Planet Fitness — Local services in New York

The Canal Planet Fitness facility is exceptional, I’d rate it a 10. It’s a beautiful, spacious gym that allows for a comfortable workout. The culture, reflected in the people who visit, is cool and respectful. Everyone seems focused on their own routines, and I didn’t notice anyone hogging machines. However, despite this positive experience, I’m giving the gym a 1-star rating due to the behavior of an employee during the closing shift on August 17, 2024. While his female coworker was professional and courteous, this male employee was extremely disrespectful and confrontational.

Here’s what happened: The gym was set to close at 10 p.m., and I’m always mindful of the closing time. By 9:58 p.m., I was already off the gym floor and in the locker room, gathering my belongings and using the restroom. The floors weren’t clean, so I had to watch my step. As I was leaving, the male staff member (whose name I don’t know) approached me in a very rude and forceful manner, saying, “You need to go!!” in an unprofessional tone. I was already walking out when he approached me. As I stepped out of the locker room, he continued, “How the * do you not know the gym closes at 10 p.m.? When it’s 10 p.m., you need to get the * out of here.”

I was shocked by his tone. I’ve visited many Planet Fitness locations in NYC, and I’ve never been addressed so disrespectfully by any employee. As I was exiting, I asked him where the exit was since it was my first time at this location. He looked me up and down as if he's sizing me up, then questioned whether I had a Planet Fitness membership. I was baffled, thinking, “What’s this guy’s problem?” I replied, “Of course, I have a membership,” and wondered if he had forgotten that I had scanned myself and my guest right in front of him at 8:09 p.m. that same day. To avoid further confrontation, I stayed quiet, as it was clear he didn’t know how to speak professionally.

It puzzled me why he would question my membership simply because I asked where the exit was. I have a Black Card membership, and since it was my first time at this location, I didn’t know where the exit was. His aggressive tone could easily have provoked someone less restrained.

My guest later told me that before he came to confront me, she had informed him not to lock the doors because I was still in the locker room. This seemed to aggravate him further, leading him to approach me rudely, even though I was already on my way out. When she told him that the person who brought her as a guest was still in the men’s locker room, he reacted aggressively. He slammed the door shut in her face, mumbled something unintelligible, and didn’t respond to her politely. His demeanor was highly unprofessional. There was no need for such a reaction; he could have simply said, “Understood, let me go find him but you (my guest) have to wait outside.”

I don’t abuse the gym’s policies because I understand everyone wants to go home, but at other Planet Fitness locations I’ve visited in the city, they offer at least a 15-minute courtesy window if you’re in the locker room, and they never behave in a way that could provoke someone. I had a fantastic workout that day and love the facility, but the staff member’s unprofessional behavior and street-like language completely ruined the positive experience for both me and my guest.

As I was leaving and coming up the escalator, the employee suddenly confronted me, saying, “Did you say something!?” in a provoking manner, as if he was looking for trouble. It felt like he wanted to incite a reaction from me just because I was leaving a little after 10 p.m. or because he questioned my membership when I asked for the exit. This is not the kind of staff you want during closing time, he doesn’t know how to speak or act professionally. His behavior was unnecessarily confrontational, as if he was trying to act tough for no reason. I looked at him and thought to myself that I could easily put him in his place, but I chose to remain professional and didn’t respond.

He’s...

UPDATE (Jan. 2022): Shortly after the original review, staff reached out to confirm they would address these problems. This location has really responded to complaints about cleanliness and there has been a noticeable change for the better! They have upgraded their cleaning products and appear to have hired additional staff to improve the average level of cleanliness. It's become a lot more pleasant to be here given these changes. They have also updated a bunch of cardio equipment recently. I appreciate that they've been responsive to feedback!

-- Original review: The Canal St. Planet Fitness is well-equipped with all the essential machines and free weights, staffed with friendly employees, and conveniently located. It's a single-level gym below ground, so while there are no windows, it's spacious and never really crowded. The very low membership fee and flexible cancellation policy are great. I generally enjoy coming here.

However, it is by far the filthiest gym I've ever been to. Some of the things I've seen, especially in the women's locker room, are just unspeakably horrifying (as a mild example, the photo demonstrates how cleaning supplies are typically stored). There is always some manner of excrement, bodily fluid or mysterious stain anywhere I look. Getting water from the fountains, now covered in tape and never cleaned, requires fighting a gag reflex. Even the "soap" smells god-awful and I'm pretty sure the sprays for wiping down equipment have no actual antibacterial properties. And this isn't a "speak to the manager" type of issue: the whole branch is in need of some serious renovation and deep cleaning. I'm honestly not even afraid of contracting COVID here because the microbiome must be so potent as to create its own sort of...

3 locks were cut and valuables stolen out of the lockers inside the men's locker room during different times on the same day. Staff was alerted each time and while they did notify police no effort was made by the staff to alert and communicate with customers of these crimes in order to help their customers be more aware and take extra precautions to not become another victim. When I asked the manager why customers were not alerted she simply stated we (Planet Fitness staff) don't follow that method, there are signs up which say we (Planet Fitness staff) are not responsible for lost and/or stolen property. When I asked if this was her own policy or Planet Fitness corporate policy she simply restated we do not follow that and would not give an answer regarding whose policily it is. Basically, the manager does not feel responsible at all to communicate and/or alert customers in order to help keep customers safe from becoming victims of crimes which she and staff might be aware of happening inside the facility just because there is a sign posted. I take great offence to this policy as it shows poor ethical, moral and human nature. The impression I have been given is the image of the facility outweigh the safety of the customer. Communication should be paramount in any business model especially between staff and customers and especially where customer safety is concerned. If you frequent this facility be aware this is the manager's stance concerning you and...