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:05/02/2025

  Type:Product 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 attempting to cancel my Planet Fitness membership since moving out of state in December 2024. Ive tried every method advisedvia the app, website, and repeated phone callsbut have been met with constant misdirection, lack of support, and failure to follow through.The app and website direct me to contact my original location.That location tells me to use the app or speak to a manager, who is never available.Ive called repeatedly, been promised callbacks that never came, and told to come in person (which I cannot do, as I live in a different state).Ive also been told to switch my membership to a local club, but I am unable to do so via any of the available platforms.I have physically gone to locations near my new residence, but they were unable to help and referred me back to my original club.I attempted to escalate the issue via two separate customer service email addresses, and both messages bounced back as undeliverablefurther demonstrating how inaccessible and dysfunctional the support system ***** this point, I have made good-faith efforts to cancel my membership for four months, and the system has made it impossible.Requested Resolution:I am requesting:1.Immediate cancellation of my Planet Fitness membership.2.A refund for the monthly charges made since January 2024, as I have not used the facilities and have made repeated, documented efforts to cancel my membership during that time.Thank you for your attention to this matter.

• Initial Complaint

  Date:01/05/2023

  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.

  **** is the manager at the Kirkwood location in **. My first interaction was hearing him tell other employees "If someone asks for me tell them I am not here, even if I am not doing anything". One employee stated that he prides himself on being a narcissist and this behavior is common. He has lied to me about charges/dates as you can see in the files I presented, he has lied about his identity to avoid addressing issues of concern, he has lied or rather denied exchanges to avoid coming to a resolution, he accused me of calling to make a complaint after he sent back to back messages about improving his rating, he called and left an intense message because he did not receive a rating that was fitting for him and he told me in a very angry and disrespectful and he followed up via email and I later called to address the behavior. Both **** and staff refused to give me upper managements information. **** stated that he would not contacted upper management because "I have to do that and I am not going to contact him". After a back and forth he agreed but it was to get me to leave and he kept his word on not resolving the issue. I requested to cancel via email and I was charged because he did not acknowledge my email so I went in person. I was charged four times in a matter of two months, I received additional fees although he stated he would change my card to the primary method on file, he claimed that my account was charged additional fees because ACH was a requirement as primary although I initially paid by card, I was charged over the base rate in my contract, I had to report cleanliness issues and I engage the staff versus the other way around. I believe my rating was too generous and in retrospect. I am requesting a refund and for this behavior to be addressed (management and staff are young and inexperienced which lead to half stepping and carelessness). Someone with more experience should monitor their work ethic.

  Business Response

  Date: 01/04/2023

  Hello and thank you for your message, we would be happy to assist further. After using the customer's information provided, we were unable to locate a Planet Fitness membership within our franchise based in ******, **. This may be because the membership originated at a location outside of our franchise and therefore, we would be unable to view membership details. We were able to contact ************ *******, ** Planet Fitness location and confirm your membership was with their franchise. We have notified their management team of your concerns and recommend to follow-up with your home club location by calling ************ as they are able to see your membership details and may be able to assist further. Please let us know if you have any questions. Thank you!

  Customer Answer

  Date: 01/04/2023

  Complaint: 18640071
  
  I am rejecting this response because I want to file a complaint with the correct location instead of close the case as resolved.
  
  Regards,
  
  ***************************