Planet Fitness — Attraction in Champaign

I really like the price and convenient locations and everything they have to offer, but this location and the Urbana I have not had good customer service, there is usually no one at the counter or they are under staffed and always busy and act like your a burden. Today I stood at the counter to tan and a new girl said she needed to clean a bed but said the other girl that was waiting on a customer said she could help me better b/c she had to take care of other people when they came in after me. I’m assuming to give them a tour. My thoughts was she was new, but tell me that it’s way more polite then to push me off on someone else. The girl I was waiting on was named marissa. She did not even acknowledge me or tell me she will be with me soon just ignored me until she was done with the other customer. Then told me there is a wait on the lay down....did not offer to tell me how long....so I had to ask .....she said a couple of minutes . Another lady came over and wanted a massage bed. She did not acknowledge her either and was too busy on the phone. The other lady that I was standing by mentioned to me that this girl is always rude. Then marissa came back and said my bed was ready ......and made a comment that “it’s Monday”. I don’t know why that had anything to do with customers needing help......please get more caring and...

Place is generally clean. High volume times are pretty crowded, like most gyms. Locker room is small, but usable. Good price point, and for the money you do get a lot of machines, however, the "extras" are going to cost you and will quickly get you into a monthly cost much higher than the $10 advertised price. Typical upselling.

My complaints is merely with the customer service. I don't know if I will be living in the area in the coming months, so on October 2nd I called in to see if I could cancel my membership. On October 1st I was billed my yearly fee. I was told I would not be refunded that money, even though I called within 24hrs of receiving that bill. If it was 6 months in to the year, or even two months into the year, I would somewhat understand, as I would have used the service and therefore I expect to pay. But paying a yearly fee for something I obviously will not get any use out of... well, that is poor customer service. Worst part is that I signed my "yearly" contract March 2013, so in fact I was a member for 8 months but paid (in total non-monthly fees*)as if I was a member for 24 months.

Now, in the high likelihood that I am in the area and am looking for a gym, I will pass on this one. Not worth dealing with an "average" gym when this is their example of...

I have a friend that came into this gym to see if the staff had recovered a very special hat for her. It was her late grandmother's hat. I don't know the gentleman's full name, but "C" informed her that he knew of the hat and went to retrieve it. However, when he did, he realized that the staff before him had cleaned the lost and found area and the hat was missing. He then proceeded to reassure my friend that he could recover it because the bag that the lost items were in was still in the trash receptacle out back, but that he was positive he could recover it. He then went to the dumpster, pulled out the bag and dug out this very special momento for my friend!

Words cannot express how grateful I am to "C" for going WELL above and beyond the call of duty for my friend and she is eternally grateful for the recovery! He even turned down a tip and said being able to recover the item was payment enough for him. God bless this man and thank you for having him on staff! We will never...