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

  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:01/17/2024

  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.

  Submitted information online to enroll in Black Card membership. Says $1 today. No additional charges. Membership fee charges account on the *************************** attempted to charge my account $28.00 immediately upon submitting card info.

  

  Business Response

  Date: 01/24/2024

  Good Morning-

  In response to complaint ********, we have tried to locate the consumer's membership with the information provided and were unable to locate her in our system. Which location was the membership created? 

  Kind regards,

• Initial Complaint

  Date:01/10/2024

  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 a Planet Fitness membership on October 6, 2023 for the $1 down and $10 a month promotion as advertised on ******** (screenshot attached). Today (Dec. 1st), I had a pending $49 charge on my bank account. I went to my local Planet Fitness to inquire about the $49 charge and was told it was an annual fee. I told the membership service rep that I was unaware of the annual fee and it was not listed as a disclaimer in their advertisement and that I wanted to cancel my membership which I did (contract termination attached). I'm seeking a refund for the $49 annual fee that was not mentioned in Planet Fitness advertisement.

  

  Business Response

  Date: 01/24/2024

  Good Morning-

  In response to complaint ********, Planet Fitness memberships have a $49 annual that gets billed once a year. We have attached the consumers agreement stating the charges. Unfortunately, we are unable to issue a refund. 

  Thank you,

  

  Business Response

  Date: 01/24/2024

  Good Morning-

  In response to complaint ********, Planet Fitness memberships have a $49 annual that gets billed once a year. We have attached the consumers agreement stating the charges. Unfortunately, we are unable to issue a refund. 

  Thank you,

  Customer Answer

  Date: 01/24/2024

  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 attached 2 screenshots of Planet Fitness advertisements. The first screenshot (deal ending on Oct. 13th) displays the deal that I used when I signed up for Planet Fitness. The second screenshot (deal ending Dec 7th) is from a more recent ******** advertisement that does provide the annual fee disclaimer. The annual fee disclaimer is not provided in the advertisement that I used when I signed up for the Planet Fitness membership. I became aware of the annual fee when my bank was charged and immediately canceled my membership the day of. I believe Planet Fitness was false advertising then fixed their advertisement when they became aware of the missing disclaimer. Why does the newer advertisement mention the annual fee and the older advertisement make no mention of the annual fee. Planet Fitness was false advertising and I expect a refund.
  
  Regards,
  
  ***************************

  

  Business Response

  Date: 02/09/2024

  Good Morning-
  

  In response to complaint ********, As previously stated, Planet Fitness memberships have a $49 annual that gets billed once a year. We have attached the consumers agreement stating the charges. Unfortunately, we are unable to issue a refund. 
  

  Thank you,

• Initial Complaint

  Date:01/03/2024

  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.

  My name is *****************. On 12/31/2023 I purchased a black card membership online after reading about the benefits. My home club is ***********************************************************************. One of the benefits of a membership is the classes held by trainers. It clearly states on the attached screenshot of their website that ALL Planet Fitness facilities have classes led by trainers. I called ************** to confirm my registration ** a class I signed up for on the app and was told by employee **** that *********** doesnt have trainers and i can just eatch the app. The class i enrolled in was getting a workout designed with a trainer. **** stated they had no intention of hiring trainers. As the stated benefits of black membership per out agreement were false I believe I am entitled to a discounted rate on my membership.

  

  Business Response

  Date: 01/04/2024

  While we do not currently have a trainer at this location we are actively searching for a new trainer. We will be working with the gym to make sure the class list is accurately updated. We will be offering to waive your next months dues for the inconvenience.  

• Initial Complaint

  Date:12/31/2023

  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.

  When joining Planet Fitness, the person who was there had me go to an I pad and sign my name for the month of membership. She never stated there was an annual fee. You have to provide a valid credit card or check book number before signing. Then I upgraded and again no one said there was a n annual fee.The advertisement also says monthly fees but does not say anything about an annual fee!Then on my statement for the bank an annual fee was charged a week after my membership fee was taken!!I am asking for refund of the annual fees plus the initial monthly fee!

  

  Business Response

  Date: 01/04/2024

  While we do not currently have a trainer at this location we are actively searching for a new trainer. We will be working with the gym to make sure the class list is accurately updated. We will be offering to waive your next months dues for the inconvenience.  

• Initial Complaint

  Date:12/28/2023

  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.

  Planet Fitness entered into an agreement with my minor daughter for membership. At no time was it required that I sign documentation to waive her protections against illegal financially binding contracts with minors.At no time was their company policy - which is that minors can not hold memberships or use the facilities without a signed waiver from a parent. Their website allows for individuals to sign up for memberships - and does NOT verify the identity or age of the person signing up. It DOES warn that identification may be requested upon visiting.They are refusing to cancel the contract now that I have become aware of it and told them she does not have my permission to use their facilities independently. They even acknowledged verbally that if there is no waiver on file, the contracted agreement is not valid, and are refusing (for six months now) to cancel said membership without additional payments.My daughter will be 18 in two months, I have told her to contact her bank and put a hold on any and all payments from this establishment, this is to document the situation outside of planet fitness itself.

  

  Business Response

  Date: 01/10/2024

  Good Morning,

  In response to complaint ********, we are having trouble locating the member's account to further investigate. Can you please provide the full name and date of birth? Also, what location was the membership created for?

  Best regards,

• Initial Complaint

  Date:12/20/2023

  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.

  In June of 2023 Xperience fitness was sold to Planet Fitness. My membership was transferred over to Planet Fitness with no communication other than a sign on the door at Xperience fitness saying they are closed. Planet fitness continued to charge my credit card for two months collecting dues that I did not authorize in any way. I have asked for the contract with Planet Fitness, and they are unable to produce one but are still trying to charge me for a service I have never used. I have tried to resolve this directly with Planet Fitness and Black Duck Partners. They still insist on charging me a monthly fee and I am unable to cancel membership until my balance is paid. I would like a refund based on I never gave them authorization to charge my card, nor have I ever signed up at their gym.

  

  Business Response

  Date: 12/29/2023

  Per our records, the balance on the account was waived and the membership was cancelled on 12/20/23. On 12/27/23 the other two payments were reversed. 

• Initial Complaint

  Date:12/19/2023

  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 Signed up for a membership 03/26/2022 with the intentions of using it, I never ever stepped foot in planet fitness because I was forced to move up north to a isolated community shortly after signing up and I've tried to cancel it since I got the membership. I have no access to send a letter or stop by to cancel my membership. I have been emailing and trying to call to get my membership cancelled literally since I got the membership.I've never been to planet fitness, they charged me $28 a month since 04/17/2022 , I was also charged $39 fee 05/01/2022.I just want to be reimbursed for all the months I paid for a membership and never used it. Everytime I tried to cancel they said " oh it has to be in person or send a signed letter" but I literally CANT ! I can't send a letter and I'm not paying thousands to take a plane to ******** just to cancel a membership. Please help me cancel this membership and get reimbursed my money. Planet fitness can check their records and see I have never scanned my card to come in , or showed up. I have never been to any location. I want to be reimbursed, and I really suggest you update the cancellation process as some people don't have the luxury of just stopping by or sending a letter and it's quite upsetting nobody reached out to help after calling and emailing (in which I only get noreply emails back telling me the same thing).

  

  Business Response

  Date: 01/05/2024

  The only written correspondence we have with this member is a survey that was submitted on 12/18/23. We have attached the survey for reference. If any documentation of previous contact attempts can be provided, we can investigate this further. Per our agreement, the options to cancel are by stopping into the location or sending a letter via mail. We have included a copy of the members agreement as well. We have completed the cancellation for the member as a courtesy. 

• Initial Complaint

  Date:12/17/2023

  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.

  Why can I sign the up on the app and give my signature to sign up for a membership. Yet you cant can cancel your membership without a signature. Seems like this is an excuse to be money hungry and take your valued members money. Honestly stupid that you can sign up for a membership through the phone and visit any club, but you cant cancel on the phone or at any planet fitness.

  

  Business Response

  Date: 12/21/2023

  Hello-

  In response to complaint ********, we were unable to locate the consumer's membership within our franchise. Can they provide where their home club is and phone number that would be associated with the account?

  Thank you,

• Initial Complaint

  Date:12/16/2023

  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.

  *** planet fitness has been charging me a monthly fee along with service fees not shown because of age. I am not a member nor did I agree to have my membership transferred after my old gym closed which appears to be the case. I went to a planet fitness location but they refuse to give me my money back.

  

  Business Response

  Date: 12/29/2023

  Xperience Fitness closed its doors at the end of June 2023. There was an email sent to all members notifying them that their memberships would be transferred to Planet Fitness. We are able to offer a refund of $59.37. Please confirm a current address that we can send the check to. Once we receive the address, the refund will be submitted. 

  Customer Answer

  Date: 12/29/2023

  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

  When xperience closed my membership was transferred without my consent or knowledge. Interestingly you transferred my membership at the xperience level of 20 dollars not the 10 dollar a month level you heavily advertise on all media outlets. I want the entire amount taken illegally from me by you. That is all monthly charges since July 2023. Along with any annual or service fees. 

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

  

  Business Response

  Date: 01/10/2024

  Good Morning-

  In response to complaint ********, as previously stated, Xperience Fitness communicated to all their members that their memberships had been transferred to Planet Fitness. The memberships were transferred at their current rate, with the option to convert to one of our membership options. Unfortunately, we cannot make any changes on the monthly dues until the account holder makes those changes. The amount that we will offer for refund is $59.37 once address is provided. 

  Thank you,

  Customer Answer

  Date: 01/10/2024

  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.
  
  As stated before by myself. Once the Xperience gym closed I had no further contact with them. I appreciate your offer but you cost me about double that with no services rendered. Thanks but no thanks. I want all my monthly charges and/or service charges refunded immediately.
  
  Regards,
  
  *********************

  

  Business Response

  Date: 01/24/2024

  Hello-

  In response to complaint ********, the amount that we will offer for refund is $59.37 as previously stated. Unfortunately, we cannot offer any addtional refunds. If consumer would like to proceed with this refund an address will need to be provided. 

  Thanks,

  Customer Answer

  Date: 01/27/2024

  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.
  
  Again. As I have previously stated several times. I reject your pittance of a refund and demand a full refund of all monthly charges and any other service charges that *** have been incurred. 
  
  Regards,
  
  *********************

• Initial Complaint

  Date:12/08/2023

  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.

  In August I started seeing a charge every first week from Planet Fitness for $41.39. I never approved this and have never been to a Planet Fitness. I called and was told that Planet Fitness bought Xperience Fitness and my information. Planet Fitness started charging me this amount for their health center. I told them I never approved this and don't know where they are located. I was told to come in-person and I would be reimbursed. I could get there until October and was given an email to contact ********. When I did she stated she couldn't reimburse me as it was past the 2 month window. What is concerning besides my information being sold in this transaction is that I was being charged $20 more than the lowest membership at Planet Fitness. And, so this charge was false and not a part of the membership package for Planet Fitness. This was unauthorized charges and I should be reimbursed for them. Charges of $41.39 July, August, September, October, November. When I stopped in person they could take back the recent charge for November. Total of $206.95

  

  Business Response

  Date: 12/21/2023

  Good Afternoon-
  

  In response to complaint ********, it was discussed that we are willing to offer a two month refund. Our cancellation policy requires a written signature and unfortunately we did not receive one. We did review the consumers account and we have verified that her account has been rewritten and is currently in good standing. There was also a refund processed on December 20th. 
  

  Thank you,