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.

close

Find a Location

Texas Family Fitness has 7 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

• 

  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

• 

  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:11/20/2023

  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 informed *** that I wanted to stop my membership at the ***** Texas Family Fitness on ************* in 2020. They kept charging me through COVID. I canceled my credit card so they could not charge me anymore. They have now tried to collect an illegitimate charge by sending it to a collection agency. This is a dishonest business and I discourage anyone from doing business with them.

• Initial Complaint

  Date:10/30/2023

  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 joined the gym Texas Family Fitness on 1/15/2023. I told them upon joining that I would be moving to *********** in July. I communicated this to a man named ***** when I signed up. When I asked for a personal trainer, he referred me to a personal trainer named ******. I made her aware as well that I would be leaving in July. Come ***** I go to close out my gym membership and realize my personal training sessions are still being charged. I discussed this with the manager of the gym, ****, and he said that some gyms do not tell people about needing to cancel so the gym can get free money out of them and that he would take care of me. This was June 28th, and my move was scheduled for July 14th. There was plenty of time to resolve this issue. **** said normally I would have to sign a paper with my intent to terminate, however, since no one told me about it, he said I did not have to sign it and that he would get me a refund. Upon my moving on July 14th, I have not heard back since. Every time I call and ask if **** is there, they say yes and ask my name and then all of a sudden he "isn't there" and he will not reply to my texts or calls. I called corporate today and they said they will not give me a refund because **** never submitted anything like he told me he had. I believe this business is conning people like myself into spending hundreds of dollars on things they do not even know about with autopay and refusing to cancel them. I contacted my personal trainer asking if she knew about having to cancel my personal training sessions in writing and she said she did not. I told her what happened and she advised me and others who are having the same issue to go to the BBB because this is not the first time she has heard of this gym scamming people. Please help me, they have stolen hundreds from me at this point and I do not know what to do.

• Initial Complaint

  Date:10/23/2023

  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 have canceled my membership with this company on October 15 but I am still being charged.Today October 20 I was charged 2 payments of *****, total of ****** and with a future charge on January 12,2024.

• Initial Complaint

  Date:10/18/2023

  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 membership to this location for my son on 2/13/22. I paid the first and last months fees up front and there was to be an additional 30 day notice to cancel. I called this location on 9/18/23 to cancel the membership and they tried to explain all the details over the phone but could not answer all my questions and they said that a manger would call me back to explain in more detail to get it canceled. They also said I would get an email about the cancelation and I never got one. I gave them a reasonable amount for time to call me but I never got a call. I ended up visiting the location on 10/5/23 to speak to a manger and cancel in person. No manager was available and said I could cancel now and a manager would call me back and then I could work through the extra month I was being billed for. I canceled and never got a call back from anyone. They also said I would get an email of the cancelation and I did not get one. I revisited the location again on 10/11/23 and I asked for a manger and waited over 15 minutes and spoke to the ****************** manager. He said I would have to pay through November since I was 5 days into my new billing cycle and nothing else they could do. I then called the corporate office customer service on 10/12/23 and asked to speak to a manger and they said a manager named ******************************* would call me back but could not confirm a timeframe. I got a call from ******* on 10/16/23 and she left a voicemail for me. I called her back on 10/17/23 and explained the situation, she cut off my conservation several times during the call and was very rude. She said there was nothing she could do and kept talking over my questions and responses. I asked to talk to her supervisor and she said there was no one else available. I asked to file a complaint and she said I could mail one to POB ****, *******, ** ***** and she would receive the compliant. I am requesting one month of billing be waived due to terrible communication and rudeness.

• Initial Complaint

  Date:10/02/2023

  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.

  Cancellation was never processed and Texas Family Fitness charged me $164.00. I want this refund. I joined the Texas Family Fitness gym on December 2, 2022. My private insurance provides free gym to seniors, so I went to this gym because it was close to my home. I met the manager ************************* and he told me that they were having an special for 3 months to have a personal trainer. He advised me to cancel the membership one month prior the end of the special, which I did. I signed up for 3 months: Dec/22, Jan/23 and Feb/23. At the beginning of Jan/22, I told **************** that I wanted to cancel the personal trainer. He told me to wait until the first week of Feb/2023. On 2/1/23 I talked to him and he told me he was going to cancel the personal trainer. On approx. 2/15/23, I noticed a difference manager, so I approached him and told him the whole story that I just mentioned. He said not to worry that the personal trainer was going to end 02/28 and he showed me in his computer that it was cancelled. By the end of Feb., I noticed a different manager and I told him the whole story (just in case). He told me not to worry, that everything was cleared. In March, I noticed that Texas Family Fitness had charged my bank account $164.00 twice (March 1 and 30) I got really upset because I had talked to three different managers and they all told me that everything was cancelled. This new and 4th manager told me to sign a new form of cancellation, because he was going to follow up. I told him that this was already cancelled 3 times. He said that was only way for him to follow up. So, I signed again in Mar. 2023. I called ***************** and I spoke with a lady that was very rude and she said that she cannot find the other cancellation letters and she sent that letter to my bank and they reversed the $164. I am sending copy of the contract, showing the committed term for 2 months. Also, copy of my ********** account for each month they charged $164.00.

• Initial Complaint

  Date:09/28/2023

  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.

  I canceled my membership at Texas Family Fitness in April of this year. I did so by going to this location and telling them I wanted to cancel. I was told by an employee that it would be canceled and there was nothing more I needed to do. They now claim I never canceled, and since I no longer have the credit card they were charging, they want me to pay for multiple months of the membership plus other fees that have accumulated ($106.44 total, they claim) after the cancellation should have taken effect.They have also referred me to a collection agency, who is now sending me threatening letters, to collect this supposed "debt." Recently, they sent a copy of the membership contract that states memberships have to be cancelled in writing. The employee I spoke to never said a word about that when I cancelled in person. In addition, I was never provided a hard copy of that contract until now. In fact, the only time I've seen this contract was on a tiny touch screen I was supposed to use to review it before signing - a completely ridiculous expectation and I'm sure something they do on purpose to ensure no one is able to adequately review the contract when signing up for a membership.Since I made a good faith effort to cancel my membership, I expect them to stop trying to collect on this phony debt and in no way harm my credit score.

• Initial Complaint

  Date:09/21/2023

  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.

  Hi. I have been a nurse for ***************************************************************** 2020. Recently relocated to ****** Texas in June 2023. Already a member of Planet Fitness for 2 years. Wasnt happy with the Texas location near me because it didnt accommodate my disability. Went to Texas Family Fitness because it was bigger and I felt more comfortable. I sat down with *** who gave me membership details. He continued to suggest a Personal Trainer but I explained that I was a member of a gym already and I was only there to use their weight equipment. I explained that I couldnt afford a trainer and I was recovering from a brain aneurysm and stroke. He continued to press the issue about a trainer and stated since I was a new member I could get assistance with my health goals for $86 for 3 months. I was never told that it was half off $172 monthly charge with a 3 month commitment. My credit card was charged $86 on the day I signed up and $172 within the next 30 days. Im on SSDI. I explained that on day one. I was on a budget and $17 a month was all I could afford to pay. I was given all documents to sign electronically in the gym as *** appeared to be walking me through the fine print. Only to find out I was signing for something I didnt ask for. As soon as I noticed the charge on my credit card I called corporate and the local gym. Made an appointment to speak with the manager ***** who listened to my concerns. I canceled the physical training sessions that day and asked about a refund for the services I wasnt going to use. I was told that my card may still be charged and I could go ahead a finish my sessions. I explained that I wasnt there to loose weight and I had no use for a personal trainer. I was paying for someone to show me how to use the equipment. When the trainer contacted me I sent him a text explaining that I didnt need a trainer and all I wanted was to be showed how to use the machines. Im still waiting on a refund. $172 a month for 15lb

• Initial Complaint

  Date:09/20/2023

  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.

  I am writing to file a formal complaint against Texas Family Fitness Center in ******, Texas regarding their unethical billing practices and overcharging for their services. I believe that my experience with this company merits your attention, and I kindly request your assistance in addressing this matter.My wife *********************** engaged the services of Texas Family Fitness Center for for [Describe the nature of the services or products purchased]. The agreed-upon price for these services was [Amount], as documented in the written contract (attached).Unfortunately, I have recently received invoices from [Company Name] that substantially exceed the initially agreed-upon price. Despite my attempts to discuss the discrepancy with their billing department, [Company Name] has failed to provide a satisfactory explanation for the overcharges.I have attempted to resolve this matter directly with *** the manager (last name unknown) but my efforts have been met with frustration and resistance. Therefore, I kindly request your assistance in mediating this dispute and ensuring that [Company Name] adheres to ethical business practices.

• Initial Complaint

  Date:09/18/2023

  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.

  On 7 July 2023 I joined Lakewood location of Texas Family Fitness in ******, **. On 8 July 2023 I agreed to a small amount (1 month) of personal training that was to cost less than $100. I never received any printed or emailed documents on that day or until Tuesday, September 12. On September 12 (at the gym) and on September 13 (by email) I finally received documents from Texas Family Fitness. (Part of the reason for this might be that it took them from 7 July to 13 September to enter my email address into their system correctly.) What I finally received is a contract saying That I signed up for 3 months or training at a cost of over $500. I would never have agreed to this or signed anything that I thought said this. On Thursday, September 14 I called my credit card and they filed a dispute and removed two charges of $172 from my card. If Texas Family Fitness allows this to stand I'll move-on and let it go. I probably won't join another gym and I certainly won't sign up for personal training again at any gym. But at least I'll have $344 of the roughly $700 this fiasco cost me back. I've made at least three calls to their customer service number and at least three visits to the gym itself trying to get this resolved without success. Either the woman who answers their customer service number *************) or ***************** (the fitness manager at the Lakewood location) has been lying to me because the customer service person says no refunds are available and **** said he had asked for and received approval for a refund, that it just hadn't been issued yet. The customer service person said she sees no record of any of that and has no idea what **** is talking about. Thank you for your time and your help. -df- Note: I can scan documents and send them to you when I return to work on Tuesday, September 19. I don't think I'll have a way to do that until then. -df-

• Initial Complaint

  Date:09/14/2023

  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 attempted to open my son (who was 13 yrs old) a gym membership at Texas family fitness on January 5, 2023. I was informed by ******************************* and assistant manager ***, that he could not have a membership on his own because he was a minor. I had to open a membership for myself in order to open one for him. I paid the membership fees for both him and I and paid the monthly rates. In May 2023. I canceled the membership because we were moving. They have continued to charge my card every month since May, stating that I never canceled my sons membership. I reminded them that he was a minor and not able to have his own membership . *** proceeded to tell me that that did not matter in the case of cancellations. They would not cancel his membership over the phone even though we had moved. I had to go in person to sign papers to cancel the membership. I canceled his membership in person on 9-12-23. ************************* informed me that they intend to charge my card again next month (October) because I did not cancel this membership until after the 5th of the month. Ive called their complaint center and talk to ****** about my issues. She said she would forward the issues to her manager ****** and they would get back to me. I asked for a refund. I have tried to follow up several times with them and No one will take my phone calls or return them. The money that they have taken from me does not seem legal or ethical. I would like a refund in an apology.