ComplaintsforPlanet Fitness

• Initial Complaint

  09/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  August 22nd I was approached by a planet fitness trainer, ****, and manager, *******, I was told by **** that because I was training that my membership would be terminated/canceled. I was working out with and helping 2 other friends who also have a membership. I asked him if there was a policy written that I have either signed off on or if there was anything posted in the facility stating the policy he said I was in violation of, he did not want to answer me and he would not and did not provide it. Nor is there any posting of the policy. I later spoke with the regional manager of planet fitness and explained the whole situation and he told me that as long as I'm working out as well that there shouldn't be an issue. Later that evening I received an email from ******************************* (Bri) telling me that my membership was canceled. I called her number and tried to talk to her and asked for the policy and asked why was I being targeted, when I have witnessed many others training at not just the ************ location but many others. She went on to tell me that non of that mattered and that what happened that day was the only thing that mattered. I tried to ask again for any type of documentation or posting of the policy, she began to speak over me and cut me off. I then asked her to allow me to talk, when she then said the conversation was not being productive and hung up on me. There have been other issues, that *** and **** have caused since this day of not allowing me to come in as a guest and canceling my membership again when I went to a different location. I feel as though they have an issue with me and handled everything in a very unprofessional manner. They not only breached my contract but others and they pick and choose who they want to enforce a non existen policy on, mainly me. There again isn't a posting of the policy and I have a copy of the membership policies that states nothing about training or working out with fellow members.

  Business response

  09/11/2023

  I appreciate you guys reaching out however this member was refunded and have proof of refund, also he was asked several times to not personal train in our clubs. We've pesented him with a copy of the Planet fitness policy on personal training. He was asked several times on several occasions and was actually asked by the police to leave location due to his verbal outburts in the club. 

  Customer response

  09/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  

  I was not asked several times to not personal train. I was asked in the middle of a workout, if i was training someone and I told him no, not to mention that I, along with others members and even staff members, have witnessed other people training including ****, your "trainer" training the manager, *******, and others while off the clock, but the others that are training are of Caucasian decent or young women, so I don't know if it's because I am a male or of a minority but this supposed policy is not being equally enforced. Also I did not receive any documentation on the policy of personal training, and there is nothing posted at any of the clubs. I  was not asked by any police officer to leave the premises. Please provide the proof where I, myself, *******************, was asked to leave by a police officer with a ticket number, citation number or any type of affidavit, or a statement from the officer that asked me to leave. Please show proof of me actually having a verbal outburst, because I also did not get into a verbal outburst with anyone, the other member that I was working out with had a verbal outburst with **** but even she wasn't asked to leave and again there was not a police officer ******** The lies and accusations are very insulting and unfair and again the "policy" is only being enforced towards me, a black male, at the Midwest city location, although there have been several occasions again where I, as well as staff and club members have witnessed **** training off the clock, training the manager, along with others training but again the "policy" is not being equally enforced at the Midwest city club or at any other club. I had been a member since 2017-2018 and never had any issues, at any of the clubs until **** and ******* came along.

  Sincerely,
  
  *******************

  Customer response

  09/12/2023

  Furthermore with this altercation or outburst that they are lying or claiming to say I had, I would like proof and I would like to know what is there procedural guidance, because, when I tried to talk to the district manager, *******************************, she, first raised her voice and would not let me speak and kept speaking over me and hung up on me. That is not acceptable and would like to know what is being done about that.

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