ComplaintsforPlanet Fitness

• Initial Complaint

  07/10/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I sent a letter to my home club requesting a membership cancellation WELL BEFORE the deadline to do so. To my surprise, I saw that I was charged around $40 for the month's dues (which included a late fee). I want a refund for this since I cancelled my membership well before the deadline to do so, and the communication regarding this has been subpar. I won't hesitate to take legal action if I don't get a refund, since $40 is an absurd amount of money considering I don't even live near this gym anymore. The email on the account is ****************************

  Business response

  07/12/2024

  Planet Fitness locations are independently owned and operated. We cannot find this person in our system so they must belong to a different franchise group. They should reach out to their home club directly.

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  At the Planet Fitness at **************************************, on the evening of July 3rd my membership was abruptly canceled against my wishes when I spent a very brief moment, not even more than a minute, when I was asking about a policy that I was apparently in violation of. It is uncivil to handle customers from the local community in this manner. I talked to the higher level manager and was told I can't get reinstated because I was canceled for violating a policy. The problem was that I was not really being warned about breaking any policy and then continuing in which case anyone including me would understand the policy being ended by the business against the customer's stated wishes. I was told that I was against the policy and then I asked for an exception and then the employee said I was wrong for even asking and then when I said I was just communicating what I would like, he walked away and canceled me on the computer. The discussion lasted a matter of seconds and since I was just getting the policy verbally for the first time, I think that the impolite decision to immediately to go canceling my membership was wrong. I had signed up on the internet only earlier last month so this was actually the first of any conversational with an employee there. So I need to get my membership reinstated, but you should know that I just got off the phone with the location manager who has agreed with the decision to cancel by the employee and told me that I was reported as being unwilling to comply even though I was only talking and asking about the policy for a brief moment.

  Business response

  07/08/2024

  Planet Fitness locations are independently owned and operated. This member does not have a membership at any of the locations within our franchise group. The location mentioned in the complaint is associated with another franchise group. He needs to contact them directly.

• Initial Complaint

  06/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I apply for membership on 5/28/24 I was charged $ ***** for membership. On 5/29/24 I sent cancellation and have been cancelled but I never received refund. I keep sanding emails and calling asked for refund and no response. Im on Social Security and I dont have money to lose

  Customer response

  06/18/2024

  **** is resolved with IKO thank you so much for helping me.                                      *************************;

• Initial Complaint

  01/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This is what I wrote to Planet fitness.Dear Planet Fitness Customer Service,I hope this message finds you well. I am writing to express my dissatisfaction with the recent experience I had with your gym services. I have encountered several issues that have left me feeling frustrated and disappointed.Firstly, there seems to be an issue with overcharging on my account. I have noticed discrepancies in the billing, and despite my attempts to address the matter with your customer service representatives, I have not received a satisfactory resolution.Moreover, the customer service experience itself has been far from pleasant. The representatives I spoke to were not only unhelpful but also exhibited a level of rudeness that was both surprising and disappointing. I believe that every customer deserves to be treated with respect and courtesy, especially when seeking assistance with their concerns.One significant challenge I faced was the lack of clear communication about the rules and regulations governing billing and membership. It appears that certain important information is not readily available on the app or other communication channels. Its frustrating to be made to feel responsible for not knowing certain details when they are not easily accessible.To exacerbate matters, when seeking a resolution, I was directed to contact my bank to initiate a claim to recover the overcharged amount. This approach seemed unprofessional and contrary to the standards of customer service I would expect from a reputable gym like Planet Fitness.I believe in the importance of open communication and transparency in customer service, and I hope that you can address these concerns promptly. I trust that you will take the necessary steps to rectify the billing issue and improve the overall customer experience at your facilities.

  Business response

  02/02/2024

  ************************* signed up on a Planet Fitness membership on 1/8/24 and paid $8.39 for the start-up fee and pro-rate. Attached is the signed membership agreement. A copy of this membership agreement was also emailed to ************************* on 1/8/24. The first month dues attempted to draft on 1/17/24 for $24.99; however, the payment did not go through. Attached is the invoice history. ************************* spoke with the Club Manager on 1/22/24 to express his dissatisfaction of being charged for his monthly dues on 1/17/24. Because ************************* expressed dissatisfaction with the membership so soon after signing up, an exception to the rule was made and the Club Manager was going to refund him his membership dues and cancel the membership. The Club Manager then found out that the 1/17/24 dues did not go through so he therefore was unable to process a refund. He then cancelled the membership. Attached are the notes on the account.

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 2nd, 2022 a letter of cancellation was dropped at the customer service desk of The ********************** Facility at ****************************** due to my relocation with my employer. It was for both my husband and I listed above. As your records will indicate, we have not used your facility since. However, suddenly our account started to be debited for our monthly membership again. I called the facility and was told by a male asst ******* too bad we cant find any such letter for you or YOUR HUSBAND (then he laughed) you need to pay 175 dollars and we will continue to debit your account, he then hung up on me and would not answer the phone when I called back. Per the agreement you are not able to continue to charge our account without our consent. I have called now 3 more times and once again our account was debited this last month. I have now closed the account and this is our final notice to you before engaging my companys corporate attorney to recover all fees incurred since January 2nd of last year. I wanted this to be an amicable situation but the lack of organization and professionalism has escalated the situation. Your inability to find a letter from me that I personally dropped off is an obvious ploy to keep charging customers after cancellation. I have contacted the attorney general and corporate Planet Fitness and was advised to send this letter certified and send copies to the ** and PF corporate office. I was told if you do not receive satisfaction after 7 days from the date of this letter to let them know. Desired refund is $250 and an apology **************************** ****************** ************

  Business response

  01/03/2023

  Hello,

  it appears the member stated a cancellation letter was mailed then stated it was dropped off, and we have no record of any cancellation letter being received either way. It was explained to the member that if they wished to cancel they would need to either mail or drop off a letter of cancellation as stated in the contract. if the minimum membership agreement term was not met they would also need to pay the buy out amount. Please note to date the member also has a current balance of $297.95. However, we will waive this balance and close the account but will be unable to issue any refunds.

   

  Customer response

  01/04/2023

   
  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 want proof in writing that my account has been closed No more debits will be taken from my account. And I will not have any negative remarks on my planet fitness record so that I may join another club. Once I receive that in writing, Ill consider case closed.. 

   

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

  Business response

  01/05/2023

  We can assure the member that the account has been closed with a $0 balance. There are no negative notes on the account and the client may join again at any location in the future.

   

• Initial Complaint

  05/12/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was charged for someone else's planet fitness membership fees . I was refunded for the fee amount but no compensation for the 90.00 in overdraft and NSF fees which I feel is unjust and unfair since this person fraudulently withdrew from my account for over a year . I'm a mother of 2 and one on the way every dollar counts including 90.00 that could benefit my kids .

  Business response

  06/07/2022

  Business Response /* (1000, 5, 2022/05/16) */ Hello, this person is not a member at any of out Planet Fitness locations.

• Initial Complaint

  04/14/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My membership is no longer active but yet they said they will keep billing my bank account until I pay the 110.00 balance. I do not have access but they keep charging a memebership fee when my membership is no longer active

  Business response

  05/06/2022

  Business Response /* (1000, 5, 2022/04/15) */ this is not a member of any of our Planet Fitness locations.

• Initial Complaint

  04/01/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The merchant charged me twice for the same reason - Annual gym fee (2). This was done fraudulently without my permission or knowledge and they have not issued my credit.

  Business response

  04/29/2022

  Business Response /* (1000, 5, 2022/04/06) */ this is not a member of one of our franchise locations.

• Initial Complaint

  03/29/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Planet Fitness charged both my bank and my credit card for the month of March. On March first, they charged my credit card twice because I was paying for my son and his regional center funded assistant. The charge was $15 twice. On March 17th, they charged my bank $10 twice for the same month of membership. In checking on this, I was told that I had asked for an upgraded membership through an on line transaction. This was not true. I never asked for an upgraded membership and had made no contact with Planet Fitness. I tried to resolve this with a manager but was told that they would not refund redundant payments because I didn't respond to text messages that were not received by me. This is simply electronic fraud. When I signed up, employees from Planet Fitness made it clear that they would only bill my bank account, but instead billed both my credit card and my bank. The manager was impossible to talk to and refused to take any corrective actions. I canceled my membership because I can't afford the increased cost of membership.

  Business response

  04/21/2022

  Business Response /* (1000, 5, 2022/03/30) */ Hello, We do not have anyone in our system by this name. Please verify first and last name along with Planet Fitness location.

• Initial Complaint

  03/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Been here almost a full year, now i live super far from this place I want to cancel my membership but they want you to show up in person to cancel membership, its a waste of time to show up in person when i can call you over the phone and talk to you like an adult and tell you i want to cancel my mebership, OR they want you to buy a letter and stamps and write them a cute letter telling them you want to cancel your membership

  Business response

  03/29/2022

  We show that the members cancellation request was processed effective 3/28/2022, with available services through 4/16/2022.
  

  Business response

  04/13/2022

  Business Response /* (1000, 5, 2022/03/29) */ We show that the members cancellation request was processed effective 3/28/2022, with available services through 4/16/2022.

  Business response

  02/05/2024

  Membership agreement (see attached) states the ways you can cancel your Planet Fitness membership. Member visited home club on 2/5/24 to cancel membership. Attached is the cancellation document. Membership is currently in pending cancel status.

*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. ↩