Complaints

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

close

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.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:06/28/2023

  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.

  In Nov of 2021 I went to Planet fitness in Hyannis **. to cancel my account. I brought in a doctors note stating I would not be able use their gym, so I wanted to cancel. As they have a "cancel anytime" policy. I was told I was all set and I would no longer be charged. It came to my attention in June 2023 that ***** was still being deducted from my bank every month since 11/2021. It was never canceled. When I called to speak with the manager I was told that their former employee made a mistake and froze the account and didnt cancel it. She told me I cannot recieve a refund nor can I cancel because of a balance that they charged me after I tried to cancel. They are going to continue to charge me. When I asked to speak to a higher up, she refused and said she would pass along the information but could not give me a number to call. I just want my account closed and my money refunded to my bank account.

  Customer Answer

  Date: 07/09/2023

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

  Business Response

  Date: 07/10/2023

  Alixandrea froze her membership on 11/6/2021. Attached is the freeze form she signed agreeing that her billing would resume on 2/17/2022. 

  In order to cancel, must come into the club in person, or send a certified letter in the mail to the Hyannis location. I have also attached her membership agreement where she signed and agreed to this as well.

  Until she comes in to the club to cancel in person, or send us  cancellation letter via certified mail, he account will remain active as her agreement states.

   

  Customer Answer

  Date: 07/11/2023

  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. 

  I did go into the gym to cancel, not freeze my account. The employee, who is no longer working there. Had me sign the wrong paper. I never received a confirmation email. Like they said i should had. Other wise it wouldn't have taken me a year and a half to notice because i would have read it and immediatelynoticed my account wasnt closed. I asked them if I could come in and cancel now. But they said I'd have to pay off a balance that occurred after I canceled. I'm not giving them anymore money. They owe me a year an a half months of fees. When my money is returned I want it canceled and to never be bothered again. I apologize for not having any proof of the emails that were never sent to me. I believe this employee made a mistake and I should not have to literally pay for it. Thank you!
  
  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,

  Alixandrea

   

   

  Business Response

  Date: 07/18/2023

  As stated in the agreement that you signed, the two ways to cancel are to stop in the club and fill out a cancellation form, or send us a certified letter by mail.

  No refund will be issued as the membership is still active and was never cancelled. Please stop by the gym to cancel or send us a certified letter in the mail to stop billing.

   

   

   

• Initial Complaint

  Date:06/16/2023

  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 had a membership at the ********** location. I moved to ******* abro to take care of my dad who was sick. I tried to reinstate my membership recently and they told me I owe $260 because I did not cancel. They did not send me any emails or phone calls, letting me know that they were still charging me so I can cancel. My phone number has changed, but my email has never changed.

  Business Response

  Date: 06/21/2023

  Hello,

  Thank you for bringing this matter to our attention. To better assist, what is the desired resolution? Is ******* looking to start using the ** club again in ********** or is a cancelation the desired resolution? 

• Initial Complaint

  Date:06/02/2023

  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 signed up in January 2023, they pulled out $10 on 2/24/23, my annual fee plus my membership fee on 3/8/23 ($59) and then they decided to pull out $20 on 3/22/23 and then $22 on 4/26/23. I called billing in March, they told me my checking account number could not be found, so I gave them my information AGAIN, was assured everything was all set BUT again in April I was overcharged , again I called , again they said my checking account number could not be found and AGAIN the woman took my account information again and assured me I was all set. How were they able to pull the first 2 payments out but not the next 2 AFTER they put in my routing and account number? Makes no sense and WHY do they charge DOUBLE if they use your debit card on file. Where in the contract does it state will be charge you DOUBLE if we have to pull from your debit card on file. I could understand if it came back insufficient fund BUT it did not and BILLING is the one who put my account number in twice. I would like to be refunded $22.00 because this is your billing department error. I love the gym I go to in *********** ** and the manager ******** has been wonderful however her hands are tied.

  Business Response

  Date: 06/21/2023

  Hello,

  Thank you for bringing this to our attention! We apologize for any inconvenience and frustration with your membership billing. After looking into the membership for *********, we have identified an issue with the billing and will be reversing the $22 charge on 4/25 back. This should be reflected within the next 3-5 business days! We can also confirm the billing issue has been resolved on the back end so this should not be an issue moving forward. Unless billing information and isn't updated with us, this membership will be billed $10 on the 17th of each month and the annual fee every March 1st. Should a payment not go through on the first attempt, there is a $12 service fee for a repayment submission. 

  We hope this helps and this is found as a resolution to the concern. We are happy to hear you enjoy the **************** and ******** the manager! Please reach out if anything further is needed. 

• Initial Complaint

  Date:05/22/2023

  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.

  Charged for a monthly service fee when I had changed my membership to be covered be RI BCBS and at same time upgraded my membership. Getting the runaround for my credit to my checking accounts

  Business Response

  Date: 05/22/2023

  Hello,

  Thank you for bringing this matter to our attention. After reviewing *********************************** account, we identified that the change to a Silver & Fit membership was made on April 17th, 2023. All changes to each membership must be made on or before the 10th of each month to take effect for the 17th which is the bill date. We will issue ****** a refund of $10 for the April 17th, 2023 charge however. We can also confirm no other charges have come out since then. 

  We hope this helps and comes as a resolution for ******. Please let us know if there is anything more we can do to assist. 

• Initial Complaint

  Date:04/17/2023

  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.

  Since the pandemic, I have not gone on to use the services. That made no matter to the business as I was being charged the entire time. I came into my local gym on 4/15/22 to cancel my membership due to a financial hardship. While there, I was assured by the woman behind the counter that I would be fine and nothing would come out of my account. Fast forward to today, now my bank account is overdrawn and I now have fees to pay for the overdraft. I didnt expect this to happen. I cancelled the instant I knew it would be an issue...but it wasn't good enough. When I called my local gym, I was told that because I didn't cancel by the 10th, there was nothing that would be done about it. Not only do you HAVE to go into the gym to cancel, it can't be done over the phone, but when you cancel there is still a chance that you will be charged, based on when its cancelled. So now you have my money, my membership is cancelled, I have no membership card because I was told to shred it by the same woman who told me I wouldn't be charged. That sounds like theft to me! I just want my money back for this month. (You got 2 years from me when I wasn't using the membership)

  Business Response

  Date: 04/19/2023

  Hello,

  Thank you for bringing this matter to our attention. We apologize for the negative member experience you have had in cancelling your membership. After reviewing the feedback and account for ***************************, we will issue a refund of $22.06 for the April 17th, 2023 payment. While we do require cancelation done on or before the 10th of a month to avoid the billing on the 17th, this should have been communicated at the time ******** went in to cancel to have been aware of the payment on 4/17.

  Planet Fitness is not liable for any overdraft payments per the member agreement attached. This refund will be issued today and should be seen within 2-3 business days. We can also confirm this membership has been cancelled and will see no further payments. I am also attaching a copy of the invoices paid by ********. If their healthcare provider offers a health club due reimbursement, one may be attainable through the healthcare provider. 

  I hope this comes as a resolution to your problem and we hope to see you in one of our Planet Fitness clubs in the future! 

  Customer Answer

  Date: 04/19/2023

  [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:03/21/2023

  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.

  They stole $75 from an unemployed single mom.I went to cancel my membership on 2/25/23 because I lost my job on 2/24/23 and they told me Id have to pay the $49.99 annual fee because I went 3 days too late. I explained I lost my job and I actually had only been in the gym since January and attended a handful of times because of health issues. They asked me to send an email to the manager. I did send one on 2/25/23 and never got a response back. So I decided to cut my losses and forget the $49.99 charge. Today I realized I was missing $25 from my checking account and when I call I was told they never actually cancelled my membership because I didnt pay the annual fee in person when I went weeks ago (assistant manager did NOT tell me this was a requirement and that my membership was going to stay active). They are refusing to refund the $25 and say I have to go again in person to request cancellation.

  Business Response

  Date: 03/22/2023

  Hello,

   

  Thank you for bringing this matter to our attention. We apologize for the inconvenience and poor member experience while trying to cancel your membership! After reviewing the membership information and proof submitted regarding the email to cancel. As stated in the agreement, to cancel your monthly membership and stop the billing of the Monthly Membership Fee, the club must receive written notification from you delivered to the club by the 10th of the month either in person or preferably via mail to the club address listed above. Please note it may take up to seven (7) business days for any membership or billing changes to take effect. In order to cancel your membership prior to the billing of the Annual Membership Fee, the club requires written notice from you delivered as described above no later than the 25th of the month before such billing. The Annual Membership Fee is fully earned when received and is non-refundable. 

  As for the March 17th payment, this is going to be refunded back to your account. This membership should have been cancelled out upon request and this payment should have never come out. This will be processed today, and you should see this refund within 5-7 business days. We hope this helps and we hope to see you back in any of our ****+ PF clubs when you see fit! 

  Customer Answer

  Date: 03/22/2023

  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. 

  
  I do want the $25 refund, but I also want the yearly $49.99 refunded because the person from Planet Fitness who responded said "In order to cancel your membership prior to the billing of the Annual Membership Fee, the club requires written notice from you delivered as described above no later than the 25th of the month before such billing."
  
  I actually submitted the email and went in person on the 25th of February and the charge was made on March 1st. 
  
  Best,
  Anais 

  Business Response

  Date: 03/23/2023

  Hello,

   

  Thank you for reaching back out. Our cancelation policy does mention canceling on or before the 25th of the mnth to avoid billing for the annual fee. Our cancelation policy is in club or via a letter in the mail containing a physical signature. We will go forward and issue Anais the refund of $49 for March 1st. This should be seen within 5-7 business days. 

  We hope this comes as a resolution! 

• Initial Complaint

  Date:03/16/2023

  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.

  Planet Fitness ****** ** took my money for 11 months AFTER I SENT NOTICE OF CANCELLATION. I went in 1 year ago and asked to try for one month 2 memberships they made me sign and give them 2 forms of payment but ASSURED me I could quit anytime no questions asked well I told them I just wanted to see how it was for the one month trial. I signed up myself and my daughter. I explained that I wasnt around during summer months, so I was trying just the one month. When the month was up, I told the guy at desk I was ending my Membership but that Id likely be back in September, he said I had to call *******, the manager. So I did, I also asked for her email address. I called her and emailed her April 2022. They charged me again in May. I called again in May. They said it was because the system was backed up. They played the same song in June. At the end of June I sent a message to planet fitness head quarters too. And in July and august. I sent 3 letters and numerous emails in August and September. I called in September and they said I had to speak to the manager and that ******** wasnt there anymore. This went on month to month. I Went in person, I continued to email, text message the app and call. It didnt matter how much they assured me I wouldnt be charged again, they still continued to charge me $48 each month.., no its not a huge amount, but its not the point. This past February I went in again and dropped off a letter and copies of all other letters and emails I had sent, the kid working said I should call and speak to manager - again. So I did. This time he was so rude, I asked how I can get a refund he laughed and told me I cannot. The kid was so nasty on the phone and then put me on hold but never came back. I am Disgusted. I found the planet fitness CEO *************************** on linkdin and sent him a message. I still have not heard back.

  Business Response

  Date: 03/16/2023

  Hello,

   

  Thank you for bringing this matter to our attention. We apologize for the inconvenience and for the negative member experience in regard to cancelation of your membership. After reviewing all of the attachments sent, we have decided to provide ******** with a refund of $269.60. This refund will be for all charges from May 1st, 2022, through February 17th of 2023. We hope that this solves your concerns with the non-cancelation of your membership. 

  This will also be reviewed with the club level leadership team to identify why this membership was never canceled. We want to make sure this does not happen again with other PF members. We appreciate your membership for the time you were with us and hope to see you back in another PF location when you see fit! 

• Initial Complaint

  Date:03/13/2023

  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.

  I've had my membership with Planet fitness for over 2 years now. I enrolled ONLINE, through an APP and now I want to cancel my membership. I called the number listed on the app to cancel and I was informed that I need to go to the physical location, ( Even taking into consideration that I enrolled online). I went to the one closest to my house since I recently moved, and I was once more informed that I needed to go to my " home" gym is now 1 hour from my house. I feel scammed, I feel that they want to just let it go so they can keep taking the money from my account every month because at some point I'm going to get tired of people making a fool of me, Please contact me to cancel my membership[. It should be as easy as it was to enroll.

  Business Response

  Date: 03/14/2023

  Hello,

  Thank you for bringing this matter to our attention. I apologize for the inconvenience and negative member experience in cancelling your membership. Per the member agreement, all cancelations are required to be done in club or certified mail before the 10th of each month to avoid being billed. We have gone ahead and canceled the membership now to avoid any more billing from going through. 

  We hope this results in a resolution for your concerns with your membership. We hope to see you in one of our ****+ Planet Fitness locations when you see fit! 

  Customer Answer

  Date: 03/14/2023

  [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:03/10/2023

  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.

  It was brought to my attention on March 2, 2023 that I have been charged for 2 gym memberships since 2019. Not only was I charged for 2 memberships, one of the memberships was in my husband's name. Essentially I was charged for an account in his name that he never made. Planet fitness purchased blast fitness in 2019, my husband was listed as my emergency contact. When the info was transferred it made a separate account for ***** I have been told essentially I was not getting a refund because I didn't question it sooner. Ultimately, my husband was charged (as we share finances) for a gym membership he didn't agree to.I am seeking reimbursement for all months **** (my husband) and I were billed for a fraudulent account in his name plus the reimbursement of annual fees incurred by the fraudulent account.

  Business Response

  Date: 03/13/2023

  Hello,

   

  Thank you for bringing this matter to our attention. After reviewing the account, we have come to the decision that we will refund the account under ***************** for all charges since May 17th, 2019. This refund will be in total of around $460. 

   

  To provide some back story, Planet Fitness acquired Blast Fitness back in May of 2019. After doing so, all memberships with an agreement from Blast was bought and transferred over. The original agreement for ******************* was $19.99 per month with a $49.99 annual fee. This membership came with a guest privilege. After the buyout, the membership under ******************* was turned into two for the guest. The charges have been the exact same since 2019 as the original agreement. **** was charged an annual fee of $25 and ***** an annual fee of $24.99 equaling the $49.99. The monthly charges were still $19.99, but between both members. 

  We sincerely apologize for any frustration and poor member experience. We value your patronage and hope this considers your problem resolved! We welcome you back to Planet Fitness in ******* whenever you want to come back. 

  Customer Answer

  Date: 03/13/2023

  [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:03/07/2023

  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.

  I upgraded my account and then was overcharged. I was supposed to be paying 25 per month i was charged 25 and an additional 10. I called and worked it out with the manager, a female named ******. She said she would resolve the issue by either refunding me or waiving the next month fee. She never called me back. I called and she was never in. I tried to cancel my account in person and the employee ***** said that i had to pay the balance on my account. The balance that should have been resolved by ****** who never was in. I talked to an assistant manager named **** who then told me I was wrong and I was charged a late fee which is false. So i called my bank and put a stop on my membership fees because at this point no manager was fixing it and therefore I could not cancel my membership either. This had been going on for over a month. I called and talked to **** again today. He said ****** no longer works there and he again told me I was wrong and was unwilling to listen and help me with this issue. He has extremely poor customer service skills and was rude.

  Business Response

  Date: 03/09/2023

  Hello,

  Thank you for bringing this matter to our attention! We apologize for the inconvenience and poor member experience that has occurred. After reviewing the membership 00796-17922 under *************************, we have identified that this is correct. We will be issuing a refund for the extra $10 that came out on January 17th, 2023. Now the other issue is that since the authorization to bill has been revoked, a balance has accrued totaling $35.05 for February. We can and will waive the $10 late fee linked to the balance, but the billing information on file needs to be updated to avoid payments not going through on the 17th of each month. As long as this is done before March 10th, this billing update will take effect for the 17th of this month. 

  We will also be addressing this at the club level to avoid this happening again in the future with other members. We hope this resolves the issue and we look to see you more in the Braintree club! 

  Customer Answer

  Date: 03/09/2023

  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. 
  

  I have asked to have the balance on the account lifted by planet fitness and that I be able to cancel my membership asap. Inhave been trying to cancel this membership for over 4 weeks and was unable to due to the outstanding balance and no managment available to assistfor over 4 weeks! I do not want to continue a membership here! I would like the balance to be resolved and if needed I will go to the club in person to cancel my membership. 

  [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,

  *******

   

   

  Business Response

  Date: 03/13/2023

  Hello,

  Thank you for reaching back out to us. I can go ahead and cancel out the membership for you without anything being paid and waive the balance. Now that we have identified the membership is not desired to be used going forward. 

  We hope that this finds you well and that this is your desired resolution. We sincerely apologize for any inconvenience and frustration. We hope to see you in any of our ****+ PF clubs when you are ready.