Clean and not packed..

It's a lot better than anytime fitness!

I have used Planet Fitness in different states and in varying capacities. However this experience was very unusual. I cancelled my membership June 2025. After reviewing bank statements, I noticed charges and reached out to have the matter resolved. Instead of the club resolving the matter promptly, the staff has disconnected several phone calls while "reviewing my account", provided no follow up, and have been extremely rude. I decided to go directly to the gym and speak with the General Manager, Arnika Brown who claimed to have been attending a conference call. Upon our arrival, the front desk staff offered my husband and I a seat and we politely declined, understanding that there would be a wait. As we chatted amongst ourselves, the front desk staff called me to the desk stating that Arnika wanted to speak with me, (mind you she is in a "conference"). When I said hello, Arnika immediately demanded that we took a seat as she is dealing with business tasks and would assist me soon. Again, I politely declined and stated we would patiently wait. Arnika became hostile requesting that we leave the premises, instructing the front desk staff to contact local law enforcement. To avoid becoming more frustrated and more delays, we simply left the facility. The way we were treated as local business owners and leaders in our community left a sour taste in our mouth and we encourage everyone to gym elsewhere to avoid the poor quality of people operating this facility. Understanding policy and law, we have done everything within our power to resolve the issue and have not been met with the same level of professionalism or respect. Kudo's to the assistant general manager, Kayla who seems to have the emotional and professional capacity to be the general manager. In my opinion, the staff should be replaced immediately and their should be more support to address these matters. Later the same afternoon, I received a call from the assistant general manager who shared that I would be banned from all planet fitness locations and they are not willing to offer a refund. She claimed that her boss gave her these instructions yet they have not followed up with me nor conducted an actual investigation. Kayla stated that they would review camera footage and phone calls. When they complete their investigation, I’ll be waiting for a public apology and a full refund. I’m not upset about being banned. Planet fitness is not the only option. However, I will file a civil suit since I’ve been banned for not accepting a seat while waiting for the general manager to meet me to resolve the matter professionally. I have not threatened or cursed anyone and I have been calm throughout this long three day process that will unfortunately have to be settled in a different way. I don’t understand how any business can operate this way with no checks and balances. I would NOT ever recommend this location ever!!! I emailed the regional manager Sean who read my email but has yet to follow up. What’s concerning is why this is happening at all. I hope Arnika can understand that I’ve been paying for a membership and being charged for something that I’m not utilizing and instead a resolution, I’ve been met with true hostility and retaliation even though I’ve been polite and direct. Do NOT visit this location.