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

  3415 Custer St Manitowoc, WI 54220-4324

  
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  Planet Fitness

  1083 E Johnson St Fond du Lac, WI 54935-8919

  
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  Planet Fitness

  709 E Capitol Dr Milwaukee, WI 53212-1307

  
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  Planet Fitness

  7459 W Good Hope Rd Milwaukee, WI 53223-4618

  

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:06/20/2023

  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 have contacted Planet Fitness's customer service on numerous occasions to cancel my membership and no one has gotten back to me. I have been charged 2 monthly bills in the meantime. I want a full refund of my 2 months of membership fees.

  

  Business Response

  Date: 07/13/2023

  Per the agreement, to cancel your monthly membership and stop the billing of the monthly membership fee, the club must receive written notification from you delivered to the club by the 10^th of the month either in person or a letter via mail. There is no record of cancellation on the account. If the member is able to provide proof of the cancellation, we are more than happy to look into it for them. At this time, we have provided a courtesy cancel for the member. We have attached the agreement and the cancellation document for reference. 

  
  

  Customer Answer

  Date: 07/13/2023

  [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.  However, since I did cancel to billing cycles ago, I would appreciate at least one of the monthly fees to be refunded to my account.
  
  Regards,
  
  *********************************
  

• Initial Complaint

  Date:06/13/2023

  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.

  I have enjoyed free membership for two years as law enforcement with *****, ******** planet fitness. Two days ago they told me at the front desk I was not considered law enforcement. It was embarrassing. They said I was a correctional officer and I am not. I am federal law enforcement. They should have sent us a letter or gave us a grace ******* We should get one year grace ****** to find another gym but even better would be the respect of not being belittled at the front desk. They can comp me one year membership if they have that respect

  

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

• Initial Complaint

  Date:06/06/2023

  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 January this location was set to open on several different dates and didnt open I attempted to find numbers to cancel also went to their midtown location to cancel at the time was told they would cancel it but would have to get it to the right individuals thats only because the goodhope location was still not open. I received a charge on May 25th 2023 I called went to two locations and talked to the gm at the good hope location she was extremely rude very very very non chalant and didnt offer any type of customer service or resolution. After finding out the charges were still coming I canceled at the goodhope location after months of assuming they handled it in January. They have no numbers to call, corporate numbers or anything these locations ****.

  

  Business Response

  Date: 06/08/2023

  Per the agreement, we need written notification of a cancellation. At this time, there is no documentation on file of a cancellation occurring during the time mentioned. If the member can provide the cancellation confirmation that would have been received, we can look into this further. At this time there is a balance on the account. Without proof of the cancellation occurring, we cannot consider a refund, but we would be willing to waive the balance on the account. 

  Customer Answer

  Date: 06/08/2023

  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.
  
  [How can you accept a written request when it stated to come into the center to cancel yet the center didnt open on the dates it said in January. I went to midtown location they stated they would take care of it seeming the goodhope location wasnt open. How can I get a balance on a facility I never even entered & canceled at another facility with. Attached is the cancellation done at the good hope location after a $***** charge came off my account recently. The date the location was suppose to open was January 1st 2023 and didnt they set a new date and didnt at that point I canceled at the midtown location. They have no steady staff to answer questions the g.m is very rude and non chalant . Im not accepting a balance refund due to the fact that I never utilized their facility & they made it impossible to cancel in the home facility due to not being open. Im looking for ***** be refunded to my card. 
  I also attached the contract cancellation.
  Regards,
  
  *************************

  

  Business Response

  Date: 06/23/2023

  We understand the frustration with the location not opening on the date originally stated. However, you stated that you went into the Midtown location to cancel, and we do not have any documentation showing that you cancelled prior to the cancellation that took place on 5/30/23. If you are able to provide the documentation that shows you cancelled it in January, we would be more than happy to look into this further. 

• Initial Complaint

  Date:05/01/2023

  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.

  Planet Fitness charged me an annual fee of approximately $54 though they advertise that they don't have contracts. I signed up form them ONLY because they offer over night classed which were best suited for my disability. But they ended up changing their hours and I can no longer go to the gym at the times I feel safe, yet they kept the annual fee for services they cannot provide. Not fair or acceptable.

  

  Business Response

  Date: 05/09/2023

  At this time, with the information provided, we are unable to locate an ****************************** is franchised, and we only have access to record for locations in our franchise. If you can provide your home location, we would love to look into this further and point you in the right direction if necessary. 

• Initial Complaint

  Date:03/18/2023

  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.

  I sent a letter to Planet Fitness last month in order to cancel a membership and have still been charged since. I sent the letter around February 27th and have not heard back, and on March 1st I was charged $49, and on March 17th I was charged another $10. All I would like is to have this cancelled and possibly refunded as I should not have to send multiple letters to cancel a membership with the gym.

  

  Business Response

  Date: 04/04/2023

  We apologize for the inconvenience of your membership still being active. We have gone ahead and cancelled the membership for you at this time. While you may have sent the letter on 2/27, we still have not received it in club. We unfortunately do not have control over the **** and when we receive mail. We have issued a refund proposal on your behalf for the $10 charge on 3/17, however the annual fee charged on 3/1 is nonrefundable. Per the agreement,to avoid the annual fee, we would have needed to receive cancellation by the 25th of February. Please note that it can take up to 14 business days for the refund to be submitted. 

• Initial Complaint

  Date:03/15/2023

  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.

  In October of 2022 I discovered on my credit card statement that I was being charged a membership fee to planet fitness. I contacted the club and informed them of the duplicate membership I was being charged. My other membership is being taken out of my bank account. The club cancelled the membership and told me I would have a refund within 4-6 weeks. I called late November and was told a refund was still being processed. I contacted the club in late Dec. and informed them I still did not have my refund. I spoke with a new manager ****, who showed me he had signed off on the refund Dec 1. and assured me the refund was being processed. I have contacted the club several times since then and have always been told that same thing. A refund is being processed, It is now March, I still do not have my refund. (about $315.00) the regional manager ***** told me this morning that a check had been re-issued and is being sent to me fairly soon. I am tired of being lied to, a check was never issued in the first place. So, How can it be re-issued? They have lied to me for 6 months. I have canceled my membership with Planet Fitness, and would just like my refund.

  

  Business Response

  Date: 04/04/2023

  We confirmed with **************** that a refund check was mailed out the week of March 6th. 

  Customer Answer

  Date: 04/04/2023

  [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:03/02/2023

  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.

  Complaint regarding this location and manager Shae for charging me for November, December, and January despite me canceling due to my pregnancy. I mailed in my doctor note and also called the location in October. I was told **** would be getting back to me but to date never has. I trusted that they would cancel but I recently noticed my bank was drafted again in January which prompted me to review my bank statements. I had my husband drive me down to the physical location where I again requested cancellation. The staff took my name and number down on paper and I saw the note requesting Shae call me. The following day Shae never called. I called twice before I was able to speak with her. She claims she was not given a note from last night, even though I saw it written with my own eyes. She also claims she never got a letter in October. Therefore she would not refund me for the 3 months of charges, even though she confirmed my last check in was 10/5/22. I have been going to this location since 2019 with only a pause due to Covid-19. I am very shocked and frustrated at how difficult its been to cancel. She is refusing to refund me for the 3 months that I was charged after canceling because she claims I never wrote in to cancel. I find it hard to trust that my letter wasnt received considering she couldnt even locate the note that her staff left her less than 24 hours ago. The gym is clearly disorganized and I am being financially punished for it. Considering I am pregnant this is not only unreasonable but its also poor service to a loyal customer. It also isnt a way to regain my patronage after I give birth and can safely return to the gym. I would like my 3 months (nov 22, dec 22 and Jan 23) refunded.

  

  Business Response

  Date: 03/15/2023

  We apologize that you were having difficulties getting in contact with your home club's manager.

  Upon looking into the account, 2 of the payments were reversed on 02/03/2023 and the 3rd payment was reversed on 02/16/2023. 

  Customer Answer

  Date: 03/16/2023

  [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. 
  

  it should be noted that my resolution came as a direct result of my incredible bank, and not from planet fitness. I made several attempts to resolve directly, including with this BBB complaint which went unanswered for over 30 days. For anyone reading this, it should be well noted that it is because of ***************** ***** that this was resolved and not in any way thanks to planet fitness, but I do appreciate their apology that their club manager was inadequate.
  
  
  Regards,
  
  ***************************

  
  

• Initial Complaint

  Date:03/02/2023

  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.

  I purchased a gym membership at planet fitness and it came with a deal for introductory Memberships. If you sign up up to 3 people you can get 3 months free at a discounted rate I signed up 2 people and had to fight for one month with a club manager and it went all the way up to corporate and they gave me 1 month even though I signed up 2 people.View web version.pfLooking for the perfect workout ****** Refer a friend Want a way to make your fitness experience more fun? Bringing a workout ***** along is a great way to achieve this and can be done in 3 easy steps:When I asked why I couldn't have the 2nd month the manager at the club stated I only get one month which was not true and it was a false vacation and she defrauded me.In fact I believe she took it very personally and I don't feel comfortable going to that gym anymore so I'm going to go to other locations because I'm just not going to go to that gym anymore.They just sent me an email dated for this day which is January 31st 2023 in which it States Open the ** App.Click on Refer A Friend.Send your friends your exclusive referral link they will get a great deal and for each friend that joins, you can earn a free month (up to 3 months)I demand that they give me 2 months for free since I signed up ********************************* at the Planet fitness East ********* Club AND *************************** at the ********* ** Planet Fitness Club Using this code This friendship is really working out. Join Planet Fitness for just $1 down when you use my exclusive link!********************************************************************** I demand both my free months and am disappointed as I had a 3rd new member for the ********* ** location that refused to join due to all this.So they lost a new member already and Victo nor ******** have gone to their planet fitness locations more than once for ********** and none for ******************************. She wants to cancel actually.

  

  Business Response

  Date: 03/24/2023

  I apologize for the delay in response; I only recently was able to access Mr. ******** member information.
  To begin, the offer in question was something that needed to be redeemed via the app. Unfortunately it is not something that was able to be taken care of at club level.
  Upon looking into Mr. ******** account, it appears that there was miscommunication regarding the number of referrals made. It is noted in the account that he initially mentioned referring one friend, which is why he was only credited for one month. When he informed staff that he referred two friends, we went ahead and credited him for another month. He was informed that this would be the last time we would honor it through the club, as it is supposed to be done through the app. If it is done through the app, the free month is automatically applied.
  I was able to confirm in the account that ****************** was not charged for 2/17/23 or 3/17/2023.  
  ****************** is set to be charged again on 4/17/2023. 

• Initial Complaint

  Date:02/28/2023

  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 online because their website specifically states that they have personal trainers. I also signed up for an orientation (email confirmation received from them) as well as 30 minute session called "Design Your Own Program - 30"( email confirmation received from them).They DO NOT have personal trainers and when I got to the facility for the New Member Orientation, was told they do not have it. Cancelled my membership that day. Requesting a refund of my $25.99 as what they have on their website and what I signed up for is not what I was going to receive for services.

  

  Business Response

  Date: 03/10/2023

  I apologize that upon sign up, you were able to sign up for classes when we do not currently have a trainer at the *******, ** location. We have sent in a refund request on your behalf. A check will be mailed to you, so this should take no longer than 4 weeks to receive. If by 4/7/23, you have not received it, please contact the club and we will look into it for you. 

• Initial Complaint

  Date:02/28/2023

  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.

  When I signed I was added the wrong club. I tried to change it but I was told I have to wait 90 days before i can change. I want to cancel but they said I need to go into the club. I'm not driving that far. I need to close out my account and be done with your company. My phone number is ************.

  Customer Answer

  Date: 01/27/2023

  The address is ******************************** ************ *****

  

  Business Response

  Date: 03/15/2023

  I was unable to locate a membership with the information provided. 

  Planet Fitness is franchised, and we do not have access to all locations information. 

  If the membership was created at the Planet Fitness on W Sunset Rd., please provide the agreement from the time of sign up so we can better assist. 

  If the membership was created at the Planet Fitness on ********************., that location is outside of our franchise so we do not have access to that information. You would need to reach out to that location for assistance. 

  I apologize for any confusion and inconvenience this may cause.