Complaints
This profile includes complaints for Planet Fitness's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 214 total complaints in the last 3 years.
- 90 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:06/16/2025
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.
This business charged 2 of my cards, one of which was not on file, for a membership I cancelled. The first card the charged has now left me with a $48 nsf fee and this card was not on file. Now they still charge a second card even after I canceled my membership and they are denying to give me a refund. Im out almost $100 which should have never happened. I need them to refund my money now. I spoke with a manager who already made me wait a week with no update or ticket only to tell me the reject my refund. Not accepting this what so ever.
Business Response
Date: 06/25/2025
In response to Complaint ID: 23473812
Thank you for bringing this matter to our attention. Our management team has reviewed the account associated with this complaint, and a refund has been issued. We appreciate the opportunity to address the consumers concerns.
Initial Complaint
Date:06/15/2025
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 tried cancelling my membership a few days ago through the app, since in ********, a bill was passed to make it easier to cancel without having to into the gym. After looking all over the app, there was no way to cancel. I googled on my phone and I was given two choices. Go in person to my home gym, or cancel on the website with an actual computer browser. I was finally able to log in through a browser and did all the steps to cancel. At the end I was given a prompt stating that since I did not cancel on 6/11 or before, I would have to pay for another month before the cancellation is approved. this month's renewal is not until the 17, yet cancelling 2 days before seems like they are just trying to get extra money since I will not be going to said Gym anymore.Business Response
Date: 06/18/2025
In response to this consumer complaint ID: 23471536
We appreciate the opportunity to clarify our cancellation process and address this concern.
Our records show that the consumer initiated the cancellation process after the cutoff date required to avoid the upcoming billing cycle. As outlined in the signed membership agreement, cancellations must be completed by the 10th of the month to avoid being billed on the 17th. In this case, the cancellation was submitted after June 10, which is why the system confirmed that one final billing would be processed before the cancellation takes full effect.
As per Planet Fitness Polices, consumers have multiple options for cancelling their membership: in person, by mail to their home club, or online via a web browser. We understand the process may feel inconvenient on a mobile device, but our online cancellation functionality is fully accessible via a standard internet browser, as the consumer ultimately used.
We also want to emphasize that all billing policies and cancellation deadlines are clearly stated in the membership agreement (attached) reviewed and signed at the time of enrollment.
Unfortunately, we will not be able to issue a refund for this charge.
Initial Complaint
Date:06/03/2025
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.
Online registration was effortless; however, the cancellation process is overly complicated. The necessary steps are time-consuming and could be simplified to mirror the ease of the signup process.Business Response
Date: 06/17/2025
In response to Complaint ID 23415373
To cancel a membership, the consumer has the option of doing so in person, by sending a letter to their home club, or online.
Unfortunately, we were unable to locate this consumer’s account using the information provided, and therefore could not process a courtesy cancellation at this time.
We would be happy to complete a courtesy cancellation if follow-up information is provided that allows us to locate the account.
Thank you.
Initial Complaint
Date:06/02/2025
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 ostensibly overcharged me **** ****** ******-****** 10/20/89 FDIC-Insured - Backed by the full faith and credit of the *************** Online ********************************* 5967 Account & routing numbers $368.78 Available balance (as of today)Show full summary Activity ********************************* Transactions Currently viewing Transaction history Search Enter keyword, amount or mm/dd/yyyy Filter Show deals:On |Hide reconcile |Download |Print current view Sort by Posting date - Most recent Posting dateProcessing DescriptionACH HOLD PLANET FITNESS T IClub Fees ON 06/02 TypeDebit Amount-$50.27 Available balance$368.78 Please reverse this charge for the correct amount of a planet fitness classic card membershipBusiness Response
Date: 06/15/2025
In response to complaint ID: ********
The fee in question is the consumers annual fee, which is a standard, recurring charge outlined in the membership agreement.
The consumer signed this agreement (attached), which clearly states the amount of the annual fee along with applicable taxes. This fee is automatically billed once per year and is part of the agreed-upon terms at the time of enrollment.
We have also attached the invoice history, which confirms the fee was charged accurately and in accordance with the signed agreement.
While we understand the concern, the annual fee was properly disclosed and authorized by the consumer at the time of joining.
Please let us know if further clarification is needed.
Customer Answer
Date: 06/15/2025
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 Agreement attached via PDF, by the business appears corroded. Please send an agreement with all figures outlined in completeness]
Regards,
**** ******-******Business Response
Date: 06/25/2025
In response to complaint ID: ********
We are currently awaiting a corrected copy and will provide an update as soon as it becomes available. Regarding the original concern, the billing for the annual fee at the two-calendar-month point was processed in accordance with Planet Fitness policy, which is reviewed at multiple points during the sign-up process.
Thank you,
Initial Complaint
Date:05/21/2025
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.
This company goes out of their way to make it absolutely impossible to cancel a recurring membership, requiring in-person, hand delivered cancelation "requests" during odd hours.Business Response
Date: 05/24/2025
In response to complaint ID ********
To cancel a membership, the consumer has the option of cancelling in person, by letter to their home club, or online.
As a courtesy, we have processed a cancellation for them.
Thank you
Initial Complaint
Date:05/21/2025
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.
********* subscription practices. Requires people to be in person to cancel. This is a predatory and plain bad business. They make enough money to make an online cancellation possible but they choose not to purely for profit.Business Response
Date: 05/24/2025
In response to complaint ID ********
To cancel a membership, the consumer has the option of cancelling in person, by letter to their home club, or online.
As a courtesy, we have processed a cancellation for them.
Thank you
Customer Answer
Date: 05/24/2025
[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:05/19/2025
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 pay for account for my son, **** Boss at the planet fitness in *******. Starting in February 2025, my charges went from $12.99 to $27.99. the payments are auto payed through my bank. Today I also had a $64 charge so we went into to figure it out. Found out the reason I was being charged $27.99 for the 4 months was because they were charging me a late fee every month even though the payment was going through every month. So I was paying an extra $15 a month. They said it was because my payment wasn't going through but I was able to provide proof that it was going through. And it also showed my current debit card on their side. Refused to fix it. Said they don't do refunds. I told them to take off the 64 fee that was pending because we weren't going to stay with them if they were overcharging us. They said no. Told me to contact my bank because that's why I was getting late fees, even though every month like clockwork the payment came out automatically on the same day. I had to have my bank refute the $64 charge and get my debit card cancelled because of them. Just to make sure they couldn't keep charging me. And I had my son cancel his membership. But I'm still out $60 and I have to wait for a new card now just to get the $64 back.Business Response
Date: 05/28/2025
In response to complaint ID: ********
After review of the account, the consumer's payments have been getting declined, which prompted the late fees.Attached is the payment history showing the payments not going through on the first attempt. The consumer updated billing online, and after that update, the monthly payments declined due to being unable to locate the account, which often occurs when the billing information was entered incorrectly or the account is not eligible for withdrawals. Unfortunately, we are not able to issue a refund for this account.
Thank you
Initial Complaint
Date:05/15/2025
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.
In late February 2024, I signed up for a Planet Fitness membership valid through 04/16. I decided to cancel it for personal reasons in March. I called the gym the first week in March and was told cancellations must be done in person, which already raises concerns about how difficult they make it to cancel.I went in person to cancel on 03/16 and received a written cancellation confirmation (attached). That document clearly states that my monthly due, balance due, and total due were all $0, and most importantly, that I had until 04/16 to continue using the gym without further charges. I confirmed with the staff member processing the cancellation that no other fees would occur, and that there would be no additional charges.Yet, on 03/21, I was charged $25.32. I called the gym and explained the situation. The representative told me the clerk had been wrong and the charge was valid. She would not escalate the matter and kept repeating the same scripted response.This is a deceptive practice. I canceled my membership a month in advance, was told explicitly by staff that I owed nothing more, and have written documentation backing that up. I am requesting a full refund of $25.32.Business Response
Date: 05/29/2025
In response to complaint ID: ********
According to the terms outlined in the Planet Fitness membership agreement, which is attached for reference, written notice of cancellation must be received by the 10th of the month to prevent billing for the next cycle.
The cancellation was processed in person by the consumer on 03/16, which unfortunately fell outside of that required window. As a result, the $25.32 charge on 03/21 was valid and issued in accordance with the membership agreement.
This membership fee will not be refunded due to the timing of the cancellation. Please feel free to reach out with any questions.
Thank you
Customer Answer
Date: 05/29/2025
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.
You must do something to end the predatory business practice this company (Planet Fitness) exercises.
Regards,
******* ***Initial Complaint
Date:05/14/2025
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 filing this complaint due to an unresolved issue that began in February 2025 with Planet Fitness. On February 23, 2025, I contacted the facility after discovering unauthorized charges related to monthly dues that should not have been posted. I then escalated the matter to the district manager, who acknowledged the billing error via email and agreed to refund $115.16.Despite that acknowledgment, the issue was not properly addressed in time. The charges were still processed by the company, which caused multiple overdraft fees and led to my bank automatically pulling money from my savings account to cover the chargesdisrupting my finances significantly. These overdraft fees totaled $330 ($30 per transaction), which would not have occurred had the company taken prompt corrective action.I have met with my bank twice, and they have confirmed that these charges were directly tied to the companys error. I have also provided documentation of these fees to the company. Despite multiple follow-ups, I have yet to receive any reimbursement for the bank fees or resolution regarding the full financial impact of their mistake.I am requesting full reimbursement of $445.16$115.16 for the original error and $330 for the overdraft charges directly caused by the companys negligence. This issue has been unnecessarily prolonged and has caused financial and emotional stress. I would like the BBBs assistance in resolving this matter promptly and professionally.Customer Answer
Date: 04/30/2025
the home gym for Planet Fitness is ****************************************************************Business Response
Date: 05/28/2025
In response to complaint ID *********
We acknowledge the billing issue reported in February 2025 and promptly agreed to refund $115.16 along with an agreed-upon portion of the reported bank fees for an agreed upon total of $150.00. That refund has since been processed.
At this time, no additional reimbursement was agreed upon. Based on the resolution provided, we consider the matter closed. However, we remain available should any further clarification be needed.Thank you
Initial Complaint
Date:05/07/2025
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.
For several months now, I have been trying to end my membership with planet fitness. During the time the initial time that is, I requested termination of themembership and they tried to run payment anyway so therefore now theyre saying that due to the balance they wont end my membership. I think this is criminal. I no longer live in the state. So I am not understanding the refusal to go our separate ways. This is greed and criminal. How are they in a position to tell me I cannot separate from them due to a balance that they created instead of following my original request. This is unacceptable. Please intervene in this matter. I was advised of some of their practices and now I am a victim.Business Response
Date: 05/14/2025
In response to Complaint ID ********:
Upon further review of this complaint, it appears that the account has been canceled.
Please let me know if you have any further questions.
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