We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Gymnasium

Planet Fitness

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Gymnasium.

Complaints

Customer Complaints Summary

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

If you've experienced an issue

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:01/30/2023

    Type:Order Issues
    Status:
    Resolved
    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 12/07/2022 I called to Planet fitness located by the following address:
    **** ******* ******* ** ****** ****** ***** ** *****  And asked to freeze my membership for 3 months, which is stated in Planet fitness official website. They said that can freeze for 2 months only. I agreed.
    On 01/17/2023 they charged me for monthly membership 27.02$ but it was not 2 months yet.
    On 01/19/2023 I called them to help me to solve that issue. A lady told me over the phone that there's something wrong and they have to see what's going on and she told that she will call me back on the next business day. Since that time nobody called me.
    I want to get refund and cancel my membership with Planet fitness. Unfortunately I can't come in person because I'm back to Ukraine and don't know yet when I will be in the United States again.

    Business Response

    Date: 02/01/2023

    February 1, 2023

    Planet Fitness
    **** ******** ******* ****
    ****** **** *** *****
    Re: ********
    Hello,
    This email is in response to Customer:  ****** *******
    The following member created a membership with Planet Fitness on October 7, 2022. They signed up for the Black Card membership. This membership is 27.02 after taxes. Within the contract planet fitness explains the process in which a member is able to freeze or cancel a membership. It indicated that the proper way is to come to the location as we need their signature to do so. The member never came into the facility to cancel or freeze properly. The teammate that assisted the member stated she told her that we can freeze the membership but that we need the signature. The membership was not frozen nor cancelled due to no signature. Although the member did sign the proper documentation alerting her to the proper means of cancelling, The member has requested to cancel the membership and refund the fee from January. In an effort to provide an optimal member experience, we have cancelled the membership and elected to refund this monthly fee. I’ve communicated our resolution with the member and I believe their request has been satisfied.
    Thank You
    ******* ******* Club Manager Plaza East
    ***** ********

    Customer Answer

    Date: 02/01/2023

    [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 made by the business in reference to complaint ID 18943689, and find that this resolution is satisfactory to me.


    Regards,



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

Planet Fitness is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.