ComplaintsforGrand Fitness MGMT LLC

• Initial Complaint

  10/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up for a Planet Fitness membership many years ago, but didn’t use it. When I attempted to cancel it about 2 years after enrollment, the gym said they have no record of me. Yet they continue to charge me to this day for a membership no one can find and no one can use. I want all my money back and I want this membership cancelled with the promise that my account will no longer be charged.

  Business response

  10/24/2024

  Hi *******

  We do not have the email you sent on file, but we do have this information:

  Street: **** ** ***** ** *** ****
  City: ***** *****
  State: Florida
  Zip Code: 33181-1734
  Email Address: ********************

  Have you used this email before? If so, we can resolve this.

  Thanks!

  Customer response

  10/28/2024

  
  Complaint: ********
  

  Hi,

  That is a mailing address that I used a decade ago. The email address is also mine, except there is a typo in it. It should be ********************

  I stopped using this gym the same year I signed up, but the gym was never able to resolve this as they said they didn’t know me. 
  I would like my payments back. 
  I am rejecting this response because: not resolved yet.
  
  
  
  Regards,
  ****** ****** 

  Business response

  10/29/2024

  Hi *******

  That is the only account we have on file, and you only owe $10.70. Please let me know which Planet Fitness and address you have transferred too previously. I will reach out to see if they can find you with either of these email addresses. 

  Thank you for your patience.

• Initial Complaint

  10/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been going to Planet fitness Gyms for two years. It has been a mostly pleasant experience. I like to occasionally get a tan as well. I own tanning glasses which I purchased from planet fitness. Well on day of incident i was not at my home gym I was at a different location. And u had just finished my workout and wanted to tan. I had my glasses in my pocket ready to go. Im at counter reserving my tanning booth and the worker asks “ do you have protective eyewear?” I said YES. She proceeds to ask to see eyewear. So I feel like she was calling me a liar and i just felt like it wasn't fair to pry into my personal belongings. Also No other manager has ever insisted I was lieng before . Well to continue she said check policy and I did and it said nothing about having to prove myself. After I showed her policy she said she doesn't care and thats that. She was rude and unprofessional. They just charged my my annual fee as well and I want it back since I was banned for “ not using eyewear”. I never had a chance to go in tan i just refused to show my eyewear after the way the manager was treating me. I will also be mailing a letter to headquarters

  Business response

  10/25/2024

  Hi *******

  It is policy to see eyewear. We are sorry but we will not be able to refund you due to the policy and aggressiveness you showed to our General Manager.

  Thank you. 

   

  Customer response

  10/25/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  I did have eyewear. She asked and I said yes. After she continued to demand she see my eyewear. Basically calling me a liar. She told me to look up the policy where it says I need to physically show eyewear. So I did and it says you do need eyewear but you do not need to prove it. She made up policy and was very unprofessional. I want my refund and I will continue to escalate this until I have exhausted all my resources. The reason said because I didn't wear not because my aggression towards your equally aggressive worker. Ive been going to planet fitness for years with no problem. I was also told by another manager that basically all the mangers link together and make sure to kick out people they choose no matter the reason. Also I had my eyewear. And I still do. Which i bought from planet fitness last year. 
  
  
  Regards,
  ****** *********

  Business response

  10/29/2024

  Hi *******

  Our policy is as stated: Use of products and protective wear, including approved eye protection. Our team does need to approve the eyewear members use for their safety. 

  Our general and regional manager indicated that you refused to show eyewear and due to your aggressive behavior and for the safety of our team members and members, we did ask you to leave. 

  For the complete policy, please visit ****************

  Thank you.
  

• Initial Complaint

  10/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had a Planet Fitness membership for over 2 years and have been trying to cancel. When I try to cancel, Im told to contact the gym I originally signed up at in ***** even though Ive changed my gym location to the Plantation one. When I contact the Texas location, they point me back to Plantation since my membership was transferred. I just want to cancel without having to pay to send a letter. Thats it! This is 2 years later and hundreds of unused dollars in at this point.

  Business response

  10/13/2024

  Hi ******,

  Please visit the Plantation gym and our staff will cancel your membership. 

  Thank you.

• Initial Complaint

  09/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I PURCHASED A MEMBERSHIP FOT MY HUSBAND IN JULY 2023 WELL HE FOUND OUT HE HAD CANCER IN RIGHT SHOULDER HE COULD NOT GO TO THE *** AHAN DO TO TREATMENTS AND SURGERIES WELL I CALL THE CHRISTANBURG VA STORE SPOKE TO A EMPLOYEE TOLD THEM WHAT WAS GOING ON TO CANCEL THE MEMBERSHIP DO NOT TAKE ANYMORE FUNDS OUT MY ACCOUNYT THE EMPLOYEE SAID HE WOULD PUT IN THE SYSTEM AND WOULD CANCEL THE MEMBERSHIP SO I BEEN DEALING WITH MY HUSBAND SITUATION SO I DID NOT PAY ATTENTION TO MY BANK ACCOUNT UNTIL I WENT TO THE BANK IN ************ VA TRUIST SPOKE TO THE BANK MANAGER SHE INFORMED ME PLANET FITNESS HAS BEEN TAKEN FEES OUT YOUR ACCOUNT ALL YEAR AND YOU ARE NOT THE FITST CUSTOMERS OF TRUIST THEY HAVE DONE THIS TO I CALLED NUMEROUS TIMES TO SPEAK TO MANAGER ALL I KEPT GETTING WAS A UNDER MINOR HIGH SCHOOL OR COLLEGE THAT WORKS FOR PLANET FITNESS NEVER MANAGER WHEN I CALLED SHE ON BREAK SHE NOT HERE BUT WE WILL GET HER CALL HER SHE NEVER DID SHE WAS AVOIDING ME SO THE LAST PAYMENT WAS ***** AND ***** IN SEPTEMBER 2024 MY HUSBAND WAS FURIOUS HE SPOKE AGAIN TO A UNDERAGE MINOR HE WANT SPEAK TO MANAGER NOW THAT IS PART OF HIS TREATMENT MONE THEY WERE TAKEN OUT SO MY HUSBANDSTATED IF HE DID NOT SEE OUR FUNDS PUT BACK IN THE ACCOUNT HE WAS GOING TALK TO BANK MANAGER ABOUT BANK FRAUD ALSO ************************ THEY HAVE IGNORED COSUMER PROTECTION BBB 2 TIMES ATTORNEY GENERAL VA CONSUMER PROTECTION THEY KNEW WHAT THEY HAVE DONE AND COMMITTED WAS WRONG IT WAS NOT TILL THEN WE STATED WE ARE GOING TO GOVERMENT AGENICIES ALSO TO THE COURT FILE CIVIL LITIGATION FOR ONE MY NAME IS NOT ON ANY MEMBERSHIP NUMBER 2 I NEVER SIGNED ANYTHING THAT IS MY BANK ACCOUNT MY HUSBAND NOT ON IT IT WAS NOT TILL THEN I SEEN A CREDIT TO MY ACCOUNT FOR ***** AND ***** THAT WAS IT I CALLED LEFT NUMEROUS EMAILS THE GENERAL MANAGER IGNORED ALSO THE REGIONAL MANAGER HAS IGNORED I STATED I WANT THE ****** DOLLARS WHICH WAS THE REST THEY TOOK OUT THEY HAVE NOT COMPLIED I BEEN IGNORED THEY KNEWWHAT HAPPENED WAS WRONG

  Business response

  09/30/2024

  Hi ******,

  Our general manager has called and left multiple messages. Your account has been cancelled and refunded. Thank you for your patience.

• Initial Complaint

  09/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Planet fitness refuses to refund me for services not rendered

  Business response

  09/18/2024

  Hi *********,

  Would you be able to provide more information on the incident that occurred?

  Thank you.

• Initial Complaint

  09/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After I purchased a combination lock I was unable to receive a receipt l, either printed or by email.

  Business response

  09/09/2024

  Hi *****,

  This is not a corporate complaint and can be resolved at the club level. Please visit the home club to get this receipt if you wish.

  Thank you.

• Initial Complaint

  09/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In July of 2023 I talked to a manager to cancel my membership but they continue take money out my checking account I even sent a complaint bbb last year they are taking money after I told them to stop that is my cancer treatment money I want a complete refund back into the checking account this is not a joke Ive had enough

  Business response

  09/03/2024

  Hi ******,

  Our general manager has reached out to you today. Please visit the club to cancel your membership.

  Thank you!

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Planet Fitness on ************* in ****** has two broken shower heads, one hasn't been replaced in about three months,the second is more recent. I am formally complaining because they also went without hot water three times in two years, once for more than six weeks. They have changed the terms of their membership, which made it difficult to use other gyms in the brand, by tying the customers to one gym. They changed their hours from 24 to limited weekends, which was inconvenient. I think Planet Fitness should reimburse the members with a six month credit for all of this.

  Business response

  08/13/2024

  Hi *****,

  We notified our club manager and facilities team of this issue, and these will be fixed soon.

  Thank you for your patience.

  Customer response

  08/13/2024

  
  Complaint: 22129076
  
  I am rejecting this response because:
  I expected a credit for my membership during the inconvenience. Small Claims Court is also a path I am considering. Can Planet Fitness try again?
  
  
  Regards,
  
  ***************************

  Business response

  08/13/2024

  Hi *****,

  We apologize for this inconvenience. We are unable to submit a payment due to invalid claims.

  Thank you for your feedback. 

• Initial Complaint

  08/05/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  failure of cancelling gym membership for 5 months and annual fee.

  Business response

  08/16/2024

  Hi ******.

  Per our management team, this issue has been resolved and this complaint will be closed.

  Thank you for contacting the team and working with us to get this fixed quickly.

   

  Customer response

  08/16/2024

  
  Complaint: 22093657
  
  I am rejecting this response because:
  I had canceled in person several months ago.  After fighting with them for 1 month after the third time I canceled they offered me only 2 months refund!   I am still out of money from what they took for not canceling the membership when they should have.  
  
  
  Regards,
  
  *************************

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have cancelled my membership via phone and was still charged. I then went to the facility and spoke to **** who said my membership was cancelled. Two days later I was charged again.

  Business response

  07/24/2024

  Hi *****,

  Our team will be reaching out to you soon to resolve this issue.

  Thank you for your patience.

*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. ↩