ComplaintsforPlanet Fitness - Richland

• Initial Complaint

  06/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I want to cancel my membership but have been getting the run around from this business, told they cannot access my information. I was told that I have to cancel in person when I attempted to do so they told me I needed to transfer my membership. The employee who told me to do this told me that I should be able to do this from the application, but when she tried to do it herself she was not able to do it either. I feel like I am being scammed and toyed with so that they can continue to debit money from my account by not acknowledging my request to cancel the membership.

  Business response

  06/21/2023

  Upon reviewing the check in History of this membership, it looks like he was checking into another facility. Not his home club. The cancellation agreement states to cancel at your home club facility on or before the 10th of the month via in person or through certified mail if unable to come in. When the member was requesting to cancel at another facility, they should have reiterated this as Planet Fitness upholds the same procedures whether it be a Corporate or **************** Furthermore, it seems the staff at the other location requested him to transfer his membership to their club in order to cancel the member at the new "home club" once the transfer was complete. This also prolongs the process to cancel and makes it more difficult. We understand the frustration this has caused our member and we have no authority on what happens in other clubs. Because of this, we have cancelled the members account immediately and processed a refund for this month. Manager tried to contact the member to update on the situation and left a voicemail to contact back. 

• Initial Complaint

  08/03/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Business says I owe over $70 for service I did not receive.since they closed due to covid,I have not been back.over a year.i wanted to rejoin but was refused because of my balance

  Business response

  08/08/2022

  Due to the pandemic, Planet Fitness froze all member dues for the duration of our closures. Once gyms were granted permission to safely open, PF sent out mass emails to our members explaining that payments would resume on November 17th, 2021. Planet Fitness has been understanding in the hardships that many have faced and continued to face that we were more than willing to work with members with overdue balances and waive the majority of fees as well as waive buyout fees if they applied. We are willing to waive the balance for this member should he wish to obtain a new membership. 

• Initial Complaint

  06/27/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On June 23rd 2022 two employees of Planet Fitness Richland were bad mouthing customers who were entering the gym . They acted like they were on their phones but were not standing immediately behind the counter where they should be but side by side to the rear . As I entered they said 0h look at her , her pants are too tight , she is fat she looks so ugly ! They proceeded to giggle quietly as they continued making these remarks like it was a game of those entering thinking it could not be heard across the room . I felt insulted and was astonished as I had been a ********** member prior to Covid for some time and had never seen this type of lack of professionalism . When I complained of the incident to Armani the Manager who said she told her Regional Manager , at first she said that the cameras could not pick up conversation , but she would review the cameras . I informed her I was a PhD and a business owner , and did charitable legal work both here and in Yakima and work for a hospital system as well as counseled . And that any kind of remarks of a putting down kind could greatly have affected persons towards suicide in todays post Covid world so it should not be tolerated . Also that I was thankful to be stable enough to withstand such inappropriate remarks . However as a member it was Gay Pride month and I didnt want any of my gay friends to be hurt by such distasteful comments . I also reminded her that Planet Fitness prides itself on being a Judgement free Zone so employees like that should not be tolerated in a customer friendly business like the gym . She said she would speak to her Regional Manager ***** and then get back to me . She did not give me her email to forward my complaint too. Instead she gave me the wrong email to the Regional Manager . She contacted me after a short time said she saw the girls on their phones which was against company policy . But didnt hear what I had stated . I reminded her the cameras didnt pick up sound .

  Business response

  07/21/2022

  When reviewing the cameras of the incident described, the two girls were behind the front desk but not directly behind the kiosk. Since Covid, we have implemented a self check out  system to reduce the chances of members/team members contracting COVID. This has been a new policy implemented across the brand. Although the team members were behind the desk where they should be to greet members, they were looking down at their phones leaned up against the back counter the whole time. This is against PF policy. However, we did not see them look up show or any mannerisms that support the allegations stated. As seen by the camera views, they were not paying attention to the members and giving a slight "hello" as the members scanned themselves in. We do not have verbal proof other than hearsay and feel that termination of the employees using only hearsay would be unjust. The team members were indeed reprimanded for not being interactive with the members upon walking through the doors and checking in as they were too invested looking down at their phones to perform simple tasks. As for the e-mail, the manager provided the correct email, however it was missing a ".". A simple mistake on either end. After a positive discussion with the member and hearing her out, the member still felt like it was best to just cancel the membership but decided to re-join a week later.

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