Planet Fitness
Reviews and Complaints

I am writing in reference to my account. I live in Manville, NJ 08835 and I have an account with one of your stores in Hillsborough, NJ (9045). I had set up a black account for both me and my son. One of their employees set up the wrong account for me and charged my card. I spoke with the Manager Jmial who was supposed to correct his employees' errors.

I went in to correct my account, he supposedly corrected my account to be only charged the $9.99 for the black card account, which he failed to complete. I am still being charged $24.95 a month, why?

This is so disappointing that this account has not been corrected, nor have they sent me or my son an email to inform me of late payment. I am so disappointed in this store's service that I am ready to write my review on BBB and Google on how this office does nothing to help their customers. I want my account closed and my son's to be left open. If I do not hear a response within the next 5 business days, I will reach out to higher authority,

If you have any questions, please feel free to contact me through email or phone.

Thank you

Aimee Aponte

[protected]

Hello,

I am a member at the Planet Fitness located in District Heights, Maryland. I have been a member since the gym open. Currently, in the men restroom, there are several sinks, and urinals' out off order. I've notice this has been a problem for several months.

Also, there are constantly several workout machines are out or order. On several of the bike machines you can't ride the bike because the strap to put your feet in are broken. This is constantly a problem.

Lastly, the water machine give out hot water. As a paying member, I should have better quality services then this.

Please assist!

Thanks!

My husband and I have gone to the PF at 89 E Towne Mall, Madison WI, for years with no issues. Recently, staff has backround music so high that I can't even hear the TV through my earbuds. When I asked staff to turn it down, they said "ok" but left the volume still too high to hear TV. There are a number of retired people going to that center. I don't expect the staff to have music I like, but I do expect it to be played at a volume that is not intrusive and stressful. we complained directly to staff on August 5th and 9th,with no resolution. I am sure that corporate has some standards on this issue, and I would like the music played for the patrons, not the staff.

I was charged for a membership by Planet Fitness I never signed up for. The gym I was at previously went out of business and sent us a letter that they would transfer our accounts and all we would have to do was stop in and sign up to make it as easy as possible for us. I never went in and signed up yet I was charged monthly from then on. I never gave them my credit card information, nor permission to charge me. I never signed a contract or agreement of any type. I never received any information of any type from them that I "had a membership" or was being charged. I had never received a membership number or any way to even go in the gym if I wanted to. I went to the location and told them I needed it cancelled and I wanted a refund. I was told " since this isn't a planet fitness account, we cant refund you". All in all I was charged almost 600 dollars from roughly November 2019 to June 2022. I didn't know one business was allowed to give any entirely different business your credit card information and for that business to just charge it without consent of any kind.

I have been trying to close my account since 2020. I called in 2020 and they said it was cancelled, I called in again in 2021 and again they said it was cancelled. I finally stopped in on August 3rd and they said I cannot cancel because I owe a balance of $96.

PLEASE CANCEL MY ACCOUNT!

Lorenzo Masi

253 Washington Crossing PE Road

Titusville, NJ 08560

Hi I just joined plannet fitness and was very happy usually I go in the mornings, today was my fourth day to go but I went around 6.45pm and I was on workout tridemale, received phone call from my Costco pharmacy I was just answering, the manager come very rude way he stopped me to talk with my pharmacy, I did not know not allowed cell phones be answered, never mentioned when I registered, I am just new, plus there is a way to talk to the members, but this manager he was very an professional, it's located this planet fitness in Windsor at

7155 Enterprise way, please can be Handel this matter otherwise I will never go that location anymore and I will cancel my membership.

Thanks

Ezabel tomas

7/23/2022 and every day. I have complained constantly to no avail. I'm trying to work out while listening to my audio books. I even have a noise blocking headset, yet still the music is too loud. I notice that everyone is wearing either ear buds or a head set like me. No one want to be told what to listen to, why doesn't planet fitness understand this? It's so 1980's in philosophy.

Hello one thing I never do is complain but one of your staff workers has a attitude to be desired. Ive just started membership, now I may move on to another facility, as Ive never had rudeness in other facilities Ive been before. I think her name is Incaras or something like that, w/rainbow hair. Even though a lot she told me was correct info, her attitude sucks, Im not going to a workout facility to feel uncomfortable going in because of this bad apple, she really needs to learn customer service and courtesy. I didnt go in to detail but seriously, nice goes a long way that she seems to lack

this place:

2540 Barrow St.

Abilene, TX

After a serious accident a few years ago left me in a wheelchair I have worked towards regaining my mobility. It has been a long battle and I can now walk unaided. I do however still have some problems due to my injuries that prevent me from wearing regular shoes. I am only able to wear slip on shoes (closed toes) with a small raised back of about 1 inch as I cannot wear a regular raised back shoe. My shoes have an elasticated high front which keep my feet securely in place. My shoes have a wide deep sole and a good grip and are not sandals. I actually hate having to wear these shoes!

Coming to the gym to walk on the treadmill for the past year is very important to my recovery. Today I arrived at the Gym in Eustis, Florida 06219 and was totally surprised to be confronted by your staff and told they consider my shoes unsuitable and against your policies. I said I always wear them and never had a problem before I then tried to explain the reason, I need to wear but I was told I had to leave and go home and change my shoes or buy some regular shoes.

I tried to explain to the manager Shaniqua (who I have never met before) that I am trying to recover from a serious injury, and these are not sandals and surely there is some leeway for those with disabilities and I was shocked and embarrassed when she loudly stated, ‘Does this look like a hospital or medical establishment?’ I said I cannot wear any other shoes, but she just said I had to go and buy some It was the policy regardless. I said I would now have to cancel my membership as I won’t be able to come on the treadmill anymore and she replied with…. ‘No, you just need to buy some regular shoes or crocs that have a strap on them’

I was very upset and did say I was pissed. Shaniqua then started to say that she could tell by looking at me that I am the type of person who likes to cuss and swear at other people. All I was trying to do was explain to her and try to find a compromise so I can continue my rehabilitation, but she said she could tell I was annoyed and the type of person who will cause a disturbance! I felt she was just looking at me and making assumptions and judging me. (No judgement free zone there!) I thought she was actually trying to goad me into confrontation. There was no care or consideration at all. I understand that you have important health and safety polices to protect members, but my shoes are not sandals and are closed toe and THEY ARE ALL THAT I CAN WEAR. I actually felt I was being shamed because I am different and unable to now wear regular shoes and I thought that Planet Fitness did not discriminate against anyone but obviously this does not include those who are struggling with a handicap or disability ….

I canceled my membership October 2017, they told me my refund would be $1139. When the refund hit my bank it was only $765. They only gave me credit for June 2019 until July 2022. The guy would not answer my text message until I questioned him not at answering my text message. He then told me he responded to me twice he only responded once. He gave me no reason why they shorted my refund I feel it is owed to me they took the money without my permission and then lied. I have a copy of all the emails I can show you. I’m contacting you because I really do not want to go to court but if I am pushed in a corner that I will

I haven't been into any of your clubs since roughly 2018, due to health issues that required surgeries. However, since this time I have been charged monthly. I went into one of your location to cancel my membership and got a confirmation on 5/20/2019 since I hadn't been there since 2018. Wasn't sure why I was still being billed. I reach out to the club and was told I had an additional membership at another club (how is this possible). I want my money back from all the time I wasn't coming to your club.

The staff is very rude all the staff is not rude but there was a lady working on friday night she was having very rude behavior .I asked her to turn on massage machine but she refused to turn it on, so if I’m getting black card membership so she is not turning it on so I want my money back.This gym is located in 1270 west captial Ave,sacramento 95691. So i wanna cancel my membership due to your staff behavior and i want my full money refunded.

My location is the New Leaf gym in Wichita, KS.

-I was charged for a renewal fee even though I have no intention of renewing. I have been trying for 5 days to reach the manager, to no avail. I leave messages every time. I've even gone in person, in hopes of catching him. I've asked to speak to a supervisor (someone higher up than the local gym manager) and have been told there is no one.

-I attempted to go in to my location to cancel my contract that they renewed without my permission. They would not allow me without making a payment.

I have had a black card membership for

YEARS... I only do so to use the heat bed and total body. I have to argue with certain staff members to even get 20 minutes on the heat bed. I have to get up... find someone and start over when all they have to do is set the maci for twenty minutes. Sometimes, I will try to call the front desk but they do not answer... I will get up and they will be at the desk. Ridiculousness. Bellevue NE planet Fitness... unbelievably poor service

I have been a member at your Coconut Creek Florida for a very long time since day one PF opened. The incident today caused me to cancel membership due to Maddie playing manager while John the original manager was not available. I never had a problem since have started until today. I walked in and gave the young lady my name and phone number and offered my photo ID as I do not like bringing in my $1400 cell phone for fear of losing it, as I did already at this GYM. Maddie had it in her head that my IDF was not enough and she is doing me a favor of allowing me but next time I must have the APP loaded into my phone or I would not be allowed in. I told them that is ridiculous as my ID issued by the Stae of Florida is enough for the Local and Federal Government as she is overreaching her authority to request that I use their APP or not be allowed in. In frustration, I explained this is not the right attitude to take as she does not know what she is talking about and because one asks that this is a policy and not a statute or law she is incorrect for requesting anything more than my ID. She stood her ground stating that I can leave if I don't think she is correct. In turn, I stated how about canceling my membership and did just that. John the actual Manager I know him and he is very pro-customer. Very nice guy and a people person, I asked to speak to him and naturally, she lied and stated he is unavailable and she is the manager. Well, that was disappointing as she did not know the answers to any of the answers I asked her. Here are two of several I asked: if someone does not or left their phone but has their wallet do you turn them away or accept their ID? If a person wishes not to bring their phone with them as it presents a distraction and safety hazard to them as they are handling heavy equipment, do still insists they can not enter due to corporate policy? as you can see how absurd the whole situation was, and she of course was not thinking as she was talking. I understand there is a shortage of labor but Maddie does not it the bill as management and should be retrained or fired. I spoke to the friends and 3 had similar experiences. With that said there are bigger issues for that branch to deal with and corporate need to retrain underling management in training to listen before talking as she was clueless of any answers and was speaking without thinking.

I wanted to cancel my membership, since I am not using the facility like I was in January/February. In fact, I have only been there 23 times since I joined in January 2022. I went in on June 14 because my next billing was scheduled for 17. I was told I would need to pay for an additional month with my last day at gym July 16. I was told I needed to cancel by the 10th of the month and that it was in my agreement and in the cancellation policy. I wrote a review about this on June 14 and received a response stating the same thing. I reviewed the cancellation information on my agreement and in the legal tab in the PF app and under cancellation there is nothing that states the 10th of the month. I responded to the management's response, and I have not received any thing back to my response. Your advertisement that you can cancel anytime is false!

My name is Kenneth Lurix, 235 Harborview Ave, Bridgeport, CT 06605

I was a member of Fairfield, CT since 2009 until April 23, 2022. I paid $137 to renew my membership until March 2023. The manager told me I must pay this to keep my membership. I am blind with heavy contacts on both my corneas so I can see. People call me a hunchback because I have scoliosis. I need exercise to keep my bones functioning. I am 74. The manager Karen cancelled my gym membership on April 23, 2022, and told me I can never return to Planet Fitness. She said that since she became the manager, she had been keeping a file on me. Finally she had had enough. She never told me about the complaints until she threw me out. I want about $100 of my membership back, please. She advertises 10 months at $10 a month. She said Planet Fitness never returns any money. Why was I terminated? I didn't bother anybody except, I guess, Karen.

The Barnegat NJ PF requires credit card and checking account information plus your personal information, all of which they save and use, just to join the gym. If you are not a financial institution, you should never require this. It is a huge Christmas present for fraudsters. I would know. I headed digital fraud prevention or one of the largest banks in the world.

PF first said they are doing this for customers to make it easier in case their credit card fails. This is not about customers. This is only for PFs to debit your checking account directly in the event you stop payment with your credit card. Last year they finally agreed to let me pay 12 months in full for black card service, credit card only.

That year has expired and they refused to allow me to do it again. I could apparently do it for the lower service, but not the black card. I need to visit different locations which required the black card service. I asked to speak with someone in charge above the local manager and I was given an email only— and i got no response to an email request to discuss this. I tried their online chat, and they said the local manager decides. This is insane. I am a heart patient that uses PF for cardiac strength training. That stopped dead last week. Shame on PF.