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Business Profile

Gymnasium

Planet Fitness

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Gymnasium.

Complaints

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

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    Customer Complaints Summary

    • 165 total complaints in the last 3 years.
    • 82 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/17/2025

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      In January 2025 we changed the email address and tried to change local store. They have since been charging for the old membership as well as a new membership. I have 2 accounts and they keep saying they cant close it down. Im being double charged, I was charged also twice for an annual free and because its an old card on the old account they also are charging me an additional $10. Fee monthly. They were absolutely rude and would not help at all. It was them who did the error in the first place.

      Business Response

      Date: 04/22/2025

      Hello *******,

      Thank you for your message. The only membership that is in our system with your name and phone number is a cancelled membership because it was transferred outside of our franchise. We are not able to see which location you transferred this membership to, or see any memberships outside of our system. Unfortunately, you will need to speak with the home location for this matter.

      Thank you,

      EXCELFITNESS
      Building communities through fitness
      ************************************************
      *******************************************************
      an independently owned and operated Planet Fitness franchisee with clubs in **, **, **, **, **, **, **

       

    • Initial Complaint

      Date:04/08/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Originally called in to request the POSSIBILITY of an accommodation to be made and placed on my profile due to the **** am recovering from cancer and walking can be difficult at times.Began my phone call by stating my need to speak with a manager NOT regarding a complaint but an accommodation if possible.Additionally that I use the gym primarily after *********** 10 minute call became Shift Lead ,Hopes opportunity to BLOW my request into a conversation about how her coworkers were abusing the massage chairs and had no authority to allow people to schedule more than TWO consecutive appointments during their visit.Hope went on to state that she pretty much knew who was doing it since only three people work during the hours I come in.I requested AGAIN for Hope to provide me the names of the management team, that I did not want anyone getting in trouble for their compassion in accommodating me TWICE.Hopes loud authoritative response was she is a manager, that shift leads are the same thing as a manager.Hope obviously sees herself as a manager and now claims the title , AFTER stating at the beginning of my call she was a shift lead, and could help, that ALL shift leads were TRAINED and had the ability to make decisions in order to help gym members with anything they needed.Informing Hope that I believed my request would require me speaking with the manager or assistant manager, Hope refused Again and continued to INSIST she as ALL shift leads could make decisions regarding gym equipment use, refusing to connect me with or provide me the names of the clubs management team.Stating the club had no manager and she was a manager that shift leads were the same thing as a manager. Furthermore after Hope turned my call into her load banter, complaining about her ************ a 67 year old retired female Veteran of the ****************** and do not appreciate being treated like a nobody.

    • Initial Complaint

      Date:04/07/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was advised on March 9th when calling that my account would be cancelled and I would NOT be charged the annual fee of $49 however this was not done and I was charged today. I attempted to call ******************* location in ************ and they refused to refund me despite this.

      Customer Answer

      Date: 04/04/2025

      The branch that this occurred in was Planet fitness on ******************* in ************ (*************************************************) thank you.

      Business Response

      Date: 04/14/2025

      Hello Esme,

      To cancel your membership, you must either go into a Planet Fitness location, or mail in a letter to your home club's address. When you called on 03/09/2025, it was notated on your account that you were made aware of this cancellation policy. We do not cancel memberships over the phone. Unfortunately, your annual fee is non-refundable per agreement since your membership was not cancelled. Please note, your membership is still active. 

      If you have any further questions, please contact Member Support at ************ so we can assist you directly.

      Thank you,

      EXCELFITNESS
      Building communities through fitness
      ************************************************
      *******************************************************
      an independently owned and operated Planet Fitness franchisee with clubs in **, **, **, **, **, **, **

    • Initial Complaint

      Date:04/05/2025

      Type:Order Issues
      Status:
      Resolved
      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 tried 3 times to cancel my membership with Planet Fitness. I have called them 3 separate times, and been told I need to come in to the gym in-person to cancel. I live an hour away from my gym now. Not only does this place undue hardship on the consumer, but as of October 2024, the *** rules this kind of practice is illegal. Business with a membership model must have a "click-to-cancel" option available for consumers. If a consumer can sign up online, they legally must be able to cancel online or over the phone. However, Planet Fitness has not abided by the ***'s decision. I've spoken with 3 employees at Planet Fitness, and all of them tell me I need to come to their place of business, and that they cannot cancel via phone call. I brought up the ***'s October ruling, and an employee did admit to me that it was something Planet Fitness was still looking at, but had not yet changed their policies. It has been 6 months since the *** ruling, and it is ridiculous that a company as big as Planet Fitness still has flagrantly ignored it, and not been "able" to do it. It is clearly an attempt drag their feet so they can force undue hardship on the consumer to cancel, blatantly against *** ruling. I just want to cancel.

      Business Response

      Date: 04/14/2025

      Hello *****!

      Thank you for your message. We have cancelled your Planet Fitness membership as requested, agreement #**********. We waived out your invoice for 04/17/2025 dues, so you will not be charged. We have notated this on your account as well. 

      If you have any further questions, please contact Member Support at ************ so we can assist you directly.

      Thank you,

      EXCELFITNESS
      Building communities through fitness
      ************************************************
      *******************************************************
      an independently owned and operated Planet Fitness franchisee with clubs in **, **, **, **, **, **, **

      Customer Answer

      Date: 04/14/2025

      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.

      Regards,

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

    • Initial Complaint

      Date:04/02/2025

      Type:Billing Issues
      Status:
      Unanswered
      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 live in ********** signed up used one time I sent them over ******************************************************************** my behalf I don't have anyone in ******* charged me for 4 years now says I owe a 130 fee I want to continue with planet fitness but this is wrong spoke with a manager at the local office and says they can only remove the late fees this is absolutely crazy I only used the service once in 2018 while I was on vacation the same day I signed up

    • Initial Complaint

      Date:04/01/2025

      Type:Billing Issues
      Status:
      Unanswered
      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 Planet Fitness services for several years. I was out of the country for a couple years, during which I attempted to cancel my membership as it was no use to me where I was. Of course, you have to show up in person, with paperwork, to cancel. I was charged monthly for the better part of a year and a half while not being able to use the service. Finally, I had to pay for a stop payment from my bank as this was the only way to stop the extortion that was being performed on me. Now, I am back in ******** and I want to start up membership again as options for other gyms are limited. Much to my dismay, turns out I have to pay some past due balance to restore membership because Planet Fitness was somehow STILL CHARGING ME after I had stopped payment! What a crooked business operation. Enjoy the money you got out of me you criminals. Any chance I have in the future to put your company down, I will. Y'all are criminals.

    • Initial Complaint

      Date:03/28/2025

      Type:Billing Issues
      Status:
      Unanswered
      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 has been giving me a hard time to cancel my membership. Because of this, they have been constantly drawing my account for last several months. I visited in person to ask for cancellation and they brought up unknown charge which would be required to pay if I cancelled it that time. I was asked to call exactly in March 25 to cancel to avoid such charges. I wasn't in town and I called. They then said oh it can't be done over phone. And I need to send a letter or be there in person. I drove all the way to that city for cancellation today and then they said there would be some charges for the cancellation again. This is such a predatory behavior from a company that is surprisingly still in business that way. People need to cancel and make changes for several reasons. Here I was trying to cancel at the end of my year cycle.I hope they take this complaint seriously and refund.

    • Initial Complaint

      Date:03/28/2025

      Type:Billing Issues
      Status:
      Unanswered
      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 running into a problem with your Wilmington de location. Long story short my son seems to have two accounts and one of them was set up as an adult (he was sixteen at the time now seventeen) where they incorrectly set up the account showing he is delinquent. He never was able to go because he never got confirmation or communication the account was activated. Apparently now its delinquent. When I call the location, they wont help and no manager available. When I discussed in person the response was hmmm, this is odd and not good because we set up a minor as an adult. When I asked to resolve I was told only way to resolve is to pay the past due because they arent empowered to do the right thing. Ive been in the service industry for 30 years and this is super shady and extremely irresponsible and deceptive especially for minors.

    • Initial Complaint

      Date:03/24/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have not been a member of Planet fitness for over a decade, and have already went in person and cancelled my membership. However, we have been getting charged for services again for the past year, even though we've never stepped foot inside of a Plant Fitness since our account was closed. I went back to the location after I noticed I was getting charged, and they say my account isn't in the system. Please explain how my card is getting charged then after all this time. I want resolution, and a refund or I will be taking this a step further.

      Customer Answer

      Date: 03/07/2025

      The address is ******************************

      Business Response

      Date: 04/04/2025

      Hello ***********,

      We attempted to look up your membership in our system with your first/last name and too many memberships populated. We are going to email you directly so we can gather some more information from you to try and assist with this matter.

      Thank you,

      EXCELFITNESS
      Building communities through fitness
      ************************************************
      *********************************************************************************************
      an independently owned and operated Planet Fitness franchisee with clubs in **, **, **, **, **, **, **

    • Initial Complaint

      Date:03/18/2025

      Type:Billing Issues
      Status:
      Unanswered
      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 and cancelled shortly thereafter, specifically two days later. I never went to the gym and didnt use the membership because it had been deactivated. I woke up this morning to find that a membership fee had been taken from my account. I tried reaching out to PF and there is no customer service number.

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