Planet Fitness — Local services in Las Vegas

I joined in March 2023 to get assistance getting my last 50lbs off. I downloaded the app and scheduled a “Design your plan” 60-minute appointment online. When I came in for my appointment, I was told there were no trainers IN ALL OF PLANET FITNESS…EVERYWHERE. The Assistant Manager was surprised that customers were still able to schedule their appointments because trainers have been “gone for a while.” She then explained to me that all PF staff hours were cut by corporate. She also complained about another male employee not coming in. Then she spoke to another customer about how PF was falling apart. She said they don’t update things when they should, like a customer being able to schedule this appointment on the app. She called the manager and nothing came of that. She said she would reimburse me, but the appointment was free. I asked her what she was reimbursing me for, and she said I don’t know. It makes me think: what other appointments are able to be scheduled but don’t exist. A different female employee came in and the assistant manager explained it to her. She laughed and said she would call her cousin who works at another PF on a different street. She called, hung up, then told me to call. I called immediately, standing right in front of her, and the person on the phone said there is nothing they can do. The cousin wasn’t available and is not a trainer. i was invited to talk to him on another date, about what, I’m not sure since there are no trainers and he was not a trainer. I quickly decided to terminate my membership. Went in to complete the form and there was no form. The staff read me something really fast and told me to sign digitally on the machine. I started reading the paragraph, which talked about buyout fees. Before I could finish reading, the lady clicked buttons on her computer and was telling me to have a good day. I told her I hadn’t signed anything, but was reading the paragraph so I knew what o was signing. I had to tell her this twice before she redid the process and brought the paragraph back. I asked if my contract had any such applicable fees and was told buyout fees were not a thing anymore. I looked at her and asked if this was yet another thing PF has failed to update and she said yes. When she terminated my membership, the screen said I owed $58. She zeroed it out and said she waived the fee. I asked her how she waives a fee that doesn’t exist with this new system. She again said she didn’t know.

So, you can schedule appointments with PF that don’t exist. You can cancel a membership, get charged a buyout fee, get that fee waived, but there is no paperwork to complete as it says online. Systems are not communicating. Things are being changed in one area of the company but not in others where it also applies. This causes messes like this one and a decrease in membership retention.

If this is how the organization is truly operated, I am surprised it has lasted this long. Yes, the facility was clean, but I feel sorry for anyone who has their debit/credit card tied to their account when they terminate. It is possible they’d get charged the buyout fee then have to be reimbursed since the fee no longer exists. I’m sure this will take 5-10 business days.

Do better PF. Your customers deserve a system that is updated and current in all aspects. Train your staff to remain professional even when they are tired and working alone. None of this is the customers’ fault.

I love how cheap the gym is, which is the only reason I opened a membership with them. However, I am not willing to be played with by a company that can’t update its terms and their...

UPDATE: Here we are 2+ years since my original review of this business and I figured it's time to provide updated comments. Again, I've been a loyal customer since its inception and although there have been a lot of personnel turnover, the service remains top-notch! Employees like Ganda, Payton, and Chris, are folks that bring such a positive attitude to PF. I would be remiss to not mention a former employee, Tianna, who was an excellent manager of this location. I am still hoping that this gym accomplishes some renovations and expand the square footage because I'm noticing more and more new faces in there making it difficult to workout at times due to the lack of floor space and available equipment. Oftentimes, I'm having to modify my workout routine due to the lack of equipment, which isn't ideal at times. Although this is a judgment-free environment, I am judging the business on its available floor space. Overall, my rating has not changed and I still like and enjoy this gym as depicted in my 4-star rating. Note: I will not increase my rating until the gym expands. Thank you, PF staff for the ongoing remarkable service! I've been coming to this gym since its opening date and during this time, I've had the experience of seeing a lot of the workers come and go. Some may say that employees leaving shouldn't be a basis of a good or bad experience since this is only a gym...but, it is pleasant to see familiar faces when you walk in the door and when you exit the gym. Since the gym's opening, I've had zero issues with how it operates and I enjoy how friendly the staff is/have been. The only issue I have with this Planet Fitness (PF) is the overall size, resulting on minimal Cybex machines on the floor. I've seen other PFs where there are literally two of every machine and they have a bigger variety of machines. Obviously, this isn't a show stopper for me since I'm still utilizing this gym. Although I'm not a fan of how busy this gym gets during the summer months, I do enjoy how PF allows school-aged children to work out for free during the summer months - definitely a good program to promote a healthier lifestyle for...

If you want a basic gym with a few extra amenities this is it. Happy I joined this location. It sets a higher standard for the rest of the Planet Fitness Chain as far as cleanliness, professional but friendly staff, equipment options. I checked out a couple others that have antiquated equipment (even requiring coins for the massage chairs which are provided, no Rockbot, not as clean. I will say the whole “No judge” regarding slamming and grunting leaves me perplexed-I am not a “lunker” (no judging?! but there is an actual term/label in huge letters overhead judging!) by any means, but understand why folks that lift heavy weights might grunt and groan doing their workout, and might put weight down a little heavily as they wear out their muscles during a workout. I do appreciate the cleaning stations all around but the constant spray of chemicals in air is not exactly healthy either to breathe in-maybe educate with signs about spraying into towels to wipe with as opposed to atomizing for all to inhale deeply. (Including your staff!) All in all this is a down to earth gym that has a good atmosphere and clean equipment, choices in massage options (although a little more than 10 minutes would be better-it is not usually crowded or a line waiting so maybe an option to continue if staff notices) up to date environment. Glad to have joined here. Parking is free & spacious. There is a grocery store in the plaza & other shops so you can easily get errands accomplished in the same area without wasting time/gas driving around....