Complaints

• Initial Complaint

  02/06/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My long standing membership at Planet Fitness was wrongfully canceled by the manager, after I had brought a safety concern to her.She the manager has also said in an email that she would refund my Annual Fee: She has not refunded the Annual fee from my bank account.

  Customer response

  02/06/2025

  Planet Fitness has sent me a no Trespassing demand, after I had complained to headquarters office of Planet Fitness. I have decided to join a better gym; however, they still have not refunded my Annual Fee of $39.00. ***** ****** the manager of Planet Fitness told me in an email sent on 2/1/2025, that she would refund the fee of $39.00. The fee has not yet been refunded. Planet Fitness is not to take any info out of my account. i spent over $4k to that company. I don't want them to have anymore of my hard earned money. Thank you 

  Business response

  02/06/2025

  The annual refund from 2/1/2025 has been refunded to ***** ***** for a refund of $39. The refund does take 5-10 business days to process. 

  Customer response

  02/06/2025

  Planet Fitness legal team emailed me the demand letter 4 times  on Tuesday Feb. 4, 2025, after I had sent BBB the complaint about them. At this point I have absolutely no desire to go to any Planet Fitness gyms. 

  They do need to refund my annual Fee that was taken out of my ********** account on Feb.3, 2025. My membership was cancelled on Feb 1, 2025. ***** ****** the manager said in an email that she would refund it. 

  Customer response

  02/06/2025

  Once I receive the $39.00 refund from Planet Fitness, I will then accept the outcome. 

  The company does not have to send me anymore trespassing notices. I have not been back to Planet Fitness or anywhere near their business, since I left on my last day there, Sat Feb.1, 2025 at around 12pm. I have joined a better gym, and am satisfied that I will feel safer at my new gym. There is no desire on my part to contact this company any further. They should not contact me as well. 

  I look forward to receiving my refund of $39.00 from Planet Fitness. 

  Customer response

  02/06/2025

   
  Complaint: 22894340
  
  I do not accept the business's response as a resolution to my complaint because: I will need to see the $39.00 refund in my bank account, before I will be satisfied. Thanks
  
  Sincerely,
  
  ******* *****

  Customer response

  02/12/2025

  Hi,

  I have finally received the refund due to me, from Planet Fitness. 

  Also, I am happy with my new gym.

  Thank you BBB for your help in this matter!

  Best,

  ***** *****

   

  Customer response

  02/12/2025

   
  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

  01/24/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Planet Fitness is running a promotional campaign to join for $1 enrollment fee for 1st month. I stopped by the gym to sign up but was told that I had to download the app in order to sign up due to credit card and accounting information that has to be put in. I signed up on 01/16 and the app at checkout stated my next billing cycle would be on 02/17 and after that each month would be due on the 17th of each month. The promo was set to end on 01/18 but since has been extended to 01/31. Well a few days went by and I got an email from my bank stating that my account was overdrawn. So when I called to inquire it was said that planet fitness tried to pull out funds and since it was not available there was a return fee on my account. This was strange since my 1st bill was due on 02/17 when I called the billing department for Planet fitness they stated that my bill was due on 01/17. I explained what the app stayed at the time of checkout. They told me to speak to the gym. I stopped by the gym and spoke to an assistant manager by the name of ******* who works for the ******** ** location in **********, he was filling in since this location did not have a manager currently and he states that he would speak with ****** the regional manager to get a refund issued for me once it posted to my account. He called me on 01/23/25 at 4:23PM (I was at work a walked off the floor to take call) and stated he spoke with ****** and their billing department and confirmed I would receive my refund once it process to my account within 5-7 business days. They could not issue the returned check fee charge to my bank but with issue the late fee and the monthly charge since it was upload to be processed on 02/17. However ****** called and stated that they will not refund because I purchased before their billing cycle so my contract says 01/17 for first payment. However at checkout it stated 02/17. This is false advertisement and I want this company to refund the ***** since we have this issue

  Business response

  01/29/2025

  The member joined ** on 1/16/25 with his first bill date scheduled for 1/17/25, per contract. ** called member and reviewed the dates with him, he did process a cancellation on 1/24/25 and so we did offer a refund of $40.40 (1/17 payment of $25.40 and $15 late fee) since he never came into the club or used the membership prior to cancellation. Called member on 1/29/25 and informed member of refund that will process in 5-10 business days.

  Business response

  01/29/2025

  ** called member and reviewed payments and draft dates. Member joined on 1/16/25, per contract next draft was scheduled for 1/17/25. Member did cancel account on 1/24/25 and due to no usage of membership ** did offer a refund of monthly payment ($25.40) and late fee ($15) for a total refund of $40.40. This will be processed in 5-10 business days, member was notified of resolution. 

• Initial Complaint

  12/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I cancelled my membership on November 1, 2024 with ***** *******, the gym manager. My Membership Cancellation form is attached to this complaint. Planet fitness continues to attempt to charge my checking account and credit cards for all sorts of miscellaneous charges. I've had to report Planet Fitness for fraud on my checking account, cancel my credit card and they still are charging me for all sorts of things. It's wasted a tremendous amount of time. On October 17, PF charged my checking account $26.80 On November 1, PF charged my checking account $52.43 On November 7, PF charged my credit card $67.43 On December 26, PF charged my credit card $67.43 On September 30, PF charged my credit card $1.00 On September 30, PF charged my credit card $1.07 In short, Planet Fitness is randomly charging my checking and credit cards, with no rhyme or reason. This is highly fraudulent and their part. I would advise members of the public to never sign up with Planet Fitness gyms, or provide them with any financial information. Please stop charging my credit card, and refund the $67.43 since I cancelled my membership on November 1, 2024. Thank you.

  Business response

  01/02/2025

  I have reached out to ****** via email to go over the invoices and billing cycle with her. She had a draft for the annual fee payment that was pending on November 1t, the same day that she came in to cancel her membership. Since this payment was processing during that time, it was supposed to come out. The annual fee can only be avoided by cancelling on the 25th of the month prior, which would require the cancellation to the processed by October 25th. ****** did a chargeback for this payment so there is nothing to refund and it reflects on her membership account that she has a balance for this payment. The membership is fully cancelled and no further charges will be deducted from her account. 

  Customer response

  01/04/2025

   
  Complaint: 22735467
  
  I do not accept the business's response as a resolution to my complaint because: this corporation outright lies. Planet Fitness charged me an annual membership fee within 30 days of signing up, when their website stated this membership fee would not be charged until the next year, or 2025 in this case. The Bear Cave ************** it) is right about Planet Fitness they are an illegal billing operation with gyms on the side. Any member of the public reading this, beware signing up for a membership with Planet Fitness, because they will lie about their membership costs and charge you the annual fee within 30 days of signing up, and then send a collection agency after you when you try to cancel your membership. They make it extremely difficult to cancel their membership, charge spurious fees, and nickel and dime you to death. You'd be much better off signing up with a more expensive gym who at least is up front about their costs, or creating your own home gym so you don't have to deal with the headaches of Planet Fitness who demands your banking and checking information as a requirement to signing up with them. Planet Fitness forces you to sign up solely online, via their iPad, which is difficult to maneuver and does not give you the opportunity to review all the costs they will then charge you. Buyer Beware!
  
  Sincerely,
  
  ****** *****

  Business response

  01/07/2025

  A copy of the members agreement along with invoices were sent to them via email to inform them on the annual fee that is charged to all members. I have also gone over that they did a chargeback through their bank, causing us to no be able to submit a refund on our behalf. The member has yet to respond to my email response that was submitted to her on 1/2/2025. 

  Customer response

  01/08/2025

   
  Complaint: 22735467
  
  I do not accept the business's response as a resolution to my complaint because: Again, Planet Fitness is being dishonest, or has not fully checked their records. Planet Fitness, through their billing company charged me $67.43 on December 26, 2024 as what they term an "annual fee." This is after I signed up on September 30, 2024, and cancelled on November 1, 2024. Essentially, a one month membership (October) where I attended a handful of times over the course of a month. For this, Planet Fitness charged me the $1 initiation fee twice, a one month Black Card membership of $26.80 on October 17, 2024. So a total of: $96.30 for a one month membership at Planet Fitness. When I signed up, their website stated that the annual fee would not be charged until next year, which I took to mean 2025. Therefore, I am requesting that Planet Fitness refund $67.43, what they term an annual fee. Check your records, this has been charged to my credit card and at this point is not being contested by my bank. I will accept nothing less than a refund of the annual fee from Planet Fitness to settle this complaint. And, I did respond to their emails, I have posted my response below. They are once again playing games. Their last email stated that there was a chargeback, and that was final and I should check with my bank.  This is not true. The funds have been taken from my account. Please check with your billing company. 
  

  Pasted email trail: 

  Good morning, ******! 
  
  
  With that charge being a chargeback, it was reversed from your banks end, and we no longer received the payment. Due to this, there is no payment that I can refund to you. I would check with your bank to ensure that it was refunded correctly. 
  
  
  Thank you, 
  
  
  
  **** ********
  MANAGER, REGIONAL OPERATIONS
  Planet Fitness Corporate Clubs Support Center
  Home of the Judgement Free Zone
  *************************************************
  Phone: ************

   

  From: I Phone <*******************************************>
  Sent: Friday, January 3, 2025 9:17:27 AM
  To: **** ******** <************************************************************************************>
  Subject: Re: Planet Fitness Membership | Jupiter (**********), **
  
  Security Advisory - This has been identified as EXTERNAL email. Please use caution when opening links or attachments.
  
  Dear ****,
  
  
  As a gesture of goodwill on the part of Planet Fitness, please consider refunding the $67.43 annual fee charge since I attended the gym a handful of times over the span of a one month membership. 
  
  
  Thank you,
  ******
  
  On Jan 2, 2025, at 7:31 PM, **** ******** <************************************************************************************> wrote:
  
  
  ?Hello, ******!
  
  
  I received your Better Business Bureau complaint regarding your membership. I took a look into your membership and noticed that your cancellation date took place on the same day that your membership's annual fee was posted to the account. The only way to avoid this fee from going through is to cancel by the 25th of the month prior, which would've been October 25th. This payment was a chargeback from your bank and reversed so there is no payment I am able to refund on my end. However, the membership is fully cancelled, and no other charges will be seen on your account. If you see anything else come through, please let me know so I can contact our billing company and do a reverse payment search to ensure you are not financially responsible for any other memberships. I have attached your membership agreement, invoices and cancellation form to look over. Please let me know if you have any further questions on anything at all!
  
  
  Thank you, 
  
  
  **** ********
  MANAGER, REGIONAL OPERATIONS
  
  <Outlook-A picture .png>
  
  Planet Fitness Corporate Clubs Support Center
  Home of the Judgement Free Zone
  *************************************************
  Phone: ************
  Sincerely,
  
  ****** *****

  Customer response

  01/22/2025

  I have not heard from Planet Fitness in a satisfactory manner. This complaint is not resolved, and I am not satisfied with Planet Fitness' response. I signed up with ** on September 30, and cancelled on November 1, 2024. On November 1, 2024 ** charged me a cancellation/annual fee of $52. When I contested this fee, they charged me another $15. On December 26, 2024 ** charged my credit card $67.43. This is the amount ($67.43) that I have requested PF to refund to my credit card. **'s representative, **** ********, responded via email direct to me that they did not charge this amount to my credit card. This is not true, and ** needs to check with their numerous billing companies. Either PF is outright lying, or didn't check their records accurately. My bank does not have a refund on this amount. For a one month Black Card membership, ** has charged me close to $100. At this rate, folks are better off signing up with a gym that is upfront about their membership costs or just building your own home gym and avoiding these types of headaches. This is a national problem with PF chains, just ****** the Bear Cave report associated with PF's stock symbol, which refers to Planet Fitness as an illegal billing operation with gyms on the side. I have found this to be true, and as a local ****** guide will be leaving them a very poor online review to warn others not to sign up with PF. I've already convinced 2 friends to not sign up with them, and to look elsewhere for good gyms. In the long run, **'s poor client relations will cost them much more than $67.43. Again, I request that PF refund the $67.43 to resolve this complaint. 

• Initial Complaint

  12/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My son and I both had memberships at Planet Fitness located in ************, **. We were told upon getting the membership that there were no contracts and we could cancel at any time, however, it is not possible to cancel our membership on their app and we made numerous calls to Planet Fitness requesting to cancel. They continued to charge us. When we were able to go in, my son was told that his membership would not be canceled until he satisfied his balance in which he was told was $100 despite the fact that Planet Fitness had already taken $90 from his account in one week. My son also informed Planet Fitness that he made numerous requests already to cancel and had not used the gym in months. I requested to see the written policy stating that our membership could not be canceled and I was told by the gym manager that its in our contract that is on the app. I explained that we were told that there was no contract and we could cancel at anytime and I was told that it our responsibility to read the fine print. I believe that Planet Fitness misrepresented themselves. They are not upfront about their policy to cancel, they routine charge people who do not use their facilities and they make it difficult to cancel and in sime cases refuse to cancel memberships. I was referred to the corporate office, however, I only received recording that said to contact the gym and did not give an option to leave a message.

  Business response

  12/19/2024

  I reached out to ******** today and was unable to reach her. When I was sent to voicemail, the voice mailbox was full and was not accepting new messages. I sent her an email immediately after to coordinate a time that her and I can connect and discuss her concern and situation. I will update the thread further once we are able to connect and discuss.

• Initial Complaint

  11/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  During the 2020 lockdown, I received a phone call regarding memberships as well as a update due to covid. Because we were unable to go in person they were doing cancellations, I proceed to confirm cancellation for the membership. I was never called again, recently I noticed in my account a number of NSF from planet fitness. I called Friday November ******* and spoke to a lady who said she will cancel and she will have a manager call me back regarding the refund. As of today ********* ******* I noticed yet another NSF fee, I called the store directly again to speak to a manager. I broke everything down for her on what has happened. She called me a lair about someone calling to do any kind of follow up during the lockdown and they don't do cancellations on the phone even during lockdown you had to go in, called me a lair about calling in the Friday and speaking to someone who said they cancelled and now she said she cancelled over the phone today the 26th of November. She says all above is a lie and there is no refund on top of calling me a liar and relatively over speaking to me then to cancel over the phone which contradicts everything she stated before. So *** with monthly payments that shouldn't have been taken to all the **** I have to pay for as that account I use is for bills. There is nothing being done on their part. I would really like this taken care of and a full refund sent back to me. I do not have my call logs from 2020 but have the logs from the 22 and the 26th. I only received the one email from them today when they apparently can cancel over the phone.

  Business response

  12/05/2024

  In compliance with the Ontario Covid-19 restrictions and guidelines, Planet Fitness was closed and not operating. At no point did *********** or location make individual calls to members offering to cancel memberships. In terms of cancellation, if an agreement is cancelled, in accordance to the policies signed to on the agreement, the member would have received a confirmation via email. As a courtesy, a 3 month refund will be processed. No further action will be taken.

• Initial Complaint

  11/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had automatic payment for my membership in July I changed my credit while I was out of town working. I called the location to change the credit card and they would not take my info over the phone said I would need to come in which I explained that was impossible since working out of town. I called corporate and they told me the same thing. I also tried since August to cancel my membership and they again said I needed to come in. When I came back to town approximately a month ago they said I couldn't cancel till I paid my previous balance including late fees. I spoke with the assistant manager there because the manager never seems to be available and she said she could not cancel without the fee being paid. I think that is an unfair practice to charge fees and allow opportunities to cancelll and keep changing me

  Business response

  12/03/2024

  Per the original membership agreement, the member signed up for a membership which costs $10.00 per month.If the club is unable to collect those funds for any reason, a $15 return fee is posted to the membership balance, per the membership agreement. When the club was unable to collect this members monthly payment, the return fee was posted, bringing the members total balance to $120.

  Additionally, per the original membership agreement, in order to cancel a membership at the members home club location,the club requires written notification to be delivered either in person or via mail. According to our records, written notification was not delivered, so the membership dues continued to be charged as regularly scheduled.

  Due to privacy reasons, we do not accept account payment information over the phone, for the safety of the member. 

  As a one time courtesy, we will cancel this membership as per the member's written request, however the balance does still remain on file. 

• Initial Complaint

  11/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was overdrafted a $10 charge for my subscription fee to Planet Fitness. I tried cancelling online and over the phone, to be informed they do not allow cancelation of membership over phone or online, I have no means to cancel their memberships. I have no way of paying the charge at the moment.

  Customer response

  11/19/2024

  ********************** is the address of the Planet Fitness.

  Business response

  12/06/2024

  Hello,

  We have attempted numerous times by phone to reach the member to assist with his account but has not been able to reach him. I want to help him by explaining the billing process and to help with cancelling or freezing his account.  We will continue to reach out until we are able to get a response.

   

  Thank you!

  Customer response

  12/06/2024

   
  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

  11/15/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 7/12 I went into the Planet Fitness on Greensprings ** in ****, ** to cancel my black card back down to regular. I noticed that a day later my new contract says I would be paying a higher price than what was advertised for my membership. I questioned the employee at the desk and they had no idea why and said they would leave a note for the manager to get in touch with me. I was told the manager works 9-5 M-F. I did not hear anything back that day nor the next day so I went in at 3pm on 7/14 and the manager was not there. I went in again on 7/15 and still no manager present and was told they will leave another message for them to contact me. On 7/16 still no contact back and they would leave a message. On 7/17 there was still no response and I went in and no manager present. At this time I requested the account to be cancelled. They told me a manager would take care of it. On 7/22 I noticed charges on my checking account for ********************** and went into Planet Fitness. I was told the manager was still not there and only the manager can cancel the account and they would leave a message for them to get into touch with me. Still no contact by 7/24 so I disputed the charge with my bank who sided with me on the dispute on 7/26. Still no contact from the gym and on 8/21 I noticed they charged my backup payment file for past due payments and a late fee. I called into the gym and they told me they had no idea what the charges for and they would again leave a message for the manager to get in touch with me. Still no contact by 8/23 and I called my credit card company to dispute the charges. On that same day I talked to the ***** payment line for Planet Fitness and explained the situation as they wanted to be paid. I was told by them only the physical location can cancel the account and I will have to keep checking in with the manager and there was nothing the ***** number could do and the gym would continue to expect monthly payments until canceled. No further contact.

  Business response

  11/20/2024

  Consumer was reached out to via email and phone. Cancelation was granted and balance was waived on the membership. Cancelation document and receipt of waived balance is attached and was also sent to the consumer via email.

• Initial Complaint

  11/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Hello,A new Planet Fitness location recently opened in my area, and I signed up for their $1 trial on 10/9/24. They mentioned that I could cancel if I wasnt satisfied. After trying the gym once, I decided it wasnt for me and canceled my membership on 10/14/24. I received a cancellation confirmation email, which Ive attached for your reference. Additionally, I visited the gym in person to confirm the cancellation.However, on 10/22/24, I was surprised to receive a $40.05 charge. I called customer service, and they told me it was a mistake and that I would be reimbursed. Despite this, no reimbursement has been processed. I called again, and the same response was given.This charge has caused problems with my credit card, as I was unaware of it and did not pay it on time. I kindly request a refund of the full amount, plus compensation for the inconvenience this has caused.Thank you for addressing this matter promptly.Sincerely,Simge

  Customer response

  11/23/2024

  Please cancel this.

  Customer response

  12/09/2024

  The issue is solved.Thanks

• Initial Complaint

  11/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I originally signed up for month to month membership with the aforementioned gym facility. After I could no longer frequent the gym due to life circumstances, I instructed my bank to issue a stop payment. The gym then charged one final membership payment along with a $15 "late fee." When I called the branch to seek an explanation, management stated that because I did not follow the proper procedure to cancel my membership, I was also assessed a late charge. They said it was all listed in the contract. I have searched the contract thoroughly and there is no mention of late fees anywhere to be found. It does seem there is a fee assessed for members with contracts who wish to opt-out, but not for month-to-month clients. I believe this is an unfair commercial practice intended to extract one final payment from its customers. I can produce entire contract upon notice.

  Business response

  11/05/2024

  Good evening,

  I have looked at the membership agreement that was attached to this complaint and have copied the section of the membership that states our cancelation policy and late fees assessed for overdue payments and have attached them to this message. Notifying their bank to stop payment is not the proper way to cancel the membership. 

  Looking over the account, I have attached payment history showing the stop payment due to account closed and chargeback issued from his bank. There will be no refund since October's dues have not been received. Membership has been canceled as of 10/29/2024.

  Thank you

  ********

  Customer response

  11/13/2024

   
  Complaint: 22488585
  
  I do not accept the business's response as a resolution to my complaint because: If you look at the second bullet point on the contract it clearly states that it is a month to month contract from the onset. It is preposterous to charge late fees to members operating without any commitment for prolonged use. 

   

  Sincerely,
  
  ***** ****

  Business response

  11/14/2024

  I have attached the section the member is referring too. It is a month to month however; it states in the membership, "If you have a minimum monthly term, your account below will be billed for a minimum of 0 months, and will continue on a month-to-month basis at the monthly rate above until you cancel in accordance with the terms of this agreement." This member didn't cancel before the 10th of the month, like stated in his contract, he canceled on 10/29/2024. I already attached proof that this member didn't pay any late fees, nor did he pay any late fees since joining Planet Fitness. The amount of $41.37 is still on his account due to stop payment that the member admitted and the account shows that we have a chargeback attached to his membership for his October payment that should've came out on 10/17/2024, but by instructing his bank to stop payment, we never received this payment, therefore, we are unable to issue a refund for payment we never received. You can look back at all the attachments that were uploaded to verify my statements and that the member didn't pay a $15.00 late fee or his October Membership Dues.

   

  Thank you

   

  
  
  

  
  

*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. ↩