Disgusted with Planet Fitness' poor customer service

Very unhappy and actually disappointed with the treatment and service from Planet Fitness. I am, or was, a member in Craighall. Post lock-down, I received an email with the subject line of "Planet Fitness Re-opening" sent from Planet Fitness Craighall <***>. Excited to be back, only to arrive and find the gym completely deserted apart from a poster on the door notifying us that it has closed down. After much panic, I found a notice on the website… 1. Who visits the website regularly in search of whether their gym has closed down or not?? 2. If you have all my details, why is such an important notice not directed via a personalised email, SMS or phone call? I had been receiving the odd SMS during lock-down when a workout was online, so why not tell me that the gym has closed?? Other gyms have been so efficient in terms of communicating with their members.

I joined Craighall in September 2019, on a 2-year contract, sadly one of my biggest regrets. The reason I signed up at this gym was due to its close proximity to where I live and work. I have tried to contact Planet Fitness a total of six times now. I sent an email to *** with my concerns (as advised by the website’s post) with no response. This was on the 15th of September. I have emailed customer service twice after that, and no response. I phoned customer service 3 times as well. On my last call, I was told I have to pay over R3000.00 to get out of my contract and an email would be sent with the banking details – this was on the 8th of October and I am still waiting for that email. Why should I pay this amount when I never asked for the Craighall gym to close? I signed up for Craighall, NOT to be forced to go to another gym. I was never personally forewarned that the gym was going to close, nor was I told that it did close. It is honestly so disgusting that you are still taking money off my account but cannot even respond to my queries. When signing up I never received a copy of my contract. I was also rushed into making a decision as the manager told me if I left and came back, I would not get the same "deal". The manager also failed to disclose that once a year, my account would be debited twice for “maintenance fees”.