Planet Fitness — Local services in New York

BEWARE! This place will SCAM you if you’re not careful! My parents came to visit and they wanted to sign up for one month. They were told multiple times that they would only be charged $10 for that month and could cancel by a certain date without being charged anything else. My parents don’t speak English very well so they called me on the phone to make sure they were understanding everything correctly. I spoke to a PF person on the phone who assured me multiple times that as long as we came in person and cancelled by a specific date, we would not get charged anything else. Well low and behold we went in on the day they said we needed it cancel by and were told it would be a $58 cancellation fee! When I told them what we were told the people on call basically said there was nothing they could do and we’d have to speak to the manager who wasn’t even in that day (there should ALWAYS be a manager on call if they’re the only people that can get things done). We had to come back 2 more times (3 in total) to make sure they cancelled the membership and didn’t charge us the cancellation fee. If we hadn’t gone through that trouble, they would’ve gotten away with their SCAM. They took advantage of the fact that my parents did not speak the language to try to rope them into charging them more money than they were initially told. It is disgraceful, the people working there do not care and clearly management is shotty. Unless you are willing to jump through hoops when you’re ready to leave, DO NOT SIGN UP HERE!

Updating my review based on owner’s response: we did go on the 10th, we were told AT SIGN UP that we would not get charged ANYTHING (not a cancellation fee nor an additional month, which I asked about separately and directly multiple times) so long as we went in person and cancelled on the 10th. We went in person and asked to cancel on the 10th and THEN were told about the cancellation fee that NO ONE had mentioned before. Any explanation given is just an excuse to disguise the scammy behavior employees in this location engaged in. Like I also said in my review, we were able to fix the issue after going back two more times so I will not be reaching out to any billing department. Do not listen to the owner’s comments as they do not give any sort of accurate explanation and fail to address their lies and complete lack of customer...

Do not use this Gym! Customer contact is appalling. I mistakenly purchased a day pass for the W35th street gym in NYC and when I enquired about a refund I was told I had to wait for the manager to be in. I subsequently visited the site 4 more times and the manager was never present and nobody would contact them on my behalf. I took a card with the managers email address and made my own contact. After sending 5 emails with no response, I reached out to the company on social media. I was sent a form to make a complaint which subsequently directed me to contact the gym directly. I informed the social media team (the only people who would actually engage with me) and they said they would reach out to the gym themselves. After another 3 weeks of repeated contact from myself the social media team have now also washed their hands of the issue and told me that I will have to visit the gym. I have informed them on multiple occasions that I actually live in the UK and so cannot visit the gym directly. This falls on deaf ears and I am told there is no other option. This feels very much like theft to me when I paid for soemething which I did not use and am unable to get a refund. Once again, large corporations showing a total lack of understanding and empathy, passing the buck and then just adopting the silent approach. What a shocking example of how to run a business and customer service. If you use this product you may find all is well until you have a problem at which point you will be left out in the cold. Use at your peril!

UPDATE

I am unable to respond to the response to my review so leaving a reply here.

Clearly the owner did not bother to read my feedback as their response to reach out to them to try and resolve the issue is a further regurgitation of the same ineffective advice previously given by automated systems, in gym staff and the complaints procedure.

Please feel free to contact me directly to demonstrate any willingness to actually address the issue; I suspect I shall be waiting a long time.

As I have stated previously, I have given this company many chances to make amends and I have done all of the legwork throughout this issue only to be offered generic responses and a total lack of...

I signed up for membership at Planet Fitness Herald Square on June 19th. I went in to cancel on July 17th since I was going back to school and couldn't use my membership anymore. I enjoyed my experience at Planet Fitness and would recommend the gym to my friends. I signed the pin-pad and they told me my last billing date and said that my account had been cancelled. About a week later, I saw that I was charged about $40 by the gym. After calling Planet Fitness, they told me that I did not cancel on time and so I was charged the annual fee. After mentioning that I didn't know when the date to cancel in time was, they suggested that I speak to the store manager. I went to the gym the next day and they told me that the manager was not there and gave me her hours for the next few days. After coming in 2 days later, they told me that the manager was on vacation and to try again next week. I spoke to the assistant manager that day instead, and he told me that my account had never been cancelled. I spoke to the manager the following week and she said that since I never received a receipt for my account cancellation, she couldn't help me. I explained my situation but she said that all she could do was cancel my account now. I was extremely frustrated because I felt like I did nothing wrong but no one was supporting me because the receipt never came in. Although I enjoyed my experience at the gym, I felt that they didn't care about me as a customer. They told me that there was nothing I could do and left it at that. I am a student and cannot afford to pay fees that I don't have to. I went in to cancel and just like the first time, I signed the pin-pad and they told me the last billing date. This time, I received a receipt but I would like a refund if possible since I was charged the annual fee and an additional month of membership because there was a mishap during the first cancellation. If you sign up for this gym, make sure to get a receipt for everything or else additional fees can rack up. I also sent an email to planet fitness but they said to contact the local gym since their office has limited...