Planet Fitness Customer Service Issues

A month ago, my workplace relocated me to Mamelodi. I informed my previous branch about the move, and they initially agreed to transfer me to the Mamelodi branch. Unfortunately, the Mamelodi branch was not open last month, leaving me without access to the gym. However, the Mamelodi branch is now operational. When I visited last week, I was informed that only the call center handles transfers. They provided me with the call center details. I have been attempting to contact the call center since last week, but I keep receiving a message apologizing for missing my call. Either resolve the transfer issue promptly or cancel my contract. If this matter is not rectified, my only recourse will be to update my banking details.

I visit the gym to exercise and enjoy the massage bed and chair. However, it's frustrating because some individuals are constantly on their phones which makes it difficult to focus or unwind. Some guys wear unattractive and ill-fitting tank tops or cutoff sleeves, which I believe goes against the company's dress code. Last Friday, I observed a young staff member overwhelmed with seven people waiting, while the male manager stayed in the office. Since his arrival, customers have been littering, and the equipment isn't being cleaned. I used to clean up after others but I'm no longer willing. I come to the gym to unwind, not to work.

The gym has some rules that it enforces and some that it doesn't. During my workout, a manager rudely confronted me about my gym bag, claiming it violated a rule. Despite many others having gym bags, she chose to single me out in an aggressive manner. I explained it was a small bag I've used for a long time with no issues before. The inconsistency in enforcing rules is evident as other violations like inappropriate dress and phone use go unchecked. The manager should have handled the situation better, possibly by distributing a reminder flyer about the rules. The way I was treated made me feel humiliated and intimidated, questioning whether I want to continue going there. It is crucial for all rules to be consistently enforced to maintain a fair and respectful environment, especially when children are present without adequate supervision.

I reached out to Planet Fitness Downtown Crossing regarding a job inquiry and spoke to the manager, Anthony, at 5:43. Unfortunately, he informed me that the position I applied for had been filled. I mentioned my previous call a week ago without a response, expressing my frustration as I've been applying for the same position for three years without success. Anthony abruptly hung up after I requested the corporate complaint line. Following six unsuccessful attempts from 5:43 to 5:55, I finally obtained the manager's name, Christine, who did not return my calls. Anthony's behavior was rude and disrespectful, leading me to decide not to reapply at this location due to his unprofessionalism. I had to call from my work phone at [redacted] to obtain Anthony's supervisor's name as he was reluctant to provide it.

I have noticed a $54.00 charge on my account due to incorrect billing. I had sufficient funds when the payment was made. Despite not receiving any notifications about late payments or fees, the $54.00 charge appeared on my account. The club representative was unhelpful, and I am eager to speak with a genuine representative rather than an employee at Planet Fitness. It is crucial for this charge to be rectified promptly, and I would like my membership canceled immediately. The amount in question is unreasonable. I did not receive proper notification regarding these charges, and there is no record on my bank statement of any payment attempts.

Hello, my name is Nathan Cook. My wife, Amber Cook, works at the Athens, Ohio Planet Fitness located at [redacted] E State Street, Athens, Ohio [redacted]. I am extremely upset and shocked to report an issue at the gym. The manager, Jon Fluharty, is engaging in an inappropriate relationship with my wife. His unprofessional behavior has gone too far, and I believe he should be terminated. His misconduct includes taking my wife out while both on shift, drinking at clubs, and trying to cover it up. This behavior is unacceptable, and I urge for immediate action to be taken. I have always heard positive things about Planet Fitness clubs, and I am disappointed by this situation. I will handle the matter personally with my wife but request that proper measures be taken with the manager. Thank you for your attention to this matter. Sincerely, Nathan Cook May 11th, [redacted]

My recent visit to the Planet Fitness on 104th in Colorado left me extremely disappointed. I encountered an employee named Kayli at the front desk who was incredibly impolite. She did not offer a warm welcome, smile, or provide me with essential information about the gym. When I inquired about a tour, she responded in an unfriendly manner, asking me to look around on my own as she was the only staff member present. I felt unwelcome and mistreated, as if I were a bother to her. I had intended to sign up for a membership but after this experience, I have decided against it. I am deeply upset and currently sitting in my car fighting back tears. I would like someone to reach out to me promptly. I am considering escalating this issue to the corporate office.

I recently took my wife to the gym for the first time to show her around and have her use the facilities. While I was working out, she went to take a shower. To her surprise, a front desk clerk unexpectedly entered the shower area and confronted her about using the showers, stating they are only for gym members. This was her first visit as my guest and for an introductory experience. The same clerk who checked us in was the one who confronted her in the shower. I am concerned about this incident and the policy at Planet Fitness. I am considering closing my account due to this uncomfortable situation. This occurred at the Decatur Blvd location in Las Vegas, Nevada at around 9:45 am, and the clerk involved was a woman. I hope to receive a prompt response and follow-up regarding this issue. Thank you.

On May 6th around 5:00pm, I visited Planet Fitness Gym in North Bergen, NJ. The manager on duty interrupted my running session because my sweater was hanging off the treadmill. Despite explaining I was finishing up, he insisted I put it on or he would involve the police. I found his actions distressing, especially when he called the cops over a minor issue like a sweater. When I requested his name, he refused to provide it, which was disappointing. As a loyal customer, I never expected such treatment at a place that promotes a judgment-free environment. I hope Planet Fitness addresses this incident involving the manager's behavior promptly. Best, Y.Z.

Yesterday, on May 13, my daughter and I visited the Visalia CA Planet Fitness to sign her up for a $10 monthly no-commitment membership. We were unable to proceed with the billing as she did not have a check on hand, so we inquired about signing up online. Upon trying to do so at home, we discovered that only a 12-month commitment option was available. After contacting the gym, we were advised that the $10 no-commitment deal was still active until May 15, but could only be obtained in person. Today, on the 14th, we visited the gym with a check to sign her up, only to be informed that the deal was no longer available and the only option was a $15 no-commitment plan. This experience, involving two trips to the gym and multiple unsuccessful online attempts, has been disappointing. As a college student reliant on financial aid, my daughter's limited budget has been affected by this situation, leaving her feeling let down.

I am disappointed by the management of my home club. When trying to place a summer hold on my membership in early April [redacted], the manager said he couldn't do it until May, which resulted in additional charges. Despite multiple attempts to get in touch, I was unable to reach him, and the staff wouldn't take a message. This lack of communication led me to personally visit the club to resolve the issue. The manager's reliance on email for contact doesn't suit everyone, and the poor customer service experienced is concerning. Had it not been for the annual fee, I would have canceled my membership. If this continues, the club's reputation and business will suffer. I hope the manager addresses these issues promptly.

I was asked by an associate to take my phone call in the lobby while I was on the treadmill. It was a very personal conversation about a deceased family member. I understand the policy, but I've observed many customers on the phone throughout the gym. I felt singled out by your employee and was humiliated during my workout. I am currently looking for another gym and will not recommend yours. I welcome your feedback. Until today, I was a very satisfied member. My name is R. G. and I'm from Phoenix, Arizona. My phone number is [redacted]. If your employees will enforce the policy, it should be consistently applied 24/7. Thank you.

My husband and I recently signed up at Planet Fitness in Wheaton, Illinois in March. We were initially informed that bringing our children to the gym wouldn't be an issue as there were designated tables for them. However, on May 1st, both of us were charged $39 for our annual fees, only to be told a week later that children were no longer permitted. The manager relayed this information abruptly without any professional courtesy, insisting that I reach out to the franchise owner. Although I requested contact details, none were provided, and there has been no response from the owner as of May 17th. I simply want a refund for the annual memberships as I now have to find a new gym facility and pay another membership fee. The manager cited a clause in the contract stating that individuals under 13 are not allowed, but my children are not members; they simply accompanied me to the gym for six weeks before this sudden rule change. I am seeking a refund of $78 for both memberships.

I am an employee of a special needs company called Help At Home. My 17-year-old client is enrolled in the Teen Summer challenge and asked me to accompany her for workouts. However, when we arrived, I was informed I couldn't stay without a membership and that it wasn't allowed due to liability reasons. Even though I don't intend to use the facility, I just need to sit inside to supervise my client. I explained this, but they denied me. I'm not seeking a free membership, just a place to sit inside while she exercises. Can someone assist me with a solution so my client can continue to participate in the summer challenge? Thank you for your attention to this matter. - Jennifer D. from Terre Haute, Indiana

Agreement no. 9[redacted]3. I informed the manager last week that I relocated and to cease charging me the monthly fee. However, I was charged again. I submitted a request through the corporate website last week to terminate my membership. A response acknowledged my request was sent to my local Planet Fitness. Recently, I was charged once more. Despite paying the yearly fee and signing up, I never visited the club due to my relocation. The manager verified that there were no visits on record, except for my initial sign-up payment. Since there is no Planet Fitness in my current area, I am puzzled by the ongoing charges. The manager insists on payment for previous months, disregarding my relocation notification. Refusal to cancel my membership without payment of supposedly past due fees is unfair as I never utilized the club after the initial sign-up. This is my second written request to cancel the membership and cease charges.

I visited the gym to cancel my membership, completed all the paperwork, but was informed a manager had to override due to my distance. They promised the manager would call the next morning, but I never received a call. After contacting them multiple times today, they said the manager would call me, but she never did. Despite giving her time, she still didn't reach out. I expressed my frustration to them, and they assured me she would call before 2:30 p.m., yet it's now 3:30 p.m. Planet Fitness charges $60 to cancel, but their cancellation process is proving to be quite inconvenient.

I am extremely disappointed with the service provided by Just Gym at Meadowdale Mall, a branch of Planet Fitness! I have contacted them multiple times to address an issue, but nothing has been resolved. If they cannot fulfill their promises, they should not advertise promotions! When I signed up for the gym, it was based on the belief that I had won a free month in April. However, I was charged instead. Despite contacting them, they acknowledged the free month in my profile but failed to apply it. This situation has been reported repeatedly without any action taken. Now, not only have I been charged again, but I still have not received the free month I earned. This ongoing problem is unacceptable. I have been assured the issue would be resolved, but I am left with the same outcome each time. In addition to providing the free month I won, they should also refund me for the last two months of membership fees. The level of service at PF is truly disappointing.

My name is Darren Simmons. I am a 53-year-old male. My 14-year-old daughter and I visited the [redacted] Oakland store to purchase a membership for both of us. However, due to the disrespectful behavior of your counter staff, particularly a young black female, we have decided not to continue with our membership and will advise our friends to cancel theirs. We felt ignored and shocked by the use of profane language in front of my daughter when the young lady shouted at us, "I'M TRYING TO DO MY JOB. IF YOU DON'T LIKE IT THEN LEAVE." The incident left us devastated. I chose not to confront her to avoid causing a scene in front of my daughter. Your mission states being welcoming and inviting, but we did not experience any of that, only shame and hurt. I hope you will address this matter promptly and effectively. Please feel free to contact me regarding this issue. Thank you for allowing me to voice my complaint. Sincerely, D. Simmons.

I have experienced some uncomfortable interactions with the staff at Planet Fitness. Despite the brand's "judgement free zone" policy, I have received dirty looks and eye rolls, which has made me uneasy. Recently, my boyfriend overheard a male staff member speaking poorly of him in the locker room, even though the staff member was not in uniform, he was recognizable. Additionally, when I called to inquire about Day Passes for a guest, the associate was quite rude to me. Although I typically avoid complaining and appreciate Planet Fitness, I am considering canceling my membership due to several negative encounters with the staff. It would be appreciated if this behavior could be addressed, as it appears that many others, including my friends who are also members, feel the staff is not welcoming or friendly.

Hello, I frequently visit your Edwardsville location, and each time I am there, I have observed the behavior of your employee, Katie. I have noticed that she greets white guests but does not do the same for black guests. This behavior has occurred more than once, and while I usually try to give people the benefit of the doubt, her rudeness is becoming too much to ignore. When she is at the register with other staff members, I would prefer not to interact with her. Some staff members greet customers, but Katie often rolls her eyes and frowns. If she is not comfortable working with all races, she may not be suitable for a customer service position. I do not wish to pay for a service and feel disrespected in return. There are plenty of other gyms to choose from besides Planet Fitness. I do not have her last name, but she was there at 5 pm CST. I do not require a follow-up or an apology; I will see if the situation has been addressed when I return.