Complaints

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

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Planet Fitness (Regional) has 25 locations, listed below.

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  Planet Fitness (Regional)

  161 Washington Ave Ext. Albany, NY 12205

• 

  Planet Fitness (Regional)

  609 Columbia Turnpike East Greenbush, NY 12061

• 

  Planet Fitness (Regional)

  329 Glenmont Rd. #2 Glenmont, NY 12077

• 

  Planet Fitness (Regional)

  3065 New York 50 Saratoga Spgs, NY 12866

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  Planet Fitness (Regional)

  628 S Main St N Syracuse, NY 13212-3662

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:05/21/2025

  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.

  Went in to cancel my membership because I don't use it anymore. Was told "okay you're all set". Yet I'm still getting billed each month. This company is terrible.

  Business Response

  Date: 06/06/2025

  Please see the response from the Assistant regional manager:"We looked into this. There is no documentation that this member canceled in accordance with the cancellation policy. To resolve this issue, we have completed a courtesy cancel, and the member will receive no further charges. "

• Initial Complaint

  Date:03/09/2025

  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 pay for a Planet Fitness Black Card Membership. My dues have been auto paid since October 2024. My annual dues have been paid. My issue is the equipment that PF Black card members get to utilize (HYDROMASSAGE BEDS, TANNING, MASSAGE CHAIRS, ARE CONTINUOUSLY INOPERABLE, SPECIFICALLY FOR THIS COMPLAINT WHICH I AM SEEKING RESOLUTION FOR, THE HYDROMASSAGE BEDS ARE INOPERABLE (BOTH BEDS). i CONSTANTLY HEAR WHEN I INQUIRE, "PARTS ARE ORDERED, WRONG PARTS RECEIVED, WE APPOLOGIZE THE BEDS ARE OLD, I DON'T KNOW WHEN, I AM NOT SURE WHATS GOING ON" IN REFERENCE TO THE REPAIRS OR REPLACEMENTS OF THE HYDRO BEDS. I JOINED THIS CLUB SPECIFICALLY FOR THESE DEVICES AS IT ASSISTS ME IN MUSCLE RECOVERY UPON COMPLETION OF WORKING OUT. I ASK THAT THESE DEVICES GET REPAIRED OR REPLACED PROMPTLY, AND THE INTERM A FULL OR PARTIAL CREDIT TO MY MEMBERSHIP FOR THE MONTHS OF INOPERABILITY. I TRULY ENJOY THE FACILITY, THE STAFF, AND THE EQUIPMENT. I HOPE THIS "COMPLAINT" WILL ASSIST IN THE REPAIR AND OR REPLACEMENT.

  Business Response

  Date: 03/11/2025

  Thank you for reaching out in regard to the Plattsburgh Planet Fitness.  According to our records the Hydro Massage at Plattsburgh and massage chairs have been accessible to our membership base, we take pride in minimizing equipment down time and aggressively work to fix maintenance issues as the arise.  Given that the amenities were available at the club, no refund is warranted.

  Customer Answer

  Date: 03/26/2025

  The location is in Plattsburgh NY. The business states that both Hydro beds are fully functional. This is false. One is still inoperable and the other as of three days ago, appears to be functioning.  So, when the complaint was originally filed neither hydro bed was operable! 

• Initial Complaint

  Date:03/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I originally went to Planet Fitness in Canandaigua, New York, in 2023. I then switched to Victor Planet Fitness as it was closer. I tried canceling my subscription over a year ago by going in person to BOTH LOCATIONS and asking them to do so. The team members there assured me the account was deactivated and I would no longer be charged.
  
  Why am I getting billed now and during the past however many months for something your staff told me was ended?
  
  I need a refund for this previous charge and for at least the past year as I've been nowhere near those locations in the past 12-16 months.
  
  When I called both locations to ask they both said my membership said it was "cancelled", so why am I still being billed?

  Business Response

  Date: 03/19/2025

  I spoke to the Assistant Regional manager, please see the respond:"Just looked into both accounts and they are both cancelled. Victor- Cancelled 09/16/2023Canandaigua- 02/03/2025Spoke to the GM of the Canandaigua club, he noted that the member called his club, asking for a refund for the time that he didn’t use the membership. The member had no documentation of cancellation at the club and mentioned that he didn’t sign anything when he came into club either.I also attached the freeze document that was on file for the Canandaigua club. After diving into it, it looks like ***** stopped using the membership in January 2024, and there is a freeze document on file for him for 2  months starting in February 2024"

• Initial Complaint

  Date:02/28/2025

  Type:Service or Repair 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 am reporting a very serious health hazard regarding the water at the Binghamton Planet Fitness. Over the past few days, I and many other members have been unknowingly drinking from the water station, and I have discovered today that the water is murky and contaminated. They originally blocked off the water bottle dispensary a few days ago, but not the water fountain where anyone can have a drink of water. Despite the bad water, they have only partially blocked off the station, allowing members to continue drinking this extremely unsafe water. This may have been happening over the past few days, and just yesterday I unknowingly drank the murky, contaminated water along with my friend, who is worried about his throat hurting.
  
  On February 25th at 11:20pm, I notified a staff member in person about the issue, yet no action was taken to shut down or warn members. I returned at the end of my workout to check if it was closed an hour and fifteen minutes later, just to see that the staff member did not close the water fountain after I physically showed him the murky water. This level of negligence is unacceptable, members have been put at risk. As said before, I consumed the water myself and I am extremely concerned for my health.

  Business Response

  Date: 03/04/2025

  I spoke with the club and it seems that the regional manager has reached out and spoke to you. There have been no water line breaks in Broome County, with the closest one occurring in Johnson City months ago. Additionally, our facility uses public town water, not a private well. There are no boil water advisories or water issues in town.

• Initial Complaint

  Date:02/25/2025

  Type:Service or Repair 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.

  They cancelled my membership without me requesting it. I have 4 months left on my annual membership and they’re saying I have to start all over again and pay all the fees I already paid. In the meantime They keep charging my bank account and I am not allowed to check in at the club. I want they to immediately stop this behavior and restore the rights I have.

  Business Response

  Date: 03/04/2025

  I just spoke with the club, and it seems that when you sent a cancellation email to cancel your sons account, they accidentally cancelled yours, not knowing you had the same name. They did cancel the correct account, and they are willing to sign you back up for your original membership at no cost, you just need to go into the club to resign the paperwork so they have it on documentation. Hope this helps!

• Initial Complaint

  Date:02/18/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had a gym membership at planet fitness in Wilton ny for many years. I resign & renew in Dec. each year paying for the year ahead with my wellness card through ******** which is through my husbands work. I went in person but the desk girl had trouble &kept saying to swipe the card. I believe this was around dec. 16th, 2024. It apparently didn’t work for her. I called the insurance the next day and was told the money was there (& pending their billing system) for the 2024 calendar year, then called planet fitness explaining the whole situation to Amanda (club manager).She said she was having trouble with other peoples accounts as well. I explained I would be out of state until the following month. Before I left, She called my insurance as did I & we were all on a 3 way call so I could give my permission to pay the membership with my 2024 funds on the wellness card. Amanda said it would be best to wait a full 5-7 days to run the card again(Christmas Eve day). She understood I would be out of state but could I get the card to her. I made another trip there that day & left my card with her & she assured me that she would take care of it & that she would take care of it herself. I also left her my son in laws# to call if any problem occurred. She never called so I believed her that it was taken care of. When I was back in state I picked up my card, then I later called & was told by her that it didn’t work. She never called me or my son in law & She blamed the insurance but they said it was on her end & her payment pending system. Now the 2024 funds are expired though I was there in plenty of time & followed Amanda’s instructions. The situation was fully explained to her in mid December. I only want the membership with the 2024 wellness funds paying for the upcoming year. Otherwise I am not a member because of her or planetfitness’s billing dept. I would appreciate hearing from her manager, Dan.

  Business Response

  Date: 03/04/2025

  Please see the response from the manager and regional manager- "We appreciate the response and feedback. We take all forms of card payment. When attempting to charge her card it was continuously declined. The staff went above and beyond to help rectify this issue with the card issuer. We would love to have her back in the club at the same rate as that date. ****** went on vacation, and as a courtesy we offered to try to help even while she was gone. The funds were not successfully taken out due to an issue on the consumer's end. ****** is welcome to come in and we can help her get setup with a card payment."

• Initial Complaint

  Date:02/12/2025

  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.

  on 1/29/25 my husband and I called east greenbush PF at 3:59 pm to cancel his gym membership, the male who answered advised we had to first, transfer his account from the bronx gym. we hung up and immediately called the bronx gym to do so. at 4:12p, we called east greenbush back and the front end associate advised the did receive the account and to email [email protected] to cancel. In this call i specifically asked about the timing and the next bill and the guy literally told me "youll be fine, the next bill is not set to charge until 2/10/25. we sent the email requesting cancellation at 4:43p that day. on 2/4 we see that a fee was charged on 2/3 from planet fitness, i called the east greenbush gym immediately (11:56a) and was told by the same voice that i spoke with on the 29th, that they didnt see the email come through and to fwd it to a new email [email protected] they will let their mgr know. okay, we get off the phone, we fwd the timestamped email from 1/29 to the new email at 12:03p on 2/4/25. the next day we get a confirmation of the member ship cancellation effective 2/4, so no one talked to the manager like they said because there was no talk of refund. I call on 2/5 at 11:51a and talk to a new gentleman for another 8 minutes where i explain the entire situation all over and he says he is taking down notes to give to his manager because he cant do anything to help me, he says the manager will get back to me at my phone number and i even say he can call me if hes on late shift too, im up late! nothing.. i get nothing back. on 2/8/25 3:14p i call and speak to a woman who has no idea what im talking about and she takes down another message for me..she even says she will talk to the assistant mgr who was in that day and..nothing. I call on 2/10 3:03p-tt mgr finally! he clearly does not have any of the details he says he starts the refund request with his boss,i get the attached emails, at NO point was any of this stated.

  Business Response

  Date: 02/19/2025

  Please see the response from the Assistant Regional of the East Greenbush location- This member's wife reached out to club staff on 1/29/25. At the time, the membership was through the Bronx, NY location. The staff provided the correct ways to cancel and provided the GM's email as well as passed along the information to club management as they could not find the member's account. The staff member would not have had any knowledge of their annual fee date as they were Remote at the time. They provided the correct date to avoid a standard monthly fee. The annual fee was already pending. Per the contract, "In order to cancel your membership prior to the billing of the annual membership fee, the club requires written notice [...] no later than the 25th of the month before such billing." The member contacted the club on 1/29/25, therefore, the annual membership fee was already locked in and no refund is owed. 

• Initial Complaint

  Date:02/04/2025

  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 am trying to cancel my membership. I have requested to cancel my membership 3 times in person. Each time I am given a reason why I cannot cancel. First they needed my bank routing number. Second and third time I requested in person they said only a manager can cancel memberships, however they would not provide me manager schedule. I just want to cancel my membership. I can no longer afford the expense. Planet Fitness advertises that there is no long term contract, however they will not allow cancellation of a membership. Please help me cancel my membership with Planet Fitness.

  Business Response

  Date: 02/25/2025

  Please see the response from the manager: "I went ahead and cancelled out the membership to avoid any further issues. The member hasn't been to Loudonville in over a year and hasn't called about canceling either. She did go to Albany in December so I'm not sure if she tried to cancel there and they explained that she would need to do it in Loudonville, but there aren't any notes on her account from that visit.I've attached her membership agreement which lays out the terms of her cancellation procedure. I also provided a screenshot of her check-ins showing she hasn't been to Loudonville since 01/15/2024 and then one check-in at Albany on 12/19/2024. There are no notes from any staff regarding a phone call or in-person conversation, so I also attached a screenshot of her account notes. And finally, I provided a screenshot of her account documents showing the cancellation form from today, but also showing there was nothing there previously."

  Customer Answer

  Date: 02/26/2025

  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. 
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:12/10/2024

  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.

  The water at the water fountain is unfiltered and tastes like it includes chlorine or lead. It's not fair that as much as we pay for our PF memberships (monthly and annually) and spend time working out there, Planet Fitness is not able to provide us with clean and filtered drinking water.

  Business Response

  Date: 12/16/2024

  I will work with our maintenance team to get this looked at and fixed.

• Initial Complaint

  Date:12/02/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a member of this PF since 1/27/2016, never having my membership lapse. My initial rate was $99/yr, ($8.25/mo) paid in advance. I have paid the same up until last year, 2024. The manager at the time stated their computer system could not accommodate this legacy pricing so I was charged the going rate of $120/yr BUT my months of service extended for another 5 months to make my monthly rate able to fall into the same rate structure as my $99/yr rate ($8.00/mo).
  
  PF had a rate increase for NEW members only from $10/mo to $15/mo, starting around June of this year.
  
  My current membership was up for renewal in 11/2024. When I went to renew, the current manager, Cara, stated that I was no longer eligible for my long-stating rate and I would be charged around $220. This computes to a new membership of $15/mo + a $40 fee. I would be treated as a new member, not an existing member.
  
  PF website clearly states that the rate increase was ONLY for new members, NOT existing members.
  
  I feel that I should have been able to renew at my legacy rate and at worst case, $10/mo.
  
  All I am looking to do with PF is to be able to be renew my membership and continue to use their facilities as I have for the past 8 years, without any incidents.
  
  My membership number is below.
  
  Thank you for your assistance in resolving this matter.

  Business Response

  Date: 12/16/2024

  We simply do not offer the $99 pif option. The contract expired. The contracts are only 1 year at a time, and rate is NOT guaranteed. You are more than welcome to sign up under our new rate for the PIF if you choose to.

  Customer Answer

  Date: 12/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have had the $99 pif option option from 2016 to 12/2024.  Their offer ($15/mo) treats me as any new member, not an existing 8 year member.  I even suggested their previous model, ($10/mo, paid per month) but apparently that is not acceptable to them either. Sorry, they do not value customer loyalty.

  I'll look to take my business elsewhere and will definitely let others know what to expect when dealing with Planet Fitness.
  
  
  
  Regards,
  
  
  
  ********* ******