Follow-Up: Buddy Tag System — Unresolved + Staff Conduct Issue (Plattekloof Branch)

Dear Planet Fitness Management,

I recently submitted a detailed complaint about the buddy tag system (18 Feb 2026: Feedback: Buddy Tag System Issues – Long-Term Member – ***). I received a polite reply assuring me that my feedback had been shared with the relevant team and that member experience is "extremely important." I appreciated the response — but what happened at your Plattekloof branch today suggests otherwise.

On 20 April at approximately 2:30pm, I arrived with my wife to use my buddy tag. As the app was faulty and not working — which is often the case — I attempted to sign her in manually. I was informed that a newer version of the app had been released and my existing app was outdated and no longer in use. Rather than being offered any alternative to gain entry, I was told by Kyle that I must download the new app on the spot, scan in via QR code, and complete the process before I could enter. My wife had her ID with her and was willing to provide her details, but this was refused. "It's the process."

I explained — calmly — that this was the exact issue I had previously raised: that the system creates unnecessary friction, wastes members' time, and forces phone dependency in a gym environment. I asked to speak to a manager and was directed to Andrea.

Andrea didn't want to hear my concerns. Her response was to tell me that if I had spent less time raising them, I "could have downloaded the app by now." She then cut me off mid-sentence, turned to speak to other staff, and made no further attempt to engage with me or resolve the situation. I was effectively dismissed as a paying member standing at the front desk.

I note that I am not the first member to raise concerns about this staff member's conduct — she features in multiple negative Google reviews for this branch, which suggests a recurring pattern rather than an isolated incident.

To be clear about what this cost me: I am on a limited schedule when I visit the gym. I don't have 10 minutes to troubleshoot app issues at your front desk. I came to train, and I was turned away — not because of any membership issue, but because your system failed again and your staff offered no solution beyond "do it now or don't come in."

I gave constructive, respectful feedback the first time. I was told it would be reviewed. Instead, the experience has worsened. I'm now seriously considering whether to continue my membership.

I would appreciate a response from someone in a position to actually address both the system issues and the way members are being treated at this branch.

Overall, quite a disgusting experience, after years of being a loyal member.