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:09/17/2024

  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 am writing to formally lodge a complaint against [Gym's Name] concerning an issue with unauthorized charges and extremely poor customer ********** March 2024, I visited the gym's location in person to cancel my membership. At that time, I clearly communicated several reasons for my decision to cancel: the absence of the classes and trainers I was originally promised, my impending move, and primarily, my concerns about feeling unsafe at the facility. Despite explaining my situation to the young man at the counter, I was assured that my cancellation was processed.However, I have recently discovered that my account has continued to be charged despite my attempt to cancel. I was shocked to see these unauthorized withdrawals, prompting me to call the gym today for clarification. During this call, I encountered a representative who spoke to me in a manner that was unprofessional, arrogant, condescending, and rude. His behavior was entirely unacceptable and did not reflect any standard of customer service.I do not recall if I signed any documents during my March visit, but I am confident that my request to cancel should have been honored. I hope that the phone calls are recorded, as they would provide clear evidence of the representative's unprofessional conduct.Given these circumstances, I am requesting immediate assistance in resolving the following issues:Refund of Unauthorized Charges: I seek a full refund for the charges that have been applied to my account since my initial cancellation request in March 2024.Confirmation of Cancellation: Please provide written confirmation that my membership has been officially canceled and that no further charges will be ************** of ***************** I request that the gym review the behavior of the representative I spoke with and take appropriate action to ensure such conduct is not repeated.

  Business Response

  Date: 10/04/2024

  Hello,

  Thank you for bringing this to our attention.

  We apologize that you have had a negative experience both in canceling your membership and with the team at the club! We are following up to take the appropriate action to ensure this does not happen again. 

  Upon review of the account, we can confirm it is pending cancelation with the last payment billed on 9/17/2024. No other payments will incur on the account. 

  We cannot locate an attempt to cancel for the membership prior to the processed cancelation. 

  We are able to offer a refund for up to 60 days total - two months and we would include the annual fee totaling $99.10. We can also provide (attached) the payment history where *************** can request a health club reimbursement for club dues through their HC provider if they offer it. 

  We hope this helps! 

  Customer Answer

  Date: 10/07/2024

  [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. 
  

  I will be willing to close once Ive received the form for my health insurance as well as the refund of $99

  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:08/26/2024

  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.

  The location Im referring to is the planet fitness in ***************. I had to move to ******* due to a family emergency and I called to try to cancel or freeze my membership. They told me that I have to come or have family member come in to sign the paper to cancel the membership. I explained to them that I no longer live in ************* in my family is not local. Theyre not going to drive an hour to *************** just to sign a paper of cancellation. I dont understand how Planet Fitness has an app, but theres not an option for me to cancel on the app. It shouldnt be this hard to cancel a membership. If I get charged next month, I will take legal action because I have no way to get there. they also told me that I could mail a letter to them with all my information asking to cancel with my dad being paralyzed. I barely have time to even write a letter, this is completely unacceptable

  Business Response

  Date: 08/24/2024

  Planet Fitness is individually owned and operated. The ***************, ** location is not part of our franchise, so we are unable to assist. Please forward this to the correct group so the member can be assisted properly.

  Business Response

  Date: 09/07/2024

  Hello! 

  Thank you for bringing this to our attention. Upon review, we can confirm the membership for A ***** has been cancelled! 

  We hope this considers this matter resolved! 

• Initial Complaint

  Date:08/20/2024

  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.

  I initially signed up for a Black Card membership at Planet Fitness in ******* during this past February. On April 1st, I was charged $49.99 for annual fees. I ended my membership at the ******* location in May because I was moving. I then joined the ********* location in June, but downgraded to a classic membership. However, I was charged $49.99 again on August 1st for the annual club fees. Ive called both locations numerous times and they keep instructing me to request the refund from the other location. Ive also reached out to Planet Fitness HQ and they told me I must contact the clubs themselves to request a refund. Neither club will give me a refund.

  Business Response

  Date: 08/22/2024

  Hello,

  Thank you for bringing this to our attention! After review, we have located two memberships for this member. We will be issuing a refund of $49 for the 8/1/2024 invoice. 

  We hope this considers the matter resolved. 

  Customer Answer

  Date: 08/22/2024

  [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,
  
  Banmai *****

• Initial Complaint

  Date:07/24/2024

  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.

  On the week of June 28th, I inquired a staff about the price increase. I was a black member at the time and was looking to downgrade to regular membership on the week of 10th of July. I was concerned about being downgraded to $15 per month instead of $10. But the staff reassured me that the $15 only applies to new members, it doesn't apply to me. Fast forward to week of 10th of July. I tried to downgrade my account but the manager on duty told me I was be downgraded to $15 per month. This contracts what the staff previous told me. I told him about my conversation with the staff and I was promised that I would be paying $10 per month not $15. He told me he would reach out to the staff and also push my concerns up the management chain. Now today on the 10th of July, I spoke to the staff member about my situation. She said the manager never reached out to her. She then reached out to the manager over the phone. He said the upper management declined my request to go down to $10 per month. Then the staff apologized to me for giving me the wrong information, and said there is nothing she or the manager can do to help me.To me this is totally unacceptable. How can a company not taking responsibility for their staff for giving out false information which directly impacted the price of fees being charged. As a military member I always try to do what is right by people. I don't believe a corporation as large of Planet Fitness can't admit and fix their mistake. I was bounced between staff member, local management and upper management. No one wanted to take responsibility. I will probably stop being a planet fitness customer after this incident. I have been a planet fitness for a very long time. This really saddens me.

  Customer Answer

  Date: 07/10/2024

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

  Business Response

  Date: 08/01/2024

  Hello,

  We apologize for the inconvenience and information given to you that was not correct. 

  To confirm, any new member or member who downgrades since our Classic membership price increased will be put to the $15 per month. 

  Due to the circumstances, we want to lock you in at $10 and honor the price for the remainder of your membership. Just reiterating, if the member does cancel then returns it would be $15 per month. Same with if they ever upgrade then downgrade again to the Classic. 

  We hope this helps! Thank you for being a member of ***************** RI club! 

• Initial Complaint

  Date:06/20/2024

  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.

  In February of 2021 I went into the planet fitness location where I used to train at and cancelled my membership at planet fitness here in ***************** on *********. I sign the document regarding cancelation To my knowledge I thought it had been cancelled. But 3 years later I looked at my monthly banking statement and saw that there was a planet fitness fee being taken out of my account. I called up the location and they stated that I have to come back in and cancel it again. This was unfair to me as a customer and has caused a great deal of financial hardship for me and my family.

  Business Response

  Date: 07/01/2024

  Hello,

  Thank you for bringing this to our attention. This membership has been cancelled as of 6/19/2024. 

  For the account under R *******, there is no confirmation or record of a cancelation on file. Membership was frozen back on 2/1/2021 for one month and then billing resumed on 3/17/2021.

  Due to this, we would be unable to provide a refund. If proof of a cancelation can be provided, we can look into a refund for the account. 

• Initial Complaint

  Date:05/29/2024

  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 have went to Planet Fitness to cancel my membership and the gentleman said that he could not cancel the membership because my account would not sync. I then called the manager to let her know about the situation she said that she has never seen this before and that she would reach out to the district manager of planet fitness and give me a call back it has been two or three weeks the account still has not been canceled nor have I received a call back. I have tried calling *** financial to have this resolved and unfortunately they could not cancel the membership and said I would have to go to Planet Fitness I no longer want to be charged for this membership and I would like this canceled ASAP.

  Customer Answer

  Date: 06/09/2024

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 06/10/2024

  Hello,

  Thank you for bringing this to our attention. We can confirm there is an issue with the membership sync within our billing system. We have reached out to *** Fitness Solutions who we partner with to resolve this issue. That way we can move forward with a cancelation of the membership for V ***** and we can process a refund for the months of May and any fees in June of 2024.

  Let us know if that helps resolve this!

  Customer Answer

  Date: 06/10/2024

  [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:05/22/2024

  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.

  I joined this gym because the advertising , including local radio,says they offer free personal training in small groups. The on line app offers a schedule for classes with the trainer that I can sign up for. Groups of 5 or less. Perfect. Except when I get to the gym theyre oh we dont do that here. We dont have a personal trainer. Im like, but I just booked it online I can show you the confirmation on my phone. Yeah, I know it looks like that, but we dont do that. We dont have a personal trainer. I say, but all your advertising says you offer free training. Thats why I joined. Oh well we dont do that here. Actually I dont know of any planet fitness around here that has a trainer. Was told maybe I could cancel and get a refund, took my number so he could speak to someone about it. Never heard back.

  Business Response

  Date: 05/23/2024

  Hello,

  Thank you for bringing this to our attention. We apologize that you have had a negative experience in our club for not having a fitness trainer available. 

  We will move forward with processing a refund for the two monthly dues totaling $50.10 as well as the startup fee of $5.94. The membership reflected no usage. 

  We can move forward with a cancelation and refund if this considers this matter resolved. We will work with our Dracut team to bring on a trainer and hope to see you back in our clubs when you see fit! 

• Initial Complaint

  Date:05/08/2024

  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.

  Ive been numerous attempts to cancel this membership as I no longer live in the area, but if they continue to ask me to make payments and continue to deduct payments monthly. Ive been trying for a while over a year to get this canceled It looks like we may have canceled the membership but not 100% sure but I tried to tell me I still owe money. I absolutely do not owe money as this should have been canceled over a year ago

  Business Response

  Date: 05/17/2024

  Hello,

  Thank you for bringing this to our attention. We can confirm there is a cancelation that was processed on 5/8/24, cancel document sent to email on file. 

  The membership was canceled with a balance of $234.32. We have waived the balance to allow ***** to return as a member if chosen to do so with new billing info provided upon rejoining. 

  We hope this helps and considers this matter resolved. 

• Initial Complaint

  Date:03/29/2024

  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.

  Hello, I'm filing a complaint against Planet Fitness to get a membership refund of $49. I went into the Planet Fitness ( ********** ************) on 2/29/2024 and told them I was thinking of canceling my membership and going on my wife's membership (she has the black membership card where you can bring a guest). They said no problem just come in when you want to cancel. I went back on 3/1/2024 because I saw they took $49 annual membership from my bank account. I asked to get a refund on the $49 because I wanted to cancel membership. They said no it's too late can't do it. I since have called the Planet fitness corporate office 3 times and each time they said under the circumstances they should be able to give me a refund. They said someone would call me back within 3 to 5 days. They said this to me each time I called and I never received a call back from them. The corporate office number I called was **************. I called again today 3/27/2024 and I hung up because I was on hold for over 30 minutes. Please help me get my $49 back. Appreciate your help and thank you ****

  Business Response

  Date: 04/02/2024

  Hello,

  Thank you for bringing this to our attention. We apologize for any negative experience with canceling your membership. After review, we will be issuing a refund of $49 for the 3/1/2024 annual fee invoice. We can also confirm the membership was cancelled and no other fees will be charged. 

  We hope this helps and considers this matter resolved! Here for any other questions or needs. 

  Customer Answer

  Date: 04/02/2024

  [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,
  
  ***************************

  Customer Answer

  Date: 04/08/2024

  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. 

  my case was closed but I have not yet received a refund of $49 from Planet fitness as promised 

  Business Response

  Date: 04/08/2024

  Hello, 

  Thank you for following up. The refund typically takes 5-7 business days to process. I have double checked with the billing department; *** Fitness Solutions and it is being processed. We can confirm the refund was submitted.

  Hope this helps! 

• Initial Complaint

  Date:03/25/2024

  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.

  I went into the ******* location where I bought both mine and my sons memberships and canceled both of them in September of 2019 during covid. Fast forward to last week when I had to go through the past 5 years of bank statements and saw that planet fitness has been charging my bank account since I went in and canceled. I immediately went into the ******* location and asked them what was going on and they told me that the previous manager (who was fired) had only canceled my membership and not my sons which they told me both were canceled when I originally canceled. They told me there is nothing they can do for me and then told me to call *** billing. *** billing said the gym is the only one who could help me. Then I emailed headquarters and they called me after several emails. The woman (*****) I spoke to told me she would call the next day with answers and never did. I emailed several other times with no help.I have been charged over $1,000 since sept of 2019 after I was told both memberships were canceled. It is impossible to get someone to help. They just all give you the runaround.

  Business Response

  Date: 04/02/2024

  Hello,

  Thank you for bringing this to our attention. I have been able to look up an account for B Lehy and can confirm it has been cancelled since 9/22/2020. Need member assistance to locate the membership for ************** son. Please have the member provide full name and date of birth so we can locate the account to better assist. 

  Look forward to hearing back. 

  Customer Answer

  Date: 04/08/2024

  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 ***************************** name is *****************************. I had canceled both of our accounts the same day and apparently they failed to cancel his membership. Then I find out they froze it and the signature on that isnt mine or his. So I would like the money that was taken from my bank account for the past 4 years refunded I have all the paperwork showing he didnt step foot in the gym til he went in to start a new one. They asked for his debit card to do it and because they never canceled his membership when I went in and asked them to my bank account was still on there as a primary account so they continued to keep charging me 

  Business Response

  Date: 05/17/2024

  Thank you for providing the updated information. We were able to locate ********* membership. Comparing the memberships for C ******* and B ****, C ******* was frozen in October of 2020. B Lehy was cancelled in September of 2020. There is no proof of cancelation on file prior to the one we have on 3/18/24. The account for C ******* also has usage logged in 2022. 

  We can confirm the account has been cancelled and no billing has occured since March 2024. 

  We would not be able to provide any refund at this time. 

  We can provide a copy of dues paid for a healthcare reimbursement of dues if your HC provider offers a reimbursement.