Planet Fitness — Attraction in West Covina

Been to the covina (Azusa and Arrow Highway) one year. Also the Eastland shopping center planet fitness for another year. Let's be real. Price is great and very convenient. Compared to other fitness gym. Covina fitness very rude, unprofessional, and charged not just the monthly fee twice. What the... When I call about this extra charge. All I got was, I don't see it and I would have to email customer service about it. I am the customer and showing you the extra charge on my online bank app. Like you asked to show proof. So I stop going to covina planet fitness and resigned with the new planet fitness at Eastland shopping center. Same thing. Lazy, rude and unprofessional employees that don't understand the importance of great customer service. It all starts with a smile and proper communication. Also the same thing. 6 months in they double charged me one month January 2022. Went throgh the same thing, And this time I did email customer service. 3 weeks later I get an email that I should get a refund. Never got it. May 2022 they charge monthly the $22 and a week later $10 and week later another $22. Call the planet fitness at the Eastland shopping center and they give me a number to call after explaining the issue that they can't even resolve or like they say, I don't see the charge. So I call the number and they also don't see the charge. After disputing it for about 30 minutes. The representative tells me it's because of a late fee. I say How is that if you take it out automatically out of my bank. Also you have me for 30 minutes telling me you don't see the charge. Just a bunch of excuses. But that's what I get for coming here for the price. Rather oay a little more just so I don't get ripped off and the worst customer service representative at the gym and on the phone. Need to stop pointing fingers at each other and just be honest and resolve the issue. Hire some gym employees that care and have some understanding on how important is customer service. It goes a long way to maintain a business. I did research other local gyms and I love paying the extra $10 Yes $30 total and I get better service and no over charges and much cleaner. Do your online research before signing with planet fitness.There are free day trial at other gyms. Check it out and you'll see and compare the gym and service to planet fitness. Thanks for reading my post. Good luck on your gym hunt.

Re:Owners response I tried to resolve this issue twice and to answer my questions when they where asked. Did not get my questions answered and the extra charges also no resolution. You had your opportunity, and now that I post my experience, you reaching out. Its a little to late. I'll take my $50. Plus money loss and post my experience with your planet fitness gym. So the consumers are aware of possibilities of your extra charges and very poor...

I go around midnight night owl here . Cleanest gym I’ve ever been to. They use a duster on every machine and vacuum the entire gym around this time. Also clean bleach smell the bathrooms:.:.. the planet fitness cardio machines are very odd short leg lengths. They only have 1 sit chest machines but it’s a ok gym as far as equipment but cleaning is top notch at midnight. I just transferred to this location because of it being 24/7 gym. Wish they didn’t have so many of the same short elyptical machines. My legs dont reach max length and I’m only 5’11 …/ 24 hours has better machine for sure … all the muscles building equipment is lacking about 6-12 inches of reach : 24 has better equipment but 24 doesn’t have 24 hours anymore they all close at 10pm planet fitness needs to supply equipment that’s a full reach. It’s like they cut the last foot of reach for space too add more equipment .. even the elliptical machine doesn’t go full strength stretch like 24 hour equipment. But I sweat and workout good just wishful the equipment wasn’t built for a woman of 5’2 also they don’t have the shoulder machine like 24 I miss that . The 1 where you raise your arms to build shoulders arm muscles! Don’t know what’s it’s called . So all in all very clean gym just they need better equipment not so much for a short person and I’m only 5’11. 24 hours equipment is better but they close at 10 pm now . This plant fitness is 24/7 which I like and free car charging a 4-5 minute walk from walmart front door : their they spam me for a review I just gave it ! Clean as f ch equipment lacking built for 5’2 people for space to cram more equipment in the space but doesn’t work out as well for average height. All equipment needs at least 8 more inches for reach especially elliptical machines less is definitely not more for a good workout! 24 hour machine is definitely better but they close at 10 pm now also no clock in the gym at all it’s their thing but odd I like 1 hour commitment but have to look at phone when tired to comment to 1 hour . Weird no clock at all not even 1 by desk. And no scale In...

Terrible service and inflexibility with premium members

Had an absolutely frustrating experience at this gym. My phone broke right before my workout and I brought my driver's license as ID, thinking that would be sufficient to access the facilities.

The problem: Staff flat-out refused to let me use the gym because I "needed a smartphone" for check-in. When I explained my phone was broken and showed my license, they said they couldn't verify my membership without the mobile app.

Most outrageous part:I have the PREMIUM membership that allows me to visit any gym in the chain, but they denied me access because this "wasn't my home gym." So what's the point of having the premium membership if I can't use it when I need it?

No backup systems: It's unacceptable that in 2025 they don't have an alternative system to verify memberships. What happens to people who don't own smartphones? What about elderly members? They told me they "don't have access to the member database" from the front desk, which sounds like a cheap excuse.

Non-existent customer service: Staff was inflexible and unprofessional. They offered no alternative solutions and showed no willingness to help a paying member.

Would not recommend:If you're looking for a gym that values its members and has functional systems, look elsewhere. It's a shame because the facilities are decent, but the service is terrible.

Won't be renewing...