Planet Fitness Customer Service Issues

I reached out to my home gym next to the Galleria Mall in Dallas, TX to inquire about canceling my membership without further charges. While I was reassured by a representative that no additional fees were pending until the 10th of the following month, I was surprised to find out about an impending yearly fee when I went to cancel today in person. This fee was not disclosed to me earlier, despite my specific inquiry. I have rarely used the gym due to its uncleanliness, and I am disappointed with the customer service I received from representatives John and Beto, who were dismissive of my concerns. They suggested I return the next day without a clear indication of the manager's availability. After ten months of dissatisfaction with my membership, I would appreciate a refund of the yearly fee. Thank you for your attention to this matter.

I have had multiple conversations with the staff about issues in my community, including stalking. I informed Manager Skylar and the team about my stolen backpack, which contained only my clothes and some specific items. Shortly after reporting the theft, I placed a lock on my belongings, but it was cut off, and despite getting a new lock, my items were taken again. Nadine mentioned my belongings were secured in their office until Monday, even though a new lock was on my locker upon my usual arrival at 8:59 am. I have detailed documentation of each event and the times I reported them, expressing the severity of the situation, but the staff has not taken action. I am seeking a discussion, along with providing further documentation, to address employee conduct issues and policy mismanagement. I am also requesting access to camera footage for additional evidence. Please contact me to arrange a resolution. Thank you. - MDD

I have been a member at the Carle Place, NY Planet Fitness since October [redacted]. In April, my app started showing a notification that I owe money, even though I am set up for autopay with my credit card. My credit card has always been in good standing. The payment history on the site shows "paid" for every month. When the notification first appeared, the desk clerk advised me to ignore it and press "skip for now," which I have done. However, this past weekend, the app didn't show a barcode. I spoke to the desk clerk, who confirmed my credit card was on file but suggested speaking with the manager. I called later but was told the manager was unavailable until Monday. Today, I spoke with the manager, Clarissa. I explained my situation, but she was unable to assist me or offer an explanation. Despite being told I could come in on Sunday and resolve the issue on Monday, Clarissa rudely denied me entry and asked me to leave. Feeling mistreated and unheard, I believe there was a lack of empathy and customer service skills displayed. It's frustrating to be turned away when I followed instructions given by the staff and suddenly faced app issues and collection claims. Clarissa didn't make an effort to listen or address my concerns, making me feel undervalued at my own club.

I have only used the gym once in the last two years due to personal hardships, including the passing of three brothers and recent hurricane evacuations. Upon my return, I discovered my Suncoast account was closed until I paid a $[redacted] fee, which was inadvertently deducted. I explained my situation, being on disability and unable to afford the fee. I am in need of assistance to resolve this matter at the Suncoast bank in North Fort Myers. My name is David Martinez, and any help to reinstate my account would be greatly appreciated. I have faced significant losses due to the hurricane and am seeking support to navigate through these challenges. Thank you for your consideration and support during this difficult time.

I visited the facility but couldn't continue due to the lack of air conditioning, so I canceled my membership as per the front desk person's assurance. After discovering charges, I contacted the company and the club I signed up at with no resolution. Unexpectedly, I was charged $[redacted].10, leading me to dispute it with my bank, which was refunded but then reversed. I attempted to cancel every month due to health reasons, but I kept being charged. The lack of response and help has been frustrating. I urgently need the refund of $[redacted].10 for my rent. Despite multiple messages left, no one has reached out. Please refund my money promptly to avoid legal action.

I recently signed up for Black Card privileges at the Elyria store. Today was my first visit, but to my disappointment, there were no Black Card perks available. I decided to cancel my membership, only to discover a $60 charge for canceling from a promotion. The misrepresentation of the membership and promotion has led to these issues. Although I am willing to accept the charges billed to my account since October, I am requesting a refund for the additional promotional charges.

I recently joined Planet Fitness but mistakenly selected Roseburg, Oregon, as my home gym, instead of my actual location in Portland. When I tried to cancel at the Portland gym on Foster Avenue, they informed me I had to visit Roseburg in person or send a letter. This was an oversight, and I need to cancel as I am relocating to an area without a Planet Fitness. I was unable to speak to a manager at the Roseburg location over the phone. Unfortunately, time is running out as tomorrow will be too late, and it's the weekend. I would appreciate any assistance in resolving this promptly.

I recently canceled my membership a few months ago. However, I was charged today, which caused my checking account to go into the negatives. Due to limited funds while awaiting employment after a leave of absence, I need to check if I was continuously charged. This was the first time I noticed, as it affected my account negatively. I've contacted my bank to dispute the transactions but reaching out to you directly could expedite the resolution to avoid additional fees starting tomorrow. My previous gym was located in Holland, Ohio, and my name is Ryan Flores. The old phone number on file was [redacted], and the correct one is [redacted]. I've since changed my number to [redacted]. I am looking forward to your prompt response. Thank you.

I visited Planet Fitness Wanderers for a membership inquiry. Initially, I was quoted a monthly fee of R [redacted].00 with Sanlam Reality, starting on 1 December [redacted]. I agreed to this offer. However, after three weeks, the price was raised to R [redacted].00. I notified the consultant, Orlando, of my disinterest in signing up due to the increased cost. Orlando mentioned possible penalty fees if I choose to cancel.

While at the gym, a woman next to me was talking on her phone, which is against the rules. I politely asked a staff member to address the situation, and it escalated into the woman accusing me of being racist. Another staff member later asked me about the incident, and I explained what happened. I feel like I was targeted and manipulated by this individual. It has made me uneasy about returning to the gym, even though I did nothing improper. Many others are also on their phones without consequences. I believe the staff member dealing with this issue should face consequences for mishandling the situation.

I need help disputing the charges on my Planet Fitness account. My account should have been frozen most of last year due to severe heart issues that required surgery in [redacted]. I am not paying the past due amount because it was not supposed to be charged while my account was frozen as per doctor's orders. I would like the balance to be reset to zero and the account to remain frozen until my doctor clears me for normal workouts next month. Thank you, Ananda H. [redacted] Email: [redacted]

I requested to freeze my membership on December 17, [redacted]. When an account is frozen, no payments should be withdrawn until the freeze is lifted. However, on January 17 of this month, an $81 payment was deducted from my bank account, which was unexpected. I am unsure why this payment was taken. Despite my efforts to resolve this issue by filling out another freeze request, no progress has been made. I have been waiting for two weeks for a resolution or a refund, but to no avail. I am frustrated with the lack of communication and assistance from the staff at the Farmington store, as every time I inquire about speaking to a manager, I am informed that there is no manager available.

I visited a Planet Fitness location that wasn't my usual gym due to mine being closed, and I was impressed by the facilities and even considered switching gyms. However, the lady at the front desk was extremely rude, which put a damper on my experience. The next day at my home gym, I discovered she had restricted my tanning time to only 2 minutes citing concerns about my skin, even though I tan easily and safely. I suspect she did this deliberately. I shared my love for tanning and the lotion I purchased with her, which motivates me to work out. I'm hoping to have this restriction removed, as my home gym staff mentioned they couldn't assist me with this matter.

Hello, I recently ended my one-year membership at the gym due to ongoing issues with an employee. Despite my attempts to resolve the situation by speaking with the manager, who then informed the franchise owner, I never received any contact from them. Throughout this ordeal, I experienced harassment, bullying, and felt antagonized by the employee in question. Witness accounts were brought forward, but no action was taken. The concerning behavior included being monitored outside the gym and personal information about other customers shared with me inappropriately. Feeling unsupported, I had to make the difficult decision to leave because I couldn't continue working out in that environment. Despite reaching out to corporate and airing my grievances on social media, I have received no response from the franchise owner. This occurred at the Bloomsburg, PA Planet Fitness location.

I prepaid for a full year of membership, which is set to expire on March 1 at my home club. I tried visiting the club in person because there is no option on the app to renew. However, I was informed they don't handle renewals and that I need to sign up as a new member. When I checked online, my membership status shows as "Active," but I couldn't find a renewal option in my account either. I'm eager to continue my membership, but I'm struggling to find a way to do so. Most subscription services I use send renewal reminders months in advance, but not Planet Fitness. Despite receiving constant emails about upgrading, renewing my basic membership seems to be a challenge. While I considered other gyms or even contributing to my current one, my workout partner, my nephew, depends on me. Can someone assist me with simply renewing my annual prepaid membership?

Today, on 3-4-23, when I arrived at the club, I checked in and was called back to the desk by a female employee. I let her know I was aware of the money owed, but I couldn't pay last night as the card was not accepted. Despite offering cash on multiple occasions due to issues with the card at Planet Fitness, I was told I had to pay to use the facilities. Another male employee joined in and insisted I pay $60 immediately, but my card continued to be declined. After some attempts, he mentioned that there was another account in collections under my name, implying I was avoiding payment. I explained I never had another account, and when asked for more information or proof, the response was lacking. The staff made me feel judged and uncomfortable instead of helping to find a solution. I have attempted to pay with cash before due to card issues with Planet Fitness only. The lack of acceptance of cash and the disrespectful behavior of the staff have left me disappointed and unsure about returning. The staff could benefit from training in customer service and problem-solving skills.

I tried to cancel my gym membership in January by phone at my local Planet Fitness. The representative told me I needed to speak with the manager, who was on the third shift. When I called back a few weeks later, I was told there was no manager at that location. I have never been to any Planet Fitness branch, registered, or received a membership card. Canceling my membership has been challenging due to these problems. I am requesting a full refund to my account and an immediate cancellation of our agreement.

My boyfriend and I opened an account last year. Recently, I noticed that the card was being declined during a payment attempt. I reached out to the representatives at the Aiken SC store to inquire about the due date so I could ensure enough funds were available, but unfortunately, they couldn't provide me with the information. We then requested to cancel the membership, however, it seems that the request was not processed as charges were deducted from my account last month and this month, even though my boyfriend no longer uses the gym. I am requesting a refund for the unauthorized charges and for the account to be canceled. His name is Alphonso Alford, and I am the primary cardholder, Briana Stanton. Thank you for your assistance in advance.

I contacted the local Planet Fitness center today to request the cancellation of my membership. I was informed that they were unable to do so and could not provide a refund. Despite never using the membership, I am seeking to cancel it and receive a refund of $27 and change, as this does not align with what was initially presented to me upon signing up. The manager at the Victoria, TX store expressed a different policy, stating they are unable to assist further. I kindly request assistance in resolving this matter.

I have noticed that many of the tanning beds at the Ephrata Pennsylvania location have bulbs that are out. I have informed the manager multiple times, but it seems like every time she puts me in a bed that is not clean. As a "Black Card Member," I expect better treatment. The manager's lack of gratitude when signing up new customers is disappointing. Additionally, I am frustrated that I have to clean the beds myself before and after using them. This lazy management is unacceptable, especially considering that I visit various locations in other states.