Planet Fitness Customer Service Issues

I recently signed up for a Planet Fitness black card membership at the new location in my area. However, I faced challenges attending the orientation due to my work schedule, and trying to schedule a personal training appointment proved difficult as well, with limited availability after 4pm. Despite being willing to accommodate the busy schedule, the only option offered was at 1:30pm, which is inconvenient. It's frustrating to be unable to access services or have to take time off work to use them. Opening a new facility, I expected better staffing to meet the demand. Additionally, my mother also faced a negative experience with a staff member while doing her 30-minute circuit workout. The employee was rude and seemed annoyed by her presence during a class. This encounter has made me question my decision to join, as the service quality doesn't align with the positive reputation I had heard about the company.

I'm Kathy O., and I wanted to discuss an issue I'm facing with cancelling our club membership for my husband and me when our contracts end on 8/18/19. After visiting the Bloomingdale, Illinois club on 7/26/19 to express our desire to not renew in August, the manager advised me to return on 8/10. However, upon my return, I was informed the manager was absent and that only he could handle the matter, pushing resolution to 8/12, too late for my contract's expiration. Conflicting information provided, where one staff said the contract renews automatically, and the manager stated otherwise, has left me frustrated. How can we find a solution to this?

Hello, I misplaced my black card and contacted the fitness center where I am registered in McArthur Oakland. As a driver covering various states, I inquired about getting a replacement. Initially, they suggested either picking it up in Oakland or receiving a barcode, which was acceptable. However, when I requested to downgrade my membership due to being unable to utilize the facilities consistently, the person I spoke with abruptly ended the call. After attempting to call back, they claimed it was the wrong number before hanging up again. Subsequent calls led me to a lady who offered the barcode but insisted I must visit Oakland in person to process the downgrade. Despite explaining the constraints of my traveling schedule, she expressed her inability to assist further. I find it puzzling why it's so complicated to make changes to my membership at Planet Fitness.

I am concerned about an issue at your Cleveland Tenn. Club regarding a member named Steve Morgan. As a heart surgery patient, I need to be cautious about infections. Despite the club providing cleaning supplies for equipment, Steve does not adhere to this practice. He disrupts others with constant coughing and rearranges equipment without returning it. Even when staff addressed this, Steve showed disrespect and did not change his behavior. Additionally, his attire has been deemed inappropriate by female members. His actions are unsettling to many, and I request a resolution. It may be best to consider barring him from the gym to maintain a positive environment for all members and alleviate staff from constant complaints. I appreciate your assistance in addressing this matter promptly to ensure a healthy and respectful atmosphere at the gym. Thank you.

I have been a member for years and recently encountered an issue with my current bank. I have a new account number and am worried about not having enough funds to cover the monthly charge in two days. I will be able to cover it on the 1st using my new bank account and going forward on the 17th. If the charge hits my old account on the 17th, it will result in additional fees. I am reaching out to someone at Planet Fitness for assistance since my bank is not being helpful and the manager at my branch is unavailable. I hope to resolve this before it causes more complications. Thank you for your understanding.

Dear Customer Service, I need to cancel my membership with your organization. I initially had trouble accessing the terms and conditions of your contract before committing to it. After receiving a welcoming email that included the T&C in small print, I realized the importance of thoroughly reviewing it due to my background in law and as a Benefits Advisor. Understanding the significance of fine print, I found that the T&C did not align with my expectations, and I no longer wish to be a member. I request a refund of my "start-up fee" and the entire membership cost by Monday, 8/19/[redacted]. If this is not resolved, I will take necessary steps to prevent further charges and seek legal advice. I am disappointed by this experience. Thank you.

I am having trouble accessing my online account because I can't remember my username or password. I updated my email at the club, but I am not receiving the reset email after multiple attempts. I checked my spam and trash folders, but it's not there. When I tried to register as a new user, my email worked fine, and I received the confirmation email with my agreement number. However, I was notified that I already have an existing account and cannot create a new one. I just need to reset my username and password for my account. My Agreement Number: [redacted]28 My Barcode: [redacted][redacted]6 My Name: Gary G.

I would appreciate it if you could address this issue promptly. The Columbia Heights club has been lacking toe clips for several months now. There are 10 bikes with 20 pedals, but no toe clips available. The General Manager, Jewan, has not effectively resolved the problem. Initially, he claimed the clips were on order, then mentioned that they are frequently stolen. I suggested that he acquire the clips so members could sign them out, a simple solution. My current choices are: 1. Cancel my Planet Fitness membership - saving $[redacted] annually for both myself and my girlfriend, resulting in a $1,[redacted] loss for the club. 2. Ignore the problem - not a viable solution. 3. Cancel my membership and come as a guest - saving $[redacted] for me, resulting in a $[redacted] annual loss for the club. 4. Seek help from Customer Service to properly equip the gym. Please provide your opinion on the best course of action.

I am struggling to get assistance with my Planet Fitness app. Unfortunately, there is no technical support available, and the customer service loop keeps directing me back to the same page. I am frustrated with the recent app update. When I tried to update tonight, it informed me that my iPhone 5c was not compatible with the latest version. I wish there was an option to maintain the old version that works with my phone, as many apps offer this choice. Despite having up-to-date phone software, I couldn't revert to the previous version or even access my account through the website. I attempted to retrieve my login details via email, but I never received them, even after checking my spam folder. This problem has consumed more than two hours of my time, causing me to miss a workout due to not having my access code. After contacting Apple, I was instructed to reach out to the developer for assistance. Kindly escalate this matter to the technical support team and request urgent contact with me. I am hoping for a resolution by the close of business tomorrow, Tuesday, August 19th.

I have been attempting to cancel my subscription for about 6 months now. I no longer reside in an area with a Planet Fitness facility and they will not process the cancellation over the phone. Despite upgrading my plan to include access to any Planet Fitness location in the US, I am being informed that I must visit the original branch where I opened the account to close it. This situation has led to over $[redacted] in charges and bounced check fees as I was not able to pay the monthly dues, which is why I have been attempting to cancel. As a mother of six, every dollar counts for me, and I have been unknowingly paying for a service I am unable to utilize. I believe that Planet Fitness should consider refunding the unused membership fees for the past 6 months. Thank you.

I need to cancel my membership. I previously canceled it but then reopened it. I have PTSD, and going to the gym is triggering due to the people there. Additionally, the staff is unhelpful and rude, making it difficult for me. When I tried to cancel, they were not supportive and threatened to charge me. I explained I had canceled before without a charge, but they had no explanation. Today, they charged me the annual fee a day early, which I cannot afford as I just started college. I'd appreciate it if you could cancel the charge and close my account without any fees considering the difficulties I've faced.

I tried to sign myself and a friend up for the club months back but due to financial constraints, it didn't proceed. I have noticed $70 deducted from my bank account for two months along with $34 as a bounced check fee for both. As I never completed the sign-up, I request that the money be refunded promptly. The situation has caused me significant distress and inconvenience. Despite intending to contact you earlier, my obligations as a nurse and in life made me postpone. I now have bounced checks for my son's upcoming wedding due to this issue. I expect to address this matter in person tomorrow morning and seek immediate resolution. I seek a quick response and the return of my funds to alleviate the stress this has caused. Thank you, Gayle E.

Good afternoon, I have been experiencing a recurring issue with late fees being charged to my account for the past three months. Despite requesting that the primary location charge the second payment option, which is my credit card, I continued to incur these fees. I recently spoke with the manager, who removed the incorrect payment account. I was advised to contact you regarding a refund for the last three months (including this month) of late fees. I will be visiting the club location to ensure the correct credit card information is on file. I appreciate your assistance in resolving this matter promptly. Thank you for your time and have a great evening.

I had leg surgery in May and contacted my local PF in June to request a hold on my account due to my recovery. Despite having a doctor's letter, the representative informed me that I had to visit in person to process the hold. After being charged, I spoke with a supervisor named Neil who agreed to place my account on hold until December but couldn't reverse the payment. Neil suggested a credit for two months upon my return to the gym. However, as a prepaid card user, I discovered that the payment reversal needed to be done by the recipient. Due to my mobility issues post-surgery, it was challenging for me to visit in person, making it frustrating that the hold wasn't processed earlier. I rely on a fixed income and needed the money for essential expenses like gas for medical appointments. I hope to receive a refund for the charged amount.

I joined Planet Fitness in July [redacted] and noticed a charge of $39.99 on September 3rd for an annual fee. I have only been a member for 2 months and this charge was unexpected. When I inquired at my local gym, they explained that the annual fee is billed 2 months after signing up, which contradicts what I was initially told. I was under the impression that I would be charged annually, as stated on the website. While I understand the billing cycle, the term "annual fee" is misleading if it's charged after only 2 months. I kindly request a refund for this charge. Thank you.

I have been a member at Planet Fitness in Barnegat, New Jersey since spring this year, enjoying the $10 per month site-specific membership with an annual fee. In August, I saw a $99 prepaid one-year membership offer and inquired about it, being assured I could purchase it as an existing member. I clarified that it should start on September 17/18, aligning with my current contract end date. Despite requesting this, the contract I received via email stated it would start on September 1. Numerous attempts to resolve this with the manager, John, have been met with unresponsiveness. I am disappointed that he has not honored the agreement made during my purchase of the special membership and that my calls have been ignored. I hope Planet Fitness will address this promptly and uphold their commitment to customers. -T.M.

My billing cycle starts on the 17th of each month. I became a Black Card member in January [redacted] but due to my demanding schedule of over 80 hours per week and coaching two wrestling teams, I haven't had the chance to utilize my membership. I tried to cancel it on September 12th, [redacted], but was told I would still be charged on the 17th as per the policy that requires canceling 7 days before the billing cycle. I believe I should not be billed for this month since I canceled before the cycle. I am dissatisfied with Planet Fitness and hope for a resolution. If not, I will inform my wrestling teams and their parents not to choose Planet Fitness as their gym.

Since the new Planet Fitness app has been released, there has been an issue with linking devices like Fitbit. I have reached out to support multiple times, and every response I receive is the same automated message. They acknowledge the problem, mention they are working on it, and claim to have fixed it, yet the issue persists. Initially, there was a plus sign in the upper right corner of the app that allowed easy linking of devices like Fitbit and Apple health apps. However, now that feature seems to be missing. Without the ability to link devices, the app is only useful for checking in at the gym. It seems the only workaround now is to carry your phone with you everywhere and manually input your workout data. Please address this issue promptly and restore the functionality to link Fitbit and other devices to the Planet Fitness app.

In May of [redacted], I visited Planet Fitness intending to cancel my membership. The staff convinced me to keep it due to the cancellation fees being similar to the remaining contract time. I requested the cancellation for when the contract expired. To my surprise, in August, I noticed charges of $21.99 and $39 on my account. Upon inquiring, they informed me there were no notes regarding cancellation in my account, and my membership turned into a month-to-month payment after the contract ended. I asked for a refund of the charges, but as there were no notes, they only managed to cancel my membership. Unfortunately, I am still awaiting a refund for the charges. Any assistance in resolving this issue would be greatly appreciated. Thank you. - M.L.

I would like to cancel my membership. I have been traveling in and out of the country for a few years. When I first signed up, it was explained that monthly payments would be automatically deducted from my bank account, which I agreed to. However, when I returned from traveling, I found out I had missed payments. Despite having sufficient funds in my account, the money was not withdrawn due to inactivity. This led to issues with accessing my online account and utilizing the membership. Even after leaving again, I noticed sporadic withdrawals from my account by Planet Fitness, not consistently each month. I have proof in my bank statements that I had the funds available when the payments were not processed.