I am a member of 40 Boston Post Rd, Ste 20, Waterford, CT “ Planet Fitness ” for over 5 years. I want to let corporate know of the bad customer service experiences I have been encountering with the above mentioned Planet Fitness location.
On Monday, February 11 around 6 P.M., after my workout, I went to the parking lot, to find out that my car has been broken into. The driver side window was smashed and the door frame was heavily damaged. I was shocked and went back to the building. A manager told me:“It happens frequently! ” and He called the police. I was so surprised by his comment, If the occurrence is really so frequent, why Planet Fitness doesn’t post a sign so the customers are aware of this terrifying incident, like park a car close to a building or don’t leave anything valuable in the car etc.
I asked the manager to stay with me until the police arrived. He said that he can’t leave the front desk. There was three staff at front desk. Another client of Planet Fitness felt bad for me. He helped me tape garbage bags to cover the broken window since it was raining hard that night. I was then able to drive over the Gold Star Bridge to get home safely.
All that week I had to drive a rental car to work.insurance covered only the glass window and I have to pay for everything else. It was terrifying experience and I got such bad image from unvalued customer experience from Planet fitness.
I tried to talk to a manager about my thoughts but his responds was “We are not responsible for the parking lot light post, camera, snow plow.
I am very disappointed with the whole experience; and how unsupportive, not sympathetic and dismissed all of my concerns the manager of the gym was. I am seriously thinking of cancelling my membership or moving to another location.
This is not the only infraction I have experienced with the gym overall. Example:
1. Numerous times the gym equipments are dirty.
2. Broken signs on machines stay for several weeks.
3.4-5 ceil light have been out for a month.
4. Lockers are always filthy.
5. One of female desk a worker call OR respond to a client “HONEY” or “SWEETY”!!! Do you provide any training to your staff to be professional and the customer service?
6. Not enough lights in the parking lot. (Please contact an owner looking for solution.)
7. Lastly, the cameras must be installed at parking lot. (Please contact an owner looking for solution.)
I am looking forward to hear your response; Hoping that you will address the issues in a professional manner and to the satisfaction of all the customers.
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