Business Profile

Fitness Center

Planet Fitness - Taymax Owned

Headquarters

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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.

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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:07/24/2024
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.
Dear Planet Fitness ***************** I hope everything is going well. I am writing to express my concern regarding a discrepancy I encountered with the ** Black Card membership perks. I am a Black Card member. According to your website, link blow is available, the ** Black Card is the membership that loads you with awesome benefits. You can get access to any of your *****+ locations worldwide, bring a guest every time you work out, use our massage chairs, hydromassage, tanning, travel perks, and more. We even throw in -priced cooler drinks. Its our best deal! Specifically, the website states: However, when I brought my guest to use the gym I was always and then the hydromassage at Planet Fitness, located at **************************, the night shift employees told us rudely that this perk was not available to my guest, I feel so embarrassed. I have a ** Black Card membership, and the employees mentioned that their morning manager had instructed them not to allow guests to use the hydromassage. This directly contradicts the information on the website, which clearly implies that guests should have access to the same perks as the Black Card member. I am seeking clarification on this matter. If the website is incorrect, I suggest updating it to reflect the accurate policy to prevent confusion and disappointment. If guests are indeed allowed to use the hydromassage as stated, I would appreciate it if you could inform your staff to ensure consistent enforcement of the membership perks. Reference: [** Black Card Membership Perks](*************************************************). Solution: Allow the guest to access everything in the gym. Thank you for your attention to this matter. I look forward to your prompt response and a resolution that aligns with the advertised benefits of the ** Black Card membership. Sincerely, Regards Fahd *** ************
Business Response
Date: 07/01/2024
Planet Fitness is independently owned and operated this complaint is not part of our franchise; I'm having this forward it to the correct franchise owner.
Customer Answer
Date: 07/02/2024

Complaint: 21903306

I am rejecting this response because: it did not address my complaints regarding the ** Black Card guest perk. The original message is available for reference. Please provide a satisfactory answer without delaying or avoiding the actual issue.

Sincerely,

Fahd Kan
Business Response
Date: 07/29/2024
Thanks for your feedback and inquiry.
I have shared this feedback with our marketing team. Black Card members are able to access and use all amenities in club. Guests of Black Card members are not able to access Black Card Spa amenities. To use any of our amenities in the **************, our members must check in at our customer service desk so our team members can make the amenities available and log the use of those amenities in the member's profile. While I do understand the member felt embarrassed that a team member approached their guest, the refund of $35 is not reasonable at this time as the member was not out any funds.

Thanks
**********************;
Initial Complaint
Date:07/12/2024
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.
On 7/10/24, I called the planet fitness location in ***********. I told the person on the phone I wanted to cancel my membership. She said I needed to come there. I told her I could not. She said the only other way is to write a letter. This is odd, especially since I didn't need to show up or send a letter to cancel!I contacted the company on line. They were supposed to reach out to me. they have not.I will be contacting my bank and blocking PF from accessing my account.
Business Response
Date: 07/12/2024
Club (PF Waycross, **) received member survey on 7/10/24 from member *************************** explaining that he was informed by staff that he would need to drive to the location to sign for the cancellation form or that he would need to mail a letter requesting cancellation. This is standard cancellation procedure for all Planet Fitness memberships.
Member informed in survey, he would not be driving to location or sending a letter as he did not need to do so to join. On 7/11/24 the club resolved the member's concern by cancelling the membership on the member's behalf. A note was left on Ignite for the club's record.
Initial Complaint
Date:07/02/2024
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.
Planet fitness has consistently charged me membership fees for the past 2 years despite me canceling my membership in person first and then twice on the phone with the club afterwards. So, for the laymen, which it appears their employee network is comprised of, that is $25 a month for 24 months. They owe me $600 and an actual cancellation of my membership. Further, the last time I called and spoke to the gym I used to go to, they told me the manager would call me back and they didnt have the decency to do so. I am getting sick and tired of playing this game with this organization. This is **** poor. Further, I was asked to waste my personal time to come back in and cancel this membership AGAIN even though I have done it multiple times. What a joke of a business. I want my money back and I want you to stop charging my bank account. Fix this. Right this time, as your lack of concern is becoming a nuisance, and at this point you are now stealing. I will be reporting fraud with my bank as well if you do not fix this.
Customer Answer
Date: 07/02/2024
***************
************, ** 32216
*************
Business Response
Date: 07/26/2024
****************,

Im responding to you from the complaint you placed with the BBB. I attempted to contact you by phone but was unable to reach you and a voice mail message was left. I wanted also to attempt to contact you by email if thats more convenient for you to reply to. I would like to discuss and find out more details of your complaint. Please feel free to contact me back by phone or email so we can discuss further. I look forward to hearing back from you.

Thank you,

*****************************
Area Director - ********

Taymax Group, LP
******************************
**************
Phone: *************
Customer Answer
Date: 07/26/2024

Complaint: 21930566

I do not accept the business's response as a resolution to my complaint because:

THEY did not properly cancel my membership and because THEY didnt do things right, THEY cant find the cancellation paperwork so I have to eat the last over-2-years of $25/month they have been charging me.
UNACCEPTABLE. I tried 3 times to cancel this membership and they failed to do it right every time until, apparently, the 5th of this month on my 4th phone call.

each time I did this prior I was under the impression they did their jobs.
What a joke of an organization. Hey consumer, our policy states that if we s**** up and dont log something properly we get your money so have a nice life.
give me my money back or at least half of it. This is asinine and I will
not accept any other response. ***************************** was 100% ineffective and worthless in regards to responding to a BBB complaint thanks for nothing *****!

Sincerely,

*************************
Business Response
Date: 07/31/2024
BBB,
We contacted the member on 7/26/24 by phone and email. The member did return my call the same day. I went over with the member the records we have on file for his membership, noting there was not a cancelation on file as he stated. Cancelations are signed electronically in club and added to the members account, along with an automated email that the member receives of their cancellation. We explained to the member since his membership was created on 8/31/20, there has been no communication on file about a cancellation or any billing issues. The notes show he first communicated to the club on 6/20/24 he was still being charged for an account he cancelled two years ago. The staff during that call, also let him know there was no cancellation on file and his account has been drafted each month, including annual dues since the inception of when he joined. At no time in the last two years has the member contacted the club to say he was still being billed monthly for this membership. We provided all details of this when speaking with him, also asking if he had any documents or his cancellation form as evidence of this cancellation and he did not. At this time we will not be able to provide his requested refund with no evidence of the member ever cancelling the account. His account has now been cancelled, so no additional billing will take place. If you have any additional questions, please let us know.
Thank you,
*****************************
Area Director - Taymax Group
Business Response
Date: 07/31/2024
BBB,
We contacted the member on 7/26/24 by phone and email. The member did return my call the same day. I went over with the member the records we have on file for his membership, noting there was not a cancelation on file as he stated. Cancelations are signed electronically in club and added to the members account, along with an automated email that the member receives of their cancellation. We explained to the member since his membership was created on 8/31/20, there has been no communication on file about a cancellation or any billing issues. The notes show he first communicated to the club on 6/20/24 he was still being charged for an account he cancelled two years ago. The staff during that call, also let him know there was no cancellation on file and his account has been drafted each month, including annual dues since the inception of when he joined. At no time in the last two years has the member contacted the club to say he was still being billed monthly for this membership. We provided all details of this when speaking with him, also asking if he had any documents or his cancellation form as evidence of this cancellation and he did not. At this time we will not be able to provide his requested refund with no evidence of the member ever cancelling the account. His account has now been cancelled, so no additional billing will take place. If you have any additional questions, please let us know.
Thank you,
*****************************
Area Director - Taymax Group
Customer Answer
Date: 08/02/2024

Complaint: 21930566

I do not accept the business's response as a resolution to my complaint because:
I did contact that club multiple times over the last 2 years, my wife can verify as she heard the calls and was the one who told me. If they didnt take notes at that club that is not a me problem. Essentially what I was told is that because they improperly documented, facilitated, and overall underperformed their supposed duties: I am going to have to suffer for it. Even though I have been told multiple times that this membership was cancelled. This business is an absolute joke and I cant believe the way they conduct business. This is more like a mob racket.
Do better than Oh, well we screwed up somehow but because we didnt document it, its on you now. Thanks for the money.
You guys are absolute garbage. And the recount given by the representative is not directly aligned with the call. I would assume theyre recorded, so go listen to it.

Sincerely,

*************************
Initial Complaint
Date:04/24/2024
Type:Billing 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 cancelled my planet fitness in person over a year ago. They seem to be trying to charge me even though I cancelled over a year ago. I was pregnant and now I have a child. I cannot go into the gym to cancel again. This should have been resolved the first time. Please stop charging me from my last day at the gym. These charges are unauthorized.
Customer Answer
Date: 04/24/2024
Hello, I signed up in ***************, then I moved to ********* and went to the Antioch TN club on Noblesville pike I believe. I cancelled my membership in person the last day I went, but I am still getting charged after disputing transactions with my bank at USAA and Discover. Please correct this issue, I cancelled in person & it seems to have failed, I can not go in as I work full time and have a child to take care of. This has caused me so much stress.
Customer Answer
Date: 04/24/2024
Yes, that is the one
Business Response
Date: 04/26/2024
I have checked in our system and cannot find any account under the information provided. I did speak with the member and they provided an alternate number to try as well and that did not have an account attached to it as well. The member did advise that they may have the account with another franchise in ******** and will be reaching out to them to see if the charges are coming from that location. I also provided *** ******** phone number to help locate the account but at this time there is no open account under that members name or information with this franchise that I am able to locate.
Customer Answer
Date: 04/29/2024

Complaint: 21580116

I do not accept the business's response as a resolution to my complaint because:

Planet fitness is not helping me locate or cancel an account I thought I already cancelled. I have left voicemails to the only places I have visited/joined and I am getting no response. I am being charged fraudulently at this point & I am so stressed out I cannot cancel.

Sincerely,

*********************
Initial Complaint
Date:04/03/2024
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.
At the beginning of March, It came to my attention that I was double charged for a membership at the Taymax Group - Planet Fitness location at 6060 Fort Caroline Rd, Jacksonville, FL. I signed up for the membership in February 2023 and was charged for two memberships every month from February 2023 to February 2024. The extra charges came to my attention when I was billed two annual fees of $52.68 in February 2024. The charges were to a checking account I rarely used so I didn't notice the extra charges. I met with the manager John and advised him of extra and unauthorized charges to my checking account. John agreed that a mistake was made by the employee that signed me up for the fitness membership and he would make the General Manager aware of the mistake. I later met with the General Manager and she agreed that my checking account was incorrectly charged $242.86. She then informed me that the management of TayMax would only refund the most recent annual fee of $52.68 because "too much time had passed". I was dumbfounded. I advised her that illegally taking someone's assets has a statue of limitations far exceeding a few months. In fact, I have learned that "wire fraud" has a statute of limitation of 5 years. It's incredible that a Taymax manager believes it is OK to take unauthorized funds from a customer, if it goes unnoticed. I can understand a mistake of double charging but acknowledging the mistake of basically stealing someone money and then saying you took too long to catch it so we get to keep your money is ridiculous. This decision is beyond poor customer service and is likely illegal. I would ask that Taymax correct this mistake and refund me $190.18 which is the remainder of what the company owes me.
Business Response
Date: 04/05/2024
Hello, after review we will refund $190 to cover payments that were collected from the second account.
Customer Answer
Date: 04/08/2024

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:03/21/2024
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.
So yesterday I made a complaint about a man bothering me fir a machine that had a duplicate available. The employee told me he had rights to ask. On top of that Sportsnet was out and they refused to put on TSN2. I went to check out another gym in the mall. Today March 21st 2024 at about 7am an employee now claims I owe late fees that is a lie I paid on the 29th of February ant the last day of January. I paid a late fee of $25 in January moving my payment date from the 17th to the 31st. I also bought a gym bag and a toque in January based on the arrangement I made with the same staff member claiming to be the manage but in a staff sweater.
Customer Answer
Date: 03/22/2024
*****************************************************
Business Response
Date: 04/05/2024
Hello,
I have added the time stamped notes from ***************************** membership profile from the date of the incident. I have also attached the amount owing from his account. Our team members job is to ensure our members are paying their fees before entering our clubs. ******'s actions are what lead to cancelling his membership due to a policy violation of how he treated our employee.
Please let me know if there is anything else you require from our end.
Customer Answer
Date: 04/09/2024
444 *****
Initial Complaint
Date:01/30/2024
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.
1/30/24. Just cancelled my membership after years of being a member at the ********** ************, ** location. This is not my first issue but my first written complaint. I am 54, have bad arthritis and recent surgery on my foot. I decided to go during a time that is not busy to complete the express workout. During this time, NOBODY. Another young member (who had just walked up) complained because I was apparently going to slow. Mind you she could go around me as nobody else was there. She had the area manager (*****) come reprimand me. I advised that I was not doing the steps due to my foot surgery. He immediately sided with this member although I tried to advise I was doing the same workout (one set on each machine) as she was. I have never been so offended. I have never been rude to another member and cannot believe how ***** handled the situation. I will be cancelling my husband and daughters' membership as well. I will never recommend this gym/location.
Customer Answer
Date: 03/29/2024
Address of planet fitness.
******************************************************************
Business Response
Date: 04/08/2024
This member is an active member at our ******* location as of 2/18
Initial Complaint
Date:01/18/2024
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.
This location seems to set their own hours and fails to adhere to the claimed 24/7 gym. They been closed 5 days in a row due to inclement weather but yet every other business around has been open......
Business Response
Date: 02/21/2024
Business was closed due to weather, once contact has been made club team will provide refund for days closed to ensure a great experience.
Customer Answer
Date: 02/21/2024

Complaint: ********

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:01/17/2024
Type:Sales and Advertising 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 planet fitness Black Card membership based on the television and social media advertising of access to 2500 locations worldwide because I am a frequent traveler. This language is also displayed in marketing material in ALL club locations. I have been in ************* away from my ************ home location for 2 weeks and was told that I reached the 10 visit limit at this location. This was a huge surprise as again, all marketing and advertising reference the 2500 location worldwide access. I reviewed my contract and in fine print is the below paragraph about the policy. This was not disclosed during sign up and not reviewed when I mentioned I was joining for the location access perk. To me, this seems like the definition of deceitful advertising and on a pretty large scale from a major corporation. Even today my app lists the very first perk of my black card membership as "Use of Any Planet Fitness Worldwide". There is no * or disclaimer anywhere (screenshot attached). But this is not a true perk or a true statement without paying additional money after a certain point.I'd like this reviewed as a deceptive advertising issue. I believe they should have to better disclose this limitation or adjust the advertised language.Fine Print Contract Language-D) PF Black Card Reciprocal Access: If you purchase a PF Black Card Membership, there are additional rules and limitations governing reciprocal access, including the requirement to sign in at any visiting (non-home club)location. Reciprocal access is limited to 10 visits per month to a visiting location. Additional fees may apply if you exceed 10 visits to the same visiting club in a month. Each time you visit a club outside of the country in which your home club is located, an additional fee may apply.
Customer Answer
Date: 01/17/2024
Thanks so much! My home gym is:
*************************************************;
************, ** 32258
If it also helps, the location I discovered this 10 visit limitation is:
3600 *****************
*************** ** 33308

Customer Answer
Date: 02/02/2024
Hello,
I submitted a ****** review warning others of this secret policy that goes against their advertising. Corporate planet fitness did reply to that review but only confirmed the policy, so is in my view, more proof of the deceitful advertising. I have attached the review and response for reference. Thanks!!
Business Response
Date: 02/21/2024
Hello,
In the agreement terms it outlines that with the black card you can visit any location world wide, if you are visiting outside of your franchise for those 10 times you will either pay a franchise fee or transfer your membership.
Customer Answer
Date: 02/22/2024

Complaint: 21158611

I do not accept the business's response as a resolution to my complaint because:
The policy is not in question, I included the snip from the contract in my complaint. The issue is the gyms advertising. I signed up because of the advertised "access to 2500 worldwide locations". When I inquired ************ desk, I was advised you can only change your home gym once every 90 days. With this 10 visit policy that is in the contract fine print, it means that for 80 days, they are lying and I only have access to 2499 locations, decreasing by 1 location more every 10 days until the month resets. 2499 is still a ton of gyms, but when it's the one I want to go to, it's a huge inconvenience for a membership that was advertised as including that one gym.
So yes I understand the policy of the gym, but the advertising is deceitful relating to that policy.

Sincerely,

***************************
Initial Complaint
Date:01/03/2024
Type:Order 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 signed up for gym on November 16 2023 and there was no annual fee to be paid but on Jan 01 2023 they charge me annual fee. I spoke to planet fitness that i am living 50km far away from the gym so it is not working for me to commute too far for gym. So I am thinking to cancel and I only went gym for three days and I paid you for two months so you can take 2 months of monthly payments but refund me the hidden fee of 55)$ that you charge me but this buissness isn’t refunding it back and scamming. I want you to please help me to get my 55$ Refund that they charge me in a hidden way
Customer Answer
Date: 01/03/2024
3060 Davidson Ct **** ***** *********** ** *** ***
Customer Answer
Date: 01/03/2024
3060 Davidson Ct **** ***** *********** ** *** ***

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Planet Fitness - Taymax Owned is NOT a BBB Accredited Business.