1 reviews | Active since Dec 2025
Being Charged Cancellation Fee After Planet Fitness Failed to Activate Promised Benefit
I joined Planet Fitness Brackenfell in October after being told I qualified for the Sanlam benefit. The sales consultant assured me he would activate it and that I wouldn't have to pay the activation fee. I followed all instructions and even paid full membership while waiting.
After weeks of follow-up, I discovered the benefit was never activated. I was never told I needed to come in to do anything. When I met with the Sales Manager, he promised in person to activate the benefit, said there was a 2-day special to waive the activation fee, and confirmed (via voice note) that he submitted the reversal request to Head Office.
Despite this, nothing was done. I cancelled my membership only after weeks of no answers and being sent from person to person. Now I’m being told to pay a R3214 cancellation fee. This is unfair — the benefit was not activated because of internal staff failure, not mine. I have WhatsApp messages and voice notes proving all of this.
Planet Fitness has ignored my last emails, and I have not received any refund or written resolution.
I am asking for the cancellation fee to be waived, and for written confirmation.
I have kept all records and will escalate to the National Consumer Commission if necessary.
However, I need to be honest: I’ve been told the matter has been “escalated” for nearly two months now — and still no one has resolved it or taken accountability. In that time, I’ve received multiple false promises, delays, and contradictory messages.
I have voice notes and messages from both the sales consultant and the Sales Manager confirming the Sanlam benefit would be activated and the activation fee waived. Yet no action was taken, and now I’m being asked to pay a cancellation fee for something that was never correctly set up in the first place — despite doing everything I was told.
It is honestly shocking how this entire situation has been handled. I’m hoping this escalation actually leads to a resolution.
I would appreciate written feedback with clear next steps — not another delay.
Kind regards,
Cari van de Vyver
However, I need to be honest: I’ve been told the matter has been “escalated” for nearly two months now — and still no one has resolved it or taken accountability. In that time, I’ve received multiple false promises, delays, and contradictory messages.
I have voice notes and messages from both the sales consultant and the Sales Manager confirming the Sanlam benefit would be activated and the activation fee waived. Yet no action was taken, and now I’m being asked to pay a cancellation fee for something that was never correctly set up in the first place — despite doing everything I was told.
It is honestly shocking how this entire situation has been handled. I’m hoping this escalation actually leads to a resolution.
I would appreciate written feedback with clear next steps — not another delay.
Kind regards,
Cari van de Vyver
I have voice notes confirming this, and I trusted that it had been handled.
I hope this will be taken seriously and resolved fairly as part of the ongoing dispute.
Kind regards,
Cari van de Vyver
I have voice notes confirming this, and I trusted that it had been handled.
I hope this will be taken seriously and resolved fairly as part of the ongoing dispute.
Kind regards,
Cari van de Vyver