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

  27 Northwestern Dr STE 2 Salem, NH 03079-4844

• 

  Planet Fitness

  10373 Folsom Blvd Rancho Cordova, CA 95670-3518

• 

  Planet Fitness - Taymax Owned

  1912 Larkin Rd Tifton, GA 31793-8130

• 

  Planet Fitness - Taymax Owned

  5945 Watt Ave North Highlands, CA 95660

• 

  Planet Fitness – Taymax Owned

  3813 William Penn Highway Monroeville, PA 15146

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:02/19/2025

  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.

  I ended my contract with Planet Fitness well over three years ago by going in the facility and signing. On 2/20/24 they charged me $25.50, 3/18/24 - $25.50, 4/17/24 - $25.50, 5/17/24 - $25.50, 6/17/24 - $25.50, 7/1/24 - $49.00, 7/17/24 - $25.50. Totaling out to be $202.00. 7/25/24 - I call Planet Fitness, explained how I have been charged when I don't have an active membership anymore and they explain I will have the refund in two weeks. 8/15/24 - I called to ask for an update on the refund since it has almost been a month. They told me just because I was not going does not mean I could be refunded the money. I quickly corrected them and told them that I physically went in and cancelled the contract and signed the paperwork so I shouldn't have a membership at all. They then magically found the electronically signed paper where I cancelled it and ** said their was a network issue where the paperwork wouldn't show up at first and that I would have the refund within two weeks. I sent my bank statement to Planet Fitness to prove the charges and was told the refund application was processed. 8/26/24- I followed up on the refund and was told it was approved by ************* on 8/20.I have yet to receive any refund.

  Customer Answer

  Date: 02/19/2025

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

  Business Response

  Date: 03/20/2025

  I have attempted to reach Ms. ************* by phone twice (3/10/25 and 3/20/25) with no response.  We are more than willing to look into this and explore some options for resolution.  I will be following up with an email in hopes of making contact and come to a resolution.

• Initial Complaint

  Date:02/03/2025

  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 have had a membership at the gym for six years through Silver Sneakers. In January my health insurance changed from using Silver Sneakers to ************. I provided the gym the new membership information and billing information on January 2 and a hard copy of the Fiton credit card I was provided. I heard nothing from the gym and after asking several times was told on January 16 that my membership was lapsed, and they would not take the credit information I had provided to them from ***** and that to continue I had to pay for my membership using a direct deposit from my checking account. No reason was given as to why they will not take the Fiton credit card information I had provided to them. This certainly effects many others at the gym who have ********* Apparently, this also effects all of those in the Taymax Group franchise gyms. Certainly, many hundreds of senior citizens are affected by this. The gym did not return the hard copy credit card information I had provided to them. I did obtain a black card at the ************************************ through ***** but was warned that the *************** will only allow 10 visits and after that will charge me $5 per visit. I asked Fiton for help but they say that taking their credit card is up to the gym and out of their hands. This who thing makes no sense and no one has yet to answer me why this has occurred. Why did they take Silver Sneakers with no problem and now will not take Fiton? What can be done to resolve this issue? The front desk staff have no idea what is going on and are confused as well.

  Business Response

  Date: 03/24/2025

  Thank you for reaching out. Taymax Group partners with multiple insurance programs to help provide an accessible and affordable fitness option.  At this time, a partnership between Taymax and ************ has not been formed, and we are unable to accept members through their program. 

  Customer Answer

  Date: 03/24/2025

  I understand that Taymax has not become part of the FitOn network why will they not accept the debit card FitOn provided for out of network gyms? I was told by ***** ****** that their accounting department was working to determine how to use this card. Most out of network gyms accept this debit card for payment.

• Initial Complaint

  Date:01/27/2025

  Type:Billing 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 started a Planet Fitness membership in February 2023 and canceled it in person that same year. Recently, I tried to open a new membership in **************, and I found out my old membership was never canceled and now shows an outstanding balance of $511.67. I no longer live in the state, so visiting the location is not an option.

  Customer Answer

  Date: 01/27/2025

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

  Business Response

  Date: 03/07/2025

  Dear Mya,
  Thank you for reaching out. I understand your concern and appreciate the opportunity to assist you.
  After reviewing your account, we were unable to find any record or proof of cancellation for your previous membership. As a result, the membership remained active, leading to the outstanding balance.
  However, as a courtesy, we have now processed the cancellation of your membership with the ********************* Planet Fitness location. While the balance remains, we wanted to ensure no further charges are incurred.
  If you have any questions or need further assistance, please dont hesitate to reach out. We appreciate your time and hope to serve you again in the future.

  Customer Answer

  Date: 03/10/2025

   
  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:01/17/2025

  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 start off I had been a member with ** since they started in ********, *******, great gym. On April 17, 2024 around 7:30am I spoke with a young male about cancelling my membership on my way out! i was with the same male signing the key pad thing to finalize everything. He said I was good to go and didmt think anything else was required but would reach out if there was an issue... and if I ever needed to come back to just come back in. Now fast forward to November 2024, i look at my bank statements as I am getting ready to close that bank account since where i live and work now there isnt a TD. I notice PF was still charging me monthly! I quickly try to log on to my acvount but the email on file was from my old workplace in pembroke and I couldnt remember my password so I emailed for help but they told to visit the home gym but I live almost 2hrs away. So I decided to call. Phoned december 3rd? Spoke to a gentleman on january 10th over the phone around 11am that I needed her to call me ASAP.Was playing phone tag with the manager ****** there until January 14th 2025. I explained everything to her, she came back a said without documentation that i cancelled she cant do anything. So I told her the exact time and day so she could go back on the cameras to see I was there at the front signing to cancel! I even have someone who can vouch for me that I did infact cancel and draw a picture of the guy that helped me! I understood as manager she has to go by policies of ** so thats when I asked to speak to a district manager. She said she cant give me his cell number, which i know that! So i just asked to have his work email or office phone number so we can discuss this matter, she refuses to give it to me and tells me to go look for it myself! And of course theres no contact info for headoffice or anything, so what the heck am I supposed to do? Go to court, have that young lad attend saying he made a mistake with the cancellation process so I can have my refund?

  Business Response

  Date: 01/21/2025

  Good morning, 

  After speaking with our General Manager, we are unable to locate an email sent by ****** stating to cancel her membership.

  In accordance to the membership agreement our cancellation policy is outlined as such: To cancel your monthly membership and stop the billing of the Monthly Membership Fee on or around the 17th of the month, the club must receive written notification delivered to the club on or before the 10th of the month either in person or preferably via certified mail to the club address listed above. Please note that 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 delivered as described above on or before the 25th of the month before such billing. The Annual Membership Fee is fully earned when received and is non-refundable.

   

  Our General Manager did offer to refund 3 months of fees as a gesture of good faith. As a further gesture to ******, we can refund a total of 5 months fees as a gesture of good faith. 

   

  Thanks

  Chris 
  
  

  Customer Answer

  Date: 01/21/2025

  I never said at any given point i emailed to cancel my membership, i said on the phone mulitple times I was at that location on april the last visit logged in 2024 to ****** and it would have been at 730am! Again I can even describe the young male that assisted me with that!

  What i did say to not only the manager of that location and to the gentleman who was amazing at answering my phone calls everytime was that I emailed in november asking why i was still being charged but got a "general" response that I have to contact the location regarding that matter! So thats when i started phoning. Again i have proof of all the calls on my phone! And constantly trying to catch her to explain the mistake by that employee. I used to work in a gym, so I know mistakes happen very easily with new or young employees. I want every month from the moment I walked out that door the last time in april of 2024 until now refunded because that employee didn't do it properly! And i was charged again for january of this year when she should have put a stop to this immediately! And my billing information removed immediately! 

• Initial Complaint

  Date:01/13/2025

  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 went in July to cancel my membership at planet fitness. I was told that I had to cancel through thier web site. Upon looking for days I couldn't. So I went in again and was told by a lady i had to call. Now I am frustrated. I leave go home cant find the number to *********** got busy unless I realized a couple months have gone by. Frustrated agin I emailed planet fitness. They email back and say I have to cancel at the store! Why am I getting the run around?I go to the store ask to speak to a manger. His name is **** *. He listens to me and says that he appoligizes and with be speaking to him employees in regards to this situation. He then informs me he is going to refund me for the last 4 months appoligizes and say it will be deposited with in the 2 weeks. I wasn't looking for a refund but I was happy he went to that length.I wait 3 months have gone past I can't be patient but it is now thin. I email planet fitness they tell me to call the local branch and provide the number. Because they can't help me because they have no access to financial or and records so I need to go to the ********** today I call. I ask to speak to the manager. Them employee says that he is in a meeting and if he can take a message and what it is in regards to. I told him I was promised a refund but have note received it yet in three months. He then informs me that there is not note or promise to this on my file.The employee says oh wait the manager is right here may I out you on hold? I agree 2 minute later this employee is relaying messages to me for his manager standing right beside him on the phone. He now says he will only refund October because I used my pass. I have not used my planet fitness membership in about 4 month. I asked if he wamt going to honor what he originally promised and was told no he can't *** will only be October and I will have to wait 7 buisness days. I'm upset I have been given the run around for the last 6 months trying to fix this.

  Business Response

  Date: 01/13/2025

  Hello, this member of our *********** location reached out to us directly last week with the same complaint.  I reached out to him on Friday, January 10th, 2025.

  After hearing his version of events and connecting with the club in question we agreed to provide him with the four months of refunds as our apology for the poor experience with our club.  He let me know that he was extremely happy with that and that he would be joining our club again in the future, so I then extended an offer to give him two free months when he joins back up so he can evaluate our service level and make sure we meet his expectations prior to becoming a paying member again.

  Thank you,
  
  DK

  Customer Answer

  Date: 01/14/2025

   
  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:01/13/2025

  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.

  This is a health related issue. I went to Planet Fitness to workout. After exercising I was seating at a table and a Planet Fitness employee was seating at the table adjacent to me. She started coughing never covering her mouth and just kept on coughing. I removed myself from her presence quickly; however, the damage was done. Within 8 hours I started a fever and came down with, hopefully, only a cold. For this young person (I am guessing in her thirties) her cold may only be a nuisance. For me, a person in his seventies, this can be life threatening event. Since Planet Fitness is all about fitness and wellness, I would expect them to have some strict rules in place for their employees that if they are sick (and apparently contagious) they should not come to work. This is outrageous that I get sick at a Planet Fitness gym from the staff.

  Customer Answer

  Date: 01/13/2025

   

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

• Initial Complaint

  Date:12/19/2024

  Type:Facilities 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 Friday, December 13th 2024. The employees of PlanetFitness saw fit too cut my lock after another member had said it was theirs. They then left the person with my things to confirm whether it was theirs or not. The thief ultimately said it was not their stuff in the locker and left.The problem here is Im missing things, the staffs poor training and the businesses ridiculous policies lead to this. They literally gave a thief a free pass to steal from me.

  Business Response

  Date: 12/21/2024

  Hi Shaene, 

  Thank you bringing this to our attention.  I am very sorry that your lock was cut and that another member was given the opportunity to confirm whether or not your items were there's.  This happens from time to time when a member forgets their code or loses their key lock.  We try our very best to ensure that we are helping our members in need, and sometimes mistakes are made.  I have reiterated the process with the team at **************** and have emailed you directly as well.  Please let me know if there were any further action you would like to see.

   

  Kind Regards, 

  Breanne

  Customer Answer

  Date: 12/24/2024

   
  Complaint: 22709970
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 01/03/2025

  Someone representing or from PlanetFitness reached out to me, I replied the value of the items lost and have yet to receive a reply. 
  

  As its the holidays I let it go for a bit of time however enough time has passed with no end in sight. Id like to get money to replace my things, due to the oversight of the staff and the poor policies in place.
  

  however Im equally content just telling of my experience of the PlanetFitness brand and what it can do to its patrons.

• Initial Complaint

  Date:12/10/2024

  Type:Billing 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.

  My *********************************************************************************************************** which a parent/guardian MUST go inside the club to authorize. My same 17 year old MINOR child was able to go online, change his birthdate and start a paid membership beginning 9/25/24 without my knowledge or permission. Per the general manager ******* ****** my child should have be asked for proper ID that verified his age upon arriving to the club, but that DID NOT happen. The membership dues say they are $30.41, however they have taken out $132.17 out of my son's bank account. $22.76 on 9/27, $10 on 11/25, $35.41 on 11/27 and $64 on 12/6. Upon arrival to the club on 12/9 ******* (manager) told me she could close the account and provide me with a refund of the $35.41. I did allow her to cancel the membership which she listed "unhappy with billing" (I have a copy for proof) when in reality it should be cancelled because the member is a MINOR whose account was NOT authorized by his RESONSIBLE PARENT! I then spoke with Deilona ******** who I was told was the Area Manager, she tried telling me my son committed FRAUD. He lied about his age, yes fraud NO the debit card used belongs to HIM, however since he is a MINOR, I am on his bank account as well. Then she went on to tell me she wasn't told that, and that she would reach out to her Area Director ***** ****** to try and resolve this issue and provide me with a return phone call. This occurred 12/9 around 10-10:30 am, I have yet to hear back from anyone! This situation makes no sense, how do you require an adult to sign up for a free membership, but anyone can open account online, and they will just charge your card as they see fit! I want ALL of my money back and NOTHING to do with this joke of a gym that gives its customers candy, pizza, and donuts while they are trying to live a healthier lifestyle!

  Customer Answer

  Date: 12/10/2024

  The address is *******************************************

  Business Response

  Date: 12/12/2024

  The member (******* ****) signed up for this Black Card+ Membership using his own bank account and card information for reoccurring payments on 9/25/2024. He has utilized the club(s) on multiple occasions to include 10/20/2024, 11/11/2024, 11/20/2024, and 11/23/2024. During these dates, he utilized the **************** location and the ********** location per his check in history. In an effort to work with both parties, we have submitted a partial refund for the previously mentioned amount of $35.41 for the November payment and the remaining late fee. The member (******* ****) should see this return to his bank account within 7-10 business days.

  Customer Answer

  Date: 12/12/2024

   
  Complaint: 22664837
  
  I do not accept the business's response as a resolution to my complaint because: This is unacceptable, ******* **** is a MINOR child who needed ADULT permission to open a paid account. Plant ********************** requires a member to be 18 and over to begin a membership, which age SHOULD then BE VERIFIED upon entering the club, Planet Fitness FAILED to do what THEY REQUIRE! Then they took multiple amounts out of a bank account belonging to myself and my MINOR child without MY permission. (See bank statements) They want to offer a refund of ***** that payment was taken 11/27, and then again on 12/6 they took another ***** out of OUR account 9 days later! I want my TOTAL amount of money back $132.17. They are an overall SCAM please reference the attachments, the monthly dues state $30.41, yet they have NEVER taken that amount listed on their contract with a 17-year-old MINOR, even the reason for canceling says "unhappy with billing" INSTEAD of illegal contract with MINOR CHILD!
  
  Sincerely,
  
  ********* *****

• Initial Complaint

  Date:12/05/2024

  Type:Sales and Advertising 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.

  The fact that they allow you to sign up easily online and enter banking information but then restrict cancellations to in-person and certified mail is ***************** banks on people forgetting they have the memberships - they do not want people to actually use the ****** wife set it up for me, against my judgment and as a result I've been charged for over a year with no *********** wife went to the gym once, and I received a survey. I accurately rated the company 1 out of 5, and as a result, I had the manager of that location harass me by calling me upwards of twice a day for weeks before finally emailing me asking me why I gave them such a low score.Complaint is based around the fact that they offer predatory sign-*** knowing it's difficult to cancel and that the manager proceeded to harass me when I called them out on it.

  Customer Answer

  Date: 12/05/2024

  Address of local club

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

  *******, *******;

  E1C7W8

  Business Response

  Date: 12/11/2024

  Good Afternoon,

  I have reviewed the members profile and can see that the member signed up online and signed our agreement with our esignature. During the signup process the agreement states our cancellation policy which he signed. We are in alignment that the member did send a survey in August 2024 addressing concerns about our cancellation policy. As per our best practices the assistant manager attempted two phone calls, one on August 21, 2024 and one on August 22, 2024. After receiving no answer, the assistant manager sent an email on August 22nd, 2024. On August 26, 2024 a final phone call was made with no answer. On September 26, 2024 the member responded to the email with "There's a quick solution, just cancel my account." As this is not our policy the membership was not cancelled. The member has not checked into our club since or responded to our phone calls in order for us to find a solution. Upon receiving your report today, we have cancelled the membership and notated the account. This is outside of our stated policy however we have moved forward with this step as an act of reconciliation. I have attached a copy of our agreement policy. I do have notes regarding our contact dates and email thread however was unable to upload. If I am able to submit elsewhere, please provide that information and I will do so. I hope this answers your questions and provides a resolution. Please feel free to follow up with any further questions.

  Customer Answer

  Date: 12/13/2024

   
  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:11/21/2024

  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 have tried to cancel my membership for plant fitness on two different occasions. Each time I go into the location I am told by the lady manager the membership is cancelled. Every month I am still charged for the membership. Ive called the location and the manager or general manager will not call me back. I want Planet Fitness to stop stealing my money at this point. I would like a reimbursement.

  Customer Answer

  Date: 11/21/2024

  At your request, the planet fitness address is ***********************************************************.

  Business Response

  Date: 12/06/2024

  Hello,

  I show ***** ****** as cancelled, with the same phone number and email address. I have attached the cancellation document and invoices, with no charges after September 2024. Is ***** paying for another membership?

  Thank you,