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

  101 W Wisconsin Ave Ste 150 Milwaukee, WI 53203-2501

  
• 

  Planet Fitness

  6529 S 27th St Franklin, WI 53132-9424

  
• 

  Planet Fitness

  1800 Milton Ave Ste 150 Janesville, WI 53545-1169

  
• 

  Planet Fitness

  549 S Taylor Dr Sheboygan, WI 53081-4234

  

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:05/06/2024

  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.

  I cancelled my subscription to this place a few times over 2 years and told the managers there several times. I was told that a regional manager would contact me and get a refund and never did. I am about ready to *** them.

  

  Business Response

  Date: 06/06/2024

  In response to complaint ********, based on our records, we do not have any refunds pending for your account. We can confirm that the account was cancelled in January 2023.

  Thank you,

  Customer Answer

  Date: 06/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.] They took money out of my account for a over a year after i cancelled. I am working with planet fitness corporate to resolve this gave them a f on ****** and have posted on social media about the bed bugs in the mens locker rooms. 
  
  Regards,
  
  ***************************

  

  Business Response

  Date: 06/19/2024

  In response to complaint ********, based on our records, we do not have any cancellation prior to January of 2023. Unfortunately we cannot issue a refund without proof of cancellation. 

  Thank you,

  Customer Answer

  Date: 06/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.] all i want is the money they took out of my account this is a common problem with this company. 
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:04/29/2024

  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 had a Planet Fitness membership since August of 2019. In June of 2022 I started being charged for a second membership, I have no recollection of signing up for this and even if I did I dont understand why the Planet Fitness system would have allowed for it. I reported that this was happening in December of 2023, the second membership was cancelled and a refund request was submitted to the regional manager. I followed up on the issue multiple times and did not receive any response and was told that the managers contact information could not be shared. In April I asked for his email address and was given that. I finally received a response in April of 2024. I was told that I would receive a 3 month refund for the second identical membership that was open June2022-December2023. I still working on getting back the money that was stolen.I was supplied with a confirmation of the second membership where my signature was listed as esigned

  

  Business Response

  Date: 05/09/2024

  Hello-

  In response to complaint ********, the consumer was given a three month credit on her current account. She was not charged for her dues on January 17th, February 17th, and March 17th. A refund was not issued. 

  Thank you,

  Customer Answer

  Date: 05/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  I reject this response. I was told that the 3 month credit was an apology for the inconvenience of being double charged for 17 months from the location manager and that he would submit the paperwork for a refund to his manager. I would either like the 17 months that I have already paid for credited to my account, or have them refunded. I do not understand why 3 months is being proposed as a solution when they have stolen almost 6 times that amount from my account.

  Thank you.

  
  Regards,
  
  *********************

  Customer Answer

  Date: 05/21/2024

  This company has stolen hundreds of dollars from my bank account and has not made any effort to make it right. It took 4 months to get any sort of response from their employees after following up multiple times, they have only offered to refund 3 months of the 17 months that I was double charged for. This has been extremely frustrating and unethical.

  
  

  

  Business Response

  Date: 06/06/2024

  In response to complaint ********, since the consumer accepted the three month credit to the account, we cannot issue additional refunds since there were no charges to her membership for the months of January, February, and March. 

  Thank you,

  Customer Answer

  Date: 06/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I was not given the option of excepting or declining the 3 month credit to my account, it was granted without my consent. I was double charged for 17 months, not 3 months. I would be willing to except a 14month refund.

  
  Regards,
  
  *********************

  

  Business Response

  Date: 06/28/2024

  In response to complaint ********, since the consumer accepted the three month credit to the account, we cannot issue additional refunds since there were no charges to her membership for the months of January, February, and March. 
  

  Thank you,

  

  Business Response

  Date: 07/03/2024

  The member signed herself up for two memberships at home. Per the agreement, we need to be notified within 60 days of any billing discrepancies. She did not inform us of the issue until much later, so we offered the two month credit for the 60 day notice and the third month was given as a courtesy for the inconvenience. 

  Customer Answer

  Date: 07/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I did not sign myself up for a second membership. I already had an unlimited membership, there would be no reason to sign up for a second unlimited membership. As my information was all the same, I do not understand why there system would have even allowed a second membership. This appears to be fraud or a glitch in there system. There is absolutely no benefit in having 2 unlimited memberships. 

  
  Regards,
  
  *********************

• Initial Complaint

  Date:04/29/2024

  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.

  I was a model member. I caused no trouble. My membership was cancelled and I was banned because of my association with someone. Someone that is a part of my life did something that I had no part in. They were fired from the gym as they should have been. The following day I am being told my membership was terminated due to the incident the day prior. I was at work. My husband was banned too and he was at home. I just want to continue my health journey.

  

  Business Response

  Date: 05/13/2024

  In response to complaint ********, Planet Fitness reserves the right, in its sole discretion to terminate a membership at any time, effective immediately, for violation of any membership policy, club rule or for any other reason not prohibited by applicable law. 

  Thank you,

• Initial Complaint

  Date:04/29/2024

  Type:Customer Service 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 going to have surgery at the end of may so I need to cancel my memebership. They are going to charge me $49 or more for *** even though its a special circumstance and I am in a financial hardship situation. I would hope that they will cancel my membership but not charge me any more money

  

  Business Response

  Date: 05/09/2024

  Hello-

  In response to complaint ********, Unfortunately we are unable to locate the account with the information provided. Can you provide the name the membership is under, what Planet Fitness location the membership was created along with the phone number on file?

  Thank you,

• Initial Complaint

  Date:04/23/2024

  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 canceled my account with ********************** back in 2022. I injured my back At work. I expressed to them that I cannot use your facility due to the back injury. I noticed that they were still charging my account and did not cancel my request. I went back again and submitted my information back to planet fitness expressing them that I was injured and I have an attorney now. I recently contact ***** who is the account manager for the site. And expressed to her my concerns. they tempted to do an audit and attempted to charge me late fees, which were never added to the account until recently when I started have these discrepancies and requested my money back. This is a very deceitful that they are attempting To hit me with. I would like for you guys to take a look into this matter because I am going to reach out to my bank and express to my bank that these charges or fraudulent charges even though I have a written email stating that I requested the services to be canceled. Plant fitness failed to honor that.

  

  Business Response

  Date: 05/09/2024

  Hello

  In response to complaint ********, Unfortunately a refund cannot be issued due to the account having an outstanding balance of $351.06. We have confirmed that the account has been cancelled and out of courtesy we will waive the current balance on the account. 

  Thank you,

  Customer Answer

  Date: 05/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  This is lie, I do not owe any money to them. Planet Fitness is fabricated a lie to not pay the fraudulent charges that they stole from my account. This information is in accurate.   
  
  Regards,
  
  ***************************

  

  Business Response

  Date: 05/13/2024

  In response to complaint ********, please see attached invoice history of payments that were declined along with the waived balance that was completed. 

  Thanks,

• Initial Complaint

  Date:04/19/2024

  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 pay through Active ************ as Planet Fitness partners with them through my work. I have put my card on file for VENDING PURPOSES ONLY and was told it would not be additionally charged. Planet Fitness (********************* Location) proceeded to conduct an unauthorized charge for $40.27 which included a late fee. They have failed to merge my accounts and have still not refunded my money after I was told it would take 7-10 business days. In addition, they removed my black membership which is included with Active Fit. I dont know how many times *** called requesting ***** (regional manager) to call me back after *** left him numerous messages at two different locations. Employees consistently state that he will get back to me with negative results and dont even know what his schedule is. I have filed a complaint with corporate in early April and have not been followed up with. I have emailed the franchise directly and have not been followed up with. This is Theft from the business and Im seeking retribution as this business does not deserve BBB accreditation based on this.

  

  Business Response

  Date: 05/02/2024

  Good Afternoon-

  In response to complaint ********, after review of the account it looks like to account was converted to the Active & Fit program on 4/16/24. A refund will be issued for *****. Please allow ***** buisness days for the charge to be reversed back into the credit card that was charged. 

  Thank you,

  Customer Answer

  Date: 05/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have received the check, however, my membership remains at the classic, it should be the black membership I was originally issued. After the changes they made it was removed. The franchise has yet to contact me regarding this matter. I was never followed up with regarding this and had the check issued to my address with no communication. 
  
  Regards,
  
  *************************

  

  Business Response

  Date: 05/09/2024

  Good Afternoon ***-

  I have passed along your concerns regarding your membership status and will be contacted by someone from the Management team for that location within 24 hours. 

  Thank you,

  Customer Answer

  Date: 05/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  Nothing has changed and no answer was provided within 24hours. 
  
  Regards,
  
  *************************

  

  Business Response

  Date: 05/13/2024

  In response to complaint ********, we followed up with the Management team on a follow up with the consumer regarding the consumer's concerns. 

  Thank you,

• Initial Complaint

  Date:04/17/2024

  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.

  Very upset. Cant cancel membership online, in app, through customer service or by calling my home gym. I wasnt aware I had missed payments and incurred late fees for awhile. I dont make a lot of money so paying an extra $100 on top of the $23 monthly fee is difficult. I am most upset that I was told about a year ago that I cant workout untill the past fees are paid BUT CONTINUE TO GET CHARGED MONTHLY. I have an anxiety disorder so having to go in person makes me wanna cryand this whole situation feels unjust. Cant even pause my membership.

  

  Business Response

  Date: 05/09/2024

  Hello-

  In response to complaint ********, this consumer belongs to a club outside of our franchise based on the information provided. Please assign this consumers concerns to the correct location so that she may be assisted. 

  Thank you,

• Initial Complaint

  Date:04/05/2024

  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 never signed up for a membership, they have been taking money from my bank account for over 3 years. I have tried many times to get this resolved, they keep telling me they have not gotten any of my letters. I made a couple of phone calls and received no help or a very poor attitude

  Customer Answer

  Date: 03/18/2024

  ***********************************

  Also I have never set foot in this location, nor do I have a membership number.  I delt with them when I lived in *******, many years ago and with their easy cancel membership, it was a lie, I was given the run around for over a year, where they continued to steal money from me and never refunded any.  I would not for any reason join back up with them after that, nor would I give them my bank account number, don't do that for anyone.

  

  Business Response

  Date: 04/16/2024

  In response to complaint ********, this membership was created online. Unfortunately we cannot issue a refund and the consumer will need to file a fraud claim with their financial institution if the membership was created without their consent. We have completed a courtesy cancel and provided the agreement signed online. 

  Thank you,

• Initial Complaint

  Date:04/02/2024

  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.

  Ive been a member of planet fitness since December. I have a cousin who works for the corporate offices. On 4/1/24 my mother asked me why I havent been going to the gym. I asked her how she could know, which she had been told by that corporate employee that I havent signed in for a few months. The employee also told my mother that she was going to cancel my membership since I didnt go. I signed papers about keeping that information private and my mother has no ties to my account at **********************. She has no right to have been notified and my cousin has no right to notify anyone. My mother isnt even my emergency contact.

  

  Business Response

  Date: 04/16/2024

  Hello-

  In response to complaint ********. We would like to investigate this further. Can you provide which location is your home club? 

  Thank you,

• Initial Complaint

  Date:04/01/2024

  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.

  Signed up for Planet Fitness in April 2022 while traveling. Called local club to ******. Was told it will be processed and canceled. Saw in 4/2024 that I am still being charged $39 annually with $23.04 monthly. Called local club, spoke to mgr who insulted and berated me. Was told I can only show up in person (I live across the country) or write a letter. This policy is a tactic to make it as hard as possible to cancel. I have had to put a stop payment on my bank account because I don't believe they'd acknowledge receiving a letter and actually cancel the membership without legal action.

  

  Business Response

  Date: 05/02/2024

  Good Afternoon-

  In response to complaint ******** it looks like we are having a bit of an issue locationg the account. Can the consumer provide DOB and which location is their home club? 

  Thanks,

  Customer Answer

  Date: 05/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  DOB 12/29/1990

  Location: *******, **
  
  Regards,
  
  *********************

  

  Business Response

  Date: 05/09/2024

  In response to complaint ********, After review of the account, unfortunately the cancellation policy is stated on the consumers agreement that in order to stop billing the consumer must cancel the account in person or by writing a letter to their homeclub. Unfortunately we cannot cancel a membership over the phone or online. As courtesy, we have cancelled the account effective immediately and willing to refund the last three months of dues and their annual fee that was billed on 4/1/2024 for a total of ******. Please provide most up to date address for mailing purposes. 

  Thank you,

  Planet Fitness

  Customer Answer

  Date: 05/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  Below is my current address, however... their offer does not satisfy my complaint. As originally stated, I was told the account was closed by phone over a year ago and they continued to charge my card anyway. They can look at their records and see that I had not used my membership at all in that time period.

  
  

  *********************

  52 Cottage Grove Dr

  *********, GA 31525

  
  

  Thank You,

  *********************