We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Fitness Center

Planet Fitness

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fitness Center.

Complaints

Customer Complaints Summary

  • 12 total complaints in the last 3 years.
  • 3 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:08/23/2024

    Type:Order 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' cancellation policy is designed to make it extremely difficult and time consuming to cancel a membership - by requiring CERTIFIED MAIL or In-Person delivery of a letter of cancellation/termination. Yet, in EVERY other aspect of their business the utilize cutting edge technology - including robust ****************** capabilities - available members through their website. Even though ALL aspect of account management are available, TERMINSATION/CANCELLATION is not! This is a calculated scam results in extended fees/charges and preys on consumers forgetting or delaying cancellation - enriching PF even though they are not delivering ANY services to the charge member.

    Business Response

    Date: 08/26/2024

    Planet Fitness is independently owned and operated, so this complaint is not part of our franchise; i have requested this please forward it to the correct franchise owner

  • Initial Complaint

    Date:07/30/2024

    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.
    I have been trying to cancel my wife and daughter account with them for 3 years. They continue to find reasons to not close the account and has continued billing me. I have the statement for the last 3 years and I can provide statements from my wife and daughter that they thought this should have been resolved and yet we are still getting billed. I would like to get my money back from the last 2 years and I want the public to know about this predatory behavior before the engage with these people.

    Business Response

    Date: 07/30/2024

    Planet Fitness is independently owned and operated this complaint is not part of our franchise; I have requested it be  forward it to the correct franchise owner.

  • Initial Complaint

    Date:07/24/2024

    Type:Service or Repair 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 made my husband a membership with planet fitness forest hills located at ************************************************************************. In the signup process I entered my banking information and credit card information for reoccurring payments of $26.16 each month. The club manager *********************** is in charge of payments and has been charging additional fees labeled as other fees and charging my account. She states they are late fees but its almost the same amount as my gym membership of $26.16. She purposely charges my bank account after the due date to have justification of these late fees but speaking to various employees at the gym, they have said that my billing issues are strange and that theres something else happening, possibly fraud. I emailed the contact center for planet fitness but they did not do anything about it and its still occurring. Recently for July I was charged double of my membership fee on July 18,2024 that was automatically taken out of my bank account when the bill was due July 17,2024. Can you please investigate the situation occurring at Planet Fitness- ****************************************. She is doing these scams to other members as well and is in charge of payments and bank accounts from members of the whole gym location.

  • Initial Complaint

    Date:12/04/2023

    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.
    I had a black card pf membership and downgraded nov 2023. I was charged the annual fee twice in one year. I tried called the manager who kept letting lower level employees talk to me and would not talk with me. I was charged 39 in May then charged 49 in Dec. Someone offered waived monthly dues for two months Dec and Jan but no answer on refunding one the annual fees. I love the gym but this really unfair and seems no one cares. I'd appreciate Someone doing the right thing.

    Customer Answer

    Date: 12/03/2023

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

    Business Response

    Date: 12/05/2023

    Thank you for contacting us. I would be more than happy to pass this situation along to the locations management team above the club level as well as theDirector of Operations. 

    Customer Answer

    Date: 12/12/2023

     
    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:07/20/2023

    Type:Service or Repair 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.
    I started a membership with planet fitness over a year ago while living in **********. After moving to a new state for a job, I attempted to call the franchise my membership was at and cancel the membership because they are franchise-based and I obviously wouldn't be travelling thousands of miles to go to the gym. During a long conversation with an employee there, I was told that I could only cancel in-person. Eventually their tune changed when I explained that I was now living in *********. However, I've now come to find out that I was still being charged for over a year because apparently there were 2 accounts with all of the exact same information except for a typo in my birthdate, and I didn't cancel both of them. I don't understand why in the world their system wouldnt recognize this. When I called yesterday, I was immediately told about it and cancelled the remaining account, but now I've been being charged $23 for over a year for a membership I can't use.

    Business Response

    Date: 07/21/2023

    Planet Fitness is Independently owned and operated; this location is not part of our Franchise I have requested this be  forward this to the correct ownership group. 

    Customer Answer

    Date: 07/21/2023

     
    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 as long as this gets forwarded to the correct franchise owner. When submitting the complaint I made sure to put ******, ** as the location, but I must have missed a different spot to enter the correct business address or something. 

    Thank you for forwarding the complaint on,

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

  • Initial Complaint

    Date:04/02/2023

    Type:Service or Repair 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 cancelled my membership and still getting charged an annual fee that is now past due and at risk of being sent to collections. Absolute fraudulent and billing and business practices

    Business Response

    Date: 04/03/2023

    Planet Fitness is a franchise independently owned and operated. This complaint is not part of our location. Unfortunately, we cannot help because the member is not part of our franchise. Im unable to see membersinformation. I will email the BBB and let them know this needs to be forwarded to the correct franchise owner. 

  • Initial Complaint

    Date:12/14/2022

    Type:Service or Repair 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.
    On 11/21 i entered the planet fitness here in ********** as I routinely do for the past 2 years. i began my workout and after about an hour or two i was ready to leave and realized my wallet was missing from my pocket. I carried it inside as i normally do and had around 1200-1500 cash in it. After searching for my wallet for some time I spoke with an employee and then called the police to file a report. The employee advised they would not release the camera footage to myself nor the police. The police came back as a follow up with the detective and the employees would still not release the camera footage. The franchise owner was not in the vicinity and therefore could not be reached to determine why we cannot review the footage. The footage would help my case. I had to cancel a trip due to not having proper ID, I lost the only picture i had left of my mother who recently passed and my entire weeks check that I worked overtime to get just to make sure my family had a nice holiday. The members working gave a very nonchalant response as if they did not care and it has been almost a month and I still have not been able to retrieve camera footage to show who stole my wallet. i knew what stations I worked out at and could have help to pinpoint this instead I am getting the run around as well as the police and we have not been able to move forward with the investigation. I need the franchise owner to release the camera footage and I need him to contact myself or cooperate with the police. It is giving me the impression that one of the employees may have been the person who took my wallet because no one is willing to assist me in this matter. I will not be letting this go and allowing someone to walk in to the place I pay monthly to workout at and freely take from another person. I want justice.

  • Initial Complaint

    Date:11/27/2022

    Type:Service or Repair 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 started my membership years ago In ************ IN. I currently have a balance on my account because the monthly deduction is coming out of an old checking account and I did not realize i was missing payments. So, I moved to st Petersburg 2 years ago and I was told by the manager at the ************ store that I am not able to transfer my membership, or cancel it until the $180 is paid off. ** the mean time planet fitness is still taking a monthly payment out(which is NOT going to the negative balance but paying my membership fee every month) and the planet fitness here in ************** will not allow me to work out because there is a balance on my account There is no way for me to make payments on the account unless I call the ************ store when a manager is there( which is a huge hassle since I work and theyre NEVER there on the weekend) so Im stuck paying monthly and Im not able to use the gym. Im told I cant even cancel the account. I tried to go to planet fitness today 11/27/22 at 10am on 66th in ************** and the girl I talked to was very condescending and offered me no help. She Refused to let me use THEIR gym because of the balance even after I showed her on the app that I did in fact pay for this month. This is frustrating as I feel like I should be able to use the gym since I am still paying for the membership

    Business Response

    Date: 12/05/2022

    Thank you for contacting us. Unfortunately, this account isnt part of our locations planet fitness is a franchise independently owned and operated. This member would have to reach out to the home club that they originally signed up at. I have included the cancellation policy for Planet Fitness. 

    You may cancel according to our policy: Per the agreement, in order to cancel a membership, one must either go to the club in person to fill out a cancellation form, or send a letter (preferably via certified mail) to the club, requesting cancellation. Please note: Memberships cannot be cancelled via fax, phone, or email.


    The processing of this cancellation request is subject to any agreement obligations. For more information, please refer to the membership agreement or call your home location. If your membership has a 12 month commitment and you wish to cancel at any time before the commitment is met, you can pay a $58 buyout fee to do so. If you wish to cancel after the 12 months has been met, the buyout fee 

  • Initial Complaint

    Date:11/17/2022

    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.
    Planet Fitness has been taking money from me every month and will NOT allow me to cancel the subscription. I haven't been to a planet fitness facility since 2017. I have called repeatedly to cancel this membership and they wont allow me to do so without going to the specific location in ********. I live in ****** and explained to them, and they agreed I have not been there since 2017. They still refuse to cancel this membership and want to charge me over 200 dollars to do so?? This is a true scam. They wont stop taking money from my account!

  • Initial Complaint

    Date:11/15/2022

    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 cancelled my Planet Fitness Membership over 1 year ago. I uninstalled the app and I haven't entered a facility since 10/11/2021. On 11/01/2021 Planet Fitness charged me $43 for a yearly membership and did not email me a receipt.Every month since, Planet Fitness has charged me $11.03. They have not emailed me a single receipt.On 11/01/2022 this year, they charged me $43 for another yearly membership. No receipt.In 3 days, they will silently charge me another $11.03 unless, from what I understand?, I physically go to the building I haven't walked into since October 2021. Which I would consider, if I had the means of getting there.Please stop stealing from me. I would like my $218.36 back. I'm scared and I don't know what to do.

    Business Response

    Date: 11/23/2022

    Thank you for contacting us.I would be more than happy to investigate this situation.  Would you mind providing me with the location you are referring to or your membership number? 

    As I cannot find the member in our system. Planet Fitness is a franchise and if the member isn't a member of one of our locations in our franchise, I will be unable to assist with the complaint. Please reach out to the club you originally signed up at. I have provided the cancellation policy below. If you cancel the club or certified letter, please provide a cancellation document for your home club. 

    Cancellation Policy: 

    You may cancel according to our policy: Per the agreement, to cancel a membership, one must either go to the club in person to fill out a cancellation form or send a letter (preferably via certified mail) to the club,requesting cancellation. Please note: Memberships cannot be canceled via fax,phone, or email


Planet Fitness is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.