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1.5 953 Reviews

Planet Fitness Complaints Summary

108 Resolved
831 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 953

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Newest Planet Fitness reviews & complaints

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9:41 am EDT

Planet Fitness lack of normal gym etiquette/courtesies

About 1 week ago, another gym member (20 yo female) used an incline bench in the flat position for almost 40 minutes to perform 3 exercises that DID NOT REQUIRE the bench in the incline position!?

Because all other incline benches were being utilized as inclines by multiple members, I asked her (on two separate occasions) if I could "work in a set" while she rested (by sitting on bench, looking at phone, for 5 minutes at a time). She repeatedly declined. (Even after my second request of "needing just 8 reps!?!")

I discussed the concern with gym staff and gym co-manager, who said there is not much they can do because of PF's theme (ie, "No Judgement").

I'm sorry... but when the gym is packed, and it's peak hour (5:30p to 6:30p), NO gym member (not even me ;) should covet ANY bench/station/machine/weight/area for ALMOST ONE WHOLE HOUR without allowing other members to "work in"...

That is called Basic Gym Etiquette 101, and should be taught by PF staff to ALL NEW MEMBERS (because it happens an awful lot!).

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user1885322
, US
Aug 08, 2018 10:03 am EDT

Welcome to PLANET FATNESS! People are stupid and inconsiderate because they don't know, don't care. Good luck in the future.

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C
8:59 am EDT

Planet Fitness temperature was extremely hot and dangerous in the gym

I went to the gym on Monday, August 6, 2018. When I arrived the temperature in the gym was extremely horrific. I thought that because there were a lot of people exercising, it could have been everyone's body heat.

Well I exercised with my teenager and my teen suddenly became ill. We went into the ladies room where the temperature in the ladies room was cooler than what the gym was. The temperature in the gym was 77 degrees. It felt like a sauna. My daughter lasted several minutes in the ladies room.

Remember, just because your clients are sweating does not mean that they are getting a good workout. In an overheated environment, they could simply be overtaxing their cardiovascular system, which can lead to dangerous physiological conditions.

We had to stop exercising due to how hot the gym was. I would appreciate it if this matter is attended to in a proper manner. I am bringing it up to headquarters. The next step would be to report it to the Department of Health.

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4:45 am EDT

Planet Fitness letting homeless people sleep in gym

My family and I love going to the gym to stay healthy. But I don't think its right that the planet fitness in stockton California lets the homeless sleep in there gym on the hydro beds and gets free massages. They don't even pay for membership and I do how fair is that they need to fix this asap or I am canceling my membership and telling everyone to do the same

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SleepingInMyCar
Solana Beach, US
Aug 28, 2023 9:44 am EDT

Try being empathetic. I am homeless but I have a job, yet it's not enough for a gym membership because I have to pay for my phone bill, Car Ins, food and gas. My goal is to be able to afford a gym membership so that I have a place to shower and poop. I don't drink, don't do drugs, don't smoke, and I live in and sleep in my car. A few tragedies in your life can put you in my same situation so please be kind. Have a heart.

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Liz83
San Diego, US
Oct 18, 2022 12:02 am EDT

Completely agree with previous reply. Furthermore, it's not the homeless causing the most destruction in our communities but the wilfully ignorant and entitled. People that would make a formal complaint about persons who already have so little because it's inconvenient or unpleasant to have to view them. Thats what is truly disgusting.

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lavernica
, US
Jun 19, 2022 10:56 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

How do you know that they don't pay for a membership? It sounds like you are assuming something based on a bias against homeless people. Unless they are actively harming other people, you should just let them be. I'm honestly appalled that you made this complaint.

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11:31 am EDT
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Planet Fitness manager

7/25/18
I called in to see if they could wave the 10$ late fee as to I was figuring out a good way to make sure I wouldnt get charged monthly for this due to my bank charging me 90$ for planet fitness trying to take out when I didnt yet have the money in the account. I thought it had been paid but in fact it was just late charges I was paying. (BTW I was ok with paying the bank due to it being my fault) I just asked her if she would wave that fee and she told me that was out of her hands and she could not do so. Then told me that If i could not afford my membership that I should get a better job to make sure the payment was in my account. I then asked for her supervisors info and she refused. I then told her to have a nice day and i would be getting a hold of corp and she told me to go ahead. I have been over nice in the past, The manager seems to be on drugs, the employees are rude and will let you stand there while they talk to each other, the tanning beds are NEVER clean and when staff does clean then they are irritated and are only in there for a couple seconds not even a min. I Always have to ask for the cleaning supplies to clean then myself. I have never said anything due to the fact that it is cheap. I am no longer willing to put up with this for any amount. I would like to cancel my membership and I dont want to pay for the fee for ending early. I called corp on friday and have not heard back. My email would be the best way to contact me .

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2:23 am EDT

Planet Fitness customer service

On Thursday, July 26th at 11:43pm, I realized I left my charger accidently at the gym. So I called the Linden Planet Fitness, the worker was nice enough to look for my charger. I went back for my charger on Saturday morning and it was no where to be found. The represenratives at the counter contacted the manager which told her its not their responsibility. I do not understand how you could find someone's property who pays monthly dues at your establishment and not properly secure the item until your customer comes in. This was handled poorly by the manager. It was my fault for losing my charger, but to not even apologize for misplacing my charger after it was found is horrible customer service.

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12:53 pm EDT

Planet Fitness cancelling membership

HORRIBLE SERVICE. IN HATO REY, PUERTO RICO
I wanted to cancel my membership because I lost my job and i had no money to keep paying for the gym. I went to cancel yesterday and everything went smoothly. I payed what was left of the month and late fee (which i understood); however, when I checked my bank account today, they charged me AGAIN. Mind you it was $37.29. So, they charged my card. I tried calling and calling and no one picked up. Tried to understand why. They picked up, i explained my situation and they put me on hold for 15 minutes then THEY HUNG UP AND NEVER PICKED UP AGAIN. I personally had to go over there. They're technically STEALING from you. They didn't want to help at all at first so I had to get pissed off in order for them to do anything about it. NEVER AGAIN.

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10:22 am EDT

Planet Fitness the trainers.

Absoutlely hate coming to planet fitness now. The employees monkey around and scream inside the building line they're on a play ground. They're lazy and eat fast food in front of the door. They barely clean the machines and when they do, they clean machines well you're working out on them. They have no idea how to help people or fix problems. Awful place to sign up for. I cannot wait to switch my gym to one that isn't a hectic environment. One that is also 24/7 and not 24/5. I mean who closes on the weekends at 7pm? Oh right planet fitness because they don't support a young working culture. Highly disappointed with how poorly ran/executed/monitored some of the smaller planet fitness are evaluated. Corporate should fix the problems here before more people want to leave. The trainers aren't even in shape? We're here to come workout and better ourselves. Not come to an environment where two trainers are running around the gym, screaming, bothering other workers/workout-people. It's ridiculous . The sad thing is I'm a regular here. I have came for a long time. I have no want or drive to keep coming here anymore.

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1:24 pm EDT
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Planet Fitness tv

Mt home fitness center, 1020 N 54th St, Chandler, AZ 85226, has a problem with the ESPN channel downstairs. The picture doesn't have the same audio.It' like the picture has ESPN and the audio is ESPN2. I have requested many time to fix the problem but the desk people tell me it is controlled by corporate and they (corp) doesn't pay any attention. I suggest fixing the problem or turn the tv off. It's very frustrating.

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10:53 am EDT

Planet Fitness judgemental service

At about 6pm on July 25th, 2018, I decided to go to the Planet Fitness located in the Bloomsburg Columbia mall in Buckhorn PA. This is an establishment I frequent about every day of the week, and never before have a felt judged, unwelcome, or unwanted in this "judgement free zone" until I came into contact with the ever so unpleasant employee who calls herself "Kai". "Kai" did not great me as a walked through the door and instead stared me down from head to toe making me feel extreamly uncomfortable and self conscious. I was wearing Leggings and a tank top, which could be seen as "asking for it" at a regular gym however I did not think anything of the outfit when going to my safe space that is planet fitness. Later I asked for a towel (unbeknownst to me hand towels that I had seen many people using are not allowed to be handed out...apparently) "Kai" responded by first raising her voice and saying, "we're not allowed to hand those out!"I was shocked by this display and timidly, responded, "Oh, I'm sorry thank you." She again stared me down from head to toe (again extremely uncomfortable process) and then sarcastically said, "yeah so sorry" I accepted this a went to the locker room, I walked out after changing and found "Kai" talking about me to the other employees there. I am appalled that someone so condescending, rude, and judgmental would be allowed to work at planet fitness the, "judgement free zone" more so I am upset that she was allowed to conduct herself in such mean way at a place that I previously have enjoyed going to.

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1:22 pm EDT

Planet Fitness cancelled plan

Jan of last year I went into the place, cancelled my plan. I was a fulltime student with a fulltime job. I gave the gentleman my information, he added something to my account and said it was closed and I didn't need anything. Today I found out I've ve been charged the last year & 7 months and the manager says no to a refund on something I've not used since May of 2016. That's $412! I will never use or recommend this place again.

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8:15 am EDT
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Planet Fitness they keep charging my bank account & won't let me cancel the contract

I have been trying to leave planet fitness, they wont let me out of the contract . I have tried multiple times. I have gone to the center & called they say it hasn't been paid but my bank statements say otherwise. Now they say that I owe them money!How when they have been paid from my bank account & I have the bank statements to prove it! Planet Fitness has hit my bank account more than once a month, when it is only supposed to hit my account 1x & 1x only a month. This is ridiculous! Planet Fitness is scamming big time! They claim no contract ... That's crap ! They had me sign a contract & they claimed that I could leave at anytime & a bunch of other stuff to make it sound good!
That has turned out to be one huge load of caca ! I am so tired of dealing with this. I want out of the contract & for Planet Fitness to stop hitting my bank account multiple times a month & then lying through their teeth claiming that I haven't been paying & owe them a butt load of money when I have bank statements that prove otherwise!

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Update by RayDale
Jul 20, 2018 8:39 am EDT

Oh I almost forgot to mention that Planet Fitness renewed my contract without me signing a new contract or even agreeing to a new contract! They have done this twice now...
How, how can they do this, how do they get away with this?
The employees are snobby & rude & the management acts like they could care less!
No one wipes the equipment down, you are expected to carry a spray bottle & some kind of cloth to each piece of equipment & wipe the sweat & whatever else off the equipment yourself. Some of the equipment is not in safe working order but is still used. I wouldn't recommend Planet Fitness to worst enemies!
They charge hidden fees, hit bank accounts more than once a month, renew your contract without consent from you, refuse to let you out of the contract!

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5:43 pm EDT

Planet Fitness manager matt smalley

My name is Kecia and I had come into the Urbandale planet fitness because I wanted to get started at the gym. So everything's fine I come into the location to get my membership. I start talking to this guy in a black shirt, named Matt and we sat down at the table to go over memberships. Starting off I could already tell this was not a gentleman, he was speeding through the memberships so fast I couldn't even understand half of what he said. Second I kept trying to understand it more by asking questions and he kept getting a tone I could tell he was annoyed of me. I felt embarrased and appalled. Third the disrespect that this guy gives off is insane. The more I try understanding him the more angry he was getting and his face was getting super red, he was not being respectful at all and he was making me feel like he doesn't want me to even sign up here. I ended up picking the membership I wanted and I got the black card because there is no way I will ever step foot in this planet fitness again. I will go to another location, but that sucks because this Urbandale has a very nice facility and I was really excited to try it out! But no this guy has ruined it for me the disrespect was out of control and I don't ever wanna deal with this again. I didn't even want to complain cause that's not like me. But when I get pushed to a point I need to say something to someone so I don't feel like I'm going crazy. Thank your for listening to me. If ur respectful to me I'll be respectful to you but that's not the way it went down.

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11:43 am EDT

Planet Fitness customer service

other day there were some issues with my account that had been brought to my attention. The mod Insisted on canceling my account since I didnt plan to make a payment without consulting my bank first, considering the fact that the payments come out directly every month.I'm on my way to cancel my membership, pfit lost a potential life long customer for a mere 40$

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9:41 pm EDT
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Planet Fitness facilities

The Planet Fitness located at 25 Broadway, New York, NY 10004 definitely has a mold problem. The smell of mold is most prominent on the lowest level near the locker rooms. Women's locker room showers have mold and do not drain properly. It also seems as though the floors on the gym floors were ever cleaned. It is a shame that it is at such an attractive location, right by Wall St, yet has such a poor maintained facility.

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9:05 pm EDT
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Planet Fitness richmond california manager earvin romero

I am Deaf. I had my Truck Broken into at Planet Fitness in Richmond California, their Parking lot. Manager Earvin Romero did nothing to help me out. Today I was Working out at Planet Fitness Richmond. This Trouble Maker asked me how many more sets I had left on arm Equimpment. I told Him three. This Customer kept running his mouth, trying to force me to get off the arm Equimpment. I told him that I was Deaf, did not understand what he was saying. This Trouble maker went to Front Desk to complaint to Manager Earvin Romero. This manager came to me with that Troublemaker, I did not understand what Earvin Romero was saying to me. He refused to write. After repeatly asking this Manager to write what he was saying, he finally wrote that he wanted me to come to front Desk. He cancel my membership. Based on the reason that I would not leave my arm equimpment for this Trouble maker. Earvin Romero really insulted me as a Elder Deaf Person that need my work out. I even gave up my long standing membership at a great deal to attend 24 hour Fitness. Now, I can no longer go back to my great deal at 24 hour fitness. And I cannot attend Planet fitness. This Manger Earvin Romero has taken this Personal. He seem like a Bully. There was no reason for him to cancell my membership. I did not even understand the rule he was explaining to me about the arm equimp I was using. I really think it was Silly for him to cancel my membership because of the Complaint from this troublemaker and the Fact that I did not understand the Rule this manager was mouthing out to me.

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Update by Gmg008
Jun 27, 2018 9:06 pm EDT

I am waiting to see what Planet Fitness Corporate will do to solve this problem.

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3:33 pm EDT

Planet Fitness unsafe environment at the gym and bad customer service

A few days back, somebody broke into my locker (which was locked) inside the men's locker room, stole my wallet and illegally swiped my credit cards for more than $1800. It seems that somebody had been following me for a while and was able to sneak into my combination lock code and get into my locker !

I officially lodged a complaint at the Planet Fitness and also filed a police complaint at the local station. I did not want to press charges but I wanted the manager to talk to me and assure me that he would take necessary actions to prevent such acts in the future. It has been more than a week and nobody from Planet Fitness has contacted me even after multiple calls from my end. I am extremely disappointed with such ignorant behavior from the staff and feel unsafe going there again.

Exact Location: Planet Fitness, 3122 S McClintock Dr, Tempe, AZ 85282

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10:29 pm EDT

Planet Fitness I am complaining about an employee that makes me feel uncomfortable about my self-image as she addresses me every time when I walk in the gym.

This girl was staring at my tattoos, and i felt as if i was being discriminated for my tattoos. I felt as if i was being judged, and i already suffer with self-image issues. This girl does not make me feel comfortable in anyways and I feel attacked as I go into the gym. This issue needs to be resolved. As a planet fitness employee, you should be nice and have better communication skills instead of being rude.

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Mattyboy603
, US
Jun 25, 2018 10:39 pm EDT

Just get the tats removed hun

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9:07 am EDT

Planet Fitness planet fitness

Horrifying Company AKA: Planet Fitness. Do Your Homework! This is by far one of the worst companies to ever deal with. AKA: Planet Fitness. Somehow their polies and procedures have gone unchecked however, their one-sided me first attitude to consumers is appalling. Management Never Responses to concerns. Chose any gym but Plant Fitness if you want to support a company with morals these guys simple don't have. The Coachella CA location is horrifying.

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5:11 pm EDT

Planet Fitness employee

June 20, 2018

I went to the gym today with my sister and son. We go to this gym at least 3 times a week and we love it their. The employees are helpful and always willing to help. Well today I had a racist incident. I signed the log sheet for the hyrdomassage and asked for two coins need for the massage chair. No problem. The nice ladies at the desk said ok and we proceed to the hydromassage and massage chair rooms. Well the hydro massage chair (people...all white memebers had just finish with chair 3 and 4 and chair 1 had an older man about to finish with his hydromassage whom she accidentally cut off his chair by mistake and had to restart)

My sister went to ask the ladies to start the hydromassage chairs and while this was going on another woman asked for the 2nd hydomassage chair..oh let me mention this lady was black just like my family and I and Brandi thought we were all together. I guess too many blacks in one place.

Brandi (Plant Fitness Employee)comes in and the first thing she says to me is, "Are you a black card member?" I asked her why would you ask me that? I guess because I am black and Im not supposed to be back their using their equipment. I told her I was offened by the question and the fact I asked her to do her job. Once we were done, I went to give back the 2 coins we did not use for the massage chairs to another employee because I was too upset to stay, I asked him to let Brandi know that not all black people are related. He tried to explain (of course he tried he was white) But I told him don't worry about it as I was walking away and Brandi had the nerve to say, " She is not going to listen". Last time I check I was the customer paying her salary. She never said, " I'm sorry if I offended you". And I told her she offended me. I guess at Planet Fitness(in Phenix City, Al) white is write.

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Sulphur7
, US
Jun 20, 2018 6:40 pm EDT

Please let this be a troll complaint! It is scary to think that someone could be this ignorant.

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2:16 pm EDT

Planet Fitness rude employees

I really need to talk to someone about the rude and bad treatment I had at 2 of the locations for some reason my annual fee didn't go through so when I went to the gym recently they didn't let me in and I haven't been going to the gym for a month now when I called to resolve my problem the person who I talked to was really rude and where the gym where I was too they were really rude so I was kind of wondering if I could just get my money back because I honestly don't want to be a part of your gym anymore because you guys have really really rude employees I already called and complained to the gyms and honestly all they said was that they were going to talk to their employees but I feel like that's not enough from the treatment I was given I feel like somebody should have at least called me and talk to me over my situation

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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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