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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

  • 2 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:06/02/2023

    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.
    Joined 4-5-23, had to freeze membership due to surgery. Was charged Month of May before I returned from freeze. I cancelled membership May 31st via email like I was advised. Next day I was told to come in to facility to cancel. They refused to cancel $49 yearly fee on June 1st. I have only checked into gym 2 times.

    Business Response

    Date: 06/07/2023

    Prior to receiving this letter, we had already submitted a refund request for *** ******'s account.  We are waiting for the company who handles our drafts (ABC Fitness) to return the funds to her account.  

    We froze her account due to her surgery, however, she did not know the length of time she would be out.  When she chose to freeze for only one month, she was advised to call in and extend the membership freeze if it was necessary.  She never called back and therefore was charged the normal billing dues.  These included a $10 monthly fee and a $49 annual fee which have been refunded.  If any further information is necessary, please reach out to us directly.

    Customer Answer

    Date: 06/14/2023

    I am sorry to report this late, the issue was resolved promptly by Planet Fitness. Thank you!

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