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

  
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  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:02/20/2023

  Type:Order 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.

  Black Duck Partners LLC, a Planet Fitness franchisee in many locations across North America including **********, ** closed their doors for many months, while charging their customers for services not rendered. When they reopened, a mask was required during workout. Rather than continue with the policies of Black Duck Partners I cancelled my contract. At cancellation I was informed that if I ever rejoined my dues would be frozen ay my then-current rates. This rate was $305.00 per year tax included. This is a breakdown of Approximately $20 per month and an additional fee of approximately $50 after a couple months. Now, the ********** location is without a manager, so all inquiries are from handled from outside of the area. These people have not acknowledged the notes on my file which guarantee my rates. They will not honor these rates. Furthermore they have mislead the truth, saying they are prohibited from give me those rates. This assertion was proven incorrect after contacting Planet Fitness corporate who said franchisees can make adjustments to membership rates.

  

  Business Response

  Date: 04/04/2023

  First we would like to apologize for the inconvenience you faced at the club with no manager at the time. We have taken a look into your account and did see the notes that were left at the time you cancelled.Unfortunately the staff were incorrect in telling you that we could honor that same rate when you rejoined. Planet Fitness corporate sets the dues amounts and we are not allowed to alter them. What we have done for you is froze your dues for the next 4 months, 3 of which equates to the difference in yearly fees, and another of the inconvenience you were caused. You will still have access to the facility, but you will not be billed until 8/17/23. 

  Customer Answer

  Date: 04/06/2023

  [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:02/08/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been being charged monthly for my brothers membership. I helped him get started and was told I can call and cancel anytime. I have called multiple times and have been told I need to go to the establishment to have the charges stopped which is not what I was advised. I have been being charged for an unused membership for over 2 years at $22.04 a month and would like to be reimbursed. My brothers name is *********************************, and the card is under my name *********************************. Its is a Mastercard ending in ****. I would like to have my card removed and to be reimbursed.

  

  Business Response

  Date: 02/13/2023

  We sincerely apologize for the incorrect information provided at the time the membership was created. Our agreement outlines the process in which to cancel and how billing works. However, upon looking into this account, we found that at the time of sign up, a step was missed, which caused this to be an incomplete agreement. Due to the error on part of our location, we will be issuing a refund for the membership. We have been in contact with our financial department and are hoping to have this submitted by the end of this week. Should we come into any issues, we will reach out directly to figure out the best way to proceed. Once again, we apologize for any confusion or issues that occurred on our part. 

• Initial Complaint

  Date:02/01/2023

  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.

  This company is using shady business practices, you have to actively look for a fee due date and if your payment is late the late fee is 150 percent more than the monthly fee, which is why I decided to cancel my membership. Two days after cancelling my cc was charged again. I contacted planet fitness and before I could get a word in, they informed me that I had to cancel before the tenth of the month or I would still be charged, which I'm sure that fact is buried in fine print in their contract.

  Customer Answer

  Date: 02/02/2023

  I am still having issues being able to access this complaint on the website. 

   

  My response is below: 

   

  Per the agreement, it is stated that we bill monthly dues on the 17th of each month and the annual fee on 5/1 of each year. It also states to cancel the membership, the club must receive written notification by the 10th of the month, either in person or by mail to avoid monthly charges. Per the cancellation document, we received cancellation on 12/20/22. Since the membership was cancelled after the bill date, we were unable to stop the payment. I have attached both documents. 

   

  Thank you, 

   

   

  

  Business Response

  Date: 02/02/2023

  Per the agreement, it is stated that we bill monthly dues on the 17th of each month and the annual fee on 5/1 of each year. It also states to cancel the membership, the club must receive written notification by the 10th of the month, either in person or by mail to avoid monthly charges. Per the cancellation document, we received cancellation on 12/20/22. Since the membership was cancelled after the bill date, we were unable to stop the payment. I have attached both documents. 

• Initial Complaint

  Date:01/26/2023

  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 signed up for a membership and this includes providing my credit card information along with my checking account information from my local bank so they could deduct my monthly membership fees as needed. They choose the date that it is deducted. They charged me a $15.00 late fee in December on my payment. Again, this is totally at their discretion as to the date they take it from one or the other sources. I argued myself into an angry frenzy with the manager 2 days in a row and he insists there is nothing the can do about the $15. Late fee. I want my $15.00 back plus another $25.00 for all of the grief they have put me through when they could have charged my credit card at anytime they needed to in order for payment to not be late. I will never understand how this cannot be fraudulent and how many people do they do this to per month?

  

  Business Response

  Date: 01/31/2023

   

  Please note that all automatic payments are consistent for each member. Planet Fitness deducts all monthly membership fees on the 17th of each month, with a 7-day grace ****** for these automatic payments to be communicated between the bank and *** Financials. If a payment is still unsuccessful after this grace ******, an automatic late fee is applied.

  We require two forms of billing in order to prevent any discrepancies in payments and the prevention of late fees. However, sometimes due to the delay of communication between the bank and ***, a late fee is automatically drawn. 

  Because we do not have any control over the these communications, we are unable to stop any late fees. 

  Customer Answer

  Date: 01/31/2023

  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.] Like I said in my initial complaint, they had the ability to deduct my monthly payment on the credit card at any time. Time. I have no control over when they decide to deduct and thus I should not be held responsible by being charged a late fee. If they could not get it from one source they could have taken it from the other than the next day. They never communicated to me that the payment was late so that I could go in and make a payment physically or anything of the sort. They waited until it was late and then they charge me the fee with no notice to me.
  
  Regards,
  
  *********************

  

  Business Response

  Date: 02/01/2023

  I understand that this may be confusing and therefore frustrating. 

   

  As previously stated, during sign-up members are required to add two forms of billing, a primary and a secondary. During each monthly billing cycle, all fees are deducted from the primary billing (typically an EFT directly through a bank account). In this case it appears that 5 days into the provided grace ****** for monthly payments, the bank communicated back to *** Financials that they were unable to locate an account matching the billing information provided during signup. This then resulted in *** charging the secondary form of billing. The bank communicated back to *** on the 27th (after the grace ****** expired) that the payment was successful. Because this was after the grace ******, it was considered late and came with an automatic late fee. As mentioned previously, we unfortunately do not have control over this. 

   

  Planet fitness does not become aware of billing issues until a member checks in. However, please note that members should receive notice of any issues and be able to resolve them directly through the app. We have record of you checking in on December 4th, then next on January 3rd. This means that we were made aware of this issue on January 3rd. 

  Customer Answer

  Date: 02/01/2023

  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.

   

   

  The bottom line is you had my information and you could have built it at any time. I should not be able to responsible for a late fee when you could have taken it anytime
  
  Regards,
  
  *********************

• Initial Complaint

  Date:01/24/2023

  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.

  InAugust Ireceived apromotional offertojoin PlanetFitness thatwas aboutto openin mycity. Iwas excitedabout theirBlack Cardmembership which listedextra features like massagechairs andbringing guestsin. Thefirst timeI wentin was Octobershortly after theyopened.I tookaguest with& the gymwas prettydead bc it was after7pm. I thoughtmy guestwould beallowed touse themassagechairs bc itwas aperk Ipaid ****** theonline signupdidnt say shecouldnt. Itwas then that we wereinformed Ineeded a passwordfrom thefront deskand that myguests werentallowed to useANYof theextra perksI paidfor!We walkedout &the onlytime Iwent backwas tocancel. Later Iemailed them after they bilked me 2x for $25.32(50.64) I had only been there ONCE & now they had $50 of mine. They did not respond to or acknowledge my email about canceling mymembership. They did respond to my email when I initially signed up. 2wks went by and I heard nothing. They dinged my account the $39 annual fee, which they intentionally avoided responding to my email to cancel so they could get that. A few days later they dinged me again for monthly dues for ANOTHER $25.32. Keep in mind I had already reached out to them weeks before to cancel and they ignored it. Now they stole $75.96 PLUS $39 for a grand total of $114.96 for ONE 30-minute visit in October. When I called to ask why they were still yanking money frommy acct when **** emailed arequest tocancel wks agothey told me I had to dothis in person. I went inthe desk girl scanned membership bar on app, verified I hadnt been there since *********** told her why. She suggested I talk to the manager who was just coming in the door. I did & the manager said the issue with the massage chairs was company rules &finished the cancellation. I asked for a refund for all fees. She said shed try &weeks went by & then I received an email stating they would not refund any part of the $114.96 they took bc it was for access to the gym. I didnt access it but the one time &then I was DONE.

  Customer Answer

  Date: 01/25/2023

  I used the ************ in ****** location which is already in my complaint if you had actually read it. The exact address is *********************************************************************.

  

  Business Response

  Date: 02/16/2023

  Attached I have included the member agreement, the cancellation document, and the "New Member Policies."

  Per the agreement, we bill on the 17th of each month, and the annual fee is billed 12/01 or each year. The cancellation policy states that we need to receive written notification, either by stopping into the facility or sending a letter through the mail, seven days prior to the billing cycle. Unfortunately, we do not accept cancellations via email, as we need a physical signature on the document. With the cancellation taking place on 12/19/2022, it was after the bill cycles, so we were unable to stop the payments. We bill based on access, which is the ability to use the gym, not usage, which would be the number of times an individual visits the facility. 

  Per our "New Member Policies," it states "Black Card amenities are for Black Card members only; guest usage not allowed." 

  Customer Answer

  Date: 02/16/2023

  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 .

  Because I signed up in the app and none of this was explained in the app except for amounts and automatic withdrawals, this business owes it to the customers to follow up and explain their business practices. They dont demand a physical presence in store to sign up, and they do not make that clear in the app. I did reach out and left voicemails prior to Novembers billing, but they did not respond. In fact, they repeatedly ignored the voicemails and took the money from my account. They constantly advertise join for $1, quit anytime, but you cant quit anytime because they will find a way to ignore your calls, voicemails, emails, etc in order to continue taking your money. Their business practices are shady at best, and consumers should know about it and avoid Planet Fitness at all costs.

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

  

  Business Response

  Date: 02/17/2023

  We offer sign *** online and through the app to make it convenient for our prospective members.
  When signing up in the app, you are able to view your agreement, prior to checking the box. When you check the box, it states you have read, understand, and agree to the terms and conditions in the membership contract. It will not allow you to submit your membership until those boxes are checked. (Please see attached photos).
  Our no commitment memberships can be cancelled at any time,with no cancellation fee. You are more than welcome to cancel the membership whenever you would like; however, it needs to be done by either coming into the location or sending a letter via mail, within the allowed time frame. If it falls within the billing cycle, you are responsible for the payment. You will continue to have access to the facility for the time you paid for.
  I do not have access to the facilities email or phones, so I cannot confirm what correspondence was received. I would like to apologize that you had difficulties reaching out to your home location.

  Customer Answer

  Date: 02/21/2023

  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 would have been content had this location just refunded me the one monthly fee for December, which was taken from my account the day before I came in in person to cancel. I was told it would be refunded. Despite the fact that you rob people of money for an annual fee even when they do not remain members for an entire year and cancel long before that, I might have settled for the one monthly payment. 

  Your answers are no longer acceptable, unless they are accompanied by TWO refunds of monthly dues AND the annual membership fee. Given the headaches I have had with this gym, I will never sign up here again, and I will be sure to persuade everyone I know to avoid your organization and false advertising and join some other gym completely. 

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

• Initial Complaint

  Date:01/23/2023

  Type:Customer Service 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, the new owners of the Planet Fitness in *************, ********, have recently reduced the safety of our club by reducing the number of equipment cleaning stations and completely removing the hand sanitizing stations from the exercise floor. At a time when covid is returning, RSV is filling hospital beds and we're being told this will be a bad flu season, making it more and more difficult to keep our facility and our user's hands clean in order to save a few bucks is the height of corporate greed. At a minimum, the hand sanitizing stations should be returned before the flu sweeps through the members, exposing Black Duck to civil liability and, in a worst-case scenario, forces the closure of the facility. Thank you. ***************************

  

  Business Response

  Date: 02/15/2023

  Our members safety is our top priority. We provide hand sanitizer in a high trafficked area so that it is easily accessible to all members. We place cleaning stations throughout the gym, and sometimes they need to be moved around to avoid being in the way of main walkways. Our staff conduct walkthroughs of the facility, multiple times per hour, to ensure the cleaning stations are adequately stocked and that high touch areas are wiped down. We ensure staff are cleaning equipment throughout the day, as well as encouraging members to clean the equipment they use before and after use. Tell us why here...

• Initial Complaint

  Date:12/23/2022

  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 been having an issue with planet fitness since February 2022. I have been asking, emailing and calling to have my membership canceled to no avail. and on December 13,2022 I noticed another charge on my card for $89.08. I called to inquire once again how to cancel and was promptly hung up on. I called back and got sent to voicemail. So I had to drive over to the facility. Which I was then told they were "having a bad day" and they "don't care if I have been asking for my membership to be canceled or that im being charged". I also got told to "go buy a dildo". When I tried to call and talk to a manager the following day my number was blocked. (It is still blocked. So I am unable to call the store I had signed up at to check on the status of my membership.) I had to call another location, explain the embarassing situation again to be told they are unable to cancel and I need to write another email to a non existing email address that no one responds to or is undeliverable. They did finally have the regional manager call me back but I have heard nothing since December 14th. No confirmation that my email was received, nor have I received any letter. I feel this company is taking advantage of consumers by making it extremely difficult to cancel by continuously changing their cancelation policies, having odd charges, blocking customers phone numbers and embarrassing customers that do want to cancel that have to come into facility to speak to someone. I am embarrassed, frustrated and feel retaliated against for not wanting thier services any longer. I have paid $203.28 since March of 2022. I had been asking for my fees to be looked over prior to march 2022 as the charges seemed wrong yet never heard anything back. Which is why I just wanted to cancel. These random charges with no explanations and with the difficulties canceling it would seem they may need to be investigated. Thank you for your time and attention to this matter. Have a great day.

  Customer Answer

  Date: 12/22/2022

  Planet Fitness ***************

  89 ************** Way

  ******* **, 53704

  Phone # ************

  

  Business Response

  Date: 01/31/2023

   

  Per the member contract and agreement, in order to cancel a membership, members are required to do one of the following options:
  
   a) Visit ************* in person
   b) Send a cancellation letter directly to the club

  The membership has been cancelled as of January 16th, 2023.

  In reference to the Planet Fitness employee, they have since been terminated and all staff have been coached on and reminded of the customer service we expect to be provided. 

  Also, please note that per the screenshots provided, the email address used to contact the club appears to just be slightly off. The correct address is **************************************************

• Initial Complaint

  Date:11/26/2022

  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 have been trying to cancel my sons membership to this gym for 2 years. I have had it. Ive called. They said I had to put it in writing. I mailed letters. They said they had to be certified. When I called again they said my son had to go into the gym himself to cancel. He has been in school. This is wrong. They owe me $240.

• Initial Complaint

  Date:11/07/2022

  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.

  This is the gym Im referring to Planet Fitness *****************************************************************************. I was out of the country and my credit card was blocked so payments were decline. I knew I had to pay, so I paid $10 that was all I owned according to the website. I havent gone the gym in a long time (way before traveling) but when I called to cancel they said I had to go there in person to cancel, since you cant cancel over the phone nor online, but you can signup online. I couldnt make it to gym to cancel. When I got back from traveling, and got the chance to called my bank to unblock my card and I was charged $79. I called to see what the charges were about and they told me about late fees and $39 for the membership, the person that I talked to, said sometimes they can refund the late fees, and put a note to have the manager called me, but he never did. Last Sunday I went there to ask to refund the late fees and the $39 for the membership since I no longer want to be a member, the claimed manager, completely denied to refund me that money. I explained him that the membership is for the year ahead and since I was not a member I want that money back. I explained him I was not aware of the late fees, there were precedents of refunds but he refused, hiding behind I contract I didnt read, and even after reading the contract I couldnt find anything about the late fees and the $39 for the membership. I would like to file a complaint against the headquarters. Im sure this has happened to many others, that are not lawyers and all the hidden changes are buried in the fine print. They need to be transparent about the all the charges.

• Initial Complaint

  Date:10/17/2022

  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.

  I have made two requests to cancel my membership with planet fitness in **********, ********* and continue to be billed as if my membership was not canceled. I currently have a pending charge of $25.29 on my credit card that I should not be getting billed for from planet fitness.