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:10/13/2024

  Type:Order 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.

  My daughter started a membership and decided to cancel. The membership agreement has the address ************************************** and the agreement requests that cancellations be sent certified mail. We submitted this in September and in October the letter came back to us unclaimed. When I called Planet Fitness at the ****** location they said their address is **************************************. The local post office states the zip code should be *****. They are providing conflicting information making it difficult to cancel their agreements.

  

  Business Response

  Date: 10/17/2024

  We apologize for the inconvenience and are working to get
  this corrected. We will be issuing a refund, however we first need to confirm a
  current address for the consumer. Once that is provided, we will begin
  processing the refund. 

  Customer Answer

  Date: 10/17/2024

  [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 22417118, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  Blake Watts
  

• Initial Complaint

  Date:10/03/2024

  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 signed up for a planet fitness contract. I cancelled this contract within 3 days. Per our contract and also Arizona law, they should have refunded money owed to me. However, they have continued to charge me and have not refunded the amounts agreed per our contract and the law. I have attempted to resolve this with them, but they are not cooperating. I am demanding they refund the remaining $15 and cease charging my account. Per section 9 of the contract: 9. Cancellation Rights (Buyers Rights) A. Notice to Member You are entitled to a copy of this contract at the time you sign it. You may cancel this contract at any time before midnight of the third operating day after receiving a copy of this contract. If you choose to cancel this contract, you must do one of the following: 1. Send a signed and dated written notice of cancellation to the address listed below; 2. Personally deliver a signed and dated written notice of cancellation to the address listed below; or 3. Send a notice of cancellation by email to the email address listed below. Notice of cancellation should be sent to: Planet Fitness ******************* **********, ******* ***** or sent to: **************************************** or ****************************** If you cancel this contract within the 3-day period, you are entitled to a full refund of your money. If the third operating day falls on a Sunday or holiday, notice is timely given if it is mailed, delivered, or emailed as specified in this notice on the next operating day. Refunds must be made within 30 operating days of receipt of the cancellation notice by Planet Fitness. Operating Day means any calendar day on which patrons may inspect and use the facilities and services of the health spa during a period of at least 8 hours.

  

  Business Response

  Date: 10/04/2024

  The consumer is correct, since they cancelled within 3 days they are entitled to a refund. However, per the agreement, if a cancellation occurs after the 10th of the month, they will be billed for that month. Since the cancellation occurred on 9/15/2024, the system automatically submitted the charge for 9/17/2024. We have submitted a refund on the consumers behalf. Refunds can take up to 14 business days to process.  

  Customer Answer

  Date: 10/11/2024

  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 are numerous issues with their response, timing, and details:
  
  1. The entirety of their argument of the contract language is negated by the bold language at the bottom of page 1, and also that which applies to Arizona law: "YOU MAY CANCEL THIS TRANSACTION IN WRITING ANY TIME PRIOR TO MIDNIGHT OF THE THIRD BUSINESS DAY AFTER THIS TRANSACTION".This transaction should have been cancelled with no additional charges in the first place. 
  2. I originally contacted them with the issues on September 24. They did not respond to that email. I reached out a second time on September 26. They responded: "The $40.47 was September's monthly due and a late fee. Since we have already submitted a refund proposal for the monthly due, we will submit a second refund proposal for the late fee". I was told in an email on October 4: "Refund proposals may take up to two weeks to process, so if you do not see it in your account, it may take a few more days." This response was 7 days ago beyond "a few more days". This surpasses the timeframe they *********** response to BBB, they have altered their original timeline to now be 14 business days. 
  3. They state "per the agreement, if a cancellation occurs after the 10th of the month, they will be billed for that month."This is a contradiction of narrative, as the initial sign up was September 13th, which also occurred after the 10th of the month. They are referring to the contract language "To cancel your monthly membership and stop the billing of the Monthly Membership Fee, the club must receive written notification from you delivered to the club by the 10th of the month." By their logic, any cancellation would occur a fee, as signing up on September 13 it would be impossible to cancel by September 10. Contractually, a September 13 sign up date would would imply October 10 as the date to cancel by, which is moot either way because of point (1.) "YOU MAY CANCEL THIS TRANSACTION IN WRITING ANY TIME PRIOR TO MIDNIGHT OF THE THIRD BUSINESS DAY AFTER THIS TRANSACTION."
  4. They responded to my request of refund status update,they responded with It's important to note that a late fee would not have been charged if the billing information was input correctly. Since the membership was signed up for online, this issue is not on our end. This is negligence with Planet Fitness own processes and procedures. An incorrect entry of billing information should not justify charging additional costs or fees, nor should that occur without a reasonable refund period (which even their original two week refund period that have not adhered to). The material fact it has taken numerous requests and responses to even get to the point of needing to contact outside agencies for a minimal amount of funds should be testament enough to their own ************* addition, the fact they have not refunded the money is justification enough to reject their complaint response.
  
  Regards,
  
  **** ****

  

  Business Response

  Date: 10/17/2024

  After review of the account, we can confirm that all charges have been refunded. 

• Initial Complaint

  Date:10/01/2024

  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 canceled my membership in person in August and then was charged for September. I canceled again and they told me they would refund my payment for that month. I never received it. Then they charged me again in October and now they refuse to refund my payment for September and October. I want my refund and I want them to cancel my membership correctly.

  

  Business Response

  Date: 10/10/2024

  When looking into the account, there is no documentation of
  cancellation occurring prior to 10/01/2024. If documentation of an earlier
  cancellation can be provided, we can look into this further.  The cancellation document is attached as
  proof that the membership has been cancelled. At this time, October’s payment is
  pending, as previous attempts to charge it were unsuccessful, so we are unable
  to process a refund. We will monitor the account and reassess if the charge has
  processed. 

• Initial Complaint

  Date:09/11/2024

  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.

  Experience a workout at a different location for the first time worst experience ever I was check in at 7 worked out for about 45 mins was approach by a young man letting me know he was worried for my safety due to my shoe attire asking me to leave I clean the product went to the locker did someone maintenance and hygiene to my body gathered my belongings and left at 8am as soon as I could. I was sent a email that I was cancelled immediately rush to the place of business to again talk to the gentleman questioning him the reasoning for the cancellation and ask to speak to his boss he told me he ran the store and I asked for a corporate number he would not give me one so now my account is closed and Im banned with no warning or no explanation membership term march 2024- Sept 2025 (7 months)

  

  Business Response

  Date: 09/19/2024

  The membership was cancelled incorrectly and was reopened the same day. Due to the inconvenience, we will be offering our promotional price of $10/month. Please stop into the ************ location no later than 10/10/2024 to ensure this will be taken care of prior to the next bill date. 

• Initial Complaint

  Date:09/10/2024

  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.

  Transaction date and description: I club fees Planet fitness 8-19-2024 $10.00 8941 ******* ***** I club fees Planet fitness 8-19-2024 $10.00 5428 ***** ***** I club fees Planet fitness 8-19-2024 $10.00 9470 Madison *****

  

  Business Response

  Date: 09/19/2024

  We have cancelled Anthonys account. Calebs account was transferred to a location outside of our franchise on 8/27/22, so we are unable to assist in cancelling that account. We bill through ABC Fitness, so the consumer will need to reach out to their customer service department to see which location the funds are being drafted from. The phone number is ************. Once that information is obtained, the consumer will need to reach out to that location to cancel the membership. We were unable to locate an account for ******** Would the membership be under a different name? If not, the same process will need to be taken via ABC Fitness to find which location the membership is set up at. 

• Initial Complaint

  Date:09/09/2024

  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.

  PF Location - ****************************************************************************************************** Name - ********************* Email - *********************** ******** did not notify of a contract renewal and renewed the contract without notification. The renewed contract also states I signed the contract renewal electronically on 7/16/2024. I did not sign any contract renewal. Planet fitness should provide a an electronic signature if it believes I signed the contract renewal on 7/16/2024.Also, Planet Fitness lets people sign up for services online but does not give an option to cancel online. I was moving states and I have not been able to use their services as there is no PF near me. They sneakily renewed the contract without my approval so that they can continue to charge.The contract renewal is null and void given I never signed a renewal contract electronically. If Planet Fitness does not refund the annual fee I will take this matter further with the relevant state authorities.

  

  Business Response

  Date: 09/10/2024

  Per the agreement, in order to avoid being charged the annual fee, the cancellation must occur by the 25th of the previous month. Since the cancellation occurred on August 31st, the annual fee was already in a pending status. However, due to an error made when filling in the cancellation document, we will be issuing a refund. The agreement and cancellation document have been attached. Please allow up to 14 business days for the refund to process. 

• Initial Complaint

  Date:09/06/2024

  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.

  Manager ****** approved a refund end of June and instructed me to fill out a form which i did July 4th. However no refund, so I called and spoke with **** on July 29th. **** located my form, mentioned it needed updating, and assured me I would receive the refund within two days. When I hadn't received it by August 6th, I called again. **** suggested I speak with Manager ****, but ********, informed me there was no ****. ******** assured me she would handle the situation.I also sent a follow-up email to ******** with the contacts to planet fitness explaining I would not have paid ***** to a gym with a 10 dollar option had I known where to go for help.She promised to call me August 9th, but she didn't.I called August 12th; ******** mentioned she had spoken with ****** on the 8th and was awaiting his response, promising to call me August 16th which she did not.I called again on the 27th and spoke with ****, she said she had been out but that refunds were sent out the week before when she was gone. She thought mine was in there but to not quote her and call back to speak to ********.I called ******* on the 28th I spoke with ******.He said it was submitted and hed find out what was the hold up. He did not remember speaking to me in June.He nor ******** nor **** have called me back, and there is no refund of any amount in my account.During the buyout,I was dealing with a high-risk pregnancy and was unaware of the situation,not knowing whom to ask not being notified but taking my money when I did not agree was not right.With the prolonged waiting multiple contacts and lack of responsiveness,may I please have my full refund of ***** per month for the 12-month period which would be ******. I dont think anyone should have to work this hard 4 business to do what they said they ******** is September 6th never used the gymI have been very patient and accommodating, however it seems to me the employees while kind feel that means I can be taken advantage of-please help thank you

  

  Business Response

  Date: 09/19/2024

  When looking at the account, the first documented attempt to cancel the membership was April 10, 2024. With no proof of earlier attempts,we are willing to refund the from that point until the membership was cancelled on July 3, 2024. Refunds can take up to 14 business days to process. 

• Initial Complaint

  Date:09/02/2024

  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.

  To Whom It May Concern,I am writing to formally notify you of an issue concerning false advertising that I encountered on your website. Your site explicitly states that potential customers can obtain a free pass to try out Planet Fitness before committing to a membership. Relying on this information, I contacted the Planet Fitness location on ****** in *********, ******, to inquire about the free pass. To my surprise, I was informed that they do not honor the offer, citing their status as a franchise.This refusal constitutes false advertising, as your website does not mention any limitations or exclusions based on a location's franchise status. Whether a business operates as a franchise or not, it is legally obligated to adhere to the terms and promotions advertised by the parent company. The situation is analogous to a Burger King franchise, which must follow the corporate rules, promotions, and offers.I am requesting that Planet Fitness honor the advertised free pass, or alternatively, offer a complimentary gym membership. I have taken a screenshot of the relevant portion of your website, which I am prepared to use as evidence.Should this matter not be resolved to my satisfaction, I am prepared to seek legal recourse for false advertising and breach of contract.I look forward to your prompt response.Sincerely, *************************** 09/02/24

  

  Business Response

  Date: 09/03/2024

  The section of the website included in the provided screenshot is only accessible via an individual clubs page. The screenshot provided does not include the clubs name or the date the screenshot was taken,so we cannot confirm when the website was accessed or what location it is for. Included are screenshots of the ********* ****** club page and a location outside of our franchise (******, WY) to show that we do not currently have the free day pass available. We will honor the day pass for this consumer. Please be sure to bring a valid ID when coming into the location to redeem. 

• Initial Complaint

  Date:08/28/2024

  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 have my membership on auto debit. Many months it will auto debit just fine. Other months it charges me a late fee. Occasionally I have been charged 2 late fees in the same month. I have contacted them several times with no resolution. I asked for a refund of the inappropriate late fees and extra charges with bank statements of proof. The manager ignored me, the employee refused, and another employee laughed and made fun of me asking for a refund.

  

  Business Response

  Date: 08/29/2024

  We were unable to locate an account with the information provided. Can the consumer please provide the location they belong to so we may better assist. 

• Initial Complaint

  Date:08/27/2024

  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 started a membership back in 2021. I attempted to cancel in 2022. This still hasnt gone through. Now its 2024 and they are trying to tell me i owe them over 600$ when i attemted to cancel and have not been to the gym since the attempt to cancel. My account says active when i log in and they continously are trying to charge my bank account. I have gotten to the point of possibly changing banks to get them to stop. I attempted bqck in 2022 to cancel due to not being able to afford to go to the gym. I cant afford to pay what they are saying i owe and i dont know what else im supposed to do. My membership shoulf have been canceled 2 years ago. I attempted the online help they offer for cancellation issues as well. All i got in response was information on how to cancel a membership that i attempted to cancel already. I even explained the cancellation issue in the cancellation issue request and that is all i got back.

  

  Business Response

  Date: 08/29/2024

  We were unable to locate an account with the information provided. Is there another phone number, email address, or last name associated with the account so we may better assist?