Complaints

This profile includes complaints for Texas Family Fitness's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Texas Family Fitness

  PO Box 3525 Coppell, TX 75019-9525

• 

  Texas Family Fitness

  102A N Greenville Ave Allen, TX 75002

• 

  Texas Family Fitness

  303 W Main St Frisco, TX 75034

• 

  Texas Family Fitness

  5000 Main St Ste 50 The Colony, TX 75056

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  Texas Family Fitness

  120 S Denton Tap Rd Ste 302 Coppell, TX 75019

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:01/28/2025

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Texas Family Fitness shutdown overnight in December without any notice to members or staff and sold to Planet Fitness. There is no way to reach anyone from Texas Family Fitness. The members lost out on the part of month of December, last months dues prepaid, and annual fee which is for 12 months from when taken in August since prior to shutdown. Planet Fitness says they are not Texas Family Fitness so unable to give refunds. Abcfitness, Texas Family Fitness third party ****** said they are just following instructions left and not offering any refunds. This is bad business.

• Initial Complaint

  Date:01/12/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for a $10/mo membership about 1 year ago in February or March 2024. I paid the first and last months membership fees as well as initiation fees which totaled over $100 just to get started. After 1 month I wasnt satisfied with what the gym offered and decided to cancel my membership. Their policy states that I must meet in person with a manager to cancel my membership. I tried meeting with a manager 3 separate times to cancel my membership and each time I was told to wait an undefined amount of time. I waited for hours in total and never even saw a manager to cancel my membership with. To avoid unwanted charges, I instructed my credit card company to block all future payments to Texas Family Fitness. Months later, Texas Family Fitness is trying to collect nearly $250 from me through a debt collection service after making their membership unreasonably difficult to cancel. I find this practice to be egregious, out of proportion, and predatory. I can understand paying one months worth of membership dues, but not 2 years worth. My attempts to resolve this issue with Texas Family Fitness have been nothing but roundabouts and dead ends. Their unwillingness to provide avenues for resolutions is indicative of predatory business practices that unfairly benefits Texas Family Fitness at the cost of consumers.

• Initial Complaint

  Date:01/02/2025

  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 joined Texas Family Fitness 10/24/2024 and paid just under $500. The gym abruptly sold out to Planet Fitness on 12/16/2024! The fees I paid included annual fees for 5 people and the membership fees for that 1.5 months that we were members. Any business with morals would refund at least the annual fees. Maybe Planet Fitness should take this debt.

• Initial Complaint

  Date:12/21/2024

  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.

  *** without notice, on Monday 12/16 @ 8:55 PM, 1 hr before closing the gym for the day, sent out an email letting members know of their closing and selling to Planet Fitness. Yet, the business didnt provide a number to call for membership cancellation and referred us to Planet Fitness. Planet fitness has our information, allegedly, however when I went in person on Tuesday they had not had my information on file but were okay to sign me up but not to cancel? I went again Friday and they were making us write down our contact information bc they couldn't cancel at that time. *** had no problem to take my yearly maintenance and my dues for December when I paid my last month when I enrolled! No proper communication has been done on **** account and has thus resulted in personally myself, but thousands, having to find a gym that offers the same add ons like *** did. For example, planet fitness does NOT offer child care. I went to the gym midday Monday 12/16 and no where were there posters or announcements that that would be our final workout at that location (********). This is wrong to literally give members who rode with you for years NO NOTICE of your selling out.I would need a refund of my yearly maintenance that was paid in late September and my December monthly dues since I now have to find a gym where I will need to pay these dues to sign up. I did not receive my year to be paying for a maintenance.

• Initial Complaint

  Date:11/25/2024

  Type:Sales and Advertising 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.

  Approximately in May of 2023 I joined Texas Family Fitness in ******. I spent $900 on personal training for 3 months because the personal trainer assured me he had experience with clients who have Hashimotos. He did not. I did not return to the gym after receiving an injury during my second session. In October of 2023 I came in to officially cancel my membership and was told that it had been canceled and I was good to go. In November of 2024, I discovered that Texas Family Fitness had been billing be since October of 2023. I had since moved to ********, so I called the ****** location and requested that my membership be closed as I had already believed it was closed for over a year. A young man on the phone told me my training membership had been closed but nothing else. He informed me that cancellation would need to take place in person, but since I lived out of state I could call the gyms billing service to cancel.I called the billing service and was informed they needed a physical cancellation form on file in order for me to cancel. I asked to speak to a manager who told me the same thing. I then drove from ******** to Texas and went to Texas Family Fitness in person to attempt to cancel the membership for a second time. The employees at the front desk informed me that they do not do in person cancellation and to contact the billing service to cancel. I told them I already had and that this was beginning to feel like a membership scam. The employees told me to do whatever I needed to do but they couldnt help me. I now, cannot get out of a membership I have been attempting to cancel for over a year. Meanwhile they are charging me monthly fees and yearly membership renewal fees.

• Initial Complaint

  Date:11/19/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I canceled my membership by phone in June. And then I saw a charge in July, I went to the gym to ask why I was being charged, and they stated the had no record of my cancellation. So I cancelled that day in person. 30 days later, after my final payment went through, I then received emails and voicemails from abc fitness, the payment company of Texas family fitness, that I had an outstanding balance with a new account they had setup. I informed them that my account was closed in July to which they I provided no data or proof that I had canceled and stated it was between me and the gym. When I went to the gym to ask them why *** was requesting an outstanding balance, they asked me to go have to *** . Round and round we go. Neither party responded anger to claim that I had canceled my account and was still requesting payment . 5 months later I was finally able to get a hold of Texas family fitness number, as their number listed on ****** and their phone line redirects to abc, and upon asking Texas family fitness to review their cancellation policy and provide a breakdown of the cost, they refused to do so. In addition to that, the manager at the location refused to provide any help, as he kept redirecting me to work with *** payment company , meanwhile *** customer care stated its all in the hands of the Texas family fitness center. Nothing was resolved. They are now asking for hundreds of dollars of payment for an account I canceled . They refuse to honor or recognize any correspondence weve had between myself and abc , or myself and Texas family fitness.

• Initial Complaint

  Date:10/29/2024

  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 since moved away and no longer am able to benefit from the business. I followed the businesss directions, published on their website, to request a cancelation of my contract. The instructions required a certified letter be sent to Texas Family Fitness PO Box: 3525 Coppell Texas *****. I sent said letter only to be returned to sender. I followed up with the location I signed an agreement with at ******************************************************************************************* and they directed me to their third party billing company, *********** to cancel my account, stating that they had no ability to end my agreement. Upon speaking to a representative at the billing company I was told they also had no ability to cancel my membership and that I must reach out to the parent company and provided yet another phone number, ************. After six unanswered attempts to reach that number, I was finally directed to a customer service agent of **********************. The agent stated they had no idea why my certified letter was returned and that I must request a cancellation through an additional third party service, that was not previously mentioned, via a website, *****************. Upon reaching that website I was charged the cost of an additional month of membership to be able to submit my cancellation request. I sent the certified letter on September 27th, 2024. My membership is billed on the first of each month and the cancellation policy requires notice be sent 30 days ahead to avoid your next billing. I sent the letter with the understanding that I would still incur a charge on October 1st, 2024, yet to request to cancel I had to pay a preemptive bill for November 1st, ******************************** which I sent notice via the aforementioned, returned, certified letter.

• Initial Complaint

  Date:10/21/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my deep concern and disappointment regarding the fraudulent practices of Texas Family Fitness (TFM) and the unjust treatment my wife and I have experienced as their customers. Two years ago, my wife and I had a month-to-month membership with Texas Family Fitness (TFM). We had to cancel that membership due to personal reasons, and the cancellation process worked smoothly. On 11/04/2023, we requested the same type of membership, and the staff member, ****** ********, assured us he was setting it up as requested. As per him we could cancel anytime. Trusting his explanation, we signed up. After a few months, we decided to cancel , provided the 30-day notice, and were told from the Gym we owed no further payments. But imagine our shock when we recently received collection letters from ****** demanding $248.96 in outstanding balances.This is a blatant case of fraudulent practices where TFM has illegally and unjustly tried to extract money from us, even after we followed proper cancellation procedures. Before handing the case to collections, TFM made no attempt to resolve the issue, and their corporate staff behaved rudely when I called.I strongly believe this is a deliberate attempt by *** to deceive and exploit customers. We trusted the staff's verbal assurances and now face the consequences of their dishonest actions. *** should take action against ****** ******** for signing us up through false information.I kindly request you investigate this matter, dispute the collection notices, and hold *** accountable to prevent us from falling victim to their fraudulent practices. The collection agency is threatening to report this to credit bureaus if we don't pay , but we do not owe TFM anything.This incident has caused us significant stress. As loyal customers, we feel deeply betrayed by ***'s unethical and deceptive actions. I hope you will resolve this issue promptly . Please let me know if you require any additional information.

• Initial Complaint

  Date:10/15/2024

  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.

  Texas Family Fitness has the shadiest staff, managerS, customer service ***** and even **, I have EVER dealt with. It has been 6 plus months of different team members telling me one thing and doing another. They don't put accurate notes in the system, so the next person has no idea what I'm talking about. I keep speaking to more of the upper management and it just gets worse and worse. They took money from my acct when they assured me they wouldn't, then promised they were working with my bank to refund it, then apparently it was never happening to begin with and everyone after that has given two s**** that their fellow employees are pathological liars. I tried to cancel a few weeks ago And he said he would give me 2 free months and get an upper to give me 4 more free months to retain me. He never talked to the person above him like he said he would and that person was also extremely rude. She put me on hold because i kept asking her to let me finish before cutting me off. When I officially cancelled my membership today I got lucky because two staff members that heard me ranting confirmed how shady this company is. I am in absolute shock at the lack of moral compass and honor system this company has. Some names I can remember are:***- PT manager Plano *****- PT manager ********** ******- manager on the phone I don't know where ******- customer service *** under ****** Page- GM of Plano gym I have never been so deceived and disrespected by so many upper managements in my life!!IT IS ILLEGAL FOR A COMPANY TO CONTINUE TO CHARGE YOU ONCE YOU HAVE CANCELLED YOUR MEMBERSHIP. I have my paperwork showing the date I cancelled in July, and they have been charging me ever since. I had to have my bank block them. There are a LOT of members they are doing this to. I had two free months on my acct for when they took money out of my account that they were not supposed to, so I should never have been charged even once following the "cancel before your payment date" rule.

• Initial Complaint

  Date:10/11/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went in to cancel my membership at Texas Family Fitness (*************************************) on September 28th, 2024. I was told that my monthly membership was cancelled, however, I was told I will still be getting charged on October 28th. I was told to call ************** to get this corrected because I did provide a 30-day notice... I called ************** and was told that Texas Family Fitness needed to correct this... I have gone back in fourth a few times and no one seems to be able to correct this... I have now been told that my membership was never cancelled, and I am past the 30-day notice period so I will be charged on October 28th. I went into Texas Family Fitness and spoke with an employee who told me my membership was cancelled on September 28th, 2024. That is an exact 30-day notice with verbal confirmation. I should not be held responsible for the lack of training of their employees for not canceling my membership correctly.