Planet Fitness Customer Service Issues

I have encountered a situation where a group of individuals, seemingly racially motivated, accused me of napping in the TV room. Initially, there were questions about my prolonged presence until the following day which mainly came from a group of white individuals who seemed bothered by my continued stay. The situation took a stranger turn when a white woman and a young girl entered the room late at night, and the woman left the child with me. Feeling uncomfortable with the situation, I left the room abruptly as this happened more than once. Ultimately, the woman lodged a complaint with the management about my presence. Following this, a staff member inquired about my extended stay as there were no available buses to go back to the station, especially since transit services here in Pensacola, Florida cease after 8pm. Subsequently, after discussing the matter with management, I tried to limit my time in the TV room. However, a new issue arose with someone tampering with the dimmer switch, and I am unsure if this is directed at me or others in the facility.

As a former member, I wanted to address an issue with your current TV advertisement. The sound of a ringing telephone in the ad strongly resembles that of our cable company-controlled phone, causing confusion. I was wondering how long this ad will continue to run with this sound effect. It appears to be an unintentional background noise but can be disruptive as it prompts unnecessary phone checks. Perhaps editing the sound in future airings could prevent this confusion. I could notify you each time I hear the ad to provide feedback. I recommend reviewing the ad in the market that includes my area to understand the issue better. Thank you, Steven M.

I visited my local Planet Fitness in Hyattsville, MD on July 11, [redacted], at 10 a.m. When I entered, I noticed two employees at the front desk looking at me and laughing. I greeted them and handed over my membership card to be scanned, but one employee commented on my shorts, mentioning a length policy I was unaware of. Despite having worn similar shorts there before, I was told it was against the rules. I was puzzled as my shorts were not unusually short, and I have seen others wear less at the gym. I feel uncomfortable about the policy, especially in a diverse neighborhood. I have reached out to the manager and corporate office but have not received a satisfactory response.

I recently tried to sign up for a membership, and they requested my checking account and routing numbers for automatic payments. I am uncomfortable sharing this sensitive information due to the risks involved if something goes wrong. I had a membership in Northville, Michigan, but had to cancel when I moved. I am hesitant to provide my checking account details and prefer to use my Visa for monthly payments. While I understand this may be your company's policy, I urge you to consider the potential consequences for customers. I do not wish to receive emails justifying the safety of this practice. One possible solution could be using a card with the routing and checking numbers available at Walmart for limited transactions.

As a current Planet Fitness member, I wanted to share a concerning incident that recently occurred at the gym. I regularly use the showers, and one evening a male employee entered the ladies' locker room to clean while I was there. Thankfully, two other female members who were present informed the employee that someone was in the shower and that it was inappropriate for him to be in there while the locker room was in use. The employee acknowledged their presence and left after being told about my presence. Upon leaving, I noticed a sign stating that an employee was cleaning inside, which was not there previously. I believe this situation should not be overlooked, as it made me feel uncomfortable given the circumstances. I believe further action should be taken to address this issue.

Hello, I have been a member at Planet Fitness without any issues until today. When I used a hydro bed, I accidentally chose the wrong one, even though they were all empty. A staff member, who I believe is an assistant manager, rudely informed me of my mistake. This particular lady has been consistently unpleasant towards me, which has become very frustrating. This incident occurred at the Planet Fitness located on 14th St in Bradenton, FL. In the past, I have never encountered any problems at this gym as I had been a loyal member of Youfit for seven years before switching. I am considering quitting Planet Fitness due to this ongoing rudeness and might return to Youfit instead. I confronted the woman about her behavior, and she simply told me to have a nice day. Her disrespectful attitude is unacceptable. My name is Tammy S. and I frequently visit the gym.

About two months ago, charges were made to both my bank account and my mother's linked account, resulting in a $32 NSF charge to mine. Despite my account having insufficient funds, they proceeded to charge my mother's account as well. After reaching out to them, they offered no assistance and directed me to contact my bank. Thankfully, my bank refunded the charge. Subsequently, I cancelled my membership with PF. Today, I was charged once more, incurring another NSF charge. Last month, I missed a charge notification as well. I have not utilized my membership for over two months, and it is unreasonable for them to keep charging me. I am seeking assistance in removing the NSF charge and permanently cancelling my subscription.

Hello, Today, a lady got into an altercation with me when I politely asked her to move to the next machine so I could continue with the 30-minute circuit. Despite her being loud, rude, and using foul language in front of her children, I went to the front desk where there was no manager available. The issue wasn't resolved, as she continued using one of the circuit machines without following the rules. It seems others are also not adhering to the circuit guidelines, causing frustration at the Cutler Bay Planet Fitness. I recommend regular reminders from staff about the circuit rules to prevent such incidents. Feeling unsafe after being threatened, I'm unsure about returning. It's concerning that the situation wasn't addressed, especially concerning the threat I received. Hopefully, security cameras can capture any future incidents. Sincerely, Patricia K. Bogus

I had a difficult situation at the gym today. I kindly asked another member to move to the next machine so I could follow the 30-minute circuit, but she became aggressive and cursed loudly in front of her children. Unfortunately, there was no manager on duty to help resolve the issue, and the lady continued to disrupt the circuit. It's frustrating that not everyone follows the rules. I used to enjoy this gym but now I'm disappointed. I hope the staff can monitor and reinforce the circuit rules more effectively in the future. The confrontation has left me feeling anxious, especially since the other member threatened me. I'm unsure how to handle this situation and I hope it doesn't escalate further. Sincerely, Patricia K.

On Sunday night around 8 at the Bryan Station location in Lexington, KY, my experience was not satisfactory. During the 75 minutes I was there, I noticed two desk employees were more focused on their phones and paperwork rather than cleaning or organizing the gym equipment. The Smith machines were left disordered by customers with heavy weights left on them unattended. Benches were scattered around, some in unsafe positions, and there was no effort from the employees to address these issues. This lack of upkeep was bothersome, and it seemed like the employees were not attentive to the needs of the gym members checking in. This negligence in maintaining the space was disappointing, especially since it has not been this bad in the three years I have been coming to this location.

On July 22, [redacted], I visited your Malden, Ma branch today with enthusiasm to enroll. Upon arrival, one of your employees abruptly asked for my bank information without a greeting. Despite confirming I had the information and expecting to start the sign-up process, he stood silently with a displeased expression. He then harshly mentioned a $29.99 down payment and that the $1 promotion had ended. When I inquired about the gym facilities, he gave brief, unhelpful responses. A friend/former employee of Planet Fitness suggested they should have offered a tour, which never happened. Reluctantly, I proceeded with the membership. Since the unsettling encounter, I have been bothered and seek a resolution for the poor service received. My decision to remain a member depends on how this situation is addressed. I trust a solution can be reached to rectify the interaction with your unhelpful staff. I have family and friends as members, and I may recommend other gym options unless this matter is addressed satisfactorily. My account number is [redacted][redacted]4 at the Malden, Ma location.

I am very disappointed with Planet Fitness. We registered our son, Paul, for the 15-18-year-old teen program in NY this summer because we were there for a month. We were told he could go to ANY Planet Fitness location. Paul enjoyed working out, but now that we are back home in Tennessee, he went to workout and was told he would have to pay $5 each time until he was three months into the program. It would be more cost-effective to sign up for a membership. It seems we were misled about being able to use the program at any Planet Fitness location, even locally or out of state. Now, he cannot use the three-month teen program. If we had known this information beforehand, we would have waited until returning to Tennessee. Very disappointed. -Dawn L.

I became a Black Card member in February [redacted], locking me into a contract until February 17, [redacted]. I later realized I needed to cancel in person to avoid monthly charges. Checking my credit card statements, I found charges each month since February. I contacted my local club but was told it was in the contract. Good customer service would have reminded me before charging. I've had memberships with better notification systems. I want a refund of $[redacted] for the last five months as I haven't used the gym since January. Planet Fitness's poor customer service frustrates me. After trying to cancel, I was pressured to freeze my membership until November. If this isn't resolved soon, I'll never return. I've had trouble contacting their toll-free number as well. If this continues, I'll have to involve the Better Business Bureau. Many of my friends and family across the U.S., particularly in New York, share my dissatisfaction and may cancel their memberships too.

I'm janice s., and I recently canceled one of my three memberships with your company. Unfortunately, I discovered that I've been unintentionally making double payments on one account for the past four months. While my other account has been paid correctly, I was troubled to find out that there was an error in the third account number. The local planet fitness branch where I visit explained that they have been using my secondary payment plan for this account, resulting in late fees being charged each time. This led to the unintended double payments for my disabled child's membership, which he couldn't even use. I admit there may have been a mistake on my part, but I would appreciate it if a reputable business like yours would reach out considering my other accounts are paid on time with the same routing number. I am disappointed by this situation and hope for a resolution.

I visited the Hauppauge Planet Fitness to enroll myself and my 14-year-old son. During my first visit, I was told I needed a checking account to join and that paying for a year upfront was not an option. I tried to sign up online and was informed that for minors under 16, I had to go in person to sign a waiver. Upon returning to the club, a different staff member said my son couldn't join as he was under 16. Conflicting information from what I found on their website left me confused. Can I enroll my son with me accompanying him as an adult, as your website indicates, or is this false advertising? If minors cannot join, why wasn't I informed earlier to avoid the extra trip? I'd appreciate clarification on these issues.

I am writing to share a recent experience I had at the Planet Fitness store located at Rising Sun and Adams on 07/30/[redacted] between 10 am to 10:45 am. While working out, I tried to use the biceps curl machine but encountered an issue. An attendant was preoccupied with his mobile phone and earbuds instead of cleaning the equipment, causing water to drip onto the machine's seat. Despite my attempts to get his attention, he reacted rudely and aggressively. Eventually, a coworker intervened, but the situation escalated. The lack of professionalism and disrespectful behavior I faced during this incident was extremely disappointing, especially considering my positive experiences at other Planet Fitness locations. I sincerely hope this matter can be addressed appropriately. Thank you for your attention to this matter.

I would like to update my billing address. Recently, I acquired a membership card at Downtown Crossing in Boston. During a visit to purchase a lock, I encountered unfriendly service from the staff. This included unhelpful gestures and impolite language. I felt disrespected and frustrated by the interaction, prompting me to express my dissatisfaction and leave without making a purchase. I plan to switch to a different gym location due to this experience. I request assistance from a customer service representative to update my billing information promptly. Thank you.

I signed up for a membership with Planet Fitness on July 16, [redacted], the last day for the $1 promotion. During sign-up, it stated my next billing date would be August 15, [redacted]. However, I was charged $1.79 on July 18 and $23.54 on July 24. I visited a different Planet Fitness location, where I was informed that I shouldn't have been charged until August 15, but they couldn't assist as it was not my home hub. At my home hub, I was told I was correctly charged for July 15, and that the $1 sign up was misleading advertising. I am dissatisfied with receiving conflicting information and being charged for both. I request a refund for the error or cancellation of my membership.

Two months ago, when I signed up for a Planet Fitness account, I wasn’t informed about an upcoming annual fee. I recently noticed my account was overdrawn by $42 due to an unexpected deduction made by the gym. Given that I work hard for my money, I find it unacceptable for them to withdraw without notice. Although the initial membership sign-up was thorough, this crucial detail was omitted. After contacting headquarters, I was directed to request a refund from my gym location in Holiday, Florida. However, upon visiting, the manager stated refunds are not issued on-site and that a request must be submitted instead of processing it as previously indicated by headquarters. Due to this inconvenience and lack of clarity, I have decided to cancel my membership to prevent any further unauthorized withdrawals.

During my training session today, I encountered an unexpected issue at Planet Fitness. Despite never having problems before, the "new management" informed me that I couldn't have my small bag (smaller than a lunch bag) with me, which only contains my plates and workout bands. This bag has always been inconspicuously placed on a window sill, out of the way. Now, I am being asked to store it in the locker room and retrieve items from it each time I need them during my workout. This disrupts my routine as some exercises require the bands or plates from my bag, and walking back and forth to the locker room is impractical and time-consuming. It feels unnecessary and inconvenient for such a small bag that poses no obstruction. I fail to see the reason behind this sudden enforcement of rules.