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

• 

  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:02/02/2023

  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 began my gym membership at planet fitness in October of 2022 and wanted to cancel my membership a month after but planet fitness requires people to come in person to cancel their membership which I was unable to do as I Don’t have a car and am a college student who relocated and moved a decent distance away from the gym, I am requesting that the balance be dropped as I have no used the gym since the beginning of November, I also wish for planet fitness to allow users to cancel their membership and pay the cancellation fee online.

  Business Response

  Date: 02/02/2023

  Planet Fitness does allow you to cancel your membership with a certified letter sent in the mail, if you would like to cancel you can send that and they will cancel it as soon as they get it. Unfortantely, Planet Fitness does not allow anyone to cancel their membership online or through the app, we are sorry for any inconvenience this may have caused you. 

  Customer Answer

  Date: 02/03/2023

  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.
  Forcing people to come in to cancel a membership is wrong, it is a contract but it is cancellable after paying a 58 dollar cancellation fee which I am fine with however, I will not be paying for months that I did not go in and the late fees associated which accounts for most of my bill and I need it to stop being taken out of my account as it may overdraft it, planet fitness needs to allow customer support to cancel memberships over the phone this is Ludacris. If I have to send in a letter I will but if I have to pay anything but the 58 cancellation fee I will be pursuing further action, I did not use the gym during these months and don’t drive so I assumed sending planet fitness an email would cancel it but I find out later there is only an option of cancelling it by going in or mailing a letter both of which can be a huge inconvenience. 
  Regards,
  
  
  ****** ******
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:01/26/2023

  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.

  I have asked three plus times via the app to have my membership cancelled. I have never been to the location to workout or officially start my membership. My agreement number is *****. No one returns my messages. I would like to be reimbursed 13 months worth of dues, as that is when I asked my membership to be cancelled.

  Business Response

  Date: 02/02/2023

  To cancel your account you will need to go into your home club or send a certified letter in the mail, unfortunately we can not do any cancellations online or through the app. 

• Initial Complaint

  Date:01/23/2023

  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.

  I signed up with Planet Fitness, but have never been to a location. I have asked numerous times for them to cancel my membership (via email), but they continue to keep taking my money. I would like my account cancelled and my membership dues reimbursed to me.

  Business Response

  Date: 01/24/2023

  Unfortunately you can not cancel your membership through email. To cancel your membership you would either have to go into your home location or send a certified letter via mail.

• Initial Complaint

  Date:01/17/2023

  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.

  Cancelled my membership at my home gym in person. Signed the document electronically and was told by the employer that no other fees will be charged. I wasn’t given any documentation. I cancelled the last week in December. I have been charged today. I called and was told no evidence of me canceling is in the computer and they would not cancel my membership or refund me.

  Business Response

  Date: 02/02/2023

  It does look like they did cancel your membership on 1/17 and I have attached the cancel document for you. 

  Customer Answer

  Date: 02/02/2023

  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:12/29/2022

  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.

  The facility had people trimming hair and beards in places not even over sinks in men’s locker. This is unsanitary of course. I called corporate who handed me off to someone that told me they would refund me and cancel my membership. Not only was I not refused but this past week was charged another $23 which is just unacceptable. $23 I was told to be refunded and this current $23 charge that should have never happened and I also requested the annual fee that they recently through on top for $39. A lot of time wasted here to get this right and was told something that was not followed up. I just want this right and has been a lot of wasted time. And I shouldn’t have to worry about others hair being trimmed and getting on my shoes or clothes. Pretty gross.

  Business Response

  Date: 01/24/2023

  Your membership has been cancelled and you will be getting a refund of $46.18 for the monthly payments for 12/17 and 1/17. 

• Initial Complaint

  Date:12/19/2022

  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 spoke with a planet fitness rep almost 2 months ago requesting my account be cancelled. They informed me I could only do that in person. I informed them I am out on disability after being hurt at work and do not want my membership anymore. Was told my membership would need me in person to sign to which I was unable to do and was told I would be called back for a solution. I never received a call back stating they didn't figure it out. I have not been to the gym, and records will indicate, in almost 2 months and since my attempt to cancel. They have since ran a $40 unauthorized charge to my back account as well as a $50. These are in a sense checks to which I do not agree and did not authorize considering I called explained cancelled and was never informed otherwise until it's time to take my money. There is no way the government and the judicial system can function via online for all legal processes yet planet fitness trys to cheat people out of money by requiring an in person cancellation. I want my $90 refunded to my bank account immediately. [email protected] is my account. And please do not ever touch my bank account again as I am not a member anymore and made that clear almost 2 months ago. I will escalate until I am given my money back and I want it immediately this is Christmas and that was for my son's presents. This is disgusting practice on all levels.

  Business Response

  Date: 12/29/2022

  I am sorry you have not been able to cancel your membership, I will get this cancelled out for you. Unfortunately since there is no cancellation or freeze document on file we can not refund the money.

  Customer Answer

  Date: 01/04/2023

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

• Initial Complaint

  Date:12/09/2022

  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 11/26/22 I cancelled my membership I’ve had since 2015. I went in person. And was paid in full through 12/17/22. I received a copy of cancellation. On 12/07/22 I went again in person to confirm it was cancelled and to initiate a new membership that is paid directly through my health insurance. I was told since the manager who did the cancelled on 11/26/22 “post dated” it for 12/16/22 I would be charged for another month on 12/17/22 the membership to be paid directly through my health ins through active & fit, was somehow not done correctly and was set to charge an additional $13.05 a month.

  Business Response

  Date: 12/29/2022

  Hello,Looking at the cancellation document it shows that your membership was cancelled on 11/23/22, the last billing date was 11/17/22, and that you had access till 12/16/22. I have attached your invoices that show you do not owe anything in January and nothing will come out. 

• Initial Complaint

  Date:11/02/2022

  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 cancelled gym membership and then they charged my bank account 39.00 “annual fee”. No notice. No email. Just STOLE my money AFTER canceling the membership. I want a REfUND

  Business Response

  Date: 11/03/2022

  I am sorry to hear you are unhappy with our billing procedure. It does show that your $39 annual fee came out on 11/1 and you cancelled your membership on 11/1. I have attached both your invoice history and your cancellation document to show that. Unfortunately since you did cancel after the annual fee already came out, you can not be refunded. I also attached a copy of your agreement that states when your $39 annual fee gets taken out every year. 

• Initial Complaint

  Date:10/20/2022

  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.

  After months of requesting to cancel my membership. (I came across town 4 different times). I was told I would get a refund from previous months paid (even though I haven't utilized the membership since before March of 2022). After coming here a 4th time they stated I wouldn't get a refund and they could just cancel it. They told me lies for moths and every month I was having to pay for a gym membership I wasn't using and I was told I'd get a refund from.

  Business Response

  Date: 11/01/2022

  I am sorry for the inconvenience, it does look like your membership was cancelled on 10/19/2022 and you will not be seeing any further charges. Since it was not cancelled until that date, that means the membership was still active so we are unable to refund the account. Again, we are sorry for any inconvenience this may have caused. 

• Initial Complaint

  Date:10/19/2022

  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 charged by this business $23+ every month since february of 2020 according to my bank records. i have really used this account as it is joint wit hmy ex so really was not paying aTTENTION SO now that we have moved our $ to different bank i'm noticing charges. i called bank a stop payment has been placed after i had to take time off work for this while at bank i was advised that i needed to call this business so i did i called the office at ************ a young lady answered i have her the rundown she advised me she shows account under my name BUT I HAVE NEVER BEEN THERE in person, i asked her what can be done as i DID NOT NOR DO I EVER ATTEND THIS PLACE she stated her bos was at a different location and he will call me end of day i waited no call so i called today spoke to a guy who identified him self as assistant manager I AGAIN EXPLAINED my issue he also advised me that he shows account since 2020 but I never attended he stated his regionsl manager is there and to hold on to see what HE WANTS TO DO after 5 min on hold he came back and stated without bank statements they cant talk to me i told him i can fax or email it as im at work from 7-7 5 days a week and i cant just go in for a coffee break as they want me too he said even after i provide all statements from bank they WILL NOT PAY ME MY $ BACK AS THEY ARE AND I QUOTE A BUSINESS NOT A CHARITY. I told the man i was calling BBB he stated not his problem to stop buying something i cant afford.... ammmmm i did not want it didn't buy it and i need my $ back he then hung up on he

  Business Response

  Date: 11/01/2022

  I have attached a copy of your agreement that shows on 1/17/2020 you signed up for a gym membership via the website. Regardless if you have checked into the gym or not, your membership is still active. To cancel you would have to go into your home club (which is the Utica location) or you will have to send a certified letter. If you have a balance, that may hinder the cancellation process.