Planet Fitness

Greedy and unprofessional customer treatment!!! I’m extremely disappointed with my Planet Fitness gym experience at 10950 Sherman Way Suite 160, Burbank, CA 91505. The showers were in terrible condition—dirty, with visible mold that clearly hasn’t been addressed in a long time. It’s unacceptable, especially in a place where hygiene should be a priority. Another big issue at this location is that even I have the Black Card Membership, which is supposed to offer unlimited access to any location, I was still asked to pay an additional fee just for using the gym that wasn’t my home location. Planet Fitness is a franchise, and all locations should FOLLOW THE SAME POLICY but this local franchise seems to operate differently, and should be reported to Headquarters Office. On top of that, I’ve visited multiple Planet Fitness locations all over the USA, and this is the only gym where they limit massage chair use to just 5 minutes—even when no one else is waiting. It feels like the management here is overly greedy and not focused on providing the customer experience we’re paying for. I cannot recommend this gym to anyone and will be taking my business elsewhere.

The massage chairs are still now working well. Some employees keep the area clean, thank you for that!

I am writing to formally complain about a staff member, Sammie, and her manager at the Planet Fitness gym located at 10950 Sherman Way Suite 160, Burbank, CA 91505. Sammie has been extremely disrespectful, unprofessional, argumentative, talking back, and rude to me during my visits. I raised several issues with the staff, including poor Internet, no Muscle Milk, consistent fire alarms going off in the back room, and no soap in the shower area, with the poor Internet being particularly problematic. Rather than addressing these concerns, the staff dismissed them, attributing the Internet issue to the building and stating that stocking Muscle Milk was a franchise decision. Sammie’s response to my feedback was unprofessional and defensive, suggesting I "go to another gym" instead of addressing the issues. Additionally, today, when I scanned my Planet Fitness card at an unoccupied card reader while Sammie was talking to another customer, she gave me attitude, saying, "You should know that you can't scan yourself in, you used to work at a Planet Fitness gym before." This behavior is unacceptable and not reflective of Planet Fitness’s standards of customer service. Furthermore, I explained that my bank deactivated my debit card due to a fraudulent claim, and since the gym does not accept cash, I found this problematic, as cashless gyms should not be the standard, especially post-COVID. As a United States Air Force military veteran, I should not be treated this way. I request that Sammie and her manager be terminated for allowing and engaging in such behavior, and for banning me from the gym. I will also be filing a discrimination and disability lawsuit against this gym, particularly Sammie and the general manager, for their treatment of a military veteran. Additionally, I will be contacting the district or regional manager, director of operations, and any executives or board members to ensure Sammie is held accountable and terminated. When I informed Sammie that I would be contacting the corporate office, so that Sammie gets fired, she condescendingly replied, "No, I won't," and smirked, further demonstrating her intolerable, unprofessional behavior and belief that she is untouchable. Multiple customers reported and shared photographic evidence of a severe cockroach infestation in the shower area of this Planet Fitness location on Google Maps Reviews and Yelp. Such conditions raise serious health and safety concerns. It is imperative that the appropriate regulatory authorities, including the CDC, OSHA, and other federal agencies overseeing the gym, fitness, and business industries, conduct an immediate investigation and take necessary action to ensure compliance with California health and safety standards. All of these events transpired in August of 2024.

All staffs posed the rude attitude mostly. Also two more use of massage utilities irritated their mettlesome. But presumed to maintain clean environment only. The benign customer service never be seen.

This is one of the nice PFs in Los Angeles. It is clean. There is safe, easy parking. There is an abundance of useful shops immediately nearby. This is an excellent gym for travelers. Thanks to the team here and whoever owns this place. I am grateful to you.