First day in, I wanted to ask questions about the facility so I decided to wait my turn for other customers to be helped. CSR repeatedly asked me to sign in even after I told her I'd rather wait. Ended up signing in for the first time and exploring the facility myself. Second day in, i waited at the counter for 5 minutes as the 2 representatives acted as if they didn't notice me. Scanned my QR code twice waiting for their acknowledgement. Never got it so I just walked by. Not a word nor any eye contact like I was invisible. Third day in, I felt like I was be hounded by this Polynesian/Samoan rep. Any movement I made he had his eyes on me. Approached me stating bags weren't allowed on the floor as I went to stretch on the complete other side of gym. Must have watched me the whole time working out until I exited the building. I payed money and served my country should never have to feel harassed or disrespected especially being African Americans please don't do this. Contemplating my return. It's my second gym membership anyway since YMCA closes early and entirely on Sundays. Pros good equipment and cooling. Cons employees attitudes.

So I've been a loyal planet fitness member for 5 years now and the new employees at the front desk are horrible now a girl and some guy who are always standing there not even checking in on customers. They Never greet and they Never say bye they look at you with disgust and negative faces giving you no interaction at all they are just there on their phones and for this reason I'm cancelling I'm done I tried giving this place many chances but even after leaving feedback these new employees ruined my loyalty to this gym. The hours and the customer service alone have just led me to cancel and move on to a different gym cancelling along with my friends and can no longer recommend this gym to anyone.

Sadly I had an experience with management that didn't leave me feeling that great. Recently SOME of the planet fitness employees have been asking for me to trade my personal belongings with them at the front desk to be able to utilize a squat pad for their smith machines. Today I talked to management about how that policy doesn't provide me the best work out situation as the only thing I had to trade at the time was the water bottle I was using during my workout and my headphones I was using to listen to my music during my workout. I simply stated that trading my personal belongings for the use of that pad felt odd as I didn't want to be dehydrated or work out with out my jams hyping me up. I then recommended that there could be other policies to make sure that this pad get signed out properly by doing something as simple as using a sign-in and sign-out sheet. Unfortunately that recommendation was said to deaf ears of the manager as they responded with "that's not our policy and that's not how we do things." It felt very dismissive and what was worse was having them say not all planet fitnesses do this making me wish I was working out somewhere else that didn't have this "policy". I wish that this situation could have been handled with a little bit more care. I workout daily at this location and would hope that feedback on how their business affects my work out would have been appreciated. But I'm seeing a pattern where this sort of feedback is not valued. For another example I reported that this smith machine has a bent bar and it's been out of commission since I reported it 3 months ago. I wish I worked out in a gym that valued providing a better work out environment for its people through timely repairs and listening to constructive criticism on policies that are not universal.

It's a hit or miss sometimes the staff knows how to do their job but most of the time they sit behind the counter talking. Tanning booths sometimes have all working bulbs. Parking is difficult but not as bad as the 72st location.

Strengthen your Customer Service Skills I will not leave a negative review because I resolved my issue with the regional manager—- I believe that with the exemplary leadership approach, any business can make changes, as he demonstrated to me. So, after a few frustrating months of dealing with employees' lack of professionalism, I will provide some fundamental skills to improve your membership experience at this particular club. First and foremost, you must ensure that your customer service team has the necessary skills to manage your customers' needs. Empathy, patience, and consistency. Some customers will be irritated and filled with inquiries, and others will talk a lot. You must know how to deal with them and consistently provide the same level of service. Adaptability. Every customer is unique, and some appear to change weekly. You must be able to handle surprises, sense the customer's mood, and adapt accordingly. This includes a willingness to learn, as providing good customer service is lifelong. Clear communication. Make sure that your customers understand exactly what you mean. You don't want your customer to think he's getting 50% off when he's getting 50% more product. Maintain a cheerful demeanor, and never end a conversation without confirming the customer's satisfaction. Work ethic. Customers value a representative who will see their issue through to completion. Simultaneously, you must have good time management skills and avoid devoting too much time to one customer while others wait. To strike the right balance, stay focused on your objectives. Knowledge. Finally, your customers rely on you to understand your product. ( contract) Therefore, maintain sufficient knowledge to respond to most inquiries and know where to turn if the questions become too detailed or technical for you to answer. But don't be afraid to say, "I'm not sure." Customers will appreciate your forthrightness and efforts to find the correct answer. ( Karla) Finally, incorporate diversity inclusion into your training and practice it to avoid societal stereotypes of black women. For example, I find it offensive that a group of white and Hispanic women became uneasy when a black person asked questions like every other club member. However, I've seen how they interact with white members, which is very different. Furthermore, please keep the voice you used with your children at home and not on your customer's phone, Jasmine. It was unnecessary and inconvenient to call someone in the morning without greeting them with a good morning and an angry tone. RESPECT your members if you can't respect yourself or your role as a leader at work.

Your new hours are a ripoff from what I was promised when I signed up for a black card membership. As someone who works night shifts, This was a great place for me to come in on my off days to workout. I asked the employee working in the morning, she said it’s due to the increasing crime rates during those hours and the company does not want to be liable for any loses. She even recommended me to sign up for 24hr fitness. WOW.

Nice facility, Ghetto location. Homeless always around parking lot and camped on sidewalks. Hours have been reduced & theft is an issue. No secure area for safekeeping of high end bikes. Sad to see it going down hill from the great place it was.

I've been coming here for about a year now. The equipment is relatively new and kept in good shape. The staff are relaxed and friendly, and do a fairly decent job at keeping things stocked. I like that the front doors lock after 9, considering the area. I also enjoy having a crowd meter so I know what to expect when I work out. I wish the bathroom stalls were bigger, you have to squeeze in to fit. Overall this place is clean and chill.

Time to find a new gym. First they changed their hours from 24/7 to opening at 5am. For someone who works nights this really sucks but fine. But now they have a homeless camp right next to the front door with atleast four homeless guys all smoking fentanyl. If I was a female I wouldn't come to this gym. The camp is on private property so you can evict them off but hey let's just enable the behavior. Update: no employees showed to work today and the doors are unlocked at 6am. Bunch of people just working out with no staff in the building. This place is wild. In 20 years of going to the gym I have never seen a place this wild.

Terrible! Assistant manager( not going to put it on this review but she knows who she is) would not look up the account through the computer. The app and connection was not working. Explained she could look it up under the barcode number which I had. She refused to when I asked for the managers info she the. Said she could not give me that info either. Called another location to ask if they could check me in just this once under the barcode since it was not working and they stated they could and would make a note stating there was an issue. This specific assistant manager needs some more training in customer service, I am also in customer service and this is not how you treat customers when they explain and give you all the information, which at one point asked if I was entering it correctly after she seen the emails that were coming to my phone. Again, when I walked in I let her know that the barcode number was my phone number so that she could look it up and help I have previously went to this gym in the past with no issue.

Always people blocking machines in the 30min circuit area. I ask them to move but they refuse. So I asked front desk to help but they laughed at me. So I asked to cancel my membership and they had a bad attitude and made me wait 20 minutes for them just to tell me I had to drive all the way to lacey to cancel my membership. The unprofessionalism is astounding. I filled out a complaint form but I have no real way of knowing if they actually submitted it. When I got to lacey they said I didn't have to drive all the way to cancel. That fernhill could have cancelled it. A simple enforcement of the rules could had prevented all of this.

Best PF. Clean, spacious, and all the equipment usually are in good working order. Parking is generally easy, except in the evening, but you can find additional parking in the underground garage.

Pretty decent gym, not a bad price. I love the tanning, infrared beds, and massage chairs. The showers are actually really nice, large, with lots of hot water. I enjoy all the different options of machines and equipment. Only reason I did 4 stars and not 5 is because they are no longer 24 hours and yet my monthly fee is still the same. I was a late night gym goer but now I have to limit my workouts due to time. Updating to five stars because my local location has updated to later hours... not 24 hours but later none the less. So I am a happy camper. Oh and they sell a tons of Celsius flavors. Haha. - Happy gym goer

I love that I can go in and work on my weight loss journey without any stairs or comments. I love the hydrotherapy massages after my workouts, I don’t seem to get the soreness since I have been using them. Great place to just go work on yourself!!!

Been coming to this location for about a year. Always see them wiping machines or cleaning the bathroom. Staff has always been friendly, parking lot is usually full during any peak hours. So pushing us to park by the dollar tree. A lot of homeless around and have seen someone's car broken into so don't leave valuables in sight. The police do seem to clear them out. Saw them do it yesterday.

This location is absolutely one of the worst I have ever worked out at. I continue to tell myself not to visit this location, but every time I stop going for several months and come back to this location am I am reminded why I don’t go there. The staff at this location are very rude, unfriendly and unwelcoming. At first. I thought it was just me but after watching their interactions with several other customers, I realize that is the environment and culture there at that location, unfriendly and unwelcoming. None of the employees at this location seem to actually like their job or want to be there. I will continue to travel to the planet fitness on sixth Avenue in Tacoma versus coming to this one. That is five minutes from my home. They need to have a training session with this team here on Pacific. My entire workout crew has had different interactions at this location.

Ghetto location. I don't feel safe here. Besides that, the gym is one of very low quality. The black card member rooms are extremely cramped. The tanning beds take up over half of the rooms. There are no mirrors in the rooms like they have at other PFs, and it's always dark in there. The tanning booth has more than half of the bulbs out. There is always, and I mean always, trash spilling out of the trash cans onto the floor. They don't even put the paper towels in the dispenser anymore, just leave them on the dollar store tables they have in the rooms. The place is DIRTY. You can usually find about 5 young adults in there behind the counter. NONE of them are friendly. Don't expect to be greeted or even acknowledged! They just stand behind the counter doing literally nothing. I kept giving this gym chance after chance, but even after speaking with the staff, nothing improved. I've never had a decent experience here. This place needs a major overhaul from the bottom up. I hate, HATE this planet fitness.

I like everything about this gym I just started going for 4 months now and tbh the only thing I recommend is that the staff work on their customer service skills. Mainly talking about the ones behind the desk. I swear when I come there it's there's like 2, 3 sometimes 4 and many times they are constantly talking to eachother, on their phones and having conversations,not paying attention to customers or even greeting to make us feel welcome. I don't know in my opinion I find that discouraging when I walk into a facility or place that I look forward to going to everyday.....

I was a member of the Lacey gym and moved to Tacoma so I transferred my membership but ended up never going. Well, I forgot to cancel and moved to Korea. I called a few weeks ago and they said I'd have to come in or send a registered letter requesting cancellation since I lived out of country. I thought that was ludicrous but I had no choice. I even had a friend go there on my behalf but they were told the same thing. I sent the letter requesting cancellation effective immediately. I sent the letter late October/early November. I also "requested" a refund due to the fact I never even used the gym but I know I'm not entitled to it legally but morally, c'mon now. I received an email stating they received my request and my effective date was the date they received the letter, not the date I put at the top of the letter. This means I have from November 14-December to use the gym after which my membership is cancelled. I moved to Korea two months ago and I'll probably never live in Washington again. Terrible way to do business. I will never recommend Planet Fitness and will never patronize them ever.

Called to figure out why my membership wasn’t canceled for the second time and the girl at the counter is RUDE AND DISRESPECTFUL AND HUNG UP ON ME. absolutely disgusting and I will be taking this much farther. EDIT: called 4 times and she hangs up on me every time.

The managers are idiots who annoy their clients for no reason. He has a bad attitude and I hope they get fired so I can return to the facility. I would love to talk to the owner to express that he needs a better staff, more layers and that they think about the business and not how to bother their customers.

Talk about max space and plenty for everyone. This free form, no judgment power house of physical action is hip, straight down to the hoppin' summer pass giving teens a great place to be when it's hot outside and staying out of trouble and being healthy. Wonderful staff all day.

Way too many rules to bother with. If you're looking for a good workout, go to a real gym! This place will kick you out for making noises while you are working out such as grunting or clanking weights when you set them down after lifting. I didn't even make it through the tour! :-)

There are a few of the bathroom amenities that I think need revising, however this is not a deal breaker for me. I really enjoy the option of the Hydro beds and Total Body Enhancement to add to my time at the gym. The environment is clean (following COVID protocol) and staff are usually extremely friendly and helpful.

Friendly, clean, professional. All the machines I need and all the extras I enjoy. Love this place ❤️ The manager is exceptional!! I had a serious issue and it was handled within 24 hours. Even called me to see how things were going afterwards. I couldn't ask for a better club with better staff. The value for the money 👍 Please don't ever change!! Thank you folks, excellent job

This was one of the best locations out of the 3 that I attend on a daily basis as a member (I’ve been to all locations as a previous employee as well), Fernhill being the cleanest and fastest service. If it weren’t for me having to be in other areas of Tacoma, I’d be coming here every single day! Especially since the rest of the locations in this franchise are nowhere near as clean on a daily basis. Casey keeps this club looking sharp every single day and it very clearly shows. *1/2/24 update* Unfortunately, there are employees, including a manager, who failed to deliver an ethical experience. I had spoke with John, Natalie and Ari on several different occasions after 12/17/23 within a 7 day period over the phone and in person to make sure my payment was made and I was good to workout. Come to find out, neither of them documented our interactions in my member account notes, which is very disappointing. Yesterday I finally got the notification from the planet fitness app that it was not a successful payment. Given that I previously spoke with a manager about this, yet he failed to really look into my concern deeper than the invoice tab, I’m disappointed I wasn’t provided the correct answers when I was asking for them. Maybe train the new managers on what “ABC notes” are in datatrak. I would’ve been able to fix the overdue payment issue a lot sooner if I was given the correct information. Here are the simple steps on the quickest way to see the status of any attempted payment vs waiting weeks for the datatrak system to show a declined payment in the ABC invoices tab. Access the member notes, switch it to ABC notes, scroll all the way to the bottom to see most current activity, and it will show you the dates and status of any attempted payment collection. Hopefully this prevents any miscommunications from your staff in the future. I know now what I need to do to fix the problem on my end. The east side planet fitness location will be gaining a member when I transfer out of Fernhill to their club.

Now that former manager, is no longer at the location I frequently go to, the atmosphere has changed, and not for the better. I use to be greeted by name with a smile, and now when I walk in they're often side conversations tearing down other co-workers, or staff members on their phone... I use to love coming in... Now, not so much

1st time here today, 12/19. Staff members were helpful in setting up the initial process of the membership. That included setting up the PF app as well. The first-time impression walking in and looking across the facility looked well maintained. Was able to use the necessary equipment for today's workout, and the restroom was cleaned as well. Overall, I will continue to use this location.

I love Planet Fitness! This location is my favorite, just sad their no longer 24hr, that's the main reason I joined I'm a night person & it was perfect for me, but I'm not the masses & that pays the bills, I understand I guess. Still a fabulous Gym/Spa

The place is quite and clean. There's never a judgement. I look at others on the machines to see how they work. And then read the instructions too. I'm a visual learner. I like to go when it's not very busy.

Awesome hydromassage spa that is a great part of any workout. Plenty of clean equipment that is well kept. This has been a perfect way to keep up progress I made in physical therapy.

UPDATE AGAIN: it's December 23rd and the gym didn't open on time. I had to wait until 5:06am. If I could write more than one review, I would. It's Sunday December 18th, I get here at 5am and the employee is not here to open the doors.... very disappointing. I waited until 5:05am. This gym has gone downhill. ***UPDATE: not sure why I can't reply to "owner". I know your hours of operation. I don't need to call your establishment asking why their employee can't open on time. That should be the Owners job.

this place closes earlier than my grandmas bedtime. it’s much busier and all the machines are taken whenever I go now. They close at 9PM!! on the weekends these new hours are a joke been a loyal member for 2 years. Tried CANCELING my membership but they did not let me unless I paid a FEE! even though they never warned us about ridiculous hour changes not even a month ahead. Forced to stay even tho I could only go on nights, AND got the black card membership because I did not think they would take the hours that worked for MANY planet fitness members including myself which now struggle! feels unfair to make us go in a contract then change the hours not thinking on how it could become useless to many of us. Don’t recommend this place find anyplace other than here!

Its what you expect from a normal gym. My only complaint is my monthly payment is taken out on different days every month dont know why. I would like same day every month not randomly.

Wish they could build one closer to where I live but, it a well maintained place, good staff unique equipment when it comes to massage chair and stuff. Clean showers and spacious and plethora or gym equipment.

Great clean gym. Lots of open equipment. My only complaint is the shower temp and pressure continuely changes during a 5 minute shower. Much like the NW weather.

Love the staff there. They actually interact and talk to you and remember you. Even though the University place PF in my opinion has better equipment, I keep coming back because it is clean, not over crowded and the service there is outstanding.

Planet Fitness is a very clean place. It is basically all machines the only free weights is dumbells and you can apply weights to the Smith machines or the squat rack. What I have encountered there is most people is friendly and other just keep to themselves but over I haven't ever had a problem there and it's for a decent price. I have nothing bad to say about this establishment.

This is a killer value and exactly as advertised. The equipment is well maintained and they have a lot of options. The staff has been pretty exceptional as well. I've been eager and excited to come to the gym since joining.

Plenty of parking. Gym is clean and COVID standards kept. Lots of TV screens to watch while on aerobic machines. Up pace music playing, is not obnoxious. Staff is friendly.

The retaliation of the employees here horrible. I posted a review about the hostility of the manager here about a policy to trade my personal items for a pad that they keep behind the counter. That eventually got to the area manager that explained the policy would be changed and the employees would work on how they interact with the customers. Well just now I went to the front to exchange my helmet which would put it behind the counter since it's to wide for the lockers. I uses this helmet to ride here and the employee threw a fit saying it was too big of an item to exhange. They then went on a rant saying that they didn't like how I had an issue with the policy and that I should just not work out here as I'm an issue for them. What's sad is I'm simply trying to work out here with as little complications as possible. I explained how I've successfully been exchanging my helmet here with everyone else (the other employees) for weeks and they said "well not with me". And there is some truth to this because instead of working out in the morning like I used to I switched to working out at night to avoid the people that had an issue with me last time. And that choice to make this about them and not about the values at the place they work with feels truely targeted. I chose planet fitness because it's supposed to be an inclusive environment and yet I'm finding time and time again that it's not. That how they treat people is up to the employees they have and it's not the experience I would wish on anyone else. If you are considering a gym I recommend avoiding this location because who is behind the counter can truly change the mood of your day and reason to work out.

They always greet you when you come in and it's always very clean. It's pretty cool while you're working out very sanitary. The bathroom area is very nice and clean. I like the variety of music and how many tvs they have and different things you can watch. Overall, it makes me want to go workout.