Appalling customer service

I am extremely dissatisfied with the shocking level of customer service I’ve received from Planet Fitness. I’ve been trying to resolve multiple issues, but the rudeness and incompetence I’ve encountered are completely unacceptable. I’ve been waiting for a callback since Monday, yet when it comes to signing a contract, you’re immediately contacted.

This makes it clear that my concerns are not being taken seriously. I requested to cancel my membership, but I still haven’t received any follow-up. Additionally, the website has been conveniently down on the page where I need to request an urgent callback, and your WhatsApp account has been completely unhelpful, leaving me with no support.

I paid both my membership and my brother’s membership in full, yet I’ve been told we are in arrears. No one has provided a satisfactory explanation for this, which is completely unacceptable.

To make matters worse, our tags don’t work, and we’ve been unable to access the gym despite the payments being made. This is beyond frustrating. I’ve also noticed that reps come and go frequently, and honestly, it makes sense—it's clear they don’t know what they’re doing. The sales reps I’ve dealt with have been more interested in making a quick sale than addressing my legitimate concerns. If you think the managers would be able to help, then think again because they’re exactly the same. Their lack of professionalism and basic customer service skills is appalling.

The customer service department is another issue, they are so rude and unprofessional, one of the lady’s in the department spoke over me and actually hung up on me when I tried to resolve the issue.

Planet fitness needs to do better. The level of service I’ve experienced is completely unacceptable, and I strongly advise others to take their business elsewhere. I will certainly be doing so.