Planet Fitness — Attraction in Anaheim

Hi, my name is Anthony Castro I’ve been a loyal customer for planet fitness with my Black Card membership for over five years. I never had any issues with any location at all. I’ve been super happy with all of the locations everywhere I go around Orange County until today . I went to this location down in Katella and Euclid planet fitness I was enjoying my my workout and I went to the 30 minute workout area and I was about to start my workout in one of the machine, the next thing I know some old lady approached me and she asked me if I was already done with the equipment and I told her I just got it and she asked me how long you think you’re gonna be using it and I said probably 10 to 15 minutes!!! and she’s like I thought you wasn’t using the machine because I saw you on your phone and I said no I’m about to play my favorite music to enjoy my workout and she’s like OK I’ll be watching you because I want to use the machine and I said OK, The next thing I know one of the employees from the front desk approach me it was a girl. I don’t remember her name. She was really rude. She came and told me that I can’t be using the equipment for more than 10-15 minutes that I have to keep rotating machines and she also mentioned if don’t comply or obey about what she was saying, she was gonna call the manager or she was gonna call somebody to escort me out of their location and I was like are you serious about this??? anyways I ended up to switch machine and it was really embarrassing, What she told me the way she said it in front of the other members around and obviously once I’m done with my leg workout, I went to the front desk and I asked to speak to the manager because the way she handled it. It was completely rude just because somebody wanted to have my machine and I wasn’t not even there for 15 minutes on that machine. I know there is more machines around that the old lady could use instead of being harassing me for over 15 minutes that I was using the machine completely wrong.

I am completely upset with this location like I said I’m a member of Planet Fitness for over five years. Never had any issues with anybody, but I feel like the manager should be there in person or in training the new employees the right way to handle things with the customers this is not how you treat old customers especially the one that has been in Planet Fitness since they started the business.

I am very upset with this location. Hopefully someone come up with something. I really don’t like the way they handle things not even the manager she was completely unprofessional when I speak to her over the phone. Even the employee the girl the way she handled the situation that was completely wrong and ruthless. Like I said, I love Planet Fitness. I never had any issues with none of the locations I just like to go and do my workout just because somebody wanted to use the machine that I had. I never say anything bad to the old lady, but I feel like the employee she was on the old lady’s side instead ask how the situation started at...

If I could give zero stars, I would. This location openly discriminated against me and my federally protected service dog, and their management has yet to issue any apology or response despite my formal complaint.

When I checked in, the front desk employee, Selena M., told me my service dog could not accompany me onto the gym floor—even though she herself had previously “let it slide” a few weeks earlier. I calmly explained that my dog is a trained service animal protected under federal law. Selena said her manager, Amy G., claimed their “policy” prohibits service dogs on the floor. That is false and directly violates the ADA as well as Planet Fitness’s own posted service animal policy, which explicitly states service dogs are permitted both in the facility and on the gym floor.

I further explained the law and even showed her the Planet Fitness website policy. Instead of following the law, she demanded to see “papers” proving my dog was a service dog—which is not only unnecessary but illegal to ask for. Under ADA, staff are only allowed to ask two questions. I repeated those questions and provided documentation anyway, including my dog’s official U.S. Department of Transportation certification for airline travel. She then tried to claim my paperwork was “expired” (it was not) before finally saying she would “let it slide.”

This was not a favor. This was blatant discrimination and harassment against a disabled member exercising my rights under federal law.

I was livid, but I still completed a brief workout while simultaneously filing a complaint through Planet Fitness’s official website. Weeks later, I have received no call, no email, and no apology from either the manager or corporate. The complete lack of accountability from this franchise is shameful.

If you are disabled, have a service animal, or simply value basic human rights and lawful treatment, I strongly advise you to avoid this location. Planet Fitness brands itself as a “Judgement Free Zone,” but my experience at Katella proves otherwise—it is...

Where do I begin???? This planet fitness has some real issues. I have been a member for about a month now and I must say I am very disappointed with this location. There has been 1 usable stall in the women's restroom for the duration of my membership. There are several machines in the circuit training that have been out of service for the duration. The staff has been both terrible and great. When I came in with a friend who also got a membership, Brandon and his HORRIBLE customer service would not assist us. He was helping someone sign in and he proceeded to ignore me, aside from when he told me my friend could not use the 1 stall bathroom unless she was a member. When I informed him I was there to get a membership, he didn't offer to help, just continued to repeat that the bathroom is only for members and she couldn't use it. He proceeded to ignore every other request for assistance until 15 min prior to closing, I was at the counter for 45 minutes, and was informed he could only enroll one of us due to the time. I ended up enrolling on my own online. Chris on the other hand was extremely helpful when my friend and I returned to the location and gave us a verbal tour and pointed out some very helpful information. Brandon, I don't know if he treated me the way he did due to me being black, a woman, both or neither, but he REALLY needs to learn how to treat people like people, common decency. He also initially refused to tell me his name due to me informing him that I would be reaching out to management about my experience. ...