Planet Fitness

Dear Planet Fitness Manager/Customer Service Team, I am writing to express my disappointment with my recent experience at your Frisco location on Preston. On December 26, 2024, I visited the facility around 9:00 AM using a guest pass. I was warmly greeted by a staff member at the front desk, an African American gentleman, who kindly shared about his holiday and asked about mine as well. He checked our IDs, processed our guest passes, and mentioned that the pass might also work the following day, suggesting I check to confirm. On December 27, I noticed that the guest pass displayed the current date, so I assumed it was valid and attempted to visit the club again around the same time. Upon arriving, I successfully checked in and entered the gym. However, I had to step out briefly for a session. When I returned to retrieve my belongings from the locker (11am) I was confronted by a Caucasian staff member, who had assisted me the previous day. In front of other members, he told me I wasn’t supposed to be there. I tried to explain that I was simply retrieving my bags, but he persisted, making the situation unnecessarily uncomfortable. This public confrontation left me feeling humiliated and disrespected. I understand the need for rules and policies, but the communication regarding the guest pass validity was unclear. The way the situation was handled could have been more professional and considerate, especially since I was not attempting to misuse the pass. I kindly request that you review this matter and provide clarity on your guest pass policies to prevent similar situations in the future. Additionally, I hope this feedback can help improve customer interactions for a more positive and welcoming experience.

We thought Planet Fitness will showcase more professionalism in terms of customer satisfaction but it looks Like Planet Fitness shown no respect to the members, there is complete messy environment for now including the machines Most of the machines they just dumped into and they are either Broken or not working, most of the treadmills just shakes. We asked for Paper towel they stopped providing and front desk just says they don’t have it Most importantly they keep the lobby locked until 0500 AM, they should keep lobby open so that we early riser can wait their to avoid chilling temperatures in the morning. Completely dissatisfied

I have been going to this planet fitness now for three weeks. It's always maintained and clean. Abel who greets you is very welcoming and give a positive vibe. The people who work out around you do not bother you. What I also like about this gym are the people, people actually say hi. So overall a very positive and welcoming feel to the place

Seems a good facility and staff. The posted phone number is useless however: you'll be punished with a 10-30 minute wait and a recorded "offer" to "text your question instead"...?! After reviewing membership terms I have a serious question concerning ongoing charges. They mention paying in full per year to avoid ongoing charges. But I see no way to do this. It seems they want to keep changing you, while putting a huge burden on you to cancel or stop membership if desired/ needed. This is deeply concerning.

One of the best Planet Fitness locations I have ever been to. The staff here is always friendly and helpful; this alone makes me want to go to the gym. The manager, Rome is awesome, and sets a good tone for the rest of the team here. Thank you, PF family.