Business Profile

Fitness Center

Planet Fitness

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Complaints

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

Customer Complaints Summary

12 total complaints in the last 3 years.
7 complaints closed in the last 12 months.

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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:01/16/2025
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.
I was conned into joining Planet Fitness on the pretense that it was a ‘INTIMIDATION FREE’ environment, with no bullying. That’s not the case: Since June 2024, I’ve attended this gym in Farmington. I moved from NV & there I attended Planet Fitness gyms as well. At this particular gym in NM, I’ve experienced a bullying manager, ******. The harassment started in July 2024. I’ve reported her on more than one occasion. She harasses me after I’m done working out, while showering in the locker room. She stalks me in the shower while I’m *****. She slams chairs, bangs against the walls in the shower stall next to me, being very aggressive, throwing cleaning bottles, all while I’m showering. Now, I’ve gone different times of the day to avoid this situation. ****** purposely does this while I’m in the locker room, showering. The harassing occurred on 5 separate occasions. ****** has been confronted & denies allegations. I’ve footage of her stating the regional operations manager has known of this. Her regional operations manager, ****** ****** (Ignite Fitness Holdings), hasn’t reached out to me nor taken any action. At this point it’s very frightening & uncomfortable to be there. I’m unable to use the gym because of this manager. I’ve been paying for a gym that I can not use, I’d like a refund since this regional operations manager isn’t taking any action. ****** still works there and nobody has reached out to me. I’ve video footage of ****** admitting to the harassment. I’m not a big individual, 5ft 100lbs, I don’t instigate conflicts. Why does this manager get to bully me at this “NO INTIMIDATION” gym? I’d like a refund for the months that I wasn’t able to use the gym at my normal routine, July 2024 to present day. I’m still paying as of January 16th, 2025.
Business Response
Date: 03/11/2025
To Whom it May Concern,
*** ****** ****** made an initial complaint though or member services portal on 12/12/2024 that she suspected concerns from our General Manager always being in the locker room cleaning aggressively at the same time *** ****** would be using the facilities. Below is a timeline of communication attempts we have made and findings of the account.
- After receiving the survey, our GM reached out to apologize for the experience and make amends with the member as this was not the GMs intent. *** ****** would not answer or call back to speak with the GM.
- On 12/20/2024 another member survey was submitted with the same concerns.
- On 12/23/2024 *** ****** sent in a male friend to confront the GM about the allegation while video recording her. This male was not identified as a member, did not check in or state his intention with the staff and began to harass the GM.
- On 12/23/2024 I, ****** ******, Regional Manager called *** ****** 3 times with no answer. I never received a call back from *** ******.
- On 2.25.2025 *** ****** cancelled her account in Las Vegas, NV.
Before reaching out to *** ******, account information was reviewed and we discovered that *** ****** ****** does not have an active membership with the Planet Fitness in Farmington, NM. As stated in the complaint, she is a member of a location in Las Vegas, NV. Because the Farmington, NM is not her home club location, we are not able to refund and dues back to the member as we don’t have authorization to refund from other franchisees or access the account created in Las Vegas NV.
*** ****** ****** was reached out to on multiple attempts to resolve her concerns and rectify the situation without any returned communication to the Club Manager and Regional Manager. Furthermore, *** ****** is asking for a refund of dues that was not collected by the Planet Fitness in Farmington New Mexico and *** ****** proceeded to
use her own source of bullying and retaliation by sending in a male friend to confront the store manager unannounced and unauthorized. *** ******** request for a refund is denied. Additionally, *** ****** has a prior account in Farmington, NM in a delinquent standing as of 7/11/2023 that has a balance of $55.74 on Agreement *************
If *** ****** would still like contact from club management, we would be happy to comply and speak with her.
Thank you,
****** *****
Regional Manager
Customer Answer
Date: 03/13/2025
Good afternoon,

Since I made the initial complaint in December, I have not been notified by ****** ****** nor ****** from Planet Fitness. Nor did I send anyone over to harass the general manager, although it’s funny that You finally contacted the BBB after months later and accuse me of harassment. You, ****** ******, literally waited 12 weeks to respond to a harassment complaint on documentation. That says so much about the establishment you run, or you could just read the comments. The person who went into speak with ******, your general manager, wasn’t sent by me. I’m not as low as your employees to harass complete strangers. That man heard my story from my room mate and went in on his own volition. If anything, you provoked him by not reaching out to apologize to me ******. I still haven’t heard from you nor ******. No apologies was made so answer this, why are you lying??

December 23, 2024, I do not have any missed calls from ****** ****** at Ignite fitness, nor do I have missed called from the Planet Fitness in Farmington, NM. So, why are you lying? You have my number *************. I’ll be expecting a call from you today if you can stand by your word.

Why is it so hard for you to apologize for your lack of leadership in not only this company but the entire situation. ****** you’ve prolonged it and I have proof that you did not call me. Why are you lying? How can you stand behind this type of general manager? You should’ve replaced her as soon as you got wind of this. You didn’t, nor did you call as soon as possible to apologize. What kind of business are you running?! I mean, Why didn’t I receive a call from you ****** *****r the day I made this complaint about YOUR GENERAL MANAGER harassing me? Why was I not an important matter to you?

I can go into planet fitness today if that helps. Will I be able to speak with you Brandi or Ashley, in person? Since you’ve claimed that you have tried to contact me over and over again. You can also email me if you’re actually serious about reaching out to me *********************** ***** *********

Thank You,
****** *
Business Response
Date: 03/14/2025
I have spoke to ****** and she said she tried to call you twice on 3/12 with no answer, and she did leave messages on both occasions. ******, the GM, also tried reaching out and left a voicemail with no answer on 3/12. ****** also sent you an email on 3/13 and is waiting for a response or call back.
Initial Complaint
Date:11/28/2024
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.
Went to pay my monthly bills and got a 14.29 charge on my card on a day I was not there at the gym I went in on Wednesday and the staff just walked away and said I need to clean so I worked out and left and tried to call the next day than I got a hold of Jason he was not trying to help at all he said was he doesn't see a charge and call back because the manager is not here I asked if he knew when he would come in or if he had a number he said no I don't give out numbers or let customers know when the manager comes in just come back later or call back later he provided no help but was instead rude and wouldn't offer any help with the unauthorized charge in my card.
Business Response
Date: 12/16/2024
I just spoke to the club, and they said you were in to pay the late fees due to the payment not going through and this is all set. Thanks!
Customer Answer
Date: 12/18/2024
Complaint: ********

I am rejecting this response because:
I was told by the manager it was not late fees due to it being within the time before late fees occur and he couldn't answer me and threatened to call the cops plus it was a charge from a abq branch I don't go to I go to the Rio Rancho location I don't live in Albuquerque .
Please work with me on this and don't dismiss it like the manager did thank you.

Regards,

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

[To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]
Business Response
Date: 01/07/2025
November was $15 late-was taken off. The December 17th payment declined another $15 is added. His phone has no voice mail. I have called multiple times.
Customer Answer
Date: 01/08/2025
Complaint: ********

I am rejecting this response because:
I paid before that's a old card and was paying with my current one and had to go to the manager to add it on file as well I was charged another $15 dollar charge 2 weeks later after I paid my monthly dues and $15 dollar late fees my friend that used to go to your gym was being charged as well but his charges were reversed and I did not feel helped by the manager .

Regards,

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

[To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]
Initial Complaint
Date:11/10/2024
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 joined Planet Fitness in approximately 2020 when Covid was going on. I only actually went for a few months but have continued to keep my membership. The monthly charge was approximately $10. I received a bill recently for $42.02. Not only do I expect to be refunded this amount but want my membership canceled immediately.
Business Response
Date: 11/13/2024
Can you tell me what your home location is (the location you signed up with) so I can locate your membership?
Initial Complaint
Date:10/18/2024
Type:Billing Issues
Status:
UnresolvedMore 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 have not used any of Planet Fitness services in nearly 1 year. I have contacted them multiple times to say I want to cancel any membership, I am not using it. But they are still charging my bank account, they purposefully make it extremely difficult to cancel a membership once you have one. I AM NOT USING YOUR HORRIBLE SERVICES< STOP CHARGING ME! I NEED A REFUND AND A CONFIRMATION THAT YOU WILL ACTUALLY CANCEL THIS!!
Business Response
Date: 11/06/2024
Your membership was cancelled on 10/30. Please see the attached document
Customer Answer
Date: 11/08/2024
Complaint: ********

I am rejecting this response because:
Response does not indicate if they are refunding what I was charged in October; I have been repeatedly speaking with my local branch to cancel for nearly 1 year and it has been ignored every time. I have not used this business's services since 2023.

Regards,

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

[To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]
Initial Complaint
Date:08/11/2024
Type:Order 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 have contacted the planet fitness to request cancelation of my membership for months now. I finally made it to the location, and was told there was nothing they could do about the fees since I came in later than the 10th of the month. There was also the yearly membership fee that was charged. I was originally asking for just the current month, but I would like a refund for the months of non use, since the cancelation was requested multiple times, but I was informed I had to come in they could not do it by phone.
Business Response
Date: 08/12/2024
I have attached a copy of your membership agreement, and highlighted the section that states how to cancel your membership, and when you would need to cancel your membership without being billed. I have also attached a copy of your cancellation document, that shows what day you cancelled your membership on (8/11).
Customer Answer
Date: 08/12/2024
Complaint: ********

I am rejecting this response because: I have contacted the club, and requested a cancellation, Since I will not be using this services in the future I don't believe the fee should stay with the company. I need at minimum a refund of the $49 (plus tax, totaling: $52.80) yearly fee, as well as the August payment of $24.99 (plus tax, totaling: $27.02). Totaling: $52.80 + $27.02 = $79.82. I don't believe I should have been charged the $15 fee, but I will not fight that.
Regards,

Lois Cole

[To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]
Initial Complaint
Date:08/06/2024
Type:Sales and Advertising 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.
On Sunday, August 4th, my two sons and I visited Planet Fitness in Santa Fe, NM. The website says that there are free day passes for first times users. We belong to a gym in Colorado and so this fit our situation; we were in town and wanted to try out Planet Fitness. Instead of a free day pass, we were each charged the going rate for day passes of $20. This is higher than their fee for monthly memberships (which is $15). I don't have a problem with how much they want to charge. As the person I spoke with at this location said this morning, the goal of Planet Fitness is to attract members, not single time users. That is fine, but the website states that they give one time day passes. They either should abide by the parent company's policy or specifically state that this franchise in Santa Fe does not abide by the parent company's direction to give free days passes to first time users.
Business Response
Date: 08/15/2024
The manager will be giving you a free day pass when you return with your sons. Please let us know if you need anything else, thanks!
Customer Answer
Date: 08/16/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.

Regards,

***** *********
Initial Complaint
Date:06/20/2024
Type:Product 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.
Plan was upgraded but switched over to an annual plan. Called in to attempt to explain the situation and ask if the cancellation fee or if the annual fee could be waived. Manager karma stated it didn’t matter if I wasn’t charged and advised that I sign up again. Upgrades should state that you’re being switched over to a contract.
Business Response
Date: 08/19/2024
Please see the below and the attached documents-
"However, we do see the information regarding the account **********
Isabel Nunez signed up for a 10NR on 6/26/2024. She paid $1.08 for the startup fee.
Agreement states she will be billed $10.78 on our around the 17th of each month beginning 7/17/2024.
Annual fee date 8/1/2024 for $49 + tax. After tax $52.80.
The agreement has no commitment and can be cancelled at any time for free. To avoid monthly charges, cancellation must occur on or before the 10th of the month.
To avoid the Annual Fee charge, cancellation must occur on or before the 25th of the previous month.

We believe Ms. Nunez inquired about an annual fee refund. Our agreement states that once an annual fee has been billed, it is fully earned and non-refundable. No extraordinary billing has occurred on Ms. Nunez's account outside of her agreement terms. "
Customer Answer
Date: 08/20/2024
Complaint: ********

I am rejecting this response because:

There are two accounts associated with my name. There was a “transfer”, so I was billed twice for the annual fee as well as cancellation fee associated with the 2nd account.

Regards,

****** *****

[To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]
Initial Complaint
Date:09/19/2023
Type:Product 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 have been a gym member with planet fitness for sometime now up until recently. I canceled my membership because my bank account and other IMPORTANT bills were compromised. This left me with more bills! On July 14, 2023 I downgraded my black card membership to a classic card membership. I was told everything would stay the same. The only thing that would change is my membership type. I asked the employee again if everything was the same and if I had any new charges and he said everything was good. I asked him twice before signing. Fast forward to September. Planet Fitness charged my bank account the annual fee. My annual fee wasn't due until December!! This resulted in me getting two return check fees from my other scheduled bills. Each $30.00 dollars. Planet Fitness took the annual fee from my bank account on the INCORRECT date and this resulted in my bills being returned due to insufficient funds. This has been very stressful. Then, I had to call another Planet Fitness location because the new recording system never connects me to an employee. Finally, I received a call back from the manager who was very kind and understanding. This is not his fault. He was not the one who handled my account that day that I downgraded. He offered me a free annual fee and a refund. I no longer feel safe with planet fitness having access to my account if employees are making mistakes like this. Plus, the hassle it takes to speak to a human is super stressful. I want my refund for the incorrect billing date of my annual fee. The manager said he put a refund in. I want to know when I will receive my refund. I'd also like my money for the return check fee that occures due to your employees mistake and negligence. I spoke to several planet fitness employees and they all stated that he should have kept my annual date the same. It doesn't seem like it is such a difficult thing to do for a customer. Please update me on my refund and return check fee.
Business Response
Date: 11/14/2023
I have spoke to the regional manager of this location and here is the response-
"We can respond by stating, We received Ms. ******** request in person and processed her request for the annual fee refund of $53.19 on 9/19/2023 and payment reversal completed on 9/20/2023. Ms. ****** has since cancelled her account and is no longer being billed for an active membership. Members have full control of their payment authorization. Ms. ****** notified Planet Fitness of the billing error in a timely manner and the refund request was completed promptly. However, per the membership agreement signed by Ms. ******- Planet Fitness is not liable for any fees charged by a member's financial institution.

Additionally, Ms. ****** requested to cancel on 9/12/2023. If a member would like to cancel to avoid billing for the current month, notice needs to be delivered to the club or in person on or before the 10th of the month. When Ms. ****** advised us of her cancellation after the 10th of September, we did not want to add more financial strain on her and waived the upcoming monthly dues that should have been drafted on 9/17/2023 of $10.87.
Initial Complaint
Date:09/08/2023
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 charged me the annual fee earlier than 2 months into my agreement which is not what they said they would do, then charged a late fee of 15 USD which I asked to be removed. The manager Eric laughed and mocked me on the phone and criticized my finances was talking over me the whole time and was so rude condescending and disrespectful basically laughing that he got my money. He refused to remove the late fee because he didn't want to. I want the 15 USD refunded at once and for his corporate office to be aware of his unprofessional attitude and disrespect towards certain customers he deems unworthy of common courtesy.
Business Response
Date: 11/13/2023
It looks like that you signed up on 7/13, and you annual membership fee came out on 9/1. The late fee was due to the invalid billing on the membership. I have attached both your contract and your payment history that shows why the late fee was charged. If you would like to avoid late fees in the future, please update the billing on file.
Customer Answer
Date: 11/13/2023
Complaint: ********

I am rejecting this response because:

It was earlier than 2 months when they charged me the fee

Regards,

***** *****

[To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]
Initial Complaint
Date:03/01/2023
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.
When I signed up for planet fitness, I never once read that I was going to be billed $52.00 for a yearly fee when I’m a monthly member? I wasn’t even notified that I was going to be billed that much if I kept my member ship. I don’t have $52.00 I can just throw away for a year gym membership that I’m not even going to!! I had to move back to my hometown to help with my grandma cause she is sick and now I have to worry about pulling $52.00 out of my *** to pay for something I didn’t ask for!!! The staff I spoke to on the phone was no help and not professional. I was told my $52.00 I just got charged was for their paper towels. There isn’t a way to talk to someone higher in charge, I think it’s crazy you can’t call the GM or whoever runs it. Something needs to be done about this, I’m not paying this

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Planet Fitness is NOT a BBB Accredited Business.