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

Fitness Center

Grand Fitness MGMT LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fitness Center.

Complaints

This profile includes complaints for Grand Fitness MGMT LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Grand Fitness MGMT LLC has 59 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 82 total complaints in the last 3 years.
    • 48 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:04/18/2025

      Type:Delivery 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.
      I was grandfathered into my health club membership for years and was suddenly terminated five days before renewal.

      Business Response

      Date: 04/18/2025

      Hello, Unfortunately I cannot find this member in our system.  Our system allows me to only view members in my franchise (Current or cancelled) Based on the address and my inability to locate the member I assume they are out of my franchise,  

    • Initial Complaint

      Date:04/09/2025

      Type:Billing 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.
      I never signed an annual agreement and they continue to charge after I asked for a freeze to my account because I am currently unemployed they are continuing to charge me

      Business Response

      Date: 04/22/2025

      Regarding the annual fee, as outlined in the membership contract the member signed. The contract specifies that the annual fee is billed on the first day of the third month following your enrollment and recurs annually on that same date until they cancel the account.
      Additionally, the contract details that while your monthly dues are paused during account freezes, the annual fee still applies.
      We understand that circumstances can change. If the member wises to cancel your membership, we'd be happy to waive any applicable late fees as a courtesy.

      Please don't hesitate to reach out if they have any questions or would like to discuss their account.


    • Initial Complaint

      Date:03/12/2025

      Type:Order Issues
      Status:
      Unanswered
      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 11/03 I joined the Black Card Plus Membership. Both online and at the location, the Black Card was advertised as No Commitment. I had no reason to believe otherwise, and not a single employee drew my attention to the fact that their contract said 12 month commitment in small, fine print or of there was ever any option to begin with. This is a disgusting and manipulative business strategy. I have provided screenshots of snapshots of the membership advertisement for the month prior and after (September and December, as November was not available) and even right now they advertise "No Commitment" for Black Card. I am disgusted.

    • Initial Complaint

      Date:03/08/2025

      Type:Product Issues
      Status:
      Unanswered
      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 ****** CA Gym, refuses to refund my annual fee. I no longer live in the area of the gym, and was informed I had to go into the gym or mail a letter to cancel. I choose to cancel in person since it was the quickest way to cancel but it was a challenge because I work graveyard and no longer live in the area. I made it to the ***** Gym today to cancel and request a refund of the annual fee, and was told I would not receive a refund because I had to cancel by a certain time. Prior to going in today, I spoke with two different people about cancelling the first told me I had to contact my gym but never told me it had to be in person or in writing; and the *** at the gym stated I had to cancel in person or in writing. Neither person said I had to cancel within a certain time period. Also, with regards to the annual fee I was never told when the fee would be taken out so it is unreasonable to expect me to cancel before if I never knew when to expect it to come out. I was aware of the fee but it always came out at different times with no warning which is a deceptive practice. The annual fee I'm asking to be refunded came out of my account just a few days ago. It is not fair and it is unethical for them to keep my annual fee. It is also worth mentioning they are in direct violation of the new FTC rule requiring cancellation be as simple as signing up. I expect the annual fee of $49 to be refunded.

    • Initial Complaint

      Date:03/04/2025

      Type:Billing 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.
      My daughter ****** ********* went to plant fitness at *****  .  ave linden nj I dropped my daughter off to resolve their payment with my sisters card and they said they could not stop the payments and another 200 dollars came out that is part of our rent money they do not care and you know what they told her they could not my daughter has not been there in quite sometime not fair for tefusing to take the payments off not fair my sister card her name is *******  and she cannot change cards because she has no proper id at this time no photo id that the **** needs **** ** ******* I want all the charges taken off please and my daughters phone is disconnected so the only one is mine ******** ********* **********

      Business Response

      Date: 03/27/2025

      The Linden Planet Fitness location is not within the Grand Fitness ownership group so we cannot speak to the complaint or response.

    • Initial Complaint

      Date:02/25/2025

      Type:Billing 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.
      I made a payment on February 17 for the past due in current balance and updated my card information. With the information being updated, Planet Fitness still to build me late fee. When I requested to cancel my account, they are refusing to cancel my account. I do not want any further billing from the company the I spoke with at the gym in Hawthorne Was very dismissive and didn’t want to help. All I am requesting is to cancel my account to stop for the billing and they are refusing. I need assistance please.

      Business Response

      Date: 03/28/2025

      They were charged a late fee due to being late on payment.  They never tried to cancel in club, in ** they have click to cancel meaning they can cancel on the app or website, there is no need to go to the club nor call the club.  

    • Initial Complaint

      Date:01/27/2025

      Type:Product Issues
      Status:
      Unanswered
      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 have been trying to cancel my Planet Fitness membership since April 14th, 2024. I have emailed them about it but no response and I finally was able to show up on Sunday January 26th, 2025 where they told me it is not possible to cancel unless a manager is present. They mentioned that they are only available during the week from 9 am to 2 pm which I cannot be present for due to work. I am currently being charged $30 a month on average with all the fees added in. I would just like to finally be able to cancel my membership instead of whenever it is convenient for them.

    • Initial Complaint

      Date:01/22/2025

      Type:Billing Issues
      Status:
      Unanswered
      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.
      Rep offered to freeze my son's membership and told me we wouldn't be charged, then less than two months later I see a $52 charge on my checking account and both the manager & regional manager refused to refund the fee even though my son hadn't used the gym for nearly a year...my son used the app to cancel his membership on 12/15/24 and I disputed the charge with my credit card but they managed to charge another of my credit cards 6 times between 12/19/24-1/8/25...it's obvious why they have an F here on BBB.

    • Initial Complaint

      Date:01/18/2025

      Type:Product Issues
      Status:
      Unanswered
      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.
      Agreement: ***** Today, I checked online to cancel my membership and the direction was to contact the location. I contacted the location and a young lady answered and told me I had to come into the location. Why does your app tell members to contact the location if you have to go in. Her response was if you dont mind, you have to come in. I do mind - if I can purchase a membership online, I should be able to cancel online. Then she advised me that I could send a certified letter - again, I reference my point above.i dont an opportunity in the next few weeks to do so - I want cancel this.

    • Initial Complaint

      Date:11/27/2024

      Type:Product 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.
      I have contacted the Manager, ***** ****** at the ***************, ******************************* gym regarding harassment from one of their members on 10-06-24 and the parking area being unsafe several times. I explained what happened and ***** said he would refund both of our annual fees at $49 x 2=$98.00 total plus 2 months fees.***** said he would make sure it was refunded to our bank account I requested. ***** gave me 3 print screens of our account and there is a check **** at $49.00 on 10-22-24; but it never reached our bank. On 10-23-24 we received the 2 months of $20 for each of us. But we have not received the annual fee refunds and I checked with both of our banks. I called ************* and they said to speak to the gym; which I have already been doing. I emailed ***** several times requesting the tracking numbers for our refunds to show our banks since they don't see them posted. ***** was forwarding my messages to Regional Manager *******. But I am only getting silence from Planet Fitness & the Managers. It has now been over a month. I would appreciate it if you would assist us with getting our refunds of $98.00 due to the member harassment and we can not attend this gym since it is unsafe. Thank you.

      Business Response

      Date: 12/04/2024

      Dear *********,

       

      I hope this message finds you well. We sincerely apologize for the experience youve had that led to the cancellation of your membership. We understand how frustrating this situation must have been, and we truly regret any inconvenience caused.

      We want to assure you that the refund has been successfully processed, and I have attached screenshots for your reference. We kindly recommend reviewing your bank account statement, starting from the original charge date, to verify that the refund has been applied or that the original charge is no longer reflected in your account.

      Our billing company has confirmed that the reversal has been processed successfully. Should you have any further concerns or questions, please dont hesitate to reach out. We are here to assist you in any way we can.

      Once again, we apologize for any trouble youve encountered, and we truly appreciate your understanding.

       

       

       

       

       

       

       

       

      Logo Description automatically generated

       

      ************************************************|************************************************

       

      A picture containing text, plant, vector graphics, gear Description automatically generated CA | ** | ** | ** | VA

       

      A Planet Fitness Franchise

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

      Regional Manager

      E:**********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************

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

      ***********, CA 93454


    Grand Fitness MGMT LLC 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.