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Business Profile

Fitness Center

Planet Fitness

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fitness Center.

Complaints

This profile includes complaints for Planet Fitness's headquarters and its corporate-owned locations. To view all corporate locations, see

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Planet Fitness has 33 locations, listed below.

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    Customer Complaints Summary

    • 39 total complaints in the last 3 years.
    • 22 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:03/18/2025

      Type:Billing 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.
      I was charged an annual fee after I canceled my membership. I would like that fee returned.

      Business Response

      Date: 03/10/2025

      Hello. Unfortunately, we have not been successful in locating this member in our system. We do not have anyone with this email, phone number, or first & last name in our system. I see they have a ** address, the closest Planet Fitness location that we have in our franchise to ** is in ********** **. Can this member clarify what their home gym is? If the home gym is in **, it will unfortunately be another operator that needs to respond, though. Please let me know if I can be of any further help, we would love to see the members concerns addressed.

      Customer Answer

      Date: 03/12/2025

      It’s the Planet Fitness in ********** ** that I was apart of. I have correspondence from that gym. I use to live in ** but I moved to ** 3 years ago. 

      Business Response

      Date: 03/18/2025

      I have attached your cancellation document that shows you cancelled on 3/3. Your annual fee came out on 3/1. Per your membership agreement, you would have to cancel before the 25th of the month in order to not get charged, which I have also attached. 

      Customer Answer

      Date: 03/18/2025

      Hello,

      I canceled on before 3/1. Why would I be charged an annual fee when I’m not utilizing the facility at all. I don’t live in **. 

      ******* ***** ********** Announces Final “Click-to-Cancel” Rule Making It Easier for Consumers to End Recurring Subscriptions and Memberships

      which you all are not subscribing to for whatever reason.

    • Initial Complaint

      Date:03/12/2025

      Type:Facilities 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.
      ******* ** Planet Fitness is closing for 3 weeks for renovations. They are not crediting accounts. They said we can use another club. The closest PF club is *********** which is very inconvenient. There are three other gyms in town, the ****, ***** and ** *******. Also I noticed another PF in ** was remodeling and closed for only 3 days. During the 3 weeks I will try PF’s competition in town who are very interested in offering free trials, along with several other members.

      Business Response

      Date: 04/03/2025

      Looks like the manager contacted you on 3/12, and this should be taken care of. Thanks!

    • Initial Complaint

      Date:03/05/2025

      Type:Billing Issues
      Status:
      Resolved
      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.
      2/22/2025    I clicked in my memebership badge, as was told I owed February Dues. I paid them with Joesph the staff member. Joesph told me he waived the 20$ fee. 
      I told Joesph, I was not aware that my dues were not paid with auto pay.
      Joesph allowed me to attend the gym that day.
      I made an appointment to talk with " Michael A************ for Monday 2/24/2025.
      I also wrote a note in the book so that the manager, Michael, would know I was coming. 
      On 2/26/2025   I met with Michael, and gave him a copy of the letter, in this email, dated 2/26/2025.
      Michael told me that he ( Michael) would wave the 20$ fee for December, the 20$ fee for January, if I would pay 16.01 for December, and 16.01 for January.  Since I just found out, and furnished Michael my ******* Bank Statement, showing July, August, Septeber, October, Novemeber 2024 paid, the payment issue started in December 2024. 
      I left our meeting with no resolution. 
      On 2/27/2025 I came back to the Planet Fitness, and gave Michael my Cancel Membership letter, ( see below, I read online, that I needed a letter, given to the manager  of Planet Fitness,)
      Michael informed me I did not a letter. Michael looked up my account, with 3 other staff memebers, and told me I could not cancel, because I did not agree to pay the 2 months that I supposedly owed.

    • Initial Complaint

      Date:01/21/2025

      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.
      August 2017 through December 2024 ($21.26 - monthly withdrawal) paid out roughly $1,900.00. The business will not return emails or phone calls regarding a refund but has cancelled my membership. Planet Fitness purchased ****** ******* in ******* ** around July 2017. I was previously a member at ****** *******, but did not sign the waiver to transfer membership to Planet Fitness as I was no longer living in the area. My last check-in date at ****** *******/Planet Fitness was July 13, 2017. I became aware of the automatic with-drawls in December 2024 and immediately contacted the General Manager of the ****** location. He was as shocked as I was that his organization had been charging me all these years. He helped me cancel my membership and gave me an email address to request a refund. I waited 3 weeks and did not receive a response. I then contacted the General Manager again to which I was told his Regional Manager had denied my request for a refund. I've asked AJ to reconsider the denial and provide me with a signed copy of my agreement stating I agreed to the automatic withdrawal to sign up for the gym membership or any other explanation as to why it was appropriate/legal to take money from me with no goods or services rendered. It's been 10 days and I have not received a phone call or email back. I strongly feel that because I never signed up for a Planet Fitness Membership in 2017 and I never used any resources, goods or services that the company has stolen from me.

    • Initial Complaint

      Date:01/07/2025

      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.
      In December 2023, I canceled my membership at Planet Fitness, ****** **. location because I was moving abroad. They explained that I had the option of canceling the membership or pausing it for 2 months where I wouldn't be charged and then my membership would resume. I made it clear, though, that I wanted to cancel permanently because I was moving overseas to ****** and there wasn't a Planet Fitness there if I had wanted to transfer membership. They told me they understood and would process my cancellation immediately. My debit card was last charged on Dec 18 and I thought it was handled properly. In Jan, I moved to ****** and confirmed I wasn't charged on Jan 18. I wasn't charged in Feb either. But on March 18, I was charged the monthly rate of $26.67. However, because I was not using this bank account as anything other than a placeholder while I was living overseas, I didn't notice this transaction. They continued to charge this account $26.67 every month until I caught it in Sept. When I noticed it in Sept, I immediately contacted Planet Fitness via email. They apologized, made sure to cancel my account, and said they would process a refund for the 6 months I was charged. They did cancel the account properly and I wasn't charged again, but the refund was not showing up. I contacted the location several times both via email and phone and spoke to the manager, Dean, multiple times. Dean told me repeatedly that he was working on it but a slew of delays kept appearing that somehow stopped him from processing the refund - apparently it couldn't be handled at his level and had to be escalated. Eventually, he said he would contact his district manager directly and have him resolve it. On Oct 31, I was issued a refund for $53.34. I called Dean again to explain that I was due 6 months refund and this was only for 2. Again, he said he would take care of it, but after 2 months, I still haven't received my full refund. I feel that I am owed another 4 months - $106.68.

    • Initial Complaint

      Date:01/02/2025

      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.
      Membership #802527784 On 12/15 I sign up a gym membership under my daughter name which had a deal that was $1 down payment and don’t pay your monthly payment till February , when I spoke with her on 12/16 she told me that she already signed up with planet fitness too , after reading the contract I sent a letter cancelling the service and I sent a certified letter on 12/17 on 12/26 planet fitness start charging my credit card with the amount of $46.67 which I dispute with with my credit card company I called today 1/2/2025 and they said that never received any letter and that are charging me the fee of $15 at moth plus the fee of not going through the payment which doesn’t much the amount they tried to charge , I think is not fair and I ask your help to fix this problem

      Business Response

      Date: 01/06/2025

      Can you please tell me your daughters name so I can look into this account?

      Customer Answer

      Date: 01/06/2025

      The nena in the account is ******* ******** and the membership number is **********

    • Initial Complaint

      Date:12/06/2024

      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.
      Sometime back in May of 2024 I signed up to become a planet fitness black card member with the cost of $24.99 per month plus ** sales tax (a total of $26.67). When signing up I put down 2 forms of payments for automatic payment; the first one being the liberty bank account ending in **** and the other form of payment is a **** card ending in ****. Every month between the 20th to the 24th my **** card is successfully charged for the monthly payment. the issue is I'm being charged a $15 late fee every month with the exception of the month of May. Unfortunately, the planet fitness app makes it very hard to check or update payments or get any payment information. On at least two occasions I went into a planet fitness to resolve these issues of being charged a late fee every month. Once back in early July at a R.I. location and anther time more recently at the ********* ** location. Despite being told, by the planet fitness employee that "this will no longer be an issue, and I would stop being charged a late fee"' on today I noticed I was charged $41.67 ($26.67 plus $15 for late fee) for my monthly fee again! I'm looking to be refunded $90 to my credit card ending in ****, for 6 months of unnecessary and unlawful late fees and to stop any future late fee. There are two forms of payments on my account that are set up for auto pay every month, I SHOULD NOT BE INCURRING ANY LATE FEES! This issue has been extremely frustrating, since the planet fitness app does nothing to help with payment issues and I have already dealt with this issue multiple times in person.

    • Initial Complaint

      Date:11/21/2024

      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.
      To cancel your membership with Planet Fitness, you are required to do so in person at the gym where you signed up. I have visited Planet Fitness in ************ ** three times to cancel my membership, and each time I was told that everything was taken care of. However, the following month, an automatic payment was still withdrawn from my account. After this happened repeatedly, I had to contact my bank to place a stop payment, which cost me about $6. Today, I found out that because they have been unable to withdraw money from my account, my membership is now in collections, and I owe around $80. This entire process feels like a money-grabbing scheme, as it allows them to withdraw funds without making it easy for customers to cancel their memberships. Isn't there a more convenient way to cancel your membership without having to go through all these hoops?

    • Initial Complaint

      Date:10/22/2024

      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 cancelled my gym membership with Planet Fitness in late 2021/early 2022 and my bank account has been charged a monthly fee for membership since cancelling the membership.

      Business Response

      Date: 11/06/2024

      Can you please let me know what club you originally signed up at so I can locate your membership? 

      Customer Answer

      Date: 11/12/2024

      Hi,

       

      The location of the Planet Fitness for this case is:

       

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

       

      Their phone number is ###-###-####

       

      Thanks,

       

      *****

    • Initial Complaint

      Date:10/07/2024

      Type:Billing 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.
      October 4,2023 I was charged $46.67 to an account Planet fitness wasn’t given. They had access to my cash app account. Which I gave them my routing and account number. But in August I called the ********* ** location and asked them how to cancel my membership. I am canceling due to my 45 year old boyfriend is disabled and needs to have someone next to him 24/7 and I am the only option. So I write the letter immediately and also filled out the form on the website. Asking the steps to cancel membership. No email or call back. So I wrote another letter in August and September. Since I’m seeing charges and return charges. Due to me freezing my card since I seen they were charging my account. So today they trying again and then accessed an account that they shouldn’t have. And I’m not sure how they got access to it. I shouldn’t be charged due to me trying to cancel several times. I call them and they won’t help and won’t return my money to me.

      Business Response

      Date: 11/06/2024

      It looks like your membership was cancelled on 10/8. See documentation attached

    Planet Fitness is NOT a BBB Accredited Business.

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