ComplaintsforPlanet Fitness
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/25/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I pay for the black card service at planet fitness for 8 years now. I strictly use the lay down hydrotherapy massge beds . There are 3 at my location in *************. One has been broken for months , probably at least 4, another does not work properly, the pressure is very minimal, has been half working for a long time, and now the third one is not working. I am paying for services that are not available and would like to be refundes for the extra black card fees for all the months the beds have been broken and continue to not be charged until they are all fixed and operating. You withdraw your fees every month for 8 years , no exclusions, yet you dont provide what was purchased.Business response
01/26/2024
Planet Fitness is independently owned and operated this complaint is not part of our franchise; I have requested this be forward it to the correct franchise owner.Customer response
01/27/2024
Complaint: 21201750
I am rejecting this response because:
Sincerely,
***************************Initial Complaint
01/02/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I moved 2.5 hours away on December 15 and wanted to cancel my membership. I called on December 26 to cancel by phone because you cannot cancel on the app. They stated you have to cancel in person. On the website it said you have to cancel by the 25th to stop the annual fee. That was Christmas and they were closed.I was in town on December 30 and canceled in person. I explained I moved over 2 hours away and couldnt stop in person before that day.I was charged the $49 annual fee.The attached photo of the membership rules does not give exact instructions, it is ambiguous according to the club. I have extenuating circumstances because of my move across the state.I called the manager with no response.Initial Complaint
07/15/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
1 - multiple payments taken out from my card. 2- when i try to access my account it opens my 15years old account from different location. 3- I try to talk at club and no one can resolve this issue, they said manager will call back but no one call back in 10 days. this same issue with my and my wife's account
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
BBB Rating & Accreditation
This business is not BBB Accredited
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
3 total complaints in the last 3 years.
2 complaints closed in the last 12 months.