Planet Fitness — Local services in Blythewood

Formal Complaint: Poor Customer Service at Planet Fitness

Date: September 18, 2024, between the hours of 1:30 p.m. - 4:00 p.m. Location: Planet Fitness - Clemson Road

I am writing to express my disappointment with the poor customer service I received during my recent visit to Planet Fitness. On September 18, 2024, I encountered an issue with the non-functional cooling system in the gym.

Upon arrival, the staff member (a black lady with two cornrow braids) approached me and inquired about the gym being hot. I shared my experience with the problem from the previous day (September 17, 2024), and she seemed concerned and pleasant.

However, when I later mentioned the ongoing issue (as she casually walked the floor) and inquired about the cooling system being fixed, her demeanor shifted. Her tone became dismissive and annoyed, giving the impression that I was inconveniencing her.

Specifically, she stated that she couldn't guarantee the system would be fixed by the next day, seemingly playing semantics with the term 'fixed.' When I politely addressed her tone, she abruptly ended our conversation and walked away.

Although I appreciated her message about the A/C being looked at on tomorrow, I was taken aback by this sudden change in attitude, especially since our initial interaction had been cordial.

Unfortunately, this experience is consistent with my previous interactions at Planet Fitness, where convenience is the sole reason I continue my membership.

Recommendation:

Prospective customers should exercise caution and consider alternative gyms like YMCA, MUV, or Planet Fitness (specifically West Columbia or Two Notch) which prioritize customer service.

Suggested Resolution:

Staff training on effective communication and customer service. Improved maintenance and prompt issue resolution.

I hope Planet Fitness takes my feedback seriously and addresses these...

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