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Business Profile

Fitness Center

Planet Fitness

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fitness Center.

Complaints

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

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Planet Fitness has 33 locations, listed below.

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    Customer Complaints Summary

    • 43 total complaints in the last 3 years.
    • 23 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/22/2023

      Type:Product Issues
      Status:
      Unanswered
      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 was a black card member of the planet fitness in ***********. I went to the ******** planet fitness. After leaving they sent me an email for a review. I answered honestly i would not recomend the ******** Planet fitness to anyone because i had been burglarized there and the manager did nothing. So i sent the review planet fitness had asked for. The next day they called and said they cancelled my membership. I want a refund of the $26.58 they took from my bank account 4 days previous amd the$49 annual fee. For a total of$75.58. Canceling my membership for a bad review is ridiculous

    • Initial Complaint

      Date:08/17/2023

      Type:Order Issues
      Status:
      Answered
      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've been a member of Planet Fitness for many years. I have a friend that wanted to exercise with me so I upgraded my membership to Black Card so I could bring them to the club. My friend liked it so much that they joined also. Not needing the Black Card membership anymore I tried to cancel that portion of my membership. I was told that they would charge me $68.00 to cancel. This was not told to me when I upgraded. I can cancel my membership for free and will if this problem is not resolved. I've tried to contact manager and have heard nothing.

      Business Response

      Date: 08/17/2023

      I just spoke to the manager, and you are able to downgrade free of cost. She tried calling you but the number on your file did not go through, and the number on this complaint is missing two digits. She is going to email you now regarding your membership. 

    • Initial Complaint

      Date:08/09/2023

      Type:Billing Issues
      Status:
      Resolved
      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 both my kids membership over a year ago and am still receiving occasional charges. I received three charges of this year 2023. 1st charge was on May 24, 2023 of $10.64 2nd charge of $41.68 on July 29, 2023. And 3rd charge $25.64 july charge.

      I have called and went in person for a second time trying to figure this out but am still being charged. With regards to the new charges of 2023 I have called the business and spoke to a woman(Tracy) and was told to call back on Wednesday after 9am to speak to her manager Dray. I’ve tried using same number( to call but it is now out of service which is alarming.
      Phone number of business on website is **********

      My two accounts I cancelled were for my sons named ****** ******* and ***** ******* with payment card number ending in ****.

      My son ***** ******i has since activated his own membership with his own payment information.

      I need someone to help end these charges and reimburse my card on file.

      Thank you
      **** ****

      Business Response

      Date: 08/10/2023

      After looking up your son's account, I do only see ****** one membership that is active. It looks like when he signed up, he put your card a secondary form of payment, and as you can see from the document I have attached. I have also attached his invoice history, that shows when we are unable to pull it from the primary form of payment, we will take it off the secondary form to avoid overdraft charges and late fees, which is your card on file. These are accurate charges and can not be refunded. 

      Customer Answer

      Date: 08/12/2023



      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:07/19/2023

      Type:Billing Issues
      Status:
      Answered
      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.
      several attempts to cancel membership with the facility, have not felt comfortable since an incident in the news regarding the facility and management. initially speaking with a rep, I was told that I have to physically come in to cancel or mail a letter. After sending a letter to the facility and receiving additional charges for May and June, I contacted the facility again, I was directed by a rep, that a request could be e-mailed. I then preceded to email with no prevail. My membership had not been canceled and I now received a $43.00 annual fee and two additional monthly fees of $10.00 for June and July. I continued to receive error messages from the attempted e-mail that went with the domain of ignite, after another failed attempt to cancel my membership with ********* planet fitness, I decided to look up the ****** domain which brought me to the ****** ** page with a main web address in which I forwarded the initial email. With no notification via e-mail regarding the cancellation, I then went into the club to facilitate the cancellation of my membership, I was told that there was new management, that she did not receive a letter or email regarding the cancellation, and that my membership would not be processed until August, and I will owe another $ 10.00. Expressing my frustration, I was directed by the manager to contact *** ********* for any billing issues. When contacting *** ******** which is a 3rd party that handles billing for the company, and after being disconnected the first time and on hold the second time for over 10 minutes, I was instructed to contact the facility, and that *** does not handle billing issues with members. After contacting the facility again, I was told, nothing could be done, and asked to speak with higher-level management in charge of resolving issues, I was told this info could not be given. This appears to be a trend with the organization in having members jump thru hoops to cancel membership while continuing to charge them.

      Business Response

      Date: 07/20/2023

      I just looked up your account, and it shows that it was cancelled on 7/12 and you will not see anymore charges. I have attached the cancellation that shows that

    • Initial Complaint

      Date:04/12/2023

      Type:Order Issues
      Status:
      Unanswered
      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 had an account with planet in **. In October I moved to ** and canceled my membership. I called and was told to come in, I let them know I had moved out of state and could not drive the 10 hours back to cancel and they accommodated. My monthly fees stopped coming off of my still active credit card 10/2022. 4/3/2023 I received a phone call telling me I owe 260+ dollars and needed to pay or be sent to collections. I was confused and explained the situation as I had before. The employee said they didn't see my cancellation in the system so "i didn't do it." Insisting I come in to cancel, I again explained I live 10 hours away, he spoke to his manager who offered to cancel over the phone, the same thing that transpired in October. After being told again I need to pay for a membership that shouldn't have been opened I asked to speak to the manager myself. I was informed Julie was too busy to come to the phone and all she could do was waive a couple late fees. I was beyond mortified. The employee stated she could call me back in an hour so I left my information, an hour passes and no call, so I call back for the manager and she has left for the day. 4/4/23 I call back and the manager is out for two weeks and her cover manager has left for the day. 4/5-4/7 I call back daily at varying times and they are always to busy to speak or have left for the day. 4/7 the employee give me a phone number for who he stated was "like corporate who can 100% help me" but it turns out was just a third party billing vendor. I let them know and they inform me that they can no and i need to call the location itself. 4/10 I call again no manager. 4/11 I receive a call from Kian - not a manager. Just asking me to pay. Kian also informed me I was mislead all week as they have not received any cover managers except for 1 day. Messages left for Jesenia and Kevin to call me back went ignored. 8 days later with multiple threats of collections and no one to speak to regarding the matter.

    • Initial Complaint

      Date:02/17/2023

      Type:Order Issues
      Status:
      Answered
      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’ve called, emailed and even went to the establishment in March of 2020 to cancel and they confirm the cancellation but continue to ach my account. I have not been to this gym in years and they refuse to end my membership. They need to stop aching my account immediately or I will be forced to take legal actions.

      Business Response

      Date: 02/27/2023

      Your account has been cancelled and I have attached the cancellation document. 

    • Initial Complaint

      Date:02/02/2023

      Type:Billing Issues
      Status:
      Answered
      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.
      On or about December 23,2022 I signed up for a gym membership at Planet Fitness in ********* ** for my winter break from college.

      On December 27 I was charged 32.57.

      On January 14 I had to cancel my membership to return to college out of state. I was told I wouldn't be charged again and I cancelled in time.

      I used the membership not even 3 weeks and I was charged again for $26.67 on January 31st. . I had my bank reverse the charges. They did and now I am being charged a late fee of $15 on top of that. Sending me texted bills $41.67 total.

      So they are charging me almost $74 for a 3 week membership after telling me there only be the first charge.

      They lied to me, I would like the $41.67 cleared off my account.

      This business follows deceptive business practices and I hope BBB can help me.

      Taking advantage of college kids is disgusting. My gym ID# is. **********

      Business Response

      Date: 02/06/2023

      Since you cancelled on 1/14, the staff should have told you that you would still get billed on the 17th per the agreement you signed. But, since the staff told you otherwise, the manager will be clearing the $41.67 and you will not see any charges. 

    • Initial Complaint

      Date:12/19/2022

      Type:Order Issues
      Status:
      Answered
      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.
      For the life of me, I cannot get Planet Fitness to cancel my membership. I haven't been able to get into the gym since March, my last check in was February, and I keep getting charged. I've tried calling, no use, and tried having my bank card locked, it's a "pre-authorized" charge. I am at a complete loss to getting this cancelled.

      Business Response

      Date: 12/29/2022

      We are sorry you have been having trouble cancelling your membership, I will get his cancelled out today.

    Planet Fitness is NOT a BBB Accredited Business.

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