Planet Fitness Stamford Harborview - Poor Communication and Unprofessional Service
I have been a long-term member of Planet Fitness Stamford (Harborview), CT, and I am extremely disappointed by how a simple and reasonable request was handled regarding the gym closure for renovations. Timeline of Events: No Notification of Closure: The club was closed for renovation from late September through early November 2025. I received no email or notification regarding this closure. I discovered the closure only when I arrived at the gym in late September or early October and saw a note on the door stating the club would reopen in October. Initial Inquiry and Assurance: In late October, I called the club to ask about the reopening date. A staff member informed me the renovation was delayed until November and assured me I could request a refund or credit once the gym reopened. She even noted this on my account. Multiple Attempts to Contact the Manager: After the gym reopened, I visited the front desk to request my refund. I was told I must call the club manager, Tiffany, at a number that required a transfer. My first call reached a staff member who said the manager was unavailable and asked me to call another day. Interaction with the Manager (Nov 25, 2025): When I finally reached Tiffany: She refused to issue a refund, stating a membership credit might be possible but only if I came in person for verification, despite having my profile and photo visible on her screen. She insisted that an email about the closure had been sent, which I never received and later confirmed did not exist. She could not verify me over the phone, which felt unreasonable given that all identifying information had already been provided. Retaliation After Feedback (Nov 26, 2025): After leaving honest feedback through the automated survey, I visited the gym in person. Tiffany informed me that only her supervisor could now handle the matter, refused to provide contact information, and told me I would need to wait 1-2 weeks to be contacted with no clear next steps. This approach felt dismissive, unhelpful, and inconsistent with the stated customer service standards of Planet Fitness. Summary: My request was straightforward: a refund or credit for two months during which I could not use the gym due to renovations about which I was never properly notified. Instead, I experienced inconsistent information, dismissive behavior, delays, and unprofessional treatment following honest feedback. Impact: This experience has been extremely frustrating and disappointing as a loyal, long-term member. It is unacceptable that a major fitness chain would handle a simple refund request in such an obstructive and unprofessional manner. Desired Resolution: Refund or membership credit for the months when the gym was closed. Clear contact with district/regional leadership to escalate and resolve the matter. Review and improvement of customer service and escalation procedures at this location. Actions Taken (for transparency): To ensure this issue is properly reviewed, I have taken the following steps and am currently awaiting responses: 1. Submitted a formal written complaint to Planet Fitness' Head of Customer Experience. 2. Filed a complaint with the Better Business Bureau (BBB). 3. Filed a consumer complaint with the Connecticut Department of Consumer Protection. I am sharing this information so that other members who may face similar situations understand their options and can protect their rights.
