Planet Fitness — Local services in San Antonio

We thought we would have a great experience for our son and friends and it turned out that their policy and customer service was not aligned, specific employees treated my son in absolutely absurd and horrible ways based on our experiences.

My high schooler and his friends had Summer program with PF and liked it very much enough that one of his friends got a black card and started taking him as a guest. They have been working out almost every day together (while gathering friends to join the PF to the work out clan) and had no problems..... until one day, a female employee blocked him and not letting him enter, saying his waiver was not in their system. We have already signed 2 different Summers, but thought there might have had a glitch in the computer and went in the facility and signed it one more time.

His friend and he went there for a while without any problem, but then another day, that female employee stopped him again saying his waiver was not in the file. Was it coincidence? Who knows. We were not happy that somehow his waiver disappeared to this specific employee, but went to the facility and signed it again. However, this time she would not even let him work out without us being present in the facility. She mentioned that he can't work out without us being there because he is a minor. It was absurd, and we never had this problem. My son has been working out almost every single day for more than 2 Summers and he's been very responsible while using the facility and the equipment. Besides, isn't it the whole point of signing a waiver in the first place? She was adamant that he can't work out without having us there. So? We stayed there sitting at a table until he finishes his working out with his buddies. (You know what the irony was? my sons' friends were working out fine without their parents present even though they were all minors. We think it was some kind of double standards, or targeted racism.)

My son started feeling attacked by that employee(s), but really loved to work out at the PF and asked if we can get a black card so he can bring more friends to join him. We got him a black card. His other friends who have black cards (and are minors) don't have any issues bringing their other minor friends... so, He started taking a friend as a guest(of course the friend's parents signed a waiver as well) for a while without any problems(when there are other employees), and one day with that female employee(s), he called us again and saying she wouldn't let him go in and work out because we are not present. We were very upset and went to the facility and asked the explanation. This time, that lady said we need to be there while my son works out with his minor friend, but we cannot just wait there by sitting, but had to have a PF membership.

Are you kidding me? Planet Fitness, There are so many red flags and inconsistency in how this female employee treated us with your policy. It was multiple time we felt we were harassed by this lady and she doesn't make any sense.

My son's waiver keeps disappearing, he can't work out because he was minor without us being present, he can't bring his friend who is a minor(but his friends do that all the time without any issues) without us being PF member...... What a joke. Why are you advertising your black cards to the minor kids if they are not allowed to bring their friends?

My son, however, really like your facility(except that specific employees), so he wanted to keep going. so, we dropped his black card, and downgraded it to one person membership.

Now, he doesn't have a problem even though he is still a minor. we are not required to hold membership, nor required to be present when he works out.

You really need to train your employees with...

So I’ve been attending planet fitness for a little over 2 years I typically go to the one on the south side where I have never had an issue ever! The staff is amazing and helpful never had an issue with planet fitness until today when I went to this location on 281 and had to deal with racial profiling the manager Lisa who gave me a hard time today 3-20-24 I was using the room with the machines you of course quickly workout on when the lights green and red I was on a machine when an older white gentleman came and tossed his bag next to me while on a machine a for the leg curls and asked me if I was done while In it I informed him so he moved on I assumed ok I’m good he then followed me to the next machine where I was done and I was going to clean it and he just hopped on it and I looked directly at him and David @yoir being rude” he then just went about it I moved on to the next machine and he then made sure to tell the manager Lisa r that I told him he was rude which was accurate I did cause that was extremely rude . She then came to me while cleaning a machine and said I’m telling everyone they need to move through the machines I said yes mamm I’m aware it’s not the first time I’ve been here she said I know but! ..and I knew then it wasn’t about her just telling me she wanted to argue I said can we discuss this up front and not here where people are watching and she said no we can talk here . I said I understand the rules I one often to planet but she continued on and yelled I’m done with you without hearing me out only listening to the gentleman who was upset I said “your being rude” I’m sorry this was a one sided thing and I’ve never experienced some sort of racial profiling but I’m definitely taking this to my cHR department to remove them off the list for the package deal we have with them. I’ve never been so shaken up and for you to tell me your gonna band me off me telling an individual your rude for hovering over me and rushing me is definitely one sided. I’ve ignored ppl in this location several times and you can’t make people not be racist but when it comes to a manger who should hear both parties out dudes with the older white gentleman it says something and to scream at me in front of people “you’ll find me and get me banned” is worse I’m gonna cancel this never ship and I’ve already informed my hr department along with family and friends. It’s unfortunate to have to experience this type of behavior in a place you go to release your daily stress it’s even more unfortunate when you know several people who will be canceling as well change your ways life is more than...

I’m a black card member and have gone to several Planet Fitness clubs in Houston (my home), Plano, Dallas, Tampa, and San Antonio. This is by far the worst Planet Fitness I’ve been to in every aspect. The machines are all old, many stay broken for weeks (rarely see that in other locations), it’s crowded, has fewer machines than other locations, has very few cleaning stations, and only has two hydromassage machines (one of which was broken for a few days - never seen that before either) and only two older model regular massage chairs that often smell really bad.

But the worst part is their staff is the some of the most inattentive, rudest staff I’ve seen in any location. Many of them are fine, don’t get me wrong, but often one is on break and the one who stays seems to be extra slow on their own, for some inexplicable reason. I’ve now had two incidents where I had to wait for several minutes while the staff member finishes their conversation (or looking at their phone) in order to request to use the black card spa. First time I had to wait to use the hydromassage for 10 minutes because a couple were using both machines. A staff member - older lady with brunette hair, didn’t get her name - told me I was next in line for the hydromassage so I used the nasty regular massage chair while waiting only for her to let another couple literally walk right in and take both machines again. When I went to ask which machine to use she said both were in use and even the other staff member told her I was next in line, to which she said she “forgot.” Second time was yesterday, I was literally standing in front of a staff member named Jacqueline for several minutes while she answered a customer on the phone (not very well, she kept repeating the same answer) then looked on her phone for several minutes, finally another guy got her attention because she apparently forgot to turn on the tanning bed he was using. She then lazily turns to me and asks me what I want, I had already seen both hydromassages were in use so I asked for the regular massage chair. She then asks me to scan my membership again - makes no effort to get the tokens either - and I asked her why I had to scan because I had already scanned it twice when I came in and when I used the total body enhancement literally right before. Other locations will only have me scan once when I come in as usual or ask my name if they really need it. I told her it was ok, asked for her name and walked out.

Thankfully there’s another Planet Fitness five minutes further than this one (on Nacogdoches) and it’s completely worth it to go...