Planet Fitness — Local services in Frisco

If only I could give a 0 rating. Never trust them with your credit card information. They continue to charge even after you put in your best attempt to cancel all services. The facility looks decent but never trust those smiling faces who market their services and put you in an endless loop of recurring charges. I cancelled all my services on 6/25 and they have since charged me around $320. We have not used a single service at the facility to date (no checkin). In total I have been charged around $650 to date and counting.

On June 19th I registered my son for a personal trainer session at the facility. The personal trainer session was a bit expensive $296 a month. I was explicitly told by the person who “marketed” the session that there was no contractual obligation. I also took a club membership which they told had a 30 day notice which I was fine since the cost was around $22 along with the personal trainer session and slightly more without.The last month fee was collected upfront to account for the 30 day notice.

The front desk rep set us up with a personal trainer after registering and charging our card. The session was set up for Thursdays at 5.30 PM ( starting from June 20th) and this was confirmed orally. We reached the club on June 20th and there was no record of our session - after a lot of argument the general manager Mr Nolan pitched in and offered to set things right. He set a schedule for Mondays beginning June 24th at 7:30 pm. We went in again on the 24th and were told that session was moved to Friday without getting confirmation from us for my son’s availability.

Again the front desk was not helpful and they have no clue of what’s going on - they absolutely didn’t care about honoring customer commitment..

We were frustrated with the service of the club and asked them to cancel all services immediately and refund charges since they did not honor their commitment twice. They started talking about the signed agreement and contract. In all fairness your club cannot question the agreement if you cannot honor the service commitment from your side.

We cancelled our club membership on 25th. After reaching home we started reading all our agreement documents and realized the personal trainer session was also a contract. We rushed to the club spoke to Nolan about the trainer session. He confirmed we were in contract but the membership cancellation was overarching and that would cancel all other services. We left trusting him and your club. We also sent a certified post with all the above information and the conversation we had with Nolan to the PO Box specified in the contract. The mail was received on July 1st.

On July 12th when I checked my account I realized I was charged $296. We went to the club again. The manager at the club then told that we had to explicitly cancel the trainer sessions and he did so. Again on July 19th I was charged $23. I visited the club again and they told the charges were for the 30 day notice period.

All this seems to fraudulent misuse of the card on file information. This is really getting frustrating now. We have visited the club several times trying to settle this matter and to get more clarity into what is happening. The front desk folks appear to be mere dummies. They have no clue of what is happening with the billing. All they tell is the billing is per the contract. No one from the management is available to explain the details after 6pm. To date I have been charged a total of $663.41 for no services at all. And I don’t know how much more.

The attitude of some of the front desk folks are really irritating. They have no empathy towards the customers. My recommendation is never sign into a contract with them and avoid providing a regular card for them to add to their card in file. It has been a frustrating experience for me. I am still trying to see how I can get my financial data off their system. A number was provided for their head office but the calls always goes to a voice mail. Calls are not returned even if you leave a message with...

If I could do negative stars I would. I joined this gym after I was diagnosed DCIS and treated for pre breast cancer had surgery to remove both my breasts. I let the trainer know what I was wanting to do Nikki master trainer was great at first but said I could use my FSA card for my training sessions I let her know I would only do them if it was paid by this card she said no problem gave her my card info did one training session then they had to reschedule due to the trainer not being able to do the time slot I needed they never called to reschedule nothing. Then the end of March they charged $196 for training but it was charged to my card on file for my monthly dues not the card I gave them for my training sessions I had money available on my FSA confirmed it and talked to the general manager Nolan and Nikki sat down with him notated everything in his brown note book said he would talk to his boss and said he would call me back Nolan assured me he would get it fixed and send me an email stating so I never heard from him. I called multiple times finally he told me he wasn’t able to get in touch with his boss to do so that it would be best for me to contact my bank. I called my bank disputed the charges a month goes by they charged the wrong card again for $196 for training sessions last time I went in he said he would call me back after he looked into it again no word so I called left multiple voicemails got no where called corporate multiple left messages no one called me back I finally got a hold of someone at corporate she was the operations manager told her everything that happened she said his notes state otherwise and they will charge whatever card is on file I told her they had promised to get this fixed she said too bad I asked to speak someone above her she said there is no one available for public I asked for her bosses info she said no. I called left multiple messages for Nolan again weeks go by I finally went into the gym today and spoke with him again and asked for the the email he had promised months again said he would send it stating that the location charged the wrong card again . Still waiting for this email he apologized I told him it’s sad that they have this type Of customer service be weary of this location and the whole company if this is what they do is lie to you do empty promises. I told Nolan it’s sad you don’t expect this from a gym it’s like dealing with a sleazy car sales person and to have a general manager ghost you and never call you back! I’m still trying to get my card refunded for $196 we are now in June almost July!!! So your reply to me is to call the same location again and leave another message for a General Manager Nolan to not return my phone calls again this is just redundant. I called the number on 6-28-24 he stated Nolan was in a meeting with a trainer I left a message to call back isn’t there anyone else that can actually help resolve this ???? I’m tired of getting the run around...

0 stars! The facility might be nice but I have had the worst experience opening up membership here.

First, I had gone in to open up a membership for my 2 kids - the guy who helped me - Jon Palmer - he opens it up one under my name and 2nd under my daughter's name. When I start to sign paperwork, I told him that it is supposed to be for my two kids - not me. He told me to just let the front desk know when I come to get actual cards. I took his work. He gave me a deal for not paying for June at all and also waiving $59 annual fee per person - since it was end of the May they had special deals. I had told him that my kids just want to work out in their summer break. He said we would only get charged for July and that's it. Then, we can cancel.

The following week - I go here and tell the front desk to get the cards and correct the name from my name to my son's name - the person there informs me that it doesnt work like that. I was not able to get my cards.

I called about 5+ times and stayed on hold, they took my name/number and told me that manager would call me back. Nothing happened! Finally on 6/20 - I go in to cancel my membership after worthless/horrible customer service! Again - Jon Palmer- is at the desk. He cancels my membership without asking a word because he knew what all had gone wrong. He confirms that I would NOT get charged anything after he cancels the membership due to all these issues. On July 10th, I am reviewing my credit card bill - and, I see two separate $29 charge for the membership and two separate $59 charges for the annual fees. I called them this morning and they ask me to come in and see Edgar. So - I have spend over 5 hours dealing with them either in-person or on the phone. Note - we have NEVER gone in to work out. And, now I have to go in to request my money back that they had informed me they would waive at the first place when opening up a membership and confirmed again not to get charged when cancelling the membership.

I have difficulty believing that none of my messages that were left when I called never made to the management. Hard to believe that no one tried to call and resolve the issue. No one took time to train the employees correctly that you dont just open membership on different people's name and ask them to let front desk know when you come to pick up the membership cards.

Extremely careless customer service!

If anyone from the facility is reading this - please train your employee correctly to avoid these types of issues. Jon Palmer opened my membership wrong and cancelled my membership wrong.

The facility may be nice but I have had a terrible experience with the whole process of opening membership, incorrectly opened under wrong names, then now false charge and still have to deal with them to refund the false charges. All this for 0 days of...