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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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7:32 am EDT

Planet Fitness customer service is horrible

Planet fitness location in homestead has the worse and the most rude managers ever! they don't greet anyone when you walk in they hold there own conversations and you pretty much have to bug them for some actual assistance and jus to get checked in to workout. I've had multiple run ins and they don't talk to the customers like they take pride in the company or the customers. The two main managers in the (homestead) location are very very rude, this is something that many people in the gym agrees with. At this point I have had enough and it seems like nothing is being done to ensure the comfort of the people paying to keep the company moving. I shouldn't get get a bad experience from a employee from jus 30 seconds of checking in. Also, last time I was there I was with my wife, and both managers was bad mouthing me and a few customers when they seen the line a little long from people checking in, felt like I had every right to express my honest feelings at that moment, but hat would have done no good, so I'm here now, jus want something done cause I think they don't give a [censor] about the customers or there jobs, and I'm talking about the primary managers not the regular employees they are great and friendly, (if something is not done, I promise I will go out my way to make sure this issue never happens again

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1:33 am EDT
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Planet Fitness planet fitness/ gym employee

Today I went to the gym to workout when I was checking in I told the employee I wanted to upgrade my memebership to the black membership and so he check in the system and told me you can't workout today because you have the wrong routing number on your account ? But that makes no sense because i'am still paying my bill on time it would make sense if I didn't pay it then if course I wouldn't be able to workout and also I've been going to they gym for the past 4months and did not have a problem with my account Until now I wish I knew the name of this employee once I find out I'll edit this

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11:44 pm EDT

Planet Fitness gym employees

This one employee named Payton is ALWAYS talking to this one red head, his girlfriend I presume or someone he's trying to impress, but regardless it's interfering with his job. It takes several moments for him to notice guests walking in and needing to scan in, doesn't realize members are waiting for his attention trying to use some of the black card member privileges, and they talk the entire time I'm working out (1-2 hours). She's there when I get there and still there when I leave and she's always in workout gear yet never even touches a machine.

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4:41 pm EDT
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Planet Fitness account charges

I cancelled my account with Planet Fitness by phone and by person in September of 2015 prior to my military deployment. It is now July of 2017 and I am still getting charged. I was told earlier this year that I would be cancelled and reimbursed my money. After not receiving anything I wasn't sure what had happened and didn't even think to continue checking my account as i assumed and trusted it was handled. I then did research and went through all of my statements. I have been charged a total of $479.78 since I cancelled in September of 2015. I am asking for a total resolve in this issue if possible. It's not that I wasn't pleased with my membership but due to my travel for deployment I had no need to continue paying for a gym I wasn't using. I'm very glad I am catching this now as that explains where some of my money keeps disappearing to...and here I thought I just had a bad spending problem. Aside from that, while i was a member at Planet Fitness i was extremely pleased and have nothing but positive reviews for them. Please let me know if there is anything you can do. Thank you and have a blessed day!

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10:48 am EDT

Planet Fitness morgantown wv site tanning beds

Planet Fitness morgantown tanning beds have been broken, dirty, and full of ants for over a year now. This is unacceptable. There are bug traps in the rooms & the bulbs don't work (same problem over a year now) and/or the music doesn't work. Maintenance and cleanliness are needed badly. See the attached pics - unacceptable. I've been a member for over 2 years and the bulbs being out, the bugs and the dirt and hair in the bulbs of the beds have been a problem since day one. It's really disappointing and disgusting since the site always has a wait and plenty of members. The worst PF gym I've seen.

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Marco Etter
, US
Aug 08, 2017 9:50 pm EDT

I CONSISTENTLY SEE SELECTIVE POLICY ENFORCEMENT. POLICIES ARE WRITTEN SO THEY CAN PICK ANY VIOLATION. AS RETIRED IN A DISCIPLINE, I CONSTANTLY ENCOUNTER YOUNGER KID'S ATTEMPT TO CHALLENGE ME FOR "BIG MAN ON CAMPUS" AS IF A TITLE EXISTS. CELL PHONES ARE USED TO "ACCIDENTALLY" RECORD ME AND OTHERS AGAINST MY WILL. IF THE STAFF CAN'T CONTROL IT, FREE UP THEIR POSITION FOR SOMEONE WHO CAN. THE STAFF REMAINS NOTIFIED AND FAILS TO PROPERLY ACT. I USE THEIR WORDS AND HIGHER STANDARDS AGAINST THEM; LAUGHING AT THEIR PANIC. I REMIND THEM OF CONSTANT "JUDGEMENT FREE" TACTICS ATTEMPTED AGAINST ME THEN LAUGH AT ACHIEVABLE LISTENING AND THINKING SKILLS ANYBODY CAN APPLY. I'VE REMINDED THEM OF OBVIOUS SAFETY ISSUES WATCHING THEM PANIC OVER INABILITY TO "COUNTER THREAT". STAFF CONDUCT IS AS IF WORK FILLS IN SOCIALIZING. IT IS NOT BURGER KING, THEY DON'T GET TO TREAT CUSTOMERS THEIR WAY. THERE ARE SOME STAFF I MAKE AN EFFORT TO SCHEDULE MY GYM FOR COMFORT OF THEIR PROVEN PROFESSIONALISM. MOST OTHERS ARE INEFFECTIVE.

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Jaimes_mom
, US
Jul 29, 2017 1:39 pm EDT
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Have you considered contacting your local Department of Health about this?

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1:06 am EDT

Planet Fitness cleaning supplies

Hello Planet Fitness Staff,
Just recent Santa Fe Planet Fitness changed their cleaning supplies to a "simple green" to clean the machines. I just need the old cleaning supplies back because this new product I am allergic to and it is starting to give me asthma. Several of other members have said the same too. Please resolve the situation as soon as possible thank you.

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1:34 pm EDT

Planet Fitness customer service

I am a member at planet fitness. I have been harassed I will be joining another fitness organization who is professional this was the worst experience ever. Planet fitness on s Hawkins was the worst please speak with franchise manger immediately before you guys loose a lot more business. They never clean the products like there suppose to they don't help they are very rude avd inconsiderate I'm a leaving the place I can't believe they represent planet fitnesss from stow this embarrassment to planet fitness I'm done with them

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12:08 pm EDT

Planet Fitness year long contract

I was approaching my last month of my 12 month agreement . I went in and told the employee that as they have now deducted all 12 payments of $20 from my checking account I did not want to renew. she said I still have over one month left and if I cancel now they would have to charge me 58 dollar termination fee so i needed to come back when it was under 30 days.
I said fine and left. now 2 days later they charged me a 13 payment of $20

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2:16 pm EDT

Planet Fitness burlington wa planet fitness

Hello, I'm putting in a complaint. There was a problem with my checking account so my membership cost could not be taken out. BUT they could charge my debit card $15.00 late fee?! I have talked to all employees at the Burlington WA planet fitness location! I've been charged twice in one month $15.00 charge. That does not go towards my membership! I am so mad and my family of 5 all told the employees we were all quitting our membership if they can not fix the problem. They said oh well! Meaning go ahead and quit your membership we are not going to help you. I need a refund of my money! I don't have money to just throw away. This is not okay! If they are able to charge my debit card a late fee they sure can INSTEAD charge my membership fee to my debit card... This is not okay! Bad customer service. Rude

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8:19 am EDT

Planet Fitness treadmills

I have been putting up with the crappy treadmills at your waterloo iowa franchise for quite a while. there are only a couple that you can actually plug into that work to listen to television. I constantly have to keep moving around to find one that still works. Today I walked in and there were like 5 or 6 in the back row with out of order signs on them. One of them happens to be the one that works with the earbuds. The amount of money I pay is not astronomical by any means, but when you take into consideration the members numbers you have paying, this is totally unacceptable! My gym partner has talked of going elsewhere. He has reported it to the help at the desk several times, to no avail. They even mentioned new treadmills at one point. I have lost hope that anything will be done and my gym partner and I will more than likely be going elsewhere. If this is the kind of thing that continues I can only imagine more members will probably do the same.

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11:11 pm EDT

Planet Fitness showers at the pf in rio rancho, nm — on southern blvd.

showers do not have soap half of the time...the curtains on the changing booths are the most gross/dirty curtains ever . someone needs to take sure that soap is available at all times...if nothing else!

please look into that...I'm tired of being grossed out. at this day and age something like this shouldn't be happening. we pay good $$$ TO HAVE this situation if i need to talk to someone else please me know who i could contact

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7:22 pm EDT
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Planet Fitness poor customer service

I was a member for 2 years- never had any issues, staff had always been too notch.They hire a few new staff and 1 staff member was rude and sarcastic to me at the desk in front of other members.
I didn't report him, I should have but when outside the gym I gave him the finger which I apologized to the manager for. He reported me and now my membership has been revoked for life.
I broke no rules- I should have been a *** and reported him and demanded to speak to a manager but I thought maybe he was having a bad day!No one ever called to discuss anything with me and called to say you've been kicked out- if you look online (3 months ago) at the time of the incident there's another complaint about staff needing customer service training- did he ever get spoken to, no he still has a job - I think this was handled inappropriately here I'm getting kicked out for breaking no rules-

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1:10 am EDT

Planet Fitness material

We don't have a lot of stuff here down in Springfield Illinois we would like you guys to bring up more materials please such as V-bar, T-bar, and shoulder machines that's the most important thing and we need back machines, chest I mean Planet fitness ain't filled out yet and we love PF but if we missing a lot of materials there wouldn't be none good in our gym

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6:32 pm EDT

Planet Fitness water bottle for a member that is been more than 14 years is invaluable

Thurs today a very warm and poor air quality day after a day of work and going to the gym I need a water because I felt that I was going to faint the sale wants me to pay her 2.25 because I was not a black card ohhhhjjj is not a good customer service I should get a black membership for the price that I should pay that it was $10 and in this transfer gym from 225st since they open @riverdale near the target store in the Bronx and now I'm on 176st and I'm been charged more per month, I hope that CEO from planet fitness see this complaint and can help me out the way that I've been doing it for you for all the years that I'm been paying you to attend at this gym were i don't get help with fitness classes so I can look better my email [protected]@yahoo.com thanks for taking your time to read this

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1:32 am EDT
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Planet Fitness unauthorized debits

I authorized Planet Fitness to debit my account with R99.00 per month for a period of 12 months - This I explicitly stated on the form provided by them (of which I have a copy).
After the 12 month period they started debiting my account with R427.90 monthly. This has been going on for 5 months now. I gave my bank instruction to stop payment when I realized what they were doing but would like to get the money back that was fraudulently taken by the gym.

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12:57 pm EDT
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Planet Fitness employee and false reports

Let me start with saying that my name is Brian Miles Jr. And my gym member number is [protected], about a month after I joined Planet Fitness of Waldorf, an employee by the name of Jared Kimble befriended me and began to try to set me up with multiple girls who were also members at the gym but not like you're thinking. He would type in names of these girls he knew who came to the gym on the Planet Fitness computer while on the clock showing me pictures which also let's me see all of their information as well. Finally while there he started talking to this one girl that he was trying to set me up with. He told me she liked me and tons of stuff but I only talked to her twice and both times she didn't seem interested and I felt like Jared was playing a joke on me so I told him I was going to report him to his manager Ricky which I did but on the day I reported him I come in to see that Jared had cancelled my membership 2 days prior to me reporting him and his report said that I harassed another member which never happened. I told Manager Ricky about everything and even showed him messages I received from Jared and after seeing the evidence I was reinstated. Since the time I came back Jared has said hello, goodbye, he throws down things such as pens when I'm needed to sign for something to use and I've been the same person I always am, I always say please and thank you and try to be nice to everyone because the past is the past in my views. So then after about 2 weeks of being reinstated I get another complaint of harassment against me but the girl who reported it only said it was Brian but said nothing of my last name. After investigating the incident they discovered that the girl doesn't even workout at the same time that I do, they also told me they have repeatedly tried to contact her and she hasn't answered back. An employee named Fred who works the late shift which is when I come in issued a statement telling Manager Ricky that since being reinstated I have kept to myself and haven't spoken to anyone unless they were employed there and it was to ask to use something so please figure out what is going on and contact me somehow please. Should I get a lawyer for defamation of character or what should I do? Thank you.

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Update by Brian Miles Jr.
Jun 03, 2017 2:02 pm EDT

It doesn't matter what you call me, boy, guy, gentleman, man, it's all the same to me and it means my gender is a male. That's just how talk.

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Brian MiIes Jr.
, US
Jun 03, 2017 11:16 pm EDT

You don't know anything about what is going on. The WOMAN if you insist, told lies about me. She said that I was sexually harassing her and that I followed her home after using the gym and asked her out. I thought that she was just playing hard to get and I followed her home. She lied and kept saying that I was harassing her. but I just wanted to see where she lived since Jared said she was interested in her. He lied and he could have gotten me in trouble for sexual harassment since I made a comment about her boobs which she should not be exposing if she does not want attention from men. I complained that her clothing was too revealing and that is why I thought she was trying to entice me. She complained to Jared and he did not take my side. I talked to Jared' supervisor after he revoked my membership and I was told that I can have my membership reinstated as long as I stay out of the women's locker room and stop harassing her and following her home which I agreed to. She is not a teenager she is 25 and a total bimbo. All boobs and no brains. Jared gave me messages saying that I was sexually harassing female members because one WOMAN whom he said was interested in was not really interested in me. I could have gotten in real trouble with the law by following her in the women's locker room, and following her home because of Jared's lie.

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6:23 pm EDT

Planet Fitness being double charged

I went to planet fitness on April 16 th 2017 to let the manager know that I needed to change my billing info the manager on duty took my info and put it in the system. She then proceeded to ask me to slide my bank card to confirm the information and to pay my fee of twenty dollars for the black card for the month as well as another twenty dollars for my mothers acct because we share bank acts. The following day April 17 th another forty dollars was deducted from my checking acct. I went back to planet fitness to discuss what happened but I was told the computers were down to come back on Monday (the following day). I came back the following day and spoke to the manager on duty he told me he could not refund me my money even though I was billed twice he said I had two options I could request a refund for the forty dollars but it could take at least a month because it had to go through corporate or I could have my may memberships paid for so I agreed to have my may memberships paid. The manager confirmed I would not have to pay for may. On may 16 2017 I went back to planet fitness to confirm I was not going to be billed and once again they looked up my acct and told me I would not be charged for may . Well on may 17 2017 not only was I charged forty dollars for may memberships but my bank charged me forty dollars in overage fees for the two acts because I do not have the funds available because I was told I would not be charged multiple times by management. When I went back to discuss the issue I was told again they couldn't help me because I owed late fees from three years ago that I was not even aware of and was never told when I opened my acct.i am extremely upset because though I did nothing wrong I am told I need to find bank statements from years ago to show I paid my membership three years ago this is so ridiculous. I have no trust in this company and I'm going to file with the bbb immediately as well as contact a newscaster to help me resolve this issue
D

Ars

At

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7:34 pm EDT
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Planet Fitness dirty garbage bin next to my home full of old garbage and rats mice

The north bergen planet fitness on 64 street kennedy blvd has 2 separate parking lots which are always full of garbage. The employeesecond never ever clean it completely constantly leaving the large lit next to my home with garbage all around. They now place a, large metal garbage container bin next to my private property home. That bin it's always full with same old garage which never gets thrown out. It's full of rats and mice now coming to my home. We have small kids and pets. My tenants worried and upset too. They recorded it daily. It's a health issue. If the bin it's not removed we are going to mayor with a lawyer. We've been in this property for over 40 years. We've asked employees to move bin far from our property and said the manager doesn't care. We've called health inspector to monitor. We have cameras and we are too. I'm a tax payer long time resident of this property. His gym it's causing money and health problems. I will call newspapers and tv if I have to. That garbage bin must be moved away from the ptivste home it's next to it not safe healthy or correct.

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5:03 pm EDT

Planet Fitness I am submitting a complaint about katie the new manager

She has a horrible attitude ! Ive been coming here for years and I have never experienced this . I came I'm with my partner and we tried to check in, him and I have been coming for years, he is in the system as my guest and they have his picture and everything ! She said she is the new manager and she makes the rules now ! What is wrong with her ? Her attitude is a disgrace ! This is a suburb planet fitness, customer service was always on point until Katie had arrived ! I am very disappointed, thinking of switching ! I demand for you guys to do something about this Katie ! Asap !
Very upset customer

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Winston Carter
, US
Jun 10, 2017 4:49 pm EDT

Making a complaint about one staff member at planet fitness, Rockbridge Road Stone Mountain. I have been a member since July/August last year. I took my wife with me as she was visiting from another state today 6/4/2017 about 4:25. I checked in and told my wife to wait at the front where there are several seats, I went off to work out but looked back and realized that my wife was in a conversation with the lady at the desk. I turned back and asked the lady what was the matter. The lady told me that my wife can't stay inside. I told her she is not going to work out she is with me. The lady told me that I do not have a black membership so she can't stay. I told her that she was allowed to sit the last time but insisted that she can't stay, At this time my protective instinct kicked it and I insisted that my wife was not going outside so I told her to sit at the side since she can't sit st the front, At this time she told me that my membership is cancelled. To which I remarked what are you talking about. She said I am the manager here to which I told the matter to another staffer, why is she being so rude and mean, He motioned his hand without saying anything. I insisted that my wife sit down and went off to work out. She said that I was going to call 991 and I told her to go ahead. I proceeded to work out but after a minute or so I decided it's not worth it if a police comes on the scene this would be too much, I went to the lady and asked for a refund since she is cancelling my membership to which she said that the fee is not refundable. I said to her, you are very terrible manager and you will not go very far she said see you in ten years. I said you have no idea of what customer service is and that she is very arrogant. She said thanks for the compliment and I said it's not and walk away.
This was my first bad experience and was surprised that my membership is being cancelled without a refund. This is not a complaint against planet fitness as my experience has largely been positive, but just an individual.

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2:52 am EDT
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Planet Fitness cancellation of a debit order

my name refilwe Malebe id [protected], I join theplanetftness gym at menlyn new branch . unfortunately I was suppose to move to menlyn in April at work (Assupol life )but we are moving end of June.

I called the call centre to cancel the debit order that is going to be on the 28 of may as I wont be using the gym until July but they told me that they cant cancel the debit order .

I cant understand why as I wont be using the gym, I request again for the debit order to be stopped or I will take further steps .

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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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Phone number

+1 (844) 880-7180

Website

planetfitness.com

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