Planet Fitness — Attraction in Raleigh

Title: Terrible Customer Service Experience at Planet Fitness

Rating: ★☆☆☆☆

I recently had an incredibly frustrating experience with the customer service at Planet Fitness, specifically at their new location. The manager, Jorge, demonstrated a complete lack of knowledge and failed to provide even the most basic level of customer service. I am deeply disappointed and would strongly advise against dealing with this establishment.

Firstly, when I inquired about the nature of the new location, whether it was a franchise or a corporate one, Jorge seemed utterly clueless. It was shocking to encounter a manager who lacked such basic knowledge about the business he was supposed to be running. This immediately raised concerns about the competence and professionalism of the staff.

To add insult to injury, Jorge informed me that the only way I could use the facility was to rejoin at that specific location. Essentially, he was trying to force me to pay for a membership twice, which is completely unreasonable. I protested, explaining that my membership should be verifiable through my home gym in NYC. However, Jorge insisted that he had already reached out to them and they couldn't find my information. This seemed suspicious to me.

Frustrated with Jorge's inability to resolve the issue, I took matters into my own hands and called my home gym myself. To my surprise, they were able to verify my membership without any problem whatsoever. It became clear that Jorge had not made any effort to properly investigate my situation or provide the assistance I deserved as a paying customer.

After going through the trouble of troubleshooting the problem with my home gym, I finally managed to pull up my membership on the mobile app. Only then was I granted access to the amenities at the new location. It was abundantly clear that Jorge's main focus was on signing up new members for the new location, and he completely neglected his responsibility to provide adequate customer service to existing members like myself.

In conclusion, my experience with Planet Fitness and their manager, Jorge, was utterly disappointing. His lack of knowledge, refusal to verify my membership properly, and attempt to make me pay twice for a membership demonstrated a blatant disregard for basic customer service principles. I strongly advise potential customers to think twice before considering a membership at this location, as it is evident that the management is not up to par and does not prioritize the needs of...

1-Star Review: Disappointed with Recent "Upgrades" - Lacking Basic Free Weights! ​I've been a Planet Fitness member for a while, but the recent "upgrades" to this gym are incredibly disappointing and, frankly, a step backward. It feels like the focus has shifted entirely to making money rather than listening to what members actually need. ​The biggest issue is the bizarre equipment choices. You've added a ton of leg equipment that most members don't use, including several "swat" machines and now four or five new squat racks. How can you add multiple squat racks and not even provide a single free weight bench press? Anyone who knows anything about lifting understands that a Smith machine and a free weight bench press are completely different. This severely limits workout options for many of us who rely on essential free weights. There's a large, open area that would be perfect for a free weight bench, yet it remains empty. ​Beyond the equipment, my experience with the gym manager has been consistently negative. He seems to harass members over minor issues, and when complaints are raised, it feels like he's telling us to "kick rocks" rather than addressing legitimate concerns. ​Frankly, Planet Fitness sucks right now. We pay our fees every month, and to not even have a free weight bench alongside all these new squat racks is unacceptable. If proper free weight benches aren't added, I, along with at least 15 other members I know, will be taking our business elsewhere. Listen to your members and provide the essential equipment we...

If you didn't know you have to cancel your membership in person or by letter. You are supposed to be able to cancel online but the portal doesn't work and planet fitness staff are unhelpful and rude and just tell you to mail a letter. Just know before signing up that it is an absolute pain to cancel your membership. I moved and can longer use planet fitness services so I am going to have to mail a letter, confirm that the club received it and are no longer going to charge my card and steal from me. When I signed up the words "no commitment" were plastered all over the web page but obviously that's not the case. They have the ability to cancel your membership over the phone but planet fitness survives off passive income from gym goers who forget they have a membership. That's why they make it so hard to cancel, so you just give up.

I talked to a pf employee on the phone that lied to me and said they tried to cancell my membership but couldn't because their system crashed but then I called back and spoke with a different person who said they couldn't even do that over the phone. Then after leading you on for 10 minutes acting like they can solve your problem they transfer you to the store where the employee tells you the only way to cancel is by mailing a letter. Horrible...