Planet Fitness
reviews and complaints

Planet fitness is the WORST gym! They do not care about their members. I cancelled my membership and they continued to charge me for a year. Then they make it impossible for you to leave your contract. They seriously are the worst gym and as a personal trainer I would never recommend them for quality workouts! They also have poor management and staff that really do not know how to handle transactions and or membership sales!

To whom may concern. I Carlos Torres went to Waukegan Planet fitness on Lewis Ave . To open a membership. after all, everything was done and ready to workout they staff went through the policy or rules. I understand the rules since it is not the first time being in a professional gym. I ask if I can take my stuff with me to the area just a jacket and a little bag just for that first time. obviously, they tried to sell me a lock but I refused and I ended up canceling. they might not know I was walking on a rainy afternoon since I have no car, we could come up with something instead.

was attending my local planet fitness when I yet again was disappointed with the front desk service. The girl was on her phone texting and FACETIMING. She tried to hide her phone whenever guests came around. She didn't seem to care much about my questions about the tanning beds. Felt ignored. No front desk employee should be on their phones... FACETIMING. Obviously she was sneaking this behind managements back but I feel management should be more on top of what their employees are doing. The FaceTiming bothered me because there was another gentleman SIGNING UP he was giving personal information and a bunch of teenage girls could hear it. Inappropriate. She could have done better things with her time. No need to be standing around on your phone. Disappointed.

my complaint is about the staff and the facility in Brooklyn (Pennsylvania Ave) to be exact, first as a paying client the facility apparently seems to lose or have things missing. For example the spray bottles for the cleaning solutions are disappearing and there is nothing to clean the equipment with, then the straps for the bike peddles are gone also we have disabled clients that need to be able to use this for assistance when they cant control there footing on the peddles. when asked the employees of the facility seem to be dumbfounded and have no idea how to rectify the situation and continue on as if nothing was said. This is a menus to what I'm use to I have no idea who is supposed to be running this facility but they are not doing their jobs appropriately.

I was a member with planet Fitness and called and cancelled my member ship. last month I saw a $21.70 fee. This month I was charged a total of $95.10 ($21.70 on 3/22/18 and $73.40 on 3/23/18) I called the location that I have membership with 912 W 12th street Dallas TX 75208. Spoke with an associate Alenna (?) who advised me to call back after 10:00 am and speak with Megan. I spoke with her and she was NOT only RUDE but advised me they will not give my money back because she doesn't see that it was cancelled. At no time did I agree to pay any fee over $21.70 other than the membership fee. this is FRAUD and I am reporting to the BBB. I am requesting my money back ASAP. Due to being afraid that Planet Fitness will debit my card again I had to cancel my card. Please send check to 6219 bowling Brook Dallas TX 75241 in the next 5 days or I will contact an attorney.

Thanks
kwana turknett
[protected]

I haven't been to the gym in Harrisburg Pa in 9 months but yet faithfully they've taken out 19.99 a month and 39.99 last month for services I've not utilized. Now I'm told to write a personal letter to the Home Planet Fitness in Harrisburg Pa, so I just lose 200 dollars on something I've not used. This is Crazy very upset it's a month to month I know someone is Monitoring that I've not used any Planet Fitness across America in over 9 months. Upset Monique Allison

The employee is Alyssa R. At the facility in Simpsonville SC. Multiple times I have witnessed her being in compromising positions with other male employees assuming since they too are in uniform. Not only is her actions disrespectful but the language used by all parties is somewhat x-rated. It seems she is quite friendly with the owner as well so I did not think it would be helpful to file a complaint there. This has become such an issue that I am driving a farther distance to a different location until my contract expires. I certainly hope someone will check in to this as several other aquantiances have witnessed this as well.

The team members and management of planet fitness, overland park (the one that recently opened) are all on drugs. I overheard the manager mallory talking about her drug use (cannibis) and cocaine usage. The team members of planetfitness come in smelling like drugs, they come in drunk all the time and brag about it to the customers. The management is also racist. Her best friend works at the job and she never does a single amount of work while the other people are the ones that seem to be the ones doing all the cleaning. This place has also done horrible things to my confidence, they laugh at me when I'm working out. They snicker at me when I walk by, they even offered to give me drugs. This place is horrible. I'm never coming back, and I'm telling my church that goes to that place to not go. We're taking all 500 of our members and leaving that place. We no longer want anything to do with your place and how it is run, because there should be no reason that people who do drugs should be running a normally well run place like planet fitness.

9331 Quivira Road
Overland Park KS 66215
US
[protected]

My boyfriend and I went into the cookville, tn location to tour. A young woman employee gave us the tour. She was nice at first but made a few comments that didn't sit well with us. She told my boyfriend, when I wasn't present about sexual encounters she's had with another employee or customer. While we were both there she commented on our relationship status as if to see if he was available. Normally I wouldn't think twice but we thought this was poor conduct of someone trying to get customers for the gym. We believe her name was Paige.

Today I went to planet fitness to work out. I went to the women's locker room where I had a locker with a combination lock on it. There was no lock on it and nothing in the locker. I went to the desk and spoke with a staff member. At first she told me that they do not cut locks off, then when I told her how long I had been using the locker, she stated "oh yeah, then we would have cut it off". The manager, Cana, walked up and started insinuating that I was lying. Stated that she haven't seen "no green bag".
No one else had the combination to my lock. I feel like she was rude and did not try to help. I know that it had to be cut off by staff because an outside thief would have broken into more that one locker. I had clothes, shoes, soaps, gloves, and ear plugs in the bag. If it is policy not to keep a locker more than just that day, I understand but my stuff should have been put away. This is not how you treat PAYING customers. If this is policy, it is not being followed, because I know I've seen locks on lockers for more than one day at a time. This manager didn't even attempt to follow through on my complaint. I feel like this place is responsible for my belongings. I would like for them to be returned or replaced.

I haven't gone to the gym in months after hurricane Maria nor I had the motivation. How do they have the audacity to return to service & Bill us when we have our personal things to deal with in our lives that checking if our gym is open! I just got billed $43.56 & I haven't been in that gym for over 5 months! You call this fair? I'm a college student & now I have to go hungry because of this. Thank you planet fitness for completely screwing me over! Ooo & I cant try and cancel my subscription because the only option you have available is to write a dumb letter or canceling it in person, don't have a car! So I can't get to the gym! I can't get an Uber because the gym took all my money! Thank u for nothing

To Whom It May Concern:
I have been a member of Planet Fitness in Santa Fe, NM since it opened, and as a loyal member, I would like to draw your attention to several negative features that have crept into the gym over time.

First, The classes & the schedule for the classes have changed with no prior notification to members or trainers the schedules would be changing. I attend several classes regularly, but you have stopped offering those classes altogether.

Second, the classes I now have to take because of the schedule change are a part of a circuit program; My classmates & I are constantly being interrupted by fellow gym members (that are not apart of the class) who want to use the equipment even though there are signs posted that clearly state that a class is in session.
I understand that if the class is not full there is no problem for another gym member to use the equipment at the same time but when the classes are full it does interrupt our classes.
We pay our monthly membership to participate in these classes and find it very disappointing that the trainer cannot put her full attention towards the class because she is constantly having to tell other members that they are interrupting the class.

Finally, the way some of the members have spoken to the trainer and other gym members when we speak on behalf of the class/equipment being interrupted/misused is VERY rude & inconsiderate. I don't believe these members should be allowed to have a membership if they are going to be this volatile towards others.

As a matter of fact last night for the PF360 class a fellow member made a big scene as she cursed at the trainer (Candice Martinez) because she was told that she was interrupting our class. Then again directly after for the next PF 30-Minute Express Circuit class we counted 13 members that were told a class was in session. The trainer (Candice Martinez) was very polite and let the members know that as long as they followed the circuit it would not be a problem but they couldn't just use one machine.

This degradation of service is unfortunate because I greatly enjoy exercising at Planet Fitness.
I would like to that these issues are taken seriously. That way I can decide whether or not to renew my membership for another year. Please send me an email at [protected]@gmail.com at your earliest convenience. If I have not heard from you within the next two weeks, I am afraid I will have to cancel my membership to Planet Fitness.
Thank you very much for your time.

I joined Planet Fitness on Ryan Rd in Sterling Heights, MI at the beginning of the year and go about 3 days a week since. I was sent a review questionnaire several weeks in and commented that it is always too warm to work out comfortably and the women's stalls are constantly dirty with overflowing sanitary trash cans. Why I was sent the review when they make no effort to amend these things seems like a waste of time and effort but whatever.
Today while regularly checking my bank account, I noticed a $39 fee from Planet Fitness which seemed odd considering I joined for $1 down and $10/month. When I called my gym the manager stated that this was a "gym maintenance fee" that was included in the agreement I signed online. She then stated it was the customers responsibility to read thoroughly. I have been in customer service and can understand. But I assured her that had I read or saw that I would have to pay a maintenance fee when they can't even keep their own facility clean, I would never had joined. The manager refused to help and kept telling me that I should have read it and understood it. Yes, thank you...being condescending isn't helping. I asked to speak with her manager and was told there isn't one and the one person that could help is in meetings all day and I wasn't given an option to speak with anyone else and told I'd have to wait for an email.
After all this I stated I wanted to cancel my membership and was told I'd have to come in for this. No attempt to save a client or fix the problem. What a lack of caring about customers! This is one of the worst experiences I have encountered and I will not be back to Planet Fitness.

My ID nr [protected]. Pls remove & close prescribed account affecting my life. I used the gym for less than 12 months and you have me burned from planet fitness for over R36k. Worst part planet fitness Randfontein (Randgate) is refusing me on black tag as a guest. How pathetic and unfair is this. Contact me on [protected] for further info on this unfair treatment.

My name is Maria Arevalo and I am a PF Black Card member. My badge # is [protected]. I recently joined the gym at the Germantown, Maryland location. My husband Ricardo is my usual guest and this is our third week attending the gym together.

Today Saturday February 24, 2018 at 9:00 p.m. I went to the gym with my husband, as usual, and the young woman at the front desk asked my husband his id. My husband didn't have it with him at that time and we explained the attendant that it was the first time he was asked that. The woman insisted and said it was policy of the gym that every guest entering the gym needed to show his id when requested. The woman repeated the same thing once again. At that point, my husband didn't want to work out anymore and went out to wait for me in the car. I stayed there only 30 minutes because I felt uncomfortable due to the whole situation.

My complaint is first of all, for your lack of information to members of PF. No one at PF took the time to explain to us that guest policy NEVER ever - not even the first time we were there and we've been there around six times. If we would've known of course my husband would've provided his id.

And second, my husband wasn't trying to use the gym for free, I have the right to take a guest anytime I'm there. The young woman at the front would've been a little more courteous and said something like, "I'm going to let you use the gym today but next time please show your id before starting to work out, " or something like that. We would've felt better as we are good citizens of Montgomery County but in the contrary we felt mistreated and my husband feels very uncomfortable for the lack of good customer service at that location.

I am expecting an explanation to what happened and that someone at PF responds to my complaint by email at [protected]@yahoo.com.

I worked at planet fitness in Las Vegas nevada and manager is nowhere to be found no matter what notes you put that you short on some things letting him know that needing of more things let alone some maintenance still nothing happens and before you know I believe this [censor] is racist they don't know how to communicate with new hires and be thorough with job description before you know got a call from Adam saying don't need you on schedule that night I'm confused like what never told me why and so when I picked up my last checks he seemed to have a serious attitude problem this guy is a [censor]

Hello I bought membership last year under bettyjo watson I never got to use because I was diagnosed with a auto immune disease and adrenal gland disorder so I was on strict watch im now able to get healthy which is great because I was also diagnosed with type 2 diabetes... I never got to start my membership that includes never walking in getting my shirt taking the tour nothing.. I ended up leaving my job because I wasnt allowed to work.. So anywho I walk in yesterday to the gym in uniontown pa where I got my membership last yr as I guest to find out about everything.. I was refused a shirt I never got and was told I cant come back even as a guest because im in collection's... Because I closed out the acct because again I lost everything due to my illness.. How can I be in collections for something I never even walked foot in and used. Its crazy to me to promote healthy but turn ppl away... If I would of known this when I started membership I would of never done it sometimes commitments have to be broken.. Now I have to travel 20 mins away instead of 2 mins away to a complete different gym to get healthy and help my body come back to life.. This isnt okay at all especially when I never used it in the first place... And now 2 others I was bringing with me arent going to go there talk about no judgement. To be told I cant come back unless I pay all of what I couldnt and never used so im suppose to pay for a membership I never used thats makes no sense..

Before I signed my matric childs, contract, I ensure that I can cancel the contract November, as he will relocated to a university in another province.
Simphiwe - the consultant assured me that is fine. I paid the contract in full, cancelled it in November. Made sure with lana at reception all is in order.
Only to get multiple debit orders deducted, which I had to go to my bank to be returned - now I have to keep a R0 balance in my bank account, to prevent planet fitness Randfontein to deduct more money. A stop order not working
as planet fitness change the ref nrs each time. I went to the Randfontein branch a few times, spoke to Roeline - the admin manager, simphiwe the consultant he confirmed contract. Lana at reception also send emails to cancel contract. Still to today I receive sms's threating with legal action.

I give up! frustrated to say the least

This membership was not supposed to be a contract but when I tried to call and cancel the membership they stated that I was under contract to August. And this was not a contract this is supposed to be a month to month. So when the money is not in my account they hit my account like twice so I owe them like $300 every month out of my account. I tried to call and cancel it be customer service they stay that I need to write a letter in order to cancel it and then charge me a cancellation fee.

Whenever I go to Planet Fitness in Bangor, ME I go out of my way to be friendly and courteous to their staff. That just comes natural to me.

I was previously a Customer Experience Coordinator at TJ Maxx and am now a Billing Technician at Penobscot Community Healthcare, so I am pretty used to dealing with people on a daily basis.

I have always thought that excellent customer service and sales reps are the two most important things that any business needs to be successful.

That said, I have experienced two great customer/sales and two bad customer/sales experiences courtesy of Planet Fitness Bangor over the past week. The good did trump the bad, but the bad could have lost Planet FItness, not one but two Black Card memberships, one for me and the other for my wife.

I had a billing issue that all about $20.00 for a late fee of $10.00 on mine and my wife's account when I knew there was money in the account at the time of the attempts to auto withdraw our membership fees.

When I called I spoke with a employee who I didn't herself as Assistant Manager Lisa. I informed Lisa that the account that should have billed for both my wife and I was not being billed and that instead another account was being billed when the funds were indeed available in the correct account.

Now, even if my perception of the issue was incorrect, I believe first we take the customer at their word, investigate and if there is differing information which contradicts what the customer perceived, then educate the customer and walk them why the misconception might have taken place without belittling them or becoming aggressive when the customer does not agree.

Lisa was one not friendly and persisted on continually repeating, each time more aggressively and more unfriendly, that I was wrong until finally she told me she would call the billing company to look into the further, and continued to state that she did not see anything wrong after.

Later, Lisa calls me back to inform me that that the billing company confirmed what she had already told me and that she did not know what I wanted her to do. Her tone was awful and she did not seem to have any interest in a satisfactory result only in saying she was right and I was obviously wron

Now, when I refused to concede and informed her that I would if the problem wasn't fixed I would simply cancel both memberships. I informed her it was not the money, but the principal of the matter and most of all because of the bad customer service I got from her on resolving the matter.

Instead of offering any form of apology or expressing any value for our business, she simply stated it was our option and to do it and hung up. I even told her, you could have apologized when you heard me stated that you provided me bad service. Still no apology. Instead she became argumentative about being right about the billing. She seemed more interested in being right than doing the right thing by her customer.

Now, immediately after that I typed a letter of cancellation for both memberships and even expressed in the letter the reasoning and the treatment that led up to the cancellations.

After I got off work. I called Planet Fitness and spoke with Danielle. Danielle was great. When I told her about the phone call I made to Lisa and how Lisa treated me before hanging up on me. She was immediately apologetic. Which I found amazing because she had done nothing wrong. She was professional and courteous and expressed her disappointment in us cancelling our memberships. She explained to me that Planet Fitness always prides itself on great customer service and that Lisa is generally one of the best, without disregarding or belittling my complaint.

Because of that then told Danielle that she saved two Black Card memberships because of her great customer service and to let their Manager know to disregard the cancellation letter.

A few days later I was surprised to receive a notice via email that the both memberships were cancelled. I was surprised not because of the message I left with Danielle seemed to get lost in the shuffle, I know that happens, no problem.

I was actually surprised that Planet Fitness receives a cancellation notice with in a letter that states it was due to a customer service issue and instead of following up on it and attempting to save the memberships they just cancel them with no reaching out to express regret or appreciation for out business. I thought you get a letter stating that an Assistant Manager called a customer and was rude enough to get a cancellation of 2 memberships you would follow up before simply cancelling them.

I called the day I got the cancellation notice and ran into another bad customer service experience. This time from a gentleman identified as Dakota.I asked to speak with the manager and was informed she was not their.

I infomed Dakota of the cancellation and informed him I just wanted to know when the last day we could use our memberships and to explain the situation. As soon as started informing him of the situation that took place with Lisa and then Danielle he say verbatim "I don't have time for this, you're pissing me off, I'm 17 and don't have time for this: and then hangs up on me.

I call back and he tells me he doesn't see what the big deal was and that If I want the memberships I can just resign up in this foul tone. I tell him that I want the manager to call me when she gets there. He tells me that I come down there if I don't like it. I hang the phone and I call Planet Fitness Corporate to file a complaint.

I get a call back from Matt who is the Regional Manager for Planet Fitness and he is a mirror image of the excellent customer service I received from Danielle. He is nice, courteous, apologetic and empathetic like Danielle and just as professional and expressed the value Planet Fitness placed on us as members.

After speaking with him. I agreed to go in an re-up our memberships to Planet Fitness. Two extremely good customer service experience trumped two awfully bad ones, but why did it even have to come to that?

Planet Fitness used to have this amazing customer service across the board, but like Walmart they are lacking these days. I am just glad it all worked out in the end.

The common things in the bad situation:
Unwillingness to listen and constant interruption
Unwillingness to be friendly, empathetic and apologetic
Unwillingness to show value for the customers business

The common thing in the good situations:
Willingness to listen openly without any preconceptions
Willingness to be be friendly, empathetic and apologetic with great tones
Willingness to show sincere concern and value for my business and their representation of the customers image

Thanks Matt and Danielle. You guys are the only reason my wife and I will give Planet Fitness another shot for the second time. Hopefully customer service and customer retention will become of greater emphasis at Planet Fitness.