Mixed Messages, Rude Management – I Cancelled My Membership
I recently cancelled my Black Card membership at Planet Fitness Vernon, BC, after a series of frustrating and disrespectful interactions about the red light therapy machine. I chose the Black Card specifically so I could use the red light therapy and massage machines 2–3 times per week. Last week, a manager told me I was “not allowed” to use the red light machine twice because it could be harmful. Later, after she spoke with her superior, she admitted this restriction actually applies only to tanning and not to the red light therapy. She apologized, and I appreciated that correction. However, on a later visit, a different manager, Kusampreet, again tried to enforce the same restriction on the red light machine. When I calmly explained that this had already been clarified by management, she refused to listen, told me she didn’t like my facial expressions, and called me rude. I left feeling talked down to and embarrassed in front of other members. To make sure I wasn’t misunderstanding, I went to the official Planet Fitness Canada site and the Vernon club page. They clearly mention frequency limits for tanning, but I could not find any written policy limiting how often a Black Card member can use the red light / Total Body Enhancement booth. That lines up with what the first manager’s superior had already confirmed. I go to the gym to improve my health and leave feeling better, not to argue with staff or have my character questioned. After being given conflicting information, then being treated as if I was the problem for asking for consistency, I no longer felt welcome or comfortable at this location. This review is simply my experience, but I hope management takes it seriously. Clear, consistent policies and respectful communication would go a long way toward actually delivering the “Judgment Free” environment they advertise.
