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Business Profile

Fitness Center

Planet Fitness

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fitness Center.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 1 complaint 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:07/08/2024

    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 joined Planet Fitness sometime in the year 2021, My monthly fees were $10.00 per month, along with additional money paid at the time of application. I moved out of state in early August of the year 2022. At that time I was sick and had some serious health issues with both eyes. After a few months passed I called PF to cancel my membership. When the request was made to cancel the membership the person with whom I spoke said that it was impossible to cancel the membership with a simple phone call. Time passed and I did not get around to writing a letter. I got busy with my new job, and forgot to write a letter to cancel the membership. Last week, either July 2 or July 3 an inspection of my online bank statement revealed that PF took out $39.00 without my consent or permission, This is in addition to unauthorized withdrawals from my checking account of $10.00 monthly since I moved out of *************. Planet Fitness owes me a total of $210.00. My request is that this money all be returned to me immediately. PF needs to apologize for the unjust handling of my account and betraying my trust.

    Business Response

    Date: 07/16/2024

    Good morning, 

    Please see the attached signed agreement for this member. 

    On page 1, it shows when the annual fee is drafted and clearly states that it is fully earned and non refundable on page one. Also on page one, it states that cancellations must be done in person or by mail. 

     We can cancel the account to avoid further charges but we will not be refunding $210 at this time. 

     

    Thank you

    Customer Answer

    Date: 07/18/2024

     
    Complaint: 21953438

    I am rejecting this response because your unilateral and presumptive response indicates to me that you do not care about the welfare of your customers.  Be assured that when people inquire as to what my recommendation for

    an honest gym I will not be recommending Planet Fitness to any of my friends.  I stated clearly that I was ill for a time when I moved to *********  Your unfeeling response validates my belief that Planet Fitness does not have integrity.  

    As indicated previously I am cancelling my membership.  I forgive you, but I am VERY DISAPPOINTED IN YOUR BUSINESS PRACTICES.  

    Sincerely,

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

    Business Response

    Date: 07/24/2024

    Good morning, 

    We apologize that the initial response was not satisfactory. We are simply abiding by the stipulations listed in the membership agreement. The membership has been cancelled due to the members' frustrations and a courtesy refund of July's dues ( $10 ) has been refunded back to the original payment method on file. The refund will take 7-10 business days to process back to the account. There will be no charges moving forward. 

     

    Thank you. 

  • Initial Complaint

    Date:12/13/2023

    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.
    10/17 signed up for gym membership $49.66 10$ a month tee 10/25 took 20$11//22 took 10$12/13 took 59 annual fee Will not cancel my no commitment membership

    Business Response

    Date: 12/29/2023

    Good morning, 

    On 12/12/23, **** spoke to the Manager at her home club in ****************. She was upset that was charged a late fee on her annual fee. The manager explained that the late fee was charge due to incorrect billing information. **** was told to to update her account info and her late fee would be credited back to her account. This would also rectify her account issues so she wouldn't be charged a late fee in the future since her monthly dues would be paid on time...... **** also signed up for a membership that had a one year commitment. That commitment ends on 11/15/2024. In order to cancel the account, she would be responsible to pay the $58 fee associated with her agreement. If she cancels after 11/15/24, it would be free.... We are willing to waive the $20 in late fees that **** has on her account. As for a refund, this situation doesn't merit one. 

    Customer Answer

    Date: 12/29/2023

     
    Complaint:********

    I am rejecting this response because:
    At this point I will take a cancel to my account and no refund as a satisfactory conclusion to my complaint


    Sincerely,

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

    Business Response

    Date: 12/29/2023

    ****,

    Thats fine. I can waive the fee and cancel your account effective 1/2/24 when I am back at work. Thank you.

     

    Respectfully, 

    Ryan

     

    Customer Answer

    Date: 01/02/2024

     
    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:07/27/2022

    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.
    Good evening , I have been trying to cancel my planet fitness member ship since graduating college back in may. I first went online and found out that had a policy that caused me to go in person. So I called the ****** location and explained that I was no longer in the area and had no way of transportation to that area. They then told me i could go to any planet fitness and cancel my membership. So I went to a close location (20 minute train ride, 10 minute bus ride, 15 minute walk) and the store informed me they could not cancel because I needed to go to ******. I cant get to ****** and currently have a medical problem that makes it extremely hard for travel. Planet fitness enformed me that I could send a letter which I will now do but this is insane. I have a medical issue and they don't care . I have tried my hardest to cancel all types of diffrent ways, I have now been charged 10 dollars a month since the month of may.

    Business Response

    Date: 07/27/2022

    Good Morning ****,

               I have received your feedback regarding your ****** membership, as outlined in your membership agreement the two methods of cancellation are in person at a club within the franchise or you send a certified letter to your home location requesting the membership cancellation. As a courtesy we will cancel the membership and you should see no further activity from Planet Fitness. We apologize for any convenience.   

    Customer Answer

    Date: 07/27/2022

     
    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,

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

Planet Fitness is NOT a BBB Accredited Business.

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