Planet Fitness Customer Service Issues

I recently placed my membership on hold due to an injury to avoid being charged, only to discover that I was still being charged. The charges exceeded the advertised price for the black membership. Despite contacting them and being promised a refund that never materialized, I continued to be charged. A manager mentioned that refunds were not provided but confirmed my membership was on hold, yet the charges persisted. I am considering legal action for these fraudulent charges. I need to escalate this matter to Planet Fitness headquarters promptly to prevent further complications. My contact details are as follows: Name: H. Marilley Phone: [redacted]

I recently contacted the manager at my local Planet Fitness regarding a $40 charge that was applied without informing me about an annual fee. I had witnesses present who can confirm this lack of disclosure. However, the manager's response was incredibly rude. Despite explaining the situation, he adamantly stated the fee was non-refundable, refused to engage further, and displayed unprofessional behavior. My frustration does not stem from the fee itself but rather from not receiving prior notice, resulting in overdraft fees due to my account being unexpectedly debited. I emphasized to the manager the importance of providing full information to customers to avoid unethical and potentially illegal practices through omission. This incident occurred at the Planet Fitness branch in Danbury, CT [redacted].

I joined Planet Fitness mainly for the tanning services at the Camp Bowie location, which is conveniently close to me. Although I am not much of a gym-goer, I walk my dog regularly for exercise. Unfortunately, the tanning bulbs at the gym are old due to constant use, and I was not informed about being locked into a year-long contract when I signed up. I unknowingly agreed to monthly payments and an annual membership fee without being fully aware of the terms. The staff was likely overwhelmed on the busy opening day, and I missed crucial details about the contract during the sign-up process. I feel it is unjust that I would have to pay to exit a contract I would not have willingly entered if I had known all the facts. Thank you for listening.

There are some significant concerns that must be resolved for the facility to continue operating smoothly. 1. Members of the same gender have been using tanning booths together, which is unacceptable. Despite reporting this to the staff, no action has been taken. To address this, clear signs should be posted stating that only one person is allowed in each room. 2. Another issue is the lack of enforcement regarding phone usage and loud conversations disrupting others. Staff seem unable to deal with these matters, possibly due to inadequate training. Employees should be empowered to handle these situations promptly. In conclusion, improvements are needed to ensure the gym remains a welcoming place for all members, and steps must be taken to prevent inappropriate behavior in the tanning booths and disturbances within the gym.

My name is Nigel B. My account number is # [redacted]03, which was opened on 4/10/[redacted] and closed on 9/29/[redacted]. Despite this, I recently discovered that Planet Fitness has been charging my account $10.00 monthly for membership without my knowledge. Upon contacting the local store, I learned that they do not have phone records older than 24 hours. Additionally, the manager stated that an account cannot be closed over the phone. I acknowledged this information. The representative who claimed to have closed my account was not a manager, which is why I was asked to visit the store. The responses I received were unsatisfactory. I request the following: 1. Refund of the charged funds. 2. Cease all further transactions with your company.

I am Breanna A. I enrolled in a membership ([redacted]64) on 04/09/17 with an understanding that it would not auto-renew after one year unless I authorized it. However, I was surprised to find charges for May and June, including a $42.89 annual fee on June 1st. When I inquired at my home gym in Belton, MO, the staff couldn't clarify the purpose of the annual fee. Despite my lack of recent gym use and the auto-renewal status being none, my account was charged, causing overdrafts. The staff mentioned the agreement prevented refunds, which I find unfair given the circumstances. Even after a charge on 06/17/18, I was denied a refund. This experience has left me dissatisfied with the customer service provided by the company. I am requesting a refund for the annual fee and the last two monthly charges as I feel uncertain about the policies and fees without clear explanations from the staff.

I recently contacted PF customer service regarding an interaction with their assistant manager, Sarah. During a visit to address a billing issue on my wife's account, Sarah displayed rude behavior by calling me an inappropriate name. When questioning why previous missed payments were not brought to our attention earlier, Sarah responded dismissively with unhelpful remarks. Despite my attempts to resolve the issue, Sarah's unprofessionalism continued, warranting a request to speak with the store manager. Regrettably, Sarah's behavior culminated in her disrespectfully calling me a derogatory term. I plan to escalate this matter further by contacting the store manager as well as the corporate office to address this unprofessional conduct.

Greetings, I am writing to file a complaint about a charge made to my bank account. Today, at the Las Piedras facility in PR, employees (Hamilton Mulero and Elizabeth Algarin) informed me I couldn't cancel my account due to an outstanding balance. I inquired about the debt as I have a $78.08 charge reflected in my account that seems unusually high. They mentioned non-payment and late fees. I pointed out I have automatic payments set up and a reflected debit, so how could it be late? Mulero stated the bank card on file had expired, resulting in the direct account charge. I questioned why they didn't attempt the direct charge earlier instead of waiting for the balance to accumulate. I find this treatment unfair and request a prompt review and response from PFPR regarding this matter. Sincerely, Carmen Marte #[redacted]9

I have been a loyal member of Planet Fitness for the past two years and frequent the Naperville Illinois branch on Ogden Avenue. Recently, I encountered an issue with a new employee named Amber. Despite my regular routine of signing in for the hydro bed and massage chair in advance to save time, she has refused to provide me with the tokens for the massage chair. I have never experienced this problem with the numerous employees I have interacted with at this location. I have always enjoyed the amenities and the staff's friendliness, but this situation is making things challenging for me. Even though the machines were not in use, Amber declined to give me the tokens ahead of time. If this matter persists, I may need to reconsider my membership upgrade. I hope this issue can be resolved soon.

I closed my Planet Fitness account at the Montgomery street location in Albuquerque, NM years ago, but it was never processed. I was assured that both the Rio Rancho and Alameda locations closed the account, but somehow, multiple accounts in my name were opened instead. Despite speaking to the manager and being promised fee waivers, the issue persists. Furthermore, following an assault in [redacted], I provided a doctor's note to the Alameda location, informing them of my inability to use the gym and requesting a hold on the account until I recovered. However, all three accounts remain open, and I am being incorrectly charged. I have not used any Planet Fitness services in a year and need these account discrepancies resolved promptly. I seek a professional to close the duplicate accounts and rectify the balance on the Alameda location account. Despite attempts to address this issue with various associates, the problem persists, hindering my desire to return to the gym. Your timely assistance in resolving these matters would be greatly appreciated. Thank you. Dinah J. [redacted] [redacted] Albuquerque, New Mexico

In May, I contacted my Planet Fitness to cancel my membership. They advised me to wait until the end of June when my contract ends for automatic cancellation to avoid a fee. Despite this, I was billed in July. I then approached a staff member who assured me she canceled my membership as requested. However, on August 2, I noticed a $39 charge for a renewal from PF. When I called to resolve this and request a refund, they insisted I visit in person to sign a cancellation form, despite having already submitted one last month through another employee.

My name is Johnny Smith and I live in Anderson, Indiana. On Monday morning, I went to Planet Fitness for my usual workout. I was shocked to be accused of stalking a woman unknowingly. Despite being 53 years old, the staff pulled me aside and claimed I was following a woman and needed to stop. I requested a meeting to clarify the situation but they refused. They threatened to revoke my membership over an accusation I deny. I'm considering sharing my experience on social media to shed light on how companies handle such situations. I usually walk around asking questions as I am struggling with a back injury. Thank you for your attention.

After moving, I believed my membership was inactive since payments stopped from my checking account. I joined a new gym close to my new address assuming all was well. Yesterday, when I tried to workout, an employee from another location told me there was a $[redacted] balance on my old account in a different city and I couldn't use the facilities. How could I not have been informed about this active account for two years? Today, my membership fee was due, and I pay $20 monthly for access. Why the sudden news about this outstanding balance in another location I didn't know about when I signed up here? The assistant manager I spoke to didn't clarify things or offer a solution, simply stating I couldn't use the facilities with the balance, despite already paying for this month.

I am a member at Planet Fitness in Melbourne, FL, and have been for over a year, with black card membership for 7 months. I usually tan twice a week without any issues, but today after using a lay down bed without cleaning it beforehand, I got severely burnt on my whole backside. I was surprised to learn that the beds are only cleaned once a day, as I had never been informed about this before. The manager initially mentioned they strive to clean them after each use, but my experience suggests otherwise. I requested to cancel my membership due to the burn but was asked to pay a fee. Despite showing them pictures of my severe burns, there was no apology or resolution offered. I am disappointed with the lack of concern for my situation and hope this matter can be addressed promptly. Thank you for your attention to this issue. Sincerely, -AT

Good evening, I have been attempting to transfer my membership from Charleston, SC to the Carlisle, PA location due to a military move. Despite several attempts, I have faced challenges both online and in person. The customer service I received at the North Charleston Club was extremely disappointing. The treatment I received over the phone was unprofessional and rude, culminating in multiple hang-ups. This experience has left me frustrated, especially as all I wanted was a simple membership transfer for cancellation purposes. My efforts to cancel over the phone have been unsuccessful, and I now understand the preference for face-to-face interactions for such requests. However, the lack of cooperation and poor attitude displayed by the staff member I dealt with have soured my experience with your company. I am eager to resolve this issue promptly and would appreciate a call to find a solution. I can be reached at [redacted]. Your prompt attention to this matter would be greatly appreciated. Thank you, Adam B.

I am writing to share my experience at Planet Fitness located at [redacted] Adams Ave Philadelphia, PA on September 15, [redacted], around 3:30 pm. My intention was to tour the facility and potentially become a member. During the visit, I encountered issues with an associate named Hakeem. His unprofessional behavior, aggressive demeanor, and lack of customer service skills left me deeply dissatisfied. Despite raising concerns about a promotional offer and asking to speak to a manager, I was met with dismissive and rude responses. I felt unheard and disrespected throughout the interaction. This experience has led me to decide not to join Planet Fitness. I hope this feedback is taken seriously by the corporate team for necessary improvements. Thank you for your attention to this matter. - Rhonda White-Fairfax

I have had a terrible experience with a financial matter and want to cancel my membership immediately. I got my PF membership through my employer and have generally enjoyed it. Recently, I paid my bill online early with my credit card using the PF app, but my checking account was still debited, resulting in a $35 NSF fee. The GM of the Eubank PF location blamed me for not coming in person to change my information, which I find to be poor customer service. Why offer an app if it doesn't work as advertised? No one warned me against using the app for such changes; in fact, the app is promoted as a helpful tool for customers. It allowed me to make a payment early to avoid issues with my checking account. Now, I want to cancel my membership without having to visit the Eubank Planet Fitness in person. I am deeply disappointed in your business practices and want to end my membership without further complications. I will look for another gym option, although I have access to a Veterans gym for free. Please cancel my membership promptly.

I have two memberships, one in my name, Evette Warren, and the other in my son's name Ethan Williams-Warren. Both memberships are paid from my bank account. The reason for putting the membership under my son's name was because he was underage and could go to the gym without me. I have not used one of the memberships for over a year due to my colon cancer, and my son has a torn ACL and is attending college out of state. I want to cancel both memberships and receive a refund for the yearly and monthly fees. I urgently need the money for my chemotherapy treatment, and the memberships are not being used. My membership is at the New Iberia location, and Ethan's is at the OKC location. I have had difficulty contacting the locations due to being in and out of the hospital. Please assist me in resolving this issue. Thank you.

I have been a member of the Hamilton Township, NJ gym for just over a year. While I understand the importance of members cleaning equipment after use, I am concerned about the lack of cleanliness in the women's locker room. There are often stains and toilet paper on the floor for days, indicating infrequent cleaning. Despite the ban on paper towels in the bathroom, there is excess waste in the gym. I avoid using air dryers due to the potential spread of germs. On multiple occasions, I have noticed issues like empty toilet paper holders. Our cleaning man does a great job, but he is the only one cleaning regularly. It seems there is a policy against men cleaning the women's locker room. I suggest hiring a female cleaner to address this. I respect the current cleaner and do not want to cause any problems for him. I hope this issue can be resolved for the benefit of all members. Thank you for your attention to this matter.

As a Centereach, NY Planet Fitness member relying on public transportation, I've faced challenges returning after experiencing cardiac issues. Unfortunately, upon my recent attempt to use the treadmill, the gym was closed for renovations, leaving me unable to access the only facility available to me. Despite this, the monthly charges persist, which seems unjust as services are currently unavailable. When I sought to cancel, I encountered further obstacles due to the gym's closure. I feel this treatment is unfair. I am requesting a refund for last month's dues and an immediate termination of my membership. Without a satisfactory resolution, I will proceed to report this matter to the BBB.