Hi, I’m a Planet Fitness member and I’m writing because I’ve been experiencing repeated harassment and ongoing issues at the Santa Clarita location regarding my trained service dog.
Multiple staff members have demanded “paperwork” or documentation and have repeatedly created unnecessary conflict, even though the ADA does not require service animal paperwork. This has become a pattern, not a one-time misunderstanding.
I come to Planet Fitness to work out and take care of myself peacefully, but instead, I’ve been placed in uncomfortable situations where I feel questioned, watched, and treated differently simply because I have my service dog with me.
In addition, staff have hovered nearby, repeatedly checking on me or watching for my dog instead of allowing me privacy and space like any other member. That kind of behavior makes the environment feel even more hostile and stressful.
The atmosphere has started to feel discriminatory and unwelcoming, and it is exhausting to have to deal with different staff members repeatedly enforcing incorrect rules or escalating situations that should never be an issue in the first place.
I am requesting that this location be retrained immediately on proper ADA service animal guidelines so that members with disabilities are not put through this.
At this point, I will not be returning to this location for a while because I deserve to work out in peace, and my service dog and I should not have to deal with constant confrontation just to exist in the gym like everyone else.
Very disappointing experience.
Ricardo Luna
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November 18, 2025
Planet Fitness in Santa Clarita is my home gym, and overall, I really like it. The facility is clean, well-maintained, and most of the staff provide great customer service. I do have two concerns I hope can be addressed.
First, I often visit late at night, and during those times I’ve noticed that some staff members tend to mingle with friends or other customers. I don’t mind staff having friendly interactions, but it becomes an issue when I go to the front desk and can’t get assistance or equipment because they’re busy talking or not visible. It would be helpful if staff could remain available to members who need help, especially during late hours.
Second, my credit card already saved in the system declines every month for reasons I don’t understand. I’ve accumulated late fees because of it. My card is legitimate, has funds, and works everywhere else without issues. When I ask staff for help resolving this, they either don’t know how or say there’s no way to fix it. I’ve asked for a support number to contact, but no one seems to know what I can do, so the issue continues every month.
Members keep the gym open, and it would be great if these concerns could be addressed. Other than these issues, Planet Fitness is a great gym, and I truly enjoy being a member.
Ben Jones
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November 06, 2025
This is the nicest planet fitness I've been to in terms of cleanliness and friendliness of staff and people working out. But god the tvs are everywhere, even in the spa area. It's too much. I'm trying to focus and I can't look anywhere without a tv in my face. Tone it down please at the very least in the spa area where I'm trying to relax after my workout
Jazmin
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February 05, 2026
Young man at 2am 2/5/26 is very rude. it was hard to get his help. I had to use the phone to call. It didn’t seem like he saw me, but there was a moment where I looked at him, and I even waved and he still didn’t notice. Then he comes over and instead of telling me what room I would be in he just leaves me hanging as he chitchat with passing members that are making fun of me because they don’t understand the extent of the disrespect, and he just goes on with the conversation instead of telling me the room that I was in, then doesn’t believe me and discredit it that the booze was stating that it was tanning and I cannot do tanning instead of believing me he goes on to argue and even laugh at the fact that I said I can’t joke around with that. I’ve had cancer before. Doesn’t listen when you’re talking and then takes offense because of that he assumes that you don’t listen to him.
chris m
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January 14, 2026
Dangerous Safety Negligence – Avoid this Location
I have been a cardiac nurse for over 25 years, so I know a safety hazard when I see one. Tonight, a treadmill (2nd row, 6th from left) began making a loud grinding sound indicative of motor failure. I immediately stopped the machine and reported it to the front desk employee, Jesus.
Instead of inspecting the machine or tagging it "Out of Order," Jesus refused to leave the desk, refused to call a manager, and dismissed my concern by claiming the machine "wasn't broken"—without ever looking at it. I watched in horror as he allowed another member to step onto that same malfunctioning treadmill minutes later.
This location is knowingly gambling with member safety. They are ignoring mechanical warnings and violating their own safety standards. I am canceling my membership immediately. Do not trust this gym with your safety.
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19150 Soledad Canyon Rd, Santa Clarita, CA 91351, USA
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Hi, I’m a Planet Fitness member and I’m writing because I’ve been experiencing repeated harassment and ongoing issues at the Santa Clarita location regarding my trained service dog. Multiple staff members have demanded “paperwork” or documentation and have repeatedly created unnecessary conflict, even though the ADA does not require service animal paperwork. This has become a pattern, not a one-time misunderstanding. I come to Planet Fitness to work out and take care of myself peacefully, but instead, I’ve been placed in uncomfortable situations where I feel questioned, watched, and treated differently simply because I have my service dog with me. In addition, staff have hovered nearby, repeatedly checking on me or watching for my dog instead of allowing me privacy and space like any other member. That kind of behavior makes the environment feel even more hostile and stressful. The atmosphere has started to feel discriminatory and unwelcoming, and it is exhausting to have to deal with different staff members repeatedly enforcing incorrect rules or escalating situations that should never be an issue in the first place. I am requesting that this location be retrained immediately on proper ADA service animal guidelines so that members with disabilities are not put through this. At this point, I will not be returning to this location for a while because I deserve to work out in peace, and my service dog and I should not have to deal with constant confrontation just to exist in the gym like everyone else. Very disappointing experience.
Planet Fitness in Santa Clarita is my home gym, and overall, I really like it. The facility is clean, well-maintained, and most of the staff provide great customer service. I do have two concerns I hope can be addressed. First, I often visit late at night, and during those times I’ve noticed that some staff members tend to mingle with friends or other customers. I don’t mind staff having friendly interactions, but it becomes an issue when I go to the front desk and can’t get assistance or equipment because they’re busy talking or not visible. It would be helpful if staff could remain available to members who need help, especially during late hours. Second, my credit card already saved in the system declines every month for reasons I don’t understand. I’ve accumulated late fees because of it. My card is legitimate, has funds, and works everywhere else without issues. When I ask staff for help resolving this, they either don’t know how or say there’s no way to fix it. I’ve asked for a support number to contact, but no one seems to know what I can do, so the issue continues every month. Members keep the gym open, and it would be great if these concerns could be addressed. Other than these issues, Planet Fitness is a great gym, and I truly enjoy being a member.
This is the nicest planet fitness I've been to in terms of cleanliness and friendliness of staff and people working out. But god the tvs are everywhere, even in the spa area. It's too much. I'm trying to focus and I can't look anywhere without a tv in my face. Tone it down please at the very least in the spa area where I'm trying to relax after my workout
Young man at 2am 2/5/26 is very rude. it was hard to get his help. I had to use the phone to call. It didn’t seem like he saw me, but there was a moment where I looked at him, and I even waved and he still didn’t notice. Then he comes over and instead of telling me what room I would be in he just leaves me hanging as he chitchat with passing members that are making fun of me because they don’t understand the extent of the disrespect, and he just goes on with the conversation instead of telling me the room that I was in, then doesn’t believe me and discredit it that the booze was stating that it was tanning and I cannot do tanning instead of believing me he goes on to argue and even laugh at the fact that I said I can’t joke around with that. I’ve had cancer before. Doesn’t listen when you’re talking and then takes offense because of that he assumes that you don’t listen to him.
Dangerous Safety Negligence – Avoid this Location I have been a cardiac nurse for over 25 years, so I know a safety hazard when I see one. Tonight, a treadmill (2nd row, 6th from left) began making a loud grinding sound indicative of motor failure. I immediately stopped the machine and reported it to the front desk employee, Jesus. Instead of inspecting the machine or tagging it "Out of Order," Jesus refused to leave the desk, refused to call a manager, and dismissed my concern by claiming the machine "wasn't broken"—without ever looking at it. I watched in horror as he allowed another member to step onto that same malfunctioning treadmill minutes later. This location is knowingly gambling with member safety. They are ignoring mechanical warnings and violating their own safety standards. I am canceling my membership immediately. Do not trust this gym with your safety.