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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

  • 2 total complaints in the last 3 years.
  • 1 complaint 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:12/10/2024

    Type:Order 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.
    I went into my Planet Fitness on 11/18/2024 to cancel my membership and I was advised by the gentlemen working that I needed to do it online. That was the only discussion with him. He didn't ask my name, phone number or anything just told me to do it online so no problem.I went online to cancel my membership, however, there is no where to do that and ****** stated you had to go in person to cancel.I went to my gym on 11/29/2024 to cancel and she said I could cancel no problem, however, I would be charged the $52.43 annual fee due 12/1 and that I did not cancel in time to waive the fee. I tried to cancel on 11/18 but was told to do it online so I met the required time to cancel had the employee gave me the correct information. She grilled me on what the employee looked like what time I was there who else did I talk to and on and on and basically eluded that I was lying.....I didn't take notes while I was there I merely asked a question of an employee who obviously didn't know the answer.She said I would need to talk to the manager and call on Monday of the next week. I called and spoke with the manager, ***** **********, and asked for a refund. He stated there was no record of me being there, again, assumption that I was lying. He said there was nothing he could do and I would owe the annual membership starting December 1, 2024 when my membership was canceled on 11/29/2024 and I won't be returning. I told him it made no sense to make me pay for a membership that I wasn't using. He stated I didn't cancel in time which I AGAIN explained that I tried and it was not my fault that his employee gave me the incorrect information. Perhaps the employees should be better trained and the policies and not give the wrong information.

    Customer Answer

    Date: 12/04/2024

    Below is the address of my local Planet Fitness location as requested :

    *************, Rockledge, FL 32955

    Thank you!

    ***** ****

     

     

  • Initial Complaint

    Date:02/15/2024

    Type:Service or Repair 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.
    I called and canceled me and my husband's membership due to leaving town to get my mom cancer treatment. We were told by the representative that everything was canceled. A few months later I noticed that we had been having the fees taken out. I checked my account and every month the charges had come out. I called and asked why we were still being charged and was told I had to come in to cancel it. I explained I had called and was told they were canceled. They said "I don't know who told you that but you need to come in to cancel." I explained I couldn't come in as I was out of town taking care of my mom with cancer. I e-mailed their corporate office and never got a reply. This is unbelievable. All I wanted to do was cancel but instead each and every month they charge me. I want a full refund for all the charges as I was told my passes were canceled by an employee! I haven't been contacted by anyone in upper management or their corporate office. It's infuriating!

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