Planet Fitness Customer Service Complaints - page 3

Been charged fee after fee with no notice. Money is not being taken directly out of my account like it was when I first signed up which I don't know why...therefore they keep charging me a late fee. Just canceled my membership only after paying $115 which I somehow owe from only the last TWO months. They don't even notify you on the app if you're past due or if the last payment went through. This place is a scam and I will not be returning. Will make sure to tell friends and family to steer clear if they don't want to be robbed. This is my first time sending in a complaint about ANY business because I have never been so appalled at how they get away with scamming people. This is not okay and I see a lawsuit in their future.

Hello!

A few months back, I called the Crystal Lake, IL Planet Fitness to cancel my membership, since I no longer live in Illinois. I spoke to a young man who I believe was named Sam.

The young man told me I had an annual membership that would simply expire/end after 3.27, and that I would no longer be charged beyond that point. Unfortunately, I made the mistake of not specifically documenting the young man's name, nor the date/time of the call, as I really didn't think I'd need to.

However, near the end of April, I noticed I'd been charged $22.99 on 4.17, despite being told my membership would simply end after 3.27. I called the Crystal Lake Planet Fitness (either on 4.30 or 5.1) and spoke to a young gal, who said she'd leave a note for her manager to call me back.

On 5.2 at 12:55 PM, the Crystal Lake PF General Manager Chuck called and left me a voicemail, indicating that he unfortunately could not refund the $22.99 monthly charge from 4.17. However, he also stated he couldn't refund a $39.00 annual charge from 5.1, with its cancellation cutoff being 4.25 (merely a handful of days before the charge posted).

Prior to hearing that voicemail, I hadn't even realized I was charged an annual fee, so it felt like a double-punch to the gut (especially since I'd just missed the cancellation cutoff).

I called Chuck back later that day to discuss the situation, explaining to him that I was specifically told my membership would end after 3.17, that I would not need to take any further action, and that my Planet Fitness account would not be charged again.

Chuck was very polite and professional, explaining that I actually had a month-to-month membership, and that annual memberships are extremely rare. He also apologized on behalf of his associate and their misinformation. However, he maintained that there was nothing he could do, and that I would not be refunded for either charge, despite the misinformation.

Adding insult to injury, had I known this was a month-to-month membership, I would have canceled it in the summer of 2021 before moving out of Illinois. Accordingly, I submitted monthly payments over the next year for something I didn't even use, adding extra sting to these last two charges.

Believe it or not...I get it! Having worked in customer service for several years, I understand how challenging it can be.

I received the misinformation from a young man (Sam?) who was likely new, nervous, and/or not sufficiently trained. Unfortunately, that's the new normal! Training has sadly become a luxury, which isn't fair to anyone involved. Frankly, I've been in that young man's shoes a time or two.

Also, I can understand where Chuck is coming from. After all, it's not his fault that one of his associates gave me misinformation. As the General Manager of that facility, I get that he can't simply hand out refunds anytime anyone claims to have been misled.

Also, with Planet Fitness' fees being reasonable in general, I'm guessing the management is instructed to refrain from issuing refunds altogether.

I understand the dilemma and, having worked in customer service, I'd never become the customer who gets upset, starts making demands, etc. However, despite my understanding, I was surprised that Chuck didn't offer any type of refund in accordance with the misinformation.

Accordingly, I feel I must continue to present my case while respectfully requesting a refund.

Please consider my formal request for a $61.99 refund, covering $22.99 from 4.17 and $39.00 from 5.1.

Please let me know of any questions.?

Thank you!
Jeff

I feel like they don't have customer service at all I feel like there's an algorithm that steals your money over charge you every month and there's no one to talk to at all it's a mystery the people in the store don't have any powers and what the fuc every month they charge me too much they charge me late fees Before the bill is even due!!!! I paid my bill in person and less than an hour later they told me they didn't get any money the app and their system is on two different wavelengths so this month I woke up to $50 gone out of my account apparently I got charged my new yearly plus a late fee but the bills not due to the 17th a manager was supposed to call me that works in the store I went in there in person this morning they told me their computers were down I doubt they give me my money back it took me months to catch on to them stealing my money they remind me of Amazon I'm trying to figure out how to take Amazon to court cuz they still and I feel like these corporations are untouchable if one of us where to do it it would be robbery I don't understand why it's okay for a corporation to do it? I don't even know if I want to continue with Planet Fitness because although it's supposed to be only $10 a month all the robbery in the headache is not worth the cheap gym and there's no customer service so you get what you pay for if they rob you there's absolutely no one to talk to the algorithm runs the corporation and then they have contractors answering their phone calls that don't have any power there is literally no one to talk to it's mind-blowing

Planet fitness William cannon, don't go if your just going to sit and be on your phone.Go home !!

I used to like coming here a lot, but not since the elderly lady with the Gary hair has been gone, I'm not greeted when I come in, no one is cleaning anything. When she was there, everything was clean, she was very helpful too.

I recently moved to Florida and contacted Planet Fitness to cancel my membership in Indiana, thinking it would be a simple process of making a call or sending an email. Nope. Instead, you have to either stop by the gym (not an option at this point), or send a written letter via USPS. No faxes, calls, or emails allowed. Such a ridiculous process.
I had thought I might consider rejoining at a PF in our new home area at some point, but now that will never ever happen because of this policy that is clearly designed to bilk customers out of as much money as possible.

Not a warm environment. So far it's ok

Talking to them did not help my problem.... They are not a good company and did not listen or help.

The televisions are always on those stupid political channels. My buddies and I want to watch sports while working out ?

This Company is unreachable by design. I thought Comcast was horrendous but Planet Fitness is in the running for top spot on POOR CUSTOMER SERVICE.
BBB NEEDS to do some soul searching to continue to turn a blind eye to this company.

I am a member of PF lawrenceburg Indiana and have been for 3 years with a s.all gap in between I goto use the machines via my neurologist gave me the idea to help my M.S well sometimes my numbness is BAD well in 3 years nobody ever had an issue with me getting help remove my bra and help put it back on ..sometimes I need the help if my left side is misbehaving terribly well me and my husbands past 2 visits weve had to re explain 4 times to employs being rude only one person in a room at a time and in feont of other customers as well.o top of me being a girl ive told them how I dont like to lock the doors and they always say its okay becauae theyll always knock before opening the door and they can see on the computer who is where well i have 0 clothing on and a man employ just walks in without a knock..I dont know why they are so rude to people when they are supposed to make people feel comfortable

i just lm at corp office at planet fitness ,planet fitness has poor customer service at the 800 number and at the local planet fitness gym i canceled my membership on fri may 14 i want my $41.80 refunded annual yr charge that was taken out on may 1st out of my bank acct . i called the gym in danbury ct where i was a member and canceled and told i couldnt get it back i do not want too hear that , you need too make some changes in the danbury gym a jeyson there thinks he is a manger with attudude very rude too customers. bottom line i just want my $41.80 refunded back too me asap ,you people at planet fitness like taking peoples money out of there accts but you dont want too give it back shame on you if i dont get my $41.80 i will personally contact the attorney general of ct and the better business beuneu . thanks lee ann clarkson

Tried to cancel membership in July2020- twice had employees walk away and address other people before my issue/questions were resolved. In spite of Covid 19 issues - no alternative method of dealing with them other than in person is offered. When they walked away on me the 2nd time I put a stop payment on my bank so they put charges on my CC- Thankfully the CC is giving 90 days back- fighting for the rest as PF gives nothing and owns up to nothing.

I understand how hard it is to wear a mask but when you are just up walking to another machine or weights why isn't mask being in forced employee's don't say a word!! Not Cool and it is not what is stated by the CDC!!! Findlay Ohio

I called in to see why 42.35 was taken out of my account. After speaking to Savanah, I had my membership canceled by Lisa. All I was asking is why. I obviously was getting on Savanah nerves because she thought it was OK to talk down to me. When asking to speak to her manager she said she will tell me the same thing. Rude! I wasn't asking about tge charges at this point how dies she know what Lisa will tell me.. The manager Lisa gets on the phone and said Savanah was just trying to answer my questions, as if it's OK to talk down to people. I ask for Lisa to speak to her boss cause this is going nowhere and Lisa said they will just send my complaint back to her for her to call and say sorry again. I canceled my membership and will file

On Thursday February 11, 2021 in the Edwardsville PA location, multiple employees stood watching a woman rummage through guests lockers. I walked into the locker room to see this woman with her hands in my bag! I said "excuse me what are you doing" the staf proceeded to tell me that she could not find her keys as they're in her sisters bag but she doesn't know which bag is hers. They were allowing her to go through each and every locker and look through bags. If her sister was in the gym than the staff should have helped find the sister to get the keys not allow her to go through every locker. Staff than told me if I have a problem than I should have a lock on my locker. The staff would have no idea if she said "oh these are my keys" to anyone else's keys and than left with that persons vehicle. There is absolutely no reason for anyone to go through others bags and for staff to stand there and allow it! I'm disgusted! I have been coming to this location for 3 years and to think the people that are supposed to be in charge are allowing others to rummage through other guests bags is insane. I did not finish my workout I took my bag and left informing the front desk on my way out. They handed me a managers card (contacted manager who also said well you can put a lock on it) that isn't the point! If I leave my car unlocked it doesn't give anyone the right to go in it and for cops to stand there and watch it happen without doing anything. This was awful and disrespectful, every bag in that locker room was rummaged through DURING COVID IN FRONT OF STAFF. The woman couldn't find her sister because she was most likely making up a story it is not ok for staff to allow this to happen. If someone needs something from anyone they need to ask that person not go through every locker without a lock. The young staff has no idea what this woman's keys looked like or even if they existed. Also for a manager to tell a guest that I should lock it next time is ridiculous. Nobody has the right to touch my belongings whether it is locked or not. Staff witnessed and allowed it making it that much worse. This woman should have been kicked out and every guest in the building should have been made aware that someone just went through their personal belongings. What if this woman had COVID and now the entire gym gets it because she touched everyone's things! I'm infuriated that my belongings got rummaged through and that staff allowed it. The manager even stuck up for this. It is illegal for someone to burglarize personal belongings.

Advertising that you are Covid compliant and clean is not actually the same as doing so. I am at Dietrict Meadows 5 days a week. Several complaints have been made with staff about members not wearing masks properly. There are always several wearing it under the chin or under the nose. I don't understand why these people are not made to leave when this is a county ordinance. Very frustrated and if this is not rectified in 24 hours the county will get my report. I won't be the one out of a job if the club gets shut down like they have done with several restaurants not complying.

Manager Jessica Manfredi is a wild hog. Absolutely no experience in customer relations. Rude, unprofessional, and disrespectful.

Planet Fitness, Snellville, Ga, Lawrenceville, GA and Buford, GA are not protecting its members and employees from COVID-19. Many people are not wearing face coverings or distancing. Those individuals who are trying to get a work out while being safe are being put at risk by those who are opted not to wear a mask because Planet Fitness won't mandate it. Make mask mandatory for all members at all locations.
During my hour at these locations I have seen minimal disinfecting being done by staff.

I workout at PF 7 days a week. I prefer to do circuit training. On 100% of my visits, I have experienced other members using the circuit inappropriately. Rather than actually doing the circuit, they sit and text on one machine or stay on the machine for extended periods of time. I brought this to the attention to the manager, and they said I would have to report each incident. This happens multiple times each workout. I shouldn't have to interrupt my workout to report every person who doesn't understand the concept of a circuit. This area should be monitored, or a buzzer placed to inform the employees a member is breaking the rules. I have considered going elsewhere, since nothing is being done. I have asked members to use the machines in the general area, if they are not actually doing the circuit. This always causes friction and they are usually spiteful, staying on the machine even longer. It shouldn't be my job to police this area. It should be PF's job to ensure people are informed and monitored.

I have had so many problems with this gym specifically with the manager Melissa Sparks. First issue is the cancelation, in the past for certain reasons I would need to cancel but would always return. I have had no problems with this until she took up management for this facility. She has been incredibly rude to me, talking down to me, because of my disability. I have challenges obviously, but I'm not stupid, and I do not appreciate how she disrespected me.
I was barred from entering on a guess pass because she claimed I did not pay my balance which was a lie, I did and she insulted me and my intelligence referring to computers not making mistakes, that I can't just waltz in without paying, and do I want her to lose her job. Very unprofessional. I was forced to pay this fee a second time, almost 100$ twice wrongfully.
The second manager that worked there noticed that Melissa Sparks did not remove the notice stating I had a balance that I indeed payed when I returned the next day, I had to find my receipt to show I did pay, and that manager had to go behind her to fix it. And other repeating similar issues regarding private information not being handled properly along with other cancellations.
But what is worse is the treatment I received along with my guest later on, as I mentioned I am disabled and need someone to drive me and wait for me. I have had a person wait in the lobby for me for years now, as I had been a very longstanding member since their doors first opened in this location. As the person that assists me sat down to wait, she noticed this glaring at them and me asking me if they were with me which yes they were, and threatened if they didn't buy a membership they wouldn't be allowed in the lobby or they'll have someone assault this person and told me insurance wouldn't cover the damages. Are you serious right now? I of course became upset and told her she was being horrible and was banned along with the person that assists me, and threatened a third person witnessing this with a ban for defending me.
What was done was incredibly hurtful, demeaning and damaging and because of being banned from a facility that was easiest to access because of my disability the progress I made on my health was set back.
This is disgusting and deplorable, please do not treat disabled people in this manner. I absolutely cannot recommend this facility to anyone.

good afternoon
I am a member of Planet Fitness in Reisterstown, MD
In this location , the manager came to see me a few times because I forgot to cover my nose (mask). I understand this situation but where I don't understand, why some staff members don't wear masks sometimes, doesn't it make sense what is going on here, the limit is discrimination on the part of this manager, Why? Because I'm A man with a color skin white and you're black (Manager)? I told him why I had to cover my nose if your staff didn't and why the guy next to me didn't cover his nose and you didn't tell him anything. limit is discrimination because I am a man with color skin .. I just ask that everyone be judged in the same way and especially not on the difference in skin color.

The workout equipment need maintenance done on a regular basis, right now 2 machines are down and other have no wight markings and the cable stations need to be move farther apart and back away from the smith machines we also need another fly machine people are always waiting to get their turn, since the remodeling of the Pickerington Planet Fitness all the machines are not spaced right. I like working out there but I think it could be better. Thank You for your time John J Jenkins

This has bothered me ever since it happened about 5 months ago. I was in the ab stretching room and my husband was directly in front of me on the stair stepper with an employee between us, also on the stair stepper. My husband (72 years old) began talking to her as the gym is as much social as fitness for him. This employee looked my way at her boyfriend or co-worker who was next to me. She pointed the back of her head at my husband and then rolled her eyes. I was very offended by this rude reaction. I guess the "no judgement zone" only aapplies to members. Apparently she doesn't realize my membersip fees pay her salary! This occired at the Maryville TN location.

The new club near me in Louisville, Kentucy rarely has coffee in the morning. When I have asked about it. I have been told sometimes, that I should bring my own or there is a gas and convenient store up the street where I can purchase some. Once I was told that they would make some. I worked out and I could see three employees on their phones at the desk which is right by the coffee pot. Twenty-five minutes later, my work out was finished and still no coffee. Another time a young lady told me she would make some when her co-worker got back from his break. The co-worker returned and I could see them on their phones for the remainder of my work out; neither of which never took the initiative to make coffee. I belonged to the YMCA for years and while it was more expensive, the team members employed there seemed more professional and there was always free coffee. It seems like a little thing but when it is advertised and the staff simply appear to be not interested in doing their jobs or attending to patrons, it's hurtful and demeaning to the customers.