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Business Profile

Fitness Center

Planet Fitness (Regional)

This business is NOT BBB Accredited.

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Complaints

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

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

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    Customer Complaints Summary

    • 62 total complaints in the last 3 years.
    • 19 complaints closed in the last 12 months.

    If you've experienced an issue

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/28/2024

      Type:Billing Issues
      Status:
      Answered
      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 been A customer sent 2021 provided my bank card information and gave me employee my bank card and on October 21 they charge my account $48.08 stating that they charge me a late fee, even though my payment was taken, and my card was on file since 2021 they said my card wasn’t marked as my primary. I only have one card they’ve been taking my payment from this card for the last three years now I want to charge me a fee even though it’s an auto payment and I have the money in my account and it was an employee error that my card was not emerges primary and someone else’s card was on my account. They refused to give me a refund for the late fee though there has stolen money then asked to cancel my membership and they said I had to come into the store I asked email me , I would sign it scan it and email it back they refused. I told him I do not want to step 1 foot and Planet Fitness. They stole money for me and charge me a late fee even though they took the payment I asked for a supervisor several times was refused. One asked for a corporate phone number was refused. One all I want is my money back and cancellation of my membership. I don’t trust the company which is a damn shame because I’ve been with them since 2021 and for some reason, they decided to go into my account and mess it all up, and turn it around on me

      Business Response

      Date: 12/16/2024

      "The member had claimed that when she first signed up that she replaced her card on file as the primary billing and says that when doing so this was a staff error that led to her paying late fees on membership.

      After looking into her account there is no change of billing document on file for her membership and the routing and account number appeared to be entered wrong by the member due to the sign up being done via online as her agreement is "E - signed".

      When reaching out to this member once more, she confirmed that was she had been refunded a total of $25.08 and just wanted the membership to be canceled. I assured her that the membership was canceled and that no more charges would be taken."

      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.
      [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

      Regards,

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








    • Initial Complaint

      Date:10/28/2024

      Type:Customer Service Issues
      Status:
      Answered
      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 attempted to call repeatedly to cancel my membership before the renew date. No one answered the phone any of the attempts I made to call on Oct 14 or Oct 16. After repeated attempts to get in touch with someone, I had to call the corporate number to speak with a human who ALSO could not get in touch with anyone at the gym. I was finally able to cancel membership but not officially until "AFTER the renew". When I asked for my funds returned to my account as I am HANDICAPPED and haven't been to the gym in MONTHS and TRIED TO CANCEL BEFORE RENEW BUT COULD NOT DUE TO NO ONE ANSWERING THE PHONE.... An EXTREMELY RUDE "manager" named Christina/Kristina told me she would not refund my money and also refused to give me her higher ups name or contact info. Therefore I am filing this report to the BBB. I feel disgusted and disturbed by this "managers" callous attitude and lack of emotion or humanity. I also feel as though not answering phones is a tactic so you HAVE to enter the gym to speak with someone to cancel a membership in person. Which is incredibly difficult for me to do as I am in a wheelchair and your gyms are NOT handicapped friendly.

      Business Response

      Date: 11/07/2024

      "We never received a proper form of cancellation from ******** prior to the billing cycle date. Christina had spoken to her and did a courtesy cancel over the phone on 10/22/2024.  We have done a 1-time courtesy refund of the $25.08 monthly fee" Please see the attached cancellation document

    • Initial Complaint

      Date:10/23/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      Dating back to November 2021 my account has been being charged for a membership that was deemed as fraudulently open I have spoke with numerous people I have never physically been to this place of business I have been charged over 500 dollars. After speaking with planet fitness they are telling me they are only able to refund the last months membership and cancel the membership. as of December of last year they stopped taking payments through Cashapp because of numerous fraud issues. Somehow my account was still being charged. I will attach the email they sent me with notes stating that the account was fraudulent

      Business Response

      Date: 11/07/2024

      Per the assistant regional of this location, they are going to refund you 3 months totaling in $69.27

    • Initial Complaint

      Date:09/26/2024

      Type:Billing Issues
      Status:
      Unresolved
      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.
      My partner was charged a $20 late fee on her membership ($25/mo). There was no notice sent out or provided that indicated payments were being attempted. No emails, no phone calls, and then attempts to access the gym again required this late payment to be made.

      The business refused to waive the fee.

      I have asked a colleague who also attends this gym if that happened to him as well, and he reported to me the same had happened for two months now, with no notice of failed payment attempts, only required late fees at the time scanning in to the building.

      Business Response

      Date: 09/26/2024

      Can you please give me your partners name so we can look into this for you?

      Customer Answer

      Date: 09/26/2024

      My partners name is ******* ******* ***********************. I am a guest on her black card membership.


      Regards,

      *** *******








    • Initial Complaint

      Date:08/31/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Good day,
      Back in March I was laid off and went into Planet Fitness to cancel my membership as I didn't know how long I'd be unemployed for (I still am as I'm in college). The girl helping me told me I was locked into the $20 per month rate, so advised me that I should stay enrolled but put a freeze on my account. I agreed and we froze my account for 3 months. During those 3 months I was charged the annual fee of $49. I guess I assumed all charges would be frozen as I had specifically said I was unemployed, obviously needing all payments to halt for a while. Having paid that, I decided I'd let my account unfreeze and try to go with my sister-in-law who was considering going, as I don't have a car while I'm in college. When I saw the $25.08 come out, it sparked me remembering back to being told I was locked into the $20 rate, and upon searching in my records that's when I saw the $49 and that I've always paid $25.08. I'd thought I was always paying $25.08, but I was so stressed after losing my job I didn't look into what she told me.

      Basically, I feel I was lied to in order for this girl to not have a cancellation done under her name. Had she not lied, I would have cancelled and wouldn't have paid the $49 or the $25.08 in July or August. I did mail a letter to Planet Fitness in time to stop August, but that letter received date was never acknowledged. I emailed Planet Fitness and that's when I received an email back stating my membership will be cancelled with an early cancellation fee, effecting September 16th (or close to).

      Due to my unemployed status, I should not have been lied to, I shouldn't have been left in a position to be charged the $49, I should have been allowed to cancel back in March. From what I've learned, they have the ability to let me cancel without penalty when there's is provable hardship. I would greatly appreciate a refund of the $49, the 2 x $25.08 and the fees waived for cancellation. I haven't used the gym since before March.

      Business Response

      Date: 09/11/2024

      Please see the below:

      "This member signed the freeze form in person, which clearly states that the freeze only applies to the monthly membership dues, while the annual membership fee will be billed as scheduled. The form was provided to her with full transparency regarding future billing and membership reactivation.
      Regarding the monthly dues, this member has been with us since February of this year, and her agreement clearly outlines her monthly rate. It’s unclear why she is raising these concerns five months later, but as per the agreement, the annual fee is non-refundable."

      Customer Answer

      Date: 09/11/2024

      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.

      Back in February I was told by the girl working at the counter that I was “locked into a $20 rate, which is rare.” and I was advised to freeze instead of cancel to keep that rate. It was months later when the freeze lifted (I missed my window to call) that I saw that was a lie (I took her word for it and didn’t look into it in Feb, not giving any thought to what I’d been paying). 

       I don’t know why I was told that - maybe to avoid having a cancellation on her name? I don’t know if PF tracks sign-ups/cancellations per employee. There was a young guy looking at the screen with her, too.

      So, the whole point of this is I was lied to. I’m aware of the contract and the fees. I am just asking that I be refunded back to February as though I cancelled like I wanted to, knowing I’d be unemployed for a long time (in college) because I would have cancelled temporarily if she didn’t falsely tell me that. Or you can refund me the difference for the $20 rate I supposedly had. The whole point is I don’t appreciate being lied to, to keep me from cancelling. 

      Regards,

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


    • Initial Complaint

      Date:07/12/2024

      Type:Billing Issues
      Status:
      Answered
      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 been trying to close my membership since the beginning of 2021. I have not used this account or punched into the system since then. Everytime I have tried to cancel, they will not cancel my account. From the beginning of 2021 until they made the last withdrawal on june of 2024. At 3 and a half years at $10 per month, I am requesting to be reimbursed $420 (42 months x $10 per month). They just cancelled my account over the phone. They had told me they couldn't cancel over the phone back in 2021. So the fact that they said you can't cancel over the phone is not true, which is a false statement. If this cannot be resolved with the Better Business Bureau, I will be forced to file a complaint with the NY State Department of State.

      Business Response

      Date: 08/08/2024

      The manager of the Rome location has cancelled out your membership. I have attached the cancellation document, showing that your membership is now cancelled.

      Customer Answer

      Date: 08/12/2024

      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 am still looking for refund on this matter as I have proof of bank statements stating money has been taken out the past few years.

      Regards,

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








    • Initial Complaint

      Date:06/29/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      For the past several months, I have unsuccessfully been attempting to cancel my Planet Fitness membership. The co-owner of my bank account and I both reached out to the club numerous times, including in the form of a written letter, requesting a cancellation, to no avail. I no longer live anywhere near the club, so I cannot go in person. Finally, after sending another email several weeks ago, I received confirmation that my membership had been paused (not canceled, as I requested, but I was happy to finally get somewhere). I have attached a screenshot of the confirmation I was sent. I replied back to the email clarifying that I would like my membership to be totally canceled, but received no response. Today, 06/25/24, I received yet another subscription charge from PF (in the amount of $23.09), despite the fact that my membership had apparently been paused. I am incredibly, incredibly frustrated; it is clear that PF's membership contract is designed in an incredibly predatory and convoluted way which makes canceling extremely difficult, but this charge is egregious, plain fraud. I have lost hundreds of dollars to this company; I would like a refund, at least for this most recent subscription charge, if not for several month's worth. I can not afford to continue having money stolen from me.

      Business Response

      Date: 08/08/2024

      I have attached the cancellation document that shows your membership was cancelled on 6/13/24. Since this is after the 10th, you still got charged for the month of June, and the cancellation document shows that and that you had access until 7/16/24. I have also attached your membership agreement, that states the ways to cancel your membership- either going into your home location or sending a certified letter via mail. 

    • Initial Complaint

      Date:06/26/2024

      Type:Product Issues
      Status:
      Answered
      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 my daughter up for a 1 year membership online. The year ended and I continued to get charged. I was told I couldn't cancel on the phone or online, but had to go in to the gym to cancel. After canceling i still was charged and Noone would call back. Manager refused to talk with me when I asked for him.

      Business Response

      Date: 07/15/2024

      I have reached out to the assistant regional of that location, and this is what they responded back with- "We have accepted this as a record of cancellation and *****'s membership will not be charged going forward. When you sign up for a membership during a time of a commitment, you are charged $25.08/month for 12 months, with an annual fee of $39 per year every year on January 1st. After the one year, the membership goes open ended, meaning that it is billed monthly until the membership is cancelled out. We have no record of an attempt to cancel this membership and no notes on file. The cancellation policy stated that they would be able to come into the club to cancel, send in a letter via mail to cancel, or see the back of their original contract to check eligibility to cancel online via email. Without any records of cancellation, no refund will be given. "

    • Initial Complaint

      Date:06/20/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 joint planet fitness on may 21 ,2024 and cancel on June 14th 2024 but they charge $25.08 for next month which i do not used it
      agreement# ***** membership #****-***** join on 5/21/2024

      Business Response

      Date: 06/24/2024

      You would have had to cancel on 6/10 in order to not be billed on 6/17. It shows on the cancellation document, that you attached, when your last bill date would be, and it stated 6/17. You have access up until 7/16 since you have paid for the month. I have attached your agreement that states when you would have had to cancel by to not be billed. 

    • Initial Complaint

      Date:06/02/2024

      Type:Service or Repair Issues
      Status:
      Unresolved
      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.
      My partner and I had memberships with Planet Fitness, we loved our membership however in October I was in a car accident that totaled our only vehicle. In December once we realized it may be a while before we would have another vehicle on the road we called the location we got our membership at and attempted to cancel them. Even after explaining the situation to them they refused to cancel it unless we came in person. We explained to them due to medical issues and inexccessability that doing that was not possible thay still refused and told us we could try write a letter. We did that and they have not responded to our letters. We tried emailing and they still have not responded and when we call they still refuse to cancel our memberships. This policy is very confusing especially when you can start a membership thru the app, but you can't cancel it the same way?

      Business Response

      Date: 07/19/2024

      The manager said they reached out to her and did not hear back. They were going to cancel the account in the meantime.

      Business Response

      Date: 08/12/2024

      I just spoke with the assistant regional of your club and she said she spoke to you on Friday and a refund will take 7-10 business days

      Customer Answer

      Date: 10/25/2024

      The consumer reported that she still has not gotten a refund.

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

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