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

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  Planet Fitness

  177 Dyckman St New York, NY 10040-1069

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  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:02/21/2023

  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.

  Within the Planet Fitness app, there are several perks advertised and offered to club members who specifically pay a higher price for the Black Card. One of the perks is $.15 off per gallon of gas purchased from SHELL, once per week. Im a Black Card holder, and a SHELL rewards member. After trying for two weeks to get my SHELL code from my home club, I was told this location does not participate in that program. No where in any of the fine script does it say at Participating Locations. *** asked several times for PF management and the gyms owners for comment. Nothing. Purposely misleading.

• Initial Complaint

  Date:12/04/2022

  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 formerly a member of this planet fitness until October/November of this year. I had originally opened the account in November of 2021. Unbeknownst to me a second account was opened under my name in April/May of this year. I realized I was getting charged 2X, and reported it to the front desk. The front desk suggested that this was a computer error, and that it would resolve itself. Still a member, I returned with bank account statements printed out, that showed the duplicate charges. Nobody understood why that would be happening. Then, after a call with the corporate offices, they identified that I had a second account in my name. They refused to handle it themselves, saying I needed to deal with it at my member gym. In August, I showed the front desk that there two accounts, with different numbers provided by corporate. They then acknowledged there were two accounts, and I spoke with a manger on three separate occasions in person over the course of September, October, and November who in my presence, used a fax machine to request the refund from corporate offices. They told me it takes 14 days for these requests to go through, and that someone would contact me, or I'd get the refund in the mail. Multiple times, neither of those things happened. I just returned today in person to the gym, and it was indicated that there were no notes that a manger had requested a refund for the fraudulent account, any of the times that had visited them in person, to resolve the matter. Additionally, there were no notes that this was even an issue that I had reported. Complete confusion, every time. Thanks for the help- I fear this is fraud to game membership numbers and I have no help. The below is my real contract, I created, and attached.Contract *********** / Name ************************ created 11/29/2021 The below is the fraudulent account created without me knowing, under my name.Contract *********** / Name ************************ - created 04/29/2022

  Customer Answer

  Date: 12/29/2022

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

  [Your Answer Here]

   

  Thanks for reaching out- Planet fitness has sent me a total of 36 dollars in a check I have not cashed without any explanation.  The fraud they engaged in lasted far longer than that, and at the least I would expect to have some idea for what reason they are sending me a check and what time period that it covers.

  Ultimately I would expect a total of around 100 back from them, but I think the principle of them defrauding people and expecting to get away with it is much bigger.
  

   

   

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

  Sincerely,

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

• Initial Complaint

  Date:11/18/2022

  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.

  For 3 years I have tried to cancel my membership- called / emailed etc and they refuse to ! I have not used the gym - nor do I live near it !

  Customer Answer

  Date: 12/12/2022

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

• Initial Complaint

  Date:10/17/2022

  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.

  This year in July I created a membership with planet fitness. At the time I created the membership I was double booked, and their system created 2 different memberships under same name and card info, on same date but charged me twice. Next day I go to PF and they are able to cancel one membership, so I only keep one but when I inquired about reimbursement for the 2nd membership, the workers told me I have to speak to the manager about that. I contacted ********************* whom I was told is the manager. He stated he reached out to corporate who informed him I will have refund in 15 days. 15 days later I contacted ********************* again who then told me it was 15 business days I have to wait for refund. I decided I waited a full month before i contacted them about my money. At that point ********************* made the decision to stop responding to my emails. I called the location to see if maybe he was on vacation and was told by his employees, he hasn't taken a vacation and is working. I sent multiple emails to ********************* even offering some solutions to make this right and I had ZERO response, and my money was still stolen. I recently cancelled my membership and had to pay my bank to stop any payments pulled from my account to PF.

• Initial Complaint

  Date:09/29/2022

  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.

  I requested cancellation of my membership on 1/7/22 via email as stated in my contract. I noticed this was not completed and I was charged monthly through August, I sent another email on the beginning of September at which time my membership was cancelled. I called the club on three separate occasions to request a refund for the months where I should not have been charged. I was told I had to speak to a manager who was never available when I called. I last called on 9/26 and was told the manager should be in next day and Ill receive a call. I have been told this two times with no follow up.

• Initial Complaint

  Date:08/31/2022

  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 did not make me aware that the annual bill was $55, and that it would occur on August 1. Because of that, they attempted to take that money out of my account several times, which resulted in a $5 late fee for each day that the payment was not made, and this late fee summed up to $25 which was charged to my account. I was not made aware of any of these fee dates or policies until I saw the money leave my bank account. I want a refund of my $80 that was wrongfully charged to my account because they did not tell me of their fee dates or late fee policies.