Business Profile

Fitness Center

Planet Fitness (Headquarters)

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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

Customer Complaints Summary

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

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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:01/30/2023
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.
When I went back to my Planet Fitness in April, they had said my account was closed and required me to open a new account. This weekend I noticed my old gym (read: account) was active and I have been charged for both clubs since April. I've only attended one gym. My bank is unwilling to dispute the funds and Planet Fitness said they were going to send in a request to their financial institution, but warned that I would likely not get a refund or credit. I'd like to note that every Planet Fitness member I spoke to was nice and tried to be as helpful as they could. It took 3 days of calling both clubs to find that my old account was actually open. I am frustrated that I was told my account was closed when it wasn't. This error cost me $87.96 and a lot of time and energy researching the issue and trying to resolve it. I get human errors exist but I feel it is unjust that I be required to be for services I did not receive and had not known about because of an error on PF's part.
Business Response
Date: 01/31/2023
According to our member's agreement, all cancelations must be 1) canceled in person and require a signature or 2) through mail with a written signature. Upon cancelation an email confirmation is sent to the email on file. If a member did not sign a cancelation in the club or mail a signed cancelation notice, then charges will continue to accrue until the membership is canceled. Most PF locations are franchised and unfortunately do not have access to all member's records.
Initial Complaint
Date:01/30/2023
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.
Charged $54.92 at signup on 10/30/22 and charged $49 again on 12/1/22.

Planet fitness is always $10 down. $10 a month. When I was charged $54.92, I believed it to be the $49 annual fee and a prorated 1st month since it was 10/30/22.
I am trying to get refund of the additional $49 charged on 12/1. The club (Melville, NY) is telling me that I signed up on a day that had startup charges(!!!)???

Why would I have paid start up fees when my son and husband paid only $10 each when they signed up on 10/1/22?

This is very shady business. I want the duplicate charge refunded.
Business Response
Date: 01/31/2023
This Membership was opened online
while the current offer advertised for the Classic membership was $49 down, $10
monthly with an annual fee of $49 to be charged on 12/1/22. This offer was run
from 10/20/22 through 11/6/2022. $54.92was paid at the time of enrollment
which includes the $49 enrollment fee + $5.92 for the first month prorate. A copy
of the agreement has been attached for reference.
Initial Complaint
Date:01/19/2023
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.
Membership # ********* ****** ***** 10-01-04

I requested cancellation of this membership June 2022.
Membership was reactivated by Planet Fitness September 2022.
Planet Fitness charges appear on my account September 2022 - December 2022.
I contacted Planet Fitness to inquire about charges. Told staff that this membership was cancelled in June.
Staff confirmed that membership was cancelled June 2022.
Staff stated they are unclear why membership was re-activated in September.
Staff assured me that membership would be cancelled effectively immediately and no further charges would be issued.
I contacted my bank to report fraudulent charges from Planet Fitness September 2022- December 2022.
Charges were investigated and refunded to my account.

January 2023 Planet Fitness issued a "Overdue" statement for $203.95
($24.99 monthly fee, $10 late fee, $39 annual fee, "Other fee" $30)

I contacted Planet Fitness to inquire about these charges.
I informed staff that this membership was cancelled June 2022 and again December 2022.
Planet Fitness staff stated, "We have no record of you cancelling this membership."
I reiterated that I have already cancelled this membership twice and was assured that it was all set.
Planet Fitness staff stated, "We don't have any proof that you cancelled your membership."
Business Response
Date: 01/24/2023
Reached out to ***** about her son's membership she did not answer the phone, so I left a detail message letting her know the membership was cancelled. I also waived all fees on the account and updated her email on file so she would receive the cancel document.
Customer Answer
Date: 01/26/2023

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:01/12/2023
Type:Sales and Advertising 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 is practicing deceptive business practices...

It is advertising on TV at $10 per month...

What Planet Fitness fails to inform the TV viewer about is a yearly fee (that is on the order of roughly $60 per year).

When I initially signed up with Planet Fitness (in my hometown of Oak Harbor, WA) I was not told about this yearly fee.

I truly believed I would be paying $10 per month from the day I signed up with Planet Fitness.

So, when I received the yearly $60 fee I was shocked and called Planet Fitness asking them if there was some sort of error.

I was told this is the standard annual fee which is absolutely NOT mentioned on their TV ad (nor in person at their gym).

So, in essence, Planet Fitness advertises at $10 per month on TV; but, in actuality, with the hefty $60+ yearly fee, it works out to over $15 per month!

I truly feel this is very, very deceptive ****eting on Planet Fitness's behalf AND THIS DEFINITELY NEEDS TO BE CORRECTED BY PLANET FITNESS IMMEDIATELY!

Non Transparent business practices are both shoddy and shady and Planet Fitness is definitely guilty here!

FIX IT PLANET FITNESS, NOW!!!!
Business Response
Date: 01/20/2023
****
********** (**********)
Membership created 10/18/2021
Classic $10 + tax each month
Annual Fee $39 + tax once a year (December)
Membership agreement attached
Invoice billed attached
Notes on account attached
Member signed up in
club on 10/18/2021, during the sign-up process member was informed of all
billing dates and cost which are listed in the membership agreement they signed. (Membership Agreement
Contract)
Member’s complaint is
not specifically with his account or billing as he as been paying the same
amount monthly with a yearly annual fee since he began his membership. (Invoices)
(Breanna
W**** – GM Oak Harbor PF conversation with **** **********)
On
1/20/2023 I reached out to **** to try and resolve any issues. He states that
he felt the TV advertisement for Planet Fitness was very misleading when
advertising the cost of a membership. He states that while he was in the Oak
Harbor location, he noticed the TV advertisement that stated a membership is
only $10.00 a month. He informed me that he did not see anything about the
annual fee on the advertisement displayed on the commercial he was watching for
Planet Fitness. I informed him that I will notify our Team regarding the
concern, but that I personally cannot make any changes to the TV commercials. I
then went on to explain our billing and overall pricing for memberships
including the annual fee. When asked if he wanted me to send him a copy of his
agreement that has all the information listed, he declined. Overall, he stated
that he is happy with our facility and just wished that commercials were not
misleading. (ABC Datatrak Notes)
Member is upset and
would like to file a complaint against Planet Fitness HQ and their marketing of
promotions. Stating the commercials do not list subject to an annual membership
fee. My understanding is that all Planet Fitness commercial marketing do lists the subject to annual fee
in their advertisement when they discuss price which is in fine print.
Initial Complaint
Date:01/11/2023
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.
A few years ago a man named ******* went into the Planet Fitness on Rt 13 in New Castle and signed up for a membership using my checking account information. They did not check his ID or anything. The account was set up in my name with a joint membership for him. After much calling, emailing ect. They finally closed the account but did not refund me. When ******* discovered the account was closed he signed back up and once again, no one checked. We closed it again and put a not in my account to not allow anyone to open a membership. He then started a new membership for a 3rd time. During this time my daughter was primally using the checking account as I started another one. I was informed that I am still being charged years later. I have went into the business and they told me to email. I emailed, no response. I finally reached a manager and he said he was closing the account and refunding me. Well the account is still open, I am still being charged every month, still have not worked out there, still don't have a membership card or even an account number. Please help
Business Response
Date: 01/25/2023
On 1/25 I was able to speak with the member on the issues they have encountered with past accounts. Both accounts were signed up online, and not in club. Accounts are cancelled out and member was told to contact their bank to file fraud claims.
Initial Complaint
Date:12/07/2022
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 contacted the Hickville NY Planet Fitness and I spoke to representatives over the phone numerous times over a few months. I tried to cancel since I no longer live near a planet fitness. I no longer live in NY and I had to finally go to NY to go to the Planet Fitness in Hicksville NY in May 2022 to cancel. When I went back to Florida I saw they withdrew from my account $22.99 and $39.00 for annual fees and I called again and emailed online. These withdrawals were after I canceled by phone and in person so please refund my $61.99.
Business Response
Date: 12/07/2022
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
by mail to the club address listed above. Please note it may take up to (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 as described above no later than the 25th of the
month before such billing. This membership was cancelled on 6/7/2021 after the annual
fee charged on 5/1/22 and monthly dues charged on 5/17/22 were billed. Attached you will find a copy of the cancellation form along with the a statement showing the dates of the last bill dates for the account.
Initial Complaint
Date:10/20/2022
Type:Customer Service 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 decided to tan for my trip to florida at the end of the month. I have a black card and was at the 2201 Farrand drive location. I had not tanned at this facility or at any Planet Fitness ever. A guy was helping me and just said just choose all the ones on the right, it will let you tan at max. I tanned around 9 minutes in the bed and was fine, I have decent color already. I went back on Tuesday and asked for 8 minutes in bed and she said go ahead. I was starting to feel like it was taking too long and could feel the burning and got out about 20 seconds before the end. I went back and asked if it was set at 8 minutes and she said she didn't know(same person I asked to set it at 8 minutes) and she said it was set at the last time it was used which was the 12 minutes. She is the assistant manager and I spent a week really burned and went back on Tuesday to talk to her. I asked around 3:50 and was told she was on her 30 minute break. I was still not feeling great and tried to work out but only was able to put 30 or so minutes in. I asked again for the assistant manager around 4:30 and she was still on break. I waited till 4:45 and they went and got her. I told her that I wanted to speak to someone about the time and how I was left in for 50% longer than I asked for and got a bad burn. She said that I signed a waiver and I had nothing I could complain about, I did not get anywhere with her and left. I never complain about nor have I written a BBB review before, but she was indignant and arrogant. She just tried to belittle me, I will not stand for it. I have a lot of friends that work out at the gym there, we all came from a gym that closed. I do expect to hear back from Planet or I will be sharing with everyone on social media. I do not want anything other than her to be reprimanded and retrained along with an apology. Thank you. I have pictures of my sunburn if needed.
Business Response
Date: 10/25/2022
On 10/25/2022, I spoke with member about his concerns and how I will be addressing his experience with the team member. Member was grateful I reached out and that it was going to be addressed.
Customer Answer
Date: 10/25/2022

Better Business Bureau:
Company reached out to me and I accepted their retraining of the employees and I am happy with the resolution.

I have reviewed the response made by the business in reference to complaint ID 18248903, and find that this resolution is satisfactory to me.

Sincerely,

******* *******
Initial Complaint
Date:09/21/2022
Type:Order 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 have been trying to cancel a membership for 4 months. They repeatedly are giving me a runaround. I was told I need to deal with my local branch. I called and they told me I had to come in.I explained for the 10th time that I no longer live there. They told me to send an email and when I asked what info to include I was yelled at and told "Normal info you would put in an email." When I asked the step by step specific info as the last 10 attempts did not work and man on the phone told me, "whatever you think." I then asked him to please speak nicely, and he told me " who do you think you are. I don't need to listen to this." He then hung up.
Business Response
Date: 10/03/2022
The membership was cancelled
on September 21st, 2022. As a one-time courtesy, the club manager
issued a refund in the amount of $88.98 to cover the July and August $24.99
payment and the annual fee on July 1st for $39. The September fee
was not collected, due to a bank dispute causing a balance on the account. The remaining
balance has been waived. The member was notified,
and a message was left that the funds could take up to 3-5 business days via
credit card and 7-10 business days via checking account, depending on her
banking institution.
Customer Answer
Date: 10/10/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 18056148, and find that this resolution is satisfactory to me.

Sincerely,

***** *****
Initial Complaint
Date:09/08/2022
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 have notice since I got a membership through this company. In the last two day have had different email from my other apps and federal loan account has suspicious activity on it. I have a feeling that this company is selling my information
Business Response
Date: 09/19/2022
I attempted to call the phone number ****** provided in her complaint. On 3 separate occasions the call seemed to be dropped or ignored after a few rings. I then composed the Email below and sent it over to her ****************@gmail.com email address. I am now waiting on a response to see if I can be of further assistance.
Hello ******,

My name is Ryan A************* and I am the Regional Manager
of the Erie Planet Fitness clubs. I attempted to call you a couple times a few
moments ago, but the calls seemed to be dropped after a few rings. I was
calling in regards to your complaint regarding your concern that Planet Fitness
is selling your information. I wanted to call and let you know that
Planet Fitness does not sell member data to third-parties. We do share
information with certain service providers and third-parties in conjunction
with providing services to you as a member and for certain marketing
activities. If you would like, you can view Section 3L on the 2nd page of your
membership agreement suggests that you review the Privacy Policy in its
entirety by visiting ****************.
If you would like to opt out of receiving marketing materials, please email [email protected] or let us
know, and we would be happy to take care of this request.

If you would like to speak further on this, we could
schedule a time for a call where I can explain over the phone. Please let me
know if there is anything else I can assist you with!
Initial Complaint
Date:09/06/2022
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 contacted Planet Fitness (Riverfront Location in Wilmington, DE) in June 2022 to cancel my membership. I spoke to a representative over the phone. He said that he was new and should be able to cancel my membership as I explained to him that I moved a considerable distance away from the Riverfront location. Subsequently, Planet Fitness has continued to debit my account. First for an annual fee and, thereafter, for monthly fees for July and August. When they debited my account in August, they caused my bank account to go into the negative. I called them to follow up with them in August. The representative now states that I have to come into the branch. This is not what I was told by the representative in June. I'm requesting refund for July, August ($50) and the $39.00 annual fee that I was charged. If you look at my account, I have not used these services since June 2022. The representative's named was Deshawn or something along those lines based on my notes. My name is ****** *******, my mail address (which has a forward on it) is **** ******** ** *********** ** ******
Business Response
Date: 09/12/2022
Membership has been canceled and a refund for July and August has been submitted, should see it within 7-10 business days.
Customer Answer
Date: 09/13/2022

Complaint: 17920808

I do not accept the business's response as a resolution to my complaint because it isn't clear thst I will be refunded for July/August monthly fee of $20-25 plus the $39.00 for the annual fee.
I will accept if resolution covers July and August monthly fee of $20-25 plus the annual fee of $39. It should be a refund of about $80-$90. I will accept that as settlement if paid. Please clarify.

Sincerely,

****** *******
Customer Answer
Date: 09/13/2022

Complaint: 17920808

I do not accept the business's response as a resolution to my complaint because it isn't clear thst I will be refunded for July/August monthly fee of $20-25 plus the $39.00 for the annual fee.
I will accept if resolution covers July and August monthly fee of $20-25 plus the annual fee of $39. It should be a refund of about $80-$90. I will accept that as settlement if paid. Please clarify.

Sincerely,

****** *******
Business Response
Date: 09/29/2022
Attempted to contact member again on 9/29 and left a message, did not receive a response. Membership was cancelled and a refund was issued to the account on file.
Customer Answer
Date: 10/03/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 17920808, and find that this resolution is satisfactory to me.

Sincerely,

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

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