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Planet Fitness complaints

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4 Liberty Lane West
Hampton, NH 03842 | Get Directions

(603) 750-0001

https://www.planetfitness.com/

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Total Amount in Dispute:
$5,878.00

Total Amount Settled:
$0.00

Complaint Experience

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Complainants allege billing disputes or misunderstandings concerning contract terms and conditions such as: cancellations; renewals or moves out of the service area.~~The company responds to complaints by explaining the contract provisions or in appropriate cases by issuing credits or making refunds. The company gives adequate consideration and responds to complaints in a reasonable manner.

Complaint Closing Statistics

40 complaints against Planet Fitness closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
39	Unanswered

40 complaints against Planet Fitness

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8/24/2026

RESPONSE: Complaint was not answered Amount in Dispute: $287.07 Amount Settled: $0.00

Customer Complaint

7/29/2026

I am requesting a full refund of $287.07 due to ongoing billing issues despite multiple attempts to resolve this matter. We have two Planet Fitness memberships, one for my minor son and one for my husband. In May, we contacted the Peru location after discovering membership payments were taken from a bank account that was not authorized for those memberships. During that call, we requested both memberships be canceled. Instead of helping us, the manager was rude and directed us to a third-party company. Despite our cancellation request, we continued to be charged. In June, after additional membership, late, and annual club fees were deducted, I called again and was told no cancellation notes existed and that memberships could not be canceled by phone. I requested a refund and was told the manager would call me back, but I never received a call. Today, I contacted customer service and was only told my complaint would be escalated. I requested to speak with someone who could resolve the issue but was not provided that opportunity. My case number is 06152475. Neither my husband nor my son has used either membership since our initial cancellation request in May. I have documentation of all charges, including bank decline fees and statements, and can provide them upon request. I am requesting a full refund of $287.07. Resolution Sought I have maintained records of all charges, including membership, annual, late, and bank decline fees, as well as supporting bank statements. I respectfully request a full refund of $287.07 and a prompt review of my case. I would also like to submit a formal complaint regarding the poor customer service, lack of communication, and the handling of the cancellation and billing process. Please provide written confirmation once this matter has been resolved.

7/22/2026

RESPONSE: Complaint was not answered Amount in Dispute: $230.00 Amount Settled: $0.00

Customer Complaint

6/26/2026

They keep charging my card I have canceled my account twice they continue to take. More . The last time the manager assaulted me verbally and physically I tried to take care of it thru corporate. They said you can only take care of it in store. I just do not know what to do please help. Resolution Sought For them to stop charging me an pay back what they owe.

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