Planet Fitness — Attraction in Katy

After entering planet fitness and scanning my key tag I was told my account had a pass due balance with a late fee by an employee by the name of Taelynne after letting her know I wasn’t aware of the charge and would like to pay it but wanted to know can the late fee be waived since I wasn’t aware and it was my first payment due she said “no with an attitude and proceeded to say it’s nothing she can due about it and that I should’ve been aware of the charge and I’m no different from everyone else” I immediately realized based off her unprofessionalism and poor costumer service I knew she had no desire to help me and then proceeded to ask to speak to someone who can help me with the matter or simply speak to someone else about the matter she continually lied and said she was the only person I could talk to after constantly me asking to speak to someone else she finally gave me a card and said call later with an attitude I asked her to write her name on the card so I can have it for when I report my now rude encounter with Taelynne she snatched the card out my hand to write her name on it and whispered “stupid nigga” I was shocked and lost for words at this point I was hot but kept my composure and proceeded to talk to another employee who had just walked up she can see and here the discomfort in my voice and let me know she was there to help me after I explained what happen she gave me the store manager name and a good time to come speak with her about the incident, I felt better after hearing someone with great customer service and wanted to continue my workout so I ask to pay my balance and in the middle of her trying to proceed with the transaction “Taelynne” comes up and say his membership has been canceled I immediately asked why she said “because I didn’t want to pay it and said I wanted to speak with someone else and made a big deal about it (wanting to talk to somebody over her)” so she wrongfully canceled my membership and was told to leave before she called the police. I definitely feel like I was racially profiled especially after the N word was used. I plan to get this matter resolved with Tanzania asap and the owner Andrew if need be but I no longer want a membership at the gym because of the hateful unforgettable experience with Taelynne. Not to mention I have the entire incident on film which proves I stayed professional they entire time despite...

Worst customer service I have ever experienced. This "manager" is unable to resolve issues from a 4-year-old account that has an unknown balance on it under my phone number. I had explained that there's never a manager on site to assist with the account and that was the whole reason I switched gyms 4 years ago.

Now that 24 hour fitness is closed...I decided to give this brand new gym in my area another shot. I signed up for an account yesterday and was able to work out. Today, I come in and am unable to work out. I was told that my account was canceled and I needed to speak with the other club.

I contacted the other club and was told that there is no manager except for Saturday and Sunday. I went back inside to explain this to the lady and begged her to help me in some way shape or form so I can get my membership straightened out. She said that there was absolutely nothing they could do and that I would not be able to work out until the issue was resolved.

It looks like the black card is an absolute ripoff as each gym is independent on itself and are unable to resolve account issues from other gyms. I will be updating this when I hear back from the corporate office and with the manager's name as she has no place in front desk customer service and a total disregard for a customer's frustration.

Their cancel anytime and mention of a customer service department online is an absolute falsity and scam. They really need to change their wording to make it very clear that only one gym can administrate your account and that there is no customer service support on the internet or over the phone.

Looking at previous reviews it looks like my experience was not isolated either, which is very unfortunate to see...

All of that aside, I must say....that the new gym looks very nice and clean...

I recently visited this gym and was genuinely impressed by the facility itself. The equipment is top notch, the space is always clean, and it offers a great atmosphere for a workout. However, my experience was a bit tarnished by an issue with the staff that left me feeling like I was more at a correctional facility than a welcoming gym environment.

I prefer to take my shoes off while doing exercises like lunges and squats for better balance …a practice I've comfortably engaged in at various Planet Fitness locations across the U.S. Unfortunately, during my session here, a staff member approached me to insist I put my shoes back on. He was polite and seemed genuinely uncomfortable having to relay the message, indicating that he was likely just following orders from management.

When I questioned him, he explained it was a safety concern. However, I'm of the view that the risk is mine to take. Injuries can happen no matter what, and wearing shoes doesn’t magically eliminate those risks, especially if a heavy weight were to fall, I’ve witnessed it .Unless I'm required to wear steel-toed boots, I don't see how this particular rule justifies the disruption of a workout.

What really threw me off was how this encounter affected my entire session. It seems like this location enforces its rules a bit too rigorously—possibly why it’s quieter compared to other gyms I’ve visited. I later read similar complaints from other users, reaffirming my impression.

While I appreciate the need for safety, the balance between creating a secure environment and maintaining a relaxed, welcoming atmosphere feels off here. It's a shame because the gym has so much potential otherwise. A bit of flexibility could enhance the experience for many users, making it a truly fantastic place...