Planet Fitness
Disgustingly poor member retention and service

Last year I purchased a national membership for my fiance from the Bedford branch. [This membership was paid in full upfront]. Due to my fiance's change in employment, she no longer was able to make use of this membership and as we had recently relocated, I chose to cancel my virgin active membership and take over her Planet fitness membership [under the impression this would not be a problem, as my closest gym is now planet fitness]. After an exceptionally unhelpful call with a call centre agent, I was informed this would not be possible as there was a change in policy effective 1 Dec 2013, [which was not communicated to members either] so basically I was 5 days late and tough luck. I would then need to request a cancellation [which probably would involve a fee] and planet fitness would refund me for the 'unused' portion of the contract.
So instead of retaining a member [from the competition] and building a lasting client relationship, planet fitness make a non-sustainable business choice. Pity I had to cancel my Virgin Active membership after 12yrs, to try and give this ridiculous gym a chance.

Company: Planet Fitness
Country: South Africa
City: Johannesburg

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