Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Planet Fitness presents a sharply divided customer experience. Sign-up interactions and named sales consultants draw consistent praise, and newer clubs are described as clean and modern. However, the dominant pattern across reviews is administrative failure: cancellations that are never actioned, debit orders continuing for months, membership fees far above what was quoted, and complaints that go unanswered across every available channel.
Top Strengths:
- •Customer Service, Staff & Experience: Customer Service, Staff & Experience (3.3) is the only theme where positive patterns hold. Members repeatedly name consultants such as Luke, Pharaoh, Kate and Gloria for patient, thorough onboarding, and newer clubs are described as clean, modern and genuinely welcoming spaces.
Replied to 70% of negative reviews
Reply time on negative reviews: 63h 41m
TrustIndex
3.6
Ranking
#4
in Beauty & Personal Care
Reply Time
62h 5m
NPS Score
-84
Recommended: Unlikely
Replied to 70% of negative reviews
Reply time on negative reviews: 63h 41m
Nov '25 - Oct '26
Frequently Asked Questions About Planet Fitness
What do customers say about Planet Fitness?
Based on recent customer reviews, Planet Fitness presents a sharply divided customer experience. Sign-up interactions and named sales consultants draw consistent praise, and newer clubs are described as clean and modern. However, the dominant pattern across reviews is administrative failure: cancellations that are never actioned, debit orders continuing for months, membership fees far above what was quoted, and complaints that go unanswered across every available channel.
What is Planet Fitness's biggest strength?
Planet Fitness's biggest strength, according to Hellopeter's AI analysis, is Customer Service, Staff & Experience. Customer Service, Staff & Experience (3.3) is the only theme where positive patterns hold. Members repeatedly name consultants such as Luke, Pharaoh, Kate and Gloria for patient, thorough onboarding, and newer clubs are described as clean, modern and genuinely welcoming spaces.
What are the most common complaints about Planet Fitness?
The most common complaint about Planet Fitness, based on Hellopeter's AI analysis of recent customer reviews, is Communication & Complaint Resolution. Communication & Complaint Resolution (1.1) is the weakest theme. The promised 72 hour callback rarely materialises, emails to customer care go unanswered or bounce back, and cases are closed without explanation, pushing members toward the CGSO and NCR.
How does Planet Fitness compare to other Beauty & Personal Care companies?
Planet Fitness scores 1.7 out of 5 on Hellopeter's AI analysis of service quality in Beauty & Personal Care, compared to the Beauty & Personal Care industry average of 2.6. Their strongest theme is Customer Service (3.3); their weakest is Communication (1.1). The top AI-rated Beauty & Personal Care business on Hellopeter is Scentimental (4.6). How is the AI Score calculated? →
Is Planet Fitness trustworthy?
Planet Fitness has a TrustIndex of 3.6 out of 10 on Hellopeter, based on 682 reviews in the last 12 months. They reply to 70% of negative reviews, typically within 63 hours 41 min. Hellopeter has tracked Planet Fitness across 6,266 total reviews. How is the TrustIndex calculated? →
Recent reviews (682)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Feb 2012
Poor After Sales Service
I did not received what i was promised by salesperson.
1 reviews | Active since Feb 2012
Poor After Sales Service
I did not received what i was promised by salesperson.
1 reviews | Active since Nov 2011
Think twice!
PLANET FITNESS: Think twice before signing up. An absolute administrative nightmare! My experience with Planet Fitness has been appalling. What should have been a straightforward membership cancellation has turned into an ongoing battle involving payment demands, unnecessary frustration and a complete lack of confidence in the company's administrative processes. On 10 February 2026, I submitted cancellation notices for both my membership and my spouse's membership. We paid the required three months' cancellation fees and notice periods. You would reasonably expect that to be the end of the matter. Apparently not. Despite submitting the cancellations and paying the required fees, Planet Fitness has continued sending payment demands and SMS notifications for alleged outstanding amounts. The cancellation process has been followed, the required fees have been paid, yet we are still dealing with this unnecessary saga months later. How can a company acknowledge cancellations, receive the required payments and then continue pursuing customers for money without providing a satisfactory resolution? The administrative incompetence is staggering. The time and effort required to deal with this situation are completely unreasonable. Customers should not have to repeatedly defend themselves against payment demands after following the cancellation process and paying the applicable fees. If Planet Fitness believes additional money is owed, it should provide a clear, itemised breakdown of the alleged outstanding balance and explain precisely how it was calculated. Continuing to send payment demands without properly resolving the underlying dispute is not acceptable customer service. Joining a gym should not be the easy part, with leaving becoming a months-long financial and administrative nightmare. A reputable business should have a transparent cancellation process, accurate account records and the basic courtesy to resolve disputes properly. Based on my experience, Planet Fitness has fallen woefully short of these expectations. The continued demands for payment, despite the cancellation notices and fees already paid, have left me thoroughly unimpressed with how this company treats its customers. My advice? Think very carefully before signing a contract with Planet Fitness. Read the cancellation terms, keep every email and proof of payment, and make sure you have everything documented. You may need it. Absolutely unacceptable. A gym membership should never become this much of a battle to escape.
1 reviews | Active since Nov 2011
Think twice!
PLANET FITNESS: Think twice before signing up. An absolute administrative nightmare! My experience with Planet Fitness has been appalling. What should have been a straightforward membership cancellation has turned into an ongoing battle involving payment demands, unnecessary frustration and a complete lack of confidence in the company's administrative processes. On 10 February 2026, I submitted cancellation notices for both my membership and my spouse's membership. We paid the required three months' cancellation fees and notice periods. You would reasonably expect that to be the end of the matter. Apparently not. Despite submitting the cancellations and paying the required fees, Planet Fitness has continued sending payment demands and SMS notifications for alleged outstanding amounts. The cancellation process has been followed, the required fees have been paid, yet we are still dealing with this unnecessary saga months later. How can a company acknowledge cancellations, receive the required payments and then continue pursuing customers for money without providing a satisfactory resolution? The administrative incompetence is staggering. The time and effort required to deal with this situation are completely unreasonable. Customers should not have to repeatedly defend themselves against payment demands after following the cancellation process and paying the applicable fees. If Planet Fitness believes additional money is owed, it should provide a clear, itemised breakdown of the alleged outstanding balance and explain precisely how it was calculated. Continuing to send payment demands without properly resolving the underlying dispute is not acceptable customer service. Joining a gym should not be the easy part, with leaving becoming a months-long financial and administrative nightmare. A reputable business should have a transparent cancellation process, accurate account records and the basic courtesy to resolve disputes properly. Based on my experience, Planet Fitness has fallen woefully short of these expectations. The continued demands for payment, despite the cancellation notices and fees already paid, have left me thoroughly unimpressed with how this company treats its customers. My advice? Think very carefully before signing a contract with Planet Fitness. Read the cancellation terms, keep every email and proof of payment, and make sure you have everything documented. You may need it. Absolutely unacceptable. A gym membership should never become this much of a battle to escape.
1 reviews | Active since Nov 2019
Northmead square planet fitness are *********
Benoni Northmead Square sales people will lie and say anything to get you to join the gym. I specifically asked the salesman if there's a double debit in December and he said no. Big surprise, in December I get double debited. He also told me it's a month to month. Then when I want to cancel, apparently it's a contract. I canceled in August and still getting debited in October. They are vultures and lie to the consumers. They will do and say anything to make a sale. Stay away from this gym. It's like signing your life away.
1 reviews | Active since Nov 2019
Northmead square planet fitness are *********
Benoni Northmead Square sales people will lie and say anything to get you to join the gym. I specifically asked the salesman if there's a double debit in December and he said no. Big surprise, in December I get double debited. He also told me it's a month to month. Then when I want to cancel, apparently it's a contract. I canceled in August and still getting debited in October. They are vultures and lie to the consumers. They will do and say anything to make a sale. Stay away from this gym. It's like signing your life away.
1 reviews | Active since Jul 2021
Benoni Lakefield Planet Fitness
Benoni Lakefield Planet Fitness is the worse gym currently they do not care about their customers at all no service just sales taking your money and no after sales support, every month for the past year I have had issues every month with debt orders and then my upgrade to elevate not working, the sales manger currently does not care makes promises does not keep it. Then tags not working then being told we not part of the gym when tagging in but have been there for over a year….. it's disgusting and disappointing….. no service no responsibility…. Was told how much better they are the virgin active well they fooled me…
1 reviews | Active since Jul 2021
Benoni Lakefield Planet Fitness
Benoni Lakefield Planet Fitness is the worse gym currently they do not care about their customers at all no service just sales taking your money and no after sales support, every month for the past year I have had issues every month with debt orders and then my upgrade to elevate not working, the sales manger currently does not care makes promises does not keep it. Then tags not working then being told we not part of the gym when tagging in but have been there for over a year….. it's disgusting and disappointing….. no service no responsibility…. Was told how much better they are the virgin active well they fooled me…
1 reviews | Active since Oct 2024
Customer Dissatisfaction
Poor customer service. They have been double debiting my *** for over a year. Now I need to contact them regarding that, they are not answering my calls nor do they reply to my text message left on their chat channel
1 reviews | Active since Oct 2024
Customer Dissatisfaction
Poor customer service. They have been double debiting my *** for over a year. Now I need to contact them regarding that, they are not answering my calls nor do they reply to my text message left on their chat channel
1 reviews | Active since Oct 2026
Hi, I joined Planet Fitness Gym at Scottville, Pietermaritzburg, till they informed us of tempora...
Hi, I joined Planet Fitness Gym at Scottville, Pietermaritzburg, till they informed us of temporary closure for renovations. They forced us to join their other branch at the Mall. I raised my concerns; 1. The Mall is far from home, hence would not be convenient. 2. I am employed & have to drop & pick up my 2 children at different schools & my son participates in after school sports 3 days a week. 3.My children age 15 & 11(can't be inside gym cos of age), have to wait in the car for me or walk around the Mall. Can't have that; for security reasons, they would be hungry, need to complete assignments, etc. Can't take them home & be back cos of the distance& traffic. 4.After navigating hectic traffic arriving home I have to cook for hubby & kids & get ready for the next day. They demand i keep paying R200+ till my contract expires.I cancelled the contract now I have to pay cancellation fees. Now SAYA is on my case with endles msg. They take money from my bank, tried reversing but failed.
1 reviews | Active since Oct 2026
Hi, I joined Planet Fitness Gym at Scottville, Pietermaritzburg, till they informed us of tempora...
Hi, I joined Planet Fitness Gym at Scottville, Pietermaritzburg, till they informed us of temporary closure for renovations. They forced us to join their other branch at the Mall. I raised my concerns; 1. The Mall is far from home, hence would not be convenient. 2. I am employed & have to drop & pick up my 2 children at different schools & my son participates in after school sports 3 days a week. 3.My children age 15 & 11(can't be inside gym cos of age), have to wait in the car for me or walk around the Mall. Can't have that; for security reasons, they would be hungry, need to complete assignments, etc. Can't take them home & be back cos of the distance& traffic. 4.After navigating hectic traffic arriving home I have to cook for hubby & kids & get ready for the next day. They demand i keep paying R200+ till my contract expires.I cancelled the contract now I have to pay cancellation fees. Now SAYA is on my case with endles msg. They take money from my bank, tried reversing but failed.
1 reviews | Active since Apr 2021
Planet Fitness going down the drain
This is my last resort because I am now gatvol of this useless *********** gym. I first joined Planet Fitness (PF) in 2016 when things seem to have been in order with competent staff. I cancelled my membership last year and rejoined the PF club in Northmead in August. Firstly, they tried linking my Vitality but told me I had to sign up for Vitality through my medical aid and not my bank account, which I did. I paid an activation fee and tag fee. I had constant issues with accessing the gym and since their consultants took so long to resolve the issue, I decided to change gyms to PF Lakefield. Mind you that my Vitality debit order of R299 already went off. So I called PF head office and speak to some lady who advises me that she will swap my gym membership over to PF Lakefield, and all I had to do was pay R200 at the counter WHICH I DID. But the *********** consultant either forgot to link my Vitality once again to my membership and since she moved me over I STILL CANNNOT ACCESS THE GYM!!! Besides that, I have been raising it with the consultants at the PF LAKEFIELD gym who keep telling me to call the head office myself! On Thursday the 22nd of October I got to the gym early, called the head office and the consultant tells me to call Vitality. I call Vitality and they tell me to call the head office because my VITALITY is not linked. Vitality speaks to the consultant named Innocent who says he will sort it out. Today, I get debited the FULL AMOUNT of R1160 plus another VITALITY activation fee! Much like everything else where services is involved Planet Fitness is going down the drain with their administration and customer service, cause nobody cares. When you complain and raise the issue, you're just told to sort it out yourself. I expect this to be resolved within the next week, a full refund and the correct fee to be charged or else I'm cancelling my membership WITHOUT PAYING A CANCELLATION FEE and I'm joining Virgin Active...the gym that knows how to treat their members!!!
1 reviews | Active since Apr 2021
Planet Fitness going down the drain
This is my last resort because I am now gatvol of this useless *********** gym. I first joined Planet Fitness (PF) in 2016 when things seem to have been in order with competent staff. I cancelled my membership last year and rejoined the PF club in Northmead in August. Firstly, they tried linking my Vitality but told me I had to sign up for Vitality through my medical aid and not my bank account, which I did. I paid an activation fee and tag fee. I had constant issues with accessing the gym and since their consultants took so long to resolve the issue, I decided to change gyms to PF Lakefield. Mind you that my Vitality debit order of R299 already went off. So I called PF head office and speak to some lady who advises me that she will swap my gym membership over to PF Lakefield, and all I had to do was pay R200 at the counter WHICH I DID. But the *********** consultant either forgot to link my Vitality once again to my membership and since she moved me over I STILL CANNNOT ACCESS THE GYM!!! Besides that, I have been raising it with the consultants at the PF LAKEFIELD gym who keep telling me to call the head office myself! On Thursday the 22nd of October I got to the gym early, called the head office and the consultant tells me to call Vitality. I call Vitality and they tell me to call the head office because my VITALITY is not linked. Vitality speaks to the consultant named Innocent who says he will sort it out. Today, I get debited the FULL AMOUNT of R1160 plus another VITALITY activation fee! Much like everything else where services is involved Planet Fitness is going down the drain with their administration and customer service, cause nobody cares. When you complain and raise the issue, you're just told to sort it out yourself. I expect this to be resolved within the next week, a full refund and the correct fee to be charged or else I'm cancelling my membership WITHOUT PAYING A CANCELLATION FEE and I'm joining Virgin Active...the gym that knows how to treat their members!!!