Complaints

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.

• Initial Complaint

  Date:11/21/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 have been a member of Planet Fitness's *********** location for several years, but moved away from the area in September of this year. I called the location in October to cancel my month-to-month membership auto-renewal ($21.99 per month) and was initially told that they would only cancel it if I visited the location in person. After telling the representative on the phone that that I moved to ************** and am unable to visit in person, they told me that they would cancel my membership if I mailed them a letter asking for it to be cancelled. I mailed a letter on October 18th, requesting that they cancel my membership. Nobody responded to my letter and I found that they had drafted my checking account on November 18th for another month of service. I called and spoke with someone at the location on November 20th, who told me that my membership is still being actively billed, he said that 'someone from management' would call me on November 21st to resolve my issue, but that hasn't happened.

• Initial Complaint

  Date:02/07/2024

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 canceled my contract in person approximately 6-7 months ago due to financial reasons. I was told by an associate after telling him unwanted to cancel it and the associate said you're all good and told me to have a great day. I have not been to the planet fitness or any of them since and the business has kept taking money from my account. The manager today told me he can do nothing for me caus8ng a 225 dollar financial loss and the manager told me that because the associate forgot to leave notes the debt will remain on me and apparently he will uphold the contract against me. I am looking for compensation and an apology because I am a disabled citizen of the untied states a d do not appreciate this type of theft and fraud from a big business. Not will I be told that because an associate made error, it will a debt that they will nit refund. I will take them to court and will not accept discrimination or fraud against me. ****** is the manager and he was disrepctfuk and refused to give me his managers phone number or contact name. I want my money back

  Business Response

  Date: 02/29/2024

  ********************* is a member at *************** 88th Planet Fitness located at *****************************************************. While this location, *********** 72nd, is in the same franchise we do not cancel or make member changes unless we are the members home location. Our team members and management do not give out the contact information of our District Managers, however, I will be passing ******* information up the chain with a request for a follow up. I will also forward this email so that this can be resolved with the correct Planet Fitness location.

  Customer Answer

  Date: 02/29/2024

   
  Complaint: 21261459
  
  I am rejecting this response because: I need to to maintain communication to hold you accountable for the discrimination and refusing to send me the email to close out my account after messing up on clos8ng my account. **** need to reimburse me as well as reprimanded the manager named ******. What horrible and undisciplined behavior to have in a Manger who runs the building. Plus ****** said that my complaints will go back to him and he will dismiss them. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:09/05/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  The manager at this location has made me never want to come near this place again. I went in today over a billing issue. First, I am told I have two accounts, and a zero balance by a nice young man with a *****. He cannot find the charge in question (mind, i have already called my bank to confirm that all payments i have agreed to were fulfilled). He called over the manager, who did not even listen to the full issue or what he had been told before he began prying around my account and tells me I owe them money - the exact amount that i was charged earlier today and have proof of. I tried to explain the situation to him and that I was quite literally just told something different, but every time I began to speak he would speak over me. He blamed me for the issue without even listening to what was going on. He also told me that they didnt have my bank account information but when he turned his screen to me to show me - I was able to point out my banking info immediately. He then began to raise his voice at me and again, spoke over any response I attempted to make. I held up my phone to show him my bank statements, and at this point was shaking as he was being very loud about the situation in a public setting. Instead of asking me to bring the phone closer or set it down so it wasn't shaking, this man thought it would be appropriate to shake his hand in front of my face, physically mocking me, saying i cant see it because you wont hold still. I am dreading having to even see him to come in and cancel in a few days, since apparently he could not do that for me either since i owe him money that I already proved I had paid. NO ONE should ever have their physical anxieties mocked to their face. This was extremely disrespectful and it is concerning that someone who behaves this way would be a manager. It is a shame that a simple billing dispute - something i wouldnt write a complaint about - had to become a BBB complaint about how to treat people correctly.