Planet Fitness
🏋️ Fitness & Gyms · Honolulu
total experiences
replied on google
Most reported issues
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Experiences
Overcrowded facility with unclean bathrooms and unresponsive management.
Business reply on Google
Hi there, Arora. If you've been trying to get in touch with club management, but have yet to reach them, please email our social team at social@planetfitness.com and let them know, along with the contents of your review here included within your email. Your satisfaction is very important to us.
Staff refused to assist with the gym membership sign up process.
Business reply on Google
We are saddened to hear this, Chris, as we strive to provide legendary customer service to all our members and guests. If you have not already, please be sure to share your concerns with our in-club management team at your earliest convenience, as they will be the best point of contact to address them and assist you. Thank you very much.
Poor facility maintenance, unprofessional staff, and overcrowded gym environment.
difficult membership downgrade process and lost personal property
Staff member publicly shamed customer regarding lapsed membership and collections.
Business reply on Google
Hi, Willie. We never want our members or guests to have a less than stellar experience at our Planet, and we are saddened to hear about your recent visit. If you have not already, please be sure to share your experience with your home club's manager as well, as they will be the best point of contact to address any issues or concerns that you may have. If you have any trouble reaching management, then please email us at: social@planetfitness.com along with a copy of your review and let us know. Thank you very much.
misleading cancellation information led to an unauthorized membership charge
Business reply on Google
Hi there, Thank you for taking the time to bring this to our attention, and we regret to hear you've had a difficult experience trying to cancel your membership. Please feel free to send us an email after following up with our management team, and we would be happy to help if you need additional support. We appreciate your time spent with us as a member. Social@planetfitness.com
Staff provided incorrect information regarding membership perks and usage rules.
Business reply on Google
Hi Gabrielle, we are disheartened to hear this. We strive to provide a welcoming and comfortable environment for all of our members. Please reach out to us at social@planetfitness.com with more information about your experience with our team. Thank you and we hope to hear from you soon!
The facility is dated, crowded, and poorly maintained with rusty equipment.
Business reply on Google
We appreciate your feedback, although we regret to hear that you feel this way, Reena! We only want to provide you with a stellar customer experience at our Planet, and we'd appreciate it if you could reach out to our club's management team, so your concerns can be addressed accordingly. Thank you!
female locker room showers are moldy and contain hair
Business reply on Google
We regret to hear you had to see our club in such conditions, Ashley. We hope for your sake that you will bring this cleanliness issue to the direct attention of our club's manager, so that they can schedule time for a cleaning crew to come in and handle this ASAP. You can reach them at our front desk on weekdays from 9 AM to 4 PM.
unauthorized additional charges applied to the monthly membership fee
Business reply on Google
We're disheartened to hear about your experience, Juan! As transparency is very important to us, all fees, including our annual fee, are laid out upon our sign-up page before one picks a membership. At your convenience, don't hesitate to email us (including a copy of your review and any additional details) at social@planetfitness.com so that we can take a closer look into your experience. Thanks!
misleading billing information and restricted payment methods
Business reply on Google
We never want our visitors or members to have a less-than-stellar experience at our Planet. We'd appreciate it if you could take the time to reach out to our staff or management team so your concerns can be addressed accordingly. Thank you!
staff fail to enforce time limits on workout equipment
Business reply on Google
We're sad to hear about your experience, Alex! We always want our members to have the opportunity to go about their workouts in the 30-Minute Circuit and kindly ask that the green light/red light system, which prompts you to start and stop at each station, is being properly followed. We'd appreciate it if you could take the time to reach out to our management team so your concerns can be addressed accordingly: planetfitness.com/gyms/honolulu-kahala-mall-hi. Thank you!
Overcrowding and lack of gym etiquette due to teen summer program.
unauthorized charges after cancellation request and unprofessional staff behavior
Business reply on Google
We appreciate you taking a moment to share your feedback with us, Brie, although this is concerning to hear! We strive to provide our members with a safe, friendly, Judgement Free Zone and never wish for any of our members or guests to have a negative impression of our Planet. If you'd like to share more details with us about the experience with your club's management team, please email us (including a copy of your review and any additional details) at social@planetfitness.com. Thank you!
Staff refused entry for day pass due to mandatory photo policy
Business reply on Google
Hey, L.J. We appreciate you reaching out to us. Even if we are disheartened to hear it. Would you mind sending us an email? We are at Social@PlanetFitness.com. We would like to further discuss this staff concern.
Misleading membership terms and unexpected cancellation fees
unfair late fees and poor management communication regarding billing issues
Business reply on Google
Hey Garen, we are disheartened to hear of your experience at our club. We understand billing issues can be frustrating and inconvenient. We strive to provide top tier customer service at all times, and are saddened that this wasn't the case for you. Please feel free to send us an email to social@planetfitness.com, so that we can take a closer look.
The staff member was rude and the day pass is expensive.
Business reply on Google
We never want our visitors or members to have a less than stellar experience at our Planet. We'd appreciate it if you could take the time to reach out to our staff or management team so your concerns can be addressed accordingly. Thank you!