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:08/15/2023

  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.

  Planet Fitness is taking money out of my account without authorization from myself. They had promised a refund, but instead have been pushing the refund date out, every 2-weeks. They recently charged again for a service I never had authorized. Manager of the store promised a refund and to this date, it hasn't happened. Instead I was charged more.8/15/2023 - No refund at this date, instead I am being charged $22.49 for a membership that was canceled. 8/1/2023 - Planet Fitness confirmed refund would be another 2-weeks 7/12/2023 - Planet Fitness confirmed refund in 2-weeks 7/11/2023 - Planet Fitness confirmed refund and canceled payments moving forward (screenshot email).7/10/2023 - reached out for refund 6/15/2023 - $44.98 (this is for 2 memberships at $22.49 each for the month of July)5/10/2023 - $40.00 (Maintenance fee's for 2 memberships).

  

  Business Response

  Date: 09/01/2023

  Landons membership was cancelled as of 7/10/2023. Per the attached image, the refund was processed on 08/22/2023. Unfortunately,Alexandras membership was not cancelled until 8/21/2023. However, we processed refunds for all payments on 08/22/2023 and 08/23/2023. I have attached an image showing this as well. 

• Initial Complaint

  Date:08/15/2023

  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.

  *** tried several times to cancel my membership with them since June. I have signed to have my membership discontinued and called several times to only hear that they are going to cancel it. Money has ($30.55) per month for 3 months total $96.65 has been takin out of my acct. I want the membership canceled and my money back. I do not use their gym nor do I want to.

  

  Business Response

  Date: 08/15/2023

  We will be issuing a refund for the July and August payments ($61.10) as the membership was cancelled improperly and they should not have been billed. The account is now cancelled, and we have removed the billing to ensure there are no additional accidental charges.
  We are not able to process a refund for the June payment as the member would have had access to Xperience Fitness for that billing period.  
  Refunds can take up to 14 days to process. 

  Customer Answer

  Date: 08/17/2023

  [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:08/09/2023

  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.

  On 8/8/23, Planet Fitness caused or permitted a company called ********* to send me a survey about Planet Fitness via email. The survey originated from o2.sendgrid-staging.*********.com. The email included a link to a very lengthy privacy policy. Reading the policy would lead any reasonable person to conclude that information provided in the survey would be transmitted anonymously. Furthermore, hovering over the links in the email revealed that they all lead to *********. I therefore concluded that I was being asked to participate in an anonymous survey -- that my responses would not be paired with my contact information. I certainly did not expect, based on what I saw, that my comments would be sent directly to counter personnel at the gym I subscribe to WITH MY CONTACT INFORMATION. I responded to the survey with the lowest possible rating and strong comments about the extreme lack of sanitation at the ******, ** Planet Fitness. Shortly after doing this, I received a notice from ************************* (if that is a real name) at Planet Fitness ****** stating that my subscription is cancelled because I was rude to staff. I called Planet Fitness and spoke to ****** and he confirmed that he had seen my survey response and that my response was the reason for termination.On 8/1, just a few days before ****** unilaterally and without my consent terminated my subscription, Planet Fitness charged the annual subscription fee of $39 to my Citibank Mastercard ****. This they did without authorization. My fees were set up to be paid with ********* Mastercard ****. I had provided Citibank card only for one-time payment and did not authorize recurring use of the card.Resolution Sought:1) Cause Planet Fitness to DISCLOSE THAT SURVEYS ARE NOT ANONYMOUS AND THAT COMMENTS WILL GO STRAIGHT TO THE COUNTER PERSONNEL. 2) Cause Planet Fitness to refund $39 annual fee for services 8/1/23-8/1/24 which I cannot consume because they unilaterally cancelled my subscription.

  

  Business Response

  Date: 08/11/2023

  The surveys are generated through a third-party vendor. Mr.******** review did not only include critiques regarding the cleanliness of the facility, but also included derogatory racial comments. We are more than happy to provide a copy of said review if needed. We will be refunding the annual fee and most recent monthly dues, which equate to $49.00. 

  Customer Answer

  Date: 08/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. 
  
  Planet Fitness has failed to refund the fees that they stated they would refund. Their response is meaningless lip service at this point. 
  
  Regards,
  
  ***************************

  

  Business Response

  Date: 09/01/2023

  Refunds can take up to 14 days to process. The attached image shows the original charges and the reversals. 

• Initial Complaint

  Date:08/03/2023

  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.

  have been receiving multiple automated calls claiming that my account is past due and asking me to call **********. However, I have been ignoring these voicemails as my bank has been notifying me about the monthly fees being withdrawn by Planet Fitness. On 08/03/2023, I called ********** and spoke with ****** regarding my account. At first, she informed me that I was past due and needed to make a payment. When I told her that I see auto payments being taken out every month, she informed me that I owe $90 for the monthly fees of December and ****, as well as the annual fee for December. I informed her that I already paid the $39 annual fee, and asked why I didn't receive any notification about the past due amounts. She advised me because I am not an active member, I wouldn't get a call or a letter. She also mentioned that I am past due for December monthly, annual, and **** monthly fees. When I expressed my concerns, she told me to go online and find the customer service number if I had any further problems. This call left me feeling upset as I have been a member of Planet Fitness since before Covid, and even though I have not been able to visit the gym since the pandemic, I have been paying my monthly fees. My bank returned the withdrawals for **** and December, but the December annual fee was paid. ****** did not provide me with any information on who else to contact, not even a manager. She was very rude, careless, and hung up on **** would like to resolve the issue of my total owed being removed. The representative advised that I haven't been an active member, which led to an incorrect balance. However, she refused to assist me.

  

  Business Response

  Date: 08/10/2023

  We have gone ahead and waived the balance for this member. At this time the account is up to date. 

• Initial Complaint

  Date:08/01/2023

  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.

  7/31/23 - ~1:30pm I walk into the planet fitness location at ***********************************************************. I wanted to cancel my account and the ** and DM both refused to do so as they say I have a remaining balance on the account. Okay fine, send me an invoice and close the account. They still refuse. So this companies policy is to harass customers who can no longer afford their services by continuing to charge them fee's when they have expressed that they can no longer pay them. This should be illegal, and not only was the ** disrespectful, so was the DM, and one of the employees behind the counter with odd red dreds in his hair. Regardless if I was raising my voice and swearing that is not grounds for you to then bark back at the customer. I'm always right, even if I'm screaming in your fact. This companies policy regarding this is an absolute joke and the management here is as well. I've been a paying customer for over a year. And this is how I'm treated. Close my account please, or I will just notify my bank that any future charges from Planet Fitness are fraudulent as I've done my due diligence now to make sure that I no longer accrue charges, yet your company policy has prevented me from that.

  

  Business Response

  Date: 08/01/2023

  Hello *******,

  Thank you for bringing this to our attention and we apologize for the inconvenience. Unfortunately, our franchise, Grand Fitness, does not own or operate Planet Fitness locations in **. We own and operate locations in CA, **, **, VA and one in **, therefore, we do not have access to your account. 

  While we cannot resolve this issue, the BBB should be able to point you in the right direction in finding the correct franchise. 

  Thank you and have a great week. 

  

  Business Response

  Date: 08/08/2023

  After review, we will cancel the account and waive the balance for the member. However, due to the interaction with the management team,this member will not be able to rejoin in the future.

• Initial Complaint

  Date:07/25/2023

  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.

  Planet fitness has been charging my account for the last 8 months after I had my bank put a block on the payment because I dont have time to go into the place and cancel and I should not have to do that I should be able to cancel in the app and also I originally signed up for $10 a month membership but they been charging me $25 a month so I have been paying this for almost a year and want a refund they cant run my debit card through different accounts the original account was direct debit planet fitness and the other account that started drawing money out my account after my bank put block on payment was planet fitness **** its a total scam and they also charged me a annual fee of $49 in 2022 a week after I applied for membership and they jus charged me another $49 last month for the year of 2023 after I have put block on the original payment account direct debit ********************** I have to leave my debit card locked in order for them not to charge me again through other accounts, because they want let me cancel over the phone or through the planet fitness app

  

  Business Response

  Date: 08/08/2023

  We have gone ahead and cancelled the membership for the member as a courtesy. We have also attached the agreement which explains the accepted ways to cancel the membership. At this time, there is a balance on the account,which we are willing to waive. However, due to the membership not being cancelled in accordance with the agreement, we will not be issuing a refund. 

  Customer Answer

  Date: 08/10/2023

  [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:07/25/2023

  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.

  Our gym membership was purchased by (planet fitness) when our previous gym (experience fitness) went out of business. We were never given notification of the change and heard it by word-of-mouth. Since then we have been to planet fitness to cancel the account twice. We have now gotten charged twice and still no refund. I should mention that we were also charged by Xperience fitness the day they closed. So in the last month and a half we have been charged three times for 3 memberships (Me, my husband, and my son)!! The email address given from planet fitness to contact experience fitness for a refund leads right back to planet fitness. We cannot help but feel like were getting the runaround and that well never be able to cancel this membership or receive a refund.

  

  Business Response

  Date: 08/10/2023

  Paulas membership was cancelled as of 7/14/2023. The refunds were processed on 08/04/2023 and 08/09/2023. ***** membership was cancelled as of 7/14/2023. The refund was processed on 08/04/2023. ****** membership was cancelled as of 07/14/2023. The refunds were processed on 08/01/2023 and 08/04/2023. 

• Initial Complaint

  Date:07/25/2023

  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.

  My gym Xperience Fitness closed and my membership was transferred to Planet Fitness. When this occurred, I called Planet Fitness to cancel my membership. They told me that I could not do this by phone, but needed to either come in person or send a letter. I sent them a letter, they confirmed the receipt via email and I was still charged for my next months membership. I have attached a copy of the letter as well as my email corresponds. Planet Fitness has simply not responded to my inquires about the charges.

  

  Business Response

  Date: 08/10/2023

  The membership was cancelled as of 07/13/2023. We have submitted a refund for *****, which can take up to 14 days to process. 

  Customer Answer

  Date: 08/11/2023

  [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:07/19/2023

  Type:Customer Service 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 to work out at planet fitness on mineral point ******* on Saturday July 15 2023 at 2 pm. I put my purse in a tall locker. No items on the floor or hanging up. I was finished working out around 3 pm. When I went to get my purse the locker was wide open exposing my purse. At first I thought maybe I forgot to out my lock on the locker. Nope the key to my lock was in my pocket. At this point I went to the service desk to report the break in. I spoke to the only person working (maybe *****). She explained that she just came in to work but was aware that other employees cut off my lock. She stated a member had keys in my locker so they cut it off. As I stated no such item was in my locker but it was possible it could be in the top part of the locker that I am to short to view. At that point there was only about 5 women working out. I asked her why they didn't ask any women working out to open their locker. No reply. I then asked why they would leave my locker open with purse out for anybody to steal. I was told that it was their policy. I was relieved that my credit cards were still there but I was missing some cash. I went home and pulled up the policy for locks being cut off. The policy states that they will put items behind the counter. After being lied to I filed an incident report for the police department. My deductible was to high to file with my insurance. I called ***** back and asked for the managers number. No manager just a regional Mgr ****. I spoke to **** and said she could release front door video to police if needed. That's fine but it doesn't show the locker room where my purse was located. I contacted corporate and explained that the employee did not follow policy and left my items to be stolen. My loss was due to his negligence . No accountability was taken. I was told that I can't prove who took it or how much money was taken. I didn't disagree but money was missing. then rudely hung up on me.

  Customer Answer

  Date: 07/31/2023

  
  I received a phone message from planet fitness on July 22 2023.  ******** the assistant manager said they would work with police to release video.  My purse was in the locker room with no video.  She also stated that the staff was watching my purse.  No one was in the locker room and only one employee was working when I found my locker door open and purse exposed.  That was another lie and I have the message on my phone.  I didn't find the link to add further communications.
  
  
  
  
  

  

  Business Response

  Date: 08/15/2023

  Another member had their items in the locker and when they went to retrieve it at the end of their workout, there was a lock placed on it.That member needed their belongings, so per our policy, we removed the lock for them.  
  Our policy also states we are not responsible for lost or stolen items; however, we will be waiving 3 months of membership dues as the initial claim we received from the member was that $60 was taken. She will not be charged for 8/17/2023-10/17/2023. Charges will resume on 11/17/2023.

  Customer Answer

  Date: 08/16/2023

  [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:07/19/2023

  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.

  Transaction date 07.12.2023 amount $30.55 My credit card was charged without my authorization. I have emailed the regional Director (email attached) twice no response has been sent.

  Customer Answer

  Date: 08/01/2023

  Good morning ****, 

  I got your voicemail this morning and I am forwarding to you the latest email communication with ******** at Planet Fitness. 

  I did not sign to be a member to Planet Fitness therefore I don't understand their signature requirement to cancel membership which it should have not been transferred there without my consent to begin with. 

  My emails should be the signature of cancelling the membership. 

  
  

  Please advise, 

  Erjona

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

  From: ***************************** <*********************>
  Sent: Tuesday, August 1, 2023 8:09 AM
  To: ********************************* <nathalie@blackduckpartners.com>
  Subject: Re: Membership Cancel Request

   

  Good morning ********, 

  I hope everything is good with your family by your email didn't have an out of the office automatic reply. 

  Here is my address to mail what is needed and will I mail back what you would need. This email should work as my signature as well. 

  
  

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

  2206 ****************

  *********, ** 53154

  
  

  Thank you, 

   

   

  

  Business Response

  Date: 08/10/2023

  A refund for $30.55 was processed on 07/19/2023. We have ensured that the membership was cancelled, and the billing information was removed. 

  Customer Answer

  Date: 08/11/2023

  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 have not received a refund as of today August 11th. Please provide proof of the refund
   
  Regards,
  
  *****************************

  

  Business Response

  Date: 08/15/2023

  We have attached a screenshot of the invoice history from the account, which shows that on 07/19/2023 the payment of $30.55 was reversed. 

  Customer Answer

  Date: 08/16/2023

  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.
  The reverse shows only the *** account transaction. I would like to have the copy of the reversed payment sent back to my credit card or other form of payments that proves the money was sent back as I have not received any credits to my credit card on 07/19/2023 and after. What was sent is not proof of payment. 

  [Please type your response here.]
  
  Regards,
  
  *****************************