Complaints

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.

• Initial Complaint

  Date:04/17/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 wanted to downgrade my account at first. They said I had to pay extra so I said ok. Just cancel it. They said I was on a contract so I would have to buy out the contract. My contract would have lasted a year since I was a member for a year. They said since I upgraded recently, it became a new contract. I said did not sign anything informing this and the man I was dealing with was nasty and rude named ***** and said that I must have but did not present any paperwork showing that I signed anything showing that I had a new contract. They just wanted me to pay some random amount of money to cancel even though my contract was up already. I have proof that I was going there for a year because of payments deducted for a year from my account. ****** nasty attitude caused me to have an attitude back demanding to speak to a manager. He even yelled and said the f word. I dont even speak that way to my husband. The nice young lady called the manager for me named **** that happened to be sick that day. There was no solution for me. I was not able to downgrade nor able to cancel my membership. All I got was attitude from hotheaded *****. The solution I want is to cancel my membership free of charge since I have been going there for a year. I did not sign anything to renew a contract, so this should not be a problem. I am including a picture of 15 transactions from planet fitness which proves that I have been going to planet fitness for over a year and a snap shot from their contract about cancellations which mentions nothing about having to pay a fee when cancelling.

  Customer Answer

  Date: 04/17/2024

  I want to add that when ***** had the manager on the phone, I was not allowed to speak to him. Him and his coworker took the phone to the back so that I wouldnt hear what they were saying to the manager. This is important to the situation, since I do not know if the manager was being lied to by the workers or if they were exaggerating the situation to their benefit. 

• Initial Complaint

  Date:03/25/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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've called and emailed to suspend my gym membership or delete my account, but the organization refuses to provide customer support via phone or email. They also give no options on the app or website to cancel or delete your account. I'd like my account closed and last three payments refunded.

• Initial Complaint

  Date:02/12/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Ive tried to cancel this membership a few times. I have sent in a letter as requested to cancel this but they are still billing me. I need this membership cancelled immediately.

  Customer Answer

  Date: 03/04/2024

  Planet fitness reached out and cancelled my membership. 

• Initial Complaint

  Date:01/29/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  ****************, *****************************************************************

  Customer Answer

  Date: 01/29/2024

  I don't know where to begin other than to start off by saying that I can SICK OF THE B**L$#!+ at this location!Someone messed with the water heater & caused me to cruelly take a cold shower. Because of my schedule I didn't have any other option but to struggle through it at this time today before continuing my day. I mentioned this to a staff member who indicated that he "reset" the water heater and "it'll be a while" before the water gets hot, which he indicated would be 10 minutes. You could tell by the tone of his voice that he was lying.I waited 20+ minutes & then took an uncomfortable cold shower that seemed to get colder, not warmer, as I progressed with my shower.This isn't the only cruel issues with these showers either. What I am about to mention will sound weird and f*cked up... BECAUSE IT IS! There have been numerous times I have taken a shower over the past few years & noticed that the water temperature would change to colder or hotter specifically depending on which part of my body I was washing or scrubbing. I've paid very close attention to this to make very sure that it's not my imagination running wild (my imagination isn't this SICK OR EVIL) & I am very certain that it isn't. It's almost as if someone is watching me taking a shower then changing the water temperature in a way so as to mimick touch to the skin as I wash down from one area or part of my body. It's very creepy, unnerving, disgusting, and infuriating. I've also had the hot water cut off on me multiple times while in the middle of a shower then suddenly cut back on after a few minutes. Let me make it clear that most of these times the other showers are empty or only one other one is in use when any of this happens & it is just not acceptable whatsoever!Other issues, especially last year and in 2022 involved the inappropriate allowance of letting female and trans female staff members constantly enter the men's bathroom and people living in the changing room for well over 1-2+ hours!

• Initial Complaint

  Date:07/30/2023

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  On Wed, Jul 26, 2023 at 6:08?PM *********************** <*****************> wrote:Planet Fitness ********* team,I am writing to request an exception to policy for canceling my attached contract for my Planet Fitness Black Card membership number **********. I joined your gym on 11/15/2020. Attached contract: TPD Planet Fitness, 17th monthly $24.10, $40.84 annual HI fee 01 JAN 21, $58 buyout fee I am an active duty military member who has been reassigned to *******************, ** (formerly *********). I am unable to visit your location in person or send a certified letter to cancel my membership because of the distance and the cost involved. As proof of my relocation, I have attached a copy of my TPD's PCS Orders C1-235-001, 23 AUG 21, MAJ *************************** to III Corps *********, ** from 25ID, **********************, 01 OCT 21 report date with 60-day early report -redacted. CC'd for verification is my work email address. I understand that your cancellation policy requires a 30-day notice and a buyout fee of $58 if I have a 12-month commitment membership, which began years ago on 15 NOV 20. However, I respectfully request that you waive these requirements and allow me to cancel my membership effective immediately without any additional charges. I have already paid an annual fee of $40.84 on 01/01/2023 and a monthly fee of $24.10 until 07/01/2023. I believe that I have fulfilled my obligations as a loyal and responsible member and that I would appreciate some flexibility and compassion in this situation.I appreciate your understanding and cooperation in this matter. Please confirm my cancellation request and provide me with a confirmation number and a receipt for any refunds or charges that *** apply. Thank you,*************************

  Customer Answer

  Date: 08/09/2023

  
  
  ---------- Forwarded message ---------
  From: *********************;<*****************>
  Date: Wed, Aug 9, 2023 at 4:49?PM
  Subject: Fwd: Cancel Planet Fitness, ********, **, 26 JUL 23, *************************
  To: <************************************************>
  Cc: ************************** P <**************************************************>, *********************** <*****************>
  
  
  Good afternoon,
  
  Did you receive our below five (5) emails, dated 07 AUG, 02 AUG, 30 JUL, 28 JUL, and 26 JUL email, going back over two (2) weeks ago?  
  
  We also submitted the below 30 JUL 23 Better Business Bureau (BBB) Complaint ID # ******** in order to resolve this matter.
  
  Thank you,
  
  ***** and ***********************
  
  
  
  
  
  TPD Planet Fitness, 17th monthly $24.10, $40.84 annual ** fee 01 JAN 21, $58 buyout fee
  
  
  ********************************************************************************
  
  Planet Fitness ******** ********* **,********************************************************************;
  ************** 
  ****************************************
  
  ---------- Forwarded message ---------
  From: *********************;<*****************>
  Date: Mon, Aug 7, 2023 at 1:29?PM
  Subject: Fwd: Cancel Planet Fitness, ********, **, 26 JUL 23, *************************
  To: <************************************************>
  Cc: ************************** P <**************************************************>, ************************** P <***********************************************>, *********************** <*****************>
  
  
  Good afternoon, 
  
  
  Did you receive our below four (4) emails, dated 02 AUG, 30 JUL, 28 JUL, and 26 JUL email, going back two (2) weeks ago?  
  
  
  We also submitted the below 30 JUL 23 Better Business Bureau (BBB) complaint in order to resolve this matter.
  
  
  Thank you, 
  
  
  ***** and ***********************
  
  
  
  
  Better Business Bureau (BBB) Complaint ID # ********
  
  
  
  Complaint Information
  - Complaint ID: ********
  - Date Filed: 7/30/2023
  - Complaint Type: Contract Issues
  - Filed with: BBB
  - Consumer Name: ***** and ***********************
  - Business Name: Planet Fitness
  - Desired Settlement: Billing Adjustment
  
  
  BBB Complaint Details
  I am an active duty military member who has been reassigned to *******************, **. I joined Planet Fitness on 11/15/2020 and have a Black Card membership number **********. I am unable to visit the location in person or send a certified letter to cancel my membership because of the distance and the cost involved. As proof of my relocation, I have attached a copy of my PCS orders.
  
  
  I respectfully request that you waive the 30-day notice and the $58 buyout fee for canceling my membership and allow me to do so effective immediately without any additional charges. I have already paid an annual fee of $40.84 on 01/01/2023 and a monthly fee of $24.10 until 07/01/2023. I appreciate your understanding and cooperation in this matter.
  
  
  Please confirm my cancellation request and provide me with a confirmation number and a receipt for any refunds or charges that *** apply. Thank you.
  
  
  Attachments
  - PCS orders 
  - Contract 
  
  
  PCS orders: 
  TPD's PCS Orders C1-235-001, 23 AUG 21, MAJ *************************** to III Corps *********, ** from 25ID, **********************, 01 OCT 21 report date with 60-day early report -redacted.pdf
  
  
  Contract: 
  TPD Planet Fitness, 17th monthly $24.10, $40.84 annual HI fee 01 JAN 21, $58 buyout fee.pdf
  
  ---------- Forwarded message ---------
  From: *********************;<*****************>
  Date: Wed, Aug 2, 2023 at 3:01?PM
  Subject: Fwd: Cancel Planet Fitness, ********, **, 26 JUL 23, *************************
  To: <************************************************>
  Cc: ************************** P <**************************************************>, ************************** P <***********************************************>, *********************** <*****************>
  
  
  Good afternoon, 
  
  
  Did you receive our below three (3) emails, dated 30 JUL, 28 JUL, and 26 JUL email, going back over one (1) week ago?  
  
  
  We also submitted the below 30 JUL 23 Better Business Bureau (BBB) complaint in order to resolve this matter.
  
  
  Thank you, 
  
  
  ***** and ***********************
  
  
  
  
  Better Business Bureau (BBB) Complaint ID # ********
  
  
  
  Complaint Information
  - Complaint ID: ********
  - Date Filed: 7/30/2023
  - Complaint Type: Contract Issues
  - Filed with: BBB
  - Consumer Name: ***** and ***********************
  - Business Name: Planet Fitness
  - Desired Settlement: Billing Adjustment
  
  
  BBB Complaint Details
  I am an active duty military member who has been reassigned to *******************, **. I joined Planet Fitness on 11/15/2020 and have a Black Card membership number **********. I am unable to visit the location in person or send a certified letter to cancel my membership because of the distance and the cost involved. As proof of my relocation, I have attached a copy of my PCS orders.
  
  
  I respectfully request that you waive the 30-day notice and the $58 buyout fee for canceling my membership and allow me to do so effective immediately without any additional charges. I have already paid an annual fee of $40.84 on 01/01/2023 and a monthly fee of $24.10 until 07/01/2023. I appreciate your understanding and cooperation in this matter.
  
  
  Please confirm my cancellation request and provide me with a confirmation number and a receipt for any refunds or charges that *** apply. Thank you.
  
  
  Attachments
  - PCS orders 
  - Contract 
  
  
  PCS orders: 
  TPD's PCS Orders C1-235-001, 23 AUG 21, MAJ *************************** to III Corps *********, ** from 25ID, **********************, 01 OCT 21 report date with 60-day early report -redacted.pdf
  
  
  Contract: 
  TPD Planet Fitness, 17th monthly $24.10, $40.84 annual HI fee 01 JAN 21, $58 buyout fee.pdf
  
  
  
  ---------- Forwarded message ---------
  From: *********************;<*****************>
  Date: Sun, Jul 30, 2023 at 21:08
  Subject: Fwd: Cancel Planet Fitness, ********, **, 26 JUL 23, *************************
  To: <************************************************>
  CC: ************************** P <**************************************************>, ************************** P <***********************************************>, *********************** <*****************>
  
  
  Aloha, 
  
  
  Did you receive our below two (2) emails, dated 28 JUL and 26 JUL email, last week?  
  
  
  Mahalo, 
  
  
  ***** and ***********************
  
  ---------- Forwarded message ---------
  From: *********************;<*****************>
  Date: Fri, Jul 28, 2023 at 1:53 PM
  Subject: Re: Cancel Planet Fitness, ********, **, 26 JUL 23, *************************
  To: <************************************************>
  CC: ************************** P <***********************************************>, ************************** P <**************************************************>, *********************** <******************>
  
  
  Aloha, 
  
  
  Did you receive our below 26 JUL email, two (2) days ago?  
  
  
  ******, 
  
  
  **** and *************************
  On Wed, Jul 26, 2023 at 6:08?PM *********************** <*****************> wrote:
  
  Planet Fitness ********* team,
  
  I am writing to request an exception to policy for canceling my attached contract for my Planet Fitness Black Card membership number **********. I joined your gym on 11/15/2020.  
  
  
  Attached contract: TPD Planet Fitness, 17th monthly $24.10, $40.84 annual HI fee 01 JAN 21, $58 buyout fee
  
  I am an active duty military member who has been reassigned to *******************, ** (formerly *********). I am unable to visit your location in person or send a certified letter to cancel my membership because of the distance and the cost involved. As proof of my relocation, I have attached a copy of my TPD's PCS Orders C1-235-001, 23 AUG 21, MAJ *************************** to III Corps *********, ** from 25ID, **********************, 01 OCT 21 report date with 60-day early report -redacted.  
  
  
  CC'd for verification is my work email address.  
  
  I understand that your cancellation policy requires a 30-day notice and a buyout fee of $58 if I have a 12-month commitment membership, which began years ago on 15 NOV 20. However, I respectfully request that you waive these requirements and allow me to cancel my membership effective immediately without any additional charges. I have already paid an annual fee of $40.84 on 01/01/2023 and a monthly fee of $24.10 until 07/01/2023. I believe that I have fulfilled my obligations as a loyal and responsible member and that I would appreciate some flexibility and compassion in this situation.
  
  I appreciate your understanding and cooperation in this matter. Please confirm my cancellation request and provide me with a confirmation number and a receipt for any refunds or charges that *** apply. 
  
  Thank you,
  
  *************************

  Customer Answer

  Date: 08/17/2023

  Good morning, BBB team, 
  
  Since 26 JUL, over three (3) weeks ago, we have been waiting on a response from Planet Fitness about our cancellation notice.  Is it customary for them to take this long to respond?
  
  We sent Planet Fitness, ************************************************, the below six (6) emails, dated 09 AUG, 07 AUG, 02 AUG, 30 JUL, 28 JUL, and 26 JUL email.    
  
  We also submitted the below 30 JUL 23 Better Business Bureau (BBB) Complaint ID # ******** in order to resolve this matter.  
  
  
  Additionally, we opened a second BBB complaint # ******** with the Planet Fitness corporate headquarters, which BBB ************* combined into our original 30 JUL 23 BBB complaint ********.  
  
  The following location has been completely and dishonorably unresponsive:
  
  Planet Fitness ******** ********* **,***************************************************************
  **************
  ****************************************
  
  Thank you,
  
  ***** and *********************;

   

  ---------- Forwarded message ---------
  From: *****************;<*********************************>
  Date: Tue, Aug 15, 2023 at 9:41?AM
  Subject: Re: Your BBB Complaint
  To: *********************** <*****************>
  
  
  Hi ****,
  
  
  Per BBB Policy, we are only able to note your feedback in our internal reports on PF Headquarters should a situation ever arise where we work with them to resolve underlying complaint issues. 
  
  
  I apologize as I cannot complete your request, but I appreciate your feedback and thank you for using BBB services. 
  
  
  Have a great day,
  ***************
  
  Communications Coordinator
  BBB Serving *************
  ***********************
  BBB.org
  
  
  
  
  From: *********************** <*****************>
  Sent: Monday, August 14, 2023 3:40 PM
  To: *************** <*************************************>
  Cc: *********************** <*****************>
  Subject: Re: Your BBB Complaint
  
  Abby, 
  
  
  We appreciate the explanation.  
  
  
  What we dont understand is how an enormous franchise like Planet Fitness can ***** responsibility for the egregious neglect by a subordinate facility, which hasnt and apparently wont respond to inquiries.
  
  
  Weve never seen a corporate headquarters act so callously.  *********** operations and oversight feel like a runaway train with the conductor asleep at the wheel.  
  
  
  Will you please pass this message on to the corporate headquarters?
  
  
  Thank you, 
  
  
  **** and ***********************;
  
  
  
  On Mon, Aug 14, 2023 at 14:33 *************** <*************************************> wrote:
  
  Good afternoon!
  
  
  Thanks for reaching out regarding your complaint against Planet Fitness.  Although Planet Fitness is headquartered here in **, they only own and oversee select clubs across the ** and ******.   BBB Serving ************* only processes complaints made against the select clubs that PF Headquarters owns which is why your complaint was transferred to another BBB in your service area.  I understand that this *** not be the news you were hoping for, but I do hope you find this information helpful and that you are able to find resolution through BBB Great West + Pacific.
  
  
  Please let me know if you have any other questions.
  
  
  Best,
  ***************
  
  Communications Coordinator
  BBB Serving *************
  ***********************
  
  BBB.org
  ---------- Forwarded message ---------
  From: *********************** <*****************>
  Date: Fri, Aug 11, 2023 at 3:59?PM
  Subject: Fwd: BBB Complaint # ********: Cancel Planet Fitness, ********, **, 26 JUL 23, *************************
  To: *********************** <*****************>
  
  
  Sent: 8/11/2023 1:39:44 PM
  From:
  BBB Great West + Pacific
  To:
  **** and *************************
  Subject:
  Message from the BBB in regards to your complaint
  **** And *************************
  *******************************
  **************, **, 76548
  
  Dear **** And *************************:
  
  This message is in regard to your complaint submitted on 8/11/2023 against Planet Fitness.  Your complaint was assigned ID ********.
  
  BBB is here to support and help both consumers and businesses.
  
  Your case has been reviewed; however, BBB is unable to process this complaint as it has already asked the business to address these issues in a previous case filed by you.
  
  It is BBB's policy to evaluate each complaint on its own merits. To sustain accurate reporting to the public, BBB cannot accept multiple complaints filed by the same person against the same business regarding the same issues. BBB has added the information provided in this case to your original complaint, and this case will be closed as a duplicate.
  
  If there are any questions regarding BBB's complaint acceptance guidelines, please visit bbb.org or call the office at **************.
  
  Sincerely,
  
  ****** R
  Resolutions Consultant
  
  
  ---------- Forwarded message ---------
  From: Better Business Bureau <*****************************************>
  Date: Fri, Aug 11, 2023 at 12:40?PM
  Subject: You have a new message from the BBB
  To: <*****************>
  
  
    Better Business Bureau BBB PROVIDES A SERVICE THAT MARKETS
   TRUST IN YOUR BUSINESS & BRAND Company: Planet Fitness
  Consumer: ************************ and *****
  
  This e-mail is to notify you that you currently have a new message with BBB in regards to complaint #********.
  
  Please click on the link below to access BBB's *************************** System to read this message.
  
  Go to: ***************************************************
  Enter Code: 57261012-DD0C5
   
  This is a post-only mailing. Replies to this message are not monitored or answered. If you have any further questions or concerns, please do not hesitate to contact us at ***************************************** or ************.
  
  Thank you. Please be sure to monitor your spam/junk/promotional folders for any future communications from BBB. BBB PROVIDES A SERVICE THAT MARKETS TRUST IN YOUR BUSINESS & BRAND Don't wish to be contacted by BBB? Click here to unsubscribe. This message and all attachments sent by BBB is a private communication, and it *** contain confidential and/or privileged information. Any disclosure, copying distribution or use of the information contained in or attached to this message is strictly prohibited. If you have received this message by mistake, please notify the sender by reply email and then delete the message from your system without printing, copying or forwarding it. Thank you.                                                                                                                                                                                                            
  ---------- Forwarded message ---------
  From: *********************** <*****************>
  Date: Fri, Aug 11, 2023 at 3:57?PM
  Subject: BBB Complaint # ********: Cancel Planet Fitness, ********, **, 26 JUL 23, *************************
  To: <*********************************>
  Cc: *********************** <*****************>
  
  
  Good afternoon, 
  
  
  It's my understanding that Planet Fitness' corporate headquarters is in *************.  Will you please process BBB Complaint # ******** in both ************* and *****?  
  
  
  Thank you, 
  
  
  ***********************
  
  
  
  ---------- Forwarded message ---------
  From: <*********************************>
  Date: Fri, Aug 11, 2023 at 12:20?PM
  Subject: Complaint Transfer for Complaint Number:********
  To: <*****************>
  
  
  **** And *************************
  *******************************
  **************, **, 76548
  
  
  Dear **** And *************************:
  
  Thank you for contacting our office regarding your experience. The information you provided involves a company or organization located outside the area served by your BBB Serving *************.  It is important for each Better Business Bureau (BBB) office to be able to process, track and report complaints regarding businesses located within its own service area. Therefore, your experience has been forwarded to the BBB office listed below for processing. 
  
  BBB Great West + Pacific
  ************************************************************************
  *****************************************
  **************
  
  
  Please contact the above mentioned BBB if you need to communicate about your complaint.
  
  Thank you again for using BBB services.
  ---------- Forwarded message ---------
  From: *********************** <*****************>
  Date: Wed, Aug 9, 2023 at 5:21?PM
  Subject: Fwd: Cancel Planet Fitness, ********, **, 26 JUL 23, *************************
  To: *********************** <*****************>, ************************** P <**************************************************>
  
  
  BBB complaint, 09 AUG 23, Planet Fitness HQ, *******, **, *************************
  Planet Fitness (Headquarters)
  ******************************************************-1704
  *******************************************************************************************************************************************************************
  **************
  
  
  
  Good afternoon,
  
  Did you receive our below five (5) emails, dated 07 AUG, 02 AUG, 30 JUL, 28 JUL, and 26 JUL email, going back over two (2) weeks ago?  
  
  We also submitted the below 30 JUL 23 Better Business Bureau (BBB) Complaint ID # ******** in order to resolve this matter.  
  
  I am an active duty military member who has been reassigned to *******************, **.  I joined Planet Fitness on 11/15/2020 and have a Black Card membership number **********. I am unable to visit the location in person or send a certified letter to cancel my membership because of the distance and the cost involved. As proof of my relocation, I have attached a copy of my PCS orders.
  
  Please confirm my cancellation request and provide me with a confirmation number and a receipt for any refunds or charges that *** apply. Thank you.  
  
  The following location has been completely unresponsive:
  
  Planet Fitness ******** ********* **,***************************************************************
  **************
  ****************************************
  
  We will be disputing all credit card charges after 26 JUL 23.  
  
  I understand that your cancellation policy requires a 30-day notice and a buyout fee of $58 if I have a 12-month commitment membership, which began years ago on 15 NOV 20. I have already paid an annual fee of $40.84 on 01/01/2023 and a monthly fee of $24.10 until 07/01/2023. I believe that I have fulfilled my obligations as a loyal and responsible member and that I would appreciate some flexibility and compassion in this situation.
  
  Thank you,
  
  ***** and ***********************
  
  
  
  ---------- Forwarded message ---------
  From: <**********************************>
  Date: Wed, Aug 9, 2023 at 5:19?PM
  Subject: Thank you. We've received your complaint.
  To: <*****************>
  
  
  
  Better Business Bureau 
  &nbsp;
  Subject: Thank you. We've received your complaint.
  Thank you for filing a complaint with the Better Business Bureau.
  You will be contacted by BBB soon with your official complaint case number.
  Feedback from consumers is vital to BBB. We appreciate your willingness to report this information to us. We look forward to helping you and the business work toward a resolution.
  What happens next?
  BBB will forward your complaint to the business for their response.
  We have asked the business to reply promptly, but some disputes *** take longer than others to conclude. Please be patient to ensure that your concerns are addressed. Once a response is received from the business, normally within 14 days, we will notify you via email and ask for your feedback.
  What if I do not agree with the response from the business?
  It is important for both parties to maintain realistic expectations and respond in a professional and courteous manner. Our goal is for you and the business to be able to work towards an amicable solution. Should this prove difficult, we *** offer you and the business the opportunity to participate in mediation or binding arbitration.
  What happens if a business does not respond?
  BBB will make every effort to obtain a response from the business, but some businesses simply choose not to respond. BBB is not an enforcement agency, so we cannot force a business to respond. However, failure to do so *** reflect on the business's BBB rating, which will be provided for future consumers. The text of your complaint *** also appear on their BBB Business Profile.
  If you have any questions, please contact us at: *********************************
  Important: Please do not respond directly to this email, as this email address is unmonitored. To reply, contact your local BBB at *********************************.
  Notices:
  Your complaint cannot be changed, edited or deleted once it has been submitted.
  An exact copy of your complaint will be sent to the business.
  Once a complaint has been closed, the text of the complaint *** be posted on the Better Business Bureau's website. Please do not include any personally identifiable information. By submitting your complaint, you are representing that it is a truthful account of your experience with the business. BBB *** edit your complaint to remove any personally identifiable information and/or inappropriate language, but ultimately it is your responsibility to remove this information.
  BBB *** post complaint/response text for all reportable complaints against a business on BBB's website.
   
  Need Help? Contact BBB
  
  
  ---------- Forwarded message ---------
  From: *********************** <*****************>
  Date: Wed, Aug 9, 2023 at 4:49?PM
  Subject: Fwd: Cancel Planet Fitness, ********, **, 26 JUL 23, *************************
  To: <************************************************>
  Cc: ************************** P <**************************************************>, *********************** <*****************>
  
  
  Good afternoon,
  
  Did you receive our below five (5) emails, dated 07 AUG, 02 AUG, 30 JUL, 28 JUL, and 26 JUL email, going back over two (2) weeks ago?  
  
  We also submitted the below 30 JUL 23 Better Business Bureau (BBB) Complaint ID # ******** in order to resolve this matter.
  
  Thank you,
  
  ***** and ***********************
  
  
  
  
  
  TPD Planet Fitness, 17th monthly $24.10, $40.84 annual ** fee 01 JAN 21, $58 buyout fee
  
  
  ********************************************************************************
  
  Planet Fitness ******** ********* **,********************************************************************;
  ************** 
  ****************************************
  
  ---------- Forwarded message ---------
  From: *********************** <*****************>
  Date: Mon, Aug 7, 2023 at 1:29?PM
  Subject: Fwd: Cancel Planet Fitness, ********, **, 26 JUL 23, *************************
  To: <************************************************>
  Cc: ************************** P <**************************************************>, ************************** P <***********************************************>, *********************** <*****************>
  
  
  Good afternoon, 
  
  
  Did you receive our below four (4) emails, dated 02 AUG, 30 JUL, 28 JUL, and 26 JUL email, going back two (2) weeks ago?  
  
  
  We also submitted the below 30 JUL 23 Better Business Bureau (BBB) complaint in order to resolve this matter.
  
  
  Thank you, 
  
  
  ***** and ***********************
  
  
  
  
  Better Business Bureau (BBB) Complaint ID # ********
  
  
  
  Complaint Information
  - Complaint ID: ********
  - Date Filed: 7/30/2023
  - Complaint Type: Contract Issues
  - Filed with: BBB
  - Consumer Name: ***** and ***********************
  - Business Name: Planet Fitness
  - Desired Settlement: Billing Adjustment
  
  
  BBB Complaint Details
  I am an active duty military member who has been reassigned to *******************, **. I joined Planet Fitness on 11/15/2020 and have a Black Card membership number **********. I am unable to visit the location in person or send a certified letter to cancel my membership because of the distance and the cost involved. As proof of my relocation, I have attached a copy of my PCS orders.
  
  
  I respectfully request that you waive the 30-day notice and the $58 buyout fee for canceling my membership and allow me to do so effective immediately without any additional charges. I have already paid an annual fee of $40.84 on 01/01/2023 and a monthly fee of $24.10 until 07/01/2023. I appreciate your understanding and cooperation in this matter.
  
  
  Please confirm my cancellation request and provide me with a confirmation number and a receipt for any refunds or charges that *** apply. Thank you.
  
  
  Attachments
  - PCS orders 
  - Contract 
  
  
  PCS orders: 
  TPD's PCS Orders C1-235-001, 23 AUG 21, MAJ *************************** to III Corps *********, ** from 25ID, **********************, 01 OCT 21 report date with 60-day early report -redacted.pdf
  
  
  Contract: 
  TPD Planet Fitness, 17th monthly $24.10, $40.84 annual HI fee 01 JAN 21, $58 buyout fee.pdf
  
  ---------- Forwarded message ---------
  From: *********************** <*****************>
  Date: Wed, Aug 2, 2023 at 3:01?PM
  Subject: Fwd: Cancel Planet Fitness, ********, **, 26 JUL 23, *************************
  To: <************************************************>
  Cc: ************************** P <**************************************************>, ************************** P <***********************************************>, *********************** <*****************>
  
  
  Good afternoon, 
  
  
  Did you receive our below three (3) emails, dated 30 JUL, 28 JUL, and 26 JUL email, going back over one (1) week ago?  
  
  
  We also submitted the below 30 JUL 23 Better Business Bureau (BBB) complaint in order to resolve this matter.
  
  
  Thank you, 
  
  
  ***** and ***********************
  
  
  
  
  Better Business Bureau (BBB) Complaint ID # ********
  
  
  
  Complaint Information
  - Complaint ID: ********
  - Date Filed: 7/30/2023
  - Complaint Type: Contract Issues
  - Filed with: BBB
  - Consumer Name: ***** and ***********************
  - Business Name: Planet Fitness
  - Desired Settlement: Billing Adjustment
  
  
  BBB Complaint Details
  I am an active duty military member who has been reassigned to *******************, **. I joined Planet Fitness on 11/15/2020 and have a Black Card membership number **********. I am unable to visit the location in person or send a certified letter to cancel my membership because of the distance and the cost involved. As proof of my relocation, I have attached a copy of my PCS orders.
  
  
  I respectfully request that you waive the 30-day notice and the $58 buyout fee for canceling my membership and allow me to do so effective immediately without any additional charges. I have already paid an annual fee of $40.84 on 01/01/2023 and a monthly fee of $24.10 until 07/01/2023. I appreciate your understanding and cooperation in this matter.
  
  
  Please confirm my cancellation request and provide me with a confirmation number and a receipt for any refunds or charges that *** apply. Thank you.
  
  
  Attachments
  - PCS orders 
  - Contract 
  
  
  PCS orders: 
  TPD's PCS Orders C1-235-001, 23 AUG 21, MAJ *************************** to III Corps *********, ** from 25ID, **********************, 01 OCT 21 report date with 60-day early report -redacted.pdf
  
  
  Contract: 
  TPD Planet Fitness, 17th monthly $24.10, $40.84 annual HI fee 01 JAN 21, $58 buyout fee.pdf
  
  
  
  ---------- Forwarded message ---------
  From: *********************** <*****************>
  Date: Sun, Jul 30, 2023 at 21:08
  Subject: Fwd: Cancel Planet Fitness, ********, **, 26 JUL 23, *************************
  To: <************************************************>
  CC: ************************** P <**************************************************>, ************************** P <***********************************************>, *********************** <*****************>
  
  
  Aloha, 
  
  
  Did you receive our below two (2) emails, dated 28 JUL and 26 JUL email, last week?  
  
  
  Mahalo, 
  
  
  ***** and ***********************
  
  ---------- Forwarded message ---------
  From: *********************** <*****************>
  Date: Fri, Jul 28, 2023 at 1:53 PM
  Subject: Re: Cancel Planet Fitness, ********, **, 26 JUL 23, *************************
  To: <************************************************>
  CC: ************************** P <***********************************************>, ************************** P <**************************************************>, *********************** <******************>
  
  
  Aloha, 
  
  
  Did you receive our below 26 JUL email, two (2) days ago?  
  
  
  ******, 
  
  
  **** and *************************
  On Wed, Jul 26, 2023 at 6:08?PM *********************** <*****************> wrote:
  
  Planet Fitness ********* team,
  
  I am writing to request an exception to policy for canceling my attached contract for my Planet Fitness Black Card membership number **********. I joined your gym on 11/15/2020.  
  
  
  Attached contract: TPD Planet Fitness, 17th monthly $24.10, $40.84 annual HI fee 01 JAN 21, $58 buyout fee
  
  I am an active duty military member who has been reassigned to *******************, ** (formerly *********). I am unable to visit your location in person or send a certified letter to cancel my membership because of the distance and the cost involved. As proof of my relocation, I have attached a copy of my TPD's PCS Orders C1-235-001, 23 AUG 21, MAJ *************************** to III Corps *********, ** from 25ID, **********************, 01 OCT 21 report date with 60-day early report -redacted.  
  
  
  CC'd for verification is my work email address.  
  
  I understand that your cancellation policy requires a 30-day notice and a buyout fee of $58 if I have a 12-month commitment membership, which began years ago on 15 NOV 20. However, I respectfully request that you waive these requirements and allow me to cancel my membership effective immediately without any additional charges. I have already paid an annual fee of $40.84 on 01/01/2023 and a monthly fee of $24.10 until 07/01/2023. I believe that I have fulfilled my obligations as a loyal and responsible member and that I would appreciate some flexibility and compassion in this situation.
  
  I appreciate your understanding and cooperation in this matter. Please confirm my cancellation request and provide me with a confirmation number and a receipt for any refunds or charges that *** apply. 
  
  Thank you,
  
  *************************

• Initial Complaint

  Date:07/29/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 tried to cancel this account for over a year with no success. I have called multiple times. Was told to mail a letter to cancel since I moved from ******. Have sent a total of 4 letters with no success.

• Initial Complaint

  Date:01/05/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 2019, Planet Fitness held a promotion for membership costs. It would be $10 for the first month and then $21 every month after that for a year. I opened two accounts, one for my wife and one for my daughter who at the time was 16 years old. After a few months, we went in to cancel the memberships but we were told that we would have to pay for the remaining year. Rather than doing that, we decided to just let the membership expire and not renew at the end of the year. In 2021, when applying for a loan I was asked to bring in a copy of my bank statement. It was then I noticed that Planet Fitness had continued to withdraw the monthly amount for the 2 memberships even though I had not renewed the membership. No document was sent to me to inform me that this would happen. I have made several attempts both in person, via phone and email to get this issue resolved and was informed each time that I would need to sign a document. The document basically has me agreeing to the membership for the past few years even though I had not renewed it nor did I use their facility. I want a full reimbursement for the entire time (past and present) they continue to withdraw from my bank account.