Planet Fitness Customer Service Issues

There was a flyer in the dressing room specifying that masks should be worn if within 6 feet of others. While aware of the mask exemptions in Alabama due to being 61 years old, I noticed some clients freely working out without masks while maintaining distance. Despite following the distancing rules, the manager singled me out as I was leaving and beyond the bar, instructing me to wear a mask. Feeling harassed, I told her I was leaving and didn't want to be bothered. This experience has made me reconsider continuing at the gym as I believe the manager unfairly targeted me, ignoring other clients' behavior. I have reached out to Corporate and Investing, hoping someone will address this situation. The manager's actions felt like age discrimination, and I am upset.

There is a female club member who brings a loud personal music device into the shower and stays there for about an hour with the music blaring. This has happened on multiple occasions, and it ruins my club experience after my workout. The staff are aware of this, but last night she did it when no female staff were on duty. There are several rude members at this club who use their phones and personal music devices in a disruptive way. Some occupy equipment while texting, ignore cell phone use policies in the lobby, or have loud conversations on their phones in public areas. These behaviors affect those of us who follow the rules and detract from the overall gym experience. I feel that there should be policies in place to address and potentially revoke the memberships of repeat offenders who disrupt others.

I am seeking assistance with a refund due to my health circumstances during the pandemic. I have been unable to use the gym because of my compromised immune system. Despite trying to cancel my account through mail as instructed, I continued to be charged for the last four months unexpectedly. I recently went to cancel in person only to discover I had already been charged for the current month. The staff tried to dissuade me from canceling and suggested freezing my account. Given these difficulties, I would appreciate a refund for the months I did not use the gym.

I recently noticed that a $39.00 annual fee was charged to my checking account by Planet Fitness, causing an overdraft. I am aware of my account balance and impending charges. I will be making a deposit on 10/2/20 to cover it. I spoke with the manager at the Saratoga Springs club, who explained the charge usually occurs in April but took place in October due to COVID-19. I believe I should have been notified before the deduction. This incident has resulted in a $30.00 bank fee, making a total of $69.00, with this being the second time I've been overdrawn due to Planet Fitness charges. I sought a refund from the bank as advised by the club manager, but they declined. I kindly request Planet Fitness to refund the bank fee, considering the challenges brought about by COVID-19. It feels unfair to face penalties for a lack of communication regarding the annual charge deduction.

I have recurring dues deducted from my checking account, with an annual charge of $39 scheduled for April 1st. Due to Covid-19, Planet Fitness charged my account on October 1st without notifying me beforehand. This led to an additional $30 bank charge for insufficient funds. Despite my two instances of insufficient funds being related to Planet Fitness charges, they refused to assist. I believe Planet Fitness should cover the $30 bank charge caused by their unexpected withdrawal on October 1st. I am diligent about monitoring my account and this oversight has caused financial strain. I am requesting a refund for the bank charge incurred. Regards, G.M.

I recently encountered an issue with fraud on my credit card and the credit card department blocked it, sending me a new one. They assured me all charges would transfer seamlessly. However, when I returned to the gym in June, I realized my monthly payment hadn't gone through. The staff mentioned the payment bouncing back. After providing my new card, I was surprised they had not informed me earlier. Upon reviewing my statement, I noticed additional charges for late fees totaling $45 along with other fees. When speaking with the manager, Dami, she was unhelpful, stating it was my responsibility and being rude. I am disappointed in the situation and seeking assistance. Thank you.

I recently had a negative experience at the Kings Auto Mall location with an employee named Julie. She was disrespectful and made threats towards me, which made me very uncomfortable. I believe this behavior needs to be addressed immediately. I can be reached at [redacted]. Thank you. -Sarah

I would like a refund for a charge made today on November 2, 42, totaling $22. I did not agree to this deduction when I signed up with your service on September 19. During registration, I explicitly mentioned that I opted for a monthly fee and not an annual membership since I will only be using the service until December. Waking up to this unauthorized debit is alarming because I have not even been with your company for two months yet; it is barely November 19. I feel this is unjust and unprofessional. Despite trying to contact customer service, waiting for 40 minutes to an hour without any response only adds to my frustration. If this is not resolved promptly, I will have to escalate this matter to my bank or other relevant authorities for further action against this unauthorized charge.

Planet Fitness charged me $39 on October 1st. On October 2nd, I spoke with Mr. Danny Corporate (administrative person) and he said he would cancel my account and send me a check for the amount charged within the next 2 weeks after my report. Today is December 5th, and I have not received the check or heard from Mr. Danny. I have left him many messages but he has not responded. I need someone to resolve this for me.

I canceled my $20 premium gym membership online in early October due to not using the gym since before CoVid. However, I was still charged membership fees for October and November. I canceled my membership again in December and am frustrated about this situation. I am considering returning to Planet Fitness but my recent experience has left me unsure.

Hello, my name is Osvaldo G. L. and I am a member of Planet Fitness in Puerto Rico. As a police sergeant, I have been attending the Guaynabo club with my colleagues since it opened. Recently, I have encountered an issue with the dress code. Despite consistently wearing appropriate training attire for the past two years, I was informed that my current pants are not acceptable. I seek clarification on whether there have been changes to the club's policy as Planet Fitness is known for being a judgement-free zone. I would appreciate a prompt response to resolve this matter. Thank you. Best regards, Osvaldo G. L.

I reached out to the New England regional manager via email on Friday night, but I am still waiting for a response regarding my son's membership ([redacted]) at the St. Albans location. He signed up on 11/30/[redacted]. We were charged $10.70 on 12/17 and then $41.73 on Jan 4th, which we were not expecting. Planet Fitness explained this as a yearly membership charge, but we are requesting a refund for the $41.73. Last year, Alex had a membership and we were only charged the monthly fee without any additional charges. When I tried to cancel the membership recently, I was denied and not allowed to transfer it to another family member. I believe the charges were made too early as he had only been there for 1 day in November. I am concerned about being charged another membership fee when Alex returns in the spring. Hoping that this was just an error in the system, we are requesting a refund and reconsideration of the membership policies. Thank you.

I am reaching out about my time as a member at the Planet Fitness club in West Paterson, NJ. I have been a member for several years. When the club reopened in September after closing due to COVID, I decided to cancel my membership. However, I was advised to freeze my account instead and pay the annual fee in October. I agreed, assuming I could reactivate when ready. To my dismay, billing resumed in October even though I never returned. The club claimed the freeze was only for one month and refused to refund me. They implied I fabricated the initial conversation because the staff member I spoke to was no longer there to verify. I was also criticized for not reading an emailed contract update. Frustrated, I insisted on canceling my account, a process they said must be done in person, which seemed unnecessary. Calling corporate proved challenging, and they were firm about not refunding fees or canceling my membership. I expected better treatment from a company that prides itself on customer service. I feel compelled to share this disappointing experience with others.

I recently started using TrueBill to monitor my finances. I have discovered that Planet Fitness has been charging me membership and maintenance fees despite not being a member for a couple of years. I had a brief membership in [redacted] while living in New York but have been residing in California for the past two years and have not used their services. I have been unsuccessful in reaching out to them over the phone, which is quite frustrating. I would like to understand how I can reverse these charges spanning over two years and swiftly cancel my membership. This experience has left me disappointed, and I am eager to resolve it promptly. Thank you.

I signed up for Planet Fitness in June 19, [redacted], and since then I have moved states twice. Trying to cancel my membership has been a frustrating experience. When I attempted to cancel in California, where I currently reside, I was told I needed to do it in person at my original gym in Bowie, MD. This was impossible for me. When contacting my home gym in Bowie, MD, and North Bergen, they said I was no longer a member, but couldn't locate my account transfer. Even when I visited a Planet Fitness in California in November [redacted], they confirmed North Bergen as my home gym. After sending a cancellation letter as advised, I still discovered I was being charged through the TruBill app. Despite multiple attempts to resolve this, I have lost over $[redacted] in membership fees. The cancellation process is needlessly complex for someone who has relocated, and I have not received much assistance or empathy from the customer service representatives. Their responses have been unhelpful, stating nothing can be done and implying I missed a step in the cancellation process.

In April [redacted], during the Covid lockdown, I called to cancel my membership to avoid charges but was advised to freeze my account until I return. Despite not visiting the gym, I was mistakenly charged in January [redacted] due to my account being unfrozen. The gym rectified the freeze status, but I need to contact the General Manager, Juwan, for a refund. Unfortunately, my attempts to reach him have been unsuccessful despite leaving multiple messages. I would appreciate a refund for the January charge while my account was inactive for nine months.

On January 28th, I sent the letter below to Planet Fitness regarding my brother Jihad Qasim's account issue, but have not received a response despite following up on February 8th. The staff member I spoke with on January 26, [redacted], directed me to have my brother come to the site to cancel the account, even though he is unwell. After numerous attempts to resolve this over the past three years, including contacting corporate, the account remains active and fees continue to be deducted. I have documented all interactions and transactions and request a refund of the fees taken and immediate closure of the account to cease further unauthorized withdrawals. I will be escalating this matter to the NYS Attorney General’s Office and the Better Business Bureau if necessary. Your prompt attention to this issue is appreciated. Thank you, Yolanda Z. Madyun

Subject: Membership Cancellation Issue To Whom It May Concern, I'm reaching out regarding my Planet Fitness membership at the Alhambra, California location that I tried to cancel in March [redacted] due to the pandemic. Despite following instructions to cancel via the web portal, I was recently charged $10 on March 17, [redacted]. After speaking with a representative and then a supervisor named Nancy, it was brought to my attention that my initial cancellation was not processed correctly. I have attempted to resolve this within the guidelines given to me but still received a charge and was directed to contact corporate for a potential refund at [redacted]. I am reaching out through this email as instructed to ensure my membership is indeed canceled and to request a refund for the latest charge. I will be contacting corporate as advised and can provide a hard copy of this email if necessary. I appreciate your prompt attention to this matter and look forward to a resolution. Sincerely, Vincent O'C. [redacted]

The audio cables for the treadmills are frequently not working or missing. It's frustrating to have to check multiple treadmills to find a working one. I've reported this issue to the staff several times over the past few months. Additionally, the treadmill controls are unreliable, with the last one I used having corrosion around the batteries. Regarding hygiene, there is one foam hand sanitizer on the wall and two pump-style sanitizers on the front tables. However, one liquid sanitizer mounted on a column is always empty. The sanitizers on the trash baskets, which also hold equipment cleaner, have disappeared but are still listed as hand sanitizer stations. These issues need attention to ensure a pleasant and safe experience for everyone.

I have been a member at Planet Fitness off Wesley Chapel Road in Decatur, Georgia for over 13 years. Recently, I received a cancellation notice that I did not request. On 3/28/[redacted], I urgently needed to use the restroom while shopping at the Dollar Store next to the gym. Despite being a member, upon entering and rushing to the bathroom, I was reprimanded by a young man at the front desk for not checking in first. Despite explaining my situation due to my age and health issues, he threatened to cancel my membership. This led to an unfortunate confrontation where I was unexpectedly terminated as a member. I kindly request to have my membership reinstated at another location free of charge. It is my hope that the staff receive training in conflict resolution and emotional management to avoid similar situations in the future.