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:03/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Planet Fitness failed to correctly inform me of the only way they allowed for a cancel membership is to come into person into the gym and signed paper work. So when I verbal told them since I have not been using my membership for over a year I would like to stop paying for something I am not using, they said no problem. After I was charge for a new month, I figured that's werid but most likely the last month I will pay for. Then I was charged again and this is where I become upset. Planet Fitness workers than told me that until I sign paperwork they will countine to charge me. I did not feel nor have the mindeset that they intentionally lied to me on the phone at that point. But now that I have talked to the area manger for Planet Fitness and have had many negititve interactions with them it has become clear to me that they with held the truth to be able to collect more money from me. I put a stop payment on Planet Fitness and warned my bank that I was in dispute with Planet Fitness. This upset Planet Fitness and they insisted I come in to sign paper work, well I finally did that. They submitted that paper to my bank to show their charge for yet another month was an accurate charge to my account. This is the 3rd month I paid for despite not using their facility and had been in open communications with them I wish to cancel my membership. The area manger attitude was basically good luck and don't worry I always win because this is not first time dealing with this. They gym went around my stop payment and used an expired bank card to force the payment through my bank. How is that okay? The gym asked me on several occasions to update the info on the bank card just in case something happens with my account. My bank says I can not file a fraud claim since I already file a stop payment. But planet fitness has successfully won charging me 3 extra times despite me trying to cancel my membership. Planet fitness intentional lied to be able to countine to charge me.

  Business Response

  Date: 03/24/2025

  I checked in our system and I found no one by the name of ****** ****** in our system. I'm not sure if he's a member at our club or another one. 

  Business Response

  Date: 03/24/2025

  I checked in our system and I found no one by the name of ****** ****** in our system. I'm not sure if he's a member at our club or another one. 

• Initial Complaint

  Date:01/18/2025

  Type:Billing Issues
  Status:

  AnsweredMore 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 signed up for a month to month membership with Planet Fitness and called to cancel the membership back in June. When I called, I was told that I had to write a letter and mail it for the membership to be canceled or come to the fitness center. I expressed to the Representative that I homeschool my daughter in the mornings, work from 11am to 8pm, and once off work, I would look after my husband who is disabled and our child whom is 11 years old. I told the representative I would be unable to make it to the center but will write a letter. I wrote a letter and sent it to the address on their website. I assumed it would take time so I waited until September to make sure it was canceled. I check my bank account and noticed that I was still being charged from September of 2025 to January of 2025. I did not authorize on going charges and did what I was told by the representative on the phone. When I wrote an email, I was told to now certify a letter and send it. I don't feel that I should have to go through this process with them again. I would like a refund and a membership cancellation. I did what I was asked to do and were still charged each month. I've never been to the gym due to starting the new job a few weeks after signing up. I have expressed this within both the letter I mailed and emailed to Planet Fitness. To add, the *** have passed law due to these scamming tactics I am now learning about. No means no. If I no longer want the membership, creating a round about way to cancel feels like fraud in my opinion.

  Business Response

  Date: 02/18/2025

  We received a letter in the mail to respond to this complaint for a second time. The first time we went to respond, we were told the complaint was closed, which is why I didn't respond. After reviewing the complaint and looking into Ms. ********* membership, we received no letter of cancellation and she had a past due balance of $174.95. She had her bank return those fees, therefore, there is nothing for us to refund back to her. We never got those payments. She also claims she sent us an email about cancelling. That is not a procedure, written in the agreement she signed when starting the membership up, to cancel. However, we looked back at our club email's inbox and trash(on the off chance it got deleted) and have no email from her as well. The membership has been cancelled out as of February 10th, 2025 and the balance of $174.95 has been waived. There will be no refund processed, since the last payment we received from her was August 17th. Everything after that she got returned to her by her bank as stated in our invoice history.