Complaints

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

close

Find a Location

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.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Planet Fitness (Headquarters)

  4 Liberty Ln W Hampton, NH 03842-1704

• 

  Planet Fitness

  601 Washington St Hoboken, NJ 07030-4907

• 

  Planet Fitness NY (Corporate Locations)

  1040 S Broadway Hicksville, NY 11801-5027

• 

  Planet Fitness Waterville

  251 Kennedy Memorial Dr Waterville, ME 04901-4558

• 

  Planet Fitness Waterville

  730 Center St Unit 1B Auburn, ME 04210-6316

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:08/19/2022

  Type:Order 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.

  August 17 , 2022 I went the planet fitness in brick to go work out one of the employees told me I was banned from the gym asked me to leave I asked for the number for corporate call corporate several times to resolve the matter never gone anywhere get a phone call later this evening or come to find out she didn’t explain why they were cancelling my membership told me I was being too aggressive / intimidating members of the club ask her see video footage of the complaint and asked to list a complaint she told me she could not release that information to me very rude and nasty to me on the phone telling me that tapping my feet and breathing heavy is intimidating and being aggressive in the gym behaviour which explain to her I have ADHD and disability problem which medical condition . Which one of their policies is called discrimination I feel like I’m being discriminated 100% i’m feeling harassed and bullied at the same time .

  Business Response

  Date: 09/12/2022

  Ms. ******* has had several issues with other members over the past year. We had received multiple complaints dating back to 2021 in which she has made comments to, or tried to intimidate other members off of equipment. This has happened on at least 5 occasions. Management spoke to Ms. ******* and made her aware that her behavior was not appropriate. After we became aware of another incident in July of this year, management again spoke to Ms. ******* and warned her that any further infractions would result in membership termination.  A few weeks later there was another similar complaint filed and at this point the decision was made to terminate this membership. We strive to create a judgment free environment for all members and staff and it became clear that Ms. ******* was creating a negative member experience for all involved. We will not be reinstating this membership.

  Customer Answer

  Date: 09/12/2022

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because:
  

  Manager never spoke to me and said anything call me from her phone on a blocked number and told me they’re canceling membership . Been a member since 2013 never had an issue or problem until recently with this new manager I feel like she’s bullying and picking on my disability and I’m not intimidating anybody I have ADHD I ask simply politely how many more sets do you have and then I wait for the machine patiently and polite. When I asked the manager can I just change out Gym she told me absolutely not she feels that it’s not the right gym for me due to the fact that I had ADHD and it’s supposed to be a judgment zone which is one of the policies State . Not only that they’re discriminating my ADHD I asked politely to change out gyms she canceled my membership and told me that I’m not allowed back at any of the planet fitnesses asked to see the oven and she told me we’re not allowed to show you that or the video footage of me being intimidating people off the machines. All I want in result is to change out gyms to other area.  they are discriminating me 100% it’s supposed to be a judgment free . 

  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:08/15/2022

  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.

  For over a year, my daughter has tried to cancel her Planet Fitness membership. She has not renewed a contract and money continues to be debited from her account. I, too, have reached out in case there was any misunderstanding and basically got no for an answer. I reached out to the corporate office. I was hung up on twice by an automatic line and then reached someone in the rewards department who literally stopped talking on the phone. So, I go t not response either. My last recourse is to have my daughter close her account. This is such a shame and definitely terrible business.

  Business Response

  Date: 08/16/2022

  I spoke with ***** on 8/16/2022 and cancelled her daughter's membership as well as refunded her August Payment.

  Customer Answer

  Date: 08/16/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 17710321, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** *********

  The regional manager contacted me and was very pleasant.  She canceled my daughter's account and refunded the last withdrawn amount.  I was satisfied with that.  Thank you for your help!

• Initial Complaint

  Date:08/04/2022

  Type:Order 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 Classic gym membership at this planet fitness location on June 28th of 2022. After walking in and asking the staff how to register, I was instructed to log into their website through my phone and complete a registration form. While filling out the form I had asked the staff if there was one single $39 fee, or if there were two separate $39 fees. The staff answered that there was a single, one-time fee of $39. I had also asked if there were any commitments to the membership, and I was told that I could cancel any time. I was charged $45.25 on June 30th of 2022 in fees that were derived from a $39 dollar "startup fee", and a $6.25 prorated first month fee since I had joined in the middle of the billing cycle. One August 1st 2022 I was charged a second 39$ fee that was listed as "club fees". After being billed for the second $39 dollar fee, I returned to the Planet fitness and asked for a refund since I was assured by staff that there would only be one $39 fee. The club manager refused to issue a refund, and I tried to cancel my membership. Upon trying to cancel my membership, the manager informed me that I was signed up for a 12-month commitment, which staff had initially assured me that I was not signing up for during my registration. The current fee structure that was and is still available at their front desk shows a $1 startup fee and a no commitment membership, but the written contracts show different information. I signed a contract under fraudulent pretenses and assurances by staff members and I want at least one of my $39 fees back.

  Business Response

  Date: 08/17/2022

  Good afternoon,

  We appreciate Mr. ****** reaching out and providing his concerns. After looking into Mr. ******'s membership, per the original agreement, the member signed up for a membership on 6/28/22 with the following membership fees: $39
  start-up fee with a prorated first month totaling $45.45 at time of sign-up,
  $10 per month with a 12 month term until the member cancels according to the
  agreement, with a $39 annual membership fee billed each year on August 1st,
  starting August 1st, 2022. Planet Fitness runs different promotional offers frequently. The annual membership fee is billed annually for all members depending on the time of sign up and what the member agreed to. The offers Mr. ****** included in his complaint are during a different promotional period and included different terms and conditions. We can not issue Mr. ****** a refund for the $39 annual fee as this was a scheduled draft payment that was agreed to at the time of sign up.  As a courtesy our Club Manager spoke to the member, froze his account and issued him a free month for the misunderstanding. 

  Best Regards, 

  Customer Answer

  Date: 08/17/2022

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because: The staff on duty fraudulently misrepresented material facts that were in the contract, and as a result I signed the contract due to those misrepresentations. I will see you in small claims court.
  
  
  
  Sincerely,
  
  
  
  **** ******