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:04/01/2024
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 joined planet fitness last August 2023 and went to the gym once due to personal and health reasons. I sent a letter last weekend requesting that my membership be cancelled. Planet Fitness has completely ignored my letter and I would like to cancel my membership and get my money back for this year since I havent went.
Business Response
Date: 04/05/2024
We have received the letter in the mail and have canceled the membership as well as sending email confirmation with documentation of the cancelation. After reviewing the account in accordance with our membership agreement, this membership does not warrant a refund. As per our membership agreement, "You have full control over the payment authorization and can stop it at any time by notifying Planet Fitness as set forth on the front page of this agreement. You are responsible for notifying your bank or credit card company of any error that appears on your statement in a timely
manner. You must notify Planet Fitness within 60 days of a claimed error on your statement."
Initial Complaint
Date:03/14/2024
Type:Customer Service 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 was accused of leaving messes in their shower area. These accusations are false. I have contacted the manager of this facility and was continued to be accused of leaving messes and not cleaning up after myself. Again false as I always clean up after myself every time I use the shower. I asked to see proof of this accusation and to no avail. Was told by the manager that she does not have to show me anything. I have done nothing wrong and my membership was wrongfully canceled. I get told they document things I asked document what I said I want to see this documentation. ******* who is the manager of the facility Told me she didnt have to show me anything. I have been using this facility for a while and have never had any issue. I mind my business and bother no one. I find this to be harassment and also a value judgement was passed against me. I pay my membership each and every month and find this type of business unprofessional. I want this issue resolved and my membership reinstated otherwise other legal action will take place. I would also want the corporate office to be notified of this wrong doing in their club.
Business Response
Date: 03/25/2024
Hi,
I was gathering some information together about the complaint. The manager of the facility has had multiple conversations with the member about how he leaves the condition of the locker room when he is done using it. We have teams members that have seen him leave the messes. At this time it was the right decision to cancel his membership due to him not following Planet Fitness policy.

Thank you,

Customer Answer
Date: 03/29/2024
Hi
The response form this business is a lie. First off I did not break any policies of this facility. Second the manager of this facility never had any conversations with me about anything as I go at night time between 10:00-11-00PM there are only 2 people there at those times overnight. Third what staff have seen me do what that tells me privacy has been broken which is against the law. This is retaliation because I reported to them about their cleaner that works overnight that does not do his job and does not clean at all in the locker rooms. My membership was wrongfully canceled and again falsely accused of doing something I never did. Next legal action will be taken as I am being harassed and my character being deformed by this business.
Thank you
Customer Answer
Date: 03/30/2024
Adding more information that the overnight cleaner that works Sunday to Wednesday does not clean the locker room very well. Each and every time I have been in the locker room when this individual cleans there is always a mess everywhere. If you ask him to clean it an attitude is popped off. Both the front desk worker and this cleaner that works Sunday to Wednesday have very nasty attitudes and have brought this to the attention of the facility by calling and letting them know and am told they will pass along the information to the manager. I also have complained that this cleaner does not and is not doing his job to the front desk in many occasions. Also this cleaner does not clean the showers at all as they are always in the same condition as the day before. Another employee that I brought this issue to took photos of the showers and sent them to the manager of the facility and still has not been taken care of. I would say this manager needs to go look at her staff and learn how to manage her employees.
Business Response
Date: 04/08/2024
Hello,
This all started in October of 2022 when we had a problem with ******* leaving messes in the locker room. He was spoken to by the Club Manager. We also had a case open with our Legal team. We needed to open this case because of it being a cleanliness issue. In January 2023 there was a soiled diaper left in the shower area. There was no one in the locker room, and when the team went in to clean up, they found the diaper. In February of 2024 ******* left garbage in the locker room area such as razors, and safety pins. He also had tried to take drinks from the cooler without paying for them. Then in March 2024 a team member went into the locker after ******* was done using it and found ***** matter in the shower. ******* comes on the overnight hours when there are not many members in the gym. The team member knew the mess was left from *******. At this time with ******* not following the cleanliness policy that Planet Fitness has in place, we have decided to cancel his membership.
Customer Answer
Date: 04/08/2024

Complaint: 21428622

I do not accept the business's response as a resolution to my complaint because: First off I dont have nor do I wear diapers thats another lie against them. Second what safety pins I dont carry nor have safety pins another lie with this business. Third I pay for any drinks that I take and pay for them. I have record in my bank account that I paid. I always let the front desk know if I want a drink and they charge me on my account. The staff is responsible for charging any drinks to my account. If this is not stopped and this business wants to keep trying to deform my character I will take legal action against them. I have record of everything they are trying to do and am building a case against them if they want to continue with their lies. They have a chance to straighten their act out or legal action will be taken. I will not tolerate a business nor these people that work for a company trying to deform who I am. They are refusing to handle this complaint seriously and are trying to push things on me that I have never done. This is poor business on their end.

Sincerely,

**********************************
Initial Complaint
Date:03/08/2024
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.
Today 3/6/24 I just spoke to General Manager *********************** after having to mail a letter trying to cancel my membership. She was no help and had no sympathy for the situation. I had emergency surgery due to an accident and all she kept asking is when I could come in to make a payment so then she could cancel my membership. I am being charged for a yearly fee although I wont be able to even attend due to complications. I just want to cancel my membership and not have to pay a yearly fee for something I had no control in. It wasnt til I was being charged the 50$ after the accident that I realized.
Customer Answer
Date: 03/08/2024
My home planet fitness is ***************************************************
Business Response
Date: 03/11/2024
As per the original agreement sign on January 27th, 2023, the member signed up for a membership with the following membership fees: $1 start-up, $24.99 per month on a monthly basis until the member cancels according to the agreement, with a $49 annual membership fee billed each year on March 1st,starting March 1st, 2023. The contract states: In order 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 from you 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.
As a one time courtesy, the Club Manager will cancel this membership for the member.
Initial Complaint
Date:02/29/2024
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 have attempted to cancel this membership and they continue to charge me after I have sent physical letters, emails and called. They need to refund at least the last 3 months of what they charged me and never ever charge me again. I can not physically work out at their facilities. I do not want the membership and they have not cancelled as I have repeatedly requested.
Customer Answer
Date: 02/29/2024
***********************************************************
Business Response
Date: 03/04/2024
After reviewing this members account, there was not records on our end of a letter/email of cancellation. However, this member has not checked into the facility since 10/3/2022 so as a curtesy I did refund the last 3 monthly payments to her account on file. I attempted to call the member to update on resolution but it went straight to her voicemail. I will attempt to reach out again later today via phone and email. Thank you!
Initial Complaint
Date:02/19/2024
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 was told by an employee that I could cancel my membership on the Planet Fitness app. Once I got back to Texas, I realized that I could not cancel on the app, and the company has charged me over $100 for club upgrade fees and membership dues since the employee told me I could cancel on the app. The club’s only response is their usual cancellation requirements, looking directly last the fact that their employee told me I could cancel on the app. The employee also told me directly verbatim that I could put incorrect banking information on the app to cancel, so they couldn’t charge me. The company now states I must pay all unpaid dues before cancellation.
Customer Answer
Date: 02/19/2024
2800 FL-71, Marianna, FL 32446
Customer Answer
Date: 02/19/2024
2800 FL-71, Marianna, FL 32446
Business Response
Date: 03/11/2024
Good afternoon

I spoke with **** and was able to help him cancel and waive any fee's that he would have for cancelling. He was satisfied with this resolution.
Business Response
Date: 03/11/2024
Good afternoon

I spoke with **** and was able to help him cancel and waive any fee's that he would have for cancelling. He was satisfied with this resolution.
Initial Complaint
Date:02/07/2024
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.
I canceled my membership over a year ago, maybe even closer to 2 years ago, I had it for a month and canceled. My accountant pointed out to me yesterday that you have still been taking g money out of my account. Quite a bit actually and for a service I canceled and have not used I demand a refund, or I will be contacting my lawyer
Customer Answer
Date: 02/07/2024
730 center st auburn ***** *s the planet fitness location
Customer Answer
Date: 02/07/2024
I have gathered my bank statements for the past 2 years, I am currently reviewing them to have a final amount I feel I am owed since canceling my membership, upon request I can send them to you here if needed.
Business Response
Date: 02/09/2024
Hello,

We have looked into ********** accounts and have found the following:
- The account is active with no proof of a cancellation attempt or check-in history. This account was opened 1/26/2023.
- This account has a balance of $130 due to no successful drafts being made since February of 2023 with the exceptions of July, October and December, which were drafted via a credit card.
- A prior account from 2021 was involuntarily cancelled due to an overdue balance as well, and the balance was waived for her on this account previously.
- A history from our ABC financial notes shows that ******** was contacted via email, SMS message, and calls throughout this timeline of her current membership regarding the current balance.
Attached please find the membership agreement, the invoice history showing the unsuccessful draft attempts, and the ABC contact history. ******** and I have been in communication, and I explained that our membership agreement states that a member has 60-days to notify us of after a cancellation attempt if they continue to be billed, and that the agreement outlines that we do not bill based on usage. I have offered to waive the $130 balance, cancel the membership remotely, and refund the months we did successfully receive payment for, as listed above. ******** has not accepted this offer. As we were not able to collect the dues from her that she wants refunded we would be unable to provide a refund for those months.
Customer Answer
Date: 02/09/2024
The dates they are providing you that payments were taken are incorrect as they just took one this month, so I am not satisfied and I told them that there were more payments taken that I didn't not approve of. I am going to attach my bank statements for the last 2 years so that you can see for yourself, sorry there is a lot of pages but anything that says ABC is them. Unfortunately it does nit include this month's so I am attaching a separate screen shot of that
Customer Answer
Date: 02/09/2024

Complaint: ******59

I do not accept the business's response as a resolution to my complaint because: they admitted that I had no check ins, which would be accurate because I canceled my membership. Also the months they provided that they took payments did not match up to what my bank account said. They offered to refund me less than what they took from me and are still claiming I owe them 130 which isn't accurate since I canceled my membership a month after starting it

Sincerely,

******** *****
Customer Answer
Date: 02/09/2024
I have come to an agreement with Planet fitness as the attached screenshot shows and would like to close this complaint
Initial Complaint
Date:01/29/2024
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.
I signed a contract with them in 2022 that was month to month with no term restrictions. It was explained to me that when I was ready to cancel I simply needed to stop paying for it and notify the home club. As of now I have spoken with the home club on two different occasions in the last year and I even submitted a written request to cancel my membership to the home club and today online on their main website. I got an email back that I needed to take those steps to cancel but I have already done so and at this point they just keep sending me in circles and they keep taking money out of my account even after I’ve made it clear to cancel the membership. I have also never once used the membership since I joined. I want your help with cancellation of the membership and to stop them from taking my money without my permission.
Business Response
Date: 01/29/2024
Good Morning,
I was able to speak to ******** and resolve her concern. I waived the balance on file and cancelled her membership.
Thank you,
**** ******
Business Response
Date: 01/29/2024
Good Morning,
I was able to speak to ******** and resolve her concern. I waived the balance on file and cancelled her membership.
Thank you,
**** ******
Business Response
Date: 01/29/2024
Good Morning,
I was able to speak to ******** and resolve her concern. I waived the balance on file and cancelled her membership.
Thank you,
**** ******
Business Response
Date: 01/29/2024
Good Morning,
I was able to speak to ******** and resolve her concern. I waived the balance on file and cancelled her membership.
Thank you,
**** ******
Customer Answer
Date: 01/30/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *****027, and find that this resolution is satisfactory to me.

Sincerely,

******** *****
Customer Answer
Date: 01/30/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *****027, and find that this resolution is satisfactory to me.

Sincerely,

******** *****
Initial Complaint
Date:01/17/2024
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.
Due to financial issues relative to a medical condition that has also kept me from accessing gym, I reached out to PF 800 Customer Service # for info on temporarily suspending Membership

800# CS Rep advised membership freeze can be applied anytime during hours of operation through Home Club up until day before billing date immediately stopping payment & suspending service

Home Club is now advising freeze is only possible with advance notice of 1 week & only under certain conditions

Further, Home Club advised regardless at this point this close to billing date, payment cannot be stopped for this month (1/17)

Apparently, 800# provided incorrect info; however, it needs to be honored nonetheless
Customer Answer
Date: 01/19/2024
********* ******** ** *****
it’s too late
I had to resolve charges & associated overdraft fees assuming debt to do so
I only intended on freeze for 1 month due to delay in pay pending approval for current leave from work causing me to be unable to cover January monthly fee
please provide all Policies in writing as a clear point of reference to avoid such situations in future

Thank You
Initial Complaint
Date:01/02/2024
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.
On Febuary of 2023 I started a gym membership and stopped going in March. (Planet fitness told me my last day was March 3rd) after two more months I called, went into the freedom dr gym and Canceled my membership in May of 2023.
I just discovered that my account was never closed and I am dumbfounded quite honestly. I went into their establishment in May and demanded it be canceled. I was there for almost an hour when I canceled and they seem to have no rememberence of these events.
Business Response
Date: 01/09/2024
Hello I have gone ahead and refunded the member the appropriate amount that was needed. This case has been closed.
Customer Answer
Date: 01/09/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 21077212, and find that this resolution is satisfactory to me.

Sincerely,

*********** *****
Customer Answer
Date: 01/09/2024
Hello BBB. i see that they wish to refund me the $ 175.00. How and when did they plan on paying? Thank you so much for helping resolve this.
Initial Complaint
Date:12/21/2023
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.
I cancelled my Planet Fitness membership over a year ago, yet I continue to be charged. I have disputed the transactions many times and have attempted to put a merchant block on them through my bank many times. Somehow, they're still able to charge me. I haven't been to gym since I cancelled my membership and I'm still being unlawfully charged. I have no idea what else to do. They are practically stealing my money at this point. Please help!
Customer Answer
Date: 12/18/2023
Hi *******,
Thank you for taking on my concern. The gym location is 6488 Lake Worth Rd, Lake Worth Beach, FL 33463.
Best regards,
*********
Customer Answer
Date: 12/18/2023
Hi *******,
Thank you for taking on my concern. The gym location is 6488 Lake Worth Rd, Lake Worth Beach, FL 33463.
Best regards,
*********
Customer Answer
Date: 12/18/2023
Hi *******,
Thank you for taking on my concern. The gym location is 6488 Lake Worth Rd, Lake Worth Beach, FL 33463.
Best regards,
*********
Customer Answer
Date: 12/18/2023
Hi *******,
Thank you for taking on my concern. The gym location is 6488 Lake Worth Rd, Lake Worth Beach, FL 33463.
Best regards,
*********
Business Response
Date: 12/29/2023
Company representative attempted to communicate with customer and come to an agreed upon resolution as of 12/29/2023.
Customer Answer
Date: 01/03/2024

Complaint: *******0

I do not accept the business's response as a resolution to my complaint because: I missed the one call that they attempted. Regardless, there is nothing to discuss. As I stated in my initial response. I have been wrongfully charged multiple times for over a year now. I have filed multiple disputes and have even placed a merchant block on them through my bank. Unfortunately, Planet Fitness uses deceitful business tactics in order to continue stealing money from me. They change the way they charge/change their name on the payment processor to bypass the merchant ban. I am out of options and can't even dispute the older charges because of how much time has passed. I just want to be refunded everything that I'm owed and to have the charges stopped.

Sincerely,

********* *********
Business Response
Date: 01/04/2024
Company representative was able to communicate with customer and come to an agreed upon resolution as of 1/4/23.

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