Planet Fitness — Local services in Houston

The manager - Nyonyah (unsure of spelling) was rude and dismissive of me when I came in requesting to unfreeze / re-activate my account after returning from a trip. She did not try to help even though I was trying to pay money in order to re-activate.

She said she wasn't able to do anything and continually focused on what she was legally required to do or not do, rather than working with me to figure out a solution. When she continued to name that she could not do anything, I requested to speak with the person who is next level up (her manager, maybe the regional manager?). She first talked crap about her manager, saying things along the lines of how her manager doesn't care, she won't do anything, she doesn't do much, etc.

She said couldn't connect me directly and there was no one else I could contact about this but she did say she would send an email to her manager (while repeating that her manager wasn't going to do anything because she doesn't care) and would print out her manager's response to share with me. She said she would call me in 3 days and I could come into the gym to get the print out of the response.

I never received a call from her, I checked in multiple times and she was never in, and the employees who were there or who picked up the phone were dismissive of me. They were not able to connect me to the manager, nor did she ever follow up with me , and were unwilling to let me know when she would be in so that I could speak with her.

The entire experience was incredibly unprofessional. Especially because the claim was that I could not unfreeze my account, even if I was willing to pay for that month and/or pay a prorated amount, and even though there is a whole section in the account freeze contract that clearly states that unfreezing the account and paying prorated membership amount is possible.

During my time at that gym, I had numerous interactions with this manager who always looked uninterested, was unmotivated to support customers, and the employees she is in charge with were not properly trained to be able to handle the machines, the client system, or the amenities available within the black card membership. I was told by employees that they didn't know how to work the machines in the black card lounge with no efforts to figure out the solution to it.

It seems to me this manager is not competent, not properly trained, and is losing Planet Fitness money and customers. Talking negatively about leadership also isn't a great look either for the business.

Very bad experience at this location - I had to change my home gym so that I wouldn't have to deal with her or the others there again. I would like to speak with someone at Planet Fitness corporate about...

I am writing to formally address an ongoing and unresolved issue regarding my Planet Fitness membership cancellation. Despite being assured by the manager—whose name I believe is Anya or Anha—that my membership had been successfully canceled over a month ago, I have now confirmed that it remains active.

What’s more troubling is the lack of follow-through and communication. I have left numerous messages and spent several hours attempting to reach someone directly to resolve this issue. Despite these efforts, not a single call has been returned—regardless of whom I’ve spoken with during prior conversations.

This has become incredibly frustrating and frankly unacceptable. I have done everything that was asked of me to cancel my membership, and I feel that my concerns are being disregarded. It’s disappointing to experience such disregard for customer service, especially from a company that prides itself on being a "Judgment Free Zone."

Unfortunately, I’ve since learned that I’m not alone in this experience. Others have reported similar treatment, and I understand there is now a class action lawsuit forming. I encourage those affected to speak up, as it is clear this pattern of neglect and misinformation must be addressed.

I respectfully request that my membership be canceled immediately, that all charges cease, and that I receive written confirmation of the cancellation as soon as possible.

I sincerely hope Planet Fitness takes this opportunity to address not only my concerns, but the wider issues occurring at this location. Your reputation depends on the integrity and accountability of your staff—qualities that have unfortunately been lacking in my experience.

Thank you for your prompt attention to...

Update May 2025: IMPORTANT. DEAL BREAKER (see latest photo for detail )

For some reason, the power cage /squat rack were Moved and spread out.

This causes the area for dumbbells and benches to be even smaller. It was pretty tight before, can’t fit more than 4 people working out there.

Ow it for reduced to MAYBE three and one of those will lack of mirror to correct posture.

We, your customers are cramped in that little space or we are basically waiting for spaces.

This is a major deal breaker, after being since opening I might have to switch to another gym.

Update October 2024:

Looks like some of the employee with attitude are gone. Staff is very friendly so far, they seem to care more about the place.

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First time on this gym. Very very clean, hopefully it will stay like this. Decent amount of space, everything brand new.

Staff could be a little more friendly, specially for all their new members and first timers they will be welcoming these upcoming weeks. I literally had to ask someone to give me a quick tour and show me some the place, and offer me a little bit of explanation, even though I am very courteous to them before hand.

I still enjoy it. Put my headphones on, and focus on my thing.

I will update review in the upcoming days visiting a few more days

Update June 11 ‘24:

Some spaces seem a little cramped, specially where dumbbells are.

No ankle straps offered.

There is one machine which is quite off (it is defective from factory by 1-1.5 inch at least) and I brought to attention but I was ignored while the employee trying to give me a “lesson” on why he doesn’t use machines.

I have started to find some ball of hairs on the floor, maybe a little more...