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Business Profile

Fitness Center

Planet Fitness (Headquarters)

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fitness Center.

Important information

  • Customer Complaint:
    BBB Serving New Hampshire handles complaints for the locations managed by this company's corporate office. Please check the listing of locations controlled by their headquarters before filing a complaint. If the location you wish to file a complaint against is not on their list, please file your complaint against that specific location using the search bar above.

Complaints

This profile includes complaints for Planet Fitness (Headquarters)'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Planet Fitness (Headquarters) has 163 locations, listed below.

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    Customer Complaints Summary

    • 139 total complaints in the last 3 years.
    • 55 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/16/2025

      Type:Product Issues
      Status:
      Unresolved
      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.
      To Whom It May Concern,I am filing a complaint against Planet Fitness. I was a member for 10 years at the ******* location. In late May 2025, I moved out of ********** to ******* and during my last visit at the club in *******, I was directed to the ****** site to cancel the membership. I attempted to cancel my membership online as instructed by Hoboken Planet Fitness staff. On May 31, I accessed the cancellation section of their website, but I never received an email confirmation of cancellation, but did not think much of it. On June 2, I was charged $52.25 for an annual membership fee. I immediately contacted Planet Fitness, explained the situation, including my relocation and financial hardship (unemployed for the past two years, but was told the fee could not be refunded because the system still showed my account as active.I have since disputed the charge with my bank. Planet Fitness continues to call and text me to collect the fee, -On 6/11 I sent an email to their executives asking for their assistance.-On 6/12 I received a call from PF, thinking it was their C team calling me back with an amiable resolution, I answered the call to find out that not only they were unwilling to help me, on top they added a $15 late fee to my account. Which now brings the dispute to ***** USD.-Meanwhile I receive an email telling how sorry they are to let me go and inviting me to continue visit the club until June 16th, date of expiration of my contract I imagine.Had the Hoboken staff been helpful before May 24th date at which I moved or during my last visit at the club, I would not be in this uncomfortable position. I am requesting a full refund of the annual fee and late fee charged, and a formal acknowledgment that my membership is cancelled without further attempts to collect.Thank you for your help.

      Customer Answer

      Date: 06/17/2025

      Planet Fitness Hoboken
      ********************br>*****************

      Customer Answer

      Date: 06/18/2025

      I thought I sent you the name and address of the home club, but here it is:
      Planet Fitness ***************;Address: ************************************
      Phone: **************

      Thank you.

    • Initial Complaint

      Date:06/04/2025

      Type:Service or Repair Issues
      Status:
      Unresolved
      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.
      Im requesting all money back that I paid to this business and for my time and inconvenience If we cant resolve I do have a lawyer thats willing to take this case at no upfront cost because this is pure reckless endangerment putting me at risk for perversion and peeping *** I knew since my first time coming to planet fitness something wasnt right not only at other facilities but it also at my home gym this has scared me Im not joining no more gyms I just want my money back and cancel this entire membership

      Customer Answer

      Date: 06/04/2025

      1127 Knox ave north Augusta sc 29841

    • Initial Complaint

      Date:05/22/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 will not allow me to cancel my membership. I moved to another state and have been trying to cancel my membership as I do not have one near me. I was told I need to submit a letter in writing and mail it to cancel. I continue to be charged despite going to numerous locations trying to cancel. They continue to bill me for over 2 years despite me trying to cancel. They are purposely not letting me cancel my membership so they can continue to collect money. It feels like such a scam.

      Customer Answer

      Date: 05/22/2025


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

    • Initial Complaint

      Date:05/21/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Attempted to cancel back in August. Was reassured by manager at the time that it was okay to cancel over the phone due to moving and having issues at the time. Was reassured by other workers and other former gym members they make exceptions.Contacted corporate around April due to messages about payment failing-concerned they still had my information and that I had not actually cancelled. Member assured me my account no longer existed. Have continuously been charged and attempted to be charged for accounts. Manager has not replied-though front desk has attempted to be helpful. Corporate number was horrifically unhelpful, rude, combative. Corporate assistance number claims they do not have record of call in April. Still have been unable to cancel. Not asking for refund. Asking for explanations as to why I was lied to by corporate or why they do not have consistent records. Asking for account to be wiped and canceled after 7 months of believing it was.

      Customer Answer

      Date: 05/21/2025

      Here is the address *******************************************;

      Business Response

      Date: 05/29/2025

      Reached out to ******* to discuss the matter by phone and email today. Wanted to discuss matter and apologize for inconvenience. I read that she wanted to Cancel the membership, so i also went ahead and cancelled and sent a copy of the cancellation to the email listed here. 

    • Initial Complaint

      Date:05/21/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I recently signed up for the black card for 24.99$ a month, I went to check the next day and now there is a deal for 19.99$ a month until May 26th. I tried to talk to the front desk at my location but they knew nothing about it. I have a screenshot from the website for the price I can send to whoever responds to this. Will I be able to get the ***** **** down since the deal came the day after I signed up?

      Business Response

      Date: 05/22/2025

      Management reached out and had a pleasant conversation with this member about the difference in price. It was explained that we are running a special offer for our new coming soon in the area and that she was welcome to join at that rate for that specific location which she chose to do so.

    • Initial Complaint

      Date:05/20/2025

      Type:Billing Issues
      Status:
      Unanswered
      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.
      Money was taking from my account since April 2025 through May 2025 2-3 times, from this organization. My son is a minor under 17 so he's not able to attend without the parent approval I'm the only parent. Bank overdraft his multi-times.

      Customer Answer

      Date: 05/22/2025

      PLANET FITNESS

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

    • Initial Complaint

      Date:05/15/2025

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Complaint Regarding Associate at Store #***** Improper Handling of Black Card Member Benefits Dear Planet Fitness Management,I am writing to formally file a complaint regarding an unpleasant experience I had at your location, Store #*****, with an associate named *** or **** on Wed 14, 2025 around 5:59 PM- 6:00 PM. I am a Black Card Member, and during my visit, I was utilizing the HydroMassage therapy bed as part of my regular post-workout routine. I had previously been informed by the associate who helped me sign up that I could use the HydroMassage bed again after allowing it to reset or warm up, which aligns with my expectations as a paying member.However, the associate in question told me that I was not allowed to restart or use the bed more than once, dismissing what I had been told by the original staff during sign-up. He claimed that those employees did not know what they were talking about and made it very clear that this would be the only time he would allow it to happen.His tone was disrespectful and dismissive, and rather than trying to provide a resolution or clarification, he was quick to suggest canceling my membership, which I found highly unprofessional and unacceptableespecially considering I had just scheduled personal training sessions and had every intention of continuing to use the facility.I believe that as a paying Black Card Member, I should be treated with respect, transparency, and consistency regarding member benefits. The behavior I experienced was not only unwelcoming, but it also damaged my trust in the service I was promised when I signed up.I respectfully ask that this matter be reviewed, and that staff at Store #***** receive additional training on customer service and clear communication of membership benefits. I also ask for clarification on the official policy regarding HydroMassage bed usage for Black Card members.Thank you for your time and attention to this matter. I look forward to your response and a resolution.

      Customer Answer

      Date: 05/15/2025

      ********** location in ************;

      Business Response

      Date: 05/27/2025

      Thank you for bringing your concerns to our attention, and we sincerely apologize for the experience you encountered during your visit to our ********** location. We strive to create a welcoming and respectful environment for all Planet Fitness members, and we regret that your interaction with our staff did not reflect these values.

      Upon receiving your feedback, our management team immediately addressed the matter internally. The associate involved has been spoken to, and the full team has been retrained on Black Card Spa benefits, including proper protocols and member communication expectations. We have also reinforced the importance of delivering courteous and professional service at all times.

      Additionally, our management team followed up with this member directly to apologize for the discomfort and lessened experience they had. We understand the importance of feeling respected and valued, especially as a loyal Black Card Member, and we want to assure them that this situation has been taken seriously and will be resolved accordingly.

      To clarify, Black Card Members are permitted to use the HydroMassage beds an unlimited amount of times during a visit, as long as no other members are waiting or scheduled to use the equipment. Members are welcome to schedule additional sessions through the kiosk and wait for the next available time slot during peak hours.

      Thank you again for your feedback and for giving us the opportunity to improve. We appreciate your continued membership and look forward to supporting your fitness journey.

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

      Manager, Regional Operations

    • Initial Complaint

      Date:05/15/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This is a formal complaint for wrongful debit practices by Planet Fitness for membership located at ***********************************. The membership # ********** was established ********* fees should be $16.05 for monthly dues and $52.43 for the annual fee. On March3, 2025 a withdrawal was made for $31.03 On April 22, 2025 a withdrawal was made for $31.05 On May 6, 2025 a withdrawal of $52.43 was made Calls were made onApril 29th and April 30, 2025 at ************ to ask why the membership was not being charged through the checking account, and instead ********************** resorted to debiting the checking account number provided (belonging to **** *****) and imposing a late fee of $15.00. After an extended hold, I was informed that my bank was not processing the payment using the checking account number. Upon calling the bank, they confirmed that at no time had an attempt been made to debit the checking account. Instead, the payment was made using my debit card and the late fee tagged on. I have attached the chat conversation with Space Coast which indicates that: "We don't know why it would been been denied then. There is no reason for it to be denied on our end since your account was positive the whole month of March and April." The banking information has been provided twice. The bank has been contacted and as evidenced in the conversation attached, has confirmed that they have not received a request for payment using the checking account number. As a result of this experience, the membership was cancelled on 5/5/2025. I was informed that if I wanted to reinstate the account, the annual fee would be due. Instead, today on May 6th, 2025 the fee was again debited from my debit card not my checking account, and a late fee tagged on. Note that the membership had been cancelled. Planet Fitness has been unable to provide answers.Upon researching BBB and other contact information for CEO's,

      Business Response

      Date: 05/27/2025

      Good ************************************** manager made contact with member on 5.15 to resolve the issue. I have attempted to call member today at 10:15 to confirm this has been done and will follow up if needed!

    • Initial Complaint

      Date:04/28/2025

      Type:Facilities Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I initially signed up in January for $1 then caught wind of them changing dei policies and sent over a correspondence on their site, asking that my account be deactivated because I dont support the changes made. Ive called this location multiple times after each time Id been charged only to be told the manager has to deactivate my account and that he isnt there. This has now been going on for 4 months. I call, no help. Ive even called their billing department for help and they told me there is nothing that can be done on their side. Im currently out of $150 for a gym membership Ive been begging to have closed.

      Customer Answer

      Date: 04/28/2025

      Planet Fitness, *********************, *************************************************

      Business Response

      Date: 05/02/2025

      ***** **** was cancelled on April 21st, 2025. After reviewing her membership, she did not attempt to cancel out her membership via written letter or coming in in-person to cancel the membership, as our membership agreement requires, until April 21st. As per her request for a refund, a refund would not be warranted due to her not cancelling her membership in accordance with our membership agreement.

      Her request for the specific value of $150 would also be inaccurate, as her bank account registered as having insufficient funds for January, February, and April's monthly invoices. We have only successfully collected March's monthly due of $30.41 and her Annual fee of $49.00 from *****. She currently has a balance of $136.23, which my team did not pursue upon her cancelation. Regardless, Sikia is not entitled to a refund as per our Membership Agreement and will not be receiving a refund.

    • Initial Complaint

      Date:04/21/2025

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Im trying to get a hold of your location I joined in ********* still waiting on the manager to get back to me my membership fees were taken out so Im not sure how I still owe I was gonna pay on the app but now I cant and Im unable to drive due to a foot boot on my foot due to a fracture Im not happy at all and I need someone to contact me

      Business Response

      Date: 04/30/2025

      Good evening,

      Both regional and club level management have attempted to reach ***** via the telephone regarding her submission, but have been unsuccessful. Voicemails were left to reach back out at her earliest convenience and a follow up email as well. I will update once contact is made.

      Customer Answer

      Date: 05/01/2025

       
      Complaint: 23225475

      I do not accept the business's response as a resolution to my complaint because: [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 did receive messages but issue was resolved thank you
      Sincerely,

      ***** ****

    Planet Fitness (Headquarters) is NOT a BBB Accredited Business.

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