Absolutely not. I’d never go back, buy again, or use them again.total experiences
replied on google
Most reported issues
AI-classified. Tap a category to filter the experiences below.
Experiences
Staff members judge customers despite the gym's judgment-free policy.
Business reply on Google
Hey Eli! We'd appreciate it if you could reach out to the manager directly, so we can look into this. Thanks for bringing it to our attention!
Membership cancelled due to alleged staff conflict and forged documentation.
Staff denied entry due to a disputed membership ID photo.
Business reply on Google
Hello. This certainly doesn't sound like the friendly and professional service we strive to provide at PF, and we'd like to take a closer look into your experience. Please reach out to us directly: [email protected].
membership cancellation was not processed resulting in unauthorized charges
Business reply on Google
Hi, please note that over the phone is not a viable form of cancelation. Current cancelation processes are available at all times on the Planet Fitness FAQ page. What is available to you is dictated in the Membership Agreement presented before signing up. Reach out to management with questions and concerns if you have not done so already. Otherwise, expand on the issue you're having via the following address: [email protected]
Staff refused to provide a tour or day pass for facility.
Business reply on Google
Hi Anthony, thank you for bringing this to our attention. We would like to discuss this in more detail with you. Please email us at [email protected] at your earliest convenience.
Manager unfairly enforced footwear policy inconsistently against the customer
Business reply on Google
We are saddened to hear this, Cain, and we'd like to invite you to email us at: [email protected], so that we can look into your concerns in further detail. In your email, please include a copy of your review for context purposes. Thank you very much, we hope to hear from you soon.
Employee allegedly stole money from customer bag in gym locker area.
Business reply on Google
We're saddened to hear about this, Maria, and we'd like to look into your experience further! At your earliest convenience, please email us at [email protected], including a screenshot or link to your review for context purposes. Thank you!
Member denied access to the gym without explanation
Staff member publicly humiliated customer over membership policy misunderstanding
Business reply on Google
We certainly only ever strive to provide a respectful service experience for our members and visitors. Please don't hesitate to visit or contact the club and reach out for management to bring any concerns with staff to their attention in further detail. Your satisfaction is very important to us!
Excessive enforcement of gym rules and lack of flexibility
Business reply on Google
You can find a copy of our club policies on our website: https://www.planetfitness.com/about-planet-fitness/customer-service. Please reach out to our staff if you have any questions.
Business failed to process requested refunds after unauthorized account charges.
Business reply on Google
We are disheartened to hear this, Rebecca, as we aim to have a clear and easy cancellation process. We'd like to look into this further. Please email us (including a link to your review and any additional details) at: [email protected].
business continued charging membership fees after cancellation request
Business reply on Google
Hi there, Morgan. Could we ask you to email our social team at [email protected] so that more information can be gathered regarding this? Please include the contents of your review here within your email as well. Thank you.
Staff terminated membership and acted unprofessionally after a policy inquiry.
Excessive wait times for gym equipment due to overcrowding.
Business reply on Google
Hi there Kyle, we appreciate the feedback! Hours of operation are usually based on local demand. We recommend sharing directly with the club management so they can consider it for future adjustments.
Staff fail to monitor equipment usage and app shows non-existent classes.
Business reply on Google
We're sad to hear this, Buffy, as we want you to enjoy your experience at our club. Please contact our club manager, Monday - Friday, from 9:30 AM to 4:00 PM, to address your concerns.
Customer belongings were stolen from a locker and vehicle.
Business reply on Google
We are deeply saddened to hear this, JJ. Unfortunately, we are not responsible for stolen belongings in the locker rooms. We also do not have cameras in our locker rooms for privacy reasons. Additionally, while we don't have jurisdiction over the parking lots at our clubs, we recommend that you reach out to the plaza's owner, so that they're aware of this matter. 💜
Personal belongings stolen from locker and vehicle while at the gym.
Business reply on Google
Hello! We'd like to look into this further. We'd appreciate if you could email us directly at [email protected], so we can gather more information to better assist you! Thank you for bringing this to our attention!
Poor facility maintenance, lack of staff supervision, and overcrowding issues.
Business reply on Google
We only want to provide you with a stellar customer experience at our Planet! We'd appreciate it if you could reach out to our staff or management team so your concerns can be addressed accordingly. Thank you!
Staff member was rude and the facility was not clean.
Business reply on Google
Thanks for being part of our Judgement Free Zone! And thanks for the five stars! Awesome members like you are the reason we do what we do. Have a great day, and we'll see you around at our Planet!
tanning booth was left uncleaned with hair and debris inside