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Business Profile

Gymnasium

Planet Fitness

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Gymnasium.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 2 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:11/18/2024

    Type:Product Issues
    Status:
    Answered
    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 contacted multiple times in regards of cancellation of my membership. I was told to cancel Id have to travel back to my home gym which isnt possible because I am not in state nor plan to be anytime soon. I am no longer a member at this gym, as well do not have active access to this gym verbatim of associate. Yet , I have been charged month after month a members fee. Im highly upset to see the little money I have left get removed from my account at inconvenient times. Please return my money & cancel this membership!

    Business Response

    Date: 12/02/2024

    Thank you for contacting us.

    We are sorry to hear you need to cancel your membership at this time. We hope you had a great experience at Planet Fitness. If you have any feedback for us, we would appreciate hearing it. Thank you for your business with us. We hope to see you back in the future!Below are instructions regarding membership cancellation:

    You may cancel according to our policy: Per the agreement, in order to cancel a membership, one must either go to the club in person to fill out a cancellation form, or send a letter (preferably via certified mail) to the club, requesting cancellation. Please note: Memberships cannot be cancelled via fax, phone, or email.

    The processing of this cancellation request is subject to any agreement obligations. For more information, please refer to the membership agreement or call your home location. If your membership has a 12 month commitment and you wish to cancel at any time before the commitment is met, you can pay a $58 buyout fee to do so. If you wish to cancel after the 12 months has been met, the buyout fee 

  • Initial Complaint

    Date:06/21/2023

    Type:Billing Issues
    Status:
    Answered
    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.
    During the pandemic I cancelled my membership with Planet Fitness in 2021 for fear of my safety at public gyms. I stopped payment at that time but they continued to charge my account and bill me even though I no longer visited or used their services. I have not been in their gym in over two years, yet they continue to bill me and renew membership without my permission. They are not very customer friendly when it comes to cancellations and it almost takes an act of congress to get them to do the right thing when people no longer wish to use their facilty. I would like to merely have any balance/charges added to my account after 6/2021 removed and/or refunded. I want my membership cancelled and no further contact or billing from them. I tried to resolve this issue with the business directly but they werent willing to speak with me about it and referred me to corporate who then referred me back to the local business who has refused to assist me. This is not a complaint against a person or employee of the company, this is a complaint about the business and their unreasonable policies and practices.

    Business Response

    Date: 06/22/2023

    Member is a active member of Planet Fitness account hasn't been cancelled.

     

    Unfortunately,non- use or requesting to deny payments will not cancel the monthly billing and will not void responsibility on your part for the membership dues. A $15 service fee is applied each time a payment is returned as uncollectable.

    We are sorry to hear you need to cancel your membership at this time. We hope you had a great experience at Planet Fitness. If you have any feedback for us, we would appreciate hearing it. Thank you for your business with us. We hope to see you back in the future!Below are instructions regarding membership cancellation:

    You may cancel according to our policy: Per the agreement, in order to cancel a membership, one must either go to the club in person to fill out a cancellation form, or send a letter (preferably via certified mail) to the club, requesting cancellation. Please note: Memberships cannot be cancelled via fax, phone, or email.

    The processing of this cancellation request is subject to any agreement obligations. For more information, please refer to the membership agreement or call your home location. If your membership has a 12 month commitment and you wish to cancel at any time before the commitment is met, you can pay a $58 buyout fee to do so. If you wish to cancel after the 12 months has been met, the buyout fee 

    Business Response

    Date: 11/18/2024

    Thank you for contacting us. I would be more than happy to pass this situation along to the locations to the Reional Manger and the Director of Operations, and have someone reach. 

Planet Fitness is NOT a BBB Accredited Business.

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