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Business Profile

Fitness Center

Planet Fitness

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fitness Center.

Complaints

Customer Complaints Summary

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

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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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Complaint status

Complaint type

  • Initial Complaint

    Date:06/06/2023

    Type:Customer Service 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.
    1. Planet Fitness allows for online signup of their "services". However do not allow for online cancellation. This is poor customer service. Their business practice is predatory. They want people to sign up and forget about the charges occurring on their accounts, they should send out reminders for non-use of the facilities, and should cancel memberships.

    When calling the branch we are told no matter what that we have to either go in person to the gym or send a "certified letter". Yet, i cannot even get logged in online to see my account that I'm being billed for.

    Business Response

    Date: 06/08/2023

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     This is in regard to complaint number ********. I have called the member several times but, I have only got a voicemail and the voicemail box is full. The member signed up for $10/month, no commitment membership on 06/03/2019. The membership agreement included an annual fee $47.94 and was acknowledged by member in a separate document titled “Annual Membership Fee Supplemental Disclosure.” The member also e-signed the agreement which states “To cancel your membership and stop automatic payments, the club must receive written notice delivered to the club either in person or by certified mail to the club address listed. To stop payment of your Monthly Membership Fee, the club must receive written notice by the 10th of the month. Planet fitness allows members to come in at any time during store hours and cancel their membership. If they come in to cancel any Planet Fitness Team member can help them. They can always send a handwritten or typed letter with some detailed information saying they would like to cancel their membership as while. We are trying to do everything in our power to resolve this incident and assist the member with the best customer service here at Planet Fitness possible. I have tried to contact the member by calling them but, we have not been able to get a hold of the member to see if we could freeze the billing account. We at Planet Fitness deeply apologize for any inconvenience that we may have caused you. If there is anything at all we can do let we will always go above and beyond for our lovely member. 


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Planet Fitness is NOT a BBB Accredited Business.

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