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Business Profile

Fitness Center

Planet Fitness

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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:12/06/2023

    Type:Product 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.
    Subject: Unwarranted Cancellation of Membership and Inappropriate Treatment at Planet Fitness, ******* ** To Whom It May ********* am writing to express my deep concern and distress following an incident at the Planet Fitness location in *******, **. As a traveling business professional and a combat-disabled veteran, fitness has been a crucial part of my physical and mental recovery. Unfortunately, my recent experience at this facility has been alarming and counterproductive to my health progress.On 12/6, I attempted to check in for my routine workout using the Planet Fitness mobile app. I was approached by a front desk clerk who noted the absence of my photo in the system. I acknowledged this and offered to resolve the issue by presenting my identification, including a drivers license and passport. However, the clerk responded with undue aggression, stating that he was canceling my membership for talking back. Despite my attempts to address the situation calmly and professionally, the clerk escalated the matter, loudly announcing he was calling the police.The responding officers, upon hearing my explanation, were equally perplexed by the situation. They suggested I visit the **** instead. This level of hostility, particularly towards a veteran with PTSD, is deeply troubling. Planet Fitness promotes a Judgment Free Zone, yet the behavior of this employee was anything but.As of today, I have received a notification of membership cancellation. This is particularly distressing given my frequent and issue-free use of Planet Fitness facilities over the years. I urge the Better Business Bureau to investigate this matter to prevent similar incidents in the future. This behavior should not be representative of an organization that claims to provide a welcoming and supportive environment.Thank you for your attention to this matter.Sincerely,**************************

Planet Fitness is NOT a BBB Accredited Business.

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