Planet Fitness — Local services in Minnetonka

Aug 4 the female working was cleaning the machines in the morning and when me and another lady came into the front the front desk, lady made eye contact with me as she saw I needed assistance at the desk and I was standing there for a good 10 min. When I tried to find her she was no where to be found , when I called the store while she was in there she didn’t appear or even bother to come check. I then had to ask a guest if they have seen any workers and he said “no” so I continued to call for a couple mins without any help. I finally left and called 5 min later to see if anyone would answer , nope same thing unfortunately. 30 min later the front desk finally answered and when I asked her if that was a normal procedure to do “make eye contact with customers at door seeing them need help , and you continue to walk away “ and she just goes “I was cleaning why didn’t you wave me down” I told her you looked at the desk where me and another female were and you saw I put my hand up and you continued to walk away and when she flat out lied to me saying she wastnt aware I needed help that’s when I asked her for her name again and she goes “I already gave it to you “ so I said this is bs and then she hung up on me . When I called back to ask her name she laughs and goes bye bye . If this is the type of workers you want in your facility that’s unacceptable and the whole management should be looked into. Worst customer service ever in the morning . Not my first problem with this lady . She’s snippy and rude and will roll your eyes at you if she’s not in a good mood that day. I suggest you have a major talk with whatever nasty attitude person you have working MORNINGS . I would NEVER want to come here in the morning to have my morning ruined by a miserable person who...

I would have rated higher except an issue I had with one of the employees. I accidentally had my primary gym location changed (and had to wait the 90 days to change it back to this location). I asked the front desk if they could help me make this change after the duration had passed. A middle-aged white man was assisting me and he said I needed to do it through the app, but the app wouldn’t let me. It said I could do it online but the website wouldn’t work, and the FAQ page said I could do it in person. This employee didn’t know how to make the change on the computer so instead of even asking another employee for assistance he told me “contact customer service i don’t know.” I came back the next day and he was at the front desk again busy and another employee was present. I asked for her assistance and explained the situation and she was very courteous and made the change for me easily on the computer. I had said nothing to the man but he butted into our conversation with “I told her to go on the app and call customer service, if she would have done that then she wouldn’t have to bother with all this you should have called them—“ he was ranting so much that the employee helping me had to say “ENOUGH [employee’s name], leave her alone.” Without even looking at him, as if she knew this was his typical behavior. He stopped but I couldn’t believe he wanted to butt in and argue! This location is still my primary gym and all the employees have been fantastic except this one man. Every time I see him it makes me feel unwelcome and unsettled. Frankly it looks like several other customers had complaints as well about him. If he’s been talked to several times or even once before about his behavior towards customers, I doubt it will change even if he’s talked to...

Nice gym, pretty clean. However, the staff are absolutely horrible. I stopped in to cancel my membership, and the two staff at the desk ignored me for about ten minutes while they finished up their conversation. When one guy finally came over to assist me, he was very rude and unprofessional. I signed the paperwork to cancel my membership and the guy told me I was all set. The next month I noticed I was still getting charged. Went in again to receive the same treatment and signed the papers again. Finally the third month after I canceled I called the gym to see why I have canceled twice but continued to get charged. The team member gave me an email address for the “higher up’s” to decide if I should get my money back or not. It took a day or so for the “higher ups “ to get back to me, and they declined my refund because they didn’t have any paper work on file even though I signed twice!!! They also told me that I never checked into the gym for a few months....obviously I didn’t since I thought my membership was Canceled TWICE!! Some of their team members are useless when it comes to customer service or CANCELING A SUBSCRIPTION! Would not recommend this gym to anyone for the simple reason that they don’t care about...