ComplaintsforPlanet Fitness

• Initial Complaint

  05/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I signed up for a membership with Planet Fitness Marginal Way, Portland, ME on 9/24/2021. On 1/18/2023, I visited that gym location to cancel the membership. I received written cancellation notice via email from the company, which I have attached below. Since then, I have continued to be charged monthly (plus annual fees which are greater than the $10/month fee). In January 2024, I visited that gym location once more in person to attempt to cancel my membership again. Employees ******************************* and ***************************** have both assured me that my membership was cancelled; however, I have continued to be charged $10-20/month in club fees as recently as 4/25/2024 as shown in the screenshot of my bank transactions. I am requesting a FULL refund of $189.00 as I have gone above and beyond to cancel a membership, yet the company has continued to bill my account.

  Business response

  05/02/2024

  *******,

  I am sorry for the issues you have had with billing. It appears that there was a $10 per month account was not canceled. We will refund you all charges accrued since the date of your initial cancellation.

  The bank statement that you sent show some negative amounts and two positive amounts which appear to be credits. Could you please let me know if the $20 and the $39 are credits. I just want to be sure that we are on the same page.

  Let me know and I will get this fast tracked.

  *******************************, Special Projects Manager. 

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

• Initial Complaint

  04/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Dear Planet Fitness, I am absolutely appalled by your unethical and deceptive practices and I can't believe that a Class Action Lawsuit hasn't been filed against you. I've had a Planet Fitness Membership off and on going back to 2000 even though I get crushed by fees every time.In this day and age everyone is able to cancel a membership easily but not with Planet Fitness. With Planet Fitness you have to mail a letter in or go in person to do so but you can sign up and give them money with the snap of the finger. There is only one reason why you don't allow members to cancel online and it's to increase revenue at the expense of your members. It's unconscionable that you have a policy to trap members and to continuously charge them when you are well aware that they would have already canceled.To make matters worse you also have a policy of only accepting payments through an EFT transfer for your members convenience.. lol Do you really think any judge would buy such a bold face lie. How is it convenient for your members to get charge overdraft fees over and over and over again? How is convenient to continuously charge members who don't use your services but continue to be charged and hit with countless fees because they can't go online and cancel. You claim it's convenient because members done have to deal with the hassle of updated cards but that's such a cop out. People change cards all the time and sometimes they do so in order to stop all the monthly subscriptions they have signed up for. Regardless, it's a norm for this to transpire but if your policy allowed it then you wouldn't be able to continuously charge members so instead you claim it's to make your members experience more convenient which is simply laughable! Can you please cancel my Membership now and I'll be sending a demand letter asking to be compensated for all the fraudulent charges I paid over the years.Member #*********

  Business response

  05/07/2024

  Both ******************** account and the one established for his minor son have been canceled due to repeated attempts to collect dues for membership.
  
  At no time did we receive notice to cancel his account or his sons account by using the methods outlined in our member agreement. Those methods are sending a certified letter to his home club or canceling in person at his home club.

   

   

• Initial Complaint

  04/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been attempting for 2 months to cancel my membership at Planet Fitness ********************************************** *****-2305 and get a refund. I was overcharged. I am getting an absurd and unprofessional runaround by Planet Fitness employees and Regional Manager *************************. The people I have spoken with on the phone and in person, including manager ***** at Planet Fitness ***********************************************, ME ***** regarding this ongoing issue have been unbelievably uninformed, incompetent, rude and unprofessional. I purchased a membership on 02/20/2024 and was charged $25.25 which was automatically deducted from my checking account. Shortly after that I cancelled my membership in person at this location 02/28/2024 and was assured my "membership was cancelled and I would not be charged again" I was charged $25.25 on 03/18/2024 and $49.00 on 04/01/2024 the same evening I emailed ************************* and mailed another cancellation letter to Planet Fitness *******************************************, ME *****-2305. That evening, 04/01/2024 Regional Manager ************************* STOLE $49 from my account in response to me contacting him about my ongoing cancellation issue. This charge was not a membership fee. It is THEFT. I want my membership cancelled immediately and my FULL $99.01 refund ASAP. I will be contacting my bank as well as the appropriate authorities regarding reporting this issue and the nightmare Ive had dealing with this Planet Fitness. Regional Manager ************************* of Granite Coast Properties, LLC P.O. *********************** ******************* ************** needs to be held accountable for fraudulent business practices, evasive customer service and stealing from ********************** Club Members. I am considering taking aggressive legal action against Planet Fitness *******************************************, ME *****-2305 and Regional Manager ************************* of Granite Coast Properties, LLC.

  Business response

  04/02/2024

  Hello *****,

  Per your membership agreement, you have been getting billed $25 per month that is billed to you on the 17th of every month. You also have an annual fee of $49 that is billed to you on April 1st of every year.

  If a member ever wishes to cancel their membership, then they have one of two options in order to do so. They can either go into their home location to sign a cancellation document or by sending their home location a certified letter in the mail indicating that they wish to cancel.

  Since your membership was never cancelled, we cannot issue you a refund per your request. If you send us your cancellation letter as soon as possible and if we receive it by no later than April 10th, we will get your membership cancelled and you will not be charged for another month.

  Thank you,

  Customer response

  04/06/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  I HAVE CANCELLED MY MEMBERSHIP MULTIPLE TIMES. I cancelled my membership in person at this location 02/28/2024. I emailed ************************* and mailed ANOTHER CANCELLATION LETTER to Planet Fitness *********************************************** *****-2305 on 04/01/2024. Regional Manager ************************* and the employees are NOT ACTING ETHICALLY OR PROFESSIONALLY. THEY ARE REFUSING TO PROCESS OR ACKNOWLEDGE MY CANCELLATIONS. THEY ARE LYING ABOUT MY CANCELLATION ATTEMPTS AND REFUSING TO PROCESS MY CANCELLATION AND ARE OVERCHARGING ME. THEY OWE ME A $99.01 REFUND NOW. I have been attempting for 2 months to cancel my membership at Planet Fitness *********************************************** *****-2305 and get a refund. I was overcharged. I am getting an absurd and unprofessional runaround by Planet Fitness employees and Regional Manager *************************. The people I have spoken with on the phone and in person, including manager ***** at Planet Fitness ***********************************************, ME ***** regarding this ongoing issue have been unbelievably uninformed, incompetent, rude and unprofessional. I purchased a membership on 02/20/2024 and was charged $25.25 which was automatically deducted from my checking account. Shortly after that I cancelled my membership in person at this location 02/28/2024 and was assured my "membership was cancelled and I would not be charged again" I was charged $25.25 on 03/18/2024 and $49.00 on 04/01/2024 the same evening I emailed ************************* and mailed another cancellation letter to Planet Fitness *******************************************, ME *****-2305. That evening, 04/01/2024 Regional Manager ************************* STOLE $49 from my account in response to me contacting him about my ongoing cancellation issue. This charge was not a membership fee. It is THEFT. I want my membership cancelled immediately and my FULL $99.01 refund ASAP. I will be contacting my bank as well as the appropriate authorities regarding reporting this issue and the nightmare Ive had dealing with this Planet Fitness. Regional Manager ************************* of Granite Coast Properties, LLC P.O. ****************************;******************* ************** needs to be held accountable for fraudulent business practices, evasive customer service and stealing from ********************** Club Members. I am considering taking aggressive legal action against Planet Fitness *******************************************, ME *****-2305 and Regional Manager ************************* of Granite Coast Properties, LLC.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  Business response

  04/30/2024

  Mr ***** version of facts does not comport with our records. He signed a member agreement to use our clubs. That agreement contains cancelation procedures that are designed to protect our members from unwanted cancelations by people other than the member. We only accept cancelations in person and by certified letter. 
  
  
  In the meantime, he has repeatedly insulted our hard-working team members in violation of our policies. He has also threatened our team members in violation of our policies. Therefore, we have taken the steps to ban him from our business which will have the practical effect of canceling his membership.
  
  
  ******************* checked in to use our facilities on these dates:
  
  
  2/13/24
  2/15/24
  2/20/24
  2/22/24
  2/26/24
  2/29/24
  3/4/24
  3/8/24
  
  
  On none of these occasions did he speak to staff about canceling his account. 

• Initial Complaint

  01/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I reviewed my billing statement for Planet Fitness and they have been billing me $25 dollars bi-weekly for membership. I should be billed $25.00 monthly and $49 dollars annually. I have tried to contact them at the number provided for my home club and the calls does not go through and drops. I contacted corporate by email only to be told to contact them directly. I am requesting a refund of $325.00.

  Business response

  01/05/2024

  Hello *******,

  Thank you for taking the time to further address your concerns through our BBB. I went ahead and looked into your membership at our Augusta, ME Planet Fitness, which you signed up for back in November of 2022 online. The membership that you signed up for was the Black Card, which is $25 per month that is billed to you on the 17th of every month. There is also an annual fee with this membership of $39 that is billed to you on the 1st of every October.

  Looking into your concerns further, I am not seeing you getting charged bi-weekly for this membership nor am I seeing you getting charged for the annual fee of $49. Everything that I stated about your billing can be found in the paragraph above.

  Since everything on your membership appears to be normal and part of your membership agreement, I cannot process a refund per your request. If you wish to make any changes to your membership, I'd suggest you contact your home location in order to receive further assistance.

  All the best,

   

• Initial Complaint

  10/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Planet fitness was in receipt of my injury in ********* ****** which happened on April 29, 2023. I was hospitalized and placed in rehabilitation for the last several months. I called and spoke to the team months ago requesting that my account be closed with a zero balance due to being incapacitated and being in ********* ******. They stated my account would be closed and when I did arrive in ************** to resolve the closure with medical documentation they refused to close the account with a zero balance. Now they are refusing to close my account and stating I have to pay a balance on a gym membership for time when I was incapacitated due to fracturing my tibia plateau.Removal of all charges and closure of account in my name with a zero balance.

  Business response

  10/30/2023

  Hello *******,

  Thank you for taking the time to reach out and further address your concerns through our BBB portal. Unfortunately, you contacted the South Portland, ME Planet Fitness which is not your home location.

  If you wish for your concerns to be addressed further by a team member or manager, please contact your home location which is either in *********, ****** or **************, ****. Please contact them by either calling their club number or by filing out a member survey through their website.

  All the best,

• Initial Complaint

  04/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I visited Planet Fitness in ********, ***** in late December of 2022 in order to (1) transfer my membership from a former franchise location in *****, **; and (2) cancel my gym membership. My membership needed to be transferred before it could be immediately terminated because Planet Fitness does not allow anyone to simply cancel their membership over the phone. At the time of my visit I was told that that my membership would be transferred and summarily cancelled. Neither of those things happened. On January 2nd, I called to ask why. The manager I spoke to was unable to give me any reason why my request had not been completed, but was able transfer my membership to the Rockland location over the phone. He also told me that my membership would be cancelled as soon as the system allowed him to do so and that I would not incur any charges for the month of January. Upon reviewing my bank statement in February, I discovered that my membership had not, in fact, been cancelled and that I had been charged membership fees totaling $59.00. I called the gym again on February 12th and was told that in order to cancel I would have to physically visit the gym again. When I complained, I was told to call back when the manager was present. I called again on February 14th and was able to finally cancel my membership. I was also told I could expect a refund on the charges I incurred in January and February and to expect the funds to arrive in my bank account in 2-4 weeks. It has now been over 4 weeks. I have not received a refund and I still expect to. Cancelling a gym membership should not require this much effort on my part and the process has been unnecessarily complicated by Planet Fitness's absurd cancellation policy. My experience over the past months suggests this policy is predatory. I believe it is intentionally *designed* to be predatory and that any other reasons given by Planet Fitness to explain this policy are offered in bad faith.

  Business response

  05/03/2023

  ********,

  Thank you for taking the time to reach out and address your concerns through the BBB. We took the time to look into your concerns further with our Rockland Planet Fitness team in order to get more details on the matter.

  After looking into your concerns further, we were able to determine that there was an error made on our part which prevented your membership from being cancelled at the appropriate time of your request. Due to this error being made on our part, we will go ahead and process a refund of $59 for both your annual fee and two monthly fees that you should have not been billed for. All refund takes anywhere between 7- 10 business days and should go right back into your account.

  We apologize for the frustrations that this experience caused you but appreciate you following our cancellation policies. If you have any further questions or concerns, please do not hesitate to reach out to our Rockland Planet Fitness.

  All the best,

• Initial Complaint

  10/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I wanted to cancel my gym membership. I was told that I needed to go to the gym and do it in person. I traveled from Lewiston to Portland and went into the club to do this. I have only used the Marginal Way Gym. I was told by the counter person I needed to go to South Portland to cancel there. I had not been working and I didn't have enough gas to drive to South Portland. I had never been to the South Portland gym! As of today gym membership dues are still being deducted from my checking account. I have contacted the gym via email, through the Planet Fitness App as well as called. I am always told a manager will get back to me but they never do. I can't afford the gas to travel to Portland or South Portland again to do something I already set out to do. I am just now getting back to work and have not had a paycheck in months. I just want the membership stopped!

  Business response

  10/07/2022

  Hello ****,

  Thank you for taking the time to reach out and address your concerns. If you wish to cancel your Planet Fitness membership, then you may do so by either visiting your home location or by sending them a certified letter in the mail. Your home location is currently South Portland, ME.

  If you cannot travel down to South Portland in order to cancel your membership, then I would advise you to cancel it by sending us a certified letter in the mail. All you have to do in your letter is state your name, address and a good contact information for us to verify your active membership. Please mail your letter to ****************************************************************, ME.

  If you can mail ** your letter within the next few days, we will waive your next monthly payment of $15 that will be billed to you on 10/17. Please note that if we do not receive your letter at least a week before your next billing, then your membership won't get cancelled in time before seeing your next monthly charge.

  Thank you,

  Customer response

  10/11/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Why should I have to do anything? I went to the gym and tried to get it canceled! Now I have to go get a Certified letter for them. I dont have the money to send a Certified Letter!  

  Business response

  10/11/2022

  ****,

  You did in fact visit one of our Planet Fitness locations, but it was not your home location. As what that Planet Fitness explained to you, and as what I explained to you in my response prior, you must cancel your membership at your home location. South Portland is your home location; therefore, you must cancel your membership at our South Portland Planet Fitness.

  If you cannot cancel your membership at our South Portland Planet Fitness, then your other option would be to send them a certified letter in the mail which indicates you wish to cancel your membership. These are the ************ available in order to cancel your membership. Which are stated in your membership agreement when you signed up.

  As promised, I went ahead and waived your next monthly due so you will not be charged again. All you have to do is send us your cancellation letter ASAP and we will cancel your membership as soon as we receive it.

  Thank you,

• Initial Complaint

  07/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Since July 2021, I have been charged twice monthly on my Planet Fitness membership, and an annual membership fee of $39. I recently discovered these charges and have attached screenshot information on my membership and transaction history of these charges from my ************** online bank statement. In this attachment, I have indicated the CORRECT CHARGES with a checkmark, and the INCORRECT CHARGES with an X.I have been a Planet Fitness Member for several years, and my main membership is in Portland, *****. My monthly fees are charged on the 17th or 18th of the month, and my annual $39 membership is posted on 9/1/2021. I have visited other Planet Fitness centers in Falmouth, *****, and also in South Portland, Westbrook, and Augusta, *****. I believe the incorrect charges began when I approached Falmouth, ***** Planet Fitness in July 2021, to let them know I had a new debit card through my ************** account and wanted to make sure they had the correct card on file. It was during this time that I began to be charged $22.06 monthly from Planet Fitness in Falmouth, ME. I was also charged a $39 annual fee on 12/7/2021. These nine-month charges of $22.06 and the annual $39 charge from the Falmouth, ***** Planet Fitness add up to $237.54. I have tried to explain these charges to a manager, they admit that it does appear I have an active account at this location, however, they say there is nothing they can do about the charges and that I would have to contact Planet Fitness Corporate Offices. I am requesting a refund for these incorrect charges in the amount of $237.54. I also request confirmation that the account in my name has been canceled in the Planet Fitness center in Falmouth, ME. Thank you. **********************************

  Business response

  07/26/2022

  *********,

  Thank you for taking the time to reach out and address your concerns with Planet Fitness. I took the time to look into your membership with Planet Fitness in order to further assist your concerns. Upon looking into your membership, I discovered you had two active memberships with Planet Fitness. The first membership that you signed up for was from our Falmouth, ME Planet Fitness (agreement #**********) back in October of 2018. The second membership that you signed up for was from our Portland, ME Planet Fitness (agreement #**********) back in July of 2021. Both these memberships were signed ** in club and one of them was cancelled in June of this year (agreement #**********).

  Since both these memberships were signed up and authorized by you, I cannot issue you a refund upon the request you have made due to this not being a Planet Fitness error. However, I am willing to at least offer you a refund of your annual fee of $39 from your December 1st payment since you already paid that due on September 1st from your second account. All refunds take between 7- 10 business days before seeing those funds return back into your account.

  As I mentioned to you before, your first membership has been cancelled and you now only have one membership active at our Portland, ME Planet Fitness. If you have any further questions or concerns regarding your membership, then you may contact your home location for further assistance.

  All the best,

  Customer response

  08/02/2022

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *******************************

• Initial Complaint

  11/12/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The most difficult gym I have ever worked with to cancel my membership.. I signed up while I was visiting family in *****. Now I am back in ***** and I went on the app to cancel, it wouldn't let me. I then went into a location to cancel and they said I had to do it in the gym location I signed ** in... Then they told me to call some fellow named **** at the Portland ME location and the woman said to email him and hung ** on me for being unprofessional in my frustrated response. I still Have not been able to cancel the membership to date and will be attempting to go back in tomorrow for another shot. Either way I have been taken advantage of and feel horrible from this situation. I hope you can help me as I don't know what else to do.

  Business response

  11/15/2021

  ****,

   

  Thank you for taking the time to write us and address your concerns. The location down in ***** is correct, you can only cancel your membership at the home location that you signed up for or by sending them a certified letter in the mail. Your home location is in Falmouth, ME so you will have to contact them for further assistance.

   

  Please email them at **************************************************** and I will let the club manager for that location know you will be contacting them shortly. In the mean time, I went ahead and waived your next payment so you will not get charged again. Just please be sure to contact our Falmouth facility by the end of this week for further assistance on cancelling your membership.

   

  Thank you,

• Initial Complaint

  10/13/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have encountered a problem that stems back from Sept 17th, and is yet to be resolved. I have waited more than patiently. I initially went into the Rockland Planet Fitness and **** the manager at the time had assured me he would take care of it. I was charged for my Sept ****. Then I was charged for uncollected fee. I am going to show you that I had the money left in my account. Your uncollected fee made my bank account go negative. You charged me $35 and as well as my bank. On this day the 17th which you can check you will see I cancelled my membership. However, for some reason which I think was wrong, you charged me again on the 20th after I had already cancelled. I am not sure or how this happened?!! On the 20th my account was still negative. You took your other ***** and then another uncollected fee, and again my bank charged me $35. I am wanting all my money plus the added expense to cover my bank fees. Coprerate says they do not owe me anything despite evidence.

  Business response

  10/14/2021

  ******,

   

  This issue has been resolved as we refunded you for your last payment of $23.06 on September 17th. The reason you are experiencing a $35 charge is due to an "overdraft fee" for insufficient funds from your bank.

  You must contact your bank if you wish for these charges to be reversed.

   

  Thank you,

*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. ↩