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Business Profile

Health Club

Planet Fitness

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Health Club.

Complaints

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

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    Customer Complaints Summary

    • 68 total complaints in the last 3 years.
    • 29 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/24/2024

      Type:Billing Issues
      Status:
      Unanswered
      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 PF membership a while ago and for some reason still received a charge on my card for the fee. I called AGAIN and said hey why are you guys still charging my card, I cancelled my membership. I got no response and they charged my card for $84.03 AGAIN. Hello??? Can I get my money back?? I cancelled my membership what more do you want from me???

      Customer Answer

      Date: 08/18/2024

      Better Business Bureau:

      At this time, I have not been contacted by Planet Fitness regarding complaint ID ********.

      Sincerely,

      **** *****

    • Initial Complaint

      Date:05/01/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      This business has been overcharging me for a monthly membership, at 41 dollars a month. I went to this location I hold the membership with and they refused to correct this issue until I give them access to my checking account. They already have access to it, as they keep charging late fees even though they have access to charge my account. My account on the app shows no issue, but I keep getting more money charged than what I should. Previously I was called for the same issue, and was told that is was resolved and that I should have nothing to worry about. Now they tell me that I owe them this money and that my account was never set up properly.

    • Initial Complaint

      Date:03/04/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 has illegally charged my account on multiple occasions and refused to give me membership termination paperwork. I want my money back immediately and the horrible staff to be reprimanded from corporate.

    • Initial Complaint

      Date:01/29/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Last week Monday January 15, **** I visited planet fitness to reactivate my membership when it was brought to my attention my membership from 2021 was never cancelled and I was billed an estimate $700 since December 2021 for a service I canceled. Its horrible and disgusting customer service and business practice. In 2021 I signed up for gym membership, soon after I had to cancel the subscription due to a back injury. I called in December of 2021 and was told my subscription would be suspended with no penalty. Unknown to me the representative never canceled or suspended my membership. I never received any notification or communication concerning the account. To my knowledge the cancelation was processed.Last week Monday January 15, **** it was brought to my attention my membership from 2021 was never cancelled and I was billed an estimate $625 since December 2021 for a service I canceled.

      Customer Answer

      Date: 02/22/2024

      Better Business Bureau:

      At this time, I have not been contacted by Planet Fitness regarding complaint ID ********.

      Sincerely,

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

    • Initial Complaint

      Date:01/10/2024

      Type:Product Issues
      Status:
      Unanswered
      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.
      Canceled my subscription and they still charged an annual fee.

      Business Response

      Date: 01/10/2024

      Good Morning-

      In response to complaint ********, this member seems to be from a location outside of our ownership group. Can we please allocate them to the correct group so they can be assisted? 

      Thank you!

      Customer Answer

      Date: 02/04/2024

      Better Business Bureau:

      At this time, I have not been contacted by Planet Fitness regarding complaint ID ********.

      Sincerely,

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

    • Initial Complaint

      Date:10/30/2023

      Type:Billing Issues
      Status:
      Unanswered
      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.
      Why is my card being charge 2-3 times every month? Refund my **** money!

      Business Response

      Date: 10/27/2023

      Good Afternoon,

      It appears that this complaint is for a Planet Fitness outside of our ownership group. Please advise on how to get this case removed from our group. 

      Thank you,

      Customer Answer

      Date: 11/23/2023

      Better Business Bureau:

      At this time, I have not been contacted by Planet Fitness regarding complaint ID ********.

      Sincerely,

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

    • Initial Complaint

      Date:10/23/2023

      Type:Billing Issues
      Status:
      Unanswered
      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 PF membership and they are continuing charging me the last 2 months b/c they have my checking acct info. Its fraudulant.

    • Initial Complaint

      Date:09/18/2023

      Type:Billing Issues
      Status:
      Unanswered
      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 child was allowed to enter into a contract online for a black card membership with a recurring monthly charge of $27 she wasnt allowed to use the membership without me physically going into the gym to sign which I did not yet Im still being charged for the last 7 months in addition they want to charge $58 to cancel which is ludicrous

      Customer Answer

      Date: 10/12/2023

      Better Business Bureau:

      At this time, I have not been contacted by Planet Fitness regarding complaint ID ********.

      Sincerely,

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

    • Initial Complaint

      Date:08/25/2023

      Type:Product Issues
      Status:
      Unanswered
      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 Saturday April 15th, 2023, I was working out at the Planet Fitness Gym, in Carnesie, where I had a membership. On that day however I went to their front desk and someone claiming to be the manager was there. I verbally expressed my desire to cancel my membership. The manager said ** and went to this computer and started tapping away. I assumed he was canceling my membership. From May until now, August, I discovered by looking at my bank statements, that the gym membership of $24 and sometimes late fees was being taken out my account for **** June, July and August. I called to resolve and was told that they cannot issue a refund as the membership wasn't canceled by the persob who said they did it. They continue to refuse to help me.

      Customer Answer

      Date: 09/21/2023

      Better Business Bureau:

      At this time, I have not been contacted by Planet Fitness regarding complaint ID ********.

      Sincerely,

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

    • Initial Complaint

      Date:08/07/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 in person in November of 2022. The male working the counter was great, took time to process cancellation. Told me I was still a member until a date later in the month due to already being billed. I asked him for a receipt of cancellation he said they dont do that but dont worry. I left. My wife handles my checking account. Unbeknownst to me they have been charging me since that time. Last month, when talking about possibly rejoining a gym my wife informed me we have been being charged all along. I checked the account and she was correct. (***** a month). I immediately on July 21st called the gym spoke to a female manager *** who took my information and told me she would call me back. She never has. I called back on July 25th spoke to ****** who finally processed my cancellation and gave me the club managers email address. I emailed her twice with not reply. I called *** back on July 31st and she promised to call me back after speaking with the Manager and I have not heard anything. I called back yesterday spoke to ***** who provided me with *******'s cell phone number. I left message and still no reply. Today I called back and spoke to ***** again who called ******* and then tolkd me there is nothing that can be done.

    Planet Fitness is NOT a BBB Accredited Business.

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