Complaints

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

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  Planet Fitness

  166 Grove St Franklin, MA 02038-3171

• 

  Planet Fitness

  2 Hampshire St Ste 302 Foxboro, MA 02035-2896

• 

  Planet Fitness

  21 Apex Dr Marlborough, MA 01752-1884

• 

  Planet Fitness

  215 W Central St Natick, MA 01760-3775

• 

  Planet Fitness

  715 Crescent St Brockton, MA 02302-3363

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:12/23/2024

  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.

  On December 23, 2023, I went into my local gym to cancel my membership. This was my last option after attempting several times to cancel my membership via phone. I spoke to a young woman in her early to mid 20's to inform her that i was going abroad for an unknown amount of time so I needed to suspend or cancel my membership. She informed me that she would be able to assist me. She asked me for my phone number so she could look up my membership account. I provided her the information and she asked me my name to confirm it was me. She then asked why I wanted to cancel the membership, and I reiterated that I was going abroad out of the states for an unknown amount of time. She confirmed a few more information with me and then informed me that I was all set. I asked her if I could get a printout out confirming that my account was cancelled, and she told me that I would receive an email within the next few days. I shipped out on 12/27/2023 and with everything going on preparing for my trip and the holidays I never checked my email to confirm my cancellation. I returned back to the states on 11/3/2024 and after settling I started catching up with my mail, emails and banking information. It was at that time that I realized that Planet Fitness never cancelled my membership and that they have been conducting monthly withdrawals in the amount of $23.07 from my account for over a year from the original date I went in and cancelled my account. In total they withdrew $276.84 dollars from my checking account. I made several calls to reach Planet Fitness via phone with no success and was always informed by an automated machine to go in person to resolve the matter. I went into an office today and was informed that I would have to go into the gym where I opened my account. I called today and was finally able to speak with an assistant manager who informed me that only the manager could assist me. I gave him my information and he informed me that I would get a call. File BBB claim.

  Business Response

  Date: 01/02/2025

  Hello,

  Thank you for bringing this to our attention. We have located the account for D Dessin and confirmed it is cancelled.

  We cannot locate a cancelation attempt via a cancel document or check in on the date stated. We woould not be able to offer a refund. 

  We have cancelled the account with a balance of $99.21 that we can waive to avoid it being sent in and escalated further. 

  We hope this helps! 

  Customer Answer

  Date: 01/06/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ

   I last checked into the Westgate Planet fitness in *********** on December 17 of 2023 to inform them verbally that I wanted to end my membership. I spoke to a young woman who appeared to be in her early 20's. She asked me why and I informed her that I would not be around for the foreseeable future. She gave me the option to pause the membership, but I informed her that I wanted to cancel. She informed me that I would get an email which never arrived. It wasn't until I realized a year later that planet fitness was withdrawing $23 monthly from my checking account until I changed my banking information September of 2024. They withdrew several months of payment after I requested to end my membership and while I was no longer going into the gym. I read on yelp review that this has happened to several other customers at this location and several other ones. 
  
  Regards,

  ******

   

   

  Business Response

  Date: 01/21/2025

  Hello,

  We are sorry to hear our response was found unsatisfactory for the member. The accounts for ****** ****** have all been cancelled and balances have been waived. 

  Without proof of cancelation via a signed document in club or certified letter in the mail, we would be unable to provide a full refund. 

  We can submit a refund for 60 days that would include two monthly dues and one annual fee. Totaling $99. 

  This being the most we can do. If this works, we will process once we hear back and then it will take about 3-5 days to process. 

  Customer Answer

  Date: 01/23/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  Planet Fitness automatically withdrew well over $300 plus an annual $49 fee (before fees and taxes) dollars from my account for over a year despite the fact that I went in and spoke to one of their staff and informed her I wanted to end my membership. Planet Fitness does not have a uniform way to cancel membership. Each gym has their own way of doing it which is confusing for members but beneficial for Planet Fitness. She informed me that I was all set and stated I would get an email which never came. Unfortunately, I took her word and never followed up when I didn't get the email. I will accept $200 dollars refund and all balances waived for the months they could not take money from my account after I realized i was still being charged for a membership I canceled and was unable to use so I alerted my bank. 
  
  Regards,

  ******

   

   

• Initial Complaint

  Date:12/07/2024

  Type:Billing 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 attempted to cancel my Planet Fitness membership multiple times. In October 2024, I went in person to cancel and was told their 'systems were down.' I returned on November 2nd, 2024 at 1:02 PM, and staff told me I was 'already cancelled' without checking my account. Despite this, they charged me on November 18th, 2024. When I called about this charge, they contradicted their previous statement, claiming I had cancelled 'after the 10th.'I successfully disputed this charge through my bank. However, Planet Fitness has now attempted to charge me again through their billing company, *************, adding late fees to the unauthorized charges. ************* denied my dispute attempt.This appears to be a pattern of deceptive practices: telling members they're cancelled without processing it, giving contradictory information, continuing charges after cancellation attempts, and trying to collect through their billing company after losing a bank dispute.I am seeking:1. Immediate cancellation confirmation 2. Removal of all charges and late fees 3. Prevention of future billing attempts 4. Reimbursement of unauthorized charges I have documentation of all cancellation attempts and the successful bank dispute."???????

  Business Response

  Date: 12/09/2024

  Hi there,

  Thank you for bringing this matter to our attention. Upon review. the membership has been transferred to a location in *** 

  We have only charged L ****** for $10 on 10/17/2024. 

  All Planet Fitness locations are independently owned and operated. As such, a refund will need to be provided from the home club location charging the member. 

  We hope this helps!

  Customer Answer

  Date: 12/09/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Thank you for your response, I have attached my club details from the planet fitness app as well as the website showing that my home club is Medford. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Luke

   

   

  Business Response

  Date: 12/11/2024

  Attached screenshot for member profile **** ****** Medford MA agreement number 07066-52680.

  Member status cancelled as a transferred membership to a different location. 

  Only one payment has come from our system for this specific account. 

  Is there another member agreement number that can be provided? 

• Initial Complaint

  Date:11/12/2024

  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.

  In July of 2023 I was charged twice for my membership with Planet Fitness (PF), I let the store know and they said that I would be refunded, but I was never refunded. In August of 2023 I decided to cancel my account with that store. I went in signed all the papers and they said that I was good to go and that I shouldn't be charged anymore, but I still got charged later that august. They charged me again the next month in September, so I called in. They said that it looked like my account was never cancelled and that I could only cancel by signing in store or sending in a letter. So I sent in a letter with my signature since I lived in ************** by that point. I never heard anything back and was still charged, so I sent the letter again in October. I ended receiving at least 5 $29 returned check fees from my bank, which really put me in a hard position. I continued to try to call, but I would be on hold for a while and never even talk to someone. In August of 2024 I started talking to the store manager about getting my money back and he was saying that we should be able to do that no problem especially for the more recent ones and he assured me that I wouldn't get charged anymore and that everything was closed. I never received any refund. On Sept 25, 2024 I was charged $40.05, I called the manager again and he said that it was just late fees and that he would refund it with the other money in 7-10 business days. I waited and nothing every appeared, so I called him back he said he was going to call the billing company and have them issue it and to call him back in the next few days. On Oct 21, 2024 I was charged $144.10. I called again he said that he could get me a refund for that. but that he couldn't refund anything else anymore. He assured and promised me a refund for these other charges as well though, and I still haven't received anything for the $144.10 at this point either.

  Business Response

  Date: 11/13/2024

  Hello,

  Thank you for bringing this to our attention. After reviewing, we could not identify an attempt to cancel on file for C ***** 00918-13925. We can confirm the account has been canceled as of 10/16/2024. 

  We would not be able to offer a full refund. We can waive the balance of $40.05 on account and offer a refund of up to 60 days (two months and one annual fee) totaling $99.10. 

  We hope this helps. 

  Let us know if we can be of any more assistance. 

  Customer Answer

  Date: 11/14/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I had been trying to close this account for over a year now. I followed all the steps, went in person and signed the cancellation form in August of 2023. When it wasn't cancelled I followed up by calling and even sent letters (still all in 2023). There is no reason why my account should have only been confirmed to have been closed in October of 2024. Also as previously stated, I spoke to the manager in late august over the phone and he personally said that he had closed my account, so I'm still not understanding why it would have just been canceled in October. I shouldn't have had any charges past 2023. I was also explained by the store manager that my two most recent charges (the $40.05 and the $144.10) were due to late fees, so I'm not sure why my account would have a balance to begin with. Every time I spoke with the store, I made sure to take detailed notes as to not get confused of the outcome of our interactions. I was assured that both the $40.05 and the $144.10 would be refunded in 7-10 days after I called in regards to these charges along with whatever else he could could get back from the monthly payments. I was also assured that my account was closed on certain dates, and now I'm being told that it was closed much later. I do not accept your efforts in resolving this issue. I was already assured refunds of certain charges and amounts and now you reneging on what I've already been assured. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Cameron

   

   

  Business Response

  Date: 11/21/2024

  Hello,

  We understand the member rejected our response and found unsatisfactory for their desired outcome. If the member is able to provide a cancelation document, we can issue a full refund. There is no cancelation on file from August of 2023 when the cancelation is claimed to occur. 

  We will be able to move forward on our original response and course of action if a cancelation cannot be provided. 

  We will also be following up with the Club Management team about proper communication and handling of refunds.

• Initial Complaint

  Date:11/12/2024

  Type:Billing 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.

  We have been charged for September, October and November. We cancelled the membership. The account they are charging is closed is getting overdraft charges on top of the charges. I see by your rating this is an ongoing issue of greed. We have not used this membership, you can track the usage.On Wednesday, October 2 we sent the following message to your on-line portal. We were just charged ***** for November. We want to be reimbursed now and as we want this membership cancelled now. The Planet Fitness - *************** / ************** was not responsive and rude. Overdraft ( 1 At $35 )-$35.00 Fee-$74.00 November 1, 2024 Planet ******** Fees-$39.00 Preauthorized Debit-$39.00 On Wed, Oct 2, 2024 at 9:40AM ***** ******** ************************* wrote:I froze my membership starting in September and we were still charged. I called and asked for an explanation and the employee was very rude and the explanation did not make any sense. I did not go to Planet fitness September. I need to be reimbursed for September. ******* ******** **************************************** ************ Planet Fitness - *************** / ************** ******* ******** **************************************** ************

  Business Response

  Date: 11/18/2024

  Hello,

  Thank you for bringing this to our attention. We have confirmed the membership is cancelled. 

  Upon review, the membership was not charged in October. We will be issuing a refund for November and September dues plus one annual fee totaling $85.14.

  We hope this helps and considers this resolved! We hope to see members back when they see fit for tor them! 

  Customer Answer

  Date: 11/18/2024

  [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,
  
  ***** ********

• Initial Complaint

  Date:10/24/2024

  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.

  I have been a member of Planet Fitness for a couple of years. I joined because I often travelled to ****** for work and stayed at an ****** near the gym location. Recently my work has changed so I wrote a letter (it had to be in writing) to the gym asking to cancel my membership. I wrote the letter in August and I believe it should have been received before the 10th of the month. Planet Fitness proceeded to charge me for September (giving the the benefit of the doubt that maybe my letter arrived after the 10th) but now it is October and I was charged again. I have called the club numerous times and they have not picked up the phone. Since I am not local I don't have the ability to visit the club in person. My only option is to put a stop payment on my account which my bank charges me a fee for since Planet Fitness will only do bank draws and won't take credit cards. This just strikes me as such a dubious business practice.

  Business Response

  Date: 10/25/2024

  Hello,

  Thank you for bringing this to our attention. 

  After review, we will issue a refund of $30 for the invoices from 9/17/2024 and 10/17/2024.

  We hope this helps!

• Initial Complaint

  Date:10/23/2024

  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.

  I opened a membership with Planet Fitness several years ago and gave them my debit card to use for the payments. My debit card had fraud on it and was closed. Planet Fitness immediately started withdrawing the $22 per month from my bank account without notifying me that they would be changing the payment method. Over the last year this has caused multiple overdraft fees to be charged to my bank account.I went into the club in November of 2023 to cancel my account but it was never cancelled. I moved to ******** NY that month and tried to cancel over the phone. I also told my bank not to allow charges to my new debit card because the account was supposed to be closed. My mother had to go into the club on 10/19/24 to cancel the membership because again I was charged and an overdraft was caused. The club would not issue a refund for the recent charge or the overdraft fee. The attendant my mother spoke with was rude and disrespectful to her and was of no help at all. If a company is going to change how a customer is being charged the customer should be notified. Due to the fact that I cancelled in person in November of 2023 and online through my bank in September of 2024 I am now seeking a refund of all fees charged since September of 2023.

  Business Response

  Date: 10/24/2024

  Hello,

  Thank you for bringing this to our attention. We have verified this membership is cancelled and final payment was on 10/17/2024. No future payments will incur. 

  We have looked into the account and cannot verify or locate a cancelation form or request in November of 2023. 

  Upon joining, per the membership agreement attached, all members authorize Planet Fitness to charge the billing methods provided during the sign up process. 

  While we would not be able to offer a full refund, we can offer up to a 60 day refund that will include an annual fee charge totaling $83.12. This to be processed upon recognition of the refund and then seen within 5-7 business days. 

  We hope this helps!

  Customer Answer

  Date: 11/12/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I do not see this matter as resolved.  I should have been notified when Planet Fitness switched to charging my checking account instead of my card.  I have had several fraudulent charges on my card and have had to close the card.  When payment did not go through on this card I should have been notified.  I called the corporate office in November of 2023 and they told me that they would cancel my membership online for me.  If this is not a Planet Fitness policy then you the larger issue is with customer service. 

  Business Response

  Date: 11/18/2024

  We do apologize that you feel our response is unfavorable, but this is the appropriate action we can take in terms of a refund. We can also offer to send you a copy of your payment history which can be used for a health club reimbursement of dues through your HC provider. Pending that they offer this. 

  We will be following up with the team at the club level to take the appropriate action to ensure proper customer service, to all members and potential members. 

  The member agreement does go through the agreement of PF billing both methods of payment provided during the join process. 

  Customer Answer

  Date: 11/18/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

  
  
  FAQ
  
  Regards,

  *****

  I am not satisfied with the resolution of this issue because I was never notified by Planet Fitness that my payments would be changed to my bank account instead of my card.  In addition, I called the **************** in November of ******************************************* that she could cancel my membership.  The membership was never cancelled, Planet Fitness continued to use my bank account without any notification which resulted in overdraft fees on 5 separate occasions.  I am requesting a refund of the monthly fee since November of 2023.

   

• Initial Complaint

  Date:10/21/2024

  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.

  I have made 4 attempts to cancel my Planet Fitness membership. One attempts was in person, three were in writing, and the last letter was sent via certified mail. I verified that the letter was recieved but have been charged two membership fees since the letter was recieved. I need help canceling my membership.

  Customer Answer

  Date: 10/22/2024

  My complaint was intended to be for the Planet Fitness on ************ in ***********

  Customer Answer

  Date: 11/02/2024

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 11/04/2024

  We received a similar claim, if not exactly the same, from a ********* ****** in February 2024, Complaint #********. Our response today is the same as it was then... the only record that we have under the complainant's name is for a Paid In Full Membership that expired on 3/25/2017. Within our 4 clubs, we only have 1 person, the complainant, with the last name "******". We have searched the nickname "Maddy", the misspelling "*****" with no matches to the complainant and there is no active membership for anyone with the first name "*********" or "*****" with the same birth date. We also do not have her responding email address shown in this complaint on file as a member or guest. If the complainant can send us a copy of her agreement or an agreement number, we can investigate further. Unfortunately, without that information, there is nothing more that we can do.

  Customer Answer

  Date: 11/08/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  When I requested cancellation in person in 2021, it was confirmed that my membership was active, and I was told it would be cancelled that day. I continued to be charged monthly. I was charged $20.05 in PF membership fees on the following dates: 10/17/24, 9/17/24, 8/19/24, 7/17/24, 5/17/24, 4/17/24, 8/18/24, 2/20/24, 1/1724- totaling $200.5 in fraudulent charges in 2024 alone. My estimation is that I have been charged approximately $500 in fraudulent membership fees since requesting cancellation in person in 2021. 

  This response is the first time I've heard from PF. They have made no effort to contact me. I have included my contact information in all 3 of my written cancellation requests, as well as in my BBB complaint in February of 2024. I would like all of my communication with PF to be in writing going forward, as I am getting several different messages from PF and at this point I need everything to be in writing. My email is: **************************

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *********

   

   

  Business Response

  Date: 11/14/2024

  Our response to this complaint was not our first response to the complainant, as we have a documented response from February 22, 2024 to her same type of claim to the BBB (attached). At that time, we requested information to help resolve the issue and on March 7, 2024, the BBB closed the claim due to no response by the complainant. Now in October, she has made the same claim and, again, has responded with no documentation or new information to support her claim or to help resolve it. She claims a cancel request was sent via certified mail and delivery is confirmed, but provides no documentation to prove it.
  

  As stated previously to this most recent claim, please provide a copy of the membership agreement. I'll also paste our February 2024 response, as it is still, without a membership agreement, the only way we can investigate any further than what we already have.
  

  The only account with the complainant's information is a PIF membership ($199) that has expired. In order to research the matter completely, please provide:
  1. Any other name that may have been used on the monthly billing membership.
  2. The last 4 digits of the checking account or credit card that is being billed. Please specify which account type is being billed.
  3. A screen cap or scan of the transaction from the billing statement where the transaction occurred. (a screen cap from an App will not be sufficient to research properly).
  As soon as we have all of the info needed, we will research the claim to bring this matter to a satisfactory conclusion for all parties.

  Please, provide the information that we have requested TWICE or you're just wasting our time.
  

   

   

• Initial Complaint

  Date:10/15/2024

  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.

  On 10/7/2024 my 7 year membership with Planet Fitness was unilaterally canceled by an employee in the Gym named ***** ********* The reason the 7 year membership was canceled was because the cancel form states that I cussed at Mr. ********* I do not deny this allegation but I feel that this cancelation was over the top because I have been a member of Planet Fitness in good standing for over 7 years. This employee, ***** ******** does not get along with me and he has been Harassing me for over one month. I feel that since this was my only charge that I should be able to transfer my membership to another gym in the area without losing my 7 years of benefits and status.

• Initial Complaint

  Date:09/19/2024

  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.

  Over the past couple of months, I have had a experience with Planet Fitness that has cemented the idea that I cannot go back there. This might be hard to believe, however I signed up online for their club in **********, **. I attended for about one month, and had second thoughts since the club was so busy. I was distraught when I was charged a late fee on my first months payment. One of my payments never went through and the late fee was to compensate for it not going through. The membership fee is approximately $28 and I was charged a separate $15 to my credit card. I emailed the club twice and did not receive a response, so I followed the steps to fix it. After about a week I decided it wasn't for me and to cancel it all together. I went to the club this time for one last workout and spoke with who I will later learn is the assistant manager. Told her I would like to cancel and she had me fill out a form on the credit card like terminal and she said I was all set. To this day I have no proof of that happening however I wish the club would fulfill my request to review the footage. I will admit I do not have a copy of that form. A month later I was charged again for a membership. We called and the club let me know they have no record of me cancelling. Today I went to cancel again and see if they would refund me. The manager said no, the assistant manager was there and said she does not remember me. Their reasoning was it is in their contract to charge until cancellation and I used the gym after the day I said which I admitted was only an estimate and members are allowed to always use their membership until the end of their term. I realize for them it's hard to believe with out proof but I was there signing something I thought would cancel my membership. I've been trying to call their corporate however they close early at 4pm and their ethics report line is for employees only. My bank cannot dispute charges via ach. I do wonder if a franchisee would feel different.

  Business Response

  Date: 10/16/2024

  Hello,

  Thank you for bringing this to our attention at the ************* club franchisee level. 

  We will be issuing a refund of $28.41 for the invoice that occurred on 9/17/2024. 

  We hope this considers this matter resolved and apologize for any inconvenience! We hope to see you back at our club when you see fit in the future. 

• Initial Complaint

  Date:09/18/2024

  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 cancelled my planet fitness membership May of 2023 and they never actually cancelled my account, Ive been fighting with them for over a year to get my money back and filed a dispute with my bank that they denied because they say there is no record of me canceling, I want my money back since I did not use planet fitness in that year nor did I authorize them to be taking money out of my account

  Customer Answer

  Date: 09/29/2024

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 10/04/2024

  Hello,

  Thank you for bringing this to our attention.

  After reviewing, we have located the account cancelled on 7/16/2024 for E ********. We can reiterate we are unable to locate an attempted cancelation prior to this date. 

  The membership was cancelled with a balance of $75.10 that we can waive to avoid it going anywhere beyond the billing system. 

  We would not be able to issue a refund at this time.