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Business Profile

Fitness Center

Planet Fitness

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fitness Center.

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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Planet Fitness has 5 locations, listed below.

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    Customer Complaints Summary

    • 12 total complaints in the last 3 years.
    • 1 complaint 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:12/10/2024

      Type:Product Issues
      Status:
      Answered
      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 moving to where there were no longer planet fitness is so I called to try to cancel, but they informed me that I either needed to go into a location or had to mail in a cancel request. I was not able to go to a location and I was concerned that mailing would not work soon enough, so I had the bank block the charge. That worked for a few months, but then, for some reason the charge went through anyway along with a late fee.

      I had already relayed in multiple ways that I did not want to have a subscription anymore and planet fitness charged me anyway. When I tried to call to get a refund, I was instead just asked a bunch of personal questions and told there was nothing they could do. They did seem to imply that someone couldve canceled my account over the phone. 

      Business Response

      Date: 01/10/2025

      Thank you for bringing this to our attention. 

      There are two ways to cancel - transfer to the club closeset to you and once there go in person to cancel. 

      Or she can send a letter in the mail, and state in the letter she wants to cancel. Include name, email, address, phone number, and a signature. 

      Customer Answer

      Date: 01/10/2025

      [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 

      Complaint: 22662215

      I am rejecting this response because:

      it does not addressed the matter at all, and seems to be a stock or automated response.


      Regards,

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

    • Initial Complaint

      Date:06/19/2024

      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.
      Subject: Request for Cancellation and Refund

      Dear Planet Fitness Team,

      I hope this message finds you well. My name is **** *****, and I am writing to request the cancellation of my membership. Additionally, I would like to request a refund for the most recent charge that was placed on my account.

      Please let me know if any further information or documentation is required to process this request. I appreciate your prompt attention to this matter.

      Thank you for your assistance.

      Sincerely,

      **** *****
      Phone: ###-###-####
      Email: *******************

    • Initial Complaint

      Date:05/14/2024

      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.
      The company charged me over two years after cancelling my membership in 2022. I noticed a charge and called to inquire why they were charging me in March of 2024. The employee looked up my account and noticed I had not checked in over 760 days and I told them I cancelled when i moved from the area. Once I realized the error had been going on for an extended period of time I called to speak to a manager and was instructed that a regional manager would have to approve and would be in contact. After not being contacted I called again and was instructed by a manager on duty that per policy no refund would be issued and it was my fault for not noticing their theft.

    • Initial Complaint

      Date:04/29/2024

      Type:Order 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 signed up my son who is a minor for a membership without permission from parents. I have called many times to cancel the membership but they refuse. They didn't need a parent to sign up but they need a parent to cancel is the most ludicrous thing I've heard. It's all a ploy to continue to add to the bill.

    • Initial Complaint

      Date:04/20/2024

      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.
      On April 16th, at 8:49am I got a message from my bank telling me Planet Fitness took out $109.61. Weird, I thought. I cancelled that six months ago. Via mail and a letter because I moved and that is all you can do. You can’t send them an email, or just call them. It’s their policy you go in person or a letter in the mail. I called the desk at planet fitness. The two nice people there told me they can’t help with my refund, and they never received my letter and asked if I had proof. Well, no. Because I just put a stamp on a letter and sent it in. They told me to get on the app and submit a member survey and someone will reach out to me. I did so. No one has reached out and this is something urgent. Either way, $109.61 was taken out of my account. Their membership is $26 and change monthly, and they hadn’t taken anything out in ages. I haven’t stepped foot in their facility in almost a year. I needed this money to go towards my electric bill, which I am late on. And my bank account is currently over drafted by $109.61. I need my money and I need this to please be resolved. Can you please help me?

      I’m sorry I do not have an account number because once they finally cancelled my account, the number goes away, as well. Please let me know if you need any other information. I just want the $109.61 back that should have never come out. They may have my name as *** ******** and not ********.

    • Initial Complaint

      Date:04/17/2024

      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 membership and paid a final fee. I was assured I would not be charged again. A week later I was charged another monthly fee. When I contacted the manager, I was told yeah that happens sometimes and there is nothing that can be done. When I asked to escalate the situation I was told there was no one else I could speak with and was hung up on.

    • Initial Complaint

      Date:03/10/2024

      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.
      I was a member of Planet Fitness on Indianola Avenue when I relocated here from Wilmington North Carolina. Didn't have an issue until I asked to have my membership canceled due to the overcrowding of the gym that ways way over the allotted numbers by the fire department. When I brought it up they were extremely helpful and told me they would cancel my membership. Apparently nothing was done and they have tried to charge my account over $250. I have called multiple times and have been told by multiple employees that there is no way to contact a regional manager. The manager on duty refuses.

    • Initial Complaint

      Date:02/20/2024

      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.
      In September of 2023 I contacted the Planet Firness to suspend my account. I have had problems previously with a stalker at that location. I and my mother contacted the gym directly and spoke to a lady. She attempted to assist. I decided to find a new location. Now that I have I see they’ve been charging a credit card that I no longer have. My balance is at $145 and I want it removed from my account. Contacted gym directly and the “manager” *** was NO help.

      Business Response

      Date: 01/30/2024

      Planet Fitness is independently owned and operated this
      complaint is not part of our franchise; I have requested this be  forward it to the correct
      franchise owner. 

      Business Response

      Date: 02/20/2024

      The person making the complaint does not come up in our system which means that they are not a member within our franchise and that this complaint was sent to the wrong planet fitness. There has also never been a manager or staff member at this location named ***. 

    • Initial Complaint

      Date:09/25/2023

      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.
      In May of 2023 I mailed a letter to planet fitness requesting my membership be discontinued. A month later I received a message saying “we could not process your payment.” So I called customer service to have them cancel it and they say they can’t and the actual club has to. So I called the club & the agent said she’d have to talk to her a manager and call me back. I’ve called 4 times since then and keep getting hung up on. So I called customer service again & they said they’d call me back & I have never received a call back. They keep trying to charge my card even though I’ve requested and sent a letter now several times asking for the account to be closed! I’ve never heard back from the agent, customer service, or the manager of the physical location. I called customer service this week to see if they could reach out to the club on my behalf & they were also hung up on.

    • Initial Complaint

      Date:07/20/2023

      Type:Billing Issues
      Status:
      Answered
      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.
      Back on 12/13/22 I went into a planet fitness branch, where they asked me to switch my membership, I originally got the membership in NJ and they had advised me to switch it to OH so I could continue using the services. I did. Then on that date I went to the location to request a closure of the account. I was leaving the country for 3 months and made no sense for me to keep this account active. The clerk at this location had advised me to hand write a letter and leave it with her, I can't recall her name. I did, see picture attached taken at the location, metadata can proof this picture was taken there. She assured the account would be closed. Well the account was never closed and they continue to charge me, and added a yearly fee. I then contacted the branch in may, talked to *******, and explained the problem. I emailed him the picture I had taken and a screenshot showing the metadata of the pic which provides location and time. He then called back and acknowledged the fact that I had left a letter and said he was going to refund me all the monthly fees and yearly fee I had just gotten charged. Nothing happened, I was still out of the country and then called again, another assistant manager told me there was nothing she could do, I had to explain again and she had agreed to submit a refund request. Yesterday july 18, I called again, she told me they don't issue refunds and that upper management was backed up, and she could not help me any further. I asked if she understood who made the mistake, she said she couldn't help me. I'm asking them to issue my refund since they failed to cancel my membership when I had asked them to. Planet Fitness Phone # ###-###-####

      Business Response

      Date: 08/04/2023

      The above called and explained about Duo Fit Fitness at the Ind. location. She also went into the complaint itself and why consumer was denied a refund. Resent complaint to her attn so she can respond in writing.

      Business Response

      Date: 08/09/2023

      We are very sorry for your experience. There is no reason why staff weren't able to cancel it in December on your original request. Even if our systems were down, we have paper cancellation forms that would still be filled out and processed once they went up. We have refunded the monthly dues from January to May including the annual fee for a total of $165.48. 

      Staff are not permitted to authorize refunds but a request form from staff should have been filled out and sent for review, which would have handled the refund then. Sorry for the delay to this BBB compliant. The membership is canceled as of 6/7/23. We will be using this as a training opportunity for staff. 

      Again we are sorry for the experience and thank you for the feedback.

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

      Director of Operations

      Central Ohio Planet Fitness

    Planet Fitness is NOT a BBB Accredited Business.

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