★ 4

Source: Google

★ 1

Re: Formal Complaint Regarding Harassment, ADA Violations, and Misconduct at Freehold and Jackson Locations

To Whom It May Concern,

I am writing to formally report two deeply troubling incidents that occurred on the night of [date] at your Freehold and Jackson, NJ Planet Fitness locations, involving both harassment and violations of federal law related to service animals. My wife and I purchased memberships earlier that evening after reviewing your stated Service Animal policy, which clearly indicates that service animals are permitted in your facilities.

Incident at Freehold Location

Upon arriving at the Freehold location, we experienced initial issues signing in due to the absence of staff at the front desk, but we began our workout with the intention of checking in once an employee returned. When your staff member eventually engaged with us, his behavior quickly became hostile and unprofessional.

After my wife calmly explained that our dog is a trained service animal and described her task-based functions, the employee rolled his eyes, gave her attitude, and walked away. Minutes later, he returned to inform us that the dog could remain as long as she stayed off equipment—an instruction we followed without issue.

Shortly afterward, he aggressively approached us, claiming we had been “causing problems since we got there,” despite no other members expressing concerns and despite the fact that your security footage would confirm we were fully compliant. The situation escalated when he began yelling, threatening us, and ultimately invited us to “meet him in the bathroom where there are no cameras,” clearly indicating an intent to start a physical altercation. This conduct is not only inappropriate—it is dangerous, abusive, and entirely unacceptable in any professional environment. He also refused to provide his name when asked.

Incident at Jackson Location

Shaken by the Freehold encounter, we went to the Jackson location, where the first staff member we spoke to was courteous and apologetic. He confirmed that our service animal was welcome as long as she caused no disruption—which she did not.

However, around 4:30 a.m., another employee—likely the incoming morning staff—approached my wife while she was alone and demanded “certification” proving the dog was a service animal. Under federal ADA law, staff may only ask two questions: (1) whether the dog is a service animal required because of a disability, and (2) what work or task the dog is trained to perform. They may not demand paperwork, identification, or certification. This employee’s actions were not only inappropriate, but illegal.

After overhearing the interaction via a phone call from my distressed wife, I approached the employee and respectfully explained that we are not legally obligated to provide documentation. His response was hostile, dismissive, and he ended the conversation by telling us to “try again tomorrow and see what happens,” which can only be interpreted as a threat of further harassment.

Legal and Policy Concerns

Both incidents represent serious concerns:
• Violation of the Americans with Disabilities Act (ADA)
• Harassment and intimidation of members
• Failure to properly train staff on service animal policies
• Abusive and aggressive employee conduct, including threats of physical harm
• Failure to ensure a safe, inclusive, and nondiscriminatory environment

These behaviors are entirely unacceptable and expose Planet Fitness to significant liability.

Requested Action

I am requesting the following steps be taken immediately:
1. A full investigation into both incidents.
2. Identification of the employees involved and appropriate disciplinary action.
3. Confirmation that all staff at these locations will receive proper ADA compliance training regarding service animals.
4. A written response outlining how Planet Fitness intends to prevent such incidents in the future.

Please understand that if this matter is not handled promptly and appropriately, I am prepared to pursue all available legal remedies.

Source: Google

★ 4

Not a bad time for first time at this location, as I was passing through the area. Wasn't crowded with bros, even at 4pm like most locations I've been to.

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★ 5

Iove it there it's very nice and comfortable lots of space and Judgement free zone 😁😁...all 10010101010100110100010101010@❤️

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★ 3

Not impressed, is ok since its become the only local option

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★ 5

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★ 3

Hola el lugar tiene todo muy limpio y todo no tiene nada de malo lo único que falta es barra olímpica Pero de hay en lo demás muy bien

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★ 2

Long time member here:
I love this place, but the new vending machines are a very stupid idea. You have to bring your credit card into the gym, use it to open the door of the machine. Then if you want your black card discount, you have to scan your key pass. I just tried it and it didn't work. I'm going to Wawa for my supplement drinks from now on. Extremely stupid idea. I'm tempted to just start going to another gym. That and the fact that people are allowed to use exercise machines as their private desk to use their phone in a crowded gym, are a turnoff.

Source: Google

★ 4

First time at this Planet Fitness. Clean, vending machine tech was cool, and equipment overall in decent condition. Solid spot, no complaints. #MCM #EventMarketing

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★ 5

Best gym out there

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★ 2

Tengo ya varios días queriendo usar la v
Vibra shape pero no está funcionando
Deverian de repárarla ya que es un plus en el entrenamiento
Espero poder usarla pronto gracias

Source: Google

★ 5

I rate Planet fitness in general 5 stars. This location specifically is up to par with the rest. Recently redone.

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★ 5

Very clean, and well maintained equipment. I love that it's back to 24hrs because I finish work late.
I will definitely be back.

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★ 5

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★ 5

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★ 5

Great place to exercise. Very friendly staff.

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★ 5

There are plenty of things to keep me busy. I do not need fancy pools or classes. The newly redesigned gym in Jackson NJ is quite impressive! Loads of machines so there's no wait!

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★ 5

Good attention from the staff, good training environment and good machines

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★ 5

Very spacious, with many exercise options. It was my favorite Planet Fitness place.

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★ 1

i do not see myself ever returning to this establishment in the future. the building itself was fine, but a gentlemen with a pony tail (i can assume was a manager) was very rude not only to a member of the gym but also to employees who in my opinion, did not deserve it. Also could use a shower as the way he smelled was definitely not professional. I only give this gym one star because the young woman with brown hair (forgive me i forgot her name) at the front desk was kind and offered assistance if i needed any help with anything. Nonetheless i think i will be sticking to the freehold location from now on.

Source: Google

★ 5

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★ 5

Friendly staff, nice layout of equipment, convenient location for Jackson/Lakewood area

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★ 3

are they tearing the whole place down and rebuilding it?? If its been closed for this long i have seriously high expectations for whats being renovated. Can we please get some more smiths and actual weight lifting equipment instead of the 400 treadmills?

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★ 3

Taking forever to open this place after renovation. Everyday they are giving wrong information, being closed for more than a month

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★ 5

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★ 4

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★ 5

Cuando estara nuevamente abierto el gym??

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★ 5

Gimnasio con mucho equipamiento y fácil acceso. Servicio amable.

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★ 5

My favorite Ocean planet fitness, they have wellness pod, I started my day with this relaxing meditation and finish too, make me feel complete

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★ 4

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★ 5

Fantastic staff. Great equipment. Highly recommend.

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★ 4

Good enough to get things done

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★ 1

I've never seen a Planet Fitness in bad shape.... and this one looks like it's been 6 construction for years

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★ 5

The gym is clean and the staff are very friendly

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★ 5

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★ 5

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★ 5

Very nice Gym. Gym is clean, Machines are great ! And the staff is friendly

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★ 5

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★ 1

Went there and left my bag in the locker room. Ended up getting my wallet stolen. When I went back there to claim it the workers needed up finding it in the trash can with my credit card stolen. DO NOT GO HERE AT ALL

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★ 5

Friendly staff... I go early in the am

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★ 5

Nice employees clean place.

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★ 1

I am writing to express serious concerns about a recent experience at the Planet Fitness location in Jackson, specifically involving the manager, Chad M. A consistent 7 day a week, non-American, English as a second language, respectful member was removed from the gym without any prior warning or opportunity to address the issue. The incident revolved around a brief, 30-second video recorded during a workout session — a practice that is not uncommon in gyms and was conducted discreetly, without disturbing or the inclusion of others in the background.

At no point was the member asked to stop filming or informed that it was against policy. Instead, the response from Chad was abrupt and escalated unnecessarily, resulting in the member being banned from the facility on the spot. This decision appeared to lack fairness, consistency, and clear communication, especially considering the member’s reputation for maintaining excellent gym etiquette — always quiet, respectful, and focused on training.

Several witnesses noted the handling of the situation seemed excessive and lacked professionalism as well as discriminatory profiling. In a space that promotes inclusivity and a judgment-free zone, this incident felt discriminatory and inconsistent with Planet Fitness’ stated values.

It is important that management upholds standards of communication and fairness, and that members are treated with dignity and respect. I hope this issue is reviewed and addressed appropriately by higher leadership to ensure a more respectful and transparent environment for all.

Thank you,
A concerned member

Source: Google

★ 5

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★ 5

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★ 5

Employees are extremely friendly and outgoing. Machines and weights are in order. Great environment to spend my mornings. Very happy with my gym

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★ 5

Well the one that I go to is in Jackson and the people in there are always very nice the equipment the floor and everything is always very clean. Although I haven't get a free shirt yet but maybe they give me one down the road I only been with them for 3 years so I guess I have to wait a little longer for that free shirt 👍🇵🇷

Source: Google

★ 3

I regularly train at three different Planet Fitness locations in the area, and unfortunately, the Jackson location falls short—specifically when it comes to the showers. After my workouts, I head straight to work, so having a functional, clean, and comfortable shower setup is essential.

At this location, there are only three showers, and I’d argue only one is barely usable. The handicap-accessible stall doesn’t have a place to hang the sprayer, which defeats the purpose entirely. The second stall has no shower curtain, making it unusable for anyone expecting even minimal privacy. The last stall is incredibly small—feels like showering in an airplane bathroom. To top it off, there’s no hot water. Not even slightly warm.

What’s more frustrating is that the employees are already aware of these issues and have mentioned that many people complain about the showers. So the question is—why hasn’t ownership done anything about it? If the staff are passing the feedback up the chain, it’s either being ignored or not prioritized.

Either fix the showers or remove them altogether and use the space for something members can actually benefit from, like more equipment. This bathroom situation needs serious attention. For a gym that promotes convenience and cleanliness, this is a major letdown.

Edit: I'll add photos next time I am forced to train here.

Source: Google

★ 5

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★ 5

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★ 5

Great 👍🏽

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★ 4

New machines are nice, staff is friendly, can get a bit crowded. Sauna and or more smith machines would bring this to 5 stars.

Overall still a great value

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★ 5

Gets it done. Bathrooms could be cleaner.

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★ 5

Great facility! Clean, tidy! Staff is the best, especially Sam and Xavier!

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★ 5

Muy bueno

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★ 5

Great gym, always clean. Staff is cool.

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★ 5

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★ 5

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★ 2

Most planet fitness locations are great. At this location no one monitors the 30 minuit circuit area and no one follows the rules for the circuit which ruins it for everyone. They only have 3 smith machines so you will wait near an hour to use one
It turns out the smith machine area looks like where everyone just sits on there phones and takes up the equipment.

Source: Google

★ 1

Jackson Planet Fitness.Long time member.Very disappointed in facility.Temperatures inside facility is out of control.Broken for over 1.5 months now and nothing is done,On front of building where Staff hang out behind the desk . heat feels that it kept on 100 degrees and constantly pumping.Its so hot that staff have to leave front door open all the time.Back room you feel like your working out outside.No heat at All.No heat at all.This was brought to managers attention many times.His answer was there is no thermostat inside this building and Corporate controls it.Corporate knows about the heating problem and nothing is being done..Please fix the problem.Its not safe environment to work out in.I don't get it.My work out buddies and I are really getting upset that we cannot get full work out in.We are considering go back to la fitness.Some of the equipment has been broken for over Month.Are they waiting for Summer reservation to fix it???
Its Sad that they allow this club to go down.

Source: Google

★ 5

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★ 5

I like the amount of equipment. The locker room is huge and well stocked. Staff is respectful.

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★ 5

Great staff
Clean

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★ 5

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★ 3

This Planet Fitness is pretty weak BUT I do need to commend one of the employees, Darren. My girlfriend became very dizzy during a workout which was very concerning to us both. In this day when so many young people are too busy looking at their screens, Darren responded from about 50 ft away in quick fashion. He offered assistance and helped me and her immensely! Thank you Darren! I appreciative you!

Source: Google

★ 5

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★ 5

Staff is always friendly and helpful .
Place is kept clean .

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★ 5

Very Clean gym. Well maintained. Staff at front desk is very helpful and welcoming.

I hadn’t been in the gym in 7.5 years prior to coming here. I’m glad this is the gym I chose to come back to.

Source: Google

★ 3

It's a "decent" gym. The bathrooms are falling apart and only 1 water fountain in the whole gym but other than that it gets the job done

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★ 5

I fill I have started very late. But now enjoying the club facilities.

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★ 5

Friendly staff and management. Always greeted by first name. Home away from home. Bravo! planet fitness

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★ 5

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★ 5

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★ 5

Very clean

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★ 5

I enjoy coming to Planet Fitness and interacting with the extremely friendly staff who are always helpful and fast to answer questions. I’ve frequently visited Planet Fitness for the past three months and have not once had a negative experience with a worker.

Source: Google

★ 5

Everyone is very friendly and staff is always cleaning

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★ 3

Not really impressed with this location it had a very outdated chair for massage. Don't really care for this location can't remember much else about it but I know the chair sucked.. That's right the water never got hot this location should be updated.. I was more impressed with the East orange planet fitness. Don't think I'll ever come back here again.

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★ 5

The crew here is the best!

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★ 5

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★ 5

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★ 5

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★ 5

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★ 5

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★ 5

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★ 5

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★ 5

The front desk is always friendly. You can never come in or out without them always acknowledging you. Give them a raise !

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★ 5

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★ 5

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★ 5

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★ 5

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★ 5

The staff at this location is always so friendly.

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★ 5

Very professional and friendly staff. Clean environment and equipment stays in great shape. Staff greets me with a smile every time I walk in. Come check it out if you need a home for fitness

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★ 5

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★ 5

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★ 5

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★ 5

Great parking, great staff, and great equipment. Everything was well kept and clean, and the gym was easy to get to in an area with great options for post gym shopping in the area.

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★ 5

Visiting with my black card
Largo, Florida PF
Love PF

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★ 4

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★ 5

Nice, clean and lots of equipment. Planet Fitness is definitely a good value.

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★ 5

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★ 4

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★ 1

Just signed up a few days ago, visited a few times with a guest, was treated very rudely by Sam today, because of a miscommunication between 2 employees giving me the wrong information. Instead of explaining it nicely, sam decided to get very rude and disrespectful with my guest and myself. There was no need for such behavior. I’d love to follow up with the gym owner or sams manager, because the way we were treated is absolutely unacceptable.

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★ 5

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★ 5

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★ 3

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★ 2

As a long time member I don't have much bad things to say about this place. Except the fact of people seating on machines on their phone,I don't have much time so that really sucks. And now again with teens free it's insanely crazy paying clients like myself shouldn't have to deal with this 4 5 kids around the machines talking or on the phone when we are waiting for them ridiculous. I would definitely go somewhere else if anything close by hope managers stay on top of the situation and change this some how. I get it what corporate is doing give free and with that may get people to sign up but you are hurting long time paying clients like myself that may look elsewhere.

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★ 5

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★ 4

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★ 5

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★ 5

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★ 5

Beautiful place great variety of machines to work with clean entertaining

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★ 5

Clean has the equipment I need

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★ 5

The Stuff is really kind ! Place is very clean !

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★ 5

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★ 5

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★ 5

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★ 5

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★ 1

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★ 5

I like to come here at night, always very clean and perfect service, the cleaner here is an amazing person, always helpful

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★ 5

I go to the planet fitness in Jackson at nights. I love the vibe it’s very clean, and the two handsome men behind the counter always treat me like family. I love planet fitness in Jackson.

Source: Google

★ 4

Very friendly staff

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★ 5

Place was clean and bright. Machines were all in good working condition.

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★ 5

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★ 5

Was on the phone with Marco and was incredibly respectful to me. Protect that man’s soul.

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★ 5

Great place, but please air out sometimes, the place smells like cleaning spray and it's not good for our lungs. Thanks I hope this review can bring something positive.

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★ 5

Excellent

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★ 5

The best!!!

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★ 1

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★ 5

Buen lugar para los ejercicio

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★ 5

Love the age range and fitness range of the clients! I never feel self conscious!!

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★ 5

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★ 5

Great facility! Staff is very friendly. Open 24/7. Brand new equipment and never have to wait to use anything! The hydro massage beds & massage chairs alone are worth the low monthly membership cost! Go check it out!

Source: Google

★ 5

Clean bathrooms plenty of supplies no need for anything or broken equipment

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★ 5

I have been coming to Planet Fitness Jackson for a few years now and its always been great but recently they updated almost all of their equipment and now its an amazing experience! Its also a great crowd, everyone is very pleasant and the staff here are very accommodating. The only thing I'd critique are the massage chairs. I've been to other Planet Fitness locations and the ones here are less updated. At other locations, I've seen full body massage chairs where you're literally wrapped up in the massage chair and it massages everywhere. The ones here pretty much only do your back, lower neck and legs. That's why I gave it a 9 and not a 10. Otherwise, I am very satisfied with the service at this location. Thank you!

Source: Google

★ 5

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★ 5

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★ 5

Muy buena acogida y sobre todo nuy amable el personal

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★ 5

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★ 5

Staff is great and very personable!

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★ 5

Es un buen lugar, encuentro personas muy amables y el lugar siempre está muy limpio y ordenado

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★ 5

I love it ❤️👌

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★ 5

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★ 5

Always welcoming
Always friendly
Always ready to help

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★ 5

Friendly staff, it’s always clean and the new equipment are user friendly.

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★ 5

Todo limpio exelente

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★ 4

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★ 5

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★ 5

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★ 5

Clean. A lot of new machines...great staff ..lots of cardio machines... anything that you need for a great workout.

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★ 3

Hablan eapañol?

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★ 5

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★ 5

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★ 5

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★ 5

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★ 4

Biggest problem is the dumbbells stop at 75 lbs and there are no racks for bench squat and deadlift. Must use smith machines. But it’s clean and very affordable

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★ 5

First time in this gym and is better than I expected I have the black card plan and I can go to any of their gyms worldwide so it’s great for me love it and they always keep it really clean , the staff is super friendly and in the Jackson NJ they got new machines that I love and don’t forget the massage chairs and the hidromassage too,is the best

Source: Google

★ 1

👎

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★ 3

Now that I been here a couple of times,
I am impressed how the upgraded the workout machine.

They still have the coin mall massage chairs, very outdated.

I used the shower there and the water was nothing but COLD.
No hooks to hang your towel.

Staff is always friendly.

Source: Google

★ 5

It’s never too packed for me and they just renovated the whole place! All new machines I love it there.

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★ 5

Lunk alarm never goes off and the staff is always very friendly. Always very clean and just a good Planet Fitness in general.

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★ 5

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★ 5

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★ 5

Clean, great stuff.

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★ 5

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★ 5

Clean, friendly, best gym in the area.

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★ 5

I love my planet fitness gym!!!If you want to join tell'em I send ya!! thanks!!

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★ 5

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★ 5

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★ 5

A very clean and well organized Planet Fitness with a welcoming staff and a wide variety of machines to choose from in each area

Source: Google

★ 1

I've been a member of this location for going on two years and have seen a decline in the facility especially the mens locker room.
There are three showers and usually only two work. It take a very long time to get hot water if at all. There are no towel hooks by the showers and one shower looks like black mold is starting to form. The same articles have been in unlocked lockers for weeks and even months. Apparently either the staff is too busy, afraid or too lazy to take a look at the room. I've alerted the staff many times and got nothing for my effort. I guess the saying you get what you pay for is true. I gave it one star because I couldn't post otherwise.

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★ 5

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★ 5

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★ 5

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★ 5

The staff are all great, very helpful.The gym is very clean, and the trainer is excellent!

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★ 5

Very clean. Friendly stafff

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★ 5

This really open 24/7?

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★ 3

It gets so hot in there. The air needs to be pumped up. Also, garbage in the ladies locker room is constantly overflowing, floors in stalls are covered in toilet paper, and weights are always missing...for hours.

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★ 4

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★ 5

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★ 5

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★ 5

One of the better locations. I would highly suggest visiting this place. I find myself coming back because they have great staff. The equipment is clean and let up.

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★ 5

Not too crowded (usually), management and staff are kind and helpful, things are pretty clean.

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★ 3

I’ve been going here for a while now. It’s cheap and easy. However, they really need to update/fix equipment. Building is not the best. I really hope they end up relocating soon and fixing some things. Great staff and convenient. Can’t beat the price.

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★ 5

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★ 5

I always have a good workout experience here… no judgement free zone

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★ 5

Friendly

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★ 5

Lov it

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★ 5

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★ 5

Excelent Gym,

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★ 5

Staff is friendly and the gym is clean

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★ 5

Such a great value. The staff is friendly, it's clean and the variety of equipment is exactly what I wanted. The extras for the black card membership made it a no-brainer to upgrade.

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★ 5

Clean..nice people Judgement free

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★ 3

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★ 4

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★ 5

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★ 5

I feel good

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★ 4

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★ 5

they keep it clean!

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★ 5

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★ 5

Recién lo están remodelando y poniendo máquinas para cardio nuevas , excelente 💯🇨🇷

Source: Google

★ 4

A little cramped and no fitness instructor

Source: Google