We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Exercise and Wellness

Planet Fitness

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Exercise and Wellness.

Complaints

Customer Complaints Summary

  • 1 complaint 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:11/29/2022

    Type:Order 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 have not been able to use my membership at all due to illness. I have repeatedly asked them to cancel my membership. Not only was I ignored but I am still being charged. I have never even stepped foot in their gym. I should not have to continue paying for a membership I can't use. I want my membership canceled and my money refunded.

    Business Response

    Date: 12/08/2022

    I am responding to the complaint from Amy ********. I wanted to let you know that after doing research, there were no notes in her active membership, no phone calls to the club from the provided number and no emails sent from the provided email address. I tried reaching out to Ms. ******** by phone and email and have not heard any response for the past few days. I went ahead and cancelled this membership, and Ms. ******** will receive no further charges. Thank you for your help.

    Sincerely, 

    *** ****** | Club Manager

    PF Marietta, OH
    ** ***** ********

    Business Response

    Date: 12/08/2022

    Per that email, to cancel a membership you must contact your home club. The email address shown in the attachment is not affiliated with our club, just an automated response from a corporate email address. I have been in touch with our billing department and effective today, the membership is cancelled, and no further charges are scheduled. A refund of $264.40 has been initiated and will be returned to the bank account on file within 7 to 10 business days. Thank you. 

    Customer Answer

    Date: 12/09/2022

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

    Regards,

    *** ********

Planet Fitness is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.