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Business Profile

Fitness Center

Planet Fitness

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fitness Center.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

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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:06/10/2025

    Type:Order 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.
    In December 2023, a Planet Fitness membership was created in my name at the ************, ******* location. I have never lived in or visited *******, and I did not authorize this membership or sign any agreement. The address on the contract was incorrect, and my personal information appears to have been reused from a previous membership I held in another state.After noticing repeated monthly charges on my account from Dec 2023 through May 2024, I contacted the company. A manager confirmed the membership was canceled, but refused to refund the previous charges. This is a case of unauthorized use of my identity and improper contract creation.I have since filed a formal dispute with my bank, but I am requesting full reimbursement directly from the business and filing this complaint to document the issue and encourage proper resolution.

    Customer Answer

    Date: 06/21/2025

    I have not heard from the business in response to my complaint, and they were not helpful when I talked with them originally. 

    Business Response

    Date: 06/27/2025

    ***** ********* has been a Planet Fitness member since 2019. I have attached his original membership agreement along with all other agreements he has completed throughout his history of being a member. As you can see, the original membership was for an ***************** as a classic member (wet signature), then you can see a new contract on 07/29/2022 for a club change to another club located in ****** ***** (esigned). Being as this contract was esigned, we know ***** had executed this change himself via online or through his mobile app. Please note, members create a login for their mobile app and online account; getting a login id and password in order to access features such as club transfers. You can see on 06/29/2023 ***** had upgraded his membership to a black card membership, again esigned being executed through his mobile app or online profile. Then you will see on 12/13/2023 he had transferred his membership to the club in **************************, again being esigned and executed through his mobile app or online profile. It is also to be noted that there is no way for a franchise to transfer members into their franchise from another franchise and can only transfer memberships out. Besides him transferring himself using his log in credentials, the only other option would be his home club in *************** transferring him themselves which still would have nothing to do with our franchise directly. I will also attach, for assurance, the member profile that shows these documents linked to the same member throughout their planet fitness history, which means nothing new was ever created and stemmed from the original sign up in 2019, showing all changes initiated and executed by the member as seen in his esigned contracts. You can also see in his check in history at the ********* club that he was in fact transferred; a process we can not complete within our franchise as again, transferring into a new club can only be done by the member themselves or their current home club (*********). Once we were aware of his concerns we canceled the membership at our club location and we did not give any refund as it was pretty clear that our club/franchise had no part in his membership being created or transferred. This is a mistake by ***** or his previous home club. 

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