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

  198 Maine Mall Rd S Portland, ME 04106-2305

• 

  Planet Fitness

  75 Maverick St Rockland, ME 04841-2448

• 

  Planet Fitness

  759 Roosevelt Trl Windham, ME 04062-5341

• 

  Planet Fitness

  264 Civic Center Dr Ste 2 Augusta, ME 04330-8032

• 

  Planet Fitness

  251 US-1 Falmouth, ME 04105

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:06/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have gone back into my records from my checking account & have noticed PF in *******, IA has been charging me twice just about every ************ called multiple times about this issue- nobody has gotten back to me about a refund or even a reason as to why this has been happening. So the other day I called to cancel my ************** am now getting a notification of them trying to take the annual fee from my account. The lack of urgency or respect in getting this resolved is absolutely absurd & I want a full refund of the annual fee & the double fee that has been taken out of my account throughout the yr. The lady I spoke with on the phone was puzzled because she had said if it had been a late fee it only would've been $10 which it hasn't been its been my monthly feeX2!

  Business Response

  Date: 06/08/2025

  Hello,

  Please note that this complaint was filed against our South Portland, ME Planet Fitness by ****** ****. She is not a member of our franchise.

  If ****** **** is requesting a response regarding this complaint, then she must contact her home club directly either by phone or through the Planet Fitness website.

  Thank you,

• Initial Complaint

  Date:03/08/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/3/25 an annual charge came out of my account which I was told would be waived by the Regional Manager (****) when I upgraded to the black card. I called and left several messages of which were never returned. I also went in and spoke to an employee who knew about the situation and said he again would relay the message. Still she has failed to call me and the charge is still removed from my account.

  Business Response

  Date: 03/08/2025

  Hello,

  This member is not part of our Planet Fitness franchise. We are based out of South Portland, ME. Please contact your home location or send them a Member Survey through their PF Website.

  BBB, please close this complaint and remove from our records as this is not our concern to resolve.

  Thank you,

  Customer Answer

  Date: 03/08/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  The Planet Fitness franchise I was speaking of is the ****** NY location. Please advise.  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:03/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a Planet Fitness membership for about two years. I moved out of town for work for a year. Planet Fitness in the new town told me that in order to use all benefits I would need to change them to my home gym. So I went online and made the new location the home gym. After one year I moved back home. December 4th I called Planet to cancel. They told me I need to go in to cancel. I told them I no longer live there, Im hours away. She told me the only other way to cancel is to mail a letter. She gave me the southgate Milwaukee address. I mailed a letter to cancel to both planet fitness gyms (new and old) on Tuesday November 5, 2024. It was past 12 months that I had a membership with ************ so I did not owe any fees. This was confirmed with the girl I spoke to on the phone Dec. 4th. Today, March 1st my bank account is charged $121.32.

  Business Response

  Date: 03/01/2025

  Hello,

  This BBB account is for our South Portland, ME Planet Fitness Franchise. Please advise this member that they must contact their home location for further assistance or file a complaint through the Planet Fitness website of their home location.

  Please close this complaint and remove it from our records as this is not ours to resolve.

  Thank you,

  Customer Answer

  Date: 03/01/2025

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

  ********* (*********), **
  ****************************;WI 53221US
  **************
  

  That is the home location. I talked to ***** there who told me he does not have access to credit or refund my account. He also stated my letter to cancel may have been thrown away or mishandled by old staff-there has been a lot of changes and new staff. Things were not handled properly before the new staff. On December 4th I spoke to ****** who is no longer the manager. Please refund my money as this is clearly an error on your part. Or forward to your financial ***** the gym has no access money or bank transactions. 
  
  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: 03/04/2025

  Hello,

  We do not manage the ********* (*********), ** location. We are a private franchise based out of *****. If you need to seek further assistance regarding your membership, then you need to contact your home location at ************** or file a complaint through their Planet Fitness website.

  I attached the link for your reference. ******************************************************************.

  BBB, please close this complaint from our records as this member is not part of our franchise. There is nothing we can do regarding their concerns.

  Thank you,

• Initial Complaint

  Date:02/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Went into Planet Fitness location ********* Tx bc unable to cancel online or phone. Canceled membership and asked employee 3 times if the annual fee or month fee still be billed. Was told no canceled in time to avoid. However that was a lie. The annual fee was charged to bank account. Spoke to Assistant manager who told me I would need to speak to manager ****** and would have her call me after discussing all my daughter's information and account details. Never called me. Called 2 times she was unavailable to speak too and never called back by 5pm that day. Called next day after explaining sitution and her employees giving out incorrect information she then tells me she isn't allowed to discuss any other person account details with me. However I tell her well your Assistant manager did full account details with me about daughters account dates etc yesterday over phone took all my infor also and told me employee name who canceled membership and their fault for wrong information given out. She then tells me my daughter will not get refund and offers to send me her contract she signed but when I said you just told me you could share account details but now want to send me her account contract and personal information. She says sorry I wasn't present and can't verify my employees did anything wrong and not their fault. She had bo intentions of returning my calls for discussion and was very rude and doesnt even understand her own store polices. She said sorry no refund will be issued and good luck trying to get it thru bank.This is ridiculous customer service and worse experience ever. We will never be back and we will pass along for anyone else to NEVER sign up again.

  Business Response

  Date: 02/05/2025

  Hello,

  This member concern does not relate to our operations. Our Planet Fitness locations are owned/ operated in **********;Please reach out to Planet Fitness HQ through your home locations website.

  BBB, please close this complaint on your end.

  Thank you,

• Initial Complaint

  Date:01/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Planet fitness ************************************************************************* I have sent 2 formal letters asking for my membership to be cancelled and I have not heard anything back and continue to accrue debt. I am not able to go physically cancel the membership and according to their policy I sent a formal letter to cancel the membership with all of my information. The next month I was again hit with an attempt to collect a fee (there are 2 annual fees a year, I was told there was only 1, in March, and yet I have been billed for an annual fee in October as well). They are just very shady. I dont know how they have been able to operate as long as they have like this, its wild. I should be able to cancel my membership like any other, by clicking a button. It is predatory and Im fed up.

  Business Response

  Date: 01/15/2025

  Hello,

  This complaint was filed through our South Portland, ME Planet Fitness. We do not manage the *************************************

  Please reach out to this location directly or please file a member concern through the Planet Fitness website.

  Thank you,

• Initial Complaint

  Date:07/17/2024

  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.

  Two months ago I went into my home planet fitness to change my membership the the regular one as I was not using the black card membership and didnt feel the need to continue to pay for it. From my understanding the regular membership is 12 bucks or so, and there black card is 25. In June I assumed I would be charged for the black card because the change was close to the time I would have been billed. Recently I realized I am still being charged for the black card membership when I no longer have it. Im looking to understand why this is happening

  Business Response

  Date: 07/18/2024

  Hello *******,

  Thank you for taking the time to reach out and further address your concerns through here. However, I am having a bit of a hard time locating your home club. Could you please provide me with where you originally signed up for your membership?

  Thank you,

• Initial Complaint

  Date:05/15/2024

  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.

  Was kicked out of the gym based on lies. Was never given a clear explanation as to why I was actually kicked out. Current members of the gym are finding out when I dont even know. Will be seeking legal advice for slander. Planet fitness management handled this issue horribly. They had no factual evidence. I have ************* that proves I did not do the things I am being accused of. It has embarrassed me, my family, and it potentially harmful to my reputation. They played favoritism and listened to lies that another member spread and kicked me out based on what I can prove to be completely 100% false! Would like to have a long, thorough conversation with planet fitness corporate for one last chance to be heard before I seek legal consult.

  Customer Answer

  Date: 05/15/2024

  Planet fitness - 251 us route 1 falmouth Maine *****

  Business Response

  Date: 05/21/2024

  Hello *****,

  Your membership had been cancelled by our Falmouth management team due to the behaviors demonstrated by you on April 20th. The behaviors you demonstrated that day were inappropriate and made an uncomfortable workout environment for all our members to enjoy.

  Because these behaviors violate our Judgement Free Zone moto, we made the decision to cancel your membership effective immediately and ask that you do not return to any of our Planet Fitness facilities.

  Thank you,

• Initial Complaint

  Date:05/01/2024

  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 signed up for a membership with Planet Fitness Marginal Way, Portland, ME on 9/24/2021. On 1/18/2023, I visited that gym location to cancel the membership. I received written cancellation notice via email from the company, which I have attached below. Since then, I have continued to be charged monthly (plus annual fees which are greater than the $10/month fee). In January 2024, I visited that gym location once more in person to attempt to cancel my membership again. Employees ******************************* and ***************************** have both assured me that my membership was cancelled; however, I have continued to be charged $10-20/month in club fees as recently as 4/25/2024 as shown in the screenshot of my bank transactions. I am requesting a FULL refund of $189.00 as I have gone above and beyond to cancel a membership, yet the company has continued to bill my account.

  Business Response

  Date: 05/02/2024

  *******,

  I am sorry for the issues you have had with billing. It appears that there was a $10 per month account was not canceled. We will refund you all charges accrued since the date of your initial cancellation.

  The bank statement that you sent show some negative amounts and two positive amounts which appear to be credits. Could you please let me know if the $20 and the $39 are credits. I just want to be sure that we are on the same page.

  Let me know and I will get this fast tracked.

  *******************************, Special Projects Manager. 

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

• Initial Complaint

  Date:04/23/2024

  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.

  Dear Planet Fitness, I am absolutely appalled by your unethical and deceptive practices and I can't believe that a Class Action Lawsuit hasn't been filed against you. I've had a Planet Fitness Membership off and on going back to 2000 even though I get crushed by fees every time.In this day and age everyone is able to cancel a membership easily but not with Planet Fitness. With Planet Fitness you have to mail a letter in or go in person to do so but you can sign up and give them money with the snap of the finger. There is only one reason why you don't allow members to cancel online and it's to increase revenue at the expense of your members. It's unconscionable that you have a policy to trap members and to continuously charge them when you are well aware that they would have already canceled.To make matters worse you also have a policy of only accepting payments through an EFT transfer for your members convenience.. lol Do you really think any judge would buy such a bold face lie. How is it convenient for your members to get charge overdraft fees over and over and over again? How is convenient to continuously charge members who don't use your services but continue to be charged and hit with countless fees because they can't go online and cancel. You claim it's convenient because members done have to deal with the hassle of updated cards but that's such a cop out. People change cards all the time and sometimes they do so in order to stop all the monthly subscriptions they have signed up for. Regardless, it's a norm for this to transpire but if your policy allowed it then you wouldn't be able to continuously charge members so instead you claim it's to make your members experience more convenient which is simply laughable! Can you please cancel my Membership now and I'll be sending a demand letter asking to be compensated for all the fraudulent charges I paid over the years.Member #*********

  Business Response

  Date: 05/07/2024

  Both ******************** account and the one established for his minor son have been canceled due to repeated attempts to collect dues for membership.
  
  At no time did we receive notice to cancel his account or his sons account by using the methods outlined in our member agreement. Those methods are sending a certified letter to his home club or canceling in person at his home club.

   

   

• Initial Complaint

  Date:04/02/2024

  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.

  I have been attempting for 2 months to cancel my membership at Planet Fitness ********************************************** *****-2305 and get a refund. I was overcharged. I am getting an absurd and unprofessional runaround by Planet Fitness employees and Regional Manager *************************. The people I have spoken with on the phone and in person, including manager ***** at Planet Fitness ***********************************************, ME ***** regarding this ongoing issue have been unbelievably uninformed, incompetent, rude and unprofessional. I purchased a membership on 02/20/2024 and was charged $25.25 which was automatically deducted from my checking account. Shortly after that I cancelled my membership in person at this location 02/28/2024 and was assured my "membership was cancelled and I would not be charged again" I was charged $25.25 on 03/18/2024 and $49.00 on 04/01/2024 the same evening I emailed ************************* and mailed another cancellation letter to Planet Fitness *******************************************, ME *****-2305. That evening, 04/01/2024 Regional Manager ************************* STOLE $49 from my account in response to me contacting him about my ongoing cancellation issue. This charge was not a membership fee. It is THEFT. I want my membership cancelled immediately and my FULL $99.01 refund ASAP. I will be contacting my bank as well as the appropriate authorities regarding reporting this issue and the nightmare Ive had dealing with this Planet Fitness. Regional Manager ************************* of Granite Coast Properties, LLC P.O. *********************** ******************* ************** needs to be held accountable for fraudulent business practices, evasive customer service and stealing from ********************** Club Members. I am considering taking aggressive legal action against Planet Fitness *******************************************, ME *****-2305 and Regional Manager ************************* of Granite Coast Properties, LLC.

  Business Response

  Date: 04/02/2024

  Hello *****,

  Per your membership agreement, you have been getting billed $25 per month that is billed to you on the 17th of every month. You also have an annual fee of $49 that is billed to you on April 1st of every year.

  If a member ever wishes to cancel their membership, then they have one of two options in order to do so. They can either go into their home location to sign a cancellation document or by sending their home location a certified letter in the mail indicating that they wish to cancel.

  Since your membership was never cancelled, we cannot issue you a refund per your request. If you send us your cancellation letter as soon as possible and if we receive it by no later than April 10th, we will get your membership cancelled and you will not be charged for another month.

  Thank you,

  Customer Answer

  Date: 04/06/2024

  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. 

  [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.]

  I HAVE CANCELLED MY MEMBERSHIP MULTIPLE TIMES. I cancelled my membership in person at this location 02/28/2024. I emailed ************************* and mailed ANOTHER CANCELLATION LETTER to Planet Fitness *********************************************** *****-2305 on 04/01/2024. Regional Manager ************************* and the employees are NOT ACTING ETHICALLY OR PROFESSIONALLY. THEY ARE REFUSING TO PROCESS OR ACKNOWLEDGE MY CANCELLATIONS. THEY ARE LYING ABOUT MY CANCELLATION ATTEMPTS AND REFUSING TO PROCESS MY CANCELLATION AND ARE OVERCHARGING ME. THEY OWE ME A $99.01 REFUND NOW. I have been attempting for 2 months to cancel my membership at Planet Fitness *********************************************** *****-2305 and get a refund. I was overcharged. I am getting an absurd and unprofessional runaround by Planet Fitness employees and Regional Manager *************************. The people I have spoken with on the phone and in person, including manager ***** at Planet Fitness ***********************************************, ME ***** regarding this ongoing issue have been unbelievably uninformed, incompetent, rude and unprofessional. I purchased a membership on 02/20/2024 and was charged $25.25 which was automatically deducted from my checking account. Shortly after that I cancelled my membership in person at this location 02/28/2024 and was assured my "membership was cancelled and I would not be charged again" I was charged $25.25 on 03/18/2024 and $49.00 on 04/01/2024 the same evening I emailed ************************* and mailed another cancellation letter to Planet Fitness *******************************************, ME *****-2305. That evening, 04/01/2024 Regional Manager ************************* STOLE $49 from my account in response to me contacting him about my ongoing cancellation issue. This charge was not a membership fee. It is THEFT. I want my membership cancelled immediately and my FULL $99.01 refund ASAP. I will be contacting my bank as well as the appropriate authorities regarding reporting this issue and the nightmare Ive had dealing with this Planet Fitness. Regional Manager ************************* of Granite Coast Properties, LLC P.O. ****************************;******************* ************** needs to be held accountable for fraudulent business practices, evasive customer service and stealing from ********************** Club Members. I am considering taking aggressive legal action against Planet Fitness *******************************************, ME *****-2305 and Regional Manager ************************* of Granite Coast Properties, LLC.
  
  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: 04/30/2024

  Mr ***** version of facts does not comport with our records. He signed a member agreement to use our clubs. That agreement contains cancelation procedures that are designed to protect our members from unwanted cancelations by people other than the member. We only accept cancelations in person and by certified letter. 
  
  
  In the meantime, he has repeatedly insulted our hard-working team members in violation of our policies. He has also threatened our team members in violation of our policies. Therefore, we have taken the steps to ban him from our business which will have the practical effect of canceling his membership.
  
  
  ******************* checked in to use our facilities on these dates:
  
  
  2/13/24
  2/15/24
  2/20/24
  2/22/24
  2/26/24
  2/29/24
  3/4/24
  3/8/24
  
  
  On none of these occasions did he speak to staff about canceling his account.