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Business Profile

Fitness Center

Planet Fitness

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fitness Center.

Complaints

This profile includes complaints for Planet Fitness's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

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

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    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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    • Initial Complaint

      Date:03/26/2024

      Type:Billing 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.
      In July of 2023 my wife ******************************* and I, ***************************, went into ************* and requested that our memberships be cancelled. My wife let them know that her maiden name was ********* since her membership was activated before we got married in 2020. The young woman at the counter assured us it was taken care of. The next month we were charged membership fees. I called my bank, they said I had to have pf handle it. I went in again and met with the same young woman who apologized profusely and assured me it was taken care of. The next month we are charged again. I call a customer service number for pf I found on the internet and they said since it was a franchise they couldnt do anything. Fast forward to today, March 25, 2024. My wife took paperwork from the bank to the ************* planet fitness where the same young woman was there. The young woman claimed we never told her about the maiden name and refused to give us the money they'd taken from us since our initial request 9 months ago. I do not want anything other than the ****** they have charged us.

      Business Response

      Date: 03/26/2024

      Good Afternoon,

      We have looked into the accounts of the ********** in question and tried to identify where this issue stems from.  After reviewing the accounts both ***** (*****) (standard account created 6/2017) and *********************************** (*****) (standard account created 12/2022) accounts were both in good standing until they came into the club and canceled in person on Aug 4, 2023.  Neither of those accounts have been billed since the day of cancelation.  Where the issue arose it seems is that ******************************* (**************************) had opened a seperate account on 8/2019 with a different membership type (*****) under her maiden name.  This account was our preimum membership with additional ammenities attached to it.  This membership was in good standing until ******* canceled the account on March 25, 2024, that account will also not be billed moving forward.  Again, both accounts for the members were canceled the day of request, unfotunatley it appears that they forgot they had a 3rd account opened which we also canceled on the day they notified us they would like to cancel it.  Unfortunately we will not be able to issue a refund due to the creation of another account by the member, and one that was a seperate account type.  Should ******* and ***** choose to come back to PF we would be more than happy to waive any start up fee to get them going again.

      Thanks again, and have a good day.

    Planet Fitness is NOT a BBB Accredited Business.

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