Don't join Planet Fitness! Service is pathetic and unprofessional!

I am so disgusted with the pathetic service received at your customer care centre..

Complaint 1: On 8 September 2020 I had logged a request to cancel my membership. I was contacted by Happy from your retentions team who tried his best to keep me on as a member. Nevertheless he came across as unimpressive as well as unprofessional. He mentioned to me that he will only cancel my membership if I cook him a pot of breyani. Which professional person speaks to a client in that manner?

It is unprofessional and unwelcome. On that very same call he told me that there will be one last debit left for me to pay before the cancellation of which I had agreed. He then told me the amount will be R299.25, I was not in agreement with this amount and I asked him to go back and check his records as I have a discount package with a third party company and the gym. He mentioned he will contact me the next day. He never did call. I had called in all of last week leaving messages for him and I emailed your call centre the same message and to date no reply was sent to that email.

Complaint 2: On Monday 14 September I called the call centre again and spoke to an agent named Debbie. She confirmed she checked my statements and there is no fee therefore no charge to be debited as a last fee before closure. I requested her to email me this confirmation of which she said she would do, she did not. I called in about half hour later to check on that email I never received and another male agent picked up the call. He told me there will be a fee of R299 to pay.. he put me on hold and checked with Debbie then came back to confirm there will be no fee for me to pay as he confirmed with Debbie.

Complaint 3: After leaving another message for Happy with that male agent, Happy returned my call in the evening..he insisted that the amount I've always paid as a gym fee was R299.25 and that is what I will be debited this amount later this month. After me telling him so many times that amount was never what I paid and I have bank statements to prove it which tie up to my third party discount structure, he kept insisting he was right and wouldn't hear me out. He now upset me even further by now mentioning that I will be liable for TWO last debits before my account is closed. I argued with him that he needs to get his facts in order and that he can't go around telling clients different things will apply and that I will not be paying for 2 when he confirmed last week it was just 1 debit left. He also told me he will speak to Debbie and call me back shortly of which days have passed, he did not call me back. It was only when I logged a formal email complaint to the gym call centre, then Happy called back.

There are some highly unprofessional staff working at Planet Fitness and i will be surely taking this up further. The number of calls I made is just ridiculous to say the least. Worst of all your inefficient and *********** team member Happy has no professional courtesy to keep to his word nor follow up on open queries.

I am now beyond frustration! Up till now I don't know what amount will be charged but i will take action against Planet Fitness if i am debited twice and for the incorrect amounts!