Planet Fitness Complaint

Planet Fitness Complaint

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Unresolved customer complaint


Actual corresondence: From: Info [mailto:info@pfhq.com]

Sent: Wednesday, September 24, 2014 2:55 PM
To: DRSubject: RE: *Cancel Membership* Attention: Kelly Member complaint # 3157 DR
DR
Your membership was cancelled on 9/16/2014.

We are sorry to hear you need to cancel your membership at this time. We hope you had a great experience at Planet Fitness . If you have any feedback for us, we would appreciate hearing it. Thank you for your business with us. We hope to see you back in the future! Below are instructions regarding membership cancellation:

You may cancel according to our policy: Per the agreement, in order to cancel a membership, one must either go to the club in person to fill out a cancellation form, or send a letter (preferably via certified mail) to the club, requesting cancellation. Please note: Memberships cannot be cancelled via fax, phone, or email.

The processing of this cancellation request is subject to any agreement obligations. For more information, please refer to the membership agreement or call your home location. If your membership has a 12 month commitment and you wish to cancel at any time before the commitment is met, you can pay a $58 buyout fee to do so. If you wish to cancel after the 12 months has been met, the buyout fee would not apply. The membership does continue monthly after the commitment is met, until you cancel the membership.

If you are sending a letter, please call the club to verify that your membership can be cancelled at this time.

Please be sure your cancellation request (and payments if owed) are received on or before the 10th of the month, if you do not wish to be billed in the same month on the 17th.

Kelli
Member Relations
_____________________________________

World Headquarters | Home of the Judgement Free Zone®
26 Fox Run Road, Newington, NH 03801
www.planetfitness.com

From: DR

Sent: Monday, September 22, 2014 10:12 AM
To: 'info@planetfitness.com'
Cc: Info
Subject: *Cancel Membership* Attention: Kelly Member complaint # 3157 Danica Reid
Importance: High

Good Morning,

Please cancel my membership effective immediately, since it was planet fitness’ decision to cease my membership and I did try to rectify the situation, I should not be charged any cancellation fees. I decided to return to a previous fitness facility.

Please confirm receipt of my cancellation as the payment was drafted last week for the month of September and do not expect my payment to be drafted for the month of October.

Also, my husband Kenneth Reid will be joining me in Arizona on 10/1 and he will be canceling his membership as of 9/30. Please provide information as to how he will need to get this done as he will not be responsible for cancellation fees if applicable as well.

Thanks in advance!

From: Info [mailto:info@pfhq.com]

Sent: Friday, September 19, 2014 2:01 PM
To: DR Subject: RE: Attention: Kelly Member complaint # 3157

DR
I have forwarded your email along to the ownership group of that location and asked that they take a look into the matter.

Kelli
Member Relations
_____________________________________

World Headquarters | Home of the Judgement Free Zone®
26 Fox Run Road, Newington, NH 03801
www.planetfitness.com

From:DR

Sent: Friday, September 19, 2014 10:05 AM
To: 'info@planetfitness.com'
Subject: FW: Attention: Kelly Member complaint # 3157 DRImportance: High

Hello,

I just wanted to follow-up on this message to verify it was received.

Thanks,

From: DRSent: Tuesday, September 16, 2014 2:23 PM
To: 'inso@planetfitness.com'
Cc: 'info@planetfitness.com'
Subject: Attention: Kelly Member complaint # 3157 DR Importance: High

Good Afternoon,

I attend your gym during my lunch hour with 4 coworkers that I referred. 1 month ago upon entering your club with my headphones on one of your employees observed me ending a phone call with my husband that currently lives in Chicago, IL(also a member Kenneth Reid) and loudly (while other members observed causing embarrassment) asked that I finish my call in the lobby. I told her thank you as I was no longer on the phone and proceeded to the locker room to get dressed.

This afternoon to my surprise, one of your managers followed me upstairs while I was approaching the cardio area with my headphones on and said “ma’am all cell phone calls need to be made in the lobby.” I advised her thank you as well. The woman that I later found out was a manager abruptly approached me in front of the other members causing attention, same as before. It dawned on me after working out that she may have thought she observed that I was on a call. After my workout, I approached the woman and asked her why she approached me, she advised that she heard me on my cell phone. I said I am aware of the rules and at this point I feel like I am being watched and harassed. I advised the way she approached me was embarrassing. I advised that I come to the gym to work out not to be harassed and that I will have no choice but to make management aware of the unprofessionalism if it continues. I then asked her for the corporate number and she advise there was not one and at this time she will be discontinuing my membership while again members observed.

I advised her that if she needs to discuss something an issue with me she can step aside where members are not observing the conversation and that it is very unprofessional to handle business in this manner she said repeated again, I am discontinuing your membership.

I told her then advised her that I have never been treated in this manner anywhere and that I was going to bring the way this situation was addressed to someone’s attention. I asked for the managers number she said she was the manager, I asked for her managers she is not able to give out their name or information. I asked her for the corporate number and she advised there was not a corporate number, I would have to reach out to the owner of planet fitness.

Upon returning to work I was able to obtain the corporate number on the website and reached out immediately. Until today I have had nothing but a positive experience at your gym. In my opinion the employees at this particular location are young and inexperienced in customer service, however for the most part the good has outweighed the bad. Since joining mid-July, I have referred a total of 5 people that actively go to your gym(Kenneth Reid, Lisa Siniscalchi, Teri Chestnut, Carie Summers, and Roxanne Ochoa who ironically joined today) I would appreciate it if this matter is handled appropriately. As the manager and Kelly stated I am aware that a membership can be cancelled at any time and for any reason however if a member is exiled for expressing their concerns of mistreatment then it’s definitely not a gym that I want to belong to. Kelly was able to review my membership and advised that it was not cancelled at this time. I am not sure if this has changed since our conversation.

I would like to enjoy my workouts during my lunch in peace without being bothered and continue membership at your gym.

FYI, I have also observed various employees texting, dancing, engaging in very loud personal conversations and eating lunch at the front counter(while assisting members) on multiple occasions, during multiple shifts and observed countless members on their actual cellphone(phone to ear). This internal issue definitely needs to be brought to someone’s attention as well as Im sure it is not the company policy.

Thanks in advance!


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