We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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

Find a Location

Planet Fitness has 54 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 74 total complaints in the last 3 years.
    • 25 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:02/27/2024

      Type:Order 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.
      Continuing to be charged with no way to change payment method nor cance. Nor even log in.

      Business Response

      Date: 02/28/2024

      Hello,

      Thank you for bringing this to our attention. We have located a membership for an A ****** of which the status is active. There is no record of a cancelation on file for the membership. In order to not be charged the monthly or annual dues, the membership must be cancelled in club or via certified mail seven days prior to any of the billing dates. I have attached a copy of the members agreement for reference. 

      As such, we can and have moved forward with processing a cancelation. A refund would not be granted based off of the membership never being cancelled. 

      Customer Answer

      Date: 02/28/2024

      [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:02/22/2024

      Type:Service or Repair 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.
      Purchased this membership advertised as cancel anytime while driving through *************. Used a couple of gyms the next month on the rest of my drive, but never stepped foot in this location - ever. I'm trying to cancel my membership to this gym and have been told that the only way to do so is by driving ***** miles to their location and cancel in person. I didn't sign up in person. I have never even stepped foot in that gym. I'm not driving ***** miles one way. I've had to contact my bank and placed stop payment for these guys for the future, yet... they won't cancel.

      Business Response

      Date: 02/23/2024

      Hello,

      Thank you for bringing this to our attention. We have located the membership for ************ our of our ******* ** location and processed the cancelation. ************** will have access to the club(s) until 3/16/2024. 

      We hope this helps and considered this matter resolved! 

      Business Response

      Date: 02/23/2024

      Hello,

      Thank you for bringing this to our attention. We have located the membership for ************ our of our ******* ** location and processed the cancelation. ************** will have access to the club(s) until 3/16/2024. 

      We hope this helps and considered this matter resolved! 

      Customer Answer

      Date: 02/23/2024

      [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:02/21/2024

      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.
      I have requested to cancel my Planet Fitness (Mattapan, **) membership both in person and in writing but I am still being charged the monthly fee. I would like for my membership to be cancelled permanetly. I would like to be refunded the $20.05 charged on 1/20/24.

      Business Response

      Date: 02/22/2024

      The only account with the complainant's information is a PIF membership ($199) that has expired. In order to research the matter completely, please provide:

      1. Any other name that *** have been used on the monthly billing membership.

      2. The last 4 digits of the checking account or credit card that is being billed. Please specify which account type is being billed.

      3. A screen cap or scan of the transaction from the billing statement where the transaction occurred. (a screen cap from an App will not be sufficient to research properly).

      As soon as we have all of the info needed, we will research the claim to bring this matter to a satisfactory conclusion for all parties.

    • Initial Complaint

      Date:02/21/2024

      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.
      Hello I have attempted to contact the business on numerous occasions over the past month. I have been getting charged for an account that i didn't set up. I have never signed a contract, yet i continue to be billed. No one from planet fitness is getting back to me and based on the other complaints i guess i am not the only one. I dont want to have to contact my bank and want this account closed immediately and to be refunded the ***** taken out of the account. Please close this account immediately.

      Business Response

      Date: 02/23/2024

      Hello,

      Thank you for bringing this to our attention. We have located an account for ************ in our ******** ** location. The membership was signed up for via the website with all member information related to the BBB feedback. I am attaching a membership agreement found here. 

      We have moved forward with processing a cancelation of the account. As for a refund of the account, we can provide a refund for up to 60 days. Refer to section 8 of the member agreement. We will process a refund of $69 for the annual fee and two monthly charges. 

      8. Dues, ****, Charges & Taxes
      A) Payment Authorization. You have full control over the payment
      authorization and can stop it at any time by notifying Planet Fitness as set
      forth on the front page of this agreement. You are responsible for notifying
      your bank or credit card company of any error that appears on your
      statement in a timely manner. You must notify Planet Fitness within 60 days
      of a claimed error on your statement.

       

      Customer Answer

      Date: 02/23/2024

      [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. Please advise me when I should see the refund and thank you for fixing this situation. 

      Regards,

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

    • Initial Complaint

      Date:02/07/2024

      Type:Service or Repair 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.
      Maxx Fitness changed to Planet Fitness.I was paying $15/ ** for my sons account.The Business changed names and my son was told he needed to rejoin under new name with $25/mo membership. Planet Fitness is still taking $15/no from my account. I called and spoke to the manager. She said we would have needed to fill out a special form. I told the manager that we asked if we were all set once rejoining and was informed we were. The person at the desk at the time never informed ******* special form. Manager will not refund the $15. This MUST be happening several members and it infuriates me based on principle.

      Business Response

      Date: 02/09/2024

      Hello,

      Thank you for bringing this to our attention. Can you help us locate your sons account? Please provide his first and last name with date of birth. The only account we could locate was for ******************* but can confirm this account is not being billed. You should have the ability to convert the Maxx ****** membership to a Planet Fitness Membership at $10 per month or $25 per month depending on your fitness wants, needs and goals. Both memberships have different perks. 

      We look forward to hearing back and helping get this addressed for you! 

    • Initial Complaint

      Date:11/17/2023

      Type:Service or Repair 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 wanted to cancel my membership over the summer because I could no longer attend. Their policy is you must go to the home gym in person or send a letter to them. That created a problem for cancelling because *********** location was closed for renovation. I called and got no answer. I emailed what email I could find on the internet (which planet fitness makes next to impossible to directly contact any sort of management) and sent an email informing them I wanted to terminate my membership. I got no response. So I had no means to cancel. I went to another gym and they told me I couldn't cancel it there. So I couldn't cancel in person or send a letter as required by them. I got charged multiple months and an annual membership renewal fee. I the final total was $134.10. I contacted my bank to cancel the card they had on file. They still charged me anyway somehow to another credit card, which I never gave authorization. This situation was beyond shady. When they finally opened my home gym, I was able to go there and close my account because they never closed it when I emailed and requested to do so. It seems there was a reversal from the dispute I filed, so I want to have this money, $134.10 to be paid back to me. All the time they charged me for, I never went to the gym those months, and their computer system can verify because you have to check in. I was put in a catch 22 situation because of the renovation. I had no means to cancel the way they wanted because of their renovation, and I should not have to pay as a result. I made every attempt to cancel my membership before I was charged to no avail.

      Business Response

      Date: 11/20/2023

      Hello,

      The charge of $134.10 was a past due amount made up of July, August and the annual fee draft. That was collected on a credit card on file for you, which in your agreement states we can use any form of billing on file to collect past due balances.

      The dispute that was summited from you regarding this charge was denied from your credit card company which is why our billing company was given back the $134.10 on 11/13/2023.

      During the renovation of *********** location, we allowed all members to use surrounding clubs and also complete any changes in memberships including cancellation. We will not be refunding the $134.10.

       

    • Initial Complaint

      Date:11/15/2023

      Type:Service or Repair 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 moved to another state 3.20.2020. I have been trying to cancel this membership for over a year. I have written 2 letters, Sept 21 engaged them through the app and called them on the ********* location on September 23. They will not cancel my membership. I called **** of America and blocked the *** payment. Planet fitness changed the name of the payment recipient and took the payment via debit transaction. I didn't authorize this payment. I want the last payment refunded and I want my account canceled. Member ship name ******************* ****************** email on file ********************** ********* ** location. This is absurd no wonder why they have a "F" rating and 61 complaints.

      Business Response

      Date: 11/20/2023

      To cancel your membership you must either cancel in person at the location you signed up at, or send us a certified letter in the mail. Attached is the agreement you signed upon joining for reference.

      Please send a certified letter in the mail if you wish to cancel, once the club receives the letter, you will get a receipt from the post office of the date we received it.

      The payment of $23.07 from October had a stop payment from you so we will not refunding as their is no payment to refund.

      Best,

      Planet Fitness

      Customer Answer

      Date: 12/02/2023

      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:11/09/2023

      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.
      Was a member before the shut-down ,, I never got info about reopening .. and sicne close for years thought I did not want to rejoin I neve realty look at my CC statements ( I do now ) one day I chacked and seen I have been charged for months I called and was told since I did not cancel they automatically started charging all past members I said I should have been giving the option to make not them, so I canceled then.I called the other day as I want to start getting in shape ( just lost 30lbs ) I ask for credit for the months charged (black card member ) I was told that since I got informed no ..again I did not get informed ,Again , I do want to start again with a black card membership but feel I should get credit for the charges *******************

      Business Response

      Date: 11/15/2023

      Hello,

      Please see attached billing invoice from 2/17/2022 - 5/17/2023. Planet Fitness did not charge you from 4/17/2022 - 5/17/2023. 

      Best,

      Planet Fitness

       

    • Initial Complaint

      Date:11/07/2023

      Type:Customer Service 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.
      10/6/2023 Cancelled my planet fitness membership and still awaiting my refund for unauthorized charges to my debit card for $40.05. I am requesting refund for cancellation of membership or dispute with bank will be filed

      Business Response

      Date: 11/07/2023

      Hello! This appears to be a duplicate submission. We have been in contact with ****** and consider this matter taken care of. Please refer to complaint ID ******** for previous communication.

      Customer Answer

      Date: 11/07/2023

      [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:10/17/2023

      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.
      I canceled my membership and was still billed for services. Gym was not accessed or used. Membership was canceled but I was still billed.

      Business Response

      Date: 10/25/2023

      Hello,

      Thank you for bringing this matter to our attention. Upon review of the membership for ***********************, the membership was cancelled on 10/11/2023. In order to cancel and avoid being billed for the 17th of a month, the membership must be canceled in club or via certified mail on or before the 10th. With this, the membership was billed on 10/17/2023 giving ****** full access until 11/16/2023. 

      Additionally, the club fees are not based off of the total usage of a membership. It is based off of the membership being active and not cancelled prior to a bill date. Membership agreement is attached and highlighted on page two. As such, a refund is not permitted for this account. 

      Let us know if you have any questions. 

    Planet Fitness is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.