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:03/28/2024

  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 Joined Planet Fitness on about 12/07/2023. When I got my credit card statement there was a charge on there from Planet Fitness for $*****. So I ask the manager at the ******** location of Planet Fittness on College Ave. the manager stated that they back charged me for 5 months of membership back to 07/30/2023. Aparrently the charge comes from when I was a member of Xperience fitness but they closed on 06/30/2023 and I was not a member of that gym and not a member of Planet Fitness either. The manager of the west College Ave filed a refund/complaint with corperate. Not hearing anything back from corprate I filed a dispute with my credit card co. During the investigation of the dispute they refund me the $***** on 02/26/2024. So then on 02/29/2024 Planet Fitness charged my credit card the $ ***** again. Called my credit company company again to put that charge in dispute. Don't understand How they feel they can charge me for 5 months of membership when I didn't belong to Planet Fitness or Xperience Fitness. I thought joining a gym was supose to make you feel good, this doesn't feel good.

  

  Business Response

  Date: 03/29/2024

  Hello-

  In response to complaint ********, after reviewing the membership it looks like there was a balance past due. The club did waive part of the balance and we did see that the consumer made a payment in club of $49. We were also able to see that the consumer submitted a dispute for the amount of $98.95 and it was reversed back to the credit card on 3/28/2024. 

  Thank you,

  Customer Answer

  Date: 03/29/2024

  [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:03/18/2024

  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 became a member at Planet Fitness on ***************, ********** in 2018 and they had my bank account and routing number on file. I cancelled my membership perhaps a year later and things were fine. I signed up again during covid (2020) and this time I used my debit card. In 2020, In May of 2022, I moved to *********** and prior to moving, I had called to cancel my membership because I already had a membership with the **** in *********** which was closer to my house. A year later I realized that my bank account is still being charged. I called and was told it'll be cancelled. My bank card expired in Oct/2023 and in March 2024, I realized that I'm still being charged. I called Planet Fitness and realized that you can only cancel by going in person or sending a letter which I was never told a year or two ago. I also found out that there was $50 that was sent to collection for a payment in 01/2021. Why was my account charged every month in 2020, 2021, 2022, 2023, 2024 but somehow a payment was missed in Jan/2021. How did planet fitness get my new card information? Because they had my old EFT info on file, they attached it to this account. In 2024, Jan $10, Feb $25, March $54??? I have never received a letter, phone call, or even email about any change. They just keep charging with no explanation. I was told today that $50 was send to collection in 2021 which I don't believe because I bought a house in 2022 and would have been told you have something in collections plus I never received a collection notice.The manager I spoke to today cannot see any charges on my account but believed me because I told him I can send a copy of my bank statement. Too bad my bank can only go three years so I'm able to get 03/18/2022 to 03/18/2024 statements. I am very disappointed with planet fitness and their operations. I need my money back from 2022 to 2024.Thanks

  

  Business Response

  Date: 03/29/2024

  Hello-

  In response to complaint ********, after reviewing the membership in question there were no charges we can see for 2024. Was the consumer paying for someone else by chance as a co-signer? The consumers membership looks to be not active. We can confirm that the consumer was not sent to collections but does have a $50 balance which we will go ahead and waive. If there is another person we can look up to see if the account is linked to we can investigate further. 

  Thank you,

  Customer Answer

  Date: 03/29/2024

  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 absolutely false. I'm not a co-signer on any account or ever co-signed for anyone. My account has been charged every month foe the past several years. When I called the business a few weeks ago, my account was still active and it was canceled over the phone, something that I was told can only be done in person. I can send my bank statement proving all of these charges.  
  
  Regards,
  
  *************************

  

  Business Response

  Date: 04/04/2024

  Hello-

  In response to complaint ********, we are still having issues locating the account in question. Can you provide date of birth and verify the exact name it would be under. Does the consumer recall who cancelled the account for them and did they receive confirmation of the cancellation? 

  Thank you,

  Customer Answer

  Date: 04/05/2024

  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.]
  
  Regards,
  
  *************************

  Customer Answer

  Date: 04/05/2024

  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.
  
  After I received your message on 03/29, I went into the planet fitness branch and was told they cant find an account for me. I asked them to punch in my sons phone number *************) and yes this was the account that was attached to my bank. Now, I have a problem with this because my son is a minor and there was no parental information on file. When the manager pulled it up, it had his name (spelled incorrectly), no parental information, wrong address. I have called several times in the past two years trying to cancel this because we moved. Every time I call, I was always told its cancelled so I left it at that. I was prompted to investigate this one more time when I saw a charge on my account in the amount of $54. When I called planet fitness, they told me once more my account was cancelled (same as before). No one ever thought about pulling up my bank account and see what or whos attached to it but they kept telling me its cancelled just to push me away. When I went into planet fitness last Friday, I was told this account is now cancelled but I still got charge again another $25 the next day. When did planet fitness go from $10 to $25?Theres never been any communication (well you couldnt communicate with me because you dont have any accurate information. I am disappointed in the services Ive received because each time Ive tried to speak to someone, nobody was able to fix this. 
  
  Regards,
  
  *************************

  

  Business Response

  Date: 04/16/2024

  Hello-

  After review, we will issue a refund of $298.00. Can the consumer verify the address as we will be sending a check to their residence. 

  Thank you,

  Customer Answer

  Date: 04/17/2024

  [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. My address is: ************************************
  
  Regards,
  
  *************************
  

  Customer Answer

  Date: 05/08/2024

  I still haven't received a check from Planet Fitness. 

  
  

  

  Business Response

  Date: 05/09/2024

  Hello-

  In response to complaint ********, the refund is approved and in process after the consumer verified their mailing address. Please allow ***** business days to receive the refund. 

  Thank you,

  Customer Answer

  Date: 05/20/2024

  [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. 

  I received the check from planet fitness today. 

  
  

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

  
  

• Initial Complaint

  Date:03/14/2024

  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 have tried to cancel my account numerous times. I have lived in ****** since Feb 2023, and cannot use the gym. They will not cancel the account, as I have to go into the gym to cancel it. I have tried to cancel it through my credit card and have issues there also. All I want it is my account to be refunded since February 2023 when I canceled it originally, I can produce leases to prove I do not live in the area, and the company can checks its history to see when the last time I was in the gym. This should be easy to resolve.

  

  Business Response

  Date: 03/20/2024

  Good Afternoon-

  In response to complaint ********, per our membership agreement in order to cancel their membership the consumer must provide cancellation notice by the 10th of the month. Cancellation must be submitted in person or by mail. Our records show that we have not any type of cancellation on file. We will cancel the membership out of courtesy but unfortunately cannot issue a refund. 

  Thank you, 

• Initial Complaint

  Date:03/11/2024

  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.

  Second complaint filed against this business they finally cancelled my account and told me they would be sending me a check in the amount of $46.08 which is for the two months they charged me after my account was cancelled. Every time I call they tell me the refund was approved. I have yet to receive the refund. After filing the first complaint they finally actually cancelled the account but now just keep telling me refund is on its way even though I was told I would receive a check in 5-10 business days it has been over a month. My last phone call the regional manager told me the refund was on its way.

  

  Business Response

  Date: 03/20/2024

  Good Afternoon-

  In response to complaint *********, our records show that the consumer received a refund to their account on March 5th, 2024. Please see attached for reference. 

  Thank you,

• Initial Complaint

  Date:03/07/2024

  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 used my checking account information for my younger twos dad (*************************************) gym membership that he used less than 5 times back in 01/06/2020.The monthly charge was ***** with an annual charge of roughly *****. I had asked **** to go and cancel the membership and never did. I called Planet Fitness at least 4 times to ask them to just take my banking information off the account. Every time they informed me the only way I could get my account information removed was to go into their club. I do not work or live in ************** and I would forget honestly. It is such a small amount but I do know that this never changed even when I called again on the 1st of March when the ***** came out of my account. I finally just went straight there. I told them that I needed my account information removed form ******** membership. I asked about a refund and was informed that ****** was the manager and I grabbed her card from the desk. The guy who I asked to remove my information didnt ask for any form of identification to remove my bank account information. However, they couldnt do this years ago over the phone. So I emailed ****** and you can read the emails below. I understand that part of this is my fault but she and supposedly her boss refuse to call and talk to me over the phone. I feel that a full refund is only fair as with no identification request there was no reason it could not have been resolved years ago.

  

  Business Response

  Date: 03/20/2024

  Good Afternoon-

  In response to ********, per our cancellation policy, in order to stop billing the consumer would need to cancel before the 10th of the month by cancelling in person or sending a letter. We did not receive proper cancellation until 3/4/2024. Out of courtesy, we will issue a refund for the last three months and annual fee. Please verify home address so we can process this refund. 

  Thank you,

• Initial Complaint

  Date:02/22/2024

  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 canceled my membership in December 2023, and was billed for December, even though I canceled 2 weeks prior to renewal. Then I emailed Planet Fitness corporate, requesting cancelation and refund. I was billed again in January. I brought another cancelation letter to the new location, asking for cancelation and refunding of 2 months' membership. I was billed again in February. I called, and they canceled my membership over the phone, but refuse to refund any of my dues, though they can see from their records that I haven't used the membership since November 2023. If I'd known that it wasn't canceled, I would have at least utilized the membership. I joined the **** after I thought I had canceled Planet Fitness.

  

  Business Response

  Date: 03/01/2024

  Hello-

  In response to complaint ********, after review we were not able to locate any type of cancellation. In accordance to our agreement billing can be stopped at anytime as along as the consumer cancels in person or by mailing a letter to the home location by the 10th of the month. I see that the membership was cancelled over the phone out of courtesy but unfortunately we cannot issue a refund without proof of cancellation. 

  Thank you,

• Initial Complaint

  Date:02/19/2024

  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 went into PF on 12/12/23 to cancel my membership the employee told me they cannot cancel my account and I needed to speak with a manager. On 12/13/23 I spoke with the manager who said my acct has been cancelled but that I would be billed for the month of December. Now 3 months later I am still being charged a monthly membership fee and they are refusing to cancel my account they told me that I opened an acct at a different branch. I have never been to any other planet fitness and I want my account cancelled and I want ******* and February membership fee refunded.

  

  Business Response

  Date: 03/01/2024

  In response to complaint ********, after review of the consumers account we were able to verify that a cancellation was attempted. We have submitted a refund request for the consumer for ******* and February's charges. The charges will be reversed to the account in ***** business days. We have verified that the account has also been canceled.

  Thank you,

• Initial Complaint

  Date:02/17/2024

  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 signed up for the gym I started going then I landed in the hospital for a week I went on my birthday to cancel my membership while being there the manager suggested freezing the account and no further charges would be made Yesterday they charged my debit card I been in bed sick for several weeks and I am now demanding they cancel my account and refund the charges made after the freeze I can't trust a gym that will not respect my arrangements

  

  Business Response

  Date: 03/01/2024

  In response to complaint ********, after reviewing the consumer's documents we see that a membership freeze was signed on 2/14/2024. They are currently on a freeze for the next three months and will not see a charge to the account until June 17th. Since the freeze was not filled out until after the 10th of the month the freeze did not take into effect for February therefore the consumer still would be charged for February. 

  Thank you, 

  Customer Answer

  Date: 03/01/2024

  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.] H*** no they can **** pole I want a refund and the account closed and never be contacted again or else they will regret it 
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:01/23/2024

  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.

  Got a membership while home for the holidays. Ended up getting covid and flew back to where I'm living now. They won't let me cancel the membership via phone or via their app. They are requiring a letter or in person. This is extremely predatory and designed to get a free month of fees out of the people that sign up and shouldn't be happening.Please cancel my account.

  

  Business Response

  Date: 01/24/2024

  Good Morning-

  In response to complaint ********, in accordance to our agreement to cancel your membership and stop the billing of the membership, the club must receive written notification from you delivered to the club by the 10th of the month either in person or via mail to the club. As courtesy we will cancel out the account at this time and no other charges will be charged to the account but unfortunately we are unable to issue a refund for the previous months. 

  Thank you,

• Initial Complaint

  Date:01/18/2024

  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.

  I went into the Planet Fitness in ****** ** to sign and cancel membership in Feb 2023 yet they continued to take the automatic draft from my account each month. So, I went back into the same gym again in June of 2023 and explained what was happening. This person assured me I was indeed filling out appropriate forms that I was appropriately canceling my membership. She assured me that the drafts from my account would end. However, Planet Fitness is still taking monthly drafts out of my account. Can you please help me cancel this membership? Is there any chance of getting reimbursed for all of the months they have continued take my money?

  

  Business Response

  Date: 01/24/2024

  Good Morning-

  In response to complaint ********, unfortunately we do not have any cancellation on file for the consumer. The consumer stated that they cancelled in Feb 2023 but we do have a billing info update authorization form that they signed on May 31, 2023 (see attached). We will do a courtesy cancel on the account but unfortunately since we do not have any type of proof of cancellation we are unable to issue a refund. 

  Kind regards,