Business Profile

Fitness Center

Planet Fitness (Headquarters)

This business is NOT BBB Accredited.

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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.

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.

Initial Complaint
Date:11/12/2024
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.
Hello,A new Planet Fitness location recently opened in my area, and I signed up for their $1 trial on 10/9/24. They mentioned that I could cancel if I wasnt satisfied. After trying the gym once, I decided it wasnt for me and canceled my membership on 10/14/24. I received a cancellation confirmation email, which Ive attached for your reference. Additionally, I visited the gym in person to confirm the cancellation.However, on 10/22/24, I was surprised to receive a $40.05 charge. I called customer service, and they told me it was a mistake and that I would be reimbursed. Despite this, no reimbursement has been processed. I called again, and the same response was given.This charge has caused problems with my credit card, as I was unaware of it and did not pay it on time. I kindly request a refund of the full amount, plus compensation for the inconvenience this has caused.Thank you for addressing this matter promptly.Sincerely,Simge
Customer Answer
Date: 11/23/2024
Please cancel this.
Customer Answer
Date: 12/09/2024
The issue is solved.Thanks
Initial Complaint
Date:11/01/2024
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 originally signed up for month to month membership with the aforementioned gym facility. After I could no longer frequent the gym due to life circumstances, I instructed my bank to issue a stop payment. The gym then charged one final membership payment along with a $15 "late fee." When I called the branch to seek an explanation, management stated that because I did not follow the proper procedure to cancel my membership, I was also assessed a late charge. They said it was all listed in the contract. I have searched the contract thoroughly and there is no mention of late fees anywhere to be found. It does seem there is a fee assessed for members with contracts who wish to opt-out, but not for month-to-month clients. I believe this is an unfair commercial practice intended to extract one final payment from its customers. I can produce entire contract upon notice.
Business Response
Date: 11/05/2024
Good evening,
I have looked at the membership agreement that was attached to this complaint and have copied the section of the membership that states our cancelation policy and late fees assessed for overdue payments and have attached them to this message. Notifying their bank to stop payment is not the proper way to cancel the membership.
Looking over the account, I have attached payment history showing the stop payment due to account closed and chargeback issued from his bank. There will be no refund since October's dues have not been received. Membership has been canceled as of 10/29/2024.
Thank you
********
Customer Answer
Date: 11/13/2024

Complaint: 22488585

I do not accept the business's response as a resolution to my complaint because: If you look at the second bullet point on the contract it clearly states that it is a month to month contract from the onset. It is preposterous to charge late fees to members operating without any commitment for prolonged use.

Sincerely,

***** ****
Business Response
Date: 11/14/2024
I have attached the section the member is referring too. It is a month to month however; it states in the membership, "If you have a minimum monthly term, your account below will be billed for a minimum of 0 months, and will continue on a month-to-month basis at the monthly rate above until you cancel in accordance with the terms of this agreement." This member didn't cancel before the 10th of the month, like stated in his contract, he canceled on 10/29/2024. I already attached proof that this member didn't pay any late fees, nor did he pay any late fees since joining Planet Fitness. The amount of $41.37 is still on his account due to stop payment that the member admitted and the account shows that we have a chargeback attached to his membership for his October payment that should've came out on 10/17/2024, but by instructing his bank to stop payment, we never received this payment, therefore, we are unable to issue a refund for payment we never received. You can look back at all the attachments that were uploaded to verify my statements and that the member didn't pay a $15.00 late fee or his October Membership Dues.

Thank you
Initial Complaint
Date:10/22/2024
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 moved out of state.*I called to cancel my membership OCT 4 2024 because I cannot show up in person.*The manager walked me through the cancellation process via the app.*I called the ****************** to confirm cancellation.*The billing department claims they cannot cancel my membership and keep stealing my money. REOLUTIONS *Planet Fitness stop charging my card.*Planet Fitness removes my bank details from their billing system.*Planet Fitness refunds my money and no future charges.*Help me resolve this please. Thank you
Business Response
Date: 11/08/2024
Contacted member about this issue. We came to a resolution of canceling the member and issued a refund. This resolved his complaint.
Customer Answer
Date: 11/14/2024

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:10/07/2024
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.
I have been attempting to cancel my account for three days without success. I emailed the join@ email address from which Ive received messages, called the **************** location (the staff were very kind), and also tried to manage the cancellation online. However, I am not currently mobile and unable to visit the location in person. Please cancel my account immediately, with no charges or outstanding balance, due to the time and stress involved in trying to cancel my membership. They may say their gym is accessible, but their services are very stressful.
Business Response
Date: 10/08/2024
As stated in the contract, the membership can be cancelled one of two ways: either in person or via mail. However, as a one time courtesy to better assist this member due to not being able to come into the facility to cancel, we have gone ahead and cancelled the membership and contacted the member to let her know.
Initial Complaint
Date:10/07/2024
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.
I signed up for a Planet Fitness membership in August. I inquired at the front desk a couple of weeks ago when I needed to cancel my membership by to avoid the annual service fee. I was told Sept 30th. I went in person to cancel on Sept 30th. I was again told there were no pending charges and I would not be charged the annual service fee. I was charged the fee on 10/1. I spoke to the manager today and she told me my agreement says I needed to cancel by Sept 25th to avoid the fee. It did not occur to me that staff would not be able to answer this question correctly or that I could not trust them on 2 separate occasions. This reflects poorly on their business practices.
Customer Answer
Date: 10/07/2024
Since I filed the complaint I spoke to Brenda again, the manager at the Bedford Planet Fitness. She apologized and told me my refund is in process.
Business Response
Date: 10/07/2024
Brenda the club manager sent Beth's refund request on Friday 10/4 when Beth spoke with her about the refund. Brenda did let her know that her agreement does state she must cancel by the 25th of the previous month to not be charged on the 1st.
Refund requests usually take anywhere from 5-7 days to process but She was issued the refund this morning 10/7 and should have the funds available in her account now.
Initial Complaint
Date:10/02/2024
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.
Date of Transaction: The annual fee was charged on October 1, 2024.Amount Paid: I was charged an annual fee of $49 by ******************************* Commitment: When I visited the *********** on September 25, 2024, I inquired about the membership cancellation policy. I was informed by a staff member that I could cancel my membership anytime before October 1, 2024, to avoid the annual fee.Nature of the Dispute: Based on the information provided by the staff member, I did not cancel my membership immediately, as I believed I had until October 1. However, I later learned that the membership needed to be canceled by September 25 to avoid the annual fee. The staff member who gave me this incorrect information mentioned that they were new and unaware of the correct policy. This misinformation resulted in me being charged the annual ************'s Effort to Resolve: As this issue stems from misinformation provided by Planet Fitness staff, I am requesting a refund of the annual fee charged on October 1, 2024. The ****** location is aware of the situation, and I encourage you to verify this with them.
Initial Complaint
Date:09/23/2024
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.
For over a year now Planet Fitness has been attempting to charge my account. I called multiple times since 2023 & was told I don't have an account. I had to SEVERELY ESCALATE with all of the rude customer service agents in order to get anywhere with this issue but was always told that I don't seem to have an account. I called just a few months ago ago again & FINALLY confirmed that I DO NOT have an account & that my abuser falsely used my bank info to sign me up before I left him & got an injunction. It was agreed by Planet Fitness to refund my money due to ************ confirmed I never once used their services in the time I have mentioned. I have not stepped into a Planet Fitness in yearrrsss, which they confirmed. I had my bank stop Planet Fitness from taking money from me but Planet Fitness continues to use a variety of ways to attempt to take money from me, which I can see. Ever since they told me a few months ago that they would cancel my subscription & refund me all the money they have STOLEN from me, they are now trying harder than ever to take even more money out of my account than before. I will be taking this to court if it gets too out of hand because after reading all of the complaints I am 100% certain that Planet Fitness is liable to be sued by most of the people who have every right to complain about similar experiences. The amount of money is getting so high that it will actually be worth it to utilize my lawyer soon. Hopefully Planet Fitness does the right thing like they said they would, return my money & LEAVE ME ALONE. There needs to be a local Economics Crime Unit in the HQ's hometown so an investigation on them. Please report Planet Fitness to the appropriate authorities based on locations & issues.
Customer Answer
Date: 10/02/2024
Are you daft? Did you even read my complaint or anyone else's with the same exact problems? You can figure it out because I can't & it took your support team over a year with my multiple attempts of contact to even locate my account that you've been charging me for to begin with because I was told, the whole time I was being charged, that I didn't even have an account with Planet Fitness. You're still trying to take money from my account. What kind of scam artists do this to customers anyways? What an obviously horrible way to have people try to cancel their accounts to begin with. Unethical practices you're having people blindly sign for, I'm sure after looking everything over a lot closer over the year or so this has been happening to me.
Customer Answer
Date: 10/04/2024
Planet Fitness clearly needs to be investigated by detectives qualified for the job such as an economics crime unit. Planet Fitness refuses to properly read my complaints, responds in a way that is CLEAR they didn't read the conplaint & sends all of the people it's ripping off into a spiraling circle of constantly asking for the "home planet Fitness"
Customer Answer
Date: 10/07/2024
All I can find is it's possibly Bayonet Point based off of all of the charges they continue to try to make & more aggressively now. Only zip codes for that area are 34667 34668 maybe even 34669 I've made it clear that Planet Fitness couldn't even find my account for a whole year until I recently escalated the situation. They promised to stop charging me & give me a refund while they continue to try to take more than ever. I am NOT the only person experiencing this. Does BBB also need to be held accountable for helping criminals? It took over 100 victims of a local chop shop to harass BBB until they finally added info about all his criminal charges. What, are you helping these crimes? Ugh.
Business Response
Date: 10/07/2024
Good afternoon,
I attempted to contact Taylor and left her a voicemail. We have processed the cancellation so there are no further draft attempts on this membership.
Taylor states this account was created fraudulently by someone she knows, the matter would need to be escalated through her bank as fraud for further assistance. Furthermore, we are unable to issue a refund due to charges not being drafted successfully.
Initial Complaint
Date:09/13/2024
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.
Our high school student daughter signed up for a free student summer membership at our local Planet Fitness in June 2023. SHe was charged initially on 7/17 for the regular membership fee of $15 and she went in to tell them that they wrongfully charged us. They told her they fixed the membership. On 8/1/2024 we were charged an annual membership of $49. When we called to have it refunded we were told they don't do that even though it was their mistake.
Customer Answer
Date: 09/13/2024
Planet Fitness
*****************
**********************
Business Response
Date: 09/19/2024
I contacted **** ****** on 9/17/2024 and collected all his daughters membership information. He explained she signed up and wanted to participate in the free summer program, but that membership should no longer be active. As a courtesy, I cancelled the membership promptly and it is no longer active. I called the billing company to discuss the charges/membership. The billing company advised that there were no payments drafted due to a hard decline, from the card holder unauthorizing Planet Fitness withdrawals.

There was, however, a balance on the account because the member should have been frozen for the free high school summer program. All fees were waived, (monthly, annual, and late fees) to clear the balance. I called **** back the same day for an update. He stated that he was billed for 1 month and an annual fee. I explained my conversation with the billing company as they assured there had been no fees withdrawn from the account (as per the balance). I asked **** to please send a screenshot of his statement to my email so I could further investigate the situation and see if there is anyone else linked to his account.

I have not yet received this information or heard back from ****.

Thank you,

******* *******
Regional Operations Manager- ****************
___________________________________
Planet Fitness Corporate Clubs
Home of the Judgement Free Zone

Customer Answer
Date: 09/21/2024

Complaint: 22277896

I do not accept the business's response as a resolution to my complaint because: I apprecaite the email. I did send ******* back the screen shots on Friday which was two days after our conversation. I the email I provided screen shots of both charges that hit my account in July and ****** totaling $64 and this was after she signed up for the free account and canceled. We made multiple efforts to have this fee reversed. I do not understand the rest of that email which I also expressed to ******* during our phone conversation. There are no additonal charges unless there is fraud. I have reached out to my bank and disputed these charges. They are reviewing and their fraud department has reached out to me.

Sincerely,

**** ******
Business Response
Date: 09/24/2024
The billing company number, agreement number and club number was provided to **** to inquire about billing questions regarding the account. After our conversation, he notified me that fraud was claimed for the charges and his bank has issued a temporary refund pending an investigation.
Customer Answer
Date: 09/25/2024

Complaint: 22277896

I do not accept the business's response as a resolution to my complaint because: I spoke with ******* twice yesteday. She was calling the billing company back to investiagte one more time. I have not heard back since. ******* did reach out to me to see if this is fraud and they feel like this does not qualify since the planet Fitness location ************ acknowledged that they billed me.

Sincerely,

**** ******
Business Response
Date: 10/04/2024
On 10/4/24 I contacted the billing company, again, at 9:25 a.m. *****, informed me that there have been no drafts from the account due to the customer unauthorizing ********************** to withdrawal funds, which was stated on the previous response. On the former members account, it is listed as "EFT payment return: Dec Customer Advises Not Authorized." All other payments that were listed as a balance have been waived as a courtesy. The free membership offered for high school students was offered as a prospect membership, which means no billing is required. The contract was e-signed by **** ******, stating the process of billing for the membership. The payments that did show up as a balance were all waived (that was located on the account) as a courtesy, but the other fees that are being requested were not drafted, as per our records and the billing company. As stated in my previous response, I have provided the billing contact, agreement number, and club number to **** ******, so that he could call the billing company to further explain no charges are showing on the account and the funds being requested were not drafted (returned due to not authorized).
Customer Answer
Date: 10/13/2024

Complaint: 22277896

I do not accept the business's response as a resolution to my complaint because: I was never given any of the information to contact the billing company by *******. She asked for one more try to call the billing company. I never heard back after that. There were two charges which I have provided screen shots via email. We are going in circles, please confirm that these charges will be corrected.

Sincerely,

**** ******
Business Response
Date: 10/29/2024
The last time I spoke with Mr. ****** via phone, I provided the billing company phone number, along with the previous agreement number. This morning, I contacted the billing company again for clarification. The billing company communicated on all occasions that since there was a hard decline and the customer unauthorized the payment, there have been no funds deducted from the account. The funds initially drafted were reversed due to un-authorization. The remaining balance on the account was also waived, as stated in my previous response.
I emailed Mr. ****** the billing phone number, club number, and agreement number to call member services so the billing company can reiterate and explain that there were no charges withdrawn from the account.
Initial Complaint
Date:09/05/2024
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 went into my home gym in ********, SC all the way back in January and filled out the form to cancel my membership as I was moving into a neighborhood with a gym. When I turned it in, I was told that there would be no further charges. Fast forward to a couple of weeks ago when I discovered that they were still charging my card for the canceled account. I sent an email in an attempt to find out what was going on and request a refund. I received what I now realize was an automated response instructing me to visit my home location or cancel on the app. I cannot go into my home location so I tried the app and found no resolution. Now, I've also been charged the $50 annual fee for an account I canceled 8 months ago. I would like this charge as well as all of the charges since I submitted my cancellation refunded as I did not authorize them
Business Response
Date: 09/05/2024
I called the member (Regional) and asked the member to provide me the date and time that she came in to cancel since we did not have a cancel document on file, Her account showed she had not been in or checked in her membership in ************************************** January but we had no record of this. When asked if she had a cancel document she stated she did not. I told her we would be happy to do a cancel over the phone for her as a convenience but we would not be able to issue a refund at the time. I did advise her if she could provide me a date and time she came in I would look at that date and or if she had a cancel form we would be able to issue a refund.
Initial Complaint
Date:09/04/2024
Type:Service or Repair 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 went to planet fitness last week. The girl working the front counter is always very nice to me. The day this happened i went to the counter to lay in the tanning bed. She picked me out a lotion and told me to enjoy my tan. And when i came out there was three police officers. Who told me i was trespassed until i talk to corporate. For threatening her. Which has never happened. I've called management. Nobody is giving me any answers. She shouldn't be allowed to work with public She told a big lie. I've paid up for several months. All they need to do is pull the cameras. It will tell everything. This is embarrassing and messing with my workout that im doing bc of heart problems.
Customer Answer
Date: 09/04/2024
********************************************************
Customer Answer
Date: 09/09/2024
Consumer notified BBB of the following:
They responded and resolved the issue

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