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

  
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  Planet Fitness

  101 W Wisconsin Ave Ste 150 Milwaukee, WI 53203-2501

  
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  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:12/05/2024

  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 first got the membership online at the planet fitness app, I gave them my cashapp card only $23.75 membership was charged in October 23 2024, I gave them my cashapp because whatever money is in there can be charged. I was fine with that spend since I was going to go. But then I stopped going so the second month I stopped and they charged me $27.11 fee on November 18 2024 but on my bank account which I dont recall ever allowing them access to that, I dont have money in there so it got in negative now then charged me again $53.04 on December 2nd 2024, which is crazy a lot. I have proof I have not been going, I tried to cancel the membership at November ***** online but they didnt allow me they said only in person club, even though I did the membership online, so it should be canceled online as well. They make it hard in the app to access membership cancellations purposely to cause this problem. I am also a young mom in highschool with a child, and I do not have the access to go into person whenever I want I have to wait for someone to take me, and at the time my family was in vacation. I was able to go to the gym because my friend was taking me but she hurt her knee so she couldnt do anything anymore.Please help me i am getting charged over draw fees on my bank and I dont have a job, im so scared and I know planet fitness is stealing money for nothing. I havent used their services. It upsets me how they make it so difficult to do something so easy.

  

  Business Response

  Date: 12/08/2024

  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. 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 attached copy of the agreement also includes the billing information that was provided at the time the membership was created. The membership was cancelled as of 12/02/2024, and no additional fees have been charged. I have attached a copy of the cancellation as well. 

• Initial Complaint

  Date:12/03/2024

  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.

  Planet Fitness has been charging my account $ ***** for the passed year. I have tried multiple times to cancel my acct. There was always an excuse as to why they never did cancel it. I feel as if they are stealing my money that I work so hard for . Please help me .

  

  Business Response

  Date: 12/09/2024

  The membership was cancelled on 12/01/2024. There is no record of prior cancellation. 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 if we are unable to receive the payment on the due date, additional fees may occur, which is why the charges were at $42.11. I have attached a copy of the agreement. There is currently a balance on the account, which we are willing to waive, but no refund is owed. 

• Initial Complaint

  Date:12/02/2024

  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 was on vacation earlier this year. I had an issue with a drunk passenger on an ****** train. I made other arrangements for my return trip. I had a few days until my bus left. I wanted a gym to use during that time. I asked this gym to renew my old account. That did not work so I joined with a new account. After I got back home I went to the Planet Fitness in ****************, **, that I was originally a member of and asked to transfer my account and to freeze my account. That did not work. They called the gym and talked with them. I was advised to send the manager a physical letter asking to cancel the membership. That manager there will not speak with me or return my calls about this.

  

  Business Response

  Date: 12/09/2024

  The membership has been cancelled and the annual fee is being refunded.Refunds can take up to 14 business days to process. 

• Initial Complaint

  Date:11/22/2024

  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.

  This company steals money.ive been trying to cancel this membership for almost 2 years now! This morning I wake up to them stealing another $128.00! Ive sent letters as I was in ********** for 3 months and unable to go into the actual store so I was told to send a letter. Still stealing my money then I get back and go to the store and the person working was new and didnt know what she should do, she took my name and number and said she would have someone reach outthey never did! Then I have called and called and and everyone tells you something different! Thieves is all this company *** called and got a email for someone today but I doubtful it will help. It looks as though I will have to close my checking account *** had open for over 20 years! Lord have mercy! So sad the companies that are nothing more than crooks themselves!

  

  Business Response

  Date: 12/02/2024

  Per the agreement, to cancel the membership and stop the billing, the club must receive written notification by the 10th of the month to avoid monthly dues and by the 25th of the previous month to avoid the annual fee. I have attached a copy of the agreement. There was no record of a cancellation taking place. We have processed the cancellation as a courtesy and waived the remaining balance. The cancellation document has also been attached. 

• Initial Complaint

  Date:11/20/2024

  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 went in person to cancel a membership that I had started in another state and was told I couldn't end my membership until I called the other state and have them transfer my membership to my new home state. I am unable to change my location on the website. I was unable to reach someone when I called. I know Planet Fitness is known for being difficult, but this is really ridiculous.

  

  Business Response

  Date: 11/25/2024

  Planet Fitness locations are individually owned and operated. Unfortunately, we are unable to access accounts of members who belong to locations outside of our franchise. With that, we are unable to make any changes, weather it be updating information or cancelling an account. The two options for cancelling a membership would be to stop into the location where the account was created or sending a letter via mail to that location stating you wish to cancel. 

• Initial Complaint

  Date:11/15/2024

  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 went to cancel my membership that was priced at ***** and and when I went to cancel it it wasnt easy online at all I had to call and ask about it and when I got to the gym to cancel the young man let me know that I still have to pay for this month, I dont want to pay for this month neither do I want to receive the benefits of the membership I dont want the money taken out of my account. I dont have the funds to pay for this membership at this point in time I want to cancel with no money taken this month or a refund if they do take any.

  

  Business Response

  Date: 11/24/2024

  Per the agreement, to cancel the membership and stop the billing, the club must receive written notification by the 10th of the month to avoid monthly dues. I have attached a copy of the agreement. The cancellation occurred on 11/15/2024. Documentation for the cancellation has also been attached.  

• Initial Complaint

  Date:11/12/2024

  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.

  For the last week they just keep telling me that they are working on it but yet all the thermostats are still set to a high temperature I talked to the **** guy last week and he said there isn't a problem. The temperature in their gym is 78 totally unacceptable I keep feeling like I'm about to have a heart attack if I'm trying to work out

  

  Business Response

  Date: 11/24/2024

  We apologize for the inconvenience our HVAC system has caused. We have been taking the steps necessary to correct these issues and are working hard to get it taken care of as soon as possible. We appreciate your patience. 

  Customer Answer

  Date: 11/26/2024

  [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:11/07/2024

  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.

  Planet fitness has insisted I come to the facility to cancel my membership while battling an immune disorder restricting me from being in public places, nonetheless a gym. I finally got them to agree to allow me to do this electronically but then they fraudulently ran my old routing and checking number for an annual fee of $49.00. I filed a fraud dispute with my bank today. 11)6/2024 at 2:30.

  

  Business Response

  Date: 11/07/2024

  Per our notes, the consumer was spoken to on 10/10/2024 by the club manager. The consumer was made aware of a balance on the account and was offered the option to freeze the membership for 3 months. We are willing to offer a courtesy cancellation if the consumer is still interested, but there will be no refund. The consumer is currently at a grandfathered membership rate of $10/month. If we cancel the membership and the consumer would like to rejoin in the future, they would be subject to the new rate of $15/month.
  We will waive the dues for the month of November as a courtesy but will not cancel the membership until we receive confirmation. 

• Initial Complaint

  Date:10/25/2024

  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.

  Ive tried cancelling my my membership for over a year now, Ive tried calling, stopping in and nothing changes, they continue to steal money from my bank account despite constantly filing disputes and having my bank block them from being able to take money, they force it through! I havent stepped foot in the place in over a year! Im sick of them stealing from me, something needs to be done about this! Cancel any time my ass!

  

  Business Response

  Date: 10/28/2024

  Per the agreement, to cancel the membership and stop the billing, the club must receive written notification by the 10th of the month to avoid monthly dues and by the 25th of the previous month to avoid the annual fee. I have attached a copy of the agreement. There is no record of a cancellation occurring. We have cancelled the account as a courtesy. Unless proof of prior cancellation is provided, we are unable to process a refund. 

• Initial Complaint

  Date:10/17/2024

  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.

  I have been a member of Planet Fitness ******** since 2022, and unfortunately, my experience has been frustrating due to continuous billing issues. In 2024, my account was reactivated using old records from my previous Experience Fitness membership, which resulted in me being overcharged by $77.47. Despite multiple attempts to resolve this issue, nothing has been done, and I continue to be overcharged.Heres a timeline of the contacts I've made to address this problem:7/28: Spoke with ******** by phone and met with ******* in person the same day.9/8: Spoke with **** by phone and emailed the Pewaukee location.9/16, 9/19, 9/26: Emailed the ******** location multiple times with no resolution.9/30: Met with **** in person again, yet the issue remains ************* of today, I was overcharged again for my monthly membership. This ongoing issue has been incredibly frustrating, and its clear that Planet Fitness cannot be trusted to handle billing matters properly. I just want a refund of the overcharged amount, and Im extremely disappointed in the lack of accountability and customer service.

  

  Business Response

  Date: 10/21/2024

  It appears there was a system issue that caused the charges. The consumer is entitled to a refund of the requested amount. We will submit the refund via check as soon as we can confirm a current address to send it to. 

  Customer Answer

  Date: 10/21/2024

  [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, pending a check sent to my house in the amount of $77.47.

  The address in this complaint is correct.
  
  Regards,
  
  ******* ********