manager's decision to deny entry is concerning. ********************, the club manager, only offered my son facility usage after he requested to cancel his membership. Even then, she only allowed access for the rest of July and moving forward, without addressing the denied access from March, April, June, and part of July. I believe the higher-*** need to investigate the manager's actions, as it will reveal that my son was unjustly denied access during his visits. If my son was not allowed in, they should not have taken the payment.  He was not going to be allowed in even on July 18, the manager would only let him if he did not cancel and she offer to wave the initial cost which we actually had deducted on July 18.
  
  Regards,
  
  *******************************

• Initial Complaint

  08/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My ASK is to allow me continue $99 membership/year with no additional fees. Since year 2016 I used to pay $99 per year fees at **********, ******** location, I was told $99 membership/year will exists if I continue yearly with no break. My yearly membership renewal is due by Aug 29 2024 when I approached service desk, 10-Aug-2024, to pay $99 yearly fees, spoke with new Manager ****** (I may have spelt wrong) I was told this $99 membership/year is not valid. I want to continue coming to Planet fitness located at ****************************************. Only Managers from this location knows in which Menu from the Computer system to navigate and accept the $99 yearly membership fees. Let me know via email whom to contact from this location in order to make this payment of $99 yearly membership fees before 22-Aug-2024 since I am due for my payment 29-Aug-2024

  

  Business response

  08/29/2024

  Unfortunately,this membership type is no longer available, so we are unable to offer it at this time. We do run various promotions throughout the year, so feel free to check in with our staff from time to time. 

*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. ↩