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:05/14/2025

  Type:Facilities 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 dont understand why you have us paying membership fees if we get any of the new equipment. Our medicine ***** have been broken and not replaced for the last 3 to 4 months. We don't have any ankle cuffs for the cable machines. There should be two or three sets that are to be checked out and give them back to the front desk. All of the attachments for the cable machines are in terrible condition or breaking. The pad For the ***** machine is in terrible shape. This location is not being kept up and I dont understand where our membership fees are going if were not getting anything new and nothing is getting replaced in a timely fashion. It really makes me not wanna go to the gym and it's one of the two options we have in the area the other being the ****. Youre going to start losing a lot of customers if you all dont take care of this location.

  Customer Answer

  Date: 05/06/2025

  ********************************;

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

  Business Response

  Date: 05/15/2025

  Hello ******!
  
  Thank you for contacting us. We have forwarded your message to the Regional Manager of your home location and they will reach out to you soon.

  If you need further assistance, please feel free to contact our Member Support Team at ************.

  Thank you,
  
  EXCELFITNESS
  Building communities through fitness
  ************************************************
  *******************************************************
  an independently owned and operated Planet Fitness franchisee with clubs in **, **, **, **, **, **, **
  
  
  

• Initial Complaint

  Date:05/13/2025

  Type:Service or Repair 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 signed up for a membership in February 2025, and by March of 2025 I had some major health problems develop. I would not be able to use my membership so I reached out to customer service to cancel. I was told that I needed to contact the location that was local to me to cancel. I ended up being hospitalized and while I was in the hospital my account was going to renew and I reached out to the location as directed by customer service. I was told that the only way to cancel was to physically come into the location and fill out a form. They stated that I could not do this online nor could I do this over email. I explained my situation and was not given any other options than this. They were unwilling to work with me and proceeded to charge my card the fee even though I was not physically able to use the membership. I disputed that charge with my bank. I am now receiving notices from Planet Fitness that I owe them $168 and am in collections. I spoke to a very rude girl today named ******* that once again offered me zero assistance. She stated that there is now an option to cancel online but that this was not available at the time of my cancellation. She also stated that there is a signed contract however I will say this to you just as I said to her, if I am in the hospital and cannot physically leave then how am I going to utilize the membership or go into a location to cancel? This is predatory and deceptive and should be illegal. I refuse to pay a dime of this money and will not be taken advantage of simply because Planet Fitness wants to take advantage of consumers. If you stand by your product you wouldnt need to make customers jump through hoops to cancel. This is straight up theft!

• Initial Complaint

  Date:05/07/2025

  Type:Service or Repair 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.

  *** had a membership to Planet Fitness for a little over a year. I called to cancel the membership roughly 6 months ago, and was told it was cancelled. A couple months later, Planet Fitness took $80 out of my account (for a $25 monthly membership). I called again and explained the issue and was told that they dont cancel memberships over the phone, it has to be in person. I asked if they would honor what their employee told me and just cancel the membership. They told me no, i HAD to come in for them to cancel it. So, when I came in after work, the employee told me she couldnt cancel my membership unless i paid another $65. She said she didnt have the ability to cancel my membership without paying the additional money and that i had to come back during regular business hours if i want it cancelledwhich is extremely hard for me because I work long hours. I havent had a chance to get there during those hours since and now they just took another $50 out of my accountand another $115 in between. I havent used the gym in one year, so every dollar they take from me is for nothing. It seems a little bit unethical to continue to take money out of someones bank account when my card isnt even active and i couldnt even use the gym if i wanted to. So essentially, i have no membership but I am paying hundreds of dollars for it, and i only have a small window to cancel it. i would like my membership cancelled without paying to do so and would like a full refund for all of the payments since my SECOND attempt to cancel the membership.

• Initial Complaint

  Date:04/24/2025

  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.

  First and foremost I am a business owner and 100% believe in good customer service. ********************** customer service is the worst. So, let's begin, I have been a member of planet fitness for a while now. I was concerned when I woke up and seen I had an overdue charge on my account, which I 100% paid using a my credit card. I notice again that I had the same charge trying to process again. I always pay on my membership each month. I called my location I normally go to in ************ **. They kept saying they don't see any charge and told me to call member services. I called member services and no one answered. I left a message asking someone to call me back. Someone finally called me back after waiting a week. The customer *** was extremely rude and ignorant. She is telling me about a bill from 2019 at a location I use to attend. I explained to her that I paid a $50 cancellation fee and the front desk ***resentative said everything is taking care off. My reason for the cancellation because at the time I had access to a state of the art gym through my home facility. Fast forward I moved and rejoined planet fitness in 2021. Getting back to the member services *** who was rude and ignorant. Telling me I am trying to do this and do that and she was trying to get me to pay $50 again regarding the 2019 membership that I already paid. First and foremost I like Planet Fitness, however your customer service is garbage and seem like the don't know what the h*** they are doing.. If I pay a cancellation fee and your ***resentative tells me the membership is canceled, then it should be canceled. Second if you have rude, loud and ignorant people working customer service, due to that alone I will be canceling my membership. Again I know a lot of people because I am a business owner who have been taking care of clients in the financial space for years. I will let them know to cancel their memberships as well and take there money to other gyms.

• Initial Complaint

  Date:04/22/2025

  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.

  Went in to the location (Danvers) to fill out the cancellation forms last summer and just realized that they have continued to withdraw the monthly fees!I spoke to a representative at the location yesterday who said he would "try" to cancel going forward and would "leave a sticky note" for the manager.Monthly withdraws from my account are $25.4, so I am requesting a refund for the past 10 months.

  Customer Answer

  Date: 03/31/2025

  Thank you!

  The membership was started in ***************, **, but I moved to MA.  *****/CJ and I went in last summer to the ******* location (************************************************************), filled out the forms, etc. to cancel the membership.  They continued to withdraw funds from my account monthly.

  Best,

  ****

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

   

  Business Response

  Date: 04/08/2025

  Hello, this location is not a part of our franchise. This account belongs to the Planet Fitness Franchise; *********************. We do not own or operate any clubs in the areas mentioned. We would love to help but are unable to access membership information for anyone outside of our franchise. I suggest this case be closed or transferred to the correct location.

• Initial Complaint

  Date:04/22/2025

  Type:Service or Repair 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.

  Just letting you know; you Wi-Fi point at the planet fitness in ***************** is flagged as suspicious. After reviewing the flag notice; I agree.Please have your IT team review. I would be concerned, if they see no error(s) or claim to find no issues.

• Initial Complaint

  Date:04/21/2025

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore 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.

  When signing up. We asked extensive questions to the young man who signed us up. He confirmed all of it with the manager as it appears he was a trainee. One of the MAIN questions we asked was both of us being able to use the entire faculty including the chair and water table. Those were the primary reasons we signed up and chose that location because of the water massage chairs and massage chair. We both have back issues and wanted that specifically. Today we go for our second visit in 4 months and were hit with some fine print and refusal to let my husband use the bed and massage chair. The space was vacant again today like last time. ***** was the first to decline, but Paytons attitude was what really upset us. Please review the camera on how they handled us. ****** said in a nasty tone, after we explained what we were told at signup, we technically dont have to let guest use any of our black card areas! They claim guest only get one free trial but couldnt produce the policy on said free trial. The other staff clearly allow the usage and allowed us to go twice on each machine because it is usually vacant in that area the initial guy who signed us up told me. Its false advertisement used to sell the black card membership, only to email fine print afterwards. The laminated flyer they used to sell it does not stipulate any black card restrictions on guest! No one would buy it if that were the case. I paid fees and membership dues. I would appreciate a refund.

  Customer Answer

  Date: 04/21/2025

  Home gym is located at:******************************************

  Business Response

  Date: 04/22/2025

  Hello *******,

  We apologize for your recent experience. We have forwarded your message to the Regional Manager that oversees your home location to assist further.

  Thank you,

  EXCELFITNESS
  Building communities through fitness
  ************************************************
  *******************************************************
  an independently owned and operated Planet Fitness franchisee with clubs in **, **, **, **, **, **, **
  
  

  Customer Answer

  Date: 04/23/2025

  Complaint: 23227799
  
  I am rejecting this response because: per the email, they have forwarded the complaint to the district manager and I am waiting to hear back. No refund has been issued. Therefore, I do not want the case closed out. 
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:04/20/2025

  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.

  On Jan 30th 2025 I started. Membership at Planet Fitness. I never used the membership and called to cancel. I was told that I had to come in to cancel or do it via certified mail. There was an ice storm so I did not go out that day. A few days later, I went to the gym to cancel. A *** named *** convinced me to put it on hold for 3 months instead. I decided to cancel after a few weeks instead. I went to the gym about March 15th 2025 to completely cancel the membership, explaining to the *** that I just wasnt ready yet. She looked into my account and told me that I had a balance due of $64. She said that they tried to charge my card an annual fee of $49 , but because it wasnt available they charged me an additional fee of $15. I explained to her that I didnt have that, and I shouldnt be charged an annual fee. She said they could not cancel my membership until that $64 was paid. That means they will continue to charge me $25 a month knowing clearly that I made my wishes known that I wanted to cancel the membership. So they have been trying to charge my account under different alias for the $64.First they tried to charge my card under PLANET FITNESS. Then they tried to charge my card under the alias of ABC PLANET FITNESS. My card was charged numerous fees because I blocked them so then they charged under ABC PLANET FITNESS because the other name was blocked. This is deceptive business and I want nothing to do with them. I have since joined another gym and cant afford to pay 2 membership dues. I dont know which name they will try next, but I should not have to close my checking account because of their deceptive tactics to keep me in a membership that I clearly let it be known that I WANTED TO CANCEL.

• Initial Complaint

  Date:04/17/2025

  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.

  Last year in November I went into my Planet fitness gym to cancel my membership. I told the employee I wanted to cancel my membership and she asked for my id and had me sign a form out. After I finished I was told my membership was cancelled and im good to go. However recently I checked my bank statements and saw I was still getting charged for the membership even though I had cancelled. I called in store and spoke with a manger and explained the situation. The manager then proceeded to tell me they had no records in the system of me canceling and that I had no proof of what I was telling them wasnt a lie. I even asked them to check the cameras that day and they said they couldnt do it. So now they said I have to go in store again to cancel and I would NOT be getting a refund for anything I was charged for. I feel like Ive been robbed from this company. I uploaded a document showing the date I checked in to cancel my membership and its the only check in I have of last year since I stopped going to this gym.

• Initial Complaint

  Date:04/17/2025

  Type:Customer Service 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 January 2025 we changed the email address and tried to change local store. They have since been charging for the old membership as well as a new membership. I have 2 accounts and they keep saying they cant close it down. Im being double charged, I was charged also twice for an annual free and because its an old card on the old account they also are charging me an additional $10. Fee monthly. They were absolutely rude and would not help at all. It was them who did the error in the first place.

  Business Response

  Date: 04/22/2025

  Hello *******,

  Thank you for your message. The only membership that is in our system with your name and phone number is a cancelled membership because it was transferred outside of our franchise. We are not able to see which location you transferred this membership to, or see any memberships outside of our system. Unfortunately, you will need to speak with the home location for this matter.

  Thank you,
  
  EXCELFITNESS
  Building communities through fitness
  ************************************************
  *******************************************************
  an independently owned and operated Planet Fitness franchisee with clubs in **, **, **, **, **, **, **