I am an everyday guy who just wanted a gym to workout at. My friend referred me to Planet Fitness, that sounded great because I needed a 24 hour gym. I came in mid June around 11pm to sign up and get started. The employee was a younger man and I asked him a couple questions before I got started. "Black card members get unlimited guest access and you can bring your friends with you", I clarified "My friends can use the stuff in here?", "Yep". For 20$ I was sold. We got to the paperwork and we had to set up banking information . "All I have is a card is that going to be ok? I don't like giving my banking info out", I was told that was fine but that the 20$ was going to be taken out monthly.
I came back for my workout a couple days later and I brought my water jug with me, I was told you cannot bring water jugs into the gym... No one told me this when I signed up so that meant I had to start buying bottled water from the store, irritating but no problem. This was something that was not explained to me when I signed up (along with many other things) But I obeyed and adjusted my routine. I later brought some friends to workout with me and was told that I could not bring more than 1 person with me. I explained that I clearly asked the rep if I could bring friends or not then I was rudely told (with plenty of attitude) well everyone says that but you can only bring one person in at a time. I was pretty irritated at this point but for the money it was still ok.
A month into my contract my card was stolen and I needed to change the info at the gym so they would get their money properly, I took time out of work (we don't get lunches) to come down and get it straightened out. I spoke to (another new) female employee and told her the situation. I was told "Oh you don't have to worry there wont be a charge as long as you do it within a day before your due date, even if something does happen I'm going to leave a note on the account to assure that you don't get a charge" 6 days later I see I was charged a $15 (roughly) fee.
I went to the gym and was met with nine kinds of ugliness and rudeness, the manager was apparently having a rough day. I told her about how the employee left a note and assured there wouldn't be a fee and all she said was "Well I wasn't here and I can't validate what you're saying". I later asked on their facebook about it which led me to a regional manager (of some sort) who said the same thing.
A couple months ago I brought a partner with me to workout and I told her to go use the tanning while I worked out. She returned and told me she couldn't use it. When I asked the (new) employee about it he said you have to sign up for a separate membership to tan. I asked him about the "Unlimited guest access" and he said "Oh that includes everything but the tanning". I was pretty fed up at this point and decided to post the question along with a few other frustrations on their facebook (I did this without cursing or being derogatory) The response given was "We will have upper management look at this and contact you".
2 months later I decide to finally go hit the gym and I was told "Oh, your contract has been terminated", "Excuse me? Why? And by who?". I was given papers with my Facebook post of legitimate problems marked as "Inappropriate behavior via social media. I was never contacted by phone, email, text, facebook or ANYTHING. I'm an everyday customer who was very upset at the misinformation due to a poorly trained staff making mistakes I had to pay for. Now I am left without a gym and I have to come up with a down payment for another gym on the spot. 0 notice was given.