Complaints

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

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Planet Fitness (Headquarters) has 163 locations, listed below.

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• 

  Planet Fitness (Headquarters)

  4 Liberty Ln W Hampton, NH 03842-1704

• 

  Planet Fitness Danvers

  20 Archmeadow Dr Danvers, MA 01923-5281

• 

  Planet Fitness NY (Corporate Locations)

  1040 S Broadway Hicksville, NY 11801-5027

• 

  Planet Fitness

  635 Broadway Bangor, ME 04401-3363

• 

  Planet Fitness Waterville

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

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/18/2023

  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.

  An error by an employee created late fees on my rent. I was debited a $49.00 yearly fee that I had already paid in September. This caused the large rental amount I pay to be declined. And late fees imposed. The total late fee amount was $105.00. I contacted PF several times to resolve the issue. I requested reimbursement of these fees. I also requested an email stating this error so that I could present this to the rental Manager. I first spoke to assistant manager Preston who promised me the letter. Upon not receiving it I contacted the facility manager Jen. I was told she would contact corporate and call me back. I have called multiple times and cannot get Jen to call me back. I’m requesting that PF reimburse me this fee that was created by their error. PF has reimbursed me the $49.00, but is ignoring the big issue they created.

  Customer Answer

  Date: 12/18/2023

  The address should have been attached. I’m sorry. It is:

  ***** *** ** ******
  ******** ****** ** *****

  Phone number : 

  ************

   

  Thank you. 

  
  

  Customer Answer

  Date: 12/18/2023

  These are the charges I incurred. For PF’s error. 
  Thank you! 
  ******

  Business Response

  Date: 12/26/2023

  After reviewing this case with ******* we have come to the mutual agreement to refund her Annual Fee on 9/01/23 and 2 monthly membership fees for 8/17/23 and 9/17/23 totaling $99.90 to resolve this issue. 

  Customer Answer

  Date: 12/27/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID *******0, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** ********

• Initial Complaint

  Date:12/18/2023

  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.

  The location was closed from April till about October. No email or phone call was provided about closure or opening. They kept charging while closed and had to wait till opening to get in touch with the location. I went in circles for a month and a half and there was no solution to a refund corporate told me to talk to the manager at the location the manager says he can’t do anything only the regional manager can, and the regional manager never got back to me or reached out after I sent her a lengthy email. I feel services were not provided by this location and they did not provide proper info of closure and opening, and them charging me while closed and not reimbursing is a bit scary as I consider it fraud at this point. They also did not mention even though I have a basic card for 1 location I can go to others while they were closed which I was not informed of in any way which is why I feel they should reimburse many people who have complained of the same issue.

  Business Response

  Date: 12/21/2023

  We refunded ****** ***** Agreement #: *******032 today 12/21/23 for the amount of $60.00. ****** was a member of Hicksville and was upset due to being charged while we were closed during renovation. ****** stated that she did not receive any emails about our closure, and our members being able to use other clubs. ****** mentioned that if she would have known she would have canceled before we closed. I also mentioned to ****** that their was signage posted on our doors two months before closing. Hoping that ****** ***** will consider signing up again we have chosen to refund her for the dates below. ****** should receive this refund in 7-10 business days. I did let ****** know if she does not receive the refund to please contact me via email. ****** thanked me for my time and appreciated us understanding her point of view. 

  05/17/23- $10.00

  06/17/23- $10.00

  07/17/23- $10.00

  08/17/23-$10.00

  09/17/23- $10.00

  10/17/23- $10.00

   

  Total Refund- $60.00

  Customer Answer

  Date: 12/27/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ******28, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:12/04/2023

  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 think the planet fitness in question is in ********, MA. They are the ones I have reached out to, repeatedly. The member phone number was *******-6902 and prior address was **** ****** ** *** ********* MA 01913. My brother, ***** ******, had a membership. He moved to Missouri in March when his cancer returned and he passed away in August. He had made me a joint owner in his bank and after his death I took over the bank account and it is now solely in my name. I have been trying since August to get planet fitness to I stop taking money out of my account and to refund what they took. ***** is dead, his name is not on the bank account anymore, and I never authorized them to take money from my account. I have talked to people and emailed their headquarters and still they take money from me. This is a very difficult time for us and having to fight with planet fitness for months is just adding to the stress.

  Business Response

  Date: 12/04/2023

  This account has been cancelled and a 6 month refund was issued ($120.30) as well as the annual fee ($39).

  I spoke with the club manager in ******** and he had no knowledge that the sister requested the account to be cancelled.

  Customer Answer

  Date: 12/04/2023

   
  
  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.
  
  

  I would also like to advise, when I called the club several months ago I spoke with a female, not a male manager. Also, the emails I submitted were through the company’s main page. No idea where those went..
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:11/17/2023

  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.

  Multiple transactions
  Fee of $25.05 1 time
  Then $26.86 , 3 times
  
  I signed up for a membership and began to have active flare ups.
  
  I haven’t been in months.
  They don’t let you cancel on the app.
  They don’t let you call.
  I can’t work with that and my disability.
  I feel this is against the law.
  How are you going to make me drive when I can barely leave my apartment**** ?
  
  Cancel the membership and give me money back.
  You can’t treat me like this.

  Customer Answer

  Date: 11/18/2023

  So I signed up at **********

  *** ********* Blvd

  *********** Florida 33823

   

  Then I went to another location I think in **** ****** 

  Business Response

  Date: 11/21/2023

  Hello - 

  I have reached out to ********* via phone call and email to inform her that I went ahead and helped assist with her cancellation. I also informed her that I was able to issue a refund for the months that the membership was not used.

  Thank you,

  **** ********

• Initial Complaint

  Date:11/13/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Monthly subscription transaction cannot and will not be cancelled even after multiple attempts for contact. I am deployed and unable to use their service yet they will not allow a subscription to be cancelled unless done so in writing, while also in person?! It’s lunacy, and putting a service member at a disadvantage

  Customer Answer

  Date: 11/14/2023

  *** * ****** ****** ********** ** *****

  Business Response

  Date: 11/21/2023

  We apologize for any inconvenience, there was no record of conversation being had found on file, stated in our policy Planet Fitness offers two ways to cancel, by coming in person or sending a certified letter to our address. Feel free to contact our club email to further discuss your options, [email protected]. Thank you for your service.

• Initial Complaint

  Date:11/08/2023

  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 joined in August using a link via my sister under her “refer a friend” for deal $1 join $10/monthly plus yearly fee. Then I noticed 2 months later that planet fitness charged me $61.31 join fee on 8/23/23 and $52 yearly. I tried calling and in person to resolve this with managers ****** * *** who referred me to PF app support (since I signed up online). App Support has sent me back to resolve with managers. I’m getting run around and simply want my extra $61.31 join fee refunded.

  Customer Answer

  Date: 11/08/2023

  Planet Fitness
  **** * ********** **
  **** ***
  ******** ** *****

  United States

  Business Response

  Date: 11/10/2023

  We are working with management at this location to determine validity of the members claim and if a refund would be appropriate. We will reach out to the member directly to make them aware of our decision.  

  Customer Answer

  Date: 11/19/2023

   
  
  Complaint: ********
   
  
  I do not accept the business's response as a resolution to my complaint because: it’s almost 10 days and I went in to gym and wrote complaint down for manager on duty…still haven’t heard anything from corporate.     I want my join fee refunded $60+              [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  
  
  
  Sincerely,
  
  
  
  *** ******

  Business Response

  Date: 11/20/2023

  Hello,

  I wanted to provide an update on the situation with the member. I reached out to ***, and we had a conversation regarding her concern. It turns out she had a friend referral, and according to our policy, she should not have been charged the startup fee of $49.34. It seems there was an issue with the system not recognizing the promo code, resulting in the full charge.

  I'm pleased to let you know that we have resolved the issue by refunding her the startup fee. *** is aware that the refund may take 7-10 business days to process.

  
  If you have any further questions or if there's anything else you'd like me to address, please feel free to let me know.

  Business Response

  Date: 11/20/2023

  Hello,

  Correction the amount was $61.31 refunded back to her card onfile.

  Customer Answer

  Date: 12/03/2023

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20******, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  *** ******

• Initial Complaint

  Date:10/30/2023

  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.

  Today, I canceled my Planet Fitness membership after a concerning interaction with a manager at the University Blvd location in Charlotte NC. We engaged in a disagreement regarding the facility's workout policies. I have been a loyal member for about a year and have never encountered such issues brought to my attention at any planet fitness location. The manager claimed I was using four workout machines simultaneously and slamming weights, which is not accurate at all. I explained that my workouts involve supersets, meaning I perform two different exercises within one set. Sometimes this will involve 2 machines max. I suggested reviewing security footage to confirm my workout style, especially if you’re going to make such an accusation against me. it only seemed fair to review and present to me this evidence. I've consistently followed this routine for over a year without any issue at any planet fitness location I’ve been to. Apparently they keep notes on your account so he could clearly see I’ve never received these complaints from any other planet fitness managers at any location, and if I had my membership would have clearly been canceled. I also made an effort to come at a less busy time to avoid equipment conflicts, being a member for a while I know how packed this gym can get. My history as a member at the East Oakland Planet Fitness has been free of such concerns, which leads me to believe the manager was discriminating against me for whatever personal reasons. He “contacted his regional manager” which lead to a warning and him threatening to cancel my membership because I was standing firm on his accusations not being true. A simple review of the security footage would have proved that he was wrong, but there was no compromise in this situation. Plus I personally didn’t get to speak with the regional manager that I asked him to contact. Anytime you ask for a higher up you have a right to speak with them, or at least I thought.

  Business Response

  Date: 10/27/2023

  Hello,

  This seems to be a complaint for a Planet Fitness that is not within our ownership group. Please advise on how this can be removed from our group. 

   

  Thank you,

  Customer Answer

  Date: 11/10/2023

  No one from this business has contacted me. 

  Business Response

  Date: 11/13/2023

  Good Morning,

   

  The Regional of South Charlotte called this member and was unable to connect while I was on leave. This member was breaking policies at the gym. This was viewed by the manager of the gym and is seen on camera. This member is more than welcome to email at [email protected], if he were to have any further questions.

   

  Thank you,

  Ryan M*****

  Customer Answer

  Date: 11/13/2023

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:10/03/2023

  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 was charged membership fee of $49.00 on October 1, 2023. The last times I used the gym was around August 21st due to issues I was having medically. I originally placed my account into Freeze around 9/10/2023 due to ongoing pain while working out. I was advise by my doctor the following week to stop going to the gym. I cancelled my membership on 9/19/2023. However, I was not aware the membership did not complete until I saw my bank draft of $49.00. From there, I went to the website and requested a second cancellation and contacted the home location I signed up. The manager refused to refund the membership and stated emails was sent for freeze and cancellations. I checked my emailed including spam and I did not receive any confirmation for either incidents. I asked the manager to honor my original request and she stated there was not any notifications in her system in regards to website issues. I am upset as I never had the chance to use the membership for a full months and was charged the yearly fee. I am being taking advantage of as I never received confirmation emails and I assumed it was cancelled on 9/19 but did not realize it was not until I checked my bank statement today showing a pending payment. I am requesting for a refund as this is unfair and an unethical practice due to a rigged website system.

  Business Response

  Date: 10/17/2023

  Hello, 

  We have gone ahead and spoken to this member and will be processing the refund request by end of day. 

   

  Thank you 

• Initial Complaint

  Date:09/22/2023

  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.

  We joined in February 2023 and due to unforeseen circumstances had to quit our membership two months later. I went to the center and told them we wanted to cancel our membership. They said they would with no problem. We are still getting debited from our checking account as of September 2023. I talked with their manager and he stated that my wife had a separate account. He insisted that I had not withdrawn from the account which was in my wife's name only mine. The Black membership was the only account we ever signed up for. On their corporate website, it indicates that I had canceled the membership months ago but at the local Milton facility, it does not indicate any cancellation. He provided me with an e-signature contract which was valid I asked for the corporate phone number which he claimed he could not give out. I had been warned by several people about Planet Fitness and that canceling membership would be a problem. They want both a credit card and a bank account to ensure they get paid. I would advise that you think twice before you hand over a credit card and bank account number to this company.

  Business Response

  Date: 10/05/2023

  Company representative attempted to contact the member without success.  Will to attempted to contact member.   

• Initial Complaint

  Date:09/18/2023

  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 had contacted the business back in March to pause my memebership Planet fitness order *********** when my mother suddenly had had a stroke and was put on Life support,and I was unable to Go to the gym ..As you can see from the membership that was activated last year 2022 There is hardly any activity on the account as I have been my Mothers caretaker for the past several years.I was told I would have to come into the gym to pause my membership which was impossible for my Mother wasbin the hospital out of state which is where I had to travel for her care .Unfortunately my Mother passed away and I asked management at the club if they can refund the months that were not utilized given the circumstances..they said they could not as the system wouldn't allow it ,but they could do a free month.I stated I would contact corporate As I have just had to cover ALL of my Mothers burial expenses .And did not have money just to throw away.Therr also needs to be a better way of pausing memberships given uncontrollable circumstances such as the one we are enduring right now .I am requesting a refund of the months not utilized back to the original form of payment immediately. Thank you

  Business Response

  Date: 09/01/2023

  With the information provided, we are unable to look up the
  account. Please provide either the first and last name and/or phone number that
  is associated with the account. Also, please provide the location that the membership
  was originally created in. When we have that information, we will be able to
  look into this further. Thank you, 

  Business Response

  Date: 09/13/2023

  Planet Fitness is individually owned and operated. The Pineville
  NC location is not part of our franchise, so we are unable to access member
  records. We have emailed the BBB to forward to the correct franchise owner. 

  Business Response

  Date: 09/26/2023

  Hello,

   

  We have spoken to this member and closed the account. 

   

  Thank you

  Customer Answer

  Date: 09/26/2023

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because:No One has contacted me and I still have an account with PLanet Fitness they must have their response mixed up with someone elses]
  
  
  
  Sincerely,
  
  
  
  *** ******

  Business Response

  Date: 10/17/2023

  Hello,

   

  Unfortunately we are not able to refund the member for the months she as not in the facility. We do understand the hardship she endured and offered to give her a few months free as a courtesy. Management has spoken to her on multiple occasions stating the cancellation and refund processes. 

   

  Thank you