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Business Profile

Health Club

Planet Fitness

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Health Club.

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:03/14/2024

    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.
    I have had a membership with Planet Fitness for well over a year now, but for most of the time that I have been paying for it, I have not used it. I signed on in January of 2023, and was charged an annual fee of $49 on March 1st 2023. I then used my membership for a few months, the last time I checked into the gym was in May of 2023. When I realized I had been paying for a membership I wasn’t using, I called to cancel and was told I have to go in person to cancel. No big deal, that’s my fault. However, when I canceled on March 2nd of this year, one day after the $49 annual fee was taken from my account, I was told I was unable to get that fee back because it had “already been processed”. I’m not asking for the monthly fee back by any means, that was my fault, but I’m not just going to sit back and pay an annual fee for the upcoming year when my membership will no longer be active and I will no longer even have access to the gym. I was also told that the location itself is “unable to process refunds” and that they could give me a corporate phone number, but the phone number they gave me that was supposed to be corporate was a merchandise line.

    Business Response

    Date: 03/13/2024

    Based on the information provided, we are unable to locate an account in our system. Planet Fitness is franchised and we only have access to locations within our franchise. Can you please inform us which location this is in reference to so we can better assist?

    Customer Answer

    Date: 03/18/2024



    Complaint: ********



    I am rejecting this response because:

    I signed up for a planet fitness membership in January of 2023 and have not checked in since May 13th 2023. I had been paying the monthly fees each month because they told me I needed to come in person to cancel the membership. That’s fine, and i’m not complaining about that, but I did physically go in to cancel my membership on March 2nd, 2024. When my membership was canceled, I realized that an annual fee was charged from my account on March 1st, so naturally I asked for that back because I will no longer have access to the gym for the upcoming year and I don’t feel it’s right to pay an entire annual fee for the upcoming year that i will not even be able to access the gym. I was told in the gym that they could not process refunds in the gym, so i called corporate. Upon discussing this with the manager, who honestly was extremely unpleasant and argumentative, he informed me that corporate had left it up to club jurisdiction, meaning his decision, and he decided not to give me a refund. I don’t feel it’s right to charge me for an entire year of gym fees when I canceled a day in, and didn’t even use the gym for that day. I’d be happy to pay a prorate for a day, but it is not right to charge someone for an entire upcoming year of a service that will not be available to them

    Sincerely,



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

    Business Response

    Date: 03/18/2024

    Again, Ms. ******** has never been a member at our gym in Overland Park, KS. Each Planet Fitness is privately owned and operated.  Her issue is with the Olathe, KS location that is owned by another franchisee.  Contract states, Ms. ******** must cancel in person at her home gym only, which is the Olathe, KS location. This is what we expect from our members choosing to cancel.  Hope this provides a better explanation.

    Thank you. 

  • Initial Complaint

    Date:04/10/2023

    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 wanted to turn off auto-renew, but I couldn't, the option isn't available, they ask you to come in to turn if off. I asked, what's different about the process if I come in verse over the phone, there isn't one, that's just their policy. That works really well for them because of their other policies. If you cancel or ask to turn off auto-renew before the 12 months is up, you're charged $58.00 cancelation fee. What this means, you have to go in on the exact day of your one year anniversary to cancel or turn off auto-renew, otherwise if earlier you are charged $58.00, if late your in it for another year.

    Business Response

    Date: 04/14/2023

    Hello,  Our General Manager left a voicemail message for *** ******* regarding his complaint.  We believe *** ******* misunderstood the details of his contract.  In fact, after 12 months the contract will NOT be renewed into a new 12 month minimum term.  However, after 12 months have elapsed on the original contract, members are Free to cancel with NO fee at any time afterwards.  Hopefully, this clarifies it more for *** *******.

    Customer Answer

    Date: 04/21/2023

    [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 is satisfactory to me.


    Regards,

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

Planet Fitness is NOT a BBB Accredited Business.

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