Complaints

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

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  Planet Fitness

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

  
• 

  Planet Fitness

  3415 Custer St Manitowoc, WI 54220-4324

  
• 

  Planet Fitness

  1083 E Johnson St Fond du Lac, WI 54935-8919

  
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  Planet Fitness

  709 E Capitol Dr Milwaukee, WI 53212-1307

  
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  Planet Fitness

  7459 W Good Hope Rd Milwaukee, WI 53223-4618

  

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:06/24/2024

  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.

  Business continued to charge me after I was told my request for membership cancelation went through. Now the manager will not refund me my money for over a year of un agreed to charges. Club manager was very condescending and rude and she is also now ignoring my communication via email.I want this matter resolved

  

  Business Response

  Date: 07/03/2024

  Hello-

  in response to complaint ********, Unfortunately after review we did not receive any type of cancellation documentation from the consumer. In order to cancel their membership they would need to cancel in accordance to their agreement which is in person or by mail. We did complete a courtesy cancel on June 10th, 2024 but unfortunately a refund will not be issued. 

  Thank you, 

• Initial Complaint

  Date:06/20/2024

  Type:Sales and Advertising 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 called in to cancel my membership & was told it had to be done in person. I went into the business talk to the front Rodnecka canceled my membership clarified with her that there are no pending charges no extra or outstanding charges. She verified and emailed me showing account paid in full no additional charges. A week later they charged my card for more than even my membership fee. I spoke to *** the manager who said she didn't know why it happened and she would issue a refund which hasn't happened now everytime I call to speak to the manager *** she's never in or on lunch and no one can explain why my money hasn't been returned & I have verification from the business showing when I canceled I had no outstanding charges or payments due since I had just paid my membership ******** membership was still good for another 2 weeks after I canceled

  

  Business Response

  Date: 07/03/2024

  Due to the documentation provided, the member is entitled to a refund. We have submitted this request. It can take up to 14 business days for a refund to process

  Customer Answer

  Date: 07/03/2024

  [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 ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******** Figures
  

• Initial Complaint

  Date:06/17/2024

  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 have attempted to cancel my membership 3xs and they continue to take money out of my back account. $25/month for 18 months in a row. Every time I go in they tell me they will take care of it and they don't!I have talked to multiple people that this has happened to.

  

  Business Response

  Date: 07/03/2024

  Per the agreement, to cancel the membership, you must go into the location or send a letter via mail to the location. When the cancellation occurs, the member is emailed a confirmation document for their records. Per notes on this account, the member called several times to cancel and was informed of the options to cancel. On the final call, the employee completed a courtesy cancellation. Without proof of cancellation prior to that date, we are unable to offer a refund. 

• Initial Complaint

  Date:06/17/2024

  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.

  Joined January 2023 took tour of gym and back room decided on top membership black card status which I was told was unlimited use of the gym and the back room that had hydro beds massage chairs and tanning rooms unlimited use for me and any guest of my choosing they were informed my guest would be my husband and only reason we got membership went to gym used hydro beds and chairs At least 20 visits no problem planet fitness just opened new store on my side of town went there middle last week no problem couple days later went in again and was refused use of hydro bed for my guest totally contradicting the alleged contract in which I still have not received a copy of contract as they promised they said if my husband wanted to use hydro beds he would have to pay for another full membership totally contradicting what I was told when I signed up they just want more money have invested roughly $400 first year and $100 this year maybe been there 20 times total want total refund or reasonable refund for membership the only reason kept membership was so me an my husband could use hydro beds and until they opened the new location had no problem doing so. I wasted $500 to keep a membership that they will no longer honor tell you anything and now they are changing rules a year later deceptive business practice

  

  Business Response

  Date: 07/03/2024

  Hello-

  In response to complaint ********, Per our policy, the ** Black Card member must accompany the guest and remain on the premises during the entire visit. Unfortunately, ** Black
  Card guests are not entitled to use tanning or any other ** Black Card benefit or amenity. Attached is the consumers agreement requested. 

  Thank you,

• Initial Complaint

  Date:06/13/2024

  Type:Sales and Advertising 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.

  Dear Planet fitness,This is pertaining to the advertisement of services for Free Workouts at ******************************************************************************************* The age of contract for Adult Fitness, Bitcoin is minimum 21, your offering ages ***** free lifting which is not recommended since Online Buddies , Grindr and Scruff have been reported for false advertising produced by ************************* and ***********************.Please serve complete for us to meditate matter. ********************************* Complaint No. 0120 Paid Advertisement Caveat (Warning).

  

  Business Response

  Date: 07/03/2024

  We have no record of this member. The location they are referencing is not a part of our franchise. Please send this to the appropriate group so the member can be assisted properly. 

• Initial Complaint

  Date:06/10/2024

  Type:Service or Repair 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.

  In early September of 2023 I moved away from an area that had a Planet Fitness location. I was unable to go in person to cancel my membership so I followed their protocol listed for cancellation and called. During my phone call I was told that nobody present would be able to help me. I called 3 times and got the same answer each time. I then mailed a letter as they offer for cancellation and expected the matter to be settled. In January I became aware that they had continued to charge me. More phone calls were met with more excuses and nothing was done until I posted a 1 star review on ******* I then was told to reach out to their social media team. During the course of our conversation they did nothing but give me run around answers and told me they would refer the case to the location where the issue occurred. At this point they stopped charging my credit card, and I foolishly thought the matter was settled. Now, in June, I realize that they had swapped to direct withdrawal from my checking account! Another 5 months of dues stolen from me after assurances that the issue had been handled. This is unacceptable and borders on fraud and theft.

  

  Business Response

  Date: 07/10/2024

  In response, upon looking into the account it appears a refund has been submitted to the consumer. 

  Customer Answer

  Date: 07/10/2024

  [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 ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:06/10/2024

  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.

  New membership to Planet Fitness started 02/07/2024 for myself, and 2 other memberships started for household members. During enrollment there were no issues in starting the membership, and no previous membership issues were disclosed ant time of enrollment. I went to the facility 06/07/24 to work out, and was told by assistant manager ****** that I had an older unresolved membership, that needed to be paid or set up on a payment plan BEFORE I could use my current membership. This was the first time an old unresolved account was ever brought to my attention. It was never disclosed in enrollment. no notice was emailed, or mailed to me of the issue. I was simply accosted at the front door in front of other gym members about the issue, and was refused entry to the gym (no judgment zone). I asked to simply cancel the membership, and was taken to a signature pad to process my request. after they collected my signature I was told to enter my credit/debit card to pay the cancelation fee. This feels like manipulative business practice to allow someone to join the gym, charge them an enrollment fee, a few months of membership, then deny them service on an issue that has never been disclosed. I would like to pay my old balance from years ago, and have all 3 of my households memberships canceled with no cancelation fee ************************** ************************* ************************ And have all enrollment cost reimbursed. It does not seem right to charge all this money on 3 memberships, and then be denied entry several month in, with no notice. I had asked to speak to another person, but was told the regional mgr. would be in Monday, and since Monday is the 10th, I would also have to pay for another month membership. I asked for a corporate phone#, and was told it was on ****** (it is not listed anywhere). I was eventually given a phone # ************, but that is not the correct #.

  

  Business Response

  Date: 07/03/2024

  We have no record of these members. We believe they signed up at a location in a different franchise. Please forward this to the proper group so the members can be assisted properly. 

• Initial Complaint

  Date:06/09/2024

  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.

  They told me I owed 330 dollars and pulled it out of my account with any notice and now are telling me I owe another *********************************************************************************************************************************** my account she kept refusing to cancel my membership I check planet fitness app today and it says I owe another 169 this lady at the front desk has been giving me a hard time and pulling money out of my bank account everyday and anytime I try to cancel she doesnt let me

  

  Business Response

  Date: 07/03/2024

  This member had two accounts, both created on their phone.Both accounts ended up accumulating balances. Redrafts are automatically attempted each week to the forms of billing that is added at the time of sign up. When looking into the accounts, the club waived some of the dues for the member prior to the charges. There is a third account with a balance, but we have waived that balance as a courtesy. All memberships are currently cancelled and have no balances. No refund is due. 

• Initial Complaint

  Date:05/24/2024

  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.

  I attempted to cancel about a week before the annual fee (while in person) I have only went to the gym 1 time with my friend and I am being charged 25 dollars a month plus f****** late fees, but I was told I can cancel in person, and when I tried that the lady said they were in able to cancel at that time, they are guilty of false advertisement for this, but I really just want the **** membership cancelled and the money I spent on the last few months worth of charges (again I only went to planet fitness one time) so maybe only charge me for the one month but all the other months with the late fees aswell is absolutely obscene, and I really need this solved fast because I am Leaving for basic Military training at ***************** soon so the fast this can get cancelled the better

  Customer Answer

  Date: 05/22/2024

  The attachment above has the address of the home club where I attempted to cancel, also just so its known, I filed a complaint with the ftc against them aswell, and did stop payments with my bank

  

  Business Response

  Date: 06/06/2024

  All-

  In response to ********, the consumer was charged late fees due to payments being declined (see attached). Per the consumer's agreement any declined payments will include up to a $25 late fee. Unfortunately, membership dues are not based on member usage due to unlimited access. We will issue a cancellation at this time and the past due balance will be waived but unfortunately a refund cannot be processed.

  Thank you,

  Customer Answer

  Date: 06/06/2024

  [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 ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:05/24/2024

  Type:Service or Repair 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.

  1/19/23 I opened membership . I never once went to gym . I had a stroke . Never was able to cancel and was unaware until realizing it was being withdrawn from bank account in March 2024 .3/17/24 came in and cancelled membership . Was told email was sent in for credit of membership . Waited week called in . Spoke to manager . This manager stated he didnt see it had been sent in said he was going to send it up shd take a couple hours for his DM to approve and check back . Waited another week . Called in this time , got a name spoke with ******* , who gave me a number of $208 (which once I pulled my bank is incorrect) but he stated he had to send it in to ********* to get it approved . Again , never heard back and tried to call club and got no response . Called planet fitness customer service line 4/15/24 to try and get movement . We received email in which ***************************** the head manager of the location said he did not even have a membership in 2023/24 , but 2020 . Which wasnt correct . We responded with email , which we received no response . We called the gym and left a message for him to call us and got no response . On 5/14/24 we called the customer service line again to get some sort of response or movement . They said someone would call us and no one did . We were told we would receive a refund we have been tossed around and ignored . There is no reason we should have to go to these lengths to be taken care of us a customer . If needed we can provide email sent by ******* , our response and any paperwork we have in regards to membership open and close .

  

  Business Response

  Date: 06/06/2024

  Hello-

  In response to complaint ********, after review of the account and confirming with the management team, there was a refund issued to the consumer's account on 5/29/2024. 

  Thank you,

  Customer Answer

  Date: 06/06/2024

  [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 ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *******************