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

Customer Complaints Summary

195 total complaints in the last 3 years.
99 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.

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 **, **, **, **, **, **, **
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.
Deceptive and irregular pricing policies.This business advertises one price and then charges a different price for the same product if you will not provide checking account information. They try to caveat advertising which I believe they feel it allows them to do what they want. Bottom line they try and charge you differently than they advertised. I understand prices go up and fees could be added, but these should be straightforward, put in writing, and not conditional to turning over personal checking information.After being a member for two+ years, this business is changing pricing for payments in full in lieu of monthly withdrawals from a checking account that must be loaded with preauthorized approval to charge.They are trying to charge a 'listed' totally separate charge with no information provided what you are actually paying for and it does not match their advertised pricing. No one in the gym can explain why, you call their customer service # provided and they tell you the price is incorrect, to go to the gym and talk to a manager. Manager is less helpful and cannot explain the pricing either. I am being told "it is just correct becasue that is what the screen says". However, no explanation of why it is different than their advertised prices, what are fees, it is monthly charge? The only difference appears to be PF's desire to be able to bill a checking account at their will vs paying the full price upfront. Managment says it includes start up fee which should be wrong as I am a member, but startup fee is blank on their screen. So who can tell me what it is for and why?!After researching this on BBB, there are several billing complaints logged against Planet Fitness at large and think they need to explain their policies and match what they advertise.More importantly, inform their management and employees what they are doing and what the logic is so they can convey that to paying customers.
Business Response
Date: 02/10/2025
Hello ******,
We were not able to locate your Planet Fitness membership by name, phone number, or email address. Unfortunately, we are not able to review the charges you are referring to without locating your membership. Each individual Planet Fitness location is independently owned and operated. Contacting your home club 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 **, **, **, **, **, **, **

Customer Answer
Date: 02/11/2025
Complaint: 22868102

I am rejecting this response because: This did not address the problem of the pricing, I was not looking for a cancellation or a refund. My complaint is how their advertising is misleading, and they will not honor their advertised prices AT THE ***** CLUBS. Why not? And what is the structure of the total price they are quoting me to renew. $277 plus tax ($302) for the year. Where does that come from, and what monthly rate? Or credit card fee to pay for 12 months in advance?
I have tried several times to go to the local club since that is where the problem lies, and no one there can explain why they won't honor their advertisements or what is the structure of the pricing they are quoting me to pay in full (the commitment they seem to want costs me more when they advertise it will cost less).
For some reason the phone # on the form is in correct. It looks like it adjusted one number to the right due to country code being included for some reason. The correct # is ************. Also, the account is under my Middle name ** ********.

Regards,

****** TJ ********
Business Response
Date: 02/17/2025
Hello ******,
We understand your message is regarding pricing. Unfortunately, without us being able to look at your membership history or dues specifically and compare those to the advertisement you are referring to, we are not able to assist. This is why we recommended you stop into your home location for further review. You are more than welcome to speak with their management team to seek a higher point of contact, but we are not able to assist this matter.
Thank you,
EXCELFITNESS
Building communities through fitness
************************************************
*******************************************************
an independently owned and operated Planet Fitness franchisee with clubs in **, **, **, **, **, **, **

Customer Answer
Date: 02/18/2025
Complaint: 22868102

I am rejecting this response because: We can close this, and just leave it as a complaint. The response just strengthens my complaint on their process for pricing and the problem with getting answers and assistance at a club or outside of an actual franchise location.
For the third time..I have worked with two of my local clubs to include their management and they cannot assist me or answer questions, they point me to the corporate "help" which has been no help. We are now ins a do-loop of frustration and I do not wish to continue to waste my time.
Very poor business process but it is what it is, so I am fine with not pursuing this complaint for any action, they do not seem willing to help at any level, and just leave the information for others to make a choice to use or not to use this business. If they just by their advertisements, or explain why they dont, either solution would be fine, but they cant seem to do either so I will just move on to other choices.

****** TJ ********
Initial Complaint
Date:01/23/2025
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 son and I was member of the Planet Fitness center in **********, **. I mailed a letter at the end of October per their policy to cancel membership since i was not able to physically visit the Fitness Center. I am still being charged a monthly fee of $20. I would like to be refunded the amount that was taken out of my account since October.
Business Response
Date: 01/27/2025
We understand the customer's frustrations; however, this complaint seems intended for Planet Fitness, not Fetch Package. If there's anything we can assist with, please let us know.
Business Response
Date: 01/30/2025
Hi *********,
We received your message regarding your Planet Fitness membership in **********, **. Your membership is still open as the club never received your cancellation letter. If you have a receipt of sending your cancellation letter with a date posted, we would be able to initiate your refund request. Without that, we are not able to process a refund. There is a balance on your account from *********, so we are not able to process a cancellation. We were not able to review your son's membership as his information was not provided in your message. We do recommend going into the facility to cancel your membership by 02/10/2025 to avoid further monthly charges.
If you have any questions, please contact Member Support at ************, or email us at *************************************************** so we can assist you directly.
T**** you,
EXCELFITNESS
Building communities through fitness
************************************************
*******************************************************
an independently owned and operated Planet Fitness franchisee with clubs in **, **, **, **, **, **, **
Initial Complaint
Date:01/22/2025
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 opened an account with ********************** (PF) Rocky Mount around March of 2023. I opened it due to a promotion for a free Amazon Halo Smart Watch. I went to the gym daily for about 2 months until I was ultimately informed by their corporation that I wouldn't be receiving the watch due to a change in ****** contract. (This was after being told I would for about a month). I was told as an exception my account would be canceled and at that time I don't recall any additional charges and I stopped going to the gym immediately. Fast forward to August 2024 I consider rejoining the gym and am told that the membership is still open and there's a $500 balance due to non payment. I speak to not only my local gym (where I'm told by ***** the Assistant mgr to speak to the ** who is conveniently on maternity leave). I call the corporate billing (***) and also corporate. I finally speak to ***** and am told that the fees will stop and we're resolved. I don't see anymore charges or us the the club...until January 2025 where I'm alerted that not only am I still being charged, but that the membership never ended and there is an even heftier balance due. I am given the run around again. I finally talk to ******** at corporate that states the ** told him by phone the membership would be canceled, but during the time we spoke it still had not been done, so he submitted the request and sent me a screenshot, but also said that the balance would have to be addressed at a later date and would go to collections. This is totally unacceptable and could affect my credit due to bad business practices. I would like the issue reviewed and escalated...it seems beyond predatory. Additional documentation available upon request.
Business Response
Date: 01/30/2025
Hi ******,
We reviewed your membership and can confirm your membership was cancelled on 01/22/2025 upon speaking with ********. With your membership being cancelled, you will not receive any further monthly charges for this membership. Your balance of $519.55 has remained the same since 08/21/2024.
We see that you spoke with ***** on 09/11/2024, and he offered to waive all fees from 2023, and all late fees from 2024 to bring the balance down to $199.30 to which you declined. He also placed a three month freeze on the account to help you catch up with this balance, so you were not charged from 09/17/2024-12/17/2024, but did inform you that you will need to go into the club to cancel your membership so you no longer receive further monthly charges. Since you did not cancel the membership, the fees started drafting like normal per agreement on 01/17/2025 again.
We can still offer bringing your balance down from $519.55 to $199.30, as this balance is owed. If you would like us to do this, you can email us at **************************************************** or call us at ************ so we can assist. If no response is given, the balance of $519.55 will remain on the account. In the instance that you would like to continue having a Planet Fitness membership, this balance will need to be resolved prior.
Thank you,
EXCELFITNESS
Building communities through fitness
************************************************
*******************************************************
an independently owned and operated Planet Fitness franchisee with clubs in **, **, **, **, **, **, **

Customer Answer
Date: 01/31/2025
Complaint: 22844760

I am rejecting this response because:
I did speak with ***** and he did offer settlement. I did tell him this was a step in the right direction. (So, yes I will take that as a starting point). However, the membership should have been canceled in 2023. At most, I have been told by multiple agents that it should have only charged 3 months which would be around $75. I will accept that as a resolution. However, it really should have been resolved soon...as ******** can attest, even when he spoke to the club they did not follow through on the cancelation request.
I did go back to the club after speaking to ***** and was referred to the ** by *****...I reached out to her but was told she was on maternity leave for an unspecified time...thus leaving my issue still unresolved.
Leaving the balance above $200 is over 10 months of fees...which is unacceptable since the membership should have been canceled due to false advertisement and contract default. (I joined under the false pretense of receiving the Amazon Halo). I even offered to accept additional compensation in luie of this but was denied, and was thus offered a cancelation.
Hope this helps clarify and I look forward to further insight.

Regards,

****** ******
Business Response
Date: 02/03/2025
Hi ******,
We escalated the matter and forwarded your message to the Regional Manager this morning. He was unable to reach you via phone or leave a voicemail. He sent you an email that you can respond directly to.
If you have any further questions, please contact Member Support at ************, or email us 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: 02/08/2025
Complaint: 22844760

I am rejecting this response because:
I do not see requested contact. Is he able to reach out again. Not sure why I wouldn't have gotten the info.
Do you know what he is offering?

Regards,

****** ******
Initial Complaint
Date:01/13/2025
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.
The air quality at this gym is terrible. The gym needs better ventilation, to check for mold, do a general air quality test, and keep up better with dusting and maintaining sanitization standards as a whole. This has been a problem at many planet fitnesses I've been to but it's especially bad at ratyown planet fitness.
Business Response
Date: 01/13/2025
Hello Cherish,

We received your message regarding the air quality of the gym's you have visited. We apologize for this issue. We are independently owned and only take care of specific locations. We do not handle locations in or around *******, ** so unfortunately our best recommendation would be for you to contact your home locations Management team as they will be able to escalate this issue further.
Thank you,
EXCELFITNESS
Building communities through fitness
************************************************
*******************************************************
an independently owned and operated Planet Fitness franchisee
Initial Complaint
Date:01/08/2025
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.
Cancelled planet fitness membership on December 20. Was charged annual fee on January 3 even though the website states that if you cancel by the 25th the month prior you will not be charged. Was charged anyway.
Business Response
Date: 01/13/2025
Hello ********,
That is correct. As long as your membership is cancelled with a signature by the 25th, you will not be charged your annual fee. We attempted to locate your name, phone number, and email address in our system but are not able to locate a membership. We are sending you an email from our Help inbox to further assist you on this matter. Please respond to that email when you receive. For a faster response, please feel free to contact Member Support at ************* to connect with a live agent.
Thank you,
EXCELFITNESS
Building communities through fitness
************************************************
*******************************************************
an independently owned and operated Planet Fitness franchisee with clubs in **, **, **, **, **, **, **
Initial Complaint
Date:01/06/2025
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.
In November 2024 I called Planet Fitness regarding their cancellation policy. I was told that I could cancel in person or by mail. In November 2024 I sent a letter to Plant Fitness requesting to cancel my subscription. As a follow up, I called to confirm the cancellation. I was told that the manager handled cancellations and was told that the manager was not there. I left my phone number but no one has ever responded. The reason I canceled was because I never used the subscription. Also I was having surgery and needed to conserve my expenses. Planet Fitness has ignored the letter and has never responded to my request for a callback.
Business Response
Date: 01/08/2025
Hi ******,
We have forwarded your message to your home club's upper management team to assist.
Thank you,
EXCELFITNESS
Building communities through fitness
************************************************
*******************************************************
an independently owned and operated Planet Fitness franchisee with clubs in **, **, **, **, **, **, **
Initial Complaint
Date:12/20/2024
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 husband and I are member of Texas Family Fitness. Planet Fitness acquired the gym and the first notice we received was on 12/17. We have called the call center everyday since this notice and have been given a different story on this transition, billing, membership options. We had to go to the location itself, and their computers have been down everyday. They have a special offer for current *** member to sign up at a rate less than their normal rate but the offer expires. However, neither the location or call center can help or offer any options. Not sure how this isnt false advertising by making a time limited offer but not allowing current customers to take advantage of it. Feels like CFPB might also be interested as this appear to be a disceptive practice.We are good standing customers on auto pay and are just trying to transition while will result in an increase in cost but we want all the benefits. Right now it appears we will have to pay regardless even though our experience is limited.
Business Response
Date: 01/02/2025
Hello Ms. **************** apologize for the frustration. Unfortunately, the system migration took longer than expected converting all Texas Family Fitness members into our system, which could be why the locations computers were down at the time you visited. All systems are up and running, so we do recommend stopping into the location to speak with a representative about your membership options and choosing the best plan for you.
If you have any further questions or concerns, please feel free to contact us 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 **, **, **, **, **, **, **

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Planet Fitness is NOT a BBB Accredited Business.