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Business Profile

Gymnasium

Planet Fitness

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Gymnasium.

Complaints

Customer Complaints Summary

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

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/11/2025

    Type:Order 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.
    On Oct 14th 2023 somewhere around that date. I went to planet fitness and they put my account on freeze due to medical. When I came back from visit I closed my account with them because I could no longer use equipment until further notice. Usually I get alerts from ****************. I was not alerted because when you have a recurring bill they do not inform you. It wasn't till my accountant informed me. When I went to look there it is 14 months of them charging me. When I spoke with **** the manager she said she would get back to me. She saw the freeze I told her who cancled my account and I also signed the cancelation. I waited over a week for her to call back. I just spoke to her and she was told to give me 2 months that's it. Something about the regional manager is no longer with the company. I am 62 years old I am not the first senior they have done this to but I am the last. I can send proof but do not want to put my bank account on here. Anyone can call me ************

    Business Response

    Date: 02/27/2025

    The member was refunded correctly through our contract agreement of 60 days worth of membership dues. The member did not notify club management of error on billing statement until nearly a year later. We have successfully refunded the member their final 60 days worth of dues. 

    Customer Answer

    Date: 03/03/2025

    [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

     Complaint: 22928834

    I am rejecting this response because: I went to the front desk. I told the young girl behind the counter to cancel my membership due to medical. Pretty young black girl. I signed the agreement to end my membership. She stated that was all I needed to do apparently not!  You did not do the right thing on your end. You kept charging me. So to the fact you have done this to 2 other of my friends I believe your company scams seniors. I signed the agreement to stop my membership. You owe me money that you curved me for over a year. 


    Regards,

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








    Business Response

    Date: 03/11/2025

    Our records indicate that the cancel was processed on 1/21/25. Based on the membership agreement, we require the member to notify us within 60 days of improper billing. As a courtesy we have refunded the last 60 days of her membership.

    Customer Answer

    Date: 03/12/2025

    [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

     Complaint: 22928834

    I am rejecting this response because when I found out You were charging me for the past 16 months. My bank **************** does not inform me when it is a Reoccurring charge. I canceled this back in october of 2023. If your staff Is incompetent that should not be my fault. I canceled you in october of 2023! When I found out I was still being Is charged I called immediately. When I spoke Is to **** She was going to see what she could do. Please don't insult my intelligence. I expect a full refund for to your lack of proper customer service and your Incompetence on how to train your employees. Again , I signed in october of 2023 to cancel due to medical reasons. 

    Regards,

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








  • Initial Complaint

    Date:07/29/2024

    Type:Order 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 son ***** who is 16 years old opened up a Planet Fitness account back on April 6th. He paid the $1.00 registration fee and he was told that each month would cost $14.99. As time went on he noticed that his bank account was being drained of money from Planet Fitness fees at the tune of $75. My husband and I also noticed that Planet Fitness started to charge our credit card totaling $244.95. ***** closed the Planet Fitness account on May 26th. He was told that he owed $14.99 in order to close the account. ********************** does not accept cash so I gave him a gift card and he paid the $14.99 so that we could end this unfortunate situation. We thought the nightmare was over however Planet fitness has continued to charge both mine and my husband's credit card and my son's bank account. ***** went to the bank and they told him that they get many complaints about Planet Fitness. They said that they would try and help *****, however nothing has been resolved yet. My husband and ***** went to Planet Fitness on July 13th to try to rectify this debacle. **** the Planet Fitness *** was rude and aggressive to my husband and ***** and at this meeting **** assured them that the accounts were closed. It was at this meeting that my husband and ***** found out that Planet Fitness had two accounts listed in *****'s name. No one from Planet Fitness can explain this mystery of the two accounts. I have attached the proof of the two cancelled accounts. Yesterday our credit card was charged once again and today, July 18th, *****'s account was charged $59.00. The charges are erratic and make no sense whatsoever. Some charges are: multiple charges of $1.00, $10.00, $24.99, $14.99, $59.00...My husband emailed the regional manager of Planet Fitness and spoke with the club manager who said that she will try to help us but this entire situation has been very daunting. Please help...Thank you for your time and consideration regarding this matter.Sincerely,*******************************

    Business Response

    Date: 08/26/2024

    Good morning,

    We already went ahead and refunded all invoices for the double charged accounts. We communicated this to the member. 

    Thank you!

Planet Fitness is NOT a BBB Accredited Business.

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