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1.4 955 Reviews

Planet Fitness Complaints Summary

108 Resolved
833 Unresolved
Our verdict: With Planet Fitness's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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Planet Fitness reviews & complaints 955

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Newest Planet Fitness reviews & complaints

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J
11:37 pm EDT

Planet Fitness canceling plans

Terrible gym... oversold... when i got the plan in deember the gym was ok... but since april its IMPOSSIBLE the workout the... no equipment its even uncomfortable to walk inside. Smells bad, and toilets are dirty. I try to cancel tha plan with the managet Jazmin... as im not using the gym since aprial and she still trying to charge ne 58 dollars... she says that i since a commitment for 12 months... yes i totally agree i since a commitment of 12 months to a gym ehen starts... not to the Jungle whats look right now...
Ridiculos and not common sense as i paid for more than 3 months without use this terrible place...
Dont recommends even for my worst enemy...

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S
7:37 pm EDT

Planet Fitness customer service

I am a member at the Lancaster Ohio club and I was in there and the assistant manager Seth was being very inappropriate and talking about gay sex with another guy. That is really inappropriate for a manager to talk like that. I may just go to a different club or just cancel my membership. I have never in my life had to lessen to something like that before. I hope something can be done about it or I won't be back.

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P
3:44 pm EDT

Planet Fitness management/ illegal cancellation /fraud/

My daughter's membership was FRAUDULENTLY cancelled in May 2019 by someone working at planet fitness Belleville. You need a driver's licence and must be present to cancel membership which we neither did. My daughter showed up to use gym (which she loved until now) and she was shocked to see membership cancelled!We never cancelled it, We contacted Michelle Hall who is manager who has given us nothing but a hard time been extremely rude, bullying my daughter and avoided us at all cost. WE CONTACTED THE POLICE, they are investigated someone illegally forged my wife signature. They have tv footage of the person who illegally cancelled the membership but this MICHELLE HALL refused to give it to us, so we contacted the police who have the tape now and is reviving it now. We think someone is trying to hurt or stock my daughter, I take this very seriously and contacting a lawyer to see what my rights are. CONSIDER THIS EMAIL LEGAL NOTIFICATON.

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C
10:41 am EDT

Planet Fitness cancelling my contract

I signed a contract for 24 months @R300 per month..(2 years ago).
I've been charge R350 each month so far which is not the agreement in the contract.
My contract is ending end of July, now I'm being told that I have to give a month's notice because the contract is on "auto renewal" and I have to pay another month's fee. My contract clearly stated 24 MONTHS and not more!
Unbelievable! Scamming at its best!

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A
3:57 pm EDT

Planet Fitness unethical, unprofessional behavior by a manager

I've had a membership for many years with no complaints. After a recent major surgery, I was finally cleared to go back to the gym. I had given the staff at the front desk my new debit card last month as my previous debit card had expired. At that time (a month ago) I was assured by Trey, an assistant manager, that it would be updated. Nothing to worry about.
I went in to the Eubank branch (my main location) 2 days ago and a man named BRADLEY, was at the front desk. The other asst. manager, Trey, was present and was assisting other customers. We, my son and I, went over to Bradley, and I handed him my Planet Fitness Black Card and I said "hi". He asked for my phone number, and I obliged. He said, very loudly, in front of my son and in front of the other patrons, "For the past 3 months, your payments haven't gone through." He proceeded to turn his screen around and point out the rejected payments. I replied, keeping my voice down, "I thought I'd straightened out that issue last month. I gave my new debit card to a manager and he was very helpful."
Bradley replied, "What manager, me? I'm the manager." I said, "I don't remember his name, I only know he said he was some type of manager."

Bradley raised his voice, saying "Look, maam I'm just trying to help you and if you're going to be like this, I am not going to help you."

I was appalled at his rush to talk down to me, to raise his voice at a customer, much less when I was absolutely not raising my voice or at all confrontational to him...and to do this in front of other patrons, who were now staring.

Taken aback, and not wanting to give him the scene he apparently wanted, I picked up my keys, said "Oh my god, you are really rude." and I began to lead my son out. I'd turned without another word, and he called after me, "no, YOU'RE really rude, maam!"

I was so upset. I composed myself in my car and called in to ask for his name so that I could contact Bradley's boss and alert his superiors about the treatment Bradley is greeting paying customers with.
Trey, the previous, friendly assistant manager, answered. He is amazing! This young man should be the manager, not Bradley. Trey's customer service skills were stellar. Trey listened to my feelings, offered me a free month AND apologized on Bradley's behalf. Bradley did NOT ask to speak to me to apologize. I asked to speak to him as I wanted him to know that it is not ok to treat people this way.

I proceeded to speak to Bradley and tried telling him that as a manager, I felt he should have said a simple statement, "Let me check into the notes, we'll figure out what's going on." and he would have seen that I'd indeed left my new card, and that Trey had already taken care of the issue. But rather he immediately insulted me, was immediately aggressive with me and continued to shout at me even after I had started to leave.
Bradley continued to cut me off, not letting me speak and I asked him to treat me like a person, and I couldn't believe he would treat customers this way.

He eventually acknowledged that he "should have" checked the notes to see that I'd spoken to Trey previously and that would have avoided all of this. He appeared very insincere and just interested in moving on with his day. Trey, meanwhile, couldn't do enough to try and retain my business, show empathy, de-escalate the situation and explain that the issue was fixed... All of the things a MANAGER should do. Bradley should absolutely not be allowed to work with patrons of this business until he undergoes some serious customer service training.
I was not even irate. I was simply explaining that I'd given my new, updated debit card last month and he immediately jumped down my throat, again, in front of my son and other patrons. Unbelievable! I'm still not sure if I should cancel, letting one rotten apple spoil what has been literally years of satisfying patronage.

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L
1:38 am EDT

Planet Fitness employees

I was at the gym today after not being there for 2 months. I have a workout regimen that your resident trainer structured for me. I was working hard and breathing hard because there were 12 sets of 12 i had to do. All of the staff surrounded me and told me that I had to leave because I was breathing hard. Apparently, although I had to breathe to get oxygen, they said it was sexually suggestive and I had to leave. I had not been there for 2 months because I had been working hard for my business, so I am not as strong as I was. How could your people tell me I have to leave because I am breathing hard? I have had 3 open heart surgeries and I have to breathe! This is the worst policy of any business. They literally told me to leave. Ridiculous.

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J
2:28 pm EDT

Planet Fitness I am complaining about the fact that I have a black membership card

I am complaining about the fact that I have a black membership card and the fact if I go to another gym and I have misplaced my car going to gym has to be called in order to get my card ID number. Why can't we just use our drivers licenses or identification card that we are recognized as members. I am not going to pay if I replacement card just so that this won't happen again

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M
1:35 am EDT

Planet Fitness gym culture - educating members

First of all I love the staff, they are great. They all deserve their own PF! I'm not a complainer but I think my issue is the contrast between LA Fitness and PF. I go to both. To me LA Fitness attracts more fitness people with gym ethics. I don't go to PF as often and I ALWAYS seem to forget (because I don't hold grudges) that people there tend to hoard the equipment. There have been several times where people are sitting on machines taking up time scrolling/texting on their phones. Or someone chooses to take over a smith machine with their $10 membership for an entire hour, doing their Instagram regimen while others have to wait to get in. The normal code is to let someone else in on the machine while the other person rests. I think PF should charge an additional renter's fee for people who feel like they want to exclusively own equipment and cannot share as they are demonstrating an entire series of Youtube videos...

Perhaps you can institute some ethics signage in your gyms. Something that reads when the gym is crowded please be courteous and limit your time to 5/10 mins per session to allow others the opportunity to use the equipment too. Thank you.

OR, charge the customer a renter's fee who decides they want to own the equipment for themselves.

Thank you

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D
1:18 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Planet Fitness why am I not able to get a membership?

I was a member for 10 years of my planet fitness before I became an employee I left on good terms never had an issue and there was employees Fired who can I have a membership ? Why was I told I can't have a membership because I was and employee :-( I lost 270 lbs by working out and it's the only 24 hour gym in my area ! I just want to come workout and go home nothing more I have check ins from ex employees who got fired for theft and taking customers phone numbers from computers I have called several time in the last two years and was told I can't have a membership do to ex employee, I have contacted PF several times in the last two years with no real answers !

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A
5:50 pm EDT

Planet Fitness summer teenage deal

I think it's commendable that you are offering teenagers the free deal until September. However, I frequent three local gyms in my area daily and what the teenagers are doing is appalling . They arrive in clusters clutching to their dear cellphone eyes glued on the phone go to machine and sit and do no exercise other than their fingers on the keypad. I have even approached some and said if you're not using the machine I'd like to use it and I said open I'm using it. This is an absolute travesty. Your members are dedicated and paid for a service they expect to get not watch teenagers flirt with each other and play with their phone. Complaining locally will do no good because an edict Hass to come from the top to all of the locations to monitor this behavior and have it stopped. Otherwise paying members will go elsewhere to exercise. Thank you for your attention on this matter.

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L
12:12 pm EDT

Planet Fitness staff/customer service/cancellation

I have never experienced a so-called corporate entity so rude and unhelpful. My mother went to her home location and cancelled her membership and was given proof of cancellation. The membership expired on the 16th of the month, but she was still charged for the membership on the 17th. I called the home location as well as corporate who were both extremely rude and unprofessional. I am so disgusted by the way that I was treated as well as the way that my Mother is being treated when she specifically went to the home location to cancel.

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C
C
Carol Almazan
, US
Jul 04, 2019 10:34 am EDT

That is so outrages I canceled 6/29 and was charged the cancellation fee the following day. They told me if I had canceled 4 days earlier I would not have been charged a bunch of BS.

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A
2:10 pm EDT

Planet Fitness tanning bed #3 rarely works

I joined in December, and ended my tanning bed membership at Suntan City because I was given the opportunity at Planet Fitness to use their tanning beds. Suntan City provides the beds for the gym.

On several occasions I have complained, my sister has complained and the girl at the desk today said several others have complained about bed #3 because the fan will not work.

I realize these are older beds, but I shouldn't have to fiddle with knobs for 4 minutes (yep I timed it) and still couldn't get the fan on. This bed also has a knob on the cover towards the back that you have to mess with. Usually you don' t turn the bed on and mess with the fan knob until your already undressed; and ready to lay down. You then realized at that time the fan doesn't work, so you have to get "redressed" and go to front desk to inform them or just suffer.

The Manager, ( I think his name is Josh) has been told by me and my sister several times and he seems to think its not a big deal, he goes over to it and fiddles with the knobs and sometimes it will work. Instead, he should contact SUNTAN CITY and have them come out and fix this problem.

There no reason why this bed cannot be replaced with another bed that has just the knob inside the tanning bed where you turn right or left, (on or off ) like bed 2 has.

I am requesting a Supervisor or owner of facility get involved with this. Apparently they are not being informed of the problem. Its blown offf. I am asking for help in getting this matter solved. This is a safety issue that could be life threatening if someone gets overheated because of their neglect by Planet Fitness not getting fan fixed or replaced. Maybe it will take that they get sued before something is done because they refused to get this problem fixed.

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P
9:40 am EDT

Planet Fitness wrongful termination cody mcdow discrimination

Jasper al planet fitness location
Sent to Joshua Gass via email no response

Let me understand this.
So you was watching cody mcdow all day on camera on his cell phone. You called last night and told (will) the manager that allowed cody and hannah to be on their phones.
If camera are reviewed you will find cody and hannah side by side on camera on their phones. You will find manager will allowing employees on their phones.
To terminate cody and escort him out like a criminal..
So if a lawyer reviews the camera and sees cody and hannah side by side on their cell phones and you only fired the Male. That's wrongful termination based on sex and discrimination. Then he reviews and see the manager will allowing these employees on their phone which he will then that's a hell of a law suit dont you think so too Joshua gass?
I would like a call back or a higher manager to speak with before I go any further. This corporation is based on none discrimination.
Seems you kept the pretty blonde girl and discriminated against the cute male.. not to mention the manager allowed them to be on their phones. Bigger question why was you watching him all night? Or was you watching the female around him? Why wasnt both employees fired? Why was manager allowing them on their phones? Why has manager not been properly trained to enforce rules to employees?
Email [protected]@yahoo.com
Priscilla Simmons
[protected]

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S
5:58 pm EDT

Planet Fitness kent washington

I'm a black card member, I pay fees and have traveled nationally to various pf gyms. I am disgusted at the disregard and lack of standing behind the vision of pf, allowing people to wear anything, breasts falling out tank tops, conversations all over including while on machines and overall lack of courtesy. The purpose of this gym is diversity and judgment free, it's becoming a hangout...may as well go to golds gym... Staff hangout, "trainer" walks around like it's a chore to be there, never smiles. (Shes new). The only rockstar team member is the black girl with the braids, shes beautiful in and out.

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L
9:00 am EDT

Planet Fitness employee

This employee continues to come into my stall after I get to the shower, each and every time. The last time I spoke about it I asked him why he needs to go in my after he opens and sees someone's clothing in the he tells me to change the garbage. I don't think the garbage needs to be changed so desperately that he can't wait till I leave. That's how people things get stolen then no one knows about it! Wait til the person leaves then change the garbage!

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M
4:15 pm EDT

Planet Fitness Shower area, and locker room

To whom it may concern, There are fly's on the walls in the shower stalls. I have seen this problem before at other gyms. I am not sure what type of fly's they are but it is a lot of them. This problem will grow if it's not addressed and consistently maintain. Thank you...To whom it may concern, There are fly's on the walls in the shower stalls. I have seen this problem before at other gyms. I am not sure what type of fly's they are but it is a lot of them. This problem will grow if it's not addressed and consistently maintain. Thank you...To whom it may concern, There are fly's on the walls in the shower stalls. I have seen this problem before at other gyms. I am not sure what type of fly's they are but it is a lot of them. This problem will grow if it's not addressed and consistently maintain. Thank you...To whom it may concern, There are fly's on the walls in the shower stalls. I have seen this problem before at other gyms. I am not sure what type of fly's they are but it is a lot of them. This problem will grow if it's not addressed and consistently maintain. Thank you

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A
6:59 pm EDT

Planet Fitness customer service from manager

Customer service at this location (13839 Breck St, Houston Tx, 77066) is usually very upbeat and friendly, but this visit, I had the unfortunate opportunity to meet the branch's Manager Adam. I had not met Adam before, but the tone he sets is not a pleasant one. Adam was completing payments for customers and when he got to me, he informed me that I would have a $15 late fee on top of what I pay for the black card membership since my card declined the say before as my bank switched my card due to a data breach. I jokingly asked if he could waive the fee, to which he replied, "I can't since this is not the first one." I then asked If he could then waive the first one since he made it seem as though the first on could have been waived. He rudely stated that I'd only been with them 8 months and need to stop getting declined. I let him know that for what I pay with them including the late fees, I could just join 24hr fitness and have better centers and perks. He just replied okay as if he doesn't care about retaining customers. I was a manager for 6 years and now own my own business, I would never treat my customers so rudely. Needless to say, I do not believe I will be renewing that contract, 24hr fitness seems like a great move.

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S
11:10 am EDT

Planet Fitness lettin teen come to the gym.

If you are going to do something like let the teen come to the gym for summer, that good. However the hours need to be like from 8am- 10am.
I have been a member at the Strongsville Ohio Gym for more than a year and letting these teens in has caused problems. They are loud, rude and always on their cell phones. They are very noisy and not appreciated.
Very poorly thought out, You have made your regular client very uncomfortable and dont suprised when alot leave.
We do not go the the gym to be annoyed by teens.
I know that this came from a place of giving to get them off the couch but it was not thought out at all.. Please contact me Steven [protected].

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D
6:39 pm EDT

Planet Fitness staff

Although I like the gym the staff at various location are half trained and lack knowledge of the machines. Example I visited the Inglewood branch needed to try the total enhancement machine for the 1st time. Staff member walked me to the station to show me how to operate quickly which I still didn't get but, anyway I asked shoukd in undress? She stated no, I said what about the lights don't I need glasses? She said no and you can take ur phone inside if u want.

Come to find out I did need to take my close off to get results and need pride to be eyewear! As per another location outside of the ghetto locations. Speaking of which the ghetto locations often have people just sitting on the machine's texting n talking not working out jogging the machines and when you tell the staff they do nothing.

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D
5:25 pm EDT

Planet Fitness customer service

Joined the gym on 1/28/19, signed the contract and everything was good. On April 24th at 1:53 a.m., my agreement was re created/converted by an employee from a different location without my consent. After numerous calls to the gym manager, area manager and corporate, no one has rectified this issues. This new agreement was not signed by me and the terms are not what I agreed on back In January. Terrible customer service, no help and I am still trying to get this situation taken care of.

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Planet Fitness Customer Reviews Overview

Planet Fitness is a popular gym chain that has received a lot of positive reviews from its members. Many people appreciate the affordable membership fees and the welcoming atmosphere of the gym. The gym is known for its "Judgement Free Zone" policy, which means that members are encouraged to work out without feeling self-conscious or judged by others.

One of the most commonly praised aspects of Planet Fitness is the cleanliness of the facilities. Members report that the gym is always well-maintained and that the equipment is in good condition. Additionally, the staff is often described as friendly and helpful, making the gym a comfortable and welcoming place to work out.

Another positive aspect of Planet Fitness is the variety of equipment and classes available. Members have access to a range of cardio and strength-training equipment, as well as group fitness classes like yoga and Zumba. Many people appreciate the convenience of having everything they need for a complete workout in one place.

Overall, Planet Fitness is a great option for people who are looking for an affordable, welcoming gym with a variety of equipment and classes. With its focus on creating a non-judgmental environment, it's a great place for people of all fitness levels to work out and achieve their goals.

Planet Fitness In-depth Review

Membership Options and Pricing: Planet Fitness offers a variety of membership options to suit different needs and budgets. They have different tiers of membership, including a basic membership and a black card membership. The pricing is affordable and competitive compared to other gyms in the area.

Facilities and Amenities: The facilities at Planet Fitness are clean, spacious, and well-maintained. They have a wide range of amenities, including cardio machines, weightlifting equipment, and a designated area for stretching and functional training. The gym also provides locker rooms with showers and ample parking space.

Cleanliness and Maintenance: Planet Fitness takes cleanliness and maintenance seriously. The gym is consistently clean, and the equipment is regularly maintained and in good working condition. The staff members are diligent in keeping the gym tidy and ensuring that all areas are sanitized regularly.

Equipment Variety and Quality: Planet Fitness offers a good variety of equipment for different types of workouts. They have a wide selection of cardio machines, weightlifting equipment, and functional training tools. The equipment is of good quality and is regularly updated to provide members with the latest fitness technology.

Group Fitness Classes: Planet Fitness offers a range of group fitness classes to cater to different interests and fitness levels. They have classes such as Zumba, yoga, and cycling, led by experienced and certified instructors. The classes are fun, engaging, and a great way to stay motivated and meet new people.

Personal Training Services: Planet Fitness provides personal training services for those who want more personalized guidance and support in their fitness journey. Their trainers are knowledgeable, friendly, and dedicated to helping members achieve their fitness goals. They offer customized workout plans and ongoing support to ensure members get the most out of their training sessions.

Staff Friendliness and Knowledge: The staff at Planet Fitness are friendly, approachable, and always willing to assist members. They are knowledgeable about the gym's facilities, equipment, and classes, and are happy to answer any questions or provide guidance. The staff creates a welcoming and supportive atmosphere for all members.

Accessibility and Location: Planet Fitness is conveniently located with easy access from major roads and public transportation. The gym has ample parking space, making it convenient for members to visit. The facility is also wheelchair accessible, ensuring that everyone can enjoy the gym's amenities.

Customer Service and Support: Planet Fitness prides itself on providing excellent customer service and support. Their staff members are responsive and attentive to members' needs and concerns. They are quick to address any issues or inquiries and strive to ensure that members have a positive experience at the gym.

Member Satisfaction and Feedback: Planet Fitness values member satisfaction and actively seeks feedback to improve their services. They have a suggestion box where members can provide feedback and suggestions. The gym regularly reviews member feedback and makes necessary improvements to enhance the overall member experience.

How to file a complaint about Planet Fitness?

1. Log in or create an account: Ensure you are logged in to your ComplaintsBoard.com account. If you do not have an account, please register by providing the necessary details to create one.

2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint form.

3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with Planet Fitness. Make it specific and clear, such as "Unauthorized Membership Charges at Planet Fitness" or "Poor Customer Service at Planet Fitness Location."

4. Detailing the experience: In the complaint description, provide a detailed account of your experience with Planet Fitness. Include key areas such as:

  • The specific location or service that your complaint pertains to.
  • Describe the nature of the issue, whether it was related to membership fees, personal training services, equipment conditions, staff behavior, cleanliness, or any other relevant aspect.
  • Detail any transactions you had with the company, including dates, amounts, and what the transactions were for.
  • Explain the steps you took to resolve the issue, such as contacting customer service, speaking with a manager, or any other actions you took.
  • Include the company's response or lack thereof to your attempts to resolve the problem.
  • Discuss the personal impact the issue has had on you, whether it's financial, emotional, or related to your fitness journey.

5. Attaching supporting documents: Attach any relevant documents or evidence that supports your complaint. This could include contracts, receipts, correspondence, or photos. Be cautious not to include sensitive personal information that could compromise your privacy.

6. Filing optional fields: Use the 'Claimed Loss' field to state any financial losses you have incurred due to the issue. In the 'Desired Outcome' field, specify what resolution you are seeking from Planet Fitness, such as a refund, service improvement, or an apology.

7. Review before submission: Carefully review your complaint for clarity, accuracy, and completeness. Ensure that your narrative is understandable and that all the facts are presented correctly.

8. Submission process: After reviewing your complaint, click the 'Submit' button to formally file your complaint against Planet Fitness on ComplaintsBoard.com.

9. Post-Submission Actions: Stay active on ComplaintsBoard.com to monitor any responses or updates to your complaint. Check your account regularly for any replies from Planet Fitness or further inquiries from ComplaintsBoard.com that may require your attention.

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Phone number

+1 (844) 880-7180

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