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 ComplaintThe 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:07/17/2024
Type:Product IssuesStatus: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 my planet fitness membership and I have not been successful. I have had a membership for over a year but only use it during the summer when teens can attend for free. My teens signed up for their free membership May 2024 and selected the *************** location as the home gym. We attempted to go to the gym and it was closed for renovations. The gym doesn't have many locations so any other location would be inconvenient. I then tried calling the location number for instructions on the voicemail. The calls went to a voicemail that eventually became full but I never received a return call. I sent an email asking to cancel my membership and received a response saying I need to do it at the home location. I sent an email again explaining I can not cancel at the home location because it is closed. Evidently the responses are automated because I received the same email again which let me know no one is actually reading the messages. I want my membership canceled effective immediately and I want a refund of the fees incurred May-July ($125.23 which is ***** per month for 3 months and 49 annual fee) as I have been unable to use the membership as intended. Thank youBusiness Response
Date: 07/17/2024
I spoke to this member and we are going to issue them a refund.Customer Answer
Date: 07/17/2024
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:07/12/2024
Type:Product IssuesStatus: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 was a gym member of Planet Fitness, located at ************************************, Club Name: Ocoee, Club #*****. I was traveling for work and cancelled my membership over 4 years ago and had stopped attending 8/2019 as shown in the attached documentation. I've continued to be charged monthly ever since, and spoke in-person to Assistant Manager **** on 5/17/2024. Assistant Manager **** confirmed cancellation and no gym usage; **** stated I will be refunded 4 years of annual membership fees of total $166.16, and the last charge that came same day 5/17 of $23.49. **** additionally advised me the person to administer this payout would not be available for 2-3 weeks but to expect it returned to the same banking account I've been monthly charged. I informed Assistant Manager **** I am not in this area anymore, in which **** assured me it would be handled. I have patiently waited over 7 weeks since my in-person interaction with Assistant Manager **** and have not received any refund nor communication reflecting this had ever been completed. Any help in achieving Assistant Manager ****'s promise and expectation would be greatly appreciated.Business Response
Date: 08/27/2024
Good evening,
************* was informed that his refund was submitted and our *************** confirmed this was disbursed on 8.16.24. Management at the location also confirmed that ************* has successfully received his refund.
Customer Answer
Date: 08/28/2024
Complaint: 21960013
I barely accept the business's response. Took way too long to where it was professionally irresponsible, HQ has extremely limited hours and did not answer my emails. Also emailed the local regional manager a long time ago, whom is an imbecile with no knowledge of how HQ operates or know how to use their own email.Do better.
Respectfully,
***********************Initial Complaint
Date:07/12/2024
Type:Billing IssuesStatus: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 attempt to cancel my membership online after attempting to do so over the phone at the phone number listed on ****** and their website would not work. I was unable to cancel online and was forced to go into to the location. When I was canceling I was informed I would still be charged. I said I did not agree to that and said I had been trying to cancel but couldn't get a hold of anyone. The told me I had to cancel by the 10th of June and since it was the 11th I would be charge for the month of July. I asked to speak to a manager. One wasn't available. I desputied the charge with my bank once it hit my card the following week. They then attempted to charge a credit card that was not on file as a form of payment. I tried contacting the club again via phone since I was not in the area and it would not even ring. I then made a request online to have them call me. It has been over 2 weeks since that request and they have still failed to contact me. I reported the credit card charge as fraud due to being told it would be a reoccurring charge by my credit card company. The charge to my credit card was also 10 dollars more than my normal membership fee.Customer Answer
Date: 07/12/2024
************************************************************************************Business Response
Date: 07/25/2024
Good afternoon
This member canceled the membership after the billing period started. I was able to submit a courtesy refund. This normally takes between 7-10 business days.
Initial Complaint
Date:07/10/2024
Type:Product IssuesStatus: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 typically make my membership payments manually, for the month of 6/2024 I forgot to do this and didn't have money in the checking account that's on file, Planet Fitness continues to try to debit this account and has charged me nearly $50 in late fees for a single month, despite me not going into the club since March of 2024, when I called my local club they stated that they are unwilling to refund the late fees, and they have continued trying to bill the inactive account even though I have made $40 of payments for a $10 monthly fee in the past week. I would like the late fees refunded as a courtesy due to the time and stress I've had to put into this when it could've been a simple manual payment.Business Response
Date: 07/10/2024
Attached is the payment history and also the members contract where it outlines that if the payment does not go through we will reattempt payments and late fees as well as a service fee of up to $25.00 will be charged. We only charged the $10.00 late fee for each payment that was returned to us and did not go through. We also do not do pre-payments or pay as you go. The money must automatically come out of the checking account on file that the member agreed to have drafted on the 17th of each month and the 1st of whatever the month it is that their $49.00 annual fee gets billed on. They then agree to have a back up payment option to avoid the late fees if something happens with their account.Customer Answer
Date: 07/11/2024
Complaint: 21959316
I do not accept the business's response as a resolution to my complaint because: They are applying multiple late fees for the same payment, as shown in my attachment, they applied $30 in late fees for 2 attempted EFTs which ive then covered in $40 of overpayment and its still showing past due. My request is unchanged.
Sincerely,
*************************Customer Answer
Date: 07/11/2024
In addition the business also reattempted the payment and applied another late fee after i had already made a manual $20 payment which resolved the balance.Business Response
Date: 07/25/2024
Contacted the billing company, member did not have a balance on his account but had a credit of $***** from where he paid again on 7/8. Member can not go in and pre pay for membership. The payments must auto draft from the account on file, if payment does not go through then he can pay the owed balance on the account and if it is before the resubmit date it will not charge the fee. The ***** credit on his account has been refunded back onto the card he used to pay online. Please close this case.Customer Answer
Date: 07/28/2024
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:06/17/2024
Type:Billing IssuesStatus:UnansweredMore 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 with planet fitness for over a year, now they will not let me cancel.I have been trying to call my home club for 2 months, and email their member support but the club will not answer calls and member support only responds with automated emails.Their system online will not let me cancel because it claims I have late charges which were supposedly resolved (and nothing was said again about them until now) by an employee last year, the employees at the store will not help me resolve this and rarely even answer the phone. Online support seems to be totally automated and is no help.In CA, allowing customers to cancel online is law and they will not let me do it.I have changed the payment information on my account and told them via phone and email that they are not authorized to charge my old payment information anymore, but they keep doing so regardless. I have disputed both these transactions with my bank.At this point I consider this robbery.Customer Answer
Date: 06/17/2024
********************************************************************************************Initial Complaint
Date:06/06/2024
Type:Product IssuesStatus: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 a Black Planet Fitness membership that I cancelled on 5/31/24 with a customer service representative and was told that I would not get billed further and my automatic payments were cancelled. On 6/3/24 I got a notice from my bank that I was billed membership fees in the amount of $41.54. When I spoke to one of the employees at a local site, they told me that since I cancelled within a week, they were still going to charge me for the yearly membership fee and it wasnt refundable. This is totally unacceptable and I would like a refund in the amount of $41.54. I keep getting emails from Planet Fitness saying Your membership has been cancelled. But gosh, we miss you already! Also in the cancellation notice it says that annual invoices are required IF the cancel is not provided prior to the 11th or 26th of the month, respectively.Customer Answer
Date: 06/06/2024
Address of Planet Fitness:
********************************;
*****************
Business Response
Date: 06/17/2024
I have attempted to reach ***** regarding this matter but have been unsuccessful. I will continue to try contacting and will update this thread once we have spoken.
Thank you in advance
Customer Answer
Date: 06/17/2024
I have not heard from anyone. I would request that they leave a voicemail with a call back number in case the incoming call is coded SPAM and blocked by my phone security.Customer Answer
Date: 06/17/2024
I have not heard from anyone. I would request that they leave a voicemail with a call back number in case the incoming call is coded SPAM and blocked by my phone security.Initial Complaint
Date:05/23/2024
Type:Billing IssuesStatus: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 charged for a monthly memebership fee by a Planet Fitness store/location in ************, ** when T reside and live in the ************, ** near *******, **. The Planet Fitness location ***************************************** is where I have contractually joined and attend for $26.99 monthly charge and a $42.79 Annual fee billed on Dec 1st every year. I have included those confirmtatin email and contracts from the **********************************. I am not sure how my billing information was compromised and a gym in another city and state has been billing me for the last 18 months various charges monthly as a member. I have since called the ************, SC location and they could not expain why I was being charge as they had not contract on file for me but assured they would cancel the memebrship and could only refund me 3 months . I would like all funds billed refunded to me for a total of $278.05 excluding the 3 months billed and processed for refund on 5/23/24. totaling $80.90 from the ************ location. Those amounts are highlighted in green on my documentation. I have enclosed a copy of my USAA banking transactions of all Planet Fitness charges posted from March 2023 to present. Thanks for any assitance you can give in this matter, ***************************-SpeedBusiness Response
Date: 06/03/2024
Good Afternoon,
After looking through our *** platform, it shows this member signed up online on the same date that they signed another club, leading us to believe this was an error. As a courtesy, we will refund this member the requested amount of $278.05. This has been processed through *** as a return to the original payment method.
Thank you,
*************************
Initial Complaint
Date:05/23/2024
Type:Billing IssuesStatus: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.
Signed up for the gym November 2022. Haven't been since May 2023. Just realized my contract auto renewed in December and I have been getting charged. I called 5/22/24 and spoke to **** who says I cannot wipe my balance and start fresh even though I haven't been there in a year. Even though I'm not able to use the gym due to the balance, I'm getting charged monthly for use of the gym.Customer Answer
Date: 05/23/2024
770 Lighthouse DrBarnegat, NJ 08005*************Business Response
Date: 05/31/2024
Hello,
I spoke with the member. We did discuss the balance on his account. We did come to an agreement to refund the annual fee plus 2 months and freeze his membership for 4 months. We met half way, and the member was pleased with the outcome.
Thank you,
*****
Customer Answer
Date: 06/03/2024
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:05/17/2024
Type:Product IssuesStatus:UnansweredMore 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.
May 2024 Good Evening,My son minor child signed up for a membership in **** ****** Florida at Planet Fitness.Two policies were broke; they allowed a minor to sign up without checking his ID, in fact when I called the gym, they said they never check IDs other than to ensure the person is who they say they are. His birthdate is directly to the right of that in red.2: They sold him a black membership in which you must be 18 years old. He took his 16 year old girlfriend every time. Neither had parent permission. They entered j to a contract with a 17 year old without parental consent even though their policy requires it.I have contacted *****************************, the regional manager via email because he wont give me a phone number. He had said multiple times he will call me in which he doesnt. He refuses to give me his supervisors information. My son was never informed that we would be charged $49 month 2. I have been trying to get his membership changed to our city in ******** for 2 weeks. Every time I call, a young lady has told me she does not know how to change location and I had to call back. Today a gentleman was there that I could change the membership to Battle Creek MI. Now we can go cancel it. However, This would never have happened if your employees were trained correctly and a) told us about the fee and had us sign something and b) every employee knew how to transfer gyms so we couldve canceled two weeks ago.Initial Complaint
Date:05/10/2024
Type:Service or Repair IssuesStatus: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 email Planet Fitness on 04/21/2024 regarding a billing issue.As of today, I have received a response. THIS IS MY SECOND TIME DEALING WITH THIS ISSUE I signed a contract on 11/15/2020 for $20.05 (***** w/out tax) for the Black Card Membership. This contract states that my membership fees NEVER change. But somehow it did. Another contract was placed on my account on 04/21/2022 FOR THE SAME MEMBERSHIP! I NEVER SIGNED OR AGREED TO THIS CONTRACT. NOW MY MEMBERSHIP FEES ARE $25.41 ($24.99 W/OUT TAX). I reached out to Planet Fitness regarding these issues on 03/15/2023 for the same issues. THE **** WAS ADJUSTED BUT NOW I AM HAVING TO DEAL WITH THE SAME ISSUE AGAIN! WHY? WHY WOULD ANYONE PAY MORE FOR THE SAME EXACT MEMBERSHIP! IT DOES NOT MAKE SENSE! I WOULD LIKE TO HAVE THIS ISSUE RESOLVED WITHOUT ME HAVING TO CONTINUE TO CONTACT PLANET FITNESS REGARDING MY ****. MY **** IS $***** BASED ON THE ORIGINAL CONTRACT.Customer Answer
Date: 06/11/2024
Hello.The regional manager contacted me on 06/03/2024. He adjusted my rate. Thank you for your assistance.
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