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

  166 Grove St Franklin, MA 02038-3171

• 

  Planet Fitness

  2 Hampshire St Ste 302 Foxboro, MA 02035-2896

• 

  Planet Fitness

  21 Apex Dr Marlborough, MA 01752-1884

• 

  Planet Fitness

  215 W Central St Natick, MA 01760-3775

• 

  Planet Fitness

  715 Crescent St Brockton, MA 02302-3363

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:06/20/2025

  Type:Product 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 3/6/2025 I joined the Classic Plan at Planet Fitness, ****************************************************** *************). Three very inexperienced employees attempted to assist me. None knew what they were doing. They mistakenly took $59 membership fee out of my checking account (which is my social security that I live off) then attempted to cancel the transaction. No one knew how to cancel the transaction. I have *************************, which pays for gym membership. I gave them the Fallon card to set up payment.$59 plus the monthly charge of $15 has been taken from the *************** card. No one knows how to refund the $59 also taken from my checking account. I paid $59 membership twice. I have since been calling trying to get reimbursed to no avail.I quit the gym on 5/6/2025 to be effective 5/16/2025. I reminded the manager I am waiting for the $59 reimbursement to my checking account since funds were also taken from the ****** account. She said she would handle it. I called on 5/29/2025 & 6/6/2025 & left messages for manager to call me. She never did. I called on 6/18/2025 and manager said she was going to a meeting and will talk to her manager and call me back later. She never did. She gave me a number to call and said, "good luck trying to get someone to talk to". The person said that facility should reimburse me directly.What is next step to get reimbursed $59 taken from checking account? Manager would not give me name of her manager or the franchise owner.Thank you.******* ***********

  Business Response

  Date: 07/14/2025

  Hello,

  Thank you for bringing this to our attention. 

  We have identified the $49 charge that was deducted on 5/1/2025 and have submitted a refund. 

  This will be returned to the account on file within 5-7 business days. 

  Customer Answer

  Date: 07/15/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

• Initial Complaint

  Date:06/06/2025

  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.

  I enrolled my son in a membership at Planet Fitness for a bitthday present, April 2024. What I thought was the concord location was the ***** location. I called ocer a half dozen times to managers, both from ******* and Autumn the manager in *****. ***** has switched this over to the other location. My son has been denied access to the Concird Pmanet Fitness, saying my account is cancelled. Salems computers say its open. Not only that my son is a homeless vet and uses it as a resource to work out and shower. Hes respectful and kind and was humiliated. I have been pay I nh Planet fitness for a year and just got charged another $49.99. In addition to that fee, they deduct monthly fees from ypur checking account. It was directly entered to the online portal. My viza debit off the same account is sexondary. All this time they charge me for the month and a fee to draw off my debit. So i have a $20 late fee in addition tp the monthly planet firness fee. It totalls 45 a month. My son cannot use his membership because the staff is incompetent and cant resolve the issue. My son has been there a total of 4 times this past year, mainly because I t8ld himbi pay for it and hes just walked by tbe front desk. This is a fonancial burden on me. So farbthis year I have paid over 500 to Planet fitness. I even called corporate and was told the local franchise deals with their own problems. I tried stop payment at my bank whick costs $25, but my bill would still pile up for the gym charges. It has not been resolved in any way. I tried calling every single time Im charged. I want to be refunded all the fees Planet Fitness has charged me. Their incompetence as a business is undeniable. Not only that they have discriminated against my son **** *******. I have spoke to numerous people. And will be speaking to Autumn once again today. Im asking for resolution, be refunded and cancell tbis membership forever 5

• Initial Complaint

  Date:04/01/2025

  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 have uploaded my cancelation form from Planet Fitness dated 3/27/25. This form was filed out in person at the club. Their associate assured me no further debits would happen. Today is 4/1/25 and I have a debit from Planet Fitness on my account. Then I receive a robocall from their billing office alerting me to a "problem with my billing account that could interrupt my membership status". Since I was assured my membership status was "canceled", this is confusing to me. Not to mention the fact that I've been trying to quit this gym for over a year. They make it nearly impossible to cancel a membership. In my opinion, that's a terrible business model. But I'm sure they make A LOT of money this way. I just want my membership canceled. I don't need a refund. I don't ever intend on stepping one foot in a Planet Fitness as long as I live.

  Customer Answer

  Date: 04/11/2025

  I have not heard from the business in response to my complaint. As I understand Planet Fitness is not BBB accredited. From what I've read in social media sources there have been several complaints similar to mine filed over the years with no response from the club. It's my hope they simply drop the matter, cancel my membership, and we can all move on. 

  Business Response

  Date: 04/16/2025

  Hello,

  Thank you for bringing this matter to our attention. 

  We can confirm, this membership has been canceled and the last payment attempt would be the $23.07 that came out on 4/1/2025. This payment was overdue from 3/17/2025 and re-attempted by our billing department. 

  We believe and hope this considers this resolved. We also hope that, if the member needs change, we can welcome back to a Planet Fitness and provide an exceptional experience. 

  Customer Answer

  Date: 04/17/2025

  [A default letter is provided here whiccates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:03/18/2025

  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.

  This is in regards to my membership with Planet Fitness. As of 03/01/25, I was charged an annual fee for the membership, prior to this I had contacted the 800# and requested to have my membership put on hold or paused. I was told that had to be done in person or by certified mail. I was unable to go into the location or send a certified letter by the next billing cycle (within a few days) so they proceeded to charge me. I again called the 800# and asked to cancel or pause my membership being that I wouldnt be able to go into my home location and I requested they cancel my membership. I was told over the phone that they would escalate my case#, however, they did not confirm cancelling my membership. Less than a week later, I was charged a monthly membership fee and Planet Fitness had yet to follow up with my re-escalation case. I have a Black card membership which allows me to go into any location in the country, yet, to cancel my membership I have to go to the exact location I signed up at. This is one red-flag in regards to predatory business practices. Planet Fitness also does not seem to have correct records in regards to updating memberships online which makes things even more confusing. I log-in and see that my home club is in one location and membership is cancelled (as shown below). I understand that it is in the contract to cancel membership with the home club in person, however, that is ensuring that ********** individuals w/ lack of transportation and those out of town have no way of cancelling their membership and are trapped into this recurring charge. I understand that Planet Fitness is an individually franchised business and it is at the owners' discretion in dealing with these issues, however, this is clearly a predatory business practice that is in all Planet Fitness contracts. As of today, after calling multiple times in the last 2 weeks they have now cancelled my information and I am seeking a refund.

  Business Response

  Date: 04/16/2025

  Hello,

  Thank you for bringing this to our attention. 

  We have located the membership and can confirm the cancelation is processed. 

  We are happy to issue a refund of $74.40 for the 3/12/2025 payment of $49 for the 2025 annual fee as well as the 3/17/2025 charge for $25.40. This will process in 5-7 business days to the billing information drafted. 

  We hope this helps and considers the matter resolved. 

• Initial Complaint

  Date:03/11/2025

  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.

  Hello I signed up online the end of the year 2024 last few days with my debit card and was billed .I was recovering from a stay in the hospital so did not visit the place. Got a message something was wrong same time 40$ was taken for payment to gym so I figured it was small problem and I would fix it when I went inside to use the gym. Few more weeks went buy before I was healthy enough to go to the gym after another 40 dollar payment was made through auto pay from my account. I go to gym and they say I owe 60+$ for non payment and nothing they can do .. I have never even been inside the building to see it and it's supposed to cost me 150.00$ this is not fair and if not addressed it will go on social media..I hope the system works

  Business Response

  Date: 03/12/2025

  Hello,

  Thank you for bringing this to our attention. We have located the account for R ******* and identified a billing issue with the *** on file. We do need the member to come in and update billing. 

  We have waived any "late" fees but there is still a balance of $49 to be paid for the annual fee that occurs every February 1st. 

  The annual fee can not be frozen or waived, only avoided by canceling on January 25th or sooner. 

  Customer Answer

  Date: 03/13/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  Date:03/11/2025

  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.

  I've formally written to Planet Fitness to demand the immediate cancellation of my membership, as I have been requesting this for the past two years without resolution. Despite SEVERAL previous attempts, YEAR AFTER YEAR, despite different Headquarters locations listed, I continue to be charged, which is unacceptable. They have taken a total of $438.14 since my original request in August of 2023. I was told at the home location in ***************, ** on **********; they couldnt cancel the membership but rather that I had to write to the corporate office. I went home and wrote and mailed the letter that same day. In September 2023 I moved to ******* to start a new job with my present company. I can provide hire date if necessary. I have made repeated attempts to get this cancelled without success.

  Business Response

  Date: 03/12/2025

  Hello,

  Thank you for bringing this to our attention. We have located the membership and processed a cancelation.

  Without proof of cancelation, we cannot provide a full refund. We will be able to provide a 60 day refund for two months and one annual fee. This would be total for $85.12.

  We hope this helps! 

• Initial Complaint

  Date:02/08/2025

  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.

  Wishing to get my annual fee refunded that I paid in December. I came in to cancel my membership and mentioned that Id have to join in ******* after my move, and I wasnt even made aware of the option to transfer. I paid my monthly on 1/17 and canceled on 1/20, so as of now, I technically still have access and would be considered a member until 2/17. I just find it unfair that if I join a new club I would have to pay that annual fee again when it was literally just paid 2 months ago. I should have been asked if I wanted to transfer as opposed to just cancel. Instead, the employee was more focused on general conversation. I have already tried calling but have never gotten through to a manager and I am hoping an exception can be made to have the annual refunded as a courtesy since I am being told transfer is no longer an option.

  Business Response

  Date: 02/11/2025

  Hello,

  Thank you for reaching out and bringing this to our attention. We have looked into the feedback and will be refunding the $49 annual fee on 12/1/24 due to having to pay another without being presented the option to transfer. 

  We hope this helps! 

  Customer Answer

  Date: 02/11/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******* *******

• Initial Complaint

  Date:01/30/2025

  Type:Product 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 been trying to cancel my gym membership. They continue to pass me off to the next email or phone number. They aren't allowing me to cancel it via online or the App. I have called the business several times. I have emailed corporate and I left several messages. I have called and emailed the local business several times and they are not responding. They continue to bill me and i am trying to cancel my membership. Please help

  Business Response

  Date: 01/31/2025

  Hello,

  Thank you for bringing this to our attention. We have located and canceled out the account.

  We hope this considers this resolved!

• Initial Complaint

  Date:01/06/2025

  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.

  I requested to cancel my membership on three separate occasions. I was told I needed to put it in writing. I sent (3) letters and it still isn't cancelled. I have been charged for over a year for services that I do not use and requested cancellation per the recommendation of the club and my contract.

  Business Response

  Date: 01/07/2025

  Hello,

  Thank you for bringing this to our attention. We have located the membership for N Pazzia 00485-23466 and processed the cancelation. There is no record of a cancelation or letter being sent to us. 

  We would not be able to process a refund for this member at this time. 

  The last bill date for this membership is 12/17/2024. 

  We hope this helps. 

• Initial Complaint

  Date:12/27/2024

  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.

  Some at a different ** was able to get into my account and upgrade the membership and use it at their *********** location multiple times. I called that location to get information on who was using my membership and was told that they could not give me information due to that not being my home club. I then called my home club to change my membership back down and they did and also didn't understand how someone was electronically changing my plan without signing any of the paperwork. A few months later my membership once again was changed back to the black card. I have reached out to corporate and they tell me to reach out to my home club. My home club is not understanding how this could happen. This falls on corporate, issue in my opinion. I have changed my PW multiple times on my account so it isn't like someone is hacking into my account. Plus you have to scan the barcode when entering PF and someone should be checking the computer to make sure the code matches your photo. Now today I received another message that they have added a guest to my account. There has been no help from Corporate as my home location has already reached out to them and was apparently told there is nothing they could do. It seems like an investigation should be done as, PF tracks your check-ins but there isn't anything being done. Also, my original membership number is completely different than the new membership number that is being used. I will be cancelling my membership completely and warning others of this inside scam and to also cancel their memberships.

  Business Response

  Date: 01/21/2025

  Hello,

  Thank you for bringing this to our attention. As stated, the ********* App would be a Planet Fitness franchisor issue as all PF locations are independently owned and operated. 

  We do want to support and assist the best way we can. We can confirm a check in for June 8th 2024 to club # ***** and 8 other instances. All other visits are to our Somerset MA club. 

  What we could do is cancel this membership, and have ***** sign up as new as a Classic member if the Black Card is not desired. It seems as the issue has stopped since that last check in on 6/28/24, but we want to help however deemed fit for the member. 

  Customer Answer

  Date: 01/28/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
  
  Regards,
  
  ***** *****