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:03/06/2025

  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 joined Planet Fitness in January 2025 for my wife and myself. Their website states that the monthly fee per person is *****, and there is an additional yearly enrollment fee. No other recurring fees are stated, and there is no mention anywhere on the website that there is a penalty for cancelling the membership within any stated time period. On March 5, I checked my checking account from which my monthly fees are deducted and saw two $49.00 deductions from Planet Fitness from my account. When I checked the website, it said my monthly fee for March was to be deducted on March 17. I called the business and was told that the $49.00 fees were "maintenance fees" that are deducted every year on March 3. Not only is there no mention of these fees on their website, I received no prior warning of these charges via email before the deductions were made. This caused me to have insufficient funds to cover another automatic payment for a different company. I asked the Planet Fitness *** if I can cancel our memberships over the phone, I was told I needed to do it in person. After ending the call, I received an email stating that they forgot to mention there is a $58.00 "early cancellation fee" even though no mention of this fee is shown on their website. I expect a refund of $98 for the unauthorized "maintenance fees," and I expect to be allowed to cancel our memberships without any early termination fees.I am a US Navy veteran, and rather than an empty "thank you for your service" catchphrase, I would rather they thank me by not ripping me off.

  Business Response

  Date: 03/13/2025

  Hi ******,

  As you mentioned that the website states there is an "additional yearly enrollment fee," the $49 you and your wife were charged was this fee. This is your annual membership fee. The agreement that you signed and that you have access to shows your $49 annual membership fee will be charged once a year on or around March 1st. Since March 1st fell on a Saturday this year, the fee was not deducted for you until Monday the 3rd. The buyout fee is also mentioned on the website. When you selected the Black Card Membership that you did, it showed "12 Month Commitment" which goes into detail when you click on it - "The Commitment length associated with your membership is the minimal number of months you will be billed. If you cancel before this time, you may be subject to a buyout fee. For No Commitment memberships, you may cancel at anytime without paying a fee." This is also in the agreement that you signed as well. We are not able to refund you, but the agent that you spoke with over the phone has already placed a freeze on your monthly dues for March, April and May ($75.15) so you are not going to be charged until June 17th for $25.05. 

  Thank you for your service in the **** Navy. We hope that freezing your membership dues provides you with the support you need.

   Thank you,

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

  Customer Answer

  Date: 03/13/2025

  Complaint: 23028017
  
  I am rejecting this response because: Before filing my complaint, I looked at your website enrollment page. If there is any mention of a yearly enrollment fee charged on or around March 1, it is well hidden in fine print. All that was made obvious was the initial enrollment fee and the monthly dues. It's obvious the yearly fee is made to be easily overlooked in order to entice people into joining. Maybe you are legally covered, but it is still a deceptive business practice. I will make it a point to post as many bad reviews and warnings as I can, and to warn any friends away from supporting your business. As I stated in my complaint, I don't appreciate and can't afford to be taken advantage of, but that is apparently part of your business model. 
  
  Regards,
  
  ****** ******

  Business Response

  Date: 03/13/2025

  Hello ******,

  Please find attached a screenshot of the membership plans as displayed on the Planet Fitness website for your home location in ********, **. The screenshot clearly indicates the "$49 Annual Fee" and options for either a "12 Month Commitment" or "No Commitment," without the need for further clicks. These are our current promotional offerings, which were also featured during your sign-up process.

  We recommend speaking to your home locations Management team for further assistance.

  Thank you,

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

• Initial Complaint

  Date:03/05/2025

  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.

  My nearest gym location is **************************************. Ive tried to cancel my membership because the gym is falling apart and its dirty. In order to cancel my new membership I have to pay extra money I wasnt planning on paying. I added my husband to the membership, but he refuses to use this facility or any other Planet Fitness because all the gyms look unclean. The equipment is broken (including womens bathroom) for weeks and they dont even turn on the ** on cooler weather outside. Furniture such as couches are falling apart too. Thats just ridiculous the gym can get pay monthly and dont care to take care of members. The advertisement on commercials does not reflect the real standards of cleanliness and great customer service. This is clearly false advertisement from Planet Fitness. The employees are all standing doing nothing just hanging out at the front desk. The gym doesnt even have anyone cleaning. I want to get reimburse and exit the membership without penalty fees. I have photos I took because its not getting better.

• Initial Complaint

  Date:03/04/2025

  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 for a NON contract monthly payment . I work as a traveler so Im often not in ******* and not interested in the gym: I noticed theyre charging me 27 per month and 51 yearly for a membership I dont use. I called the home club located at ******************************** to cancel my membership and they tell me I have to come in the home club to cancel, mind you Im in ********! Then they tell me I have to send a certified letter requesting to cancel(that isnt free) The is the most shark type, unprofessional, unethical company EVER!! Now Im calling corporate and dispute this with my bank. Im willing to close the entire account to get away from these felons.

  Business Response

  Date: 03/12/2025

  Hello ********,

  We do not handle Planet Fitness locations in *******, *** 

  We are not able to locate your information in our system along with a membership using the last name, phone number, and email address provided since the location you signed up for in ******* is not within our franchise. Each individual Planet Fitness location is independently owned and operated. This BBB website is specific to our locations that we manage only.
  
  Contacting your home club where the membership was started in ******* would be the most ideal recommendation we can make as they will have access to all of your membership details and payment information. They will be better equipped to assist with processing any cancelations or refund towards the membership.
  

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

• Initial Complaint

  Date:03/01/2025

  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.

  Making it difficult to cancel membership.

  Business Response

  Date: 03/12/2025

  Hello *****,
  
  We attempted to locate your information in our system along with a membership using the last name, phone number, and email address provided. We were unable to locate a membership in our system as any clubs in ********** are outside of our franchise. Each individual Planet Fitness location is independently owned and operated. We assist and service members located within our clubs in **************, *****, ********, ****, ******* and **********
  
  Contacting your home club where the membership was started in ********** would be the most ideal recommendation we can make as they will have access to all of your membership details and payment information. They will be better equipped to assist with processing any cancelations or refund towards the membership.
  
  Thank you,
  
  EXCELFITNESS
  Building communities through fitness
  ************************************************
  *******************************************************
  an independently owned and operated Planet Fitness franchisee with clubs in **, **, **, **, **, **, **

• Initial Complaint

  Date:02/27/2025

  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.

  My parents got me a membership to Planet Fitness in 2/2022. They had to have a checking account number AND a card to do two different transactions at the time of signing up. I used it until 4/2023 because I was having extensive foot surgery and knew it would be a long time until I would be able to work out. I called to cancel in 4/2023. They said they would put a hold on it but I would have to come in. I called again in 5/2023 saying I was having trouble Getting in there and they said they could take care of the cancellation. So I didnt think of it again until my mother said they were still getting charges in 11/2023. Upon which time she stopped the charges from going thru her checking account AND I called and cancelled AGAIN. Because I had to have a checking AND card on file they continued to charge the card, unbeknownst to me and my mother. My mother stays with me for since my surgery And so my father does the banking . we had only mentioned to my father in passing that I had cancelled a long time ago. So when they kept charging on the card he didnt think to mention it. Until they changed their card this month and I get a text out of the blue saying I have a passed due balance for a monthly AND yearly fee and need to pay it! So I confirmed they had been being charged the entire time! I spent 15mins on hold, and 15 mins on the line with a 3rd party billing company who has no authority to cancel membership or give refunds, or deal with disputes. So I call the local gym. The manager, *******, tells me there is no record of me cancelling or freezing my account and that I owe the passed due amounts before they can do anything! I asked for a supervisor or corporate number and she said there is no one above her and that there is no corporate number to call. She told me to go to the bank and declare FRAUD to get my money and I said there is no other way. She directed me to website to put in a complaint. There is NO WHERE to do it or call anywhere!

  Business Response

  Date: 03/12/2025

  Hi Summer,

  We attempted to locate your information in our system along with a membership using the last name, phone number, and email address provided. If your home location is in **********, where the address you provided is, then we are unable to locate a membership in our system as any clubs in ********** are outside of our franchise. Each individual Planet Fitness location is independently owned and operated. We assist and service members located within our clubs in **************, *****, ********, ****, ******* and ********* only.
  
  The website she directed you to is for Excel Fitness, not a general Planet Fitness website. Contacting your home club again where the membership was started would be the most ideal recommendation we can make as they will have access to all of your membership details and payment information. They will be better equipped to assist with processing any cancelations or refund towards the membership.
  
  Thank you,

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

• Initial Complaint

  Date:02/24/2025

  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.

  I have not been to the gym since August 2024. When I was moving I realized that I never canceled and that I had still been charged. (That's my fault) Once I realized this, is when I was charged in December 2024. So I contacted my home club. I was on the phone with a customer service agent who was extremely helpful and nice (so I thought) and after talking to him to explain the situation he informed me that he will take care of it since I was moving. I was on hold for maybe 5-10 minutes and when he got back on the line he informed the membership was canceled and that there were no fees for canceling and that I would no longer be charged. Flash forward to January 2025, I'm charged again. Except this time I get an extra $35 OD fee. I call the location and the new agent states they do not do cancelations over the phone only in person or by mail. Then states he can accept it via email but that there will be no refund since his employee knew that cancelations cannot be done by phone and I have no proof that he told me this. Which this cannot be true, because when I canceled in 2020 it was done via phone and not mail, in person or email. I think these people need more training and need to provide the same information all the way around. I am now out money on a gym membership I cannot use.

  Customer Answer

  Date: 01/30/2025

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

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

• Initial Complaint

  Date:02/21/2025

  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 have been trying to cancel membership for a while now without resolution. All I want is for the membership to be cancelled. They try to debit money and I have none.

  Business Response

  Date: 04/02/2025

  Hi Aridana,

  We looked at your account, and do not see an attempt to cancel your membership just yet. Per agreement, there are two ways to cancel your Planet Fitness membership. To cancel your membership, you must either go into a Planet Fitness location and sign a cancellation document, which you will then be emailed for record automatically. Or you must send in a letter to your home club's address. If you choose to mail a letter, once your home club receives your notification to cancel, they will also send an automatic email upon cancelling your membership for your record.

  We recommend doing so by the 10th of the month to avoid further monthly charges on the 17th. As soon as your membership is cancelled, you will no longer be charged.

  Thank you,

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

• Initial Complaint

  Date:02/19/2025

  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.

  Recently had a transaction attempt about 3 days ago on the 16th in the amount of around $60. My only issue with this is I've had this planet fitness membership since maybe 2021 but have never used it. Since Planet Fitness has my bank on file they can pull whenever and however from my bank. I know my membership was around $20 or so but to see $60 is a bit much and I don't even use the service. The issue with planet fitness is you have to go to the home location to fill out cancellation of a membership however that is no longer possible as I live hours away from that home gym. When calling them I've gotten the same run around. This is a poor business practice and they get to make free money off unused memberships and make it almost impossible to cancel and lock your bank information to their account made for the membership so I'll just get randomly billed for a service I no longer use and have difficulty cancelling due to their cancellation policy

  Business Response

  Date: 02/24/2025

  Hello,

  This member belongs to a franchise location based in *****, so Corporate Clubs cannot respond to this complaint. The address this will need to be referred is ************************************************

  Kind regards,

  **** *******

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

  Business Response

  Date: 03/12/2025

  Date Sent: 2/24/2025 12:18:17 PM
  

  Hello,

  This member belongs to a franchise location based in *****, so Corporate Clubs cannot respond to this complaint. The address this will need to be referred is ************************************************

  Kind regards,

  **** *******

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

• Initial Complaint

  Date:01/31/2025

  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.

  On January 25th, 2025 I reached out to planet fitness stating I would like to cancel my membership. I have not used the membership in over two months due to medical issues. No response for 4 days so I decided to go to the location when I was eventually able to. I then cancelled the membership but I checked my app it says my request wont be effective until 02/16/2025. That would mean I will be getting billed on 02/01/2025 for an annual fee for a gym I will not go to due to my medical issues and not having a timetable on when I will be in physical condition to get into a gym.

  Business Response

  Date: 02/03/2025

  Hello ********,
  
  We attempted to locate your information in our system along with a membership using the last name, phone number, and email address provided. We were unable to locate a membership in our system as any clubs in **** are outside of our franchise. Each individual Planet Fitness location is independently owned and operated. We assist and service members located within our clubs in **************, *****, ********, ****, ******* and **********
  
  Contacting your home club where the membership was started in **** would be the most ideal recommendation we can make as they will have access to all of your membership details and payment information. They will be better equipped to assist with processing any cancelations or refund towards the membership.
  
  Thank you,
  
  EXCELFITNESS
  Building communities through fitness
  ************************************************
  *******************************************************
  an independently owned and operated Planet Fitness franchisee with clubs in **, **, **, **, **, **, **

  Customer Answer

  Date: 02/03/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response guided me in the right direction for a proper resolution.
  
  Regards,
  
  ******** ****** **

• Initial Complaint

  Date:01/28/2025

  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.

  Made my monthly payment through direct deposit. Planet Fitnes said payment was returned. My bank shows paumnet as cleared. I called Excell fitness, PF's Corporate owner. I spoke to a manager. ** showed my payment as returned and their manager said if I showed my bank statement where it cleared they would fix. I immediately sent while on phone with manager. She said that wouldnt work and I'd need a Proof of Payment letter from my bank and she'd fix and return my monthly fee, which I havent gotten any use from. My bank sent her another letter saying the payment cleared on day they took it and has been paid to **'s bank. That was over a month ago. Now, almost two months in they keep taking my payments but I still am not getting to use from my black card memebership which I have paid for. They keep sayin it should be fixed any day now but its been almostt two months and corprorate doesn't seem to care since they already have my money. My family has four black card memberships and we will probably cancel all if they can't get this fixed asap.

  Business Response

  Date: 01/30/2025

  Hi ******,

  We reviewed your membership and your membership is up-to-date. There should not be a balance showing on your account. If there is still a balance showing, please contact Member Support at ************, or email us at *************************************************** so we can assist you directly. We have also waived your monthly dues for February and March ($30.37 on 02/17/2025; $30.37 on 03/17/2025) for the inconvenience. Your next monthly payment of $30.37 will be charged on 04/17/2025. We have attached the *** for this as well for your records.

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