Planet Fitness Of Rochester
Unjustifiable charges - Gym Membership - black card memebe

To whom it may concern,

I have been a member with you guys since june. I came up to the end of my contract and did NOT plan on renewing it. It was never explained to me upon going through the contract that It was a year minimum contract and would automatically renew by May 25th of this year if I didn't physically come into one of the pf locations to cancel. Because of that I was under the assumption that my contract would end and so would the charges.

A few days ago, I seen a charge of $39.99 on my bank account and seen it was an annual fee from pf. I called because I wanted to cancel and get a refund of the $39.99 - why would I pay an annual fee for a year I'm not going to work out there? - I spoke with the contact who answered the phone - in which I did not get his name, and he told me they would not give me a refund, and I needed to come in to cancel.

I then spoke to the manager Natalie - Now I do Customer Service related things on a daily basis - and how she got a job as a manager that needs to deal face to face with the public, is beyond me. She was rude, unempathetic, snobby and talked back to me. After I told her I would dispute the charges, she actually had the audacity to rebuttle me with - "well its your bank account and you've already paid it, right? It's gone, you won't be able to get a refund." WHAT! If anyone in my professional environment talked to a PAYING customer like that - especially one with tenure - they would be without a job. She needs some serious training. When I asked for her boss she said his name was Mike - but didn't have a phone number for him, and gave me this general email address that i doubt will get to him.

I DO NOT want to renew my contract, I will be in to cancel it, and I expect to speak face to face with Mike.

I also want to make it known that they call these Planet Fitness "judgment free zones" THEY ARE THE FARTHEST FROM THAT I HAVE EVER SEEN IN A GYM. It takes more than a phrase painted on the wall to make it judgement free - and you should start with a staff that is customer service orientated - and trained, because I have ran into nothing but snobby, stuck up, ditsy teenage kids everytime I have ever walked through the door.

You guys have a long ways to go before your #1 in the gym market, or judgement free and have lost a customer here.

If there is no response to make this right, I will be in touch again, until this issue is resolved.

Company: Planet Fitness Of Rochester
Country: USA

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