Complaints

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

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  Planet Fitness

  1954 Old Fort Pkwy Murfreesboro, TN 37129-6900

  
• 

  Planet Fitness of Cleveland

  2641 Apd 40 Cleveland, TN 37323-0696

  
• 

  Planet Fitness

  255 Muddy Branch Rd Gaithersburg, MD 20878-3003

  
• 

  Planet Fitness Landover

  8509 Landover Rd Hyattsville, MD 20785-4210

  
• 

  Planet Fitness

  5470 W Sample Rd Margate, FL 33073-3454

  

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:04/30/2025

  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 Planet Fitness membership (Membership #: **********) on March 24, 2025, and paid $21.79 for the monthly membership at that time. Due to personal reasons, I decided to cancel my membership and submitted a cancellation request on April 16, 2025. Planet Fitness acknowledged my request and provided a cancellation confirmation on the same day. However, despite the confirmed cancellation, I was charged an additional monthly fee of $27.68 on April 17, 2025, for the following months membership. I am requesting a refund of the $27.68, as the charge was made after my membership had already been cancelled and confirmed. The gym location is **********************************************************.

  Customer Answer

  Date: 05/02/2025

  Here is the gym location: **********************************************************************************************************************************.

  

  Business Response

  Date: 05/05/2025

  Per our cancellation policies, we require all members to cancel their membership by the 10th of the month in order to not receive a bill on the 17th. Member cancelled on the 16th and received one more charge on the 17th, the member will have access to the facility until the 16th of May. I have attached our cancellation policy from the agreement. 

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23257621
  
  I am rejecting this response because:
  
  This is the first time I have been shown this policy. Prior to canceling, I personally consulted multiple staff members at the ******* location (**********************************************************) on several occasions. I was explicitly advised that I could cancel on the 16th of the month and avoid being charged beyond the 17th. Based on this guidance, I followed through with the cancellation on April 16. Additionally, I am traveling internationally throughout May and will not be using the facility during this time. This makes the charge even more unnecessary and frustrating from my perspective. I respectfully request that Planet Fitness refund the charge issued on April 17, as I was misinformed by their own staff.

  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 05/08/2025

  All terms and conditions/policies are stated on the agreement that was signed on 3/25. The bill on 4/17 covers gym access from 4/17-5/16. Based on the check-in history for the account the facility was utilized after the bill date. 

• Initial Complaint

  Date:03/27/2025

  Type:Service or Repair 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 canceled my membership on january 15th since i wasnt able to afford it anymore. it wasnt until i find out that my card has been getting charged since then every month. i called planet fitness asking why this is happening and that its wrong. the man on the phone told me that i actually have two accounts(duplicates under my name). I asked if i can get a refund and he said no to come and cancel your membership. i find it very weird as to why i wasnt informed about this at all when i cancelled in the first place. im very disappointed and unsatisfied with this experience and hope to get a refund. i cancelled my membership with planet fitness but i guess they still want to charge me.

  Customer Answer

  Date: 03/31/2025

  169th St
  ******, **  64012
  *************

  

  Business Response

  Date: 04/04/2025

  While we would love to help, this is the wrong franchise for this Planet Fitness member. We do not have any record of this member, nor do we have any locations in ** or the 64134 zip code. I suggest closing this claim and opening a new claim with the correct location where the correct Franchise will be able to help. Thank you.

• Initial Complaint

  Date:03/20/2025

  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 am writing to express my dissatisfaction with a recent billing issue at the Planet Fitness ******************. I have been a member for over a decade.On 3/15/24, I discovered that my annual membership dues had been charged to my secondary credit card, rather than my primary card. Upon inquiry, I learned that my primary card had been declined and I later remembered that it was due to a replacement card being issued after suspected fraud. While I understand the charge to the secondary card, I am concerned about the $20 late fee that was also ********** primary concern is the lack of proactive communication. I visited the gym approximately 11 times between the initial payment attempt and when I discovered the issue. During these visits, I was not informed of any payment problems at check-in. Had I been notified promptly, I could have updated my primary payment information and avoided the late fee.Furthermore, I question the purpose of a secondary payment method if it results in a late fee when the primary card fails. It seems counterintuitive.I spoke with the club manager, who initially intended to refund the late fee but stated he was unable to due to the payment being processed.I request that Planet Fitness reconsider the late fee and provide a refund. I also suggest implementing a system to notify members of payment issues during check-in to prevent similar occurrences in the future.Thank you for your time and attention to this matter. I look forward to your prompt response.

  Customer Answer

  Date: 03/28/2025

  You asked for the address of planet fitness that charged me:

   

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

   

  Thank you!

  

  Business Response

  Date: 04/04/2025

  While we would love to help, we do not have access to this members information. This franchise does not have any Planet Fitness locations in **. I suggest closing this claim and opening a new claim with the correct location.

• Initial Complaint

  Date:03/03/2025

  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 stole $49 in an annual membership fee after I had already cancelled. I cant access their services, but I was still forced to pay up. I want a full refund of my money.

  Customer Answer

  Date: 03/05/2025

  Planet Fitness ********** ****************************************************;

  

  Business Response

  Date: 03/06/2025

  Member cancelled membership on 2/28/25 (document attached). Member was charged annual fee on 3/1/25. Per the terms of the membership agreement (also attached) memberships must be cancelled by the 25th of the month prior to the due date of the annual fee. Due to paying for monthly fee on 2/17/25 member has access to the facilities until 3/16/25 as the next billing cycle takes place on 3/17/25. Having access to the facilities until 3/16/25 is explained in the document the member recieved upon cancellation. Due to the terms of the attached membership agreement a refund will not be issued.

• Initial Complaint

  Date:02/03/2025

  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 am a travel nurse and I got a planet fitness membership in December 2023 to help with my physical wellness and overall mental health. I moved from ******* after being awarded a new contract and have since moved again since then and am no longer near a planet fitness. I have attempted to cancel my membership by calling, going in person, calling my home gym, and writing a letter but nothing works. I have been being charged monthly and now have a 60$ yearly membership fee I was charged in addition. There is no option to cancel via customer service, email, online, or over the phone. They force you to appear in person, regardless if you are no longer physically located nearby. Poor buisness model and horrible customer service. Give me my money back and stop scamming people!

  Customer Answer

  Date: 02/09/2025

  Gym location: *******, *******;

  

  Business Response

  Date: 03/10/2025

  After reviewing the account and speaking directly with the member, there was no evidence in the documentation or notes indicating any previous attempt to cancel the membership. The member was informed that without proof of an attempt to cancel, no refund could be processed. During the conversation, the member mentioned that she had never visited the ************* which further supports that there was no in-person cancellation request. Additionally, our club did not receive any written cancellation request.
  As a courtesy, I proceeded with the cancellation over the phone but clarified that refunds would not be possible due to the lack of supporting cancellation documentation.
  

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 22892589
  
  I am rejecting this response because I was charged multiple times for charges outside the monthly fee, including a 60$ service fee for an account that was never utilized. I provided a copy of the letter that was sent which they conveniently didn't receive. I cannot go in person as I don't live in the area anymore. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:01/03/2025

  Type:Service or Repair 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 reached out to Planet Fitness back in November of 2023 to get my membership cancelled I was told by someone whom to later find out he was a manager (Mr. *** *****) that I had to come in pay the cancellation fee and submit in writing which I did. As I was looking threw my bank statements I saw that i was being charge still for my membership and it was never cancelled. I reached out to Planet Fitness to see what was the error and was told that I should reach out to the regional manager which I did. He then told me he would reach back out to me on Monday (12/30/2024) which he had the store manager reach out instead. She began to tell me I was lying and that i should not receive a refund. I then told her i would like to still speak with the regional manager. The regional manager did in fact reach back out to me and process to send me a form that I asked to stop payment for finical hardship which isn't true and DOESNT have my signature on it. Me being a consumer I had no knowledge that I was suppose to do anything further.

  Customer Answer

  Date: 01/03/2025

  Gym Location: 

  Planet Fitness of Rosedale

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

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

  

  Business Response

  Date: 01/16/2025

  I am following up on the matter regarding ***** ******* refund request. I have provided the necessary documents and can confirm I communicated our position on the issue - that we would not be able to process a refund. While reviewing ***** Browns account, we found that a freeze request was processed in November 2023 for one month due to financial hardship. However, after the freeze period ended, billing continued. As outlined in the attached agreement, the membership operates on a month-to-month basis, with no buy-out fee. The membership continues to bill until it is canceled. We have since canceled the membership; however, because the only document on file is the one-month freeze, we are unable to request a refund from the billing company.
  

  Customer Answer

  Date: 01/23/2025

  This doesnt make sense I did not review or even sign off on the document at all. Why would I go into the gym and ask for a freeze on my account and not sign off on the document. I went in with a letter asking for my account to be canceled along with my id and the cancellation fee that was required can we ask for footage of me entering the gym since there is cameras there? Or even include *** ***** who was the person that took cancellation fee and documents into this as well? 

  Customer Answer

  Date: 03/04/2025

  What happens now I havent heard or received any additional information so far 

  

  Business Response

  Date: 03/05/2025

  I am writing in response to the complaint submitted by ******* ***** regarding her membership with Planet Fitness. After reviewing the details of Ms. ****** account, I can confirm that the CLub management provided me with the relevant documents and can confirm that we informed Ms. ***** that a refund would not be possible. Upon further review, we found that a freeze document was processed for Ms. ******* account in November 2023 for a one-month period due to financial hardship. This freeze was handled by previous General Manager, *** *****. However, the membership continued to bill after this one-month freeze period.
  For clarification, the membership operates on a month-to-month basis, and no buy-out fee is required. As such, the membership continues to bill on a recurring monthly basis until canceled, in accordance with the terms outlined in the attached membership agreement.
  At this time, Ms. ******* membership has been canceled. Unfortunately, due to the only document on file being the one-month freeze, we are unable to request a refund from the billing company. We sincerely apologize for any confusion and hope this explanation helps to clarify the situation.
  Please note that I have already responded to a prior Better Business Bureaus complaint with the same information provided here. As there have been no changes to the circumstances or the documentation, no further action will be taken regarding the refund request.

  Customer Answer

  Date: 03/05/2025

  Thats not my signature on the bottom of the document, so its not valid is it? 

  Customer Answer

  Date: 03/06/2025

  Thats not my signature on the bottom of the document, so its not valid is it?

• Initial Complaint

  Date:12/23/2024

  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.

  Ive been trying to cancel my membership and this business keeps giving me the run around about it. They also wont let you cancel online which is how I bought the membership they wont you to come in person to write a letter and all these extra unnecessary things. I just want my membership canceled they have been charging me $23.06 for the past few years. And a $39.00 annual fee. They also charged me twice this month for the membership so I want my money back for that and my membership canceled I dont have time to go to my home gym with a written letter to cancel. Im surprised they are being sued this is the biggest scam Ive ever witness.

  Customer Answer

  Date: 12/25/2024

  Planet Fitness

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

  

  Business Response

  Date: 01/31/2025

  Please find attached our Planet Fitness policies regarding membership cancellations. As outlined in the agreement and confirmed by ****** *****, cancellations must be processed either in person at your home club or via a written request sent to the location.
  For your reference, I have included the relevant sections from the membership agreement detailing the cancellation process.
  

• Initial Complaint

  Date:12/16/2024

  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 had started a membership back in June, I have only ever used it in July and there is no way for me to cancel it unless I go in person, which I am unable to do. I have been charged $27 every month on the 17th because I have not been able to cancel it. In total I have spent $245 on this membership that I don't use nor want.

  Customer Answer

  Date: 12/17/2024

  The location of the gym is:

  ****************
  *********, **  98310
  *************

  

  Business Response

  Date: 03/10/2025

  Our cancellation policy here at Planet Fitness offers three ways to cancel a membership: in person at the club, via a signed letter requesting cancellation sent to the club using the postal service or transferring the membership to a location nearer the person, if they have relocated, so that they may cancel in person. Upon each member's first visit to the club we go over the policies, including cancellation, with the member verbally before having them sign a document acknowledging said policies. That document was signed by the member on May 5th , 2024. Additionally, the cancellation polices are listed on the Planet Fitness website. Therefore, we will not be able to issue a refund to the member. The club manager reached out to the member via phone and left a message, letting her know that we have cancelled her account and reiterated our cancellation policy.  

• Initial Complaint

  Date:12/06/2024

  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.

  This business provides an app as a core way to process things between them and the customer. I use the app to scan in to the gym, I use the app to update my payment methods, etc. A frustrating thing I recently discovered is that making manual payments for upcoming fees is not possible. They won't even take advanced payment in person. I have a practice of keeping my bank accounts locked unless I am making a payment manually to ensure fraud does not take place. Therefore, even though I can make a payment to my account on time, I'm not allowed to. The business is trying to enforce a practice where the customer is trapped and late fees are immediately applied regardless of having the capacity to make a payment on time. This seems very abusive to me and something the BBB should strongly consider reviewing.The $30 money paid listed below are for late fees that have been forcibly applied to the account. As mentioned, they do not let me pay in advance nor manually the day of. It is ludicrous.

  Customer Answer

  Date: 12/06/2024

  Hi *******,

  Thank you for your attention to this matter. This is the information for the Planet Fitness in question:

  Address: *************************************************
  Phone: **************

  I've also attached the agreement I virtually signed when I joined the gym via their app. From my reading of it, there was nothing that mentioned late fees nor an enforcement of not being able to make your own payments.

  Thanks again,

  Moiss M.

  

  Business Response

  Date: 03/07/2025

  Dear ****** *****
  Thank you for reaching out regarding your concern. We appreciate the opportunity to address your complaint and clarify the situation.
  After reviewing your account, we found that each month we attempted to process your payment, there were insufficient funds in your account, which resulted in a late payment. As outlined in our membership agreement, when a payment is late, a $15 late fee is applied.
  Additionally, on December 4, 2024, our staff advised you to update your account and routing number to avoid further late fees. However, it appears that the backup payment method on file has also been declining, contributing to the ongoing issue.
  We will be reaching out   to you today with the contact information so provided to work toward a resolution. We are happy to discuss potential options to help bring your account up to date.
  Thank you,
  Diego

• Initial Complaint

  Date:11/22/2024

  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 signed up in 2023 and I was charged automatically $10 per month until May 2024. May 2024 my card changed due to Froud. I did not go to the gym for a year. I kept the account thinking I may go one day when I get time. They did not let me know that they could not charge the credit card. I went the last week of September 2024 to the gym and front desk told me I cannot use the gym because you have $204.00 unpaid fee. I said why did you not notify me. Front desk said we sent an email and I said I did not get it. I said I can pay from May until now They said no you have to pay in full. It is already at collection. They have wrong physical address wrong banking in their system. I would like to pay $60.00 from May till October 2024 and restore my membership.

  Customer Answer

  Date: 12/04/2024

  As requested the addres is below

  Planet Fitness

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

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

  Thank you.
  

   

  

  Business Response

  Date: 01/22/2025

  We have reached out to ******************* and offered him a deal to pay $75 of the overdue balance. After payment of the $75, the rest of the balance will be waived. ****** agreed to was happy with this solution and advised he will be by later this evening to make the payment.