Anonymous
map-marker Charleston, Illinois

Billing issues

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You give out promotions for 1 dollar to sign up and then say your monthly payments begins the next month and then still charge me a week later. So unprofessional.
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User's recommendation: Don't do it crunch is better

Danny D Tte

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Verified Reviewer

Not a member anymore

Like to know when you'll have more promotions I've been a customer for 3 yrs n love your gym I'm a Snowbird n was always alliw to pay my full year membership by credit card n now I cannot u only use bank account I'm not a US resident.
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Pros:
  • Very good n clean
Cons:
  • Do not allow credit card payments
Alicia S Krh
map-marker Rock Springs, Wyoming

Entitled employee at planet fitness

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Hi my name is Alicia swallow I am putting this complaint in about a trainer named Joseph at the Rock springs planet fitness in Wyoming. See yesterday I went to the gym on August 17th of 2022 and I thought for a nice change it'd be nice to have a trainer show me a few things so I can tone up my back well that didn't go very well for me.

As I'm asking him to show me you know just bought me basically on the bench press I said what is your suggestion so my legs are not so sore what would you recommend he said the treadmill had a 2.0 knowing that I use a treadmill at a 5.0 at 3.0 speed I really kind of thought that was insulting. After I get off the treadmill he proceeds to hey you want to try this and I should sure why not so I end up working out with him and he makes me feel dumb throughout the entire workout you're not supposed to do that when you're a trainer make the entire you know member make them feel worse than what they already do. Well after this experience I go home and I don't sleep very well I thought man my legs are beyond restless I should have really hit the leg machine yesterday and the trainer just was kind of not very nice I thought okay he seemed to know what he's doing but likes to insult people as he's training them. To the very next day I thought okay I'll go and work out I'm going to have my roommate go in with me because he's a businessman and he's going to talk to the trainer as a business guy I thought no issues of it because I don't want to have any confrontation with this guy to begin with because I've already had so many issues over the past 24 hours not with him personally but just how he talks to his customers.

So I began clocking in and doing my workout nothing seems to be you know bothering me no one is you know doing that thing supposed to be a judgment for you soon The moment I get done with my workout I see the trainer immediately I am terrified uncomfortable and like what is going to happen what's going to go down. He asked me how did your workout go I said it was fine I'm a little sore from yesterday but I didn't really get much out of it as I was being honest. Then he says the trainer says if you're coming tomorrow if you're coming we're going to go over your entire physical health I'm kind of thinking okay I guess that's fine you know but I'm not sure really what that means but sure why not. Then he continues well I can't train you unless I know you're physical health I need to see how your body moves you and I'm thinking this conversation just got awkward first off you worked out with me yesterday when I asked you to show me a few things and I do appreciate it and I was going to ask you to show me how to do them again today you then tell me well if you don't show up for your appointment then I'm not going to work out with you I'm thinking well I guess that's fine I don't have any issues with that that should be okay but then it gets worse.

He goes no you don't understand I have to make sure people are in physical top shape before I can choose to work out with them I'm kind of thinking that's kind of an odd thing to say. He goes well I need to decide how your body moves before I can personally decide to train with you and I'm thinking okay yeah I guess that makes sense but I still feel super uncomfortable.conversation I was like talking to my roommate again feeling super uncomfortable he goes how was your workout I said really uncomfortable he's like why what happened I said I thought the conversation you had with him was going to hopefully keep anything from getting worse he told me and I quote the trainer if I can't see how your body works I won't personally train you and I'm thinking that's not how it works I'm a paying member of the planet fitness and I'm pretty sure you know when I'm done with my workout you can't just reject me as a member.

I thought that's poor skills for a personal trainer you don't get to judge somebody because you think they're attractive and that's the only people you work out with you actually have to help people with them trying to ask you certain questions so they can do the workout themselves you don't get to pick and choose it's not how it works if you're paying an actual thing and people are like no I don't want to do that because I don't want to feel it cuz I don't feel like it today and I get off at 2:30 so I come in at 2:30 but I'm going to make you come in earlier because I told you so. That leads to me feeling super uncomfortable I decided well if he's going to act like that and the manager's not there the one that I love that was really just cool about everything he did his job and was should have been a professional like freaking owner of the club he did a really good job but that trainer he needs to not be talking to his customers or his members like that that go to planet fitness that actually pays decent money to sit there and actually show them how to do certain things that they may not know how to do it's very insulting to sit there and tell them I'm going to choose who I work out with it doesn't work that way I'm paying for you to be here and the company is so if I'm paying for it and the company's paying for it I don't think it's going to hurt you to show me a few things so I can do that and then go about my workout I digress it seems to get way worse he then demands I show up with no phone no keys nothing just clock in and we're going to go over my house we're not working out and I'm thinking you don't get to decide that if I'm coming to the gym it's to work out it's not sit there have a meeting with you you sit there insulting not only my intelligence but my overall me trying to get healthy it's not only an insult but it's an insult to the entire company you're trashing all over planet fitness you should not be official physical trainer.

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Preferred solution: Apology

User's recommendation: No I would not recommend planet fitness in Rock springs to any customers if you live in Wyoming go to a different competition you're the difference here is you're going to get treated badly either by the staff or the trainers who only work out with people that are attractive they don't give a *** about you and if you don't show up they basically like I'm not working out with you and that's fine by me cuz I don't need a personal trainer with an arrogant attitude who acts like a Karen

1 comment
Guest

You seem like a really difficult person. It is probably better if you stay away from people.

Tamara S Dmc

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Verified Reviewer
| map-marker Greensboro, North Carolina

Poor Customer Service/Billing After Account is cancelled

I went into my home Planet Fitness on 12/12/2022 to cancel my membership. Two associates assisted in getting this account.

I specifically asked if I would be billed further and was told I would NOT, however on 12/19/2022 they billed my account anyway. I do not keep funds in this account as I use it for online purchases only, so the funds were not in the account which led to the charge being denied. PF then tried to bill my account an additional $25 AND I received an NSF charge. I contacted PF and spoke with someone claiming to be the manager.

He advised that the associate that told me that I would not be billed further was in training and that they had given me incorrect information. Was the trainer also in training, since she did not correct the trainee?? No, she wasn't yet this "manager" refused to correct the problem and when I asked to speak to another manager or to have a corporate number provided, he advised he would leave a note for another manager to call me and told me that they were a franchise and had no corporate office. Then he proceeded to hang up on me.

I found the corporate number myself, but it seems you can't speak to anyone, which deems that totally useless. I contacted my bank and one other bank, and they both told me that PF is NOTORIOUS for continuing to bill members even after they cancel their memberships. Furthermore, I filed a dispute with my bank, and they refunded the NSF charge and told me that if PF tried to bill me again, that they would be glad to cancel my account and open a new one.

It's ridiculous that we as a consumer have to do all the jumping through hoops for something that should be a simple task. I personally will NEVER have another PF membership, and I will be letting others know as well about the shady shenanigans and poor customer service PF has to offer.

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Cons:
  • Customer service
  • Corporate accessibility
  • Management

Preferred solution: Resolution

User's recommendation: Choose another gym period!

Darlene M Yul
map-marker Joliet, Illinois

Complaint about managers

When I went to sign up on Jefferson st in Joliet, Il they first said the coupon I had for a free min the was fraud and from there both managers treated me bad, no assistance in signing me up and not letting me in the gym
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User's recommendation: Be careful because the customer service is bad

Lisa G Fuy
map-marker El Paso, Texas

Cancel membership

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They refuse to let me cancel my membership. I moved 15 hrs away and they will only cancel it if I go in.
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Loss:
$142
Cons:
  • Tanning beds trash
  • Over crowded
  • Wont let you cancel

Preferred solution: Full refund

User's recommendation: Not worth it go literally anywhere else.

Marissa M Ixq

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Verified Reviewer
| map-marker Garden City, New York

Refund Account

I went to my local planet fitness in Levittown, NY to cancel my membership and get refunded because I was supposed to be billed $50 today, February 1st. My membership was cancelled but I was not able to get refunded $50 and the manager said to contact HQ because it was not in his power to issue a refund.

On the planet fitness website, it says that you must go in person to cancel your membership, and as I college student I don't have the accessibility to go home all the time to cancel my membership, and I believe you should be allowed to cancel your membership online, by email, or over the phone if there is going to be a non-refundable $50 fee.

Also, it says that I was going to be billed on the day of February 1st, and since I went to cancel on the date and not past the date, I should be able to get a refund. Thank you.

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Evea Cll

Questions..new policies..memberships

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I tried to get information on Why you had a policy of ACCEPTING Payment for signing up on a debit card (but) require a bank account to take monthly dues & 1-time yearly fees.

I was so upset that I finally came to the decision to join Planet Fitness but was stymied by not having a bank account.

THE GOOD NEWS IS- I JUST RECEIVED A CARD IN THE MAIL THAT MY HEALTHCARE PROVIDER OFFERS ENROLLMENT-FOR FREE!

AS OF FRIDAY, I'M A MEMBER & NO LONGER HAVE TO WORRY ABOUT "YOUR" FEES OR THE "DISCRIMINATORY PRATICE" OF EXCLUDING FOLKS WHO DONT HAVE A BANK ACCOUNT..

I'm good but the Practice is BAD & Exclusionary...

But I will say Di-Di at your Facility on Doty Rd was most helpful & empathetic to my situation & said she would bring the subject up to her superiors.

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Preferred solution: I'd like fir you to reconsider your policy of demanding potential customers have a bank account. it's EXTREMELY DISCRIMINATORY & EXCLUSIONARY...

User's recommendation: Pray they gave a bank account or you change the horrible policy...

Moustafa E Whh

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Verified Reviewer
| map-marker Portland, Oregon

Billing

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Ok, so During Covid there was no were to go train, planet fitness on foster was kinda open. So I went and signed up but with Covid and so many changes was happening during that time I never actually went to the facility to train did try to cancel the membership at a different facility I couldnt do that they said I have to go to actual location I signed up at which was far from I lived , now I want to actually sign up because they are latterly attached to my apartment complex so I get in and I ask to re join them they are saying I owe them 300 dollars for nothing that I have never used and I spoke to the manager at the foster which he didnt even say hello or never actually greeted me he straight up asked WHATS YOUR NAME MAN.

I told him my name then I told him I live right up stairs and I would like to start my membership with you again and explained him exactly what happened. But there was no sympathy nor Soloution offered to fix the issue or to win me back as someone who would like to join the gym. And hes like billing is like a cell phone bill it just keeps on billing you and there is nothing I can do for you! Well cell phone can be actually used but this is not ok to rip people off of their money!

If you do see someone havent used your facility and never came back, at least try to work things out with them! This is a bad business module, and have the wrong people with the wrong atattuid to run businesses. 300 dollars aint much I can pay it. But will I?

Even if I end up paying it do you really think I will join your gym or even recommend it to any one. In the long run yes Im just one guy wouldnt effect your business much, but think about how many others out there like me.

Thank you for refusing to work with me, I dont wanna be a part of your facility any way. And good luck chasing that 300 dollars.

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Loss:
$300

Preferred solution: Full refund

User's recommendation: Horrible

Anonymous
map-marker Bellevue, Washington

Cancellation

Because i sick i can go to the gym is the reson i need to cancel my membership and olso im live in manteca ca i cant go to bakersfield because is two far for me and i cant drive two far because i not have a car for go to tha city
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Shonna Y Axk

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Verified Reviewer
| map-marker Palm Coast, Florida

Membership cancellation

I went in to cancel membership. Employee refused to cancel because of balance that I don't owe. I haven't attended planet fitness for months. Please cancel this membership
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Kristie J Vxl
map-marker New Smyrna Beach, Florida

Incorrectly billed

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We were charged after we cancelled They admit it was their mistake but will not help us with anything they are telling us it is on refundable even though we canceled it over seven months ago and it was closed for months due to the hurricane
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Loss:
$53

Preferred solution: Full refund

Anonymous
map-marker Philadelphia, Pennsylvania

I was charged a membership fee

I joined for 1.00. Then pay 10.00 a month . I was charged a 49.00 membership fee. If I knew that. I would not have joined. Now my. Checking account is all messed up. I don't make a lot of money. This is a real problem for me financially. I only joined because it was a promo to join waiving the membership fee.
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Linda Kay L

This company penalizes,with increased cost, those who want to pay with CASH

I was interested in signing up at my local gym. When I found out that they do not accept cash (LEGAL TINDER) I was appalled! They then told me that I could pay with cash, but I had to use their prepaid option which inflated the cost!! Theyre nuts!! AND its illegal! Im not gonna let this go!
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Cons:
  • Does not accept cash

Preferred solution: Access to use LEGAL TINDER! We are in the US!

User's recommendation: Get in on a class action lawsuit!

Smart W Ftv

Poor customer service and rip off of my money

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Want to speak to a customer service representative as soon as possible. This is unacceptable at the very least
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Preferred solution: Issue resolved

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