Planet Fitness

To whom it may Concern,

Hi,
My Name is Patrick, just moved to the West coast from the East coast a year ago where I started My membership with Planet as regular and now I'm a PF Black card Member.

I'll try to make it quick, yesterday 04/01/2019 around 11:20 pm after working out I went to the front desk with my friend, to request the Bed Massage, the Associate (I don't know his Name) who help me was a Short White guy, he usually work out around the same time I come, I always come after 9 pm. I was surprise to see him there and he told me: Yes he works there and he is off the clock (that was after his workout) but was helping the front desk since there was customer waiting for the check in and others.I'll give him a name of Mr Boy 1 for now.
Mr Boy 1 told us that one bed is going to be available in 8 mn and the other one in 4mn, I told him there's no one on the 8mn waiting time bed, he did reset the time so we can used that one since we needed two while waiting for the second bed.
But unfortunately that bed was not being used for the error message we saw when came close to use it:"WATER LEVEL LOW". We went to Mr Boy to let him know about it, he then asked the others guy working in the front desk Mr Boy 2, about the error message. I Believe he confirm that the bed cannot be used when the water level is Low. M Boy 1 then ask us to wait for the second Bed to be available and then we can alternate instead, which we agreed to do, in the meantime I used the Massage Chair while waiting for my friend's time on the Bed to be Over.

When it was my turn to used the Bed as always I went to the front and Mr Boy 2, reset the time so I can used the bed, but out of no where there was a customer waiting for the same bed, I told him I was the next to use the Bed, he went to the front to let Mr Boy 2 know about it. I got yelled I because I did the right thing, coming to the Gym to workout, i don't really have any time for fight, insult and humiliation. Here are the words I heard: "DID YOU CHECK IN WITH ME?" I tried to explain what happened, but he didn't listen he was just trying to show me who is the boss, and at some point he assumed that I didn't check in at the front desk that I asked people doing the cleaning instead, this was very diminishing my person and insulting my intelligence. Then because he is raising his voice and I'm keep telling him what happened he told me " IF YOU KEEP SPEAKING TO ME LIKE THAT I'LL TURN OFF THE BED", that's when I told him you can do whatever you want I'm a customer and I deserve better than that, second I told him many people work in the front desk so it's not my job as a customer to tell all the front desk workers who is doing what or who's going to be the next on the Massage Bed.
We had this back and forth in front of other customer what a disgrace? He wasn't listening and was just trying to prove the point, this last at least 3 to 5 mn.

As he wasn't enough after the massage I went to the front again this time to Ajai to ask for the Club Manager info or Business card, as Ajai was showing me the Card and explaining some thing on the card, Mr Boy 2 who was helping customers to check in at that time yeld at me in front of others customers as I was leaving the Club MY NAME IS ALEX, you better give my name to, since I know you are going to complain about me.
I didn't respond and left quietly.

In the car my friend told me after the back and forth he went to request coin for the chair and he was talking about it to other customer and as soon as he saw him he switched in Spanish not knowing that he understand Spanish.
I had a bad customer service and experience ever there and I'm doing a customer facing Job and this was wrong and very bad for the business.
I hope you will look into this matter, I come there every two days and would like to have a Club where I feel not discriminated or disrespected since that what I always do with all my customers.
For more Proof you can check the cameras and you will understand what I'm talking about, I know you guys are working very hard for a better PF club, don't let one or two worker kill the momentum, you should be hiring seriously people who knows how to address issues without crossing the lines as I experienced yesterday, and who really love what they do, I don't think Alex is fit for this Job and should be working as a Security officer somewhere where he can fight since I feel like its part of his character.
Sorry for the long email but thanks for reading all the way.

Thanks for reading this long message, if you need any additional information I'm available open for talk.