Planet Fitness Customer Service Issues

I attempted to cancel my membership at the Pflugerville location in person with the manager, but he refused due to a $20 balance. I explained that I shouldn't have to pay more just to cancel a membership I haven't used. The situation has now resulted in multiple outstanding months because I was unable to cancel my account. Despite trying customer service and contacting the gym by phone, they insisted I come in person. When I finally managed to do so, I was informed of an additional month's charge and still couldn't cancel.

This morning, I had a negative experience with the front desk staff member at the Planet Fitness located on Hwy 6 & West Rd, [redacted]. Typically, I receive friendly greetings and personalized interactions. However, today, the particular staff member (described as a heavy set Black girl) was rude and inattentive. Despite being the only person in the VIP area during the early hours, she ignored me, left me waiting, and was disrespectful during our interaction about using the hydro bed. Her behavior was disappointing and unprofessional.

My name is Ekin E., I am a Multimedia Artist residing in the United States, internationally recognized for my art. I became a member of Planet Fitness on 03/23/[redacted] with membership number [redacted]92. Last July, I decided to cancel my membership due to infrequent use and visited the Broadway NY branch. An employee explained I could avoid an early cancellation fee if I waited until March 23, [redacted]. They assured me I wouldn't be charged automatically after the 12-month period elapsed. However, I was surprised to find out I had been charged $[redacted] post-membership expiration without using the facilities. Upon discovering the charges, I immediately visited the W 35th St branch to cancel for good. Despite being informed there would be no buyout fee, my Chase Card was charged $20.89. When I revisited the branch, different employees were dismissive, claiming I was bound by the contract signed in [redacted]. Feeling deceived and defrauded, I have lost trust in Planet Fitness due to multiple instances of misinformation. I plan to share my experience on social and various media platforms unless I receive a refund and an apology for the inaccuracies. Despite signing the documents, I believe it's essential to voice my story and raise awareness about the misleading practices faced. Best Regards, Ekin E.

Good day, My name is Mark Butu, and I am a member of your club. I have encountered a problem that I have been trying to resolve for the past three weeks. Despite visiting multiple Planet Fitness clubs across different states, I have not received any assistance in solving my issue. I misplaced my card and am unable to access my email. As a driver, I purchased a black Planet Fitness card in Texas, but I cannot recall the specific city. I am looking to either repair or cancel my black card as I am willing to make payments but have been unable to do so due to lack of assistance. I am unsure how to proceed without my card, email, or home gym information. Unfortunately, I cannot contact my home gym to retrieve my barcode since I am uncertain of which club it is. When I acquired the black card, I was not informed which club would be my home club, and I do not necessarily need it to be in Texas. My previous email address was "[redacted]," and my current email is "[redacted]" Additionally, my contact number is [redacted]-[redacted]-91-25.

I have been a loyal customer for a year, paying $15.00 plus tax per month. I noticed that you have been advertising $10.00 per month lately. I assumed that when my membership expires, you would offer me a better deal. However, I was surprised to find out that your company automatically withdrew $41.73 from my checking account without any notification. After contacting the Palm Bay FL branch and speaking with Nick Ackins, who claimed to be the manager, he mentioned that this was in the contract I signed a year ago. It would be appreciated if members were given notice prior to such transactions. This experience has left me feeling upset, as I believed Planetfitness valued its members more. A loyal member like myself should not be charged $15.00 a month. Taking money from a checking account without warning is unacceptable. I had higher expectations of your company in terms of professionalism.

I am a member of Planet Fitness Club in Havelock, NC, and there is a treadmill that emits a loud screech whenever it is used. This noise is extremely bothersome and could potentially be harmful to one's hearing due to its high pitch. Despite numerous complaints from myself and other members, the front desk has been unsuccessful in getting the area manager to address this issue. The area manager claims that they cannot fix the treadmill until a part arrives and refuses to take it offline as it is a popular machine. This has been going on for over a year, with no resolution in sight. The treadmill is located in the first row, sixth from the right, and anyone at the club in the morning can attest to the noise it produces. I believe it is time for the manager to take the treadmill offline until it can be properly repaired. I hope for a solution soon. Thank you. - JM, Havelock, NC

I had an upsetting experience at the Planet Fitness location on the 14th. I had previously arranged with corporate to put my account on hold due to family reasons. When I came in to tan that day, I encountered an employee named William who was very rude and tried to charge me more than we agreed upon. He even remarked on the amount of money I had in my pockets. William's behavior was unprofessional and made me feel disrespected. He gave me a false 24/7 phone number to address the issue. When I requested to speak to the manager, he refused to let me. I have been a store manager for 30 years and never treated a customer this way. I hope this incident is addressed appropriately.

I am a 72-year-old who likes to wear comfortable, loose-fitting jeans in the cold weather. I have arthritis in my knee, which is eased by riding the bicycle. Despite wearing jeans for the past two years at the Cypress TX club, I was recently informed that jeans are not allowed. I tried to request an exemption but was denied and there is no way to contact the ownership directly. In light of this, I have decided to leave the club. I would appreciate any assistance in addressing this issue as I would like to continue wearing jeans for warmth. One solution could be to place a towel on the seat when wearing jeans.

Today, at the Planet Fitness on Pearl Street in Norwalk, CT, there was free pizza for members. I typically save my pizza in the locker to eat after my workout. However, the manager, Lystra, and another employee followed me into the locker room accusing me of taking four slices of pizza when I hadn't. She insisted that the pizza was for everyone, causing embarrassment in front of other members. Later, I noticed there were still seven boxes of uneaten pizza at 6:15pm, plenty for other members. This recurring issue on pizza days has made the experience unpleasant. I feel the manager's behavior is unwelcoming, making me consider switching gyms. Lystra's management style and attitude towards members need improvement. I hope my feedback leads to a positive change. Thank you.

Due to my Muscular Dystrophy and COPD, I've been unable to exercise at Planet Fitness for several months. Despite informing the gym of my health issues and being advised that my membership would be canceled, I continued to be charged for dues. With only two visits since January and a fractured rib in between, I relied on the club's assurance that the charges would cease. I recently checked my account to discover $[redacted].00 deducted despite my limited attendance. As per the policy allowing cancellation for medical reasons, I kindly request a refund of the erroneously charged amount. Your prompt attention to this matter would be greatly appreciated.

I purchased a gym membership in March [redacted] to relieve stress from identity fraud. Recently, at a gym close to work, I encountered issues where another member's picture was linked to my account. Even after showing my driver's license, I was allowed to work out. After nine months of trouble-free workouts, today, when I tried to enter the gym, I was told there was an issue with my card. Despite having received a new card last Friday due to wear and tear, the manager insisted I needed to provide proper identification. Upon returning with my license, he mentioned my bank account and informed me that without a picture, I would not be allowed in and my membership would be canceled. While this rule seems unfamiliar to me after all this time as a member, I am puzzled by the sudden enforcement.

I signed in, specified my tanning time, undressed, applied oil and goggles in the room, but the bed wouldn't turn on. This has happened two days in a row, making me clean up, dress, and report the issue to staff. It's frustrating to repeat the process multiple times. I'm a member at PF in Van Buren, Arkansas. Also, I haven't received my complimentary T-shirt. I'm questioning the value considering these issues.

I would like to address some concerns I have regarding the safety and well-being of an employee at Planet Fitness in Greenlawn, New York. I have noticed that during busy hours, particularly between 6 am and 8 am, this employee is left alone to handle multiple guests, which raises safety concerns. I have observed guests behaving inappropriately towards this employee, and the lack of support from other staff or the manager only exacerbates the situation. Despite attempts to speak with the manager, they have consistently been late or absent from their scheduled times, leaving the employee unsupported. This troubling situation poses risks to the employee's well-being and could be easily alleviated with proper staffing and management presence. I find it unacceptable to leave an employee in such a vulnerable position, especially during peak hours when the gym is bustling with guests. It is imperative that these safety concerns are addressed promptly to ensure a secure and supportive environment for all staff members at the gym.

I recently attempted to cancel my membership at the Jackson Heights location with club #[redacted] in December. The representative advised me to return in January for the cancellation process without providing a specific date. I signed up for the membership on January 31, [redacted], and was told to cancel before that date as I would not like to continue this year. After contacting the club to cancel and visiting in person before February 10 to avoid the next month's fee, I was informed about an unexpected annual maintenance fee of $40.76 for this year. This charge was not communicated to me, and I am requesting a refund as I do not intend to use the membership this year. The lack of transparency regarding these charges is disappointing, and I urge you to investigate and refund the amount. Thank you, Simran K.

On Friday, February 8th, around 4:00 p.m. at the Diversey/California location in Chicago, an incident occurred. As I was preparing to leave, a woman accused me of moving her belongings to another locker on Tuesday. She insisted I refrain from touching her things. After she left, I encountered her again while exiting and suggested she use a lock for her locker if she was concerned about her items. I informed her of the signs in the locker room stating Planet Fitness is not accountable for lost items. I relocated her belongings to a nearby locker as there were no others available. An employee intervened and reprimanded me for touching her property, contrary to the gym's policy. I believe this was unfair given the gym's clear policy. I hope the staff at this location can review and understand the policy displayed in the locker room to avoid similar misunderstandings in the future.

I recently joined the new PlanetBl Fitness club in Kailua Kona, Hawaii. Overall, I am impressed with the facilities; however, there is one area that needs improvement - the lack of straps for hanging reverse crunches. Despite my efforts in asking the manager three times to consider getting these straps or allowing me to bring my own, she firmly declined each time. I am considering purchasing the straps myself and donating them to the Kona Planet Fitness. If this is feasible, I kindly request for the management and staff to be informed about this. Thank you, Randall C.

Hello, I am Joseph R. I am currently a student at Ohio State, although I am originally from Cincinnati. I recently had a membership at the Western Hills Planet Fitness on Glenway during Christmas Break. Despite canceling around the 4th or 5th of January, I noticed I was billed for both December and January, including the annual fee. I am frustrated to be charged for a service I am not utilizing. Upon canceling, I distinctly remember informing the front desk staff, surrendering my card, and being assured of the cancellation. I am struggling financially as a student and am requesting a full refund for January and the annual fee. This situation is not new to me, as a similar incident occurred during a previous membership over the summer where I unknowingly committed to a year-long contract. This lack of transparency regarding payment commitments is concerning. As a college student, these unexpected charges are burdensome. I urge Planet Fitness to cease charging my card. My membership number is [redacted][redacted]0.

Hello, being new to PF, I recently came across your PSA regarding the environmental impact of paper towels. It's concerning that PF uses so many paper towels for patrons to wipe down machines daily, leading to significant waste. As a solution, having washing machines on-site for reusable cleaning cloths could make a positive difference. The gym is fantastic, but the excessive waste contradicts the values of a place called "Planet" Fitness. Setting an example by implementing more eco-friendly practices can truly make a difference and align better with the gym's name. Let's work together for a better planet!

I would like to share a recent unpleasant experience I had at the club. On 02/13/19, I had an appointment with a trainer named Abby McCoy for the 'Design Your Own Program' session at 8:15 AM. Despite my punctuality, Abby seemed unaware of my scheduled session and was engaged in a conversation with another customer. After waiting for over 20 minutes, Abby came back to the front desk, made excuses for the miscommunication, and eventually asked me to reschedule. I walked away feeling disrespected and disappointed with the service, especially since this trainer is known for her tardiness. I suggest either extending session times or retraining staff to respect clients' time. I hope Planet Fitness addresses my concerns. Thank you. - S. Kim

I was informed by my daughter's cross country coach about joining Planet Fitness. After my husband contacted the Apple Valley, MN location for information, he was told that individuals under 16 need supervision from a parent or guardian who must also have a membership. This has caused confusion as the coach received different information from the West St. Paul Fitness location. Upon revisiting the Apple Valley branch, similar information was shared, but the manager disagreed, saying only the minor needs a membership. The inconsistency between these clubs is concerning, especially when compared to other gyms like Lifetime with different policies. The lack of concern from the Apple Valley manager regarding the discrepancies is troubling. Could you please clarify the actual policy to avoid further confusion?