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:02/13/2025

  Type:Customer Service 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 signed up for a membership online, it stated that my start up fees were $4.00. I paid the $4 dollars, then 2 days later they charged my account the full membership fee. It does not state clearly when you sign up that you are paying a prorated fee and that full membership fee will be charged in that same month. I would recommend in the future for people that sign up online for a representative to call and explain thoroughly what was signed up for and to set clear expectations. I paid the fee and then a month and a half later I got charged a $50 annual fee having only been a member for 2 months. I called the location, the representative explained the process and I asked for my membership to be cancelled at that time because I couldn't understand why I was being charged an annual fee after only 2 months. Currently they are still trying to charge me for my membership and the annual fee in the amount of $180.00 and have not cancelled my membership. I called and spoke to **** who stated that she was the manager and was told that I was responsible for the past due charges and in order to cancel my membership I had to come in or send a certified letter. I have not been to the gym and do not feel like I should be responsible for the annual fee, or the membership charges incurred after that. I had many questions about why I am charged an annual fee after only 2 months of being a member, **** told me that was corporate policy, and I asked how I get in contact with the corporate office, and she told me to ******* it" and refused to give me the information. I have no problem googling things however the corporate information online just directs you back to the local planet fitness location and she was well aware that was the case as she informed me it would do that. This is not a good customer service practice, and I could not believe that was the response that she gave me. Finally, I mentioned the *** click to cancel rule, and she said that only applies to certain states.

  

  Business Response

  Date: 02/14/2025

  We have attached a copy of the agreement. Per the agreement,the initial amount paid on 10/13/2024 was the start-up fee and prorated first month. It goes on to state that the monthly membership fee is billed to the account on or around the 17th of the month beginning 10/17/2024; and the monthly membership fee will be $24.99 per month plus applicable taxes. It also states the annual membership fee will be billed on or around the 1st beginning on 12/01/2024 for $49.00 plus applicable taxes. All fees and due dates were explained in the agreement at the time the membership was created.
  Additionally, the agreement states to cancel the membership and stop the payments, the club must receive a written request either by stopping into the location or sending a letter through the mail. The agreement also states that you are required to pay the dues even if you do not use the facilities. We have cancelled the membership as a courtesy, and the balance will remain on the account, should the consumer wish to rejoin in the future.  

  Customer Answer

  Date: 02/14/2025

  [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:02/12/2025

  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 in person to cancel my membership on 2/3/25, as per their policy you need to cancel in person. The employee canceled my membership, but later that day a $49 annual fee posted to my checking account. I had to call 3 different times to attempt to get the annual fee refunded as I am no longer a member, so why should I pay an annual fee for a membership I dont have? The first 2 times I was told I would get a call back, but I never did. The third time I called I spoke to the general manager who said there was nothing he could do about it because it gets charged on February 1st, which was a Saturday, and I came in on a Monday. However, it was not withdrawn from my account until after I canceled. This seems very fraudulent as I am being charged an annual fee for a membership I no longer have access to. If they want to prorate the refund that would be acceptable, but I shouldn't be charged when I dont have a membership.

  

  Business Response

  Date: 02/14/2025

  We have attached a copy of the agreement. Per the agreement,to cancel the membership to avoid being charged the annual fee, the club needs written notice no later than the 25th of the previous month. With the annual fee date set as 02/01, the cancellation would have needed to occur by 01/25/2025. The agreement also states that the annual fee is fully earned when received and is non-refundable. 

• Initial Complaint

  Date:02/04/2025

  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.

  So when I first applied to a membership at this gym I was told my first month would be free which it was then I was charged 20+dollars but 2weeks later I was charged again I was charged for an annual fee and now they are saying I have to pay another 26 dollars for he monthly fee I feel like thus is a scam and isn't what I signed up for.

  

  Business Response

  Date: 02/07/2025

  We have attached a copy of the agreement. Per the agreement,the initial amount paid on 12/20/2024 was the start-up fee and prorated first month. It goes on to state that the monthly membership fee is billed to the account on or around the 17th of the month beginning 1/17/2025; and the monthly membership fee will be $24.99 per month plus applicable taxes. It also states the annual membership fee will be billed on or around the 1st beginning on 02/01/2025 for $49.00 plus applicable taxes. All fees and due dates were explained in the agreement at the time the membership was created. 

• Initial Complaint

  Date:02/03/2025

  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.

  Dear Planet Fitness Management,I am writing to formally report an incident that occurred on February 3, 2025, at the Goodhope Planet Fitness location. I have been a regular guest of a Black Card member and have never had an issue accessing the gym before the primary member arrives. However, on this visit, an employee named **** denied me entry, stating it was against policy. When I explained that I had been allowed in before, including by **** himself, he laughed and claimed he had never seen me ********* I left, I overheard **** making an inappropriate and offensive remark to another employee, stating, We dont need any more fat people smelling this place up. This was deeply hurtful and completely unacceptable behavior from a Planet Fitness staff member.Additionally, when the Black Card member later inquired about the situation, **** misrepresented the interaction, falsely claiming that I was disrespectful and made threats. This mischaracterization of events is concerning, especially given the way I was treated.I was able to visit another Planet Fitness location, where the staff was kind and understanding. However, this experience at ******** was extremely disappointing and not in line with the inclusive and welcoming environment that Planet Fitness promotes. I request that this matter be investigated and appropriate action be taken to ensure that all members and guests are treated with respect.I have always appreciated the perks Planet Fitness offers, and I have enjoyed my experience at other locations where staff has been professional and welcoming. However, this experience has made me reconsider whether this is the right gym for me. I would appreciate a response on how this matter will be addressed, as I would like to continue my membership with confidence that all members and guests are treated with respect.Please let me know how this issue will be addressed. I appreciate your time and attention to this matter.Thank you.

  

  Business Response

  Date: 02/14/2025

  We will be working with the regional manager and director to investigate the situation with this employee further. We will ensure all staff members are coached on how to properly enforce the policies going forward.
  We have attached a copy of our policies, which states that guests may only use the facility with the Black Card member present. 

  Customer Answer

  Date: 02/23/2025

  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 
  
  
  I was treated unprofessionally by one of your employees. While I respected the company policy and walked away after it was explained, the employee made rude and inappropriate comments about me as I left. This behavior is unacceptable. And this is what the complaint is about. NOT about the policy. 
  
  I ask that you review the security footage and take appropriate action.
  
  
  Regards,
  
  ******* *******

  

  Business Response

  Date: 03/13/2025

  Thank you for bringing this to our attention. We take these claims very seriously. We are currently investigating this situation, but due to confidentiality, we are not at liberty to discuss the disciplinary actions taken. 

  Customer Answer

  Date: 03/14/2025

  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.
  

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

  Customer Answer

  Date: 03/14/2025

  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. 
  
  Regards,
  
  ******* *******

• Initial Complaint

  Date:01/26/2025

  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.

  My ***************************************************************************************************************************************************** February 2024. When i noticed the charges on my card I spoke with my child and then called Planet Fitness to try to cancel the membership. They insisted I come in with my ID so I went up there and explained the situation and asked them to cancel the membership. I spoke with the assistant manager and he called the manager and then told me that they would cancel it. He just asked me to sign my name on the little signature pad and when I went to sign I read that it was asking me to agree to a 200$ early cancellation fee. I told him I didnt feel comfortable signing that because it was saying I agreed to pay 200$. The assistant manager said that I wouldnt have to pay the money but I still didnt feel comfortable signing it. He then told me that they would continue to charge my card and if I cancelled the card they would just report it on my credit.

  

  Business Response

  Date: 01/27/2025

  With the information provided, we were unable to locate an account. Please provide the location that the membership was created at, as well as the first and last name on the account so we may better assist. 

  Customer Answer

  Date: 01/30/2025

  ****************************************************************** and the account is either in my daughters name ***** ****** **** (more than likely ****** ****) or in my name ***** *****. Im not exactly sure because I wasnt present or notified when the account was made and they wouldnt give me any information when I went up there to try to resolve the issue. 

  

  Business Response

  Date: 02/07/2025

  We have cancelled the membership and attached a copy of the cancellation document as proof. No refund will be issued as there was a large balance on the account that we have waived as a courtesy.  

• Initial Complaint

  Date:01/25/2025

  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.

  Planet Fitness is more than willing to accept money paid without visiting thier facility in person but will not cancel a plan via thier mobile app or over the phone. You have to directly visit the facility in order to cancel. This is a predatory practice and should be attacked as anti consumer.

  

  Business Response

  Date: 01/30/2025

  Per the agreement, to cancel the membership and stop the payments, the club must receive a written request either by stopping into the location or sending a letter through the mail. The agreement also states that you are required to pay the dues even if you do not use the facilities. I have attached a copy of the agreement. The membership was cancelled as of 01/26/2025,and no additional fees have been charged. I have attached a copy of the cancellation as well. 

• Initial Complaint

  Date:01/21/2025

  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.

  This gym membership was originally for a now shut down chain of gyms called Xperience Fitness. I NEVER agreed to having membership transferred and it should have been terminated with the closing of the original gym the membership was assigned to. No option to transfer was given, nor was an option to cancel.I have been trying to get my membership at this location canceled for some time now.I have tried to do this online by going into the gym and getting my membership ID where the staff has, multiple times, said that it is now my phone number whereas this is never the case. But they still insist that it is.I have also sent letters requesting that the gym cancel my membership and they have still not complied. I have also emailed corporate with no reply.I now try to call the home gym and when I press 2 to speak with member services I am told the call cannot be transferred and the system hangs up. There is no posted emails for me to contact.. Nothing.I want this membership cancelled immediately with proof and I want the last 6 month of the membership as well as the maintenance fee refunded as check-in records will show the membership has not been used for the last year and 6 months is the time-frame that I have been trying to get this cancelled.

  

  Business Response

  Date: 01/24/2025

  Per the attached agreement, the consumer created a membership through Planet Fitness on 08/09/2023. To cancel the membership and stop the payments, the club must receive a written request either by stopping into the location or sending a letter through the mail. The agreement also states that you are required to pay the dues even if you do not use the facilities. We will cancel the membership as a courtesy but cannot process a refund without proof of prior cancellation attempts. We have also attached a copy of the cancellation document.  

• Initial Complaint

  Date:01/17/2025

  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.

  In April 2024 i authorized membership to planet fitness in *********** ,** using my CEFCU Debit card for my son ****** *****. He deactivated my payment info and authorized his payment . After he canceled his membership they continued taking money from my ***** account. In November after noticing their withdrawal from my account I contacted their manager and was told he filed a refund request. no refund showed up. In December I called back and was told the district manager had authorized the refund for three months since my son had not visited their facility for three months. In January i called and was given the District manager's Email account to which i got no reply. still no refund.

  

  Business Response

  Date: 01/31/2025

  A refund has been processed. It can take up to ***** business days to receive the check by mail. 

• Initial Complaint

  Date:01/15/2025

  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 had a membership with Xperience Fitness, with a ACH of $80 as I had the $60 package plus I had a ********* membership for my twin daughter's for $10 each. When Xperience Fitness shut down they gave or sold my information to Planet Fitness and Planet Fitness began charging me $80 a month without my consent. Furthermore, Planet Fitness memberships are only $20 yet for a year and a half I was still charged $80 despite me bringing this to their attention. I spoke with a manager there who said that my daughters despite being 8 were accidentally created memberships and that is why I was being charged more than I was supposed. She said I would get a refund and requested bank statements which I submitted and then she ghosted me. I finally reached out to corporate who ended up refunding me only $248 for one of my daughters even though in total from what my bank statements show they owe me $1,129.31. They have ghosted me once again and are not interested in explaining their charges or how they had any rights to access my bank account without my permission since I NEVER signed up for a Planet Fitness membership.

  

  Business Response

  Date: 01/20/2025

  We have processed refunds for the accounts that were created for the consumers children and came to an agreement on a refund for the consumers account. 

• Initial Complaint

  Date:01/10/2025

  Type:Customer Service 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 cancelled my membership a month ago and Ive been charged 3 times since. They just charged $65 and my membership should be cancelled CANCEL MY MEMBERSHIP!!!! Dont worry about the refund my bank will give me my money back. lol

  

  Business Response

  Date: 01/16/2025

  The membership has been cancelled per the consumers request. 

  Customer Answer

  Date: 01/18/2025

  [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,
  
  ******** *****