Planet Fitness — Local services in Salem

My daughter and I have been members at this gym since it opened. Recently there's been some sort of mix up with her account. Every time we've been in over the past few months they've said there was a problem with her account regarding payment and can't tell me why and tell me that the computer doesn't lie and that it is correct. The employees tend to roll eyes act bothered or put out when I challenge them to investigate the issue. I know darn well both accounts are paid for directly out of my bank account. Usually what then takes place is some other employee will then come take a look and then proceed to tell me there must have been a mistake and that it has been fixed. Well today the same thing happened once again; however they denied her access to use any of her membership amenities.. So I once again said NO this isn't accurate and both employees we extremely rude. One long time employee then called me a liar. He kept saying over and over that he didn't want to argue with me about it yet didn't want to hear me out; and said there was nothing they could do. I then logged into my bank account online showed him the two payments taken out of my account he then said well that isn't her account that it must be someone's else's account! It damn well had better be paying for hers and my accounts since they're taking the money eAch month! I have never been treated so poorly as a paying customer! I'm absolutely furious and sick of fighting with them. He told me the debit card on file isn't even an active card which is completely inaccurate since I use it daily then proceeded to tell me they don't even use debit cards for billing any longer that they now use checking accounts. which I then said yes I'm well aware of this change and that we have provided the correct checking info twice now for these accounts. He didn't care he was making accusations towards me and mad that I was then extremely upset. I'm sorry that confrontation should've never happened. They should be respectful and kind to their customers! If you don't have paying customers then you don't have a business to run! Sir Your customers pay your paycheck and are the reason you have a JOB! If I'm treated that poorly I wonder how others are being treated? My concerns were totally dismissed and I was treated as if I was a liar and that the billing problem was my fault and that their computer system could never possibly be incorrect!!!! I just want to prove that I've been paying for the last year for both accounts from my bank account and cancel my both memberships and get a refund for whatever or who Evers account I've been paying for! I'm tired of being treated poorly due to a mistake on their end. All I wanted them to ever do was find the problem and fix it!!!!! I have a right to be upset right??? I hope the manager Elizabeth reads this! I used to love this gym the staff used to be wonderful and friendly now all you get is eye rolling and not friendly at all!!!!! Nor are the staff competent in resolving problems nor would they want too! I will be taking my business elsewhere which is...

The absolute worst customer service. I signed up just before the pandemic, the gym closed and they weren’t charging fees. When they re-opened for a bit I decided I wanted to call and cancel my membership for Covid reasons. They insisted I freeze my account because things would be better in a few months. When my freeze ended I tried calling to cancel but since they closed again I wasn’t able to get ahold of anyone via email or phone. Fast forward to February and I see a charge on my account I called and they verified they opened back up again so I kindly requested to cancel my membership due to Covid reasons (I am not in a contract) they said I needed to come in person or send a certified letter, but that she would freeze my account another 90 days to allow me time decide if I want to keep my membership or to get a certified letter out to cancel. She assured me absolutely no fees would be taken out except the one that was taken out this month. Less than 2 weeks later I see 39.99 taken out of my account I call to find out why and they said it’s an annual fee, I said I was told no fees would be taken out during the freeze, the manager told me that’s only membership fees and that he was sorry the employee gave me wrong information but that he won’t be refunding the fee because there was a miscommunication on how a freeze works (keep in mind his employee explained to me how it works and said absolutely no fees would be taken out) I asked to speak to his manager and he told me he doesn’t give out his manager Info. I asked to speak with someone at a corporate office and he told me they don’t have a corporate office and that essentially I was speaking to the person with the highest authority at planet fitness, and If I wanted to I could possibly google their franchise to find someone to speak with. HUGH at planet fitness on Lancaster is on a power trip and thrives on stealing individuals money. Take your business...

Today, I found myself compelled to share my experience, although I typically refrain from leaving reviews or complaints about establishments. My son, who is 15 years old, and I were having a wonderful day together, and we decided to stop by a here at planet fitness Lancaster drive me, before heading next door to shop for clothes. Upon entering the gym, where I intended to get a tan while my son waited, I encountered a manager named Garin. Unfortunately, I felt that he was quite rude and condescending towards me, which prompted me to speak up.

Garin insisted that my son check in, despite the fact that he would only be sitting and not engaging in any activities. While I had no issue with the request itself, I was taken aback by Garin's disrespectful demeanor. Feeling unjustly spoken to, I expressed my frustration with a strong word. I even suggested to Garin that if he lacked the patience required for customer service, perhaps the customer service industry was not the right fit for him. His response, "You don’t tell me what to do," left me feeling further disheartened, as I sensed a lack of regard for customer satisfaction.

Following this encounter, I took to social media to share my experience, only to discover that I was not the first person to have faced such treatment from Garin. I urge the management to address this behavior with Garin, as his actions could potentially lead to legal repercussions for discrimination or harm to customers. I felt genuinely concerned that the situation might escalate to a physical confrontation or result in my removal from the premises.

Despite my typically passive nature, Garin's conduct today truly tested my patience and left me feeling disrespected. I hope that this feedback serves as an opportunity for the establishment to address the issue and ensure a more positive experience for...