Planet Fitness
Verified Business
|2.1|672 Reviews (last 12 months)|Responds in 60h 37m
Planet Fitness
Verified Business
|2.1
672 Reviews (last 12 months)
Responds in 60h 37m
Scores reflect the Overall AI Score for each category
Planet Fitness
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.
Replied to 71% of negative reviews
Reply time on negative reviews: 63h 45m
TrustIndex
3.5
Ranking
#4
in Beauty & Personal Care
Reply Time
60h 37m
NPS Score
-85
Recommended: Unlikely
Replied to 71% of negative reviews
Reply time on negative reviews: 63h 45m
Oct '25 - Sep '26
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.
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.
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 Sept 2026
I was a member of this gym for more than 5 years and, during that entire period, I had never had a complaint. Unfortunately, my experience changed completely after the gym cancelled my original contract, stating that I was no longer liable for that type of contract. I was then approached by a sales consultant who goes by the name “Just Max.” He told me that my new contract would be R500 per month and that it would not change from my previous contract. I had seen Max working at the gym for around two years, so I trusted him. That was clearly a mistake. The following day, I decided that I wanted more time to think about the contract and went back to the gym intending to cancel it (within the 5 day period). I saw Max again, explained that I wanted to cancel, and he told me that he would take care of the cancellation. Then, on the 15th, a debit order went off my account. I was confused because I believed the contract had been cancelled. I went back to the gym and asked for Max. When I spoke to him, he changed his story and said that because I had signed the contract, it would be difficult to get out of it. I emphasised that I wanted the contract cancelled, and he again told me not to worry about it. At that point, I was willing to continue paying the R500 because at least I could still use the gym. However, without warning, my monthly payment suddenly increased from R500 to approximately R800. I was extremely frustrated and tried to find Max to discuss what had happened. Every time I entered the gym, he appeared to avoid me by going into the back staff room. Eventually, I waited for approximately four hours until he came out. He told me that he would personally pay for the cancellation because he had made a mistake with my contract. He then told me that he would go to a mashonisa (loan shark) to get the money to pay for the cancellation. I was completely confused. All I wanted was to resolve an issue with my gym contract, yet the situation had escalated to him talking about borrowing money from a loan shark. I then approached his manager, only to discover that Max apparently could not cancel the contract himself and that I had to contact head office. This is where the situation became even worse. I contacted head office multiple times. During some calls, the call would be dropped, and when I did manage to speak to someone, I was given different cancellation amounts. On one call, I was told that I needed to pay R5,000 to cancel the contract and that it would be a once-off payment. The following day, I called again and was told the cancellation amount was R6,000. A few hours later, I called again and was told it was R4,000. At that point, I could no longer understand what was actually happening with my account or why I was being given completely different amounts by different people. I went back to the gym again and asked the receptionist to speak to the manager. Once again, the manager was apparently not there. Then another debit order went through and my bill had increased to approximately R1,500, supposedly because of a “levy fee.” I had been a member for more than five years and had never previously been charged this levy. I also did not receive any email or SMS explaining that this fee was going to be charged to me. And honestly, I struggle to understand what the levy is even for. The gym’s saunas don’t consistently work, the equipment doesn’t appear to improve or change, and the bathrooms are sometimes so dirty that I would rather wait until I get home. By this point, I was extremely frustrated. I started contacting the gym almost every day asking for my membership to be cancelled, yet my contract still has not been cancelled. My experience has been: * Sales consultants avoiding customers when there are problems. * Managers seemingly never being available when you need assistance. * Head office providing completely different cancellation amounts. * Unexpected fees being charged. * A contract that I repeatedly requested to cancel remaining active. * Poor communication throughout the entire process. What makes this experience even more upsetting is that my mother recently passed away. She was the person paying for my gym membership because I am a student who was financially dependent on my parents. I explained my circumstances to the gym, hoping that there would at least be some understanding or empathy. Unfortunately, I did not feel that I received any. After more than five years as a member, this is how my relationship with the gym has ended. I am extremely dissatisfied and disappointed with the way this entire situation has been handled. What should have been a simple conversation about cancelling or changing a membership has turned into months of frustration, inconsistent information, unexpected charges and repeatedly having to chase people for answers. I genuinely don’t want to return to a gym after this experience. And if a sales consultant who goes by “Just Max” approaches you, I would strongly recommend that you make sure you understand exactly what you are signing, what you will be charged, and what the cancellation terms are before agreeing to anything. I trusted someone I had known from the gym for years, and I regret doing so.
1 reviews | Active since Sept 2026
I was a member of this gym for more than 5 years and, during that entire period, I had never had a complaint. Unfortunately, my experience changed completely after the gym cancelled my original contract, stating that I was no longer liable for that type of contract. I was then approached by a sales consultant who goes by the name “Just Max.” He told me that my new contract would be R500 per month and that it would not change from my previous contract. I had seen Max working at the gym for around two years, so I trusted him. That was clearly a mistake. The following day, I decided that I wanted more time to think about the contract and went back to the gym intending to cancel it (within the 5 day period). I saw Max again, explained that I wanted to cancel, and he told me that he would take care of the cancellation. Then, on the 15th, a debit order went off my account. I was confused because I believed the contract had been cancelled. I went back to the gym and asked for Max. When I spoke to him, he changed his story and said that because I had signed the contract, it would be difficult to get out of it. I emphasised that I wanted the contract cancelled, and he again told me not to worry about it. At that point, I was willing to continue paying the R500 because at least I could still use the gym. However, without warning, my monthly payment suddenly increased from R500 to approximately R800. I was extremely frustrated and tried to find Max to discuss what had happened. Every time I entered the gym, he appeared to avoid me by going into the back staff room. Eventually, I waited for approximately four hours until he came out. He told me that he would personally pay for the cancellation because he had made a mistake with my contract. He then told me that he would go to a mashonisa (loan shark) to get the money to pay for the cancellation. I was completely confused. All I wanted was to resolve an issue with my gym contract, yet the situation had escalated to him talking about borrowing money from a loan shark. I then approached his manager, only to discover that Max apparently could not cancel the contract himself and that I had to contact head office. This is where the situation became even worse. I contacted head office multiple times. During some calls, the call would be dropped, and when I did manage to speak to someone, I was given different cancellation amounts. On one call, I was told that I needed to pay R5,000 to cancel the contract and that it would be a once-off payment. The following day, I called again and was told the cancellation amount was R6,000. A few hours later, I called again and was told it was R4,000. At that point, I could no longer understand what was actually happening with my account or why I was being given completely different amounts by different people. I went back to the gym again and asked the receptionist to speak to the manager. Once again, the manager was apparently not there. Then another debit order went through and my bill had increased to approximately R1,500, supposedly because of a “levy fee.” I had been a member for more than five years and had never previously been charged this levy. I also did not receive any email or SMS explaining that this fee was going to be charged to me. And honestly, I struggle to understand what the levy is even for. The gym’s saunas don’t consistently work, the equipment doesn’t appear to improve or change, and the bathrooms are sometimes so dirty that I would rather wait until I get home. By this point, I was extremely frustrated. I started contacting the gym almost every day asking for my membership to be cancelled, yet my contract still has not been cancelled. My experience has been: * Sales consultants avoiding customers when there are problems. * Managers seemingly never being available when you need assistance. * Head office providing completely different cancellation amounts. * Unexpected fees being charged. * A contract that I repeatedly requested to cancel remaining active. * Poor communication throughout the entire process. What makes this experience even more upsetting is that my mother recently passed away. She was the person paying for my gym membership because I am a student who was financially dependent on my parents. I explained my circumstances to the gym, hoping that there would at least be some understanding or empathy. Unfortunately, I did not feel that I received any. After more than five years as a member, this is how my relationship with the gym has ended. I am extremely dissatisfied and disappointed with the way this entire situation has been handled. What should have been a simple conversation about cancelling or changing a membership has turned into months of frustration, inconsistent information, unexpected charges and repeatedly having to chase people for answers. I genuinely don’t want to return to a gym after this experience. And if a sales consultant who goes by “Just Max” approaches you, I would strongly recommend that you make sure you understand exactly what you are signing, what you will be charged, and what the cancellation terms are before agreeing to anything. I trusted someone I had known from the gym for years, and I regret doing so.
1 reviews | Active since Nov 2024
After nearly a month of trying to resolve my Planet Fitness billing issue, more than 55 emails, calls and WhatsApps, I finally had an almost hour-long meeting with management at Sandton Gate. I was originally promised free months when I joined, but money was deducted and I lost one of those free months. At the meeting, it was agreed that October would be free AND that I would receive a separate credit for money already deducted. I then waited over 24 hours for written confirmation, only to receive an email saying September and October are free and my next debit is 15 November. September is NOT free – I have already paid for it. And where is the separate credit that was discussed? I have also been told that cancelling will cost me four months’ membership – R3,996. Yet the cancellation clause in my contract refers to 20 business days’ notice and a “reasonable cancellation penalty” in accordance with CPA guidelines. I cannot find anywhere in that clause where it says FOUR MONTHS, nor was this explained to me when I joined. When I questioned this, the Gauteng Sales Manager Lebo told me that he had written the contract and that this was my “interpretation” of it. After 55+ emails and a management meeting, I am STILL fighting for a clear and correct resolution. I feel completely exhausted by the shocking service and lack of accountability. Based on my experience, I cannot recommend Planet Fitness.
1 reviews | Active since Nov 2024
After nearly a month of trying to resolve my Planet Fitness billing issue, more than 55 emails, calls and WhatsApps, I finally had an almost hour-long meeting with management at Sandton Gate. I was originally promised free months when I joined, but money was deducted and I lost one of those free months. At the meeting, it was agreed that October would be free AND that I would receive a separate credit for money already deducted. I then waited over 24 hours for written confirmation, only to receive an email saying September and October are free and my next debit is 15 November. September is NOT free – I have already paid for it. And where is the separate credit that was discussed? I have also been told that cancelling will cost me four months’ membership – R3,996. Yet the cancellation clause in my contract refers to 20 business days’ notice and a “reasonable cancellation penalty” in accordance with CPA guidelines. I cannot find anywhere in that clause where it says FOUR MONTHS, nor was this explained to me when I joined. When I questioned this, the Gauteng Sales Manager Lebo told me that he had written the contract and that this was my “interpretation” of it. After 55+ emails and a management meeting, I am STILL fighting for a clear and correct resolution. I feel completely exhausted by the shocking service and lack of accountability. Based on my experience, I cannot recommend Planet Fitness.
1 reviews | Active since Jan 2025
ABSOLUTELY PATHETHIC!!!!! JUST STAY AWAY FROM THEM ! They have an app written by a 5year old (THIS IS AFTER THEIR GREAT RE-LAUNCH BTW). No contact centre answers, every nr dies , their whatsapp service is a bot (MORE USELESS THAN IVE EVER SEEN even with the level at which AI is right now you still fail here ?? HOW??) Ask it for account query the only option is club visit record. Cant download a statement anywhere ! my account fees suddenly are not linked to vitality anymore no one can tell me why not a single email, my statements also not mailed to me . My elevate membership doesnt exist anymore . Front desk says its not offered anymore yet website still selling it to me . I DONT HAVE WORDS !!!! Just dont join !
1 reviews | Active since Jan 2025
ABSOLUTELY PATHETHIC!!!!! JUST STAY AWAY FROM THEM ! They have an app written by a 5year old (THIS IS AFTER THEIR GREAT RE-LAUNCH BTW). No contact centre answers, every nr dies , their whatsapp service is a bot (MORE USELESS THAN IVE EVER SEEN even with the level at which AI is right now you still fail here ?? HOW??) Ask it for account query the only option is club visit record. Cant download a statement anywhere ! my account fees suddenly are not linked to vitality anymore no one can tell me why not a single email, my statements also not mailed to me . My elevate membership doesnt exist anymore . Front desk says its not offered anymore yet website still selling it to me . I DONT HAVE WORDS !!!! Just dont join !
1 reviews | Active since Sept 2026
I have been a Planet Fitness member on and off for many years and, overall, have enjoyed my time as a member. Unfortunately, my recent experiences at the Fourways branch have been extremely disappointing. The swimming pool is a particular concern. The water temperature is consistently inconsistent and often feels below an acceptable/recommended swimming temperature, which is extremely disappointing for members who use the pool regularly. More concerning, however, has been my experience with certain staff members and management. I have experienced what I feel is unprofessional and intimidating behaviour, including being repeatedly questioned, accused of conduct without proper basis, and threatened with having my membership removed/banned whilst in the middle of training sessions. I have addressed the matter raised with me and have comp**** with the requirements communicated by the club. Despite this, the situation has continued to escalate, leaving me and others feeling extremely uncomfortable when simply trying to use the facilities as paying members. If Planet Fitness has rules and regulations, I completely understand that they need to be followed. However, those rules should be clearly communicated and app**** fairly and consistently to all members, rather than members feeling singled out or threatened based on assumptions or allegations. I sincerely hope that Planet Fitness management takes this feedback seriously and addresses both the pool temperature/maintenance issues and the way members are being treated by staff. After being a member for many years, it is disappointing that my recent experience has left me questioning whether I want to continue my membership - and potentially the memberships of my family at Planet Fitness
1 reviews | Active since Sept 2026
I have been a Planet Fitness member on and off for many years and, overall, have enjoyed my time as a member. Unfortunately, my recent experiences at the Fourways branch have been extremely disappointing. The swimming pool is a particular concern. The water temperature is consistently inconsistent and often feels below an acceptable/recommended swimming temperature, which is extremely disappointing for members who use the pool regularly. More concerning, however, has been my experience with certain staff members and management. I have experienced what I feel is unprofessional and intimidating behaviour, including being repeatedly questioned, accused of conduct without proper basis, and threatened with having my membership removed/banned whilst in the middle of training sessions. I have addressed the matter raised with me and have comp**** with the requirements communicated by the club. Despite this, the situation has continued to escalate, leaving me and others feeling extremely uncomfortable when simply trying to use the facilities as paying members. If Planet Fitness has rules and regulations, I completely understand that they need to be followed. However, those rules should be clearly communicated and app**** fairly and consistently to all members, rather than members feeling singled out or threatened based on assumptions or allegations. I sincerely hope that Planet Fitness management takes this feedback seriously and addresses both the pool temperature/maintenance issues and the way members are being treated by staff. After being a member for many years, it is disappointing that my recent experience has left me questioning whether I want to continue my membership - and potentially the memberships of my family at Planet Fitness
1 reviews | Active since Apr 2025
They charged me money when I tried to cancel even though I did not use the gym yet not even their free trial
1 reviews | Active since Apr 2025
They charged me money when I tried to cancel even though I did not use the gym yet not even their free trial
1 reviews | Active since Sept 2025
planet Fitness Northmead from the day i joined planet fitness to date the service is very bad, i was forced to pay for my son's tag as i was denied access to the gym because of a tag which my son still does not have till today, i paid for this tag a month ago and i am told his profile is missing his birth certificate which i have sent to 2 people already and to date he still doe not have a tag. i would not recommend planet fitness to anyone.
1 reviews | Active since Sept 2025
planet Fitness Northmead from the day i joined planet fitness to date the service is very bad, i was forced to pay for my son's tag as i was denied access to the gym because of a tag which my son still does not have till today, i paid for this tag a month ago and i am told his profile is missing his birth certificate which i have sent to 2 people already and to date he still doe not have a tag. i would not recommend planet fitness to anyone.
1 reviews | Active since May 2020
The sales department of planet fitness Umhlanga is *********** at their job. I have been having issues since April with my account. Xolani from Umhlanga branch was a disappointment, I am surprised he still works there. I published a hello Peter complaint in August, since then Johaan has been promising to rectify my account but I get no feedback. I have to constantly message him and he says oh he doesn't work for Durban anymore, I feel this is so unprofessional and *********** for a person to leave a query unresolved and not assist me. They have been debiting my account but not rectifying the error. I get constant smses saying I owe them R1000, which Is not correct but absolutely no-one is helping me. I send endless messages to Johaan asking him for help but he just simply ignores me. Taking money from people's accounts randomly is not right, we work hard for our money and have plans to use it for the money but planet fitness does not care. I recently messaged Johaan for the contact information of who has been liaising with because apparently he has escalated the matter a month ago with no feedback. He simply gave me customer care contact details, which is irrelevant to me as I did start with customer care at the beginning of my query and received no help. I am concerned of how many other people this happened to.
1 reviews | Active since May 2020
The sales department of planet fitness Umhlanga is *********** at their job. I have been having issues since April with my account. Xolani from Umhlanga branch was a disappointment, I am surprised he still works there. I published a hello Peter complaint in August, since then Johaan has been promising to rectify my account but I get no feedback. I have to constantly message him and he says oh he doesn't work for Durban anymore, I feel this is so unprofessional and *********** for a person to leave a query unresolved and not assist me. They have been debiting my account but not rectifying the error. I get constant smses saying I owe them R1000, which Is not correct but absolutely no-one is helping me. I send endless messages to Johaan asking him for help but he just simply ignores me. Taking money from people's accounts randomly is not right, we work hard for our money and have plans to use it for the money but planet fitness does not care. I recently messaged Johaan for the contact information of who has been liaising with because apparently he has escalated the matter a month ago with no feedback. He simply gave me customer care contact details, which is irrelevant to me as I did start with customer care at the beginning of my query and received no help. I am concerned of how many other people this happened to.
1 reviews | Active since Sept 2026
Hellopeter We cancelled our contract with planet fitness as we could no longer afford the monthly payment. Now me and my wife had to pay an cancelation fee of which we were never explained about otherwise we would not signed up. Can you please assist us in this matter?
1 reviews | Active since Sept 2026
Hellopeter We cancelled our contract with planet fitness as we could no longer afford the monthly payment. Now me and my wife had to pay an cancelation fee of which we were never explained about otherwise we would not signed up. Can you please assist us in this matter?
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.
Planet Fitness scores 1.9 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 (2.7); their weakest is Memberships (1.4). The top AI-rated Beauty & Personal Care business on Hellopeter is Scentimental (4.6). How is the AI Score calculated? →
Planet Fitness has a TrustIndex of 3.5 out of 10 on Hellopeter, based on 672 reviews in the last 12 months. They reply to 71% of negative reviews, typically within 63 hours 45 min. Hellopeter has tracked Planet Fitness across 6,200 total reviews. How is the TrustIndex calculated? →