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)

  1532 Crescent Rd. Clifton Park, NY 12065

• 

  Planet Fitness (Regional)

  1116 Altamont Ave. Schenectady, NY 12303

• 

  Planet Fitness (Regional)

  710 Horatio St Utica, NY 13502-1400

• 

  Planet Fitness (Regional)

  8417 Oswego Rd Baldwinsville, NY 13027

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:05/03/2024

  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.

  Good afternoon,
  My name is ******** ********* and I have been a member at multiple Planet Fitness's over the past few years. Most recently, last year in March, I joined the Planet Fitness located at 2309 N Triphammer Rd, Ithaca, NY 14850. In the past year, I have never been more disgusted or dumbfounded by the maintenance of the facility, and the atmosphere overall. Upon entering the facility, I am almost never greeted; employees at the desk are consistently engaged in conversation with one another, engaged with their cellphones, or no one is present. Upon further inspection of the equipment, there is dust on the equipment; I would be curious to know when the last time any equipment was deep cleaned. Entering the bathrooms is always a horrifying experience, as the toilets are always all clogged, and on mutliple occasions, I have seen fecal matter and urine on the floor from an overflowing toilet. Upon seeing the bathroom in such a state, I will tell an employee, who usually will blankly stare back at me and not address the issue. Clearly, there is a lack of organizational direction and standards at this location.
  
  I have not been to this gym, despite paying for it monthly, since December 2023. I was recently charged $39 for an annual maintenance fee, which I would like to dispute. This money that I was charged clearly does not go to anything related to maintenance. I would like to be refunded this money, for the reasons listed above.

  Business Response

  Date: 05/31/2024

  The manager has refunded your annual membership fee, please let me know if you don't see the refund. 

• Initial Complaint

  Date:04/26/2024

  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.

  Business claims there is no way to cancel membership except through certified letter. When I initially called my club over the weekend, I was told I can call my club and have it canceled. Monday morning when I did call in to do that, I was told I could not. I was then told there was no way to cancel online, however with some digging I found a way I could. Now it appears I they will still charge me for the last month, despite me canceling prior to the monthly renewal.

  Business Response

  Date: 05/31/2024

  It shows that you cancelled your membership, I have attached the documentation. Let us know if you need anything else, thanks!

• Initial Complaint

  Date:12/21/2023

  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.

  My husband and I had memberships w/Planet Fitness. Upon us moving to almost an hour away, I called to cancel our memberships. They said they would not do it over the phone, I would have to mail a letter or come in personally. I asked for their email and I then mailed the cancellation letter to the Cheektowaga facility AND emailed them. They did not charge me for June. They then restarted charges on 7/17. When I noticed this, I emailed them and sent the letter again and requested the refund of that time $99.27. They refuse to contact me, have not refunded my money and are continuing to fraudulently charge my bank account. They now owe me $198. 54. I have contacted the bank. They are aware that the charges are fraud.

  Business Response

  Date: 01/04/2024

  The regional of this location issued both of you refunds, and you should be seeing those within 5-7 business days.

  Customer Answer

  Date: 01/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  As of today they have refunded $150 of the $198 they owe me. 

  Regards,
  
  ******* ******
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:12/11/2023

  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.

  On October 25th and November 22nd of this year (2023), I was over charged by a Planet Fitness due to a clerical error on their part. They were supposed to charge me $10 for my monthly membership fee, however on the dates listed above I was charged $25. When I brought this up to an employee at the location, they told me that they cannot offer refunds of any kind and that the corporation has to review my refund request. The employee said that the reason I was overcharged was due to an error made by the company and stated that she would be putting in my refund request. I never received any information from the company that either a refund request was submitted on my behalf or reviewed. On top of that, I was never notified by the company that I was being overcharged or for the reason of the overcharge. I simply asked that I receive the amount of the overcharge, which was $30, not a refund of the entire $50 in which I was charged. The problem here, of course, is Planet Fitness never communicating with me, a customer, that the amount in which I was being charged was changing, or for the reason in which I was being overcharged. This leads me to believe that I am not the only person that is experiencing an issue with this company.

  Business Response

  Date: 12/18/2023

  I have reached out to the regional manager of this location and this is what I received back from them- "Looking into this, the charges assessed were late fees, due to incorrect checking account info being on file. When the member joined, he entered his checking account info incorrectly. Because of this, every month his account was charged to the secondary billing on file. Sometimes it assessed a late fee, sometimes it did not.  The member needs to update billing on file with an accurate checking account to avoid the billing coming out late.  As a courtesy, we can offer a credit of 3 months due to the overcharge. We won’t be able to refund $30 exactly due to the payments and late fees being single transactions, not separate." 

  Customer Answer

  Date: 12/18/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  Planet Fitness had my credit card information on file, so if there was an issue with the bank account info (which I’m just learning now was a problem), then why didn’t they charge the payment to my card before charging me with a late fee since, again, it was already on file. Them offering me 3 months does not rectify the situation as I no longer wish to patronize them with my business. I’m still only asking for a refund of the overcharge, since it should have never been charged to me in the first place. I don’t understand why this should be an issue. 
  
  Regards,
  
  ****** ****

  Business Response

  Date: 01/09/2024

  I spoke with the regional manager again, they are going to mail you a check for $30 for the late fees.

  Customer Answer

  Date: 01/09/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  
  In case they need mailing address, **** ******* **** *** ************* ** *****
  Regards,
  
  ****** ****

• Initial Complaint

  Date:12/06/2023

  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 attempted to cancel membership prior to leaving moving states and was told it was too late into the billing cycle and needed to call and cancel later. I moved away and forgot about my membership for a year, totaling $270 in paid charges. I called and was advised to send a letter to cancel, which I did. After seeing another charge on my account I called back. The manager Natalie said they never received my letter, after which I put a stop payment on the bank account. Natalie said they would freeze my membership to give me time to try to logistically cancel since I am disabled and unable to travel 3000 miles to cancel my membership, I already risked malady by sending the first letter from a crowded California post office. After I was told my membership was frozen I started getting calls bout billing even though I was advised by Natalie that I would have no problems due to the freeze. Now I am being told that this account will continue to be charged and cannot be canceled since there is an outstanding balance. I cannot travel due to disability and their requirements are unreasonable. I have sent letter per their demands and they refuse to acknowledge the receipt of the letter.

  Business Response

  Date: 12/11/2023

  As of today your membership is cancelled. I have attached the cancellation document. Any past dues were waived and you will not see any more charges. 

  Customer Answer

  Date: 12/11/2023

  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. 
  
  Regards,
  
  ****** *********
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:11/03/2023

  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.

  On October 20, 2022, I joined the gym Planet Fitness and was charged $23.10. The club fee per month is $25.08 with a late fee of $15.00. On January 24, 2023, I was charged $40.08 due to the late fee. When I called Planet Fitness to question why I was charged the fee they stated not to worry about it, it was an error on their end and they will adjust it. When they did not adjust the charge I called my bank to dispute the charge which was investigated and approved in my favor. I have had continuing issues with Planet Fitness and every time I call they tell me "it's a billing error" and to speak to a manager. When I speak to a manager and ask to speak to someone in billing they tell me the staff does the billing. Due to disputing the extra charge ($15.00) at the bank Planet Fitness is now saying I have a balance due of $160.00. I am either charged $40.08 per month or they skip a month and do not charge me at all. I have had this issue for a year and nothing has been resolved. When I asked what the issue was they said I was charged the late fee due to insufficient funds, which is untrue. I receive a message when a merchant attempts to deduct funds and there aren't enough funds to deduct and have not received any from them. I've also contacted the bank multiple times regarding this issue and it is always approved in my favor.

  Business Response

  Date: 11/07/2023

  Can you please tell me what your home club location is so I can look up the account? I have tried with the phone number you provided and I am not finding anything. 

• Initial Complaint

  Date:11/01/2023

  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 signed my minor child up for a gym membership at Planet Fitness. He had the membership no more then maybe 1 month and never went to the gym once. I realized they charged me for an annual fee and went there the same day to cancel the membership and ask for a refund for the annual fee charge and they told me no. They said if I would have cancelled 6 days prior to today I could have got a refund but now I can't. I explained I would think an annual fee would be taken out after someone used the gym for the year and they explained nope they can take it out anytime even if you only had the membership for a week. I feel like this wasn't explained to me very well by the staff who signed me up and I was never given any documents to read just told by the staff member and told to sign on an electric pad in front of me. I feel like they do this intentionally to take money from people who may think they want to try the gym out and never end up going. My sons plan was only fro $10 a month and like I said he only had it it for not even a month maybe and now I have to pay them $50 for an annual fee. I don't feel this is fair if I went in and explained he wasn't going to use it and canceled it the same day they charged the annual fee I feel like they could have been decent and seen he never went and gave me a refund but told me they were unable to help me. I feel like I paid them $50 for nothing and maybe to some people that's not a lot of money but to me it is.

  Business Response

  Date: 11/13/2023

  Below is the response I received from the RM of this location regarding this membership- "This was an online join with an electronic signature on the agreement. The annual fee was billed in accordance with the agreement, which would have been emailed to the minor and the financial co-signer with full transparency. The financial co-signer missed the cutoff, and these charges are justifiable. I've attached the agreement to this email for your reference." I have also attached a copy of the membership agreement. 

• Initial Complaint

  Date:10/06/2023

  Type:Service or Repair 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 called to cancel my membership because I have moved to Ocala, Florida. They told me I could come in & cancel, but I again told them I am no longer local. The employee gave me an email address and specific details to provide. I did so twice, after getting a “canned” email asking for the same info I had just sent as directed. This email was ********************************.
  Again, Ingot the canned letter. I resent the info. Next day, I got a one line “How can I help you?” from *********************** I resent all the info. Nothing has happened. This was 10-4 and 10-5. I went through this exact same process last February without ever hearing back, and I got frustrated and gave up. I’ve had it. I have heard this story from many people now. Planet Fitness advertises “no commitment, cancel anytime”. They are ripping me off at this point, and I never ONCE used their gym.

  Business Response

  Date: 10/09/2023

  It looks like your membership was cancelled today at 9:21am, I have attached your cancellation document.  

  Customer Answer

  Date: 10/09/2023

  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:10/05/2023

  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 canceled my membership because of being double charged one through planet fitness and the other with active fit . I was supposed to be reimbursed for the membership of 24.99 but was never reimbursed, So I decided to cancel. When I cancelled it was on 10/02/2023 the day that they were pulling out the yearly membership fee which I wasn’t aware that I owed anything being in my signed cancellation form stated no money was owed, The gentleman at the counter also stated that being I cancelled it was good timing because I wouldn’t be charged anything further. After the funds were pulled out of my account I called to speak with the manager. He wasn’t available and Left me a VM on 10/04 . I returned the call the next day on 10/05 he stated that he wasn’t going to reimburse me because it was too late. It’s been nothing but a hassle and very bad business.

  Business Response

  Date: 10/09/2023

  Hi! Since you cancelled on the 2nd of the month, and the annual fee came out on the 1st, there is nothing they can do about the charge. I have also attached your membership agreement that states when you would need to cancel by to avoid that charge. 

• Initial Complaint

  Date:09/06/2023

  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 was overcharged for a membership where I had signed up during an event where there was 0$ down and I was charged the down payment and for the membership where they claim that I had signed up for the classic then upgraded 3 minutes later even though I know I did not because the payment they labeled was 18$ when I purchased it

  Business Response

  Date: 09/13/2023

  From speaking with the manager of the location you signed up at, they you signed up for a classic membership ($10 a month), and later that day you upgraded to the black card membership, and when you upgrade you are subject to a buyout fee since it was an upgrade. The manager was lenient enough to waive your buyout fee to counter the start up fee, but since you did not let the staff know that your accidentally upgrade until months later, a refund of the start up fee was not an option.