We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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

Find a Location

Planet Fitness has 5 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    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:04/22/2023

      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.
      They are refusing to render services that were already paid for - nor will they provide a refund. The manager has been gone from the store for a week and for all I know the staff is lying about their whereabouts to avoid more confrontation, and they will not give me any info on the franchise owner. I am left to use other routes such as BBB for this purpose.

      Planet Fitness requires you to pay before the month begins in which you use services, i.e. we pay on the 17th to have access to the gym until the 17th on the following month.

      On April 19th, 2023 I was approached by an employee in the middle of my workout and was asked to stop working out because "my ALTERNATE payment method on file expired" - even though I had already paid for the services dated April 17th, 2023 to May 17th, 2023. I was being asked to stop using services that I already paid for, because they have some kind of concern that my SECONDARY payment method won't be active for the NEXT payment. They try telling me its their policy and I can't use the gym until I "update my SECONDARY payment method".

      Livid at the fact I would be asked to stop in the middle of a workout for this, I told them that they can just cancel it then and provide me a refund for the unused days. They then informed me they do not do refunds, and even though I'm cancelling (i.e. no more payments will be withdrawn), they are still claiming I'm not allowed to use the gym unless I give them a second form of payment.

      The thing is, I checked our signed agreement, and there is NOWHERE that claims an expired alternate form of payment results in "refusal of services", nor does it claim that they can take the money and refuse services at the same time for doing this. The only mention of "expired forms of payment" on the agreement has nothing to do with being stopped from working out.

      What I am pursuing is a refund for one month's cost of membership, minus a pro-rated amount for the 18th which was the last day I was allowed to lift.

      Business Response

      Date: 05/16/2023

      We are very sorry about this experience. We have gone through a couple managers and they misinterpreted the policy regarding secondary billing and was confused with normal billing. We have used this as a means of training. The staff were requesting new secondary billing on file because the card on file was expired. Because this is not the main form of payment, it is necessary when the monthly dues are not collected on the primary billing. We can reassure that being denied access due to the secondary billing does not happen unless there is a balance on the account.

      Thank you,

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

      Director of Operations

      Central Ohio Planet Fitness

    • Initial Complaint

      Date:10/04/2022

      Type:Order 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 cancelled my account on 8/31 and Planet Fitness is continuing to charge me. Their most recent charge is on 9/19. Attached is the cancellation request delivered to the location.

      Business Response

      Date: 05/29/2023

      Good afternoon,

      We have looked into ****** ****'s membership and see that he did cancel on 8/31/22 and was charged for 2 additional months due to staff not cancelling correctly in our system. The membership was officially cancelled 11/16/22. We have requested a refund for the two additional months and you will see in your account within 7-10 business days.

       

      Thank you,

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

      Director of Operations

      Central Ohio Planet Fitness

    Planet Fitness is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.