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Business Profile

Fitness Center

Planet Fitness (Regional)

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fitness Center.

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:08/14/2023

      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 had canceled my membership in person over a year ago . Upon checking back statements today , in account i don’t use rarely i see $23 a month has been coming out . I contacted the club and was told i “never canceled” but yet haven’t even been in person since may 2022. I wouldn’t be paying for a service month after month for something i wasn’t using nor receiving . I was told they can’t even refund my August payment but would be given a “ courtesy” credit if i ever return for 1 month. Not only is this bad business but feels like they are taking beyond complete advantage of a consumer whom had canceled back in 2022. Im sure I’m not the only person this has happened too .

      Business Response

      Date: 08/14/2023

      It does look like your account was cancelled today. Unfortunately, since there was no previous cancellation document on file, the club is unable to refund you. I have attached your cancellation document from today.

      Customer Answer

      Date: 08/15/2023

      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 physically went into the location last May 2022 and also followed up with a phone call the same thing they did yesterday. The district manager isn’t accepting a major mistake on their end . 


      Regards,

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


    • Initial Complaint

      Date:08/11/2023

      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 bought their membership in 7/29/2021. I am paying monthly $22.99. But I don’t use their services anymore. I wanted to cancel the service but they won’t allow me to cancel it without any penalty.

      Business Response

      Date: 09/13/2023

      It looks like your membership was cancelled on 8/15/23, and they did not charge you anything to cancel. You will not see anymore charges on your account

    • Initial Complaint

      Date:08/01/2023

      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 would like for my membership to be canceled, and I would like for them to stop charging my credit card. But they said they would not stop charging me or my credit card even though, I know longer want to be a member. I asked can you please stop my membership, and mail me a final bill. Planet Fitness stated that they could not do that. I need them to stop my membership and mail me a final bill so I can pay it, and be done with them,

      Business Response

      Date: 08/03/2023

      Your membership has been cancelled you will not see anymore charges. 

    • Initial Complaint

      Date:07/03/2023

      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.
      my grilfriend got a membership from planet fitness wich we canceled aprox 3 months later. Planet fitness has benn charging my bank card for the monthly membership fees for over a year and i and my girlfriend has called several times to cancel the membership. was told we had to come in and do it in writing. last phone call i had with them about this they still havnt canceled the membership I explicitly told them that i DO NOT give them permission to charge my bank card wich ive told them several times before but still are taking the monthly membership fees and have been for almost a year now. I just want them to stop charging mefor a membership we dont want or use when we have told thyem to cancel ot and have also told them that they didnt have my permission to charge my bank card

      Business Response

      Date: 07/05/2023

      Hi ******,Without any of your girlfriends information, I am unable to look up the account. Can you please give me her first and last name, phone number, and date of birth?  Thanks!  

      Customer Answer

      Date: 07/05/2023

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 

       Hello thank you for the quick response back my girlfriends name is ********* ***** ** ******* ** *********** ** ***** *** **** ** ***** ** ********* *** ******* ******  ** *** **** ** ********** *** ************* If you need anymore info about my complaint please contact me                                   Regards,

      ****** *****

      Business Response

      Date: 07/10/2023

      My assistant regional, *****, has called and emailed you looking to get more information so he can further look into this. Please get back at your earliest convenience, thank you!  

    • Initial Complaint

      Date:06/18/2023

      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 was a member at the planet fitness on Horatio Street Utica, ny. Before covid. After they started charging me and I had to cancel my membership years ago. Now this year they started charging my account since February. I never wanted or asked to be reactivated and start getting charged again. This has resulted in causing overdrafts on my bank account as well. I have tried emailing multiple times and gone in person multiple times. The billing company tells me I have to resolve it on location and the location tells me I have to resove it with the billing company. I was told at the front desk they would let the owner know and would be contacted, but have not herd anything in three weeks. I am considering legal action but do not want to resort to that yet.

      Business Response

      Date: 06/20/2023

      I am only finding one account under your name and phone number, and it shows that nothing has been taken out since 2019. I have attached the document for you. Do you know if you are paying for anyone else account? 

      Customer Answer

      Date: 06/22/2023

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
      My phone # is ********** I have never paid for anyone's membership besides my own before covid. This billing needs to stop as I just got billed again on the 20th bank account #****** with gpo. This has caused more than one overdraft and is really crippling me as i have a very tight budget. I need this refunded. And as I have not been there to work out since covid and canceled my membership previously i do not see that I should be paying anything. 

      Regards,

      **** *****
       

      Business Response

      Date: 07/10/2023

      The account has been cancelled out and you will not see any more charges. I have attached a picture of the cancellation document. There was no previous cancellation document on file. 

    • Initial Complaint

      Date:05/22/2023

      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 have called and called to cancel my membership. I've made atleast 22 calls in the course of 3 years. I keep telling them I do not want this membership anymore. They told me I have to come into the watertown ny gym to cancel it. I live 4 hours away. I keep repeating that.
      In the past 3 years you've charged me and taken out of my account ending in 3788 $770.00.
      I have not used the gym, I have lupus and I'm petrified of getting sick.
      I'm telling you this time..if my account isn't canceled and money returned in 5 business days...im going to put this all over social media.
      I'm over it. ******** ***** *** ******** ***** ** ** *****.
      I will say your website says I owe $181. That is so untrue. I have the bank statements from where your taking it every month. If you need me to screen shot and send I most certainly will!

      Business Response

      Date: 05/23/2023

      I have contacted the regional manager regarding this complaint and he said he has reached out and spoke to you directly over the phone and you are not eligible for a refund based on the nature of the complaint, but they did waive the balance so you do not owe any money anymore. 

      Customer Answer

      Date: 05/24/2023

      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 was never told at anytime after call8ng and calling to cancel, all they needed was a registered letter! I was told, I had to come to the watertown PF. I live in Saratoga Springs and I told them that over and over



      Regards,



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

    • Initial Complaint

      Date:04/18/2023

      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.
      Date April 17th
      I called to cancel my membership I saw they took my monthly membership fees today which is supposed to come out on the 19th I said I want my money refunded they said I wont get one I have been paying for a year and maybe going once or twice a month , so I have cancelled I just have to go in and sign. I want my money refunded

      Business Response

      Date: 05/11/2023

      The monthly membership dues come out on the 17th, and in the contract you signed it states you need to come in on or before the 10th of the month to cancel your membership in order to not get billed. I have attached a copy of your membership agreement stating that. I have also attached your invoice history that shows the monthly payments have always come out on the 17th of the month. 

    • Initial Complaint

      Date:03/29/2023

      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.
      Have had a membership for years that I have not used. Have attempted in several ways to TERMINATE THE ACCOUNT. They continue to take a large amount of money from me, including yearly fees when I have clearly been inactive for years. When I try to CANCEL inside of the store they day I have to pay them $65 for a fee that didn't go through when I deactivated my card to end the forced theft of my money by this company. If they look at my account they will see that they have stolen thousands of dollars from me despite me never stepping foot in any of their locations for 4 years. They are strong arming me for a last $65 payment after stealing thousands from me for years. I want to be canceled by them and the stolen money returned and they're lucky they don't have a massive lawsuit on their hands for shady business practices, which I will also be looking into. Enough is enough.

      Business Response

      Date: 03/31/2023

      I will have the regional manager of the Camillus location reach out to you regarding your membership issues

    • Initial Complaint

      Date:03/20/2023

      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.
      Signed up for black card to get halo view within the amount of time the promotion was going on and have not receive code for a free ****** view

      Business Response

      Date: 03/31/2023

      Please reach out to your home location and they will be able to help you with this issue.

    • Initial Complaint

      Date:02/13/2023

      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 canceled my gym membership in person online And contacted both Loudonville and Latham.
      I physically went into the building to cancel this membership.
      I told my bank to no longer take transactions.
      I have multiple number of times called both buildings and both times was told everything was fine and everything was canceled.
      I'm now being told it can't be canceled because I owe money I have contacted the police I am going in tomorrow with the police to make a full report.
      I have instructed them not to touch my account any further and to cancel all of my accounts they've been told multiple number of times and had multiple opportunities for me to sign anything they needed when I physically entered the building.
      The lady at the Latham circle purposely did not submit the transaction for me to cancel the membership.
      She also laughed at me when I called back confused as to why it hadn't been canceled yet.
      I've been recording my transactions my phone calls and my emails with these people.
      They're continuing to have my membership and acting like I didn't cancel it.
      Please see to it that there is something that can be done about this I have also my banker as proof I physically went into the planet fitness to cancel my membership.
      I was told multiple number of times the membership had been canceled as they continued to charge me fees and outrageous numbers.
      I'll include my police report tomorrow.

      Business Response

      Date: 02/23/2023

      It does look like your membership was cancelled on 1/27 and I have attached the cancellation document. 

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

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