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

  4 Liberty Ln Hampton Hampton, NH 03842

• 

  Planet Fitness

  12471 S Orange Blossom Trl Orlando, FL 32837-6212

• 

  Planet Fitness

  6221 N US Highway 1 Cocoa, FL 32927-4925

• 

  Planet Fitness

  505 S Chickasaw Trl Orlando, FL 32825-7801

• 

  Planet Fitness

  8956 Turkey Lake Rd Orlando, FL 32819-7327

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:02/16/2025

  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.

  The gym closed, yet kept charging me. I emailed multiple times with no response. Finally when I disputed a charge, the billing department contacted me. I told her the location I signed up with had closed, she said she would get back to me. Never heard back. They have since attempted to charge a different card again, but for more. All I want is for them to cancel and stop attempting to charge me. The location at ********************* is closed.

  Business Response

  Date: 03/03/2025

  Hello,  we have spoken the member on 2/19 and the membership has been cancelled out at her request. She stated that the new location that we moved to is not convenient for her and will consider renewing at a later time if her proximity to a location changes. 

  Customer Answer

  Date: 03/13/2025

  Im still receiving phone calls from planet fitness about charges. I talked to a manager who said he would clear the charges yet hasnt. 

• Initial Complaint

  Date:12/21/2024

  Type:Product 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.

  I cancelled my membership back in August of 2023 and I am still being charged, I've gone up to my location to speak with them, they said it was cancelled but then why continue to charge me. I want my money back.

  Business Response

  Date: 01/03/2025

  Member was contacted and refund will be issued

  Customer Answer

  Date: 01/03/2025

   
  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.
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  Date:12/06/2024

  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 left in October, 2024 to go overseas to the *********** and was told by Planet Fitness staff my membership would be frozen and there would be no further charges. However Planet Fitness (PF) charged me $10.70 on 10/17/2024 and $52.43 on 12/2/2024 for a gym membership I was not using.Moreover, when I signed up for the membership, I was told the monthly fee was $9.99 and there were no annual dues beyond $24.99. Now the ******* is trying to charge me $52.43.The ******* often has homeless people sleeping in the gym whenever I exercised in the past (between 2am to 5:30am), often no PF attendants at the front desk when I walked in, and trash around the club, not being picked up, making it a very unsanitary environment to exercise.Moreover, when equipment breaks, it often takes PF in ******** (a corporate owned club) weeks to repair the equipment. I therefore kindly request the fees charged me be refunded in full amounting to $63.13 and no further charges occur on my card hereafter (as I should not be charged an annual bill when I have not used the club for an entire year, as I'm overseas).I was told by club staff, the PF lady with short black curly hair who was in the *******, I would not be charged when overseas, but I still got charged in October, November and again in December.Please correct the error with a full refund and stop the annual fee this year given the many problems at this club, poor management, filth and false information deceiving me the loyal customer.Corporate cannot charge me when PF staff locally tell me they will not charge me and my membership will be ************ is the best way to reach me. I only gave you my Mom's phone in the *** (as this form required a phone number). My phone is not in service as I discontinue T-Mobile *************) when I am overseas.**** F. ***** - former fitness trainer, consumer advocate, health coach, wellness trainer ************** ***************

  Business Response

  Date: 12/12/2024

  Good Morning! I have spoken with the club and they have requested to process the refund for the monthly dues, and have contacted the member to inform him of it, as well as will be addressing the cleaning concerns made. If there is any further questions, please reach out to the club at any time!

   

  Have a great day!

  Customer Answer

  Date: 12/12/2024

   
  Complaint: 22648856
  
  I am rejecting this response because Planet Fitness needs to refund me the $52 charge debited my bank account in December, 2024, which was never authorized and violates the terms of their agreement as shown on their own website at the *********************************** ********** The ** website states the $49 annual fee with taxes will be charged in FEBRUARY or there AFTER.

  *******************************************************************; (screen shot image attached)

  The annual dues previously were $24.99 as I recall. I was never given any forewarning of an annual fee doubling and being overseas does not make it worthwhile to me. The $52 charge is unacceptable given equipment is broken for weeks and not repaired, the health club has trash on the floor at 2-5am, people are smoking and vaping in the club (and I have allergies and an enlarged heart making it difficult to breathe), and homeless people have been sleeping in the club.

  It's also worth nothing employees themselves smoking near the ** Health Club perimeter and back wall outside (near the mirrors and free weight area behind the wall) can be smelled INDOORS polluting the air members must breathe when exercising, while attempting to get fit and healthy. I have witnesses that can attest to this as well all could smell cigarette smoke in the gym. The sudden doubling of annual dues seems fraudulent and worthy of investigation, and perhaps a class action lawsuit, when the club cleanliness, air quality and equipment are being ignored.

  The building walls are thin and smoke easily comes through the perimeter. Earlier in the year, there was black mold growing on the walls for months, which I had to point out to management prior to it ever being cleaned and removed.
  
  That being said, I am requesting the $52 charged me in December 2024 also be refunded and a three month credit for gym use going forward (for the trouble encountered at the ************* to make the wrongs right).

  Proof of an enlarged heart is attached with a physician's report from the *********** overseas as proof I am not making this up. 

  ********************** reports SMOKING just one cigarette a day will raise the risk of heart disease and stroke between 48% and 74%. Moreover, second hand smoke is more toxic and deadly for those NOT smoking, but being subjected to smoke from others engaged in the harmful activity. ***********************************************************************************************************************************************************************************.

  The Centers for Disease Control (CDC) warns us that exposure to secondhand smoke has immediate harmful effects on the heart and blood vessels and can cause coronary heart disease and stroke.  ********************************************************

  When ** employees smoke and it enters the free weight area and building, especially in the winter months when no fans are on and air is NOT circulating, the toxic fumes do NOT go away and remain in the air we all must share, while we breathe heavily during exercise and require more oxygen intake, making a visit to the gym more harmful than beneficial (as I have experience several times when I and others could smell smoke in the club).

  I am a former personal fitness trainer who has earned a Master degree in Health. I also have earned a Master degree in Global Food Law, related to the **** Food & *******************. Therefore beyond the $52 fraudulent and untimely charge, the harm to my HEALTH is of utmost importance when I am paying to use a "health" club and am being denied a HEALTHY ENVIRONMENT in which to exercise.

  Personally, I like all the employees, respect them greatly, know their sacrifice, value and appreciate their hard work. However, the smoking around the perimeter and entering the "health" club is something that should not be permitted, nor tolerated. The fact I have had to endure this multiple times is most certainly worthy of a 3 month credit going forward without question.

  Sincerely,
  
  **** F. *****

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

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

  *************************************** (author of "Breathe Better" and "Stop Smoking & Air Pollution")

  Business Response

  Date: 12/20/2024

  Good morning,

  Thank you for bringing this matter to our attention we value our customers and strive to resolve any concerns they may have in a timely manner.

  
  I attempted to reach out to the member, both by both phone and email, in order to address their concerns. As of now, we are awaiting a response from them.

  
  We remain committed to resolving this matter and will continue to reach out to the customer in the hopes of finding a satisfactory resolution.

  
  Thank you for the opportunity to address this complaint.

  Customer Answer

  Date: 12/24/2024

   
  Complaint: 22648856
  
  I am rejecting this response because Planet Fitness needs to FULLY REFUND me the ***** annual fee, which per the website is not to be charged the member until February.

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

  I also am requesting a REFUND for three months paid due to the ***** and TRASH in the gym when I have worked out in past months. *****, Will and others working out between 2am to 4:30am with me can confirm TRASH is ON THE ***** and throughout the gym at that time and is NOT CLEAN, NOT SANITARY, NOT HEALTHY.

  Moreover, people smoking cigarettes and marijuana in and around the "health club" is unacceptable as it enters the gym workout area where we exercise.

  Planet Fitness only has one *** ***** cleaning the place, nobody attending to the front desk at night during the hours mentioned and this is unacceptable and not the norm for ** nationwide (as I have been a ** member for over 20 years having worked out at their gyms in **, ** and NY where I have lived and used their health clubs).

  Most ** gyms have no less than two staff on duty at any given time, including early morning hours between 1am to 6am. The Clermont, FL gym however often has only one cleaner and nobody at the front desk. Sometimes the cleaning staff are outside smoking and not cleaning. ***** is awesome. He has my utmost respect and I greatly appreciate his hard work during the late night hours in which he cleans.

  However, as a ** member who has experience in their other health clubs nationwide, putting all the duties on one guy's shoulders alone (*****) is inhumane, unethical, inappropriate, unsanitary and incomprehensible given we just came out of a three year pandemic which took many lives nationwide. A HEALTH CLUB must be sanitary, clean, organized, properly staffed and attended to at ALL TIMES. If Mr. ******** the ** Corporate Manager, believes otherwise; I can happily file a formal written complaint with the state of Florida and local HEALTH DEPARTMENTS as I have earned Master degrees in HEALTH and LAW, whereby I know some things about the matter. Moreover, I myself am also a former personal fitness trainer who has been frequenting health clubs worldwide for 40 years.

  I, *****, Will and other members using the club from 2am to 5am can attest to these problems at the ********* FL health club.

  I am patient and willing to let this slide (having not filed complaints with the HEALTH DEPARTMENT, but a FULL REFUND of ***** and three months paid dues is not something I am willing to yield on given the above mentioned problems at this particular "health" club, the poor management, disregard for hygiene and sanitation, understaffed facility and terms on the *********** website stating annual dues are deducted in February.

  I also would like to cancel my membership and have that confirmed in writing, as I will be taking a job as a HEALTH PROFESSOR at a University in ***** beginning in February 2025 and no longer need the ** membership in *********

  I love Planet Fitness and realize the challenges the local club has. I graduated from ********************* love the community and have no hard feelings whatsoever, but when service is NOT as ADVERTISED and CONTRACTUALLY promised; a REFUND is proper, just, undeniable and right under the circumstances (which most certainly any court of law will swiftly award me along with legal fees plus punitive damages for corporate bad behavior). 

  My ask is rather small given the severity of a global pandemic we just endured and the extent to which health and sanitation at the ********************** (owned by ** corporate) is being ignored.

  Sincerely,

  **** F. *****

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

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

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

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

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

   

• Initial Complaint

  Date:10/09/2024

  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.

  With the most recent hurricane, our local planet fitness gyms are closed, at least, the three closest to me are. Most of town has power and water back, but there's no notice as to when the gyms will open again. If you call the location, they simple say they're closed. I've checked online and I can't find who I can call and speak with about this. I'm trying to figure out if I need to make other long term arrangements but there's no information provided and I no obvious means by which to communicate the issue. This is the first issue, I simply need a means by which to communicate with the local franchise owners or a corporate officer with proper knowledge of the situation.Secondly, I have no doubt they will charge me for all the time they've been closed. It isn't right to have to pay for a service you don't receive and I would like a refund on the time the gym has been closed to my access.I recognize that a hurricane is difficult to deal with and things take time but I feel as a customer, I deserve the information mentioned or the means by which to communicate and attain it.

  Business Response

  Date: 10/14/2024

  Good Morning,

  Thank you for sending over this complaint so that we are able to assist this member with the given issue. After reading the complaint, we attempted to reach out to the member on 10/14/24 at 11:22am but no one answered the called and we are not able to leave a message because the mailbox was full. We understand how the member feels and we want to make things right. We are trying to handle this with urgency and at this point we are just waiting for a response from the member.

   

  Thank you!

  Business Response

  Date: 10/14/2024

  Good Morning,

  Update: We were able to get in contact with the member. We explained to him what transpired during the disaster, the things that delayed the clubs from reopening, and ended with each club's status of being of being opened with modified hours as we continue to fix other issues to get us back to normal. He was appreciative of the call and is happy the gym is back open.

• Initial Complaint

  Date:10/07/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 visited Planet Fitness on ******************** on 10/5/24. My wallet was stolen, I was there as a guest. My purse was "found" on 10/6/2024 at the front desk but all my money was taken, $50 stolen. Please let me know if crime or criminality is rampant at this location. So I can understand if there is any reason why I should ever consider coming back to this location. I filed a police report regarding this matter, stating that this location may have some criminal-like activities in the facility.

• Initial Complaint

  Date:08/14/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 me $15 for a late fee. My plan is only $10 a month. The *** they were using rejected my bank account. I talked to my bank and they said it was not their issue as there were funds in my account at the time ********************** tried to AUTODRAFT my account. They fraudulently took $15 a month totaling $330 for the duration of my membership. I request a refund immediately. I have paperwork to prove the funds were in my account and they fraudulently took more money out.

• Initial Complaint

  Date:07/31/2024

  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 cancelled my membership with this gym more than 7 months ago and they have continued to double charge me and randomly charge other things in my account, I have attempted to reach out multiple times and gotten no response, no return calls, nothing. I want my card to stop being charged immediately and I demand a refund for all of these charges since January being that I have not stepped foot into the gym after I cancelled my membership.

  Business Response

  Date: 08/06/2024

  Called member and spoke to them over the phone at 3:45pm. I apologized to her for the inconvenience and let her know we validated her claim and have cancelled her membership and refunded the amount requested.

• Initial Complaint

  Date:07/03/2024

  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 am filing a formal complaint against Planet Fitness regarding an incident of assault and property damage that occurred at their *********** location in *******, **. Below is a detailed summary of the events:**Incident Summary:**- On December 28th, 2023, I was verbally and physically assaulted by a Planet Fitness employee named ******* at the *********** location.- *******'s actions resulted in a wrist injury, which I am currently treating with medical professionals.- During the altercation, my iPhone 12 Pro, which was in mint condition and purchased new, was forcibly broken by *******.**Response from Planet Fitness:**- Following the incident, I promptly reported the matter to the gym's management, including the district manager, ****.- Despite my repeated attempts to seek resolution, the response from Planet Fitness has been inadequate and unsatisfactory.- The district manager directed me to contact the legal department, where I was offered a $500 check or the option to purchase a replacement iPhone 12 Pro myself and submit a receipt for reimbursement.**Financial Hardship:**- I want to emphasize that I am not financially able to purchase a replacement iPhone 12 Pro, as I do not have $1,933.10 available.- Apple no longer manufactures the iPhone 12 Pro, which was the top of the line model with the most memory available at the time of purchase.- The equivalent replacement today would be the iPhone 15 Pro with 1TB memory, which is priced at $1,933.10.**Medical Issues and Stress:**- I have been dealing with ongoing medical issues, and the stress caused by this incident and the lack of resolution is exacerbating my condition.- Resolving this matter promptly is crucial for my well-being, and I urgently need closure on this distressing situation.**Legal Action Consideration:**- I have consulted with legal counsel and am prepared to pursue further action if necessary.

  Business Response

  Date: 07/18/2024

  The member in question was provided with options at the time of incident to rectify this situation. The member declined the options. We then let him know that if he needed to seek any further correspondence, he could communicate directly with our Legal team. We provided that Legal team contact information.

• Initial Complaint

  Date:03/01/2024

  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 was a member of the gym for approximately one year, and went in to the location on February 10th to cancel my membership. The employee was having trouble and said that he had never seen this happen before, but my account never "synced". He told me the ** would have to cancel it tomorrow, and when he did, I would get a cancellation email. I waited 3 days, and did not get anything, so I called again. I was told that the account was still not cancelled, and was told they would reach out to the region regarding it. On Feb. 21st, I was charged $26.86. I called, and was told that the old ** quit and must have forgotten to cancel my membership, but the new ** would do it that day and give me a refund, and they would call me back tomorrow to confirm this. I did not hear back, so I called them. I expressed my concern because March is an annual payment month, plus a monthly payment, and they had already taken a month out of my bank account when they should not have, and it was not authorized, as I cancelled a month ago.The ** called me back and left a voicemail saying that my cancellation was waiting on the "back line" and that he would refund me if I got charged. I still have not received the refund from February's payment, and have now gotten another $52.46 charge to my account for the annual fee. I am now waiting on 2 refunds for almost $80. I have had a total of 13 phone calls with this location in addition to the initial in person cancellation over 3 weeks, have been charged twice, still not given a refund, and still have not received a confirmation of cancellation.

  Business Response

  Date: 03/07/2024

  Good ************************************** Manager of this club has stated he has attempted to reach out via phone today but was unsuccessful. The manager stated he did leave a voicemail with call back info, as well as put in for a refund. 

   

  If you have any question, please give the club a call at your earliest convenience!

   

  Have a great day

• Initial Complaint

  Date:02/22/2024

  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.

  The company was charging my bank account. I cancel my registration with them since i was not using the gym anymore. they were still charging to my bank so I block the charge to my bank. somehow they found the way to charge my credit card that I never provide, so not only stole my identity but charge without permission to my credit card. So I would like my money, stop any further charge, I have reported to my credit card, and something needs to be done to them. I need a letter that they will not charge my credit card anymore or any other credit card that belongs to me or any of my family, if they find my information and charge me like this, they will do it with my daughter as well. They need to prove that I provide my credit card in person for them to charge. I do remember they told me no credit card was allow only bank information. Need help asap, If I need to go to the police I will go, I will report them where ever I need to, just tell me what to do. Thank you for your help in this matter and previously help on your behalf

  Business Response

  Date: 02/27/2024

  Good ************************************** manager of the location attempted to call but did not have any luck.

  At your earliest convenience, please call the club at ************ to speak with the Club Manager regarding your account.

   

   

  Thank you!