Planet Fitness
🏋️ Fitness & Gyms · New York
total experiences
replied on google
Most reported issues
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Experiences
customer is being double charged and cannot resolve the issue
Business reply on Google
Hi, Hunter! We take your concerns seriously. Contact us at social@planetfitness.com so we can address them promptly. Thank you!
The gym facilities and locker rooms are unsanitary and poorly maintained.
Staff member was rude and unhelpful to a new gym member.
Personal belongings were accessed by an unauthorized person in the locker room.
The gym is overcrowded and the washrooms are dirty.
Business reply on Google
We understand that it can be frustrating when we get busy, Bilal, and recommend using the Crowd Meter on our PF app. It will show you how busy we are before you visit. We also value cleanliness, and invite you to speak with our club manager regarding your locker room concerns.
The gym facility is filthy and equipment is inaccessible due to groups.
Business reply on Google
We only want you to have a pleasant experience at our club, Gisele. Please feel free to reach out to our club manager, Monday - Friday, from 9:30 AM to 4:00 PM, to discuss your sanitary and equipment concerns.
harassment by other gym members and lack of personal space
Difficulty cancelling subscription requires in-person visit to avoid collections
Business reply on Google
Hello, Tom. We strive to be as transparent as possible regarding our cancellation policy, and it's concerning to see that you've encountered some issues. Please reach out to us directly so that we may take a closer look into this: social@planetfitness.com.
The facility is outdated and in need of updates.
Business reply on Google
We regret to hear that you feel this way about our fitness facility, Hayley. On your next visit, please consider sharing your thoughts and concerns with the manager, so they can be aware.
The gym facilities and bathrooms are not being cleaned regularly.
Business reply on Google
This certainly isn't the way we want our members to feel. We always want our members to be able to gym confidently and comfortably! We kindly ask that you request to speak with our club manager as soon as you can, as they will be able to address any cleanliness concerns you have.
The gym was closed despite advertised operating hours.
Business reply on Google
Hi there, Garrett. Our New Year's hour adjustments are as follows: December 31st: Open 5:00 AM – 7:00 PM January 1st: Open 7:00 AM – 7:00 PM January 2nd: Open 5:00 AM – 11:00 PM For future reference, you can click where it says "Holiday Hours" underneath our listed club hours over on our location's official webpage linked below to see all planned adjustments to our operation during any holidays throughout the year: https://www.planetfitness.com/gyms/manhattan-herald-square-ny#clubInfo
Massage chairs are consistently broken and staff provides poor customer service.
Business reply on Google
We're concerned to hear about this, and we'll certainly take this into consideration, Drea. If you haven't already done so, please don't hesitate to reach out for management to bring any persisting issues with service or equipment to their attention in further detail. The satisfaction of our members and visitors is very important to us!
The restrooms were dirty and lacked basic supplies.
Business reply on Google
Hey, Cindy! We want every member to feel confident and comfortable each time they visit. When you get a chance, please reach out to the club manager so they can make things right and ensure your next workout feels great!
unauthorized charges continued after membership freeze and cancellation
Business reply on Google
We always strive to ensure an exceptional experience at our Planet, and we are concerned to hear about this, Kyrolos. When you can, please email us at social@planetfitness.com with a copy of your review attached and any other relevant details, so we can investigate this issue further. We appreciate your time and look forward to assisting you!
Unauthorized charges made to bank account and credit card
Business reply on Google
Hello! We'd like to look into this further. We'd appreciate if you could email us directly at social@planetfitness.com with a copy of your review, so we can gather more information to better assist you! Thank you for bringing this to our attention!
Lack of privacy and safety protocols in the women's locker room.
Broken equipment, poor cleanliness, and overcrowding at the gym.
Business reply on Google
Hi Thomas, we are saddened to hear that! This is never the experience we want to provide at our club. Please email us at social@planetfitness.com so we can look into this further. Thank you!
Gym equipment is broken and black card benefits are restricted.
Business reply on Google
We appreciate your feedback, Fernando, although we regret to hear this! At your convenience, please email us (including a copy of your review and any additional details) at social@planetfitness.com, so we can guide you in the right direction. Thanks!
Personal belongings were stolen from a locker due to poor security.
Business reply on Google
Hi Lidio, we regret to hear about your experience, as we never want our members to experience theft or loss at our club. Unfortunately, we are not responsible for stolen belongings in the locker rooms. However, we encourage you to file a police report so the police can begin an investigation. We regret to hear that this has been your experience. We never want our guests or members to feel unsafe at our Planet.
Patrons using gym equipment for reading and demanding silence from others
Business reply on Google
Hi there, Gabriela! We can understand how frustrating this may be. Please speak with our club management about this. They are all ears for amazing members like yourself and want nothing but y'all to feel as comfortable as possible here!