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Business Profile

Fitness Center

Planet Fitness

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fitness Center.

Complaints

Customer Complaints Summary

  • 2 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/25/2025

    Type:Service or Repair 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 have cancelled my account as of march or was under the belief that it was cancelled, although they are still charging me currently. I have informed them of this and am not willing to pay for a service I cancelled and am not using.

    Business Response

    Date: 06/25/2025

    Dear *****,


    Thank you for your message and the opportunity to address your concerns.


    Weve reviewed your account and can confirm that your membership has since been canceled.  However, we did not receive any written or verifiable notice of cancellation in March.  Additionally, there were no check-ins recorded during March.  As outlined in our membership agreement, cancellations must be formally submitted either in person, certified mail, or emailed to ensure proper processing and prevent continued billing.  If this is incorrect, please forward the original cancelation attempt and we'd be happy to assist. 

    While your account is now closed and reoccurring payments will cease; the remaining balance of $95.10 will remain associated with your previous membership.  Should you decide to return to Planet Fitness in the future, that balance will need to be resolved prior to reactivation.


    We've attached your signed Membership Agreement and Billing Reminder for reference as we remain committed to transparency and support.  Were happy to provide any documentation or further clarification you may need.

     

    Sincerely,

     

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

    Planet Fitness

    Regional Manager

  • Initial Complaint

    Date:02/22/2024

    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.
     
    Complaint: 21329446

    I am rejecting this response because: it's a lie. They are evil. I have looked at the reviews on many planet fitness locations and they all have the same complaints and I'm willing to take the time to screen shot and load them all up if necessary. I'm refuse to allow these disgusting business owners to get away with "legal theft" and I will fight this in small claims court gladly because I have a passion for standing up against greedy evil business owners who think they are above the law. I need a full refund or I'm going to file a claim in the courts on Monday. I will pay to have papers served to you knowing I'll get it back in the end. 

    Sincerely,

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

    Business Response

    Date: 02/23/2024

    Compliant Code Number:  ********


    Statement of the Problem reads: the gym charged my account after requesting a refund because they didn't even have a bunch press or hot showers. I took a shower and got hypothermia pretty much. They told every planet fitness has hot showers which is a lie! They said I could have a full refund if not satisfied for any reason which they are now saying they refuse. I called the sheriff and I'm trying to look into getting a law passed in the *** where q business owner can be charged criminally as he has done this to over ************************************************************************************************************************************************************ a bank account I'm trying to close!!!!!! They are evil!


    Desired Settlement: Other (requires explanation) Refund; Public apology for almost giving me hypothermia and killing me with such a cold shower and gym when it was freezing temperatures outside. Also an apology for not just refunding a customers money when they report such things. Horrible staff. Horrible owner.

    To whom it may concern,  

    Thank you for reaching out regarding your refund proposal and negative experience at your ************ Planet Fitness.  We truly appreciate your feedback to improve our overall experience for the community at large.


    After further looking into this account, an insolvent membership #********** at the Planet Fitness South Salem was been deemed Returned for Collections due to failure of payment between the dates January 17, 2022 to March 11, 2022.  Total amount owed: $153.18


    This is the first complaint on file regarding cold showers.  We apologize for the trouble this has caused and will work to diagnose any issues in our water heating systems.  Thank you for bringing this matter to our attention.


    Regarding the annual fee refund request; as stated in the Membership Agreement, the annual fee is fully earned once received and you must cancel before the 25th of January to avoid being charged your annual fee.  Regarding the monthly due refund request, you must cancel before the 10th of the month to avoid being charged on the 17th of that month.  Without any documentation, communication, or notice of your intent to cancel, we cannot assume desirable action to terminate.  Based on no prior cancellation request before February 15, ****, the refund request has been denied.   

    Furthermore, this membership has been canceled releasing you of any further financial obligations to Planet Fitness. 

    Sincerely,


    *****************************
    Planet Fitness
    Area Manager

Planet Fitness is NOT a BBB Accredited Business.

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