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

  
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  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:01/08/2025

  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.

  During the last week of December, I contacted the new Planet Fitness that opened in *********, ******** at ********************************************. I was told about a promotional rate for the black card which would be $19 per month. The individual I spoke to had indicated that the promotion would go through the end of the first week of January. I called on January 1 to enroll and was told by another employee that the promotion had ended on December 30. I went into the club on January 2 and asked to speak to someone about what happened. There was a female employee behind the desk who was both **** and dismissive, but indicated she would have to speak to someone in corporate marketing. I went ahead and joined the club as a regular member and when i went back to the desk looking for an update, she was no where to be found.I understand that there is no proof that the employee had shared incorrect information, but don't appreciate the manner that the request was handled and would appreciate a chance to speak to someone at the corporate office about the situation.

  

  Business Response

  Date: 02/07/2025

  We have attached a link to the ad that ran, mentioning the expiration date for the promotional membership price. ***************************************************************************************
  We apologize for the miscommunication. A free month was provided as a courtesy for the inconvenience. 

  Customer Answer

  Date: 02/15/2025

  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.
  

  While I appreciate sharing the link to the ad, an employee who represents Planet Fitness gave incorrect information.  Further, when I asked about the issue and joining, the supervisor who was behind the desk did not acknowledge me and spoke only to the employee who was behind the desk.  She had indicated that she would speak to someone in corporate marketing, but did not take down any of my information.  I eventually heard from ****, the local Manager, after I filed this complaint.  I've reached out several times for an update but have not received one.  I would appreciate the chance to speak live.
  
  Regards,
  
  ******* *********

  

  Business Response

  Date: 02/18/2025

  The member has been contacted and an agreement has been made. 

• Initial Complaint

  Date:01/01/2025

  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.

  I cancelled my services in person if at their ********* location. I received a 39 dollar charge to my account on 1/1/25. When I called to get a refund I was told there was no documentation of me canceling and I cannot get a refund. The manager **, not only refused to help me, but would not give me a corporate or a regional managers contact information. Furthermore, ** laughed at my frustration, and hung up on me before he could even get my contact information that he said he would give to his regional manager. When I called back after he rudely hung up on me, I was met with hostility and rudeness. I need planet fitness to refund me the money, that they had no right to take out because I had previously canceled my membership. 39 dollars is not a lot of money, but when its met with rudeness, hostility, and unprofessionalism it becomes a lot of money.

  

  Business Response

  Date: 01/03/2025

  When looking into the account, there is no record of a cancellation. If the consumer has proof of the cancellation occurring on the stated date, we can look into this further. We have processed the cancellation as a courtesy, however there will be no refund unless proof can be provided. 

  Customer Answer

  Date: 01/03/2025

  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.
  
  [Please type your response here.]
  Its not my fault that the person I talked to did not do the proper work to cancel my membership, if my money is not refunded I will call my Bank and mark it as fraud. 

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

• Initial Complaint

  Date:12/30/2024

  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.

  June 7th - Last day I accessed the gym and its services.after that day I did not take advantage of any services provided by planet fitness, as well as non active account reflected in my app. I believe I called the gym and spoke with them about not wanting to be charged, and for the rest of the year I did not have access to the membership nor was I charged. I did not have access to the gym, unless I was a guest on a friends black card. On december 30th I received a "return charge" along with a monthly fee charge for $42.11.There was no return, and again services have not been accessed or taken advantage of, I had no intention of paying for a service, going unused. Though there is a $250(rounding up) balance on my account and ********************** cannot close it. I spoke to planet fitness and they suggested I block their business through the bank but they cannot cancel or make any changes to my account. I have not had access to their service nor had any intention of using because it reflected that I did NOT have access. Suddenly after the return charge (which i did not return to the gym) gave me access again. I do not intent on using any of these services nor do I intend paying for a service unused.

  

  Business Response

  Date: 01/03/2025

  Per the agreement, you are required to pay all fees even if you do not use the facility. To avoid being billed, the membership would have needed to be cancelled. 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. I have attached a copy of the agreement. There is currently a balance on the account, so no refund is owed. 

  Customer Answer

  Date: 01/03/2025

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

• Initial Complaint

  Date:12/24/2024

  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.

  I had a classic membership at $10/ month. In November 2024, I was offered to try out a Black membership for a month risk free. I decided that I wasn't using the Black perks, so I went back down to my classic membership. Upon my next billing cycle, I was charged $15 for the month and told that was my new rate. That is not a risk free trial of Black. They are refusing to make my membership $10/ month again.

  

  Business Response

  Date: 01/03/2025

  Attached is the signage that was posted during the promotion. It states that if you upgraded the membership between the dates listed, they would receive one month free. It did not state that it was a month free trial for the Black Card benefits. It did not state that it was risk free.When the consumer upgraded their membership on 11/07/2024, they were agreeing to the monthly rate for the Black Card Membership, which is $24.99/month. When they chose to downgrade their membership on 12/10/2024, they were agreeing to the monthly rate for the Classic Membership, which is $15/month. I have attached both agreements. 

  Customer Answer

  Date: 01/09/2025

  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.
  
  Their wording was extremely misleading and very disappointing. Gyms memberships get away with this kind of stuff all the time and it's us the consumers who get screwed time and time again. The fact the run their business this way is absolutely terrible. Membership fees should not go up 50%. That is an insane amount. I am very disappointed this company won't work with me on this as it is clear in the way that I understood the promotion, yet they were misleading.
  
  Regards,
  
  ******* ******

  

  Business Response

  Date: 01/16/2025

  Per the previous response, the promotion was to upgrade the membership and receive a month free. The consumer agreed to the change in terms upon upgrading their membership. Unfortunately, the membership the consumer previously had no longer exists. 

• Initial Complaint

  Date:12/20/2024

  Type:Product 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 into Planet Fitness on ************* on November 16 of 2024 to cancel my Planet Fitness membership. I spoke with two different people who confirmed that I canceled the membership and my last bill would be due on 11/17/24. On December 17th of 2024, a charge of $19.99 was taken from my account by **********************. When I logged into the Planet Fitness app, it shows my membership is still active. I called Planet Fitness on ******** on 12/18/24 to dispute the charges and cancel my membership. The person I spoke to said I would have to come in to cancel and I would need to speak with a manager about getting a possible refund which he said wasnt likely. He also advised that the majority of Planet Fitness income is made from people who dont actually go to the gym which leads me to believe they are stringing me along to keep taking money from me. I asked when I should call back to speak with a manager and the staff member told me to call back on 12/20/24. I called Planet Fitness in ******** on 12/20/24 and I was advised by the staff member who answered that a manager was not on duty and that I would need to call or come in on another weekday. I request that Planet Fitness not only cancel my account, but refund the $19.99 and put an immediate stop to any and all future pending charges they have planned.

  

  Business Response

  Date: 01/03/2025

  When looking into the account, there is no record of a cancellation. If the consumer has proof of the cancellation occurring on the stated date, we can look into this further. There is however, record on the account of the consumer updating their billing information on 12/20/2024. I have attached a copy of the email they received. We have cancelled the membership as a courtesy,per the members request. 

  Customer Answer

  Date: 01/03/2025

  [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 ********. I cant prove that I went into the business since I didnt record myself doing this, but Planet Fitness has cameras and recorded the event. I dont want to deal with the headache of arguing over $20, so as long as the account is cancelled and they dont take any more payments from my account, this resolution is satisfactory to me.  

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

  
  

• Initial Complaint

  Date:12/20/2024

  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 has made it impossible to cancel my membership. and they keep billing me for a service that I have never even used. i started my membership online a year agot. for whatever reason they placed my membership in a club that is more than an hour away from where I live. I guess this is a trick they employ to keep you from being able to cancel your membership because, the only way to do so is to walk in in person. I only used it one time! One!! They are charging excessive late fees, and I can't even cancel my membership. Can't pause it or anything! I will never again do business with planet fitness and I will caution my friends and family about signing up with them. They don't communicate about anything but the payment. You get no reminders...not even upon renewal. They make it so that you don't have the chance to cancel. This is trickery at its finest. I will not pay these leeches another dime!!!

  

  Business Response

  Date: 12/23/2024

  When a membership is created online, the consumer selects the location they wish to join. If the agreement displayed the incorrect location, they could have reached out to have the membership transferred to the correct location. 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. We have cancelled the membership as a courtesy. 

• Initial Complaint

  Date:12/17/2024

  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.

  I started a membership sometime in the summer of this year. I found I did not have the time to go to the gym I thought I did so I called to cancel after 1 or 2 months, I cannot remember. They were giving me a hard time saying I needed to mail a letter or come in personally. I stated I felt I should be able to cancel on the app just like how I started the membership. They argued this saying policy was you must come in to cancel. After talking with her I thought I had come to a resolution and we had canceled the membership. When looking at my account today I saw I had a pending transaction for a planet fitness membership. I called again asking to cancel and they continued to assert their policy regarding cancelations. Now I'm not sure if it applies here, but I do know that it absolutely should apply, the new law stating subscriptions and memberships must be as easy to cancel as it is to start. I feel this is a very shameful practice making the cancelation as inconvenient as possible as to get people to not cancel. Maybe you could contact them and find out why it is necessary to make this so inconvenient if for any other reason than to maximize profits through creating difficulty. Thank you

  

  Business Response

  Date: 12/23/2024

  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. I have attached a copy of the agreement.We have cancelled the membership as a courtesy. 

• Initial Complaint

  Date:12/17/2024

  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 moved to *****, TX at the end of August. I called planet fitness to cancel on 10/28 after I received the charge for the month. I understood I forgot to call and told them I didn't want to be charged further as there is no planet fitness near me. I was told not to worry about it anymore. However I was charged again for November, I called once again but they refused to cancel saying I needed to go in person which is not possible since I moved.

  

  Business Response

  Date: 12/27/2024

  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. I have attached a copy of the agreement. We have cancelled the membership as a courtesy. There is currently a balance on the account, so no refund will be issued. 

• Initial Complaint

  Date:12/11/2024

  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 no longer use ***************************** been unsuccessful in my attempts to cancel my membership. I was told I'd have to come in person or write a letter. I went to the *************** location on December 7th and I was told my membership was cancelled. However, my wife was charged a ***** annual fee. I just want my membership cancelled and not be charged going forward. Planet Fitness has the worst policy for cancelling your membership. They're like a cult that won't let you get out.Thank you.

  

  Business Response

  Date: 12/12/2024

  When initially looking for the account, I did locate a previously cancelled account under the name ***** *******. This is more than likely the account that the staff located when the member stopped in. Upon further investigation,I was able to locate an active account under the name *** *******. I have cancelled this account and have attached the cancellation document. The annual fee was billed on 12/02/2024, which occurred prior to the member stopping in on 12/07/2024 to cancel. The agreement states to cancel the membership to avoid being charged the annual fee, the club would have needed notice by the 25th of the previous month. The annual fee is nonrefundable. I have attached a copy of the agreement as well. 

  Customer Answer

  Date: 12/12/2024

  [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:12/11/2024

  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.

  In April of 2023 my wife and I had canceled my membership at Xperience Fitness in **********, ** due to non usage. In June of 2023 ********* closed permanently, without any notification, and moved their customers to ********************** in ********, WI just up the road, again without notification or approval. Unbeknownst to myself, I started receiving a $19.79 monthly charge and also a $39.99 maintenance fee to the same credit card Xperience Fitness was using to bill me, starting as of December 2023 from Planet Fitness and have continued to receive a charges. I was unaware of this due to the fact that Planet Fitness was initially using the name "ABC" for billing, not "Planet Fitness". *** was a name similar to an application being used on my PC which I had subscribed to. I did not give, at any time, Planet Fitness any permission or authorization to have any of my banking or personal information. I have never signed nor verbally entered into any agreement for any of their services, ever. I have never stepped one foot into any of their fitness clubs, ever. I notified their Club Manager of the situation and was told she would get back to me after she spoke to her Regional Manager to get permission for a full refund. I was not contacted back. I called a second time and the ************** Manager returned my call asking what the situation was and then spoke to the Area Manager ******* ****** at the franchises owner company Black Duck Partners, who offered a 90 day refund and nothing more. The Assistant Manager then offered his email if I was unsatisfied with the offer, then stated that he stated that's all he would be willing to do. I stated that this was theft and that this was unacceptable. I stated I would email him directly. I then thanked her, ended the conversation politely, and hung up.

  

  Business Response

  Date: 12/23/2024

  When looking into the account, we found record of a freeze taking place, and that was effective 6/1/23 12/1/23. I have attached the document here. We will honor the original offer of a 90-day refund.