ComplaintsforPlanet Fitness

• Initial Complaint

  02/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have requested to cancel my Planet Fitness (Mattapan, **) membership both in person and in writing but I am still being charged the monthly fee. I would like for my membership to be cancelled permanetly. I would like to be refunded the $20.05 charged on 1/20/24.

  

  Business response

  02/22/2024

  The only account with the complainant's information is a PIF membership ($199) that has expired. In order to research the matter completely, please provide:

  1. Any other name that *** have been used on the monthly billing membership.

  2. The last 4 digits of the checking account or credit card that is being billed. Please specify which account type is being billed.

  3. A screen cap or scan of the transaction from the billing statement where the transaction occurred. (a screen cap from an App will not be sufficient to research properly).

  As soon as we have all of the info needed, we will research the claim to bring this matter to a satisfactory conclusion for all parties.
  

• Initial Complaint

  08/05/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Planet Fitness of ******, ** illegally debited my **** card by 49.00$-a 2nd yearly membership fee, after I had already paid less than 4 months ago. I complained to Planet Fitness in ******, **. The staff and supervisor "******," didn't care about my valid legal complaints. My bank had to refund me the money and block all further transactions from Planet Fitness ******, **. My bank told me that Planet Fitness was able to steal from my **** debit card because the file the bank transaction incorrectly with router and direct account numbers which allows Planet Fitness to force through an illegal banking transaction. "******," could have closed my Planet Fitness account over the phone and through email and refused to assist me. The manager at Planet Fitness was never concerned about the money that was stolen from me. Now, I have to replace my bank card, file a police report, and take Planet Fitness ******, ** to small claims court for damages. There's no way Planet Fitness in ******, ** should have an A+ rating from the Better Business Bureau. My bank told me, that Planet Fitness intentionally bills customers in an inappropriate way, with both router and bank account numbers instead of a more honest debit/credit card or cash transaction, because the company wants it to be easy, to steal money from individuals such as myself who sign-up for a membership. Even the cancellation policy by Planet Fitness is a bad business practice, and also supports a dishonest pattern of stealing money from customers. Cancelling a membership account should not be a difficult and long drawn-out process. I do not recommend supporting the business or products provided by Planet Fitness or their affiliates or subsidiaries. Report: ************ ***************************, AA, BA, MLIS

  

  Business response

  08/08/2023

  On 5/27/2023 the complainant enrolled for a Classic Membership. A Start-Up Fee of $49 was paid with a first billing date of June 17, 2023 for $10.00 per month with an Annual Fee of $49 to be billed on July 1st each year, beginning on July 1, 2023 (agreement attached).

  On 6/14/2023, the complainant "upgraded" the Classic Membership to a Black Card+ Membership, changing the monthly dues to $25.05 per month beginning on 6/17/2023 and moving the $49 Annual Fee to August 1st of each year, beginning on August 1, 2023 (agreement attached).

  The complainant was not charged twice for the Annual Fee. The complainant paid a $49 Start-Up Fee on May 27, 2023 and we attempted to collect the $49 Annual Fee on August 1, 2023, which remains uncollected for Insufficient funds.

  The complainant currently has an outstanding balance of $74.05 (attached) for uncollected monthly membership dues ($25.05) on July 17, 2023 and the uncollected Annual Fee ($49.00) on August 1, 2023.

  Payment for the debt can be made at the club or through the Planet Fitness mobile app.
  

  Customer response

  08/13/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Bayo

  Planet Fitness ******, ** altered the original agreement to make it look as if I had not already paid the 49.00$ membership fee. I was told and read that the 49$ registration fee and membership fee were the same fee for this year. I read and understood that the membership fee of 49$ was due again-next year: ****. I was billed for 25$ after I upgrade to the Black Card Membership. And then, I was billed 35$ for a 10$  late fee attached to the 25$ membership fee. Planet Fitness ******, ** did not keep accurate records of billing or money owed. When I was finally able to cancel my membership, my membership was still listed at 10$ a month instead of the Black Card rate of 25$ per month. Maintaining accurate billing and payment records at Planet Fitness ******, ** is the legal responsibility of the business. Planet Fitness ******, ** doctored my agreement form and mishandled and misreported my payment history on purpose in order to steal from my debit/credit card. When I spoke to my bank, they said that Planet Fitness bills in the wrong way, with a direct debit using the bank account numbers, because they have the intention of stealing and forcing a bill through the banking system. It is clear, that Planet Fitness is dishonest in their accounting practices, their billing practices, and in their debiting practices. I would never recommend Planet Fitness-not in ******, ** or anywhere else. You are just plain lying about money and payments because you are being deceptive thieves. Rewriting a contract agreement that I never agreed to, doesn't make you correct. And, creating a new bank account to steal money from me, that I don't owe you after you mess up you accounting records on purpose, is lying and stealing. You owe me money for time and frustration and energy wasted. How dare you be soo dishonest and think that I would not notice, and think that I would not object. When a business refuses to keep adequate accounting records, and then on top of it, blocks a customer from closing their account-as ********************** did to me, then, the company cannot expect the mistakes and billing problems to be the fault of the customer. Your records are not in order and you know it. You are probably stealing membership dues from a number of customers and not only me. I am angry. I want to take you to small Claims court if you are not willing to settle up with me honestly. Neglecting to keep your billing records in adequate order is in fact a serious tax crimes-tax evasion and you need to be reported to the **** as well. I am not ********* I understand a of the varied and different ways that you attempted to convolute your documents in an attempt to ruin my credit reports, as well. Report: ************ ***************************, AA, BA, MLIS Email: ******************* Tell/Text: ************** ************************************************************* I did not agree to your re-written membership agreement. You think that as a franchise you have that much liberty with contract law, and you really do not. I only agreed to the contract that I actually signed. My signature was easily duplicated did not mean that you had the right to duplicate it-either. When you update a contract to request more money, then, I have to sign again, to the new contract. You are not allowed to simply add my saved signature from your computer device, to the new contract. I never agreed to your new contract, and that is how contract law works, in the real world. You abused technology over and over again to pretend I was obligated to pay you more money and that is illegal-I should not have to tell you that, you are a US business and regulated as such, you should have already known!

   

   

  

  Business response

  08/14/2023

  The complainant is either knowingly making false statements or is confused. Furthermore, should the complainant continue to make slanderous accusations without any documentation to support their claims, the BBB portal will no longer be an appropriate venue for resolution of this situation.

  When the complainant upgraded to the Black Card+ Membership on June 14, 2023, they paid ZERO DOLLARS to upgrade. On June 17, 2023 a monthly charge of $25.05 (in accordance with the membership agreement) was successfully made for monthly dues.
  

  On July 17, 2023, the monthly dues charge of $25.05 was rejected for INSUFFICIENT FUNDS and the credit card used for Secondary Billing Information was DECLINED. When a members monthly dues are uncollectable, per the terms of the agreement, any billing information on file can be used for collection of the funds. On July 27, 2023, 10 days after the due date, the $25.05 monthly dues were collected with a $10.00 Late Fee incurred, so $35.05 was collected. As explained, the $35.05 is not a random dollar amount.
  

  A glitch in the system shows $10.00 monthly dues on the Cancel Form dated August 11, 2023, but all records submitted ************ information and monthly dues billing amounts and Annual Fees being in accordance with the Membership Agreement.
  

  We owe the complainant NOTHING and should they choose to litigate, we will defend ourselves to the fullest extent and seek reimbursement of all legal fees incurred from these frivolous allegations.
  

  To end this, we will clear the debt OWED TO US by the complainant, with the understanding that they will never be allowed to enroll for membership at any of our groups Planet Fitness locations.
  

  This will be our last response to this ridiculous complaint.

• Initial Complaint

  01/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been a member of Planet Fitness since *************************** in late December 2022 I was told by the associate woman at the front that she did not feel comfortable with a homosexual visiting this ******** as I might put her and her kids at risk, she told me I was able to visit a different planet fitness ******** and not come back. She claimed she did not feel comfortable with a homosexual using the bathroom and couldn't always "Follow me in there", or using the lounge or lobby area. She told me on a voicemail that I was free to take my membership or sign up at a different ********, waited for me to sign up again so I'm paying for two memberships to cancel one as a "policy violation, and put the second one on hold payment wise, at a different ******** in medford, ** where they allowed me access after reviewing my statement, claimed they can't modify a membership at a different ******** as it's a different franchise, and I haven't been able to be contacted about a refund or the fact that I'm a victim of a hate crime.The other ******** *******, ** said it was sympathetic to the whole situation and allowed me to gain access and sold me another membership that the Chelsea ******** put on hold for without contacting me, and planet fitness medford was unaware on why this occured as well.

  

  Business response

  01/06/2023

  The complainant enrolled for $1.00 down on 12/26/2022 with a first billing date of 1/17/2023. In 5 days, the complainant checked into the club 25 times. During that time we received 3 complaints on 3 different days from 3 different members to 3 different Staff members regarding inappropriate behavior in the Men's Locker Room. All 3 members described the complainant. The complainant used the club over 20 times for $1.00 and cancelled his membership after being approached by Staff regarding a complaint on December 30th. There is no refund warranted and there will be no access granted to the club. The complainant is banned from our ownership's group of clubs for life.

  Customer response

  01/06/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

  The ******** ** ** ******** are not telling the truth and are acting with malicious intent.
  I held a Black-card membership since 2012 at the ******** ** ********, with the black-card perk of visiting other ********s with no complaint for over a decade at any given ********. 
  I cancelled for about 1 month with intent to change my memberships tier, and already was a regular at this ********.
  I changed the tier to a white card membership noted in the attachment on 12/26/22 at the ******** **. Location. Agreement is attached above to the BBB response.
  The associate who made a false complaint is a woman, middle aged, brown hair at the Chelsea ** **. She signed me up for the amended membership on 12/26, also told me I should leave because she's uncomfortable with gay people in the gym on 12/30.
  I went home and submitted a complaint against her in the web portal.
  Complaint to planet fitness:
  Case **************** Name: *******, **
  Case #: 03995357
  Date/Time Opened: 12/30/2022
  There are two different partitioned barcodes and profiles listed because of the membership amendment at the ******** ** ********, from the 2012 black-card account that ended approximately 1 month before the white-card 12/26/22 account, neither have ever received a complaint.
  Sign in and scan in events at planet fitness, are when someone pulls up your information for a purchase, or a club amenity, or reviewing the guest log which would still be noted as a scan in event she claimed as a "Visit", if someone reviews your profile for any given reason at the club terminal.
  The complaint process for planet Fitness is very simple,
  The complaint records into the profile of the person alleging a complaint, with a time and date,
  they would also note a complaint in the profile of the person who the complaint was against, with a time and date.
  If there is no submitted complaint from a member at that point in time recorded, they are ******************** false statements, because it was never logged in their system, she could not display a complaint before I left, and **********, could not see any logged.
  These alleged member complaints were not visible to *******, ** planet fitness when I made the new agreement with them on 12/30/22, as they reviewed my profile at the ******** ** ******** and said there were no notes or logs or complaints attached to the profile. 
  *******, ** ** merely suggested I start a new agreement with them while the complaint process I started was handled with the malicious employee at the ******** ** ********, and agreed that it wasnt deemed cancelled for a policy violation, and could find no notes of a complaint. This made sense because I only had a white card tier membership at the Chelsea Location.
  ******** **.  can not provide an actual complaint, because one does not exist on 12/30 is when she approached me whaling and crying that she didn't want gay people to be here, there was no complaining party at the desk, or any complaint in the system she said she would "add one later", she just said that she knew being gay was wrong and I could be at her ******** anymore, and laughed that there was no complaint she could display, but I had to leave. She was a regular associate not a manager.
  By the time I got home on the same day, she left a voicemail on my house phone claiming I was free to go to a different planet fitness and could no longer return to the ********. (Note this is now a white card membership).
  I myself actually submitted a complaint on 12/30/22 by the web portal page, because of her racism, and sexual harassment after leaving.
  After submitting the complaint, and her voicemail stating I could go to a different club, and me not wanting to return to a hostile environment at the *********** ********.
   I went to the ***********. Planet fitness ********. They are a different franchise and they claimed they did not support her removing me from the Chelsea ******** gym based on discrimination via a hate crime and hate speech and meritless accusations without a formal complaining party, as I informed them of her sexual and verbal harassment. As the associate had no complaint or witness and just wanted me removed based on discrimination at the Chelsea ********.
  Medford Planet fitness, said it would ***** me access to their club, and the associate who signed me up noted there was no actual complaint in the system against me on 12/30/22 (see the second attachment agreement date). They allowed me access and a new membership at the medford ******** with a Blackcard tier, as noted in the service contract being aware of the malice at the Chelsea ********.
  24/48 hours later, *******, ** Planet fitness claims my account says payment on hold they cant seem to generate a barcode for me to enter the gym, and an error keeps popping up. The gym Manager at the medford ******** reassured me that *********** Planet fitness is a different franchise and neither ******** can amend each other since it would be beyond the parameters of each others authority, and they allowed me to proceed into the gym, and said it should fix itself as there was no issue reported on their side.
  On the other attachment above is a membership cancellation form. Dated 1/2/23
  Cancellation reason specifies a policy violation.
  Suddenly after I move on to another ********, before my complaint was processed by ******* planet fitness submitted on 12/30 they allege a policy violation and try and blacklist me from my new agreement at the *********** ******** that isnt part of their franchise, and I was already reviewed to have no complaint actually noted.
  
  
  Where are the actual proof and identities of my accusers because, it proves they are manufacturing fake complaints, and have no actual proof of inappropriate behavior and this employee keeps stalking and harassing me. I was not able to communicate to cancel my membership for her harassment and she went above her reach to make false statements to ban me from the franchise as a whole, and *******, ** already disagreed with the ******** **S false statements and lack of evidence.
  
  
  Planet fitness reserves the right to cancel an agreement for any reason.
  The problem here is, it wasnt a vague cancellation, I was approached and false accused of misconduct that could not be cited, with camera history, or an actual complaint noted.
  She did malicious supplanting to support her false accusations after the fact.
  
  
  I do not want a refund, I want re-access to the *********** ********.
  I want my ******** **, agreement cancelled for cancellation not a false claim of a policy violation.
  I also want her to file a police report and accuse me of sexual misconduct rather than meritless slander if she wants to make a false accusation, or I want BBB to make one on her or my behalf,
  I want to end contact with this malicious ******** and employees that are ignoring my complaint response and sending complete lies to the BBB.
  
  
  If Chelsea ** can not produce an accurate claim of sexual harassment against another member, Id like to move forward and challenge my accusers legally.
  
  
  BBB should contact *******, ** planet fitness to also dispute *******, ** **, false claims because the associate who signed me up said she could not find one on file. Their accusations are randomly appearing after the complaint process began, this is unlawful slander.
  
  
  Also,  I want to note that they are aware I went to this ******** with my original membership, and decided they wanted to make a new barcode and profile on 12/26, and their BBB reply states that I went to this ****** times in only 4 days for $1.00. Its all around false information.
  

   

  

  Business response

  01/10/2023

  We're not going to engage in a back and forth over $1.00. The complainant received more than his money's worth for $1.00. We are a private business and reserve the right to refuse service to anyone. We consider this matter closed.

  Customer response

  01/11/2023

  Planet Fitness simply is not telling the truth, I have been a member since 2012, and their records reflect it if the BBB, contacted them directly.

  I do not accept this harassment.

   

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

*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. ↩