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 has 100 locations, listed below.

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  Planet Fitness

  1901 W Braker Ln Austin, TX 78758-4088

• 

  Planet Fitness

  3316 Denton Hwy Haltom City, TX 76117-3237

• 

  Planet Fitness

  6605 Forest Hill Dr Ste 200 Forest Hill, TX 76140-1265

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  Planet Fitness

  1200 N Main St Ste 100 Euless, TX 76039

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  Planet Fitness

  819 E Pioneer Pkwy Arlington, TX 76010-8538

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:11/22/2023

  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 opened up a planet fitness membership when I moved to ****** ***** with my husband, only for use of tanning beds. Unfortunately, domestic violence happened many times to the point I left our home and moved back to **************. I do have copies of those police reports. Stopping by planet fitness to cancel a membership was the last thing on my mind when my life was in danger. I called customer service and explained what happened and the guy I spoke with said he removed my bank account information and would put in a cancellation request. I thought it was canceled. However I wake up yesterday to 2 charges on my bank account of $113.81 and another $27.11. I never gave planet fitness access to my new bank account, so how they got access is beyond me. I immediately call customer service again, and he fully cancels my account this time or so Im told and puts in a refund request with the reason why. I havent been inside this gym since early August, 4 months ago. I get an email denying my refund request, with no reason why. I want to know how they got access to my new bank account, that I never authorized them to use and I would also like a refund. My account can be pulled up via my membership # ********** and it will show my phone calls made to customer service documenting everything.

  Business Response

  Date: 12/21/2023

  Hello and thank you for your message, we would be happy to assist further. We were able to locate your membership from the ********** Planet Fitness with the barcode number you provided. We were able to review the phone calls from ************** on 10/24/23 and 11/21/23 where she spoke with our Member Support Team. 
  
  During the call from 10/24/23, ************** requested that her card on file be removed from her billing and requested to cancel her membership. Our representative removed the billing as requested and provided 2 options to cancel, by stopping by one of our franchise clubs to cancel in-person or send a letter, recommended via certified mail, with her request to cancel. On 11/13/2023 Ms. ****** card on file was updated via automatic update from her bank, which is how we received her new card information. 
  
  On 11/21/23, ************** called to request membership cancellation again. As a courtesy, the representative offered to waive the $58 buyout fee to cancel, and cancelled the membership through the phone. Unfortunately, the charges for $113.81 and $27.11 were unsuccessfully collected, and therefore we would be unable to issue a refund of this amount. As a courtesy and due to the miscommunication, we are waiving out the past due amount of $27.11 from the November 17th draft. In addition, as a courtesy we are waiving the October late fee of $16.24 and past due amount of $27.11, which leaves a remaining balance of $70.46 on your cancelled membership. You may be asked to resolve this balance should you choose to return with Planet Fitness, and our management team would be happy to assist so you can get back in the gym. 
  
  Thank you!
  

• Initial Complaint

  Date:11/22/2023

  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.

  This business has been incorrectly charging my bank account for membership dues for more than 2 years after I was told over the phone by a manager at the location that they would turn off the billing. They have a ****** for you -style billing setup where you have to cancel your membership in person? I moved across the country to an area where there is no planet fitness and they have been billing me since.

  Business Response

  Date: 12/18/2023

  Hello and thank you for your message, we would be happy to assist further. After using the customer's information provided, we were unable to locate a Planet Fitness membership within our franchise based in ******, **. This may be because the membership originated at a location outside of our franchise and therefore, we would be unable to view membership details. Can you please provide the original club location you joined? We may be able to reach out to them to request further follow up to your concerns. Thank you!

• Initial Complaint

  Date:11/17/2023

  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 originally signed up at a planet fitness in my home city as a black card member with the intent to also use it in a city an hour away since I went to college there. Prior to moving back home I canceled my membership in person in the city where I went to college. That was 6 months ago. I was told by an employee there that everything was good to go so I left and went on my way. For the last 6 months I have been getting charged and even received a renewal fee of $39 when I canceled before it was supposed to renew. I called my home city gym since I thought maybe I was supposed to cancel in person with them but they said my membership was canceled so I should not be getting charged. They called corporate on my behalf who said my membership with the gym in my college city was still active. Called the gym in that city who said since I dont have a form on file I never canceled. I went in person to cancel and do not remember signing anything since it was again 6 months ago. The general manager of the franchise refused to give me the number for corporate since they are a franchise. He gave me an email for the franchise owner. I contacted my bank who submitted a stop charge for any future charges since I canceled 6 months ago. What a scam of a company. Make cancelations a smooth process and actually cancel an account when a customer says to cancel.

  Business Response

  Date: 12/18/2023

  Hello ********,
  Thank you for your message, we would be happy to assist further. Can you please confirm your home club location so we can look further into this issue for you? If you could also please provide the phone number associated with your membership so we can assist further?
  
  Thank you,
  ***********************;

• Initial Complaint

  Date:11/16/2023

  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.

  I called planet fitness in October of 2022 to cancel my membership since I was pregnant and had COVID. The manager on duty canceled my membership over the phone since they didnt want me in the club with COVID. Since checking my bank statements i have been charged ***** every month since 11/2022. I want a refund on the money i have been charged. Since reaching out to the gym on ************ in ******* **, an employee stated they were a manager in the name of u and later after contacting the support center they were in fact a regular employee. ******** is the name of the actual manager and instead of her answering the phone she used her employee who has no knowledge on how to run a business answer the phone. He hung up on me and when trying to call back ******** was not trying to answer the phone. I am furious as their excuse was they are under new franchise and management that they are not trying to refund my money back. They can clearly see I have not been to the gym since the month of my assumed cancellation. I want a refund for this.

• Initial Complaint

  Date:11/13/2023

  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.

  On August 22, 2023, I submitted an online application for membership at Planet Fitness, **** ****************************************************, *******, **. I paid at total of $77.75 (membership start up fee/prorated first month fee) on August 22. I went to the gym on August 25th. There was a sign on the door stating that the gym was closed due to maintenance. When I applied on line, there was nothing on the website stating that the gym was closed. I continued to check to see if the gym was open throughout August and at the beginning of September. The Planet Fitness website finally posted an announcement stating that the gym's closure was extended due to unexpected maintenance. I contacted the Planet Fitness corporate office requesting cancellation of my membership. I was advised to write a letter to the gym requesting cancellation of my membership. On September 11, I wrote a letter to Planet Fitness *************************** requesting to cancel my membership. The letter was later returned to me as undeliverable by the ***** Since I had the No Commitment Membership, I stopped the autodraft through my bank. Planet Fitness continues to bill my account $133.79 for monthly fees, late fees, and annual fee even though their facility remains closed to this day.I went to another Planet Fitness location ********************************************************************* on November 11.I was informed that Planet Fitness has sent my account to collections.I strongly disagree with being charged for a service I cannot use due to the Planet Fitness *************************** location being closed indefinitely due to no fault of its members.I should not be charged for a service that Planet Fitness did not provide.My account should not have been sent to collections, which will affect my credit report.The Planet Fitness location on ***************** Blvd is not situated in a safe area in *******.I have serious safety concerns going to the alternate Planet Fitness location. I request to have my membership cancelled and my account removed from collections.

  Business Response

  Date: 11/29/2023

  Hello, 

  Thank you for sending over your concerns. To clarify, we do not report a balance to the credit Bureau, An unexpected maintenance issue has caused our South ******* location to close down temporarily for the safety of our members and staff. As of today, we do not have an ETA on reopening, though not to worry, your membership that was created at the time of closure will not effect your credit, or have a past due balance of any sort on the account. Please feel free to visit our Planet Fitness website for all updates on the South ******* location, thank you! 

  Customer Answer

  Date: 11/29/2023

  Complaint: 20860931
  
  I am rejecting this response because:
  The charges to my account for $77.75 debited on 8-23-2023 and $53.04 debited on 10-11-2023 were charged to my USAA checking account. I request a refund in the amount to $130.79 for these charges that were posted to my account. 
  
  Regards,
  
  *********************

• Initial Complaint

  Date:11/06/2023

  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.

  This has been going on for the past year, I never signed for a planet fitness memebership, but they have manage to charge me a total of 200 dollars through a monthly charge of $27.11. I have contacted them several times I have also gone to the business and no one seems to be able to help me, they say they can not cancel my account until I bring the account current. How can I bring something current on a memebership I never signed up for. I have never used the pass or scanned a badge I know they have records of logs because why else would they give a badge to scan in, you can pull up camera footage and you would never see me step into the planet fitness. The email address they have as a sign in is not even mine nor have I heard of the email. They refuse to help me and they continue to charge me I have reported my card as stolen Ive gotten a new one. But that doesnt justify the amount of money they have taken from me and refuse to help. I uploaded a pic of one transaction and a pic of all the transactions that I have found going through my account

  Business Response

  Date: 11/06/2023

  Hello, 

  Thank you for sending over your concerns. Upon filing for fraud, your bank should be able to reverse all changes in question, considering you did not join the gym yourself if their findings are that result. The membership will then be cancelled and your drafts will be returned. Planet Fitness cannot confirm or deny a fraud case, as it would have to be confirmed through your banking institution first. For further questions, feel free to contact Planet Fitness Headquarters at ************. Thank you! 

• Initial Complaint

  Date:11/06/2023

  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.

  I wrote a letter and sent it certified mail to my planet fitness 3 weeks ago to cancel. This was before my annual fee would've been billed to me. So tell me why I still have an active membership and now they're trying to tell me I owe a monthly fee as well as the annual fee?!? This is ridiculous and I want my s*** cancelled and backdated to 3 weeks ago!

  Business Response

  Date: 11/06/2023

  Hello, 

  Thank you for sending over your concerns. Unfortunately, you have reached a Planet Fitness location in *****. All Planet Fitness locations are also franchised, and based on your address, you may be referring to a club in **. Overall, if you have your tracking number, you can provide this information to your club manager that can assist with a potential refund and cancellation based on the findings from your tracking number. Please be aware that each location operates differently, i regards to back dating to the time the letter was sent VS the time the letter was received. Hope this helps! 

• Initial Complaint

  Date:10/27/2023

  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.

  I signed a membership (contract *****) agreement for one year 10/6/22. I didn't read fine print, it auto renewal on a monthly basis. The only way to cancel is to do so in person. I have visited the Planet fitness center (********* ************** **) twice only to be told the system was down so I can't cancel. This is ridiculous. I simply want to cancel my membership before I get another charge.

  Business Response

  Date: 11/02/2023

  Hello, 

  Thank you for sending over your concerns. We see your membership was cancelled successfully over the phone due to the system being down in club, we hope this solved your issue! Have a great weekend. 

• Initial Complaint

  Date:10/25/2023

  Type:Service or Repair 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.

  The majority of the exercise machines have faulty equipment that could severely injure patrons, guests and employees. Not only is it unsafe, I have reported to OSHA for violating safety standards. We are all paying for a gym with no working equipment, and the existing equiipment is a massive liability.

• Initial Complaint

  Date:10/24/2023

  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.

  10/24/2023 I no longer go to Planet fitness and have tried multiple times to cancel their subscription with no success. I have called the location many times and have been told I have to go in person. That is not an option for me anymore. Now today I find out that I have been charged $20 for my membership randomly. I want my membership cancelled as soon as possible, and if possible a refund. I needed that $20 to survive and it was stolen by this greedy company. If this issue is not resolved I will take it to court.

  Business Response

  Date: 11/02/2023

  Hello *******, 

  Thank you for sending over your concerns. As i reviewed call records from the number you provided, we did not find a call was placed and service was provided to you on how to cancel your membership. Unfortunately, per policy, the cancellation process is to sign the digital cancellation form with front desk in club to cancel your membership and stop payments for drafting out of your account. If the membership remains active, the system will continue to bill you, as it is not based on usage. Your cancellation is absolutely free ! We were unable to collect your payment for the month of October, but not to worry, a past due balance will not stop you from cancelling your account. Cancellation is to be done by the 10th of the month in order to not be billed for the 17th monthly draft. Please let us know if you have any other questions or concerns, thank you!