Complaints

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:11/28/2022

  Type:Order 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 last year. I never got a card, I never went to the facility to work out. Within a week of when I joined, I had torn both my meniscus', I had to wait for 5 months during Covid to get into surgery. After surgery, I had a 6 week recovery and was told by PT I cannot use the equipment there with my other meniscus torn. I called several times, and was told I could not cancel my membership over the phone. I did not drive all that time, had groceries delivered, and when I did finally go back to work, I got a ride to and from. I FINALLY was out to see my son THIS Thanksgiving on Friday and I went in and told them I wanted to cancel it. I am having another knee surgery in 3 weeks on my other leg. I heard from them that we can pause it, your better off pausing it, etc. The woman told me my card did not take. I said I know it didn't take because I shut my card off. I got tired of it--- and ending up pausing it not to get another fee that they talked about. I'm tired of planet fitness I'm disgusted.. I feel bad for all the people who keep paying not to hear the nonsense each month. I am not paying a late fee, plus this months bill. I'm over them. The girl said she waived the "late fee" for my card not taking. And shouldn't be charged. Let them know before the hold is up and I could refreeze it if need be. So low and behold I get up today and Planet Fitness tried running the card I turned off for $60.00.. Not going to happen. I am DISABLED. I have worked 3 months out of the year this year and barely have food in my house-- and having another surgery. I do NOT drive. I want my membership cancelled--NOT frozen. And I want whatever it says I owe stopped. I never went to their establishment. And i'm not getting bullied to keep going. Please contact me by email only. Thank you *****

  Business Response

  Date: 01/24/2023

  Dear *** ******* 

  Thank you for the opportunity to respond to *** *****’s BBB Complaint. 

  1. In response to ** ***** Statement of the problem, *** ***** claims she never received a  card. I am assuming she is referring to our key tag to check in and out of the club. We now have  a preferred check in method though our mobile app or combination of the members phone number and our club ID.  

  2. ** ******* said she never went into the facility. The membership is an ongoing membership and  is charged by the month. ** *****’s membership was not charged by the visit, but by the  
  month. Members can cancel at anytime for any reason. Please see the attached membership  agreement where *** *****’s e-signature is proved.  

  3. We, as a company, do not know if a member is out medically unless it is brought to our attention by the member. In this case, *** ***** tore both meniscus’ and was out for an  
  extended period of time. If known, we could have extended our freeze option to *** ***** so  she would not have to pay for months she was not using the club due to medical.  
  

  4. The charges for ** *****’s account were from the November 1st annual fee, and the November 17th monthly dues. The was an additional $15 charge that was a late fee. This has  been waived from past dues. Both of these charges before *** ***** froze her account on November 26, 2022. ** ***** was delinquent on initial payment s for the months of April,  May, July, August, October, and November.  

  5. ** *****’s desired settlement was for her membership to be cancelled and remove the $60  charge from her account. The membership has been cancelled as of 12/16/2022, and $15 in late  fees has been removed from her account. 

  For reference, *** *****’s online sign up has been attached. This clearly explains Planet Fitness Cancellation policy as part of the membership agreement. Also included is the signed  copy of *** *****’s freeze form which clearly lays out the freeze policy. 
  

  Again, thank you for the opportunity to allow me to explain our policies and procedures.  
  

  Hopefully the information provided will help better understand that *** *****’s complaints we  not valid. We try to be as transparent with members by providing copies of agreements, cancel  and freeze forms, etc. 
  
  IF you have any questions or need more information regarding this situation, please feel free to  contact me at ###-###-#### or *******@nfpfit.com 
  

  Thank you 
  Jon C*****