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Business Profile

Gymnasium

Planet Fitness

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Gymnasium.

Complaints

This profile includes complaints for Planet Fitness's headquarters and its corporate-owned locations. To view all corporate locations, see

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Planet Fitness has 100 locations, listed below.

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    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/18/2024

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Called in June 2024 to ask to pause my membership due to pregnancy/health concerns. I then was charged in July 2024 $26.31. When I called, they said we cant refund you, the employee I dealt with originally incorrectly submitted for the pause... but they will pause me now. November 2024 I see another $26.31 charged to my account. I call again and they say 'oh it was only paused for 3 months you had to call and pause it another 3 months' (no one told me that). I am now out over $50 for two charges and have no way of recouping it.

      Business Response

      Date: 12/26/2024

      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: 12/27/2024

      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:12/16/2024

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am submitting a complaint against Planet Fitness for their exploitative cancellation policies, which have caused me significant financial harm and emotional distress during a traumatic period. 2/27/2019: I joined Planet Fitness in ************, ** (ID: ********** during recovery from severe domestic abuse. I believed the gym would help my physical and emotional healing. 5/31/2019: I attempted to cancel my $10/mo membership but was pressured into upgrading to $23.87/mo. Staff claimed it would help my mental health and allow me to bring a friend. Given my vulnerability, I felt manipulated into agreeing. 7/30/2020: I tried again to cancel but was pushed into a 6-month freeze due to COVID-19.After the freeze (Jan 2021Present), my circumstances worsened. I endured homelessness, frequent relocations for safety, and worsening trauma, leaving me unable to navigate their archaic cancellation policies (in-person visits or certified mail). Despite clear attempts to cancel, I was charged monthly fees and annual fees for a service I could not use.Key Charges: Monthly Fees: $23.87/mo from Jan 2021Dec 2024 (48 months) = $1,145.76 Annual Fees: $42.44/yr x 4 years (********) = $169.76 Total Paid for This Period: $1,315.52 Planet Fitness deliberately exploits vulnerable individuals through these policies. Their refusal to honor my repeated cancellation requests, especially when I clearly communicated my struggles, demonstrates predatory intent.Resolution Sought:Immediate cancellation of my membership.A full refund of $1,315.52 for charges incurred from January 2021December 2024.This is not simply a financial issueit is about holding Planet Fitness accountable for policies that exploit individuals during hardship. I communicated my inability to use their services multiple times, yet they continued to trap me into involuntary payments. Their actions have added to my emotional distress and financial instability, and I am requesting a fair resolution.

      Business Response

      Date: 12/26/2024

      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.

      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


    • Initial Complaint

      Date:12/16/2024

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been trying to cancel my planet fitness membership for two months now, and still have not been able to do so. I have sent the cancellation letter, made phone calls, and have had no help. The fact that you sound an alarm when people lift heavier is ridiculous. To change your home gym is also a nightmare, why can't you just do this on the app? Took me literally a month to figure that out, this gym is wonderfully inefficient. I am seeking the cancellation of my membership, and a removal of the early-termination buyout fee.

      Business Response

      Date: 01/08/2025

      Hi Beau,

      Your home location received your cancellation letter and cancelled your membership as requested with the last bill date being 12/17/2024. If you have any further questions, please feel free to reach 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 **, **, **, **, **, **, **

    • Initial Complaint

      Date:12/09/2024

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I canceled my membership, February 2024. They continue to charge Me through my state employees credit union accounteach month. They said that I didn't cancel. I came in in January 2024 and in February the lady that was working at the front desk told me I was canceled and I was good. I did not need to sign anything

      Business Response

      Date: 12/12/2024

      Hello ***,

      We have received your message. Since there is not a cancellation document on file, or notes on the account, we are not able to process a refund. The club requires written notice to cancel a membership. This process of cancelling your membership is outlined in the signed agreement. A cancellation document would have needed to be signed at the front desk, or a letter sent via mail to the clubs address.

      Your membership was cancelled on 12/09/2024, so we can assure you will not be charged for this membership again. If you have any further questions or concerns, please reach out to the home locations management team.

      Thank you,

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

    • Initial Complaint

      Date:12/09/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Planet fitness denied me access to the club even though membership is active stating I owe them money. I have been stopped 3 times and I have only been a member less than 2 months.

      Business Response

      Date: 12/12/2024

      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 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:12/04/2024

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On March 16, 2023, my wife and I visited Planet Fitness in Leander, to cancel both of our memberships in person. While my membership was successfully canceled, my wife's was not, despite following the same process for both.Since then, I have made multiple attempts to resolve this issue directly with the gym, but they have been unwilling to assist. I specifically requested to speak with their financial advisor responsible for account credits, but my request was denied.This has been an ongoing frustration, as we fulfilled our obligation to cancel in person and assumed both memberships were terminated. Additionally, the records will show that my wife's membership has not been used since the cancellation date, further confirming our intent to end both accounts.I am requesting that the gym issue a refund for the charges incurred after March 16, 2023. I believe this is a reasonable resolution, given that we complied with all required steps to cancel.Thank you for your attention to this matter. I look forward to a prompt resolution.

      Business Response

      Date: 12/12/2024

      Hello ******,

      We apologize for the frustration. We have investigated the matter and your wife does qualify for a refund. We will reach out to you via email to inform you of the approved refund amount.
       
      Thank you,

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

      Customer Answer

      Date: 12/12/2024

      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:11/27/2024

      Type:Facilities Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have a membership with Planet Fitness.Whenever I use their gym, I need to shower after and go directly to ********** they claim they have no hot water available. This is the 5th or 6th time this has occurred. I personally believe they just dont want people taking showers and just turn the hot water off otherwise they would have had it fixed the other times they claimed the hot water was not working. I also plan to file a complaint with the **********************, the *****************,( its a safety issue) and with their corporate headquarters. This is ridiculous, people pay good money for these memberships and being able to shower is expected.

      Business Response

      Date: 12/12/2024

      Hello *****,

      We are sorry to hear about the hot water issue at your Planet Fitness location. We forwarded your message to their upper Management Team to investigate further. We hope this issue is resolved quickly for all of our Euless members. Please feel free to email us at ***************************************************** with any further questions or concerns so we can assist promptly. 

      Thank you,

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

    • Initial Complaint

      Date:11/12/2024

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      They are attempting to charge me an additional fee. They did not make reasonable accommodations to notify me of these payments that meet ADA ***********

      Business Response

      Date: 11/13/2024

      Hello *******,

      Please see the attached screenshot of all attempts made by *** via text message regarding a problem with your payment. Please also see the attached screenshot of your contract highlighted in yellow, "In accordance with applicable law, if our first attempt to collect any fee under this Agreement is unsuccessful, we may make additional attempts to collect from any/all payment methods you provide us, plus a service fee of up to $25." Since your late fee was already waived, there are no further steps needed. If you do wish for additional assistance, please contact your home locations Club Manager.

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

      Business Response

      Date: 11/13/2024

      Hello *******, 

      Thank you for your message. Please see the attached screenshot of all attempts made by *** via SMS Text Message regarding the problem with your payment on 10/17/2024.Please also see the screenshot of the Late Fee Policy highlighted in yellow from your contract stating "In accordance with applicable law, if our first attempt to collect any fee under this Agreement is unsuccessful, we may make additional attempts to collect from any/all payment methods you provide us, plus a service fee of up to $25." Since the late fee was already waived from your membership, there are no further steps needed. If you still wish for further assistance, please contact your home locations Club Management team.

      Thank you,

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

    • Initial Complaint

      Date:11/04/2024

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was contacted by planet fitness from ******* on October 31st about an incident on October 25th there was a manager on site that couldve come forward about any issue that occurred instead they waited days later to contact about it. Accused me of a violation that didnt happen. Claimed I was doing some funny act when all it was is a lady in the hydro room went on about having shoulder pain and I helped her out thats its. The manager called and didnt let me explain instead accused and said thats not what happened he needs to rewatch the video clip. He canceled my membership and sign my part without even noticing me or asking me to come inside to resolve/sign it ,my bank was charged a fee and I want the refund due to lack of communication on their end I would be fine with the fee if I know I did anything wrong but he went out of line and just did everything without notice

      Business Response

      Date: 11/04/2024

      Hello ******,

      Since your membership was cancelled due to an incident, we have forwarded your message to the Management team that oversees that Planet Fitness location. If you would like an update on the status, please contact Member Support at **************.

      Thank you,


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

    • Initial Complaint

      Date:10/25/2024

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Planet fitness selects the day that they take money out of your account, not giving customers the ability to choose their own pay date nor do they give them the ability to modify this on any website or application. Even if you are not under contract, ************* and Planet Fitness will refuse to issue any refunds of mistaken charges of late fees, return charges, and membership fees when you cancel. They failed to advise any information about fees due to canceling. I was not under an active contract with Planet Fitness. I had the money for my membership available in my banking account. I checked October 18 and it showed that they had already charged my membership amount, however October 22 was issued a text message stating that my payment go through Checking my account. I see that there are more than enough funds to cover it and think that this is a mistake October 24 I charge my membership plus an additional $15 late fee however I call and argued that I was not late and the funds have been in the entire time , they state that they will not issue a refund of the mistaken late fee having to deal with this on a month-to-month basis now for over six months I inquired to cancel they say that they can do so over the phone. He tells me that he is now canceled my membership Inquiry about my refund which I was told that I could not get one even though I canceled my membership.

      Business Response

      Date: 11/01/2024

      Hi *******,

      Thank you for reaching out. We apologize for the frustration. We processed your refund of $43.46 today, 11/01/2024. This refund will go back to the card that was charged. You will receive this refund within 3-5 business days. We notated your account just incase you would like to follow up on the refund status. If you have any further questions or concerns, please feel free to give us a call so we can assist.

      Thank you,

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

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