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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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:05/07/2024
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.
membership cancelled Aug 25th 2020 Bank notified and stop payment on ACH paid Planet Fitness admits they continued to bill debit card called corporate spoke to ******* Called NH and spke to *************** Called NY spoke to *** Called NY and spoke to ***************************************** Hauppauge NY made a offer of $ 302 againt over $ 950 taken.
Business Response
Date: 05/20/2024
After investigating their complaint, this member canceled an account for their spouse in 2020 at the ******** location. The following year **** created a new account at ********* to which ******** was not aware of. We soon realized that they never canceled the new account, and we explained why a refund was not eligible because they never made an attempt to cancel the new membership until recently. While my CM and I spoke with both parties on the phone they admitted that they canceled the Coliseum one in person but never came to **********
Customer Answer
Date: 05/20/2024

Complaint: 21678773

I do not accept the business's response as a resolution to my complaint because: this is a major misstatement of the facts.
We wentt to the ********* location first and they advised we must cancel in *************.
To safeguard ourselves from this business from unwanted charges we reached out to ********** and paid to stop ACH transactions.
Planet Fitness uses a disguise billing under *** Which should be illegal so you he bank does not see it as Planet Fitness.
From a ****** search
Per Benzinga, cancelling a Planet Fitness membership is notoriously difficult. In a report from January of 2023,
Planet Fitness was like another child for me. And I put my heart and soul into building that company and it's been pretty much destroyed in, you know, it's lost all respect within the country within the last couple of weeks," ******** said. "There's no common sense behind it."

The business is suffering from loss of clients and obviously their good will and customer service is lacking from our perspective.

What company would charge for zero services rendered?
Sincerely,

***************************
Initial Complaint
Date:05/03/2024
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 called back in March to cancel my membership before moving and was told I need to come in person to do that. I went in person towards the end of March to cancel my membership before I was charged again. They told me it was cancelled, I signed their signature pad and they told me it was done. Beginning of April, they tried to charge me again. I had already moved so I sent an email saying there was no way I was driving 4+ hours just to cancel a gym membership that I had already cancelled in person, and they needed to stop attempting to charge me for a gym membership I no longer have according to them. I assumed it was handled because I never heard back from them, never got a call or email. They tried to charge me again at the end of April, so I sent yet another email detailing that I wont be driving up there and they need to cancel my membership and wipe the charges that I shouldnt have because it was cancelled and I wasnt using their services anymore. They sent me an email back this morning just stating that I need to come in person, and then proceeded to try to charge my card 5 different times with 4 different amounts. This is illegal and a scam/fraud. If Ive cancelled my membership in person, they cant continue to keep me as a customer and try to charge me when I already did what I was supposed to do back when I was living in that state. I tried reaching out to their customer service line at ********** and was told they only operate Mon-Thurs 8am-4pm (today is Friday). It should never be this hard to cancel a membership and they cant make their customers jump through hoops to cancel. Im not the only one thats had this problem based on some research I did on their company.
Business Response
Date: 05/13/2024
Good Morning,
We will give her a partial refund as we have no record of her cancelation on file with us/nor signature.
Will be refunded in 10/14 business days.
Thank You,
************************;
Regional Manager
Initial Complaint
Date:05/01/2024
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.
This gym took out almost $140 in one shot when I canceled the membership and offered to make payments when that money was for important medication. I changed my account information and I have been trying to fight to get my money back for a membership I never used once! To think people have money to take like that and then fight to get whats rightfully yours is ridiculous and theyre still trying to take money out for the monthly membership fee! Regional manager ************************* and the two managers ********** and ***. How doesnt a place have a corporate contact number so people have to go through all this to get their money back!! Un real I want the $136 they took out and for them to stop trying to withdraw money!
Customer Answer
Date: 05/02/2024
The address to the planet fitness Im filing a complaint against is ****************************************************;
Business Response
Date: 05/29/2024
Good Morning,
I've included the invoice history and contract for this member. As noted in the invoices, ************ did not make a payment towards her membership. Each time the autodraft attempted to pull the automated payment, it was returned for insufficient funds. In the contract, it states that if there is an unpaid club balance, the secondary billing information on file will be used to try to collect payment. ************ had a club balance of $136 and the system automatically drafted a payment to attempt to bring her account current. We are unable to reverse or prevent the autodrafting from happening - it occurs systemwide for all Planet Fitness memberships that have an overdue balance within the last 90 days. ************ spoke with the Assistant Manager and Club Manager at her home club, and they explained the policy. ************ wanted to hear it again from someone higher up to confirm. I attempted to reach ************ via phone multiple times to reiterate the policy but was unsuccessful, as her voicemail inbox is full and she didn't answer any of my calls. We were unable to refund the amount, as it was a balance owed for the account. Please let me know if you have any additional questions.
Initial Complaint
Date:04/29/2024
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.
Planet Fitness says I owe them $200 dollars for fees that I am uncertain what for. Like they charging me for fees during lockdown?Within the last week I was charged $11.30 two times to which now I have $100.00 worth of NSF fees as their monthly charge didn't come out of my account on the date it was supposed to. I am unable to go into the club to speak with someone. I have tried emailing my home club to try and cancel. They called me saying that $200.00. No explanation. I am beyond upset and would just like to be done with them.
Customer Answer
Date: 04/29/2024
*********************
*******, ON
M6H 2A6
Business Response
Date: 05/22/2024
Member was called on 5/22/24 @ 9:45am and unable to be reached.
Account shows a balance of $227.41. Below is the breakdown
11/17/24 $11.30 Monthly Dues
12/03/21 $10 Late Fee
1/1/22 $44.07 Annual Fee
5/17/22 $11.30 Monthly Dues
6/2/22 $10 Late Fee
1/1/23 $44.07 Annual Fee
6/17/23 $11.30 Monthly Dues
1/1/24 $44.07 Annual Fee
1/7/24 $10 Late Fee
1/23/24 $10 Late Fee
4/17/23 $11.30 Monthly Dues
4/23/24 $10 Late Fee
In regards to inquiry if they were billed while the facility was closed due to Covid-19 restrictions-- they were not billed during the dates below
4/1/2020-7/17/2020
10/17/2020-6/17/2021
Attached invoices from initial sign up to date that is in alignment with the mentioned balance dates and amounts as well non-billing months during Covid-19 lockdown.
Attached signed agreement that outlines payments will be on or around applicable payment dates.
We are willing to waive the late fees bringing the balance down to $177.41. This can be paid in club and member can then cancel by June 10, 2024 to not be billed for the next payment cycle.
Customer Answer
Date: 05/23/2024

Complaint: 21637623

I do not accept the business's response as a resolution to my complaint because:
I have tried corresponding for almost a year regarding this matter. I have tried to close this account down as well. Taking late charges away is not enough. It took forever for a person from PF ti even contact me. I literally had to report before a response was even received.

Sincerely,

*********************************
Business Response
Date: 05/28/2024
Member was attempted to be contacted via phone on 5/28 @ 9:51a and was unable to be reached.
With the exception of 4/17 dues, all outstanding payments were greater than 90 days. We have decided to waive the balance therefore there is now $0 owing. All transactions and dates were warranted as they are in alignment with the individuals agreement and there will not be a refund issued. NSF fee's can be taken up with the bank as we did not process those charges. If member wishes to cancel, they can do so in person, by mail and online no later than June 10th to avoid the next billing cycle.
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:04/23/2024
Type:Customer Service Issues
Status:
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.
Planet Fitness- Complaint about Unprofessional Behavior and Discrimination by Gym Manager I am writing to express my extreme disappointment and frustration with the unprofessional behavior and discrimination I experienced at Planet Fitness in ********, **, at the hands of the gym manager, ****. On 4/23/24, I visited the gym with my two teenage kids and was met by the manager with unacceptable behavior. - Threatened with cancellation of my membership - Referred to in a derogatory manner as "mumbling" - Treated with disrespect and disdain - called my son and I sneaky - Called me a name with one of the gym members. I was shocked and hurt by this behavior, as I have always been a loyal and respectful member of the gym community. As gym members, we should be treated with respect. I would like you to take immediate action to address this situation. We go to the gym to relieve the daily stress, but today, more was added by an unprofessional member. If I do not receive a satisfactory response, I will feel compelled to share my negative experience with friends, family, and online review platforms. This could potentially harm the gym's reputation, which I'm sure you would want to avoid. Thank you for your attention to this matter.
Customer Answer
Date: 05/03/2024
The manager of the planet fitness called me and apologized in behalf of his employee and promised me to fix the situation but nothing happened since then. I keep calling him and no answers. Not sure what would be my next step!!
Initial Complaint
Date:04/22/2024
Type:Sales and Advertising Issues
Status:
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.
Planet Fitness advertises that it is 24 hours and thats how they hook customers. They advertise that they are 24 hours seven days a week so you can work out anytime. If you walk up to their **************** location it even says it on the door that it is 24 seven. However it closes at 10 PM on Fridays and 7 PM on Saturdays and Sundays in other states planet fitness is actually ******************************************************************************************************************* **************, that is not the case , they are making members pay for 24 hours service but they are not giving 24 hour service and they are still advertising 24 hour service is misleading. It is the sole reason why I kept my membership with Planet Fitness and it is disheartening to find out that it is not true. They are stealing money and advertising that they are 24 hours seven days a week when that is not the case.
Initial Complaint
Date:04/15/2024
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.
April 13, 2024 I saw that planet fitness cancel my membership and took $105.15 for the annual fee in which I was going to pay on April 25th of this month I called my local company about it and the manager was supposed to call me about it but never heard from the manager. Plus they cancelled the membership after they took my money I really need my that $105.15 back on my card it was for emergencies only and took it. I was going to use a different bank to pay it off the annual fee like I said I was going to do April 25th when I got paid again from work my job cut my hours and my check was short this time.
Business Response
Date: 04/18/2024
I attempted to contact this member twice. No answer and there's no voicemail setup. ***************** had an account that started on 9/18/23. Each month from October to March payment was reversed due to insufficient funds, including the annual maintenance fee of $49.00 in the month of November.
Customer Answer
Date: 04/18/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I tried to reach out to them as well no response. I do work in a hospital and we do get busy so I won't be able to respond to their call. I just want my refund back
Initial Complaint
Date:04/15/2024
Type:Billing Issues
Status:
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 called and went online to put my membership on hold. They took my account off pause, and kept charging my account. I called to make sure the account was still paused and it now has an overdue balance. I was told I had to come in to cancel a membership that is supposed to be on pause until I recover from a couple of surgeries. I really wanted to go back but to the tune of over $600 dollars for a membership I have not been able to use in almost a year due to injuries. I just want to be able to use my membership for the original fee of $24 a month. How that escalated into $600 is ridiculous. Especially considering I put my membership on pause so I would not be charged
Customer Answer
Date: 04/15/2024

Located in: *************************
You visited in June 2023

Here is he address to my Planet Fitness
Planet Fitness

Address: ****************************************************

Phone: **************
Initial Complaint
Date:04/15/2024
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.
As per the contract, we sent a letter to terminate our membership. We have since then moved to a different state. upon checking my account, i saw that another $200 was deducted from our account, even though we sent the letter to cancel our membership. We have not used the gym or even in a position to use the gym due to us moving. Once we cancelled, no more money should of been taken out. I would like a refund of the $200 recently taken, plus all the fees that was taken out from the previous year after we canceled when totals up to around $750.00.
Customer Answer
Date: 04/15/2024
The address is *****************************************
Business Response
Date: 04/18/2024
Hello,
Per the members agreement: To cancel your monthly membership and stop the billing of the Monthly Membership Fee, the club must receive written notification from you delivered to the club by the 10th of the month either in person or preferably
via mail to the club address listed above. Please note it may take up to seven (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 delivered as described above no later than the 25th of the month before such billing. The Annual Membership Fee is fully earned when received and is
non-refundable.
This is the first notice we have received from ****************, and as a courtesy will process the cancellation.
Customer Answer
Date: 04/19/2024

Complaint: 21574335

I do not accept the business's response as a resolution to my complaint because: as stated, you said to mail in writing is the preferred way. That is what I did. If you look at the records, it can be seen I have not been using the gym membership because I did mail in the letter as stated is the preference. I would like compensation because I did do as I needed to to cancel.

Sincerely,

***************************
Initial Complaint
Date:04/09/2024
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've only gone to Planet Fitness a handful of times in the past year and was trying to cancel my membership but they wanted a 'cancelation' fee of $52 and change. I tried canceling online but noticed a fee so I called and asked the manager of this planet fitness if the fee could be waived since I was already being charged without using the service. The manager was extremely rude and said she was un-willing to cancel my membership (and waive the fee) because they needed it to be paid. During the phone call I said my bank would continue blocking the charge from them and a few days later (today-4/9/24) Planet Fitness changed the name they used to take money out of my account.
Business Response
Date: 04/12/2024
Hi,
I spoke with the member today and I let her know as a courtesy I would refund her the annual fee. I also let her know it would take 7-10 business day to reflect her account.

Thank you,
*****

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