Customer Reviews (500)

_pravda.ru • 2025-03-21T14:44:27-07:00

Planet Fitness is the most disgusting chain of all. I have been to many gyms around the USA. And every gym has a problem. Some are disgustingly dirty, have terrible old equipment. Or stupid employees who never know anything. By the way, I bought a membership for $25, and I noticed that people with a $10 membership can also go to massages, etc. After I found out that the employees just let everyone through and don’t even look at your status. They don’t care. And you just overpay money. Then I was shocked that they charged me $50. What makes me even more angry is that I canceled my membership half a year ago and they are still charging me $25 a month. And today they charged me $40 for the annual fee, although I have already gone several times and asked to cancel my membership. But there are always stupid and uneducated staff there. It’s a terrible chain.

Evan 111 • 2025-03-21T06:43:34-07:00

Great gym! everyone is nice and a great environment to work out in.

kevenskii • 2025-03-20T14:06:40-07:00

Always clean. 💯👍

Summary of Key Insights

The Planet Fitness Workouts app receives mixed reviews, with a slight positive skew. While many users appreciate the convenience, guided workouts, and clean facilities, significant pain points exist regarding billing issues, difficulty canceling memberships, inaccurate crowd meter readings, and the lack of key features within the app. The app is praised for its ease of use and workout guidance, but criticized for nagging prompts and missing functionalities. Overall sentiment leans positive due to the value proposition of Planet Fitness, but negative experiences related to billing and app functionality significantly detract from the user experience.

Quantitative Metrics:

  • Overall Rating (implied): Approximately 3.9 stars (based on review distribution).
  • 5-Star Reviews: 58.2% (291/500)
  • 4-Star Reviews: 7.8% (39/500)
  • 3-Star Reviews: 7.6% (38/500)
  • 2-Star Reviews: 4.2% (21/500)
  • 1-Star Reviews: 22.2% (111/500)

Key Strengths: Convenience, guided workouts, clean gyms, friendly staff (at some locations). Key Weaknesses: Billing issues, difficult cancellation process, inaccurate crowd meter, nagging prompts for backup payment, lack of Apple Watch integration, limited workout tracking within the app, and the inability to save favorite workouts.

Data & Methodology Overview

  • Data Sample Size: 500 reviews
  • Time Frame: Not explicitly stated, but assumed to be recent based on the version number (9.9.16) and mentions of current issues.
  • Analysis Methods: Manual review of each review to identify sentiment, recurring themes, feature requests, and pain points. Keyword extraction was performed mentally during the review process.

Key User Pain Points

  • Billing Issues: Numerous users report being charged incorrectly, charged after cancellation, or facing difficulties updating payment information. This is a major source of frustration. Impact: Financial loss, frustration, distrust of the brand.
  • Difficult Cancellation Process: Many users complain about the inability to cancel memberships through the app or online, requiring an in-person visit. Impact: Time wasted, increased frustration, perception of predatory business practices.
  • Inaccurate Crowd Meter: The crowd meter is frequently reported as being inaccurate, providing a false sense of gym occupancy. Impact: Wasted trips to the gym, increased anxiety for those sensitive to crowds.
  • Nagging Prompts for Backup Payment: Users are annoyed by the persistent prompts to add a backup payment method, even when their primary payment method is working fine. Impact: Decreased app usability, frustration, perception of aggressive sales tactics.
  • Lack of Apple Watch Integration: Many users request the ability to check in and sync workouts using their Apple Watch. Impact: Inconvenience, missed opportunity to leverage wearable technology.
  • App Loading/Functionality Issues: Some users reported the app not loading or crashing, rendering it unusable. Impact: Inability to access membership and check in.
  • Inconsistent Customer Service: Some users report unhelpful or rude staff at certain locations and difficulty resolving issues through customer service channels.

Frequently Requested Features

  • Ability to save/favorite workouts: Users want to be able to save their favorite workout routines for easy access.
  • Improved workout tracking: Users want to be able to track specific exercises, weights, and reps within the app.
  • Apple Watch integration: Users want to be able to check in and sync workouts using their Apple Watch.
  • Dark Mode: Users want a dark mode option for easier viewing in low-light conditions.
  • Ability to cancel/downgrade membership within the app: Users want to be able to manage their membership directly from the app.
  • More accurate crowd meter: Users want a crowd meter that accurately reflects the current gym occupancy.
  • Wallet Pass integration: Users want to add their membership card to Apple Wallet for easier check-in.
  • Ability to change home gym: Some users need to change their home gym location within the app.

Strengths and Positive Aspects

  • Convenience: The app provides convenient access to workouts and gym check-in.
  • Guided Workouts: Users appreciate the availability of guided workouts and exercise tutorials.
  • Cleanliness: Many users praise the cleanliness of Planet Fitness gyms.
  • Friendly Staff (at some locations): Some users report positive experiences with friendly and helpful staff.
  • Affordable Membership: Planet Fitness is often seen as a budget-friendly gym option.
  • Variety of Equipment: Users appreciate the range of equipment available.
  • No-Judgment Zone Atmosphere: Many users value the non-intimidating environment.

Prioritized Action Recommendations

High Priority:

  • Fix Billing Issues: Implement robust error handling and clear communication regarding billing processes. Provide a way for users to easily update payment information and resolve billing disputes within the app.
  • Simplify Cancellation Process: Allow users to cancel or downgrade their memberships through the app or online.
  • Improve Crowd Meter Accuracy: Use real-time data from check-ins to provide a more accurate representation of gym occupancy.
  • Remove Nagging Prompts: Stop prompting users to add a backup payment method if their primary payment method is working.

Medium Priority:

  • Implement Apple Watch Integration: Develop an Apple Watch app for check-in and workout tracking.
  • Enhance Workout Tracking: Allow users to track specific exercises, weights, and reps within the app.
  • Add "Save/Favorite" Feature: Enable users to save their favorite workout routines for easy access.
  • Improve Customer Service Training: Ensure that all staff members are well-trained and provide consistent, helpful service.

Low Priority:

  • Implement Dark Mode: Add a dark mode option for improved user experience in low-light conditions.
  • Add Wallet Pass Integration: Allow users to add their membership card to Apple Wallet for easier check-in.
  • Allow users to change home gym easily: Provide a straightforward way to change the home gym location in the app.

Opportunities for Startup Ideas

  • Gym Membership Management Platform: A platform that consolidates gym memberships across different providers, offering easy cancellation, payment management, and workout tracking.
  • Real-Time Gym Occupancy Tracker: An app that uses data from multiple gyms to provide real-time occupancy information, helping users find less crowded workout spaces.
  • Personalized Workout Recommendation Engine: An AI-powered app that analyzes user fitness goals, preferences, and available equipment to recommend personalized workout routines.

Trends and Observations

  • Recurring Complaints: Billing issues and cancellation difficulties are consistently mentioned across numerous reviews, indicating a systemic problem.
  • Feature Parity Expectations: Users expect the app to offer basic functionalities such as workout tracking and the ability to save favorite routines, which are common in other fitness apps.
  • Inaccurate Crowd Meter Frustration: The consistently inaccurate crowd meter leads to significant user frustration and distrust in the app.
  • Desire for Convenience: Users highly value convenience and ease of use, as evidenced by requests for Apple Watch integration and wallet pass support.
  • Positive Sentiment Despite Flaws: Many users express overall satisfaction with Planet Fitness despite the app's shortcomings, suggesting a strong brand loyalty.
  • Staff inconsistency: The quality of customer service is highly variable depending on the location.

Conclusion

The Planet Fitness Workouts app has the potential to be a valuable asset for members, but significant improvements are needed to address key user pain points and meet user expectations. Prioritizing fixes for billing issues, simplifying the cancellation process, improving the crowd meter, and adding essential features like workout tracking and Apple Watch integration will significantly enhance the user experience and improve overall satisfaction. By addressing these issues, Planet Fitness can strengthen its brand loyalty and attract new members.

Original App Link

https://apps.apple.com/us/app/planet-fitness-workouts/id399857017?uo=2