Horrible General Manager

To Whom It May Concern,

I am writing to formally lodge a complaint regarding the unacceptable treatment my husband and I received from the General Manager at Planet Fitness Brackenfell on 12 May 2026.

On the day in question, my husband attempted to buddy-tag me into the gym using the Planet Fitness app, as permitted under his membership benefits. Unfortunately, the app was not functioning correctly, and the password would not work despite multiple attempts.

My husband politely approached the staff for assistance and asked whether they could manually sign me in as his buddy due to the technical issue. The General Manager immediately responded in a rude and dismissive manner, stating that they could not assist because “no one has experienced the app not working before.”

We were both shocked by the response and tone. I then asked my husband to show her directly that the password was not working. After seeing the issue herself, the manager responded in a condescending and arrogant manner, suggesting it was “probably his Wi-Fi connection” and stating that this would be “the last time” she would allow me to be signed in because they supposedly no longer assist members in this way.

The entire interaction was highly unprofessional and embarrassing. Thankfully, one of her staff members stepped in and helped calm the situation, as it was clear to everyone nearby how disrespectfully and arrogantly the manager was speaking to us.

It is extremely disappointing to receive such poor customer service, especially considering that premium membership fees are being paid. Members should be treated with respect and professionalism, particularly when dealing with a technical issue that was clearly beyond our control.

I was seriously considering joining Planet Fitness myself, however after this experience, I would never consider spending my money at a gym where customers are treated in such a disrespectful and degrading manner by management.

I trust that this complaint will be taken seriously and that appropriate action will be taken to address the conduct and customer service standards of the General Manager involved.

Yours faithfully, Lauren