Complaints

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

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Planet Fitness - Taymax Owned has 108 locations, listed below.

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• 

  Planet Fitness - Taymax Owned

  27 Northwestern Dr STE 2 Salem, NH 03079-4844

• 

  Planet Fitness - Taymax Owned

  11660 Keleket Dr Unit Frnt Pittsburgh, PA 15235-3327

• 

  Planet Fitness - Taymax Owned

  444 Yonge St Toronto, ON M5B 2H4

• 

  Planet Fitness

  1025 S Main St Ste B Red Bluff, CA 96080

• 

  Planet Fitness - Taymax Owned

  80 Mapleton Rd Moncton, NB E1C 7W8

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:06/06/2025

  Type:Order 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 have been a black card member at the Planet Fitness in ********, ** since 11/01/2022. Per my membership agreement, I am supposed to be able to transfer my membership to other Planet Fitness locations. My agreement says, If you are a monthly member, you can transfer membership from your home club to another club provided you are current on your monthly dues and have been a member for at least 90 days. Prepaid memberships are not transferable. A transfer fee may apply. I have never been behind on any monthly payments for my membership and I have been a member for more than 90 days. I also do not have a prepaid membership. I have been trying, unsuccessfully, since September of 2024 to transfer my membership from the ********, ** location to the location in ***********, **. I have called both gyms multiple times to try and figure out how to complete the process. Planet Fitness has an online transfer page that does not work. I have tried to use it multiple times to complete the transfer and keep getting an error telling me that I need to come back and try again later. The gyms keep telling me that I have to complete the transfer on a very specific date of the month, which I have tried. It has now been almost 8 months and I am still unable to transfer my membership, as outlined in my membership agreement with the gym.

  Customer Answer

  Date: 06/06/2025

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

  Business Response

  Date: 06/11/2025

  First, I would like to apologize for the transfer issue as I know how frustrating this has been.
  As an update on the membership transfer survey that has been ongoing, despite several in-club attempts, the club reached out to our partnering services via email last Friday and is currently waiting on their assistance.
  To assist, I also sent a follow-up email directly and attempted to process the transfer myself on the clubs behalf. While the system allows us to go through all required steps, the final transfer fails for reasons that remain unclear. This issue appears to be isolated to this specific account, as we havent seen similar problems reported with other transfers.
  Weve remained in communication with the member, who has also tried multiple times on their own without success. Im expecting a resolution sooner than later.
  I want to thank the member for being so kind and patient throughout this process and we look forward resolving this for him.

• Initial Complaint

  Date:06/01/2025

  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.

  On May the 17th, Planet Fitness of ********, located at ********************************** withdrew a SECOND annual fee for $53.28 from my account. The annual charges are deducted every October for all members. Then an additional $81.72 in charges billing was added to my account at the same time. When I called the manager, ****** *********, she stated the second annual fee would be refunded in a couple weeks but she would not change that additional monthly charges that were never mine. The monthly charge pay for the past 9 months was $29.95. Someone added that additional monthly charge. I did file a complain #********, with the Planet Corporate home office *************, opt. #3) after talking with the manager. Please assist with correcting my monthly fees and refunding my annual fee.

  Business Response

  Date: 05/29/2025

  Hello, this is the Better Business Bureau account belonging to the ********************* Planet Fitness Franchise. We do not own the location in question. The location in question belongs to the Taymax franchise. We do not have any access to this members account. I suggest closing this case and reopening with the correct location. I apologize for the inconvenience and hope you are able to get the problem solved!

  Business Response

  Date: 06/02/2025

  Hello, I, ****** *********, spoke with the member ****** *** about her account as she was having double charges coming out. I told her that I would refund those charges back to her account and she should see that reflect accordingly. Right after I spoke with her, I ended up getting very sick and was out of work for roughly two weeks so I was unable to submit the refund. I spoke with her today and apologized for the delay but I told her that I submitted her refund today and she should see that reflect in her account within the next 5-7 business days. She was very happy I called and said not to worry about the misunderstanding. She said she would keep an eye out for the refund. Thank you.

• Initial Complaint

  Date:05/21/2025

  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.

  Planet Fitness is in violation of 16 CFR Part 425: Negative Option Rule, passed by the *** 15 November 2024 in particular: There always has to be a way to cancel thats as quick and easy as it was to sign up.Sign up online? Click to cancel.Signed up in person? Cancel online or over the phone.? Violators can be liable for redress and civil ************ Planet Fitness at this location does not currently offer an option that is always available that is as quick and easy as it was for me to sign up online, they remain in violation of 16 CFR Part 425 more than 180 days of passing the amendment. I am seeking an easy way to cancel my reoccurring membership online, as I had signed up for the membership initially online, now that this CFR is in effect to protect consumers in cases exactly like this. Planet Fitness is intentionally remaining to make it difficult to cancel memberships signed up for online, by requiring written physical writing or in person writing to the physical location within 180 days of amendment of 16 CFR Part 425, when it became enforceable.

  Customer Answer

  Date: 05/21/2025

  Planet Fitness

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

  Enterprise, AL 36330

  Business Response

  Date: 05/23/2025

  I have reached out to this customer and have left a detailed voicemail on the ways he may cancel his membership. We have 3 options for cancelling that include online, in person, or thru certified letter. I have given the steps on his voicemail of how to access online and how to cancel his membership online. 

  Customer Answer

  Date: 05/23/2025

   
  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:05/13/2025

  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.

  Was charged for a item that I did not purchase.

  Business Response

  Date: 05/29/2025

  I spoke to this member, and he states he was not actually charged for anything. He states he received an email stating he had purchased something while he was working out and he got concerned. I gave him my direct contact information and let him know he can contact me anytime with any concerns. Member was not charged on either of his payment methods so there is nothing we need to do to reverse any charges.  

• Initial Complaint

  Date:04/03/2025

  Type:Facilities 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 have been a member at this gym since 2020. When I signed up I was offered the standard rate and 24/7 access to the gym minus certain holidays or special exemptions.Recently the gym has changed its hours drastically impacting the value of the service. The price, however, has remained the same. I am being forced to pay the same price for ~20% less than I signed up for when I signed my contract. I am now being strong-armed into a black card membership (even more money) if I want to work out with a friend or my significant other. Id like to simply pay my partners gym membership but then I am responsible for DOUBLE the annual fee. All of the above is ridiculous and when you have members that sign a contract you cannot simply change your hours and reduce the value because of mistakes made at other gyms. As a longstanding member I would like the value in what I originally signed up for to be rectified. I would like to use the gym Ive payed a substantial amount of money to contractually have access to during the times i typically would do so, being Saturday evenings. If not Id at least like to be able to work out with a partner without being roped into a more expensive subscription.

  Customer Answer

  Date: 04/03/2025

  Address of business is as follows

   

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

  Thank you

• Initial Complaint

  Date:04/02/2025

  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 am filing a complaint against Planet Fitness for the unauthorized charges on my membership, and failure to cancel my membership as requested.On March 21, 2025, I noticed I had unauthorized charges on my bank statements, resulting in a total charge of $257.14. I immediately contacted the gym management in person, who informed me that the issue was due to a system failure. Also, they refused to cancel my membership at that time. I was told that the issue would be resolved by April 1, 2025.On April 1, 2025, I followed up with the gym by phone, and I was once again told that my membership would not be canceled unless I paid additional fees. This is unacceptable, as I have provided all necessary information to cancel my membership in writing, and I am being unjustly charged fees and late fees for a service I am no longer utilizing.I am requesting a full refund of the $257.14 and the immediate cancellation of my membership without any additional fees. I would appreciate your assistance in resolving this matter immediately.

  Business Response

  Date: 04/03/2025

  Hello, 

  I have attached Shobi's agreement that states how late fees work and that they are non -refundable, this was E-signed by Shobi upon signing up.  I have also added the notes on file that the team added following the visits from Shobi discussing her account.  In one of the notes, it states that Shobi's understands that the late fees are not re-fundable.  Lastly, I have attached Shobi's invoicing proving that there was no theft or unaccounted payments taken from her account.  I have gone ahead and cancelled Shobi's account so she will no longer collect gym fees and late fees however, this will not prevent her from going into collections.

   

  Kind regards, 

  Breanne

  Customer Answer

  Date: 04/06/2025

   
  Complaint: 23148295
  
  I do not accept the business's response as a resolution to my complaint because: [I am disputing the charges and collections actions initiated by Planet Fitness.
  As per the Dues, Fees, Charges & Taxes section of the agreement, specifically under clause 8) Payment Authorization, it is stated that I have full control over payment authorization and can stop it at any time by notifying Planet Fitness as set forth on the front page of the agreement.
  Despite multiple attempts to cancel my membership in accordance with this clause, Planet Fitness failed to honor my cancellation request. I visited the location in person three times, during which I was told the system was down. Staff took down my name on paper but never followed through with the cancellation. I also made several phone calls to cancel, all of which were ignored or unprocessed.
  It was only after I filed a complaint with the Better Business Bureau (BBB) that my membership was finally canceleddemonstrating that my earlier attempts were not acknowledged or acted upon in good faith.
  Planet Fitnesss failure to process my cancellation appears to be a deliberate attempt to accrue unjust late fees and charges. Therefore, I dispute any charges incurred after my initial cancellation efforts and assert that Planet Fitness has no legal or ethical grounds to send this matter to collections.
  I request immediate correction of this issue and removal of any associated collections or derogatory marks from my credit history. Please provide written confirmation that this matter has been fully resolved.]
  
  Sincerely,
  
  Shobi Navaranchan

• Initial Complaint

  Date:03/26/2025

  Type:Product 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 my membership and was told by the Area Director that my reimbursement for the annual fee was processed on 3/6. I was told it would take 7-10 days. I have not been reimbursed and my texts &emails asking for an update are now being ignored.

  Customer Answer

  Date: 03/26/2025

  ****************************
  **********, **  15205
  
  

  Business Response

  Date: 04/01/2025

  The initial problem stemmed from our 3rd party vendor (*************) who handles our billing and refunds.  The initial refund request was indeed sent on 3/6/25.  There were 2 additional follow up emails to them as well that were all not responded too.  I informed this member of the email thread and sent him an email showing my attempts to contact them.  I finally was able to contact ************* on 3/27/25, and the refund was processed.  There is a processing period of 7-10 business days for the amount to show in his account.  I forwarded a screen s*** of his account notating the refund was executed on 3/27/25 for proof.

  I attempted to partner with this individual and process this refund (which is actually $49.00 not $50.00 as listed above in complaint) request which was from him cancelling his account.  Per the contract he signed, he did not cancel his account within the guidelines to avoid this charge.  Again, in trying to partner with him I submitted the refund request in hopes of gaining him back as a member in the future.  

  As listed above, this individual has his refund of $49.00 not $50.00 and this case should be closed.

  Thank You

  Customer Answer

  Date: 04/01/2025

   
  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:03/18/2025

  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 was told in person at the club that my account would be canceled immediately, all I had to do was uninstall the app yet weeks later after uninstalling the app I am now billed once again. After speaking with the **, I do not believe that they are willing to refund me the money so I am blocking the transaction with mybank as I feel this is an unscrupulous practice and an attempt to bill me for services which I have specifically requested not to have.

  Business Response

  Date: 03/06/2025

  Planet Fitness locations are individually owned and operated. The ************, ** location is not part of our franchise, so we are unable to assist. Please forward this to the correct group so the member can be assisted properly.

   

  Customer Answer

  Date: 03/15/2025

  *********************************************************
  Phone
  ***************
  |
  |
  

  Continually being billed.  Four times in one day.  Seems retaliatory. 

  Business Response

  Date: 05/09/2025

  We have reached back out to the member by phone, having to leave a message and also by email for the member to call us back, providing a direct number to the Area Director of this club.

  Reviewing the members account and notes on the account, he was canceled per his phone request on 3/3/25. Due to a medical issue he disclosed, he was not able to come into the club and field leadership approved to cancel the member over the phone.  Prior to cancelation he was charged a non-refundable annual fee on 3/1/25. The attachment the member provided was of this annual fee. The member has not contacted the club post cancellation or to dispute any charges.

  Once we make contact with the member, we will provide an update and any resolution.

  Thank you!

  Business Response

  Date: 05/21/2025

  We have reached back out to the member by phone, having to leave a message and also by email for the member to call us back, providing a direct number to the Area Director of this club.
  
  Reviewing the members account and notes on the account, he was canceled per his phone request on 3/3/25. Due to a medical issue he disclosed, he was not able to come into the club and field leadership approved to cancel the member over the phone.  Prior to cancelation he was charged a non-refundable annual fee on 3/1/25. The attachment the member provided was of this annual fee. The member has not contacted the club post cancellation or to dispute any charges.
  
  Once we make contact with the member, we will provide an update and any resolution.
  
  Thank you!
  

• Initial Complaint

  Date:03/13/2025

  Type:Product 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 tried to cancel my membership for months, they said you could cancel online but it would not allow me to. i called and asked them to cancel my membership and they claimed that it could only be done in person. I put stops on all payments with my bank until I could get there in person to cancel my membership. They charged me an additional $40.50 even after I canceled to a credit card that I did not provide them. No service should be this hard to cancel. I want my $40.50 that they took after I repeatedly attempted to cancel my membership. Management was very confrontational and unwilling to work with me I will give many bad reviews and never use them again.

• Initial Complaint

  Date:02/24/2025

  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 joined the gym online on 2/24/25 and I went to the gym the same day to have them help with waiving the annual fee due to my military status. When I arrived I was helped by *******. She was unable to do this for some reason and said that she needed help overriding something and that could only be done by the manager. I asked if the manager was there and could help me and she told me he was but was too busy to help me. At this point I requested to cancel the membership which she did unapologetically. About ten minutes later I saw the manager behind the desk (*****) and asked to speak to him and I explained the situation to him. He listened to me but seemed aloof to my situation and inconvenience and only stated that he would talk to her. No apology was even offered. Its quite disheartening that you treat not only your potential members but your veterans this way.

  Customer Answer

  Date: 02/24/2025

  The address of the Planet Fitness location is 

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

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

  Business Response

  Date: 03/10/2025

  Good Afternoon, I have recently called and left a voicemail to discuss with **** his interactions with the staff at the ******* ** location. Please call me back at your earliest convenience at ************ so we may discuss your concerns.