Planet Fitness
Verified Business
Planet Fitness
Verified Business
509 Reviews (last 12 months)
Responds in 90 hours 60 min
AI Review Summary
Based on recent customer reviews, Planet Fitness faces severe and systemic customer experience failures across virtually every aspect of its service. The overwhelming majority of feedback describes misleading sales practices, ongoing billing disputes, ignored cancellation requests, and near-absent complaint resolution. While a small number of customers praise individual staff members and specific branch facilities, these positive experiences are dramatically overshadowed by widespread frustration and distrust.
Top Strengths:
- •Customer Service, Staff & Experience: A handful of branches receive praise for friendly reception staff, helpful consultants like Charl at Hennopspark and Busisiwe at Fourways, and well-equipped, clean facilities at select Signature clubs.
Service Quality Ratings
MetricScoreIndustry AvgBest in Class
Performance(last 12 months):
3Trustindex Rating
#5Ranked In Beauty & Personal Care
91 hoursAverage Time To Reply
-90 NPSRecommended: Unlikely
Replied to 67% of negative reviews
Typically takes less than 86 hours 49 min to reply
TrustIndex
3
Score
Ranking
#5
in Beauty & Personal Care
Avg Reply
91 hours
NPS Score
-90
Recommended: Unlikely
Replied to 67% of negative reviews
Typically takes less than 86 hours 49 min to reply
Review Distribution
1.5|509 Reviews
May '25 - Apr '26
5(10.1%)
4(1.1%)
3(0.7%)
2(3%)
1(85.1%)
5(10.1%)
4(1.1%)
3(0.7%)
2(3%)
1(85.1%)
Recent reviews (509)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceA
Anonymous
1 reviews | Active since Jan 2020
19 Mar 2026, 08:18
FINAL NOTICE: Formal Complaint Regarding Unauthorized Debt Collection & Data Sharing
I am writing this as a formal complaint regarding the continued harassment and unauthorised sharing of my personal information. On 11 December 2025, I officially cancelled my membership. This cancellation was confirmed, and the final outstanding balance was successfully collected at the end of January 2026. As of that date, my financial obligations to Planet Fitness were settled in full. It has now come to my attention that you have shared my contact details with a third-party debt collector. This action is not only a gross administrative error but a significant violation of my privacy. I did not grant permission for my data to be shared following the settlement of my account, and doing so under these circumstances is unacceptable.
Helpful (0)
|Replies (0)A
Anonymous
1 reviews | Active since Jan 2020
19 Mar 2026, 08:18
FINAL NOTICE: Formal Complaint Regarding Unauthorized Debt Collection & Data Sharing
I am writing this as a formal complaint regarding the continued harassment and unauthorised sharing of my personal information. On 11 December 2025, I officially cancelled my membership. This cancellation was confirmed, and the final outstanding balance was successfully collected at the end of January 2026. As of that date, my financial obligations to Planet Fitness were settled in full. It has now come to my attention that you have shared my contact details with a third-party debt collector. This action is not only a gross administrative error but a significant violation of my privacy. I did not grant permission for my data to be shared following the settlement of my account, and doing so under these circumstances is unacceptable.
0
Replies (0)KP
Kgodisho P
1 reviews | Active since Jan 2020
19 Mar 2026, 08:04
WORST EXPERIENCE WITH PLANET FITNESS
I was a student in 2020 in Cape Town when I fell for the **** of joining the Just Gym in Bellville. I was under the student contract and everything was well until the lockdown happened. Due to the COVID lockdown, I couldn't go to gym and because there was no customers or money coming in, they officially closed down the gym, permanently (without any communication to us, the clients). Later in the year, I started receiving calls from debt collectors (Saya Recoveries) saying that I have and overdue of R1500 for Zone Fitness. They transferred all the clients to a different gym without our consent and therefore resulting in such a bad record on my credit. I have been battling with this since then... later 2025, I met a lady that said she worked at Planet Fitness. She convinced me that they can wipe off the old credit if they opened a new one. Of course I agreed because my credit score was suffering because of that. I have currently decided to cancel my membership because I only did it to assist with building my credit score. I have been paying and it was a debit order. Suddenly when I wanted to cancel, I am supposed to pay R3 644,96 for arrears and the cancelation fee. They have been sucking me dry and this is the worst experience ever with this gym.
Helpful (0)
|Replies (0)KP
Kgodisho P
1 reviews | Active since Jan 2020
19 Mar 2026, 08:04
WORST EXPERIENCE WITH PLANET FITNESS
I was a student in 2020 in Cape Town when I fell for the **** of joining the Just Gym in Bellville. I was under the student contract and everything was well until the lockdown happened. Due to the COVID lockdown, I couldn't go to gym and because there was no customers or money coming in, they officially closed down the gym, permanently (without any communication to us, the clients). Later in the year, I started receiving calls from debt collectors (Saya Recoveries) saying that I have and overdue of R1500 for Zone Fitness. They transferred all the clients to a different gym without our consent and therefore resulting in such a bad record on my credit. I have been battling with this since then... later 2025, I met a lady that said she worked at Planet Fitness. She convinced me that they can wipe off the old credit if they opened a new one. Of course I agreed because my credit score was suffering because of that. I have currently decided to cancel my membership because I only did it to assist with building my credit score. I have been paying and it was a debit order. Suddenly when I wanted to cancel, I am supposed to pay R3 644,96 for arrears and the cancelation fee. They have been sucking me dry and this is the worst experience ever with this gym.
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Replies (0)A
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Tshegofatso
1 reviews | Active since Jan 2020
19 Mar 2026, 06:28
I signed up yesterday at the Fourways Mall branch and received the best service from S’pha
I signed up yesterday at the Fourways Mall branch and received the best service from S’pha. He did an amazing job showing me around, explaining the plans and making me feel welcome!
Helpful (0)
|Replies (0)T
Tshegofatso
1 reviews | Active since Jan 2020
19 Mar 2026, 06:28
I signed up yesterday at the Fourways Mall branch and received the best service from S’pha
I signed up yesterday at the Fourways Mall branch and received the best service from S’pha. He did an amazing job showing me around, explaining the plans and making me feel welcome!
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Tshepiso
1 reviews | Active since Jan 2020
18 Mar 2026, 20:06
It was great they gave me a tour of the gym before I signed up with them
It was great they gave me a tour of the gym before I signed up with them. The staff is kind and polite . The make sure that you know how the gym works before you commit yourself to it . I am grateful the join the planet fitness family
Helpful (0)
|Replies (0)T
Tshepiso
1 reviews | Active since Jan 2020
18 Mar 2026, 20:06
It was great they gave me a tour of the gym before I signed up with them
It was great they gave me a tour of the gym before I signed up with them. The staff is kind and polite . The make sure that you know how the gym works before you commit yourself to it . I am grateful the join the planet fitness family
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Replies (0)