Planet Fitness — Attraction in Delaware

Edit * The e-mail I received after I sent the request reply to the e-mail posted in the reply to my review was the generic Social Media Response Team. So I believe the 'owner' is not actually the one replying. I was not looking for an e-mail to file a complaint with PF 'response team'. I was hoping it was the owner or another manager so we could discuss a concession or an arrangement to solve the issue so I could use this gym again. This response has only solidified my desire to find a new gym. *End Edit.

Non-management staff is fantastic and extremely helpful but my encounter with management staff today has required me to cancel my account.

I recently signed up for the Black Card Membership but was told today I owe $90 from a previous account I tried to cancel (but couldn't, was last year and don't recall why I had trouble doing so). That $90 in subscription/late fees for the gym went unused as I had stopped going and tried to cancel. The charges only stopped trying to hit my bank account after 5-6 months of attempts when the bank account was finally closed.

I was told even though the $90 went unused after a failed cancel attempt and their check-in log should, or does, show it did indeed went unused I was still required to pay it to continue my current subscription. I asked the manager doing the paperwork if they are choosing to lose a wanting customer instead of waiving subscriptions fees that went unused due to a failed cancelation and the response was, even though I didn't use it I am still required to pay.

While that is understandable to some degree, PF did not lose $90 worth of any thing in the process of it going unused so I do feel that some sort of arrangement could of been made to keep me as customer without requiring me to pay the unused $90 subscription fees. I am unwilling to pay $90 for something I didn't use, and PF is unwilling to waive or come to some sort of arrangement over the fees to keep me as a customer.

PF will not be getting that $90 from previous unused subscriptions and will now also not get my $27/month black card fee. I had enjoyed all the staff and gym up until this point and had planned to spread my experience through word of mouth to my friends. I will still spread my experience through word of mouth to my friends but it will no longer be that of a positive note and we will be happy to take our business and...

Seriously this PF is leagues ahead of almost every single one I've been to. The staff is almost always out of your way and respectful of your time in the gym. I've been going to this one since it opened and I've only encountered one issue in that time.

I wore a Elevation mask to train for resistance on the treadmill as I've worn it in many PF's over the years and looked over to a staff member standing looking at me. I asked what was going on, and I was told I was intimidating guests with my mask and it's against company policy. I looked up the company policy towards masks and found literally nothing that coincided with what they said. I went up to the desk to address this and was given excuse after excuse after I commented on how I didn't like how I was accused of intimidating people. I use things to help excel my workouts, not to look cool. The GM stood there and watched the entire conversation without attempting to remedy it or explain exactly what was wrong with it. I was honestly seriously frustrated as I was embarrassed in front of a full gym of people and was treated like a moron for not understanding their niche rule on masks. It's not company wide and stop saying it's for medical reasons as we sign waivers to workout and train. If PF is seriously about being accepting of anyone, stop singling out people who take working out seriously. We're a decent majority of your client base as well and I just didn't appreciate the treatment.

I know this is long winded but overall this branch is awesome compared to the others. Regardless the only negative is you'll outgrow it, and you'll be embarrassed if you do anything out of the ordinary. They do not like when you dont conform to their norms. This gym is perfect for getting you into the head space of making a change in your life, but like I said you will outgrow their policies and...

The Delaware Planet Fitness is one of the best. It is exceptionally clean and well maintained. It has a great balance of treadmills/ellipticals, weight machines, and free weights. Although I would like to see a larger space for the free weights, compared to other PFs, it is a good balance. I chose a Black membership because my wife and I travel in our RV. With the Black membership I didn't miss a workout. Trust me, when it comes to cleanliness and staff, we our very lucky compared to other PFs.

Keep up the good work.

Update: June 13, 2023.

The Delaware PF needs to expand their free weights and benches. During the summer the place is packed with teenagers. Don't get me wrong, I support our youth exercising but since they are more likely to use free weights, the management needs to expand to accommodate them as well as those of us who try to use the free weights.

I will be looking elsewhere if this doesn't improve.

update

The management listened and a massive overhaul took place. The weight area was expanded and new treadmills and stair stepper equipment was added. This more than enough to accommodate all gym...