Planet Fitness — Attraction in Little Ferry

I have been a member of this club for the second year now, always paying my membership fees on time. My bank account and credit card were on file. However, this month, I was unexpectedly charged a late fee. I didn’t understand why, so I approached the manager (a Black woman—I’m sorry, I don’t know her name) to ask for clarification. Instead of helping me resolve the issue, she was quick to blame me, saying I had entered the wrong account number. But how was I supposed to know that? Was I supposed to guess?

She assured me that she would contact the corporate office to see if the late fee could be removed. However, when I returned the next day, the fee was still there. The manager then checked the system again and seemed almost delighted to discover that I had a previous account with Planet Fitness with an outstanding balance. In 2023, I stopped going to the gym and forgot to cancel my membership. That was in the same year my husband passed away in May 2023. At that time, canceling a gym membership was the last thing on my mind, and frankly, it’s not an easy process.

Despite not using the gym, they continued billing me with late fees for three months, totaling $108. I tried to explain my situation, but the manager simply did not care. She told me I had to pay, or I wouldn’t be allowed to work out. She acted as if I had personally stolen money from her.

Is losing a loyal client really worth it just because I forgot to cancel my membership during an incredibly difficult time in my life? Does this club value rules more than human compassion?

I have to emphasize how unprofessional and cold she was. It seemed like she was actually enjoying the situation, as if she had some kind of power over my fate. I simply came here to exercise, yet she made me feel completely uncomfortable. She lacks basic communication skills and clearly enjoys exerting control over others.

That being said, I want to acknowledge that the rest of the staff at this location has always been incredibly kind, professional, and helpful. I have never had any issues with anyone else, and my experience here has always been positive—until now. It’s disappointing that one person's poor attitude can overshadow the otherwise great service this gym provides. I sincerely hope the management takes action to address this issue and ensure that all members are treated with respect and...

I agree with Gnome the previous review. They don’t have compassion on your life circumstances. I have been a member for a year now and barely went to the gym. Only a handful times throughout the year. Since I had autopayment I completely forgot about it.We moved last January and unfortunately I lost my wallet. I had my credit cards, id etc in that wallet. First thing I did was to report every card i had stolen/lost. March 15 I decided to go to the gym and when I open my app, it says I am overdue on my account since February. So there overdue plus late fees then I got hit with annual fee. I don’t remember when I sign up but since it was just last march1 I thought they can maybe cancel everything. I know it’s my responsibility to cancel before it auto renews but don’t remember when I sign up. since it was my fault, I was just gonna pay it and cancel my membership. I was canceling my membership but they won’t cancel it until I pay it off first I was gonna but they said I was gonna get charged again for that month. Mind you my renewal was every 17th of the month and I was there the 15th trying to cancel everything but they won’t because that’s just how it is for them saying I need to cancel a week prior. I find that stupid and I called customer service and told me it was written on the contract. I don’t even remember what I ate last week and expecting me to remember what was written on the contract. know it is my responsibility to read it but let’s be honest, who does it? I was just simply trying to cancel since I don’t go to the gym anyways to avoid paying something I don’t use. Customer service told me she will bring it to the higher person to help me but no one contacted me. I have been waiting and to be honest forgot about it again until today. I’m about to go there and pay off $207.49 of late fees, annual fee that I don’t even want anymore and monthly fees. Zero star if I can, not just to this location but to the whole...

I often review all the comments and realize that many people are unfortunately unhappy on the way things have turned into with the many changes in staff turnaround. I have been going to this gum since it opened. I have to say the staff is really friendly and there are no complaints about them. But there is really an issue on where many people are utilizing the machines and not respecting the time limit for others to use. I think we are all adults (some of us) in where you pay attention to others to ensure you provide respect in using or letting go machines that you are not going to use for literally over an hour. Management in this place unfortunately does not do anything, signs are posted people do not respect that at all. Another thing I noticed is that the "Owner" responds to messages but yet nothing has not changed within the Gym. I believe that the owner should stop by and realize what is going on before more comments like these keep on posting. Also as an owner your members are the ones coming in and paying to be comfortable at a gym and not have to struggle to wait over a certain time to use machines in general. Mr. Owner if you do respond to this post why don't you make changes that need to be made, come in throughout the times of 5am -10pm to get the full feel on what people are talking about here and Yelp. Once again Staff great but management team looks like they are afraid to state the rules, I mean as members we all sign documents stating to be courteous to others with the machines. Also to add I do not think the lockers on the inside are being cleaned at all. Lately it has been dusty multiple times while placing my own personal...