Planet Fitness

Reviews

• KC

  Kim Charters

  4 days ago
  1.0
  The facility itself is fine but if I could give this place less than a star I for their customer service I would. I downgraded my account recently from the Black Membership to the standard membership. A day later my bank account was debited $50. and my app stated my account was blocked for an outstanding balance. I called Planet Fitness and explained the situation. I was transferred to their collections department and then back to customer service only to be told I had to come in the gym to resolve the matter. Meanwhile, I took a survey regarding my customer service experience and of course I gave a negative review. Rueben Kelly immediately sent me an email apologizing and confirming I would have to come to my local gym to resolve. When I came into the gym I showed the representative my bank statement where my account was debited twice for $25. He offered me a refund but said I would have to come back in the morning when the manager was in. I told him I didn't want a refund just the payments actually applied to my account. I had owed $25 from last under my old plan when I skipped a payment (government employee impacted by shutdown) and a $15 which would be $40 and they already took $50, so they owed be $10. The representative wrote my information down in a book explaining the situation and told me a manager would call me back, no one did. I called and spoke with Rueben Kelly (supposedly a manager.) He immediately tried to poor shame me for skipping the payment to begin with and started going back over my account history to see if there skipped payments in the past(there weren't any.) He then went on to see of I had opened another Planet Fitness account recently (I hadn't because, why would I?) He then told me I had changed bank accounts recently, again no. I told him instead finding reasons to blame the customer perhaps he should contact IT support because it could be a technical issue associated with my recent downgrade. He agreed and when he called me back he was even more contentious saying I owed them and additional $30 to remove the block on my account. He also said HE had been more than patient with ME. I almost fell out of my chair. I asked to speak with his supervisor and of course she wasn't available. I asked for her name at first he refused then said her name was "Georgia" and that was "all he was giving me." I asked for her number he said it was the same as his and I should just call back. Of course when I called back I got this idiot again and he said, "I already told you she won't be in until tomorrow." I asked to have her call me back. You can't be both obnoxious and incompetent, pick a struggle.This guy took the cake. I want to also mention the entire time he was talking to me, he was chewing in my ear. Had i interrupted his lunch?
• SC

  steven cook

  Sep 20, 2025
  5.0
  Amazing staff and clean
• SS

  Summer Stallings

  Aug 9, 2025
  1.0
  I went 1 time and the guy who was working was so rude anytime I tried at ask a question. Cancelled my membership on the 7th and still got charged.
• TM

  Tashia Morrow

  Aug 2, 2025
  5.0
  Nice environment
• TB

  Tiffany Brame

  Jul 23, 2025
  5.0
  I love it, usually crowed but you'll get over it when. You start to feel better! Progress not perfection. For all you ladies out there dont be to hard on yourself, focus on what you do have not what you don't and keep moving forward. Excercise is great for depression. Above all the gym is a learning curve.

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