PF
Planet Fitness
Verified Business
PF
Scores reflect the Overall AI Score for each category
Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Planet Fitness shows a sharply divided experience profile. New sign-ups and frontline consultants frequently receive warm praise, with named staff like Natasha, Gloria, Kate, and Mphoentle singled out for excellent service. However, post-sale experiences are dominated by serious complaints around contracts, cancellations, unauthorised debits, billing disputes, and unresponsive head office communication, creating significant frustration for long-standing members.
TrustIndex
3.4
Ranking
#9
in Beauty & Personal Care
NPS Score
-83
Recommended: Unlikely
Jul '25 - Jun '26
Based on recent customer reviews, Planet Fitness shows a sharply divided experience profile. New sign-ups and frontline consultants frequently receive warm praise, with named staff like Natasha, Gloria, Kate, and Mphoentle singled out for excellent service. However, post-sale experiences are dominated by serious complaints around contracts, cancellations, unauthorised debits, billing disputes, and unresponsive head office communication, creating significant frustration for long-standing members.
Planet Fitness's biggest strength, according to Hellopeter's AI analysis, is Customer Service, Staff & Experience. Customer Service, Staff & Experience (2.7) shows a polarised picture. Sales consultants and reception staff at branches like Ruimsig, Heuweloord and Krugersdorp earn strong praise for warmth and tours, but several branches face complaints about rude managers, broken equipment, overcrowding, and unprofessional behaviour.
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Jan 2020
My wife went to enquire about a special promotion at Planet Fitness in George. After filling in the required forms which include banking details which she hesitantly provided, after being informed by the consultant that promised me that no funds would be deducted until I signed the agreement. I did not sign the agreement. And true to form, as I’ve experience this exact thing with a previous Planet Fitness in Benoni, the deductions from my bank account began. I went to enquire about a special promotion at Planet Fitness in George. After filling in the required forms which include my banking details which hesitantly provided, when the consultant promised me that no funds would be deducted until I signed the agreement. I did not sign. And true to form, as I’ve experience this exact thing with a previous Planet Fitness in Benoni, the deductions from my bank account began. I do not have the time to sit and argue or fight this institution again. No doubt the consultant receives a signing bonus with each subscription, and decided it would be a good idea to cash in.I do not have the time to sit and argue or fight this institution again. No doubt the consultant receives a signing bonus with each subscription, and decided it would be a good idea to cash in.
1 reviews | Active since Jan 2020
My wife went to enquire about a special promotion at Planet Fitness in George. After filling in the required forms which include banking details which she hesitantly provided, after being informed by the consultant that promised me that no funds would be deducted until I signed the agreement. I did not sign the agreement. And true to form, as I’ve experience this exact thing with a previous Planet Fitness in Benoni, the deductions from my bank account began. I went to enquire about a special promotion at Planet Fitness in George. After filling in the required forms which include my banking details which hesitantly provided, when the consultant promised me that no funds would be deducted until I signed the agreement. I did not sign. And true to form, as I’ve experience this exact thing with a previous Planet Fitness in Benoni, the deductions from my bank account began. I do not have the time to sit and argue or fight this institution again. No doubt the consultant receives a signing bonus with each subscription, and decided it would be a good idea to cash in.I do not have the time to sit and argue or fight this institution again. No doubt the consultant receives a signing bonus with each subscription, and decided it would be a good idea to cash in.
1 reviews | Active since Jan 2020
Be very careful before signing up at Planet Fitness Randburg. My experience has been absolutely terrible from the sales team to management. The sales representative, Chily, was only focused on getting commission and failed to explain important membership details properly. We were told we would pay only a R99 gym swap fee and then R298 monthly through Vitality, but months later we were suddenly told we needed Vitality Premium — something never explained from the beginning. Even worse, we later discovered we were signed into a 2-year contract without proper consent. Since March, I have been struggling to get this issue resolved. Every time we go to the branch, there are either no managers available or the staff are rude, dismissive, and act as if customers are bothering them. Reception staff have terrible attitudes and customer service is shocking. After upgrading my Vitality Premium as instructed, I was told everything was fixed, only to return and find: My tag still not working Activation fees added again Incorrect debits taken from my account My Vitality discount still not app**** To this day, the issue is still not resolved. Please read everything carefully before signing anything with this branch and double-check your contract duration and fees.
1 reviews | Active since Jan 2020
Be very careful before signing up at Planet Fitness Randburg. My experience has been absolutely terrible from the sales team to management. The sales representative, Chily, was only focused on getting commission and failed to explain important membership details properly. We were told we would pay only a R99 gym swap fee and then R298 monthly through Vitality, but months later we were suddenly told we needed Vitality Premium — something never explained from the beginning. Even worse, we later discovered we were signed into a 2-year contract without proper consent. Since March, I have been struggling to get this issue resolved. Every time we go to the branch, there are either no managers available or the staff are rude, dismissive, and act as if customers are bothering them. Reception staff have terrible attitudes and customer service is shocking. After upgrading my Vitality Premium as instructed, I was told everything was fixed, only to return and find: My tag still not working Activation fees added again Incorrect debits taken from my account My Vitality discount still not app**** To this day, the issue is still not resolved. Please read everything carefully before signing anything with this branch and double-check your contract duration and fees.
1 reviews | Active since Jan 2020
I go to gym at Planet fitness @Fendale on Republic and yesterday i was accused of *****ing a cellphone by someone there . During the search of the phone the staff member and the owner of the phone came to me and pointed at me asking me where is the phone like i took it. later i went to the reception to find out why was i accused and they told me the phone was found and at that time no one came to me to say anything regarding the phone how and where it was found. I was Embarrased infront of everyone at the gym and felt Humiliated . I logged a complaint for being treated unfairly and was told that the matter will be sorted and someone will call me back . I am very dissapointed by how i was shamed and to me it came out as if the treatment was based on the colour of my skin.I would like this matter to be escallated with an urgent request and someone to call me back.
1 reviews | Active since Jan 2020
I go to gym at Planet fitness @Fendale on Republic and yesterday i was accused of *****ing a cellphone by someone there . During the search of the phone the staff member and the owner of the phone came to me and pointed at me asking me where is the phone like i took it. later i went to the reception to find out why was i accused and they told me the phone was found and at that time no one came to me to say anything regarding the phone how and where it was found. I was Embarrased infront of everyone at the gym and felt Humiliated . I logged a complaint for being treated unfairly and was told that the matter will be sorted and someone will call me back . I am very dissapointed by how i was shamed and to me it came out as if the treatment was based on the colour of my skin.I would like this matter to be escallated with an urgent request and someone to call me back.
1 reviews | Active since Jan 2020
Dear Sir/Madam, I would like to formally raise a serious complaint regarding the condition and safety of the treadmills at the gym. More than 70% of the treadmills have the same issue where the speed unexpectedly accelerates and decelerates during use. This problem has been ongoing for more than a year, despite previously being informed by management that the machines had been repaired and the issue resolved. Unfortunately, the problem clearly still exists and continues to create a dangerous training environment. I recently underwent ACL surgery and am currently recovering. While using one of the treadmills, I nearly fell due to the sudden speed changes. This could have seriously worsened my knee injury and recovery process. This is no longer just an inconvenience — it is a serious safety hazard. Members are at risk of injury every day these treadmills remain in use without proper repair or replacement. I am extremely concerned that someone could suffer a major injury if urgent action is not taken. I request that management immediately address this issue by properly servicing or replacing the faulty treadmills and ensuring they are safe before members continue using them. I would also appreciate clear communication regarding what steps will be taken to resolve this matter permanently. I hope this complaint will be taken seriously and dealt with urgently before someone is seriously injured. Kind regards. Ernst Maritz.
1 reviews | Active since Jan 2020
Dear Sir/Madam, I would like to formally raise a serious complaint regarding the condition and safety of the treadmills at the gym. More than 70% of the treadmills have the same issue where the speed unexpectedly accelerates and decelerates during use. This problem has been ongoing for more than a year, despite previously being informed by management that the machines had been repaired and the issue resolved. Unfortunately, the problem clearly still exists and continues to create a dangerous training environment. I recently underwent ACL surgery and am currently recovering. While using one of the treadmills, I nearly fell due to the sudden speed changes. This could have seriously worsened my knee injury and recovery process. This is no longer just an inconvenience — it is a serious safety hazard. Members are at risk of injury every day these treadmills remain in use without proper repair or replacement. I am extremely concerned that someone could suffer a major injury if urgent action is not taken. I request that management immediately address this issue by properly servicing or replacing the faulty treadmills and ensuring they are safe before members continue using them. I would also appreciate clear communication regarding what steps will be taken to resolve this matter permanently. I hope this complaint will be taken seriously and dealt with urgently before someone is seriously injured. Kind regards. Ernst Maritz.
1 reviews | Active since Jan 2020
Firstly what a beautiful facility! Next up - Nicole is the person to talk to! She has been super kind, patient and informative with my sign up process. She is diligent on the T&C’s and speedy on her responses. Very happy with the service.
1 reviews | Active since Jan 2020
Firstly what a beautiful facility! Next up - Nicole is the person to talk to! She has been super kind, patient and informative with my sign up process. She is diligent on the T&C’s and speedy on her responses. Very happy with the service.
1 reviews | Active since Jan 2020
I am a student. I was promised a buddy system. It never came to paying the buddy system amount. I canceled my membership. Planet Fitness took two times the amount of cancelation from my bank account. I did report it, they said they would refund it after 15 days. I still did not receive my money back. I called again only to find out that they never logged the refund, now I have to wait again for another 15 days. Planet Fitness does not care about their customers never the less about students that sits with no money for a month yet now going for anther because of their mistake.
1 reviews | Active since Jan 2020
I am a student. I was promised a buddy system. It never came to paying the buddy system amount. I canceled my membership. Planet Fitness took two times the amount of cancelation from my bank account. I did report it, they said they would refund it after 15 days. I still did not receive my money back. I called again only to find out that they never logged the refund, now I have to wait again for another 15 days. Planet Fitness does not care about their customers never the less about students that sits with no money for a month yet now going for anther because of their mistake.
The most common complaint about Planet Fitness, based on Hellopeter's AI analysis of recent customer reviews, is Product Quality & Treatment Results. Product Quality & Treatment Results (2.2) reflects ongoing frustration with broken treadmills, faulty stairmasters, non-functioning aircons, dirty pools, and unavailable reformer Pilates classes. Members report safety hazards and equipment outages lasting months, undermining the value of the workout experience promised at sign-up.
Planet Fitness scores 1.9 out of 5 on Hellopeter's AI analysis of service quality in Beauty & Personal Care, compared to the Beauty & Personal Care industry average of 2.5. Their strongest theme is Customer Service (2.7); their weakest is Memberships (1.4). The top AI-rated Beauty & Personal Care business on Hellopeter is Scentimental (4.3). How is the AI Score calculated? →
Planet Fitness has a TrustIndex of 3.4 out of 10 on Hellopeter, based on 606 reviews in the last 12 months. Hellopeter has tracked Planet Fitness across 6,037 total reviews. How is the TrustIndex calculated? →