Planet Fitness Customer Service Issues

I enrolled in a membership online at the Westfield, MA location in January with plans to move there. I later changed my plans, called to cancel, and was advised to change my home club online. However, I couldn't reset my password to access my account. Despite multiple attempts and visits to different locations, no solution was provided. I was informed I couldn't transfer my membership to the Plaistow, NH location until I've had it for 3 months. I've been paying for a membership I can't use and facing misinformation without resolution. I'm disappointed by the lack of proper assistance and being unable to cancel or transfer. I seek credit for the inconvenience and consideration before upgrading my membership. The customer service received has been inadequate, and I hope for a satisfactory resolution soon. Thank you. - Ryan D. [redacted] [redacted]

I recently closed my account with SunTrust Bank. Both my boyfriend and I have memberships at Planet Fitness linked to this account. On the 15th, I tried to cancel my membership, but was informed that even if I update my payment information, I will still be charged using the old account. This will result in Planet Fitness charging a regular fee, plus a $15 late fee for each missed payment, and my closed bank account will incur a $36 fee for each transaction. The total amount for just one month seems excessive at $61.70 each. I have been trying to resolve this issue, but have been unable to speak with anyone until tomorrow, and have been advised that nothing can be done to prevent these charges. I am hoping someone can reach out to me to resolve this situation before I am charged such a significant amount for April.

I wanted to cancel my membership due to unexpected circumstances. On 2/20/[redacted], I emailed to cancel it after moving to North Carolina on 11/04/[redacted]. I followed the instructions given by staff in Schereville, Indiana, by sending a handwritten cancellation statement with my signature. I believed my account was canceled then. However, upon returning from a difficult situation, I discovered my bank account was charged a new annual fee along with membership fees without my permission. This unauthorized charge caused my account to have insufficient funds, complicating my efforts to close the bank account due to pending commitments. I had planned to renew the membership on my own terms to aid in my cancer treatment journey. Despite having numerous family members and friends as active members, I am disappointed by this negative experience. Best regards, Kim J.

I would like to report an incident involving a worker at Planet Fitness in Beaver Valley Mall, Pennsylvania. I felt belittled and ignored by a staff member who only communicated with my fiancé. Despite both of us being on the same debit card and him being told he owes nothing, I am being asked to pay $87 for the last three months when neither of us used the gym. I am upset and embarrassed by the way I was treated by this African-American staff member at the front desk. Please contact me, Rebecca R., at [redacted], or my fiancé, Scott U., at [redacted], to address this issue.

I've attempted to transfer online but couldn't proceed due to the requirement of being inactive for 90 days. I followed advice to speak to the manager after waiting for four days, only to be denied. Furthermore, I was charged the monthly fee today and asked for a refund due to the delay caused by the manager, but was flatly refused without explanation or empathy. Now, I have to cover a month I won't use and pay an additional annual fee for using a different location. The manager at the Evanston branch provided the worst customer service experience I've had in years.

I am attempting to cancel my gym membership. Initially, I was told it would be a $1 sign-up fee for January, but I was charged $28 instead. Upon contacting the billing department, I was informed that cancellations must be done in person. When I visited the gym, I was told the manager was unavailable. Subsequently, an annual fee of $44 was deducted alongside another $28 monthly charge. Frustrated with the incorrect billing, I placed a stop payment at my bank. After multiple unsuccessful attempts in-person and over the phone, including being hung up on, I am still struggling to cancel the membership. The staff have been unhelpful and provided me with incorrect information. I am seeking a resolution as I simply wish to terminate my membership without further complications.

I wish to cancel the membership I signed up for in January. Originally, I was told it was for a dollar down, but I got charged $28 in January, which was not the agreement. I then attempted to cancel due to an unauthorized $44 annual fee and another $28 payment. Despite my efforts by contacting my bank to stop payment to Planet Fitness, the billing department claimed they do not handle cancellations. After visiting the club and being told the manager was not available, I was provided with a phone number. Upon calling, I was directed back to the club as they could not assist. Upon return, I was informed my membership cannot be cancelled due to an $80 outstanding balance. Despite my polite demeanor, the staff member abruptly ended the call. I find it frustrating and disrespectful to be treated this way while simply trying to resolve billing discrepancies and cancel my membership at Planet Fitness in Conroe.

I originally belonged to the Dalton, GA club, but when the Calhoun, GA Planet Fitness opened up, I transferred my membership there due to its proximity to my residence. Now that I have moved to Cleveland, TN, I need to update my home club to avoid a franchise fee. Unfortunately, during my transfer from Dalton to Calhoun, I did not receive a new barcode for check-ins, causing issues with accessing my account and updating payment details. Although Calhoun Planet Fitness changed my barcode to my phone number [redacted], I still encounter problems when logging in. Whenever I try to access my account, I receive a message stating it has been canceled or encounter an error. I need guidance on resolving this ongoing issue with my account.

The urinal in the men's restroom at the Fremont, CA location has been out of order for more than two weeks. When I inquired about the repair timeline with the staff at the front desk, they directed me to the manager. The manager stated that he had reported the issue and mentioned that it was being handled by their maintenance team. However, he seemed indifferent and did not offer any further assistance. He simply suggested using the other available urinal without providing a clear resolution timeframe. It would be appreciated if he could follow up or at least make an effort to communicate with the maintenance team to address the prolonged inconvenience.

My experience at Planet Fitness was disappointing due to the lack of customer service and the employee's rudeness. I went with a friend who is a member after receiving a promo card in the mail offering a discounted sign-up fee. Due to a busy schedule, I couldn't immediately redeem the offer. When I finally arrived at 12:45 am on the last day of the promotion, the employee refused to honor the discount despite me being just 45 minutes past the deadline. Not only did they decline the promo, but they also seemed disinterested and didn't even acknowledge my status as a senior and veteran. This lack of service and care has left a bad impression on me, and I won't be recommending Planet Fitness to others in my community.

Subject: Unpleasant Experience at Sicklerville NJ Planet Fitness Location Good evening, I am emailing to express the terrible ordeal I recently had at the Sicklerville, NJ Planet Fitness location. My son and I visited the gym around 8pm. I have the platinum plan that allows me to bring a guest. I was unaware that my young son needed to bring a school ID or birth certificate. Despite initially not knowing this, I complied once the staff explained the policy. What upset me was the disrespectful manner in which it was communicated to me. I mentioned my medical condition that requires me to walk for 25 to 30 minutes and asked if my son could sit in a chair near the entrance while I worked out. Unfortunately, they refused, citing concerns about liability. I felt they were rude, racist, and unfairly stereotyping my son. I have never experienced such emotional, verbal, and mental mistreatment. I kindly request someone from the management team to contact me regarding this issue. I can be reached at [redacted]. Thank you, Shainahah J.

Hello, I am a member at Planet Fitness and I am encountering challenges at my club with individuals "camping out" on the machines and not allowing me to alternate with them. This disrupts my long circuit workout that involves using each machine only once over two hours, as well as other equipment like weights and medicine balls. Some members hoard weights and items without using them promptly and spend excessive time on their phones during busy hours. Despite bringing up these concerns with management, the response has been inadequate, leaving me frustrated. I believe that there should be better policies in place to ensure fairness and equal access to equipment for all members, regardless of their fitness goals. I hope these issues will be addressed promptly. Thank you for listening. R.H.

I appreciate Planet Fitness but I am seeking clarification on the tanning bed rules. When I signed up, I was informed that once I schedule a tanning session, I must stay and cannot leave and come back later. However, recently I have noticed that beds are booked well in advance even when the gym is not busy. This has made it difficult for me to tan once or twice a week as desired, even on Saturday mornings. I just want to understand the policy better to ensure fair access for all.

After my workout yesterday, I decided to tan and signed up for a session. I requested to tan for 6 minutes in bed 6. However, I noticed I was in the tanning bed for 11 minutes and 45 seconds. Being fair-skinned, I am cautious with tanning. I was alarmed to see that the timer was set to 12 minutes instead of the 6 minutes I had requested in writing. This resulted in severe sunburn and blisters all over my body. I am extremely displeased with this incident and expect better care from the staff. I urge you to contact me via email to address this matter promptly. Thank you.

A month ago, I mistakenly left my belongings in a gym locker. When I returned weeks later, they were missing. When I discussed this with the manager at the McDonough office, I was informed that lockers should be emptied after use, although this was nowhere clearly stated. I pointed out that advertising locks for the lockers implied they could be used for storage. The manager clarified that the locks were for temporary safekeeping during workouts only. Despite being told items would not be discarded until claimed, I learned from staff that unclaimed belongings were indeed disposed of after a week. Regrettably, I lost an outfit, bra, shoes, and lotions worth over $[redacted]. I am frustrated and seeking compensation for these losses.

I recently drove 25 miles to tan at my home club in Garner, NC. Despite being a member for over a year, I was asked to fill out more paperwork by a female staff member, causing delays. There was also confusion about eyewear, and I decided to leave. Upon reaching the 6 Forks location, I encountered further issues and had to wait for an employee. Despite contacting customer service, my frustration is growing as no resolution seems to be in sight. The lack of assistance or prompt service is disappointing.

About a week ago, I visited my home PF to use the tanning beds. Despite knowing the risks due to my past experience at Sun Tan City, I decided to tan for 9 minutes, even though it was only my second time. Unfortunately, the staff member who checked me in did not advise me against it, even though they were aware. As a result, I suffered from sun poisoning, causing me significant pain for the following days and leading me to stop breastfeeding my 6-month-old child. I really appreciate my gym and prefer it over others, but I believe it's important that the staff be more proactive in informing customers, especially first-time tanners, of the risks involved. It would be beneficial for them to provide information or have customers sign a waiver to ensure they are aware of the potential consequences.

I signed up for a one-year membership with the understanding that it would not automatically renew. Despite not re-signing and being away at college in an area without a Planet Fitness, I was unexpectedly charged for another year's membership fee. I am seeking a refund for this erroneous charge, as I believe I was misinformed about the membership renewal process.

I attempted to cancel my membership back in July/August of [redacted] due to experiencing financial difficulties. After being told over the phone that my membership could not be canceled that way, I followed the instructions to mail a letter. Despite this, I continued to be charged. Over the span of six months, I was charged a total of $[redacted].36 in addition to a $39.00 charge that caused my rent payment to bounce. I experienced significant financial consequences due to these unauthorized charges. I am seeking a refund of $[redacted].36, reimbursement for the previous two months when I was initially told the membership was canceled ($[redacted].28), and the $50 fee associated with the recent unexpected charge, totaling $[redacted].28.

A few months ago, I contacted customer service to cancel my membership and was wrongly informed that I could do so over the phone. It wasn't until today, when my account was debited for the annual fee, causing an overdraft, that I realized the error. When I contacted the location where I held my membership, the staff tried to assist but lacked the necessary resources. I believe I should not be held accountable for misinformation provided and subsequent charges. I urge the company to rectify this situation promptly as my account history will show my lack of gym usage in recent times.