Planet Fitness — Local services in East Pennsboro Township

I am writing to formally raise a concern regarding an incident at the Enola club on 08/13 involving Club Manager Harvey.

I arrived as the guest of a Black Card member who was already working out. I was informed that I could not enter unless my guest returned to the front desk to scan me in. While I understand that Planet Fitness policy requires the Black Card member to personally check in their guest, the published policy does not specify that a member who is already actively in the club must interrupt their workout to do so.

During the interaction, the GM pointed to his name tag, stated he was the club manager, and asserted that he “knows the policies.” His condescending tone immediately escalated the situation and did not reflect the empathy and professionalism Planet Fitness promotes. It became evident that the GM does not know how to deescalate situations or handle them calmly and professionally.

I made multiple efforts to resolve the situation responsibly. I offered to provide my friend’s first and last name so her membership could be verified and even suggested that the GM observe me working out alongside her. I also pointed out that another employee had previously allowed guest access without requiring the Black Card member to check in at the desk. The GM’s response was, “Unfortunately, I follow policy.” Despite this acknowledgment, he refused to accommodate a reasonable solution and escalated unnecessarily.

At one point, I said aloud to my friend that the GM was “annoying.” Immediately after, the GM asked if I wanted to get kicked out. I then clarified that I was speaking to my friend, not him. The comment was audible only to my friend and did not disrupt other members. Despite this clarification, he ultimately expelled me for the day, citing disruption of the gym environment. This response was clearly disproportionate given the context and my consistent efforts to comply.

After I was asked to leave, I suggested that he contact the regional manager, Brandi, to clarify the situation. The GM laughed and said, “Okay, she’s the one who promoted me to this position.” This dismissive response was unprofessional and highlighted a lack of accountability, further demonstrating that the situation could have been managed respectfully and calmly.

This incident reflects a failure to enforce policy consistently, deescalate appropriately, and uphold the judgment-free, welcoming environment Planet Fitness promotes.

I respectfully request the following actions:

A review of the GM’s conduct and communication approach in guest interactions, with emphasis on empathy, professionalism, and correct policy enforcement. A review and revision of the guest policy to clearly state expectations for Black Card members and their guests, particularly when the member is already checked in and actively using the club, to prevent unnecessary confusion or escalation.

The published guest policy states: “When you arrive at the club, check-in with your PF Black Card® Member using your check-in code.”

While I understand this requirement, it does not mandate that a member already inside the club leave their workout to scan a guest. Professional, respectful, and empathetic communication could have resolved this situation without conflict — this standard was not demonstrated.

I hope corporate addresses this matter promptly so that future guests and members can experience the judgment-free, welcoming environment Planet Fitness promises.

Thank you for your time...

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