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

  1954 Old Fort Pkwy Murfreesboro, TN 37129-6900

  
• 

  Planet Fitness

  11130 New Hampshire Ave Silver Spring, MD 20904-2604

  
• 

  PF - Cumberland, LLC

  1050 W Industrial Blvd STE 11 South Cumberland Marketplace Cumberland, MD 21502-4331

  
• 

  PF - Westminster, LLC

  140 Englar Rd STE 120 Westminster, MD 21157-4858

  
• 

  PF - Catonsville, LLC

  5425 Baltimore National Pike Baltimore, MD 21229-2102

  

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:12/16/2024

  Type:Billing Issues
  Status:

  AnsweredMore 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 had started a membership back in June, I have only ever used it in July and there is no way for me to cancel it unless I go in person, which I am unable to do. I have been charged $27 every month on the 17th because I have not been able to cancel it. In total I have spent $245 on this membership that I don't use nor want.

  Customer Answer

  Date: 12/17/2024

  The location of the gym is:

  ****************
  *********, **  98310
  *************

  

  Business Response

  Date: 03/10/2025

  Our cancellation policy here at Planet Fitness offers three ways to cancel a membership: in person at the club, via a signed letter requesting cancellation sent to the club using the postal service or transferring the membership to a location nearer the person, if they have relocated, so that they may cancel in person. Upon each member's first visit to the club we go over the policies, including cancellation, with the member verbally before having them sign a document acknowledging said policies. That document was signed by the member on May 5th , 2024. Additionally, the cancellation polices are listed on the Planet Fitness website. Therefore, we will not be able to issue a refund to the member. The club manager reached out to the member via phone and left a message, letting her know that we have cancelled her account and reiterated our cancellation policy.  

• Initial Complaint

  Date:12/06/2024

  Type:Billing Issues
  Status:

  AnsweredMore 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 business provides an app as a core way to process things between them and the customer. I use the app to scan in to the gym, I use the app to update my payment methods, etc. A frustrating thing I recently discovered is that making manual payments for upcoming fees is not possible. They won't even take advanced payment in person. I have a practice of keeping my bank accounts locked unless I am making a payment manually to ensure fraud does not take place. Therefore, even though I can make a payment to my account on time, I'm not allowed to. The business is trying to enforce a practice where the customer is trapped and late fees are immediately applied regardless of having the capacity to make a payment on time. This seems very abusive to me and something the BBB should strongly consider reviewing.The $30 money paid listed below are for late fees that have been forcibly applied to the account. As mentioned, they do not let me pay in advance nor manually the day of. It is ludicrous.

  Customer Answer

  Date: 12/06/2024

  Hi *******,

  Thank you for your attention to this matter. This is the information for the Planet Fitness in question:

  Address: *************************************************
  Phone: **************

  I've also attached the agreement I virtually signed when I joined the gym via their app. From my reading of it, there was nothing that mentioned late fees nor an enforcement of not being able to make your own payments.

  Thanks again,

  Moiss M.

  

  Business Response

  Date: 03/07/2025

  Dear ****** *****
  Thank you for reaching out regarding your concern. We appreciate the opportunity to address your complaint and clarify the situation.
  After reviewing your account, we found that each month we attempted to process your payment, there were insufficient funds in your account, which resulted in a late payment. As outlined in our membership agreement, when a payment is late, a $15 late fee is applied.
  Additionally, on December 4, 2024, our staff advised you to update your account and routing number to avoid further late fees. However, it appears that the backup payment method on file has also been declining, contributing to the ongoing issue.
  We will be reaching out   to you today with the contact information so provided to work toward a resolution. We are happy to discuss potential options to help bring your account up to date.
  Thank you,
  Diego

• Initial Complaint

  Date:11/22/2024

  Type:Billing Issues
  Status:

  AnsweredMore 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 signed up in 2023 and I was charged automatically $10 per month until May 2024. May 2024 my card changed due to Froud. I did not go to the gym for a year. I kept the account thinking I may go one day when I get time. They did not let me know that they could not charge the credit card. I went the last week of September 2024 to the gym and front desk told me I cannot use the gym because you have $204.00 unpaid fee. I said why did you not notify me. Front desk said we sent an email and I said I did not get it. I said I can pay from May until now They said no you have to pay in full. It is already at collection. They have wrong physical address wrong banking in their system. I would like to pay $60.00 from May till October 2024 and restore my membership.

  Customer Answer

  Date: 12/04/2024

  As requested the addres is below

  Planet Fitness

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

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

  Thank you.
  

   

  

  Business Response

  Date: 01/22/2025

  We have reached out to ******************* and offered him a deal to pay $75 of the overdue balance. After payment of the $75, the rest of the balance will be waived. ****** agreed to was happy with this solution and advised he will be by later this evening to make the payment.

• Initial Complaint

  Date:11/11/2024

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  In June of 2023 I was in ***** and tried to work out at a planet fitness but was denied because I wasn't a black card member, I was a ***** dollar member. So I upgraded to black card member. At around 25 days later I got on line and canceled the black card membership. For the last year and a half they are taking the black card ***** per month plus ***** a month for regular membership. I have two memberships. I went to **********, **. Location and called many times to get a refund a have not resolved this problem. I filled a complaint with planet fitness main office 3 months ago. This money taken from my checking has caused bounce fees from banner bank along with stress in my life. I want all the money back from the black card since June 2023 to present day. How can I be having two memberships.?

  Customer Answer

  Date: 11/16/2024

  Planet fitness 

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

  **********, wa, 97233

  

  Business Response

  Date: 03/11/2025

  ****** believes that he was being charged for two memberships. After investigating the account, it was found that there was only one Black Card membership with our franchise that was active. The membership was started on 10/10/2022, and then was upgraded on 6/4/2023, and then had a late payment due to insufficient funds on 11/17/24 and 12/01/24, resulting in service fees of $15 for each charge. The membership was then downgraded on 12/30/24, but the annual fee date was not changed properly so it charged a new annual fee on 2/01/2025. After the *** ******* looked over the account, it was decided that we would  waive 2 monthly fees (2/17/25 and 3/17/25), waive all club account payments that piled on including late fees (totaling $57.20), and we ensured him that his annual fee date was correct so he would not be billed an annual fee again until a year from this one (2/01/2025). 
  At this time, ****** has 1 active classic membership and will not be billed again for this membership until 4/17/2025.

• Initial Complaint

  Date:11/07/2024

  Type:Order Issues
  Status:

  AnsweredMore 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 canceled my membership two years ago and they are still charging me monthly and yearly fees and I've canceled my membership several times but yet I'm still being charged that's atleast 24 monthly fee charges *** 2 yearly fees I want a full refund I havnt used there gyn in over two years and they keep telling me they'll cancel it but yet I'm still being charged I want all my money back

  Customer Answer

  Date: 11/07/2024

  I'm not sure what kind of clarification you need I've uploaded screenshots from my bank showing there transactions pulling my money.   When you sign up for planet fitness they require your account and routing number so I can't just can't my card and start a new one.  They have been robbing me saying they canceled my membership. Or most of the time they are rude and tell me to write a letter and it's still a open account 

  Customer Answer

  Date: 11/07/2024

  It is planet fitness 

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

   

  

  Business Response

  Date: 11/21/2024

  We attempted to call ******* 4 times. the first 2 rang and we left a voicemail stating to call the club back so we can go over his concerns about his membership and it being cancelled. we waited about 30 minutes before the third time around he answered through a call to text response, allowing him to respond to us without answering the phone. he did not respond after stating we were calling from *********************************. We hung up and called a fourth time in which he did the same call to text response and told us he was busy with thanksgiving, which then we responded that it wasn't thanksgiving, and attempted to tell him again that we would like review his account and help solve the issue, to which he hung up on us. After reviewing his account there is no documentation through notes or a cancelation document, expressing or stating his intent to cancel his membership. per our policy you can either go into the club and sign your cancellation document or send a letter through the mail. there is no evidence showing his attempt at either one of these. Attached are screenshots of his account with the notes section of his call to us a couple weeks ago about his intent to call the BBB, his check-in history and his document section on his account showing no evidence of intent to cancel.  

  Customer Answer

  Date: 11/21/2024

   
  Complaint: 22501602
  
  I am rejecting this response because:
  They called me twice didn't leave a voice mail and then called again I saw it answered yes using text response because it was loud in the back ground and they hung up before I could finish my response and thenI asked then call me tomorrow to discuss it 
  Sincerely,
  
  ****** ********

  Customer Answer

  Date: 11/25/2024

  I want a full refund from planet fitness 

  Customer Answer

  Date: 11/27/2024

  I have made alot of attempts to cancel i shouldn't ******* cancel my bank account to stop a f****** gym membership from taking my money

   

  Customer Answer

  Date: 11/27/2024

  I want all my fucki g money back.   I'll get what's mine 

  Customer Answer

  Date: 11/27/2024

  I've also tried multiple times to return his back to back to back to back 4 phones he made.  In the matter of a few minutes and he is now hiding like a Lil b**** and making up lies. I've make alot of attempts to cancel my membership i even went into a puyallup wa location to see if they could do it they said no so while I was there I got a massage on the hydro bed. 

  Customer Answer

  Date: 11/27/2024

  I've also tried multiple times to return his back to back to back to back 4 phones he made.  In the matter of a few minutes and he is now hiding like a Lil b**** and making up lies. I've make alot of attempts to cancel my membership i even went into a puyallup wa location to see if they could do it they said no so while I was there I got a massage on the hydro bed. 

  

  Business Response

  Date: 12/04/2024

  Regarding follow up complaint with the member, we went a head and cancelled his account. We were unable to successfully reach ******* via phone, as stated earlier we attempted 4 calls and he picked up with a call to text and then hung up, after that we did not receive any response. He stated he tried to cancel it at a club outside of our franchise and was unable to do so, which is in our policies that it is needed to cancel at your home club location. 

• Initial Complaint

  Date:11/05/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 have been attempting to cancel my account for three days without success. I tried to manage the cancellation online but doesnt have that option for olympia i have also tried calling to cancel. I donot have a way to mail a letter to cancel. However, I am not currently mobile and unable to visit the location in person i am a 100 percent P&T disabled veteran. Please cancel my account immediately, with no charges or outstanding balance, due to the time and stress involved in trying to cancel my membership. Your services are very stressful. You make it very difficult to cancel a member ship. I will contact the ************************ along with senator *** ****** if you do not cancel this immediately. Member #***** ******* wa location *********************

  

  Business Response

  Date: 11/04/2024

  Tell us why here...Planet Fitness is independently owned and operated, so this complaint is not part of our franchise. I will ask that it be forwarded to the right franchise owner. 

  Customer Answer

  Date: 11/04/2024

   I have responded to them and do not accept there response. As I stated previously 

  I am a 100 percent disabled veteran. And am not mobile at this time. I also have no stamps to mail a letter to cancel this. Apparently they are not understanding my issue cleatly. This is totally unacceptable not to be able to cancel by calling or a cancel area on the app.

  

  Business Response

  Date: 11/21/2024

  After inspecting all the information we have, we determined that ****** had called the ************ regarding cancellation. He was informed of our cancellation methods which are by coming into the club to sign the document or via mail with his name, reason for cancelling, contact information,and his signature for the cancellation. After hearing of the ways to cancel, ****** submitted a member services ticket regarding the interaction stating the same information said in this complaint. I spoke to ****** today, and was able to get him cancelled via phone call with his permission. This is not something that front desk associates are allowed to do, but I could definitely get this done for him. We apologized for the inconvenience of this being such a hassle, and thanked ****** for his service on behalf of our club and the Ohana Franchise. We also informed ****** that if he is able to come back to our facilities at some point, we would be honored to give a complementary membership to the our Ohana clubs. 

  Customer Answer

  Date: 11/21/2024

   
  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.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:10/15/2024

  Type:Billing Issues
  Status:

  AnsweredMore 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 would like to report a late fee to my credit card from Planet Fitness located at *************************************************************************************** Phone: **************. I signed up online for a ************* membership in September 16 of this year. They required two payment methods, my bank account as a first payment method and a credit card as a second payment method. After a week I was charged by Planet Fitness with $41.45.First, I thought this was a mistake since the Black Card membership is $24.99 plus taxes and fees, a total of $26.45.The next day I called my home gym, and the staff member told me I was charged a late fee of $15 because there was a problem with my bank account number. I told him I am reading the contract right now and everything is alright. Then, he told me to come to the Club to fix the issue. Next day I went to the club, they said the only person that can give me a refund for the late fee is the manager and she was not there. Either the manager has a very flexible schedule, or she does not want to be bothered by any customer since until today I am not able to talk to her. It is impossible to talk to the manager when I ask to talk to her, they say she just left. The last time I called I asked to talk to the manager and the staff member said the manager was there, but she could handle a late fee. Long story short she did nothing so, I said I am on my way to see the manager and she said, the manager is not here. I told her You said 5 mins ago the manager was there. It has been almost a month, and I do not get any response from the manager.

  

  Business Response

  Date: 11/05/2024

  I spoke to Mr. ****** and a refund was issued to him on October 22rd 2024. I explained to Mr. ****** that he needed to update his billing information to avoid any other changes due to his account information being incorrect. I have the email verifying the refund was issued. Thank you and have a wonderful day

• Initial Complaint

  Date:10/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 have been trying to cancel my membership for MONTHS and every time I do they are stating I have to go into the building. I cannot, I moved so there is no way physically to go in and in todays day and age I do not feel comfortable writing in a letter without guaranteeing it would be taken care of. I have seen too many reviews on how this location has issues with cancelling peoples memberships. Well I went online to try to cancel and it does show it's cancelled -- yet I have a past due balance of over $200 and on the planet fitness app it's showing my account is still active?? this is insane, I have had ENOUGH.

  Customer Answer

  Date: 10/07/2024

  Hello, 

   

   

  the gym address is 

   

   

  153 Big Elk Mall
  ******, MD  21921
  *************

  

  Business Response

  Date: 11/06/2024

  I was able to cancel the membership. I was unable to reach ****** on the phone to update her so I left a message. I will reach out to her again shortly.

• Initial Complaint

  Date:10/03/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  Membership was cancelled for ****** **** (member #*********) on August 8, 2024. No membership fee was charged for August, so I assumed the membership was cancelled. I was then charged again for September. I do not wish to pay the annual membership fee of $49 in November and I expect my September fee to be refunded. I have upload the cancellation letter that was hand delivered to the club and their membership agreement.

  

  Business Response

  Date: 10/03/2024

  We had already spoken to his parent on 10/1 and cancelled the membership as well as issued a refund for the 09/17/2024 invoice. The refund will take 5-7 business days to reflect.

  Customer Answer

  Date: 10/07/2024

   
  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.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:09/20/2024

  Type:Billing Issues
  Status:

  AnsweredMore 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 if for ************ location APD. 40. Charged me an annual fee in September after not even having the membership a couple months. Also it states in the planet fitness agreement that I wouldnt be charged until on or after November 1. In the same month I was also billed for my regular monthly fees. Scam artists. I will be changing gyms and seeking legal aid.

  Customer Answer

  Date: 09/20/2024

  2641 Apd 40
  Cleveland, TN 37323

  

  Business Response

  Date: 10/06/2024

  Good afternoon, everyone,

  
  

  I was unable to reach the member via phone but did leave a voicemail letting him know to call me back. I emailed the member as well. I will be sure to update as the situation changes.

  
  

  Please let me know if you have any questions.