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:02/15/2025

  Type:Billing Issues
  Status:

  ResolvedMore 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 started the membership over a year ago online. Each month the membership fee of ***** was supposed to be charged to my bank account. During enrollment they make you provide a card and bank account information. I didnt notice until 2/15/2027 that they were removing the money days ahead of the actual date. I attempted to cancel it so they could return my funds but they claimed it was canceled, but stated I still had access until 3/17/2025! My reasoning I explained that I recently lost my job. It is a lot on my plate right now with ZERO income coming in and Im battling to see if I can receive unemployment simply to try and sustain until I can figure it out. After I joined I read/heard people complain about how difficult it is to cancel their memberships and how people are going to other gyms outside of this company. I just want my money refunded and that they dont also charge me a annual fee.

  Business Response

  Date: 03/11/2025

  Hello, 

  The general manager has communicated the following to the member. We will be refunding the February monthly dues and since the cancellation was completed in a timely manner, the annual fee will not be charged. 

  We hope your experience with Planet Fitness has been positive, and we wish you the best of luck with your current situation. Should you decide to return, well be here to welcome you back.
  

  Customer Answer

  Date: 03/12/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:12/12/2024

  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 hope this message finds you well. I have been in touch with the billing department regarding my account and have sent several emails and requests through the help email. It seems that an account has been opened in my name without my consent. I currently have an outstanding bill that I would like to resolve, as I do not live in the area and have never visited this location.I would greatly appreciate your assistance in addressing this situation, as I feel my account may have been compromised. I have not utilized the account, but I am eager to cooperate to find a resolution. Thank you for your time, and I look forward to your guidance on how to proceed.

  Customer Answer

  Date: 12/13/2024

  Billing statement as requested 

  Business Response

  Date: 01/27/2025

  We have attempted to call ****** and have not heard back from her. 
  
  Her initial issue was us having an account under her name and using her billing information that she did not authorize but we do have her e-signature. The account has since then been closed as it had an overdue balance that was never taken care of. We also have another previous account under her name and same billing info and had her photo attached that she also let run with an overdue balance that we had to close out because no action was taken on her end to take care of the balance. 
  
  If there's any way that we can be assisted with reaching her to ensure we bring a resolution for her, it will be greatly appreciated.
  
  Thank You,
  ******* *****
  General Manager I **************
  **************************** d/b/a Planet Fitness

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22681069
  
  I am rejecting this response because: 

  I am rejecting your response because I did not authorize any accounts, and my signature was forged. You havent made any effort to contact me. I will not pay for anything I didnt authorize. If you had reached out, I would have seen missed calls or received a voicemail. I have no outstanding balances with any Planet Fitness. Please resolve this issue, as I have already disputed the charges with my bank, which is why no transactions occurred. I will not sign up for a membership and not use it. If you dont understand the situation, I may consider legal action because your claims are unreasonable. You cannot verify my signature based off an electronic signature.
  

  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 02/04/2025

  Hello,
  We have two accounts linked to ****** ********* name, both with similar information and outstanding balances. Attached are the agreements from both accounts, a receipt from a donation received on the day ****** joined **************, and the notes we have with all the attempts sent to inform ****** of the overdue balances. To help ****** rejoin the club, we ask that she please visit the front desk to update the billing detail, both primary and secondary, and settle any overdue amounts from the last 60 days. We're happy to assist with any other balances and guide you through the rejoining process.
  

   

  Thank you!
  ****** ******
  District Manager I **************
  **************************** d/b/a Planet Fitness
  ****************************************************************************************
  **************
  *****************************************************

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22681069
  
  I am rejecting this response because: Subject: Formal Rejection of Membership Claim
  
  Dear [Recipient's Name],
  
  I am writing to formally reject the recent response regarding the alleged membership associated with my name. 
  
  First and foremost, I must emphasize that there is no evidence of any attempts to reach out to me about this matter. I do not have any accounts with your gym, nor have I ever signed up for one. Additionally, I do not reside in the area, making it implausible for me to have registered, attended, or made any payments to your facility.
  
  Your claim of multiple accounts attributed to me appears unfounded, and without clear, verifiable evidence, I cannot accept any assertions that suggest otherwise. Therefore, I need to make it unequivocally clear that I will not be making any payments for a membership that I never authorized or signed up for in the first place.
  
  I urge you to rectify this mistake promptly.
  
  Sincerely,
  
  ****** *******
  

• Initial Complaint

  Date:09/09/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Joined Planet Fitness in ************** late 2022. Facility, staff and members were great. Mid 2023 management and staff changed. Machines down, Facility dirty, black card amenities were constantly down. No help from management. One staff member in particular, *****, was consistently rude to members and non existent at the desk. Again, no help from management. Early 2024 locker was broken into, lock cut off as well as several other members. ***** was asked to call Evergreen Park Police and her reply was "I don't call but you can" as she walked away. Planet Fitness refused to work with Evergreen Park Police with investigation, cameras or logs. Be warned of this facility, many other great clubs within driving distance. Again, never had a problem with the members only Planet Fitness staff and NEW management.

  Business Response

  Date: 09/27/2024

  Hello,

  Thank you for bringing this matter to our attention. We sincerely apologize for the lack of customer service you experienced. Our goal is to provide exceptional service, and your feedback is invaluable in helping us improve.
  

  We will look into this issue promptly and make any necessary corrections or changes. Your insights are crucial to our ongoing efforts to enhance our customer experience.
  

  Thank you once again for your understanding and support. Please feel free to reach out to the General Manager for any future questions or suggestions. 

  **************************** doing business as Planet Fitness
  ****************************************************************************************
  P: **************
  E: *****************************************************