Planet Fitness Customer Service Issues

Around 3:45 AM, I visited Planet Fitness in Lakeside, Colorado, for a free trial membership and to shower. While I was getting ready to change, I urgently needed to use the restroom. As I searched for a restroom, unintentionally, I walked near a car. A man and an African worker came out and confronted me despite my explanation. I suggested they review the video footage before making any accusations. Despite this, they asked me to leave and threatened to involve the police without watching the video. I was disappointed by their behavior and felt mistreated during the incident. I expected better customer service from a reputable company like Planet Fitness and was surprised by the conduct of the staff involved.

I am having issues with the system not recognizing the credentials I created on 02/17/[redacted]. My username is "[redacted]," and I have recorded the password I set at that time. However, when trying to log in on the website, not the mobile app, it keeps saying the information is incorrect. I have tried resetting the password multiple times by providing my email address, but I have not received any reset password emails from PF in my Inbox or spam/junk folders after 20 minutes. I cannot find a tech support phone number for further assistance. I need to log into my account on this computer where I work every day, as I only use the app when I am at the gym.

I attempted to cancel my membership due to relocating, but upon arriving at the club, I was informed of a $10 late fee required for cancellation. They claim my payment details are incorrect, triggering the late charge. I possess evidence of successful card charges and question why, two days after joining during a promotional period, a full month's membership fee was attempted. With two payment methods on my account, a late fee seems unjustified as the backup payment should have been utilized in case of an issue. It appears unfair to incur penalties considering I only visited the gym once, finding broken and unclean equipment. While I sympathize with potential equipment issues exacerbated by the pandemic, the late fee situation appears questionable since both payment methods have been viable from the start. I advocate for fairness in addressing this matter without implying any deliberate avoidance of payment.

On May 19, [redacted], I visited the Planet Fitness gym located on River Street in the same building as Public Supermarket. It had been approximately two weeks since my last visit due to a back injury. When I went to my locker, I discovered that the lock was missing, and it had been forced open along with several others nearby. The gym staff had broken the locks without informing us. I had stopped going due to my health but continued to pay. When I informed a female employee with reddish-blonde hair, she admitted that they were responsible. However, my belongings, including my passport with visa, clothing, sneakers, a bottle of sports supplement, and $[redacted], were missing. They should have contacted me immediately upon finding my passport inside to return my belongings, especially with money and important documents. They failed to do so, leaving me without identification and in a difficult situation. I am from Argentina, and losing that much money is a significant loss. The manager was not available to address the issue, and the staff were unhelpful and unapologetic. Their behavior was unacceptable, and their actions were unjustifiable. The situation has left me devastated and struggling.

On May 19, [redacted], I went to the Planet Fitness gym located on River Street in the building where the public supermarket is. I hadn’t been there for about 2 weeks due to a back injury. When I went to my locker, I found it unlocked and empty, as well as several others nearby. It was clear that the locks had been tampered with. The gym staff had broken into the lockers without notifying us. I had left my passport with my visa, clothes, sneakers, a flask of supplements, and $[redacted] in my locker. When I informed a redhead employee, she admitted they were responsible but my belongings were nowhere to be found. They should have contacted me immediately after finding my passport in the locker, especially since it contained important documents and money. The manager was unhelpful, and the staff tried to blame an outsider. It was obvious they were involved. This gym chain has poor management, unprofessional staff, and engages in theft. They justify breaking locks, but it doesn’t excuse stealing. They could have easily reached out to me knowing whose locker it was. Bogus

I need to dispute charges incurred during COVID, unbeknownst to me. I am unable to check-in due to this issue. I have been paying for the membership for two months but was only able to attempt visiting once and was denied access unless I pay $99-$[redacted]. This situation is unacceptable to me as payments were paused during COVID and then restarted without my knowledge. I was never notified of any attempted charges on my card as I usually receive notifications for such transactions. When I approached the staff, they initially asked for $[redacted], but after intervention, it was reduced to $99. If lowering the amount is possible, why can't the entire balance be waived? I was not aware that my membership was still active, assuming it was canceled as I was never informed, only told it was "paused." I hold a Black Card membership which I have not utilized even once due to the unexpected fees.

I have been a member of the gym located at [redacted] NE [redacted] St in North Miami, FL [redacted], with a black card, for a few months. The monthly cost of this membership includes access to massage beds. However, I have encountered some issues with the cleanliness of the beds, which sometimes take days to be cleaned, making it impossible to use them. Additionally, I have observed staff members using the beds for demonstrations to attract potential clients, preventing paying members like myself from using the service. I am disappointed with the unprofessionalism of some team members and would like to request the cancellation of my black card membership due to these ongoing issues.

My iPhone app has not been functioning for weeks. Previously, I could delete and reinstall the app to register for classes, but that no longer works. Upon opening the app, it gets stuck on the "you deserve a second to yourself" screen and does not progress. I have resorted to using my boyfriend's Android phone to sign up for classes. Thanks, Kelly P.

The franchise on Military Trail in Jupiter, Florida has been unable to repair the water heater, resulting in lukewarm or cold showers. I have already raised this issue with the management at the location but there has been no resolution for over two months. Despite this ongoing problem, I value Planet Fitness as a gym with great staff. I hope this matter can be addressed promptly.

I contacted Planet Fitness La Quinta, California to inquire about my membership status. A staff member informed me that I had a past due balance due to missed payments during the COVID-19 pandemic. They mentioned a promotion to waive the missed payments by providing my bank account details. I was assured via phone that I would receive an email with further instructions. After not receiving the email, I called back and was told to visit before July 10th for assistance. Upon visiting on July 9th, I encountered unhelpful behavior from a staff member named Luke, who dismissed my request. I then spoke to another employee, Sam, who was unsure about the promotion. She promised to inform her manager about my situation. I am disappointed by the poor customer service and Luke's rudeness.

I came across an attachment on the Gethuman website regarding a complaint about Planet Fitness that contains my personal information, but I did not write it. It seems like someone created a fake account to post this review using my name. I would appreciate your help in locating where this review was posted and having it removed. I believe someone is misusing my name and information, and I would like all content related to me removed from your site and Planet Fitness's site. I did not authorize any use of my personal information. If you have any details about the person who posted this using the fake account "dinahcji," please share it with me so I can take necessary actions.

There is a fake profile using my information and misrepresenting me on a review for Planet Fitness. The profile named "dinahcji" does not have my authorization to use my personal details. I request the removal of this fake account and all associated content from Planet Fitness and GetHuman.com. I can provide proof of my identity to address this issue. Thank you. Dinah J. Email: [redacted]

I contacted my home gym regarding canceling my membership due to being out of state. They advised sending a signed handwritten letter with my member ID before the 17th to avoid charges for the upcoming month. I complied, sending the letter with tracking, received on the 13th and processed on the 14th according to the email confirmation. To my surprise, I noticed a charge on my bank statement despite this. Upon reaching out to the gym, they referenced the same email and apologized for the incorrect information provided. I kindly request a refund of the $22.01 charged in error, considering the misunderstanding. My member ID is #[redacted]1. Looking forward to resolving this matter.

I canceled my membership at the start of COVID-19. The club mentioned no need to sign any paperwork due to the closure. However, I am still being charged $22.06 monthly. Recently, my accountant pointed out the ongoing charges. I am dismayed by this oversight and lack of follow-through on the cancellation. It is frustrating to see that my concerns were not addressed, and the charges continued for two years. My club is in Casper, Wyoming. My details are: Name: Paige D. DOB: 07-21-[redacted].

Yesterday, while I was at the gym in Grand Junction, CO, I encountered a situation that made me very nervous. A man was working out with his pit bull, a very large and intimidating dog. As a 77-year-old senior, seeing such a dog in the gym was alarming. When I spoke with the person at the front desk about my concerns, he informed me that the dog belonged to a trainer. Despite this, I expressed my worries about the presence of pit bulls due to their reputation for being aggressive. The response I received was dismissive and disrespectful, with the staff member suggesting that not all pit bulls are dangerous. I mentioned the potential liability of having such a dog in the gym, but my concerns were not taken seriously. I would appreciate hearing about the gym's policies regarding animals on the premises and hope that this matter will be looked into. Thank you for your attention to this issue.

My daughter, C. R.-N., and I, R. R.-N., both joined Planet Fitness. When she left for college, she was to manage her own membership. We tried updating the payment details to her account, but mine got canceled in December [redacted] for non-payment. Despite paying $22.06 each month, it seems to be under her name. I want to correct this error without canceling and reapplying.

I have been trying to cancel my membership with Planet Fitness since June. They charged me $39.99 twice for the upgrade to the black card without informing me about the additional charge. The unexpected charges led to an overdraft in my bank account, resulting in a $32 fee. Despite my conversation with the assistant manager, they refused to reverse the fee but offered to discount my monthly dues instead. The location now says they won't stop my membership unless I pay an additional $50. Given my injuries, including a broken spine, tailbone, neck, and T-12 vertebra on July 14, I am unable to work out. I would appreciate any assistance.

On October 11, [redacted], when I visited the gym to renew my membership, I was charged $81. After confirming with the attendant, I believed this was the total. However, on October 13, the assistant manager informed me I owed an additional $59 to enter. This lack of communication was unprofessional, and I had to pay the extra amount. I am requesting a refund of $59 since I was unaware of this charge on Tuesday. It might be beneficial to provide better training in customer service to your assistant managers. I had a witness, Paula L., present during this incident. Thank you, Marissa B.

I used to be a member at the gym, but I faced issues with the staff regarding tanning privileges. There was a specific girl there, possibly called Light Skinned Mikado, who caused problems for me. Despite my regular courteous visits, she and other staff denied me services, accusing me of cursing at them. On one occasion, the girl turned off my tanning bed while I was inside, causing discomfort. When I requested help, the manager rudely refused me service and accused me of disrespecting and cursing at staff, which I never did. I want to use the services or receive a full refund for the membership fees I paid last year. It's disappointing to face such discrimination, and I hope to resolve this matter by discussing it further. Thank you.

Subject: Unauthorized Reactivation of Planet Fitness Account I would like to bring to your attention that after canceling my account with Planet Fitness (Club #[redacted], Acct# [redacted]46) due to a COVID diagnosis in January [redacted], it has come to my notice that my account was reactivated without my consent. Subsequently, fraudulent charges were made on this account from January [redacted] to October [redacted]. In light of these fraudulent activities, I have sought legal advice and am considering taking further action, including requesting a chargeback from my bank and posting negative reviews online. I urge you to promptly cancel this account and provide me with email confirmation. Additionally, I request a full refund for all charges incurred due to this unauthorized reactivation by Planet Fitness.