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Business Profile

Gymnasium

planet fitness

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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  • Initial Complaint

    Date:03/10/2025

    Type:Service or Repair Issues
    Status:
    Unresolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Today (March 10th 2025) I was at this gym per the usual as Im a frequent visitor. I checked in this morning at 9:16am CST and was there for a little while. As I left I informed a staff member that I was leaving my gym bag for a few hours and coming back to get it. The employee I happened to speak to is the manager. (Red hair). She was rather **** with her delivery when telling me it is not allowed. My frustration lies with the fact that this was allowed for months by her employees. I believe once when I called to inquire about this I spoke to her and she told me to pick it up by 7pm, I havent the slightest recollection of the specific date, just that it happened. She proceeded to tell me in a disrespectful tone and manner that whoever allowed me to do that must have been misinformed. I asked for the club manager and was given a business card. I called back and was informed shes not even on the property consistently and drops in whenever which seems unprofessional in my personal opinion. I called back and spoke to the red haired manager and informed her that I understand that rules and rules and its not a big deal. I said my frustration lies with the fact that her employees have been allowing me to leave my gym bag for months as long as I pick it up before the end of the day and not leave it overnight. So the red haired manager is correct. Her employees are misinformed. I told her this is your problem and not mine maam. I felt like I was personally attacked (not physically of course) for a problem that I didnt create. I asked that she be spoke to by her club manager and makes sure she does in fact make sure her employees are following club policies. For this inconvenience I asked for a complimentary month at Planet Fitness.

    Business Response

    Date: 03/21/2025

    Our team is sorry to hear about your dissatisfaction with the customer service you received and the enforcement of one of our gym policies. We appreciate your honest feedback about your negative experience. Lockers are for member use while at the gym free of charge. Members may not leave the club with personal items left in lockers. Each locker room has signage as a reminder of the locker daily use policy. There is a higher volume of locker usage during the day and at times we are unable to enforce the locker policy unless it is brought up to a staff member's attention. Please reach out directly to Management for clarification and to answer any other questions or concerns you may have. If a Manager is not available they will contact you directly with the number on file. We truly apologize for any inconvenience caused. 

    Customer Answer

    Date: 03/21/2025

     
    Complaint: 23047008

    I am rejecting this response because:
    Im well aware of this policy now as stated by the manager. However, her employees were blatantly allowing me to leave my bag there for months and it was addressed to me at a later time by her. I appreciate her dressing the policy (not in the way she did) but it was addressed nonetheless. Im the last person who wants to break a policy anywhere and face any repercussions. However, it is 100% this mangers fault for not informing and enforcing this with her employees as they allowed me to leave my gym bag there for months. Therefore, for this inconvenience Im asking for a free month of membership. 
    Sincerely,

    ***** *******

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