Planet Fitness

I just checked my account with my financial institution and have realized that you guys have been charging double what I signed up for for the Planet Fitness black card, which was supposed to be $25 a month. I am currently getting charged almost $46 every single month, and the charges changed in November, I believe.

I want a refund or credit for the amounts paid over what was supposed to be taken out.

Otherwise, I will be canceling my membership, filing a complaint with the Better Business Bureau, and sending my evidence to my attorney of what I signed up for the price and let them hash it out with your legal team. I do have screenshots of the original price and what I should be paying every month.

I had a very negative experience with Planet Fitness (Copperfield location). I was charged for a membership that I never signed up for and never authorized.

When I noticed the charges on my savings accountwhich I dont check oftenI immediately contacted them. I asked for a copy of a signed contract, and they refused to provide any proof that I agreed to a membership.

Instead of taking the situation seriously or considering the possibility of unauthorized charges, they were dismissive and denied any responsibility. They also refused to issue a refund.

This experience was extremely unprofessional and raises serious concerns about their billing practices. I would strongly advise others to monitor their accounts closely if dealing with this location

My concern is that I see you debited my account today, 2-27-2026, for $49.00. I have not received anything from you regarding a new annual Black Card renewal. I would rather restart my membership by joining with the $1.00 and $15.00 monthly payment and making my exercising at the Hyde Park location.

I don't want to renew the Black Card. I just want the regular card. I want my monthly payment to be $15.00 per month. Please reverse and make/correct the change.

Your cooperation and understanding will be greatly appreciated!

I await your reply back ASAP!

Regards and thanks,

Sherlyn McDonald

773-793-****

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Multiple employees ask me for my eyewear for tanning even though I have showed it to one individual in the same visit this to me seems like harassment. Also, they do not communicate amongst one another I have came several times where they had me waiting for services and booked someone else ahead of me.

Also the tanning beds always have bulbs out even when I have brought it to management attention. They still do not get these corrected.

If theyre taking all of the members money for the memberships, they should be running an operating the gym with working and functional equipment. There are always socializing at the front desk and not attentive to addressing any customer concerns or issues and most times they have a bad attitude.

I have been a long-term member of Planet Fitness Stamford (Harborview), CT, and I am extremely disappointed by how a simple and reasonable request was handled regarding the gym closure for renovations.
Timeline of Events:
No Notification of Closure:
The club was closed for renovation from late September through early November 2025. I received no email or notification regarding this closure.

I discovered the closure only when I arrived at the gym in late September or early October and saw a note on the door stating the club would reopen in October.
Initial Inquiry and Assurance:
In late October, I called the club to ask about the reopening date. A staff member informed me the renovation was delayed until November and assured me I could request a refund or credit once the gym reopened. She even noted this on my account.
Multiple Attempts to Contact the Manager:
After the gym reopened, I visited the front desk to request my refund. I was told I must call the club manager, Tiffany, at a number that required a transfer.

My first call reached a staff member who said the manager was unavailable and asked me to call another day.
Interaction with the Manager (Nov 25, 2025):
When I finally reached Tiffany:
She refused to issue a refund, stating a membership credit might be possible but only if I came in person for verification, despite having my profile and photo visible on her screen.
She insisted that an email about the closure had been sent, which I never received and later confirmed did not exist.
She could not verify me over the phone, which felt unreasonable given that all identifying information had already been provided.
Retaliation After Feedback (Nov 26, 2025):
After leaving honest feedback through the automated survey, I visited the gym in person. Tiffany informed me that only her supervisor could now handle the matter, refused to provide contact information, and told me I would need to wait 1-2 weeks to be contacted with no clear next steps. This approach felt dismissive, unhelpful, and inconsistent with the stated customer service standards of Planet Fitness.
Summary:
My request was straightforward: a refund or credit for two months during which I could not use the gym due to renovations about which I was never properly notified. Instead, I experienced inconsistent information, dismissive behavior, delays, and unprofessional treatment following honest feedback.
Impact:
This experience has been extremely frustrating and disappointing as a loyal, long-term member.

It is unacceptable that a major fitness chain would handle a simple refund request in such an obstructive and unprofessional manner.
Desired Resolution:
1. Refund or membership credit for the months when the gym was closed.
2. Clear contact with district/regional leadership to escalate and resolve the matter.
3. Review and improvement of customer service and escalation procedures at this location.
Actions Taken (for transparency):
To ensure this issue is properly reviewed, I have taken the following steps and am currently awaiting responses:
1.

Submitted a formal written complaint to Planet Fitness' Head of Customer Experience.
2.

Filed a complaint with the Better Business Bureau (BBB).
3. Filed a consumer complaint with the Connecticut Department of Consumer Protection.
I am sharing this information so that other members who may face similar situations understand their options and can protect their rights.