Complaints

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

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• 

  Planet Fitness (Headquarters)

  4 Liberty Ln W Hampton, NH 03842-1704

• 

  Planet Fitness- Corporately Owned

  4925 Macdonald Ave Richmond, CA 94805-2462

• 

  Planet Fitness (Headquarters)

  9120 Wadsworth Pkwy Westminster, CO 80021

• 

  Planet Fitness

  900 S. Justison St Wilmington, DE 19801-5150

• 

  Planet Fitness (Headquarters)

  29 Traders Way Salem, MA 01970-1870

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:05/16/2023

  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.

  For three weeks I've attempted to cancel my membership. Never used it. That's fine. What I don't want is further charge. I signed up online but apparently you get refused to cancel a membership online. Their pathetic "customer service" states I need to go in club but I'm temporary assigned out of state in a different time zone PF don't care. Why have customer service if you do nothing I want my membership canceled and I want all charges for the past 3 weeks ceased and refunded if any new charges incurr since my attempt and in the future

  Business Response

  Date: 06/02/2023

  Hello,

  We will remotely cancel the membership as a courtesy to the member, however no refund can be applied due to the membership agreement that was signed at the time joining. A cancellation letter will be sent via email for the member's documentation. 

  Customer Answer

  Date: 06/03/2023

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because I am legally allowed to cancel memberships and products if not used. Therefore if I am not using anything which I have not in this case and based on your lack of justification, I owe you nothing. I will never pay you anything. You can send me all the letters you want I NEVER WENT TO THE GYM OR LOCATION SO I AM NOT PAYING ANYTHING Lets make that very clear. 

  Your customer service was nothing but complex, to take well nearly two months and I have to go through the BBB to finally get you to respond? Nope.

  Refund and null all debts owed.

  You get nothing from me, and I promise you that. I was going to reconsider joining but based on this professionalism from your company including this BBB response, very slim chance at this point now.

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

  Business Response

  Date: 06/05/2023

  Hello,
  
     I believe there has been some miscommunication. The membership was cancelled as requested and no further payment is required. There are no pending drafts as well, and the current balance of $74.05 on the account as not been charged and will not be charged. There is no refund permitted as we have not collected the agreed upon drafts due them being rejected by the member's bank. 

     Just to reiterate. The membership has been cancelled and no further charges have been billed. 

  Customer Answer

  Date: 06/05/2023

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because: To be clear no balance owed period? I will not see anything about this balance spoken about here? I am not sure how the balance is that high considering the amount of time I spent outside the BBB to get this cancelled and for paying one month ahead there shouldnt be a balance anywhere. If however this will not be an issue at any point down the road, then the response can be agreed upon as the accumulation of the balance won't matter anymore on why it is this high.
  
  
  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:03/29/2023

  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.

  August 2022 my wife and I walked in and cancelled our memberships. We received copies of the cancellations. In January 2023 I noticed I was still being billed for one of the two memberships. At that point I emailed Planet Fitness online for support. The emailed response I received was that I would have to go into the gym to speak with someone and resolve. I made copies of the paperwork and was in the area February 10th, 2023. I went in and one of the employees behind the desk reviewed the paperwork and looked in the system. They noticed it was not cancelled correctly, they acknowledged our paperwork and that it shows cancelled as of August 2022. They went through and cancelled again, giving us another printout. They were going to leave everything for the manager regarding my refund of $60 as said she would be in touch. I called the following Tuesday the 14th as I hadn't;t heard anything. I was put on hold and told she was in meetings and that would leave a message as the woman who answered the phone remembered me as she was there on the Friday. I called three more times over the following two weeks and was told she was always busy. The final time I was told she was aware and had to file the paperwork with corporate to process the refund. It is now March 28th, I have received no refund, and don't think anymore calls to Planet fitness will do anything but frustrate me further. I would like my refund and for people to just follow through on what they say. I have all the paperwork and documentation even though I left copies with them. Thank you.

  Business Response

  Date: 03/31/2023

  Hello,

   

     It looks like this refund was already processed with ABC Financial Services on 3/21. They begin the refund processing normally within 48 hours of the request, then it is 7-10 business days for the refund to hit the account. The account is all set and the refund should be released in the bank account soon if it has not been already. Thank you!

  Customer Answer

  Date: 04/03/2023

  
  Complaint: ********

  
  
  
  I do not accept the business's response as a resolution to my complaint because: I waited a few days to see if it came through. As of April 3rd no deposit has been made back to my account. I can provide a screenshot of deposits if requested.
  
  
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 04/04/2023

  Hello,

       The refund still shows as processing under the member ABC notes in our system. I have escalated the issue with ABC Financial services, and they are looking into why it is not processing. I will attach the resolution in a follow up update. At this time we have increased the refunded amount to extend from the dates of 2/17/2023 - 11/17/2022 for the refund for the inconvenience of the delay. 

• Initial Complaint

  Date:03/15/2023

  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.

  Planet fitness is ignoring me !! There was a malfunction on one of there tread mills back in early November and I feel off of it because the button to push up speed was stuck on the up direction and it wouldn't decrease it got up to 96 speed my normal speed was 41 I tried to put my legs on side rails but when doing that I feel. it pushed back into the fencing in back then forced me into my stomach landing really hard on my stomac. it made me vac arch my back which it bruised my vertebrae and it caused really sever bruising on my legs and arms !!! No staff came to see if I was ok just regular members ! When I went up to front desk all they did was take my phone number sand said manager will contact me after supposedly the staff member tect him well it turned out manager was never texted. Staff member new how to fill out an accident report either!! Come to find out the next morning after going to urgent care that they don't do those!! I demanded to talk to manager but at first they were sending me away but I said no I need to speak to him now!! He came out with a really bad attitude and I was really scared because of his demeanor! I explainEd indetail what happened the night before and he seemed upset with me he explained how it's my fault that the staff last night would be getting fired over this and it would be my failt at least that's how he came across. this manager had no emaphy over what happened to me!! He made me cry by yelling at me and raising his voice at me not very professional of him at all. The claims department is ignoring me something awefull it's been almost 5 months now and I haven't seen or heard from them but I keep emailing them but the whole organization is hoping by them ignoring me it all will be swept under the rug. There is an elderly community next door to this gym and if any elderly went on tnis malfun treadmill and this happened to then this probably could of been worse outcome !! Also that night it happened I made them put a out of order sign I did not want anyone else get hurt!! please be aware that exit 6 planet fitness in Nashua NH is not a good gym actually it is a Horrible gym! I've been going for a year 6 days a week 3 hours a day so I know all about the functions of all the cardio equipment!! they are doing nothing for me !! I also wanted to put this out there that if they showed me concern and that they cared for me and what happed to me I would of never put a claim in at all !! I also tried talking to lawyers but because it wasn't going to be a big money maker they all declined me! I need planet fitness to be accountable to what happened to me! right now they feel that they defeated me! To me that is a crappy feeling! If tnis happened to me it could happen to anyone if you!! Avoid them!! There are other gyms out there!! Here are some pictures of my bruising !!

  Business Response

  Date: 03/30/2023

  Planet Fitness acknowledges Ms. **'s claim regarding an incident at our club located at *** ******** **** ******* ** ***** on November 8, 2022.  Since the inception of this claim, the matter is being properly handled with the insurance company since 11/14/2022.  Attached for reference is the confirmation of claim that was timely filed with our carrier and email correspondence with claim status. Planet Fitness is not at liberty to further comment on an active claim or the merits of the incident. 

• Initial Complaint

  Date:03/10/2023

  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, in Auburn ME, is in the process of trying to extort money from my 16 year old. My son, in December 2022, signed up online for a gym membership. The advertisement of $10 per month caught his eye and he fell for it. There was a $50 initiation fee associated with the signup, plus the $10 monthly fee. My son, who is 16, went to work out for the first time at Planet Fitness and he was told he could not work as he was under the age of 18 and needed a parent or guardian to sign a waiver so he could work out without parental supervision. Planet Fitness knew he was underage, yet still allowed him to sign up. I went in January 2023 to sign the waiver so my son could actually workout. My son never went back to Planet Fitness in January, then on February 1, 2023 Planet Fitness charged my son a $50 "annual fee". My son hadn't even stepped foot in the building and he's already been charged a total of $130. My son asked me to cancel his membership. I went in and was told that there is a $60 cancellation fee because my son had entered into a contract with Planet Fitness. I let them know that he was 16 years old and could not legally sign a contract and that I wanted to speak to a manager. There was no manager on site so I left my contact information so the manager could call me. The manager never called so a week later I went back. I was again told that the only way to cancel the child's membership was to pay $60 cancellation fee. I find this appalling that this company would be allowed to operate like this. I can't imagine how many other children they have taken advantage of. This needs to stop. I would like the membership cancelled without paying the ridiculous $60 fee. The other monies extorted will be a lesson learned for my son. Thank you

  Business Response

  Date: 03/10/2023

  Hello,

       The terms of the agreement entered for this membership did include a one year commitment, which is the cause of the $59.00 buyout fee. These terms were indicated throughout the sign up process and in the final acknowledgement of the agreement before finalizing the membership, along with the start-up fee, prorated membership dues, and the annual membership fee. 

        As a courtesy we will cancel the membership and waive the buyout fee. An email with the cancellation document will be sent to the contact information listed on the membership. Thank you. 

• Initial Complaint

  Date:02/21/2023

  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 located at Colosseum Avenue in Nashua New Hampshire has been billing my bank account without my permission for a couple of years now. They make it very easy to start a membership and extremely difficult to discontinue a membership. I had to raise hack in person to get them to finally cancel this membership a couple of years ago. Now I’m finding out that they’ve been charging my bank account again for a couple of years now. When you call corporate you get the same old smoking mirrors stayed in each gym is independently owned and they have no control over them. No one should be charging someone’s bank account without their permission is this something that I should perhaps talk to the attorney general about or a banking commission to investigate why planet fitness irresponsibly charges nonmembers bank accounts. And on top of that when you try to get it resolved they make it very difficult and give you a runaround. It’s too bad because it was a convenient Gym that I enjoyed for a while until the doctors at the VA told me to stop going because of my service connected disability. It’s sad that a company would take advantage of a disabled veteran.but why would any informed consumer do business with people who are attaching their bank account Without permission.

  Business Response

  Date: 02/22/2023

  Contacted ******* and explained the cancellation policy after he explain what happened. he wasn't upset about the money but states he did cancel but there was no document on file. i went ahead and cancelled his membership, confirmed his email, and refunded 3 months back equaling $30.00. 

  Customer Answer

  Date: 02/22/2023

  
  
  Complaint: ********
  
  
  Basically the business knows that I canceled this membership in person several years ago in person at the business.  They should not be charging me for their employees mistake.  This business makes it very easy to sign up and very difficult to cancel.  If a customer hasn’t been seen for years it’s obvious they canceled membership like I did in person and was told I was all set.  They absolutely should not be debiting a persons bank account without permission.  This is just wrong and most likely illegal.  I wanted to give them the benefit of the doubt and hoped they would do the right thing and make things right.  They choose not to do that.  Of course I’m not surprised sines a quick look at the other complaints here and on a google search along with their F rating with BBB says a lot.  Now I feel obligated to pursue the issue as a legal pursuit when all they had to do was do the right thing. 
  
  
  
  Sincerely,
  
  
  
  ******* ****

• Initial Complaint

  Date:02/21/2023

  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 had a membership on 12/27 and had medical issues after that and although i kept the membership but have not used it and have tried to cancel before their annual membership came out of my account, finally the day after they took it out the girl at planet fitness cancelled my membership for the medical reasons I stated. They make it so hard to cancel and without transportation at the time prevented me to go there as well. I have called the manager today and asked about refunding my annual fee however she had said that even if i cancelled 7 days prior it could have still came out of my account.

  Business Response

  Date: 03/09/2023

  Good afternoon,

  My manager had spoken with the member about his medical situation that for medical reasons a
  member can either freeze or cancel, but we require a signature with either a
  letter in the mail or coming in. If any member decides they no longer want to
  use a membership they have the right to cancel, but it is solely the member's
  responsibility to cancel 7 days prior to any billing taken out. As a courtesy my manager canceled his membership over the phone. 

  Per the original membership
  agreement, cancellations must be received before the 10th of any month to avoid
  being billed the monthly dues for that month and before the 25th of the month
  prior to the annual fee date in order to avoid being billed for the annual fee.
  The member agreed to these terms with their signature [OR ELECTRONIC SIGNATURE]
  when signing up and the membership was not cancelled per the agreement. They were billed their annual fee and will not see any future charges from Planet Fitness. 

  Thank you, 

  Cody Michaels 

  Regional Operations Manager

  Customer Answer

  Date: 03/10/2023

  
  
  Complaint: 19441855
  
  
  
  I do not accept the business's response as a resolution to my complaint because: I have not gone to Planet Fitness since ive joined, I have been going to Cardiac Rehab, and then had Covid before I was charged so I could not go anywhere, I would have though put this freeze as you call it for the time being if I had known about it, and that I could do that, would have been nice if she had told me I could instead of canceling since now I am able to go the gym .
  
  
  
  Sincerely,
  
  
  
  **** *****

   

• Initial Complaint

  Date:02/15/2023

  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.

  Cancelled membership on February 13 and was told my account will still be billed on February 17 for the month. Why still billed when cancelled?

  Business Response

  Date: 02/17/2023

  Good morning **********

  I looked into your account and I see you canceled on February 13th. Your membership agreement states you need to cancel before the 10th of the month not to be charged for your 17th billing date. You were 3 days after our policy. Your membership agreement was for a 12 month commitment with a buyout fee if you canceled early, the Team didn't charge you the $58 Buy Out Fee that is associated with your account, since you canceled before your 12 month commitment was up.

  There will be no refund for February's payment. You have until March 16th to use the facilities since you paid for February dues. I have your membership agreement attached for your review.

  Thank you

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

  Customer Answer

  Date: 02/21/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ********** *********

• Initial Complaint

  Date:02/08/2023

  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.

  Planet Fitness Agreement number is #***** Home Club Selden, NY
  
  I tried to access the perks that are advertised for Black Card Members without any success. Regarding the weekly Shell discount gas perk, whenever I click in the app to access the perk, I am redirected to another webpage that says the following, “Congratulations on claiming your Perks offer to earn up to $0.15 per gallon off your next Shell fill up. Planet Fitness will email you your unique code in the next hour to redeem with Shell Fuel Rewards.” The code is never sent and doesn't appear in my inbox or junk on my email. The Amazon Halo band is another scam. When I click on that offer, I am redirected to another website that says, “Congratulations on claiming your Perks offer for 50% off Amazon Halo Band. Planet Fitness will email you your unique code in the next hour to redeem on amazon.com.”
  
  I spoke to the staff at my gym over a week ago and they couldn't help me. They referred me to the useless app to communicate with corporate customer service. I went back and was told that they would have the district manager call me. I have yet to hear from him. No one ever answers that ************ number so I could speak to someone at the corporate HQ about it. I have been on hold for hours, and no one ever answers. The recording refers you to a FAQ site that doesn't address this issue. The only place you can try to contact them on their website doesn't allow enough space for a complaint to be typed out.
  
  I believe that this is a scam to get people to get the more expensive black card. It is a form of false advertisement. I have not been able to access the discounts on gasoline since becoming a member, and this offer according to their website will be expiring soon.

  Business Response

  Date: 02/24/2023

  Planet Fitness partners with many organizations and business partners. With Shell gas stations, it goes through the Shell app. It requires you to create an account with a phone number that requires your full phone number and then a 4 pin number after. Once this is created, you will get the perk of the gas discount. With the Halo program, we did extend the promo. That works the same way, you get a promo code through Planet Fitness and then the rest goes through Amazon.

  Customer Answer

  Date: 02/27/2023

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because: 

  I guess you didn't read the complaint. If you had, you would have seen that Planet Fitness has never email me the codes as stated when I tried multiple times to access the rewards. I am very familiar with the use of discount promo codes on both Shells Fuel Rewards and Amazon. I have both accounts and have used codes for other promos in the past. The problem is that Planet Fitness never sends the email. 

  These are the messages that comes up when I apply for the "Perks".  
  
  Shell Gas - Congratulations on claiming your Perks offer to earn up to $0.15 per gallon off your next Shell fill up. Planet Fitness will email you your unique code in the next hour to redeem with Shell Fuel Rewards. (see attachments)
  
  Amazon Halo - Congratulations on claiming your Perks offer for 50% off Amazon Halo Band. Planet Fitness will email you your unique code in the next hour to redeem on amazon.com. (see attachments)
  

  As stated, before no discount codes are ever sent to me. This false promise seems to a type of consumer fraud. You can't offer something then not deliver on it. 

  When I signed up for the Black Card these perks were advertised offered as an enticement or incentive to join, and to not provide them is wrong. I am not sure why your staff at the Selden gym are unable and untrained to help me. I still don't know why I have yet to receive a phone call from the manager or District Manager as I was told when I asked the person at the desk. I have spoken to staff at other nearby Planet Fitness locations, and they don't have an idea how this is done either. They usually refer to that App which doesn't help. I try to call the company call center, which is a waste of time, because no one ever answers the phones, after being on hold for hours. The webpage email messaging option is hard to find and useless too. You have such poor customer service it is shameful. 

  I seek a remedy to be made whole for my not being able to get the promised weekly discounted gas and the HALO since I joined in January. 

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

  Business Response

  Date: 03/14/2023

  I have been emailing ****** to his personal email. I am providing him with a separate Halo Promo code for him to be able to use. As far as the Shell gas station rewards go, I gave him point of contact through our Planet Fitness contact us page to have him try to have somebody walk him through the rewards program. This is the first time I have heard that it has not worked for any of our members. 

  Customer Answer

  Date: 03/15/2023

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because:
  

   the link that was provided to me it's the same length that I sent a question to months ago. It's useless. Working directly with people at my home gym is also useless. When contacted to my personal email I asked that Eric for the Planet Fitness respond to include the Better Business Bureau as to accurately memorialize what's happening. Regarding the fuel rewards program. You will note that in the attached screenshot from Planet Fitness it says that Planet Fitness will be sending me a discount code. Also in the Amazon Halo portion of the complaint I also attached the screenshot that shows that a discount code will be coming from planet fitness. I'm not sure why this is such a big deal if this is part of the benefits program that they offered. I'm also not sure why this is the first time that Planet Fitness claims that they are hearing about the situation. I have also attached a copy of the invalid discount code for the Halo. I was given an invalid code in two separate emails. If necessary I will produce those as attachments

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

  Business Response

  Date: 03/16/2023

  I have been emailing ****** back and fourth. I provided him with a new halo promo code. He was entering the code for a halo band that would only get him 50% off not the one we our partnered with which is the amazon halo view band. That promo code would work with that.

  As far as the shell program goes, he states he talks to the front desk but our front desk staff does not troubleshoot perk reward issues. This goes through our contact support email at ****************. He stated he reached out to that already, but I only provided him with that direct contact support yesterday. When he would reach out to that, they would walk him through the issues he is having.

  Customer Answer

  Date: 03/24/2023

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because:  

  I tried the link that was sent to me over a week ago. It is the same generic web page to fill out an online form that I filled out in January for a Planet fitness rep to contact me. The same as January no one has contacted me, and the issue is not solved. I don't think that the company is sincere in trying to address the complaint. 

  Please let me know if this matter should be followed up by the NYS Attorney General's Consumer Fraud Unit. 

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

• Initial Complaint

  Date:02/03/2023

  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.

  1/23/23
  Was charged for gym memebership I haven’t used yet asked the manager to freeze my account and they are refusing to do so . I’m out of town until the end of February and the club manager is unhelpful I’ve asked to be directed to the district manger and they are refusing all I want is the account to be out on hold until I return to the states

  Business Response

  Date: 02/13/2023

  Hi,

  I spoke with Jenee C**** last week on the 6th of February.  She explained her situation to me, and we resolved the problem together on the phone.  I also emailed her the document, stating when her billing would resume.  Everything was good when we ended the phone call.

  Thank you,

  Marie P*****

  Regional Manager

  ###-###-####

• Initial Complaint

  Date:01/31/2023

  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 joined Planet Fitness in November 2022 when they had a promotion for a free smart watch with the membership. I was supposed to get an email with a promotion code and never got one. I brought it the businesses attention at least 7 or 8 times and i kept getting told that someone will call me or i would get an email. it has been almost 3 months and the issue still has not been resolved.

  Business Response

  Date: 02/13/2023

  Hello,

  The Amazon Halo promotion was a partnership between PF and Amazon, and is not handled from the facility itself. I have sent through the contact information for ***** to a member of our member services team who will reach out with a resolution shortly!