When I was finally contacted by the manager, Lisa, on day 6, she was incredibly rude and dismissive, went on to tell me me the problem with billing was my (or my bank's) fault, and then said "So I don't know what you're blaming me for." She didn't seem to care how long I waited or how many trips I had to make up there to find out what was going on - it was all about her being "blamed", apparently.
Unresponsive, unhelpful staff and one rude, lazy and childish club manager named Lisa, who really needs to be replaced. I just signed up, and it took me 3 trips up there and 6 days in order to find out there was an issue with billing, and that's why my membership wasn't active.
I let it go and didn't say anything, drove straight to my bank and signed off on the monthly draft within an hour of being notified what the issue was. When I left the bank, I called Lisa (the manager) about my account, she said the billing system still wouldn't let her set up my account, and then she literally told me I would just have to wait and talk to the regional manager about my membership, since I had called Planet Fitness to complain about her! Yes, you read that right - the manager of the club flat out refused to help me any further because I called and complained about her.
For those who are continuing to get robbed by this place I strongly suggest sending them a certified letter and contacting the BBB and the Attorney General.
At one point, I drove up there only to be told they couldn't find the manager and that I'd need to come back later to find out why my membership wasn't activated. I'm not an impatient person - in fact, I waited 6 days to even say anything - and during that time, I was paying for a membership that I couldn't use. No one there seemed to care that I was paying for a membership I couldn't use, let alone have any sense of urgency about finding out why.
When I first started coming to this place it was pretty solid, clean and you could always see the employees on the floor looking out over things and tidying up, now they just stand behind the desk and don't do anything to earn a paycheck or make the experience better for paying customers, and apparently get a kick out of the fact they continue to take money from people after they cancel.
Also, the past few times I have used the tanning beds they stink to high heaven. Whoever is supposed to clean them Sunday afternoons is not doing it, they are just re-setting the cleaning notification on the bed. I know because the beds stink and I can run my hand across the acrylic and feel the dried sweat from the last person. The past two times it has happened I have gotten up and cleaned the bed myself. While the employees stand at the front and chat.
The new computerized system where you now get to make an "appointment" for a ninety second chair massage or any other amenity doesn't work so well because last time there were four customers in line behind one person that the PF employees were not able to find in the computer. It took ten minutes for three of them with their heads literally stuck together to figure out the confusion while the rest of us had to wait to schedule our "appointments" again, I got to wait ten minutes to schedule my ninety second chair massage. Went to schedule one the other Sunday at 6:35 PM and the employee who was holding down the front desk told me I could not schedule one because they cut us off at 6:40 pm. I pointed at their own clock that said 6:35 pm and he said it was broken. I don't know why he didn't get out from behind that desk and fix it then.
Their memberships are cheap, but it's at the expense of customer service. As the saying goes, you get what you pay for.
To this day (almost two weeks later) the regional managers haven't bothered to call me, nor has anyone from Planet Fitness. I've literally been given zero help, other than a single grumpy phone call from Lisa explaining it wasn't their fault!
Great place to work out. Plenty of equipment, so you don't usually have to wait. Cheap also
If Planet Fitness as a company is OK with one of their clubs being run by a rude, lazy woman with a piss poor attitude toward customer service (an attitude which permeates the entire staff), and they don't bother to step in and help when a customer is given the run-around for two weeks, then I'd have to say the entire "judgement free zone" and all the talk about a friendly atmosphere is nothing but lip service. They lead you to believe that this great club experience is part of their core values, but when it comes down to it, they really couldn't care less how poorly members are treated by staff.
Don't get me wrong if you are new to fitness or don't workout frequently, this is a decent facility. The environment is sold as carefree, but they have silly rules posted everywhere. While it may not be meant to be serious, it comes across as stupid to me. And anyone who's worked out semi seriously for years won't find anything of value in my opinion. But give it a try, you might like it.
I've contacted the Planet Fitness (corporate) multiple times and they don't seem to care at all. They've told me multiple times that the "regional manager" would be contacting me. Today I was able to learn that the "regional manager" is actually employed by the franchisee that owns the club I'm having trouble with, so it's no surprise they've ignored my complaints and not bothered to call.
After talking to my bank, I tried calling Lisa back, but I was unable to get through on the phone. I left several messages that went unreturned, so I finally drove up to the club. When I got there, I tried calling from the Iobby, and it was then I discovered their phones weren't ringing, and hadn't been for several hours. When I made Lisa, the manager, aware that their phones hadn't been working for several hours, there was no apology. She literally shook her head, shrugged her shoulders and said "OK" with an unbelievably apathetic tone. As I left to go to my bank and sign off on the monthly draft, she shouted something to my back as I was walking out, and then several staff members laughed at her joke. If you read other reviews on this club, you'll see I'm not the only person this woman has talked trash to as they were walking away. As you might imagine, that kind of treatment doesn't make me want to go work out - it makes me want to avoid the place.
Don't waste your money! This place is a joke. The staff is disrespectful and doesn't know how to properly speak to their customers. I was NEVER notified when my auto debit fell off my account to where I was behind on paying for two months. Instead, they decide to keep charging me late fee's. The only time I received a call about my account was a marketing person letting me know that I had free points to use. If I was notified before my account racked up for 2 months, I wouldn't be in this situation!!! When I went in to cancel my plan and pay for the two months worth, they decided to tell me I was charged $10 for each month. Again, this place is a joke! Don't waste your money.
I feel bad for the people who have wrote in with problems having Planet Fitness continue to bill their account after they have cancelled their membership - last time my husband and I were there, the day after Christmas I believe - there were several employees just standing up at the front desk and one of them was talking about how when people cancel their membership, Planet Fitness knowingly continues to bill them for months and sometimes years because many people apparently don't notice due to the low monthly fee. So apparently according to their own staff they know they do this, and they continue to do it. How horrible and frustrating for people who are dealing with this very issue. And how stupid for their staff to sit up at the front and actually talk about how they do this to people.
Planet Fitness is a US Gym based in Blue Springs, Missouri. Planet Fitness is located at 601 US-40, Blue Springs, MO 64014, USA.
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