Complaints

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

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  Planet Fitness of Overland

  8903 Page Ave Overland, MO 63114-6107

  
• 

  Planet Fitness of Overland

  4503 Marburg Ave Cincinnati, OH 45209

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:04/14/2025

  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 canceled my membership in person on February 4, 2025. Planet Fitness continues to charge my account. I called and was told my membership is still active and I should return to cancel again. I asked to speak to a manager, who gave me the email address of a regional manager and said that this person would respond to my email on the same day I sent it. I contacted the regional manager, but have heard nothing from anyone at Planet Fitness.I would like both that my membership be canceled effective February 4 and that I be reimbursed for all charges since cancellation. It would be good if you determined whether this behavior is standard operating procedure at Planet Fitness or a mistake on the part of an employee.

  

  Business Response

  Date: 04/15/2025

  Planet Fitness does not have a record of the cancellation on file. A membership can be canceled in person where the member immediately receives a confirmation of cancel, by certified mail or memberships can be canceled online where a confirmation also is immediately received.  
  as a courtesy we will cancel the membership now. If the member has a copy of a cancellation form or a certified latter receipt a refund would be issued. 

  Customer Answer

  Date: 04/15/2025

  Complaint: 23203996
  
  I have reviewed the business' response and am rejecting it because:

   

  Although I appreciate my membership finally being canceled, this was not my mistake and so I am due a refund.

  I canceled my membership in person as required. I double checked before leaving Planet Fitness that I'd done all I needed to do to cancel and was reassured yes. This was not my mistake.

  
  
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:09/15/2023

  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.

  Hello,
  
  I made a request to cancel my Planet Fitness gym membership and sent them a cancellation letter on October 01, 2021 since no one cancelled my gym membership until a month ago. I called and sent them a second cancellation letter to Regional Manager and he only refunded me 2 months of membership fees instead of 24 months worth of membership fees and semi-annual maintenance fees.
  
  I emailed the regional manager (****** ********) explaining my situation and he said he could only refund me for 2 months that was it. In addition, he even said the cancellation letter I sent to the Planet Fitness a year ago that no way he could proof to the club that I sent to the club. Apparently, when I made a decision to cancel my Plant Fitness membership, I hadn't been to Planet Fitness since before 10/01/2021 and I tried to explain to them but no one seemed to care or take action to correct the situation. He made a decision base on the verbal he had with his VP whether to refund or not refund. In addition, they took my money out of my bank account without my consent that is considered a theft because when I cancelled my membership, I called before sending them the first cancellation letter but they never cancelled my membership and kept withdrawing funds out of my checking account.
  
  The original amount I paid was $325.42 and they refunded me 2 months of membership fees therefore, they still owe me $303.64 that I paid them because no matter what I told or tried to explain to them, they didn't care or looked at the situation carefully. Would you please kindly help me solve this situation when you have a chance to review my case. Thank you and I look forward to hearing from you.
  
  Regards,
  
  ******

  

  Business Response

  Date: 10/13/2023

  Mr.** didn’t have a cancelation form on file with Planet Fitness. The membership agreement requires the cancel to be done in person or by certified mail and cannot be made over the phone.  We cannot refund dues without proof of the cancelation. 

  Customer Answer

  Date: 10/14/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:I don't agree with this response because I did send the cancellation letter to the Planet Fitness Gym after calling the representative to let the front desk rep know that I was going to cancel the membership and told her that i would send the cancellation letter afterward which I did.  Listen, we are not kids anymore and I said what I was going to do and I did what I told the rep over the phone that I wanted to cancel my membership and would send the letter to the gym and you responded that you didn't have the cancellation letter on file therefore, my assumption is maybe the mail was lost during transit that is why you didn't have it or maybe the gym received the cancellation letter but didn't bother to process my cancellation.  You know $300 something dollars don't seem much to me but to others do seem a lot because they can put foods on their table.  What bothered was that after calling and sending them a cancellation letter they still withdrew the funds out of my checking account was unacceptable because I trusted them that they would take care the paperwork and processed the cancellation but they didn't therefore, I am disagreeing and rejecting their response.
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ****** **

• Initial Complaint

  Date:06/23/2023

  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.

  *** became pregnant in January, by March I was having major complications and ended up on bed rest. Although I informed Planet Fitness not to continue to charge me in March and April, they continued. I would like my account canceled and to be refunded for a fees taken since March, I am 7 months pregnant and on bed rest. I should not have to deal with the stress of incompetence business practices. No matter who I call no matter who I reach out to NO ONE CAN CANCEL ME SERIOUSLY!?

  

  Business Response

  Date: 06/23/2023

  As a courtesy Planet Fitness will cancel this membership based on the notification to the BBB. 
  Per the membership agreement , a membership can be canceled by mailing a letter to the gym or by stopping in to cancel. The agreement states, a membership cant be canceled via email or by phone.The member is stating they tried to cancel the two methods the agreement states cannot be used to cancel,  by email and by phone. This is why it wasnt canceled. 

  Customer Answer

  Date: 06/23/2023

  Complaint: 20226187
  
  I am rejecting this response because: Literally 39 minutes ago I got a text saying you tried to charge my account. So clearly its still not cancelled.
  
  
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 11/17/2023

  11/17 TR- Left a detailed voicemail regarding mediation, also sent email.

  11/21 TR- Left a detailed voicemail regarding mediation, also sent email.

  11/28 TR  ***** to ******, she confirmed that this complaint has been resolved to her satisfaction.

• Initial Complaint

  Date:05/01/2023

  Type:Customer Service 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 was charged an annual fee of $53 without being informed of such annual fee. The company stated that they emailed me a contract showing such payment is needed. I never received the email that they said I signed for when I called to get some help with the situation. The manager recommended that we called customer service, customer service said we had to call the manager. No one is giving me a straight answer.

  

  Business Response

  Date: 05/01/2023

  Member signed up electronically and when doing so supplied the same email address as has been supplied in the complaint. An automatic email was sent and received to the email address within 1 minute of the member joining that contained the signed membership agreement and acknowledgement of the annual fee being billed 5/1/2023. It should be noted The member also has been charged this annual fee four other years previously. The annual fee is clearly stated in the membership agreement and all 17 million + Planet Fitness members pay this annual fee. I am uncertain why this states a manager didn’t handle this as a manager would have handled this matter in less than one minute as we always refund an annual fee for a member who cancels right after being charged if it’s requested.  As a courtesy we will refund this members annual fee. 
  

• Initial Complaint

  Date:09/16/2022

  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 took my son to ABC Planet Fitness, I believe it was in February of this year, because he wanted to join the club. When he was registering, they told him they couldn’t accept cash as a payment to register. So, he asked if I could pay the registration fee of $10 with my credit card. Before I paid the fee, I explicitly told the persons registering him that this was for a one time and one time only payment and that I didn’t want to receive recurring charges on my credit card from Planet Fitness. I made this perfectly clear, and I was assured that that wouldn’t happen. So, I consented to paying the fee with my credit card for my son to get registered. Unfortunately, the persons lied. I began getting charged a monthly fee for his membership immediately. I called and spoke with them several times about the matter and getting my card removed from his account. They told me that I couldn’t remove my card from the account unless it was replaced with another card. Not long after that my card was charged another $42.51. They said it was a maintenance fee that members were charged yearly. I am neither a member nor have I ever applied for a membership to their club. They have illegally stored my credit card information and illegally charged fees to my account. This has become a trend among other businesses as well because they are getting away with it. But it is illegal, and it should be treated as a criminal matter. I would like to get a full refunded of all the money that was charge to my account other than the initial $10 that I agreed to pay. The account is in my son’s name: ******* ******

  

  Business Response

  Date: 09/16/2022

  The complainant who is the members father has a membership with Planet Fitness as well as his daughter. The account in question (sons) was started up in April of 2022. The membership agreement filled out permits Planet Fitness to bill the card given until the membership is canceled. There is no commitment whatsoever on this membership or any Planet Fitness membership. Therefore the membership can be canceled at any time by the father or son. As a courtesy I’ve canceled the membership which has a balance on the account owed of 115.21.  The complainant on this has an existing balance with Planet Fitness of 171.95. The daughter an existing balance from declines of 104$. I should note any time there is a decline on the account Planet Fitness incurs a fee for the decline. At this point we have lost money!! So to request a refund is mind boggling to me. Mind boggling as well to state it’s criminal to charge 10$ for a gym membership you’ve signed up for and can cancel anytime.