False claims and misleading to get gym members

I jjoined Planet Fitness in August 2025. I went to Planet Fitness Olympus to enquire about being a member and about Reformer Pilates.

I was initially at Virgin Active where I did Pilates on Monday, Tuesday, Thursday and Saturday.

Karabo, Sales person at Planet Fitness Olympus told me that Reformer Pilates will be launched at Olympus in October therefore, I can serve 2 months notice at VA (While having access to Pilate there) and still be at PF until Oct when they have reformer Pilates.

In September, I found out that reformer Pilates will not be at Olympus but at Waterkloof Ridge. I went back to Olympus to ask why they made me leave VA knowing well that Olympus wasn’t going to have reformer Pilates. Karabo (Sales manager, Olympus) informed me that it was later confirmed that they will not have reformer Pilates at Olympus this year and for me to do it, I will need to pay an additional cost and access it at another branch.

I immediately asked to cancel my membership as I do not want to pay an additional cost to get access to Pilates when I didn’t have to do that at Virgin Active. I was told that I will have to be penalised if I cancel my membership (Even though PF had not started to debit my account yet as I was still with VA).

I laid a complaint on Instagram and on the 25th of September, another sales person from Olympus (Adrian) called me. He told me that they were going to move my second access (Silverlakes) to Waterkloof Ridge so that I can be able to now access Olympus and Waterkloof Ridge. He then said since they made an error on their side, they will allow me to do Pilates at no additional cost.

A few weeks later, I called PF customer care and this was not actioned. I was later assisted to have access to Olympus and Waterkloof Ridge. On Monday the 27th of October, I called customer care again to check if I now have access to reformer pilates at no additional cost. I was told to communicate with the Sales manager (Adrian) that gave me this “promise”. I called Adrian on Monday and he told me that Karabo will call me back. I followed up with Adrian on Monday, Tuesday and Wednesday, and I still don’t have any response. Karabo eventually called but basically said, I need to pay an additional cost to get access to Pilates or I can cancel my membership (and pay a penalty fee).

I sent head Office an email on the 29th of October and a week later, I still don’t have a response regarding this. I called customer care and I was told that they can get back to me after 3 weeks (standard procedure). This means that for these weeks, I cannot go to the gym as I do not have access to Pilates.

I would like to cancel my membership with Planet Fitness at no cost - no penalty fees charged because the Sales People at Planet Fitness Olympus **** and misled me in becoming their member.