Complain about a product or service

Planet Fitness

Kym of Yardley, PA April 4, 2009

Last evening, I left Plant Fitness Club in Levittown, Pa (from here on referenced as PFC) with my husband and minor daughter very emotionally upset and embarrassed after being treated unprofessionally and disrespectfully by a male employee. My departure was overseen by two Police Officers inside the PFC and four additional Officers outside between a second patrol car and a police van all parked alongside the facility’s full view front window and witness by a near capacity filled PFC.

Enclosed, please find a copy of my membership agreement. I enrolled at this location on March 17, 2009. The membership card number is the exact number assigned on my contract. I arrived at PFC, presented the membership card which was given to me at enrollment and requested my daughter enrolled on my membership. The desk representative informed me that my membership number was attached to another name. She searched her system entering various requested information from me for about 10 minutes. A second desk representative came over to help and began the questioning process all over again. She stated that she remembered seeing us in the facility before as this was not my husband or my first workout session. Approximately 20 minutes later I suggested that they look for my records while we worked out. The representative agreed, wrote my personal information and address on paper and requested me back to the counter before leaving.

Approximately twenty minutes into our work-out a male employee approached my treadmill and stated that I needed to pay for my daughter. I advised him that I spoke to the desk representative, had waited to pay and that I would return to the desk at the end. He walked away then returned 10 minutes later and stated that he wanted me to pay now. I reiterated that I would talk to him when I finished. He walked away and apparently called the police. Immediately after his second interruption my daughter informed me that she no longer wanted to exercise, terminated her workout and sat in the front waiting area.

When the police arrived, the male employee told them in my presence that I didn’t have a membership that I gave them a card which belonged to someone else, that I refused to pay and that he felt threaten by me. I was rudely interrupted from using services I paid for, had my membership card taken away and insulted by this man’s false allegations. One of the Officers pulled me to the side, questioned me and wrote a report while inside the PFC. I immediately left and had to assure my daughter that the police were not going to follow us home or arrive at our home later that night to arrest me. I have never been treated so incredulously by anyone before. I was unable to sleep last night. I continue to feel emotionally nervous when thinking about this incident.

My family and I were extremely embarrassed and upset by the actions of this male employee. I do not understand why I was harassed when I did what I was authorized to do. Please contact me directly for I deserve an explanation for your employee’s actions and why my enrollment information or documentation could not be located. I am extremely concerned since that documentation contained my personal and credit card information which by law, PFC is expected to protect.

Edith of Bronx, NY March 2, 2009

Edith of Bronx NY (03/02/09)
On February 21st, I visited Planet Fitness to register my Sister, Stephanie for thw 19.99 a month workout plan. Prior to visisting this location, we had inquired with several current members and they all informed me that there was no administrative fee or start up fee. When we went to sign her up, they stated there was a 30.31 start up fee. There was nothing in writng nor was an explanation provided. We signed up.

The next day I inquired with 2 other planet fitness operations and they both informed me there was no start up fee. We returned back to the facility to speak to the manager or assistant manager but we were told neither were available. I called back several hours later and was told they had both just left. I am seeking for clarification and written proof that the charges are valid.

I fail to understand why the planet fitness on 225th is different from the other 2.

Wendy of Boca Raton, FL January 28, 2008

Wendy of Boca Raton FL (01/28/08)
I was a member of Planet Fitness for one month. Then I moved into an apartment complex with a gym so I canceled my membership with a manager in mid-August. The manager gave me a certified letter to send and said my cancellation would be finished. They said I may have to pay for one more month. I didn't really understand why, but it was fine. Today, 5 months later, I got a letter in the mail from a collections agency asking for 62.94. I never received anything from Planet Fitness. When I called they said it was because I technically never canceled since I didn't pay for my September membership. I had no problem paying for the month of September, but they were supposed to take it out of my checking account. They didn't do that, nor did they send me a bill or call me.

I have an excellent credit score, and this misunderstanding will hurt it.

Jaime of Miami, FL December 28, 2007

Jaime of Miami FL (12/28/07)
I have been a Gym goer with Planet Fitness for over a year (begin date 9/11/07). I discovered private training was available so I was introduced to the person in charge of the training (Jack A. Landauer).He said that he offered a 3 month program of different times a week for a certain amount per month to be charged to my account each month for 3 months, and that at the end of the program no further monthly charges would be made. We came to the agreement that I would join the 8 times a month for 3 months at 200 per month, and at the end of my program I would train on my own with no further charges. I trained from 6/13/07 to 9/13/07 as specified on the contract. My trainer Dennis informed me of my last session and bid me farewell and good luck on my personal training, I was very happy with the the training and said I would rejoin sometime in the future.

On Sept 19,2007 Planet Fitness charged my account 216.05: my monthly gym fee plus a private training overcharge, overdrawing my account, for I did not expect the charge. I went to see Jack at the gym but he said he had no time to see me, that he would offer me an addititonal 10 sessions, and it was management that was at fault--and only he (Al Fersack) could resolve the matter. I called the gym numerous times but Al was always busy with a customer or in a meeting, that he would be advised and would contact me at the end of the day. No call ever came. I visited the gym numerous times, and Al was always busy at a meeting; Jack would not schedule an appointment to see me or explain my contract; and when I would run into Al he would tell me that Jack was the one who wrote up the contract wrong, that instead of being overcharged 200 I would have been overcharged 400, and that he had actually saved me 200, and that he would reconsider making any changes and call me at the end of the day.

To date no one has bothered to speak to me. They have avoided me and are rude when I have attempted to speak to them--always pointing towards the other guy. Customer service has been non-existent. I don't know what else to do for I Am never responded to.

This has caused me a great deal of stress at home, at work, and feeling this ripped off feeling. The money was taken from my account, although each one, Jack and Al admit that an error was made in the other's part. Neither takes the responsibility. I hope to find an answer to this problem for it is driving me crazy.

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