Business Profile

Fitness Center

Planet Fitness Cincinnati

Complaints

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

Customer Complaints Summary

10 total complaints in the last 3 years.
4 complaints closed in the last 12 months.

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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:05/01/2025
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.
They stated that I will be charged two months after being with them an annual fee. It’s been 34 days and they debuted my account a ridiculous charge. I want my money back and to cancel my membership!
Business Response
Date: 05/16/2025
It appears that ******** annual membership fees are processed on May 1st each year. I have reached out to her via email to share this information, along with a copy of the membership agreement for her reference. Nonetheless, a refund for the annual fee was processed on May 6, 2025.
Initial Complaint
Date:04/18/2025
Type:Order 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.
On 4/17/25 I was charged 27 dollars for planet fitness membership I had cancelled in November of 2024.
Upon calling the club I signed up with they advised you can only cancel by mail or in person and I advised I cancelled via the app. They stated you can not cancel via the app and to come in.
I told them I could not and they said to contact my financial institution for a refund. Upon logging in I see I have over $200.00 in fees due and I have no way to resolve with the club, they don’t even have a corporate number.
This is a Misleading customer experience. I did cancel in app in November and they have no record and no recourse for me to settle this with them.
Business Response
Date: 04/18/2025
I cannot find a member in our data base with this name, phone number or email. What location is this as I see it’s a ****** area code and we don’t own the Planet Fitness locations in ******.
I do know there is no option to cancel on the app. Online, in person or by mail are the three options. There is a Planet Fitness corporate number. If you ****** it you’ll see there is one. Many issues we handle originate from members who phoned corporate. The complainant can send an inquiry in on the website and put in their home location to get assistance.
Initial Complaint
Date:03/04/2025
Type:Order 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 have contacted planet fitness numerous times over the last 3 weeks to cancel my membership and to give me my money back and to not take my annual fee and they did anyway. I want my money back today!!!!!!
Business Response
Date: 03/24/2025
There is no record of cancellation on this members behalf. However, there is has been a full refund processed for the March annual fee and March monthly dues. The membership has been cancelled, and no further dues shall process. The member has been contacted both by phone and by email to relay this information further.
Customer Answer
Date: 03/25/2025
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. However don't say you processed a refund because until this you did not process a refund because the date was march 24th that the refund was processed. Not before.

Regards,

********* *****
Initial Complaint
Date:09/03/2024
Type:Order 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.
My local planet fitness (******* ***) is closed due to renovations so I was not able to go in person to cancel my membership. I was told I have to send a cancellation letter request , which I did. It has been over a month and my membership still has not been cancelled.
Business Response
Date: 09/05/2024
The complainant states she was unable to cancel her membership because the ******* ***** location was closed for renovations. Although the location was going through renovations there still was an employee on site with the doors unlocked as well as answering the phone. The club received all mail each day from the USPS. The complainant also is not a member of the ******* ***** club as she’s a member of the ******** club and this is where she would be required to go to cancel the membership per her contract. Further, We have not received a letter to cancel the membership , nevertheless as a courtesy we have gone ahead and canceled it.
Initial Complaint
Date:05/21/2024
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 cancelled my membership three plus years ago and didn’t no that they were still withdrawing this whole time until they caused my bank account to overdraft as I was switching banks. They say they have no record of me and the local branch keeps telling me to call corporate and corporate keeps telling me to contact the franchise. I want my money back and this to reflect on the BBB. I can provide bank documentation at later date.
Business Response
Date: 05/22/2024
Per the membership agreement , memberships can be canceled by mailing a certified letter or by coming in to cancel. We have not received a cancelation. Corporate never handles cancelations so there is no employee that would advise someone to call “ corporate”.
as a courtesy we have canceled the membership.
Customer Answer
Date: 05/22/2024
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, reasons for rejection are included below.
I canceled in person three years ago in person. You have been charging my account ever since and I was made aware when these said charges caused an overdraft to occur. ******* my financial institution is prepared to provide prove of unauthorized withdrawals made by your establishment. I will also note that one of your employees did direct me to a corporate number and also stated that there was no history of my membership. A full refund of my money is the only way to resolve this.
Kind Regards,

****** ********
Initial Complaint
Date:11/01/2023
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.
This business has been unauthorized to charge me for a service I’ve never used. I went into the business over 6 months ago to get this resolved and they Are still charging me after being unauthorized! When I called the manager yelled and screamed at me telling me I was wrong but yet it’s in all my bank statements.
Business Response
Date: 11/02/2023
Member has a previous balance with Planet Fitness from a prior account of 251$. The current membership needs to be canceled per the membership agreement, by sending a letter by certified mail or by coming in to one of the local Planet Fitness gyms and filling out a cancelation form. There has been no cancelation completed by the member.
as a courtesy we will cancel the membership. The balance of 251$ remains to be paid.
Initial Complaint
Date:08/31/2023
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’m a truck driver just moved back to Cincinnati my membership was continuing to be charged there is a law in **** that companies have to make it easy for you to cancel a subscription and they did not now they want to charge me for gym time and I wasn’t even in the same state I last logged in Oct 10 just came in today maybe to pay like 40 or 50 bucks she says 150 I’m like so y’all charged me a hole year pretty much and I wasn’t staying here I shouldn’t have to go in there to cancel a subscription I’m a truck driver we don’t always have time to do that now I would like all charges removed back to November willing to pay that part but not December and the rest of This year haven’t even been there and charging someone for something they are not using is like stealing
Business Response
Date: 09/01/2023
Planet Fitness does make it easy to cancel. Members can mail a letter to the club and the membership is then immediately canceled or you can stop in to the gym to cancel. Memberships do not stop billing if someone is out of town as there are 2500 locations in all 50 states and the membership can be utilized out of town. The manager that spoke to the member offered to waive a large portion of the balance as we have waived a balance previously and cannot waive the full balance. If the member pays 150$ of the over 400$ owed the membership will be reinstated.
In addition, Planet Fitness is currently piloting in many states the ability for members to cancel online or on the app. Once the pilot is complete it’s my opinion it will be available in all 50 states.
Customer Answer
Date: 09/11/2023
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, reasons for rejection are included below.

I don’t want them to reinstate nothing I want it canceled they should have been had it set to where you can cancel your membership online per ***** law 2 years ago for customers to be able to cancel an app or membership easily so this would not happen

Regards,

****** *****

Business Response
Date: 09/12/2023
Membership is canceled. Existing balance has been sent to our Accounts Receivable as stated previously the member had an existing balance waived prior to this issue for NON PAYMENT.
Customer Answer
Date: 09/12/2023
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, reasons for rejection are included below.

I don’t want anything active with this company I am with the **** A company that has it set to where if I leave state it cancels and I just pay what I owe Planet fitness are going to have a class action soon they’ve already been still making people come in or send letters I don’t care what the other states do I’m from **** and state law is that you must make it easy to cancel if there is an app now I would like to pay for the 1 month I had and to discard this account it’s not hard to make a cancel button you all are just moderate thieves
Regards,

****** *****
Business Response
Date: 09/13/2023
Again you do not have an active membership with Planet Fitness. Both memberships you opened and failed to pay dues on are canceled and balance due remaining due.
Planet Fitness makes it very easy to cancel by simply stopping in or dropping a letter in a mailbox. Even someone traveling out of state can find a mailbox. The **** policy of not paying if you go out of state is a new one to me. I called **** and they stated that is not accurate.
Customer Answer
Date: 09/13/2023
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, reasons for rejection are included below.

See how quick you just lied online I said they will cancel it after a month in lame in terms if you do not pay your bill make sure you look at the attachments now make sure you call the **** again and ask the proper questions. Next there should not be 2 accounts at all don’t know how they did that and proceeded to charge on both that sounds like fraud to me not only did they know I was no longer attending their gym but they kept both accounts going as to where I can only see one and the app shows the last time I can there if you want a screen shot of that like I said before all someone has to do is go to the news in **** and start a class action I’m sure this company has done this to a lot of people in other states liars and thieves
Regards,

****** *****
Business Response
Date: 09/14/2023
We have responded to the complaint. Planet Fitness has a simple cancelation policy.
Memberships don’t auto cancel if a member doesn’t use the club. Very similar to someone who leases a car and doesn’t drive it for a few months, someone who has cable tv and doesn’t watch cable, the payment must still be made.
The complainant’s membership is canceled and won’t incur any further charges.
Initial Complaint
Date:06/13/2023
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 attempted to cancel this membership so many times I've actually lost count and yet planet fitness is still racking up membership fees.

I've called, sent emails, and even went into a location still nothing. When I send an email I am told I have to go into the club even though I was able to sign up without ever having visiting one. When I went into the club I was told I needed to contact customer service because the system wasn't allowing the rep to cancel. It is a revolving door.

I haven't stepped foot into one of these clubs in well over a year give or take but for whatever reason plant fitness has me with a balance of over $400+ dollars. I'm not paying. I've tried to cancel and you all are making this as hard as possible. I want the balance adjusted to $0 and the membership cancelled asap.
Business Response
Date: 06/13/2023
To cancel a membership per the membership agreement it must be done via in person or by simply mailing a letter to the home club. On the membership agreement in bold letters is, “ membership cannot be canceled via email, fax or by phone. There also is no record of the member coming in to cancel. If a member comes in a club to cancel we cancel the membership and it takes literally less than 30 seconds. No one has ever come in to cancel and was refused!
In looking at the membership it is canceled currently because of non-payments in excess of 400$. There will be no further charges however the balance will remain with our Accounts Receivable.
Lastly, the member makes a good point about being able to join online and not able to cancel online. We are currently trialing that cancel online in 8 states and hope to roll it out to all 2500 Planet Fitness locations soon.
Customer Answer
Date: 06/13/2023
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, reasons for rejection are included below.
Just because you don't have a record of something happening doesn't mean it didn't happen.
I came into the gym and requested a cancellation, as I explained the person at the desk said he was unable to cancel the membership and that I should contact customer service or come back another time. My time is valuable I am not going to chase Planet Fitness down to cancel a membership because you all have integrated a cancellation policy that "requires" someone to do it in person so they can be talked out of it.
I am not giving you all a dime, I haven't been to planet fitness so no services have been rendered. On top of that I asked that the membership be cancelled on multiple occasions. I have record of my repeated requests for cancellation via website and email after being told I when in person there were issues cancelling.
The entire basis of accepting a mailed letter to cancel but not an email or phone call is setting your company up for a lawsuit. Also my membership was month to month and was not any sort of commitment. The real question becomes why with a month to month commitment and no payment are you all continuing to bill and uphold membership? My guess is to manipulate your consumers into large account balances without actually having have used your service.

Regards,

******* ****
Initial Complaint
Date:09/13/2022
Type:Service or Repair 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 selected the 41017 location and it keeps reverting to this other location. I visited this location for one day. I was convinced to sign up for a week no commitment pass because it was cheaper than a single day. I made them aware that I lived in New Jersey and only needed use of this facility for one day. Now when I try to cancel they refuse to and tell me I have to go to the location. I'm not driving to Ohio for this nonsense when they can just click a button and cancel my membership. I visited the local location in New Jersey they tell me I have to transfer to their location but their system won't allow it for 3 months. Absolutely ridiculous. these people will do whatever they can to scam you into giving them your information so they can auto draft and steal from your bank for unused services that they refuse to cancel.
Business Response
Date: 10/06/2022
***** signed up for the Black Card membership at the Ft.Wright Ky location. The membership has absolutely no commitment and can be canceled anytime by mailing a letter. This membership permits the member to use all ~2500 Planet Fitness locations in the US including the one in his hometown in NJ. ***** is afforded all membership amenities in NJ as he has in KY and per the membership agreement can’t be transferred until the member has been at the club they joined for 90 days. I should note there is one restriction that could be enforced in NJ that only allowed the member to work out ten days per month until it’s transferred to that club.
If the team at Ft Wright KY failed to relay the above information to ***** we apologize as the above 90 day transfer policy rarely is an issue and is sometimes overlooked. Planet Fitness has 17 million members in the US and the most successful fitness center in the world. Also, the franchise group that owns and operates the location ***** joined is a hugely successful gym whose employees are not on commission and would have no reason to sway ***** to join or do a day pass I would guess they were just trying to give him the least expensive option.
If ***** intends to utilize the NJ Planet Fitness I would ask him to consider keeping the membership and transferring it when the 90 days is up. As stated above he can get full use of the membership in NJ. My franchise group knowing ***** was transferring in wouldn’t enforce the 10X a month policy , I am not sure what the NJ franchisee would do. If ***** doesn’t wish to do that I will cancel the membership immediately for him today. I just need a reply back as to if ***** wishes us to cancel it in KY for him and we will save him the time to having to mail a letter.
Customer Answer
Date: 10/06/2022
Better Business Bureau:

Yes please cancel and refund. I have a gym membership in NJ already and as I explained to them on the phone, just need to cancel as it was a single day I needed to be there.

Regards,

***** *** *****
Initial Complaint
Date:08/10/2022
Type:Service or Repair 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.
My ***** ****** *** case fell down into a cardio machine (stair stepper) at the planet fitness ********, **** location around 1 month ago. I was advised I had to wait until a maintenance person came to look at the machine. After following up several times I was advised by an employee that they were not found. I have not been able to use the product since I cannot charge them. I requested to speak to the manager which I have not been able to contact. I have also emailed corporate with no response.
Business Response
Date: 08/10/2022
******* , phones and other devices fall into machines occasionally and most times we are able to retrieve the items and get them back to our members. In this case our manager and technician thoroughly checked and were unable to locate the item. The member has been advised of us unable to locate the item via phone and email. If we were able to locate the item it would have been returned to the member immediately. We are sorry the item wasn’t found. The manager worked 9am-7pm Monday thru Friday and his name is Jake. I am unsure why he would not be reachable. He has been there every weekday for the last 6 months.
Customer Answer
Date: 08/10/2022
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, reasons for rejection are included below.

I did not receive a phone call or email regarding this. I had to ask the front desk workers each time I went into the gym. I was also told the managers name is Tiffany.

Regards,

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

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Planet Fitness Cincinnati is BBB Accredited.