Planet Fitness review: Billing and awful customer service

Dear Planet Fitness - Kissimmee,

My name is Katty Espinoza. I had previously informed your team — specifically Ricardo — that I would be out of the country and requested my account be frozen until June 17, 2025. I followed up on multiple occasions, including phone calls to the St. Cloud, FL location, to ensure the freeze was processed and later extended. Despite these efforts, it appears my request was never properly documented or processed, and no notes were placed in the system.

As a result, I have been billed during a period when my account should have been inactive. I find it extremely unfair to be charged for services I clearly communicated I would not be using and took proactive steps to pause.

Additionally, during my most recent call, Ricardo informed me there was no manager available and no corporate contact number. He was also dismissive and unprofessional, stating that “this is a membership whether you use it or not,” before laughing and hanging up the phone. When I called back to speak with someone else, the assistance provided was equally unhelpful.

This experience has been incredibly frustrating and disappointing. I am requesting that the charges applied during the freeze period be reversed immediately and that someone with the appropriate authority contacts me with a resolution.

Thank you for your attention to this matter. I look forward to your prompt response.

Sincerely,
Katty Espinoza