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 has 39 locations, listed below.

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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:02/28/2025

  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.

  November 1st I walked in to cancel my membership and dispute the annual charge. I had just been released from the hospital that day and have been dealing with severe personal and health problems. I was informed their system was down and that my membership would be canceled the following day with a confirmation email. No such email was ever sent and I'm continuing to hear from Planet Fitness about my missed payment.

  Customer Answer

  Date: 03/24/2025

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

• Initial Complaint

  Date:02/18/2025

  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.

  The problem at this gym is that none of the lockers work. They are all broken. If theyre not broken, you cannot put a combination *** key lock on them so you cannot secure your personal items. I spoke to the representative in the front desk and he said we had to out to corp***te corp***te makes it impossible for you to get in contact with them as they have no phone number. Ive been a member of this gym for more than five years and I pay my dues and never have a problem never been latepaying there are many members at this gym that pay their money to come and use their gym. I have health problems and thats why I this gym. They are making impossible for me to use this gym if I cannot store my personal items.

• Initial Complaint

  Date:02/03/2025

  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 canceled my membership due to medical issue. They sent cancellation notice. The following day they took out for my annual membership.

• Initial Complaint

  Date:01/02/2025

  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.

  After 1 month of being a member I want to cancel my membership. My experience was sub par as most days I was unable to complete my workout. (It appeared that the majority of members are waiting to utilize the same machines.) Ive contacted both corporate &nd the home gym &nd was told that I HAD to show up in person to the location where Ive had the bad experience or write a physical letter (& pay for postage) to end my subscription or they WILL continue to charge me. I was charged $51 the fist of January, $30 last week &nd $21 a week prior for services I dont want or use.This violates 16 CFR Part 425: Negative Option Rule pertaining to providing a click to cancel unsubscribing option.

  Customer Answer

  Date: 01/26/2025

  At this time, Im still attempted to be charged daily by Planet Fitness, per my complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

   My membership is still not cancelled.

   

   

   

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

  Sincerely,

  ****** ****

  Customer Answer

  Date: 02/18/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Planet Fitness regarding complaint ID ********. Instead I was charged in the middle of the night. Im disappointed better business bureau couldnt do anything to stop these harassing charges. This has been an ongoing nightmare of a dispute where it seems Im getting automated responses rather than actual resolution. I feel violated.
  
  Sincerely,
  
  ****** ****
  

• Initial Complaint

  Date:12/19/2024

  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.

  since June 2024 I have paid late fees. The employees have apologized stated error however they continue to charge an incorrect billing card. although I have updated and paid all bills - they continue to charge a false card - then charge the correct card with an additional fee 20$ {late fee} I have paid over 100$ in late fees - my bank informs me I have never been billed 14.99$- I would just like to be billed correctly- love the gym and all employees

• Initial Complaint

  Date:11/19/2024

  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.

  I was charged a late fee on Aug,22 2024 of $20 due to a closed bank account and no backup payment. I had contacted my local planet fitness and spoke to the manager about waiving the fee. They agreed and said they had requested for it. Over the next month, I had to contact multiple more times because I did not receive the refund. On Oct, 17 2024 I was charged another late fee for no reason on a new card. After all this, I contacted the planet fitness fresh ******* manager once again to address this issue on Oct, 30 2024. She put in the requests for the refund of $40 and said it would take about a week to refund to my card. It has now been almost three weeks and I have yet received the refund of $40. I am requesting for this refund asap.

  Customer Answer

  Date: 12/14/2024

  At this time, I have been contacted directly by Planet Fitness regarding complaint ID ********, however my complaint has NOT been resolved because:

  They had sent me a check for the amount of $40 but is still trying to charge that money on my membership account with them which I have already cancelled. I will need them to stop that payment in order for this to be resolved.

   

   

   

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

  Sincerely,

  ***** **

  Customer Answer

  Date: 01/07/2025

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

• Initial Complaint

  Date:11/04/2024

  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 went in to sign up for membership. They declined me saying my card didnt go through. Next thing I know Im getting charged ***** on September 17th. I went into discuss with the manager a couple of times and was told the manager was not and told I would have to come back. I work two jobs and I cant keep coming in. They would not offer a manager call back. I called to cancel the memsbsrship that I dont have and they could not find my name. So I can cancel and I keep getting billed. Again billed on October 17 $ ***** and again $51.21 on November 1st. I think the employee scammed me and set up service for someone else and is billing me for it. I need my money back and for the billing to stop.

• Initial Complaint

  Date:10/07/2024

  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 have been suddenly charged for a membership of this ******** location and asked to pay these charges even though I havent stepped foot in this location since 2013 and cancelled my membership in person back in 2013. Its been over 10 years and now Im asked to pay for a membership and bill that I never reinstated. I cancelled my membership and I owe nothing. Remove all charges and stop contacting me. I am not part of this gym and I do not owe anything and I do not even live in ******** anymore.

• Initial Complaint

  Date:09/16/2024

  Type:Order 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 am filing a complaint against the Planet Fitness location on 27th Street in ********, **, due to the unfair denial of my cancellation request for a month-to-month membership and rude treatment. On [insert date], I visited the gym to cancel my membership in person. Employees Dane and *** ******* informed me that I could not cancel in person and would need to pay for the current month to process the cancellation. They treated me rudely and unfairly, stating that my cancellation could not be processed that day and that I would need to continue paying to cancel in person.Prior to this visit, I had contacted the business and was instructed to come in person to cancel. I was not informed that cancellations could not be processed on a Sunday or that payment would be required to process an in-person cancellation. This denial and lack of clear communication and the rude, unfair treatment has caused significant inconvenience.Desired Resolution:Immediate Cancellation: Process my cancellation immediately without additional charges for the current month.Recoupment for Prior Months: I request reimbursement for prior months due to the mistreatment and inconvenience caused by the mishandling of my cancellation process.Clarification on Procedures: Provide clear information on the proper cancellation procedures to prevent future issues.Thank you for your attention to this matter.

  Customer Answer

  Date: 10/10/2024

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Planet Fitness has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  *** *****

• Initial Complaint

  Date:08/23/2024

  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.

  Planet Fitness Rockaway Avenue ******** has been double billing me since March. My membership fees have been deducted from my account as usual, but they have also charged the membership fees and additional late fees onto my credit card.I have gone to the location and talked to the manager ***************************** in person 4 times about this. I show him my bank statements with the monthly membership payments, and the credit card statements with the additional payments. He always promises to talk to his boss, resolve it and call me the next day but does not call me. I have called the regional manager ********************* ************ several times but she will not answer the phone or return my phone calls. I have spoken to Planet Fitness' billing department. Several times. Finally, they told me my membership payments are going to a different gym account but that I cannot take my bank information off of this other account because it's not in my name! Obviously it's not in my name; it's not my account. This is clearly fraud and yet every employee I have spoken to claims that it is not in their power to resolve it.Besides my actual monthly membership dues which are automatically paid from my bank account, they have charged my Mastercard an additional $223.60 since March. I can call my credit card company and have these charges removed, however, Planet Fitness will not fix the fact that my payments are going to a different account, even if I close my account they will continue to bill me for this other account. I am getting collections calls from their billing department. Even if I stop payment on my credit card, they will continue to try to collect the past due balance they claim I owe them. Help, this is awful.

  Customer Answer

  Date: 09/20/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Planet Fitness regarding complaint ID ********.  Additionally, although I cancelled my gym membership in person on 8/31/24, they have again charged my bank account a membership fee this month on 9/17/24.    Attached written notice of my cancellation, as well as a screenshot of my bank account showing the fee withdraw on 9/17.  
  
  Sincerely,
  
  ***********************