Complaints
This profile includes complaints for Planet Fitness's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 213 total complaints in the last 3 years.
- 89 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/18/2023
Type: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 wont let me cancel my membership, I never use planet fitness and created this account years ago when I was younger. They wont let me cancel my subscription unless I pay it all off and Im not able to do that. In the mean time they keep charging monthly and I am unable to pay it so it has gotten to $453 I owe. There is no customer service number to call or anything and when I try they let me suspended it for a couple months but then it resumes. I would love to work with plenty fitness in the future and get this figured out. Im just not financially stable yet and I am hoping they will be understanding and waive the fees to start fresh in a month or two when I am stable with my school schedule and work and money, considering I never used it. Thank you
Business Response
Date: 08/10/2023
We looked into the account and have decided to cancel and waive the balance. We look forward to when the member is able to rejoin.Initial Complaint
Date:07/17/2023
Type: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.
On June 29th 2023, the health club I was a member of called Xperience Fitness was bought out by Planet Fitness in ********** ********* and Xperience took extra money out of my account of $44.99 on the 29th and I emailed Xperience for my money back and they told me to get the money back from Planet Fitness and I physically drove to the location to cancel my membership, where there was no issue and I filled out a form requesting a refund and they told me all they can do is put the request in and they cant guarantee my money back and then they emailed me a day or 2 later saying they are looking into it and I have not heard ANYTHING back after I emailed them twice to see what's the hold up. I'm tired of this! Xperience gave them my personal info without my knowledge and they over charged me at that.Business Response
Date: 08/10/2023
After looking into the account, it appears that the refund was processed on 07/25/2023.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:07/17/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was a member of Xperience gym which was bought by Planet Fitness recently and closed with out notifications. I opted not to join but was charged and told that I had to cancel in person or by letter. I never signed a contract with Planet Fitness but they charged my card anyway. I'm working on a refund now but I don't agree with having to go in person to cancel when I was never a member.Business Response
Date: 08/10/2023
The membership was cancelled as of 07/28/2023. The refund was processed on 08/01/2023.Initial Complaint
Date:07/15/2023
Type: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 had a membership in ******, ** ***** before 2018 at Planet Fitness then I moved to *********, ** in September 2018 & every since I reported a former employer in *********, ** ***** on ******* ******************** at ************ - Owners ********************************** & CEO - ******************************************* have had all business owners or employees everywhere I do business mess up my accounts, put bogus notes in their computers, gang intimidation, raped, robbed of every account, & more. There was a female working at the Planet Fitness on ***********, *********, ** near Tropicana St during 2022 to 2023 named *************************** at ************ that was there every time I went in then said I owed an outstanding *** when my bank statement said the monthly fee was taken out of my account at U.S. Bank - ************************** in ****, ** *****. So they say I owe more than I should, added fees, took out bank, then she said I got a refund but not in my bank account listed on the ********************** account. I transfer ********************** membership from ******, ** ***** to *********, ** in 2018 or near then they keep lying on my account that I'm doing things I'm not & calling police for small stuff. Please check all Planet Fitness in ***** as the same people are doing this - ***************************, ***************************, ********************************* at ************, **************************** at ************ or *******************************************************. Please refund me any fees paid to Planet Fitness from 2018 to 2023 and remove bogus notes in computer system at Planet Fitness on ************************************ ****** ****************** ***** ************ Ave in *********, ** as my cousins daughter, ************************* maybe responsible for this.Business Response
Date: 08/10/2023
After looking into the account, there is currently an outstanding balance. There is no refund to be issued at this timeInitial Complaint
Date:07/14/2023
Type: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.
January 30, 2023. I purchased a year in advance for a membership at experience fitness in ******** ********* for $99.99. Recently without any warning other than the 3 hours before they closed, we were told they were bought by planet fitness. They transferred my membership over without giving me the money that I spent on membership at Experience Fitness. Planet Fitness is a 30-minute drive away. The company has not done anything to reimburse anyone.Business Response
Date: 08/10/2023
Per our records, the membership was created on April 10th,2023. We have attached the agreement which shows that nothing was charged at the time of joining. If the member can provide documentation showing that they were charged, we are more than happy to reassess at that time.Customer Answer
Date: 08/14/2023
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 purchased the membership through an ad I saw in my Email. A month later I got a call saying I never had a membership so I went in and they fixed it for me. I dont understand why it says I paid in cash. I dont think you even can pay in cash. My bank statement is in the image. The 12 month contract also does not have my signature on it where it says payment method was in cash.
Regards,
*************************Initial Complaint
Date:07/14/2023
Type: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 purchased the gym that I had a membership at (Xperience Fitness) and closed all ********* locations on 7/6/23 with no notice and transferred our memberships to Planet Fitness without our consent or knowledge. I was never sent any notification by either business that this happened to my membership. I found this out through friends at the gym. I immediately called Planet Fitness on 7/7/23 to cancel my membership and was assured by the person I spoke to that I would not be charged if I never used the gym. I never used the gym. I went to **** and joined that gym on 7/9/23. On 7/9/23 I went into Planet Fitness on 108th Street to try and cancel my membership again with no resolution. I then found out from another Xperience gym member that I could go on the Xperience website and cancel that way, which is what I did. On 7/12/23 I received an email from Planet Fitness confirming my cancellation and stating that I would be charged another fee of $19.79 which they did, in fact, charge me same day. I never used their gym, was inconvenienced by their closure of my gym, and then to add insult to injury they charged me a fee for the use of a gym I never used? I would like to be refunded the $19.79 they stole from me for no reason. There is absolutely no reason I should have been charged again.Notably at the time of my original membership with *********** was married and my married name was ***************************** - I have since been divorced and gone back to my maiden name which is ***********************.Business Response
Date: 08/10/2023
The membership was cancelled as of 07/12/2023. The refund was processed on 07/24/2023.Initial Complaint
Date:07/13/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am an Xperience member. The gym closed on 6/29/23. I received no notification of the gym closing before the fact. I found out on ********* I immediately contacted *** financial to cancel membership. They emailed back and said they are no longer in business with that particular club and I would have to contact the club. I did but club is out of business so if course no one answered On 7/13/23 Planet fitness pulled $56.48 claiming they bought out all Xperience memberships. The top tier of Planet Fitness is $24.99 not $56.48. I have no interest of being. Planet Fitness member and never authorized the credit card pull. I want money refunded.Business Response
Date: 08/10/2023
The membership was cancelled as of 07/17/2023. The refund was processed on 07/20/2023.Customer Answer
Date: 08/10/2023
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.
Xperience closed on 6/30. Planet Fitness took dues out on 7/15. I want those dues returned! I should not have to cancel a membership to a business that no longer exists (also I did try to cancel with ************* per my contract on 6/30 and was told I couldn't). I never authorized my membership to be transfered to Planet Fitness. I never authorized Planet Fitness to access my credit card account. This is fraud.
Regards,
*******************************Business Response
Date: 08/10/2023
I have attached an image that shows that we billed on 7/12/23 and that the payment was reversed on 7/20/23. The membership is cancelled and the billing information has been removed, so there will be no additional charges.Customer Answer
Date: 08/22/2023
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 never received a refund as they are claiming. I can provide my CC statement but didn't want to publish it online for everyone to see. I don't believe this case should be closed but I don't know how to proceed.
Regards,
*******************************Initial Complaint
Date:07/03/2023
Type: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.
Charged a service fee for an up coming year that was canceled. ***** that was nonrefundable. Requested a return of money for a series I was not provided nor did I use. Charged for equipment that was never used.Business Response
Date: 07/24/2023
Per our agreement, in order to cancel your membership prior to the billing of the annual membership fee, the club requires written notice delivered to the club in person or via mail to the address listed on or before the 25th of the previous month. It also states that the annual membership fee is fully earned when received and is non-refundable.Initial Complaint
Date:06/30/2023
Type: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 had an Xperience Fitness membership. That business closed yesterday and automatically transferred me to Planet Fitness along with my financial information. I do not want this to happen, it was done without my permission. I called Planet Fitness and they reported that they are not able to cancel my membership as they do not have access to the information until 7/6/23. They should not have access to my financial and personal information and be able to charge me without permission. I should not have to wait and make a trip to the club later. My financial and personal information does not belong to them without my permission. This situation is unacceptable.Business Response
Date: 08/10/2023
We just checked the account and it was cancelled as of 07/03/2023. No dues were billed.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:06/22/2023
Type: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 the Planet Fitness in *************** for five years. I recently canceled my membership and have the signed document by me and the employee stating my last day to use the gym was June 16, 2023 and that I would not be charged again. On June 16th, I was charged again, and they are refusing to refund me the money, and instead are saying I can continue using the gym instead. I don't want to use their gym. I bought a membership somewhere else and I want my money refunded to me.Business Response
Date: 07/24/2023
Per our cancellation policy, cancellations must take place on or before the 10th to avoid being billed for the month. The cancellation took place on 6/12, which means they would be charged on 6/17. However, due to the misinformation on the cancellation document, we will be issuing a refund for the member. Refunds can take up to 14 business days to process.Customer Answer
Date: 07/25/2023
[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,
***************************
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