Planet Fitness Customer Service Issues

Hello, I had my account on hold last year and intended to resume my membership this month. Due to my recent move, I could not make it to the gym. When I first requested the account freeze, a representative from Planet Fitness assured me everything was arranged and advised me to get in touch when I was ready to return. Unfortunately, I discovered today that my account had been unfrozen and reactivated without my permission. I was surprised to see a balance of $[redacted] due as a result. I did not receive any notifications via mail or email regarding this change, which supports my belief that I did not authorize it. I am requesting a refund for the outstanding balance. If this matter is not resolved promptly, I will be forced to close my account and consider escalating the issue to the media. Maintaining a good payment history is important to me, and I do not want this incident to tarnish my reputation simply because I was not properly informed. The reactivation of my account without consent is unacceptable. Thank you, G. B.

I have been trying to contact a higher-up at Planet Fitness regarding a fraudulent membership sign-up and an unauthorized bank charge. I did not sign up for this membership, nor did I provide any information for it. I am concerned about how my information was obtained and used without my permission. I attempted to call the store and spoke with an employee named Chad Farmer, who was involved in setting up the fraudulent account. I am seeking help to resolve this issue peacefully, as I have faced disrespect from the employee I spoke with. I explained that due to a vehicle accident, my husband and I are unable to drive or attend physical therapy, making it impossible for us to have signed up for a membership. I am hoping there are security cameras or recordings that can verify my account of the conversation. I need this matter resolved promptly to understand how my information was compromised. I am considering seeking legal advice due to the disrespectful treatment I received.

I wish to file a complaint against an individual at Planet Fitness named Yelinett Polanco. She gains entry to the gym without paying and brings clients to her business there by providing employees with potential customers, bypassing the membership requirement. This behavior is concerning. Her contact number is [redacted], and she frequents two gym locations in Miami, FL: [redacted] SW 72 ST [redacted] and [redacted] SW [redacted] TH ST [redacted]. I hope the gym management addresses this issue promptly. Thank you.

I am writing to express my disappointment regarding my recent dismissal from Planet Fitness. Throughout my tenure at the company, I have observed instances of mistreatment and abuse of power by certain members of the management team. One example is when Jared, the newly appointed assistant to you and Kieyana, openly expressed disregard for the employees, causing distress among the staff. Additionally, Kieyana, the Vice President of Operations, has displayed a pattern of making unilateral decisions without consulting the team, leading to a toxic work environment and high turnover rates. This negative atmosphere ultimately impacted my experience at the company, and I hope that management will take the necessary steps to address these issues promptly. My goal is to see Planet Fitness succeed, and I believe that addressing these internal concerns is crucial for the well-being of the employees and the overall success of the company.

I recently signed up for a Planet Fitness black card membership primarily to receive the complimentary Halo View, only to learn that Amazon is discontinuing the product. Due to this, I am seeking a refund for the membership fees I have paid and the initial joining fee. Following two back surgeries in Feb [redacted], I was cleared to resume gym activities in July [redacted]. Given the circumstances, I no longer wish to maintain the Black Card membership, especially since its allure, the Halo View, is no longer available. Could you assist me in obtaining a refund for the expenses incurred in pursuit of this item so I can proceed with closing my account permanently? Thank you for your attention to this matter. - B. Rios

I've contacted customer service multiple times to cancel my services, but they insist I must visit the location where I registered. This is not feasible as I no longer live nearby and have no other location nearby. They've continued charging me for a service I haven't used for about a year. I would like a refund of the amount withdrawn from my account over the past year or at least since the beginning of this year. Thank you.

I am a member of a Facebook group called V-Shred where a post was made by a member inside a Planet Fitness locker room. I advised the member, Charles B., from Perryville, Missouri, against this action, but he dismissed my concerns. There are Planet Fitness locations in Festus and Cape Girardeau, Missouri, near him. I have screenshots of the incident and am willing to share them via email upon request. I am hopeful of your prompt response to address this matter, as it is unlawful and shouldn't be supported by your establishment. Your attention to this issue is appreciated. Thank you for your time, a response is anticipated.

I had a negative experience at Planet Fitness on 125th Street in NYC on 4/30/[redacted]. When I was in the locker room past closing time, worker Amy informed me with an attitude that the gym had closed at 7pm, preventing me from leaving. She also mentioned we would have to wait for others to exit before we could leave. Despite there being no one else in the women's locker room, we were expected to wait for late-changing customers from the men's locker room. This lack of communication and unreasonable request made me feel uncomfortable. The explanation given about being short-staffed did not justify the situation. This incident should be addressed by the management team to ensure better customer service in the future.

I was charged $49 without prior notification, even though I was under the impression that my payment was $10. Despite not using the gym for a month, I had difficulty canceling as my payment details were not saved in the app. This unexpected charge has left me with just enough for my car insurance. If this amount is not refunded, my insurance may lapse, leading to potential additional fees. I kindly request a refund of the $49 and cancellation of my membership.

I was notified about the annual membership fee the day after it was due, and when I tried to contact them to make different payment arrangements, I couldn't get through to anyone. Proper notice for fees is lacking, leading to penalties from my bank. I did not receive an email, billing statement, or a heads-up when I checked in at the facility; there was no notification until after the due date. I am requesting a reimbursement for the charge and to be given the usual time frame for payment after receiving a statement.

I recently rejoined Planet Fitness after leaving for another gym. However, after 2 weeks back, I was informed that my previous membership was still being charged, preventing me from using the facilities. I had canceled my membership when I switched to L.A. Fitness, but now that it has relocated further from my home, I need my Planet Fitness membership to be fully canceled so I can find a new gym to utilize without any issues.

I've noticed unauthorized charges on my account since April 21st for $25.05 under a different name that is not mine. I did not sign up for any membership with this individual and there is no Planet Fitness where I live. Additionally, I was billed twice this month on May 1st for $22 and on May 5th for $49.15. I possess evidence of these transactions and have a letter from the bank concerning this issue. Despite attempting to dispute these charges, my bank was unable to do so as it seems the person responsible for the charges somehow has access to my account number.

Dear Planet Fitness, As a representative of Herbalife, a renowned company in the field of nutritional supplements and wellness, I am pleased to propose bringing Herbalife products to your facilities in alignment with Planet Fitness's dedication to providing an accessible and high-quality fitness environment. Herbalife is a leading company in the nutrition and wellness industry, offering a wide array of products designed to support an active and healthy lifestyle. Our supplements are carefully formulated to provide the necessary nutrients to maximize workout results and promote proper recovery. Our proposal aims to establish a partnership with Planet Fitness to offer Herbalife products at your fitness center. This collaboration would benefit both Planet Fitness members and Herbalife by providing users with a comprehensive solution for their nutritional and wellness needs. Some advantages of our proposal include: Product Variety: Herbalife offers a diverse range of products, including nutritional shakes, protein bars, sports performance supplements, and vitamins. The variety of options will allow Planet Fitness members to find products that best suit their individual goals and preferences. Quality and Scientific Support: All Herbalife products are developed by a team of scientists and nutrition experts, backed by strong scientific research. Our commitment to quality and effectiveness ensures that Planet Fitness members receive high-quality and reliable products. Support Programs: In addition to products, Herbalife offers support programs and personalized nutrition and wellness counseling. We can collaborate to organize workshops and educational events for Planet Fitness members, providing valuable information on healthy eating and physical performance optimization. Mutual Benefits: This partnership would not only benefit Planet Fitness members by providing them with access to high-quality products but also open up new business opportunities for both parties. Herbalife would benefit from having a prominent presence in a reputable institution like Planet Fitness. We are open to discussing the specific terms of this partnership, including the type of products to offer, their location within your facilities, and the financial terms. Our goal is to create a mutually beneficial collaboration that promotes the health and wellness of Planet Fitness members. We sincerely appreciate your consideration of this proposal and look forward to exploring the possibility of a successful partnership. We are available for an in-person meeting or a call to discuss in detail how we can work together to provide an even better experience for Planet Fitness members. We remain at your disposal and anticipate a positive response. Warm regards, Sonia N. Independent Herbalife Distributor [redacted]

Today at Planet Fitness, I had a distressing encounter with the manager, Sabrina. The lack of staff has been ongoing for months, and when a staff member mentioned the issue with my account, Sabrina assured me it would be addressed at 7am. When I approached her about the payment problem, Sabrina abruptly dismissed me, stating she didn't begin her shift until 9am. Astonished, I questioned her walk-off, to which she abruptly revoked my membership, claiming I was being rude. I began recording the conversation, prompting Sabrina to threaten involving the police. When I requested a copy of the policy, she directed me to the app while threatening police action. This incident left me feeling appalled and mistreated. From a simple payment query to being threatened with police involvement, the disrespect I faced was unwarranted. I intend to address this matter with Planet Fitness using the recorded evidence to seek a resolution.

I had a negative experience with Planet Fitness since October. Recently, they kicked me out during a power failure and left me outside in -24 degrees, even though they allowed others to stay inside. I feel bullied and mistreated by the new staff at the gym. My time there went from being enjoyable to feeling unwelcome. I believe my name was slandered and the staff have shown a level of narcissism towards me. This behavior has left me feeling sad and uncomfortable. I am seeking someone in authority to address these issues and allow me to share my side of the story.

I have noticed an additional $10 fee for the tanning beds, yet most of the beds have around nine bulbs burnt out. Despite my discussions with the manager and staff regarding replacing the bulbs, they keep postponing and claiming to be working on it without any actual progress. I am frustrated with the lack of maintenance and cleanliness, especially at the Rainier Beach branch in Washington. The manager's poor management skills have led to dirty facilities and non-functional tanning beds. I am seeking advice on how to escalate this issue and ensure that the tanning beds are properly maintained.

My account was recently frozen, and when I tried to cancel today, I found out I was one day late, resulting in an automatic charge for another month. Despite requesting a refund, I was told it wasn't possible. It's disappointing that this tactic is used by companies to capitalize on human forgetfulness. By locking an account until a specific date then auto-renewing, it's clear they rely on customers forgetting and paying extra. This feels unethical and deceitful. I am seeking a refund for the $25 monthly fee. Thank you.

There is a woman who trains a group of people at the gym but she is not a staff member. She uses multiple machines at once for her clients and gets upset if someone else tries to use them. She even responds rudely if you ask to share a machine. I have already complained to the front desk, but I am not sure if any action has been taken. Most days, I cannot finish my workout because she and her clients take up a lot of the gym space, often just sitting and talking on the machines. It feels like you can't use the gym unless you train with her. I am considering canceling my membership that I have had for over 5 years. Please, someone help me. Thank you. The gym's address is [redacted] SW 8th St, Miami, Florida [redacted].

On April 21, [redacted], I spoke with the regional director in Honolulu, HI, Ruben Yanez, regarding my membership. During our conversation, he displayed rude and unprofessional behavior by rushing me with the comment "I have another call to make so hurry up!" Shocked by his words, my disbelief continued when I encountered him at my gym on the big island of Hawaii on May 17, [redacted], around 10:00 am. He disappeared for 25 minutes, leaving me waiting. Upon his return, there was no apology for the delay. Ruben Yanez's demeanor lacked courtesy, professionalism, and customer service skills, prompting me to suggest he takes immediate customer service training. I do not recommend Planet Fitness due to these experiences. The slow response to repairing hydromassage beds also affects the quality of service at the gym. I believe I deserve better treatment and would appreciate improved management or staffing changes to address these issues.

In April, I visited Planet Fitness to cancel my membership. The staff member I spoke to was busy, so he took down my information to handle it later. Now in May, they are still trying to charge my card. I talked to the manager, and he mentioned he was the only one able to cancel it. Although it has now been canceled, I had stopped going since March and assumed it was taken care of in April. They are still attempting to deduct funds from my card.