Planet Fitness
Poor appreciation of customer loyalty

Good day

On 19 July I went Planet Fitness branch in Rivonia to freeze my membership as I was leaving to work in Belgium for 6 months, but with a short visit to SA in September for 5 days. I completed the freezing form and provided my flight booking as proof of my departure. Subsequently my account was charged with the normal membership fees end of July and August when I was informed that I would only need to pay R125 to freeze my membership and I had done the freezing within the right period to allow for processing in July. I contacted the branch. My documents were lost. I requested to speak to the branch manager who seemed helpful in the first email but never responded to my follow-up emails.

On my return to SA I went to the branch on 6 September, I refilled a freezing form and insisted on getting a signed copy as proof. I was assured that this would be resolved. The normal membership fees were still debited end of October.

I contacted the branch 4 times on 30 October; I left my Belgian number and email address to be called back by the person responsible for accounts who still hasn't responded. It's such a pity because I enjoyed working out at that gym.

Regards
Shereen

Company: Planet Fitness
Country: South Africa
City: Rivonia

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