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Business Profile

Fitness Center

Planet Fitness - Aurora (Arapahoe Crossings)

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fitness Center.

Complaints

Customer Complaints Summary

  • 2 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:11/22/2023

    Type:Sales and Advertising Issues
    Status:
    Unresolved
    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 attend and have a black card membership through planet fitness and have the ability to use the various clubs here in ********. As I've been going to the gym to workout and use the facilities amenities such as showers, hydro massage/massage chairs, and lounge area, I've more recently have had issues with some of the locations. As of yesterday 11/21/2023 I went to use the facility that morning. I took a shower and left to get to work. I was told I was wrongly scheduled and went back to the gym. As I walk in the door I try to check in and get my run started. I buy a pack of gum and return a few minutes after. As soon as I walk into the door I'm bombarded by accusations from the manager of ********* saying I've been there for hours even though I just got there. I've also only been to ********* about 3 or 4 times in total and haven't been there for more than an hour or two. The manager there went on a long rant of how I had been threatening in some way or making the members feel uncomfortable even though I had rarely or infrequently visited. She also brought up that I had in my files notes about how I had made a mess in a club at some point without proof or specifications, she also made very vague and untrue remarks about how I was making various policy violations without proof or reference and called my home club to get my membership revoked. The member at my home club also accused me of various violations without specifications and went as far as to say I was hostile or threatening in some way even though I was by the entry way and away from the desk. I made no advances and didn't yell at anyone and didn't threaten anyone. Being accused of doing something wrong in vague terms or being accused of being threatening in any way is unacceptable. Things like that as a false accusation can lead up to actual legal issues that I could face and in no way shape or form did I do anything. I want to be able to use the facilities without being accused or discriminated against.

    Business Response

    Date: 12/18/2023

    Someone from Planet Fitness Management will reach out to you by the number provided in your complaint to discuss this situation with you directly, to help provide clarity and more information to the matter. 

    Customer Answer

    Date: 01/03/2024

    Someone from Planet Fitness Management will reach out to you by the number provided in your complaint to discuss this situation with you directly, to help provide clarity and more information to the matter."

    I never received a call, email or any sort of communication from the business and I am trying to get a resolution to using the facilities or using the equipment without feeling as if I'm in an unsafe, or unwelcoming environment. I would like to use the facilities without discrimination due to appearance. 

  • Initial Complaint

    Date:08/01/2023

    Type:Billing Issues
    Status:
    Unanswered
    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.
    About 8 to 9 months ago I called planet Fitness at this location to cancel my membership because I was losing money because I wasn't going to the gym (no time) and was still being charged so I called and talked to employee over the phone letting them know I wish to cancel for the following reason and they said it was cancelled. I also wasn't being charged for quite awhile and I have an app that shows that I haven't been active at the gym for quite some time. So apparently the manager states that this membership was rewritten in May and apparently started taking money out of my account again but she says the only way it can be rewritten is if I called to start my membership again. Which never happened. I was told it was cancelled and it turns out they never cancelled it. So they charged me starting from May 25.40$ a month BUT this month july I was charged two 25.40$ fees and overdrafts from my bank because of this, on top of an additional 39.90$ fee charge today. I am in the process of starting my new job and I am being overdrafted on my bank account to cover the charge because I am low on money till I get my first pay check I called and asked to get refunded for all this and management stated that apparently I have to cancel in person and I was never informed of this which still doesn't explain why nothing was being charged for them for long months. She told me she couldn't do anything about the money that was taken from me when I had thought this was dealt with long ago. ********, July: May 25.00$, June 25.00$, July (charged twice) 25.00$2: *****, and August 1st: 40.00$ because of planet fitness charges/ overdraft fees in my bank account equalling out to: about (140.00$) that they took without my knowledge till now. I'm being told that old management may have just been not the greatest at informing people. But either way they didn't plan to do anything about the money I'm out of. Management also said they'd cancel my account and get back to me and yet to hear back

Planet Fitness - Aurora (Arapahoe Crossings) is NOT a BBB Accredited Business.

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