Planet Fitness Customer Service Issues

My name is Bridget Garrett-Scott, and I have been a black card member at the downtown gym in Baltimore, MD, for over 2 years. On March 31st, I sustained burns on my hands from the disinfecting solutions at the gym. After reporting it to the associate, she removed the bottles I used and called the manager, Adam. When Adam mentioned the solutions come ready to use without dilution, I explained that the solution's color was different from what the Safety Data Sheet (SDS) indicated. Despite considering involving the health department and my attorney due to the incident, I gave them a second chance for human error. However, during my visit on April 7th, I was confronted by an associate about a lawsuit that prevented me from working out or being forced out. Throughout my workout, I noticed the associate monitoring me closely and even locking my locker, requiring Adam's intervention to unlock it later. This morning, I received a text from Adam denying my account of the events and suspending my membership at the downtown gym. I have not taken any legal action or involved authorities, as I believe in forgiveness and understanding. I believe I was unfairly treated by Adam despite my attempts to handle the situation with empathy and respect.

As a member of Planet Fitness who frequently visits the South Bend, Indiana ([redacted]) location, I have some concerns to address. One primary issue is the lack of cleaning and disinfecting procedures at the facility, especially crucial during the Covid pandemic. I notice employees not actively cleaning throughout the day, which is unacceptable. During my evening visits, I observe multiple staff members congregating at the counter on their phones instead of working. When my son recently used the tanning beds for the first time, no one assisted him and failed to provide proper eyewear. I had to intervene and guide him myself. Additionally, the music played in the gym is consistently rap, lacking variety for all members. It is concerning that almost 40% of the weights were missing during my recent visit, causing inconvenience for other members. The decline in staff performance from my initial joining experience is disappointing.

I was a member at the Chatsworth Planet Fitness and wanted to share my recent experience. On Easter weekend, the manager, Christopher Martinez, singled me out, harassed me, and canceled my membership. Despite having a medical exemption for not fully covering my face, Christopher aggressively asked me to leave, stating I had my mask below my nose from a distance. I followed the rules, but he insisted I go. Even when I tried to make amends, he accused me of assault. I noticed others not following mask guidelines without reprimand. It was a distressing situation, and I hope my membership can be reinstated. Hopefully, Mr. Martinez will treat all members fairly in the future. Thank you for your attention to this matter. - K. Fenstad

I contacted my local Planet Fitness location but unfortunately, I did not receive the assistance I needed. The staff was rude during my interactions. I initially enrolled in a membership on December 28, [redacted], thanks to a no-commitment promotion they had at that time. Being a single mother, I was unsure about my ability to make time for workouts and this promotion influenced my decision. In April [redacted], I visited the Batavia NY branch to cancel my membership. However, the associate I spoke to informed me that I needed to return when a manager was present. Upon my return, the General Manager, who was dismissive and even laughed when I asked for cancellation, stated that my agreement was binding for a year and could not be terminated. My attempts to contact the corporate office were fruitless as I was unable to speak to anyone regarding this issue. It seems that Planet Fitness fails to honor their promotional offers, leaving customers like me in frustrating situations. I would appreciate any assistance or advice on how to resolve this matter. Thank you.

I recently contacted a staff member at Planet Fitness regarding canceling my account due to contracting Covid-19 and facing financial difficulties. They informed me that I could only do this in person but offered to freeze my account for 3 months instead. Unfortunately, on June 10th, $[redacted] was withdrawn from my account without my knowledge. After speaking with the Assistant Regional Manager in Bloomfield, CT, I was informed that my account was never frozen, and there was no documentation of such an agreement. I was not advised to expect a confirmation email for this. Despite requesting a refund due to these circumstances, I was denied on the grounds of lack of evidence. This situation is very distressing for me, and I urge them to refund the money back to my account.

I am currently experiencing difficulties with the manager at the Grand Junction, Colorado Planet Fitness location. Contacting customer service by phone has been unsuccessful, making this a frustrating customer service experience. I have been a member at Planet Fitness for two to three years without any issues until recently when I was denied access for being two days late on my payment. The front desk employee was rude, cocky, and claimed to be the manager, refusing to connect me with a higher authority. Despite my efforts, I was unable to reach a live person through various methods on the website. I am now taking the time to express my concerns online, hoping for a resolution. I believe the manager on duty that day displayed unacceptable behavior and should be reprimanded accordingly.

Subject: Concerns About TV Stations at Planet Fitness Dear Maleah, My name is R B, and I recently visited the Planet Fitness location on Summitville Drive in Yakima, WA. I was surprised to find that FOX News and CNN channels had been replaced with TNT and the History channel. I had previously requested closed captioning on all TVs back in February. Upon visiting another Planet Fitness gym in Yakima, I noticed they had closed captioning on all TVs, including popular news channels and local broadcasts. This discrepancy has raised concerns within my AARP online forum, as many older members, like myself at 66 years old, rely on TV news for information and benefit from closed captioning. I have repeatedly brought up these issues to the staff, but there has been no response or change. It appears that this location may not be willing to accommodate these requests, unlike other Planet Fitness gyms. As a result, I am considering transferring my membership to a different site. I may also share my experience on various platforms and reach out to federal agencies regarding potential discrimination against older members. Thank you for addressing these concerns. R B

I would like to file a complaint against the manager's handling of an issue I experienced at the gym on Tuesday morning. Another member was using three machines simultaneously, preventing me from using one. I asked the lady to involve the manager as it seemed unfair. After speaking with the manager, it was clarified that using multiple machines was not allowed. However, the lady threatened to cancel her membership. Later, I was informed that my gym membership would be canceled due to the altercation with this member. I feel this decision is unjust as I have been a loyal gym member for years. I believe the manager did not handle the situation appropriately, especially considering the security cameras can prove the unfairness of the incident.

I would like to file a complaint regarding the manager's handling of an issue at the gym. During my visit on Tuesday morning, another member was hogging three machines simultaneously, not allowing me to use one. I requested the manager's intervention as it was unfair. The manager agreed that using multiple machines was against the rules. Despite this, the lady continued to argue and threatened to cancel her membership. Later, I was informed that my membership would be canceled due to the altercation. I feel this decision was unjust as I have been a loyal member for years. The manager's handling of the situation seems biased, especially considering there are security cameras showing the unfair behavior of the other member.

I want to share my experience at Planet Fitness in EB, New Jersey. I have been a member since the gyms opened during the pandemic and have only positive things to say about the locations and certain employees. Ed always greets me warmly, and Karina ensures the facility runs smoothly. However, I have recently encountered issues with a new employee/trainer named "Mary." She wrongly accused me of training others at the gym and threatened to cancel my membership. This unwarranted harassment culminated in a public confrontation with both her and the manager, leaving me feeling embarrassed and targeted. I explained that I was not training anyone, but the situation escalated. Mary's behavior was rude and aggressive, feeling like a personal attack. I now feel unwelcome and discriminated against at a place I once loved. I hope this matter can be addressed promptly.

I am Jon Gilbertson, a member at Planet Fitness in South Burlington, Vermont. Over the last two months, I have been mistakenly charged annual fees that I did not owe. The first charge was on 06/01/[redacted] for $31.03, and the second charge was on 07/09/[redacted] for $41.73. Despite my efforts in person, over the phone, and through emails to the manager and regional manager in my area, I have not been able to resolve this issue. No one has taken responsibility, and all point fingers at the regional manager, Vereith, who does not reply to my emails. It is frustrating that no one is willing to address what should be a simple problem, causing me to consider sharing my negative experience on social media. I urge Planet Fitness to refund my money promptly.

I contacted the branch on Edgewood Rd SW in Cedar Rapids, where a staff member advised me to cancel in person or by letter, which I couldn't do while quarantined due to covid. After reaching out to corporate in January, they assured me they would handle my cancellation due to my circumstances. However, upon checking recently, I found out my membership was still active. I visited the Cedar Rapids center today to address this issue, but the staff was unhelpful and unsympathetic. They refused to provide their names and were rude when I requested a refund after canceling my membership. Despite being promised a cancellation in January, my membership remained active, and I expect a refund from February onwards. Up to now, my interactions with Planet Fitness customer service have been disappointing.

I was informed by two different Planet Fitness employees that my yearly fees are usually deducted 4 to 6 months after signing up. I verified this information online, which mentioned it happens in the second half of the initial year. In July, when I paid my monthly fee, I overlooked setting aside funds for the annual fee, which was auto-debited on August 2nd while my bank was undergoing an upgrade, leaving me unaware of the transaction. I reached out to my local gym, and they assured me a refund on August 2nd at 4:05 pm due to the misunderstanding about the fee date. After following up yesterday, I was informed it would take an additional 3 to 5 business days for the refund. As it's now the fifth business day, my bank account remains in the negative, incurring extra charges. I hope to receive clarity on the timeline for the refund to avoid accumulating further fees to maintain my account. Thank you.

I have noticed a charge of $40.76 on my account from 8-2-21. Typically, my monthly charge for the black card membership is $24.05, as previously shown on my bank statement and per the agreement when I signed up. If this recent charge is for the yearly fee, I was informed it was due on September 1, [redacted], with the option to avoid payment by canceling by August 25, [redacted]. I keep detailed records and believe this charge is premature. Kindly refund the annual fee promptly. I plan to cancel my membership around August 25, [redacted]. I am awaiting your prompt response. Thank you. Eleni H.

Dear Planet Fitness in Prince Frederick Maryland, I am interested in joining your gym and would like to pay for a yearly membership upfront. However, I was informed that I need to provide my checking account details, which I am uncomfortable with. Additionally, the requirement to provide my gender and birthday online seems excessive for a gym membership. Given past identity theft issues, I am concerned about the sensitive information being requested. I strongly suggest reconsidering the necessity of collecting birthdates. Many individuals, including myself and others I know, are hesitant to join under these conditions. Is there a way to pay with cash or credit card without the need for a checking account and personal details? I appreciate your attention to this matter as I explore other options. Sincerely, Jane

I am a guest and my husband is a member. I have a medical condition and require access to the hot tub and chair. Initially, I had no issues, but recently I've been denied access, being told it's for members only. If it was allowed before, why not now? Additionally, their manager, Alisha or someone similar, has treated me poorly and disrespectfully, especially because I struggle with English. We were never welcomed or given any amenities, yet they've already charged the membership fee twice in less than a month. This is unfair and insulting. I request unlimited access to these facilities when I accompany my husband, as they are beneficial to my health. The contract does not mention guests being restricted from using them; in fact, it states unlimited usage and the same privileges as the sponsoring member.

I have two accounts, one in West Covina, CA, where I am being charged $59.98 from March [redacted] onwards. Despite informing them of our relocation due to the pandemic on 3/8/[redacted], I was told to cancel in person, which wasn't feasible since we moved to WA. My wife, M. Dominguez, has been trying to cancel for 6 months, with no success. Today, they mentioned we can cancel via email but still need to pay. We have faced difficulty canceling since our family of 7 is spread across various locations, and no one has used the membership due to COVID. Furthermore, I was informed of a second account in LA Puente, CA, with a charge of $89.97. I simply wish to waive all charges and close both accounts as our financial situation due to the pandemic has been tough.

This morning, I visited the Wesley Chapel location to address a $25 deduction from my account. Upon investigation, we discovered that the deduction was from the account used for online sign-up. A while back, I encountered a similar issue where the balance was not paid, resulting in continuous notifications. Upon physically visiting the store a few days later, a balance was still due, which I settled. The staff informed me about the outstanding balance and provided my payment information. The originally registered card was temporary, so I requested to update it to a new card, which I confirmed at that time. However, I recently noticed the $25 balance deduction from my account. Unfortunately, the location manager, who I believe was Derek, was unhelpful as he claimed he couldn't assist without knowing the specific staff member working that day. Despite my suggestion to check the date of the previous payment, he declined. Feeling frustrated, I decided to cancel my account as all I wanted was a refund for the unnecessary late fees and double charge from August.

I have encountered issues with the manager at Planet Fitness on Florida Blvd in Baton Rouge, LA [redacted]. Despite having receipts as evidence, I have experienced overcharging. Initially, after my $[redacted] annual special expired, the previous manager allowed me to pay monthly via credit card. However, the new manager has levied a total of $[redacted] over the past four months, alongside late fees for gym payments. She insisted on access to my bank account and claimed an additional maintenance fee with late charges, which I unsuspectingly settled via credit card. When confronted, she rudely mentioned reviewing the contract, which I never received due to my longstanding membership. Her discourteous behavior and high turnover rate of staff are concerning. To address this, I took the precaution of creating a dedicated bank account to counter her financial and personal impositions. Despite exploring other nearby gyms, none matched the convenience of this location.

To whom it may concern, Hello, I hope this message finds you well. I am writing to request a refund for my gym membership. I was a member for the past two years while living in Alabama. Due to the pandemic and my concerns about contracting a respiratory illness, I chose not to use the gym facilities when they reopened after a 3-month freeze. I recently visited my home gym in Georgia and was informed that I could only receive a refund for up to 3 months. However, considering the circumstances and challenges faced during this time, I am reaching out in the hope of receiving a refund for the entire year of my membership fees. I understand the company's policies regarding refunds, but I kindly ask for your consideration during these unprecedented times. The process to cancel my membership was not clearly explained, and I feel that the company is not adequately addressing the impact of the pandemic on its members. I appeal to your understanding and humanity in this matter. Your assistance in retrieving a refund for my gym membership would be greatly appreciated. Thank you for your attention to this request.