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Business Profile

Gymnasium

Planet Fitness

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Gymnasium.

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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    Customer Complaints Summary

    • 188 total complaints in the last 3 years.
    • 91 complaints 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:07/02/2025

      Type:Billing 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 went into ** to cancel my membership in 2024 in *********************** shortly after selling my home in that town. Someone at the front desk assisted me with cancelling my membership. I have continued to get charged the monthly membership. In ************** they charged my debit over $40 and over $50. There is no PF near my current ******* not sign up with them unless you can afford to continue to pay for a membership even after you've cancelled!!

      Business Response

      Date: 07/07/2025

      Hey ***** *****, 

      Thank you for your message. As a courtesy, we cancelled your membership and you will not receive any further charges. We were unable to find any resources to validate a prior cancellation. If you wish, you will still have access to the gym till June 16th. 

      If you have any further questions, please contact Member Support at ************ so we can assist you directly.
       
      Thank you,
       
      EXCELFITNESS
      Building communities through fitness
      ************************************************
      *******************************************************
      an independently owned and operated Planet Fitness franchisee with clubs in **, **, **, **, **, **, **


    • Initial Complaint

      Date:06/30/2025

      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 signed up for a membership last week on June 23, 2025. That day and every day forward, I have noticed that the air is out in the main gym area. There are only fans on, but that does not help cool an entire gym. This is not safe for guests, employees, or visitors. It is extremely hot outside. Guests who are paying for memberships should be able to workout in cool, central air.

      Business Response

      Date: 07/07/2025

      Hello Serenity *****,

      Thank you for your message. We reached out to the club and management has submit a maintenance request and waiting for the maintenance technician to come and check out the issue. 

      If you have any further questions, please contact Member Support at ************ so we can assist you directly.
       
      Thank you,
       
      EXCELFITNESS
      Building communities through fitness
      ************************************************
      *******************************************************
      an independently owned and operated Planet Fitness franchisee with clubs in **, **, **, **, **, **, **

    • Initial Complaint

      Date:06/27/2025

      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.
      My wife and I signed up for Planet Fitness on 5/19/24. They advised to ensure $27.11 is in our individual checking accounts on the 17th, otherwise there will be a $15.00 NSF fee. For 10 out of 12 months, they charged us each $42.11 even though the funds were available for ACH drafting. I have called and went in person for most of the membership to dispute it. Each time, someone tells me a different story such as The funds must be available on the 10th so we can draft it on the 17th. We just dealt with them overcharging us until we could cancel the contract. Our 12 months is up and we canceled last month on 5/21/25. We were advised that there will be no more charges to our accounts. Well, they just tried to debit our checking accounts AGAIN for $42.11 last night. They have been ripping us off the entire year. We do not agree to pay them anymore money because their billing system is seriously flawed. I know with 100% certainty that we both had $27.11 available in May 2025 and this is an attempt to scam vulnerable customers.

      Customer Answer

      Date: 06/25/2025

      **********************************
      #***
      **********, **  75067

      Business Response

      Date: 07/07/2025

      Hey ****** ********, 

      Thank you for your message. As a courtesy, we cancelled your membership and your wife **** ******** and you will not receive any further charges. I went ahead and waived the past due balance for 06/17 payment for your membership and your wife **** ********** membership. 

      If you have any further questions, please contact Member Support at ************ so we can assist you directly.
       
      Thank you,
       
      EXCELFITNESS
      Building communities through fitness
      ************************************************
      *******************************************************
      an independently owned and operated Planet Fitness franchisee with clubs in **, **, **, **, **, **, **


      Customer Answer

      Date: 07/07/2025

      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.

      Regards,

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

    • Initial Complaint

      Date:06/23/2025

      Type:Order 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 wish to cancel my "no obligation" plan with Planet Fitness effective immediately. I have been told that I must physically walk into the facility (which I refuse to patronize due to safety/security issues) or mail a letter to the facility. The plan cannot be cancelled online or over the phone. No one is able to provide a copy of my plan document stating either of these a cancellation requirement.I have mailed a letter in the past but the request not met. I was told today to mail a certified letter, at my own cost, to make the request.

      Business Response

      Date: 06/25/2025

      Hey Angela Hall, 

      Thank you for your message. As a courtesy, we cancelled your membership and you will not receive any further charges. If you wish, you will still have access to the gym till July 16th. 

      If you have any further questions, please contact Member Support at 888-237-9005 so we can assist you directly.
       
      Thank you,
       
      EXCELFITNESS
      Building communities through fitness
      excelfitness.com
      1901 W Braker Lane, Ste 400, Austin, TX 78758
      an independently owned and operated Planet Fitness franchisee with clubs in TX, NC, OK, AR, VA, MO, UT

      Customer Answer

      Date: 06/25/2025

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 23508558, and find that this resolution is satisfactory to me.



      Thank you,
      Angela Hall

    • Initial Complaint

      Date:06/19/2025

      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 cancelled a gym membership 4 years ago in person and in writing to Planet Fitness in ***********. I realized yesterday that they were still withdrawing monthly and yearly fees from my account. I called to ask for a refund and I told them that I had cancelled that membership years ago. The representative told me that she could only cancel my membership and she apologized and stated that this has happened before. I want a refund for the charges that Planet Fitness have been removing from my account for years. Please help me keep other individuals from being victims of this process.

      Business Response

      Date: 06/25/2025

      Hi Calvin Hodges,

      Thank you for your message. After reviewing your account, found no resources to validate cancellation prior to 06/19/2025. If you are looking for a refund, please contact your home club. 

      If you have any further questions, please contact Member Support at 888-237-9005 so we can assist you directly.
       
      Thank you,

    • Initial Complaint

      Date:06/02/2025

      Type:Billing Issues
      Status:
      Unanswered
      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 the **********, ** franchise of Planet Fitness in April 2025, during one of my periodic visits to that locale. After using the facility for about one week, I cancelled my membership. Yet, Planet Fitness continues to take monthly fees out of my checking account, including an annual membership fee which is only supposed to be assessed well after the period during which I cancelled. The Planet Fitness website does not appear to have a phone number to seek redress. I phoned the Great Neck franchise but the staff was unhelpful.

    • Initial Complaint

      Date:05/30/2025

      Type:Product Issues
      Status:
      Unanswered
      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.
      Started a planet fitness membership years ago, used it irregularly and eventually moved from the area.Tried to cancel in person, however from what I recall I did not have the required documents/did not go to the location I signed up in (***************).Forgot about the situation, but in recent months have once again tried to cancel I live in ************* and the fact that I have to drive upwards of 6 hours simply to cancel at a location was ridiculous.When trying to cancel online, I reset my password (since it is an account that I started long enough ago I forgot my password), and am told that an email would be sent.I never receive any email

    • Initial Complaint

      Date:05/29/2025

      Type:Customer Service 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.
      1108 US-********************** Complaint Summary: Unauthorized Charges and Failure to Cancel Membership Despite Repeated Requests I am filing this complaint regarding Planet Fitness due to their continued billing of my account despite multiple formal and informal requests to cancel my membership.I originally signed up for a no obligation membership plan at Planet Fitness, which was marketed and understood to allow cancellation at any time, provided payments were current. I was up to date on all payments when I decided to cancel my ************* first attempt to cancel through customer service line, I was informed that cancellations could only be processed through the local gym. Mind you I created my account online easily.. I contacted my local Planet Fitness location by phone to request cancellation, I also sent the gym a certified letter demanding that they cancel my membership and stop taking money from my bank account. After they again took money in january.Despite my clear and repeated attempts to terminate my membership, which state law says should be as easy as it is to create your membership, Planet Fitness continued to charge my bank account. I sent a certified letter to the local gym formally demanding that they cancel my membership and cease all billing. I have a receipt and proof of delivery for this certified correspondence.Nevertheless, Planet Fitness continued to withdraw funds from my bank account after receiving my certified cancellation request, which I believe constitutes unauthorized billing.I am now seeking resolution through official channels.I request that Planet Fitness:1. Immediately cancel my membership.2. Refund all charges made to my account after the date of my certified cancellation letter. Which means the payment that was taken in January 2025 and February violated the law of the state.3. Confirm in writing that my membership has been terminated and no further charges will be made.

      Business Response

      Date: 05/30/2025

      Hey ******* ********, 

      Thank you for your message. As a courtesy, we cancelled your membership and you will not receive any further charges.

      If you have any further questions, please contact Member Support at ************ so we can assist you directly.
       
      Thank you,
       
      EXCELFITNESS
      Building communities through fitness
      ************************************************
      *******************************************************
      an independently owned and operated Planet Fitness franchisee with clubs in **, **, **, **, **, **, **


      Customer Answer

      Date: 05/30/2025

      Complaint: 23387387

      I am rejecting this response because: you owe me 2 months worth of membership that you took out of my bank account against my permissions after I sent you a certified letter canceling my account... So sure you need to cancel my account but you also need to refund 2 months worth of billing that you did unlawfully.....

      Regards,

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

      Business Response

      Date: 06/09/2025

      Hey *******,

      Thank you for your message. The membership was cancelled on 05/30/2025 and you will not be billed any further. If a refund is what you are seeking, please stop by your home club with a copy of the receipt of the certified letter you had sent and have the management team review the case. 

      If you have any further questions, please contact Member Support at ************ so we can assist you directly.
       
      Thank you,
       
      EXCELFITNESS
      Building communities through fitness
      ************************************************
      *******************************************************
      an independently owned and operated Planet Fitness franchisee with clubs in **, **, **, **, **, **, **

      Customer Answer

      Date: 06/09/2025

      Complaint: 23387387

      I am rejecting this response because:

       

      Me taking further actions on this when I have already sent you a certified letter besides just getting a lawyer and suing you is not something I'm willing to do You've already broken the law by taking the money from my account you need to refund it if you don't I'm reporting you to the ************************ and taking action against you. That is it..

       

      This is your last chance to make it right if you do not then I'll take further action.

      Regards,

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

    • Initial Complaint

      Date:05/25/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      no one to talk to ay cooperate office to fix their mobile appl. my mobile appl to sign in will not work and now says not compatible with their system....worked on wed. but not on Sat. No one to talk to I am sure others with an Android will have the same problem Please help

    • Initial Complaint

      Date:05/22/2025

      Type:Customer Service 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 tried to cancel my planet fitness account for ************ still charge me every month. I no longer live in ****** & every time I try to cancel they mention that I have to go to ****** to cancel my ************** just give me the run around every time. This should be illegal & I am submitting this complaint to shine a light on this deceptive business practice, that Im sure other people are currently facing as well.

      Customer Answer

      Date: 05/21/2025

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

      Business Response

      Date: 05/28/2025

      Hey ******* ****, 

      Thank you for your message. As a courtesy, we cancelled your membership and you will not receive any further charges. If you wish, you will still have access to the gym till June 16th. 

      If you have any further questions, please contact Member Support at ************ so we can assist you directly.
       
      Thank you,
       
      EXCELFITNESS
      Building communities through fitness
      ************************************************
      *******************************************************
      an independently owned and operated Planet Fitness franchisee with clubs in **, **, **, **, **, **, **


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