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 131 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

  55 Jewelers Park Dr Ste 500 Neenah, WI 54956-0003

  
• 

  Planet Fitness

  2311 W Broadway Monona, WI 53713-3723

  
• 

  Planet Fitness

  2700 W College Ave Grand Chute, WI 54914-2918

  
• 

  Planet Fitness

  N89W16899 Appleton Ave Menomonee Falls, WI 53051-2038

  
• 

  Planet Fitness

  10101 Market St Ste C060 Rothschild, WI 54474-7960

  

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:07/01/2025

  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.

  My daughter signed a contract on April 3 2025 which charged my card $7.90. Then beginning on April 17th, my card would be charged $15.00 per month until the membership would be canceled. On April 22nd I was charged $15.00, on May 20th I was charged $15.00, June 5th I was charged $49.00 and again on June 24th $30.00. I made my daughter cancel her membership on June 24th . I want my $30.00 back. If you feel that you deserve an annual fee of $49.00 for a couple months of membership, so be it but the $30.00 was wrongfully charged and I want my money back.

  

  Business Response

  Date: 07/01/2025

  In response to complaint ID: ********

  We have reviewed the consumer's account, including the signed membership agreement and detailed billing history. 

  Per the agreement signed on April 3, 2025, the account is subject to monthly dues, an annual fee, and late fees in the event of declined or missed payments. The $30.00 referenced by the consumer consists of two separate $15.00 late fees, assessed automatically in accordance with the membership terms following unsuccessful payment attempts.

  These charges were not applied in error but were the result of past due balances. While we understand the concern, all billing activity including the monthly dues, annual fee, and late fees was completed in accordance with the membership agreement.

  As such, no refund will be issued. A copy of the signed agreement and invoice history has been attached for reference.

• Initial Complaint

  Date:06/29/2025

  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.

  I received an email saying that if I rejoined by June 30th 2025 my balance would be forgiven and I could join for a dollar. I went in to the Novi Planet Fitness on June ******* at approximately 2 pm and was told that my balance is $300 and is too high to forgive. I was also told I could call the manager the next day June 30th to discuss my balance.The email didn't say anything about having a maximum forgivable balance.

  

  Business Response

  Date: 06/30/2025

  In response to complaint ID: ********

  Unfortunately, we were not able to locate the consumer's account with the information provided.

  The address the consumer listed, *********************************, does not appear to be near any club locations that we own or operate. While we do own one location in **************, our franchise did not offer this particular promotion during the time frame in question.

  Thanks, 

• Initial Complaint

  Date:06/26/2025

  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 am a 62 year old woman that had a massive heart attack and multiple strokes on March 14 of 2024 I have Aphasia I was a member of planet fitness and wile I was home disabled Planet fitness called to collect and I asked to cancel my membership because I couldnt afford it and I explained that I wasnt able to use the gym I am recuperating and I am back at work and As soon as my direct deposit started to be deposited on my *********** checking account ********************** started to charge me again I started to dream of getting to exercise and getting stronger I just got a car and when back to the Gym to find out that I I have to pay For January,February,March and April with extra charges for late fees I explained that I was on disability and wasnt able to exercise at all but The manager doesnt care I dont think that is right to take advantage especially because I was on a month to month basis why they kept charging if it was no money on the account?

  

  Business Response

  Date: 06/30/2025

  In response to complaint ID: ********

  Unfortunately, we were not able to locate the consumer's account with the information provided.

  Given the address the consumer listed, which is ***************************************, it is most likely associated with a different franchise. We do not own or operate any locations in ************

  
  Thank you, 

• Initial Complaint

  Date:06/25/2025

  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 canceled my planet fitness membership on 06/16/2025, they had failed to inform me of theur canclation fee, i filed a claim with my bank and they gave the money back, but on the 24th they charged me my monthly fee that i was originally refunded, and a late fee even though i cancled my account before my due date, this was done by a employee after he heard i had got my money back

  

  Business Response

  Date: 07/01/2025

  In response to Complaint ID: ********

  We have reviewed the account and can confirm that all billing was completed in accordance with the membership agreement (attached for reference).

  The consumer cancelled their membership during the drafting phase. Because the cancellation was submitted less than 7 days prior to the billing date, the charge was still valid and due. A late fee was also applied by our system in accordance with Planet Fitness policy.

  As outlined in the agreement, charges that fall within the 7-day cancellation window remain the responsibility of the account holder. For this reason, we will not be issuing a refund for these charges.

  Thank you, 

• Initial Complaint

  Date:06/24/2025

  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.

  I have attempted to transfer my membership home club, as well as cancel through the planet fitness website and consistently get errors. I called my home club as well as talked to people at the one now closest to me and nothing has been done to resolve this. When I call my home club they tell me I have to do it through the app and there is nothing else they can do about it but the website says to call the home club. I want out of my membership effective immediately.

  

  Business Response

  Date: 06/27/2025

  In response to Complaint ID ********

  To cancel a membership, the consumer has the option of doing so in person, by sending a letter to their home club, or online.

  Unfortunately, we were unable to locate this consumers account using the information provided, and therefore could not process a courtesy cancellation at this time.

  We would be happy to complete a courtesy cancellation if follow-up information is provided that allows us to locate the account. 

  Thank you.

• Initial Complaint

  Date:06/20/2025

  Type:Product 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 has been taken money from my bank account and cash app totaling $486 since 2024. I have contacted their corporate office, sent emails, called the local office thats closest to me and they confirmed I have never used their service. I spoke to ******* at Planet Fitness in ********* tonight and he said he didnt know what to do because he was new and the manager wouldnt be back until next week. This is my 7th attempt to contact them. No one from there will help me! I want my money back and them to STOP taking money from my account. They have caused my account to be overdrawn several times causing overdraft fees and late fees for taking money in place of my payment for another company because the money was gone! I have never used their service and I have never been in their business this is theft and if I have to sue them I will

  

  Business Response

  Date: 06/30/2025

  In response to complaint ID: ********

  The consumers account has been canceled and all fees have been waived. They have been emailed a copy of the cancellation document. No further charges will be made.

  Please note that to cancel a membership, the consumer has the option to do so in person, by sending a letter to their home club, or online. Unfortunately, we will not be issuing a refund for any fees due to attempts to cancel not being within policy.

  If you need any further assistance, please let us know.

  Thank you, 

• Initial Complaint

  Date:06/19/2025

  Type:Product 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 enrolled in a $1 trial membership with the option to cancel at any time on May 5, 2025. After trying the service for one day, I submitted a written cancellation notice via **** in accordance with Planet Fitness stated policy. **** tracking number ********************************** confirms that the letter was delivered on May 8, 2025.I followed up with a phone call on May 14, 2025, and was informed by a Planet Fitness representative that my cancellation letter had been received and that my membership would be canceled accordingly. Despite this, I was charged $25.35 on May 19, 2025, because the cancellation was incorrectly processed with an end date of June 16, 2025.Given that I followed all required procedures for cancellation in a timely manner, I respectfully request a full refund of the $25.35 charge. I have also attempted to resolve this issue directly with staff members at the location, but unfortunately, I have not received any assistance.Thank you for your prompt attention to this matter. I would appreciate a resolution as soon as possible.

  

  Business Response

  Date: 06/30/2025

  In response to complaint ID: ********

  It appears that this consumers membership was held outside of our franchise. 

  Unfortunately, we will not be able to assist with this concern, and they will need to be directed to the home location. 

  Thanks, 

• Initial Complaint

  Date:06/18/2025

  Type:Order 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.

  Starting on Apr. 18, 2022, I had gotten a Planet Fitness (PF) membership in hopes of losing weight and getting more fit, after switching from my previous gym at the time, EOS. However, after a few months, I wanted to end my membership with ** since I did not agree with some of their policies.However, after a few weeks of emailing and calling the location I was originally going to be at, I thought that they would cancel my membership since I had made it clear that it would not work for me.Since then, ** has been taking money out of my bank account, since April 18, 2022, even after numerous requests to end the membership. This total comes out to $1,056.34 in three years, and is something that has been increasing since the membership started.Additionally, PF had been unhelpful in responses, and had essentially ignored me when I tried to cancel my membership these numerous times, and I believe its malpractice that they are able to continue this with, not just myself, but countless others.Lastly, especially since the Click-To-Cancel rule was established by President *** ***** and the ************************, finalized in October of 2024, there have been no attempts by ** to institute this policy change, an act that could be taken to court over since it is now an official ruling.I am looking to seek a full refund, in total of $1,056.34, and a full cancellation of my PF account, as to not pay PF any more money that they do not need.

  

  Business Response

  Date: 06/25/2025

  In response to Complaint ID 23488619

  To cancel a membership, the consumer has the option of doing so in person, by sending a letter to their home club, or online.

  Unfortunately, we were unable to locate this consumer’s account using the information provided, and therefore could not process a courtesy cancellation at this time.

  We would be happy to complete a courtesy cancellation if follow-up information is provided that allows us to locate the account.

  Thank you.

• Initial Complaint

  Date:06/17/2025

  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.

  I am filing this complaint because Planet Fitness has made it unnecessarily difficultif not impossibleto cancel my membership, despite the fact that they have successfully withdrawn all of the money they claim is unpaid. I have not used my membership in several years, yet they continue to bill me and block all cancellation attempts, claiming I have an outstanding balance. This is completely false.Although some of their earlier billing attempts may have bounced due to insufficient funds, every single one of those charges eventually cleared. As soon as money became available in my account, ********************** was able to withdraw the funds. I have overdraft and bank statements that clearly show this, yet their system continues to show these charges as unpaid. Ive explained this to staff at my home club, and *** asked repeatedly for them to fix the billing error and cancel my membership, but they have refused.Ive followed their rules. I attempted to cancel in person and offered to pay any valid remaining balance, but I was told I couldnt cancel because my account showed unpaid dues. Thats simply not true, and I have the bank records to prove it. The fact that Planet Fitness doesnt have a reliable or updated billing systemand refuses to accept corrections even with evidenceis unethical.This experience has caused me financial stress, especially when these charges caused my account to overdraft. It has also caused emotional frustration, as I feel trapped in a contract for a service I no longer use, with no way out. They do not offer cancellation online or by phone, and their in-person process is deliberately difficult, especially for someone who may no longer live near the home club.I am asking for the following:1.Full and immediate cancellation of my membership.2.Written confirmation that my account has been closed and no balance is owed.3.Assurance that no further billing attempts will be made, now or in the future.

  

  Business Response

  Date: 06/30/2025

  In response to complaint ID: 23482207

  The consumer’s account has been canceled and all fees have been waived.

  They have been emailed a copy of the cancellation document. No further charges will be made.

  Thank you, 

  Customer Answer

  Date: 06/30/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23482207, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  Nicole Jordine
  

• Initial Complaint

  Date:06/16/2025

  Type:Product 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.

  I cancelled my gym membership on February 9, which is before the cut-off to be charged for that month's membership cost. The person who completed the paperwork at my local gym didn't input a date correctly, so I was charged anyway. When I called my local gym in early March, they submitted a refund request on my behalf and informed me it would take about 10 business days. It's currently June 16 and I still haven't gotten my refund. I've called my gym weekly since early March for an update and they keep saying my refund is waiting on secondary approval from some higher up. Regardless of the error done on the paperwork or the information timeframe provided by my local gym, I shouldn't have to wait this long for a company to refund me. I shouldn't have been charged to begin with as I completed the process correctly. I'm finally turning to the BBB in hopes that someone in the corporate office can actually get some eyes on this and have my refund processed ASAP. I'm really frustrated by this whole process and I'm tired of calling my local gym weekly.

  

  Business Response

  Date: 06/29/2025

  In response to complaint ID: 23475871

  
  We appreciate the opportunity to respond to this matter.

  After reviewing the account in question, we can confirm that the consumer’s refund has been approved and is currently being processed. The refund should be returned to the consumer within the next 2–3 business days.

  It looks like this issue started due to a paperwork error during the cancellation at the consumer’s local gym, which led to an unintended charge. A refund request was submitted back in March, but unfortunately, there were delays in getting it fully processed. We understand why the consumer is frustrated, and we agree that it shouldn’t have taken this long.

  We’re committed to making sure this is resolved and appreciate the consumer’s patience. If there are any further concerns, we’re happy to assist.

  Sincerely,

  Customer Answer

  Date: 06/29/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23475871, and find that this resolution is satisfactory to me.  I appreciate the staff at the Council Bluffs Planet Fitness for being so kind and understanding to me!
  
  
  
  Regards,
  
  
  
  Kimberly Vilhauer