Planet Fitness — Attraction in New York

TL;DR: Planet Fitness's infuriating bureaucracy and a consistent stream of careless mistakes lead to me getting massively overcharged. I quit in frustration after well over a month of getting the run-around from staff when I tried and failed to get my money back.

The longer story: I originally joined a Planet Fitness location in Queens in November. In December, I transferred to Bed-Stuy location -- or I thought I did. In fact, the person who signed me up made a mistake -- she didn't transfer me at all, I just continued with my Queens membership. Nobody caught this mistake until I had come into the Bed-Stuy location around five times. Then finally someone told me I wasn't even supposed to be in this gym. I asked if I could transfer -- they said I couldn't because it had been less than 90 days.

This was frustrating, but I waited the 90 days and then transferred -- again, so I thought.

In April, I received a $40 annual fee, which confused me, because I had already paid the annual fee in February. When I asked the desk staff about this, they assured me that the problem could be fixed soon.

That was a lie. People at the front desk kept on telling me I could talk to a manager, and then that manager told me to e-mail HER manager, who never once responded to my multiple emails. When I told the front-desk person about this issue, she asked me to forward me the e-mails I had sent to the regional manager -- so she could then forward the e-mails back to her?! What exactly is the point of forwarding the same emails this person ignored three times right back to them?

One month later, I'm sick and tired of getting the run-around and haven't gotten my $40 back. So I call my bank and tell them this is a fraudulent charge, so that they will give me the $40 back. The back refunds me, but then Planet Fitness went ahead and took the $40 AGAIN -- this time with a $30 late fee! So now I'm out of $70.

FINALLY, someone gives me an answer as to why I was charged an annual fee twice. It turns out they never transferred my account. They just ended my old membership in Queens and started a new membership at the Bed-Stuy location. Since it's a new membership, not a transfer, I have to pay my annual fee AGAIN. So I'm being over-charged once because the staff failed to properly transfer my account twice in a row, and then I'm charged late fees because I tried to do something about it.

Then in May, I started to get automated phone calls that there were issues with my card on file. This was likely due to the dispute I went to the bank with. The phone calls said I need to go log into my account to fix the issue. However, I can't log into the account -- because my online account is for the old membership, and they never gave me the info I need to sign up for an account with the new membership. So, due to card issues, I get charged ANOTHER late fee in May. At this point, I got sick and tired of this nonsense so I swallowed the $58 cancellation fee and quit.

Overall, I paid $168 to Planet Fitness from April to May, when you count all the various fees and charges together. It's just ridiculous. If you must use this gym just because it's cheap and conveniently located, whatever you do, do NOT sign up for the Black Card membership. Sign up for the cheapest membership that you can quit any time with no fees, so if there's an issue, you won't be stuck paying almost $200 because of bureaucracy and...

Great location for the area next to A/C train (Franklin or Nostrand stops).

Upstairs - Ground Level - Large cardio area that Planet Fitness has been known to have across all locations, after being worn in for a good couple months the equipment seemingly stays pretty clean. Overall layout is open and can still be compacted even more. Many, many TVs placed for viewing if you wish. Cleaning supplies are almost always full, if not you can let staff know and it will be refilled. This place has yet to see a large crowd since it has only been recently opened. Once the New Years Resolutioners have come in by the bunch and used the facility for a few weeks/months this place will for sure be softened up and I hope they can keep up the cleanliness.

Downstairs - Basement - Weight area is crammed beyond belief!!! There just isn't enough room down in this basement! The issue is NOT too many machines, it is there is no room downstairs for all these and to have a decent walking path to the locker rooms at the back of the basement. Consideration from owners/managers in moving some of this equipment upstairs is for sure needed. After attending this gym almost everyday for a few months it is still awkward to get back to the locker rooms and weave in and out of people lifting. Equipment down here as well seems to so far be maintained and cleaned. 30 minute circuit takes up a large awkward chunk of the floor, rarely is there someone using it (basically a dead zone waste of space to have it in the basement).

Downstairs - Basement - Locker Rooms are placed at the back of the basement, as previously stated. Spacious area with plenty of lockers both full height and half height lockers. Area has so far maintained a clean look and smell (being a black card member I have been to a few other Planet Fitness gyms and this is the cleanest spacious layout by far for a lockeroom). A few more benches can be placed in the men's side for sure. Shower area over a couple months have also been good, occasionally soap will be forgotten to be refilled, floors are NOT constantly soaked with water.

BOTTOM LINE - For $10-$20 a month this gym is worth a try. Major crux of it all is the overly cramped weight area and awkward walk back to the locker room. As long as they are able to maintain the cleanliness once the masses show up after New Years this gym has potential. Being the only gym in this area though can lead it to be overcrowded soon, currently end of 2015 there is a comfortable feel and...

I have been a loyal Planet Fitness member since 2018 (and previously since 2013 at another location) and have always enjoyed my experience. The staff has historically been kind, courteous, and helpful, always willing to assist with equipment and ensure a positive environment. I usually attend with my teenage son, who is my Black Card guest, and we have never had an issue checking in, until our encounters with Harte.

On two prior occasions, Harte requested my son’s high school ID and for his picture to be taken. We complied both times without resistance, despite my noting that this process had already been completed. On each occasion, her demeanor was unwelcoming, but we complied nonetheless.

On our most recent visit, slightly after 10 p.m., we both scanned our QR codes at check-in. Harte again asked for my son’s ID and insisted that his picture be retaken. We did not have our IDs with us, as we were only planning for a quick late-night workout. At the time, Harte was visibly agitated while dealing with another guest who appeared to be in a nearly identical situation—having already provided his guest’s ID and photo on previous visits.

Harte’s approach escalated quickly. She became loud, demeaning, and repeatedly threatened to have the police remove our guests, who, notably, were minors and were sitting quietly waiting to work out. When I asked what steps we needed to take to prevent this issue in the future, she refused to answer directly, instead accusing me of “harassing” her, stating she was “disengaging,” and ultimately refusing service. She threatened to cancel my membership, along with the other gentleman’s, despite there being no disruptive behavior on our part.

Throughout this interaction, her subordinate remained calm and professional, even quietly advising her against calling the police. The situation was unnecessarily hostile, and it was clear that Harte created conflict where none existed. The guest recorded the incident, and in the end, the police never arrived—likely because there was no legitimate cause for their involvement.

In over a decade of membership, I have never experienced such unprofessional, aggressive, and unwarranted treatment from any Planet Fitness staff member. This incident was deeply disappointing and does not reflect the welcoming and judgment-free environment Planet Fitness claims to provide. I sincerely hope this matter is addressed so that no other members have to experience...