Complaints

This profile includes complaints for Planet Fitness's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Planet Fitness

  440 Boston Post Rd Orange, CT 06477-3538

• 

  Planet Fitness

  182 Kitts Ln Newington, CT 06111-4250

• 

  Planet Fitness

  855 Lakewood Rd Waterbury, CT 06704-2483

• 

  Planet Fitness

  56 Pershing Dr Derby, CT 06418-1433

• 

  Planet Fitness

  675 Main St Torrington, CT 06790-3604

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/07/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In December 2023, I canceled my membership at Planet Fitness, ****** **. location because I was moving abroad. They explained that I had the option of canceling the membership or pausing it for 2 months where I wouldn't be charged and then my membership would resume. I made it clear, though, that I wanted to cancel permanently because I was moving overseas to ****** and there wasn't a Planet Fitness there if I had wanted to transfer membership. They told me they understood and would process my cancellation immediately.
  
  My debit card was last charged on Dec 18 and I thought it was handled properly. In Jan, I moved to ****** and confirmed I wasn't charged on Jan 18. I wasn't charged in Feb either. But on March 18, I was charged the monthly rate of $26.67. However, because I was not using this bank account as anything other than a placeholder while I was living overseas, I didn't notice this transaction. They continued to charge this account $26.67 every month until I caught it in Sept.
  
  When I noticed it in Sept, I immediately contacted Planet Fitness via email. They apologized, made sure to cancel my account, and said they would process a refund for the 6 months I was charged. They did cancel the account properly and I wasn't charged again, but the refund was not showing up. I contacted the location several times both via email and phone and spoke to the manager, Dean, multiple times. Dean told me repeatedly that he was working on it but a slew of delays kept appearing that somehow stopped him from processing the refund - apparently it couldn't be handled at his level and had to be escalated. Eventually, he said he would contact his district manager directly and have him resolve it. On Oct 31, I was issued a refund for $53.34. I called Dean again to explain that I was due 6 months refund and this was only for 2. Again, he said he would take care of it, but after 2 months, I still haven't received my full refund. I feel that I am owed another 4 months - $106.68.

• Initial Complaint

  Date:01/02/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Membership #802527784
  On 12/15 I sign up a gym membership under my daughter name which had a deal that was $1 down payment and don’t pay your monthly payment till February , when I spoke with her on 12/16 she told me that she already signed up with planet fitness too , after reading the contract I sent a letter cancelling the service and I sent a certified letter on 12/17 on 12/26 planet fitness start charging my credit card with the amount of $46.67 which I dispute with with my credit card company I called today 1/2/2025 and they said that never received any letter and that are charging me the fee of $15 at moth plus the fee of not going through the payment which doesn’t much the amount they tried to charge , I think is not fair and I ask your help to fix this problem

  Business Response

  Date: 01/06/2025

  Can you please tell me your daughters name so I can look into this account?

  Customer Answer

  Date: 01/06/2025

  The nena in the account is ******* ******** and the membership number is **********

• Initial Complaint

  Date:12/06/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sometime back in May of 2024 I signed up to become a planet fitness black card member with the cost of $24.99 per month plus ** sales tax (a total of $26.67). When signing up I put down 2 forms of payments for automatic payment; the first one being the liberty bank account ending in **** and the other form of payment is a **** card ending in ****. Every month between the 20th to the 24th my **** card is successfully charged for the monthly payment. the issue is I'm being charged a $15 late fee every month with the exception of the month of May. Unfortunately, the planet fitness app makes it very hard to check or update payments or get any payment information. On at least two occasions I went into a planet fitness to resolve these issues of being charged a late fee every month. Once back in early July at a R.I. location and anther time more recently at the ********* ** location. Despite being told, by the planet fitness employee that "this will no longer be an issue, and I would stop being charged a late fee"' on today I noticed I was charged $41.67 ($26.67 plus $15 for late fee) for my monthly fee again! I'm looking to be refunded $90 to my credit card ending in ****, for 6 months of unnecessary and unlawful late fees and to stop any future late fee. There are two forms of payments on my account that are set up for auto pay every month, I SHOULD NOT BE INCURRING ANY LATE FEES! This issue has been extremely frustrating, since the planet fitness app does nothing to help with payment issues and I have already dealt with this issue multiple times in person.

• Initial Complaint

  Date:11/21/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To cancel your membership with Planet Fitness, you are required to do so in person at the gym where you signed up. I have visited Planet Fitness in ************ ** three times to cancel my membership, and each time I was told that everything was taken care of. However, the following month, an automatic payment was still withdrawn from my account.
  
  After this happened repeatedly, I had to contact my bank to place a stop payment, which cost me about $6. Today, I found out that because they have been unable to withdraw money from my account, my membership is now in collections, and I owe around $80.
  
  This entire process feels like a money-grabbing scheme, as it allows them to withdraw funds without making it easy for customers to cancel their memberships. Isn't there a more convenient way to cancel your membership without having to go through all these hoops?

• Initial Complaint

  Date:10/22/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled my gym membership with Planet Fitness in late 2021/early 2022 and my bank account has been charged a monthly fee for membership since cancelling the membership.

  Business Response

  Date: 11/06/2024

  Can you please let me know what club you originally signed up at so I can locate your membership? 

  Customer Answer

  Date: 11/12/2024

  Hi,

   

  The location of the Planet Fitness for this case is:

   

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

   

  Their phone number is ###-###-####

   

  Thanks,

   

  *****

• Initial Complaint

  Date:10/07/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  October 4,2023 I was charged $46.67 to an account Planet fitness wasn’t given. They had access to my cash app account. Which I gave them my routing and account number.
  But in August I called the ********* ** location and asked them how to cancel my membership. I am canceling due to my 45 year old boyfriend is disabled and needs to have someone next to him 24/7 and I am the only option. So I write the letter immediately and also filled out the form on the website. Asking the steps to cancel membership. No email or call back. So I wrote another letter in August and September. Since I’m seeing charges and return charges. Due to me freezing my card since I seen they were charging my account. So today they trying again and then accessed an account that they shouldn’t have. And I’m not sure how they got access to it.
  I shouldn’t be charged due to me trying to cancel several times. I call them and they won’t help and won’t return my money to me.

  Business Response

  Date: 11/06/2024

  It looks like your membership was cancelled on 10/8. See documentation attached

• Initial Complaint

  Date:09/24/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I wrote to my home gym a year ago canceling my membership and haven’t been back since. Now that I’m looking to get active and build myself back up, I am seeing that I owe more than $330 in late fees and membership fees that they have not been able to collect from me over the past year. VERY DISCOURAGING especially since I don’t have that extra money laying around. I followed their instructions on cancellation AND you can see in your system when someone is no longer actively attending the gym. How can you continue to charge if they’ve asked you to stop. I see many other complaints with a similar issue. Is this company wide or location specific, I wonder. I’d like to see the balance due waived, AT LEAST for the last 12 months since I requested to cancel my membership this time last year and I hope there is no collections impact to my credit. I will have to research that separately. This is very discouraging because I am trying to be healthier and this gym is super close and convient, it was always clean and the staff friendly. But now I can never go back. Who wants to pay more for a different gym further away (although I understand that is our right I’m just speaking to the inconvenience this causes). I saw many other reviews with cancellation complaints and I think this should be investigated. First their contract practices and second ignoring a customers request for cancellation.

  Business Response

  Date: 10/08/2024

  Unfortuantley we do not have any documentation or email stating that you cancelled your membership. It also looks like our Member Experience team has been trying to contact you regarding the payments that we were unable to take out. I can have the regional manager of your location reach out to you, to see if they can figure something out so you can still utilize your membership, or I can have them reach out to you if you would like to cancel. 

• Initial Complaint

  Date:08/23/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Planet Fitness has repeatedly charged me more than what I was promised. I was told the Black Card membership would cost $15 per month with a $1 startup fee, but I’m being charged $27 monthly and was billed around $16 for the startup. This is blatant dishonesty and unacceptable. Despite my attempts to resolve this directly, the overcharges continue. I demand immediate action to correct these fraudulent charges and issue a full refund.

  Customer Answer

  Date: 08/19/2024

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

• Initial Complaint

  Date:08/19/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to my local Planet Fitness (*** ***** *** *** ****** ** *****) to cancel my non-contract membership on July 8th 2024. The young lady at the front desk assured that I was "all set" after entering some info into her computer. I returned my tag. I was charged on August 17th for a monthly fee and assessed an additional charge. My bank instructed me to contact Planet fitness. Upon calling, I spoke with a young lady who said I would have to drive all the way to the ********* ** location to cancel membership. This was not conveyed. Now I am being charged extra fees for something I cancelled over a month ago. They have not helped and I am looking to severe all ties with them without having to go out of my way (literally). I shouldn't have to drive miles on **** to handle a single transaction which I was told was completed 6 weeks ago.

  Business Response

  Date: 08/21/2024

  I spoke to the manager at ******** and she has cancelled your membership, which is attached. I have also attached your membership agreement, which states the ways to cancel your membership and which shows that the ******** location is your home location. 

  Customer Answer

  Date: 08/21/2024

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:08/13/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a complaint against Plant fitness regarding the increase in my membership fee fro $10.64 to 15.00+. In the month of July, I attempted to change my daughter’s membership from standard to Black Card. I was told , the process can be completed on line. I did complete the process on line and the system upgrade the wrong account. This was done around July 13,2024. It updates mines and not hers. Note, I pay for both accounts. I called planet fitness and they said it cannot be done over the phone, only on the app. I told them, it is not working on the app. Then the said I need to come into the facility and see a manager. I believe , I went to the gym, around 7/25/2024 and spoke to a representative at the desk. After speaking with her and debating with her about a cancellation fee, my account was changed from Black Card to the regular membership. She informs me my fee is now 15.00 +. and not 10.64. I asked why and was informed, as of Jan 20,2024, the fees increased and since I was going from Black Card back to regular, my fee increased I asked to remain at 10.64 and she said no, per instructions from a Manager that was on the phone, the answer was also no. I strongly disagree with my fee increase from 10.64 to $15.00 +. and request it be resumed back to the original fee $10.64. I am also requesting the fee difference of the Black Card and regular fee, be refunded to me, since I was misinformed to complete the change on the app. Also I was told while at the facility, the app was not working correctly or was in the process of being updated. note, the benefits of the Black Card, were never utilized. Please review my complaint and inform me of your decision.

  Business Response

  Date: 08/23/2024

  I have to the manager and she stated she reached out to you and will be putting the membership back to $10 a month and she will be submitting a refund.