Complaints

• Initial Complaint

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I was overcharged for my monthly membership in September and October and then charged an extra fee in November. In September, the manager said they would credit me back but then proceeded to overcharge me again in October. I spoke to her again and was told I would be credited for both months but that it takes time and it's up to corporate to issue the refund. Then I was charged a new member fee (I've been a member since they opened in 2021) so she said they would credit me. I still have not seen a refund in my account and I have spoken to the manager multiple times.

• Initial Complaint

  06/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They have been charging me for a membership I do not have. They are stealing money from both my debit cards.

  Customer response

  07/01/2023

  I have not heard from the business in response to my complaint.

  Business response

  07/23/2023

  The complaint number is ********. My response from Planet Fitness on ********************* West Roxbury, *************. After reviewing her account, there is an active membership from February 10th of this year, February 10th 2023. Is what her agreement states as far as her membership being created. We do have a photo on file. I have canceled the agreement as of today and email the member a copy of the cancellation form signed by me. There will be no refund administered to this member because there is no proof that this membership is a fraud if she is claiming that this is a fraudulent account. She would have to dispute the charges with her bank. At this point, we have canceled the membership

• Initial Complaint

  01/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Cancelled planet fitness membership in November 2022 and was told it was all set. I moved and was no longer near a planet fitness and saw my account was still being charged so I filed a stop payment with my bank. They attempted to charge my checking account and once it was denied they charged my debit card $40.03, which I never gave them my debit card information nor authorized them to charge it. Requesting to be refunded the $40.03 because it never should have been charged and correctly cancel the membership.

• Initial Complaint

  11/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have tried to contact the manager ************************* several times. Since early September about the seated elliptical machine that is broken. I have received no return phone calls or response to my email. I joined Planet Fitness to use this machine to continue to strengthen my legs to prevent my mobility issues from becoming worse due to my genetic conditions. I contacted corporate received a call from **************** returned her phone call that same after noon and hsve not hear from her again. denied the ability to used the machine at other local plant fitness locations Its been 3 months. I requested to have a refund given as the area manager is the only person able to authorize. Today November 23, again no sign is posted on this machine and other clients are trying to use it someone is going to get injured. I was told ************************* was at the West Roxbury Planet fitness for a corporate meeting I waited by the check in desk. approximately 30 minutes *****(employee) asked for me to show her the machine in question another client was trying to use it as we approached the back of the seat kept lower as she was trying to alternate pedals. I explained to ***** been non working since early September.I spoke to ****** once on phone at WR planet fitness location he assured me it was fixed I arrived the next morning and it was still not in working order. no return call or email. I feel discriminated against the one piece of equipment I paid to use to aid in my mobility and ensure I dont end up back in PT or a wheelchair. Fixing it has not been priority, no accommodations to use the machine at other locations I paid in full for the year. 05/23. ***** would have ****** call me this afternoon relay that if this machine not working order by November 30. full refund of 99 dollars & will contact the appropriate agencies. I received no call Im going forward contacting appropriate agencies. video & other documents on request. sincerity, **************************************

  Customer response

  12/05/2022

  I have not heard from the business in response to my complaint. No one has contacted me regarding my complaint.

  Business response

  12/20/2022

  Good afternoon. This is a response to complain number ******** The complaint has been resolved to the equipment or the machines as a person ********************* to complaining about has been fixed you can go ahead and close this case. After is all. Thank you for your time have a great day

  Customer response

  12/28/2022

  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 I dont accept the response from Planet Fitness West Roxbury The machine was not in working order from September 17 till November 24 the ladt time I entered the location. I had reached out to cooperate and the manager ************************* many many times and still have never had any returned calls or emails. I requested to get get refunded for not being able to use the machine. I was not allowed to use the machine at other planet fitness locations as I didnt have a black card and extra 15 dollars a month allows you to use all planet fitness locations. I joined planet fitness West Roxbury because they had the sitting elliptical machine that I need to maintain my muscles in my legs for mobility due to my genetic condition with daily exercise I will lose the muscle I have built up and my mobility will deteriorate. I am not accepting that it took more than 3 months to fix the equipment. I showed the staff on November 24 *****. I have videos of the machine phone records of repeated phone calls and had my membership paid for a full year till May 2023. I am asking for a full refund of $99. I had to put out more money as I had to join another gym. The amount of time I had to wait was affecting my health and mobility. I am disabled and on a fixed income and am out $99. Three months I have not received a email, phone call from this business. I have another gym and access to a sitting elliptical machine. I am extremely disappointed in Planet fitness West Roxbury for not following through with communicating or resolution after three months . Which ultimately led to me having to pay to join another gym to avoid continued loss of mobility. Sincerely, *******************;

                             Sincerely, 

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

  Business response

  01/11/2023

  Hello, 
  This is a response for complaint number ********, *******************, as per her request we have processed a full refund for the $99.00 she paid for her unused membership. **** was contacted and told to expect the refund in 10 to 15 business days. If you have any questions about this matter please reach out to me. Thanks.
  
  
  
  
  Best,
  
  *************************
  Area Manager MA, Supreme Fitness Group, 
  LLC, d.b.a Planet Fitness
  
  *************

• Initial Complaint

  11/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In April 2022, my 15 year old daughter (***********************, Account Phone # ************) signed up for a $10/month membership at Planet Fitness which was being paid for by my credit card. In June 2022, Planet Fitness advertised a "Free Summer *********** for teens. My daughter then requested the promotion for a free summer membership. Unbeknownst to us, her existing membership was frozen and a separate summer membership account was created for my daughter. In September 2022, her initial membership and summer memberships concurrently ran with monthly charges. One membership account charged to my card and the other membership charged to my daughter's card. We've experienced $10 monthly charges for my daughter's duplicate memberships as well as annual fees + late fees. I paid her annual membership fee in June 2022 on my card; however, Planet Fitness charged her card in November for a $39 annual membership fee + $15 late fee on her secondary account. Since my daughter is just a kid, her primary source of income is saving her allowances. Her bank account is completely wiped out just in time for her Christmas shopping and she's devastated. Planet Fitness doesn't have a responsible party who can resolve this issue. Their GM, ****, is apparently no longer with the company and ******, the Regional Manager, called me once but does not respond to my emails or voicemails. I've called Planet Fitness corporate and made submissions on their website, but still we have yet to see progress made towards a resolution. I spoke to a "visiting" manager named Destiny once when I called who said she would try to initiate a refund; this hasn't been received and I've even gotten new charges since then. Corporate puts all responsibility on the franchisee; however, that franchisee is inaccessible when we inquire about their contact info at the West Roxbury Planet Fitness location. The employees don't know how or have no authority to fix this problem and again, there's "no manager."

  Customer response

  12/04/2022

  [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

  10/25/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I placed a freeze on my account for three months in June 0f 2022 and was charged every month of the freeze. I have spoken to multiple people and visited the club around 10 times to resolve without success. The person who said she would have a credit issued (*************************-Club Manager) appears to have left the franchise. The new club manager (******) will not even return a phone call and I'm done trying to chase him down. This has been a very unprofessional customer service experience. Please refund my money.

  Customer response

  10/24/2022

  The address is **** ******************* Roxbury ** 02132.

  Membership #**********

   

  Customer response

  11/05/2022

  I have not heard from the business in response to my complaint.

*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. ↩