Customer ReviewsforPlanet Fitness

I am a Black Card member who changed my PF location from ****** to ************ after a move for convenience, I used the location a handful of times. On 11/11/22 after scanning in, I was confronted by the Regional Manager- ***********************, who insisted on me providing my credit card/bank information for incidentals, my membership payment was not and never has lapsed. After much back and forth and refusing to give him the information, I explained that I experienced identity theft and did not want to provide my account information unnecessarily for my protection. The Manager threatened to cancel my membership, causing such a scene/embarrassment that other members offered to allow me access on their cards because they thought it was a payment issue. I refused to provide the information and he threatened to call the police because I was black, I told him go ahead as I had done nothing wrong; he opted not to. I contacted PF head quarters 11/22, 1/23, 2/23, 3/23 & 5/23 to report the issue, request contact from the owner, get assistance with resolving the issue so that I could feel comfortable using that location again. After all of the attempts/escalations by headquarters, I was told nothing could be done because they were receiving no response and I was simply given other locations to go to. I was simply seeking acknowledgment of the inappropriate behavior, an apology from the treatment I received and assurance that it would not happen again allowing me to use the facility in peace. I received nothing except redirection to another location and reinforcement that PF brand tolerates its brand mistreating its consumers and provides no protection to them while using the services that they are paying for. It is shameful and disheartening.

I transferred to this club in ****** ************* in the first week of this year a week later I decided I didnt want to keep the Black card plan he told me I should wait until the 17 Th of this month to downgrade which mean was after the monthly payment, Sunday the 20th I spent about 5 minutes in hold trying to to do it and the receptionist got my phone number and name and told me the manager was gonna return my call Monday and also told me to go there and solve this in person, he never returned my call and today I left my work early and went there in person to downgrade my plan the manager there told me I had to pay $52 fee plus sign a contract agreeing that I would stay with his branch only, for 12 months and couldnt move to another one, this wasnt fair due to at the app doesnt say anything about it when we upgrade the plan, I felt like someone was trying to take advantage of me forcing me to pay for something that I didnt even used one single day and I was not gonna use it at all due my short time to go to the gym plus forcing me to stay in a club even if I decided to quit, I called to others clubs around me they told me they dont charge to downgrade, the manager was so rude and the app should mention it when we was upgrading it. Not fair at all with customer. I just canceled my plan today I didnt want to do it, because I had good experience with 2 others clubs I used to go, I was a customer since 2018, but my experience was so disgusting. Planet Fitness should add an option of downgrade the plan through the app same as they do to upgrade, or at least mention that to cancel the club I was registered charge a fee and the amount and the penalties to do it that it is to stay in this club for 12 months without change.

I have been a member of Planet Fitness for 5 years. My normal routine prior to the month of December is 4 times a week. I entered the gym located in ********** on 12/23/2022 by accident I forgot my fob key to check in. When I walked, I found it rather disgusting that 3 planet fitness employees were seating on the far-left counter while 2 other employees one who is a manger not in a planet fitness shirt just standing around. I explained I forgot my fob to check in. I was then instructed by the MANAGER I had to download Planet fitness app on my phone to check in. I said NO, It a work phone with client's names & personal information. Then the MANAGER insisted "Give me your cell phone I will download the app" I responded, NO. Are you telling me that I am required to download an app now absolutely not also you cannot force people to do that. I absolutely refuse. The MANAGER was unprofessional raised his voice at me almost screaming to where other members in the gym could hear him, well if you don't like it then cancel your membership. I was absolutely intimidated by the MANAGER I am 59 yrs old, my own co - workers, children do not speak to me in such unprofessional manner.

Hello and thank you for bringing this matter to our attention. This is not the experience we expect or desire for any of our members to have in our clubs. The Planet Fitness Mobile App is the preferred method of check in as it is a quicker and more seamless process for members and the team when checking into the club. The Planet Fitness Mobile App also comes with other cool functions such as our Crowd Meter which shows the clubs usage level in real time, workout videos and more! Beneficial for all members. We will certainly address this concern with the club management team and club team members to ensure this encounter is the last of its kind. We would also be able to provide Dezi with a physical key tag on their next visit to our club in **********. We hope this solves this matter! We are here for any other needs that *** arise. Happy New Year!

Shortly after becoming a member we found out we are expecting another child. I went in person to cancel per their policy. The young person who had initially signed me up helped me with the cancellation. A few weeks later I was charged for the annual fee and monthly membership. I called and the same employee answered. He said he remembered me and was very sorry but he mustve made a mistake as my membership was still active. I asked him if I need to come in or could he do it over the phone. He assures me he took care of as we spoke. But he didnt as a month later I was charged again! Not happy. I called and the manager **** told Me he had no record of cancellation and I had to come in again in person to sign a cancellation form..again! How can someone get such a simple thing wrong?I asked for a refund as this was clearly not my fault but the fault of his employee. He said theres nothing he can do for me based on, and I quote, he said she said.. I was stunned at how rude he continued to be as if I was in the wrong and he also refused to tell me who he boss is. I worked in customer service for years before starting my own client based business and would never speak to a customer this way. And would definitely refund their money if something like this happened. I am 41, not some 20 something looking to start trouble. They need to do better! I have heard that many people have had bad experiences like this so I felt I should share my experience. Never again will I deal with any Planet Fitness.

Thank you, BBB for bringing this matter to our attention. After reviewing the member account and usage, we have gone ahead an issued a refund for all dues totaling $117 for ***************************. We certainly don't want our members to have a bad member experience as we pride ourselves on a clean, comfortable and friendly environment! This matter will be addressed with the Club Management team to avoid an instance like this coming up again. We hope this resolution is sufficient for ***** and hope to see her back in the club one day!