OB
Odille B
1 reviews | Active since Jun 2024
27 Jun 2024, 11:05
Pathetic Customer Service. Avoid!!
Your customer service staff are so arrogant at the Brackenfell branch. Their service are pathetic. They play around at the front desk too much and pick who they want to be friendly to, to hell with the rest. A 17year old boy came with his friend today, using the buddy tag and he was refused to enter because he is "under age". At the same time they let from 10year olds exercise even though it states that under 12 cannot be on the gym floor. This is pathetic. I'm never renewing my contract. Time to search for a new gym! I strongly advise you to stay away from Planet Fitness, there are way better gyms out there. Everyone should know about their pathetic service!!
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Replies (2)
Planet Fitness's replyOfficial
27 Jun 2024, 14:56Hi Odille,
We apologize for the negative experience you had at our Brackenfell branch and are sorry to hear about the inconsistent service you observed. We value your membership and hope to restore your confidence in our services.
Thank you for bringing this to our attention.
We apologize for the negative experience you had at our Brackenfell branch and are sorry to hear about the inconsistent service you observed. We value your membership and hope to restore your confidence in our services.
Thank you for bringing this to our attention.
Planet Fitness's reply27 Jun 2024, 14:56
Official
Hi Odille,
We apologize for the negative experience you had at our Brackenfell branch and are sorry to hear about the inconsistent service you observed. We value your membership and hope to restore your confidence in our services.
Thank you for bringing this to our attention.
We apologize for the negative experience you had at our Brackenfell branch and are sorry to hear about the inconsistent service you observed. We value your membership and hope to restore your confidence in our services.
Thank you for bringing this to our attention.
OB
Odille B's updateReviewer Update
08 Jul 2024, 09:53A week ago I wrote a complaint about the Planet Fitness gym in Brackenfell. There was an incident last week where an 19 year old boy brought his 17year old buddy (turning 18 in December) on the buddy tag. The front desk receptionist refused the 17year old boy entrance as no under age are allowed without their parents' consent. Fair enough. However, she had no answer when she was asked why there are multiple children under 12 years of age, which the gym states that children under 12 are not allowed on the gym floor at all. She instead asked for the 17 year old's mother's contact details to "ask for consent" and came back saying "His mom is on her way to pick him up". Are your staff cognitively illiterate??
Today, the same thing happened, where they let an under 12 enter the gym. As said before, they choose who the rules are applicable to.
This leaves me with two questions. Does your staff discriminate against your club members? Or do you basically just have an atrocious management team and illiterate staff? If it's the latter, I would suggest training them adequately.
Today, the same thing happened, where they let an under 12 enter the gym. As said before, they choose who the rules are applicable to.
This leaves me with two questions. Does your staff discriminate against your club members? Or do you basically just have an atrocious management team and illiterate staff? If it's the latter, I would suggest training them adequately.
OB
Odille B's update08 Jul 2024, 09:53
Reviewer Update
A week ago I wrote a complaint about the Planet Fitness gym in Brackenfell. There was an incident last week where an 19 year old boy brought his 17year old buddy (turning 18 in December) on the buddy tag. The front desk receptionist refused the 17year old boy entrance as no under age are allowed without their parents' consent. Fair enough. However, she had no answer when she was asked why there are multiple children under 12 years of age, which the gym states that children under 12 are not allowed on the gym floor at all. She instead asked for the 17 year old's mother's contact details to "ask for consent" and came back saying "His mom is on her way to pick him up". Are your staff cognitively illiterate??
Today, the same thing happened, where they let an under 12 enter the gym. As said before, they choose who the rules are applicable to.
This leaves me with two questions. Does your staff discriminate against your club members? Or do you basically just have an atrocious management team and illiterate staff? If it's the latter, I would suggest training them adequately.
Today, the same thing happened, where they let an under 12 enter the gym. As said before, they choose who the rules are applicable to.
This leaves me with two questions. Does your staff discriminate against your club members? Or do you basically just have an atrocious management team and illiterate staff? If it's the latter, I would suggest training them adequately.