1 reviews | Active since Apr 2013
Feedback: Buddy Tag System Issues - Long-Term Member
Dear Planet Fitness Management,
I'm writing as a loyal, long-term member who has witnessed the positive transformation of your facility over recent years. The equipment upgrades and overall improvements have been excellent, and I genuinely appreciate the investment you've made in turning things around.
However, I need to raise serious concerns about the new digital buddy tag system, which has created more friction rather than reducing it. I've seen similar feedback raised by other members, so I hope this provides useful insight into the member experience.
THE ISSUE: The previous process had 3 steps and took under a minute. The new system requires 5 steps, forcing members to: • Download and maintain an app (with reported bugs) • Bring phones into the gym (which many intentionally avoid) • Bring both phone AND ID for buddy access • Navigate QR code scanning with noticeable delays • Wait for ID verification at the desk
UNINTENDED CONSEQUENCES: 1. Phone Dependency: Many members use gym time as a healthy break from screens. Forcing phone access contradicts wellness principles. 2. Security Concerns: If theft prevention is the goal, requiring phones in the gym is counterproductive—phones are the most commonly ****** items in gyms. I've personally returned several forgotten phones to reception. 3. Privacy Issues: More phones in the gym enables unauthorised filming in changing rooms and workout areas, potentially capturing non-consenting members in social media content. 4. Bottlenecks During Peak Hours: I'm fortunate to gym during quieter afternoon hours, so staff can reasonably check IDs thoroughly. However, during evening peak times with queues of members waiting to enter, I cannot imagine staff being able to properly verify IDs for every buddy while also processing main members efficiently. This raises the question: do these additional steps add any security value whatsoever, or are they simply creating delays and frustration without actually improving safety?
REQUEST: I'd appreciate if you could: • Review this feedback with the relevant team • Consider alternatives such as physical buddy tags with ID verification (no phone required) or a hybrid system that gives members options
I hope we can find a solution that truly improves the member experience rather than complicating it.
Thank you for considering this feedback.
Sincerely, Allan
Thank you for taking the time to share your detailed feedback and for being a loyal member of Planet Fitness. We sincerely appreciate your recognition of the improvements we’ve made to our facilities over the years. Regarding your concerns about the new digital buddy tag system, please know that the measures were introduced primarily for safety and security purposes, to ensure a secure environment for all members. That said, we fully understand the challenges and unintended consequences you’ve highlighted, including phone dependency, privacy concerns, and potential delays during peak hours. We have shared your feedback with the relevant team for review and will consider your suggestions, including the possibility of offering alternative or hybrid systems that provide flexibility while maintaining safety. Member experience is extremely important to us, and your insights help guide our ongoing improvements.
Thank you again for bringing this to our attention. We value your input and will keep members informed should any updates or changes be implemented.
Thank you,
The Planet Fitness Team.
Thank you for taking the time to share your detailed feedback and for being a loyal member of Planet Fitness. We sincerely appreciate your recognition of the improvements we’ve made to our facilities over the years. Regarding your concerns about the new digital buddy tag system, please know that the measures were introduced primarily for safety and security purposes, to ensure a secure environment for all members. That said, we fully understand the challenges and unintended consequences you’ve highlighted, including phone dependency, privacy concerns, and potential delays during peak hours. We have shared your feedback with the relevant team for review and will consider your suggestions, including the possibility of offering alternative or hybrid systems that provide flexibility while maintaining safety. Member experience is extremely important to us, and your insights help guide our ongoing improvements.
Thank you again for bringing this to our attention. We value your input and will keep members informed should any updates or changes be implemented.
Thank you,
The Planet Fitness Team.