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 has 92 locations, listed below.

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• 

  Planet Fitness

  1954 Old Fort Pkwy Murfreesboro, TN 37129-6900

  
• 

  Planet Fitness

  4911 Coconut Creek Pkwy Coconut Creek, FL 33063-3909

  
• 

  Planet Fitness

  57 Carriage House Dr STE 10 Jackson, TN 38305-3995

  
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  Planet Fitness of Cleveland

  2641 Apd 40 Cleveland, TN 37323-0696

  
• 

  PF - Reisterstown, LLC

  11989A Reisterstown Rd Reisterstown, MD 21136-3030

  

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:03/17/2023

  Type:Customer Service 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 joined Planet Fitness in January 2023. I had gotten myself mentally and emotionally prepared for my fitness goals, but when I started to frequent the Fort Washington location those goals were met with more obstacles than being physically prepared. No sooner than I set foot in the gym, I witnessed the "lack of attentiveness" of the staff. There were always people (staff members) at the front desk communing but neglected upkeep in the locker rooms and on the gym training floor. Toilet paper and other things in stalls were out, and there was urine on the floors in these areas. Weights were distributed across the gym, so in order to get a workout done with ********* was always a frustrating task. Planet fitness had promotions for its members, but upon inquiry, most of the staff were not knowledgeable of these promotions. Moreover, the staff was rude, indifferent, and condescending when addressing any of the concerns stated. Even further, at a time during my membership, the gym was shut down because of plumbing concerns. I received an email about this matter, but no solution was given to how to continue my fitness goals. When I called the ********** location (******************) I was met with opposition, to say the least (another complaint in itself). I, eventually, spoke with a professional from the Waldorf location (a huge difference from my other encounters), who informed me that they could accommodate me with the matter. After traveling 10 miles out of my way for a week, I finally called the Fort Washington location to see the status of the shutdown and was told that they were back open. I never received any notification of this and so began the lead-up to the previously stated concern. In conclusion, this location is in need of an overhaul. I have since canceled my membership, but I am still very disappointed in the service of this location. It is the only place within at least 14 miles of my house to meet my fitness goals. I believe this place could do better

  Customer Answer

  Date: 03/19/2023

  The location of the principal gym in complaint is at ****************************************************************************************. If there are any more questions...

  

  Business Response

  Date: 04/17/2023

   

   Good Morning, 

   I remember speaking with ************** about his first complaint concerning one of my former staff that worked the evening shift. I did speak to my assistant ********************* about this incident and the service associate that was involved in this issue as a write-up. During my conversation with ************** I offered him a free month which was March 17th 2023 for the inconvenience. I just to call ************** in which I didn't get an answer but left a voicemail. I will follow up with another phone call and or email to ***************

  Best Regards,

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

  

  Business Response

  Date: 04/17/2023

  Good Afternoon,

  I did get the opportunity to speak with ************** due to he did return my call. ************** and I will sit down and talk this week about him joining if he wishes too.

  Thank You,

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

  General Manager

   

  Customer Answer

  Date: 04/19/2023

   
  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,
  
  *******************

• Initial Complaint

  Date:12/01/2022

  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.

  I relocated from the ** to ****** in June 2022. I wrote to Planet Fitness * Seat Pleasant MD branch to cancel my membership in June. I checked my US bank account and found that I'm still being charged for the membership. I wrote to them again, requesting a refund for June * November 2022, and to confirm that my membership is cancelled. No response.

  

  Business Response

  Date: 12/22/2022

  I have resolved the complaint with ***************************, I assisted him with his concerns, and ****** was satisfied with the assistance and support he received in solving this complaint.  

  Customer Answer

  Date: 12/22/2022

   
  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:10/05/2022

  Type:Customer Service 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.

  Planet Fitness charged me twice for the annual fee. Once on 07/01/22 for $41.73 and again on 09/01/22 for $41.73. I contacted them and nothing has been done on a refund.

  Customer Answer

  Date: 10/07/2022

  ******** called me from the ** in ******* and said she would refund me the extra yearly membership charge. She said it will take 7 to 10 business days.
  
  I'm disappointed that I was double charged by ** in the first place because if you do that a lot you are ripping people off who don't check their checking account balances. How lazy can the employee be not to correct this when I downgraded my membership this summer.
  
  Also ******** was nice on the phone but the other two employees I talked to about the refund since ******** was not in the office seemed lackadaisical about when the refund would be given saying ******** had other things to do although the two employees did take my info on the refund and give it to *****************
  
  A double charge should never happen and if it does they need to address it more quickly.
  
  Thanks

  Customer Answer

  Date: 10/19/2022

  Hi, can I resubmit my Planet Fitness BBB complaint?
  
  I called the ** in ******* today and they don't sound too organized. The woman said ******** the manager went to another ** location and I think they have the wrong refund amount in their system and I haven't seen any refund to my checking account yet and it's been 9 business days. It's a joke.
  
  I called ***** Fargo today to refute the $41.73 extra charge because ** is a joke.
  
  Thanks

  

  Business Response

  Date: 12/07/2022

  
  
  

  Customer Answer

  Date: 12/08/2022

   
  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. I have already received the refund. Thanks
  
  Sincerely,
  ***********************

• Initial Complaint

  Date:09/27/2022

  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.

  My wife and I had been members of the ********* Planet Fitness for over 2 years, until June of this year when our memberships were cancelled by the Manager, ***************************. Our cancellation notices state we were terminated due to "Policy Violation". Since this cancellation, we have repeatedly tried to meet with the Regional Manager to discuss our cancellation, but our requests have been ignored. We believe we were wrongly terminated due to voicing our concerns about the environmental conditions at the Club. We also believe the Management decided to cancel our memberships rather than fixing the problem. To provide some background, my wife and I voiced concerns for over a year about the hot and uncomfortable conditions present in the free weight area at the ********* **. These conditions present a serious safety issue, especially for older patrons. Our concerns were voiced through ** email surveys over 2 years as well as direct conversations with staff, including the Mgr and the Reg Mgr. Additionally, we asked a number of patrons their thoughts regarding the conditions in the free weight area. The majority of these individuals felt the conditions were uncomfortable. On May 10 of this year, I entered the ** and there was a portable fan at the entrance desk blowing on the sedentary staff. Previously, we had been denied a fan in the free weight area. Yet the staff was provided one at the desk.On May 12 I called corporate ** and finally on June 7, ***************************, the Reg Mgr, called back. She said she was at the Club and agreed that the Club temperatures were hot and had hired someone to look into the problem.On June 15, my wife and I went to **. My wife brought a 9-inch diameter cordless fan to use in the free weight area to help alleviate the uncomfortable environment. The Mgr came over and we got into a discussion about the Club temperatures. She called my wife "hon" numerous times. When my wife asked her not to do that, she terminated us.

  Customer Answer

  Date: 10/10/2022

  As of October 10, I have NOT heard from Planet Fitness regarding my complaint.

  

  Business Response

  Date: 10/18/2022

  The members involved were canceled due to policy violations which are clearly stated in the agreement signed by both individuals.
  All correspondence with the *********** have been documented by both, the Regional Manager and General Manager.
  The memberships will not be reinstated.

  

  Business Response

  Date: 10/20/2022

  The members involved were canceled due to policy violations which are clearly stated in the agreement signed by both individuals. ********************** was approached the day of the cancelation due to the violation of outside equipment and the pictures he had admittedly he had taken of the service desk staff, against their consent. The behavior and verbal aggressiveness towards the management team, along with the refusal to comply with Club policies, resulted in termination of both agreements.
  All written correspondence with the *********** have been documented by both, the Regional Manager and General Manager.
  The memberships will not be reinstated.

  Customer Answer

  Date: 11/09/2022

  Thank you again for your call regarding the subject complaint. I request that the complaint be reopened as I do not consider it resolved at this time.
  
  On October 21, I received the Planet Fitness response to my complaint. Then on October 24 I received a voicemail message from Planet Fitness Corporate about my complaint. Since that time, I have been leaving messages, but have yet to receive a return phone call to discuss the incorrect facts of the ********* Planet Fitness reply. Therefore, I would like to reopen my BBB case by submitting the rebuttal to the inaccuracies and misrepresentations of the Planet Fitness reply.
  
  In their replies, the ** staff continues to quote the agreement signed by both parties which outlined the policy violations that resulted in our termination. Until we contacted the BBB we were not aware that the policy violation was bringing in outside equipment. The agreement we all signed also contractually obligates ** to provide a safe and comfortable environment for its members. For over a year, my wife and I had tried to resolve the issue of unsafe, uncomfortable and dangerous heat in the free weight area via electronic surveys, and discussions with staff members and management at all levels. We asked other members many times when we were in the free weight area is it hot or is it just us?. All patrons replied that it was indeed hot and they had also complained to staff and management. We worked our way up the chain of ** management, requesting a wall mounted fan, just like the one mounted in the ** circuit area, with full knowledge of the local ** manager. She, in fact, provided the phone number for ** Corporate. However, we were told repeatedly that you wont get a fan. The only reason given was it would be a trip hazard despite us requesting it being wall mounted as in the ** circuit area.
  
  On May 10 of this year, I entered the ** and there was a portable fan at the entrance desk blowing on the sedentary staff. The fan was located in front of the refreshment refrigerator with a cord running along the front of the refrigerator. This presented a true trip hazard. However, when I asked to use the fan in the free weight area, I was told I could not due to it being a trip hazard. The Manager and I had a discussion about the need for the fan and the hypocrisy of having a fan at the desk and not in the uncomfortable and overheated free-weight area. My frustration during this inane discussion is what I assume the Manager is calling my behavior and verbal aggressiveness, which did NOT occur on the day of our termination (June 15), but on May 10 over a month earlier. Interestingly, the fan disappeared from the front desk for a short while after this incident.
  
  On June 15, the fan reappeared at the front desk, so I took a picture for my records. The picture showed NO staff faces. In desperation for a "safe and comfortable environment, as outlined in the contract, in which to conduct her workout and in light of all members of management telling us that we will not get a fan, my wife brought in a 9 cordless, battery-operated fan. The Manager came over to ask why I took the picture and then began berating us that there would be no fan. My wife calmly tried to discuss the air quality study that the Regional Manager had cited in a previous discussion to which she was told she is not doing what you think shes doing hon. *** tone was disparaging and disrespectful and this was the third hon used. My wife politely asked her not to call her hon and the Manager turned on her heel, threw her hands in the air and yelled terminated. We asked why and she stated policy violation, so we left.
  
  In light of these details, we feel our termination was capricious, unfair, and not based on a policy violation, but the managements inability and lack of interest in solving the dangerous heat issue in the free weight area.
  
  We do not want to return to the ********* **, but we do ask the ban be limited to this location under the current management. If another Manager was hired or another location opened nearby, we would like to have the option to reapply for membership.We enjoy ** and have visited numerous locations across the country, but have never experienced the hot, uncomfortable, and dangerous environment that we have in *********.
  
  Thank you again for your attention to our situation.
  
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/24/2022

  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 was charged membership fees during Covid -19 when everyone else fees were suspended and canceled. When I called the gym and requested cancellation the lady that answered had a terrible attitude. Her attitude tends to proceed her because members in the locker room told me about her after the walk through... she's also mentioned in ****** reviews. This is the *************** ** location. I'm frustrated because I did my part, I called the club and sent a letter. I have since moved to an entirely different state and just got hit with an annual charge. Please, for the love of GOD, let me go! I know this is the business models gyms use to stay in the red, but it's beyond infuriating when you feel bullied. The business model requires you to jump through so many hoops to force revenue. Gyms rely on you not noticing the charges and never showing up to use the membership. It's pretty darn insidious. I have begged, called, emailed and sent a letter to the club but if the club is poorly managed, well, good luck receiving assistance. I want a label fitness to eagerly give me my money the same way they eagerly signed me up and withdrew the monies. Keep the same energy! It's like a relationship gone sour. It was all good in the beginning to get me on the hook, now I'm left here writing walls of texts, pleading with your parasitic and narcissistic industry to do what is right.I want my money refunded from the pandemic, I want my money refunded because I did not authorize you to continue to withdraw funds from my CHECKING account. You b******* have me by the ***** because I was honorable enough to enter this business relationship with ***. I didn't think you guys would burn me.****** learned. Give me my money back. Refund this annual fee, I don't even live in the same state anymore you heartless crooks. I called, emailed, sent a letter and email. This complaint is my final recourse.

  

  Business Response

  Date: 10/15/2022

  I viewed our invoice and didn't see any charges during the months that we were closed due to Covid-19. Monday I can screen shot the invoice and attach it via email.
  See Attachment/File: dates 4.17-6.17.html

• Initial Complaint

  Date:09/21/2022

  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 started my journey with planet fitness in January of 2021, last date of use is in March of 2021 because that is when COVID hit hard and things were shut down. I called multiple times to cancel my membership due to COVID and the restrictions. I was told I had to come in to ************* in order to do so. It was closed for a while or at times that I was available to go.

  

  Business Response

  Date: 10/17/2022

  I attempted to contact via phone call, however there was no answer. I was able to leave a voicemail in efforts to find a resolution for this issue. Will attempt additional contact throughout the week. Thank you.

  

  Business Response

  Date: 10/18/2022

  
  This was the second attempt to contact via phone call, however there was no answer. I was able to leave a voicemail once again in efforts to find a resolution for this issue. Will attempt additional contact throughout the week. Thank you. 10/18/22

  

  Business Response

  Date: 10/19/2022

  Third attempt to contact via phone call, however there was no answer. I was able to leave a voicemail in efforts to find a resolution for this issue. Will attempt additional contact throughout the week. Thank you. 10/19/22