Planet Fitness — Local services in Lower Southampton Township

I was attempting to cancel my membership and hadn't been to the gym in over a year when I saw a $39 fee on October 1st posted to my bank account. I called to speak to the manager and explain that I hadn't been using my membership in over a year and wanted to cancel it get this $39 fee refunded. I was told I had to come in to cancel my membership and that the fee was non-refundable. The GM Priscilla advised that she couldn't refund it since I hadn't cancelled the membership 7 days prior. They never explained that the $39 fee was a recurring charge, I was told it was only $10 per month after the initial payment to start the membership. Priscilla has to be one of the most unprofessional and miserable people I have ever encountered in a customer service position. She could see that I hadn't been to the gym in over a year and still would not even speak to me about cancelling the membership and refunding the fee. She advised that it's a case by case basis and that she could do nothing for me, all while giving me this angry grin and annoyed look. I asked to speak to the business owner was promptly told that it was not possible and I would have to reach out to Corporate. This was a deceptive practice of not disclosing all of the hidden fees associated with being a member. When I signed up, it was supposed to be $10 per month with no hidden fees. Priscilla should not be in a position that provides customer service in any matter. If I were the business owner, I would want my GM to speak to people in a courteous and professional manner. Priscilla is an unmitigated disaster and I hope that this gym continues to lose business because of her.

If you are the business owner, please contact me so I can discuss this with you. I am leaving a similar review on Google and contacting corporate to file...

I really try hard not to leave negative reviews but think this may be the only way to see change. I have been a member for several years and have not had any issues until about 4 mths ago. I have BEGGED the desk, managers of all hours to please fix the assisted dip machine. It's a significant part of my workout goals this year. So much so that I have stopped going to this club which is literally 5 mins from my house to travel 30 mins away to work out at the Warminster pa club. Warminster had the same issue with their machine but it was fixed within days of the problem being brought to their attention. Thank God I have the black card and have the ability to use a different club but it's a shame that it is mandatory. I love the staff here and feel that they are very attentive typically. The story goes that the maintenance guy is shared between clubs and doesnt get around often. Again. It has been over 4 mths since the problem was reported. PLEASE do whatever it takes to get this rectified. Edge Fitness has been after me to switch and while they are a little bit further than 5 mins, they would obviously be a lot closer than 30 mins. FOLLOW UP: I was contacted immediately upon leaving this review a month ago. To this day, the machine is still not fixed. The only way I can explain it is that when you go to pull up it is like you are fighting against the machine to pull up. It is not a smooth transition. It makes it very difficult to do more than 3 reps. If someone would like me to come in and demonstrate the issue, I could in the afternoon on most days. I would suggest you try to recreate what I do by counter weight of 100lbs and do the pull up. Its like the machine is gunked...

People weren't wearing masks, not giving 6 feet of space, equipment was broken.

I received an email asking for a review, so I gave one. The next day the manager called me and I told him he can email me instead, as they do not have my permission to call my phone and I wanted all correspondence correspondence in writing.

He ignored me completely and very passive aggressively let me know that the mask mandate had been lifted for vaccinated people and they cannot ask people for a vaccine card.

Which is completely false, PF is not a public space, you pay for a membership, if you don't wanna wear a mask, go pay for another gym. 90% of patrons has no issues wearing masks, except the typical anti masker looking types. I even spoke with another patreon and she said it's been like this long before the mandate was lifted. Not to mention they have their own signs posted tthat masks are required, which I didn't even have a chance to tell the manager because he was only interested in telling me I was wrong. Most businesses are keeping mask mandates for their business because they care about their patrons. Just know PF isn't one of those businesses. Never addressed my issue of broken equipment, just hastily and unconsensually called me to defend himself and hung up.

I'll never return to this location. Seems by other reviews that they haven't been abiding by mask mandates for months, so I can't say...