1.1K views
4 comments
stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
3.5

Super upset by the customer service this gym provided today. I have been going to planet fitness for over 3 years and occasionally I bring my 14 year old brother with me as a guest.

I've just recently started going to south lakeland gym and decided to bring my 16 year old sister as my guest instead of my brother this time. The staff member that helped me scan my key chain said that my sister couldn't be my guest without a photo id. I stated that she doesn't drive and I can provide a high school id with her picture but the member refused to accept that because it didn't have her age. She had the nastiest attitude and asked me if I had her birth certificate with me.

I immediately said that I did not because why would I have a birth certificate with me at 8pm while I am going to the gym, plus there isn't a photo attached to a birth certificate. I explained that my brother is 14 and signed up as my guest at the north lakeland gym and I didn't need to go through this hassle. She rudely stated that my sister couldn't go in. She then asked if there was any kind of social media that had my sisters birthday on it and I again said there was not because my brother and sister share their social media.

The staff member had the most unpleasant face in the world. She was argue-mental, rude and displeased that I was explaining that my sister is only 16 years old without a permit or drivers license. The staff member then turns to the side pointing at a posted sign stating that guest need a photo id to enter. I then explained that I can provide her high school id that shows her face and name stating that she was who she was but the member did not care nor wanted to help.

Truthfully I am so disgusted with planet fitness.

The worst experience I've ever had with them. I will not be recommending this gym and I will be contacting corporate as well as the Better Business Bureau.

Reason of review: Poor customer service.

Preferred solution: Let the company propose a solution.

Planet Fitness Pros: Equipment, Clean locker rooms, Space.

Planet Fitness Cons: Unfriendly people, Customer service, Unhelpful management.

Do You Have Something To Say ?
Write a review

Comments

chat-icon

Please avoid publishing any personal information and promotional content

You will be automatically registered on our site. Username and password will be sent to you via email.
Post Comment
Guest

Same issue for me when I tried to get my daughter in. Had no issue getting stepson and nephew in with their student ID but now they want birth certificate for my daughter???

Nope..

No where in the contract or when they took the other student IDs did they ask for a GD birth certificate... BS!!!

Guest

do you understand what insurance liability means? of course not.

you take this personally yet this world is full of people who will drop a lawsuit like a dime.

it's not you, it's just the way the world works. don't blame a company for trying to protect itself!

Guest

You said you bring your 14 year old brother? That's nice.

Technically you aren't allowed to do that, all guest under the black card must be 18yrs or older to workout unless accompanied by a parent or legal guardian, meaning their parent is a black card member and comes with them. Here at my location the ID isn't necessary, however, some form of documentation is necessary as they are minors, preferably a birth certificate but as long as it is a federal/ state document assuming legal status as a guardian or parent then that usually suffices. I can understand your frustration, however understand the reason they are driving away from the paper sign in, is primarily because it is quicker, easier, and overall safer to have guest check in through the computers. I wasn't there and I can't attest to the member rep being rude or not but I work in customer service and typically when another store bends the rules for a customer, and the customer goes to another location where rules are enforced, customers tend to get upset and that can make the situation much worse.

I would say give them another chance, the fact they let you in with your brother even though he is not your child and I'm assuming you are not his legal guardian, that in itself is nice and bending the rules for you.

This is all in the contract though about black card guest ages, as well as on the rules and policies sheet on the back of the trainer schedule. As for the ID it is not always needed but it depends on how the club manager chooses to enforce it, the club manager at the one I go to does not require it but goes ahead and adds guest into the system anyway.

Guest
reply icon Replying to comment of Guest-1312640

that's the best and kindest reply to this type of situatuon that I've ever read. SPOT ON!

Planet Fitness Reviews

  1. 1237 reviews
  2. 707 reviews
  3. 596 reviews
  4. 391 reviews
  5. 196 reviews
Planet Fitness reviews