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

  198 Maine Mall Rd S Portland, ME 04106-2305

• 

  Planet Fitness

  264 Civic Center Dr Ste 2 Augusta, ME 04330-8032

• 

  Planet Fitness

  251 US-1 Falmouth, ME 04105

• 

  Planet Fitness

  75 Maverick St Rockland, ME 04841-2448

• 

  Planet Fitness

  759 Roosevelt Trl Windham, ME 04062-5341

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:01/04/2024

  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 reviewed my billing statement for Planet Fitness and they have been billing me $25 dollars bi-weekly for membership. I should be billed $25.00 monthly and $49 dollars annually. I have tried to contact them at the number provided for my home club and the calls does not go through and drops. I contacted corporate by email only to be told to contact them directly. I am requesting a refund of $325.00.

  Business Response

  Date: 01/05/2024

  Hello *******,

  Thank you for taking the time to further address your concerns through our BBB. I went ahead and looked into your membership at our Augusta, ME Planet Fitness, which you signed up for back in November of 2022 online. The membership that you signed up for was the Black Card, which is $25 per month that is billed to you on the 17th of every month. There is also an annual fee with this membership of $39 that is billed to you on the 1st of every October.

  Looking into your concerns further, I am not seeing you getting charged bi-weekly for this membership nor am I seeing you getting charged for the annual fee of $49. Everything that I stated about your billing can be found in the paragraph above.

  Since everything on your membership appears to be normal and part of your membership agreement, I cannot process a refund per your request. If you wish to make any changes to your membership, I'd suggest you contact your home location in order to receive further assistance.

  All the best,

   

• Initial Complaint

  Date:10/27/2023

  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.

  Planet fitness was in receipt of my injury in ********* ****** which happened on April 29, 2023. I was hospitalized and placed in rehabilitation for the last several months. I called and spoke to the team months ago requesting that my account be closed with a zero balance due to being incapacitated and being in ********* ******. They stated my account would be closed and when I did arrive in ************** to resolve the closure with medical documentation they refused to close the account with a zero balance. Now they are refusing to close my account and stating I have to pay a balance on a gym membership for time when I was incapacitated due to fracturing my tibia plateau.Removal of all charges and closure of account in my name with a zero balance.

  Business Response

  Date: 10/30/2023

  Hello *******,

  Thank you for taking the time to reach out and further address your concerns through our BBB portal. Unfortunately, you contacted the South Portland, ME Planet Fitness which is not your home location.

  If you wish for your concerns to be addressed further by a team member or manager, please contact your home location which is either in *********, ****** or **************, ****. Please contact them by either calling their club number or by filing out a member survey through their website.

  All the best,

• Initial Complaint

  Date:04/29/2023

  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 visited Planet Fitness in ********, ***** in late December of 2022 in order to (1) transfer my membership from a former franchise location in *****, **; and (2) cancel my gym membership. My membership needed to be transferred before it could be immediately terminated because Planet Fitness does not allow anyone to simply cancel their membership over the phone. At the time of my visit I was told that that my membership would be transferred and summarily cancelled. Neither of those things happened. On January 2nd, I called to ask why. The manager I spoke to was unable to give me any reason why my request had not been completed, but was able transfer my membership to the Rockland location over the phone. He also told me that my membership would be cancelled as soon as the system allowed him to do so and that I would not incur any charges for the month of January. Upon reviewing my bank statement in February, I discovered that my membership had not, in fact, been cancelled and that I had been charged membership fees totaling $59.00. I called the gym again on February 12th and was told that in order to cancel I would have to physically visit the gym again. When I complained, I was told to call back when the manager was present. I called again on February 14th and was able to finally cancel my membership. I was also told I could expect a refund on the charges I incurred in January and February and to expect the funds to arrive in my bank account in 2-4 weeks. It has now been over 4 weeks. I have not received a refund and I still expect to. Cancelling a gym membership should not require this much effort on my part and the process has been unnecessarily complicated by Planet Fitness's absurd cancellation policy. My experience over the past months suggests this policy is predatory. I believe it is intentionally *designed* to be predatory and that any other reasons given by Planet Fitness to explain this policy are offered in bad faith.

  Business Response

  Date: 05/03/2023

  ********,

  Thank you for taking the time to reach out and address your concerns through the BBB. We took the time to look into your concerns further with our Rockland Planet Fitness team in order to get more details on the matter.

  After looking into your concerns further, we were able to determine that there was an error made on our part which prevented your membership from being cancelled at the appropriate time of your request. Due to this error being made on our part, we will go ahead and process a refund of $59 for both your annual fee and two monthly fees that you should have not been billed for. All refund takes anywhere between 7- 10 business days and should go right back into your account.

  We apologize for the frustrations that this experience caused you but appreciate you following our cancellation policies. If you have any further questions or concerns, please do not hesitate to reach out to our Rockland Planet Fitness.

  All the best,

• Initial Complaint

  Date:10/06/2022

  Type:Service or Repair 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 wanted to cancel my gym membership. I was told that I needed to go to the gym and do it in person. I traveled from Lewiston to Portland and went into the club to do this. I have only used the Marginal Way Gym. I was told by the counter person I needed to go to South Portland to cancel there. I had not been working and I didn't have enough gas to drive to South Portland. I had never been to the South Portland gym! As of today gym membership dues are still being deducted from my checking account. I have contacted the gym via email, through the Planet Fitness App as well as called. I am always told a manager will get back to me but they never do. I can't afford the gas to travel to Portland or South Portland again to do something I already set out to do. I am just now getting back to work and have not had a paycheck in months. I just want the membership stopped!

  Business Response

  Date: 10/07/2022

  Hello ****,

  Thank you for taking the time to reach out and address your concerns. If you wish to cancel your Planet Fitness membership, then you may do so by either visiting your home location or by sending them a certified letter in the mail. Your home location is currently South Portland, ME.

  If you cannot travel down to South Portland in order to cancel your membership, then I would advise you to cancel it by sending us a certified letter in the mail. All you have to do in your letter is state your name, address and a good contact information for us to verify your active membership. Please mail your letter to ****************************************************************, ME.

  If you can mail ** your letter within the next few days, we will waive your next monthly payment of $15 that will be billed to you on 10/17. Please note that if we do not receive your letter at least a week before your next billing, then your membership won't get cancelled in time before seeing your next monthly charge.

  Thank you,

  Customer Answer

  Date: 10/11/2022

  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. 

  Why should I have to do anything? I went to the gym and tried to get it canceled! Now I have to go get a Certified letter for them. I dont have the money to send a Certified Letter!  

  Business Response

  Date: 10/11/2022

  ****,

  You did in fact visit one of our Planet Fitness locations, but it was not your home location. As what that Planet Fitness explained to you, and as what I explained to you in my response prior, you must cancel your membership at your home location. South Portland is your home location; therefore, you must cancel your membership at our South Portland Planet Fitness.

  If you cannot cancel your membership at our South Portland Planet Fitness, then your other option would be to send them a certified letter in the mail which indicates you wish to cancel your membership. These are the ************ available in order to cancel your membership. Which are stated in your membership agreement when you signed up.

  As promised, I went ahead and waived your next monthly due so you will not be charged again. All you have to do is send us your cancellation letter ASAP and we will cancel your membership as soon as we receive it.

  Thank you,

• Initial Complaint

  Date:07/20/2022

  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.

  Since July 2021, I have been charged twice monthly on my Planet Fitness membership, and an annual membership fee of $39. I recently discovered these charges and have attached screenshot information on my membership and transaction history of these charges from my ************** online bank statement. In this attachment, I have indicated the CORRECT CHARGES with a checkmark, and the INCORRECT CHARGES with an X.I have been a Planet Fitness Member for several years, and my main membership is in Portland, *****. My monthly fees are charged on the 17th or 18th of the month, and my annual $39 membership is posted on 9/1/2021. I have visited other Planet Fitness centers in Falmouth, *****, and also in South Portland, Westbrook, and Augusta, *****. I believe the incorrect charges began when I approached Falmouth, ***** Planet Fitness in July 2021, to let them know I had a new debit card through my ************** account and wanted to make sure they had the correct card on file. It was during this time that I began to be charged $22.06 monthly from Planet Fitness in Falmouth, ME. I was also charged a $39 annual fee on 12/7/2021. These nine-month charges of $22.06 and the annual $39 charge from the Falmouth, ***** Planet Fitness add up to $237.54. I have tried to explain these charges to a manager, they admit that it does appear I have an active account at this location, however, they say there is nothing they can do about the charges and that I would have to contact Planet Fitness Corporate Offices. I am requesting a refund for these incorrect charges in the amount of $237.54. I also request confirmation that the account in my name has been canceled in the Planet Fitness center in Falmouth, ME. Thank you. **********************************

  Business Response

  Date: 07/26/2022

  *********,

  Thank you for taking the time to reach out and address your concerns with Planet Fitness. I took the time to look into your membership with Planet Fitness in order to further assist your concerns. Upon looking into your membership, I discovered you had two active memberships with Planet Fitness. The first membership that you signed up for was from our Falmouth, ME Planet Fitness (agreement #**********) back in October of 2018. The second membership that you signed up for was from our Portland, ME Planet Fitness (agreement #**********) back in July of 2021. Both these memberships were signed ** in club and one of them was cancelled in June of this year (agreement #**********).

  Since both these memberships were signed up and authorized by you, I cannot issue you a refund upon the request you have made due to this not being a Planet Fitness error. However, I am willing to at least offer you a refund of your annual fee of $39 from your December 1st payment since you already paid that due on September 1st from your second account. All refunds take between 7- 10 business days before seeing those funds return back into your account.

  As I mentioned to you before, your first membership has been cancelled and you now only have one membership active at our Portland, ME Planet Fitness. If you have any further questions or concerns regarding your membership, then you may contact your home location for further assistance.

  All the best,

  Customer Answer

  Date: 08/02/2022

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