Complaints

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

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  Planet Fitness (Headquarters)

  4 Liberty Ln W Hampton, NH 03842-1704

• 

  Planet Fitness (Headquarters)

  306 N. Main Street, Suite 7 Rochester, NH 03867

• 

  Planet Fitness (Headquarters)

  15-17 Freetown Rd Raymond, NH 03077-2358

• 

  Planet Fitness (Headquarters)

  736 Huse Rd Manchester, NH 03103

• 

  Planet Fitness (Headquarters)

  553 S. Mast Road Suite B-113 Goffstown, NH 03045

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:07/15/2025

  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 asked to cancel my membership on three different occasions due to medical reasons. I went to the planter fitness center on ************ and spoke with a manager. My account was still active and being charged. I found out that the manager had passed away. I called and spoke with someone and told them a they said nothing I could do about it. I called my bank and told them and the bank manager said that he personally went through this and filed. I went to ** and requested my account stopped . The very next day my account was charged ***** an over drawn my account. They took money from me for a year and I didnt not use their services. I want my money back.

  Business Response

  Date: 07/16/2025

  I spoke with ***** ******* via a phone call at 12:15PM on Wednesday, July 16th, 2025. I discussed with her complaint by letting her know what I was aware of through both her membership and her BBB complaint. She explained the situation she was in when she claims to have canceled her membership. I made her aware there are no notes or documents that show she attempted to cancel when she claimed. I let her know that due to this, I have no way of confirming her claims. Her membership was officially canceled on June 2nd, 2025, the same day she was charged her annual fee. Due to her situation I told her I would refer back to section 8A of our agreement, which states:

  You have full control over the payment authorization and can stop it at any time by notifying Planet Fitness as set forth on the front page of this agreement. You are responsible for notifying your bank or credit card company of any error that appears on your statement in a timely manner. You must notify Planet Fitness within 60 days of a claimed error on your statement.

  I told her that there is no evidence of an error on our end and due to time passed of the claimed cancelation, I am limited in ways to confirm her claim. I told her that although we are not obligated to, I would grant her a refund of her last 60 days which ultimately came to $74.35. She claimed she would potentially follow-up with the BBB due to wanting all of her money back from her claimed cancelation date. I told her that is well within her rights, but this is the final result I'm willing to come to at this time. She ultimately thanked me and claimed that receiving some of her desired money back was better than none.

  I created a refund request for $74.35 and emailed her confirmed email account with a recap of my conclusion, as well as to give her an easier channel of communication with me.

  Customer Answer

  Date: 07/16/2025

   
  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.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:06/16/2025

  Type:Product 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.

  To Whom It May Concern,I am filing a complaint against Planet Fitness. I was a member for 10 years at the ******* location. In late May 2025, I moved out of ********** to ******* and during my last visit at the club in *******, I was directed to the ****** site to cancel the membership. I attempted to cancel my membership online as instructed by Hoboken Planet Fitness staff. On May 31, I accessed the cancellation section of their website, but I never received an email confirmation of cancellation, but did not think much of it. On June 2, I was charged $52.25 for an annual membership fee. I immediately contacted Planet Fitness, explained the situation, including my relocation and financial hardship (unemployed for the past two years, but was told the fee could not be refunded because the system still showed my account as active.I have since disputed the charge with my bank. Planet Fitness continues to call and text me to collect the fee, -On 6/11 I sent an email to their executives asking for their assistance.-On 6/12 I received a call from PF, thinking it was their C team calling me back with an amiable resolution, I answered the call to find out that not only they were unwilling to help me, on top they added a $15 late fee to my account. Which now brings the dispute to ***** USD.-Meanwhile I receive an email telling how sorry they are to let me go and inviting me to continue visit the club until June 16th, date of expiration of my contract I imagine.Had the Hoboken staff been helpful before May 24th date at which I moved or during my last visit at the club, I would not be in this uncomfortable position. I am requesting a full refund of the annual fee and late fee charged, and a formal acknowledgment that my membership is cancelled without further attempts to collect.Thank you for your help.

  Customer Answer

  Date: 06/17/2025

  Planet Fitness Hoboken
  ********************br>*****************

  Customer Answer

  Date: 06/18/2025

  I thought I sent you the name and address of the home club, but here it is:
  Planet Fitness ***************;Address: ************************************
  Phone: **************

  Thank you.

• Initial Complaint

  Date:06/11/2025

  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 went to cancel my account because I didn't have transportation to get there online because or the new click and cancel law and there was nothing in the app. Called and was told I had to come in to cancel. Finally was able to get into the store and canceled and was told I wouldn't be charged for the next month and they still charged me and overdraft my account and was told it wouldn't come out by the employee. Then just called and the person told me you need to go to the ACTUAL website and log in there even though they push the app, esp since you need to sign in with the app and that the agreement says to have 7 days notice of cancelation even though I verified with the employee when I went in and talked to them. They are 100% skirting the rules and regulations and taking advantage. I have paid for like a year without going in. I just want this settled and they are not willing to understand wrong doing.

  Customer Answer

  Date: 07/20/2025

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

  Is the address. They encourage use of the app, even to log into the gym.when you go, thats where the cancel thing should be but its hidden. I had even asked one of the workers and even the worker that disconnected me that day said it wouldn't charge me

  Business Response

  Date: 07/21/2025

  It does not show that we have any notes of ******* making an attempt to contact management at the club regarding his issue, and there have been multiple lapses in usage which would not affect the payments due to be drafted. Click to cancel option is and has been available on ******************************. The signed membership document shows that ******* agreed to the terms and conditions of cancelation and billing, and his cancelation document shows the membership not being canceled until after the billing cycle was processed. I have tried to reach out to ******* on 7-21 to address this with no response, however no refund will be processed due to no fault on Planet Fitness behalf.

  Customer Answer

  Date: 07/21/2025

  Company contacted me, missed the call, then i called back. Manager asked me what was wrong and I explained and she just kept saying we dont use the app, its not used all the time but you HAVE to use the app to go into the gym, then she started getting attitude with me and told me I was wrong and they shouldn't rightfully have the cancelation button in the app. I had called in months ago because I didn't have transportation, to cancel and that told me the only way was to come in. Finally got a way around and canceled before my draft day and the *** told me it wouldn't be taken out. I have been subscribed for a long time and havent gone for over a year and a half for health reasons, paid those fees not looking for that back just the amount I should be owed for recent issues.

  Business Response

  Date: 07/21/2025

  I spoke with ******* today and he mentioned that I was the person he spoke to when he called the club to inquire about the click to cancel option. He stated his grievance is with the company "requiring" everyone to have/use the app but not having a click to cancel option on it. I apologized for the inconvenience and assured him we don't require anyone to use the app unwillingly as physical key tags are an option.

• Initial Complaint

  Date:06/04/2025

  Type:Service or Repair 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.

  Im requesting all money back that I paid to this business and for my time and inconvenience If we cant resolve I do have a lawyer thats willing to take this case at no upfront cost because this is pure reckless endangerment putting me at risk for perversion and peeping *** I knew since my first time coming to planet fitness something wasnt right not only at other facilities but it also at my home gym this has scared me Im not joining no more gyms I just want my money back and cancel this entire membership

  Customer Answer

  Date: 06/04/2025

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

• Initial Complaint

  Date:05/22/2025

  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.

  Planet Fitness will not allow me to cancel my membership. I moved to another state and have been trying to cancel my membership as I do not have one near me. I was told I need to submit a letter in writing and mail it to cancel. I continue to be charged despite going to numerous locations trying to cancel. They continue to bill me for over 2 years despite me trying to cancel. They are purposely not letting me cancel my membership so they can continue to collect money. It feels like such a scam.

  Customer Answer

  Date: 05/22/2025

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

• Initial Complaint

  Date:05/21/2025

  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.

  Attempted to cancel back in August. Was reassured by manager at the time that it was okay to cancel over the phone due to moving and having issues at the time. Was reassured by other workers and other former gym members they make exceptions.Contacted corporate around April due to messages about payment failing-concerned they still had my information and that I had not actually cancelled. Member assured me my account no longer existed. Have continuously been charged and attempted to be charged for accounts. Manager has not replied-though front desk has attempted to be helpful. Corporate number was horrifically unhelpful, rude, combative. Corporate assistance number claims they do not have record of call in April. Still have been unable to cancel. Not asking for refund. Asking for explanations as to why I was lied to by corporate or why they do not have consistent records. Asking for account to be wiped and canceled after 7 months of believing it was.

  Customer Answer

  Date: 05/21/2025

  Here is the address *******************************************;

  Business Response

  Date: 05/29/2025

  Reached out to ******* to discuss the matter by phone and email today. Wanted to discuss matter and apologize for inconvenience. I read that she wanted to Cancel the membership, so i also went ahead and cancelled and sent a copy of the cancellation to the email listed here. 

• Initial Complaint

  Date:05/21/2025

  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 recently signed up for the black card for 24.99$ a month, I went to check the next day and now there is a deal for 19.99$ a month until May 26th. I tried to talk to the front desk at my location but they knew nothing about it. I have a screenshot from the website for the price I can send to whoever responds to this. Will I be able to get the ***** **** down since the deal came the day after I signed up?

  Business Response

  Date: 05/22/2025

  Management reached out and had a pleasant conversation with this member about the difference in price. It was explained that we are running a special offer for our new coming soon in the area and that she was welcome to join at that rate for that specific location which she chose to do so.

• Initial Complaint

  Date:05/20/2025

  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.

  Money was taking from my account since April 2025 through May 2025 2-3 times, from this organization. My son is a minor under 17 so he's not able to attend without the parent approval I'm the only parent. Bank overdraft his multi-times.

  Customer Answer

  Date: 05/22/2025

  PLANET FITNESS

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

• Initial Complaint

  Date:05/15/2025

  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.

  Complaint Regarding Associate at Store #***** Improper Handling of Black Card Member Benefits Dear Planet Fitness Management,I am writing to formally file a complaint regarding an unpleasant experience I had at your location, Store #*****, with an associate named *** or **** on Wed 14, 2025 around 5:59 PM- 6:00 PM. I am a Black Card Member, and during my visit, I was utilizing the HydroMassage therapy bed as part of my regular post-workout routine. I had previously been informed by the associate who helped me sign up that I could use the HydroMassage bed again after allowing it to reset or warm up, which aligns with my expectations as a paying member.However, the associate in question told me that I was not allowed to restart or use the bed more than once, dismissing what I had been told by the original staff during sign-up. He claimed that those employees did not know what they were talking about and made it very clear that this would be the only time he would allow it to happen.His tone was disrespectful and dismissive, and rather than trying to provide a resolution or clarification, he was quick to suggest canceling my membership, which I found highly unprofessional and unacceptableespecially considering I had just scheduled personal training sessions and had every intention of continuing to use the facility.I believe that as a paying Black Card Member, I should be treated with respect, transparency, and consistency regarding member benefits. The behavior I experienced was not only unwelcoming, but it also damaged my trust in the service I was promised when I signed up.I respectfully ask that this matter be reviewed, and that staff at Store #***** receive additional training on customer service and clear communication of membership benefits. I also ask for clarification on the official policy regarding HydroMassage bed usage for Black Card members.Thank you for your time and attention to this matter. I look forward to your response and a resolution.

  Customer Answer

  Date: 05/15/2025

  ********** location in ************;

  Business Response

  Date: 05/27/2025

  Thank you for bringing your concerns to our attention, and we sincerely apologize for the experience you encountered during your visit to our ********** location. We strive to create a welcoming and respectful environment for all Planet Fitness members, and we regret that your interaction with our staff did not reflect these values.

  Upon receiving your feedback, our management team immediately addressed the matter internally. The associate involved has been spoken to, and the full team has been retrained on Black Card Spa benefits, including proper protocols and member communication expectations. We have also reinforced the importance of delivering courteous and professional service at all times.

  Additionally, our management team followed up with this member directly to apologize for the discomfort and lessened experience they had. We understand the importance of feeling respected and valued, especially as a loyal Black Card Member, and we want to assure them that this situation has been taken seriously and will be resolved accordingly.

  To clarify, Black Card Members are permitted to use the HydroMassage beds an unlimited amount of times during a visit, as long as no other members are waiting or scheduled to use the equipment. Members are welcome to schedule additional sessions through the kiosk and wait for the next available time slot during peak hours.
  

  Thank you again for your feedback and for giving us the opportunity to improve. We appreciate your continued membership and look forward to supporting your fitness journey.

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

  Manager, Regional Operations

• Initial Complaint

  Date:05/15/2025

  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.

  This is a formal complaint for wrongful debit practices by Planet Fitness for membership located at ***********************************. The membership # ********** was established ********* fees should be $16.05 for monthly dues and $52.43 for the annual fee. On March3, 2025 a withdrawal was made for $31.03 On April 22, 2025 a withdrawal was made for $31.05 On May 6, 2025 a withdrawal of $52.43 was made Calls were made onApril 29th and April 30, 2025 at ************ to ask why the membership was not being charged through the checking account, and instead ********************** resorted to debiting the checking account number provided (belonging to **** *****) and imposing a late fee of $15.00. After an extended hold, I was informed that my bank was not processing the payment using the checking account number. Upon calling the bank, they confirmed that at no time had an attempt been made to debit the checking account. Instead, the payment was made using my debit card and the late fee tagged on. I have attached the chat conversation with Space Coast which indicates that: "We don't know why it would been been denied then. There is no reason for it to be denied on our end since your account was positive the whole month of March and April." The banking information has been provided twice. The bank has been contacted and as evidenced in the conversation attached, has confirmed that they have not received a request for payment using the checking account number. As a result of this experience, the membership was cancelled on 5/5/2025. I was informed that if I wanted to reinstate the account, the annual fee would be due. Instead, today on May 6th, 2025 the fee was again debited from my debit card not my checking account, and a late fee tagged on. Note that the membership had been cancelled. Planet Fitness has been unable to provide answers.Upon researching BBB and other contact information for CEO's,

  Business Response

  Date: 05/27/2025

  Good ************************************** manager made contact with member on 5.15 to resolve the issue. I have attempted to call member today at 10:15 to confirm this has been done and will follow up if needed!