Planet Fitness review: Management needs to be talked too and trained about hidden fees and how to talk to customers

Subject: Urgent Concerns Regarding Membership Experience

Dear [Manager ‘Dawn Drew

Feb 2 2024,

I hope this message finds you in good health. I am writing to share my recent experiences as a member at Planet Fitness, and I feel compelled to express my deep concerns.

Upon joining the gym, I was initially informed that the monthly membership fee would be $24, plus tax. However, a week later, when I inquired about my payment schedule, I was surprised to learn about an additional payment of $60 scheduled for March 1st, along with an annual fee on March 17th. Unfortunately, the annual fee had not been communicated to me during the initial sign-up, causing a considerable shock as I had budgeted for the $24 monthly cost.

When I sought clarification regarding the unexpected charges, I was informed that the information was in my contract. While I acknowledge the importance of reviewing contracts, it is common for individuals to rely on verbal communication when joining a new gym. Clear and upfront communication about all associated expenses would have been greatly appreciated.

To my dismay, our conversation took an unexpected turn when I was told, "I am GETTING tired of your pushback and complaining." This statement left me feeling insulted, especially since our interactions had been minimal, and I was merely seeking clarification on the unexpected charges. Professionalism and respect in customer interactions are fundamental, and I believe that all members should be treated with courtesy when expressing concerns.

Furthermore, during a subsequent visit to the gym, I encountered issues with the tanning bed. I had a distressing experience where the machine failed to turn on, leaving me in an uncomfortable situation. When I raised this concern, the front desk employee failed to address the issue adequately. Subsequently, I was humiliated in front of other customers when the manager questioned the legitimacy of my concerns and essentially accused me of dishonesty.

It's important to note that the gym was recommended to me by my doctor as part of coping with the loss of my child and managing depression. Unfortunately, instead of finding solace and support, I have encountered unnecessary stressors and upfront hidden costs that were not communicated transparently.

As a member of the community with a business of my own, I am genuinely taken aback by the treatment I have received. I joined the gym with the hope of finding a supportive environment, yet I have been met with insensitivity and disrespect. The lack of assistance in understanding the equipment and facilities only added to my disappointment.

I implore you to address these concerns promptly and rectify the situation. If this matter is not resolved satisfactorily, I am afraid I will have to reconsider my membership. Additionally, I am hesitant about recommending the gym to others, given my experience.

I believe in the potential for improvement and hope that you will take swift and decisive action to ensure that Planet Fitness remains a positive and welcoming space for all members.

Thank you for your attention to this matter.

Sincerely,

Gail Monaghan

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