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:06/18/2025

  Type:Facilities 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 filed a previous BBB claim with the Planet Fitness at **** *********** **** ** **** ** Bridgeport, WV 26330. I think I filed it last year. I’ve spoken with the manager Aaron about the problem before. He has tried to keep the fans going and tried to make me happy, but clearly there’s an issue either with the temperature or the A/C unit maybe both. I was there today June 17th 2025 at 7am. I started on the Stairmaster machine. I am a 31 year old woman. I eat healthy, I obviously exercise, I don’t smoke, I have no medical conditions, I am very fit. I feel like I am going to pass out everytime I work out. I have a friend younger than me who is also just like me very healthy/fit. She told me she feels the same way in regard to how hot this gym is. I am reaching out to the Main Headquarters in hope someone will do something in regard to this problem. Someone is going to pass out due to being over heated in this gym. I’ve been to multiple Planet Fitness’s in the past from Morgantown, WV clear to Barborsville, WV. This is the hottest gym I have ever been in. If something happens to me because no one will do anything about it I am not afraid to take legal action. This is now my second documented complaint. I would like to see someone come and examine this gym and figure out what needs to be done to fix this problem.

  Business Response

  Date: 06/27/2025

  Good morning,

  Upon receiving this complaint we have double checked all of our HVAC units and have confirmed that they are all operating correctly and efficiently. All of our units have been serviced within the last few months and there are currently no issues with any of the HVAC units.

  The thermostats are all reporting properly and all of the settings were double checked to ensure they are set correctly to maintain a comfortable temperature within the club. All thermostats are set on auto changeover to maintain a temperature of 68-72 degrees Fahrenheit within the club.

  At this time the club is maintaining a temperature of around 72 degrees Fahrenheit and the temperature is comfortable in the club matching what the thermostats are reading. Fans were added in the strength area to help with circulation and the cardio fans have been turned up to improve circulation during the recent heat wave.

  Myself and the team walk the club throughout the day to monitor the temperature and ensure it still is maintaining within the set parameters, however the temperature can vary slightly depending on how many people are in the club and in the area, as well as when the sun hits the windows, it can cause a slight increase in temperature.

  The only issues in the club currently involves the strength area heating up in the afternoon when the sun shines through the windows increasing the temperature in the front of the club beyond what the HVAC unit can keep up with, this is assisted by adding floor fans for improved circulation and our facilities maintenance team is working on measurements and quotes to add window blinds to help resolve the issues with the sun causing the strength area to heat up when it shines through the windows in the afternoon and evening. 

  Customer Answer

  Date: 06/27/2025

  I reached out to the main headquarters because I feel like my complaint is not being taken seriously. I had already reached out to my local gym prior as stated in my complaint. I also stated I would like to see an outside source inspect that gym. I would like someone from the main headquarters to reach out to me. I am not satisfied with this response. 

• Initial Complaint

  Date:01/13/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore 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 was at the Planet Fitness gym in Bridgeport, WV Sunday January 5th 2025 10:10am. It was extremely hot in the gym. I’ve noticed this particular gym is a lot hotter than the other Planet Fitness’s I’ve been in. I have been in several throughout WV from Morgantown to Barborsville. Obviously I am tired of suffering and I believe they have the temperature way too high. I overheard several people complaining that day while I was in the gym. I reached out to a man I know that works there as shown in my upload’s attached. He then reached out to his manager. I don’t feel the manager’s statement is true and I don’t really like the way he worded/handled my complaint. I reached out to the main planet fitness at ********************** via email Monday January 6th 2025 9:28am as shown in the uploads I attached. I had tried to call them and they didn’t answer. They have yet to respond to my email. I think someone needs to go into this planet fitness in Bridgeport, WV and make sure the building/staff are up to code. There’s definitely a problem since my concerns were not taken seriously and the company has not tried to reach out in anyway to my concern/complaint.

  Business Response

  Date: 01/29/2025

  HI, I connected with **** in-person and gathered further information as to the issues being experienced with the heat problems, the location of the issue and details. I provided **** with information regarding 2 HVAC units that were currently out of order and had issues with their heaters that were causing the other units close by to over work to assist and overcompensate as the sensors were reading a lower temperature even caused by a nearby unit not heating correctly. I shared that we have had techs working on the other 2 units to address this problem and once those repairs are made then the temperature should correct itself, however I provided **** with some temporary solutions that we can put in place in the meantime if the temperature does increase again and asked that they just let us know in real time so that way we can implement those solutions and get a tech in ASAP to assess the units. Please feel free to reach out to myself via a phone call at ************ or in-person at the club if you have any questions, concerns, or are looking for updates on the status of repairs. 

  Thank you, 

  Customer Answer

  Date: 01/29/2025

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  
  

  Regards,

  
  

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

• Initial Complaint

  Date:02/07/2024

  Type:Customer Service 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.

  Below freezing temperatures
  Disabled
  Old
  
  Should have to pay to be in a building that is below freezing temperatures. I paid to be in a building that basic heating functions this one doesn't.

  Business Response

  Date: 02/16/2024

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

  Business Response

  Date: 02/22/2024

  Hi *******,

  We currently have no active issues with any of our HVAC units. Currently the club is accurately maintaining a set temperature that stays between 68 and 72 degrees Fahrenheit. The last active issue with one of our HVAC units was resolved on February 9th, 2024. The unit labeled RTU 2 which is directly above our strength section had an intake vent stuck open and was mixing cold air with the hot air and therefore was blowing 48 degree air into the club. However, this issue had a small affect on the club, only dropping the overall temperature down into the mid to low 60's. This issue was quickly resolved and while awaiting techs to be onsite, the club turned the unit off which resulted in the temperature of the club returning back to the set 68 to 72 degree range. Since the repairs were completed on 2/9/24, no issues have occurred. If there are any further or new issues, please reach out to the club directly to let us know so we may get them addressed as soon as possible. 

   

  Thank you,

  *****

  Club Manager