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 has 131 locations, listed below.

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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:09/27/2022

  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.

  See the attached PDF of Emails so far with this company representative.

• Initial Complaint

  Date:09/20/2022

  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 went to go cancel my membership because I had not used it in awhile and noticed that I was getting charged $38.04. When I asked the employee if their prices went up for the black card she told me no but that I had a late charge fee (for multiple months). When I asked her why would I have a late charge fee when the money automatically gets taken out of my account, she didnt have an answer for me so the other employee came over. He told me that it was because the card information on my account wasnt up to date. My issue with this is that I was still getting charged for $38.04 *automatically coming out of my account*. The one time I did receive a call about my membership not being paid for I called the club and asked why I got this call, however they told me everything was okay with my account. So on multiple occasions I was charged late fees but that amount was automatically coming out of my account on file. No one informed me that my information needed to be updated and further more no one could give me an answer as to why I was being charged multiple late fees when it automatically came out of my account on file (even the amount with the late fee). Theres no reason I shouldve been charged multiple late fees on multiple occasions. If my card wasnt up to date you would think that it wouldnt have charged it and Id have a bill.

  Customer Answer

  Date: 09/20/2022

  Hello, 

  *********** address is ********************************************** 54467

• Initial Complaint

  Date:09/16/2022

  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.

  Planet Fitness in ********* refused to refund a membership fee on September 1st 2022 for which they failed to send a proper payment reminder and caused me to overdraft. No reminder was sent by email, phone, text or mail. They can't expect someone to remember a fee due in two years without a reminder it's negligent. I am disabled and am on a fixed budget.

• Initial Complaint

  Date:08/14/2022

  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.

  In 2020, exact month uncertain, but the beginning of the pandemic, I contacted this business to cancel my membership (which is part of their advertising- cancellation at any time). Since then, I have contacted them a total of 7 times, five times in person, twice over the phone, to try to get my membership cancelled. Each time I was told they had no record of my account being cancelled. Billing of my account continued until I put a stop payment on my account in the beginning of 2022 (at which point my bank informed me this is a common problem with Planet Fitness). Since then, my account has accrued debt and now Planet Fitness is claiming that I cant cancel my account because I owe them money. However, that money would not be owed if they had cancelled my account any of the times I told them to.I have left a ****** review and contacted the district manager but have received no response.If this is not rectified I will be proceeding with legal action.

• Initial Complaint

  Date:08/01/2022

  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 went into my local Planet Fitness a few weeks ago. Ive been having a problem with my foot that requires surgery (which is scheduled) as well as money problems. I asked to put a freeze on my account for about 3-4 months. I asked the staff member if they also freeze the annual fee and he said I wouldnt be billed until my membership was made active again.I checked my bank account today (August 1st) and see that I was billed the $39.00 annual fee despite being told it was frozen. I stopped into my Planet Fitness after work today and asked for a refund. The Assistant Manager said hed have to ask the manager and went into the back room. He came out and said the manager said no. I asked to speak to the manager or someone else in charge but the assistant manager said they werent available, despite having just spoken to them. So basically I came in right away, as soon as I noticed that I was billed only to receive no help. I asked for a corporate or billing number and was told that refunds had to be handled in house. Ok so I literally came into the gym and there was still no one to answer questions or help me, especially since I was told wrong information. I would have just canceled my membership if the staff member told me that the annual fee was still applicable. Poor business management and almost impossible to get customer service! The staff member wouldnt even look me in the eyes and brushed me off. Oh but I can stop in again sometime to speak with the manager! They wouldnt talk to me when I was there so its a waste of my time! I want to be refunded the $39.00!

  

  Business Response

  Date: 08/04/2022

  I am emailing you in regards to a BBB complaint (ID: *********  made by ****************************** 

  
  

  The member signed a membership agreement on 06/29/2019 that stated " An Annual Membership Fee of $39 dollars will be billed each year of your monthly membership, on or around the 1st beginning on 08/01/2019, to the account on file. The Annual Fee is fully earned when received and is non-refundable. On 7/08/2022, the member signed a Membership Freeze/Unfreeze form stating " I understand that the membership freeze applies only to monthly membership dues and the Annual Fee will be billed as scheduled." 

  
  

  I have attached both forms below. 

  
  

  Her account has since been cancelled. 

  Customer Answer

  Date: 08/04/2022

  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.
  
  Planet Fitness manages their entire business model by making it near impossible to get in touch with anyone in customer service by relying on fine print contracts. When you take the time to go into the gym (since you can't call anyone regarding your account or take care of these matters online!), staff members should be educated in their companies policies and be able to answer simple questions for customers, since it's so hard to speak to an actual member of management (they have several assistant managers who can't do anything or answer any questions). When I signed to freeze my account, I literally signed a keypad, where you cannot see the contents of said fine print. I asked the staff member, and he said that the freeze would also include the annual membership fee. It's poor business practices like this that leave good paying customers with a sour taste in their mouth. I still want a refund of the $39.00, since I went into the gym to dispute it the same day it was being taken out of my bank account. Do the right thing and stop stealing from people. If this was a case of my not taking the time to stop in and freeze my account weeks earlier, I would be fine with the annual fee, but since I froze my account that should be taken into consideration. Completely unfair. 
  
  Regards,
  *****************************

• Initial Complaint

  Date:07/18/2022

  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 NEVER been a member of any Planet Fitness. Somehow they were able to get my credit card information and charged my card $23.04 on 6/17/22. When I call the local Planet Fitness on W. College Ave. the manager told me that they (the local gym) were not responsible for financial issues and game me a number to call.***************) That number was of no help because I need either a gym membership or they wanted my credit card #, which I refused to give them. I called to local store back and they are of absolutely no help. I am upset and angry at what has happened.