Planet Fitness

I am writing to express my deep concern and frustration regarding the unacceptable behavior exhibited by an employee of Planet Fitness, located on Miramar Parkway, FL, and the subsequent cancellation of my gym membership. The series of events that have transpired, including harassment, threats, and unjust actions taken against me, demand immediate attention and resolution.

On 3 separate occasions, I was subjected to unjustified threats and intimidation by Kat Ebanks, a member of your staff, it first started with my gym bag which is 12”x7”x1” with cord handles. On a Saturday morning workout, my small knapsack was hanging from the handle of the treadmill I was using at a 10 incline and a speed over 3.3”, while wearing my headphones at a high volume listening to music while watching the tv. Ms. Ebanks with no warning got on the treadmill next to me, grabbed my bag and slammed it on the panel portion of my treadmill, alarming me, if I was not hold onto the treadmill I would have lost my balance. I was so frightened we ended up in an argument, I asked her why did need to touch my property, and I can admit after being startled I can admit I called her a derogatory name, as she invaded my personal space with no warning. It was so startling, I could not continue the workout. The incident was traumatic and I didn’t even understand what was the issue. I left the gym, and the following week I contacted the manager Rosa P, to explain the altercation and to ask that Ms. Ebanks have no contact with me. A few weeks later, on another Saturday morning workout, after seeing her several times after the first incident, she again approached me about my bag. She told me I needed to put my bag in a locker, I explained to her I need the bag with me at all times due to having my medication and reading glasses in my bag, she promptly told me she would be calling the police if I did not put my bag in the locker. She went to the front desk to call the police and I went to the desk, asked not to call the police, and told her I would go home and change my bag to a fanny pack, which I did and returned. I resumed my workout on the treadmill with my fanny pack hanging from the handle of the treadmill, she again came to me, took by bag and slammed on the panel, again threatening to call the police. It was totally lost on me (because it was not properly explained) that it was not the size of the bag that was the problem, but where the bag was placed. Once I understood, I kept the fanny pack in front of the panel on the treadmill.

The confrontations with Ms. Ebanks gave me so much anxiety each day I went to the gym anticipating I might see her. Eventually I only saw her on Monday mornings. After seeing her several Monday mornings, on Feb 26th, between 5:10 to 5:15am, I entered the gym, she was at the 2nd register (furthest from the door), I had my headphones in music at full blast (to calm my anxiety with her), I scanned my phone at the first scanner, it lit up green and I proceeded to the gym, she waved at me indicating that it needed to be scanned again while she walked to the first register, I scanned my phone at the 2nd scanner, again it lit up green. She then said I need to wait, because she is cancelling my membership due to being disrespectful. I asked her, what have I done, she again said I am disrespectful and will be cancelling my membership, she said I could work out for the day for the last time. I entered the gym, told to 3 other members goodbye (one is my coworker who I recommended to the gym), as I was no longer a member as Ms. Ebanks seems upset because I did not say good morning to her (that was my conclusion). While leaving the gym, I told another gym friend who was on her way in that I wouldn’t be seeing her anymore (a casual conversation, at no time from I entered the gym, were voices raised) and Ms. Ebanks proceeded to shout from the register goodbye, please leave. I left the gym in tears, I had to call family members for consolation.

I am 55 yrs. old with 4 children and have always had a gym membership with no issues. Due to the pandemic I cancelled my LA Fitness membership (located on Pines Blvd). After the pandemic, Planet Fitness opened, which was the closest gym to my residence, so I chose them. Prior to LA Fitness, I was with Snap Fitness until it closed down (on Miramar Parkway).

Despite promptly rectifying the situation and complying with Ms. Ebanks request, I have been met with hostility and threats of involving law enforcement over a trivial matter. Following this incident, I expected a resolution and a return to a respectful and professional environment within the gym. Unfortunately, the harassment did not cease there.

This unjustified and arbitrary decision to cancel my membership on the grounds of a perceived lack of courtesy is not only unfounded but also represents a gross abuse of power and authority. It is deeply troubling that a member of your staff would resort to such punitive measures without justification or due process, and it reflects poorly on the professionalism and integrity of Planet Fitness.

I am also appalled by the lack of accountability and transparency in this matter. Despite my attempts to address the original issue with the manager, weeks later the same employee tried to involve law enforcement.

As a paying member of your gym, I have the right to expect a safe, respectful, and harassment-free environment in which to pursue my fitness goals. The actions taken against me by Ms. Ebanks, as well as the failure of the gym's management to address and rectify these issues, have not only violated my rights but also eroded my trust and confidence in Planet Fitness.

I demand immediate corrective action to address these grievances. This includes refunding all fees paid to date for my gym membership without delay, conducting a thorough investigation into the conduct of Ms. Ebanks, and implementing appropriate disciplinary measures to prevent similar incidents from occurring in the future. I cannot request my membership be reinstated as I am no longer comfortable being around this employee, I can no longer subject myself to her harassment. I am also concerned that she has access to my personal information.

On a side note, there are/were other gym members with bags in the same position as mine, on days that she worked, of which she chose not to correct. At one point I was taking pictures of same, but decided to let it go, just to have a peaceful life, since it seemed to me that I had finally complied to her orders, and then 2/26/24 arrived.

Furthermore, I intend to escalate this matter to the Better Business Bureau and other relevant authorities if a satisfactory resolution is not reached promptly. I expect Planet Fitness to take this complaint seriously and to demonstrate a commitment to upholding the highest standards of professionalism, integrity, and customer service.

Thank you for your attention to this matter. I am expecting a response in 5 business days, and I trust that you will take swift and decisive action to address these concerns and restore my confidence in Planet Fitness as a reputable and trustworthy establishment.

I remain optimist that this matter can been investigated and resolved. Failure to address and rectify this issue can and may result in further litigation action.

Sincerely,

Antoinette Whittingham

[protected]@progressive.com

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