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 - Taymax Owned

  11660 Keleket Dr Unit Frnt Pittsburgh, PA 15235-3327

• 

  Planet Fitness - Taymax Owned

  444 Yonge St Toronto, ON M5B 2H4

• 

  Planet Fitness

  1025 S Main St Ste B Red Bluff, CA 96080

• 

  Planet Fitness - Taymax Owned

  80 Mapleton Rd Moncton, NB E1C 7W8

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:03/23/2023

  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 was charged with late fees on a credit card this company signed me up on. Nothing had changed with my file there, and when trying to resolve this issue, I ran into multiple instances of poor customer service. I was a loyal customer who very frequently used this facility.
  
  This was a span of around two weeks with trying to receive answers on this issue. I was either not being helped, told to come back the next day to talk to the store manager(so I did for the first 3 days) , multiple employees "writing my information down" (and a brief description of what was going on) and me showing back up saying the last person never wrote anything down, and no one keeping up constant communication with me. The store manager told me they would contact me and stay in touch, but that was not the case. I had to call the financial company they work with for that store manager, to which they said I would have to get a refund from the store. The store manager said that was not true and they would call. (Mind you this store manager is still not keeping up with me so I call the financial company again and come back) then they say they will email them. I asked to be CC'd. They said okay. No emails come through. I had to come back into the gym and ask for an update. They said they couldn't CC me in. So this is now three times I had to reach back out for any sort of communication. Also, when I would call the store and say my name, asking if the store manager is there, a few of the employees were stifling laughter.
  
  It just really disappoints me how a loyal customer has to pull teeth and also be ridiculed for just being distraught, confused, and just wanting compensation or at least maybe some answers. However, I was faced with the lack of human decency.

  Business Response

  Date: 03/26/2023

  Hello,

  we’ve refunded 95.31, we apologize for the way the membership was set up in the system. 

  Customer Answer

  Date: 03/27/2023

  
  
  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,
  
  
  
  ******** *********

  Business Response

  Date: 04/21/2023

  We’ve refunded $125, we apologize for the inconvenience here. 

  Customer Answer

  Date: 04/21/2023

  
  
  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:03/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was working out at the Planet Fitness in New Braunfels, TX when I began receiving alerts on my cell phone that my debit and credit cards had been compromised and were being used at retailers around the city. I immediately went to check the locker that I’d locked my personal belongings in with my own lock and realized that my locker had been broken into and a lock that wasn’t mine had been placed on it. I went to a personnel member and informed them of the situation. They opened the locker for me and I noted my wallet had been stolen. I have the following issues: the gym has security cameras but I was told footage wouldn’t be reviewed due to breach of confidentiality, the locker was opened by personnel without any identifying questions being asked, therefore, it doesn’t appear anyone’s items are truly secure. It appears that there are no policies or procedures to assist or protect gym members from having their personal identities compromised in Planet Fitness’ establishment. I have filed police reports in the jurisdictions my financial cards were compromised in and have been inconvenienced greatly. Yet, I’ve not received any assistance from Planet Fitness in filing reports or finding the criminals that stole from me. I left my contact information with the personnel and have yet to receive any correspondence.

  Business Response

  Date: 03/23/2023

  Hello Darius,

  I am truly sorry to hear about your experience. I will contact you with the phone number provided to resolve and assist you with your case.

  Sincerely,

• Initial Complaint

  Date:02/21/2023

  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.

  On Feb. 15th, I joined a membership at Planet Fitness. I went there the same evening quickly became unsatisfied. They had no variety of equipment, certainly not worth the amount. I called on the 16th in the morning and cancelled my membership, which I had for one day only, but they still took my money out of my bank today on the 17th, I called planet fitness, they told me it's because I have to cancel before the 10th of the month, and I said, I didn't even join til AFTER the 10th of the month. I want them to return my money because I had the membership ONE day, I am very disappointed and displeased with the gym, I cancelled right away and my account was closed when they took my money out. they should not be allowed to take money from an account that was ONLY a day old, cancelled, and from a customer who was displeased by the service.

  Business Response

  Date: 02/28/2023

  Membership has been canceled and member has been refunded the requested amount.  no further action is required.

  Customer Answer

  Date: 03/03/2023

  
  
  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:02/17/2023

  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.

  Today's date of 02/16/23, I reached out seeking to change billing information, upon which the Front Desk Attendant Ms.Kathy was nice enough to instruct me on the procedure, which I was already fairly familiar with, as I was an employee of Planet Fitness years ago. Additionally, she then prompted me to take care of a past due charge from 06/17/21, noting that I was never made aware of this prior, so looking a bit deeper, while on the phone we discovered within the same month this franchise had incorrectly charged me a 39.00 USD annual billing, on 06/01/21. At which point, Ms.Kathy said her manager Dave would be back from lunch to handle the situation, as she was without managerial authorization. Therefore, I thanked her for her time and information & she made notes of our chat, so Dave would not be left in the dark when I called back the following hour.
  Upon the callback, I was greeted by the next shift's Front Desk Attendant, named Dawn. The conversation ended there; however, because before I could finish introducing myself she immediately hung up. Now, the Natrona Heights Planet Fitness is trying to avoid my calls. This is problematic, as I need to speak with this Dave, at the very least to square things up and cancel the account, if need be. I can easily send a letter with the correct correspondence to do so, but what would that do, if the account is still noted to not be canceled because of a situation the staff and management itself are unwilling to address?
  
  Refusing to solve membership issues is counterintuitive when you operate a business based upon maintaining memberships. As someone who has spent 553.49 at this establishment alone, not including other PF franchises, one would think it would behoove them to communicate to me, their member.
  
  attached page from my membership documents detailing how annual is due 08/01 of every year starting form 08/01/21. The evidence is clear that an employee made a mistake when updating, what's not clear is why cover it up

  Business Response

  Date: 02/24/2023

  Hello,

  this looks to have been resolved in club on February 17th, 2023 by crediting two future payments in March and April 2023.

  
  If there is anything else, please do not hesitate to reach out.

• Initial Complaint

  Date:02/01/2023

  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.

  Tried to cancel a membership that I signed up for online and says I have to visit a club. I never even went to a club. I signed up online Now I’ve been hit with 2 monthly charges and an annual charge. I am an otr driver working out of tow. This is complete ******** and a scam to get money for no services while making cancellations difficult. I want a full refund of all charges and membership cancellation

  Business Response

  Date: 02/02/2023

  Hello, we've canceled this membership. We will not provide a refund due to the terms of the agreement. 

• Initial Complaint

  Date:01/30/2023

  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.

  January 23rd, 2023.
  I took my teenager there to work out today, but since someone else in the yellow room wanted to use a machine after my teenager had just sat down, my teenager was told by the staff who's Caucasian with a brown beard and brown hair ; that checks everyone in as well, that my teenager had to get up immediately or be kicked out the gym by security that they have standing around. Mind you,they had just sat down at the equipment, but the luxury was passed to other people to come up and tell my teenager to move, they want the equipment. Lies were told to the staff that my teenager had been on the machine to long, when in actuality they had just got on there. Also, there are no signs that say you have to move from one machine to another like they claim. Also, that is no way to treat a minor, and they were told by my teenager that they was a minor. Noone cared the security guard didn't care, nor did the staff care. Mind you, the only option was given for them to be kicked out the gym to the streets, and that's very sad. The general manager doesn't care she just backs up the employees that work there to help them keep their job and hers. Her name is Tiyanni Washington, is the general manager that doesn't care. The same guy came into the womens bathroom with my minor there preceded to jump up look over the bathroom stall while my minor was using the restroom. I think they should have another procedure of having a female check the restrooms before a male goes into the women's restroom to clean it. Once again, when I tried to report this matter nothing was said or.done, because they simply don't care. On any given night, most of the staff that check people in have a very nasty demeanor about themselves. Even when you complain to coporate nothing will be done about it.

  Business Response

  Date: 01/31/2023

  Hi ****** *******,

  My name is Chuck and I'm the Area Director for FL. I would like to get some additional information on your concerns with our Southside club. I reached out by phone and left you a voice mail. If you could please return my call at your earliest convenience.

  Thank you!

• Initial Complaint

  Date:01/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I joined Planet Fitness 11/4/22 paying $48.61 down, then $16 monthly for their 15NR membership. I used 3 of their clubs, all within a short distance of each other in the area. The 1st one was too cold inside including the shower room, and was confirmed by other members, the 2nd location had serious plumbing problems in the shower room (low water pressure at the sinks and showers, plus no hot water, tepid at best), and the 3rd location (14444 Beach Blvd) also had similar plumbing problems as the second location (low water pressure and tepid temps at the sinks with hover faucets that didn't work most of the time). I joined primarily to shower having been made homeless by hurricane Ian, and living in my car. I transferred from location to location hoping to find better washrooms, and they honored my membership at each in spite of taking 90 days to transfer. I approached the staff several times about the dismal washing conditions, but they showed little concern. One staff employee at the 3rd location even refused to honor my membership, saying I had to wait 90 days for the transfer. Each time I checked in, I was detained and asked if I wanted to transfer to which I agreed each time, but this became annoying after the dozenth time of being asked. Finally, the 3rd location upon my request found the misplaced key to the family bathroom which suited my needs, and all was well. I even apologized for approaching them so often about the same thing, and we parted good company when I left the last night I was there. However, the very next morning I was shocked by a voice message from this 3rd (subject) location that my membership had been CANCELLED, unjustifiably accusing me of causing problems. So instead of showing any genuine concern for my needs, I'm accused of picking on their staff! My money hasn't even been refunded yet as they said they would do. After such inappropriate and amateurish treatment by this 3rd location, I should receive a free lifetime membership!

  Business Response

  Date: 01/30/2023

  Hello, This membership is canceled due to members behavior towards staff. We’ve refunded 2 months payments, totaling $32.26. This should arrive in your account in 10 days. 

  Customer Answer

  Date: 02/06/2023

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because: What about the $41.73 start up fee? As is you've only issued me a partial refund for two $15 monthly membership charges. Your locker room/washroom facilities are dismal, including hover faucets that didn't work, and low water pressure in the showers! As for your staff, unknowledgeable and evasive at best, and I've seen other complaints made to the BBB saying the same thing! So, instead of showing genuine concern for my needs, I'm accused of picking on your staff? Pathetic, and it's bad business practice making an example out of me the way you have by cancelling my membership, which was a CONTRACT! 
  
  
  
  Sincerely,
  
  
  
  ******* *******

  Business Response

  Date: 02/06/2023

  This case can be closed. 

• Initial Complaint

  Date:01/19/2023

  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.

  Hello,
  
  I used to love in Martinez CA. I moved in November over 100 miles away.
  
  I attempted to cancel my planet fitness membership of $20 a month over the phone and through email. They will not allow it. I have made several attempts to cancel my mebership through their online website. With no response.
  
  According to their website i have to visit my gym, which is over 100 miles away and cancel in person. I have incurred several months of planet fitness billing and noone from customer service or my home gym will help me.
  
  All i want to do is have them stop charging me, for a gym over 100 miles away that i have not visited in over 3 months, and will never step foot in again.
  
  Anything at all that you can do for me would be extremely helpful.
  
  Thank you,
  *****

  Business Response

  Date: 02/03/2023

  Hello,  we canceled the membership as requested 

• Initial Complaint

  Date:01/11/2023

  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 joined planet fitness a few months ago. It was the Classic Membership they charge $10.00 a month and after two months they charge yearly membership fee of $39.99. Unfortunately, I am retired Public Safety and decided to work in the private sector and my hours do not allow me to use the ggym during the week and weekends have been difficult. I decided to cancel my membership before they charged the $39.99. I went on line and cancelled. I checked my bank activities and noticed that they had posted the $39.99 charge. I sent in an inquiry of who would I talk to about getting my money refunded. And received the attached response. I called our gym near my home and they said that I would not be getting my money back regardless. I never stepped foot in the gym but paid the two months thru automatic pay they set up but I do not think that I should have to pay $39.99 yearly membership when I cancelled. I asked for a callback from the Manager and they told me they would its been two days and have not received any callbacks. When I joined it did not say that the $39.99 was not refundable.

• Initial Complaint

  Date:12/22/2022

  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.

  UNSAFE WATER LEAKING FROM CEILING AND NO BUCKET TO CATCH IT. WATER GOING EVERYWHERE. VERY UNSAFE I ALMOST SLIPPED AND FELL BECAUSE OF LEAKING WATER.

  Business Response

  Date: 12/22/2022

  I am happy to address, can you tell me which club you are referencing? 

  Customer Answer

  Date: 01/03/2023

  FL Palm Coast **** ***** ********** ************* ** *****

  Business Response

  Date: 01/20/2023

  Good Morning,

  We have made a few attempts to contact you at the number you provided, ###-###-#### and have been unsuccessful in reaching you. Our latest contact attempt was this morning and we left a message on your voice mail to contact us back so we can get additional info on your complaint and work to resolve this. Please reach back out to us at your earliest convenience. Thank you!

  Customer Answer

  Date: 01/23/2023

  YOU CAN CONTACT ME JUST FINE THRU THE BBB EMAIL SERVICE. 
  

  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,
  
  
  
  ****** ********