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.

close

Find a Location

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

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:07/27/2023

  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.

  I have now sent out a letter to cancel my membership 3 different times and I am still getting charged. The 1st time I sent a letter was back in december of 2021 then again in February of 2022 my last letter was sent December 2022. I called multiple times letting them know I sent letters and was advised to send another cancel letter. I have not used the gym, I've sent letters and it's still not canceled! The last call I made to the facility the person was very rude about the whole situation and said take it up with my bank if I want my money back. I can't cancel my card because the facility has my bank account number not my card information. I am so tired of seeing planet fitness charged on my account. I wrote a complaint on the planet fitness app and was told to contact the facility. I am requesting a refund in my letters and made copies before they were sent in the mail. I am at a loss, I just want my money back! I am an unsatisfied customer that did what they asked to cancel and am now being punished with years worth of unauthorized charges. After doing research I found out I am not the only one struggling with canceling my membership.

  Business Response

  Date: 09/25/2023

  After reviewing the account there is nothing on the account that shows any cancellation attempts, calls to speak about cancellation or any letters sent. I was able to go ahead and make an exception to close the account out and there will be no billing on the account going forward. As advised in the agreement contract we will refund account issues made aware to us within a 90 day period. 

   

  Thank you 

   

• Initial Complaint

  Date:07/17/2023

  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.

  I was lied to about membership fees upon signing up at the Spring branch location. I then switched to the New Braunfels location, and I was charged an additional fee, which I was told would not be for another year. I asked about canceling my membership, and I was told I needed to visit in person. This is not possible as I travel full-time. I’m demanding my membership be canceled immediately.

  Business Response

  Date: 07/19/2023

  Hello, my name is Lisa G*****. I am the Area Director for Planet Fitness, Taymax.

  I have attached Mr. *********'s Agreement and notes on his account regarding his inquiry of the Annual Fee. The Agreement states the payment he made on 5/19/2023 was his startup fee $63.36, also including his Annual Fee would draft on 7/01/2023. The notes state Mr. ********* called on 7/05/2023 regarding the draft and that he would cancel with his bank account. We do our best to accommodate our members, on 6/3/2023 we issued a hard transfer for Mr. *********; meaning he wasn't in our system for more than 30 days after he joined to transfer to another location. My Team at Bulverde transferred Mr. ********* to assist him with the convenience of the New Braunfels location. Mr. ********* can also upgrade to the Black Card membership if he travels so he is able to utilize PF in his travels. If Mr. ********* still wishes to cancel, he can also send a certified letter, which is also stated in his agreement. Please let me know if any further assistance is needed.

  Sincerely,

  Customer Answer

  Date: 07/19/2023

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because it's nonsense. I emailed about canceling because it's nonsense.  I called on July 19 about how to send the letter and the person at the counter said they couldn't find the email and to call back at 6:00am. I'm out of town for the next few months. I'm not driving to the post office, and I'm not physically mailing a letter. I messaged ******@taymaxgroup.com with my request to cancel, as this was the email your desk person gave me. 
  
  
  
  Sincerely,
  
  
  
  **** *********

  Business Response

  Date: 07/20/2023

  We have responded to the complaint. We considered this closed. Thank you very much.

• Initial Complaint

  Date:07/05/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called this business today and was told that I would be unable to cancel my membership unless I show up in person. I have been trying to cancel this membership for months now, and have been unable to drive out to the location in order to do so. There's no way to cancel the membership on the application they offer, and I'm currently unable to send anything through the mail with my current living situation, so the option to write them a "letter" will also not work.

  Business Response

  Date: 07/17/2023

  This has been cancelled 

  Customer Answer

  Date: 07/17/2023

  
  
  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:06/13/2023

  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.

  I am planet fitness member and joined there last year. In January, i went to the location **** ****** ** ** ************ ** *** *** to cancel my membership. I went there in january 29th, 2023. The employee working there told me that it is canceled and good to go. So I deleted the application and didn't look in to my bank account. Last month I was looking something else in my account and found that account not cancelled and they still charges money for the membership. I talked to the manager at this location to refund my money because I came to the location to cancel it and employee didn't cancel membership but still they are saying it it was my mistake and they can't refund money. So today morning, I cancelled membership but still they will charge one month fee because the 17th june is monthly payment cycle. I saw review on google about this location and found couple of similar incidents there. It is purposely done by the planet fitness team they knows how to make money by this trick.

  Business Response

  Date: 06/27/2023

  We connected with this member, we offered them a refund and they
  were thrilled with that. They appreciated that we made them feel heard and will
  be making things right for them. This case can be closed.

  Customer Answer

  Date: 06/28/2023

  
  
  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:06/13/2023

  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.

  I have been being charged for two black cards at two different locations by planet fitness since around November 2022 when I signed up for a new black card at orange park FL. When I signed up for the new black card the old planet fitness started charging my account too. I never gave the gym permission or my new bank account information which means my information was shared without permission and I also when into the planet fitness location in palm coast in August 2021 to cancel when I knew I was moving out of town and then I faced health issues and took a break from the gym. Until November 2022 when I recovered from the removal of a throat tumor. The gym is important to me as I have lost 120 lbs all by self discipline. I have 5 children and can't afford to pay double the price for a black card. Why would someone have 2 black cards when being a black card member you can visit any other planet fitnesses? I recently called the corporate office and they sent me an email stating the palm coast gym is refusing to cancel the membership at that gym even tho I am requesting that and that they refuse to process a refund as I haven't requested to cancel. I just continue to get a run around.

  Business Response

  Date: 06/27/2023

  We spoke with the member and will be issuing her a refund. This can be closed out
  now. Thank you!

• Initial Complaint

  Date:06/09/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  By far the worst company to trust with your personal information. I was furious to find out that a friend of my daughter who is homeless needed a free place for she and her boyfriend to shower, she was able to sign up for 2 separate memberships with very little effort using only my account and routing number. I only found out when my account was charged $50 for memberships I never signed up for. I was charged on May 25th and 26 for $25 each charge. When trying to contact the gym to get this resolved I was told that I would have to speak with a manager but one was not available. I was told they wouldn't be in until 5 am Monday morning because they didn't work weekends. So I set my alarm to wake up extra early to catch one. Only to be told they actually wouldn't be in until 8 am. But come 8 am still nobody was available to talk to me. After about a week of trying I was finally able to reach someone but to no surprise they were less than helpful and were very rude. When I asked how it could be possible for someone to sign up so easily using only basic information and an account and routing number without ever ever requiring any sort of photo ID. I was told that it could be done either online or through their app. I then I asked how it would be possible for these people to even use the membership or even attend the gym without having to show some kind of proof of identity first? Apparently these fraudsters could attend any of the gym locations besides the location they listed when signing up and be able to walk right in and use the membership with no questions asked or ever having to show ID. I was completely flabbergasted. Even though I was not the one who signed up and have never even stepped foot into any of their locations they were going to be keeping my money and if I wanted it back then I would have to dispute it with my bank. Which is exactly what I did but only to find out that it could take up to 6 months before I can even get my money back. My husband and I are both elderly and disabled and with living on social security you can't afford to lose $50. But this place could care less. Yes folks apparently all you need to sign up is very minimal information and a routing and account number. So any homeless person off the street can shower regularly for free while costing you dearly. And it amazes me that planet fitness does nothing to prevent this kind of thing from happening and continues to allow this type of behavior to continue. Deplorable.

• Initial Complaint

  Date:06/08/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a member of this location for years and a member of the Penn Hills Planet Fitness location for years before that. I received a survey from Planet Fitness in early to mid-May of 2023. I expressed my dissatisfaction with the club and noted that I was going to be cancelling my membership at the end of May. Mike E****, one or the owners, RESPONDED TO ME ON MAY 24TH, MEANING THAT HE KNEW THAT I WANTED TO CANCEL MY MEMBERSHIP AT THE END OF MAY. I cancelled it at the club before the end of May. The employee, Nora, who cancelled it SAID THAT I OWED NOTHING AND WOULD NOT BE BILLED FOR ANYTHING. She wanted me to sign something and BEFORE I SIGNED IT, I CONFIRMED THAT I OWED NOTHING AND WOULDN'T BE BILLED FOR ANYTHING. While leaving the club, she called me back and said that I WOULDN'T BE BILLED FOR JUNE'S MONTHLY FEE, BUT THAT I WOULD HAVE THE $29 ANNUAL FEE FOR 6/01/23 TO 5/31/24 BECAUSE I HADN'T NOTIFIED THEM OF MY INTENT TO CANCEL MY MEMBERSHIP BY MAY 26TH, WHICH I OBVIOUSLY HAD BASED UPON THE OWNER'S RESPONSE ON MAY 24TH! IT MAKES NO SENSE THAT I WASN'T RESPONSIBLE FOR JUNE'S DUES SINCE I WAS NO LONGER A MEMBER IN JUNE, BUT THEY WERE BILLING ME FOR AN ENTIRE YEAR'S ANNUAL DUES FOR JUNE 1ST THRU MAY 31ST OF THE NEXT YEAR WITHOUT BEING A MEMBER OF THE CLUB FOR EVEN ONE DAY OF THE ENTIRE YEAR! I emailed Mr. E**** on May 31st and REMINDED HIM THAT I HAD STATED MY INTENTION TO CANCEL MY MEMBERSHIP AT THE END OF MAY AND HR HAD READ MY SURVEY AND RESPONDED TO IT ON MAY 24TH, 2 DAYS BEFORE THEIR SELF-SET ARBITRARY DEADLINE! HE RESPONDED THAT IT WAS "COMPANY POLICY" TO CHARGE AN ENTIRE YEAR OF ANNUAL DUES IF THEY WERE NOT GIVEN SUFFICIENT NOTICE, WHICH THEY WERE GIVEN!!! HE IS AN OWNER AND OBVIOUSLY HAD THE POWER TO WAIVE AND REFUND THE FEE, WHICH I HAD REQUESTED IN MY EMAIL TO HIM BEFORE IT WAS EVEN DEDUCTED FROM MY ACCOUNT. I NOTIFIED MY BANK AND DISPUTED THEM TAKING THE $29 FROM MY ACCT BECAUSE I HAD NOT AUTHORIZED THE CHARGE.

  Customer Answer

  Date: 07/26/2023

  Hopefully it will remain on their record that they have a complaint that they didn't respond to any that wasn't resolved so that other consumers in the future are aware of their predatory business practices.

• Initial Complaint

  Date:05/03/2023

  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.

  On 1//31/2023 I entered the planet fitness in Rocklin, CA to begin my work out, after scanning my membership pass, I was stoped by a young male. Who stated I was unable to work out due to me working out more than 5 times a month. I explained to him, I live in Arizona however I travel 85% of the year and I obtained membership in Killen, Texas when I was deployed there. I advised the guy who helped me get the membership knew I would be traveling to multiple states and stated the membership I have would grant me access to all gyms throughout the country with no restrictions. After explaining this to the young male in the Rocklin gym he said that didn’t matter and I was unable to work out. I then explained to him I would need to cancel my membership as clearly I was mislead into the guidelines. The young male then told me I needed to pay him 5$ to get my membership canceled which I did. I asked for a email confirmation he said he couldn’t give it but my membership is canceled. Days go on, and I’m now in Denver, Co when I check my account and see that Planet fitness has Charged me $25. I immediately called Planet Fitness in Rocklin and I spoke with a woman who said my membership was not cancelled. I explained to her on 1/31 I paid 5$ to cancel it she said that the account was not canceled and she’s not sure what the guy charged me 5$ for and they don’t have the authorization to cancel the membership. I requested a manger she said none was onsite but one would call me back. That call never came and yet I’m still being charged 25$ a month for membership I was told I can’t use because I worked out more than 5 times a month and the guy charged me 5$ for something that no one can confirm what it was for. I need my money back from planet fitness for the last 5 months they’ve been charging me plus the 5$ refunded back and my membership canceled I tried resolving this with the planet fitness but they have yet to help or returned my call.

  Business Response

  Date: 05/12/2023

  I have attempted to reach out to ****** via phone and email but have been unsuccessful receiving a response back to assist in resolving this matter. 

• Initial Complaint

  Date:04/20/2023

  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.

  Hi Team,
  
  I cancelled my subscription on the 15th of April and still got charged for the next month $28.24 for next month. Why should i be paying charges for the month i am not utilizing the services. The manager and the associates denied to refund and also poor customer experience. I plan to join back at a later time but after such kind of experience would never do that. I want the charges to refunded. Thanks!

  Business Response

  Date: 04/21/2023

  Hello, 

  Our contract states that members must cancel prior to the 10th of the month in order to not be charged for the following month after they cancel due to the processing timing of our electronic funds.  this is also communicated at the time the members signs up.

  Customer Answer

  Date: 04/21/2023

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because: Your staff mentioned that manager can have that waived for you, your manager was not ready to admit that. I think the manager name is Mike. Look, i have not even used the service for months. I would be rejoining later. But if this is a distasteful experience, i would not ever join back and tell my friends and family to revoke the contracts too. Please refund me my last month fee since i am not utilizing the service at all.
  
  
  
  Sincerely,
  
  ***** ****** ******

• Initial Complaint

  Date:04/14/2023

  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 called to cancel my membership and was told I can only do that by going to the club(an hour away) or certified mail and I work 9-6pm. It’s deceptive that you can cancel at anytime. 90% of companies many customer service accessible to all. What if I was handicapped and could not drive an hour. I already can’t make it to the post office due to my mandatory work schedule. They are not reasonable and very snarky when questioned about this rule. “It’s in the contract” seriously? So we had to sign a contract saying we could cancel at anytime as long as it takes more effort then to just let them collect their monthly fee. I would like this cancelled and if it doesn’t get cancelled I will call my bank and suspend payment.

  Business Response

  Date: 04/17/2023

  This membership is canceled as of 4/17, member has access through 5/16 due to 4/17 payment. 

  Customer Answer

  Date: 04/17/2023

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because: I made many calls in March requesting this be cancelled and done. I moved in the beginning of March. I would like the April 17th payment reimbursed and I don’t need access to the club at all.
  
  
  
  Sincerely,
  
  
  
  ****** **********

  Business Response

  Date: 04/18/2023

  Due to the terms of our agreement, we consider this closed. 

  Customer Answer

  Date: 04/18/2023

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because: Your contract is deceptive, non-inclusive to all individuals and unfair . It is not inclusive to people of all classifications as it causes undo stress and hardship for individuals who can not show up in person or make it to the post office. You give the option to sign this agreement from home but refuse the option to “cancel at anytime” also from home. It’s a 24 hour club however the post office is not a 24 hour business. People should be taking this contract to the attorney generals office. 
  
  
  
  Sincerely,
  
  
  
  ****** **********