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1.4 955 Reviews

Planet Fitness Complaints Summary

108 Resolved
833 Unresolved
Our verdict: With Planet Fitness's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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Planet Fitness reviews & complaints 955

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12:14 am EDT
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Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Planet Fitness customer service sucks!!!

Older black gentlemen name Charles was rude to my 20 year old daughter Thursday morning round 2:30am. I Catrena been a member since earlier this year and lately have not been due to 2 jobs... my college kid just got home Wednesday morning And will leave out again June 12 for early training because she is a basketball player and I gave her my pass to use since I worked many jobs instead of Charles saying no your mom has to be here to sign you in he gets additude with my child and told her he should suspend my account for letting her use my pass! At the end of the day RUDE CHARLES WILL BE SPOKEN TO AND I Don't FEEL SAFE WITH MY DAUGHTER THIER WHEN HE IS THERE HER Work OUT HOURS ARE VERY LATE AND I'M NOT ADDING HER BECAUSE SHE IS ONLY IN TOWN FEW MORE Weeks BEFORE OFF TO COLLEGE JUNE12 I need this matter dealt with asap! I've heard this man has been rude to many others but no one has reported thier issues but I am

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Update by Catrena
May 15, 2017 12:34 am EDT

Employee name Charles was very rude to my daughter! At the end of the day CUSTOMER SERVICE SHOULD ALWAYS BE NUMBER ONE DAY OR Night!

Resolved

No resolved as of now!!!

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1:03 am EDT

Planet Fitness advertisement inquiry

I went into Planet Fitness website to register my 13yr old daughter for a membership in the Weslaco, TX club. Upon entering the date of birth, I received a pop up explaining I'd need to go in person to register her and sign a waiver. Yesterday I took my 13yr old daughter and the lady at the front desk explained that they did not allow anyone under the age of 16 to register for membership. Once I showed her what the website read, she said that every club has its own rules and policies. I don't understand why Planet Fitness advertised something different than what this lady at the front desk is telling me. Are these company policies or even in store policies? Will you be kind enough to help me with this situation?

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10:14 am EDT

Planet Fitness staff members

Member for about 2 years now My sister & I went to workout on 5/6/17 at about 10AM My PF card fell off my keychain so I tell the PF employee/trainer twice that I don't have a card & she's just standing looking at me w/no response so I asked could she look me up I gave her my name & the 1st thing out her mouth is your credit card is expired & has been for awhile in front of everyone which totally caught me off guard bcz I know a payment comes out every month but now I'm 2nd guessing myself thinking I didn't update my info so I say I did get a new bank card & she's just standing there looking at me expressionless along w/everyone else listening to the conversation but then I thought about it & I was like wait a minute a payment is coming out every month some kind of way so I don't understand what your saying so at this point she looks back at the comp & says oh I see you have it set up to come out your bank account...So now I'm agitated bcz she should have checked everything before blurting out info that wasnt correct while everyone is standing there listening but now she's standing there looking embarrassed since she was wrong but instead of just apologizing she stands there & says well you might want to add another credit card as a back up insinuating that I need a back up like it's a problem with the way my acct is set up now so I looked at her & asked who does that ? & why would I do that? She just stands there & looks at me with no response so I just turned & walked away bcz by that time I was pissed & felt humiliated embarrased & disrespected I have been a member going on 2 years now & never have I ONCE missed a payment also I am not just a member I am a LOYAL member I haven't been to PF in months but I keep making my payments bcz I really like PF & I think it's one of the best gyms around so I keep paying until Im ready to go back back but this is the type of incident that makes me want to find a new gym..I was so upset I ended up turning around & leaving out but by the time I got to my car I decided I was there to work on me so Im not going to let her ruin my day so I went back, so when I come back in I walk up to another employee behind the counter to request a card so I wont have that problem again I can just swipe & keep it moving, so she says ma'am your only allowed to have one card at a time Now I was already upset so I just looked at her & said I DO NOT HAVE A CARD THAT IS WHY IM REQUESTING A NEW ONE! Instead of getting all the info she's standing there assuming Im trying to have 2 cards at once for whatever reason! so she's hands me the card & I end up working out but those 2 employees made me feel unwelcomed & I definitely did not feel like I was in a judgement free zone!

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4:16 pm EDT
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Planet Fitness bad service

Hello im a customer from planet Fitness in levittown city so, the employees on the counter they are so rude dont say hello, thank you bye anything the chinese lady she is so stuped when i go there she looks my pic in the system and she laghing about that i dont wanna go anymore ovethere i have more then 5 years in planet fitness, , its not possible how can be the people like that the people were before so polite, nice thank you for taking time about that

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11:58 am EDT

Planet Fitness manager

My name is Victoria Mcclendon. Yesterday I was told that I would no longer be working at planet fitness. So they let me go. But when I went back to get more information on why I was being released no one could give me a reason why I'm being let go. I'm need of help. I'm student in college and really wanting my job back. I have great customer service.

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6:17 pm EDT

Planet Fitness billing/new membership

This incident happened more than a year ago. I had a membership with Planet fitness for 3 years and had to stop going for some time. When I was finally able to show up again in the beginning of 2016, i was told that I had a balance and needed to pay it. In the summer of 2016, I received a balance waiver. Waiver cleared my balances. Oh so I thought. I never received a bill in the mail. Ever. They claimed they sent me one. I dont believe them. I decided to join the gym again and signed up online in April 2017. When i showed up, I was told that I cant come in because I still owe money. I told them about the waiver and was told to bring it in. I brought it in today May 1, 2017 and was told that the waiver does not clear my balance even though it is stated clearly on the top of the paper in bold letters. I spoke with the manager and she said the same thing and so I asked if there is someone else I can talk to and they gave me the area managers business card. I doubt she is going to help me or even return my message. I dont know what else to do. I should not be held responsible for something I was not aware of. Everyone at that gym does not know anything. They have not helped me at all.

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7:19 pm EDT

Planet Fitness staff service

I was treated very rude and disrepectful by the staff at the East Flamingo location in Las Vegas. I showed up in my gym clothes ready to work out ready to sign up for a membership and I was denied entry. I submitted to the staff my debit card, credit cards, state issued ID, my insurance card and anything else I could including logging into my online account. I was still told that they did not believe me as some people lie about their bank account number and they wanted to see it electronically. I had nothing on me I wasn't told this earlier in the day when I went to the same gym. I was told to come back and was not given any other option. UNBELIEVABLE the way I was treated. I then went to 24 hour fitness and joined with no issues. The staff needs to be fired.

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9:52 am EDT

Planet Fitness cancelling membership

I wrote a letter cancelling my membership on 3/20/17. The letter was sent by certified mail showing it was received 3/22/17. It was signed by a Planet Fitness manager, and they still billed me for April's membership fees. They said they never received it. Oh really, that's why I have a signature showing it was signed for. It's also funny my membership is showing cancelled and my husbands is not. We both signed and dated the letter. See someone at the Pflugerville location is not doing their job. Due to this, I will never join another Planet Fitness again.

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2:42 pm EDT
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Planet Fitness the customer service

I've been a member at the freedom Drive Charlotte location for 3 years. Today I was going to use a machine and I was told I couldn't because it was a 30 min station. If I wanted to use it I had to do them all or he would have to ask me to leave. I was there with a friend that just joined because I told him it was an awesome gym. The planet fitness employee got pretty loud about it. Ask me to leave cause I wanted to worout that's not ok.I am a Manger at a Club in downtown Charlotte so I know customer service and that was bad. I'm not asking for nothing. I just want someone to knowatch this guy is not good for business all of the other employees are awesome.

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3:27 am EDT
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Planet Fitness poisonous swimming pool & bad service

My mother in law went to swim in Jan and her body skin became reddish and itchy during her swim, so she went to ask the staff what is happening with the swimming pool, they said nothing is wrong. She then went to shower and found her swimming suit became twice the size and her throat became very dry and itchy, so she could not talk and started coughing.

Her condition lasted almost 3 weeks and when she recovered, she went back to the gym asking to speak with manager, the reception just said the manager is not in and asked her to drop an email to him. But never provided the email address!

I then drafted the complaint letter for her and she went to the gym again with her friend, then the receptionist said they can leave the letter there and they will hand to the manager.

Up to 28th Mar, no one has contacted my mother in law whatsoever, so i have sent a cancellation notice to customer service on 28 Mar evening with the reason because the complaint was not addressed, my mother in law's swimming suit and suffering was not compensated or being resolved. I then got an email now saying we need to pay R627.50 to effect the cancellation, or we cannot cancel it. But again, no mention of our complaint whatsoever.

Very disappointed with the way they handle my mother in law's query and not sure where else can we go to get it resolved.

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11:49 am EDT

Planet Fitness a employee who keep harassing me

Ever time I come in planet fitness I see this girl she always has something to say to me about my bill I believe last Thursday she said something to me about my bill being due but the other day I talked to a guy and he put it in the computer saying I was going to handle I asked the girl did she see it she said no but I got a email sent to my phone telling me he did Friday again she said something sat & sun I take care of my grandmother so I didn't come to pay but today Monday I wanted to pay it and the girl says I have a $10 late fee this whole time I never received one my fiance and I got are memberships and pay the same time so why doesn't he have a late fee I could tell the girl has a problem with me she's always staring at me making me feel uncomfortable I don't want to deal with her and I don't want her in my account it was her that gave me a late fee after already talked to the guy Noone else bothers me but this girl and she wouldn't even except my 20.05 cause she says I have a late fee what type of stuff is that maybe if she did more work instead of giggling and worry about me.

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10:10 pm EDT

Planet Fitness cancellation

I made a rash decision and joined this gym. I worked out once and after thinking, I decided to cancel. My passion is spinning and these classes are not offered. I had been unable to work out for 3 years because of cancer and surgeries. This was my return to the gym. I realized I took to long to make the decision to cancel and management is not willing to waive the penalty fee. I am very frustrated, the manager doesn't care about people getting healthy, he cares about keeping the fees. Think twice before joining any Planet Fitness. They have been given a rating of 1.5 stars out of 5 by Consumer Affairs.

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11:33 am EDT

Planet Fitness condition

P.F in ledgewood NJ on route 10 is disgusting! The bathrooms are dirty and smells. Showers are black with stains all over ! The entire gym lacks ventation and the smell of smelly body odor is so bad your workout is quick. Personal don't come out of the back room to at least dust the equipment which are dirty. This is the worst P.F gym ive been which I'm a black card member . STAY AWAY FROM THIS DUMP !

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10:45 am EDT

Planet Fitness no bathroom or limited bathroom services

The Middletown, NY Planet Fitness location has been under construction for 4 plus months. Bathrooms are a still not fully functional. Only one stall had toilet paper, which is still not in a dispenser. The cleanliness of the bathrooms is not maintained by the staff. The are dirty and at times have no toilet paper, paper towels or soap. The staff can usually be found hanging around the front desk, which is also still under construction, and unless directly asked do not check the paper towel, spray disinfectant or cleanliness of the facility. This is totally unacceptable and I will be posting this same information on social media. I also would not recommend this location to anyone. This location is obviously poorly managed.

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9:04 am EST

Planet Fitness bedfordview

I was gyming at planet fitness bedfordview on the 10 march 2017 at 7pm when my phone was stolen from the free weight section. Upon reporting the theft to the manager nompilo, she allowed me to review the cctv footage of the section where the phone was stolen. The cctv footage clearly indicated that the cleaner sthembile had taken the phone after sassing out the area to see if anyone was watching. He purposely rolled a dumbbell that was racked to the area where the phone was located, and cautiously picked the phone up when picking up the weight that he had rolled. I confronted him asking him to please return the phone but he insisted he had not picked up the phone even the there is evidence on the footage clearly showing he picked up the phone. The receptionist called the manager shaun who refused to speak to me. The following I returned to planet fitness to get sthembiles id number to report the case to the saps. He refused to give me his id number or surname, which I then called the police to come assist with the case report at the gym. The police told nompilo to show them the cctv footage, however she refused. We then called shaun for assistance and he very rudely refused for the police to view the footage prompting that it was after office hours and I needed to come back on monday to deal with this. The police insisted to shaun that the cameras are there for the client’s protection and shaun implied that the cameras are there for his protection.

This is utterly disgusting and I felt like I was the criminal in the matter because of the way the planet fitness staff treated me and my situation. Surely the gym should be a safe environment however now I feel my safety has been violated since sthembile escorted two other gentlemen to come and intimidate me by sitting in reception and staring me down. How can the gym allow for two strangers and non-members to gain access to the gym and intimidate clients who have had a cellphone stolen from client by an employee of the gym? They are protecting a criminal above a paying client who is using the gym under the pretenses of a safe environment.

I am disgusted about the service of the so called managers of the gym that are meant to assist clients.

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10:52 am EST

Planet Fitness stolen $400.00 dollars from my acct

Hi im just warning anyone thats thinking of using planet fittness in mishawaka in. I complete the year of service with planet fitness and called to let them know I dont want to continue service with them. I was to ok and the person checked my acct and terminated it. Months going by and and I received a new replacement card from my bank. A few months later I revived payment owed on our acct total of $400. I called my bank the said they cant stop the payment because its been months and over 60 days. The general manager of planet fittness said he has know record cancellation service and will not refund. But we will glady cancel again

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4:34 pm EST

Planet Fitness hydro massage bed / staff don't care about the members

I am Stalin, I am a black card member, feb 23 12. 30 am I was requesting for hydro bed service and I already saw that number 5 no one there but it's running and number 6 bed lady laying on the running hydro massage and one guy sitting on the same bed giving boob massage to her and kissing trying to make her nude but there is two staff on the front area I report this but no action they took she said they are lovers so it's fine, they have only two hydro bed number 5 it's free but running Pf staff said you can not use even he didn't using it you have to wait so I wAit - later staff gave me number 5 bed when I go there they are doing sex and the boy is fingering the girl on the bed so I told the staff they didn't took responsibility so I quit the club- please tell them to take care fitness club for all members

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3:23 pm EST

Planet Fitness rude unprofessional manager

At the District Heights, Md Location -Multiple of the guest that I have come with me have Constantly Complained to me about the Ongoing Mistreatment & Rudeness from the Manager (A Woman named Tee). And now this Woman has had a lower level Employee Relay to me that "She'd have me Terminated From This Location." I Usually just tell whoever my Guest to ignore it, but Now This Woman's Unprofessional behaviors have turned into Threats.

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3:41 pm EST

Planet Fitness being double charged

I have been long standing customer of planet fitness Parkside Ave. I received a notice to upgrade from a $10 plan to a $20 plan. January 2016 I went on line to upgrade my plan and when I did So the the directions on the screen stated I had to go to the planet fitness site where I was already a member to complete the upgrade. I went into the planet fitness site at parkside to complete the upgrade. While there I inquired about why couldn't I complete it online and the associate informed me that I had to cancel the $10 plan and ensure that the upgrade went through. After sometime I was informed by my financial institution after an identity theft that Planet fitness was billing for the old membership as well as the upgrade. So, I call and the personal trainer was very rude to me as I tried to explain my concern so I asked for the manager. After explaining to the manager my concern he stated that he would look into it and get back to me. After months of trying to obtain a credit for the double billing the manager informed me to bring in my bank statements, he said this was the only way to resolve this. So, I had all bank statements pulled from 2014 to date. I went into the office to prove what was mistakenly done and the manager began to renigg on what he informed me to do to obtain my 8 month $10 a month credit. The manager never even looked at the bank statements he asked me to bring in an informed me that the if I thought I was going to get any money back that NO Planet Fitness give refunds. So, I asked if they would credit my account, he said no!

I said after you told me to get all these bank statements so you could see the overpayment you mean to tell me it's nothing you are going to do about this ? He said no, and he said no matter who I tell or complain to the corporate office is not going to help me.

This has been the worst experience I have ever had and for the manager to lie to me. At this point I will never use any planet fitness gym ever again.

This is a rude and dishonest establishment.

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7:10 am EST

Planet Fitness # and crap service / no gym in potch and now I have to pay penalty for cancellation

I called the planet fitness call centre to inform them that my son has moved to potch to study... we found out there is no gym in potch and that means planet fitness can supply a service to us as a paying client... i am the consumer and requested the contract to be terminated ... i was informed that my son has to Pay R700 for the cancellation... well i am not.. if there was a planet fitness at potch i agree that we have to pay the cancellation but planet fitness can supply my son with a gym service so as i see it planet fitness needs to waver the penalty and cancell the contract without penalty ..

i asked the call centre to put me through to management and was informed there is no management ... it a rule and thats how it is... sorry planet fitness this is #### service... and u are not looking after the consumer...

u need to get in contact with me ASAP

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Planet Fitness Customer Reviews Overview

Planet Fitness is a popular gym chain that has received a lot of positive reviews from its members. Many people appreciate the affordable membership fees and the welcoming atmosphere of the gym. The gym is known for its "Judgement Free Zone" policy, which means that members are encouraged to work out without feeling self-conscious or judged by others.

One of the most commonly praised aspects of Planet Fitness is the cleanliness of the facilities. Members report that the gym is always well-maintained and that the equipment is in good condition. Additionally, the staff is often described as friendly and helpful, making the gym a comfortable and welcoming place to work out.

Another positive aspect of Planet Fitness is the variety of equipment and classes available. Members have access to a range of cardio and strength-training equipment, as well as group fitness classes like yoga and Zumba. Many people appreciate the convenience of having everything they need for a complete workout in one place.

Overall, Planet Fitness is a great option for people who are looking for an affordable, welcoming gym with a variety of equipment and classes. With its focus on creating a non-judgmental environment, it's a great place for people of all fitness levels to work out and achieve their goals.

Planet Fitness In-depth Review

Membership Options and Pricing: Planet Fitness offers a variety of membership options to suit different needs and budgets. They have different tiers of membership, including a basic membership and a black card membership. The pricing is affordable and competitive compared to other gyms in the area.

Facilities and Amenities: The facilities at Planet Fitness are clean, spacious, and well-maintained. They have a wide range of amenities, including cardio machines, weightlifting equipment, and a designated area for stretching and functional training. The gym also provides locker rooms with showers and ample parking space.

Cleanliness and Maintenance: Planet Fitness takes cleanliness and maintenance seriously. The gym is consistently clean, and the equipment is regularly maintained and in good working condition. The staff members are diligent in keeping the gym tidy and ensuring that all areas are sanitized regularly.

Equipment Variety and Quality: Planet Fitness offers a good variety of equipment for different types of workouts. They have a wide selection of cardio machines, weightlifting equipment, and functional training tools. The equipment is of good quality and is regularly updated to provide members with the latest fitness technology.

Group Fitness Classes: Planet Fitness offers a range of group fitness classes to cater to different interests and fitness levels. They have classes such as Zumba, yoga, and cycling, led by experienced and certified instructors. The classes are fun, engaging, and a great way to stay motivated and meet new people.

Personal Training Services: Planet Fitness provides personal training services for those who want more personalized guidance and support in their fitness journey. Their trainers are knowledgeable, friendly, and dedicated to helping members achieve their fitness goals. They offer customized workout plans and ongoing support to ensure members get the most out of their training sessions.

Staff Friendliness and Knowledge: The staff at Planet Fitness are friendly, approachable, and always willing to assist members. They are knowledgeable about the gym's facilities, equipment, and classes, and are happy to answer any questions or provide guidance. The staff creates a welcoming and supportive atmosphere for all members.

Accessibility and Location: Planet Fitness is conveniently located with easy access from major roads and public transportation. The gym has ample parking space, making it convenient for members to visit. The facility is also wheelchair accessible, ensuring that everyone can enjoy the gym's amenities.

Customer Service and Support: Planet Fitness prides itself on providing excellent customer service and support. Their staff members are responsive and attentive to members' needs and concerns. They are quick to address any issues or inquiries and strive to ensure that members have a positive experience at the gym.

Member Satisfaction and Feedback: Planet Fitness values member satisfaction and actively seeks feedback to improve their services. They have a suggestion box where members can provide feedback and suggestions. The gym regularly reviews member feedback and makes necessary improvements to enhance the overall member experience.

How to file a complaint about Planet Fitness?

1. Log in or create an account: Ensure you are logged in to your ComplaintsBoard.com account. If you do not have an account, please register by providing the necessary details to create one.

2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint form.

3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with Planet Fitness. Make it specific and clear, such as "Unauthorized Membership Charges at Planet Fitness" or "Poor Customer Service at Planet Fitness Location."

4. Detailing the experience: In the complaint description, provide a detailed account of your experience with Planet Fitness. Include key areas such as:

  • The specific location or service that your complaint pertains to.
  • Describe the nature of the issue, whether it was related to membership fees, personal training services, equipment conditions, staff behavior, cleanliness, or any other relevant aspect.
  • Detail any transactions you had with the company, including dates, amounts, and what the transactions were for.
  • Explain the steps you took to resolve the issue, such as contacting customer service, speaking with a manager, or any other actions you took.
  • Include the company's response or lack thereof to your attempts to resolve the problem.
  • Discuss the personal impact the issue has had on you, whether it's financial, emotional, or related to your fitness journey.

5. Attaching supporting documents: Attach any relevant documents or evidence that supports your complaint. This could include contracts, receipts, correspondence, or photos. Be cautious not to include sensitive personal information that could compromise your privacy.

6. Filing optional fields: Use the 'Claimed Loss' field to state any financial losses you have incurred due to the issue. In the 'Desired Outcome' field, specify what resolution you are seeking from Planet Fitness, such as a refund, service improvement, or an apology.

7. Review before submission: Carefully review your complaint for clarity, accuracy, and completeness. Ensure that your narrative is understandable and that all the facts are presented correctly.

8. Submission process: After reviewing your complaint, click the 'Submit' button to formally file your complaint against Planet Fitness on ComplaintsBoard.com.

9. Post-Submission Actions: Stay active on ComplaintsBoard.com to monitor any responses or updates to your complaint. Check your account regularly for any replies from Planet Fitness or further inquiries from ComplaintsBoard.com that may require your attention.

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Planet Fitness contacts

Phone number

+1 (844) 880-7180

Website

planetfitness.com

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