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

  
• 

  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:08/26/2024

  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.

  My bank account keeps getting charged different amounts of money I don't go to planet fitness also there was an account created using my email with someone else's information I have tried to contact planet fitness but no one is available to answer my call I was on hold for over an hour I am not able to change anything or see how they have my account number I want all the money that was taken out of my account and returned and have the account closed

  

  Business Response

  Date: 08/29/2024

  We bill through ABC Fitness,so the consumer will need to reach out to their customer service department to see which location the membership originated from. The phone number is ************.Once that information is obtained, we are able to further assist the consumer.If it has not been done already, it is suggested that the consumer reports the charges as fraudulent with their bank. 

  Customer Answer

  Date: 09/04/2024

  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.
  
  [Please type your response here.]
  I called and because the person is using a different email address I was told that I couldnt be verified and the *** was not able to help me but yet my account is still being charged I spoke to ***** employee number is 1719775
  Regards,
  
  *****************************

  

  Business Response

  Date: 09/04/2024

  Planet Fitness locations are individually owned and operated, meaning we only have access to records for locations in our franchise.Unfortunately, until we know which location the charges are originating from, we are unable to assist in cancelling the account/stopping the charges. We would suggest attempting to call again and requesting a supervisor as this is something they should be able to assist with. 

  Customer Answer

  Date: 09/04/2024

  I dont have a membership with planet fitness someone is using my information and my bank information and I am being charged I called and I was told that they could not help me 

• Initial Complaint

  Date:08/21/2024

  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.

  Formal complaint on behalf of my son for the fees I paid for the past 5 months, yet my son KP was not granted access to the facilities. KP has been a member since 2018. During those years, my son was not a very frequent gym goer however he never minded paying the membership due to attendance. From Nov 2023 -July 2024, I paid for his membership and since March 2024 he was denied access. I continued paying so he would have access to the gym whenever he had time. My son started having problems in March 2024. I thought that issue would be solve quickly as Planet Fitness was receiving payments.At the end of Oct 2023, I went to PF to claim responsibility for my son's membership. They took my bank card and PF had my son's card info as he was already a member. Since Nov 20, 2023, I have been paying the monthly membership fee of $23.04 until July 2024 without interruption. In July, Planet Fitness withdrew 2 payments, one $39.00 and $23.04 on July 1. From Nov 2023 - July my son faced issues: My son has been denied access to the gym several times, according to them, for nonpayment yet no in-depth explanation was given to him. My son tried again, and a PT staff said my son was not allowed because his payments failed. My son told me, I checked my account, and the payments went through. My son wentand he was told the same, and that he needed to see the manager. The staff lack of communication and failure to tell my son that they needed a 2nd working card on record was found out on July 18, when he spoke to the manager. The issue started when my son's card was declined as his card expired, however, my card worked He met the manager on July 18. The club manager, ******************* read the old agreement he signed, and she realized that it was an old contract. The manager then said the new agreement allowed her to deny him entry even though my card was successfully charged for months because the second card expired. I request full refund of paid fees for 5 mths + the $39.00 fee.

  

  Business Response

  Date: 09/03/2024

  When reviewing the account, there is no documentation showing that the member was denied access. There is a note on the account from March 2024 that states the member was informed they needed to update the card on file. Since the account was active, the member would have had access to the facility. 

  Customer Answer

  Date: 09/08/2024

  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.
  I am frustrated with Planet Fitness because they claim their records don't show that my son was denied.  It was verbal, and he was not allowed to work out.  Why would my son go and not work out?  The staff did not allow him to work out. The first time, he was told it was due to non-payment.  The staff did not state that he needed to update the card on file.  Planet Fitness had two cards on file because they had my son's since 2018 and mine since October 2024. My son told me that the card didn't work so to prove payment, I gave him a copy of my bank statement showing that I was charged successfully for his membership.   Subsequently, the staff instructed my son to talk to the manager, at that time he wasn't allowed in again. He tried several times, but the manager was not available. It wasn't until July 18 that my son discovered the issue was his expired second card after speaking to the club manager. The manager and the staff failed to inform him that the second card on file had expired and needed to be active for entry as a new policy. Let me remind you, my son has been a member since 2018, so he did not remember that his old card was also in file.  This is why he was able to work out from November of 2023- February of 2024. This fact was only discovered mid-year.   It took them five and a half months to state the reason even though payment was successful and no service was provided. Since March, they failed to state the reason for my son to be denied access to the club. My son initially signed a contract in 2018, and I was added in 2023. The manager was dismissive and cocky about having the right to deny him usage until she noticed the discrepancy. She then readjusted and argued that based on the **************************************************************************** denying access.  My payments were ongoing, and the policy change only came into effect in 2024, and they noticed it in February. Then it took them four and a half months to inform my son of the issue, during which time he was denied access despite having a paid membership. The problem was simply an expired second card on file, but Planet Fitness continued to receive payments without allowing access. The lack of clarity from the staff, and the manager's decision to deny entry is concerning. ********************, the club manager, only offered my son facility usage after he requested to cancel his membership. Even then, she only allowed access for the rest of July and moving forward, without addressing the denied access from March, April, June, and part of July. I believe the higher-*** need to investigate the manager's actions, as it will reveal that my son was unjustly denied access during his visits. If my son was not allowed in, they should not have taken the payment.  He was not going to be allowed in even on July 18, the manager would only let him if he did not cancel and she offer to wave the initial cost which we actually had deducted on July 18.
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:08/17/2024

  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.

  My ASK is to allow me continue $99 membership/year with no additional fees. Since year 2016 I used to pay $99 per year fees at **********, ******** location, I was told $99 membership/year will exists if I continue yearly with no break. My yearly membership renewal is due by Aug 29 2024 when I approached service desk, 10-Aug-2024, to pay $99 yearly fees, spoke with new Manager ****** (I may have spelt wrong) I was told this $99 membership/year is not valid. I want to continue coming to Planet fitness located at ****************************************. Only Managers from this location knows in which Menu from the Computer system to navigate and accept the $99 yearly membership fees. Let me know via email whom to contact from this location in order to make this payment of $99 yearly membership fees before 22-Aug-2024 since I am due for my payment 29-Aug-2024

  

  Business Response

  Date: 08/29/2024

  Unfortunately,this membership type is no longer available, so we are unable to offer it at this time. We do run various promotions throughout the year, so feel free to check in with our staff from time to time. 

• Initial Complaint

  Date:08/12/2024

  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.

  Back in 2019 I canceled this membership. Because some Planet Fitness locations are independently owned and operated, they don't share all the same documentation in their systems. I have walked into numerous locations to have the issue resolved and the account canceled, as they continue to hit my checking account monthly. My most recent experience was the Planet Fitness in ****, ****** at ********************** ************. I have spoken to manager **** to have resolved ( he no longer works there ) I then had many phone calls with **** who no longer works there. Today the new manager ********* tried to assist with giving me some info. I called the Planet Fitness in ******, ******** and spoke to manager *********. She was able to cancel my membership over the phone, but claims her system doesn't show the cancellation made in 2019 and it is CLEARLY documented within other Planet Fitness locations. That is not my problem, nor will I agree to be penalized for something beyond my control. as tons of other systems seem to show the correct info. I want the money that was taken out of my account since 2019 returned.

  

  Business Response

  Date: 08/08/2024

  When looking at the account, it appears the membership was created in *********, ** on 3/12/2018. It was then transferred to *********, ** on 1/10/2019. Lastly, it was transferred to ******, IL on 7/1/2020.When a membership is transferred to a new location, it will show up as cancelled for the previous location, which is why the consumer was told it was cancelled.We are unable to provide a full refund, however, we are willing to refund the last 3 months and an annual fee. Please confirm a current address. 

• Initial Complaint

  Date:08/09/2024

  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.

  I have been a member of Planet Fitness since 01/17/2024. Therefore, my yearly fee was already withdrawn. A debit in the amount of $52.04 was taken without approval on August 1, 2024. I called the * 10th street facility and talked to the manager she said will call me back. I did not receive a response from her. I called again Friday August 2, was then told she put in a request for a refund. I noticed as of today Wednesday August 7 the $52.04 is still not back into my account. So I made another call, was told she will be in 10:30am, she did not call me back. I reached out at 3pm CST talked to a very nice associate she did not know the number to corporate, the manager was not there. I then got the regional managers email address. My primary concern, if you are a manager of a fitness center this is extremely poor customer service.

  

  Business Response

  Date: 08/12/2024

  With the information provided we were unable to locate an account. Can the consumer please provide information for the location that they joined at (City, State) so we may better assist. 

• Initial Complaint

  Date:08/08/2024

  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 illegally taking money from my checking account without my permission and I want a full refund of all monies they have stolen. I will obtain an exact amount from my financial institution

  

  Business Response

  Date: 08/08/2024

  With the information provided, we were not able to locate an account. We bill through ABC Fitness. Please reach out to their customer service department to see which location the charges are originating from so we can better assist. The phone number is ************. 

• Initial Complaint

  Date:07/23/2024

  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.

  Cancelled membership - continue to be charged

  

  Business Response

  Date: 07/30/2024

  Per the agreement, to cancel the membership and stop the billing, the club must receive written notification by the 10th of the month. Jennifers membership was cancelled on 7/15/2024 which would mean the last of her monthly dues would be billed on 7/17/2024 and grant her access to using the facility through 8/16/2024. I have attached both the agreement and the cancellation document, which outlines the dates mentioned.

  Customer Answer

  Date: 08/03/2024

  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.
  
  I tried to cancel my membership online and by calling several times before the 10th and was told I have to drive there to do this. I explained that a deer hit my car and I do not have a car to do this. I was able to borrow a car and drove there and I had to sign an electonic document that took 1 second. This document could have been sent to me - there was no reason for me to drive there. **** - the manager - was rude and unwilling to help another human in need of some compasion in a time of need.
  
  Regards,
  
  *************************************

  

  Business Response

  Date: 08/08/2024

  As previously stated, per the agreement, the club must receive written notification by the 10th of the month. This can be done by stopping into the location or sending a letter through the mail. The manager was simply following the policies. I have verified that the account has been cancelled so there will be no other charges made to the account. 

• Initial Complaint

  Date:07/22/2024

  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.

  XR HIP IMAGING Collected on July 18, 2024 9:34 AM Test Result Details Results Result Note Notes recorded by *******************************, MD on 7/22/2024 at 7:48 AM CDT Please call patient with following results: XR right hip with degenerative changes of femur head. XR low back also with degenerative changes of mid/lower lumbar spine. Recommend ortho consultation to evaluate her right hip/groin pain. It may be referred pain from lumbar spine but can be further evaluated with consultation.Impression IMPRESSION: Degenerative spurring femoral head as stated above. Electronically Signed by: *********************, MD Signed on: 7/18/2024 9:35 AM Created on Workstation ID: ********* Signed on Workstation ID: ********* Narrative EXAM: XR HIP 2 VIEWS RIGHT DATE OF EXAM: 7/5/2024 11:43 AM. HISTORY: Right hip pain. COMPARISON: None. FINDINGS: 2 views. Femoral head and neck appear normal. There is small spurs over the superior and inferior femoral head. Acetabulum is not narrowed.

  

  Business Response

  Date: 07/30/2024

  In regard to complaint ********, we request additional information from the consumer regarding the complaint and what the desired settlement is. Once we receive this information we will be able to look into it further.

  Customer Answer

  Date: 08/12/2024

  I have been going through medical doors.  My orthopedic specialist states: in that, I need water therapy.  I have written Planet fitness several times, to request cancelation.  I do not receive correspondence from corporate or a live regional manager. 

  
  

  Planet fitness is stating, that I pay an annual fee.  My dispute, is why should I be required to pay an annual fee,  in which, a gym, I can't utilize. 

  
  

  I haven't been in attendance since May 2024. I wasn't provided a written contract.  As they request, online membership. Pay as you go. 

  
  

  Planet fitness equipment by way of hydro-massage and massage chair,  was always broken. They were aware, I couldn't utilize the full benefit of the gym, due to my physical debilitations.  

  
  

  I have fibromyalgia,  two torn meniscus,  bone on bone left knee, two bulging disks,  and cervical stenosis on the left side of my neck.

  
  

  I currently have bone spurs on my femoral head,  in which, when I rotate my right hip and leg, it hurts.

  
  

  Planet fitness Assistant ****** isnt forth-coming in customer relations.  She's rude, condescending and intimidating. 

  
  

  Planet fitness location:

  Oshkosh,  WI,  on ******* St.

  
  

  

  Business Response

  Date: 08/12/2024

  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, which can also be found in the ********* App. The first attempt at cancellation came via phone call the day after the annual fee due date. At this time, we have cancelled the membership as a courtesy, but the balance on the account will need to be paid off if the member wishes to rejoin in the future. 

• Initial Complaint

  Date:07/21/2024

  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.

  ******* cancelled her gym membership on 6/14/2024. On 6/17/27 she was charged her monthly fee. Note that was after her cancellation. We do not dispute this charge. The following month we were AGAIN charged the monthly fee on 7/16/24. We called Planet Fitness in ******* to find out why we had 2 (two) monthly charges after the membership was cancelled. They refused to refund the SECOND charge and hung up on me. It is clear that the membership has not been cancelled. I want the membership cancelled and the second charge refunded.

  

  Business Response

  Date: 07/30/2024

  Per the agreement, to cancel the membership and stop the billing, the club must receive written notification by the 10th of the month. ******** membership was cancelled on 6/14/2024 which would mean the last of her monthly dues would be billed on 6/17/2024 and ***** her access to using the facility through 7/16/2024. I have attached both the agreement and the cancellation document, which outlines the dates mentioned. The phone number provided with the complaint pulls up an account for a *********************** which is still active and was the account that was billed on 7/17/2024.

  Customer Answer

  Date: 07/30/2024

  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. 
  
  Planet Fitness only responded with a copy of the membership and a copy of the cancellation form showing I cancelled my membership on 06/14/2024.  I have already supplied proof of credit card statements that show they CONTINUED  to charge my credit card TWICE after I cancelled my membership.  The ONLY reason that there will be no additional charges on my credit card is that my credit card company has been instructed to refuse any additional charges from Planet Fitness.

  I expected Planet Fitness to respond that they made a mistake and would refund the charges that occurred AFTERT cancellation.  However Planet Fitness refused to stop the charges and refuse to refund the charges they made illegally to my credit card after cancellation.  The response of Planet Fitness is totally unacceptable.

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

  

  Business Response

  Date: 08/01/2024

  As previously stated, to avoid getting billed on the 17th of the month, the membership must be cancelled by the 10th. The membership was cancelled on 6/14/2024,which resulted in the final charge occurring on 6/17/2024. That was the last charge on Christys membership. The credit card on file is linked to an active membership for a ***********************, which was charged on 7/17/2024. 

• Initial Complaint

  Date:07/18/2024

  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.

  January 14th, 2024 mailed letter to cancel membership. Noticed my card was still being charged two months later. Called they said they never got letter. May 24th mailed a letter again. Followed up May 30th they never got my letter "again", but would would look into it and get back to me. I requested membership to be cancelled by phone, by text, and by e-mail. Mailed a third letter and they said they received it on July 18th. They refuse to cancel my membership because they say I owe a balance for ***** I just want this membership canceled.

  

  Business Response

  Date: 07/30/2024

  in regards to complaint ********, we have gone ahead and waived the balance on the account and cancelled the membership.