Planet Fitness — Local services in Vinings

I've been coming to this specific location for about two years, and have never had an issue... until today. I arrived like I usually do and sign in through the app by scanning my QR code like everyday, the girl behind the counter politely said: "you're good". I thank her and start my workout.

I'm working out for about thirty minutes when suddenly a very abrupt hand starts waving in my face. Yes, I had headphones in, but I was busy working out... what is so urgent for you to interrupt me in the middle of a workout to possibly cause injury? I look up and it's whom I'm assuming is the manager(?). I take my headphones off and he says loud enough for people to turn their heads and look at us and says: "you know you have an outstanding balance right? Come here."

He then walks me back to the front desk where the girl who initially let me through with no hassle says: "you have an outstanding balance with us and we can't let you workout until it's paid... I was going to tell you after your workout, but now that you're here." Then, she gestures to the computer.

Excuse me, what? First of all, if someone has an outstanding balance with your company, wouldn't you tell them prior to letting them use your facilities? Not to mention, I was given no heads up. My bank account has proof that payment has gone through every month since January 2024 and beyond. When I log in to the app, I do not get a notification of a balance?

So, I ask.. "what is the outstanding balance?" she says "$154. You have to pay that now." I ask "I've never been notified of this before now, can you tell me what the balance is for?" Her: "No, I can't." What do you mean no? Is it for unpaid months I'm not aware of, late fees, what? The exchange is making me uncomfortable, so I say: "Well, then, can I just close out my account, because I'm not paying for something I have no idea for what I'm paying for..." Her: "No, it can't be closed until you pay the $154 balance."

What. Balance. Are. You. Talking. About.

Anyway, it was a very weird, awkward, poorly trained, interaction and all I'm asking is for a bit better customer service than that. I love Planet Fitness; it's cheap, beginner friendly, and a safe environment over all.

I just found this exchange very odd. I didn't argue with her or cause a scene because no one deserves that, but I did just turn around and walk out without paying said balance.

I'm not going to declare I'll never show go there again because I do like PF, but I do think this needs addressing and...

I called this am to speak with someone. I spoke with Stone at smyrna GA location who placed the phone down to talk to his manager and I hear the entire conversation. He was telling them I pissed him off and I was being aggressive etc. I hung up and called back and I was told that he couldnt waste his managers time on this. I asked who the manager was and he refused to tell me. I also told him I heard everything he said and I apologized if he felt that I was aggressive but that I have autism and I can come off as high energy and he kept being rude and refusing to let me speak to anyone else. Told me he didn’t need my fake apology. I only wanted to know who not to speak to when calling back later. This experience was wild. Someone needs to look into this behavior and this situation. The ADA does not take kindly to these kinds of situations and they can quickly turn into a legal matter. After I explained I have a disability he kept being rude and telling me he didnt care and this was a waste of his time etc. I have notified corporate of this and will continue to reach out about this issue. This kind of behavior is unacceptable and I will not allow this to go un addressed. None of the managers he was speaking with agreed to get on the phone or step in. This call was made on 9/12/24 at 11 am. I do not know the manger on duty but I’m sure Corp can find out. This will NOT be the last you hear from me about this. Also, SIDE NOTE TO CANCEL: Switch your club to a club that lets you cancel in the app or online. I used Whittaker CA. Easy cancellation online after switching clubs. Which is also WILD that the home club was aware there are other ways to cancel but refused to help me. I am out of state (no club within 3-4 hours drive) and heading out of the country so I was in no way trying to...

Thinking of cancelling my membership. Was harassed by staff today at the Cumberland Mall location in Cobb County, GA. I finished a workout and sat in the black chair. I pay for a black card membership so that should be no problem for me to do. Sat in the chair at about 10:28 am and even set an alarm for 11:00am directly in front of a trainer that works for the gym. Before 10:45 I was told to get out the chair for sleeping. It makes no sense that I can sit in the same chair for 3/4 hours watching a movie, or doing homework, or whatever without being bothered but the moment I close my eyes and meditate there are people looking to have my membership cancelled. All I needed was 20-30 before leaving for work. And God forbid I express my voice or opinion on it (without cursing or raising my voice may I add) then I'll have security called on me. Just so y'all know, when you have members that get around in life via public transportation but still want to utilize the tool that is Planet Fitness to ensure that we can work on our physical health, and we work jobs for a living, you'll have a member or two that might need a power nap here and there. Not everyone has a car that they can nap in. Speak with that member and get to know them and their situations if possible. In my eyes it comes with the job and being a good fellow...