DO NOT JOIN THIS CLUB OR THIS FRANCHISE. THEY DO NOT CARE ABOUT YOU!

PLANET FITNESS WATERKLOOF RIDGE AND PLANET FITNESS HEADOFFICE

DO NOT JOIN THIS CLUB OR THIS FRANCHISE. THEY DO NOT CARE ABOUT YOU!

At the end of October 2024, I took out a gym membership with Planet Fitness. We decided to join another gym instead. I cancelled the contract within the contractual terms. I followed up with Mpanza to confirm if the membership was cancelled. In November 2024 my account was not debited by PF. On the 14th of December 2024 I received an SMS that my scheduled debit order for the 25th (which is not even the debit order date I opted for) will be run on the 24th of December 2024. I immediately forwarded the message to Mpanza, who then requested me to forward him the correspondence between myself and him so that he can log a ticket. I did so. On the 24th of December 2024 I was deducted, not once, not twice but THREE times. I immediately reached out to Mpanza, who said he is in a conference, bu he will call me straight after. He undertook to resolve the issue. I asked him to CC me in all correspondence with Head Office to see to the calculation. Until date hereof, I have still not received one e-mail he sent to head office. On the 28th of December 2024, I had to follow up yet again but was told that the admin department will only be operational again from the 3rd of January 2025. I followed up on 3 January 2025 and after a further follow up I received a response on the 4th of January 2025 to the tune of, "get in line". I followed up on 6th, the 7th and the 8th of January 2025, whereby I received no response. On the 12th of January 2025 I received a message from Mpanza asking me to send an e-mail to his manager, as well as all the screenshots of the correspondence (which he had in his possession too!). Nonetheless, I did so on the 15th of January 2025. On the same day, the Sales Manager, Proud Ntokozo Ndlovu, advised that he is investigating the matter and will call me the next day. I never received a call, with the excuse that my phone goes directly to voicemail. I sent a follow up on the 16th of January 2025. Proud responded on the 16th stating that he has concluded his investigation, I have indeed cancelled, and he has escalated this to the relevant department to assist with cancellation of my membership. I sent another e-mail on the 16th of January 2025, to which I have not received a response. On the 30th of January 2025 I sent yet another follow up. No response. On the 05th of February 2025 I received a call from PF Head office. I was informed that my matter was only escalated to them on the 2nd of February 2025, this despite the promise by Proud on the 16th of January 2025, and conveniently after my follow up on the 30th of January 2025. I confronted Proud with this information, and he responded by stating the delay was the investigation internally to authenticate the cancellation, which is contradictory to the e-mail he sent on the 16th of January 2025 to confirm that the cancellation was valid and they will escalate it to the Head Office. I again asked for the club manager to call me, and was again given the excuse that my phone goes to voicemail. On the 11th of February 2025 I did another follow up, only to be told HQ will give me a call to update me. No call was received. I sent further follow-ups on the 19th of February 2025 requesting the club manager to contact me to no avail. Today, on the 24th of February 2025 only after I had sent HQ and the Club yet again another e-mail, did HQ call me to inform me that my membership was cancelled and I do not owe PF any money! HQ was not aware that I needed to be refunded and was calling me with happy news that the membership was finally cancelled. SHOCKING. When I asked her that I am waiting for the refund, PLUS interest on the refund as I was not supposed to pay a cent towards PF, she had asked me to send her an e-mail where I explain all of this, and also a refund to be processed takes 15 working days!

DO NOT JOIN THIS CLUB OR EVEN THIS FRANCHISE. THEY DO NOT CARE ABOUT YOU!

Not the Sales Representative, the Sales Manager or the Club Manager cares about the clients or the Club's reputation!