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:11/12/2023

  Type:Product 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 signed up for a Planet Fitness membership on September 16, 2023, however, my military obligations do not allow me the time to commit to Planet Fitness. As a result, I have NEVER used my membership. I have been attempting to cancel my membership since September 2023. Due to mandatory training exercises, I was not able to visit Planet Fitness, Jamaica Plain within three days of my contract to cancel my membership. On September 24, 2023, I visited Planet Fitness, Jamaica Plain, and requested to speak with a manager however I was told to come back on a weekday between 8am and 2pm, as he was not available at the time. I explained that my schedule would not allow me to come back at the times requested, as a result of my military obligations. I asked if there was any way I could call and speak to the manager on the phone and was told I would have to speak with the manager in person even though my schedule conflicted with his. Although I did NOT use its facility and could not reach a manager, Planet Fitness charged me $25.03 in September, $25.03 in October, and an annual fee of $49. After several attempts, I was finally able to cancel my membership on November 10, 2023, however, Planet Fitness has refused to issue me a refund of $99.06 that was taken from my bank account. I have visited and called Planet Fitness these past three days to speak to the manager, but my attempts have been to no avail. I would like a refund of $99.06 issued to my bank account. Thank you.

  Business Response

  Date: 11/16/2023

  Hello, Thank you for reaching out. I apologize for the inconvenience, I will submit refund today and should process within 3-5 business days. I will also contact the member directly and go over the refund process and when to expect his return. 

   

  Best,

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

  General Manager Jamaica Plain 

  Supreme Fitness Group LLC d.b.a

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

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

  Customer Answer

  Date: 11/16/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  Patience Gbedema

• Initial Complaint

  Date:01/24/2023

  Type:Order Issues
  Status:

  UnansweredMore 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 purchased online a planet fitness membership on Jan.9,23. The gym offered a promotion $1.00 to enroll, but was charged a total of $9.40 on which website explained it was partial membership fee and he remaining membership fee amount would be deducted on the end of the month. I was then charged a membership fee of $25.03 on Jan 17,23. So, advertisement was false. After utilizing the gym around 13 different occasions I was constantly being told that I was doing something violating gym rules or policies without the full understand of which rule was violated. I attempted to cooperate to avoid the friction.And was unaware of each spoken to it type as warnings on membership account.When I went to the gym I was constantly harassed and spoken to in a demeaning way. Today for insists I was utilizing the hip machine on which it sways right and left and once completed my exercise & being watched by the female staff ****, I then approached by male staff **** and was told that I am in violation of make too much noise with the weights of the hip machine and that he would be terminating my membership today & to gather my things and leave the premises. I calmly communicated that I was not aware of the noise of the machine since i had my headset to listen to my own music & also there's music playing throughout the gym.**** then informs well your also in violation for wearing boots on which is considered grommet. I then ask to see the rules or the policies pertaining to the boots which and of the loud noise of weights. **** briefly shows a sign near the outer area wall of the male bathroom which reads no pants prominent with grommets. After researching that sign which actually means no jeans with holes or tears. Each time i was at the gym I wore leggings or jogging pants. So, after this clear level of harassment within a supposed judgement free zone, **** cancelled my membership that I only had for a little over two weeks. I was then scolded at to gather my things and leave the gym. I calmly informed that I would not be leaving the gym at that very moment, **** informed the he would call authority to have me removed then. I went to locker room to gather my things to change. Police came I communicated the situation and contacted ************************* General manager of franchise Planet fitness JP.