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

  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:12/18/2023

  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 had an account at the beginning of 2023 I ended up closing the account since I no longer needed to go to that gym. I signed all the forms on the pad. I received a cancellation form. I ended up deleting it because I thought I no longer needed it. I have an email saying that the account is canceled next to the number. The agreement number for account one is *********9. During this time, I was not getting charged or receiving notifications they were trying to charge me. I could not see the first account on my online account. I went and opened an account again in March. I ended up having emergency surgery in early April. I asked them to freeze the account, which they did. I ended up going back to cancel. They said I needed to come in person, which I could not do then. They were charging me for the second account per usual. I then was able to start going back in person. After once or twice, they said I have two accounts. The girl was super nice trying to figure out what was going on. Then the manager came in and I asked her what was happening because I explained the whole situation and that it was canceled. She said in order to close the second account I needed to close the first one. I said I don't have it anymore, but I have the email of the agreement numbers, which say it is canceled. She just said no, and I had to pay. I asked how much it and she said I think $164. I showed her my numbers and all and she said no. She then continues to say you must pay to put your card in. You need to pay. That is all she was saying. I said no and left because she did not want to talk about anything else. So much so she was screaming as I was leaving you need to pay, you need to pay. It was a scene. I haven't gone again because it was honestly such a freaky experience, and she would not let me talk to anyone else. I don't want this to go to collections. My bank has blocked the transactions and said this was a common experience with Planet Fitness. I just want the accounts closed.

  Customer Answer

  Date: 12/21/2023

  The Planet Fitness is 

  1925 N Monroe St, Tallahassee, FL 32303, United States

  Business Response

  Date: 12/26/2023

  Member was advised that they had a 70 dollar balance on the account and that we were unable to cancel with a balance on the account in 07/2023. Members account is not currently being billed monthly, however we will still attempt to collect balance owed on the account occasionally per the billing agreement signed by the member.

  Customer Answer

  Date: 01/03/2024

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because: This does not resolve the issue. I had closed my old account and had another one. I came in multiple times and was never made aware that this existed. As previously attached the screen shot clearly states that it was cancelled. I do not understand why I am being charged that amount. Even when I do not have access to any of that financial information in my own online portal. 

  
  
  Sincerely,
  
  
  
  ******** *******

• Initial Complaint

  Date:11/13/2023

  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.

  The manager at this location refused to call me back. A late fee was assessed for the first time in years of paying on this membership and only managers can waive them. Instead of calling me back, they randomly cancelled my membership. I have given this place hundreds of dollars and now they are throwing that all away over nothing. I want the late fee waived so I can pay my monthly membership dues.

  Customer Answer

  Date: 11/17/2023

  **** **** **** ** ****** Antioch, CA 94531

  Business Response

  Date: 11/27/2023

  Fees was waived and club GM explained the process, also confirmed member's info.  This case is resolved 

• Initial Complaint

  Date:11/02/2023

  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.

  When I sign up for the membership and even on the advertisment, it is clearly stated that the registration fee is one time. However, today I got a charge of $44. I called to the club and asked. They said it is annual membership fee and insisted that I am fully aware when I signed the contract. The employee was so rude and yelled at me over the phone and make me to go to the club to cancel the membership when I asked to cancel it over the phone. The $44 annual fee was a hidden fee withdrawn from my bank account without my knowledge. No email or any way of communication before withdrawing. Now when I called, the manager keep repeat “ one time annual fee”. But I am sure that back then when I sign up, it stated that the fee is “one time only”. I am pregnant now and not even going to the gym anymore. However, I still keep my membership active because I don’t want to pay for the registration fee next time when I sign up again. If I know that I have to pay for annual fee, I would have cancelled it 3 months ago. When I discuss with them about the matter, they kept bring up the contract but I’m scare that the contract has fabrication without my knowledge. I think it is hidden fee and illegal but I just want to get my money back and cancel my membership ASAP

  Customer Answer

  Date: 11/03/2023

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

  Business Response

  Date: 11/03/2023

  The Annual Fee, ****** is referring to comes out of our members account annually.  This fee covers the wear and tear of our facilities and is listed in all of our membership agreements.  He should have a copy of the agreement as they are automatically emailed to al members upon signing.

   

  Kind Regards, 

  B******

  Customer Answer

  Date: 11/03/2023

  
  
  Complaint: 2*******
  
  
  
  I do not accept the business's response as a resolution to my complaint because: I was not informed and aware of the annual fee as it was stated “one time fee” when I signed the agreement. It means the fee is only one time per registration as I understand correctly. It was never stated as “one time annual fee” when I sign up for the membership
  
  
  
  Sincerely,
  
  
  
  ****** *** ******

  Business Response

  Date: 11/14/2023

  Hi There,

  Sometimes misinterpretation can happen during the sign-up process.  That is why we have the agreement in place. It is up to our members to fully read the agreement they are signing off on to ensure they understand our policies.  The annual fee is never paid at the time of sign-up.  The one-time fee at sign up would be the prorated fee is applicable depending on the membership offers at the time of sign-up.  The annual fee is completely separate and is thoroughly documented in our agreement.

• Initial Complaint

  Date:10/27/2023

  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 cancelled my membership with a Planet Fitness Manager Aug 2021, however, Planet Fitness started charging me $11.30 monthly even though I in followed the approved cancellation proceedure. For over a year Planet Fitness has been charging my account $11.30 to this day. I have not been in a Planet Fitness for atleast a year and a half and cannot get the charges to stop. Through my bank I would have to change the account number on an account that I've had for over 40 years or place a stop payment for every month going forward. Please assist. I would like to have this investigated, the charges reinbursed and billing stopped. I really need assistance here. I have not been in a Planet Fitness for over a year and a half and have a membership at ******** for over a year. The staff at this location seem unwilling to help provide a remedy or stoppage and I need some real help. I have included my contact information below. I look forward to your follow-up and action on this account.
  Thank you,
  **** ********* ** **** ****** ******** ******* ****** ************************ 

  Business Response

  Date: 11/08/2023

  Hi There, 

  Our records show that **** ********* cancelled in November 2021 due to a policy violation.  Attached is her billing history.  **** has not been since the cancellation took place.  Please let me know if you require further details.

   

  Kind Regards, 

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

• Initial Complaint

  Date:10/23/2023

  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.

  DATE: 10/20/2023
  
  AMOUNT: $24.99 (monthly fee) / ANNUAL FEE: $49.00 = 198.94
  
  DISPUTE: I NO LONGER WANT TO JOIN THIS PLANET FITNESS FACILITY BECAUSE I WAS TREATED DISRESPECTFULLY BY MANAGER LOREN G****
  
  THE BUSINESS HAS NOT TRIED TO RESOLVE THE PROBLEM, BECAUSE THE PROBLEM IS THE MANAGER OF THE FACILITIES, LOREN G****
  
  ACCOUNT NUMBER IS 40864
  
  ADVERTISING: REFER A FRIEND AND $1 DOWN/$10 MONTH FEES

  Customer Answer

  Date: 11/05/2023

  Sadly, I have not heard from the business. How sad.

  Business Response

  Date: 11/27/2023

  Membership was cancelled on 10/29, no further action needed.
  
  

• Initial Complaint

  Date:09/27/2023

  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 joined PF because of the No Contract and You can cancel anytime ads that they constantly advertise. I worked out their for a year before I started having issues. Went to orthopedic surgeon and was told I can not walk without a boot on because my Achilles could rupture at any time. I came in and told the front desk lady. I constantly asked for the manager but they told me numerous times that the supervisor/manager wouldn’t do anything. The last time I stepped foot in PF was October 3, 2023. I brought in a letter stating I was having sx and my account needed to be cancelled. That is when I was told PF doesn’t cx but will put it on hold. Okay, so let’s go forward several months. I had surgery February 20th, 2023. 3 bone spurs cut out of my heel and my Achilles cut an inch out and pulled down being held by a pin. I didn’t realize I was still getting billed until June and that’s because I got a text saying my payment didn’t go through. I lost my debit card and had to get a new card. Since June, I’ve tried multiple times to contact the owner or someone other than the person wiping down the equipment.

  Business Response

  Date: 10/05/2023

  This account has been located and cancelled. We have submitted the refund and the member should see that within 10-14 business days. 

• Initial Complaint

  Date:09/14/2023

  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.

  When I established my membership I advised the representative that I'm singing up as a Silver Fit membership through my health care provided. I was then advised they never heard of Silver Fit and they would look into it. Meanwhile, I was being charged for a normal membership. I ended up cancelling the membership for the confusion and my daughter was being body shamed.Then I finally spoke to a assistant manager and he advised me that they do have a Silver Fit membership and would pay nothing for it. We then discussed a refund. He wrote a note to the manager regarding the refund. I was advised that corporate would issue the refund on which the card was being charged, then I was told that a check was mailed to me, which I never received, then they said they would look into it. To date I have been passed on to corporate, corporate advised that I would need to discuss this with the Area Manager. The area manager finally sent me a message that does not make any sense. He advised me:
  
  On Thu, Sep 7, 2023, 3:27 PM Ali I****** wrote:
  
  Hello *******,
  
  As we stated before unfortunately without a proof of cancelation, we can’t issue a refund. Did you happen to find your cancelation request?
  
  
  Regards,
  
  Ali I******
  
  Area Director
  
  
  
  They never had me fill out a cancelation form. 
  
  
  My email to the Area Director: Never gave me thr option too.
  
  I repeatedly went to the location and called them for months. I was advised that they left a note the manager, then they would tell me I had to contact Corporate, which I have done so, now I have been working with you on resolving this.
  
  
  This is unexeptable... 
  
  I have several other emails to him as well.
  
  

  Business Response

  Date: 09/21/2023

  Membership is cancelled, member had a few over due balances across many accounts. we explained to the member many times we cant provide a refund while the member owe balances. this case is closed and we informed member about this

  Customer Answer

  Date: 09/22/2023

   
  
  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:09/12/2023

  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.

  Planet fitness made it extremely difficult to cancel my membership with them. I signed up in July 2023 but I relocated and got sick with the flu and was too weak to do any strenuous work. I called planet fitness and the customer rep told me that they do not cancel any plans on the phone. At the time I was not able to get up and drive. Im requesting to ask for a full refund please. I only used the membership once.

  Business Response

  Date: 09/18/2023

  Team members of the location are correct in the cancellation process, as outlined in the contract signed by member. Membership has been cancelled but a refund will not be processed as the team followed procedure of the contract where cancellation is clearly outlined on page one. 

• Initial Complaint

  Date:09/05/2023

  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.

  My purse was stolen from the Planet Fitness locker room - lock was cut - and two car keys + wallet were taken. Because the person(s) who committed this crime have two key fobs, I cannot park my car in that lot unless I spend $1,000 to get two new, reprogrammed keys + reprogrammed car. My car unlocks anywhere in the parking lot from the front door of the gym and can easily be stolen. The gym manager promised to switch or "hard transfer" my membership to a different location but as of yesterday even - 1.5 weeks later - it was still not done. I have called and left messages; talked with staff at both the Concord and the Walnut Creek location; been told that I cannot transfer if I haven't been a member long enough (being robbed was not my fault; short of paying $1,000+ taxes for new fobs I cannot secure my. car; they did not offer me anything - not even a month free for my trouble of replacing cards, driver's license, insurance cards, etc. nor did I ask; and they won't let me transfer because of some policy RE the duration of my membership????). I want a transfer from the Concord Planet fitness to the Walnut Creek Planet fitness immediately.

  Business Response

  Date: 09/18/2023

  Hello,
  
  Account transferred to Walnut creek per member request.
  
  

• Initial Complaint

  Date:08/25/2023

  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 went into Planet Fitness a few days after my payment had not been processed and I asked the young man at the counter if I could pay. He said, 'oh no, you're all paid up.. it's gone through.' i said, okay great. Then a couple days later, i went to the gym at about 5 am and the gal said, okay no problem you can use the gym but it will be including a late fee now because you were behind the 7 days. I said, I tried to pay though before the late fee had been instated and she said you've got to talk with your location (and completely sent me out, wouldn't let me work out at 5 am which is always kind of a big deal to prep for so that was irritating too).. so I went to see the manager and she said oh sorry, we've granted you leniency before on charges.. (MIND YOU, THESE WERE DOUBLE CHARGES ON MY ACCOUNT FOR THE ENTIRE YEAR DURING THE PANDEMIC, WHEN THE GYM WAS CLOSED.. SO GEE THANKS FOR REFUNDING MY MONEY) so she refused to release the late fee.. now I've spoken with her manager (so she says, I could have been chatting to her best guy friend for all I know) bc he said day 1 that is ludicrous, we'll get that resolved right away.. then a week later, i've heard nothing from him.. then 2 weeks later, he says oh sorry its been crazy, shoot me an email so I can cancel your membership.. then no response... i called him days later, saying, 'this is why I don't even deal with bad companies anymore, I just contact the BBB' and he hit me back right away with okay, np.. the charges are cancelled but if you ever want to come back you have to pay the late fee.. I said, 'why should i have to pay for something that was not my fault? why should i have to pay extra when i had my money out and your worker was too high or lazy to take my payment and said I was paid up.. how's that my fault?' No response.
  I need to cancel my membership (DONE!) and I need the balance due wiped. Stop trying to process payments (they've tried TWICE this past week!) I'll never step foot in your filthy gym again.

  Business Response

  Date: 08/29/2023

  Hello,
  
  We canceled the members membership based on the members request, member demanded to waive the late fees which we did before and not allowed to do anymore, we didnt demand any payment from the member for the past due amount. case is closed