Planet Fitness — Local services in Columbus

I walked into this location to cancel my membership, since I was told over the phone very rudely that "That's the policy. It's what you signed when you signed up". So yesterday, I finally had time and I was close to a PF, so that's what I did. As I'm cancelling, I brought up the fact that I disagree with this policy to Kirsten K. which she decided to ignore and act like I didn't ask her a question. So I asked again, doesn't this policy seem odd? She gave me the same robot answer about the policy that I got over the phone. So I asked, "hey, I'm not mad at you and I know the policy now, I wasn't asking about the details ... that's why I'm here. I'm just wondering, do you know of any subscription or membership that you can sign up for online or over the phone but you can't cancel online or over the phone? A subscription that requires you to cancel in person." I tried to encourage her to have a more human to human interaction but she seemed stuck and angry. When I asked if I could get a copy of the sheet I signed she yelled "ARE YOU DONE?" very rudely. I even repeated sorry multiple times while stating that my purpose here was not to get her upset or flustered, I just thought hey, I'm here in my local city talking to a real human who has a life outside of work, and I'm asking an honest question as a concerned customer. I walked away so disappointed. I feel terrible that in her eyes, I probably seem like an angry person when in reality I really just wanted her to have a conversation .... empathize with my frustration ... encourage me to continue my membership... ANYTHING but what she did and how she treated me. I think she might be a manager or something and I'm leaving this comment because she is failing herself, the company, and other employees who are learning poor behaviors because of her actions as a "leader". As I said to Kirsten, I hope that she learns something from this experience. It's should be okay to share your opinion respectfully and to engage in conflicting conversations without it being emotionally fueled. I believe Kirsten is better fit at a call center where her interactions are virtual and scripted. I will NEVER step foot in a Planet Fitness again because of this.

Side note: I googled the question that I asked Kirsten K and her colleague, and I'm almost certain that Planet Fitness is violating the FTC's "Click to Cancel" Rule. My experience needs to be shared beyond google, and I will...

TLDR: This gym is 0/5 stars. Find another option.

My experience with the staff, management, and billing system at this location has been frustrating and unnecessarily costly. Despite providing two valid forms of payment – a credit card and a checking account – and signing up for auto-pay, I've consistently been hit with late fees.

When I raised this concern with the staff, they promptly shifted the blame onto ABC Financial, washing their hands of any responsibility. It's irritating to see the lack of accountability from the gym's management, especially when this issue seems to be widespread. A quick glance at Google Maps reviews shows more than a dozen complaints from other members facing similar unwarranted and unauthorized charges.

To anyone considering joining this gym, I would caution against it. It seems that issues with billing and customer service are systemic, and there are far better options available. It's particularly frustrating that the staff feign powerless and unwilling to address these concerns until a regional manager intervenes. However, the regional managers are elusive, rarely on-site and impossible to reach by phone.

Marred by unreliable and unethical billing practices, lack of accountability, and unhelpful customer service. Save yourself the headache and explore other gym options in the area!

Update: The PF Social team asked me to email them. After 9 emails their team also passed the buck to the regional manager. They "decline" to give me direct contact info or help in...

Stopped in today to work out. Nathan was the man at the counter. He didn't say hello or anything, I received a blank stare. I asked to scan my key barcode to work out. After scanning the barcode he tells me i'm not in the system. After calling the location I signed up with they changed my barcode to my phone number. I then tried again with Nathan to enter my number. He now informs me " I owe money"!! I said "no" I do not my account is paid to date. He tells me to call the other location. Liv at the Delaware PF was absolutely polite and informed me my account was paid in full. Nathan then insists he is right I'm wrong and tells me I CAN NOT WORK OUT THERE! He is so rude and argumentative. I called him after leaving to let him know my account is paid...he then tells me he must have looked at the wrong " profile"! NEVER offered an apology.....he continued to be rude. I'm very disappointed this man is the customer service for the face of Planet Fitness. I have loved the Delaware, Ohio location for years. I have moved near this location. I'm probably going to cancel my membership because of such rude customer service at this location. 6-11-2024 UPDATE.. After leaving a message for Lucas/Manager to please call me in regards to his rude employee I decided to cancel my membership. Doesn't seem like this Franchise owner is concerned about the customer...