Fitness Center
Planet Fitness - Taymax OwnedHeadquarters
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Complaints
This profile includes complaints for Planet Fitness - Taymax Owned's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 86 total complaints in the last 3 years.
- 33 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/14/2024
Type:Billing IssuesStatus: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.
Being blackballed by this location. I was getting doubled charged for late fees each month while my monthly fee was being deducted by direct deposit. Now I'm trying to pay up all fees and being told that this location is collecting in club charges of 200 when I paid the complete balance last week and should not have a balance. I called to inquire about these charges when I was rudely told by ******** that **** would not be able to help with any of the late fees. I spoke with ************* which told me that those late fees charges were supposed to be removed( but they are being kept and collected as in club charges. ) I also went to update my payment method in which I'm not able to because of supposedly past due in club charges.Customer Answer
Date: 11/14/2024
********************************************************Business Response
Date: 12/14/2024
We have attempted to contact Ms. ****** on three separate occasions, November 15, 2024, December 12 and December 13, 2024 and got no response...the calls were sent to voicemail. If Ms. ****** would contact me at ************ we would be interested in resolving this issue.Customer Answer
Date: 12/17/2024
Complaint: 22551052
I do not accept the business's response as a resolution to my complaint because they never tried to contact me and while this complaint was pending they tried to bill my account 4 time after asking your company to stop by myself and my bank.
Sincerely,
****** MardukInitial Complaint
Date:10/25/2024
Type:Facilities IssuesStatus: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.
Planet Fitness Dear BBB,Thank you for your help. I really appreciate it as I am 82 years old and not in good health. By the ironic providence of God, Planet Fitness claims to be a health and fitness club, and yet on 10/13/2024 I visited the cold, empty, drafty club, which was so cold that I got sick. Several employees at the club agreed with me about the ungodly temperature; a female employee at the front desk was wearing a hat because she agreed the gym is unhealthily cold. Im glad you said this, she stated. Its always freezing in here. Hence, on 10/15/2024 I cancelled my membership and asked Planet Fitness for a refund, but was told by manager **** that he would not refund me, and that in fact my bank account was scheduled for an auto debit on 10/17/2024 and that this auto debit could not be reversed. This is a lie, as I had a membership refund from the Planet Fitness to which I had belonged in **********, ** due to another issue whereupon Planet Fitness promptly refunded me. Fitness manager **** simply refused to help me out of spite. When I told an assistant manager that this was a lie on the phone on 10/16, he laughed out loud sadistically.This company refuses to turn up the thermostat and in addition to the ** turned on high they use unnecessary fans that cause drafts adding salt to the wound. They seem to sadistically want to CAUSE health issues for their their customers and employees, despite both requesting a normal human temperature. The company is run by cold-blooded criminals as per: ************************************************************************************************************************************************************************************************************* have Medical Documentation and will file a claim against Planet Fitness in court if they do not refund me. I am requesting a full refund of $30 dollars from Planet Fitness for the membership fees.Sincerely,******* ***********, ***Customer Answer
Date: 10/25/2024
Thank you. The address of the Planet Fitness is *******************************************
Phone: **************Business Response
Date: 11/07/2024
Planet fitness values members and wants to ensure they have a great experience in our clubs. We have taken steps to ensure that the temperature in our clubs is consistent and appropriate for the work out environment with thermostats set at consistent temperatures throughout the club. This being said, Ms. *********** has cancelled her membership, and we have taken action to refund the $30 she has requested.Customer Answer
Date: 11/13/2024
Complaint: 22460447
I do not accept the business's response as a resolution to my complaint because: I have not yet received the refund. Once I receive the refund, I will close this case. Thank you for your cooperation.Sincerely,
******* ***********Customer Answer
Date: 01/07/2025
Complaint: 22460447
I do not accept the business's response as a resolution to my complaint because: We did not yet receive the refund.
******* ***********Initial Complaint
Date:10/23/2024
Type:Customer Service IssuesStatus: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.
The overview is that three employees at that gym conspired against me to terminate my membership. One of the employees stated he was the area manager and that it would not do any good to ask for a manager to appeal his decision. His only explanation was that I violated gym policies a year ago. Not only did I not violate any gym policy, but this is retaliation because I reported two employees a year ago for their misconduct, and they were there today.Excuse the descriptions of the two employees and only stating the area managers position, but no one would give their names to be held accountable. Since they know they did wrong, they did not want to give a name.Thanksgiving 2023, I reported to headquarters and filled out a complaint on two employees for violating my rights and violating club policies. It started when a medium-light-skinned Black male, about 5 10 180 lbs. about 26 years old with long dread locks and tattoos opened the shower curtain while I was taking my shower. After I left the locker room, I went to report him to the manager. While the Black female about 5 9 145 lbs. and about 28 years old with natural hair (braids then, afro today) and glasses assumed the role as manager and started yelling at me to leave the gym since they were closing down the gym earlier than the time posted on the doors. I tried to get my complaint across, but she tore into me with very vulgar language that are hate crimes and she wished that my mother either swallowed sperm to prevent my birth or had aborted me. They held this grudge of me reporting them for almost a year and were finally able to retaliate today.Also, the area manager terminating my membership caught off guard by the termination because I have been to the gym several times in the past year. The two employees kept to themselves for the most part. Some of their behavior was questionably unprofessional, but it wasnt as bad as previous bad behavior so I just left before they made things worse.Business Response
Date: 11/07/2024
Mr. ******** complaint stemmed from an incident that originally in November 2023. The incident involved a confrontation between team members and Mr. ****** in which the team member received performance management. At this time, Mr. ****** was also told that his membership had been cancelled. He since has rejoined the club and that brings us to the current situation. On October 17th Mr. ****** was in the club and the previously mentioned team member notice he was in the club and had a conversation with another team member noting that he was in the club and that his membership had been cancelled. They discussed the previous years incident and determined that they needed to let the new general manager know about the situation. At this point, the new ** addressed the situation with Mr. ****** and with the understanding that it might be best he use another club...the ** did not cancel his membership.
I have since had several conversations with Mr. ****** and found him to be reasonable and let him know that we really want to ensure his experience with Planet Fitness is great moving forward. I have invited him to introduce himself to the new GM on his next visit so they can start to build a positive relationship and experience going forward.
Initial Complaint
Date:10/15/2024
Type:Billing IssuesStatus: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 closed my planet fitness account on Aug. *******. (*********, **.) On Oct. 11, ************************ planet fitness charged me for ****** for an alleged active account at that location. I have never been to ******************* location. I never authorized them to randomly take ****** dollars out of my account. They are giving me the runaround about getting a refund because the account it active, even though I never opened one at said location.Business Response
Date: 10/29/2024
Response to Complain ID #********
This Planet Fitness member signed up with a home sign-up from his phone for the ********** location in July of 2024. He references cancelling on August 22nd in ********* PA (which would be a ********* called ********). He ultimately had 2 accounts within the ********** area that represent 2 different ownerships. With that being said, all monthly fees did not go through due to insufficient funds or declined card at our ********** location (not sure if he paid at ******** because we can't see that banking information since it is another ownership). A sweep hit his card which apparently had funds available totaling the $136.64 (for the missed months of payments). That total represents the 4 monthly charges of $30.41 and 1 $15.00 late charge.
We have no cancellation documents on file for him and his account was still active when we looked into this. We cancelled the account to prevent and further charges.
I have talked with the member to clarify the details, and he has never used checked in to our Hampton location. We have submitted a refund for him from our club for the total of $136.64. He should have it within the next 10 business days. Member was thankful for the call, explanation of occurrences and resolution.
Thank You.
Initial Complaint
Date:10/08/2024
Type:Billing IssuesStatus: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 service i no longer use. I placed a stop payment and canceled in person 7/17/2023. And got charged again in July of 2024.Business Response
Date: 10/24/2024
As of 10/24/2024 ***** ******** has attempted to reach out to Mr. ******* with no response. We are willing to address this issue come to an appropriate resolution. We just need to speak with Mr. ************** I can be reached at ************ or by email at ************************************************************************.
Thanks!
Customer Answer
Date: 10/25/2024
Complaint: 22393057
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,
***** *******Initial Complaint
Date:10/07/2024
Type:Service or Repair IssuesStatus: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 charged an annual fee on 10/1 even though I placed a freeze on my account on 9/22. I placed the freeze in order to have time to cancel the account because you cannot cancel the account without going into the club. I contacted the club and was told they would not credit back the annual fee. I was with them less than two months and only used the gym 5 times.Customer Answer
Date: 10/07/2024
The address is **************************************. Thank you!Business Response
Date: 10/07/2024
******** ***** reached out to our facility to freeze her membership on 9.22.24 - She was emailed a freeze information form (to the same email she has on file with us and used for this BBB complaint) of her reminder she will still be charged an annual fee while frozen just not her normal dues. I have attached that document. I believe she was charged properly due to her initial agreement as well as her freeze reminder, the ** tried to explain to her but unfortunately the call was disconnected by the member.Customer Answer
Date: 10/08/2024
Yes I did reach out to the business and their response is not satisfactory. A freeze indicates no charges will be placed on the account and this freeze was placed before the yearly fee was to be charged. When I placed the freeze I was not informed that the fee would still be charged. This business has very deceptive business practices. I should be worked with due to the circumstances and refunded my money. Again I did not use this club enough to be responsible for a yearly member fee. I paid quite a bit already to have only used the club 5 times in total. I will be sharing my experience with everyone I can!Customer Answer
Date: 10/08/2024
In response to the merchant saying I was informed by email of the annual fee going through even though there was a freeze. I received no such e-mail with that information. Also I spoke to someone to place the freeze and was not informed.Customer Answer
Date: 10/08/2024
I have attached the document provided upon freeze. There is no mention of an annual charge thar will still be charged as the ** previously stated!Customer Answer
Date: 10/08/2024
Upon reading the fine print I do see where it does say that the fee will still apply. I do apologize. However I would like to mention that I did speak with a representative at the gym upon placing the freeze and was not informed of this. I believe that members should be told verbally of this and not just sent an e-mail. I am very disappointed that you will not work with me on this refund due to the misunderstanding. Again I will be sharing this experience so that it does not happen to others.Initial Complaint
Date:10/02/2024
Type:Billing IssuesStatus: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 Planet Fitness. After several months of not using their service I contacted the location manager and asked to cancel my membership. They continued to withdraw payments from my account. I went to my bank and paid for a continuous stop payment on Plant Fitness. That worked for a few months. Now I am receiving charges again. This time in the amount of $176. I have never once stepped foot in a Planet Fitness. I spoke with the manager and was told that my membership would be cancelled. Here we are all this time later and I am still being charged. I cannot afford this $176 payment that they are requesting. I need them to stop and I have no idea how to make them stop. The way their system is set up it is nearly impossible to do anything without going through the local manager. Which I did and nothing happened.Customer Answer
Date: 09/25/2024
*************************************************
Thank you
Business Response
Date: 10/11/2024
Reached out to member to try and clarify past due amounts but have not heard back yet. Member has 2 other accounts with Planet Fitness in ********** and ********** ** that are in collections. The 2 other accounts prementioned are the accounts mentioned in this case that were blocked in payment. However, the third account he made that is in question in this case for nearly $176 had a payment go through on 9/20/2024 for the first time since he opened the account on 5/17/2023. We have no record of an attempt of cancellation in written form as per his agreement or any in person attempt. We are willing to help explain to the member with resolving his outstanding balance on all three accounts totaling at least $736.Customer Answer
Date: 10/15/2024
Complaint: 22317254
I do not accept the business's response as a resolution to my complaint because:I spoke with a manager or someone who claimed to be a manager anyways. I believe that you make cancellation difficult on purpose. I attempted to cancel my membership whether you have a record or not. I believe that your actions as a business on this matter is bad practice. Cancel the collections and zero out the debt. I'm not paying you for any of it ever.
Sincerely,
******* ******Customer Answer
Date: 12/10/2024
To whom it may concern
So I am to understand that a business such as Planet Fitness can handle their business in any way they see fit even if it screws over the public? The only path that I had to find a remedy for this issue was with the BBB. I am left frustrated and feeling mistreated not only by Planet Fitness but you as well. It may only be a small amount of money to Planet Fitness or even the representative reading this but it is a substantial amount to a person such as myself due to being disabled.
Sincerely left frustrated
******* Swiger
Initial Complaint
Date:08/16/2024
Type:Facilities IssuesStatus: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.
Hello my name is ********************* and I am a black member car holder that goes to planet fitness in ****************** I've been going there for more than 5 months I've been a member for almost a year never been late on a payment, and I suffer from anxiety and some mental health non severe issues and me going to the gym is being alive changing and a lifesaver for a person like me and I want to let you know how important it is for me to work out sometimes I go twice a day depends on my anxiety. On Tuesday the 13th around 9:00 p.m. I decided to go to the gym since my anxiety was really bad when I walked into the front desk I checked in I went to locker room because since I work out everyday I have a lot a personal lock on a locker and I leave my workout clothes including my shoes there, I walk into the planet fitness in ******* locker room and I noticed that my luck was gone my clothes was nowhere to be found so I went and I asked the worker I told him excuse me somebody broke into my locker broke my lock stole my shoes my $120 shoes my shorts and my workout clothes do you know what happened and he said no I don't know what happened, so at that point I went back to the locker room to double check to make sure that I wasn't mistaken I came back out and he stopped me employee stopped me and said hey I do know what happened to your stuff after *************************************************************************************************************************************************************** that they were the ones who broke my personal lock and not even give me a email or a text saying hey you know you know or anybody that has to lock you know we're going to break the locks you know I also noticed that the other locks that were always there with mine there was still there mine was the only one missing now I don't have money to buy another pair of shoes and more workout clothes because I'm handicapped I try telling them that I wanted my stuff back they try to canceBusiness Response
Date: 08/21/2024
Team onsite did not throw away members items nor did they state they did. In the contract signed by member, all items left in locker at own risk and the lockers are also only for use while using club. Due to the member not following the process outlined in their contract, we will not be replacing their items.Initial Complaint
Date:07/29/2024
Type:Customer Service IssuesStatus: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 requested via Planet Fitness website to have my membership cancelled. I continue to receive insufficient funds from banking institute where there automatically attempting to retrieve funds from my account as *** reached out to them in re: cancelling my account and they continue to attempt to retrieve funds from my banking. I am accumulating fees every month. I no longer desire a membership through planet fitness and would like them to remove any account information out their system as well as refund for the insufficient fees that have accumulated.Customer Answer
Date: 07/29/2024
I am filing a complaint in re: cancelation of membership. I requested cancellation in May 2024 via email. I continue to receive messages about my membership. I am also having insufficient funds where they are attempting to withdraw fees from my banking account that I no longer use with is accumulating each month. I would like for them to end my membership as I do not wish to continue with Planet fitness as a member.
Address to planet fitness:
**************************, **. 31792
Agreement # *****
Business Response
Date: 08/06/2024
Hello,
Apologies to the member for the inconvenience. Unfortunately, members cannot cancel their memberships online and must visit the club to do so or send a certified letter, thus why her membership was never cancelled. However, we have assisted this member with her cancellation to ensure the member is no longer charged for the membership. If the member has any questions or concerns, we are here to assist.
Thank you so much,Initial Complaint
Date:07/25/2024
Type:Service or Repair IssuesStatus: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 purchased a membership in December of 2023, and never used it. I tried cancelling my membership hundreds of times, for months, and not only do they deny me cancellation, they keep charging me for this, allowing my account go over 1000$ and still want me to pay for this membership that Ive been constantly trying to cancel. I have had an abundance amount of overdraft fees, and am constantly being called a liar when speaking to the supervisor at ******** location. These guys are refusing to comply, they have told me that I have not made any attempts to cancel this, and deny me cancellation every time I request it. Its a vicious cycle. I want them to cancel my membership that I have NEVER used, that Ive been attempting CONSTANTLY of cancelling since December of last year when I got it. They are doing nothing but extorting people, including myself.Business Response
Date: 07/29/2024
Thanks for sharing this feedback.
Please see notes on members file from correspondence between our team member(s) and *****. I have also attached the Membership Agreement signed by ***** in December of 2023. When members want to cancel their membership they need to come to the club in person to speak to a Team Member and to sign that they want to cancel their memberships. Unfortunately, ***** has not come into club according to our records to cancel in person. By cancelling in person at any point from December to July, ***** would not have been charged late fees (6 late fees @$25 each for $150) and/or any additional monthly fees. Of note, the Annual fee is non refundable as part of the Membership Agreement. In addition, the credit card on file which is used for secondary billing did not go through successfully as it may include incorrect information.
Please see attached:Notes on member file from Planet Fitness staff
Member agreement signed in December 2023
Member fees including; Monthly, late fees, and annual charge
Secondary Billing information
Sincerely,
**********************;
Planet Fitness - Taymax Owned is NOT a BBB Accredited Business.
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