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

  1901 W Braker Ln Austin, TX 78758-4088

• 

  Planet Fitness

  1807 W Slaughter Ln Austin, TX 78748-6230

• 

  Planet Fitness

  1819 S Pleasant Valley Rd Ste A Austin, TX 78741-3363

• 

  Planet Fitness

  5334 Trail Lake Dr Fort Worth, TX 76133-1931

• 

  Planet Fitness

  1950 Ephriham Ave Ste 230 Fort Worth, TX 76164

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:05/21/2025

  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 tried to cancel my gym membership with planet fitness several times. Each time I try, I get different excuses and reasons why I cannot have my account canceled. I have not been to the gym in years.

  Business Response

  Date: 05/22/2025

  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 **, **, **, **, **, **, **

• Initial Complaint

  Date:05/21/2025

  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.

  Ive been getting charged monthly by planet fitness for over 3 years due to their predatory cancellation process. Whether or not you fulfill the request to cancel the way they want, more likely than not you will continue to get charged. They require a written letter sent via certified mail, which does not make the process simple with claims that the mail was never received. Or that you have to do it in person, but it has to be at the right day at the right time with the right manager present. Its truly ridiculous the way that membership based gyms trap customers in never ending recurring charges.

  Business Response

  Date: 05/22/2025

  Hi *******, 

  Thank you for your message and as a courtesy, we have cancelled your membership and you will no longer be charged. 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:05/21/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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 being charged without my knowledge, most recently on the 16th of May, 2025, even though I followed their steps to cancel, in person, when I moved out of ******* in 2021. That is over 4 years of monthly charges that should not have happened.

• Initial Complaint

  Date:05/21/2025

  Type:Product 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 no longer live near this location. I went into another Planet Fitness location to cancel and they explained that I could only do so at that specific Planet Fitness. This is not possible for me. I have sent multiple emails and called the location and have never received a response. I've been paying for a membership that I haven't used in over 3 years. We are well over $400 that has gone unused. This is ridiculous that the cancellation process is this difficult.

  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 **, **, **, **, **, **, **

  
  

  Customer Answer

  Date: 05/28/2025

  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:05/19/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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 canceled planet fitness membership on July 25th, 2022 IN PERSON, which is required by the company. However, they did not and continued the charges and I unfortunately did not catch it. When I went in between the hours of 11am-4pm, they conducted the cancelation through the system and advised me that I would no longer be charged. This was during a big move from ********* to ******* and I unfortunately did not catch it until now when they charged me the annual fee and that is when I noticed. I know its been almost 3 years but still would like to see if I can get the back pay.34 months x$10=$340 Annual fee for 3 years x$39=$117 ************ makes you come in in person to cancel membership as well as continue charging when I canceled. I know that I am not the only costumer that has gone through this with the company and the subtle $10 charge is bound to slip through the cracks.

• Initial Complaint

  Date:05/19/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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've been getting overcharged by this company for months now. I've included screenshots to show that my payment is supposed to be $15.95, with a one-time yearly payment of $52.11 on May 1 of each ******* you can see, I was charged $15.95 in April (automatic payment), but on May 1, I wasn't charged for the yearly membership despite having sufficient funds in my account. Instead, I was charged a $20 late fee. I couldn't do anything about it since I was in the gym on those days, and the company told me I was paid up when I asked.Days later, I was charged my yearly fee with another $20 late fee added, even though they were supposed to remove the charge from my account. The company's excuse was that it's my yearly payment and I need a checking account number added to their system. They declined ****** as an alternative payment method, saying this would only apply to my yearly payment.Moving on to my monthly payment of $15.95, instead of taking it out of my account like they did every other month, they didn't charge me on the due date. They charged me two days later and added a late fee, even though the balance was in my account. When I asked about it, I was told that "someone" switched my non-existent checking account number as my primary payment method instead of my debit card, which is still listed as a secondary payment.I've been charged two late fees, and I'm having trouble with automatic payments. Ultimately, I want the two $20 fees removed. However, I might have to dispute the entire thing and repay what I actually owe.

• Initial Complaint

  Date:05/16/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 notified by my bank on February 4, 2025 that I had an unusual charge from Planet Fitness. I do not have a Planet Fitness membership, so I began to research this further. Someone opened up an account using a dormant savings account. I called ********************** headquarters twice (once on hold for 88 mins and the second time on hold for 67 mins). I was told both times (the first time I was given the wrong number) to call the account processing center to cancel the monthly charges and request a refund of all charges. I did that. Not only would the account processing center NOT cancel the monthly charges I had to reach out to my home fitness center to process these changes and request a refund. I DON'T KNOW/HAVE A HOME FITNESS CENTER BECAUSE I DID NOT OPEN THIS ACCOUNT!! I was eventually told that I was linked to the *********** location. I called on February 11, 2025 at 4:43p (7 min conversation) and spoke to the Head Manager. She stated to me that she would stop the charges and request my refund. The charges have stopped but I have not received my refund. That was now 45 day ago. Not sure if someone is walking the refund to me from *********** to ************ but this is unacceptable. I do not have a membership, I do not want a membership, and after the level of poor customer service I never want a membership from Planet Fitness.

• Initial Complaint

  Date:05/16/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 am submitting this complaint due to multiple unauthorized charges made to my account and the continued lack of response or resolution from their staff and management, despite repeated attempts to address the issue directly.1.August 2024 $21.64:In July/early August 2024, I personally visited the gym to freeze my membership as I was traveling. A staff member at the location assured me the membership would be frozen and that I would not be charged. Despite this, I was still charged $21.64. This charge was unauthorized, as the freeze was both requested and verbally confirmed.2.January 2025 $73.61:In early jan 2025, I was informed by staff that my membership would be transferred from Texas Family Fitness to Planet Fitness. I was told there would be no annual fee, and I followed all the necessary steps: completing paperwork and waivers as instructed by staff. Later, I discovered I had been charged $73.61. Upon inquiring, the front desk informed me that the transfer had not been processed properly due to a mistake by a trainee. This error was not mineI followed the exact process they gave me in good faith.3.Lack of Communication / Accountability:I initially emailed ******* (regional manager) on March 31st, 2025, and he responded by adding the gym management team to the email thread. However, no one from management followed up with me. I sent a second follow-up on April 8th, again with no response or resolution. I have made every attempt to resolve this matter directly and reasonably, but have been completely ignored. To add I also talked at the counter at gym. No resolution.I am requesting a full refund of the two incorrect charges:$21.64 for August 2024 $73.61 for January 2025 Total refund requested: $95.25 The complete lack of accountability and response from the management team has left me no option but to seek third-party help through BBB.Thank you for reviewing my complaint.Sincerely,**** Arora Membership ID: **********

• Initial Complaint

  Date:05/15/2025

  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 have made multiple attempts to cancel my Planet Fitness membership, yet I continue to be charged. Despite explaining that I am no longer able to afford these fees, the charges have persisted. I understand there may be an outstanding balance, but Ive clearly communicated my financial hardship and my desire to end the ************* be transparent, I only used the facility twice in over a yearshortly after signing upand have not lived in the area since. Continuing to bill me for a service I cannot use is unreasonable and unfair.I visited the ********, ** location (my home club) in person, but was told they could not process a cancellation unless I paid the balance first, which I find unacceptable given my circumstances. I am willing to pay up to $100 as a good faith effort to resolve the matter, but I do not believe I should be responsible for the full balance, given that I made multiple attempts to cancel the membership and was prevented from doing so.I am formally requesting that my membership be canceled immediately and that no further charges be made. Thank you for your attention to this matter. I look forward to a prompt resolution.

  Customer Answer

  Date: 05/12/2025

  Sending home address 

  11240 US 15-501 Hwy, Aberdeen, NC 28315

  Business Response

  Date: 06/25/2025

  Hi Cameron Little,

  Thank you for your message. After reviewing the account, the membership was cancelled as of 06/11/2025 by our third party billing company ABC Fitness Solutions. You will not receive any further billing and with the balance, you will need to handle the balance with 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,

  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
  
  

• Initial Complaint

  Date:05/15/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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 I began my membership on 4/12/2024. I had to have emergency bowl obstruction surgery on 10/5/25. I went to my planet fitness and asked for them to stop my membership due to medical issues and financial hardship due to not being able to work. They wouldn't do it. I asked for them to freeze my membership and they wouldn't do it. Now my bill is $347.15 in which I am unable to pay at this time, and I am still being billed for something I am unable to use at this time. I went to the home gym as requested, and I've done all they kept asking me to do. I just want my member ship stopped or be frozen, so I won't be further in debt.