Planet Fitness
Reviews and Complaints

My name is Maria Arevalo and I am a PF Black Card member. My badge # is [protected]. I recently joined the gym at the Germantown, Maryland location. My husband Ricardo is my usual guest and this is our third week attending the gym together.

Today Saturday February 24, 2018 at 9:00 p.m. I went to the gym with my husband, as usual, and the young woman at the front desk asked my husband his id. My husband didn't have it with him at that time and we explained the attendant that it was the first time he was asked that. The woman insisted and said it was policy of the gym that every guest entering the gym needed to show his id when requested. The woman repeated the same thing once again. At that point, my husband didn't want to work out anymore and went out to wait for me in the car. I stayed there only 30 minutes because I felt uncomfortable due to the whole situation.

My complaint is first of all, for your lack of information to members of PF. No one at PF took the time to explain to us that guest policy NEVER ever - not even the first time we were there and we've been there around six times. If we would've known of course my husband would've provided his id.

And second, my husband wasn't trying to use the gym for free, I have the right to take a guest anytime I'm there. The young woman at the front would've been a little more courteous and said something like, "I'm going to let you use the gym today but next time please show your id before starting to work out, " or something like that. We would've felt better as we are good citizens of Montgomery County but in the contrary we felt mistreated and my husband feels very uncomfortable for the lack of good customer service at that location.

I am expecting an explanation to what happened and that someone at PF responds to my complaint by email at [protected]@yahoo.com.

I worked at planet fitness in Las Vegas nevada and manager is nowhere to be found no matter what notes you put that you short on some things letting him know that needing of more things let alone some maintenance still nothing happens and before you know I believe this [censor] is racist they don't know how to communicate with new hires and be thorough with job description before you know got a call from Adam saying don't need you on schedule that night I'm confused like what never told me why and so when I picked up my last checks he seemed to have a serious attitude problem this guy is a [censor]

Hello I bought membership last year under bettyjo watson I never got to use because I was diagnosed with a auto immune disease and adrenal gland disorder so I was on strict watch im now able to get healthy which is great because I was also diagnosed with type 2 diabetes... I never got to start my membership that includes never walking in getting my shirt taking the tour nothing.. I ended up leaving my job because I wasnt allowed to work.. So anywho I walk in yesterday to the gym in uniontown pa where I got my membership last yr as I guest to find out about everything.. I was refused a shirt I never got and was told I cant come back even as a guest because im in collection's... Because I closed out the acct because again I lost everything due to my illness.. How can I be in collections for something I never even walked foot in and used. Its crazy to me to promote healthy but turn ppl away... If I would of known this when I started membership I would of never done it sometimes commitments have to be broken.. Now I have to travel 20 mins away instead of 2 mins away to a complete different gym to get healthy and help my body come back to life.. This isnt okay at all especially when I never used it in the first place... And now 2 others I was bringing with me arent going to go there talk about no judgement. To be told I cant come back unless I pay all of what I couldnt and never used so im suppose to pay for a membership I never used thats makes no sense..

Before I signed my matric childs, contract, I ensure that I can cancel the contract November, as he will relocated to a university in another province.
Simphiwe - the consultant assured me that is fine. I paid the contract in full, cancelled it in November. Made sure with lana at reception all is in order.
Only to get multiple debit orders deducted, which I had to go to my bank to be returned - now I have to keep a R0 balance in my bank account, to prevent planet fitness Randfontein to deduct more money. A stop order not working
as planet fitness change the ref nrs each time. I went to the Randfontein branch a few times, spoke to Roeline - the admin manager, simphiwe the consultant he confirmed contract. Lana at reception also send emails to cancel contract. Still to today I receive sms's threating with legal action.

I give up! frustrated to say the least

This membership was not supposed to be a contract but when I tried to call and cancel the membership they stated that I was under contract to August. And this was not a contract this is supposed to be a month to month. So when the money is not in my account they hit my account like twice so I owe them like $300 every month out of my account. I tried to call and cancel it be customer service they stay that I need to write a letter in order to cancel it and then charge me a cancellation fee.

Whenever I go to Planet Fitness in Bangor, ME I go out of my way to be friendly and courteous to their staff. That just comes natural to me.

I was previously a Customer Experience Coordinator at TJ Maxx and am now a Billing Technician at Penobscot Community Healthcare, so I am pretty used to dealing with people on a daily basis.

I have always thought that excellent customer service and sales reps are the two most important things that any business needs to be successful.

That said, I have experienced two great customer/sales and two bad customer/sales experiences courtesy of Planet Fitness Bangor over the past week. The good did trump the bad, but the bad could have lost Planet FItness, not one but two Black Card memberships, one for me and the other for my wife.

I had a billing issue that all about $20.00 for a late fee of $10.00 on mine and my wife's account when I knew there was money in the account at the time of the attempts to auto withdraw our membership fees.

When I called I spoke with a employee who I didn't herself as Assistant Manager Lisa. I informed Lisa that the account that should have billed for both my wife and I was not being billed and that instead another account was being billed when the funds were indeed available in the correct account.

Now, even if my perception of the issue was incorrect, I believe first we take the customer at their word, investigate and if there is differing information which contradicts what the customer perceived, then educate the customer and walk them why the misconception might have taken place without belittling them or becoming aggressive when the customer does not agree.

Lisa was one not friendly and persisted on continually repeating, each time more aggressively and more unfriendly, that I was wrong until finally she told me she would call the billing company to look into the further, and continued to state that she did not see anything wrong after.

Later, Lisa calls me back to inform me that that the billing company confirmed what she had already told me and that she did not know what I wanted her to do. Her tone was awful and she did not seem to have any interest in a satisfactory result only in saying she was right and I was obviously wron

Now, when I refused to concede and informed her that I would if the problem wasn't fixed I would simply cancel both memberships. I informed her it was not the money, but the principal of the matter and most of all because of the bad customer service I got from her on resolving the matter.

Instead of offering any form of apology or expressing any value for our business, she simply stated it was our option and to do it and hung up. I even told her, you could have apologized when you heard me stated that you provided me bad service. Still no apology. Instead she became argumentative about being right about the billing. She seemed more interested in being right than doing the right thing by her customer.

Now, immediately after that I typed a letter of cancellation for both memberships and even expressed in the letter the reasoning and the treatment that led up to the cancellations.

After I got off work. I called Planet Fitness and spoke with Danielle. Danielle was great. When I told her about the phone call I made to Lisa and how Lisa treated me before hanging up on me. She was immediately apologetic. Which I found amazing because she had done nothing wrong. She was professional and courteous and expressed her disappointment in us cancelling our memberships. She explained to me that Planet Fitness always prides itself on great customer service and that Lisa is generally one of the best, without disregarding or belittling my complaint.

Because of that then told Danielle that she saved two Black Card memberships because of her great customer service and to let their Manager know to disregard the cancellation letter.

A few days later I was surprised to receive a notice via email that the both memberships were cancelled. I was surprised not because of the message I left with Danielle seemed to get lost in the shuffle, I know that happens, no problem.

I was actually surprised that Planet Fitness receives a cancellation notice with in a letter that states it was due to a customer service issue and instead of following up on it and attempting to save the memberships they just cancel them with no reaching out to express regret or appreciation for out business. I thought you get a letter stating that an Assistant Manager called a customer and was rude enough to get a cancellation of 2 memberships you would follow up before simply cancelling them.

I called the day I got the cancellation notice and ran into another bad customer service experience. This time from a gentleman identified as Dakota.I asked to speak with the manager and was informed she was not their.

I infomed Dakota of the cancellation and informed him I just wanted to know when the last day we could use our memberships and to explain the situation. As soon as started informing him of the situation that took place with Lisa and then Danielle he say verbatim "I don't have time for this, you're pissing me off, I'm 17 and don't have time for this: and then hangs up on me.

I call back and he tells me he doesn't see what the big deal was and that If I want the memberships I can just resign up in this foul tone. I tell him that I want the manager to call me when she gets there. He tells me that I come down there if I don't like it. I hang the phone and I call Planet Fitness Corporate to file a complaint.

I get a call back from Matt who is the Regional Manager for Planet Fitness and he is a mirror image of the excellent customer service I received from Danielle. He is nice, courteous, apologetic and empathetic like Danielle and just as professional and expressed the value Planet Fitness placed on us as members.

After speaking with him. I agreed to go in an re-up our memberships to Planet Fitness. Two extremely good customer service experience trumped two awfully bad ones, but why did it even have to come to that?

Planet Fitness used to have this amazing customer service across the board, but like Walmart they are lacking these days. I am just glad it all worked out in the end.

The common things in the bad situation:
Unwillingness to listen and constant interruption
Unwillingness to be friendly, empathetic and apologetic
Unwillingness to show value for the customers business

The common thing in the good situations:
Willingness to listen openly without any preconceptions
Willingness to be be friendly, empathetic and apologetic with great tones
Willingness to show sincere concern and value for my business and their representation of the customers image

Thanks Matt and Danielle. You guys are the only reason my wife and I will give Planet Fitness another shot for the second time. Hopefully customer service and customer retention will become of greater emphasis at Planet Fitness.

My husband works for Planet Fitness as the trainer and ive been going to the gym for a year now and ive never really had any complaints until recently and I feel like because I'm his wife they aren't dealing with my problem. They don't seem to really care. A few months ago there is this older guy who comes to work out around 4pm everyday the same time I go. I was working out by the hip abductor and this older guy comes by me standing in front of me asking how to work machine I was on and what does it work on all the while staring at my crotch. After he realized I wasn't going to talk to him he left and my husband who was next to me told the manager and they put a note on his file and the manager had a chat with the man. Now since then hes been getting a lot more compaints from other people and hes been talked to so many times by all the staff members.

On Saturday 1.20.18 I was working out again with my husband back in the same area on a different machine and of course the same older man comes up and starts talking with me saying the had the same color hair as me when he did have hair and commented about my freckles the whole time looking at my chest! I didn't respond to him I was scared. When he was gonna leave he smiled at me the creepiest smile ive ever seen and said Thank you. I immediately left and told my husband and he told the assistant manager on duty and than called his manager. Nothing is being done about this and I was promised a safe environment in which EVERYONE feels COMFORTABLE working out here and that's not the case. I Specifically told them how uncomfortable I felt and nothing came of the complaint. I'm about ready to cancel my membership that is how uncomfortable I feel!

Never got to use the gym. When I signed up online, because I refused sign up on site because I didn't know my banking info, they assigned me to the wrong location. I went to use the correct location and they couldn't find my info. I couldn't sign up again because again I didn't have my bank info on me. When I went home and looked I found the sign up process did work but to the wrong location. I called and was told I have to a member for 3 months first before I can change locations. Also I found the staff over aggressive and too bold. I heard the manager comment to one of the female members, "owe your gonna get some tonight". Wow, not appropriate for the situation.

My fiance has a black card membership, and she takes me every day with her. We use the Planet Fitness in Gadsden, AL. There is a gentleman on the morning shift who has harassed and intimidated my fiance to the point of her not wanting to go there when he's working. He's followed her constantly to each piece of equipment she uses, and the other day took it too far. When she went in the room to get on the Hydro Massage bed; he followed her and stood in a supply closet right behind her bed the whole time she used it. They havery these two buckets of tootsie rolls that they tell you to take as many as you want. Well, frequently while we work out we will go up there and get a piece. No more than anyone else. The other day when she was leaving that male employee and what we call his girlfriend, who is also an employee there, we're standing behind the counter where the buckets of tootsie rolls are. My fiance walks by without getting any of the candy and he yells out to her, "not going to grab any today are you?" She called me when she got in the car because I hadn't gone with her that day. She was in tears because she felt so embarrassed, and also feels intimidated by his presence. My fiance is a very strong willed person, and for someone to make her cry takes a lot. I was furious. We both called up there, and the girl we call his girlfriend answered the phone both times. She wouldn't release his name or let us talk to a manager. We don't know what to do about it, but I frankly am very upset with this "gymtimidation" coming directly from staff.

When trying to sign in as a guest with my girlfriend one of the staff members, a male, asked for my ID . Confused as I have came here multiple times and never have they asked for my ID but had me sign a sheet . I told the staff member this and he said I needed my ID when I tried to continue my explanation of past events in which I was never asked for my ID a second staff member, a female, quickly interrupted me speaking trying to stop me from continuing by saying I'm a passive aggressive manner" well this time you need to get your ID" . Taken back by her response I told her that I would go get my ID but there was no reason for here to interrupt or be rude to me

An employee by the name
Of Jacqueline has been extremely rude to me. Every single time I walk in she is so rude to me. I tried to buy a water the other day and she ignored me and another employee had to walk over to allow me to pay. She needs to get her attitude checked before she loses her job over it. I don't know if it's just because she feels threatened by women or what but she needs to get that stick out of her butt.

I have a membership at the Fort Washington, MD location. I love the staff they are helpful and very engaging. My issue is with the lack of working machines. There are many treadmills that are not in good working order. Many have the heart monitor sensors missing or don't have volume on the live TV working. I was at the fitness center on 12/29 at 4:30 pm. Approximately 15 of the treadmills were not in working order. Either they had the heart monitor sensors missing, were totally out of commission or did not have working sound when I plugged my headset in.
I find it interesting that this location that is predominately used by persons of color is lacking the necessary equipment and maintenance. I have visited other clubs in affluent locations and have noticed that their machines are of a better quality and maintained and repaired quickly. As club member pay the same price regardless of location it would behoove Planet Fitness to honor its commitment to club members and ensure that all clubs are held to the same high standards.

I was a previous customer to a different location, I cancelled my membership from the previous location and decided to go to the new location which is in Greenbelt and the 3 reps where quick to dismiss my request to reopen my account and was told to go back to my last location. They did NOT tell me about the new deal they had after asking if they had any promotions and 1 day later I seen on TV about the $1 down and $10 a month deal. Please train better to have better business and so that customers can feel motivated to join.

I am complaining about the planet fitness that's located on 309 East Fordham Rd. in the Bronx This location has become so horrible to even go to their allowing young thugs in the facility rapping singing loudly upstairs while All of their workers are downstairs using their cell phones or gossiping in the front no one is supervising the upstairs. You have workers that can see that someone is doing something wrong and they will not approach or say anything to that person. I cannot in good conscience continue to go to a place where security is in safe enough to exercise because the staff actual young or too stupid to say anything to anyone properly. I have been a member for a couple of years now and would hate to leave because you don't have the proper staff in the proper place where they need to be. I hope with good conscious you can fix this so that I can have a good start for the new year.

Sincerely
A loyal customer

Upon signing up for my first ever gym membership, part of the agreement was when I went to the gym I would be given a your of the facility where I would be shown how to use the equipment. This is the main reason I signed up. When I went to the gym location for the first time they did no such thing. They told me to just ask if I needed help. Well I did, and they barely responded to any question, refused to leave the desk where they liked go hang out, and basically told me I just needed to push the buttons to use the equipment. Well weight machines don't exactly have buttons you push. I had to get help from other members when the faculty wouldn't help. I signed up for this membership thinking I wpuld be shown around and not judged and its the complete opposite. Now in order to cancel they want me to pay a cancellation fee. I would like to know why I should be required to hold up my end of the "obligations" (I.e. pay a cancellation fee) when Planet Fitness did not hold up their end when I first joined.

PF sells itself as a 24/7 club, yet they close for holiday parties and don't open until 7AM the day after Thanksgiving and Christmas. I'm a nurse and everyone out there better be glad that a hospitals 24/7 policy isn't as lose as PF's obviously is. I joined this club because I work odd hours and needed a club that was open guess what..you got it.. 24/7! I workout 6 Days a week so when I show up to a club that advertises itself as always open but it's closed, I feel cheated and lied to as a consumer. It boils down to false advertising and it deserves a class action suit! I knew when I chose my job that my business would be open 24/7, if I cannot make myself available during those hours, my job will find someone who can. If there are times they don't want to make staff work then they need to compensate with some sort of manual swipe in and a sign that says "not currently staffed, workout at own risk." The bottom line is that they are not open 24/7 which makes their advertising and websites knowingly inaccurate.

As I Cancelled my membership in October 2017, which the manager Leah confirmed with me was all set and cancelled. As of today, checking my bank statements, I go to find random charges from Planet Fitness of $20.05 for November and December when she told me my account was cancelled. I called and spoke to the manager Leah and explained to her my problem which she did not resolve. Her attitude was horrible as if I was bothering her, and began to tell me it was probably "an overdraft fee" from my bank as if I couldn't read where the charge was coming from. I explained to her nicely that I called my bank to ensure it was them charging me. She then began to tell me there was nothing she could do for me and couldn't help with anything bank related. Not to mention I can hear other coworkers gossiping and laughing about the call in the background. I then called corporate and spoke with "Kelly" who finally helped the situation. She was very nice and helpful with a great attitude, and told me to bring in bank statements to the branch. I've been a member since I was 16, now 20, and never had any issues until this new manager Leah came around. I do not understand why the manager at the Lockport location could not just simply explain to me there was nothing she could do Bank wise over the phone and to bring statements in. Instead told me I was pretty much lying to her instead of addressing the situation. The staff here is very immature and unprofessional and I am offended on how I've been treated these past few months since being a loyal member. I would never reccomend this branch to my friends in the future. Otherwise, I do like planet fitness and would recommend different locations to friends in the future. Thank you,
Abigail Wetzler

Nashet Hyatallah that manages the store at 660 Hoosick st Troy Ny 12180 treats women like dogs ( womanizer)and allows certain people to bring in out side equipment and others are told not too.. ab rollers restriction bands ... people with street clothes on multiple times, muddy work boots .. the list goes on .. this gym has lost a lot of people because of his unfair and racist practice it's sickening this Nashet Hyatallah is on a power trip and abuses his authority.. I don't want to change gyms but if he's not gone soon more will leave ... this is my home town gym and would to stay there but he is a very bad manager... hope this gets resolved soon...

i haven't use my membership for a long time as i moved to a different state and i am busy with my work schedule.i called customer service and they said i have to go to the location in person with a written letter to ask for termination of my membership. please dont sign up for this club as their customer relations are really bad. dont fall for the cheap prices. they wont even notify you for the yearly charge.they will just charge your account.their customer service is trash.they wont help you at all.now i have to drive all the way to Maryland from Cleveland just to cancel my membership. i will never ever recomend this club to any of my brother/sister out there.

I recently worked for planet fitness for 2 months. I only knew one manager, which was fired after I was hired. I've never missed a day, been late or nothing. Today some guy I never even heard of called me and told me that I was fired. He gave no reason, when I called to speak to someone about it, I was hung up on every time. This is unacceptable behavior for a employer to be displaying.