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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.

*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.

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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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/15/2023

      Type:Order 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.
      Improper business practices with minors and bad practices to cancel the membership.

      Business Response

      Date: 09/12/2023

      Planet Fitness is a Franchise Independently owned and operated, this location is not part of our Franchise and needs to be forwared to the correct ownership group. 

      Business Response

      Date: 10/05/2023

      I did speak with this member and I thought I updated it. Sorry for the delay, we did go ahead and issue her the refund due to a user error on our part. 

       

      •  Thank you 

    • Initial Complaint

      Date:09/13/2023

      Type:Product 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.
      On May 3,2023 I signed up online for a membership. I went in on May 17 to use it and they said they had no record. So I signed up again. I never thought about it again until I went to my bank records on Sept 9, to learn that I had been signed up twice, and they billed me for the $52 annual fee and $10 monthly fee twice. And the monthly fee twice since June.

      I went into the club, showed the problem to the manager, Ryan (who refused to give his last name), and said there was nothing he could do about a refund of $92. Instead he offered credit for future dues, but I’m moving to Austin and there isn’t a club close to me.

      He said corporate would not be helpful either, and I would not get a refund even though I clearly had been charged twice. He said it was my fault for signing up twice and I had no recourse.

      This is more about principle than the money. This is just wrong.

      Business Response

      Date: 09/22/2023

      Hi,

       

      I have spoken to *** ******.  He explained to me what had happened with his account.  That 2 memberships were created.  When I went back to look at the information, there was 2 accounts within 10 days of each other. I let *** ****** know that I will be issuing a refund for his second account.  It was a mistake that needed to be addressed.  I have already called our billing company, and *** ****** will be receiving his refund in 7-10 business days.

       

      Thank you,

      Marie P*****

      Customer Answer

      Date: 09/25/2023

       

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.




      Sincerely,



      **** ******

    • Initial Complaint

      Date:08/09/2023

      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.
      I have been trying to cancel this gym membership. I have called the local gym, the corporate office, tried to do so within my account. No one helps, I cannot reset my password, they are rude and charging me. I want to CANCEL FOREVER. Refund my fees as well as I have not used the gym in over 2 years- that is about $250 at least. I have been harassed in their parking lot and do not want to go in or send a certified letter.

      Business Response

      Date: 08/14/2023

      Memberships are on going subscriptions until canceled and are not based on usage. According to the member's agreement, memberships may be canceled by coming into the club to sign a cancelation, send a signed letter to the club, or with California memberships, log in to their online web account and cancel from there. This club did receive a mailed canceled agreement notice on 8/9/23 and the membership was canceled accordingly. 

    • Initial Complaint

      Date:07/24/2023

      Type:Product 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 do not want to be a member of planet fitness anymore. They are a waste of money and they double charged me without giving me any warning. I want a refund for my last 2 months. The address of this planet fitness is *** ********* ****** ******** ************ ***** 
      Contact Us
      Phone Number: ###-###-####
      Email: *******@planetfitness.com

      Business Response

      Date: 07/25/2023

      We have reached out to this member via phone number on file. Member did not respond but we did leave a voicemail asking for her to call us back so we can resolve her membership issue. Per the members request, we have canceled the account and refunded the last 2 months of payments. 

    • Initial Complaint

      Date:07/19/2023

      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.
      Some individuals of a certain race were given preference over one of another race, customer watched access afforded to certain individuals while paying for the services and were denied payee's family member was not afforded the same privileges while paying as certain other ones were..When Paige G******* was contacted about this little concern was relayed Miss G******* was only interested in asking trick questions never intending to bring a resolution to the problems and the charges falsely made for services while access was being denied and certain other ones were being entitled to full access of services an attempt to contact the company's corporate Dorvin D*****, as well as a number of faxes and emails resulted in nothing this for the clarifies to complain it why Ms G******* had little concern whatsoever when told that complaint with contact corporate offices Miss G******* new that her unethical behavior and purposeful malingering was something which was more likely than not encouraged by corporate so show a little concern one way or the other when told... Company continued to charge my card while denying services to family member who the membership was purchased for... When told these things Miss G******* ask questions only design to support a particular narrative which she was set upon and contradiction to all the facts presented even from the card company...

      Business Response

      Date: 07/27/2023

      Good Afternoon,

      We have attempted to contact this person at the phone number provided but was unsuccessful. 

      Customer Answer

      Date: 08/02/2023

      Customers telephone number was changed several times since the initial complaint customers telephone number is now ###-###-####

    • Initial Complaint

      Date:07/05/2023

      Type:Order 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 would like to cancel my membership and the same for my wife Debbie B******'*. I try to get this worked with manager at Mint Hill location. The manager Kalee gave me hard time about it and we will not pay for cancellation fees. We are both black card members.

      Business Response

      Date: 07/17/2023

      Good Afternoon,

      I called the member on the issue in this survey and I was unable to connect via phone. I followed with an email to the email on this survey.

      Thank you,

      Ryan M*****

       

    • Initial Complaint

      Date:06/14/2023

      Type:Product 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.
      In January of 2023 I call to cancel my minor daughters account. Appears the account was put on hold at that time. On 6/3 appears the try to charge my account yearly fee of 39.00 that was declined for no funds and I was charged a 25.00 fee. On 6/12 they tried again because my disability comes in on 6/14 bank honored it and charge another fee for no funds at the time. I went to them and discussed with a manager and was told nothing they could do I said fine if that’s the case change account to my name cause minor daughter has free summer account because she has not gone in over a year. He stated he could not do that and couldn’t refund me either. I Requested a phone number for higher up and that automated system said they are privately owned to contact them directly . I feel I should have got an email advising of annual fee was due if that was the case, I was not informed when I called to cancel account. So because yearly fee was charged I feel I should have been able to change to my name so I could at least do tanning until it expired. I will contact bank to have payment disputed but not sure if they can help. Please advise how to handle this matter!

      Business Response

      Date: 06/26/2023

      Good Morning,

      She is receiving a refund for this complaint. She will be receiving in 7/10 business days!

      Thank You,

      Holly S*******

      Regional Manager 

    • Initial Complaint

      Date:06/13/2023

      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.
      They are making it unreasonably difficult to cancel. You can’t join at the club in person, they make you signup online, but then have to go in to the club when you want cancel. Then if you can’t get to the club, you have to physically mail documents to cancel. This is obviously a tactic to harm people and take their money for longer than necessary. I am unable to go in or send a letter at the moment. I demand you not only cancel my membership, but also insert some ethics into your disgusting business model.

      The club is Toronto (galleria mall), ON

      Business Response

      Date: 06/19/2023

      The account has been cancelled effective 6/19/23 within the cancellation policies signed and agreed to by the member on initial registration date @ 5/17/23.

    • Initial Complaint

      Date:06/13/2023

      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.
      I called this afternoon (6/10/23) to cancel my gym membership as I belong to another gym. I first called my home gym which is still closed for renovations. I then emailed and got an auto response saying the email is a no reply and to call my home gym. I called the next closest location and spoke to a very nice young lady at 2:01pm (6/10). She told me “if I came in before they closed at 7pm TODAY then I wouldn’t be charged”. I didn’t realize the date I’d be charged was today until I was informed by the front desk when I called. I just left the location I was told to come to- the gentleman said I would still be charged but I’d have access to my membership until July….!!! The website says cancel by the 10th of the month as it take 7 days….???? I don’t want to be charged again. The fact that I can’t cancel online is ridiculous and only makes me want to be further distanced from planet fitness!! They obviously only care about money and not the fact that you’re a returning, longterm customer. To add instill to injury- I couldn’t even use the gym due to injury if I wanted to come back here. I do NOT want to be charged further and I do NOT want to belong to planet fitness again.

      Business Response

      Date: 06/19/2023

      Hello,
                   The original Membership Agreement states, to
      cancel your monthly membership and stop the billing of the Monthly membership
      Fees on or around the 17th of the month, the club must receive
      written notification delivered to the club by the 10th of the month
      either in person or preferably via mail to the club address listed. Please note
      at may take up to (7) business days for any membership or billing changes to
      take effect.

      This
      membership was cancelled on the 10th of the month and has not been
      charged on 6/17.

      Customer Answer

      Date: 06/20/2023



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 


      thank you,



      ****** 

    • Initial Complaint

      Date:05/18/2023

      Type:Product 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.
      Over 8 months ago I went into my home club to cancel my membership after being told I cannot do it through phone or email. to my understanding it was cancelled, done and I would no longer be charged. when I just reviewed an updated bank statement I realized I have been being charged this whole time! I have not stepped foot in a planet fitness for over a year. it is unacceptable that I have been being charged this entire time after going into the club to cancel. I am looking forward to a response, resolution and reason why this happened.

      Business Response

      Date: 06/01/2023

      I spoke with her on the phone and let her know that we have issued a full refund and she should see that in her account within 7-10 business days and her membership has been cancelled. a form was sent to her email address as a confirmation. 

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

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