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

  55 Jewelers Park Dr Ste 500 Neenah, WI 54956-0003

  
• 

  Planet Fitness - Winnipeg (South Pembina), MB

  2855 Pembina Highway Winnipeg, MB R3T 2H5

• 

  Planet Fitness

  1404 Lawrenceville Suwanee Rd Lawrenceville, GA 30043

  
• 

  Planet Fitness

  4125 Buford Dr Buford, GA 30518

  
• 

  Planet Fitness

  614 Pavilion Parkway Monroe, GA 30655

  

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:04/10/2025

  Type:Order 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.

  My gym went out of business and transferred my account without asking me over to the local planet fitness. I moved states before I realized the transactions are being taken from my account. ********************** refuses to cancel my account unless I send them a written letter with all my Planet fitness account information included. I don't have any of this information because I never signed up for this gym. All I want is for my account to be canceled that I never personally signed up for to begin with. How is this not extortion?

  

  Business Response

  Date: 04/15/2025

  Per the consumers request, the membership has been cancelled. We have attached a copy of the cancellation document. 
  

  Customer Answer

  Date: 04/15/2025

  [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: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 already made a complaint at the rancho location about Everytime from the moment I arrive at the franchise until I leave o. Constantly harassed by the workers, I'm at a different location, the ****** one and yet as my previous stated, Everytime I enter the restroom I'm constantly harassed and bothered. I'm reporting it as sexual harassment and a hate crime. Just like the other location on rancho soon as I enter the restroom here one of the male workers go along with me until the moment I leave pretending to clean or whatever and tampering with the water of the shower and banging on the walls, slamming s*** around. The water temperature went from extremely hot to freezing cold back and forth the whole time and the worker was in the restroom with me the whole duration of my shower "cleaning" just like the other location I wrote the same complaint. Everytime I enter the restroom the worker stays in their with me my whole shower but I don't recall asking for a ****** or guard. And then the **** is ******** with as well. It keeps booting on and off as of a switch is being flickered and someone was going through my phone on the wifi and certain sites and suggestions were popping up in the autopredict suggestions on the keyboard and searches.

  

  Business Response

  Date: 03/28/2025

  In response to complaint ********, we are having issues locating the account. Can the consumer provide the phone number associated with the account? We would like to look into this as we take member's safety very serious. 

   

  Thank you,

• Initial Complaint

  Date:03/26/2025

  Type:Service or Repair 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.

  My husband (***** ******) and I became Planet Fitness members on 1/7/2025. We decided to cancel our membership on 2/21/25 knowing that our relocation would cause us to be too far away from the club. Cancelling on 2/21 would also allow us to avoid the annual fee of $50 per membership. We wanted to cancel at this time to avoid the annual fee since we cannot continue to use the club for at least the next 9 months. I called and verified they received mail but had to open it yet. The contract states:To cancel your monthly membership and stop the billing of the Monthly Membership Fee, the club must receive written notification from you delivered to the club by the 10th of the month either in person or preferably via mail to the club address listed above. Please note it may take up to seven (7) business days for any membership or billing changes to take effect. In order to cancel your membership prior to the billing of the Annual Membership Fee, the club requires written notice from you delivered as described above no later than the 25th of the month before such billing.I called the club 8 times in total. I also emailed several times in hopes someone could answer my questions. I was told they saw the emails - but to this day still have not gotten a response. The first several times I was told that there was a stack of mail that has not been gone through. I was repeatedly told I would be called back. I was also hung up on and lied to. I was told I would be refunded, but continue to be sent in circles by staff, the club manager, & assistant manager. The contact clearly states these dates, however this club does not adhere to their own contract. Not only were we charged the annual fee of $50 per membership, but also charged for March dues at $25 each when we cancelled back in February using written notice, as the contact recommends.

  

  Business Response

  Date: 04/09/2025

  Upon reviewing the consumers accounts, there was a check-in by both members on the date the letter was allegedly sent. There were also additional check-ins after that date. Screenshots have been included. The memberships could have been cancelled in the club at the time of any of those visits. We will not be processing a refund for the annual fees; however, we are willing to refund the March dues as a courtesy. Please provide a current mailing address so we can submit the refund. 

  Customer Answer

  Date: 04/10/2025

  [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.  I would recommend this company update their contract if the preferred method of cancellation is in-person. I was told a written cancellation was preferred when I asked the front desk, so did not ask questions. However, planet fitness does not open their mail and I did not know it was not cancelled until I continued to be charged. I called as soon as I noticed to clear up the issue, but was sent in circles. Both phone calls and emails were not returned. If I had the energy and time, I would take this further. Rather, I will be sure to continue to pass this information along to everyone I know so they stay away from this club, as ** does not stand for their own contract.
  
  Regards,
  
  ******** ******
  

• Initial Complaint

  Date:03/05/2025

  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'm extremely hurt by the injustice and disrespectful behavior of the Regional Manager of Planet Fitness who chose to make no contact with me whatsoever about cancelling my fitness membership. I wasn't given any warning prior to my cancellation. I wasn't informed by any staff members that there were people complaining about my interactions with them regarding their poor conduct in the fitness center. I was made aware that the staff was secretly monitoring my behavior and used it to build a case against me to get my membership cancelled. Some instances when I demanded some explanation for their decision was my encounters with people when I'm simply asking for when they would be finished using the machine of which within the facility I was using often had only one of. My question was "how many sets do you have?" This question is common language if you have been working out with training and understanding that this is common in the fitness industry. It's not common for someone to take offense to the question unless they have never worked out before or received any training. It's unfair to judge my conduct as being offensive when you don't understand. People within the fitness center were often breaking the rules by having loud conversations with people on the phone and sitting on machines with their cellphones texting and browsing when there's a limited amount equipment and no consideration for people that maybe waiting for them to stop messing around! When I would speak up about the continued rude behavior it appears that the offender registered a complaint and I was then placed on a target list by the staff. I've had encountered individuals in the gym who were blatantly disrespectful and I never complained to staff about anyone. I don't believe in behaving like a child because I don't like someone holding me accountable for my behavior. I have more things I would like to address and I would be happy to explain what actually happened in each one of their claims.

  

  Business Response

  Date: 03/13/2025

  Due to the documentation on the account, the decision to ban the member will stand. We will process a refund for the last monthly ******* can take up to 2 weeks for the refund to process. 

  Customer Answer

  Date: 03/14/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  It's still unfair it's a blatant and disrespectful amount of nonsense to communicate about me and document a one sided observation of my behavior within a work out facility where rules are in place and ineffective staff do nothing to enforce them nor advise a member if someone is complaining about them! No one SPOKE TO ME! NO ONE ADVISED ME THAT THERE WERE CONCERNS OR COMPLAINTS ABOUT ME! NO ONE CALLED OR MADE ANY contact with me! IF I WAS MADE AWARE THEN I WOULD HAVE TRANSFERRED TO A DIFFERENT LOCATION TO AVOID THE CONSTANTLY HOSTILE ENVIRONMENT. I WANT MY BLACK CARD MEMBERSHIP REINSTATED TO BE ABLE TO WORKOUT ELSEWHERE I HAVE NO DESIRE TO RETURN TO THE FLAMINGO LOCATION. WHERE ALL THE PROBLEMS WERE.
  
  Regards,
  
  ****** ********

  

  Business Response

  Date: 04/11/2025

  After thoroughly reviewing the details of the case, including your previous correspondence and the direct communication with our District Manager, we believe all appropriate steps have been taken to address the concerns in a fair and timely manner.

  Based on the history of interactions at our facility, we stand by our decision and believe the issue has been handled in accordance with our companys policies and values.

  At this time, we respectfully request that this case be considered closed. Should you have any future concerns, we remain committed to providing a safe and respectful environment for all members and will continue to uphold our standards of service.

   

• Initial Complaint

  Date:03/05/2025

  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.

  There are charges on my bank statements whereby I did not authorize. I don't know when this got started but I have never used this membership nor have a stepped foot into any facility. I am requesting cancellation but am told I need to inconveniently go to a local facility to cancel. Which facility is mine? How can I know which one if I did not start this membership? Also I am being told according to an agreement I have no clue about that the $49 is charged annually around 2/25 but by 3/1. How am i supposed to know this if I am not using your gyms/membership. I would like this resolved by Planet Fitness cancelling this membership immediately as well as a refund for any monthly and annual fees that go back to the start, I am guessing it could be about 3 yrs. They should be able to see that I have never used this membership and how long this has been in place. I was not successful trying to find my account on line with them. Thank you. *****

  

  Business Response

  Date: 03/13/2025

  The membership was created online for **** ***** on 01/31/2024. We have attached the agreement, which has electronic signatures from the consumer authorizing these charges. The membership was cancelled on 03/07/2025; we have attached a copy of this as well. 

  Customer Answer

  Date: 03/14/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed 

  I have also requested a refund for this time period as she never used it and I have been charged fees, annuallly and monthly. This claim is not resolved until the refund has been sent to me. Thank you!  *****

  
  Regards,
  
  ***** *****

  

  Business Response

  Date: 03/17/2025

  The membership was created online and has all the proper electronic signatures. Due to this we are unable to process a refund. The consumer should file fraud with their bank if this account was created without their knowledge. 

  Customer Answer

  Date: 03/18/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed 

  This is not an acceptable resolution. I do expect some sort of refund to make this acceptable.
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:03/04/2025

  Type:Sales and Advertising 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 filed a complaint with the BBB, complaint #********, and received a cancellation notice that showed my membership had been cancelled and that I owed a 0 balance however yesterday they tried to charge me almost $250.00. I called and spoke to ****, and emailed her the document and she indicated my membership had not cancelled yet and she was unable to waive any fees despite emailing her the cancellation document showing a 0 balance. I am not sure what is going on but I thought this was resolved under the last complaint that I filed.

  

  Business Response

  Date: 03/13/2025

  It appears there was a system error when processing the cancellation. We have waived the balance to prevent any future attempts at billing. We apologize for the inconvenience. 

• Initial Complaint

  Date:03/03/2025

  Type:Service or Repair 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 December 4, 2024 I called to cancel membership and spoke with ******. She told me I had to go in to cancel. I told her I moved 2 hours away and could not drive there just to cancel. She told me to mail a letter to cancel and gave me the address to the ************ there. I included my name, address, email and phone number. I went to the post office and mailed the letter the next day, Dec 5, 2024. Saturday March 1st 2025 PF Southgate charged $121.63 to my account. I called ** and spoke to *****. I gave him my info to look up my account. He told me ****** is no longer there. The new manager is ******. There was a lot of changes and new staff. He told me they probably got the letter and did not handle the cancellation and/or mail was thrown away during the changes. He told me things were not being handled properly so staff was replaced. He apologized and made sure my account was canceled. He told me he has no access to billing and to call billing to be reimbursed. I called billing and explained and was told that they do not refund. She told me to go into ** where I joined and talk to them to put in a request for a reimbursement. I explained again that I live too far to go into that PF. Thats why I mailed the letter originally. She told me to go to the ** in my current area and have them put in the request. I spoke to ****** at my area PF and he told me I need to go the home ** where I joined. Im getting the run arounds now. Planet Fitness ********* took my $121.63 unauthorized. I should not have to pay for staffs mishandling and poor service. Please reimburse my money.

  

  Business Response

  Date: 03/13/2025

  A refund for the requested amount has been approved.Please confirm the mailing address, as the refund may be sent via check. Once we receive the address, the refund will be submitted.

  Customer Answer

  Date: 03/14/2025

  Mailing address for refund:

  ****** Robertson 

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

  
  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:02/18/2025

  Type:Service or Repair 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 canceled in person years again when i was no longer living in ***********, they have been charging me monthly for almost a yer since then. I requested a refund from my bank and they wont reissue me a credit because their billing bank says they have proof i have continued to authorize it, i havent been to a planet fitness in years and i currently live in ****************.

  

  Business Response

  Date: 02/22/2025

  Per the documents in the account, a cancellation occurred on 03/23/2022. However, the membership was reopened on 04/05/2022. We have attached a copy of the agreement. The next document on file is a freeze form, which began on 05/28/2022, which states the monthly fees would be reactivated on 10/17/2022. We have attached a copy of the freeze form as well. That is the last document we have on file regarding any changes being made to the membership. We have processed a courtesy cancellation, but unless proof of an additional cancellation taking place can be provided, we are unable to process a refund. 

  Customer Answer

  Date: 02/25/2025

  [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. As long as they have 'courtesy canceled' i am fine with it because i have reached out prior making this complaint and they wouldn't assist in me canceling it, so thank you.
  
  Regards,
  
  ****** ******
  

• Initial Complaint

  Date:02/16/2025

  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.

  Everytime I go to planet fitness Im being harassed.

  

  Business Response

  Date: 02/22/2025

  We will be working with the Regional Manager and Director on this. Can you please provide additional information? Which location is this occurring at? Is it the same employee each time? Any other information that could be provided will be helpful as we look into this for you. 

• Initial Complaint

  Date:02/13/2025

  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 signed up for a membership online, it stated that my start up fees were $4.00. I paid the $4 dollars, then 2 days later they charged my account the full membership fee. It does not state clearly when you sign up that you are paying a prorated fee and that full membership fee will be charged in that same month. I would recommend in the future for people that sign up online for a representative to call and explain thoroughly what was signed up for and to set clear expectations. I paid the fee and then a month and a half later I got charged a $50 annual fee having only been a member for 2 months. I called the location, the representative explained the process and I asked for my membership to be cancelled at that time because I couldn't understand why I was being charged an annual fee after only 2 months. Currently they are still trying to charge me for my membership and the annual fee in the amount of $180.00 and have not cancelled my membership. I called and spoke to **** who stated that she was the manager and was told that I was responsible for the past due charges and in order to cancel my membership I had to come in or send a certified letter. I have not been to the gym and do not feel like I should be responsible for the annual fee, or the membership charges incurred after that. I had many questions about why I am charged an annual fee after only 2 months of being a member, **** told me that was corporate policy, and I asked how I get in contact with the corporate office, and she told me to ******* it" and refused to give me the information. I have no problem googling things however the corporate information online just directs you back to the local planet fitness location and she was well aware that was the case as she informed me it would do that. This is not a good customer service practice, and I could not believe that was the response that she gave me. Finally, I mentioned the *** click to cancel rule, and she said that only applies to certain states.

  

  Business Response

  Date: 02/14/2025

  We have attached a copy of the agreement. Per the agreement,the initial amount paid on 10/13/2024 was the start-up fee and prorated first month. It goes on to state that the monthly membership fee is billed to the account on or around the 17th of the month beginning 10/17/2024; and the monthly membership fee will be $24.99 per month plus applicable taxes. It also states the annual membership fee will be billed on or around the 1st beginning on 12/01/2024 for $49.00 plus applicable taxes. All fees and due dates were explained in the agreement at the time the membership was created.
  Additionally, the agreement states to cancel the membership and stop the payments, the club must receive a written request either by stopping into the location or sending a letter through the mail. The agreement also states that you are required to pay the dues even if you do not use the facilities. We have cancelled the membership as a courtesy, and the balance will remain on the account, should the consumer wish to rejoin in the future.  

  Customer Answer

  Date: 02/14/2025

  [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,
  
  ***** ******