Planet Fitness – Dallas – 12th Street

This review is for the abhorrent customer service (or lack thereof) received on a Friday evening by an employee named Selena. I have been a black card member of Planet Fitness for more than 5 years — a big perk being I travel frequently and this gives me the opportunity to visit many of their facilities (which I have done).
My sister was visiting me from another state, and I asked her if she wanted to join me for a workout since I had a black card and could take a guest. Plus, I wanted to use the tanning booth. We walked in on a Friday evening, I scanned my card, and I informed the young man at the counter that she was my guest. The young man asked my sister for an ID — which she said she did not bring since she normally did not carry a wallet to the gym. He asked Selena if she could work out — and Selene said «No, she cannot ENTER the facility.» I explained that no other Planet Fitness facility that I had been to had ever given me an issue — but still I understood. I asked if she could SIT IN THE LOBBY for the 10 minutes it would take me to tan. Selena said she was not allowed to ENTER the facility without an ID. I asked «So she can’t sit in that chair, right in front of you, for the ten minutes it takes me to tan?» Selena again said she was not allowed be in the facility.
I told her I would be reaching out to corporate and asked for a phone number. She gave me a generic info@planetfitness address. My sister went to wait in the car since she was not allowed to be inside the facility. While I waited to speak with a manager, another customer (a young man) entered the facility and handed her his key card — saying he needed to use the restroom but would be right back to pick it up. When he came back — she had lost the Key Card. When the young man began to look for it in the fishbowl of cards, Selena yelled at him «YOU NEED TO LEAVE.» The young man was startled and said he was looking for his card bc she wouldn’t help him. She called the manager (Joey) and asked Joey to kick out the customer.
At that moment, I explained to Joey that this customer had just come in to work out and that Selena had kicked him out — and that I coincidentally was also waiting to speak with him regarding her rude behavior. I told Joey that I understood the company policy of requiring an ID to work out, but that it was over the top to not allow the guest of a 5yr black card member to sit in their lobby for 10 minutes. I asked if it was corporate policy to require anyone entering Planet Fitness and sitting in their lobby to present a government issued id. While he was not rude, he would not concede that her behavior was excessive — or simply say something generic like «I’m sorry you’re upset.» Given that she was rude to another customer right in front of me, this is clearly a pattern of poor customer service by Selena. Joey gave me the name and number for their franchise contact (who I plan to call.)
Other Cons: The gym has no wifi. Every other planet fitness I have visited has wifi — which I use to stream Pandora while I run, or to play workout videos during my visit.
If you tan, this location does not have the wink ease stickies to cover your eyes in each booth. They charge $ 1 for them. Only notable because they are complimentary at other locations.

New in town and looking for a new planet fitness. Great facility, but please get more professional people at the front desk.

Love this location. I used to work out at la fitness and left because the people were awful. Everyone that comes to planet fitness is normal. (In the best way possible) the staff is really friendly. It’s always clean, don’t usually have to wait for anything and parking is never an issue. And it’s 10 $ a month. Can’t beat it!

Great experience here for the 1^st time. My trainer from around the corner told me that they were making this a Planet Fitness– so I had to try it. It took maybe 12 minutes to get here– that’s a plus. I received a hello and good morning before the door closed all the way. They ladies at the front desk was so nice and helpful.
It’s a little different than the other two that I’ve visited. The minute routine workouts are out in the open but sectioned. The weights and weight machines are to the back on your rights side.
Overall the set up is very nice. Plenty of parking.
I recommend fitness here.

I’ve been a black card member for 2 years from San Antonio, Texas. This gym is the best. #new #equipment #friendly #staff #recommended