Planet Fitness — Local services in Dallas

I started with TFF toward the end of October, fully aware that I would be charged an annual fee every year. The charge hit my account at the end of November, and without any prior notice, we received an email stating that the gym had been taken over by Planet Fitness. Despite the abrupt transition and lack of communication, I decided to continue my membership since the location was convenient for me.

In January, when they asked members to sign a new membership agreement, I specifically spoke with someone at the front desk about my concern regarding the annual fee. That employee, who was the same person who originally signed me up in November, assured me that I wouldn’t be charged again. I trusted their word, but now, months later, I was charged again for almost the exact same amount. That employee probably is no longer working there, and now I’m stuck dealing with this mess.

The lack of transparency and accountability from this gym has been completely unacceptable. Over the past two days, I have spent hours making phone calls, only to be repeatedly routed in circles. After all the back-and-forth, I finally got to speak with the general manager, which turned out to be one of the worst customer service experiences I’ve ever had. Instead of actually listening to my concerns, he kept cutting me off, talking over me, and dismissing my issue as if I was the problem. He repeatedly said, “We are having a discussion,” but in reality, he was just trying to shut me down rather than address my specific concerns.

To make matters worse, my calls kept getting disconnected while I was waiting to speak with him. On top of that, it was very clear he was trying to avoid speaking to me at all costs—he had the front desk staff handle my concerns instead of dealing with them himself. While the front desk employee I spoke with was polite and genuinely tried to help, he was simply not in a position to resolve the issue. It is unacceptable that the general manager pushed his responsibility onto someone else rather than doing his job.

This has been an absolute nightmare and by far the worst experience I have ever had with a gym. The lack of professionalism, communication, and customer service is beyond appalling. At this point, I wouldn’t be surprised if other members have been overcharged without their knowledge as well. I would strongly warn anyone considering this gym to stay far away.

I would love the opportunity to speak with the owner about this situation—if they even allow it—and I sincerely hope they see this review and...

i’ve been going to planet fitness since i was a teenager and this is by far the worst front desk and staff i’ve ever had to waste my time dealing with. the lady at the front has the worst attitude ever. every single time i’ve gone in there. would rather be rude and have an attitude even go as far as walk away from you when needing service to try and prove a point rather than help out anyone. walked away from the desk when we tried getting a drink. careless always on their phones and they do anything to not help anyone even though at every other location i’ve gone to they’ve been able to help and do the things these people swear up and down they’re unable and incapable of doing. absolutely lazy and deplorable behavior. they clearly prefer to do anything other than their job there... the free weights are cool and all yet there is only one hydro bed out of two that works for some reason. always smells like wet dog by the stair masters every day it smells horrendous don’t understand why or how this is allowed. clearly management doesn’t give a single iota of care about the guest that come in to work out. better off being whatever gym it was before this one because the service here is bottom of the barrel. expectations were already low since it’s a planet fitness. you pay for convenience and you also pay for disrespectful staff members who care about nobody that walks...

I am having the most ridiculous experience with the new management. The most unprofessional group of people I have witnessed. I had frozen my membership for 3 months back on 2/2/2025. I was not supposed to get charged from March onwards, until June 16th. I even received the confirmation email from them confirming that the account has been frozen. However, this month my account got charged twice. I called them several times to get this fixed. Every time a different person answers, acknowledges that there has been a mistake, and then says that the manager isn’t available so they would get his approval and resolve. But nothing has been done yet. I have called in the afternoon, early evening, late evening - at all possible times. Every time the manager is either on vacation, or having lunch, or left for the day. And in spite of multiple requests to arrange for a callback, I haven’t heard from the manager still. Close to $40 have been deducted from my account incorrectly, and the team has been nonchalant and not the least bit apologetic. As soon as I get back to the city, I will be canceling...