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Business Profile

Gymnasium

Planet Fitness

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Gymnasium.

Complaints

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

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    Customer Complaints Summary

    • 199 total complaints in the last 3 years.
    • 102 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/23/2025

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I went into the location on 2/23/25 to cancel my membership. I tried to speak to their GM and they dont know how to do anything. I have getting charged and they will not cancel or refund my money.

      Business Response

      Date: 07/31/2025

      Hey ****** *******, 

      Thank you for your message. As a courtesy, we cancelled your membership and you will not receive any further charges. We will also submit a refund request for the 03/17 payment and 05/17 payment as those payments were collected, the rest of the payments were reversed back to Planet Fitness and not collected. 

      If you have any further questions, please contact Member Support at ************ so we can assist you directly.
       
      Thank you,
       
      EXCELFITNESS
      Building communities through fitness
      ************************************************
      *******************************************************
      an independently owned and operated Planet Fitness franchisee with clubs in **, **, **, **, **, **, **


      Customer Answer

      Date: 07/31/2025

      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:07/17/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      When I first started at planet fitness I made the lady very aware that I am an adjuster and I would only be there 2 months due to us traveling so often. The paperwork was done and I did my two months, then cancelled. I HAVE NOT BEEN TO PLANET FITNESS IN OVER A YEAR. Through 2024 and 2025 no many how many times I cancel my account or block them from my bank account, they always switch names of accounts to bypass the block and try to charge me crazy different amounts on my card. Today I transferred $350 for an important surgery my father was supposed to have and planet fitness instantly took it out. I went to the store to see what was going on and ***** the store manager refused to refund my money back or even try to see what the situation was. I need the $350 payment back asap and I never want anything to do with planet fitness every again

      Business Response

      Date: 07/17/2025

      Hey ***** ******,

      Thank you for your message. After reviewing your account, we were unable to find any resource to validate any prior cancellation. The charge you saw is a valid charge as it was a past due balance that was owed to Planet Fitness and in this case, a refund will not be accepted. 

      If you have any further questions, please contact Member Support at ************ so we can assist you directly.
       
      Thank you,
       
      EXCELFITNESS
      Building communities through fitness
      ************************************************
      *******************************************************
      an independently owned and operated Planet Fitness franchisee with clubs in **, **, **, **, **, **, **

    • Initial Complaint

      Date:07/15/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Have sent 3 e-mails and spoken to manager regarding broken air conditioning. It is unbearably hot for the last 3 months. Have not heard from corporate about a resolution. They continue to collect fees and dues with no regard to customers health or safety.

      Business Response

      Date: 07/16/2025

      Hey (Name) , 

      Thank you for your message. Club management is aware of the issue and have placed a work order for a maintenance tech to visit the site and fix the issue.  

      If you have any further questions, please contact Member Support at ************ so we can assist you directly.
       
      Thank you,
       
      EXCELFITNESS
      Building communities through fitness
      ************************************************
      *******************************************************
      an independently owned and operated Planet Fitness franchisee with clubs in **, **, **, **, **, **, **

      Customer Answer

      Date: 07/16/2025

      Complaint: 23602937

      I am rejecting this response because:

      Have received this response from manager at location for the last 3 months. Condition has worsened, not improved.

      Regards,

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

      Business Response

      Date: 07/17/2025

      Hey ******** ******,

      Thank you for your message. Manager is aware of the situation and the location received mobile A/C units and placed them around the gym until the maintenance technician is able to fix the issue. 

      If you have any further questions, please contact Member Support at ************ so we can assist you directly.
       
      Thank you,
       
      EXCELFITNESS
      Building communities through fitness
      ************************************************
      *******************************************************
      an independently owned and operated Planet Fitness franchisee with clubs in **, **, **, **, **, **, **

      Customer Answer

      Date: 07/17/2025

      Complaint: 23602937

      I am rejecting this response because:

      You have not provided a timeline when the a/c issue will be permanently resolved. 

      Regards,

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

    • Initial Complaint

      Date:07/09/2025

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      ******************************************** is the address for the location concerning the complaint details and is where the local branch in question is located. 

      Customer Answer

      Date: 07/09/2025

      Tried to cancel my gym membership with PF well over 5 years ago and am not able to open a new account or "re-join" due to my original membership never getting cancelled on their system so they've been charging me for every month for years to an outstanding balance with them

    • Initial Complaint

      Date:07/07/2025

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      They reinstated my member ship after I told them to not reinstate unless I call to do it. Several people lied to me told me they would credit back my account .nobody called me back . I tried to talk to supervisor several times and they kept saying they are not in and we will call you . Not only did they charge my member ship but charged an extra 20 dollars .so I'm missing 50 dollars that I needed for gas and ************* I'm sitting here with no money.can you help me get my money back ?

    • Initial Complaint

      Date:07/02/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I went into ** to cancel my membership in 2024 in *********************** shortly after selling my home in that town. Someone at the front desk assisted me with cancelling my membership. I have continued to get charged the monthly membership. In ************** they charged my debit over $40 and over $50. There is no PF near my current ******* not sign up with them unless you can afford to continue to pay for a membership even after you've cancelled!!

      Business Response

      Date: 07/07/2025

      Hey ***** *****, 

      Thank you for your message. As a courtesy, we cancelled your membership and you will not receive any further charges. We were unable to find any resources to validate a prior cancellation. If you wish, you will still have access to the gym till June 16th. 

      If you have any further questions, please contact Member Support at ************ so we can assist you directly.
       
      Thank you,
       
      EXCELFITNESS
      Building communities through fitness
      ************************************************
      *******************************************************
      an independently owned and operated Planet Fitness franchisee with clubs in **, **, **, **, **, **, **


    • Initial Complaint

      Date:06/30/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I signed up for a membership last week on June 23, 2025. That day and every day forward, I have noticed that the air is out in the main gym area. There are only fans on, but that does not help cool an entire gym. This is not safe for guests, employees, or visitors. It is extremely hot outside. Guests who are paying for memberships should be able to workout in cool, central air.

      Business Response

      Date: 07/07/2025

      Hello Serenity *****,

      Thank you for your message. We reached out to the club and management has submit a maintenance request and waiting for the maintenance technician to come and check out the issue. 

      If you have any further questions, please contact Member Support at ************ so we can assist you directly.
       
      Thank you,
       
      EXCELFITNESS
      Building communities through fitness
      ************************************************
      *******************************************************
      an independently owned and operated Planet Fitness franchisee with clubs in **, **, **, **, **, **, **

    • Initial Complaint

      Date:06/29/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am reaching out because I had an unfortunate situation take place today at the following planet fitness location: ****************************************************************************** I signed my child up for the summer pass today and as I completed the registration for this specific location I received a notification that the parent could get one month for free (see screenshot attached). I attempted to accept the offer, but my internet dropped, and the website reloaded. I attempted to go back to the page but could not, so I figured I would just take the screenshot to the gym and have an associate there assist me. The associates ***** who was there advised me he knew nothing of the program despite the fact that a simple ****** search explained the promotion (screenshot attached). Given the fact that I selected this specific location when I signed my child up and I received the option to join for the free 30 days the location is clearly participating. But, even with the information and screenshots presented the associate still claimed he could do nothing about it, other than sign me up for a standard membership. Why would I do that and forfeit the free 30 days - when I mentioned this I was asked to then find the promotion link on my child's account in the planet fitness app. I explained that I had just signed up today and was unfamiliar with the app and asked for his assistance. I was then advised that they were no more knowledgeable about the app than I was. I asked if maybe I should try signing up a fictitious account so that the offer would come back up and I was walked over to a tablet to attempt to do so. As I was re-completing the summer pass application I thought, but wait if I do this my membership will be tied to this ficticious account and that might make the issue worse down the road. At that point I asked for a supervisor or team lead that could assist with the issue at hand in a proper manner and was told there were none.

    • Initial Complaint

      Date:06/27/2025

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      **********************************
      #***
      **********, **  75067

      Customer Answer

      Date: 06/27/2025

      My wife and I signed up for Planet Fitness on 5/19/24. They advised to ensure $27.11 is in our individual checking accounts on the 17th, otherwise there will be a $15.00 NSF fee. For 10 out of 12 months, they charged us each $42.11 even though the funds were available for ACH drafting. I have called and went in person for most of the membership to dispute it. Each time, someone tells me a different story such as The funds must be available on the 10th so we can draft it on the 17th. We just dealt with them overcharging us until we could cancel the contract. Our 12 months is up and we canceled last month on 5/21/25. We were advised that there will be no more charges to our accounts. Well, they just tried to debit our checking accounts AGAIN for $42.11 last night. They have been ripping us off the entire year. We do not agree to pay them anymore money because their billing system is seriously flawed. I know with 100% certainty that we both had $27.11 available in May 2025 and this is an attempt to scam vulnerable customers.

      Business Response

      Date: 07/07/2025

      Hey ****** ********, 

      Thank you for your message. As a courtesy, we cancelled your membership and your wife **** ******** and you will not receive any further charges. I went ahead and waived the past due balance for 06/17 payment for your membership and your wife **** ********** membership. 

      If you have any further questions, please contact Member Support at ************ so we can assist you directly.
       
      Thank you,
       
      EXCELFITNESS
      Building communities through fitness
      ************************************************
      *******************************************************
      an independently owned and operated Planet Fitness franchisee with clubs in **, **, **, **, **, **, **


      Customer Answer

      Date: 07/07/2025

      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:06/26/2025

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I called to cancel because I cannot get to the gym to cancel and was denied for my daughter and I instead I get charged weekly

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