Targeted and Disrespectful Treatment Despite Valid Membership

I am writing to formally express my disappointment and concern regarding the treatment I received at your Lakefield branch on 08 May 2025. As a loyal Planet Fitness member for over 10 years—with a spotless payment record and a history of referring several current members—I have always supported your gym and expected to be treated with courtesy and fairness. Last week thursday, I informed the club manager that my membership tag was temporarily inaccessible, as it is attached to my car keys, which I currently cannot access. I made it clear that the tag is neither lost nor damaged, and that I would have it back by the end of the week. I am also fully aware of your policy, which allows members to use their ID for up to three visits before requiring a replacement tag. This was my first instance, and I expected the policy to be app**** reasonably and consistently. However, when I arrived at the gym, the very first question asked was, “Where is your tag?” It felt as though staff had been instructed in advance to target me. The receptionist, Dean, informed me that the manager had told him not to allow me entry. I was publicly denied access and turned away in front of other gym patrons, which was both humiliating and unnecessary—especially considering my membership status and the prior communication. I felt treated like a person of interest or someone trying to abuse the system, when in fact I followed the rules and acted in good faith. I had driven over 10 km to get to the gym, only to be embarrassed and dismissed for an issue that could have been handled respectfully. To add to this, I was told I would need to pay for a replacement tag, even though mine is still valid and will be back in my possession shortly. This seems unreasonable and punitive.