Planet Fitness

Today is my 3rd day @ the Planet Fitness located at the Mayfair Plaza & I will agree with the many reviews I have read regarding rude/unprofessional employees! On or about 10 p.m. [protected]), I decided to try the hydro massage bed before I walked out the door. I went to the counter and asked RICH/RICHARD (who has red hair) for assistance. Without even looking towards my way he rudely said, "just press the blue button." I laid on the bed & began messing w/the flat screen that was blue but nothing. My sister had returned to the counter to get a token for the massage chair for my daughter whom was present as well. She asked RICH for a token & he ignored her so she asked BREE for help & informed her he is too rude. I asked my sister to go back to ask for assistance w/the hydro massage bed. I saw an employee by the name of JON and asked if he can help me. He, TOO, was looking at the screen & told me he had to reset it. It was evident JON wasn't too sure of what to do. Jon then returns with RICH who asks me how long was I laying there. I said I didn't know. He asked me if I pressed the blue button on the wall. I said no because I wasn't made aware the blue button was on the wall so I was looking for it on the blue screen instead. RICH then says, "WELL IF YOU WERE LISTENING THEN YOU WOULD HAVE HEARD ME SAY THE BLUE BUTTON IS ON THE WALL." At that moment, I sat up from the hydro massage bed & told him he NEVER said it was on the wall & this is my FIRST time so what he should have done is walked me through it. RICH continued to say again, "if I was listening." That was when I asked him, "Is this how you talk to people? Because it is truly unnecessary & I am DONE w/you." He said "whatever" & walked away. I went to the counter & asked for his manager's name and contact information. He grabbed the manager's business card & threw it on the counter. At that moment, I asked my sister to write everyone's name. As she is writing their names, she notices them giggling as if what occurred was funny. I called the number on the card which turned out to be the Mayfair location's number in which Rich (who referred himself as Richard) answered the call. I hung up & searched for the Planet Fitness number for Red Lion RD. I spoke to a very nice employee by the name of Rachel who instructed I call the General Manager Joe that is listed on the card tomorrow morning. She was polite & advised that I also email the Corporate Office as she noted how upset I was. Needless to say, I have been searching on line for this corporate email address/corporate number as there isn't anything listed when one logs into the Planet Fitness account. This information should be listed on the website and the business cards. The General Manager's business card should at least have the manager's email address for the customers. I have NEVER experienced such rudeness in my life! On the Planet Fitness website it states, "Call or stop by your home club location and speak with a staff member at the front desk, they will be more than happy to assist you. Our goal is to deliver exceptional customer service to our members at all times." This is false for the Mayfair Plaza location! The only person I would exclude from this (which sadly she was not present today) is an employee by the name of CALEB. When I first joined, Caleb gave us a tour, she answered any & all questions & I could go to her w/anything & she was NEVER rude! She knows what "great customer service skills are!" I applaud her attentiveness to the customers. She represented the Mayfair location so well that I joined, my husband joined w/his own membership, my sister joined & a girlfriend is due to join. The fact that there aren't any night managers to ENSURE quality service is horrible. This experience was so avoidable on RICH'S part had he just reset the machine & politely showed me the correct location to what should have been pressed so that I am aware for the next time. The disrespect, impoliteness and unpleasantness that was displayed today should NEVER be tolerated by any place of business. Planet Fitness should truly take these reviews seriously because too many people are saying the same thing which clearly shows there is an issue on hand which will have the company lose customers as opposed to gaining customers. If anyone has the contact number or email address to the "Corporate Office" please post it so that I can make them aware. I just hope when I call JOSEPH PIETRAFITTA tomorrow morning, he is available for one and two, a pleasant conversation can be held (unlike the night staff assigned who are no assistance to the customers. Again, EXCLUDING CALEB!)