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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

    • 3 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:10/29/2024

      Type:Billing Issues
      Status:
      Resolved
      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've been dealing with a dispute for over a month now. Originally, I was getting charged a late fee even though charges were pulling from my account on time. Found out my the original issue was that my bank acct info was wrong, so they charged my debit on file. After discussing with staff multiple times of going and talking with staff, they promised to give 2 months free without further charges to accommodate the issue since they could not refund. I was fine with this solution until I then got charged another fee. I was then told the last charge of $10 would be refunded, it hasn't been refunded. Now I'm over trying to fix it, I've decided to cancel my membership. I've been in 3 times, twice with signed requests to cancel and the membership is still not canceled. It's been over 2 weeks since my first attempt to cancel and over month since the charge to be refunded was applied to my acct and not been refunded. I keep getting promises of follow up from management but I never get any contact from them and there's no way to contact the corporate office for resolution either. I added screen shots of charges. There are 4 total charges on there are actually legitimate charges, the rest include late fees and extra monthly fees above what should have not been charged.

      Business Response

      Date: 11/11/2024

      This member is issuing a complaint about the Rapid City, SD location, not the Sioux Falls, SD location. This member was contacted. She did receive a refund for the two 10.00 late fees and was given a month free. She ended up canceling her membership anyway but the issue in her complaint was resolved.

      Business Response

      Date: 11/11/2024

      This member had previous charges/ late fees from billing issues and the account has been refunded september dues of $15.93 we also waived the buyout fee of $58 and cancelled this members account. 

      Customer Answer

      Date: 11/12/2024



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.


      My membership is finally showing as canceled. 



      Sincerely,



      **** ******

    • Initial Complaint

      Date:04/28/2023

      Type:Billing Issues
      Status:
      Resolved
      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 January I visited the facility with my mother so we could cancel our membership per their policy of doing it in person. I canceled my membership and asked for a printout of my payments. Then on March 17th and April 17th I received charges to my card for ***** from planet fitness. I called to ask about this. The lady told me there was nothing she could do and that it didn't show I canceled. I am only asking for a refund for the 2 months I have been charged since I canceled and to CANCEL my account as I asked in January. My mom's account was canceled just fine, but not mine.

      Business Response

      Date: 05/09/2023

      This account has been canceled and refunded for April 2023.  This account did have past due accounts from January, February and March of 2023 but the club went in and waived those for this member.

      Customer Answer

      Date: 05/10/2023



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.




      Sincerely,



      Amanda ****

    Planet Fitness is NOT a BBB Accredited Business.

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