Dishonest, unprofessional, inaccurate and check your contracts they don't print them or advise.

Item: Planet Fitness
Rating: 1
Author: Anne K

Sandton gate is the worst Planet fitness, the staff were told at reception, I will not extend my contract. I only signed a one year contract. On signing up, they never tqold us there is an auto renewal clause, no contract was printed or given to me.The reception guy did not tell me to email customer care. Victor , who is now leaving doesn't take my calls and the store manager promised this to be sorted out. Mzamo is head of retentions is now demanding we take out new contracts or else it's not being sorted out and all will not be reversed. It's a disgrace. Virgin active would not be so pathetic. Who puts an auto renewal in a contract and doesn't phone and ask or send an email to the correct email address? They could not even take my bank details and email down correctly.

Virgin active is professional.

Get your act together planet fitness.

This is unacceptable and unprofessional.

Helpful (0)

Replies (2)

Planet Fitness's replyOfficial

25 Feb 2026, 12:20

Hi Anne,

Thank you for reaching out and sharing your concerns. We sincerely apologise for the experience you have described and understand your frustration. Please be assured that this is not the standard of service we aim to provide our members.

Your case has been escalated, and our team is actively reviewing the situation regarding your contract and the interactions you have had with our staff. We will ensure that the matter is addressed appropriately and that you receive a clear resolution. A member of our team will be in touch with you shortly to assist and provide guidance on next steps.

We appreciate your patience as we work to resolve this and thank you for bringing it to our attention.

Thank you,
The Planet Fitness Team.

Planet Fitness's reply25 Feb 2026, 12:20

Official

Hi Anne,

We appreciate your patience as we work to resolve this and thank you for bringing it to our attention.

Thank you,
The Planet Fitness Team.

Anne K's updateReviewer Update

26 Feb 2026, 08:37

Hi, this is weeks and weeks after your inaccurate,untrained staff have messed me around and lawyers Harassing me. Your company should be ashamed of trying to default clients, when I paid all my money. Advised Sandton gate staff I am not extending my ond year contract. Your company tooky email down wrong , never printed a contract or emailed it to me They never told me to phoned customer care.
Your auto renew clause is ***** then.
I year is a one year contract.

Your staff lie and are deliberately not telling us and capturing our emails incorrectly to defarud people out of money.

Mzamo was supposed to call yesterday at 10.? Head of retentions has also made up various stories.

What a pathetic team you have.

Anne K's update26 Feb 2026, 08:37

Reviewer Update