Planet Fitness
Reviews and Complaints

Having a policy that borders on absurd and makes a mockery out of the Covid health threat is one thing. After all, it's private property.

Having employees that enforce those policies in an unprofessional and selective way is another.

The Sierra Vista location requires masks only be worn when moving from one machine to another or moving anywhere else in the gym. People on machines are not required to wear a mask.

So when I walk eight feet from one machine to another I have to have my mask on, but not when I'm on a machine. OK, excuse me, but that's plain nonsensical.

Plus, at this location, there is an employee that enforces this policy selectively and in a discourteous manner.

I am seriously considering cancelling membership over this.

Nobody counts how many people gets in and out of the gym at door. Most of the time staff members chilling at front desk with no social distancing. As a professional company the behaviour of the staff is not acceptable. While sanitizing they only use one paper towel and just rub it on all the surfaces. So poor management at King George, Surrey, Bc canada location. I am thinking of changing the gyms if there will be no Proper care of customers at this gym.

You have a manager Octavio (he works early mornings on weekdays) at your Planet Fitness location who was heard telling another member of the gym that he was going to get a black member who he does not like "I am gonna get that [censored] thrown out of here."
I believe that is pretty racist and feel that should not be acceptable in any location. Based on some complaints that I have read on your site and others that racism is in your clubs and response is very slow.
I want to know what you are going to do to address this without media involvement?

We attended and signed a new sign-up membership Black Friday special 29 Nov 2020, the club branch management failed to completed and conclude has resulted that the is still unresolved and not resolved at this time.
Club management made various promises to solve my issues however to date I any receive excused.
Simply put the club have messed up with the admin to date still unresolved, it seems the Club manager have a nonchalant attitude about customer service after he said to my face in 72 I will solve this issue for you, (Andre [protected])

I singed up at Planet Fitness back in September of 2019 and did not use the services at all for about four months. I then went into the club and requested that my membership be cancelled because I wasn't using it. I was told that they would not give me a refund and that they would freeze my account for the four months and I could use the services for that time. Well, during that time Covid 19 hit the country and the gyms were shut down. I tried and tried to contact the club many times, to no avail - just waiting patiently for them to open. They opened up for a few weeks and closed back up again, during that time I visited my local club and requested to cancel my membership and requested a full refund for all fees charged. They charged me a cancellation fee and I never heard from them again. I will now contact the cooperate office.

I started my membership in December of 2019, which was great until the pandemic hit. We stopped going and were being charged up until June. I called customer service and they suggested a 3-month freeze on my account...COOL! He told me be sure to call back in September if I needed to extend it...as we all know, things did not get any better, so in September, I extended it again...again, same thing, call back in December if you need to extend it!
Well, I call back in December & guess what? I've reached my freeze limit. Well, nice to know 6 months later that there was a limit, so I had to resume my payments. I was charged 24.95 January 18th...STILL HAVE NOT GONE TO THE GYM BY THE WAY.
I decide to call customer service I think on the 20th just to see what I can do about cancellation. He tells me, in 5 days, the annual fee will be charged and that I cannot cancel without penalty until June. What?! Never was I told that freezing my account meant that the annual fee would still apply the following year, when I technically didn't have membership for 6 months. Customer service says there's NOTHING they can do, it's Planet Fitness' rules. I'm sorry, have we had a pandemic before that they decided rules couldn't be changed previously?
So, if I did not cancel my membership, I would have to pay the annual fee AND continue to be FORCED into a contractual agreement until June. So, when June comes around, and I want to cancel...I will have paid 2 annual fees and 10 months of membership fees for the gym that I could not step foot in. Also, no one told me if I was going to be stuck in an endless loop...did that mean inJune I'd have to continue to pay dues for the new membership year I paid for?
They expect doctors notes by the way, if you want to continue to freeze your account after your "limit." Crazy, right? Like giving your doctor's note to your high school coach. I wonder if sending the countless funeral programs that we've collected in our small city would work, too.
Anyway, I went in on the 24th and cancelled my membership for $58...plus tax, so $62.79. So, I payed $87.74 for my non-present membership this month. The person I dealt with today, was rude and acted like I was wasting his time. He did not ask WHY I was canceling my membership, he did not offer any possible reconciliation, did not bother to tell me his name or tell me anything worth a damn. Did not offer my receipt, which, of course I asked for. At least before the pandemic, the employees were kind and respectful. This is the location in Euless, Texas if anyone would like to know.
Terrible experience with a money-hungry company that really fooled us at the beginning of the pandemic like all was going to be good. I will say, the customer service over the phone was great, except for the fact that problems are really only resolved by going into the physical building, which is ridiculous during a time like this. I want Planet Fitness to be HONEST AND UP FRONT AND STOP TAKING ADVANTAGE OF PEOPLE DURING THIS DIFFICULT TIME!

I am issuing a complaint to the board because of how planet fitness corporation have taken advantage of their customers, during the pandemic. Because they already have our bank account numbers, they started taking money out of our accounts for payment, without letting us know that they were beginning, billing us again. They also took out money for an annual fee, $39, and we hadn't been able to use the facility for almost the whole year.
If you speak with their employees, they all say the same thing, "you are not getting your money back, you should have put a freeze on your account. Contact the corporate office."
And I couldn't find anywhere to issue a complaint on their website. Nor the address of the corporation to send in a complaint.
Well, how would we know to put a freeze on our account, when the pandemic is still going on, and they didn't notify us that they were going to begin billing our accounts. Most people do not feel comfortable, going to a closed in gym, in which anyone could be spreading COVID-19.
This is an injustice, that should not be allowed!
I want my money returned for 3 months of $10 in fees, and the $39 annual fee. Planet fitness didn't take into consideration how this may affect our bank accounts. Not having enough money in my account have created bounced checks and penalty fees, as a result of this!
At this point I am trying to work out these charges with my credit union, who I have been with, since the 70's, and never have ever bounced a check before!

(My Planet Fitness account # [protected])

I cancelled my membership because of medical reasons. I received acknowledgement of the cancellation from planet fitness. I paid what they required me to pay. Since then I have been receiving emails from a collection lawyer demanding money. I explain the situation to them but they ignore my explanation and continue harassing me. It has been a year and a half now. How do I get them to stop?