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:09/23/2022

  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 am 17. I requested on about 6/10 for my account to be put on hold for the summer as I was working at an out of state camp. They said they would and didn't. I didn't know it was still charging until I returned from camp in August, then found it charged all summer. I went in again and explained I had already put it on hold. It has now charged again. They have supposedly shut my account off but will not return my money beyond two months, which I haven't seen yet.

  Business Response

  Date: 09/30/2022

  To whom it may concern,  The member can utilize any location with a Black Card membership. Currently the member has a home club membership with the Greece location through ****** ********. If the member would like to access this location with a guest he would need to upgrade his plan. 

• Initial Complaint

  Date:09/07/2022

  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 sent a letter in to planet fitness after having emergency surgery and being unable to go in to the location to cancel. I also sent my mom in to confirm that a letter would suffice for cancellation and they confirmed at the Amsterdam location that it would. I have just learned that I have been charged monthly since i cancelled and my membership was not cancelled. I have proof of the surgery that I had already sent with the letter requesting cancellation. If you review records you will find that I haven’t been since 2019. I see through other complaints that many others who sent letters cancellations were not processed as well and my attorney says that should a refund not be provided we have grounds for a class action lawsuit. I have attached all charges as far as my bank goes back and again the surgery documents. I am looking for 600.13 which isn’t even the full amount I am owed, just what I can support

  Business Response

  Date: 09/07/2022

  Hello
  and thank you for your message. We would be happy to assist further. All Planet
  Fitness locations are individually owned and franchised, and my team can only
  view membership details from memberships within our franchise based in Austin,
  TX. Although we are not able to view your membership details, we were able to
  contact the Amsterdam, NY location and confirm your membership was with their franchise.
  We have notified their management team of your concerns and recommend following
  up with your home club location by calling ************ as they are able to see
  your membership details and will be able to assist further. Please let us know
  if you have any questions. Thank you!

  Customer Answer

  Date: 09/07/2022

  Complaint: ********
  
  I am rejecting this response because: there is no resolution 
  
  Regards,
  
  ******* ******

  Business Response

  Date: 09/20/2022

  We do not see any prior attempts to cancel the above-mentioned membership.  Planet Fitness memberships can be cancelled in person, via letter, or online.  We will take this correspondence as notice of cancellation, and we will cancel the membership effective immediately.  No further charges will occur on the account.  

  Customer Answer

  Date: 09/21/2022

  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.
  You have cancelled the membership finally but did not refund any of the funds you charged over the last years in error 
  
  Regards,
  
  ******* ******
  
  
  

• Initial Complaint

  Date:09/01/2022

  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 called I have written and I can not get this account canceled, the charge of $39 that just showed on my account needs to be reversed and the account canceled. PLEASE CANCEL THIS ACCOUNT FOR ABOUT THE 6TH TIME. PLEASE ONLY CORRESPOND IN WRITING VIA EMAIL.

  Customer Answer

  Date: 09/15/2022

  I have sent 3 letters now requesting to be canceled within that time frame the $39 charge went through, how convenient. THIS NEEDS CANCELED TODAY AND CREDIT FOR THE $39 AND THE LAST MONTH GIVEN BACK.

  Business Response

  Date: 09/20/2022

  Looking over the account, we have no record of cancellation.  Cancellation can be done in person, online, or via mail.  We will cancel the account immediately; no further charges will occur.
  
  

• Initial Complaint

  Date:08/31/2022

  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've been a member of Planet Fitness in Rome, NY for about 4 years. I currently live on the west coast (Bay Area for 10 years and now recently in Nevada). My parents currently live in Rome and I started the membership at a time when I was going there frequently to take care of my parents for health reasons. I subsequently don't go back. Planet Fitness in Rome requires the only way you can cancel your membership is in person. This feels unreasonable and potentially like it shouldn't be legal. They continue to charge me $20 a month while I haven't stepped foot in the gym in about 2 years. I don't even care about getting the money back, I just want the member ship cancelled and see if it's legal that they have this policy. Planet Fitness corporate won't help. They just say each gym has it's own policies.

  Business Response

  Date: 09/20/2022

  We have cancelled the account effective immediately, no further charges will occur to the account.   
  
  

  Customer Answer

  Date: 09/21/2022

  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:08/31/2022

  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.

  In June, 2022 I contacted the local Planet Fitness to say the membership would not be renewed in August. They said id have to come down to do that. I wanted to make sure to avoid their unfair cancellation fees and renewal fees so I asked what window of time to come in to do this in August to avoid both fees. I was specifically told August 30. Not before that and not after that date or i would fall into the the area of paying a renewal or a cancellation fee. I wrote down that date and 2 months later I came in on August 30 and to my surprise they told me id owe a $39 cancellation fee. They said they cant do anything about it and they said there was no one there I could speak to.

  Business Response

  Date: 09/20/2022

  After reviewing this consumers account it appears that the membership was utilized on multiple occasions in July/August of 2022.  The membership was cancelled on 9/8/2022, the cut off date to avoid the annual fee would have been 8/25.  No refund is warranted in this case.
  
  

  Customer Answer

  Date: 09/21/2022

  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:08/30/2022

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  In early 2022 I switched Health Insurance providers and my new coverage included a benefit which paid for my gym membership. The coverage cost an additional $29/month and allows the member to visit multiple gyms in the area including planet fitness. I made the location in Gates aware of my new insurance so I could cancel my old membership which I paid for out of pocket. The staff at the Gates location told me they were familiar with the new insurance and that I needed to start the membership at their Greece location. I was told I would then be allowed to use the Gates location as I previously did. I proceeded to terminate my membership at the Gates location, went over to the Greece location and set up the new membership. Shortly after the change I noticed a charge on my bank account from Planet Fitness for $55. This had never occurred in the past and the only monthly withdrawal from Planet Fitness was for $10/month. I brought the matter to the attention of the then manager (Daren) who informed me it was done in error and should be refunded. Over the next month Daren told me several times that the refund should be appearing shortly on my back account but it never did. To this day I have never received the refund and Daren was switched to a different location. About a month later as I attempted to enter Planet Fitness with my daughter I was denied access by the new General Manager Natalie. Natalie told me I am not allowed to use this location due to my membership being from the Greece location. At this point I had never stopped using the Gates location and was never stopped or apprehended by any other staff upon entering. I explained everything that transpired to Natalie and told her I did everything I was instructed to do, including going to the Greece location and switching the membership. Natalie was very unreasonable and dismissive of my concerns. Natalie was also very condescending and rude. I explained to Natalie that I switched everything as I

  Business Response

  Date: 10/04/2022

  To whom it may concern, The member can utilize any location with a Black Card membership. Currently the member has a home club membership with the Greece location through Silver Sneakers. If the member would like to access this location with a guest he would need to upgrade his plan.

  Customer Answer

  Date: 10/11/2022

  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.
  As I stated in my original complaint, I did what I was instructed to by the staff at the Gates planet fitness. I was instructed to terminate my membership at the Gates location, start the new membership under the new insurance at the Greece location and I would be able to use the Gates location or any location. If I was misinformed it should not be incumbent on me to fix it. The staff cannot simply give misinformation and send the customer to fix it. I should not have to repeat the process again. The response from the business is a clear indication of their lack of accountability. Please see the attached document from 3/18/22, the date that I went and made the changes from Gates to Greece. 
  
  Regards,
  
  ***** *******
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 10/28/2022

  To whom it may concern,
  We would like to apologize for the misunderstanding. If the member would like access to all locations, he would need to upgrade his membership. This can be done in parts on or online. At this time, it would be $5 per visit to utilize the Gates NY location.  

  Thank you

• Initial Complaint

  Date:08/30/2022

  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.

  The issue that my wife and I are having is paying for a membership and not getting everything as we should. 2 months ago my wife upgraded to a PF blackcard which includes a number of benefits over the regular memebership. Since then our planet fitness has undergone a remodel. So it started with no tanning or massage chair and now there's no showers, lockers, or televisions working. I understand it's all being remodeled but how can you charge full price for a memebership and then not receive those items. There was no disclosure of this when my wife upgraded and not to have even basic items like a locker is just obsurd. How can Planet Fitness legally charge for things and not offer any kind of compensation when these things aren't available. I liked to workout in the morning, take a shower and then go to work. Now the employess are saying the showers won't be working for probably another month. But Planet fitness is still charging full price for a very limited service and Planet fitness knew of the remodel when they were offering the upgrade to black card at no extra cost. How do I know that? Construction started a week later. This is bait and switch by definition. Not only that, but the facilty is often covered in sheetrock dust which I can't imagine that being safe for us to be breathing in. I will report that to the department of health as well. I tried to communicate my concerns with the employess but they never have an answer and just blow me off. I tried to be patient but everyday something new is being taken away with no regards to the clientell. But planet fitness keeps those charges coming. I would like 2 months of fees for my wife and I refunded for dealing with not having facilities as agreed upon when we made our contract. That would be 24.99 x 2 and 10 x 2 for a total of 69.98. If you need pictures of the condition of the facilities, I would be more than happy to provide more. In the picture I sent you can clearly see sheetrock dust all over everything

  Business Response

  Date: 09/20/2022

  We sincerely apologize for any inconvenience during our remodel.  We have offered all membership types reciprocal access of our local facilities, regardless of the customers membership type.  Any customers who felt they would not utilize the club during the remodel, we offered to freeze their membership.  It appears that both memberships have been utilized frequently throughout the remodel.  We have applied a $45 credit towards Mrs. *** account for the limited Black Card services.  

• Initial Complaint

  Date:07/22/2022

  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.

  An account with Planet Fitness was fraudulently opened in my name I have attempted several times over the past months since November to have this account closed I've called the club multiple times and told them I have never even visited a club and that this was to be closed it should not be in my name or have money being taken from my account. They advised me that there is nothing they can do and I will continue to be charged until past fees are taken care of on the account.

  Business Response

  Date: 08/11/2022

  To whom it may concern,
  Planet Fitness works closely with banks and we are more than happy to provide documentation in the event of a dispute. If the member is claiming that an account was created fraudulently we would recommend contacting the financial institution.