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Business Profile

Gymnasium

Planet fitness

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Gymnasium.

Complaints

Customer Complaints Summary

  • 7 total complaints in the last 3 years.
  • 2 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/29/2025

    Type:Billing Issues
    Status:
    Unpursuable
    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 am writing to formally express my deep disappointment and frustration following my recent experience at the Planet Fitness location in **********, ** on Monday, July 28, 2025, at approximately 3:30 PM.Upon entering the gym, I scanned my valid Black Card Membership. I was promptly stopped by an employee named *******, who informed me that I would not be permitted to work out unless I added a backup credit card to my account. Surprised, I asked if I had an outstanding balance. He clearly responded that I had a $0.00 balance. However, he insisted that access to the gym would be denied until I added a backup form of payment, it's a requirement.I asked, So even though Ive paid consistently since 2021, have no balance due, and have never had an issue at any other Planet Fitness location, Im being denied entry because I dont have a backup credit card on file? ******* replied, Yes maam, thats correct. He even suggested that I cancel my membership if I didnt want to comply, which I found incredibly dismissive and unprofessional, especially considering Ive been a long-standing, loyal, and on-time paying member for over four years.The updated contract from June 2025 clearly states the following:IF you provide us with more than one method of payment, you authorize us to charge any amounts you may owe us... This language makes it clear that a backup method of payment is optional, not mandatory. I left the gym feeling frustrated as I was denied ********** Remedies: Given the treatment I received and the violation of trust and fairness, I am requesting the following possible resolutions:First, a formal written apology from the club or franchisee management acknowledging this incident and the misleading interpretation of membership policy. A full refund of my most recent membership payment. If an apology isnt not provided, the opportunity to cancel my membership without penalty and written confirmation that no further charges will be made to my account.

  • Initial Complaint

    Date:07/16/2025

    Type:Service or Repair Issues
    Status:
    Unpursuable
    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 this location to cancel my membership. Per their advertisement when I initially joined there was no cancelation fees or issues. Ultimately cancel anytime. I went today to cancel and they wanted me to sign something that stated there would be a minimum cancelation fee. I would have not joined if this was the case. I have been dealing with health issues that have prevented me from going to there gym. I should not have to allow them to charge me again or produce a letter from my doctor to cancel. I have placed a stop payment through my bank for any future charges. But I do not want to receive bills or it being put on my credit. I am not asking for the months I have already paid. I just want to cancel my membership. It should not be this difficult

  • Initial Complaint

    Date:02/09/2024

    Type:Billing 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.

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

    ********** ** 30291

  • Initial Complaint

    Date:08/21/2023

    Type:Product Issues
    Status:
    Unpursuable
    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 contacted the business on two different occasions to get my account resoloved for over charges, I received a response back that I will not get refunded the over charges

  • Initial Complaint

    Date:06/15/2023

    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.
    ***************************************************************

  • Initial Complaint

    Date:06/13/2023

    Type:Billing 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.
    My home location is *******************************************************************

    Business Response

    Date: 05/09/2023

    At this time, with the information provided, we are unable to locate an ****************************** is franchised, and we only have access to records for locations in our franchise. If you can provide your home location, we would love to look into this further and point you in the right direction if necessary. 

    Business Response

    Date: 05/11/2023

    I apologize for any confusion. I meant which Planet Fitness location did you sign up at?

    Thank you for your help in this. 

    Customer Answer

    Date: 05/12/2023

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    [My home location Planet Fitness is ***************** in ********** .]

    Regards,

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

    Business Response

    Date: 05/15/2023

    Unfortunately that location is not part of our franchise so we are unable to access your account information or make any changes to your account. You will need to reach out to your home location or their franchisee for additional help. I sincerely apologize that I am unable to assist any further. 

  • Initial Complaint

    Date:09/28/2022

    Type:Billing Issues
    Status:
    Unpursuable
    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 paid for a membership with Planet Fitness June 2021. I was told there was no contract and I could cancel anytime. I had reoccurring monthly payments debited from my business account with Truist. I did not opt-in for Auto-renewal after one year of membership per the Planet fitness app. As of Jun 2022 this year Planet Finess in **********, ** auto-renewed my membership anyway without my authorization. I was overcharged a different amount for the monthly membership and an annual renewal fee. I attempted to cancel several times by ************** but Planet Fitness made it inconvenient by insisting that it could only be done in person or via mail. During my in-person visit, I found out they were also charging me late fees on this membership as though it was financed (potentially unlawful). Planet Fitness has overdrawn my Truist business account with additional fees attached after several attempts to debit my business account that I was not using at the time between Jun-Sept 2022. I was finally able to walk-in and cancel this membership with a very rude & incompetent young male representative who did not have good customer service skills. I am currently stuck with fees which I am working with my bank to have reversed. I have also filed complaints with the ********** to alert other customers they may be potentially scamming out of money!

Planet fitness is NOT a BBB Accredited Business.

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