Customer "Don't" Care - Plattekloof

*This is a repost of my review dated 1 Feb 2024*

On 30 Sept 2023, myself and my partner went into Planet Fitness Plattekloof, to have a look at their facilities and query their plans on offer. We had a wonderful consultant and were very happy with their facilities. While sitting down with the consultant, we were given a offer. Cancel with our current gym (of which we NEVER had any issues with), and we'll be given a 3 month offer, R99 a month for the first 3 months. As we went in on the last day of the month, our billing would begin the following day, as follows: OCT-R99, NOV-99, DEC-99. I still specifically remember our consultant saying, "You'll only pay your full membership JAN 2024". We discussed it and decided, it's a great offer and accepted. We canceled with our current gym, and walked out very happy and excited about being apart of a great gym.

We were very wrong.

Issues started the very next day.

Upon entering the gym, we were blocked at the entrance. We were pulled aside because of an outstanding balance of R3 on the account. We were obviously very confused, and the staff told us not to worry about it and they would sort it out with their head office. The following day, the same thing happened. Blocked at the gate, pulled aside because of this outstanding balance, once again, the staff told us that they will sort it out. This must've happened to us everyday upon entering, on our 1st week of becoming a member. We were growing increasingly annoyed with this, and after discussing it with the consultant we signed up with, the R3 was written off. After this, everything went smoothly, UNTIL DECEMBER.

As my partner is the main member, he is responsible for the debit order. Come 1st of December, he is debit ordered a sum of R1597.00. We were in absolute shock. We were unable to go into the gym to address this, because we were moving that day. So I did the next best thing, I emailed the branch 6:30AM and addressed it with all info. I gave a breakdown of the issue and asked for immediate action. Come 3:30PM, I had still not received any feedback, so I sent a follow-up email. At 3:50PM, I received the below response from the branch.

"please see the statement attached above firstly the discount for first three month was given but they included the pro rata for the month you joined and 3 rand was written off they counted that but l have escalate it to head office to give you one month for 99 rand .Levy is paid by all members there is no waiver for that unless you join using medical aid scheme , its either monthly or annually and l have logged a call to change it monthly which would R 62.41 cent extra every month .E**** told me you opted for monthly and it was not done ."

To this day, this issue was never resolved. They never honored their agreement. They counted 1 day (our sign-up day 30 Sept), as one month. We were only given the promotion for October and November. There were numerous emails back and forth with the branch. They ended up crediting our account with the once off annual levy, but did not credit us with the gym fee debit order (R848 insteadof the R99 offer). The branch eventually told us to get in touch with their customer care to sort out the issue. Some time in December, my partner (main member), called customer care and explained the issue. All they told him is "But you signed the contract, stating that the full amount would be payable December 2023."

What is a person's recourse after being informed of agreeing to a contract? My partner expressed his disappointment but accepted it, because there was nothing more we were able to do. They did however inform him that the credit from the annual levy, would be offset against his next payment, and he'll only be deducted the difference.

LOW AND BEHOLD, COME JAN 2024, THE CREDIT WAS NOT APP****. They did not apply the credit, and the full amount was deducted. My partner went into the gym, and spoke to our consultant. The consultant informed my partner, that she is going to address this with head office and ensure the credit is deducted from our next payment (Feb 2024). She also expressed her disappointment, with our experience, where we were not given the R99 offer for the full 3 months, and that she was also going to address this with head office.

ONCE AGAIN, COME FEB 2024, THE CREDIT WAS FOR THE 2ND TIME, NOT APP****! And shocker, the December gym fee (not R99) debit order never addressed again.

I am so disgusted with Planet Fitness! They have left such a foul taste in my mouth, that I have not gymed once, since they decided not to honor our agreement (when I refer to agreement, i refer to what the sales consultant VERBALLY informed us). In all the email exchanges between myself and the branch, we never even received an apology. They never accepted fault.

They're the ones who put the R99 for 3 months offer on the table, we trusted our consultant, when she told us that the full payment would only be deducted JAN 2024. Does a person's word mean NOTHING, these days?! Looking back, we would've never signed up with Planet Fitness. I do not believe that they care about their clients whatsoever. I will advise anyone I can, to stay far away from them. We've had nothing but disgusting customer service and empty promises.

BEWARE! DO YOUR HOMEWORK AND READ YOUR CONTRACTS BEFORE AGREEING TO ANYTHING.

We all naively think we can trust a consultant, why read a contract if it's being "read" to you?

Shame on you, Planet Fitness! What on earth is a person supposed to do, to get decent honorable service these days???!!!

**UPDATE 6 Feb 2024** On 1 Feb 2024, after posting the above review, we were contacted by customer care (we have not heard from them since). They apologized about not using our credit, said they will investigate and revert. They also informed us that our sales consultant, informed us incorrectly, with regards to the R99 offer for 3 months. According to customer care, the offer was only valid for 2 months. My thoughts on this; during the email exchanges with Plattekloof branch Dec 2023, they sent us screenshots of our gym account. The R99 gym fee description line, on the account profile, states, "3 MONTHS DISCOUNT D/O GYM SWOP". I will gladly provide screenshots to validate this. So, Planet Fitness... We are giving you one final chance to turn this around. Stop making excuses, give us a month at R99 (As we were informed upon sign-up), and apply our account credit correctly, against any debits. Put your pride in your pocket, and do the right thing, to keep us as a customer. If this is not done by the next billing Month, March 2024, we will be canceling. Customer care- You are welcome to contact us to provide you with screenshots as mentioned, email communications and names of who we dealt with in branch. I expect you to follow through on what we were verbally informed upon sign-up.