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:06/10/2024

  Type:Product 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 had reached out to the location that I had a membership at to cancel multiple times. I was not told that I could send something in the mail and I STRICTLY had to come in the gym. I informed them I do not have a car and I unfortunately would be unable to do so and I was hit with the "that sucks". I let him know it does and I am really needing it refunded. I never used my membership due to having no transportation and then one day when my card is unlocked, they hit my account with the $49 annual fee. I call the planet fitness location and the woman basically told me I was out of luck. This is the Jeffersonville, IN planet fitness, I let her know that I never used the membership and had to lock my card due to them wanting to charge the $10. This came out of my funds for groceries and I am now needing to wait until I get paid again to even buy the groceries which is a week away, since they charged me right on my pay day, 6/6/24. I explained multiple times that I cannot make it to the planet fitness multiple times on multiple occasions before the annual fee was billed.

  Business Response

  Date: 06/12/2024

  Good Afternoon! 

  This club member joined on 4/5/2024, and since then we have not successfully drafted a membership payment. His account currently has an owed balance of $89.00. His membership was cancelled on 6/6/2024, and the balance will remain. 

  Thanks! 

  Customer Answer

  Date: 06/12/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  I had no way up there to cancel it, if you would have read my initial response. I am not paying it, I am requesting a refund for $49 for the annual fee because I never used the membership and everybody was rude when I contacted. The balance WILL NOT be paid since I had no way up there to cancel it and a friend of mine had to do it for me. My balance was actually at $40 something when I had looked at it last but beings there isn’t an account connected to a membership I cannot see that. Once again, refund my $49 and I’ll NEVER step foot in another planet fitness again, you can bet on that.

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

  Business Response

  Date: 06/14/2024

  Good Morning! 

  Club management has reviewed this members account, and as stated, we never successfully collected any funds. We are unable to process a refund for funds we did not obtain, as this is why there is a balance on the account from the rejected payments. 

  Thanks! 

  Customer Answer

  Date: 06/14/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because you most certainly did collect funds. I need a refund, thanks!

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

  Business Response

  Date: 06/14/2024

  Good Afternoon! 

  Reviewing the club members invoices, the reason we are not able to refund any funds is due to them disputing the charge of $49.00. They have already received a refund from their bank.

  Thanks! 

  Customer Answer

  Date: 06/17/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I have not received the refund from my bank. 

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

  Business Response

  Date: 06/17/2024

  Good Afternoon! 

  We have received a chargeback dispute from this clients bank from where they stopped the payment. We are not issuing a refund, and if they state that their bank did not return the funds, they can contact them directly.

  Thanks!

  Customer Answer

  Date: 06/17/2024

  
  
  Complaint: ********
   
  
  I am rejecting this response because:
  

  They have not returned the funds yet and until it’s approved with my bank, I’ll keep doing this as this is an ongoing issue that has not been resolved with the bank at this time so it’s not a closed case and me “accept the decision”. If they decline it, I will once again follow up here, once approved with them I will accept your response!

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

• Initial Complaint

  Date:04/22/2024

  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.

  On October 23, 2023 I had visited my local Planet Fitness and signed up for the $1 down $24.99 a month membership. After purchasing the membership I had visited once that month to use my membership. Me and my family had moved shortly after and I hadn’t had the time to even visit the PF anymore. Upon trying to cancel my membership I realized, I was not able to cancel the membership online, but was only able to cancel by visiting that specific location. I have since been charged the $24.99 every month with a one time charge annual fee of $49.00 on December 1 2023. I would like to have my membership canceled as I cannot go to the local PF to cancel it in person. I would also like to be reimbursed for the monthly fees of $24.99 that were charged to my account 7 times (not counting the first fee of $24.99 considering I had visited once and used the services) plus the 1 time charge of $49 for a total of $223.93.

  Business Response

  Date: 05/15/2024

  Good Afternoon! 

  This club member has a balance due of $118.98 on his account. This includes the month of November's membership dues, December's annual fee, and December's membership dues. In addition, there are two late fees added to the account for the rejected payment process from the annual fee and December's monthly dues that failed to be collected. In the club membership agreement, to cancel he is able to visit the club, send a certified letter, or cancel online. All cancellations must happen before the 10th of the month. The membership has been cancelled at this time, and he is not owed a refund. 

  Thanks!