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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

  • 1 complaint 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:10/25/2024

    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 been having on going issues with trying to close my subscription for a while now. And planet fitness promotes easy cancellation which is anything but easy. They try to take out payments multiple times a day. As well as, when they finally did get payment they try to recharge the card a few hours later. And they claim if you want it cancelled you have to pay an absurd amount to pay off the fees just for it to be cancelled even though it should be cancelled the moment I express I want it cancelled.

    Business Response

    Date: 11/06/2024

    Good afternoon,

    After reviewing the case of ****** ***** I believe this complaint to be unfounded and I hope that I can provide you with clarification on this matter. ****** ***** has three memberships in our system here at the ********, ** location. ******* first account was cancelled on 5/17/2022 with a signed cancelation document on file along with an outstanding balance of $81.99 that was never paid off. Her second account was put to collections on 10/11/2023 due to an outstanding balance totaling $290.73. Her third and most recent account is still currently active but has an outstanding balance of $235.45.

    Addressing the first and oldest account first, our legal membership agreement is clear that cancellation does not erase any outstanding balance, therefore the $81.99 of outstanding membership fees is still owed to us. It is also worth noting that this account was cancelled following our policy outlined in all membership agreements, demonstrating that ****** does understand how to properly cancel a membership at this location.

    The second account is in collections and therefore in an inactive status, it will not attempt to **** ****** for any new months of membership. However,in-house or outsourced agencies are authorized to attempt collection of outstanding membership fees by contacting ****** from communication channels provided to us in her agreement.

    Finally, her third, most recent, and currently active account. She signed into a new agreement online to create this account, clearly attempting to circumvent paying her previously accrued debts. The account has outstanding membership fees totaling $235.45 but will continue to attempt to charge ****** monthly as stated in the agreement until the account is cancelled following proper procedure. It is also worth noting that there is no cancellation, freeze documents, or cancellation letters on file for this account.

    Bearing in mind that ****** has previously demonstrated ability to follow cancelation procedure I believe this complaint levied against us to be completely unfounded. We pride ourselves in providing excellent member service and doing our very best to satisfy all parties. This case is clearly complex as ****** has circumvented paying her debts via multiple online sign *** and may have even confused herself on how many accounts she has opened with us. In this case we have decided to make a one-time exception and permanently close ******* most recent, and active account. This action will not clear any of her current legitimate outstanding balances with our club.

    Supporting documents have been attached to this response. Further documents can be submitted upon request. Thank you for your time and attention to this matter,

     

    Best regards, 

    ~******* ******

Planet Fitness is NOT a BBB Accredited Business.

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