Bad experience, no customer service DUR_MOU0038

<p>Me and wife had a family regional contract with Planet Fitness since 2004. In 2015 my wife asked taht our package be downgraded froma regional package to a branck package, a drop in the monthly membership to R 249 per month. Planet Fitness however continued to deduct the regional membership fee. In April 2016 after I made several cals to the call centre and still were unsuccessfull to get the matter resolved I gave notice. I received an e-mail on 30 April 2016 from Planet Fitness to confirm that the memberhip was cancelled.</p> <p> </p> <p>Then on 21 January 2017 I receive an e-mail from Saya, a debt collectors company, who informed me that they are acting on behalf of Planet Fitness as a result of the fact that my wife is in arrears with her fees. What a surprise?? Never were I contacted by Planet Fitness. Saya also made no reference to the outstandin amount. I wrote an e-mail on the same day explaining the details and said that if Planet Fitness is of the view that my wife owes them money, Plante Fitness must liase with me directly. Since 30 April 2016 I had no communication with Planet Fitness. I also asked for a statement of account. No response was received from Saya.</p> <p> </p> <p>On 23 March 2017 I once again get an e-mail from Saya claiming that my wife owe Planet Fitness fees and that it must be paid within 4 days and if not they will blacklist her. Once again no amount or any details which can be discussed.</p> <p> </p> <p>Up to now Planet Fitness did not have the decency to discuss the matter with me despite the fact that they have my details. Never were I given the details to be able to contest any alligations made that my wife owe them fees. Planet Fitness just simply decided to hand the matter over to Saya. Me and my wife were clients of Planet Fitness not Saya. I would have expected that Planet Fitness would have the decency to contact me. Up to today I were not able to get any details out of Planet Fitness and just as they claim that my wife owe them money, I am of the opinion that Planet Fitness owes my wife money as she was overcharged for the period Jan 2015 to April 2016.</p> <p>Is this how customer relations work?? Not according to my knowledge as I studied marketing and have a thorough knowledge of Customer Relations and Customer Retention.</p> <p> </p> <p>I reserve my rights in this matter and has also informed my lawyer about the situation and the threats from Saya on behalf of Planet Fitness</p> <p> </p>