Planet Fitness — Local services in Clovis

Story time with a 100% (p&t) Disabled Marine Corps Veteran. I have been a black card holder and frequenter of this gym for several years. Recently, within the last year, this gym seems to have come under new management and new employees. If you frequent PF, then you know about the "lug" alarm and the state of the equipment; some of the machines have padding that has been worn down over usage and some machines have bumpers that need to be replaced. I have never had the lug alarm called on me or have ever had employees approach me until today. This morning, as I was finishing my workout, a seated leg press, I was approached by an employee vacuuming, he mentioned to not "drop" the weight, I let him know that a bumper was worn and causing metal on metal contact....now, this was my second set of ten and he did not approach for any noise, as the "lug" alarm had not been triggered and was cleaning the area. In under a minute a second employee came up named Nate. I tried to show both of them the contact point and the divots in the metal caused by those contacts, neither of them were interested, so I asked to speak to the manager. As I was walking to the front desk, Nate antagonized me by telling me that he would cancel my membership and to get out of the gym. I said I want to talk to the manager. At the front desk with the manager, a lady named Angie, she was not able to control her employee Nate, as at the front desk, in her presence Nate threatened to beat me up. Angie then sided with her employee, even though he was being antagonizing nor listening to her. She was not interested in my attempt to explain and provide a photo of the contact points on the machine. I asked her if she had heard me slamming any weights or not, to which she responded she was on the phone, but could hear something...Ok, Angie, but was it me? She was unable to say that it was. Mind you this whole time Nate was in the area continuing to antagonize the situation. This whole time the argument escalated to both of them canceling my black card membership. Now, this was not the gym I did my initial contract with, but this is the gym closest to my house and for the last 4 years, my constant gym in the Fresno area. I say the Fresno area, as my main reason for having PF is that I am/was able to use the gyms across America; however, this is no longer the case. After leaving the gym, I called corporate to relay my concerns of a Franchise having the authority to cancel my Black Card membership. I was told that only my home store could do that and as such I began my drive to the PF that I signed my initial contract. In the 30 minutes that it took me to get ahold of corporate, I was greeted by a very polite individual that stated they would relay my concerns. I was told that I should receive a call in 3-5 days to address my concerns. About 20 minutes after my conversation with the help line, I arrived at the "home" gym and was informed that my membership was in fact cancelled. I have never had an infraction with PF and have been a Black Card member for almost half a decade. I have used PF gyms across the United States and out of every gym, Golds, GB3, Crunch and even military installation gyms, I can say that this was the worst I have ever seen customer service individuals act. I can not refer to them as customer service professional, because nothing about this situation was professional. Beyond that, a Franchise was able to cancel a Black Card membership of an individual not within her store. How about my "home" gym, I can't say anything there, as I haven't been to that gym in years. I did ask that manager who approved my cancelation and I was told that it was Nate Garcia, a district manager. For all of today and how unprofessional the staff was and how long-term member can be cancelled without recourse...PF at this location is turning to garbage and maybe the Fresno area in general......perhaps, it's time to seek new gyms people.

Disgruntled...

I’ve not had any issues at this gym until recently. When my fiancé and I signed up, we weren’t sure which one of us we wanted to make the primary member but we were assured by the person who signed us up that this could be switched with ease at any point. Given the assurance we were given, we decided to sign me up as the primary member and my fiancé as guest believing we would be able to switch it in the future. Months later, given changes to our schedule, we wanted to switch the primary member from myself to my fiancé instead. I called the location and was informed that we could do the switch but only the general manager could switch it for us so we’d have to make sure he was in when we request the switch. We then went to the location and was informed by an assistant manager the same thing - that it could be done but we’d have to be there when the general manager was present. We were then told when he would be in. We went there at the time they told us the general manager was there, and he was, but then we were told that the primary member and guest could NOT be switched! I called their corporate office but was given no help whatsoever. Despite the multiple misinformation and false advertising, neither the location nor its corporate offices offered to work with us to fix or remedy the issue. They instead expected us to incur more fees (by either cancelling the membership or opening another account) without taking any responsibility. It’s horrible customer service, especially when the misrepresentations made were detrimentally relied upon by customers just for the location to get more people to sign up. I hope they don’t fool anyone else into promises just so people sign up...

My biggest pet peeve is a dirty gym and this visit gave a pretty bad impression.

Came in and the men’s locker room was highway rest stop status; disgusting. The toilets were covered in urine and there was no toilet paper. I told one of the male employees; he was wearing the gray zip up so I think he might be some level of supervisor / manager. For the next five / ten minutes he decided to stand behind the counter with three other employees having a good time laughing.

Little more time passed and him and the other male employee started going around the gym refreshing the cleaning stations. I assumed the restroom was handled; it wasn’t…. It was now 25 minutes after I told this employee the toilets were foul and he didn’t bother addressing it.

For the locker room to have been that dirty and out of stock, that means it hadn’t been checked in a couple hours. That’s unacceptable for such a high capacity / patronage gym.

For an employee to have the attitude of “yeah, yeah, I’ll get to it when I feel like it” when the toilets are literally unusable, that should require a coaching session from management.

For a male employee to finally replace the toilet paper, but ignore the toilet soaked with bright yellow urine, unacceptable.

For the gym to have four staff members on duty standing behind the counter, and the locker room to have been that dirty, this wasn’t a one-off incident where they were shorthand and overwhelmed. This filth is the standard and the club needs to do much better.

I really hope things turn around and cleaning becomes a...