Planet Fitness — Local services in Springfield

UPDATE 1.14.25

Thank you for responding to my recent review. While I appreciate the acknowledgment, I feel the response didn’t fully address the specific concerns I raised. It may be more effective if the individual responsible for responding to reviews compiled a weekly, biweekly, or monthly report to ensure the appropriate person within management receives the feedback.

Having someone respond who has no authority to resolve issues puts the burden on the reviewer to follow up, which seems counterproductive. I initially left my review because of the exceptional service I received during my second visit. However, the generic response makes me question whether concerns will be adequately addressed in the future.

If I encounter an issue down the line, I would be more inclined to reach out to corporate alongside the management team, as this experience hasn’t instilled much faith in the current resolution process.

I hope this feedback is helpful in improving communication and service. ———————————————

I recently had an experience at Planet Fitness that ranged from frustrating to fantastic, so I wanted to share.

A few days ago, I walked in, greeted the staff, and asked to check in by providing my phone number. The guy at the desk said sure, but after I gave my number, he said he couldn’t find me. I then pulled up my membership contract on my phone and showed it to him. Instead of using the information provided, he insisted I download the app, even after I explained I didn’t have storage space for it. He dismissively said I’d be making everyone’s job a lot easier if I just downloaded the app, which, frankly, felt rude and unhelpful. When I walked away, he muttered something that made his coworker laugh, which was unnecessary and unprofessional.

Later, I asked him to start Room 10 for me. After struggling for a few minutes to get the machine working, I approached another gentleman at the desk, who immediately resolved the issue. This left me wondering if the first guy even bothered starting the machine at all.

To avoid dealing with that level of service again, I reluctantly went through four years of cherished photos and deleted several apps just to make space to download the app. Fast forward to three days later, when I came back and was greeted by Jeremy. He was the complete opposite of my previous experience. I asked why he and only one other person seemed capable of pulling up my account. Instead of brushing me off, Jeremy took the time to investigate and found that the phone number on my account wasn’t even close to my real one. Thanks to his diligence, I now know how to fix the issue with my home gym.

Jeremy’s exceptional service stood out. He not only resolved my issue but showed genuine care for his job. It’s clear he goes above and beyond, as I often see him keeping the gym floor stocked with cleaning supplies and making rounds.

To the staff member who said I’d make everyone’s job easier by downloading the app: Maybe you could’ve saved me the trouble by taking a minute to do your own job properly.

Thank you, Jeremy, for restoring my faith in customer service. Your hard work doesn’t go unnoticed, and I’m truly grateful...

I decided to try this Planet Fitness for the first time today before work. It's really close to where I live, so why not? I knew that they were opening this location in December (it's been open less than a month as of this review), so I figured I should let you all know the details.

First things first, the listed hours, if they haven't been changed yet on here, are incorrect. You can see the hours posted on the door to the gym in a photo that I posted before this review. This PF is open 24 hours on Monday-Thursday. They close at 9 PM Friday, and Saturday-Sunday they are open 7 AM to 7 PM. So if you're trying to come here after work on a weekday, don't fret! You can come as early or late as your want.

This is a pretty basic Planet Fitness. It's very new, so the locker rooms are very clean and the showers are great. (the men's, at least, they won't let me into the women's locker room even for the sake of this review!). The gym still has that "new gym" smell. The windows all the way across the front are a nice aesthetic - lots of natural light during the day.

As with all "newer" PF locations, the dumbbells go up to 75 pounds (most of the older ones only go to 60), though their bars only go up to 60 pounds. Plenty of cardio equipment, as expected, and a decent selection of weight/resistance machines, albeit missing some you might see at other locations, but that makes sense.

The gym itself is one of the smaller gyms for sure, it can feel a bit claustrophobic even when basically empty. The abs and stretching area is small with a very low ceiling in this area, so tall people, beware if trying to lift anything over your head! I'm 5'10.5", and I could touch the ceiling without really getting high on my toes. However they get a bonus for having kettlebells, medicine balls, and resistance bands. No PF360 station or TRX straps at this location - again, relatively small gym, so I can't really think of where you would put them.

The staff seems nice enough, didn't really have much interaction with them, but I did see them cleaning and walking the floor a lot, which is always good.

Overall, the 3 stars is basically because it's your average Planet Fitness. Nothing major to write home about, but it'll get the job done well enough if you know what...

First of all, I just want to give the biggest token of gratitude to the employees and management at the PF Springfield location. I used to go to Planet Fitness solely because it was affordable and I could make the most out of the equipment given.  Since COVID started, my reason has completely changed. During COVID, my job site was closed and therefore I was not working.  Once the gym opened back up, that was a part of my daily routine. With that being said, I felt like I was a part of something much greater than "an affordable gym membership". I was part of a close-knit community. I typically go between 6a-10a and the morning crew ALWAYS (and still does), take note of my name and things I have said in passing.  I felt like I was a part of a community. Not only that, but their report and customer service was contagious.  So much so, that I made note to get to know the other clients that would typically go around the same time as me.  THAT is not just outstanding service, but that is utstanding people! I have been to multiple locations and NO ONE compares to this location.  If anything, I have stopped going to certain locations because I did not feel valued--I wasn't a part of a community.  Every single employee and manager at the Springfield location makes me feel like they are excited to see me and look forward to seeing me again. That kind of character and customer service is something worth spreading to other locations AND organizations.  If there is anyway that you all could train on customer service and relations with other locations, LET THE EMPLOYEES TRAIN OTHER EMPLOYEES.  I believe there is a certain "it factor" to a location, and they have "it".  It's too good to not spread to other locations. With all that being said, thank you for bringing this community together.  In a world that is so divisive, you all are a vital part to bringing our...