Business Profile

Fitness Center

Planet Fitness (Headquarters)

Headquarters

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Important information

Customer Complaint:
BBB Serving New Hampshire handles complaints for the locations managed by this company's corporate office. Please check the listing of locations controlled by their headquarters before filing a complaint. If the location you wish to file a complaint against is not on their list, please file your complaint against that specific location using the search bar above.

Complaints

This profile includes complaints for Planet Fitness (Headquarters)'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

134 total complaints in the last 3 years.
57 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.

Initial Complaint
Date:04/21/2025
Type:Billing 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.
Im trying to get a hold of your location I joined in ********* still waiting on the manager to get back to me my membership fees were taken out so Im not sure how I still owe I was gonna pay on the app but now I cant and Im unable to drive due to a foot boot on my foot due to a fracture Im not happy at all and I need someone to contact me
Business Response
Date: 04/30/2025
Good evening,
Both regional and club level management have attempted to reach ***** via the telephone regarding her submission, but have been unsuccessful. Voicemails were left to reach back out at her earliest convenience and a follow up email as well. I will update once contact is made.
Customer Answer
Date: 05/01/2025

Complaint: 23225475

I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

I did receive messages but issue was resolved thank you
Sincerely,

***** ****
Initial Complaint
Date:04/17/2025
Type:Customer Service 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.
This business is breaking the "Click to Cancel" rule put in place by the *** in October 2024. In order to sign up for this business all you do is download the app select a plan and input your ************** cancel your subscription, you have to go to the front desk and fill out a cancelation form. I am not in ******** anymore, so I cannot go there to cancel it easily.
Business Response
Date: 04/24/2025
Thank you for bringing this matter to our attention.
We sincerely apologize if the option to cancel a membership online was not communicated to the member and strive to make our policies as transparent and accessible as possible. I attempted to contact the member directly by phone to address their concerns, but were unable to reach them, and their voicemail box was not set up. Although our records indicate that the membership in question has been cancelled, I want to ensure that all concerns have been fully resolved. As a follow-up, I will be sending an email to the member to confirm there are no additional active memberships and confirm all issues have been addressed to their satisfaction.
We value all of our members and appreciate the opportunity to make this right.
Initial Complaint
Date:04/17/2025
Type:Customer Service 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.
From: ***** ****** Address: *************************************************** Description of Issue:I am writing to formally file a complaint regarding what I believe to be unfair and unethical business practices at the Planet Fitness location in Waterville, ******Approximately two months ago, I attempted to cancel my membership over the phone after losing my job. I did not have transportation at the time and was unable to cancel in person. I also could not cancel online. I was informed that cancellations could not be processed over the phone, which placed me in an extremely difficult position.Despite my circumstances and efforts, Planet Fitness continued to charge my account. I eventually went to the Waterville location in person to cancel my membership before my card was charged again, but I was told I would still be ********** someone living with type 1 diabetes, these charges have impacted my ability to purchase necessary items like food and medication.I am requesting the following:A formal apology for the inconvenience and hardship this policy has caused.A refund for the last two months of charges, as I made a sincere and timely effort to cancel but was blocked by restrictive and inaccessible cancellation policies.Confirmation that my membership is now fully canceled with no further charges.Thank you for reviewing my situation and working toward a fair resolution.Sincerely,***** ******
Business Response
Date: 04/21/2025
A refund request has been summited for 2 months payments of $25.05. as a one time courtesy. Member could have mailed a letter to the club requesting cancelation as her agreement (attached but also outlined below) states in bold. Had the letter been received by the 10th of the month it would not have charged on the 17th as all the billing files get sent out on the 11th.
Refund should go in her account it came out of within 7-10 days.
"To cancel your monthly membership and stop the billing of the Monthly Membership Fee, the club must receive written notification from you delivered to the club by the 10th of the month either in person or preferably via mail to the club
address listed above. Please note it may take up to seven (7) business days for any membership or billing changes to take effect. In order to cancel your membership prior to the billing of the Annual Membership Fee, the club requires
written notice from you delivered as described above no later than the 25th of the month before such billing. The Annual Membership Fee is fully earned when received and is non-refundable"
Initial Complaint
Date:04/17/2025
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 signed up for a membership and paid for the first month, I was contacted the next day by an employee at the gym that advised I had a past due balance from a previous account in my name for the amount of 15 dollars which I agreed to pay. I was then called again by the same employee an hour later that said I had another account which belonged to my ex girlfriend that was registered to her that also had a 15 dollar past due balance. I explained that was not my account and was advised that I still had to pay it because I had made a payment on her account at some point and if I didnt pay it I would lose my membership. I asked to speak to the manager who confirmed that I had to pay the past due balance on both my own account and an account that didnt belong to me simply because I had made a payment on her account. I then contacted the planet fitness headquarters and filed a complaint with them and was told by the person that filed the complaint that I shouldnt have to pay a balance on someone else account and that made no sense. Upon arriving at the gym I explained that I had filed a complaint to the manager and he advised he had contacted his regional manager who also said I would be required to pay the past due on my ex girlfriends account to be a member. I never signed any type of agreement on her account that said I would be responsible for making payments on her account if she stopped paying on it, this business practice makes zero sense and I feel like I was taken advantage of on top of the fact that I feel like it is illegal for them to require me to pay a past due balance on someone elses account that I am not attached to in any way. Just because I made a payment on her account does not make me liable if she stops making payments.
Customer Answer
Date: 04/17/2025
The address for the planet fitness is ********************************************************************
Business Response
Date: 04/23/2025
****** and I spoke about this situation. He paid the amount that showed up in the past due section of the account for his previous membership and the other membership he was paying for previously. We have come to the conclusion that he will keep the new active membership for now. I have left a note in the *** account explaining the club account balance will remain since it was not visible until after we checked that account in days after he came in a paid the past due amount.
Initial Complaint
Date:03/24/2025
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 don't go to Planet fitness ********************* location but they billed me $25. I did not sign up with them . I've never been there. I don't even have a vehicle and the place is too far to walk even if I wanted to go to that gym. I called them 3 times and emailed them and they kept telling me I'd have to come in to get this corrected. I'm disabled and there's no way i would waste my time to get there somehow when they obviously didn't need me in person to charge me in the first place. It's possible their location was already populated in their website but I've already signed up to the correct gym which is closer and I use a different payment method for my current gym. All l know is that THIS charge is not correct. Meanwhile this has caused me to not be able to pay my legitimate obligations and also caused late fees with my utility company.
Business Response
Date: 04/03/2025
Unable to reach member, but an email has been sent to the member and currently awaiting response. Upon contact, additional detail will be provided.
Business Response
Date: 04/07/2025
We have attempted to contact this member via phone call and email, with no response. Also, this member claims to have never been to the location but has a photo on file and all of his information matches the information he provided in this complaint. We will provide a courtesy cancel to avoid any further charges.
Initial Complaint
Date:03/18/2025
Type:Billing 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 am requesting that this business stops billing me $10 monthly. A few years ago, I took my nephew ******* ********** in to sign up for a gym membership with this business. I gave them my debit and was paying $10 a month. He has not used this gym since 2023. Today , I called this business to again request that I stop being billed. I had done the same thing approximately six months ago. I was told that they could not stop billing me unless my nephew called or cancel his membership. He is not in the area. He is attending college. I was just being a nice aunt as this young man did nothave parents that were involved in his life however, I am having my own difficulties now and Im requesting that my billing technique be removed and that I get reimbursed as they are aware that I no longer was willing to pay for this membership.Thank you!
Customer Answer
Date: 04/03/2025
**********************************
planet Fitness
Business Response
Date: 04/08/2025
I was able to speak to the customer on 4/8 over the phone to fully address this concern and come to a resolution with the matter. The customer expressed that she was satisfied with the resolution and appreciative of the support provided.
Thank you for bringing this matter to our attention. If there's anything further that I can assist with, please do not hesitate to reach back out.
Customer Answer
Date: 04/15/2025

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,

***** ******-hose
Initial Complaint
Date:02/24/2025
Type:Facilities 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 doing curls with occlusion bands on, my arms were deprived of oxygen, it was bent 90 degrees at the waist arms fully extended and let go of the curlbar 4 inches from the ground because I could not hold it any longer. An employee approached me who was separated by a 5 foot wall, and accused me of "dropping the weight." I called to inform a manager of this unnecessary harassment, and Asia terminated my membership and conspired with my home club as well. There was no violation of policy. Asia would not listen to me, that exasperated and frustrated and did all of this as punishment. We can start all over and I can go back to being a good patron like I was before this escalated due to an egregious lack of professionalism.
Customer Answer
Date: 02/24/2025
**********************************************
Business Response
Date: 03/03/2025
Good morning,
Unfortunately, the situation with Mr. ******* escalated when he revisited one of the club locations. This ended with him having to be escorted out by police, so we will be unable to further communicate with this prior member.
If there are any questions, please email me at *********************************** Thank you!
Customer Answer
Date: 03/03/2025
Asia decided I had violated policy prior to even viewing whatever tape she claimed to view. She will exaggerate and say I was verbally abusive. I did become angry when SHE CALLED THE POLICE FOR TRESPASSING after Id completed half of a workout. No one had bothered to call me about Asias outlandish actions. I went to the counter to pay for a drink when she decided to inform me of her chosen punishment. Her behavior was egregious and spiteful, simply refusing to let me take 20 minutes to finish a workout. Then she called the police and seemed to lie about the entire situation. I had paid for the drink and the month. I would not comply with her power play, and she lashed out yet again, including threatening to press charges for stealing the drink I had paid for. Asia also called my home club in ********, ** to conspire to have my membership terminated there, which obviously stole my worldwide membership. All Id like is my membership back, and continue to be a respectful patron who minds their own business and is VERY respectful of other patrons and Planet Fitnesss facilities. This is all in return for an employee who approached me and accused me of something I didnt do, and a manager who made an anger-based decision to enact revenge.
Customer Answer
Date: 03/03/2025
Lastly, the manager at the Planet Fitness in Americus refused to speak with me about he and Asias decision to punish me for complaining about a false accusation, an accusation to a patron who is considerably more mindful of their establishments than most. I would like to clarify that I would like my FULL BLACK CARD MEMBERSHIP reinstated, as I travel all over the east coast for work, NOT just access to the ****** and ******** facilities.
Customer Answer
Date: 03/03/2025
************************************************************************. **************
**********************************************. **************
Initial Complaint
Date:02/06/2025
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.
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 Answer
Date: 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
Date: 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 Answer
Date: 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 Answer
Date: 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 Answer
Date: 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 Answer
Date: 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 Answer
Date: 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
Date:01/24/2025
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.
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
Date: 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
Date: 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
Date:01/15/2025
Type:Billing 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.
Spmeone has stolen my bank information for a membership and they won't do anything about it because none of my information is on file. Any phone number you call wont speak to you unless you have an agreement number (which I don't have because I dont have an account)

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Planet Fitness (Headquarters) is NOT a BBB Accredited Business.