ComplaintsforPlanet Fitness - Taymax Owned

• Initial Complaint

  10/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The overview is that three employees at that gym conspired against me to terminate my membership. One of the employees stated he was the area manager and that it would not do any good to ask for a manager to appeal his decision. His only explanation was that I violated gym policies a year ago. Not only did I not violate any gym policy, but this is retaliation because I reported two employees a year ago for their misconduct, and they were there today.Excuse the descriptions of the two employees and only stating the area managers position, but no one would give their names to be held accountable. Since they know they did wrong, they did not want to give a name.Thanksgiving 2023, I reported to headquarters and filled out a complaint on two employees for violating my rights and violating club policies. It started when a medium-light-skinned Black male, about 5 10 180 lbs. about 26 years old with long dread locks and tattoos opened the shower curtain while I was taking my shower. After I left the locker room, I went to report him to the manager. While the Black female about 5 9 145 lbs. and about 28 years old with natural hair (braids then, afro today) and glasses assumed the role as manager and started yelling at me to leave the gym since they were closing down the gym earlier than the time posted on the doors. I tried to get my complaint across, but she tore into me with very vulgar language that are hate crimes and she wished that my mother either swallowed sperm to prevent my birth or had aborted me. They held this grudge of me reporting them for almost a year and were finally able to retaliate today.Also, the area manager terminating my membership caught off guard by the termination because I have been to the gym several times in the past year. The two employees kept to themselves for the most part. Some of their behavior was questionably unprofessional, but it wasnt as bad as previous bad behavior so I just left before they made things worse.

  Business response

  11/07/2024

  Mr. ******** complaint stemmed from an incident that originally in November 2023.  The incident involved a confrontation between team members and Mr. ****** in which the team member received performance management.  At this time, Mr. ****** was also told that his membership had been cancelled.  He since has rejoined the club and that brings us to the current situation.  On October 17th Mr. ****** was in the club and the previously mentioned team member notice he was in the club and had a conversation with another team member noting that he was in the club and that his membership had been cancelled.  They discussed the previous years incident and determined that they needed to let the new general manager know about the situation.  At this point, the new ** addressed the situation with Mr. ****** and with the understanding that it might be best he use another club...the ** did not cancel his membership.

  I have since had several conversations with Mr. ****** and found him to be reasonable and let him know that we really want to ensure his experience with Planet Fitness is great moving forward.  I have invited him to introduce himself to the new GM on his next visit so they can start to build a positive relationship and experience going forward.

• Initial Complaint

  10/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I closed my planet fitness account on Aug. *******. (*********, **.) On Oct. 11, ************************ planet fitness charged me for ****** for an alleged active account at that location. I have never been to ******************* location. I never authorized them to randomly take ****** dollars out of my account. They are giving me the runaround about getting a refund because the account it active, even though I never opened one at said location.

  Business response

  10/29/2024

  Response to Complain ID #********

  This Planet Fitness member signed up with a home sign-up from his phone for the ********** location in July of 2024.  He references cancelling on August 22nd in ********* PA (which would be a ********* called ********).  He ultimately had 2 accounts within the ********** area that represent 2 different ownerships.  With that being said, all monthly fees did not go through due to insufficient funds or declined card at our ********** location (not sure if he paid at ******** because we can't see that banking information since it is another ownership).  A sweep hit his card which apparently had funds available totaling the $136.64 (for the missed months of payments). That total represents the 4 monthly charges of $30.41 and 1 $15.00 late charge.

  We have no cancellation documents on file for him and his account was still active when we looked into this.  We cancelled the account to prevent and further charges. 

  I have talked with the member to clarify the details, and he has never used checked in to our Hampton location.  We have submitted a refund for him from our club for the total of $136.64.  He should have it within the next 10 business days.  Member was thankful for the call, explanation of occurrences and resolution.

  Thank You.

• Initial Complaint

  10/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Was charged for a service i no longer use. I placed a stop payment and canceled in person 7/17/2023. And got charged again in July of 2024.

  Business response

  10/24/2024

  As of 10/24/2024 ***** ******** has attempted to reach out to Mr. ******* with no response.  We are willing to address this issue come to an appropriate resolution.  We just need to speak with Mr. ************** I can be reached at ************ or by email at ************************************************************************.

  Thanks!

  Customer response

  10/25/2024

   
  Complaint: 22393057
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  08/16/2024

  Complaint Type:

  Facilities Issues

  Status:

  Answered

  More info

  Hello my name is ********************* and I am a black member car holder that goes to planet fitness in ****************** I've been going there for more than 5 months I've been a member for almost a year never been late on a payment, and I suffer from anxiety and some mental health non severe issues and me going to the gym is being alive changing and a lifesaver for a person like me and I want to let you know how important it is for me to work out sometimes I go twice a day depends on my anxiety. On Tuesday the 13th around 9:00 p.m. I decided to go to the gym since my anxiety was really bad when I walked into the front desk I checked in I went to locker room because since I work out everyday I have a lot a personal lock on a locker and I leave my workout clothes including my shoes there, I walk into the planet fitness in ******* locker room and I noticed that my luck was gone my clothes was nowhere to be found so I went and I asked the worker I told him excuse me somebody broke into my locker broke my lock stole my shoes my $120 shoes my shorts and my workout clothes do you know what happened and he said no I don't know what happened, so at that point I went back to the locker room to double check to make sure that I wasn't mistaken I came back out and he stopped me employee stopped me and said hey I do know what happened to your stuff after *************************************************************************************************************************************************************** that they were the ones who broke my personal lock and not even give me a email or a text saying hey you know you know or anybody that has to lock you know we're going to break the locks you know I also noticed that the other locks that were always there with mine there was still there mine was the only one missing now I don't have money to buy another pair of shoes and more workout clothes because I'm handicapped I try telling them that I wanted my stuff back they try to cance

  Business response

  08/21/2024

  Team onsite did not throw away members items nor did they state they did. In the contract signed by member, all items left in locker at own risk and the lockers are also only for use while using club. Due to the member not following the process outlined in their contract, we will not be replacing their items. 

• Initial Complaint

  07/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I requested via Planet Fitness website to have my membership cancelled. I continue to receive insufficient funds from banking institute where there automatically attempting to retrieve funds from my account as *** reached out to them in re: cancelling my account and they continue to attempt to retrieve funds from my banking. I am accumulating fees every month. I no longer desire a membership through planet fitness and would like them to remove any account information out their system as well as refund for the insufficient fees that have accumulated.

  Customer response

  07/29/2024

  I am filing a complaint in re: cancelation of membership. I requested cancellation in May 2024 via email. I continue to receive messages about my membership. I am also having insufficient funds where they are attempting to withdraw fees from my banking account that I no longer use with is accumulating each month. I would like for them to end my membership as I do not wish to continue with Planet fitness as a member. 
  Address to planet fitness: 
  ***************

  ***********, **. 31792

  Agreement # *****

  Business response

  08/06/2024

  Hello,
  Apologies to the member for the inconvenience. Unfortunately, members cannot cancel their memberships online and must visit the club to do so or send a certified letter, thus why her membership was never cancelled. However, we have assisted this member with her cancellation to ensure the member is no longer charged for the membership. If the member has any questions or concerns, we are here to assist. 
  Thank you so much,

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a membership in December of 2023, and never used it. I tried cancelling my membership hundreds of times, for months, and not only do they deny me cancellation, they keep charging me for this, allowing my account go over 1000$ and still want me to pay for this membership that Ive been constantly trying to cancel. I have had an abundance amount of overdraft fees, and am constantly being called a liar when speaking to the supervisor at ******** location. These guys are refusing to comply, they have told me that I have not made any attempts to cancel this, and deny me cancellation every time I request it. Its a vicious cycle. I want them to cancel my membership that I have NEVER used, that Ive been attempting CONSTANTLY of cancelling since December of last year when I got it. They are doing nothing but extorting people, including myself.

  Business response

  07/29/2024

  Thanks for sharing this feedback.
  
  Please see notes on members file from correspondence between our team member(s) and *****. I have also attached the Membership Agreement signed by ***** in December of 2023. When members want to cancel their membership they need to come to the club in person to speak to a Team Member and to sign that they want to cancel their memberships. Unfortunately, ***** has not come into club according to our records to cancel in person. By cancelling in person at any point from December to July, ***** would not have been charged late fees (6 late fees @$25 each for $150) and/or any additional monthly fees. Of note, the Annual fee is non refundable as part of the Membership Agreement. In addition, the credit card on file which is used for secondary billing did not go through successfully as it may include incorrect information. 
  
  
  Please see attached:

  Notes on member file from Planet Fitness staff

  Member agreement signed in December 2023

  Member fees including; Monthly, late fees, and annual charge

  Secondary Billing information 

  Sincerely, 

  **********************;

   

• Initial Complaint

  07/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  07/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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

  07/02/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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 response

  07/02/2024

  ***************
  ************, **  32216
  *************

  Business response

  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 response

  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

  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

  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 response

  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

  04/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  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 response

  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 response

  04/24/2024

  Yes, that is the one 

  Business response

  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 response

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

*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. ↩