Planet Fitness Customer Service Issues

As longtime Black Card members at Planet Fitness in Hanover, MA, my spouse and I have always valued our gym experience. Today, my wife faced a troubling situation when her machine at the gym was taken by another member despite her belongings being there. This led to a disappointing encounter with the manager who seemed unhelpful and unsympathetic. This incident has left my wife feeling extremely upset and disheartened. It is disheartening to feel that her age or gender might have played a role in the manager's lack of assistance. As a result, my wife has officially decided to terminate her membership, and I will also be following suit. The lack of proper management in handling such issues has left us deeply disappointed and questioning the purpose of having a manager present at all.

I have been trying to access my account and should have received about 20 emails with password reset instructions by now, but I have not received a single one. Currently visiting my mother in Florida, I am unable to visit my home gym in Georgia. After two unsuccessful calls to them, one where I was hung up on and the other where no one answered after 7 minutes, I am frustrated. The Ormond Beach gym cannot assist me since it is not my home gym, and the website seems to be malfunctioning, preventing me from accessing my black card. I really want to go to the gym tonight or, if that's not possible, tomorrow night, or I would like a refund. Please assist me with this issue promptly.

Good afternoon, my name is R. Arguello, and I have been a Planet Fitness customer for over four years. I have even brought many friends to this franchise. The location I frequent is [redacted] S Harbor Blvd, Fountain Valley, CA [redacted], United States. There is a manager named B. Bustos there in the afternoons. Unfortunately, his attitude towards customers, including myself, needs improvement. He speaks rudely, especially when addressing the mask policy. Recently, on Friday, January 7th, I was informed that he had suspended my membership, following a pattern of behavior towards others. This reflects poorly on the franchise. I request that this person be relocated or relieved of their duties. The high turnover at the gym may be linked to this behavior. Individuals like B. Bustos do not belong in a reputable franchise. Before involving my lawyer, I am reaching out for a prompt and positive resolution. Please contact me at [redacted]. I hope for a satisfactory response from corporate HR. Thank you and have a great day.

I recently attempted to join a gym but had to cancel after my doctor advised against it due to my back and knee issues, sciatica, and multiple medications I take daily. I had only been a member for 2 days when I tried to cancel, but the gym informed me that I was locked into a 12-month membership, which I was not made aware of at sign-up. I provided them with a doctor's letter and proof of my medication, but they are making it difficult for me to cancel. I have not received a contract or a membership number. Additionally, I paid for a gym t-shirt that I never received, and they claim to be out of stock without offering a refund. I feel stuck in this situation and unsure of what to do next as the gym has not been transparent about their membership options or cancellation process.

I have spoken to four club members at the Leominster, MA location and have sent three emails, but unfortunately, none of them have addressed the following concerns: Hello, I have a few concerns that I have raised with staff members regarding the need for two additional stools in the shower area. Despite my inquiries, I have been informed that there are no more stools available. This leads to issues with water leaking onto gym bags placed on the floor during showers due to the unavailability of stools in the changing room. I suggest creating placards instructing individuals to store their belongings in lockers while using the shower facilities to alleviate congestion in the changing rooms. Additionally, I recommend installing more hooks on the walls to hang gym bags and consider adding a tree weight rack in the sit-up area to enhance gym equipment accessibility. Thank you for addressing these matters.

While at the gym on Monday, January 17, a man approached me and insisted I drink oil he was selling. Despite my discomfort, I remained polite due to my freeze response. The man even touched me by pouring the oil on his hands and then wiping it on me. My friend was on the phone during this encounter, and the gym's cameras should have recorded the incident. I reported the issue to the gym manager; however, she only spoke to the man who denied touching me and claimed I asked for the oil. The footage should show he approached me three times, and it's illogical for me to request oil from a stranger. I am upset by the manager's lack of action regarding this unsettling situation.

I have visited the club 6-8 times over the past two years to cancel my membership but each time you were closed, didn't answer the phone, and wouldn't let me cancel. I sent a letter that doesn't seem to have been received. I've been dealing with on and off charges for over 2 1/2 years, and after driving 3 hours to the branch, it was closed again. I just want to cancel my membership. I'm frustrated with the situation and the automated emails about cancellation. It seems impossible to cancel in person at the home branch or through a letter. I hope to resolve this issue soon.

Subject: Assistance Needed with Planet Fitness Membership Cancellation and Refund Dear Planet Fitness, I have been attempting to address the cancellation of my membership and request a refund directly with your customer service team for some time now. Despite my efforts, I have encountered challenges in reaching a resolution. Your website lacks direct contact information, and I have been directed to contact a specific Planet Fitness location that I have never interacted with regarding my refund (see attached communication). I have been consistently billed by Planet Fitness for the past four years, even after requesting the cancellation of my account. It is clear that there has been a continued oversight in this matter. I urgently require assistance from a representative who can facilitate the cancellation of my membership and provide a refund for the wrongful charges accumulated during this period. If you are unable to address this matter, I kindly request to be escalated to a supervisor who possesses the authority to assist me. I appreciate your prompt attention to this issue to halt the erroneous charges promptly. Thank you for your cooperation.

I've been a member since March [redacted]. It's a nice place, and I primarily use the tanning facilities. My concern is that the bulbs in the tanning beds are not replaced promptly. This means I end up paying for months without proper tanning results until one bed gets a new bulb, only to be overused and ineffective. It's inconvenient for me to visit other locations when there's a Planet Fitness just four blocks away. Although the gym claims they don't own the beds, they are promoted by the company. I value my health and understand the risks of tanning with old bulbs, and I believe investing in quality replacements is essential. For many, tanning is not just for appearance but also for recovery after medical treatments. I am considering canceling my membership this month if the bulb situation isn't addressed. Small details like this can impact customer satisfaction, especially for those with specific needs like post-treatment care.

Please kindly address this concern to the appropriate department. I would like to report the discourteous behavior of a staff member. On February 4, [redacted], between 06:40 and 08:30 AM, I visited your establishment in Prescott, AZ, off of Route 69 North. Around 07:50, I requested the female attendant (African American) at the reception desk to increase the ceiling fan speed (it was barely moving); she assured me she would. Upon my return from the restroom, I noticed the fan was still on the same setting. When I mentioned this to her, she insisted that she had adjusted it - I decided not to argue and proceeded to use the treadmill. Her dishonesty was apparent when I spoke to another customer who had a similar experience. It is important to remember that customers are usually right, a fundamental principle in business. While I understand that standing behind the counter may not be physically demanding, many of us, as dedicated members, do work up a sweat during our workouts. I respectfully request that your staff be more accommodating to us as patrons and remind them that we can discern when the fan speed has been changed. Thank you for your attention. Sincerely, Élise S.

Greetings! I am a member of Planet Fitness, and I made my annual pre-paid payment in April [redacted], which expires in April [redacted]. Despite the fact that the annual payment was double compared to previous years, I reluctantly chose to renew with you. At the time of renewal, there was no vaccine requirement. I am currently dismayed by the membership process as an unvaccinated individual due to health reasons. I am being denied access to the gym unless I provide a weekly negative COVID test at my own expense. I have made several unsuccessful calls regarding this issue, feeling penalized for my yearly upfront payment compared to those on monthly debits who can pause their payments. I believe it is unfair that I cannot pause my membership from September [redacted] to the present due to circumstances beyond my control, even though I need access to the gym for health reasons. I hope you can take my situation into consideration. Sincerely, Vanessa

I have been trying to cancel my membership for over a year now. I followed the instructions to put it in writing multiple times, but I have not received a response. Today, I was charged again, which is frustrating. When I tried to cancel online, the member services boxes were not working properly. Due to being immune compromised, I have been unable to use the club since I signed up, especially with the ongoing pandemic. I feel like I have been paying a lot for something I can't utilize. I would like a refund for the months I haven't been able to cancel despite my numerous written requests. The current situation has made it impossible for me to visit the club, and I am disappointed by the lack of response to my cancellation attempts.

I purchased a lock at Planet Fitness located at [redacted] Sherman Way Ste [redacted], Burbank, CA [redacted], as the gym's lockers do not have built-in locks. However, I am dissatisfied with the lock as it is unreliable and difficult to open. The opening instructions being on the back of the lock concern me, as it could allow anyone to attempt to open it in my absence. Upon discovering the lock's flaws after an employee named Marco opened it, I regret my purchase. Despite realizing the issues within five minutes and requesting a refund from Marco, he explained that it was not possible due to the package being opened. He advised me to return on Monday when the branch manager is available. I seek a refund of $6.00, tax inclusive, promptly.

Hello, this is Julie P. I just spoke with someone who requested a dollar to complete some paperwork. My account is currently at a negative balance of $74 due to an early deduction of my membership fee. I am requesting that the $36 non-sufficient funds charge be refunded promptly. For seven or eight years, my fee has always been deducted in June without prior notice. I rely on a fixed disability income which arrives on the 3rd of each month. I am unable to bear the burden of a $36 fee. I visited my bank seeking guidance, and they advised me to reach out to you. Thank you.

I joined Planet Fitness on January 6, [redacted]. My first bill was on January 13th. Despite canceling my membership with Planet Fitness and informing them about it, money is still being deducted from my account. In February, I was overcharged $42.00, and after contacting them, no action was taken. I reiterate that my membership should be cancelled, as money has been continuously withdrawn from my account since January. As it is now March heading into April, this issue persists. I have never visited any Planet Fitness location since joining. If my money continues to be taken, I will involve my lawyer. I cannot endure this situation any longer. The withdrawals must cease immediately. Thank you.

I am a member at your Pittsburgh PA Edgewood club. Last month, I sent a letter requesting to cancel my membership following the club's instructions, but I was still charged. When I called the club and spoke with Todd Griffin, he was immediately combative. He claimed he never received my cancellation letter and insisted on it being sent by certified mail, despite the club's instructions not mentioning this requirement. Todd refused to issue a refund, citing lack of proof of cancellation and was unfriendly throughout the conversation. The club's cancellation instructions are as follows: "for most locations you can send a letter requesting to cancel or you can stop by your club and cancel in person." I have verified with my club that these are the correct instructions. @PlanetFitness, please issue a refund for last month's charge.

My 17-year-old daughter wants to get a membership at the Marshalltown, IA Planet Fitness to use the tanning services. Despite presenting both the Planet Fitness policy and Iowa Law that allow her to tan as a minor, employees and the district manager have denied her access. This discrepancy indicates a possible lack of proper training for the staff or outdated information on the website. The guidelines clearly state that tanning is allowed for individuals under 18 in Iowa, as no age restrictions have been imposed by the state legislature. I seek clarity on this matter and hope for a resolution to enable my daughter to access the tanning services as per the established rules. Thank you.

Today, I visited Planet Fitness in West Covina where I've always had positive experiences. I appreciate the gym's cleanliness and ambiance. However, during my recent visit, a young member wearing a t-shirt with an inappropriate message walked by me. As a long-time baseball coach who has mentored individuals who are now first responders, I found this display disrespectful. When I raised my concern with the manager, she seemed uninterested, suggesting I contact Corporate for further action. This response was disappointing considering Planet Fitness' policy promoting a safe and welcoming environment free of offensive clothing. I left the gym feeling let down by the lack of respect shown towards those who serve and protect our community.

For over a month, when I visit the Escondido, CA Autopark location daily, I encounter an issue with my account and billing. It appears that I have ended up with two membership accounts instead of one, resulting in me being charged triple the amount. Despite assurances that it would be resolved, I continue to face problems. Today, upon arriving at the Escondido [redacted] location, I was confronted with another overdue payment request, even though I have already paid over $[redacted] this month alone. I only hold a month-to-month black membership contract but am being charged for two memberships. I am requesting corporate intervention to consolidate my account and refund the overpaid amount from February to April [redacted]. I feel the manager handled the situation poorly by publicly belittling me, disregarding my feelings, and lacking empathy. This behavior is unacceptable and should be addressed promptly by Planet Fitness. Thank you. -Vanessa R. [redacted] [redacted]

I am quite frustrated with the service I have received. Since joining, there have been ongoing issues with payment. Initially, the routing number was entered incorrectly on your end multiple times before being corrected. Subsequently, I encountered payment problems at the gym, leading me to leave without working out. After contacting customer service, a helpful gentleman resolved the issue by inputting my free month due to an annual fee and banking error. Although he assured me I could use my membership by updating my banking information, I was later denied at the gym. This experience has left me so frustrated that I am considering canceling all four Black Card memberships for my family. I felt inadequate and was unable to pay during my recent visit since I didn't have my card, which I would have brought if not for prior arrangements. I hope to avoid similar payment issues next month. - SB