Planet Fitness — Local services in Saint Albans City

I have been a member at your gym on and off for four years, Your gym has always been my second home and a safe place for me to go and relieve emotions and stress in a healthy way. I have documented through pictures and videos my progress through the gym for years therefore I have plenty of pictures and videos and what I wear to your facility over the past years. My attire has never changed, My attitude towards stuff has never been disrespectful and I have never had an issue prior yesterday with your staff member KP. From the moment we walked into the door it was one issue after another. Again being a member for years I have brought guest plenty of times, it has never been a process like it was yesterday. I brought a guess that has already been with me so we went to check in on the paperwork as we normally do and KP instantly and disrespectfully told us we weren’t doing it right, and when we told him that this is how we have always been doing it he proceeded to say that this is not how planet fitness does it and the staff is not properly trained. We do what’s asked of us we download the apps and check in accordingly, we finish our work out and we go to head out the door when KP stops us again. He makes a comment on how long I’ve been a member and then continues to go on about how I cannot have a gym bag on the floor Because the members aren’t watching where they are going( I’ve always done this as well as tons of other members) after making the comment that I have been doing this for a while and that I should not have to worry about other g uest who are not watching where they are walking, my bag is always by my side out of way. Done it was no longer about my gym bag on the floor it was about planet fitness and their dress code and making people feel comfortable, KP made a suggestion that my clothing was making people feel uncomfortable and inappropriate. So as we look around I point out to him how half of the females in the facility and half of the males are wearing cut off‘s or a short booty shorts as I am in high waisted leggings and a long sleeve crop top with an inch of my rib showing which I will enclose in this email. then it was no longer about my clothing when I made that point and he accused me of being disrespectful and rude to the staff. I have never met KP before this day, I am in your gym between 3 to 5 days a week, if you check with your other staff members there have never been issues. I have been in and out of that gym easily with no problems and no complaints from your staff for years until yesterday With KP. I am not the only one that encountered his rudeness and talking in the locker rooms there was another female that had issues with him upon trying to check in. I had a guest with me who is not a member, he was highly unsatisfied with the customer service that was given, and how I was treated as a paying member. I have plenty of people I know that use your facility every single week that can speak on my behavior and my person as well as your staff. I see three female staff of yours regularly and as I stated above there has never been an issue. Now we laughed, mind you with half of my life strip for me by a man I do not know, very upset I called and asked for the information for the owner to be able to make a formal complaint, I was hung up on immediately on the first call. The second call we were smart and we recorded, he was very demeaning and disrespectful and again hung up on us and told us that he can’t give us that information and plenty of other members are able to find it and that we can too. I would think when something is going wrong in your establishment you wouldn’t want your employees to give out contact information to get in touch with you to resolve issues before they get to this point. Your staff member KP was beyond rude and disrespectful and canceled my membership immediately. My request is to speak to someone else or the owner of the establishment to get this resolved or I will be taking further actions. Delete and I’ll...

To whom it may concern,

This letter is being written due to an asinine policy that your company holds. For over a year my fiance has been trying to get you to cancel her membership and stop charging our card $21 a month. That is over $240 that we have been charged for a service/membership that has not been used. This is due to having to go into the “gym” as you call it in order to cancel the membership. However, the fact that she has not been there for over a year would indicate that she does not have the time to go there. I was just informed that another option one year later is to write a letter explaining why. Well if that is what is wanted here it is. Why we want this membership cancelled is first and foremost because we do. There need be no other explanation. This policy is obviously your companies method of coercing people via shame and inconvenience to continue to pay you even with no use of anything. Granted if I was running a “gym” that is the butt of jokes by virtually anyone referring to a gym. The fact that your establishment consists of unsanitary, dirty and limited resources should be cause enough for anyone to not want their membership. If anything you should pay people to even enter your building due to the assault on their sense of smell as one enters your locations. The fact that you are requiring people whom go to your establishment; in the hopes of attending a gym that does not make them self conscience; to cancel their membership to have to do it in person or at the least type up and mail an explanation so to give your employees a chance to fat shame them into keeping it is shameful. Your company in my eyes at this point is nothing more than a scam. It’s not a gym so much as a racketeering operation. This isn’t even mentioning the fact that the short period that she did use your facility she continued to gain weight but since not using your facility she has drastically lost weight adds to the lack of purpose of your existence. So to summarize; we do not and have not wanted this membership almost since its inception. However, you start with a contracted period. So we awaited for that time to pass since it was an agreement signed. However, the last year or so should never have been charged and the membership would have been cancelled if like a legitimate business you made it possible for someone to cancel their membership on demand. I would hope to prevent negative reviews and any other further action that I may take via social media, challenging charges via the bank and reporting your policies as corrupt so to at least impact you via taking up time and energy to equate to the $240+ that you ripped us off of; that you may offer some sort of refund. The membership I am referring to is the one listed under....................................... I expect for this months charge to be refunded for sure and I would hope to receive some sort of resolution concerning the other charges that should not have occurred. Have yourselves a grand day.

To add to address the response. I dropped the signed letter off in person, where at that point I was told it had to be certified. To be clear the contract for 6 months was over 1 year ago. So you confess that you make it nearly an act of congress to cancel. Tell me what percentage of you revenue comes from making it so hard to cancel? 10, 20, 30 or...

Maighan (St Albans PF manager/5154) approached me with a concern about my membership. To give a bit of back story, my family and I were stationed here back in 2017, and I was assured by a PF employee at the Burlington branch that I wouldn't have any trouble transferring over to the St. Albans branch. Unfortunately, I found out that my account was not properly transferred, that it was only annotated to allow entry, and had not been corrected to allow for proper membership for years. Maighan was the first individual to approach me about this concern and she did so professionally. Moreover, she was attentive and understanding of my concerns. She also took the time to provide a solution to this long-standing predicament. As a prior Air Force SSgt, I have a bad habit of holding my standards a bit too high, however, Maighan exceeded them. It's not an easy task to give potentially upsetting news to an individual, however her outstanding professionalism and attention to detail was impressive and I do believe that she is definitely someone to...