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

  2311 W Broadway Monona, WI 53713-3723

  
• 

  Planet Fitness

  2700 W College Ave Grand Chute, WI 54914-2918

  
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  Planet Fitness

  N89W16899 Appleton Ave Menomonee Falls, WI 53051-2038

  
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  Planet Fitness

  10101 Market St Ste C060 Rothschild, WI 54474-7960

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/10/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was a member at Xperience fitness in **********. They were purchased by Planet Fitness and minimal information was provided to members. Its was only stated that memberships would be transfer to the closest Planet Fitness location. There was not explanation that members would begin being charged by Planet Fitness at the rate they were playing at Xperience, which was almost double the current Planet Fitness rate. I went in to cancel (July 2023) as I was told over the phone I could only cancel in person. Then requested a refund for the membership I was not using and never wanted with Planet Fitness. One month later (August 2023) I was charged again. After going in again I was told that my cancelation was never completed and that was why I was charged again. I submitted a second refund request. Now after several phone calls for updates I am told there is no update or that I should call back in 2-3 days and still get no update.

  

  Business Response

  Date: 10/27/2023

  Hello-

  In response to consumer complaint ******** all members transferred from Xperience Fitness received notification via email on the steps to take regarding their membership. After review of the account it looks like the account has been closed. As courtesy, we will refund the payments for July and August for a total amount of $82.96. Unfortunately, we no longer have any billing information on file so we will be issuing a check that will be mailed to their residence. We will need verification of the address they would like the check to be mailed to. Once we receive confirmation, a check will be mailed between ***** business days. 

   

  Thank you,

  Customer Answer

  Date: 10/27/2023

  [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 mailing address for them to send a check to is:

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

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

  **********, ** 53227

   

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

  
  

• Initial Complaint

  Date:10/10/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The ********* West location has signs which indicate no bags on the gym floor and no cellphone usage in the locker room. Despite these guidelines clearly posted, staff either cannot or will not (most likely the case) enforce them. Ive witnessed many violations of them and have even brought it up to their staff. It should not be my job to do the job theyre being paid for and not doing what they should be doing.On August 17, 2023 I contacted Planet Fitness Corporate Headquarters to express my frustration and disgust regarding this particular location because of the concerns mentioned above. The customer service agent I spoke to was dismissive of my complaints. His tone was rude and disrespectful. He suggested that perhaps a smaller gym would be a better fit for me. I told him that the staff at the ********* West location needs to address these problems and enforce the rules. The customer service agent proceeded to try and deflect the conversation by offering the suggestion or scenario that gym staff couldnt tell members not to listen to music with their headphones or no one would come to the gym. My complaints had nothing to do with patrons listening to music. In addition, I asked the customer service agent to have the franchise owner to call me about my complaints. *** received no response.When trying to address my complaints about the ********* West location to staff at the club, a regional manager who was present at the time I called said that he would give me 2 free months of membership because of the trouble. This was confirmed by another staff member (on the desk computer) when I inquired in person about my membership several weeks later. However, I only received 1 free month (August), as my credit card was charged in the amount of $10 on September 2023.In light of the fact that Planet Fitness corporate headquarters and the ********* Wests franchise owner has shown absolute disregard for members like myself and will not assist me with my complaints, I no longer want anything to do with Planet Fitness. I do not want any additional credit card charges by Planet Fitness. Furthermore, I want my $10 monthly fee (charged on September, 2023) refunded and my membership canceled.

  

  Business Response

  Date: 10/24/2023

  Good Afternoon-

   

  In regards to consumer complaint ********, we apologize for the experience received during their visits. We at Planet Fitness strive to create an enjoyable and positive experience each time our members come in. We are disappointed to hear that this was not the case during your time with us and we will use this opportunity to coach our teams as we do implement checks to make sure items are not out on the gym floor. I have confirmed that the account has been cancelled and we will submit a refund proposal for the last charge on the account for the $10. The payment will be reversed to the account we have on file within ***** business days. 

   

  Thank you,

  Customer Answer

  Date: 10/24/2023

  [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:10/09/2023

  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.

  I went into the ********* planet fitness in April to upgrade my membership but instead the employee created 2 memberships! I informed planet fitness I was being double charged by them for 2 memberships for 3-4 month plus 2 annual membership fees. I went in a few months ago and filled out refund paperwork. The employee at the location told me good luck the corporate office never gives refunds. I have tried contacting the business but nobody ever returns my calls.

  

  Business Response

  Date: 10/24/2023

  Good Afternoon,

  Regarding consumer complaint ******* we have looked into the member's account and were able to verify that they had two active accounts on file. Since the member was looking into upgrading to the Black Card membership those charges were valid after investigation. However, we are willing to refund for the double charges she received for **** June, and July for the amount of $30 along with the annual fee of $39 that was charged on 4/1/2023. The total amount of the refund will be for $69.00 which will be reversed back into the *** account we have on file. The refund should appear between ***** business days. 

   

  Thank you,

  Customer Answer

  Date: 10/24/2023

  [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:10/09/2023

  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.

  We canceled our daughter membership in June and they are still billing us despite sending them multiple Letters and calling them. Our daughter went to austrilla for the summer and has gotten injured. I have had to miss work between the amount they have charged our credit card/bank account plus lost wages we are out $109

  

  Business Response

  Date: 10/20/2023

  Can you please provide information for the person who the account belongs to. We are unable to locate the account in question with the information currently provided. We would need the first and last name and phone number associated with their account. Once we have this information we can look into this further. 

  Customer Answer

  Date: 10/23/2023

  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 appear below.
  
  It was my daughters account under ******************* she is over seas since June and we canceled it before she left and have still been getting charged despite letters and emails. It is fraud to charge us for a service we canceled. 
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 10/27/2023

  Good Afternoon, 

  Unfortunately, we are still unable to locate the account by just the name due to several memberships with similar names. Please provide phone number and location where the account was created to proceed. 

   

  Thank you,

  Customer Answer

  Date: 11/13/2023

  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 appear below.
  
  14933 **************** ***** ** 68116

  
  

  **********
  

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

  

  Business Response

  Date: 11/14/2023

  In response to complaint ********, we were able to locate the account in question. The account has been cancelled and there was a balance from July's payment that was declined and that balance was waived. We will be issuing a refund for August, September, and October's for a total of $32.10. The refund will be reversed to the credit card that was charged within 14 business days. 

  Thank you,

• Initial Complaint

  Date:09/08/2023

  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.

  Black Duck Partners / Planet Fitness wrongly cancelled my membership based on their perception of a "policy violation" -- which I dispute. They said they would provide a refund for monthly fees and annual dues and have NOT done so. I attempted to contact them multiple times via email and phone and they refuse to respond. As private franchisees of Planet Fitness, the corporate customer service just says "contact the franchise" and there IS NO CONTACT information for this shady organization. Attempts to reach someone at the local club level has proved fruitless. The fact that they don't list any contact information on their website *************************************** - is a clear RED FLAG that this is not a reputable organization.

  

  Business Response

  Date: 09/13/2023

  Due to the interactions with staff, the ban will stand. We will be refunding the most recent monthly dues. The refund was submitted and can take up to 14 business days to appear in the account. 

  Customer Answer

  Date: 09/13/2023

  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 appear below.
  

  I disagree with your decision -- but as no longer want to be a member, that's fine. However, I do believe that I deserve a pro-rated refund on the annual fees which you just charged  as well -- not just the monthly fee. According to my calculations, this should total $38.49 -- which is $30.14 for the annual fee, plus $8.35 on the monthly fee.

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

  

  Business Response

  Date: 09/14/2023

  We bill through a third-party vendor and are unfortunately unable to process prorated refunds. Also, per the agreement, the annual fees are fully earned when received and are non-refundable. 

• Initial Complaint

  Date:09/05/2023

  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.

  Overcharges on my credit card. I have been charged $15 every month since Apr of 2023 in addition to my autopay of $10 per month. I brought it to the club manager's attention back in April and since then he has been saying it will be refunded. But instead, every month they keep charging my card despite my complaints. There is no one accountable that I can talk to, the manager gave me a phone number for *** fitness to call for help but when I press the option to connect to CSR about the billing, the call gets disconnected. I am getting so frustrated and fed up with them and want to just cancel the membership. Though I don't want to lose my money either. I have been getting a run around with no resolution. This is absolutely a shady practice of them charging a late fee of $15 when they already deduct my monthly charges on my card every month on a specific date. I want to bring it to your attention and hoping this would help resolve my case. Thanks

  

  Business Response

  Date: 08/14/2023

  Planet Fitness is independently owned and operated this complaint is not part of our franchise; I've emailed the BBB to  please forward it to the correct franchise owner. 

  

  Business Response

  Date: 09/01/2023

  The regional manager, ****, has reached out. His response is as follows: 

  I called Mr. ***** today. I've been in contact with him previously regarding his refund. I sent it to our old manager at the time with all the information needed to get started with this refund. I followed up with him twice before he left and he never sent it over. 
  
  Today I called the member and we spoke over the phone. I made him aware of the situation and I apologize for the inconvenience. 
  
  I took matters into my own hands and filled out the refund proposal. He thanked me for giving him a call and solving everything out for him. 
  
  I will be sending that refund now! 

  Please note refunds can take up to 14 days to process.

• Initial Complaint

  Date:08/28/2023

  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.

  Double billing of Monthly membership fees by ****************** Silver Sneakers and my personal bank account. Cancellation of my original membership account when I turned 65 was never done including the automatic withdrawal from my bank account. United Healthcare has verified they have been paying the membership fee since June of 2017. The amount is from June 2017 thru August 2023. 74 Months @10.00 month. $740 Total Letter requesting refund delivered to branch June 23rd 2023 with supporting documentation from *** (ala statements showing withdrawals from 2017)NO RESPONSE TO DATE after repeated calls to Plant Fitness Manager ***** in ***************.

  Customer Answer

  Date: 09/14/2023

  Got me REFUND check from Planet Fitness  yesterday for $765!!!!

  My Best!

  "You can have anything in life you want if you help enough people get what they want"-*******************

• Initial Complaint

  Date:08/28/2023

  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.

  My 17 year old daughter *************************** signed up for a "free" summer at Planet Fitness. Apparently, when she signed up online, she signed up for the wrong then, then immediately canceled it and set up the "free summer". Planet Fitness has yet to return her money. And when I talked to the General Manager, he said she more than likely will NOT receive a refund even though it's obvious she signed up for the package in error and immediately corrected it. They have refused

  

  Business Response

  Date: 09/01/2023

  We have submitted a refund request in the amount of $66.89. This is for the start up fees and the monthly dues. It can take up to 14 business days for the refund to process. 

• Initial Complaint

  Date:08/22/2023

  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.

  My fianc and I had a membership with planet fitness and decided it was best to close out membership with them for personal reasons. I went to the manager (said his name was ****** but wouldn't give last name) and asked how do i go about removing my membership from them. He stated that you can either send it via mail or a written letter and drop it off at the desk. I than **** up a document stating both myself and my fianc (***************************) are canceling membership. The gentlemen than took the paper and placed it in a plastic file behind the desk and said that i am good to go but that i will be charged for the month of June as i turned the notice in mid-May. i agreed that was fair and went on my day. We are now in August and i called back and asked why was i still be charged for membership. ****** stated they lost the paper and that he never said they accepted a notice at the front desk that i was lying to him.I thank asked for the regional manager in which he stated his name is Stew i cant give you his business number or email and gave me some generic email to contact ***************************************** which has been over a week and still no reply. I would like to be compensated for the money that was taken without permission! Dont worry we wont be back to your facility either.

  

  Business Response

  Date: 09/01/2023

  After looking at the accounts, they were both cancelled as of 7/17/2023. We did not receive payments for the month of July. The accounts had $58 buyout fees, but we went ahead and waived those. There will be no future charges to the accounts. 

  Customer Answer

  Date: 09/01/2023

  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 appear below.
  
  We canceled in may which would mean that we shouldnt have been charged after that.
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:08/22/2023

  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 canceled my membership in person like there website says. Then they still kept charging my account so I sent them a letter canceling my membership. So I called and told them and they said they would cancel it and they still have not been going on over a year!

  

  Business Response

  Date: 09/01/2023

  After looking at the account there is no record of a signature on a cancellation form. We require a 90-day notice for any billing discrepancies.We have gone ahead and cancelled out the membership and will be issuing a refund for the last 3 months as a courtesy. Refunds can take up to 14 days to process. 

  Customer Answer

  Date: 09/01/2023

  [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,
  
  ***************************