Complaints

This profile includes complaints for Planet Fitness's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Planet Fitness

  320 Yonkers Ave Yonkers, NY 10701-6411

• 

  Planet Fitness

  33 S Broadway White Plains, NY 10601-3550

• 

  Planet Fitness

  82 W 225th St Bronx, NY 10463-7002

• 

  Planet Fitness

  177 Dyckman St New York, NY 10040-1069

• 

  Planet Fitness

  3033 Steinway St Astoria, NY 11103-3801

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:05/27/2025

  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.

  In December, 2024, I joined this Planet Fitness gym at the Jamaica branch location listed above. The first month was fine and I attended workout sessions. Then, after February, I started getting charged an extra late fee because, apparently, my account details changed, although that was not the case. I reached out to the manager, *******, and explained this and she suggested I re-enter my information in the app so I did so, although the account information for my bank was the exact same. Next, in March, the situation happened again and I complained to her once more, being advised to check my information, which I did and was the SAME. After the situation happened yet again in April in which I was overcharged an unfair late fee, I started calling *************** at *************) to file a formal complaint and was given a reference case # of ********. These are the dates I made calls to check on the status of this case which I kept getting reassured would be "escalated": 4/23, 5/6, 5/12, and 5/20. Today, I was informed by a customer service *** on that line that the truth was nothing would be done. The ************** line handles cases which only get re-routed to the exact same branch and not higher. During this time, I also called several times to speak to the manager again, requesting a refund on all the monthly overcharged fees I started accumulating but she REFUSES to return any of my phone calls. I have refused to visit the gym since then so I have not even been utilizing the facility. That's when I decided to contact the Better Business Bureau. I am also p***ared to contact the CEO, go to the news or take up other legal matters to get my money back from all these months of unfair charges. I will also be canceling my membership hereon-out. Thank you so much for all of your assistance regarding this matter which has caused me unnecessary stress and headaches. I am also available for phone calls to discuss or clarify this matter further if needed

  Business Response

  Date: 06/16/2025

  Hello, 

  All charges are valid. Company previous waived two late fees-proof attached. Member cancelled membership.  

  Customer Answer

  Date: 06/24/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  I sincerely appreciate all of the efforts on behalf of the Better Business Bureau and in gathering all relevant documents.

  However, the matter in question was that I kept getting charged every month for a late fee, even though there was nothing wrong with my account and there was money in my account.

  I called to speak to the manager several times but often never got a call back to address this issue. I am only requesting that the late fees of $80.00 be credited to my original payment method.

  I understand if there was something wrong with my account but even after addressing it and checking to ensure that my billing info was correct, I CONTINUED to be unfairly billed a late fee, which they took out of account with no problem (how is it my regular monthly payments could not be taken out the first time from the same method they used to take the money out of my account?).

   

  So I reject the business' response because I have not been reimbursed all of my $80.00 late fees they unjustly took out of my account. That is the only way this issue can be closed.

   

  Thank you kindly!
  

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** *****
  
  
  
  
   
  

• Initial Complaint

  Date:05/16/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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 writing to formally file a complaint against Planet Fitness regarding unauthorized and unexpected charges to my bank account. I've tried to settle the issue with the company but they are difficult to contact. They have no customer service line and The managers are never at work.On 5/15/2025, Planet Fitness charged my account $20 without prior notice or authorization. I withdrew my contract with them. I did not have a committment so I did not need a buy out fee. I was also previously overdrated on 5/6/2025 on my *********** card. Planet Fitness states that they made multple attempt to charge my primary card but in reality they false switched to my secondary card to overcharge me. There was money on my account the days of being charge but they still refuse to give me my overdraft fee.The managers are hard to talk to. They never want to settle or give customer satisfaction. They are very rude and dissmissive. I had an arguement with the manager because he asked me if I was "hard of hearing". These charges were not in accordance with my membership agreement, and I was not informed of any upcoming deductions or changes to billing. As a result, my account was overdrawn. To resolve the issue, I would like to dispute the charges made to my account as well as remove my cards from their automatic system to prevent any further inconvenience I have spoken with cashapp customer service to dispute the charges. I would like to to hear from the company as to why I am being charged.

• Initial Complaint

  Date:05/07/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  When I signed up for the gym, I was shown three fees:$0 startup fee (promotional offer)$15.99 monthly fee $49 annual fee Total due at signup: $1 (for the remaining 2 days of the current month). After that, the $15.99 monthly fee would kick in.The misleading part is this: youre led to believe youre paying $1 now, then $15.99 monthly, and the $49 annual fee would be charged a year later.Instead, without clearly disclosing it, they charge the $49 annual fee just two months into the ************* plain English, annual fee means either at signup or when the year renews next year. When they dont charge it at signup, youre obviously gonna think its not coming until next year. But instead, they scam you by randomly hitting you with it two months inwithout clearly saying that anywhereso youre not aware of the extra charge.dates 03/13 signup $1.07 03/17 monthly $15.99 04/17 monthly $15.99 05/17 annual (scam) $52.25 i need the $52.25 back to my account, they can charge me the annual fee next year attached is a sample of how the signup page looks today (not my account, just to explain how the don't present the annual fee as being 2 months later)

  Customer Answer

  Date: 05/31/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Planet Fitness regarding complaint ID ********.
  
  Sincerely,
  
  ***** ********
  

• Initial Complaint

  Date:04/30/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 October 2024 I upgraded from Basic to the Black Card because I hired a trainer. He ended up not working out so in December I went in and asked to revert back to the basic plan. I was told by the young man at the desk, "I got you!." I went on about my business. Recently, I was reviewing my ******** account transactions and saw that for all of 2025 - I have been charged the $31.38 monthly fee for the Black Car. I went to ** to inquire. No one and I mean no one could help me. I went multiple times, was late for work a few times - to meet the manager, *****. ***** couldn't manage to revert my plan to Basic again. He said he was going to speak to his manager "*****" and that he would call me with more information. I went in again to see *****, he was not available. I went in again, this time to cancel my account. No one could manage to do it. So at this point it appears to be a scam, I can upgrade with no issue on my phone - but there no way out. I would like to be refunded the extra money that I was billed in 2025 and my account to be canceled after the refund.

  Customer Answer

  Date: 05/27/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Planet Fitness regarding complaint ID ********.
  
  Sincerely,
  
  **** *****
  

• Initial Complaint

  Date:04/29/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  2 years ago I called planet fitness to cancel my membership and the general manager told me he had taken care of it. Yet, til this day Im still being charged. Last week I was told the only way I can close my account is if I visit a physical location. Saturday I went to a physical location and was still denied the right to terminate my membership. They said I have to contact my home gym but the general manager from home guy sent me there. Now, the general manager refuses to take my calls at all. This morning I called twice cancel my membership yet again, and I was told by two different employees Hes not here, hes busy which is a contradictory statement. When inquiring further they informed me hes busy. One employee told me You can leave a message but he wont call you back. Ive also been denied the right to cancel via electronic correspondence, even though thats right is written in their contractual agreement. When calling HR the representative informed me I cant cancel via email and shes never heard about cancellation via email.

• Initial Complaint

  Date:04/09/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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 my membership to Planet fitness of **************** #***** on 06/14/2023. /My reason for cancellation was moving to another State. I paid a total due today ***** fee and the last bill date fee on 5/17/2023. I signed the membership cacellation form in person. They did not cancel my membership and continued to charge, last date of charge was 3/17/2025 at the fee of $*****. I noticed I was still being charged on 9/17/2023, called planet fitness of castle hill and they told me they did not have a record of my cancellation. I would need to go in person or to write a letter to cancel. Since I live out of state I could not drop in and have since written two letters.I was able to find my membership cancellation form and wrote them an email and attached the form. They cancelled my membership as of today 4/9/2025 but have not refunded the funds they have wrongfully charged since. Member Id number ********** Date of cancellation:6/17/2023 Cancellation Reason: Move Proof of Cancellation: attached.Proof of charge: bank ************************ Club number: ***** Location name and address of business: Planet fitness ************************************************************************************** Business Phone number: **************

• Initial Complaint

  Date:04/03/2025

  Type:Order Issues
  Status:

  UnansweredMore 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.

  Dear Better Business Bureau,I am writing to formally file a complaint against Planet Fitness regarding unfair late fees and their refusal to allow me to cancel my membership.I became a member of Planet Fitness in January 2024. Due to unexpected issues with my bank account, my membership payments were delayed for two months. When I discovered this, I immediately informed the staff and the manager, apologized for the issue, and requested to continue my membership by paying my regular duesbut not the late fees.The manager refused to waive both late fees and only offered to remove one. I expressed my disagreement, but my request was ignored. Because of this, I decided to cancel my membership, but they told me that I cannot cancel unless I pay the full amount, including the late fees.When I originally signed up, the agreement terms were not properly explained to me, and I did not have an option to reject policies I did not agree with. My primary goal was simply to enjoy the gym, not to be trapped by unclear and unfair fees.I believe Planet Fitness policy is unfair and deceptive, and I am requesting:1.Immediate cancellation of my membership without any additional charges.2.Removal of all late fees so I can either end my membership or continue without penalty.I kindly ask for your assistance in resolving this matter. I appreciate your time and look forward to your response.Sincerely****************

• Initial Complaint

  Date:03/18/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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 Gym canceled the account of my minor daughter a month and half after the payment of the yearly registration, without communicating me. When I talk to them, they said lack of payment and the account is on collection. I said in the contract you have direct access to my debit account through routing and also you have direct access to my credit card. The supervisor called ***** said,the only thing I know is the account is on collection.

• Initial Complaint

  Date:03/17/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Billing date is the 17th of each month. I spoke to ******** a desk representative in club and her manager refused to speak with me claiming "she left the building" after the representative at the club just said I spoke to my manager about your account. ********************** doesn't take it on the 17th due to President Week/Day. The company/franchises should not be charing customers a late fee for something out of the customer/member control. I want to be refunded the late fee.I called two customer service numbers: ****** at ABC ********************** (did not help) and ******* at Planet Fitness (gave me a case #********) This is absurd. If their systems takes payment a day late the customer should not be charged. I want the late fee for February removed.

• Initial Complaint

  Date:02/28/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Ive been trying to dispute some late charges made by Planet Fitness. They were charging me late fees, even though my payments were automatically being made. Due to the system, pulling the money later than it was supposed to, it was also charging me a late fee. I attempted to call one of the franchise locations and they stated they were unable to help me . The credit card was active and had enough money on it to be able to complete the payments and I was not told by any of the employees when I went to sign up that using a credit card as my payment method was an issue. As per the contract, the payments were supposed to be withdrawn on the 17th however they were being withdrawn on the 20th and later. This was not an error on my part, but rather an error on the system and I dont believe I should have paid those late fees and believe I should be getting those fees returned. This began in May, The membership is $26.16 and the late fees are about $21.17 . As you will see in the pictures provided they charged the $21.17 late fee separately and $46.16 rather than the agreed upon $26.16 fee for the membership. I do not mind the membership fee as I signed up for it and I would like to keep it. My issue is with the late fees especially when they would charge it multiple times for one month for multiple months. I contacted the location they stayed not being able to do anything as well as *** financial who to my understanding controls their payments. Both said they couldnt do anything for me. I am beyond frustrated because not only were they taking the regular membership fee out but also multiple late fees which I was not at fault for being that I signed up for auto pay and it was the system that was pulling the money late.