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: 61h 37m
TrustIndex
3.5
Ranking
#4
in Beauty & Personal Care
Reply Time
58h 55m
NPS Score
-85
Recommended: Unlikely
Replied to 70% of negative reviews
Reply time on negative reviews: 61h 37m
Oct '25 - Sep '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 1.9 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? →
Is Planet Fitness trustworthy?
Planet Fitness has a TrustIndex of 3.5 out of 10 on Hellopeter, based on 673 reviews in the last 12 months. They reply to 70% of negative reviews, typically within 61 hours 37 min. Hellopeter has tracked Planet Fitness across 6,211 total reviews. How is the TrustIndex calculated? →
Recent reviews (673)
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 Jan 2021
Montana ignores faulty equipment report for 3 weeks
Faulty equipment reported for 3 weeks to floor Staff and Reception while the club manager is permanently unavailable. After 3 weeks the Club manager is available for the first time. I explained that 2 of the booty equipment is not working properly and needs to be adjusted. I have exercised at different clubs and these machines are not functioning as they should. She clearly do not Know much about the equipment and tells me she does not see a problem with the faultty equipment. This club could not care less about Customer service and do not listen to your reports. She seems quite happy in chasing away paying members with ignorance of the situation
1 reviews | Active since Jan 2021
Montana ignores faulty equipment report for 3 weeks
Faulty equipment reported for 3 weeks to floor Staff and Reception while the club manager is permanently unavailable. After 3 weeks the Club manager is available for the first time. I explained that 2 of the booty equipment is not working properly and needs to be adjusted. I have exercised at different clubs and these machines are not functioning as they should. She clearly do not Know much about the equipment and tells me she does not see a problem with the faultty equipment. This club could not care less about Customer service and do not listen to your reports. She seems quite happy in chasing away paying members with ignorance of the situation
1 reviews | Active since May 2018
Planet fitness ferndale on republic
Planet fitness ferndale on republic. Great gym but very poor client and people experience. They sell you everything when trying to get you to join but once you in then all the excuses and terms and conditions come out which were not disclosed up front. Sadly this has become the way of doing business and planet fitness has joined the party. Say anything to get the sale, even if its lies
1 reviews | Active since May 2018
Planet fitness ferndale on republic
Planet fitness ferndale on republic. Great gym but very poor client and people experience. They sell you everything when trying to get you to join but once you in then all the excuses and terms and conditions come out which were not disclosed up front. Sadly this has become the way of doing business and planet fitness has joined the party. Say anything to get the sale, even if its lies
1 reviews | Active since Mar 2015
Premium Fees, Third-World Facilities: Planet Fitness The Marc
Planet Fitness The Marc used to be one of the best Planet Fitness branches. Sadly, the standard of this gym has declined dramatically, seemingly since the change in management. According to other members, the women's showers have been in this condition since May 2026. It is now September. For months, members have repeatedly been told that the showers are "being worked on", yet on 22 September the entire bank of showers was still stripped apart, with exposed walls, dismantled fittings, building debris and makeshift barriers. For approximately three weeks, the men's and women's change rooms were swapped so that female members could use the men's functioning showers. That arrangement ended last week, allegedly after male members complained about having to queue for the showers. No kidding. Neither do the women! Yet we have apparently just been expected to tolerate this inconvenience for months. The rest of the facilities are also deteriorating. Locker doors are coming off their hinges, including the door of the locker I was using while my belongings were still inside. Planet Fitness advertises "secure lockers" as one of The Marc's facilities. How exactly is a locker with its entire door falling off secure? Members at Planet Fitness Sandton are currently being quoted R1,299 per month on a 12-month local contract or R999 per month on a 24-month local contract, plus a R150 tag fee. At those prices, what exactly are members paying for when basic facilities remain unusable or broken for months at a time? This is not a budget gym charging budget rates. Members are paying premium fees and are entitled to facilities that are functional, secure and properly maintained. Renovations are understandable. Months of disruption, deteriorating facilities, inadequate communication and no visible urgency are not. I personally observed the facilities in this condition at Planet Fitness The Marc on 22 September 2026. I will update this review after each visit so that there is a dated public record of any progress, or continued lack thereof. Stay tuned. ✌🏻
1 reviews | Active since Mar 2015
Premium Fees, Third-World Facilities: Planet Fitness The Marc
Planet Fitness The Marc used to be one of the best Planet Fitness branches. Sadly, the standard of this gym has declined dramatically, seemingly since the change in management. According to other members, the women's showers have been in this condition since May 2026. It is now September. For months, members have repeatedly been told that the showers are "being worked on", yet on 22 September the entire bank of showers was still stripped apart, with exposed walls, dismantled fittings, building debris and makeshift barriers. For approximately three weeks, the men's and women's change rooms were swapped so that female members could use the men's functioning showers. That arrangement ended last week, allegedly after male members complained about having to queue for the showers. No kidding. Neither do the women! Yet we have apparently just been expected to tolerate this inconvenience for months. The rest of the facilities are also deteriorating. Locker doors are coming off their hinges, including the door of the locker I was using while my belongings were still inside. Planet Fitness advertises "secure lockers" as one of The Marc's facilities. How exactly is a locker with its entire door falling off secure? Members at Planet Fitness Sandton are currently being quoted R1,299 per month on a 12-month local contract or R999 per month on a 24-month local contract, plus a R150 tag fee. At those prices, what exactly are members paying for when basic facilities remain unusable or broken for months at a time? This is not a budget gym charging budget rates. Members are paying premium fees and are entitled to facilities that are functional, secure and properly maintained. Renovations are understandable. Months of disruption, deteriorating facilities, inadequate communication and no visible urgency are not. I personally observed the facilities in this condition at Planet Fitness The Marc on 22 September 2026. I will update this review after each visit so that there is a dated public record of any progress, or continued lack thereof. Stay tuned. ✌🏻
1 reviews | Active since Mar 2015
Premium Fees, Third-World Facilities: Planet Fitness The Marc
Planet Fitness The Marc used to be one of the best Planet Fitness branches. Sadly, the standard of this gym has declined dramatically, seemingly since the change in management. According to other members, the women's showers have been in this condition since May 2026. It is now September. For months, members have repeatedly been told that the showers are "being worked on", yet on 22 September the entire bank of showers was still stripped apart, with exposed walls, dismantled fittings, building debris and makeshift barriers. For approximately three weeks, the men's and women's change rooms were swapped so that female members could use the men's functioning showers. That arrangement ended last week, allegedly after male members complained about having to queue for the showers. No kidding. Neither do the women! Yet we have apparently just been expected to tolerate this inconvenience for months. The rest of the facilities are also deteriorating. Locker doors are coming off their hinges, including the door of the locker I was using while my belongings were still inside. Planet Fitness advertises "secure lockers" as one of The Marc's facilities. How exactly is a locker with its entire door falling off secure? Members at Planet Fitness Sandton are currently being quoted R1,299 per month on a 12-month local contract or R999 per month on a 24-month local contract, plus a R150 tag fee. At those prices, what exactly are members paying for when basic facilities remain unusable or broken for months at a time? This is not a budget gym charging budget rates. Members are paying premium fees and are entitled to facilities that are functional, secure and properly maintained. Renovations are understandable. Months of disruption, deteriorating facilities, inadequate communication and no visible urgency are not. I personally observed the facilities in this condition at Planet Fitness The Marc on 22 September 2026. I will update this review after each visit so that there is a dated public record of any progress, or continued lack thereof. Stay tuned. ✌🏻
1 reviews | Active since Mar 2015
Premium Fees, Third-World Facilities: Planet Fitness The Marc
Planet Fitness The Marc used to be one of the best Planet Fitness branches. Sadly, the standard of this gym has declined dramatically, seemingly since the change in management. According to other members, the women's showers have been in this condition since May 2026. It is now September. For months, members have repeatedly been told that the showers are "being worked on", yet on 22 September the entire bank of showers was still stripped apart, with exposed walls, dismantled fittings, building debris and makeshift barriers. For approximately three weeks, the men's and women's change rooms were swapped so that female members could use the men's functioning showers. That arrangement ended last week, allegedly after male members complained about having to queue for the showers. No kidding. Neither do the women! Yet we have apparently just been expected to tolerate this inconvenience for months. The rest of the facilities are also deteriorating. Locker doors are coming off their hinges, including the door of the locker I was using while my belongings were still inside. Planet Fitness advertises "secure lockers" as one of The Marc's facilities. How exactly is a locker with its entire door falling off secure? Members at Planet Fitness Sandton are currently being quoted R1,299 per month on a 12-month local contract or R999 per month on a 24-month local contract, plus a R150 tag fee. At those prices, what exactly are members paying for when basic facilities remain unusable or broken for months at a time? This is not a budget gym charging budget rates. Members are paying premium fees and are entitled to facilities that are functional, secure and properly maintained. Renovations are understandable. Months of disruption, deteriorating facilities, inadequate communication and no visible urgency are not. I personally observed the facilities in this condition at Planet Fitness The Marc on 22 September 2026. I will update this review after each visit so that there is a dated public record of any progress, or continued lack thereof. Stay tuned. ✌🏻
1 reviews | Active since Jul 2013
Planet Fitness breech of contract
I sent previous communication regarding the 2 hour restriction at the Planet Fitness in the Marc shopping center and has had zero feedback!! I was previously granted a three-hour parking validation period for several months and now I am limited to 2 hours. Nowhere in my contract with Planet Fitness does it stipulate that I will be restricted to 2 hours Having reviewed the contract, I can find no clause that stipulates that my access to the Planet Fitness facility at The Marc is limited to two hours, nor any provision stating that I am responsible for parking fees incurred after the initial two-hour period. I attend the gym from Monday to Friday and do not visit The Marc over weekends. My preferred resolution would be for my parking validation period to be extended to three hours from Monday to Friday. Alternatively, I request that my contract be cancelled without any financial penalty, as the current situation appears to be inconsistent with the terms and expectations established when the contract was entered into. I do not believe I have acted incorrectly in this matter. I have no interest in transferring to another club, as the alternative locations are not conveniently situated in relation to either my workplace or my home in Sunninghill Gardens. I trust that this matter can be resolved amicably and look forward to your favorable response. NOTE: I have addressed this with the building management of The Marc, the CGM of Planet Fitness and a Mr. Bernardt de Clerk. The only person responding was the building management of the Marc. This is a Planet Fitness issue and the SLA they signed with the Marc which should not impact on the time I am allowed to spend at the gym . Again it is in breech of the contract between myself and Planet Fitness.
1 reviews | Active since Jul 2013
Planet Fitness breech of contract
I sent previous communication regarding the 2 hour restriction at the Planet Fitness in the Marc shopping center and has had zero feedback!! I was previously granted a three-hour parking validation period for several months and now I am limited to 2 hours. Nowhere in my contract with Planet Fitness does it stipulate that I will be restricted to 2 hours Having reviewed the contract, I can find no clause that stipulates that my access to the Planet Fitness facility at The Marc is limited to two hours, nor any provision stating that I am responsible for parking fees incurred after the initial two-hour period. I attend the gym from Monday to Friday and do not visit The Marc over weekends. My preferred resolution would be for my parking validation period to be extended to three hours from Monday to Friday. Alternatively, I request that my contract be cancelled without any financial penalty, as the current situation appears to be inconsistent with the terms and expectations established when the contract was entered into. I do not believe I have acted incorrectly in this matter. I have no interest in transferring to another club, as the alternative locations are not conveniently situated in relation to either my workplace or my home in Sunninghill Gardens. I trust that this matter can be resolved amicably and look forward to your favorable response. NOTE: I have addressed this with the building management of The Marc, the CGM of Planet Fitness and a Mr. Bernardt de Clerk. The only person responding was the building management of the Marc. This is a Planet Fitness issue and the SLA they signed with the Marc which should not impact on the time I am allowed to spend at the gym . Again it is in breech of the contract between myself and Planet Fitness.