Complaints

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:03/04/2025

  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.

  Complaint Summary:I am filing a complaint against Planet Fitness due to fraudulent activity, financial misrepresentation, and deceptive business practices regarding my membership cancellation.Key Issues:1.Forgery of My Signature on Cancellation Forms I recently received copies of my cancellation forms, and my signature was forged by an unknown party.I never authorized or signed these documents.This is fraudulent misrepresentation and was done without my ********************************** Charges I was told over the phone that I owe $279, but the cancellation form shows $348.35.Planet Fitness has provided conflicting debt amounts with no clear explanation.I was never informed of the full cancellation cost before they allegedly processed it.3.False Claims About a Collections Account I was previously told my account had been sent to collections, but a manager later admitted this was false.If my account was never in collections, past claims preventing me from canceling were misleading and deceptive.4.Failure to Provide **************************** I requested a cancellation in the past and was told that they couldnt cancel my account while I owed money, even though they canceled my wifes account when she owed money.I was promised that my balance would not increase, yet it has increased by over $250.I was misled about my account status, charges, and ability to cancel, which feels like an intentional attempt to trap me in an endless billing cycle.Planet Fitness has failed to provide clear policies or justification for these charges.Desired Resolution:I request that Planet Fitness:? Investigate and address the forgery of my signature.? Provide a full itemized breakdown of what I actually owe.? Adjust or refund fees if they were applied unfairly.? Confirm in writing that my account is closed with no further charges.If this is not resolved, I will consider further action.

  Business Response

  Date: 03/05/2025

  None of this is true at all what so ever, The guest has a card on file that expired months and months and months ago hence why he owes all the money he does, including his hard constantly getting declined over and over from not having money in the account for the bill to be paid. The guest is 86'd from the property as well for being rude to our staff. All of this can be confirmed by his 6 accounts he has from joining and cancelling repeatedly over the years he has been a non consistent member with planet fitness. He has several "Expired" Accounts along with several "Cancelled" accounts, also he has a few accounts that have returned for collections due to non payment.

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 23020604
  
  I am rejecting this response because:

   

  Dear BBB Representative,
  
  
  I am writing to formally respond to Planet Fitness response, which is full of false claims, deflection, and outright fabrications in an attempt to avoid accountability for their forged documents and deceptive business practices.
  
  
  Key Falsehoods & My Response:
  1. Forgery of My Signature
  

  I have photographic evidence of a cancellation form signed by someone other than me.
  

   I am willing to testify under penalty of perjury that the signature is not mine.
   Planet Fitness has completely ignored this legal issue in their response.
  

  2. Contradictions About Collections Accounts
   A manager admitted to me on the phone that there is no collections account and that they just tell people that.
   Now, Planet Fitness falsely claims my account was sent to collections, which directly contradicts their managers statement.
  

  3. False Claim of having six accounts on file.  I have had only one or possibly two accounts, not six. please note that any account under a different name including my wife sister or brother do not count as my personal accounts 
   I demand written proof of all six accounts, including the dates they were created, billing history, and cancellation documentation.
   If they cannot provide evidence, this is a blatant lie used to discredit me.
  

  4. False Claim of Being banned from the Property
   I have never been rude to any Planet Fitness staff member.
   I was never informed that I was banned or removed from the property.
  I demand written proof of any official ban notice, warning, or incident report.
   If they cannot provide evidence, this is a slanderous statement used to discredit my complaint.
  

  5. Failure to Notify Me of Expired Payment Method
  

  If Planet Fitness claims my card expired and payments failed, I demand proof that they made any attempt to notify me via email, phone call, or mail.
   If they failed to notify me, then the burden of proof falls on them.
  
  
  What I Expect From Planet Fitness:
   A full explanation and resolution for the forgery issue.
   Written proof of the alleged six accounts.
   Proof of any ban or an official retraction of that statement.
   Proof of any attempts to contact me about my payment method.
  A proper breakdown of charges instead of contradictory debt amounts.

  the female manager i spoke to at 230 PM on the date of march fourth 2025 to confirm or deny, while being informed that the phone call was recorded, if when asked if the payments should be made to her or collections, that she did in fact tell me that they dont actually have collections accounts and they just tell people that. 

  if her statement is false, provide the collections agency contact information and proof that my account is in collections. 
  
  
  Planet Fitnesss response does not address the real issues at hand and instead deflects blame while slandering me. If this is not resolved properly, I will escalate this complaint further to the *** and my states Attorney General.
  
  
  Sincerely,
  ***** ****

  Customer Answer

  Date: 03/20/2025

  Dear ******,
  
  I hope youre doing well. Im reaching out regarding my BBB complaint (#********) against Planet Fitness Helena. Corporate has since stepped in and resolved my issue by clearing my balance and officially closing my account.
  
  Id like to update my complaint to reflect that corporate handled the matter professionally and resolved it quickly. However, Id still like my original complaint against the Helena location to remain on record due to their mishandling of the situation, including improper billing practices and failure to provide transparency.
  
  Please let me know if this update can be added to my complaint, or if any further action is needed on my part. I appreciate your time and assistance.
  
  best, 
  
  ***** juza 
  **********
  

  
  

• Initial Complaint

  Date:07/18/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Starting last year, in November, I attempted to cancel my membership online. The system kept telling me I did not have the correct sign in information. I clicked on forgot password and it never sent me an email to reset my password. I entered in two possible emails that I could have used when I signed up and no email came to either account. I tried several times in the continuing months to sign in online and I called my "home club" (Helena, MT) several times as well, just be told I need to come in person to cancel. They could not help me with signing into my account or which email I used. I did not have access to the club in person during this time. The last time I was at the club was October 30 of 2023. I would have sent confirmation of this, but I cannot access my account and the club says they cannot give me a record of my visits.I was finally able to access my "home club" last week, after 9 months!, and went in on July 11, 2024 and cancelled. The girl told me my account was closed as of 7/11/24, but yesterday I was charged AGAIN. This has been the worst customer service and a nightmare on my finances. I feel that this is all done so people will have to keep paying long after they quit using the club. I will never be a member of this establishment again. When I signed up I thought it would change my life for the better.If I had been able to get help with my sign in information, I could have cancelled online and saved the headache of this whole mess. I am asking for a refund from the time I have not been to the club which is a total of ******. I would never have been charged that if customer service would have provided me with the information I needed or if an email would have come through to either of my accounts to reset my password. It is ridiculous you have to go to your home gym in person to cancel. Most of the attraction to Planet Fitness is that there are clubs all over that you can access as a member so would be perfect for travelers.

• Initial Complaint

  Date:01/30/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  About a year 1/2 ago, in April 2022, I had to work outside the state for 5-6 months & was told my account could be on hold the WHOLE TIME i was gone. I got charged for all the months, (April-Oct 2023) including the 3 months allowed where you wouldn't be charged to hold your account in situations like this. Spoke in detail to management who were very helpful then. This started in late oct -early nov 2022. It was agreed by management & that i was unfairly charged and should get back $30 for those 3 months a member could have their account on hold WITHOUT being charged in situations where they are away. I'm often fairly active & used planet fitness regularly each week. Corporate never honored this when I kept regular contact with mangement about the status of this issue for the ensuing months. The management told me nothing had happened on the corporate end, who had the power to ***** me the $30 refund. Never got anything sent to me or credited on my bank checking account for the $30. refund. There's very high turnover of ****************** at the Helena, MT PF location, like a lot of other PF locations, and this is a real problem when it comes to ongoing account issues that then have a much lesser chance of getting a complete or right resolution. And, as it turns out, a while later, the ****************** i corresponded with & who knew about this situation, left. With new employees it's next to impossible now to rightly solve it. I figured nothing could be done after the staff change, so I didnt report it. I am now as a complaint because it could have been solved from those with the power to do so. Yeah, it's just $30, but im most angered by the PRINCIPLE of it all . The fact that those with the authority to ***** a customer's valid request for a refund that was was due to them isn't honored.

  Customer Answer

  Date: 01/31/2024

  Dear to Whom it Would Concern, 
  
  In my initial complaint I had sent to a BBB location that I found out didn't cover my area, it wasn't all I wanted to say and I realized I wished I worded some of it different or add more relevant information to fill out some issues that *** appear incomplete or confusing to the reader. I will also call the number listed for you to better explain my complaint so it can be more useful.
  
  Here's is my latest version of my complaint with Planest Fitness that happens to include the Helena MT location where I live, but really could extend to many PF across all the states. I want to emphasize the latter. 
  
  "I first gave planet fitness in Helena a good review, but 7 years later, I don't. Im not sure if it's because of a top level business behavior that  has gotten more shady & greedy over time & affects all PF locations. A system where once again, 'the little guy' seems to get just lost  in the system &  increasingly taken advantage of by a mega corporate business. Or ***be it's more regionally decided somewhat. It starts at the top. If it's broken or corrupt at that level, it will filter down over time where it eventually won't work in the long term & needs an overhaul.
    Im most frustrated about certain corporate practices & a system that PF has in many locations across  all the states.  The 2 topics addressed here are: 1) The way the music is handled & 2) How your account is ultimately handled at the corporate level.  PF is a good concept for having the cheaper option & still have a good selection of equipment that generally works and is decent for what you pay for. So many other gyms have the same issues but are also very pricey. Can't afford that the latter. 
   There's evidence to suggest the corporate practices of this company are deceitful & take advantage of both staff & customers. Varying by location, corporate generally only allows the same canned  music to be played at their locations  where  generally no one has a say in  or are  allowed to have  other options or variety from customers & employees. There is/was *******, but it seems some locations  don't use it or stopped using it as an option for customers to have their own music choices played. The Helena MT one apparently doesn't now.  Instead,  we get this intrusive,  sterile, souless,  and dumbing-down-of- the-masses kind of vapid annoying stuff appealing to one type of person. It's also  often  way  too loud, even when one has headphones.  A system where supposedly none of the staff, even management, can do much about. Mostly only controlled by corporate, apparently these days.
  
  About a year 1/2  ago, in 2022, I was going to work outside the state for 5-6 months & was told my account could be on hold the whole time.  Before i left, I asked to have my account put on hold (frozen).   Even though i was initially told wrong information (though i didnt know at the time) by the employee back in April 2022 who said I wouldn't be charged for the entire time i was gone, i still was charged for all the months, including the up to 3 months you could have your account frozen & not be charged the monthly $10.  i only found out the true information when I got back to helena on Oct 2022 & went in person to initially check on this. I knew 3 months of that then was legitimately charged, but not for the other 3 months. So i spoke of this in detail  to management who were very helpful then (2022 to early 2023).  It was agreed by them that i was  unfairly charged and should get back  $30 for those 3 months.  Corporate  ended up never honoring this when I kept calling about the status of this over the ensuing months & year. I was told by management that corporate would refund the money but would take a few months, even a year, and it would either be applied to my bank  account or sent to me. Niether happened.  After some time,  the management & staff i corresponded with on this issue had left. Very high turnover here & so it makes ongoing account issues almost impossible to complete & get rightly resolved!   So corporate, once again, gets away with taking advantage of the customer!  And what's with their paying method of not doing a membership by either debit or credit card and only through access to the customer's bank account where PF has access to the customers' sensitive banking information?? Helena MT 's does this. I guess some locations do this & some don't. Then if there's a problem with the account, customers are sent a vague, unhelpful text saying " there's a problem with your account." And I've heard of this kind of thing even being  a scam, or you dont know whether it is or not at first. Then, after all the time it takes when investigating through one's bank & with PF to find out what really is going on, you just get the late fee anyway. Too much of a waiting game that takes too long & blows up into a real hassle that should not have happened in the first place! I'm one who experienced this issue. The policy using customers' direct banking info (ie checking account & routing numbers) is a not good method!  And handling customers accounts SHOULD NOT be done mainly done  through frontdesk workers where there even more turnover creating a situation where most of them often dont know enough to tell people accurate or complete information or can really help and it ends up going through several of them who aren't on the same page with a customer's case. More room for error & too much time lost. PF has too much control & ability to yet again take advantage of customers this way. For ex, charging accounts on people who want to cancel their membership, which is one of the major complaints with PF. Really frustrated by all the runaround from a system that is basically greedy & has generally poor customer service. The way they came up with their policies & wording them is also a kind of a way to take advantage by not being upfront to customers to have it be CLEAR & OBVIOUS with some of the MOST important things for customers to know. Instead, it's just sneakily buried in fine print. Not an honest, straightforward company, i.e., especially the ones who make the rules. Nothing to indicate any of the above will change for the better,  even with all the feedback from employees & customers and complaints to the BBB. " End of complaint.
  
  Thank you, 
  *******
  

  
  

• Initial Complaint

  Date:01/26/2024

  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.

  On 12/24/23, I cancelled memberships for Myself and ***************************** and Planet Fitness continues to charge my checking account as well as my credit card. Please help! Thank you.

  Customer Answer

  Date: 01/26/2024

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  Business Response

  Date: 02/05/2024

  we can cancel at any point if they come into the store or send a certified letter with their signature stating they would like to cancel