Complaints

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

close

Find a Location

Planet Fitness has 100 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Planet Fitness

  1901 W Braker Ln Austin, TX 78758-4088

• 

  Planet Fitness

  3316 Denton Hwy Haltom City, TX 76117-3237

• 

  Planet Fitness

  6605 Forest Hill Dr Ste 200 Forest Hill, TX 76140-1265

• 

  Planet Fitness

  1200 N Main St Ste 100 Euless, TX 76039

• 

  Planet Fitness

  819 E Pioneer Pkwy Arlington, TX 76010-8538

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:11/04/2024

  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.

  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:

  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.

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

• Initial Complaint

  Date:10/15/2024

  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.

  Complaint: 22426195
  
  This is not a rejection, but a response the question asked of me. This amount was for ***** and yes, it's under my wifes name. ****** **********. We had a joint account as I told the manager, but due to health reasons she could not longer continue. I asked to cancel and he cancelled my membership and not hers..which I was then charged again for because he messed up. I would like to come back to the club, but not if I cannot trust them to do the right thing and the manager not to just disregard me.
  Regards,
  
  **** ******

  Business Response

  Date: 10/16/2024

  Hello ****,

  We reviewed your membership and do not see a previous charge of $44. We can take a look at your wife's membership to see if the charge was from that account if you please respond with her first and last name. If you are able to attach a screenshot of the charge as well, that will help us further.

  Thank you,

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

  Business Response

  Date: 11/01/2024

  Hi ****,

  Thank you for responding to our previous message. We were able to locate the charge on your wife's (cancelled) membership. The charge was for $42.22 on 10/01. You will receive the refund within 3-5 business days. We have notated her account just incase you would like to follow up on this refund status. If you have any further questions or concerns, please feel free to contact us so we can assist.

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

  Customer Answer

  Date: 11/01/2024

  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 providing the refund is in fact issued.
  
  Regards,
  
  **** ******

• Initial Complaint

  Date:10/11/2024

  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.

  On March 13th I walked into to the gym and explained to the gentleman that I no longer wished to continue my membership which should be recorded thru a camera and the gentleman assured that the gym membership was cancelled. I believed him and later started receiving text messages stating that my payment could not be processed due to an expired credit card. This has got to be the MOST UNETHITICAL GYM!!! DEL RIO TEXAS GYM Facility manager ******** ******* laughed at me and stated that it was my responsibility to get a cancellation form signed, I trusted the person behind the counter when he told me that that was all that was needed for cancellation.

  Business Response

  Date: 10/14/2024

  Hello *****,

  We are sorry to hear about your experience in *******, *** We are unable to locate a membership in our system as any clubs in that area are outside of our franchise. Each individual Planet Fitness location is independently owned and operated. We assist and service members located within specific 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. If you do need to speak to someone higher, as you already spoke to the club Manager, then you can request to do so with club staff.
  
  Thank you,
  
  EXCELFITNESS
  Building communities through fitness
  ************************************************
  
  *******************************************************
  an independently owned and operated Planet Fitness franchisee
  with clubs in **, **, **, **, **, **, **
  
  
  

• Initial Complaint

  Date:10/08/2024

  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.

  Complaint: 22392806
  
  
  
  I am rejecting this response because:

  Unfortunately Samsung does not have vm messages shown in text format so I am unable to provide a screenshot however I go through every voicemail I receive and have never received one from Planet Fitness i also never received a text message so it's not possible that I opted out of text messages. I have provided a screenshot of every email I have received from Planet Fitness i never recieved any about my parent issue.

  
  
  
  Regards,
  
  
  
  Tania Rivera

  Business Response

  Date: 10/11/2024

  Hello Taniya,

  We have attached screenshots of each attempt that our financial institution, ABC Financial, attempted to reach you. The first attempt was on 05/23/2024 as a text message regarding your 05/17 payment not being drafted. You can see where it notes "SMS Message not sent - flag = N." This shows that you responded NO to receiving all further text messages about your billing. On 05/29, an email was sent to you regarding your 05/17 draft as well at 6:01 AM. And then, a voicemail was left on your phone on 06/03 at 7:52 AM. You can continue to see all attempts highlighted in yellow throughout all three screenshots. The Late Fee Policy is also stated in the signed contract, that if the payment is unsuccessful, a late fee will be charged. 

  Your refund request has been denied as ABC has attempted to contact you after each charge not being drafted properly on the 17th of each month. If you have any further questions, please reach out to your club management team.

  Thank you,

  EXCELFITNESS
  Building communities through fitness
  excelfitness.com
  
  1901 W Braker Lane, Ste 400, Austin, TX 78758
  an independently owned and operated Planet Fitness franchisee
  with clubs in TX, NC, OK, AR, VA, MO, UT
  
  

  Business Response

  Date: 10/14/2024

  Hello Tania,

  We recommend stopping into your home location as they will be able to assist further with any refund requests. Please bring in your screenshot(s) as well.

  Thank you,

  EXCELFITNESS
  Building communities through fitness
  excelfitness.com
  
  1901 W Braker Lane, Ste 400, Austin, TX 78758
  an independently owned and operated Planet Fitness franchisee
  with clubs in TX, NC, OK, AR, VA, MO, UT
  
  

  Customer Answer

  Date: 10/14/2024

  Complaint: 22392806
  
  
  
  I am rejecting this response because:

  I prefer this and any refunds be handled by you directly. My home location has been unhelpful and the manager has been dismissive and has hung up on me while trying to get this sorted out before.
  
  
  
  Regards,
  
  
  
  Tania Rivera

• Initial Complaint

  Date:09/27/2024

  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 has insurance that pays for his gym membership, to add me was 14. *********************************************** July. Due to my knee and back issues we only went one time in July and then called them to let them know please remove the add on ********* Aug and Sept, they charged my card for the full membership amount of ***** equaling ***** without permission. When we originally cancelled the add on, or black card membership around May of 2023, we had used my discover card, but when it was restarted this year, July 2024, my husband used his credit card. Planet Fittness did NOT have authorization to use my card, but also they have charge the whole black card membership not just the add on because my husband, ******* ******* insurance pays for him so not only did they make two unauthorized charges to my Discover card, they are double charging on top of it.This is not the first issue we have had with them but this has gone too far and has become theft The charges were emade on Aug 22nd, 2024 and Sept 24th, 2024

  Business Response

  Date: 09/30/2024

  We are a tire shop not a gym. 

  Business Response

  Date: 10/23/2024

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

• Initial Complaint

  Date:09/23/2024

  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.

  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,
  
  El Bey

  Business Response

  Date: 10/03/2024

  Hello El,

  We are sorry to hear about your experience with Planet Fitness. We understand the frustration of being charged a $15 late fee. As a courtesy, we have waived your monthly payment of $25.05 for 10/17/2024 dues. You will not be charged on 10/17/2024, but are still able to use the facility. As a reminder, your next upcoming charge will be the $49 annual fee on 11/01/2024. We are further looking into this matter regarding the conversation held at the front desk.

  If you have any further questions, please feel free to reach us at *****************************************************************************************************.

  Thank you,

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

• Initial Complaint

  Date:09/17/2024

  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.

  I have been trying to cancel my wifes in my account since July 2024. At that time I went to that place of business was advised by the attendant that I would need to come in the following month in August in order to cancel without having to pay fees. I did this and came in August on my own time and tried to cancel and was again told that I would have to pay another membership month and I would have to wait another month for me to cancel and that I would need need to cancel before September 22 in order to not have any fees. I was also advised That I would not be charged my last month because of the issues of miscommunication from the staff. Today I found that my wifes account and my account were both charged again. I went to the location to make ** would not be charged my last month because of the issues of miscommunication from the staff. Today I found that my wifes account and my account were both charged again. I went to the location to make a complaint and I was not happy. Considering this has been a three month endeavor, and Planet Fitness is giving us the runaround and continue to steal money from my account each month. I spoke with ***** who is the regional manager, who only focused on trying to have me say the problem over and over again to him without him acknowledging or even fixing the issue. He refused to refund the money, therefore he stole our money. ******** ***** was the regional manager, who was too busy the last time getting her nails done to help me. This business location is ridiculous. This regional manager doesnt care and they only want your money.

  Business Response

  Date: 10/03/2024

  Hello Justin,

  We apologize for the frustration and inconvenience. Since we were not provided with your wife's information to look up her membership, we were able to take a look at your membership. The reason why the Club Staff informed you to wait to cancel your membership was because you were in a 12-month commitment until 09/17/2024, which would have required a $58 buyout fee. The cancellation policy states to cancel the membership before the 10th of the month to avoid further monthly charges on the 17th. Since the membership dues withdraw on the 17th, the monthly fee would have been charged like normal on that date, giving you access until 10/16/2024. It looks like the General Manager, Samantha, noted your account that she would waive your $58 buyout fee as a courtesy upon cancellation, which was done on 09/17/2024. We can assure you that you will no longer be charged your membership dues for this membership account. If you would like further review for your wife's membership account, please email us at [email protected] so we can assist.

  Thank you, 

  EXCELFITNESS
  Building communities through fitness
  excelfitness.com

  1901 W Braker Lane, Ste 400, Austin, TX 78758
  an independently owned and operated Planet Fitness franchisee
  with clubs in TX, NC, OK, AR, VA, MO, UT