ComplaintsforPlanet Fitness

• Initial Complaint

  10/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  So I signed up, back in January 2024, online for club in Richmond, KY. Back 5 months ago, I made an attempt first, to change the payment due date on my account, as the 17th of every month, did not work for when I received my monthly disability from the *** They advised me, they only do payments on the 17th, and there’s nothing they can do, to change the billing date! Then I requested to cancel my membership in person. I was advised that I could not cancel my membership without a written doctor’s note stating I can’t use the equipment and why. I love the idea of planet fitness, but not being able to cancel NOR change my billing is extremely frustrating. Now, I have all these built up charges, and I have not used this membership at all, IN MONTHS. While I probably could get a written note from my doctor (I’m pregnant), this seems super predatory that I have to share my medical information with PF. I would like this membership cancelled, and the fee’s that have built up on the account since I haven’t used planet fitness removed. Totalling $152 (pretty sure that doesn’t even include this month).

  Business response

  10/24/2024

  Good Afternoon! 

  Upon investigation from the clubs management, we do not have record on her account of her contacting us to request the cancellation. This club member was also notified of each membership draft that came back as rejected, and this resulted in a balance owed of $152.17. We do not require a club member to offer the reason for their cancellation medically, and at this time the balance has been waived and the membership has been cancelled. 

  Thanks! 

  Customer response

  10/24/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ***** 

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  10/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I live in Indiana and set up a memership to a local Planet Fitness several years ago for my daughter. After graduation, she spent two years in Houston, TX working for an organizaton providing disaster relief as part of her assignment with AmeriCorps. Since she was living in Houston, her Planet Fitness membership was transferred to the Houston location at 5770 Hollister Rd. When my daughter returned to Indiana in June, 2024, we have attempted to cancel the membership multiple times, each time being told that "management" will take care of it. No one has cancelled the membership and they continue to automatically draft the monthly amount from my checking account. I called the Houston location again today and finally received a return call from "management." I was told that she would transfer my daughter's membership back to Indiana and that I would need to go in person to cancel it. She stated there would be no refund, even though they have continuously dropped the ball and done nothing to cancel the membership. I asked to be elevated to someone higher up or to Corporate and was told that "she is as high up as I can go and that all Planet Fitnesses are privately franchised and Corporate has no say in what they do." I would like the membership cancelled and my monthly payments back to June refunded. I was also told that once my membership is transferred to the local club, that I would owe another month! That is totally unacceptable. They charge in advance and the next payment does not come out until Oct 15th. If this had been ttansferred right away when first contacted regarding the cancellation, I would not have paid 5 additional monthly fees. Also, I have already been to the local Indiana club personally, twice to try to get assistance with getting this resolved and now need to go in a 3rd time tomorrow to see if the Houston club has, in fact, transferred the membership and whether I can get the membership cancelled. Please help with this matter.

  Business response

  10/15/2024

  Good Afternoon! 

  This club members membership was transferred to our system on 10/12/2024. At this time, we have cancelled the membership for them. Regarding any reimbursement, this will need to be conducted through the club in Texas, as this is the location/franchise that collected the funds for the monthly payments. 

  Thanks! 

  Customer response

  10/15/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  

  The response was apparently from the New Albany, Indiana location (where the membership was finally transferred to and cancelled on 10/12/2024).  My complaint is against the Houston, Texas location.  They are the ones that left my daughter's membership outstanding for months after she moved back to Indiana.  The membership should have been cancelled in June.  They even admitted that they dropped the ball and did not handle it correctly but then said basically they weren't going to do anything about it but transfer the membership to Indiana for me to cancel in person with them.  Funny they cancelled the membership without me driving down there again.  Still owed a refund.

  Sincerely,
  
  ********* ****

  Business response

  10/15/2024

  Good Afternoon! 

  Unfortunately we are not in relation to the Planet Fitness Club in TX. With the membership being transferred to our systems here in KY, our management executed a resolution that was in our power and cancelled the membership. 

  Thanks! 

  Customer response

  10/15/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  I understand that you are not the Texas branch, but that is who this complaint is against.  I appreciate you taking care of the membership issue so quickly, though.

  
  Sincerely,
  
  ********* ****

• Initial Complaint

  09/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I just want my membership cancelled. I have tried online several times. I don’t have time to go to the place of business. I have called as well and they say they cannot do it over the phone. Not consumer friendly. I have attempted to do this at various times within the past 6 months to a year. They indicate that cancellation can be made by mail but there is no address.

   

  4301 Shelbyville Road
  Louisville, KY  40207

  Business response

  09/11/2024

  Good Morning! 

  We will be cancelling this club members monthly membership. We will also be contacting them directly to inform them of this as well. 

  Thanks! 

  Customer response

  09/11/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ********* 

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  07/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My son ***** ***** had an account with Planet Fitness. I authorized for him to make a one month payment almost 2 years ago. I received a new debit card from my bank in June 2024, which Planet fitness did not have on file. Planet fitness was not provided with my new card number. I called planet fitness, Dixie PRP location on 7/29 2024. I was told by a representative by the name of ***** that someone brought my card to the facility on 07/18/2024, and swiped my card to take a payment, and updated my card for future payments. I know this is untrue. I have one card, which was in my possession. *****, nor anyone else has been to planet fitness in months. I don't know how Planet fitness illegally obtained my bank card information, but I feel there is something fraudulent going on. **** was adamant about someone coming in, when again, I know this to be untrue. I am requesting a refund of the two most recent charges in the amount of $26.55 each and a stop from all future charges being made to my account.

  Business response

  08/02/2024

   

  Good Afternoon!

  The membership that is referenced is for this Club Members son who was signed up online in August 2022. When this was conducted, *** ****** payment information was attached to the membership which included her checking account and routing number, and a Visa card on file. The membership has been used and was not cancelled. When the Visa card on file expired, and a new card was received on 7/18/24, it was automatically updated with *** ********** The checking account that was on file failed to process July's membership draft which resulted in the new Visa card on file to be charged for the monthly dues that were owed on 7/25/24. There was another charge from June's pas due payment on 7/29/24 as well during the monthly club account sweeps to allow the account to be back in good standing. Our staff member walked through the online cancellation process with *** **** on 7/29/24 and the membership is now pending cancellation with no further charges. All membership costs were owed, and the General Manager of the club members primary location has since spoken to *** **** attempting to explain this in detail. 

  Thanks! 

   

• Initial Complaint

  05/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Planet fitness been charging me for 2 gym memberships I didn't sign up for nor did I sign the contract therefore I am not obligation in no way to go down there and make them stop. I have no way to get there so that means they will just take money twice a month forever that isn't fair. I know nothing of the details of these memberships only my account has been uses for payment for more than 3 years now i went to my bank and they can't even make them stop. I emailed them a year ago and called them 6 months ago but they continue now totaling over $1400. I need my nonet back and they have be stopped please not including ant overdraft fees but I will not take it that far.

  Business response

  05/14/2024

  Good Afternoon! 

  We are not able to locate this club member in our system with the information they provided. A member of upper management has attempted to contact them twice regarding their account and to be able to assist further, but we have been unsuccessful with getting in contact with them. 

  Thanks! 

• Initial Complaint

  04/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Planet Fitness failed to cancel my membership request submitted on 5/28/2023. Instead, a form was submitted to Freeze my account until February 2024. They continued to charge me a $20.05 membership fee each month. I had not attended the gym since 5/28/2023 when I requested my membership be canceled. On April 1, 2024, I was charged a $39 Annual Membership fee. on April 4th, I called and spoke to ****** about the problem. He said that he would escalate to his district manager. As of today, 4/17/2013, I have not heard back from either. In fact, there is a pending charge for another unauthorized charge of $20.05. I spoke with ***** today and she was helpful with advising me to go online to cancel my membership. The document sent to me does not have my signature on it. In place of it you will notice is has STAFF. ******* ***** name is listed as the staff member. I have included the email sent to me by staff and my bank account information showing the charges.

  Customer response

  04/18/2024

  The address for the Planet Fitness gym is: 

  3036 Bardstown Rd, Louisville, KY 40205

  Business response

  04/24/2024

  Good Afternoon! 

  A refund has been submitted for this club member for the invoice amounts that we see on our end. Upper Management has also attempted to contact this member directly to inform them of this, and answer any further questions they may have. 

  Thanks! 

  Customer response

  04/24/2024

  
  Complaint: ********
  
  I am rejecting this response because: the Planet Fitness charges caused an additional $35 overdraft fee on bank. That fee needs to be included in the refund. There also needs to be an inconvenience fee included, because this should never have happened. 

  
  Sincerely,
  
  ******* *******

  Business response

  04/30/2024

  Good Morning! 

  We would not be responsible for this overdraft cost, as we did not receive the funds for this. Therefore, the club member would need to contact their bank directly regarding this charge.

  Thanks!

  Customer response

  04/30/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  I'd like to express my gratitude to ******* at the Dixie location for his exceptional assistance in clarifying the issue. He truly went the extra mile, and I am thankful for his outstanding customer service.
  
  Sincerely,
  
  ******* ******* 

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  04/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received 4 charges from planet fitness in one month. I understand my membership fee and my annual fee being authorized, but the other 2 charges I did not authorize. Management at my local gym store on Frederica Street in Owensboro, KY has said there is nothing they can do since the charges do not reflect on my PF account history.

  Business response

  04/18/2024

  Forwarding to the BBB, this club is not part of our Franchise, as they are independently owned and operated. 

  Business response

  04/24/2024

  Good Afternoon! 

  This club member put in a member service request to investigate the charges she is describing as fraudulent. When they spoke to the General Manager after they received this request, it was requested that she provide bank statements to further investigate the charges she is referring to, as we do not see additional charges on our end. The General Manager has attempted to contact this club member to request this information once more, but they are not answering or returning our phone calls. We would like to resolve this matter and locate or explain any charges they are not recognizing as they did purchase lotions and eyewear at the club location, but we cannot do so without further detail of the charges in question. 

  Thanks! 

• Initial Complaint

  01/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Each summer, I am in Kentucky for up to 6 weeks, hence I join Planet Fitness to have access to a gym. Typically I am able to cancel before leaving for Seattle (where I live), but this year I was unable to go in person and cancel. I have filed online through Planet Fitness in multiple attempts to cancel (at least 10 contacts), as well as tried to stop by a local club in Seattle to stop my membership. I was also in KY in Oct, and when I stopped in to try and cancel, the staff would not help me and said the person who could was at lunch. This did not work for me, as I had to leave and head to TN and ultimately back to WA. I've also tried calling (where I was told I had to come to this gym in person) and reaching out on social media and keep being told the same thing. I am beyond frustrated to still be a member and to be charged every month for a gym membership I never wanted. Can you please help me cancel my membership and also refund me for September, October, November, December, and January charges? The total now is $114.95 (5 months of membership) + $39 annual fee, or a total of $153.95.

  Business response

  01/29/2024

  Good Afternoon! 

  Reviewing this club members account, we do not see any indication or notations that they have reached out regarding their membership nor have we located any emails from them on this matter. As a courtesy, we have canceled the membership and have issued a 3 month refund. A Regional Manager has also attempted to contact this member via phone to explain the accommodations we are providing for them as well. 

  Thanks! 

  Customer response

  01/30/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ****** 

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  11/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a membership in Planet Fitness before COVID-19 started. I was living in Helena, MT at the time, and I joined the gym there. I did not realize that Planet Fitness kept charging us for a gym membership even though there gym was closed down. I saw a charge on my account and realized they had been charging me since 2020 even though I have not used the facility since the COVID shut down. I went to the Planet Fitness in Elizabethtown, KY to cancel my nationwide membership. I was told I have to cancel the the membership at the Planet Fitness I joined at. I told them I could not drive to Montana from Kentucky just to cancel a membership and I wanted them to fax Helena's Planet Fitness my cancelation paperwork. They said they would not help me. I am a 100% disabled cimbat veteran, and I feel taken advantage of and disrespected. Please, help. **** ******* ****** ****** my bank, says this is not the first story they have seen of a veteran mistreated this way. They say Planet Fitness has made a habit of it.

  Business response

  11/21/2023

  Good Afternoon! 

  Upon further investigation, we are unable to cancel the membership due to it being at a location outside of our franchise and therefore we are unable to access the account. However, we have turned this over to Planet Fitness Headquarters so they can properly address the situation and pass this information to the correct club. The member is also able to send in a cancellation request to his home club by sending in a letter, as he is not required to actually go to the location.

  Thanks! 

• Initial Complaint

  11/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Planet Fitness business model works because of their "fine print" policies. I called to cancel in January of 2021. They said my account was then frozen and if I ever wanted to be a member to call them back and let them know and they'd unfreeze my account. Remember, I asked to cancel. I noticed today, November 1st 2023 that they are STILL charging me, 35 months later!!! When I called the local planet fitness the "Assistant Manager" informed me that when they "freeze an account", it becomes "reactivated" after 6 months, where they then start charging you again. I let the "Assistant Manager" know this was completely unacceptable, and I wanted to speak to the Regional Manager. She said she didn't have a number for her Regional Manager, but that she'd go ahead and freeze my account, again. Imagine that, trying the same trick twice, on the same person. I'm furious with the lack of consideration, refusal to make things right, and with Planet Fitness as a whole. DO NOT join this over crowded, shady practices, no customer service having Gym! And if you do, get it in writing when you cancel. As they may still be chsrging you 35 months later, after you request to cancel your membership.

  Business response

  11/02/2023

  Good Afternoon! 

  Sr. Management of this club was able to successfully contact this member and provide a detailed explanation of his membership agreement he signed, our cancellation policy, and our policy on the steps to take after 3 consecutive unauthorized payments have occurred. The member was thankful to be contacted by our Sr. Management, and in hopes of retaining this member in the future, we will be processing a refund for 3 months of his membership payments. 

  Thanks! 

  Customer response

  11/03/2023

  
  Complaint: ********
  
  I am rejecting this response because sending me $114 ABSOLUTELY does not suffice the unauthorized 35 months of charges and annual fees I was charged by Planet Fitness after requesting my service be canceled. 

   

  In fact, everything they said in response to my claim was a lie. I didn't agree with, nor say, any of the things they said I did in their response.

  
  Sincerely,
  
  ***** ***

  Business response

  11/07/2023

  Good Afternoon! 

  This club member was contacted by our Sr. Management, per their request. They were given an extensive break down of the agreement they signed at the time they joined, and we have processed a refund for three months of the services that they paid for but did not use. Unfortunately, we do not cancel over the phone at our locations even though this is how the client stated they cancelled with us. We have provided the client with their requests, however, we are unable to refund the remaining 32 membership payments, as it is a clients responsibility to enter their nearest club location and cancel if they do not wish to use our services any longer. 

  Thanks! 

*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. ↩