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Planet Fitness complaints

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4 Liberty Lane West
Hampton, NH 03842 | Get Directions

(603) 750-0001

https://www.planetfitness.com/

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Total Amount in Dispute:
$7,699.00

Total Amount Settled:
$120.00

Complaint Experience

12%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Complainants allege billing disputes or misunderstandings concerning contract terms and conditions such as: cancellations; renewals or moves out of the service area.~~The company responds to complaints by explaining the contract provisions or in appropriate cases by issuing credits or making refunds. The company gives adequate consideration and responds to complaints in a reasonable manner.

Complaint Closing Statistics

59 complaints against Planet Fitness closed in last 3 years.

Complaints	Type of response
1	Making a full refund, as the consumer requested
0	Making a partial refund
4	Agreed to make an adjustment
0	Refusing to make an adjustment
2	Refuse to adjust, relying on terms of agreement
52	Unanswered

59 complaints against Planet Fitness

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5/1/2024

RESPONSE: Complaint was not answered Amount in Dispute: $0.00 Amount Settled: $0.00

Customer Complaint

4/4/2024

I hadn't been to the gym in a month because I sprained my ankle and wear a walking boot. Today was the first day I felt strong enough to actually do a workout at the gym, so I put my physical therapy bands and equipment in a small bag and headed out. From the moment I got there the assistant manager was on my case. She demanded that I fill out the visitor form even though I already had. Then she wouldn't let me finish my workout. When I had 8 minutes left on the bike she demanded I stop my workout so I could put my tiny bag in my locker. I explained to her that it would prevent me from finishing my workout and was about to use it to do my physical therapy. I'd pointed to my boot. She didn't care - I needed to go to my locker in between exercises to remove the bands or I could leave the bands out (even though that would have been more of a fall risk than simply placing a bag in a corner). The policy applied to everyone, even people who were handicapped and would be hurt by a pedantic and unsympathetic application of some policy. Resolution Sought Apply a little nuance and sympathy when considering how to apply policy to handicapped individuals.

4/16/2024

RESPONSE: Complaint was not answered Amount in Dispute: $25.05 Amount Settled: $0.00

Customer Complaint

3/21/2024

I went into the club to cancel my membership and was told their system was down and I had to write in and cancel it. It just so happened to be a few days before my next payment t was due. So they took my money and have not canceled my membership. Resolution Sought Cancel my membership and refund the 25.05

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