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

  1807 W Slaughter Ln Austin, TX 78748-6230

• 

  Planet Fitness

  1819 S Pleasant Valley Rd Ste A Austin, TX 78741-3363

• 

  Planet Fitness

  5334 Trail Lake Dr Fort Worth, TX 76133-1931

• 

  Planet Fitness

  1950 Ephriham Ave Ste 230 Fort Worth, TX 76164

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:03/17/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got a gym membership last year after a month I called because I got charged a high amount saying that it was an annual charge I was never told of this charge signing up so as I said I called and told them I would like to cancel the *** said he was canceling it through this year they have tried to charge me multiple times some of which actually went through when I had money in there I am asking for reimbursement for everything taken

• Initial Complaint

  Date:03/12/2025

  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 joined Planet Fitness on Feb 11th, 2024. I tried using the tanning beds on 3 separate occasions, and all three times I would sign in, go undress and put on my lotion, get in the bed and it never turns on. I get my clothes back on and leave and employees would apologize for "getting distracted" and never turning the bed on.The bigger issue here is when I tried to cancel. I received an email on Jan 28th stating that it was time to renew my membership. On Feb 1st, I go to the gym and request to cancel. The employee told me that there was nothing he could do until Feb15th. I go back on the 15th and the same employee tells me that he cannot help me until Feb 22nd. Stated that he tried to cancel my membership but the "Computer was telling him Feb 22nd". So I wait.... again. Go back on the 22nd for him to tell me that I have already been charged so he cannot cancel for me but he could freeze the account so that no more fees come out and to go back on March 11th. I reluctantly agreed and left. I went back yesterday, March 11th and there's a girl at the desk. I tell her that I want to cancel and she says "well you should have come 2 days ago". I explained to her the past few times I had tried to cancel and she then tells me that the employee I dealt with was no longer employed there, she apologized and said she would cancel my membership but I would still be charged for the month of April. I immediately left, went to my back and disputed/blocked any charges coming from Planet Fitness.

  Business Response

  Date: 03/24/2025

  Hello Aridana,

  We understand you wish to cancel your membership. To cancel, you will either need to stop by your local Planet Fitness location and sign the cancellation document, or mail in a letter to your home location. We recommend doing so by the 10th of the month to avoid another attempted charge on the 17th. We have attached your membership agreement where this policy is outlined.

  Thank you,

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

  Customer Answer

  Date: 03/24/2025

  Complaint: 23059233
  
  I am rejecting this response because: I was told multiple times to go back on different dates in order to cancel my membership. Every date given to me, I would go back and g t the run around. Including employees telling me to go AFTER the 10th to cancel... Which is a very sneaky thing to do!! Just to get more money from a member. Another sneaky thing is to cancel someone's membership, then Charge them double for another month but then deny them access to the gym for the month they paid! 
  
  Regards,
  
  ******* ******

  Business Response

  Date: 03/26/2025

  Hi *******,

  We are not able to locate a current membership for you under the first/last name or phone number you provided. As long as your membership is within our franchise of locations, we can assist you. You can email us at *************************************************** so we can ask for further information to try and locate your membership for you and assist better.

  Thank you,

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

• Initial Complaint

  Date:03/12/2025

  Type:Customer Service 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.

  Ive been refused to cancel this membership. I keep getting charged. Employees are rude. Company doesnt help.

• Initial Complaint

  Date:03/07/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have called and attempted to cancel my membership multiple times in the last year and a half. Every time I call they tell me that I can't cancel over the phone (which is predatory in and of itself), even though I no longer work in an area with a Planet Fitness. I cannot take a day off to driver over and cancel this membership.

  Business Response

  Date: 03/10/2025

  Hello ********,

  All Planet Fitness memberships must be cancelled in-person or by mail. As a courtesy, we have cancelled your membership effective today, 03/10/2025, so you are no longer charged.

  Thank you,

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

  Customer Answer

  Date: 03/10/2025

  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:03/06/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/16/2024 I cancelled my Planet Fitness membership and received an email confirming this and my account shows inactive in my planet fitness account. I was still deducted the monthly premium in January and February of 2025. I reached out to my bank and advised this account has been cancelled and they stopped the payment for February. Planet Fitness is now advising they will send me to collections for Februarys missed payment. My confirmation email is pasted below as well as a screen shot. I dont care about the money they was deducted for January, but want this to stop going forward.Your membership has been successfully cancelled. But gosh, we miss you already!Don't forget, although your membership is cancelled, you may still access your club through: December 16, 2024.Cancellation of Agreement Details Name:***** **** Email:****************************** Agreement Number:0944137394

• Initial Complaint

  Date:03/06/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So I recently resigned up for planet fitness after having a membership before I went approximately three times when I came in for I believe the fourth time they stopped me at the desk saying I owe a total of $500 from two uncalled memberships. I went in physically and cancelled my memberships but apparently was still being charge now I cant use my new membership because my old one was not closed out properly and I never received an email regarding cancellation but if I had such a big amount due how was I able to have another membership its not my fault that things were not closed out properly I did my part to come in and cancel I will not being paying that extra amount.

  Customer Answer

  Date: 03/04/2025

  The planet fitness address that I have the issue with is: 

  ********************************************;

  I cancelled my membership in person there 4/12/2024. I dont have an email confirmation but I do Snapchat my life so I actually have a picture of me going to the gym to cancel my membership.

  Customer Answer

  Date: 03/04/2025

  The planet fitness address that I have the issue with is: 

  ********************************************;

  I cancelled my membership in person there 4/12/2024. I dont have an email confirmation but I do Snapchat my life so I actually have a picture of me going to the gym to cancel my membership.

  Customer Answer

  Date: 03/04/2025

  The planet fitness address that I have the issue with is: 

  ********************************************;

  I cancelled my membership in person there 4/12/2024. I dont have an email confirmation but I do Snapchat my life so I actually have a picture of me going to the gym to cancel my membership.

• Initial Complaint

  Date:03/06/2025

  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 joined Planet Fitness in January 2025 for my wife and myself. Their website states that the monthly fee per person is *****, and there is an additional yearly enrollment fee. No other recurring fees are stated, and there is no mention anywhere on the website that there is a penalty for cancelling the membership within any stated time period. On March 5, I checked my checking account from which my monthly fees are deducted and saw two $49.00 deductions from Planet Fitness from my account. When I checked the website, it said my monthly fee for March was to be deducted on March 17. I called the business and was told that the $49.00 fees were "maintenance fees" that are deducted every year on March 3. Not only is there no mention of these fees on their website, I received no prior warning of these charges via email before the deductions were made. This caused me to have insufficient funds to cover another automatic payment for a different company. I asked the Planet Fitness *** if I can cancel our memberships over the phone, I was told I needed to do it in person. After ending the call, I received an email stating that they forgot to mention there is a $58.00 "early cancellation fee" even though no mention of this fee is shown on their website. I expect a refund of $98 for the unauthorized "maintenance fees," and I expect to be allowed to cancel our memberships without any early termination fees.I am a US Navy veteran, and rather than an empty "thank you for your service" catchphrase, I would rather they thank me by not ripping me off.

  Business Response

  Date: 03/13/2025

  Hi ******,

  As you mentioned that the website states there is an "additional yearly enrollment fee," the $49 you and your wife were charged was this fee. This is your annual membership fee. The agreement that you signed and that you have access to shows your $49 annual membership fee will be charged once a year on or around March 1st. Since March 1st fell on a Saturday this year, the fee was not deducted for you until Monday the 3rd. The buyout fee is also mentioned on the website. When you selected the Black Card Membership that you did, it showed "12 Month Commitment" which goes into detail when you click on it - "The Commitment length associated with your membership is the minimal number of months you will be billed. If you cancel before this time, you may be subject to a buyout fee. For No Commitment memberships, you may cancel at anytime without paying a fee." This is also in the agreement that you signed as well. We are not able to refund you, but the agent that you spoke with over the phone has already placed a freeze on your monthly dues for March, April and May ($75.15) so you are not going to be charged until June 17th for $25.05. 

  Thank you for your service in the **** Navy. We hope that freezing your membership dues provides you with the support you need.

   Thank you,

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

  Customer Answer

  Date: 03/13/2025

  Complaint: 23028017
  
  I am rejecting this response because: Before filing my complaint, I looked at your website enrollment page. If there is any mention of a yearly enrollment fee charged on or around March 1, it is well hidden in fine print. All that was made obvious was the initial enrollment fee and the monthly dues. It's obvious the yearly fee is made to be easily overlooked in order to entice people into joining. Maybe you are legally covered, but it is still a deceptive business practice. I will make it a point to post as many bad reviews and warnings as I can, and to warn any friends away from supporting your business. As I stated in my complaint, I don't appreciate and can't afford to be taken advantage of, but that is apparently part of your business model. 
  
  Regards,
  
  ****** ******

  Business Response

  Date: 03/13/2025

  Hello ******,

  Please find attached a screenshot of the membership plans as displayed on the Planet Fitness website for your home location in ********, **. The screenshot clearly indicates the "$49 Annual Fee" and options for either a "12 Month Commitment" or "No Commitment," without the need for further clicks. These are our current promotional offerings, which were also featured during your sign-up process.

  We recommend speaking to your home locations Management team for further assistance.

  Thank you,

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

• Initial Complaint

  Date:03/05/2025

  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.

  My nearest gym location is **************************************. Ive tried to cancel my membership because the gym is falling apart and its dirty. In order to cancel my new membership I have to pay extra money I wasnt planning on paying. I added my husband to the membership, but he refuses to use this facility or any other Planet Fitness because all the gyms look unclean. The equipment is broken (including womens bathroom) for weeks and they dont even turn on the ** on cooler weather outside. Furniture such as couches are falling apart too. Thats just ridiculous the gym can get pay monthly and dont care to take care of members. The advertisement on commercials does not reflect the real standards of cleanliness and great customer service. This is clearly false advertisement from Planet Fitness. The employees are all standing doing nothing just hanging out at the front desk. The gym doesnt even have anyone cleaning. I want to get reimburse and exit the membership without penalty fees. I have photos I took because its not getting better.

• Initial Complaint

  Date:03/04/2025

  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 NON contract monthly payment . I work as a traveler so Im often not in ******* and not interested in the gym: I noticed theyre charging me 27 per month and 51 yearly for a membership I dont use. I called the home club located at ******************************** to cancel my membership and they tell me I have to come in the home club to cancel, mind you Im in ********! Then they tell me I have to send a certified letter requesting to cancel(that isnt free) The is the most shark type, unprofessional, unethical company EVER!! Now Im calling corporate and dispute this with my bank. Im willing to close the entire account to get away from these felons.

  Business Response

  Date: 03/12/2025

  Hello ********,

  We do not handle Planet Fitness locations in *******, *** 

  We are not able to locate your information in our system along with a membership using the last name, phone number, and email address provided since the location you signed up for in ******* is not within our franchise. Each individual Planet Fitness location is independently owned and operated. This BBB website is specific to our locations that we manage only.
  
  Contacting your home club where the membership was started in ******* would be the most ideal recommendation we can make as they will have access to all of your membership details and payment information. They will be better equipped to assist with processing any cancelations or refund towards the membership.
  

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

• Initial Complaint

  Date:03/01/2025

  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.

  Making it difficult to cancel membership.

  Business Response

  Date: 03/12/2025

  Hello *****,
  
  We attempted to locate your information in our system along with a membership using the last name, phone number, and email address provided. We were unable to locate a membership in our system as any clubs in ********** are outside of our franchise. Each individual Planet Fitness location is independently owned and operated. We assist and service members located within our clubs in **************, *****, ********, ****, ******* and **********
  
  Contacting your home club where the membership was started in ********** would be the most ideal recommendation we can make as they will have access to all of your membership details and payment information. They will be better equipped to assist with processing any cancelations or refund towards the membership.
  
  Thank you,
  
  EXCELFITNESS
  Building communities through fitness
  ************************************************
  *******************************************************
  an independently owned and operated Planet Fitness franchisee with clubs in **, **, **, **, **, **, **