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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

  • 3 total complaints in the last 3 years.
  • 0 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:01/25/2024

    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 pay for the black card service at planet fitness for 8 years now. I strictly use the lay down hydrotherapy massge beds . There are 3 at my location in *************. One has been broken for months , probably at least 4, another does not work properly, the pressure is very minimal, has been half working for a long time, and now the third one is not working. I am paying for services that are not available and would like to be refundes for the extra black card fees for all the months the beds have been broken and continue to not be charged until they are all fixed and operating. You withdraw your fees every month for 8 years , no exclusions, yet you dont provide what was purchased.

    Business Response

    Date: 01/26/2024

    Planet Fitness is independently owned and operated this complaint is not part of our franchise; I have requested this be  forward it to the correct franchise owner.

    Customer Answer

    Date: 01/27/2024

     
    Complaint: 21201750

    I am rejecting this response because:

    Sincerely,

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

  • Initial Complaint

    Date:01/02/2024

    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.
    I moved 2.5 hours away on December 15 and wanted to cancel my membership. I called on December 26 to cancel by phone because you cannot cancel on the app. They stated you have to cancel in person. On the website it said you have to cancel by the 25th to stop the annual fee. That was Christmas and they were closed.I was in town on December 30 and canceled in person. I explained I moved over 2 hours away and couldnt stop in person before that day.I was charged the $49 annual fee.The attached photo of the membership rules does not give exact instructions, it is ambiguous according to the club. I have extenuating circumstances because of my move across the state.I called the manager with no response.

  • Initial Complaint

    Date:07/15/2023

    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.
    1 - multiple payments taken out from my card.
    2- when i try to access my account it opens my 15years old account from different location.
    3-  I try to talk at club and no one can resolve this issue, they said manager will call back but no one call  back in 10 days.

    this same issue with my and my wife's account

Planet Fitness is NOT a BBB Accredited Business.

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