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Business Profile

Exercise and Wellness

Planet Fitness

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Exercise and Wellness.

Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/19/2025

    Type:Product Issues
    Status:
    Answered
    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.
    @PlanetFitness very unprofessional outfit. I received an annual membership as a Christmas gift from my kids, I had unexpected open heart surgery and am unable to use the membership. I asked for a refund and was informed at the front desk that I would receive the refund in 10-14 Days, after waiting the 14 days I called to check on the status and was told I don’t get a refund and whoever I spoke to was wrong in what they told me. I think it would be fair to receive at least a partial refund, but to be told I would receive nothing and the membership is cancelled is a terrible way to do business

    Business Response

    Date: 02/28/2025

    Team,

    I wanted to provide an update regarding Mr. *******'s inquiry about his refund request. As per our policy, members have three business days from the date of signing their contract to receive a full refund. Since Mr. ******* reached out a few months after his membership was purchased, we are unable to process a refund at this time.
    However, I would like to note that Mr. ******* has only utilized 2 out of the 12 months of his prepaid membership. To accommodate him, we will waive the remaining 10 months of his membership fees when he is able to return to our facility.

  • Initial Complaint

    Date:07/11/2024

    Type:Order Issues
    Status:
    Unanswered
    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 am an active duty service member that signed up in Morgantown Wv. Their cancelation policy is absurd. Only options are to be in person or mail a certified written letter. This needs to be addressed to alleviate the loopholes they have which creates erroneous charges. It’s highway robbery and bad business ethics.

  • Initial Complaint

    Date:12/29/2023

    Type:Customer Service Issues
    Status:
    Unanswered
    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 called several times, requested my membership be canceled, I have sent two written letters, I have even tried to contact Planet Fitness HQ and followed the terms for cancellation of membership and they continue to charge my account.

    When I call they snicker and laugh and assure me my membership is canceled.

  • Initial Complaint

    Date:12/09/2022

    Type:Product Issues
    Status:
    Unanswered
    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.
    Called club to ask to cancel membership and was told I have to come in to sign. Went end of October and was told by "Crystal" she could not find me in the system and that whomever I spoke with on the phone must have cancelled my membership. I was instructed to wait to see if I was charged membership fee of $24.67 for Novemeber and if I was to return for a refund. Went back on November 22nd because I was charged on the 18th and was found in the system immediately and my membership was properly cancelled and was told the associate would ask her manager for a refund. Sent email to **** ****, the club manager on December 6th and recvd' a reply from said manager confirming I came in on the 22nd, the day my membership was cancelled. I replied to claify all of the above and no more correspondance was given. This is not acceptable.

    Customer Answer

    Date: 01/10/2023

    [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]



    Better Business Bureau:



    At this time, I have not been contacted by Planet Fitness Morgantown, WV regarding complaint ID *********



    Regards,



    ****** ******

  • Initial Complaint

    Date:12/05/2022

    Type:Billing Issues
    Status:
    Unanswered
    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 joined this club in June 2022, in August I canceled my membership and was charged for a year membership. I feel that I am owed the $41.73 that was charged for a year membership on August 3rd when I had just paid the $44.54 on initiation along with the monthly membership fee. I have been battling with the business and was finally refunded $10.70 on October 27 but was told by the manager Alex **** that I would be refunded the $41.73 as well. I was given bogus email addresses and the run around from multiple sources at the club.

    Customer Answer

    Date: 01/16/2023

    [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]



    Better Business Bureau:



    At this time, I have not been contacted by Planet Fitness Morgantown, WV regarding complaint ID ********.

    I have not received any compensation or response from the business either at this time.  Thank you for your assistance in this matter.

    ****** ********

Planet Fitness is NOT a BBB Accredited Business.

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