Planet Fitness Customer Service Issues

I recently joined the gym, but I visited the Bay Shore location yesterday and found it inconveniently located off the highway for me. I tried to schedule an orientation appointment, but was told that the only person available to do so is not around often, making it difficult for me to arrange a suitable time without taking time off work. This situation is frustrating, as there are no other nearby gyms I can easily access. I am not willing to travel far for a gym. Due to these issues and the apparent lack of sufficient staff, I would like to cancel my gym membership immediately, as this experience has deterred me from continuing. Please cancel my membership promptly, as I believe I should not owe anything since I just recently joined. I have already made my decision and kindly request not to be persuaded otherwise. Thank you. Regards, P. Caserta 70 Halycon Road Lindenhurst, [redacted] [redacted]

I signed up for a Planet Fitness Club at Arapahoe Crossings in Aurora, Colorado, which is not open yet. I joined in late February and was told the club would open on March 1 by a staff member. However, when I checked recently, the club was still unfinished. I inquired last weekend and was informed the new opening date is April 9. I emailed to request downgrading from the Black Card to the $10 monthly membership. The response warned of a $58.00 charge for downgrading. I feel it's unfair to maintain the Black Card status when the club isn't even open. Currently, I am a member of 24-Hour Fitness at Cornerstar and plan to keep that membership through the end of the year. If I can't downgrade my Planet Fitness membership before the club opens, I may have to consider canceling it.

While changing my Bluetooth headphones in the locker room, an older gentleman approached me and asked me to turn off my music, which I found surprising since there's no rule against changing headphones with music on. I politely explained this to him, but he mentioned feeling intimidated. Shortly after, an employee named Sandra asked me to leave for the day. I believe that I was following the rules outlined in my signed agreement and not being confrontational. Being asked to leave solely based on my choice of music without any clear policy against it seems unfair and unprofessional. I've been a member here for some time, and I expect policies to be applied consistently and fairly. If this issue is not resolved appropriately with corporate and management, I may have to consider taking my business elsewhere.

I want to share my dissatisfaction with your policies. I have been a dedicated Planet Fitness member for approximately four years, with half of that time as a black card member. Recently, I decided to switch back to a white card membership since my frequent guest, who enjoyed the black card perks with me, is joining the military and will be away for training or deployments. Upon trying to downgrade my membership, I was informed of a $20 fee and a 12-month commitment. I also remember paying the $39 annual fee last month. The requirement for a fee to downgrade and a year-long commitment felt disrespectful to someone who has been loyal for so long. If there was a way to downgrade without these penalties, I would have continued my membership for more years. Unfortunately, I had to cancel my membership due to feeling unappreciated. I suggest reviewing this policy to avoid losing more loyal customers in the future like me.

I am frustrated by having to pay two annual fees within a short timeframe due to upgrading to a black card after recently losing my job. When first signing up, I paid $59.99 down for the $10 per month membership and want clarification on what "down" entails. The amount spent at this gym is excessive, and I am considering switching if no resolution is reached. I believe a refund of the down payment and one annual fee would rectify the situation. It's disheartening seeing my friend pay significantly less to join. I plan on advising others to cancel their memberships as well. I hope this matter can be addressed promptly, and I would appreciate corporate's contact information. Thank you for your assistance.

I'm a member of the location at [redacted] Southfield and Youree Dr. in Shreveport, Louisiana. I have been focusing on improving my health and having fun at the gym. Matt Garza was my trainer, and he is an excellent motivator. Since training with him, I have lost over 20 pounds and 5% in BMI. Last Wednesday, he had all four of his wisdom teeth extracted and couldn't work due to his healing process and medication. I just found out today that the manager, Christine, fired him along with the assistant manager, Tonya Booth. This decision to let go of Matt has upset me, and I'm considering canceling my membership. As someone who worked in dental services in the US Air Force for 24 years, I understand the importance of rest and recovery after wisdom teeth removal to prevent infection. I believe Matt's firing was unjust, and I am disappointed in the club's management. Working out with Matt was something I looked forward to daily because he made it fun, exciting, and pushed me to new levels. I strongly feel that rehiring Matt Garza would be in the best interest of the club and its members. Manager Christine's actions lack wisdom and experience, and I believe she is the one who should be reconsidering her position.

I acquired my membership back in April. Unfortunately, I developed arthritis in my hip in June and have been unable to visit the club since then, even though I kept up with the monthly payments. When I tried to cancel in October, I was informed that I had to wait until April to do so. Recently, I noticed a $39 charge from Planet Fitness on my bank statement, which turned out to be the annual membership fee. Upon inquiring, I was informed that if I canceled now, the fee wouldn't be refunded since I missed the April deadline for cancellation. This situation has made me question the actual commitment level associated with the so-called "No Commitment" membership plan offered by the club.

I initially signed up without any commitment. Due to our frequent travels and long work hours, my husband and I rarely have the opportunity to use the membership. Personally, I only use it for tanning while he occasionally works out. Despite having only used the membership three times since obtaining it, I visited the facility recently and was surprised to be informed that I owe $[redacted] for not canceling the membership. I was under the impression that I was not tied to a contract. I request the waiver of these fees as I am willing to pay a monthly fee but find the current charges unreasonable. I value the facility but paying $[redacted] for four months seems excessive. Thank you for addressing this matter.

I joined the Lexington, SC gym in August [redacted]. Initially hesitant due to employees chatting instead of giving me a tour, I was directed to sign up at a computer. I inquired about the no commitment offer but was only assured there was no commitment and I could cancel anytime without charge. After signing up, I didn't feel safe at the gym as there were no staff members present during my two visits at night. I opted to use my workplace gym instead. Upon calling to cancel, I was informed of a $58 buyout fee not disclosed during sign-up. Despite this, I find paying the fee more cost-effective than continuing the membership. Unfortunately, I am disheartened by the misrepresentation of fees and lack of commitment from the staff. I will not be recommending this gym to others.

When I recently tried to cancel my gym membership over the phone, I was told it couldn't be done that way, which felt like a tactic to prevent cancellations. Despite being a busy college student, the representative didn't inform me about the upcoming annual fee for April. I only realized it today when the fee was withdrawn from my account. The representative's excuse that the fee is non-refundable came after the fact, showing a lack of upfront information. It seems like the company's policy is not to disclose this to customers attempting to cancel to ensure the fee is charged. I find this practice deceptive and unsatisfactory. I have already paid this fee once before without warning. Planet Fitness should remember the impact of social media, as I plan to share my experience online to alert others. A refund is warranted in this situation.

Hello, I am a member at Planet Fitness located at [redacted] Summer Ave, Memphis, TN [redacted]. I am experiencing issues with the staff there. I requested them to adjust the fans near the cardio machines, but they declined, citing the absence of their manager. The internal temperature is maintained at 72 degrees while it is 70 degrees outside. I am questioning the purpose of my membership when I could run outside. The staff appear to be idle. I simply wish for the fans to be turned on adequately as exercising for an hour at 72 degrees without proper fan circulation is challenging. The existing fans are operational but are set at a low speed, providing minimal airflow. I kindly request for the fans to be set at a higher speed. Could you please assist in addressing this matter or connect me with the appropriate person for improved service? Thank you. Kathy.

On April 3, my car was stolen along with others outside of your Hialeah Garden facilities. The thief smashed my car's windows, taking my purse, wallet, documents, and money. This recurring theft issue reveals a lack of security cameras in all areas, failing to protect customers. Your main concern seems to be timely payments, neglecting customer safety. I urge you to install surveillance cameras promptly to safeguard your patrons. It's unacceptable for these incidents to persist. I've faced financial loss, stress, and inconvenience reporting to the authorities and banks due to this incident, leading me to cancel my membership. Please address this security problem promptly for the well-being of both your business and customers, as such experiences are disruptive and distressing.

On February 14, [redacted], I joined Planet Fitness and was charged $4.18. Then, on February 19 and March 18, I was charged $23.87 each time. On April 1, my annual fee of $42.22 was deducted, and unexpectedly on April 4, $89.96 was withdrawn from my account without my permission. I contacted the club, but the manager was unavailable until the next morning at 9 a.m. Despite being promised a refund of $89.96 within 7 days, I only received $47.74 on April 9. This discrepancy of $42.22 concerns me as it equals my annual fee. I believe I shouldn't be charged another annual fee since I already paid one for the year. The lack of communication and incomplete refund process has left me feeling frustrated and questioning the security of my bank account. It's disappointing to not receive the full refund amount and struggle to reach someone to address this issue effectively.

The gym in Defiance, Ohio has not informed me about any late fees, leading to a continual balance on my account. When I corrected the issue and paid the fees, I was still unable to access the gym due to a supposed "window" being left open. I am frustrated by this situation and concerned about the possibility of additional late fees. The lack of clarity and inconvenience have left me dissatisfied, especially considering the negative reviews about this gym online. I just wanted a smooth workout experience, and now my perception of the gym has been tarnished.

I signed up for a club that I've never visited and I've been billed over $[redacted] for a service I've never used. I want to cancel my membership and receive a refund for at least one of the charges. Since I haven't used the service, I shouldn't be charged. Due to a leg injury, I couldn't make it to the club to cancel in person, but I have requested cancellation over the phone or email. I need this membership canceled and a refund issued.

Recently, I've noticed a decline in cleanliness and staff attentiveness at the Victorville, CA location of Planet Fitness. The towel dispensers are frequently empty, and the water fountains are often dirty. Last week, I noticed an object on the water fountain on Monday, and it was still there on Wednesday night. The men's locker room urinal has had a large amount of paper towels sitting in it on multiple occasions, with them remaining there hours later. These problems started after the previous manager, a physically fit lady with a dark milk chocolate skin tone, stopped coming. During her tenure, the gym was cleaner, with employees consistently maintaining the facility. Now, despite more staff being present, they often congregate at the front desk chatting or on their phones. If I don't see improvements soon, I may have to consider finding a new gym by the end of the month.

When I initially signed up online for a new Planet Fitness location, the benefits of being a Black Card member included a shirt and a hat. However, now that the location is open, Planet Fitness no longer offers a shirt and hat with the Black Card membership. It is disappointing that the deal has changed from when I first signed up. Additionally, communication from Planet Fitness to its members is lacking.

At PF North Brunswick, NJ, I have noticed that two televisions have been out of service for an extended period. I have observed that the TV stations available do not cater to cable viewers adequately. While ABC, CBS, NBC, Fox, and the local News 12 NJ are provided, I believe there should be more balance in programming by including FoxNewsChannel. I have also noted that there are redundancies with channels on the TV sets, with some displaying the same content simultaneously. Despite inquiring at the front desk, I was informed that they do not have the authority to adjust the TV channels, yet I have noticed changes occurring frequently. I am hoping for a more varied selection on the televisions, with less infomercials and lengthy movies. Thank you for considering my feedback.

Patrick McBrien, 71 years old, and a member at Planet Fitness in Norwalk, CT for 2 years. On April 9th, upon arriving to exercise after a doctor's appointment, I was informed upon entry that I had to leave due to wearing jeans. Lystra Mitchell threatened to escort me out if I didn't comply. This upset me, leading to an immediate cancellation of my membership. After my wife contacted the individual, a completely different version of events was shared. Initially, she answered the call, listened to the complaint, then put us on hold to get a supervisor. When she returned, she claimed to be the supervisor and denied asking me to leave, presenting a different narrative. It seemed she was worried about losing her job if her superior found out. Despite frequenting the gym 6 days a week for almost 2 years without any prior dress code enforcement, I was blindsided. As my annual fee had just been charged, I am seeking a full refund and a formal apology for the unjust treatment I experienced.

I have been a member of the Planet Fitness in Opelika, Alabama for about three months now. Unfortunately, one of the three tanning beds has had a bulb out in the face portion for this entire time. To make matters worse, now another tanning bed is experiencing the same issue. The employees have been unhelpful, just telling me to wait for a new shipment. It would make sense for them to transfer a working bulb from one bed to another to have at least one functioning unit. Given that there are only three tanning beds in a college town during this busy season, it is unacceptable that two of them are not fully operational. One employee even mentioned that not everyone needs the face bulbs, but that should be left to the customers' discretion. It is frustrating that there is no one to contact to address this issue. The lack of customer service in this regard is truly disappointing.