Planet Fitness

I wish to file a complaint regarding an employee at the Planet Fitness location on 12 Sussex Ave, East Orange, NJ 07018. This morning, after my workout, I approached the counter to inquire about using the massage chair.

The attendant working at the counter around 9:30 AM, who typically is there in the mornings between 7-10 AM, wasn't wearing a name tag and didn't provide her name when I asked. For reference, if you need to review security footage, I was in a black Nike tracksuit with headphones over my head during the interaction at 9:35 at the time of the request.

Before I could complete my sentence, she pointed to a screen, without acknowledging me or looking my way, and said, “You need to sign in to use any of those machines.” Being my first time attempting to use it, I was confused by her blunt response. I politely asked her to allow me to finish my sentence, yet she repeatedly interrupted me, emphasizing the need to sign up. I had to request that she refrain from cutting me off as it felt disrespectful, to which she replied that I needed to calm down. I assured her that I was calm and mentioned that if she felt threatened, she should call the police. I hadn't raised my voice; I was merely seeking respectful interaction.

Regrettably, this wasn't my sole negative experience with her. I've tried seeking information on multiple occasions, and since I frequent the gym in the mornings, I often encounter her, the sole attendant at that hour. I can't discern if her demeanor towards me is personal or if she treats other patrons similarly. Either way, such behavior is concerning. It's puzzling to witness such aversion from an employee towards gym attendees. I'm not seeking extraordinary service, just basic courtesy.

I've never interacted with her outside this facility, so I'm baffled by her impatience in our exchanges. She often seems short-tempered, giving the impression that communicating with her is burdensome. Such conduct is wholly unacceptable, and I sincerely hope it doesn't reflect the general standards at this location. I've been a loyal member of PF gyms for nearly a decade, and this has been my most disheartening experience. If not for the convenience of this location, I'd consider transferring to another.

For the betterment of the gym's atmosphere, I implore you to offer basic customer service training to your staff. Being dismissive and rude shouldn't be the norm.

Thank you for taking the time to consider this feedback. It's my hope that all members can feel they are in an environment where questions are welcomed and interactions are consistently positive.