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Business Profile

Fitness Center

Planet Fitness

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fitness Center.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 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:03/08/2024

    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.
    On January 16th I went to planet fitness in ********, *******. I advised the employee that I needed to update my debit card for payment. I was out of town and miss a payment. The employee kept looking at me and the computer but did not say anything. The employee asked another employee to help me. I advised the employee the situation. He took my card and updated the system. I ask how much will be charged. The employee told me just this month payment which was $24.99. With the fact I know they can waive late fees and even waive a month payment. I thought I would be charged just the monthly payment like he said. Instead, my card was charged $34.99 on January 18 then $24.99 on January 19. They could of advised me of the $34.99 payment which they didn't.

    Business Response

    Date: 03/18/2024

    Per the aggreement that ***** signed, in the attached files, states that if a member has an outstanding balance we are allowed to charge them for that amount. ***** missed his monthly payment in December, therefore a $10 late fee was added to this monthly payment. ***** has missed payments before and was given multiple courtesy waives. When he came in to update his billing is when his payment went through because we had no valid way to charge him before that. The card that was attached to his account declined multiple times when the payment was trying to be processed. The empolyee that told him he would be cahgred $24.99 was not aware of his missed payment, that is why he was not advised of that.

    Customer Answer

    Date: 03/21/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
    I just restarted my membership in  August of this year (as you can see by the pics) so I havent had multiple waives. Before I restarted my membership, I havent had a membership since the pandemic. Also the fact of paying a year membership fee before even having the membership for only 4 months. Matter of of fact, Ill be filing a complaint against that was well soon! 

    [Provide details of why you are not satisfied with this resolution.]

    Regards,

    *************************

    Business Response

    Date: 04/03/2024

    The waives in my first response were in reference to your waives under your past aggreement which each one is listed in your account notes.. Waiving a member's fee is a courtesy that is determined by a manager, it is not something that is included with your membership and therefore does not reset when you start a new aggreement. The agreement that you signed, whether it be online or in person, states that you agree to pay the annual membership fee on the scheduled date and cannot be changed.

    Customer Answer

    Date: 04/10/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

    [Provide details of why you are not satisfied with this resolution.]

    I know for a fact this business does waive fees. They never provide an agreement, so I cannot refer back to the agreement. I know this company do a lot of unfair practices with this business. I'll file a complaint with the attorney general. As so file another complaint in regards with the yearly fee.  
    Regards,

    *************************


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