Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Planet Fitness presents a sharply divided customer experience. Sign-up interactions and named sales consultants draw consistent praise, and newer clubs are described as clean and modern. However, the dominant pattern across reviews is administrative failure: cancellations that are never actioned, debit orders continuing for months, membership fees far above what was quoted, and complaints that go unanswered across every available channel.
Top Strengths:
- •Customer Service, Staff & Experience: Customer Service, Staff & Experience (3.3) is the only theme where positive patterns hold. Members repeatedly name consultants such as Luke, Pharaoh, Kate and Gloria for patient, thorough onboarding, and newer clubs are described as clean, modern and genuinely welcoming spaces.
Replied to 69% of negative reviews
Reply time on negative reviews: 63h 46m
TrustIndex
3.5
Ranking
#4
in Beauty & Personal Care
Reply Time
61h 49m
NPS Score
-85
Recommended: Unlikely
Replied to 69% of negative reviews
Reply time on negative reviews: 63h 46m
Nov '25 - Oct '26
Frequently Asked Questions About Planet Fitness
What do customers say about Planet Fitness?
Based on recent customer reviews, Planet Fitness presents a sharply divided customer experience. Sign-up interactions and named sales consultants draw consistent praise, and newer clubs are described as clean and modern. However, the dominant pattern across reviews is administrative failure: cancellations that are never actioned, debit orders continuing for months, membership fees far above what was quoted, and complaints that go unanswered across every available channel.
What is Planet Fitness's biggest strength?
Planet Fitness's biggest strength, according to Hellopeter's AI analysis, is Customer Service, Staff & Experience. Customer Service, Staff & Experience (3.3) is the only theme where positive patterns hold. Members repeatedly name consultants such as Luke, Pharaoh, Kate and Gloria for patient, thorough onboarding, and newer clubs are described as clean, modern and genuinely welcoming spaces.
What are the most common complaints about Planet Fitness?
The most common complaint about Planet Fitness, based on Hellopeter's AI analysis of recent customer reviews, is Communication & Complaint Resolution. Communication & Complaint Resolution (1.1) is the weakest theme. The promised 72 hour callback rarely materialises, emails to customer care go unanswered or bounce back, and cases are closed without explanation, pushing members toward the CGSO and NCR.
How does Planet Fitness compare to other Beauty & Personal Care companies?
Planet Fitness scores 1.7 out of 5 on Hellopeter's AI analysis of service quality in Beauty & Personal Care, compared to the Beauty & Personal Care industry average of 2.6. Their strongest theme is Customer Service (3.3); their weakest is Communication (1.1). The top AI-rated Beauty & Personal Care business on Hellopeter is Scentimental (4.6). How is the AI Score calculated? →
Is Planet Fitness trustworthy?
Planet Fitness has a TrustIndex of 3.5 out of 10 on Hellopeter, based on 678 reviews in the last 12 months. They reply to 69% of negative reviews, typically within 63 hours 46 min. Hellopeter has tracked Planet Fitness across 6,227 total reviews. How is the TrustIndex calculated? →
Recent reviews (678)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Dec 2020
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Planet Fitness – an extremely disappointing and financially stressful experience I have honestly never experienced such a frustrating and dysfunctional membership process. My experience with Planet Fitness has been an endless cycle of administrative errors, poor communication, wasted time and, in my view, an excessive focus on getting money from the customer rather than actually resolving problems. I linked my Sanlam Reality+ benefit to my Planet Fitness membership. The sales consultant at the Lynnwood club took more than a month just to get the information on the forms correct. I was made to complete the forms approximately eight times because of ongoing errors. I paid the R975 activation fee on 21 August. Despite paying, I still could not access the club because of problems with their Jotform process. For more than a month I was driving back and forth to the club trying to get a basic membership administration issue resolved. Nobody seemed capable of fixing it. Eventually, towards the end of September, the contract was loaded — and then Planet Fitness attempted to debit my account for double the amount I had been told by the sales consultant. I was then told that the debit order had failed because I had supposedly taken too long to accept the mandate. The problem? I received no SMS, no call and no meaningful communication informing me that the mandate had been sent or that there was anything I needed to accept. Yesterday, after all of this, I went into the club and paid the amount in person. Today, I returned to the club — and I was denied access. I was told that my contract had apparently been cancelled and that they now needed to redo the entire contract. I was also told that I would have to pay the joining fee again. This is completely unacceptable. What makes this even more frustrating is that I had previously been a paying member for approximately two years. I was then hospitalised with a serious injury and, while I was in hospital, I tried to put my membership on hold or cancel it. I received no meaningful response, yet Planet Fitness continued attempting to debit my account. The manager from the first club never once contacted me to resolve the underlying administrative problem. Yet when the contract was eventually loaded, I suddenly received a call regarding money they claimed was outstanding and a supposed debt write-off. From my experience, the problem isn't simply one employee making a mistake. It is the complete lack of accountability and communication throughout the process. I have spent weeks driving to and from the club, repeatedly completing the same paperwork, paying money, trying to get assistance and explaining the same situation over and over again — only to end up with no access and being told to start the entire process again and pay another joining fee. A gym membership should not be this difficult. I am extremely disappointed with Planet Fitness and with the way my situation has been handled. The repeated administrative failures, lack of communication and attempts to charge me for problems that arose from their own processes have left me feeling that the customer is simply expected to keep paying while Planet Fitness takes little responsibility for fixing its mistakes. I would strongly advise anyone considering joining to carefully read the terms, keep records of every payment and communication, and make sure they understand exactly what they are being charged for. For me, this has been an incredibly frustrating and financially stressful experience. I expected a professional gym membership experience. Instead, I have spent weeks trying to get basic administration sorted out. Planet Fitness needs to seriously address its internal processes, communication and customer service.
1 reviews | Active since Dec 2020
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Planet Fitness – an extremely disappointing and financially stressful experience I have honestly never experienced such a frustrating and dysfunctional membership process. My experience with Planet Fitness has been an endless cycle of administrative errors, poor communication, wasted time and, in my view, an excessive focus on getting money from the customer rather than actually resolving problems. I linked my Sanlam Reality+ benefit to my Planet Fitness membership. The sales consultant at the Lynnwood club took more than a month just to get the information on the forms correct. I was made to complete the forms approximately eight times because of ongoing errors. I paid the R975 activation fee on 21 August. Despite paying, I still could not access the club because of problems with their Jotform process. For more than a month I was driving back and forth to the club trying to get a basic membership administration issue resolved. Nobody seemed capable of fixing it. Eventually, towards the end of September, the contract was loaded — and then Planet Fitness attempted to debit my account for double the amount I had been told by the sales consultant. I was then told that the debit order had failed because I had supposedly taken too long to accept the mandate. The problem? I received no SMS, no call and no meaningful communication informing me that the mandate had been sent or that there was anything I needed to accept. Yesterday, after all of this, I went into the club and paid the amount in person. Today, I returned to the club — and I was denied access. I was told that my contract had apparently been cancelled and that they now needed to redo the entire contract. I was also told that I would have to pay the joining fee again. This is completely unacceptable. What makes this even more frustrating is that I had previously been a paying member for approximately two years. I was then hospitalised with a serious injury and, while I was in hospital, I tried to put my membership on hold or cancel it. I received no meaningful response, yet Planet Fitness continued attempting to debit my account. The manager from the first club never once contacted me to resolve the underlying administrative problem. Yet when the contract was eventually loaded, I suddenly received a call regarding money they claimed was outstanding and a supposed debt write-off. From my experience, the problem isn't simply one employee making a mistake. It is the complete lack of accountability and communication throughout the process. I have spent weeks driving to and from the club, repeatedly completing the same paperwork, paying money, trying to get assistance and explaining the same situation over and over again — only to end up with no access and being told to start the entire process again and pay another joining fee. A gym membership should not be this difficult. I am extremely disappointed with Planet Fitness and with the way my situation has been handled. The repeated administrative failures, lack of communication and attempts to charge me for problems that arose from their own processes have left me feeling that the customer is simply expected to keep paying while Planet Fitness takes little responsibility for fixing its mistakes. I would strongly advise anyone considering joining to carefully read the terms, keep records of every payment and communication, and make sure they understand exactly what they are being charged for. For me, this has been an incredibly frustrating and financially stressful experience. I expected a professional gym membership experience. Instead, I have spent weeks trying to get basic administration sorted out. Planet Fitness needs to seriously address its internal processes, communication and customer service.
1 reviews | Active since Nov 2012
Unfair membership freeze policy...
I joined Just Gym at Meadowdale Edenvale and have no problem with staff there. Everybody is nice and friendly. My problem is with management and policy makers. I asked for membership freeze for 3 months. I will be traveling to Europe. No problem there. Lady was helpful and friendly. At the end of our conversation she mentioned that those 3 months will be added to my membership on my return so instead of 19 months that I have currently until the end og my contract I will go back to 22 months. Another thing, freeze means paying 50 % of normal monthly fee ( for me is R. 399 ) since I am senior and retired. So for 3 months I will pay R. 598.50 ( you can call it "payment holiday" ) and on my return they will add 3 months to my contract and get from me R. 1 197. To me that s not fair and don't see how are they helping. Hope some one will read this and get in touch with me because I have been trying to phone them and keep getting " busy" signal
1 reviews | Active since Nov 2012
Unfair membership freeze policy...
I joined Just Gym at Meadowdale Edenvale and have no problem with staff there. Everybody is nice and friendly. My problem is with management and policy makers. I asked for membership freeze for 3 months. I will be traveling to Europe. No problem there. Lady was helpful and friendly. At the end of our conversation she mentioned that those 3 months will be added to my membership on my return so instead of 19 months that I have currently until the end og my contract I will go back to 22 months. Another thing, freeze means paying 50 % of normal monthly fee ( for me is R. 399 ) since I am senior and retired. So for 3 months I will pay R. 598.50 ( you can call it "payment holiday" ) and on my return they will add 3 months to my contract and get from me R. 1 197. To me that s not fair and don't see how are they helping. Hope some one will read this and get in touch with me because I have been trying to phone them and keep getting " busy" signal
1 reviews | Active since Dec 2019
Dysfunctional and broken equipment. Poor toilet/ change room hygiene.
I have been a member at Planet Fitness Just Gym branch in Glenanda for a number of years, initially 3 years a few years back and more recently since 2025. And the gym has unfortunately never been managed and run properly. Non-functional and unsafe equipment, broken toilets/ leaking & blocked urinals, unhygienic change room/ toilet conditions. And the attitude of the management team has always been the same, a complete lack of respect and total disregard for the members and their complaints/ concerns about their health and safety. The final straw for me was when I positioned myself on a stomach exercise bench to find out the back rest was loose with only one bolt holding it in place, which supports your full body weight while you lay down - very unsafe! Then I made my way to a seated calve exercise machine, while unpacking weight plates off the machine it came apart and 35kgs of weight plates fell on my foot/ ankle. Grounds for legal action against the club and the Planet fitness franchise, but in trying to be a reasonable person I opted for a more amicable course of action. Because my safety and health were in jeopardy, Planet Fitness was in breach of their contractual obligations as well as operating in contradiction to the customer consumer protection act, as well as the governmental Occupational Health and Safety Act regulations. So I made the decision to terminate the contract before the full contract term was reached and seek out another gym facility with safe and fully functional equipment in hygienic conditions. After I submitted *** to cancel my contract with immediate effect, I made a follow up call to the customer care line at the head office and after explaining the reasons for my immediate cancellation of the contract, the consultant, Njabulo simply told me that I was liable for the early cancellation fee and that I had 72hours to pay. He stated that he had escalated the issue to a team which would need to do an investigation of the conditions at the gym, but reminded me that I was still liable for the cancellation fee which needed to be paid within 72 working hours, otherwise they would just continue to debit my account. Njabulo said he would provide me with feedback regarding the investigation of the conditions at the Glenanda club, of which I received a call 3 days later with him relaying an email that was received by him, from the Glenanda club manager, basically denying my experience. The glenanda club manager didn't even have the decency to contact me directly! Clearly the lack of respect and blatant disregard for club members runs throughout the franchise! The ethical action for the Planet Fitness organization would be to formally apologize for the lack of safe operational equipment and poor hygienic conditions of their club and accommodate my request to leave their club, not to incur further costs for the clearly dissatisfied consumer and look for ways to brush off the customers complaints, which is obviously the way all planet fitness employees are trained to treat gym members. My sincere advice: anyone considering joining Planet Fitness - Just Gym Glenanda, please save yourself from an unsafe, unhygienic club member experience!
1 reviews | Active since Dec 2019
Dysfunctional and broken equipment. Poor toilet/ change room hygiene.
I have been a member at Planet Fitness Just Gym branch in Glenanda for a number of years, initially 3 years a few years back and more recently since 2025. And the gym has unfortunately never been managed and run properly. Non-functional and unsafe equipment, broken toilets/ leaking & blocked urinals, unhygienic change room/ toilet conditions. And the attitude of the management team has always been the same, a complete lack of respect and total disregard for the members and their complaints/ concerns about their health and safety. The final straw for me was when I positioned myself on a stomach exercise bench to find out the back rest was loose with only one bolt holding it in place, which supports your full body weight while you lay down - very unsafe! Then I made my way to a seated calve exercise machine, while unpacking weight plates off the machine it came apart and 35kgs of weight plates fell on my foot/ ankle. Grounds for legal action against the club and the Planet fitness franchise, but in trying to be a reasonable person I opted for a more amicable course of action. Because my safety and health were in jeopardy, Planet Fitness was in breach of their contractual obligations as well as operating in contradiction to the customer consumer protection act, as well as the governmental Occupational Health and Safety Act regulations. So I made the decision to terminate the contract before the full contract term was reached and seek out another gym facility with safe and fully functional equipment in hygienic conditions. After I submitted *** to cancel my contract with immediate effect, I made a follow up call to the customer care line at the head office and after explaining the reasons for my immediate cancellation of the contract, the consultant, Njabulo simply told me that I was liable for the early cancellation fee and that I had 72hours to pay. He stated that he had escalated the issue to a team which would need to do an investigation of the conditions at the gym, but reminded me that I was still liable for the cancellation fee which needed to be paid within 72 working hours, otherwise they would just continue to debit my account. Njabulo said he would provide me with feedback regarding the investigation of the conditions at the Glenanda club, of which I received a call 3 days later with him relaying an email that was received by him, from the Glenanda club manager, basically denying my experience. The glenanda club manager didn't even have the decency to contact me directly! Clearly the lack of respect and blatant disregard for club members runs throughout the franchise! The ethical action for the Planet Fitness organization would be to formally apologize for the lack of safe operational equipment and poor hygienic conditions of their club and accommodate my request to leave their club, not to incur further costs for the clearly dissatisfied consumer and look for ways to brush off the customers complaints, which is obviously the way all planet fitness employees are trained to treat gym members. My sincere advice: anyone considering joining Planet Fitness - Just Gym Glenanda, please save yourself from an unsafe, unhygienic club member experience!
1 reviews | Active since Jul 2020
Unsuccessful Debit Order / Communication Gap
Payment Discrepancy September I had no access to the gym at Boksburg Planet Fitness. I called the call centre on Friday, 04 September 2026 @ 08H19. The call was 8minutes 5seconds long. The agent explained that due to my less than 12 visits for August 2026, my plan has reduced to 50%. If I do 12 days in September then I'll go back to 80% ( this is what I understood from the conversation). he did not explained much. I confirmed that I was in the wrong, and paid R***, at the gym. Due to unforeseen circumstances in August, I had less days to gym. October 2026 My payments are due 1st of each month. Access the gym on the 1st October, no problem. Friday I receive a notification that the Debit Order was returned due to insufficient funds, leading to bank charges and R20 admin fee from Planet Fitness. I completed my 12 days in September, thinking Im only paying the R***, Called the Call Centre today @ 08H01, 17minutes 45seconds. A total difference to the first caller. This lady was thorough and took her time to explain and counted the days attended per month. As per her knowledge my account was reviewed in August and went to 50%. The only thing I understood with the first caller, 12 days in September, you will pay the 80%. According to the 2nd caller, she stated that my payment on the 1st of the month is paid for the current month, meaning if I pay 01 October ,I pay for October sessions. I disagreed with her and said it makes no sense because how would you know how many sessions I'll be at the gym Please assist to clarify
1 reviews | Active since Jul 2020
Unsuccessful Debit Order / Communication Gap
Payment Discrepancy September I had no access to the gym at Boksburg Planet Fitness. I called the call centre on Friday, 04 September 2026 @ 08H19. The call was 8minutes 5seconds long. The agent explained that due to my less than 12 visits for August 2026, my plan has reduced to 50%. If I do 12 days in September then I'll go back to 80% ( this is what I understood from the conversation). he did not explained much. I confirmed that I was in the wrong, and paid R***, at the gym. Due to unforeseen circumstances in August, I had less days to gym. October 2026 My payments are due 1st of each month. Access the gym on the 1st October, no problem. Friday I receive a notification that the Debit Order was returned due to insufficient funds, leading to bank charges and R20 admin fee from Planet Fitness. I completed my 12 days in September, thinking Im only paying the R***, Called the Call Centre today @ 08H01, 17minutes 45seconds. A total difference to the first caller. This lady was thorough and took her time to explain and counted the days attended per month. As per her knowledge my account was reviewed in August and went to 50%. The only thing I understood with the first caller, 12 days in September, you will pay the 80%. According to the 2nd caller, she stated that my payment on the 1st of the month is paid for the current month, meaning if I pay 01 October ,I pay for October sessions. I disagreed with her and said it makes no sense because how would you know how many sessions I'll be at the gym Please assist to clarify
1 reviews | Active since Apr 2026
Shocking customer service and misrepresentation at Planet Fitness Fourways Mall.
Planet Fitness Fourways Mall - The worst customer service I've ever experienced within their sales team. Joined on the 29th of Aug. Sales rep told me the first time my debit order was going to go off was end of Sept (1st Oct). My tag kept saying that my membership was in arrears for the whole month of September. Every time I visited the gym within the month, I had to explain to the front desk that I've tried sorting out the "in arrears" issue with the sales team before and that they had promised me it would be addressed with head office. I had spoken to multiple people in their team. Told them the same story every single time. Every single time I got told it's something that needs to get sorted out with head office, because they tried to debit you when they shouldn't have. Every single time I had asked them to ensure that I don't get debited twice when the first one is supposed to go off. Come to the 1st of Oct - I get debited for my membership twice. I call the sales manager, to which his first response is that their sales rep had made a mistake, and he tries to explain to me why I got debited twice, saying that its for the one that was supposed to go off on 1st of September that "bounced". When I told him that it's not my responsibility that they bad made a mistake, he tried telling me I didn't understand the situation. I then asked him why everytime I spoke to them in the previous month, no one had told me that the rep had made a mistake and that I actually needed to pay for that month and he couldn't answer me. Just kept saying sorry, and that they take full responsibility but there's nothing they can do because the money is already out of my account. End of story is that I now had to pay an extra R1200 for my membership in the same month that I did not plan nor budget for, not was told was going to happen if I didn't pay for the previous month - after I had gone to them over 5 times within the last month.
1 reviews | Active since Apr 2026
Shocking customer service and misrepresentation at Planet Fitness Fourways Mall.
Planet Fitness Fourways Mall - The worst customer service I've ever experienced within their sales team. Joined on the 29th of Aug. Sales rep told me the first time my debit order was going to go off was end of Sept (1st Oct). My tag kept saying that my membership was in arrears for the whole month of September. Every time I visited the gym within the month, I had to explain to the front desk that I've tried sorting out the "in arrears" issue with the sales team before and that they had promised me it would be addressed with head office. I had spoken to multiple people in their team. Told them the same story every single time. Every single time I got told it's something that needs to get sorted out with head office, because they tried to debit you when they shouldn't have. Every single time I had asked them to ensure that I don't get debited twice when the first one is supposed to go off. Come to the 1st of Oct - I get debited for my membership twice. I call the sales manager, to which his first response is that their sales rep had made a mistake, and he tries to explain to me why I got debited twice, saying that its for the one that was supposed to go off on 1st of September that "bounced". When I told him that it's not my responsibility that they bad made a mistake, he tried telling me I didn't understand the situation. I then asked him why everytime I spoke to them in the previous month, no one had told me that the rep had made a mistake and that I actually needed to pay for that month and he couldn't answer me. Just kept saying sorry, and that they take full responsibility but there's nothing they can do because the money is already out of my account. End of story is that I now had to pay an extra R1200 for my membership in the same month that I did not plan nor budget for, not was told was going to happen if I didn't pay for the previous month - after I had gone to them over 5 times within the last month.
1 reviews | Active since Aug 2016
Planet fitness is a **** and are harassing me
The worst experience ever stay far away. I Gymed wiht them in Durban for 3 years always renewing my 12 months and after moving back to Cape Town I cancelled my membership from December going forward( not even a memeber ship they automatically put you on a month to month that's more expensive once your contract ends until you cancel that or renew for a new contract) the tried to charge me again I January I called and told them I've tried to cancel again I've even tried in person they directed me to call in again and they've continued to try and debit me and are now sending debt collectors to message me. I have not used their facilities a single time this year and they've continued to try and debit me month after month and are killing my credit score! Been trying to get hold of an agent since last night unsuccessful. 0/10 experience
1 reviews | Active since Aug 2016
Planet fitness is a **** and are harassing me
The worst experience ever stay far away. I Gymed wiht them in Durban for 3 years always renewing my 12 months and after moving back to Cape Town I cancelled my membership from December going forward( not even a memeber ship they automatically put you on a month to month that's more expensive once your contract ends until you cancel that or renew for a new contract) the tried to charge me again I January I called and told them I've tried to cancel again I've even tried in person they directed me to call in again and they've continued to try and debit me and are now sending debt collectors to message me. I have not used their facilities a single time this year and they've continued to try and debit me month after month and are killing my credit score! Been trying to get hold of an agent since last night unsuccessful. 0/10 experience
1 reviews | Active since Dec 2019
Disgusting
I have been a member at Planet Fitness Just Gym branch in Glenanda for a number of years, initially 3 years a few years back and more recently since 2025. And the gym has unfortunately never been managed and run properly. Non-functional and unsafe equipment, broken toilets/ leaking & blocked urinals, unhygienic change room/ toilet conditions. And the attitude of the management team has always been the same, a complete lack of respect and total disregard for the members and their complaints/ concerns about their health and safety. The final straw for me was when I positioned myself on a stomach exercise bench to find out the back rest was loose with only one bolt holding it in place, which supports your full body weight while you lay down - very unsafe! Then I made my way to a seated calve exercise machine, while unpacking weight plates off the machine it came apart and 35kgs of weight plates fell on my foot/ ankle. Grounds for legal action against the club and the Planet fitness franchise, but in trying to be a reasonable person I opted for a more amicable course of action. Because my safety and health were in jeopardy, Planet Fitness was in breach of their contractual obligations as well as operating in contradiction to the customer consumer protection act, as well as the governmental Occupational Health and Safety Act regulations. So I made the decision to terminate the contract before the full contract term was reached and seek out another gym facility with safe and fully functional equipment in hygienic conditions. After I submitted an *** to cancel my contract with immediate effect, I made a follow up call to the customer care line at the head office and after explaining the reasons for my immediate cancellation of the contract, the consultant, Njabulo simply told me that I was liable for the early cancellation fee and that I had 72hours to pay. He stated that he had escalated the issue to a team which would need to do an investigation of the conditions at the gym, but reminded me that I was still liable for the cancellation fee which needed to be paid within 72 working hours, otherwise they would just continue to debit my account. Njabulo said he would provide me with feedback regarding the investigation of the conditions at the Glenanda club, of which I received a call 3 days later with him relaying an *** that was received by him, from the Glenanda club manager, basically denying my experience. The glenanda club manager didn't even have the decency to contact me directly! Clearly the lack of respect and blatant disregard for club members runs throughout the franchise! The ethical action for the Planet Fitness organization would be to formally apologize for the lack of safe operational equipment and poor hygienic conditions of their club and accommodate my request to leave their club, not to incur further costs for the clearly dissatisfied consumer and look for ways to brush off the customers complaints, which is obviously the way all planet fitness employees are trained to treat gym members. My sincere advice: anyone considering joining Planet Fitness - Just Gym Glenanda, please save yourself from an unsafe, unhygienic club member experience!
1 reviews | Active since Dec 2019
Disgusting
I have been a member at Planet Fitness Just Gym branch in Glenanda for a number of years, initially 3 years a few years back and more recently since 2025. And the gym has unfortunately never been managed and run properly. Non-functional and unsafe equipment, broken toilets/ leaking & blocked urinals, unhygienic change room/ toilet conditions. And the attitude of the management team has always been the same, a complete lack of respect and total disregard for the members and their complaints/ concerns about their health and safety. The final straw for me was when I positioned myself on a stomach exercise bench to find out the back rest was loose with only one bolt holding it in place, which supports your full body weight while you lay down - very unsafe! Then I made my way to a seated calve exercise machine, while unpacking weight plates off the machine it came apart and 35kgs of weight plates fell on my foot/ ankle. Grounds for legal action against the club and the Planet fitness franchise, but in trying to be a reasonable person I opted for a more amicable course of action. Because my safety and health were in jeopardy, Planet Fitness was in breach of their contractual obligations as well as operating in contradiction to the customer consumer protection act, as well as the governmental Occupational Health and Safety Act regulations. So I made the decision to terminate the contract before the full contract term was reached and seek out another gym facility with safe and fully functional equipment in hygienic conditions. After I submitted an *** to cancel my contract with immediate effect, I made a follow up call to the customer care line at the head office and after explaining the reasons for my immediate cancellation of the contract, the consultant, Njabulo simply told me that I was liable for the early cancellation fee and that I had 72hours to pay. He stated that he had escalated the issue to a team which would need to do an investigation of the conditions at the gym, but reminded me that I was still liable for the cancellation fee which needed to be paid within 72 working hours, otherwise they would just continue to debit my account. Njabulo said he would provide me with feedback regarding the investigation of the conditions at the Glenanda club, of which I received a call 3 days later with him relaying an *** that was received by him, from the Glenanda club manager, basically denying my experience. The glenanda club manager didn't even have the decency to contact me directly! Clearly the lack of respect and blatant disregard for club members runs throughout the franchise! The ethical action for the Planet Fitness organization would be to formally apologize for the lack of safe operational equipment and poor hygienic conditions of their club and accommodate my request to leave their club, not to incur further costs for the clearly dissatisfied consumer and look for ways to brush off the customers complaints, which is obviously the way all planet fitness employees are trained to treat gym members. My sincere advice: anyone considering joining Planet Fitness - Just Gym Glenanda, please save yourself from an unsafe, unhygienic club member experience!
1 reviews | Active since Mar 2015
Further Complaint Update - Incapacity or a Drag to Resolve an Issue AND CGSO inconveniences
Further Complaint Update: On 08 September 2026, I received a notification that Planet Fitness had responded to my complaint. What appeared to be a response turned out to be merely a statement that they were unable to address the complaint via HelloPeter because I had already lodged a complaint with the CGSO. Just another lousy tact to avoid addressing the issue. I had indeed received an email from the CGSO on 07 Sep 2026, following my HelloPeter review and complaint submitted on 31 Aug 2026. However, since 07 Sep 206, now almost a month ago, there has been neither a resolution nor a response. This has gone beyond the CGSO's confirmed turnaround time of 15 days, which was communicated to me in July when I first approached them. I therefore, do not understand why CGSO continues to hold my complaint when they clearly have no capacity to resolve it. Neither they are able to provide the alternative redress steps they said they "would provide should there be no response from the supplier," Planet Fitness in this case. At this stage, I need clarity on the way forward and, importantly, for the time lost while this complaint remains unresolved. MY MEMBERSHIP IS CURRENTLY SUSPENDED PENDING THE OUTCOME OF THIS COMPLAINT, AND AS A RESULT, I AM NOT ABLE TO UTILISE IT. I am concerned that, as this complaint continues to drag while I wait for this issue to be resolved I am hugely disadvantaged and I do not believe I should be disadvantaged by the prolonged handling of a complaint that is beyond my control. Therefore, I expect Planet Fitness and/or the CGSO to provide a clear resolution!!! I WOULD APPRECIATE A DEFINITIVE RESPONSE AND PROPOSED RESOLUTION, RATHER THAN MERE REFERRALS OR ACKNOWLEDGMENTS THAT MOVE THE COMPLAINT FROM ONE CHANNEL TO ANOTHER.
1 reviews | Active since Mar 2015
Further Complaint Update - Incapacity or a Drag to Resolve an Issue AND CGSO inconveniences
Further Complaint Update: On 08 September 2026, I received a notification that Planet Fitness had responded to my complaint. What appeared to be a response turned out to be merely a statement that they were unable to address the complaint via HelloPeter because I had already lodged a complaint with the CGSO. Just another lousy tact to avoid addressing the issue. I had indeed received an email from the CGSO on 07 Sep 2026, following my HelloPeter review and complaint submitted on 31 Aug 2026. However, since 07 Sep 206, now almost a month ago, there has been neither a resolution nor a response. This has gone beyond the CGSO's confirmed turnaround time of 15 days, which was communicated to me in July when I first approached them. I therefore, do not understand why CGSO continues to hold my complaint when they clearly have no capacity to resolve it. Neither they are able to provide the alternative redress steps they said they "would provide should there be no response from the supplier," Planet Fitness in this case. At this stage, I need clarity on the way forward and, importantly, for the time lost while this complaint remains unresolved. MY MEMBERSHIP IS CURRENTLY SUSPENDED PENDING THE OUTCOME OF THIS COMPLAINT, AND AS A RESULT, I AM NOT ABLE TO UTILISE IT. I am concerned that, as this complaint continues to drag while I wait for this issue to be resolved I am hugely disadvantaged and I do not believe I should be disadvantaged by the prolonged handling of a complaint that is beyond my control. Therefore, I expect Planet Fitness and/or the CGSO to provide a clear resolution!!! I WOULD APPRECIATE A DEFINITIVE RESPONSE AND PROPOSED RESOLUTION, RATHER THAN MERE REFERRALS OR ACKNOWLEDGMENTS THAT MOVE THE COMPLAINT FROM ONE CHANNEL TO ANOTHER.