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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

  • 2 total complaints in the last 3 years.
  • 1 complaint 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/18/2024

    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.
    Called in June 2024 to ask to pause my membership due to pregnancy. Was charged in July 2024. Had to call again and complain and they said we can’t refund you, the employee I dealt with incorrectly submitted for the pause. Suddenly wake up to another charge this morning (November 2024).

    Customer Answer

    Date: 11/18/2024

    Address: *** **-*** *********, NJ 07004

  • Initial Complaint

    Date:07/23/2023

    Type:Service or Repair 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 had a membership with planet fitness for almost two years. In the past year my health has deteriorated due to an autoimmune disorder. I have been deemed disabled by the state and I have been trying to cancel my membership since October 2022. When I call, they tell me I need to come in person. They wont let my wife cancel for me either. Since my immobility has been an issue, I have not been able to get to the location to cancel my membership. I asked them if I provide a letter showing Im disabled can they cancel and refund the money since this is a unique circumstance. Now after months of trying to cancel over the phone, they now give me an option to send a certified letter stating to cancel my membership. I was never informed from 10/2022 that I could send a letter to cancel and was strictly told I could only cancel the membership in person. Because of the lack of information, my mobility issue, and a letter from the state saying Im disabled, my money should be refunded from 10/2022. Again, I was never given an option to send a letter to cancel and its unfair and unethical to not accommodate a disabled persons request due to lack of information and options from the staff.

    Business Response

    Date: 08/23/2023

    ************** membership was cancelled 8/1/23. He was informed the same day by the manager that he would not be receiving a refund based on the terms of the agreement.

Planet Fitness is NOT a BBB Accredited Business.

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