Planet Fitness

I joined Planet Fitness on 21 October 2020. I had issues with my membership and done numerous follow-ups with the consultant Joseph who was the service consultant I initially signed up. I had an issue with my Sanlam Reality and I was busy sorting that out. I went to the gym a week later to go to the gym only to be told that my membership was cancelled. I managed to sort out my Sanlam Reality in October and done a follow-up with Joseph on the 23 October regarding my contract. At that point I was advised that my membership is still not active that was on 2 November. On the 5th of November I requested an update from Joseph who advised me that my contract was still not updated.

On the 6th November I was asked to send my Sanlam Reality details which I did. On the 10 November still no response from the consultant and I have done another follow up. Joseph then advised me that his manager will check the next day, needless to say no feedback was received. Only on the 24th November he responded to say that their Head Office still can't find my details under Sanlam Reality. I found that strange because a debit order was deducted by Sanlam Reality that month. The same day I requested that everything be put on hold until I could get proper feedback and no debit order was to be deducted. This was on an already cancelled membership which Planet Fitness cancelled.

This was a month after I initially requested to join. He further advised that my membership can't be put on hold which I found weird because this was a cancelled membership which I requested to be put on hold. I was unable to go in and see them because I fell ill and being in the midst of COVID-19 one should surely understand that. But they did not.

On the 29th November I sent in the requested information which was my active Sanlam Reality. Joseph advised that he will be sending my information to the manager to assist. The same day I requested for the black tag to be cancelled and was told that they can't because it has already been sent. Again I find unacceptable because the membership was not active so how can they not cancel it. I never heard from him again. I was never informed that the membership was active and to me, it was still cancelled. On the same day I requested for it to be cancelled it - meaning my membership.

On the 14 December I called the customer line to do a follow-up, only to be told that the membership was active. I was shocked because I requested for it to be put on hold and to be informed on any updates. My last communication received from Joseph was on the 1st December and I was still advised that my membership is being sorted out. So I ask if my membership was activated by Planet Fitness on the 30 November how did Joseph not see on the 1 December when I'm done another follow up. Lack of interest in the customer which is me.

I called on the 14 December and spoke to Rowan and I was informed that the membership is active and I asked how this could be because I was never notified. I requested for the membership to be cancelled and was advised that they will cancel it but with a cancellation fee. Had I been informed that the membership was active I would have cancelled the membership within the 5 day cooling-off period? I again requested for the membership to be cancelled and then only I was told that my membership was in arrears of a month. I asked how this was possible that I am in arrears of a month when I was never informed that it is active in the first place. I disputed the fact that I have to pay a cancellation fee when I was not even informed that the membership was active. I was advised that I missed the cooling-off period of 5 days. How could I have missed something when I was not informed on the progress? I was advised by Rowan that my request would be sent to the escalation department for resolute.

On the 18 December I received no feedback and done yet another follow up with the customer service department and spoke to Mpho who advised me that they are still awaiting feedback. I confirmed that no debit order was to be deducted because the membership was cancelled.

On the 29 December I sent through another email requesting feedback and needless to say no feedback was received.
To me this membership was cancelled and the only thing in dispute was the cancellation fee.

On the 11 January 2021 three months later I requested feedback and again none was received.

On the 25 February 2021 a debit order was deducted from my account. How could this be when I requested for the membership to be terminated and advised that it was on the 14 December? I called Planet Fitness on the 26 February and spoke to Rudi and explained my problem and sent all the communication between myself and Joseph as well as the emails which I sent and did not receive a response to. He advised that he would sit with his team and provide feedback. On the 5 March I received feedback in a one line response from Rudi stating that I did not make the cooling-off period of 5 days.

I responded to Rudi the same day asking to stipulate the dates which I had for the cooling-off period and asked if they had read all my communication.

I received no response from Rudi but received a call from Lungi Mbatha telling me that this has landed on his desk again. As if I was an inconvenience and being unreasonable with my request. I took him through all the communication and explained again what had transpired and the fact that this membership was activated without my knowledge is not acceptable. And also asked how a debit order could be deducted without my knowledge. Lungi advised that he will sit with the management team and give me feedback. Again needless to say I received none.

On the 11 March a week later I sent another follow-up email to Lungi and no feedback was received.

On the 19 March I sent another follow-up email to Lungi requesting feedback I also asked for an email address of the CEO to further escalate my dispute. I received a response from Lungi the same day and he said to me that quote "You have been duly advised and have refuted what you were informed on there is nothing we can do for you. The feedback that was given was not only from me but from management level as well. Unfortunately not at liberty to provide you with CEO details."

I did not "refute" I am disputing the fact that I was not informed that my membership was active, the lack of feedback and the fact that a debit order was deducted without my knowledge. On the 29 November I requested for the membership to be cancelled after I requested that the black tag be cancelled. Yet the membership was activated on the 30 November without informing me. How can something be activated after requesting cancellation.

There was clearly a service failure from Planet Fitness in the manner that my dispute was dealt with. I find it extremely unprofessional on how this dispute of mine was and still is being dealt with. I am exhausted from all this back and forth.
I need someone higher up the chain of command to please look at this and provide me to contact me.

So their maintenance employee does absolutely nothing. He rudely blows dirt in people's faces, such as myself. He is very rude and disrespectful . The property looks dreadful. He never picks up any trash. He just bows it around the parking lot
into the corners. He blew dirt in my food when I was eating outside, and told me I don't belong here. I don't feel that he should be employed or representing such an awesome business such Planet Fitness. I've been a faithful customer at planet fitness here for about 2 years 2 and a half years now, I don't believe he should be employed here with this company .Hes got such a nasty attitude.I feel like I don't have a membership here to be disrespected.

I called to update my billing information and was made aware that I could no longer use the facility until I paid off old accounts that accumulated a bill of over 600.00. When I spoke with the manager he said I had multiple accounts that were open caused from when I took a break and signed back up to the facility. Instead of them continuing my old account they reopened another multiple times so I was charged annual fees and membership fees on multiple accounts for the same person! Why should I be charged because they do not have the capability to sign me up under one account!

Today at PF I went to the locker room to take a shower. I found the lock gone and the locker empty. I went to the front desk to inquire and was informed PF did not allow things to be left in lockers overnight. I was not informed of this when I signed up and only this week was able to utilize my membership. There was nothing posted in the locker room to inform members of this rule. I didn't know. Upon examination of my belongings, I found the lock I had just purchased had been cut in two so now I can not return it to the store or use it for anything else and 2 of my belongings were missing. A brand new towel and bath puff. I don't understand why I was not told about this rule and asked to remove my things before the extreme measure of breaking my lock and misplacing my personal belongings. I'm also concerned about COVID as someone else physically removed my things instead of allowing me to do so. It feels like a violation.

Having a policy that borders on absurd and makes a mockery out of the Covid health threat is one thing. After all, it's private property.

Having employees that enforce those policies in an unprofessional and selective way is another.

The Sierra Vista location requires masks only be worn when moving from one machine to another or moving anywhere else in the gym. People on machines are not required to wear a mask.

So when I walk eight feet from one machine to another I have to have my mask on, but not when I'm on a machine. OK, excuse me, but that's plain nonsensical.

Plus, at this location, there is an employee that enforces this policy selectively and in a discourteous manner.

I am seriously considering cancelling membership over this.

Nobody counts how many people gets in and out of the gym at door. Most of the time staff members chilling at front desk with no social distancing. As a professional company the behaviour of the staff is not acceptable. While sanitizing they only use one paper towel and just rub it on all the surfaces. So poor management at King George, Surrey, Bc canada location. I am thinking of changing the gyms if there will be no Proper care of customers at this gym.

You have a manager Octavio (he works early mornings on weekdays) at your Planet Fitness location who was heard telling another member of the gym that he was going to get a black member who he does not like "I am gonna get that [censored] thrown out of here."
I believe that is pretty racist and feel that should not be acceptable in any location. Based on some complaints that I have read on your site and others that racism is in your clubs and response is very slow.
I want to know what you are going to do to address this without media involvement?

We attended and signed a new sign-up membership Black Friday special 29 Nov 2020, the club branch management failed to completed and conclude has resulted that the is still unresolved and not resolved at this time.
Club management made various promises to solve my issues however to date I any receive excused.
Simply put the club have messed up with the admin to date still unresolved, it seems the Club manager have a nonchalant attitude about customer service after he said to my face in 72 I will solve this issue for you, (Andre [protected])

I singed up at Planet Fitness back in September of 2019 and did not use the services at all for about four months. I then went into the club and requested that my membership be cancelled because I wasn't using it. I was told that they would not give me a refund and that they would freeze my account for the four months and I could use the services for that time. Well, during that time Covid 19 hit the country and the gyms were shut down. I tried and tried to contact the club many times, to no avail - just waiting patiently for them to open. They opened up for a few weeks and closed back up again, during that time I visited my local club and requested to cancel my membership and requested a full refund for all fees charged. They charged me a cancellation fee and I never heard from them again. I will now contact the cooperate office.

I started my membership in December of 2019, which was great until the pandemic hit. We stopped going and were being charged up until June. I called customer service and they suggested a 3-month freeze on my account...COOL! He told me be sure to call back in September if I needed to extend it...as we all know, things did not get any better, so in September, I extended it again...again, same thing, call back in December if you need to extend it!
Well, I call back in December & guess what? I've reached my freeze limit. Well, nice to know 6 months later that there was a limit, so I had to resume my payments. I was charged 24.95 January 18th...STILL HAVE NOT GONE TO THE GYM BY THE WAY.
I decide to call customer service I think on the 20th just to see what I can do about cancellation. He tells me, in 5 days, the annual fee will be charged and that I cannot cancel without penalty until June. What?! Never was I told that freezing my account meant that the annual fee would still apply the following year, when I technically didn't have membership for 6 months. Customer service says there's NOTHING they can do, it's Planet Fitness' rules. I'm sorry, have we had a pandemic before that they decided rules couldn't be changed previously?
So, if I did not cancel my membership, I would have to pay the annual fee AND continue to be FORCED into a contractual agreement until June. So, when June comes around, and I want to cancel...I will have paid 2 annual fees and 10 months of membership fees for the gym that I could not step foot in. Also, no one told me if I was going to be stuck in an endless loop...did that mean inJune I'd have to continue to pay dues for the new membership year I paid for?
They expect doctors notes by the way, if you want to continue to freeze your account after your "limit." Crazy, right? Like giving your doctor's note to your high school coach. I wonder if sending the countless funeral programs that we've collected in our small city would work, too.
Anyway, I went in on the 24th and cancelled my membership for $58...plus tax, so $62.79. So, I payed $87.74 for my non-present membership this month. The person I dealt with today, was rude and acted like I was wasting his time. He did not ask WHY I was canceling my membership, he did not offer any possible reconciliation, did not bother to tell me his name or tell me anything worth a damn. Did not offer my receipt, which, of course I asked for. At least before the pandemic, the employees were kind and respectful. This is the location in Euless, Texas if anyone would like to know.
Terrible experience with a money-hungry company that really fooled us at the beginning of the pandemic like all was going to be good. I will say, the customer service over the phone was great, except for the fact that problems are really only resolved by going into the physical building, which is ridiculous during a time like this. I want Planet Fitness to be HONEST AND UP FRONT AND STOP TAKING ADVANTAGE OF PEOPLE DURING THIS DIFFICULT TIME!

I am issuing a complaint to the board because of how planet fitness corporation have taken advantage of their customers, during the pandemic. Because they already have our bank account numbers, they started taking money out of our accounts for payment, without letting us know that they were beginning, billing us again. They also took out money for an annual fee, $39, and we hadn't been able to use the facility for almost the whole year.
If you speak with their employees, they all say the same thing, "you are not getting your money back, you should have put a freeze on your account. Contact the corporate office."
And I couldn't find anywhere to issue a complaint on their website. Nor the address of the corporation to send in a complaint.
Well, how would we know to put a freeze on our account, when the pandemic is still going on, and they didn't notify us that they were going to begin billing our accounts. Most people do not feel comfortable, going to a closed in gym, in which anyone could be spreading COVID-19.
This is an injustice, that should not be allowed!
I want my money returned for 3 months of $10 in fees, and the $39 annual fee. Planet fitness didn't take into consideration how this may affect our bank accounts. Not having enough money in my account have created bounced checks and penalty fees, as a result of this!
At this point I am trying to work out these charges with my credit union, who I have been with, since the 70's, and never have ever bounced a check before!

(My Planet Fitness account # [protected])