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:10/10/2023

  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.

  10/6/2023 Ive had a planet fitness membership for the past few months , I recently have been starting to go with my aunt as shes a member and I havent been using my membership as much. I called ****** store which is my main store trying to cancel my membership over the phone and they refused to. My car is in the shop right now getting repairs and I have no way of getting over to them ontop of this I got a charge to my debit card for $40.05 which I never got any ahead notice and just showed up on my bank. I am requesting a refund back to my card and a permanent cancellation of this membership.

  Business Response

  Date: 10/16/2023

  Hello!

  Thank you for bringing this matter to our attention. Upon review of the account, it is still active with an overdue balance of $64. This is due to the annual fee not going through on October 1st of 2023. As stated in the membership agreement, all cancelations must be done in club or via certified seven days prior to a bill date to avoid being billed. The $40.05 charge was due to the payment from 9/17/2023 being late and redrafted on 10/11/2023. This would not be refundable if the membership was not cancelled prior to 9/10/2023.

  We will however move forward with cancelling the current membership without a letter or having to come down to the club. We will also waive the $64 balance. This has been done effective today 10/16/2023. 

  We hope this considers the matter resolved! Let us know if you have any questions. 

  Customer Answer

  Date: 10/16/2023

  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.
  

   

  I agree with the matter of cancelling my membership , The $40.05 should be refundable which I completely disagree with. Just cause of myself missing a payment on 9/17/2023 that doesnt give Planet Fitness the right to just charge my card whenever they feel like it. I understand I was behind but you guys didnt contact me to make me aware of that and you just charged my debit card the $40.05 without any notice or authorization. If you called me in this scenario to let me know I was behind I think that would be more appropriate then just going in the system and taking money out whenever you feel like it. Then again I am still requesting the refund for the unauthorized charges of $40.05  .
  FAQ
  
  Regards,

  Tyrell

   

   

  Business Response

  Date: 10/25/2023

  Thank you for following up and getting back to us. We do understand any frustration with a re-attempt of your billing information. However, the membership agreement signed and attached does state that our third-party billing company *** Fitness Solutions. The membership has been cancelled and the overdue balance has been waived, but no refund would be issued if the membership was not cancelled prior to 9/10/2023.

  Let us know if you have any further questions or comments! 

  Customer Answer

  Date: 10/25/2023

  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.
  I want a refund of the ***** as stated above I did not authorize this payment to be taken off the card that you took it off of. Either refund or dispute will be next. If you didnt receive payment from me you should of contacted me and not just charge whatever cards are listed on my account without my authorization 
  FAQ
  
  Regards,

  Tyrell

   

   

• Initial Complaint

  Date:10/09/2023

  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.

  From the ** website: "To stop the billing of the annual fee, cancellation must be completed by the 25th of the month prior to the annual fee date. Lastly, if your membership has a minimum term and is canceled prior to end of contract term, a $58 buyout fee is required."Classic membership: The annual contract ended on September 30th. I cancelled in person on October 1st. I was charged the annual fee for the following year ($39) on October 2nd AFTER I had canceled. If I had cancelled early on the 25th of September I would have have paid a buyout penalty ($58). Since I waited until the contract was over by October 1st, I automatically got charged an extra $39 for the annual fee because it is billed on the 1st of the month. I am requesting that the annual fee of $39 be refunded since there is literally NO WAY in which you can cancel without paying either a buyout penalty or the annual fee for the following year for a membership that is canceled. An annual fee should only be charged if a membership is being renewed, not after cancellation of an annual contract. You are charging 2 annual fees for 1 year of membership and making it impossible to legitimately cancel without paying more than the actual membership cost. This is an unethical business practice. You may email or call me to get the name and account number this is referring to.

  Business Response

  Date: 10/16/2023

  Hello,

  We cannot locate a membership in the system with the contact information provided. Please provide full first and last name along with phone number and email to locate account. Once account can be located, we can move forward to process a resolution! 

  Customer Answer

  Date: 10/17/2023

  Member's name is: ********

  Business Response

  Date: 10/25/2023

  Hello,

  We have located the membership for *************** and will be issuing a refund of $39 for the annual fee requested.

  We hope this helps and considers this resolved! 

  Customer Answer

  Date: 10/25/2023

  
  
  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:09/24/2023

  Type:Customer Service 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 are refusing to allow me to cancel I work three jobs and am a single mother I cannot get to the gym or post office to mail certified mail and have moved 12 states away !!! Disgusting way to do business !!!! 34 dollars every month will not let me out

  Business Response

  Date: 09/26/2023

  Hello,

  Thank you for bringing this matter to our attention. After review, it appears the membership was cancelled today 9/26/2023. We hope this solves this and are here if anything further is needed. 

• Initial Complaint

  Date:09/22/2023

  Type:Product 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.

  *** sent me an email saying my auto payment did not go through and that I needed to make payment. I made a payment. Later that same day they auto charged me for same payment (double charge). When I called gym rep who answered phone was rude. I am waiting on my $40.05 credit. This is the second time this has happened with this gym. If they are going to attempt an auto deduction after a denied charge they should not request customer goes and makes a manual payment. That results in double charging. Whoever answered the ******* phone was rude and should not work in customer service. When I said you charged me $40.05 twice he sarcastically said I did not charge you anything. Terrible customer service skills in my opinion.

  Business Response

  Date: 09/26/2023

  Hello,

  Thank you for bringing this to our attention! After reviewing the membership for *********************, I can confirm two payments of $40.05 came out on 9/22/2023. One payment was drafted by our billing department, *** Fitness solutions, while another was made online. This double payment can be taken care of in one of two ways, whichever the member prefers. We can waive the $40 annual fee that is set to come out on November 1st or refund back the $40.05 to *************

  We will also address the concerns and area of opportunity at the club in which the situation was handled to avoid anything in the future like this.

  Let us know which method of refund ****** prefers. Thank you! 

  Customer Answer

  Date: 09/26/2023

  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response (a timely refund of the amount in question) 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: 09/27/2023

  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. 

  The gym hasnt issued my refund as they stated they would. Every time I call and ask I am told the manager is out or sick and to at no one but that manager can do anything about my $40.05 overcharge. I even called the billing company for planet fitness and headquarters and they just tell me to call the local gym. Its a very frustrating runaround and they have wrongfully withheld my money for 5 days now.  

  Business Response

  Date: 09/27/2023

  Hello,

  We have issued the refund of $40.05 that should be sent back to ****** before the end of this week! We hope this considers the problem resolved! 

• Initial Complaint

  Date:08/30/2023

  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 canceled the membership yet they are continuing to charge me and put me in collection they have renewed my membership unlawfully explained to them I am out of the country and no need any more of the membership yet they are continuing to charge

  Business Response

  Date: 08/31/2023

  Hello,

  Thank you for bringing this matter to our attention. Upon looking into the membership, we have found that the membership has been cancelled as of 8/17/2023. We can confirm that the billing has been stopped and we will be waiving any balances associated with the membership. 

  If and when your situation allows, we would love to see you back in your local Planet Fitness location! We hope this solves this matter and are here to assist further if needed. 

  Business Response

  Date: 08/31/2023

  Hello,

  Thank you for bringing this matter to our attention. Upon looking into the membership, we have found that the membership has been cancelled as of 8/17/2023. We can confirm that the billing has been stopped and we will be waiving any balances associated with the membership. 

  If and when your situation allows, we would love to see you back in your local Planet Fitness location! We hope this solves this matter and are here to assist further if needed. 

• Initial Complaint

  Date:08/24/2023

  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 made multiple attempts to cancel my membership and have been told that I needed to go in person or send a letter to do so. The entire club membership sign-up was done online and this is solely a tactic to continue to take money from people who no longer wish to pay for their service or are no longer capable of using it. I have moved and am currently deployed, so sending a letter will be prohibitively long. I am sure in the pages and pages of their terms of service I agreed to this policy, but it's a textbook example of how to harm your business' reputation in the long run. While I may have renewed my membership when I returned from deployment, I certainly will not be doing so any longer.My home gym is in *******, **. I am not sure if all Planet Fitness locations have this policy, but I recommend any locations that do, discontinue this cancellation policy and cancel my membership immediately.

  Business Response

  Date: 08/29/2023

  Hello,

  Thank you for making us aware of this matter. We have found the membership and gone ahead to cancel this out. The last bill date was 8/17/2023 and will not be billed moving forward. It is Planet Fitness policy to come in to the club or send certified mail seven days prior to any bill date to avoid being billed. Planet Fitness is currently exploring other options for cancelation, but that is not live at this time. Thank you for the feedback! 

  We hope this helps and considers this matter resolved. 

• Initial Complaint

  Date:08/16/2023

  Type:Customer Service 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 moved states from MA to **, in order to cancel my memebership they claim I have to visit in person or deal with physical mail to notify them about it.this is not acceptable business to consumer behavior, they are able to cancel my membership over the phone and are refusing to.Please do so as soon as possible, my membership was at ************************************************************ under *******************

  Business Response

  Date: 08/18/2023

  Hello,

  The cancelation of this membership has been processed! We hope this resolves the issue and we are here to assist if anything further is needed. 

• Initial Complaint

  Date:08/11/2023

  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 am a member of the Planet Fitness in ***********. I had been a member previously, in October 2022 my father in law was diagnosed with terminal cancer. I canceled my membership. Fast forward to May 2023 I rejoined Planet Fitness somerset **. My father in law passed and it was time to get back into my routine. I thought when I signed back up I used my checking account. I then contracted Lyme in June, so I have not been able to go. This week I logged in because I am starting to feel better. I got a notification that my account was past due and I owed $138. I called the club spoke with a nice gentleman. He said it was two months $25.05 and the annual fee of $49.99. I have no problem paying $100.09. I do have a problem paying $39 in late fees, I was not notified there was an issue, I thought my checking account was on file. I had cancelled my debit card in June due to fraudulent charges, I did not realize this was being billed on that card. The gentleman I spoke with transferred me to an assistant manager who was very dismissive. She told me she would not waive the late fees because they lost millions during Covid. Excuse me? I then asked her that her company would rather lose $350.59 a year vs waiving $39? That is a great business model. She then said in a demeaning tone we cant waive late fees and club membership fees, I said I am simply asking to waive late fees no issues paying yearly fee. Needless to say I got no where. I am willing to pay the amount I owe minus the late fees, set account up on automatic payments. I just need help!!! I asked for the manager phone number, she said she cant give it out but would have him call, didnt take my number, and hung up. No calls yet

  Business Response

  Date: 08/18/2023

  Hello,

  Thank you for reaching out and bringing this matter to our attention. After looking into the account, it appears the membership is in a Returned for Collection status and inactive. The membership will need to be reactivated with new primary and secondary billing at the club but does not currently have a balance. There is a payment that was made totaling $138.10 that had $36 in service fees (three $12 monthly service fees) that we have no problem refunding. 

  We will submit this today and will be a check in the mail to the address provided. We hope this helps and we hope to see ***** back in our ******** ** location! We will also make this known to club leadership so that we can take care of these opportunities in house without frustration and escalation. 

• Initial Complaint

  Date:07/24/2023

  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 signed up for the wrong *********** and now they will not let me transfer for 3 months . I just signed up a few hours ago. I Just want to transfer my membership to the club near my home. I haven't even visited the wrong site as its over an hour away and I chose it by mistake.

  Business Response

  Date: 07/25/2023

  Hello,

  Thank you for bringing this to our attention. To better assist, we would need the current home club location that was signed up for and the desired club for the transfer. 

  Look forward to hearing back! 

• Initial Complaint

  Date:07/14/2023

  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 had a "black card" membership at the Planet Fitness in ***********, **. I paid an initiation plus monthly dues. I injured my back over the winter and was no longer able to use the club. I came into the facility to cancel my membership in February 2023. The girl at the desk convinced me not to cancel but to just downgrade. She explained that I would still be going month-to-month (so I could cancel anytime) but my monthly fees would be reduced to $10. So, I did.5 months went by (and $50 of payments) and I was not able to use the club. I am seeing a chiropractor for my back 3x per week and still cannot workout. So, I went into the club to cancel the membership. Now the kid behind the desk says I can cancel, but they will charge me $58 to do so.NEVER was I told of this cancellation fee. I would never have agreed to downgrade my membership if I was told of this. As it is, I gave the gym an extra $50 with literally no use of their facilities. I asked to speak with the manager. The kid at the desk called the manager (*******) and she refused to speak with me saying she was "off the clock" and promised to call me back the following Monday.I never got a call back. I also emailed ******* directly and she never responded. I would like a refund of the $58.

  Customer Answer

  Date: 07/25/2023

  I have not heard from the business in response to my complaint. I think it reinforces the * rating the business has achieved on the BBB.

  Business Response

  Date: 08/07/2023

  Hello,

  Thank you for bringing this matter to our attention! After review of the membership, it looks as if the buyout fee of $58 was never charged and would not need to be refunded. We did go ahead and waive the pending status of the $58 buyout fee so that will not be charged now or at a later date. 

  We hope this helps and we hope to see ******* again when time allows for their use of the club! 

  If there is anything more we can do or look into, please let us know.