Planet Fitness Customer Service Issues

I recently had an unpleasant experience at the Fairoaks, California gym with the new manager, Lashey. I had called ahead to ask if I could pay my March dues early and start using the gym on February 17th, which was confirmed by an employee named Jasmine. However, when I arrived, Lashey informed me I couldn't start using the gym until my freeze period was over, despite what I had been told. She was cold and unsympathetic, even laughing when I left. I expressed my concerns to Lashey but received no satisfactory response. Additionally, when I called later to inquire about starting back at the gym on a holiday, Lashey was dismissive and unapologetic, neglecting to return my call until prompted. I appreciate the gym itself but believe Lashey lacks the necessary customer service skills and professionalism. I hope this feedback can lead to a more positive and friendly environment at the gym, free from the unwelcoming attitude Lashey has displayed.

I am experiencing difficulties updating my email address on my PF account. Even after attempting to reset it through the platform, I am not receiving the confirmation emails. I initially called the [redacted] number and was placed on hold for 15 minutes without assistance. The local store recommended reaching out to tech support at the same [redacted]... number. Unfortunately, I am now on hold again for 17 minutes without any resolution. I truly need to speak with a live person to address this issue promptly.

Good evening, I had an upsetting experience at Planet Fitness tonight. My membership is in Alhambra, but I visited the Temple City location. They asked if I frequent that location, to which I explained I was visiting because my cousin lives nearby and we were working out together. Despite having been there the previous night, they insisted I pay a $5 fee. This struck me as unreasonable since I already pay for the $10 membership. This incident has made me reconsider my membership. I was not aware of such fees for visiting different locations, and the staff member did not handle the situation well.

I requested an upgrade to a Black Membership at Planet Fitness, but the employee seemed unsure about how to process it. After a lengthy wait and multiple phone calls, he decided to create a new Black Membership for me without canceling the original one. Consequently, I was charged for both memberships' monthly and annual fees. When I raised the issue with the manager, I was informed that there is a "no refund policy" in place. Despite her consultation with upper management, a refund was denied. I am upset about this situation and believe a refund is warranted for the double billing error. If the refund is not issued promptly, I will have to consider canceling my membership and sharing my experience publicly. Initially patient, I now expect a resolution to this matter without further delay.

I am being charged $39 for my 90-day trial that I signed up for at $22 a month for my black card. I tried to cancel in January but was told I couldn't until April 18. I checked my bank account today and saw the charge, which led to an overdraft fee. I am upset because I thought I was on a trial, not a 12-month contract. The staff said there were no contracts but now say I have to pay $60 to cancel. I am confused and frustrated. Please assist me.

I am a member at Planet Fitness in Clinton, Iowa, and have been for nearly 2 years along with my husband. We appreciate the benefits of the black card membership, find the employees to be great, and the facility to be very clean. However, we have been experiencing internet issues for almost 2 months now. We have been informed that the gym is in the process of switching providers, but the delay is becoming frustrating, especially because we like to use the internet while using the ellipticals. Additionally, around 8 of the TVs have been malfunctioning for about 6 months, with new ones supposedly on order. Once these issues are resolved, the gym will be the great place we initially signed up for. Thank you, Lisa S.

I am a senior citizen dealing with health issues, along with my husband. We have not used our Planet Fitness memberships in years and due to the current closure of our local gym, we are unable to cancel in person. We need to cancel our memberships ([redacted]4 and [redacted]5) immediately to avoid any further charges on our credit card ending in [redacted]. We are Carol and Patrick CASSIDY. Please provide confirmation via email once this is completed. Thank you.

I visited the Euclid Ave San Diego California club on February 15, [redacted] to cancel my membership, which I have never used. The staff assured me that they terminated my membership that day without issuing a barcode. However, I was charged $10 for February and March. Due to being unwell and following public health guidelines, I couldn't go to the club even if I wanted to. I called the club today, March 17, [redacted], questioning why I was still being charged after canceling as instructed on the website. It's frustrating to be paying for a service I can't use because of staff error or lack of training. This experience with Planet Fitness has been disappointing, and I find their billing practices unfair.

I'm Nicole Morris. I've moved and have been struggling to cancel my Planet Fitness membership for over a year. Every time I contact the Albany, GA location, they rudely say I have to come in person. My wife could easily cancel her membership over the phone in Tifton, GA. I tried sending someone to cancel for me, but they were denied. Now they insist I send a certified letter, which I find unreasonable. Planet Fitness has been deducting money from my account for over a year. I want my money back and my membership discontinued. I will share this bad experience with others and take legal action if needed to resolve this issue.

Upon my return to Planet Fitness, I encountered an issue at the massage area supervised by Virginia at the Westover Road, Albany, GA location. Despite using the massage chairs with a friend, we were informed we couldn't be there together unless residing in the same household. The supervisor, Virginia, was unresponsive and walked away as I tried to explain the situation, showing little regard for customer service. This disrespectful treatment led me to cancel my membership despite my regular attendance for two years. Virginia's subsequent attempt at casual conversation the following day felt insincere given the prior encounter. I feel disappointed by this experience and hope for a resolution.

Exercise caution if your spouse enrolls in classes at the Dawsonville Planet Fitness. Beware of instructor Dirtbag Dan Hermann. He persuaded my wife of many years to have an inappropriate piercing and filmed it, even making crude jokes. The video was then shared with incompetent manager Corrupt Chris. This is unacceptable behavior for a family gym. The lack of professionalism is alarming. Think twice before allowing loved ones to participate in classes there. The manager didn't take the situation seriously and offered a free month as if it could compensate for the damage caused. I have proof of the incident and will escalate this matter accordingly.

I have recently had unpleasant experiences with the morning staff at the Monroeville, PA Planet Fitness. Every day, a young lady has been persistently asking for my number in front of my husband, despite us politely declining. We raised this issue with her manager, who claimed it was policy. We requested to only provide my name, but she continued to ask for my number, even approaching me aggressively while another staff member already had my name. The lack of simple greetings like hello or goodbye is noticeable from both the young lady and the morning crew. When my husband bid her goodbye, he had to remind her of her job to initiate greetings. The manager's behavior was also rude, giving us nasty looks. We expect better treatment considering our membership. Despite reporting the issue, I have yet to receive a call back. Additionally, the enforcement of mask rules by the staff is lacking, with instances of people not wearing masks, even in close proximity while walking. I hope these unprofessional behaviors can be addressed promptly. Thank you.

I have a membership with Planet Fitness in Conroe, Texas, but I relocated to Ohio in February and have not visited a gym since January. In February, I got overcharged. When I asked to cancel due to being unemployed, I was informed that all accounts would be indefinitely paused due to COVID-19. However, in March, I was overcharged again. Now that I'm working again in July, my first paycheck was deducted $25 by Planet Fitness without my consent. I am frustrated as I needed that money for essentials. Planet Fitness has been unhelpful and I feel scammed out of $75 that they wrongly took from me. The only way to cancel my membership in [redacted] is through certified mail, which is inconvenient and costly after already losing three months' worth of membership fees. This experience has left me disappointed, and I won't support Planet Fitness in the future. There should be a more convenient cancellation process like phone or online options as many other companies offer.

Wearing a mask while exercising is concerning. It may pose health risks, even for those without pre-existing conditions. The possibility of people fainting raises serious safety concerns. Closing businesses seems extreme compared to endangering individuals' well-being. Exercising with masks may not be advisable, as experienced by my friend. It's essential to prioritize people's safety over convenience. Furthermore, cleanliness in fitness locations is crucial. Neglected hygiene, especially in shared spaces like the ladies' room and unclean machines, is unacceptable and must be addressed promptly to create a safe environment for everyone.

As a member in Hadley, Massachusetts, I want to express my disappointment with the lack of communication from PF during the pandemic closure. On July 17th, I discovered a $13.00 debit from my account without any prior notification. When I contacted my local PF to address this issue and inform them about my hesitation to return due to being over the age of 60, I was informed that I missed the refund cutoff date of 7/15. Despite not receiving any reopening notices, I was denied a refund. The manager's unhelpful and unsympathetic attitude made the situation even more frustrating. I have decided to freeze my account for the entitled 3 months and am requesting a refund for the unauthorized charge. This experience has left me reconsidering my loyalty to PF due to the poor customer service and lack of empathy from the new manager. I hope this matter can be resolved promptly. Thank you for your attention to this issue. Sincerely, David W. Kilroy

I am a Black Card member at Planet Fitness located on Johnson Street in Pembroke Pines. My membership number is [redacted][redacted]. Due to Covid-19, I tried to freeze my account before moving to southwest Florida and requested a transfer to a club there. Despite freezing my account, my old club is trying to charge me for two extra months, causing overdraft fees of $29 twice. On Monday, I paid the amount they claimed I owed, $37, to resolve the issue. Today, when trying to transfer to the new club, I was told I owe $60+. This is unfair given my situation - I'm a survivor of a drunk driving accident that left me paralyzed and with a head injury. I desperately need to continue my rehabilitation through exercise. Please assist me by clearing my account at the Pembroke Pines club and transferring me to the one on Cleveland Ave in Ft. Myers. I've been a loyal member and advocate for Planet Fitness for years and this situation is causing me a great deal of stress and neglect. Your help would be greatly appreciated.

I am disappointed with the treatment I received at your gym. I joined over 5 years ago to work out regularly, but recently I've felt targeted by your staff. During my workouts, my bag, containing essential items like my cell phone, car keys, and emergency medicine, was near me, not causing any disruption. However, I was confronted about it, feeling disrespected and singled out, especially because other members also have small bags with them. I adhere to gym rules daily and expect the same respect from your employees. I request you review the security footage to see the unnecessary intrusion from your staff, who failed to maintain a safe distance, violating social distancing guidelines. I have decided to switch to a more accommodating gym where I can focus on my workouts without feeling judged or harassed.

Subject: Request for Cancellation of Planet Fitness Membership Dear Sir/Madam, I have been a member of Planet Fitness since 09/20/[redacted] as a Black Card Member. Due to personal health reasons, my medical doctor has advised me to refrain from exercising. Therefore, I am requesting the cancellation of my gym membership. Upon receiving this cancellation letter, I kindly ask for confirmation of the receipt. I appreciate the excellent services provided during my membership. Best Regards, Jose A. Torres, Jr. [redacted] S. 7th Street Elizabeth, NJ 07[redacted] Phone: [redacted]

Hello, my name is Mirna R. I had a fitness account but stopped going due to the pandemic closing the gym. I wanted to re-enroll through my health insurance that covers my membership. To my surprise, I was told I must pay for the membership since the gym reopened. I never received notice of the reopening via mail or email. I kept up with my bills and now want to join again with coverage. Why do I have to pay for the time the gym was open when I was unaware? The government aided businesses during the pandemic closure, so why is this required of me?

I purchased my daughter a black card membership, which I currently still pay for. I understand that she can bring one guest per visit and that they need to show ID on their first visit. Today, my daughter and her friend went to the Tempe facility but were denied access because her friend didn't have any ID. This was their fourth visit, and he had shown his ID on a prior occasion. It's puzzling because after the initial visit, he was never asked for ID again. Even when I visit the facility, I've never had to show my ID in over 20 visits. The manager, possibly named Mr. Vega, insisted they both download the mobile app, even though my daughter had her Planet Fitness card. I'm confused by this new ID requirement and the need for them to download the mobile app.