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:04/06/2023

  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.

  I opened a Planet fitness membership in Brooklyn, ******** on 3-17-2019 and was denied cancellation after my request during Covid-19. I was told to go in person during the pandemic despite living n ************** and have since incurred over $1000 worth of memberships fees. This a complete nightmare with charges in perpetuity.

• Initial Complaint

  Date:02/28/2023

  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.

  Planet Fitness, which I have been a member of for several years, charged me an "annual fee" twice within the span of two months, on top of regular monthly fees. The annual fee of $40.76 was first charged on October 3, 2022, and an increased annual fee of $51.21 was charged again on December 1, 2022. When I first noticed the double charge, I contacted Planet Fitness and spoke to the manager on the phone. The manager assured me that this was definitely a mistake on their end, so he will put in a request to refund the second charge. He stated that the refund should show up in my bank account within 4-5 weeks. At the end of January, I noticed that my refund has not yet been made, so I inquired with a Planet Fitness staff member at the front desk. After checking my information, she stated that she sees from their end that my second charge has never been refunded, but the monthly fees have been taken out of my account just fine, so she doesn't understand why the refund has still not gone through. She informed me that she will leave my information for the manager, and the manager will get back to me. I did not hear from the manager or anyone from Planet Fitness, and I still did not have my refund. I returned on February 11th and asked to speak to the manager. After hearing my issue, the manager remembered that I had inquired previously and said that he doesn't know what happened, he has already put in the refund request. He stated that he will talk to the regional manager and that I need to "remind him" to give me an update, and I said that I've already been reminding them since December, and I do not want to have the same conversation every time I come back to the gym. He assured me that he will take care of it and contact me with updates, but two weeks later, I still have not received my refund or been contacted with updates. I am starting to think that this is a scheme that Planet Fitness is putting on in order to not refund my money, so I am seeking help from BBB.