PLANET FITNESS - HEAD OFFICE Complaints

I am so disgusted with the level of customer services. I feel totally disrespected as a client! I joined Planet Fitness, Waterkloof, paid R1024 joining fee, 13 weeks ago(28.8.20) and had to wait 11 weeks for my tag! When I received my tag 2 weeks ago, i could not use it to enter the Gym because my contract has been cancelled. The club manager undertook to sort it out, and as yet, nothing! I am being send from consultant to receptionist, consultant and no resolution! How difficult is it to capture a contract and load a debit order!!!! WS Breedt, 6804125160084

I have a contract for my daughter, Bontle Lecholo, id no: 7607190401088. According to plan contract ended April 2020 but I still got bill.
I am also not happy that wanted to make use of telephone and facility at Springs mall to cancel officially as consulted explained process but it was emphasized I must do it on my own.
You are only helping us when you need us to join the gym and acquire a contract when it is termination time you buy times not to help us instantly it is very unfair.
Kindly process my cancellation as my daughter is not even attending.

I have successfully canceled my membership for more than a year now... All of a sudden planet fitness start to debit my account.How do you that? I haven't been your member for a while now!!

I logged a request in February to have an invoice sent to me regarding the Planet Fitness contract since my company pays a certain amount towards club fees. I never received this document, and I have lost out on the club fees for the FY20 period because of this. I followed up on this again three weeks ago, and every week subsequently with zero reply. At this rate I will lose out on the FY21 benefit as well.

I also requested information pertaining to cancelling my membership, to which I received NO RESPONSE, after the initial acknowledgement of the request.

The sales manager is Ryan Braybrooke. I attach the email exchanges.

They are quick to sign you up, but pathetic as after sales service.

This guys came to me around August 2020, towards the end of August and wanted me to join the gym. I mean I wanted to join the gym just that finances were not allowing. I specifically told the guy that I will join in November, because I knew my financial state. He pleased me to join in September, at least so that he “gets the sale”and by that time he told me I just need to pay a tag fee of R125.00 only, I repeatedly asked him if he is sure that my first debit order will go off on the 1st November 2020. He said yes. And I signed the contract. Now I am owing R319 at planet fitness because the debit order went off on a day that was not discussed. I then decided to take matters to his manager, which the sales guy gave his manager false information and false recordings. Luckily for me I do have our conversations and recordings, he then went on to block my number from his work phone which is totally unprofessional and unacceptable! After two weeks of dealing with the manager, who told me that he took matter further, and that he will call me on Monday 26 October 2020, he didn’t call, instead he sent somebody else to raid from me the R319! What kind of nonsense is that.

People from planet fitness Parklands (Cape Town) mislead people and what they are doing is fraud! When they sign people we all know that they doing it for sales, but they must not lie to us !! I will not pay this R319 the salesperson will pay it!

Firstly Planet fitness is very unprofessional almost in all aspects.
1.You debit any day from the stated date
2. my contract was supposed to end in August, unfortunately my wife got retrenched we notified and sent proof but still debiting, her UIF is not even out yet because of this pandemic but you guys r just at anyday debiting.
3.If she still had her job would make peace and just pay the additional months of extention but she fircken lost her job we don't have money UIF HAS NOT PAID. If I continue to be ignored its fine.

I wanted to cancel my memebership due to Planet Fitness Craighall Park club having been closed (reference number:PF2433759) but Planet Fitness refused to do so and required me to pay the settlement fee of R2,151,60 as I'm still within the minimum duration of my memebership. Planet Fitness Craighall Park club has been closed through no fault of mine. I'm not prepared to go to any other Planet Fitness club as I don't have a car to get there. The only reason I chose to join Planet Fitness Craighall Park club is because it was within a walking distance from my house and I could get there without a car.

Re : Tian Mills - id 0704135267083
I signed both my sons up for a month to month contract at planetfitness on 31 August 2020

I paid R250 on 31 Aug 2020 for 2 tags (but the branch gad no stock)

Tian was at the gym for 4 days and the decided that gym was not for him.

2nd Oct 2020 planetfitness deducted 3*R199 and R324 from my account. I was furious about this because
✓ I was told that the 1st month was free
✓ Tag fee for Tian was deducted again.

On 2nd Oct 2020 I sent a complaint to custome***@planetfitness.co.za advising them of this problem also requesting cancellation for Tian but till today no one has contacted me.

Call centre advised me this morning of an email problem and charged me cancellation fee for Tian + Fee + tag fee for Oct.

I also now need to proof payment for a tag which he never even received. They got the payment for Wickus (Which was 1 payment)

I am requesting that Tians' account be settled and brought to zero

Urgently contact me
0832804134
Sharlene Mills

Good day
According to govt regulations what is covid 19 regulations for gyms
I go to glenanda
1. There are bottles labellef sanitizer but i am hard pressed to believing that the contents is anything but pure water, no smell of anything also alcohol basec sanitizer evaporates quiker from a surface, so i asked a worker whats in the bottles he told me he doesnt know because i asked him to smell it
Secondly i was doing circuit, not one person was standing there to sanitize equipment so my 1 hour in the gym is probably minimized to 20 mins bevause from my observation not every person cleaned after their use so there i was cleaning what i had used and then clean what i was going to use next, at one point i saw one worker spray weights, once so it most concerning for me

My Planet Fitness contract was supposed to come to an end August 2020. I tried cancelling in October but was told that I would need to pay a cancellation fee as I am still in contract. This is unlawful and I was charged in September too which should not have been the case

I switched clubs due to the reduced hours after hard lockdown. I spoke to the customer service centre and confirmation was received from Patricia who I spoke with when I transferred clubs as well as assured by Bryan Wells at The wedge that the transfer would be of no cost

This transfer at no cost promise is on their website - see picture attached .
I then received a notification from my bank stating the R200 had automatically just been deducted. I have since sent several emails in this regard - my mails have been read - buy no one bothers to respond - no refund received either.

Good day,

I trust that you are well. Please note that I am not happy with the level of service provided by Planet Fitness Just Gym company as I signed a 24 months contract with Planet Fitness in Newtown March 2019 and called the call center March 2020 requesting for a transfer to the Eastrand branches as I moved to Eastrand due to work purposes. However I was asked to pay a new joining fee and enter into a new 24 months contract with a higher rate. I requested to terminate my contract as the gym cannot meet my requirements. A higher amount was deducted on my account on the 28th of September 2020. When I called to enquire, I was advised that my premium had changed,10% of the remaining months cancellation fee also increased to a higher amount, I am being charged to cancel the R50 black tag benefit which is supposed to be a free cancellation and my contract was extended by 5 months without my knowledge or any form of communication. This is a breach of contract by the company and requires urgent resolutions. I have been requesting a copy of my contract with Planet Fitness Just Gym company in Newtown as I misplaced my copy when I moved, however I am not receiving any assistance.

My son's valuables were stolen from the locker at Wanderers and his car was then stolen.Apart from the horror experienced when one's safety is compromised at a gym where even I cannot enter as a non-member, the inconvenience that follows you weeks thereafer, the gym not being proactive in making this right is the last straw.After negotiating options with the club manager Justin, in terms of allowing us some time to figure out what we need to do here as he cannot go to another club, I was still debited. In spits of sms confirming my request not to be charged until year end. I was very careful not to take to social media and hoped we could resolve this amicably. However, that is not to be. One cannot even call through to the head office to cancel a contract. I need someone at the top of this chain to call me soonest. I cross my fingers for this to happen. Some redemption at least on your part. I am going viral with what happened if I dont hear back and situation is not remedied.
There is video footage of who entered the gym and change rooms etc....How hard can it be to identify the thief in a 30 minute window. The person is obviously has access to the club.....

hi the Rose bank branch relocated last year october and i requested to cancel the contract at i cant relocate with the gym as i dont have transport.
they agreed until this year January planetfitness deducted again from my account and hwen i call them they say i cant cancel the contract and i have to pay to cancel the contract but i told them am only cancelling because the gym is relocating to a place i cant get too.
i still want to gym but if planet fitness relocate than how will i get to the new place?
i cant pay for something i dont have access to and am staying at 15seychelles street in tembisa and am working in houghton.
please contact me at 0815799647

My account was in arrears and I had called to make request for settlement/termination amount which I was give R1447.16 and made a debit order arrangement for the amount to be debit from my account, come debit order date the amount was not debited and when I call to enquire the consultant tells me the guy I had spoke to previously didnt know what they were talking about and he was still in training and confused. I am willing to pay the amount I had agreed to CAN SOMEONE RESOLVE THIS AND STOP PUTTING INCOMPETENT PEOPLE IN UOUR CALL CENTRES

My husband, myself and my daugter signed up with Planet Fitness when the Brakpan branch opened. All 3 of us signed up for the 12month contracts. After a few months, due to personal reasons, we tried to cancel the contracts. We were informed that the contracts can only be cancelled upon paying a cancellation fee, which equals the exact amount we would have paid until the 12 month period expired. We opted to let the contract run until such time that the required period expired, which is August 2019, and I forwarded cancellations again. My contract and my daughter's contract was cancelled, but not my husband's contract. I also did not receive any feedback from Planet Fitness and therefore submitted another request for the contract to be cancelled. Only in December we got a response to say that we have to pay cancellation fees before the contract can be cancelled, but with no explanation as to why we should pay the cancellation fees. The next moment we get an email to say that we have been handed over for debt collection, we are liable for cancellation fees as well as legal fees. When I did an enquiry I was told that my husband's contract was a 24month contract and not 12month as we signed up for, hence we are still liable to pay all fees until the contract expires. I checked the contract (did not on the day that we signed up as all 3 was supposed to be 12 months)and it was indeed an error on the salesman's side - 24 months!! This is not due to a fault of ours, but rather an incompetent, over excited salesman and now we have to pay the price. We are still battling to get the contract cancelled. Is there anyone at Planet Fitness who can provide proficient service and assist with the cancellation with immediate effect? And keeping us liable for cancellation AND legal fees is totally absurd

In 2014 I cancelled my contract within 5 days(Due to relocated to another province). The contract were supposed to be cancelled as per your terms and conditions at Planet fitness Lynnwood.I joined planet fitness again on 31/08/2020.I paid my registration fee,tag and I gym for 3 weeks. However Planet fitness Lynnwood embarrassed me infront of all the members that was gymming at the time.I was embarrassed,humiliated and degraded.The supervisor chased me out of his office like dog. When i told him im South African citizen and I have rights he accused me of Xenophobia.He embarrassed me infront of all the members and said I can't get access and I won't access planet fitness Lynnwood ever again.The fact that there is still 1st contract that shows that there is an amount outstanding -Its not my fault.I cancelled the 1st contract within 5 days I called Lynnwood planet fitness and I physically went there and cancelled - Planet fitness Lynnwood were supposed to cancelled contract on the 4th day when I called them and on 5th day when I was there at Planet fitness Lynnwood. Suddenly they are know able to cancel my 2nd(August 2020) contract after 3 weeks of gymming - I do not want to cancel my 31 August 2020 contract -i want to gym. You are not customer friendly.You do not want new business. You chase customers away. This is very bad for business.
Planet fitness Lynnwood is also very racist they have a underline of racism and racial profiling.

Good day Planet Fitness

I am currently a Virgin Active member but have had the pleasure of enjoying your facilities at the Westville Megaclub branch (Westwood Mall) through my cousin who has a blacktag membership. He has been trying to recruit myself and my wife to transfer from Virgin Active to Planet Fitness. I have copied a post of my review on this gym just two weeks ago, but now have concerns and a change of heart following my experience yesterday (14 September 2020).

Yesterday afternoon at 4:10pm upon entry, I walked onto the gym floor and I took a seat at the vacant calf machine. As I began to start my workout, an unknown member stared at me intimidatingly and said 'are you snaying me' as he continued to walk a few meters away, He repeated the question in a more aggressive tone. He then walked right up to me as I continued to exercise and began to shout and use vulgar and offensive language at me in the presence of the entire gym patrons and staff. I was unaware of what was going on and was taken aback as this member continually told me to come outside to fight.
At the time there was Planet Fitness staff member, Preshen(GM) on the floor who was watching this transpire. I kept telling the member please leave me alone and walk away as I do not know you. There after other member training at the time went to Inform the Planet Fitness staff of the altercation occurring. As the aggressive member continued to threaten me, I then approached another Planet Fitness staff member (Shane) to report the incident of abuse and intimidation by this member, at that time he wasn't surprised and said that very same guy moments ago had an altercation with a fellow elderly staff member, swearing and using vulgar language at him in the presence of the entire gym, at the time Preshen(GM) was on the floor so I told shane that the manager can witness what has occurred.
To my disbelief the aggressive member had approached me again whilst I explained the incident to Preshen and Shane (Planet Fitness Staff) and continued to harass me, right in front of staff. This member continued to use fowl and derogatory words and insisted that I left the gym to fight with him. What surprised me the most was when he made a comment to Preshen(GM) 'I bet you R100 000 that I will knock you out) there after tapping Preshen(GM) on his stomach as if this was a joke. I was belittled as this guy continued to shout and swear in front of other members and staff.
My cousin (Rivash) who is the member told the guy that we have no issue so why are you troubling us, he then threatened him as well saying that he must also come outside because he will fight him next.
I later found out from staff that this member apparently does mixed martial arts, so he is an MMA Fighter and clearly feels that he can do as he pleases at your establishment. It is disgusting that this was just allowed even after Gavin (staff) spoke to him, asking him to stop. The guy just shouted 'OK Gavin OK Gavin' in a sarcastic manner and thereafter showed rude signs (middle fingers) from behind the staff. He continued to walk by and harass me such that staff members could not hear. Why wasn't this member stopped immediately, why was I continuously allowed to be harassed, threatened and victimized by a bully at your establishment. Multiple unknown members who witnessed the incident mentioned to me he's always loud and extremely aggressive because no one can stop him there. Please utilize your cctv footage to see clearly I am only stating facts of what has transpired, this was such a horrible and embarrassing experience, I don't wish a single other member to has to endure.

Under your rules it clearly states the following:
10) Behaviour in our Clubs:

You may not use foul, loud, or abusive
language.
• You may not physically/sexually/verbally
abuse or harass other members, guests,
visitors, tenants or members of staff.
• You may not commit any acts which may
cause distaste, revulsion or hostility to
other members, guests, visitors, tenants or
members of staff.

This member went against all the behavior rules and acts without any consequence. He was left to do and say what he wanted in front of your staff including your club GM (Preshen) , Sales consultant (Shane) and all the other club members.
Is this behavior and the caliber of members that Planet Fitness allows to patronise the club?
Enlight of the above we had to wait for that member to leave the gym before we could exit as he continuously threatened 'come outside to fight'
Furthermore planet fitness will be held accountable if this member continues to harass me or my cousin (Rivash) or if this matter escalates and becomes violent and any harm is caused. We will have no choice but to seek legal counsel.
I trust the above is in order and await a favorable response.

Mr Hyson Pillay
071 082 8123
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My partner and I were misinformed by the sales person from the first day of signing our first contract with planet fitness earlier this year. This continued for a few weeks until we realised he was just chasing sales numbers and not selling us the products correct or with us in mind. After signing numerous contracts, we paid a R600 joining fee, only to find out this was not applicable to us. Thereafter our first debit order went off, double the amount we signed for. After discussions with the manager, it was decided that the sign-up fee would be used as an advancement of the monthly fees, which we were happy with. After countless calls and e-mails, my partners account seems to be up-to-date, yet mine is still incorrect. I have had numerous calls with the call centre and trying to speak to the manager at the gym, never getting this resolved. With lockdown I forgot that I had issues with Planet Fitness, but yesterday I received a message that my account was in arrears since March. Obviously, my issue has not been resolved in 5 months. At this current moment I believe I have not dealt with a more incompetent company than Planet Fitness.
If this cannot be solved soon, I hope Planet Fitness will cancel my contract immediately.

Hi

How can you charge me 50% of my gym membership fees if i freeze my membership due to the covid pandemic.i am not enetering or using your facilities. On the website prior to the opening of gyms you do not stipulate this. Utter robbery. I have phoned in to your call centers and am looking at all avenues to report this behavior to the ombudsman