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

  • 1 complaint in the last 3 years.
  • 0 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:02/07/2024

    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.
    On Friday February 1, 2024, I had $49 deducted from my checking account by Planet Fitness without my consent. I contacted the Shrewsbury branch where I am a member and asked why I had been charged that much when I am normally charged $10 a month. I was told that since I had changed plans the previous month that the $49 charge was an accident. I was informed that I would have to wait until Monday the 5th to speak with Gabe, the manager, who would be able to process the refund. I called on Monday the 5th and was informed that Gabe was out sick with strep throat. I called again on Tuesday the 6th and spoke with Gabe. He informed me that he had received a message on Friday and that he had started the process and that he just needed to speak with his boss to approve it. I mentioned that it had already been almost a week since the money had been taken out and that I had incurred an overdraft fee as a result. By the end of Tuesday the 6th, I had not heard back from anyone.

    Business Response

    Date: 02/23/2024

    Hello,

    Thank you for bringing this matter to our attention. After review, the payment reversal was process on 2/8/2024 for $49. We hope this considers this matter resolved! Apologies on any delay and inconvenience this may have caused. We will continue to work with our teams in club to ensure **************** and all PF members have a +1% member experience. 

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.