ComplaintsforPlanet Fitness

Gymnasium

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Initial Complaint
10/15/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I asked to cancel a membership for my wife who hasnt been able to use the facility since having a liver transplant almost 2 years ago. They recommended that I close my account as well as it was just easier to start all over. So I agreed to this and they told both of the memberships are both canceled. Then they proceeded to charge me $44 for one of the memberships. I contacted them and asked about it and they told me I would receive a refund which I was later denied and told that if I wanted my money back, I would just have to take it up with my bank. They said they wont refund me money. Then I was hung up on by the club manager in ******, ***** at the *********************** location. Please help as this is a terrible business practice of basically just stealing money and not taking responsibility for their own clubs actions.
Business response
10/16/2024
Hello ****,
We reviewed your membership and do not see a previous charge of $44. We can take a look at your wife's membership to see if the charge was from that account if you please respond with her first and last name. If you are able to attach a screenshot of the charge as well, that will help us further.
Thank you,
EXCELFITNESS
Building communities through fitness
************************************************

*******************************************************
an independently owned and operated Planet Fitness franchisee
with clubs in **, **, **, **, **, **, **

Customer response
10/28/2024
Complaint: 22426195

This is not a rejection, but a response the question asked of me. This amount was for ***** and yes, it's under my wifes name. ****** **********. We had a joint account as I told the manager, but due to health reasons she could not longer continue. I asked to cancel and he cancelled my membership and not hers..which I was then charged again for because he messed up. I would like to come back to the club, but not if I cannot trust them to do the right thing and the manager not to just disregard me.
Regards,

**** ******
Business response
11/01/2024
Hi ****,
Thank you for responding to our previous message. We were able to locate the charge on your wife's (cancelled) membership. The charge was for $42.22 on 10/01. You will receive the refund within 3-5 business days. We have notated her account just incase you would like to follow up on this refund status. If you have any further questions or concerns, please feel free to contact us so we can assist.
EXCELFITNESS
Building communities through fitness
************************************************
*******************************************************
an independently owned and operated Planet Fitness franchisee
with clubs in **, **, **, **, **, **, **

Customer response
11/01/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me providing the refund is in fact issued.

Regards,

**** ******
Initial Complaint
10/11/2024
Complaint Type:
Billing Issues
Status:
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.
On March 13th I walked into to the gym and explained to the gentleman that I no longer wished to continue my membership which should be recorded thru a camera and the gentleman assured that the gym membership was cancelled. I believed him and later started receiving text messages stating that my payment could not be processed due to an expired credit card. This has got to be the MOST UNETHITICAL GYM!!! DEL RIO TEXAS GYM Facility manager ******** ******* laughed at me and stated that it was my responsibility to get a cancellation form signed, I trusted the person behind the counter when he told me that that was all that was needed for cancellation.
Business response
10/14/2024
Hello *****,
We are sorry to hear about your experience in *******, *** We are unable to locate a membership in our system as any clubs in that area are outside of our franchise. Each individual Planet Fitness location is independently owned and operated. We assist and service members located within specific clubs in **************, *****, ********, ****, ******* and **********

Contacting your home club where the membership was started in *******, ** would be the most ideal recommendation we can make as they will have access to all of your membership details and payment information. They will be better equipped to assist with processing any cancelations or refund towards the membership. If you do need to speak to someone higher, as you already spoke to the club Manager, then you can request to do so with club staff.

Thank you,

EXCELFITNESS
Building communities through fitness
************************************************

*******************************************************
an independently owned and operated Planet Fitness franchisee
with clubs in **, **, **, **, **, **, **
Initial Complaint
10/08/2024
Complaint Type:
Billing Issues
Status:
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.
Planet fitness never notified me of any issue with my payment method. Because of this i was charged high late fees however I find it extremely poor business practice to not allow someone the opportunity to be notified so that they can update their billing. Their customer support is extremely unhelpful. They said the very first payment wasn't able to process either but I was not told this in email by phone or in person ever. Planet fitness is the only gym I can afford I am sure many people can agree they take advantage of being cheaper than any other gym and then perform shady business practices that result in issues for the customer as a means to make up the cost difference and then refuse to provide any compensation or even waive one fee though they never tell you of any issues.
Business response
10/11/2024
Hello Taniya,
We have attached screenshots of each attempt that our financial institution, ABC Financial, attempted to reach you. The first attempt was on 05/23/2024 as a text message regarding your 05/17 payment not being drafted. You can see where it notes "SMS Message not sent - flag = N." This shows that you responded NO to receiving all further text messages about your billing. On 05/29, an email was sent to you regarding your 05/17 draft as well at 6:01 AM. And then, a voicemail was left on your phone on 06/03 at 7:52 AM. You can continue to see all attempts highlighted in yellow throughout all three screenshots. The Late Fee Policy is also stated in the signed contract, that if the payment is unsuccessful, a late fee will be charged.
Your refund request has been denied as ABC has attempted to contact you after each charge not being drafted properly on the 17th of each month. If you have any further questions, please reach out to your club management team.
Thank you,
EXCELFITNESS
Building communities through fitness
excelfitness.com

1901 W Braker Lane, Ste 400, Austin, TX 78758
an independently owned and operated Planet Fitness franchisee
with clubs in TX, NC, OK, AR, VA, MO, UT

Customer response
10/11/2024
Complaint: 22392806

I am rejecting this response because:
Unfortunately Samsung does not have vm messages shown in text format so I am unable to provide a screenshot however I go through every voicemail I receive and have never received one from Planet Fitness i also never received a text message so it's not possible that I opted out of text messages. I have provided a screenshot of every email I have received from Planet Fitness i never recieved any about my parent issue.

Regards,

Tania Rivera
Business response
10/14/2024
Hello Tania,
We recommend stopping into your home location as they will be able to assist further with any refund requests. Please bring in your screenshot(s) as well.
Thank you,
EXCELFITNESS
Building communities through fitness
excelfitness.com

1901 W Braker Lane, Ste 400, Austin, TX 78758
an independently owned and operated Planet Fitness franchisee
with clubs in TX, NC, OK, AR, VA, MO, UT

Customer response
10/14/2024
Complaint: 22392806

I am rejecting this response because:
I prefer this and any refunds be handled by you directly. My home location has been unhelpful and the manager has been dismissive and has hung up on me while trying to get this sorted out before.

Regards,

Tania Rivera
Initial Complaint
09/27/2024
Complaint Type:
Billing Issues
Status:
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.
My husband has insurance that pays for his gym membership, to add me was 14. *********************************************** July. Due to my knee and back issues we only went one time in July and then called them to let them know please remove the add on ********* Aug and Sept, they charged my card for the full membership amount of ***** equaling ***** without permission. When we originally cancelled the add on, or black card membership around May of 2023, we had used my discover card, but when it was restarted this year, July 2024, my husband used his credit card. Planet Fittness did NOT have authorization to use my card, but also they have charge the whole black card membership not just the add on because my husband, ******* ******* insurance pays for him so not only did they make two unauthorized charges to my Discover card, they are double charging on top of it.This is not the first issue we have had with them but this has gone too far and has become theft The charges were emade on Aug 22nd, 2024 and Sept 24th, 2024
Business response
09/30/2024
We are a tire shop not a gym.
Business response
10/23/2024
Hello ********,

We attempted to locate your information in our system along with a membership using the last name, phone number, and email address provided. We were unable to locate a membership in our system as any clubs in ** are outside of our franchise. Each individual Planet Fitness location is independently owned and operated. We assist and service members located within our clubs in **************, *****, ********, ****, ******* and **********

Contacting your home club where the membership was started in ** would be the most ideal recommendation we can make as they will have access to all of your membership details and payment information. They will be better equipped to assist with processing any cancelations or refund towards the membership.

Thank you,
EXCELFITNESS
Building communities through fitness
************************************************
*******************************************************
an independently owned and operated Planet Fitness franchisee
with clubs in **, **, **, **, **, **, **
Initial Complaint
09/23/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I signed up for a gym membership on the Planet Fitness app. After making the proper payment and Banking account information I was able to complete the process. After a few days I went to the membership front desk and they stated that I owe a late fee and the monthly payment. I asked them why was I being charged for a late fee when I signed up thought it would be taken out automatically. They stated I entered my routing number incorrectly so a late fee would be charged. He was very honest he stated this Planet Fitness was very dishonest. They always charge people in this manner, knowing they would make a mistake on their routing number and easily get the $15 fee. He stated this has been going on since hes been working at the front desk. This is dishonest. Someone should do something about this and investigate them.
Business response
10/03/2024
Hello El,
We are sorry to hear about your experience with Planet Fitness. We understand the frustration of being charged a $15 late fee. As a courtesy, we have waived your monthly payment of $25.05 for 10/17/2024 dues. You will not be charged on 10/17/2024, but are still able to use the facility. As a reminder, your next upcoming charge will be the $49 annual fee on 11/01/2024. We are further looking into this matter regarding the conversation held at the front desk.
If you have any further questions, please feel free to reach us at *****************************************************************************************************.
Thank you,
EXCELFITNESS
Building communities through fitness
************************************************

an independently owned and operated Planet Fitness franchisee
with clubs in **, **, **, **, **, **, **
Customer response
10/04/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

El Bey
Initial Complaint
09/17/2024
Complaint Type:
Billing Issues
Status:
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.
I have been trying to cancel my wifes in my account since July 2024. At that time I went to that place of business was advised by the attendant that I would need to come in the following month in August in order to cancel without having to pay fees. I did this and came in August on my own time and tried to cancel and was again told that I would have to pay another membership month and I would have to wait another month for me to cancel and that I would need need to cancel before September 22 in order to not have any fees. I was also advised That I would not be charged my last month because of the issues of miscommunication from the staff. Today I found that my wifes account and my account were both charged again. I went to the location to make ** would not be charged my last month because of the issues of miscommunication from the staff. Today I found that my wifes account and my account were both charged again. I went to the location to make a complaint and I was not happy. Considering this has been a three month endeavor, and Planet Fitness is giving us the runaround and continue to steal money from my account each month. I spoke with ***** who is the regional manager, who only focused on trying to have me say the problem over and over again to him without him acknowledging or even fixing the issue. He refused to refund the money, therefore he stole our money. ******** ***** was the regional manager, who was too busy the last time getting her nails done to help me. This business location is ridiculous. This regional manager doesnt care and they only want your money.
Business response
10/03/2024
Hello Justin,
We apologize for the frustration and inconvenience. Since we were not provided with your wife's information to look up her membership, we were able to take a look at your membership. The reason why the Club Staff informed you to wait to cancel your membership was because you were in a 12-month commitment until 09/17/2024, which would have required a $58 buyout fee. The cancellation policy states to cancel the membership before the 10th of the month to avoid further monthly charges on the 17th. Since the membership dues withdraw on the 17th, the monthly fee would have been charged like normal on that date, giving you access until 10/16/2024. It looks like the General Manager, Samantha, noted your account that she would waive your $58 buyout fee as a courtesy upon cancellation, which was done on 09/17/2024. We can assure you that you will no longer be charged your membership dues for this membership account. If you would like further review for your wife's membership account, please email us at Help@excelfitness.com so we can assist.
Thank you,
EXCELFITNESS
Building communities through fitness
excelfitness.com
1901 W Braker Lane, Ste 400, Austin, TX 78758
an independently owned and operated Planet Fitness franchisee
with clubs in TX, NC, OK, AR, VA, MO, UT
Initial Complaint
09/10/2024
Complaint Type:
Billing Issues
Status:
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.
taking out of my savings without permission cancelled my membership and taking money out with out letting me know about it unfair tactics and i want a refund.
Business response
10/03/2024
Hello Mark,
After reviewing your membership, we can confirm that your membership was cancelled on 08/26/2024. No further charges will be withdrawn for this membership. It appears that the refund has been denied at this time as there is no cancellation document on file prior to 08/26/2024.
Thank you,
EXCELFITNESS
Building communities through fitness
excelfitness.com
1901 W Braker Lane, Ste 400, Austin, TX 78758
an independently owned and operated Planet Fitness franchisee
with clubs in TX, NC, OK, AR, VA, MO, UT
Initial Complaint
09/06/2024
Complaint Type:
Billing Issues
Status:
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.
I have a car accident in June 2024 at that time I contacted the club to cancel my membership since I was at the hospital and won't be able to use the gym in many months, I did what they told ** send the request in writing by email.But today they charge to credit card 86 dollars and 70 cents for renewal. I want a refund and then to cancel for goo my membership.
Business response
10/03/2024
Hello **** ******,
We have reviewed the membership information provided and have cancelled the membership as a courtesy to prevent any future unwanted billing of the membership. We are sorry to hear about the car accident sustained in June, if you would like to discuss any potential refund options with club management please feel free to contact **********************************************************************************************************.
Please let us know if you have any additional questions.
Thanks,
EXCELFITNESS
Building communities through fitness

************************************************
******* ********************************* Manager + Team Player
*******************************************************
(c) ************
(e) **********************************************************************************************************************************

an independently owned and operated Planet Fitness franchisee
with clubs in **, **, **, **, **, **, **
Customer response
10/03/2024
Complaint: 22250809

I am rejecting this response because:
I have try to get hold of the *********** without luck.
Leave a messages nrver get a response back, no matter a whst time i csll the manager is never available

Regards,

**** Karlos *********
Business response
10/03/2024
Hello ****,
We apologize for the frustration. have forwarded your message to club management.
Thank you,
EXCELFITNESS
Building communities through fitness
************************************************

*******************************************************
an independently owned and operated Planet Fitness franchisee
with clubs in **, **, **, **, **, **, **

Customer response
10/04/2024
Complaint: 22250809

I am rejecting this response because:
I have been trying for over apnth to get a refund and all I get the round around that is t he reason I file this complaint.

next step will the the state government in Austin

Regards,

**** Karlos *********
Initial Complaint
09/06/2024
Complaint Type:
Billing Issues
Status:
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.
We got a membership for my son in 2022, we cancelled after a few months and they kept on charging so i blocked them with my bank, because they kept on finding a way to get clear access to my bank. By the end of 2023 I had to completely changed the debit card connected to our bank even thou i have never given it to them. Now with a new card, a new number they are still charging my bank, so i just got the bank to change my card again, which probably will only work for a bit like before. They get UNAUTHORIZED ACCESS to my card and my bank!!!! This company is a thief institution that takes money without permission from its costumers. I see lots of complains against them, i hope we can all get some justice with these crooks.
Business response
10/03/2024
Hello Alejandra,
We attempted to locate your information in our system along with a membership using the last name, phone number, and email address provided. We were unable to locate a membership in our system as any clubs in California are outside of our franchise. Each individual Planet Fitness location is independently owned and operated. We assist and service members located within our clubs in North Carolina, Texas, Virginia, Utah, Georgia and Tennessee.
Contacting your home club where the membership was started in California would be the most ideal recommendation we can make as they will have access to all of your membership details and payment information. They will be better equipped to assist with processing any cancellations or refunds towards the membership.
Thank You,
EXCELFITNESS
Building communities through fitness

excelfitness.com
Rodrigo Fernandez | Call Center Manager + Team Player
1901 W Braker Lane, Ste 400, Austin, TX 78758
(c) 253.314.2795
(e) rodrigo.fernandez@excelfitness.com

an independently owned and operated Planet Fitness franchisee
with clubs in TX, NC, OK, AR, VA, MO, UT
Initial Complaint
09/05/2024
Complaint Type:
Product Issues
Status:
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.
I have been member of planet fitness since 2020 only went 1 time I got deployed so was not able to cancel and have auto renewed for 3 years i am requesting my money back I have not got to attend and I canceled last year was told I would receive money back of ************************************************************************************** collect my funds I did not get use service but 1 time outta 3 years
Customer response
09/03/2024
***********************************************************************************
Business response
10/03/2024
Hello ********,
We have received your request of a $700 refund due to not utilizing the membership. The membership was cancelled in December 2022. The refund request has been reviewed and denied by the club General Manager, as memberships are not based off of usage but by a month-to-month contract that continues until the membership is cancelled. The cancellation policy is outlined in the contract of needing to cancel the membership in-person, or by certified mail, by the 10th of the month to avoid further monthly charges. In instances where our Military members are deployed, we do offer a membership cancellation with deployment paperwork.
We don't see any documentation or notes of this on the account. If you have further documentation that you would like for us to review, please email *****************************************************************************************************.
Thank you,
EXCELFITNESS
Building communities through fitness
************************************************
*******************************************************
an independently owned and operated Planet Fitness franchisee
with clubs in **, **, **, **, **, **, **

Customer response
10/04/2024
Complaint: 22228000

I am rejecting this response because:

Regards,

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

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