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Business Profile

Exercise Programs

Planet Fitness

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Exercise Programs.

Complaints

Customer Complaints Summary

  • 4 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:03/21/2024

    Type:Billing Issues
    Status:
    Resolved
    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 signed up on January 16th and was told the membership fee was three months after signing up and researched online (The $49 debit to your account is for your yearly enhancement fee. This fee is normally billed approximately three months after your join date if you pay monthly. Canceled via mail written letter and sent out February 22nd in the mail and they received it March first and I also was charged March 1st for annual fee. Can you please refund my account as paid on- 01/16/24 $4.11 and $1.00, then on 01/17/24 $25.29, then on 02/20/24 $25.29, then 03/01/24 $49.00. Then I did email the local club no response, so I called, and she said it is taken out 8 weeks after sign up, well that is only 6.5 weeks it was taken out early. Please refund the 49.00 as it was taken to soon. Hermitage PA is my local office. It also states would still have access until next month after cancelation and that is not true as well and my local club access was cut off. That is a total of 104.69 for 46 days. I am asking for refund of the membership fee 49 as had to cancel.

    Business Response

    Date: 03/21/2024

    Good Afternoon

    Thank you for forwarding this along. This response refers to complaint ID: ********. We have already spoken with this member to address the mentioned complaint and we were able to agree on a resolution. 

    Customer Answer

    Date: 03/25/2024

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

    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. 

    Regards,

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

  • Initial Complaint

    Date:03/15/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    In January, I was threatened by another person at planet fitness. I immediately alerted the front desk and manager of the situation. The manager of the club (Angela) went in to the locker room to speak with the person. The person admitted to Angela that they had threatened me. Before I left I ensured with the staff that this person would be banned from the club. If they had said no, I would have called the police and filed a report, but since they said the other person would be banned I let it go. A month later the same person walks into the club. I go to the front desk and the person working calls Angela who let them know that she did NOT ban them. I filled out the member survey to get in contact with someone higher than Angela and Ryan M****** contacted me. Ryan will also not do anything to ensure the safety of the members of the club because the other person “hasn't provided a statement” and there “isn't evidence” even though the manager directly spoke to the person who threatened me. The Planet Fitness Anti Harassment policy clearly states that this should not be tolerated and action needs to be taken.

    Business Response

    Date: 03/18/2024

    Thank you for passing this along. We have already spoken with the individual regarding the outcome of this situation. We take all safety concerns very seriously. We conducted an investigation into this situation and have been unable to reach the other party involved.  With the information we currently have, we cannot confirm there was a policy violation that warranted a membership termination. We are actively monitoring this situation carefully.

    Customer Answer

    Date: 03/18/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    The manager was on site during the incident and witnessed it. Angela is choosing to not make a statement to be difficult because of me specifically.

    Regards,

    ****** *****

  • Initial Complaint

    Date:01/17/2024

    Type:Billing Issues
    Status:
    Resolved
    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.
    It’s impossible to cancel this membership. I do not leave near the home gym and no longer even travel to that area. I believed this membership was cancelled years ago and now have noticed my bank account being deducted monthly.

    Business Response

    Date: 01/18/2024

    Thank you for passing this along to us. After reaching out to this member, we were able to explain and complete the proper processes for cancelling her membership and we resolved the issues brought forth in this complaint. 

    Customer Answer

    Date: 01/18/2024



    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. 

    Regards,

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

  • Initial Complaint

    Date:01/05/2023

    Type:Billing Issues
    Status:
    Answered
    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.
    In April of 2022 I stopped at PF to cancel my husbands membership (solely my bank account on file). I was told I could not cancel his membership, he would have to do it. So, my husband called at the end of April and was told that he could not cancel over the phone, had to sign documents in person. We finally made our way to Hermitage, PA on July 31st. My husband signed needed paperwork and we were told the account was cancelled. November 12th I noticed we were still being billed for this membership. I called that day and asked to cancel Immediately and also asked for a manager, was told a manager would not be back until Monday but would call me. Was also informed that nothing could be done without a manager. I never received a call. I followed up again at the end of the week but again, no manager was available. I was told that no manager would be there until the following week. I again left my name, number, and a message but never received a call. However, that day the employee (non manager) cancelled my account for me. I never received a call back from anyone. My account was not officially cancelled until December 16th and when I called to confirm this I was again told there was no manager on site. I informed them in November I wanted the cameras reviewed on the day my husband physically came in and signed paperwork for proof. Where was the paperwork ? Why were they able to cancel over the phone in November and not in April? I feel like management is avoiding the situation.

    Business Response

    Date: 02/03/2023

    Good Afternoon,

    This response is in regard to Complaint ID ********. We have investigated this case and found no record of cancellation on file for this member prior to the courtesy cancellation mentioned from November. We also had our management team reach out to this individual and explained that the billing information on file in our system for her husband was not in her name. For security reasons, this is why we were unable to cancel the membership in April when this individual first attempted.  This situation has been resolved.

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