**** Gym Swop Promotions at Planet Fitness

Queen at Planet Fitness head office in a customer service role needs further training to deal with "valued" customers. The reference number with that call is: PFQ-357301. Those who work with quality assurance, please listen to that call. She refused to assist me with escalating the call to a manager who would be better knowledge, professionalism and patience on how to deal with my case. She then dropped the call whilst I was speaking and just actioned an email to be sent to me instructing me to do what I was addressing. I called again, and her colleague Arthur did his job, de-escalated the matter and provided a solution and listened to my grievance. He sought to understand step by step and ask for the necessary proof to escalate the matter.

Now Planet Fitness administratively, I am disappointed and I am even going as far as calling your promotions a **** and ruse! I am dissatisfaction with my recent engagement with Planet Fitness, which I believe should be rendered null and void due to significant misrepresentation and poor customer service. As an active Virgin Active member, I was informed by a Planet Fitness sales representative about a promotional offer that included no joining fee, no pro-rata charges, and a reduced monthly fee of R99 for the 3 months, after which the standard fee would apply. This offer was further confirmed by the club manager, who assured me that I would only begin paying the full membership fee in 01 July 2025. However, upon reviewing the contract, I discovered that I am set to be debited R649 + R99 starting from 01 April 2025, which is entirely inconsistent with the terms I was led to believe I was agreeing to.

This misrepresentation is a serious breach of trust and has placed me in a difficult position, as I now face potential cancellation fees with Virgin Active for a membership I would not have pursued had I been provided with accurate information. The lack of transparency and clarity in the terms of the agreement is unacceptable and constitutes a gross misrepresentation of the promotion.

Furthermore, my attempts to resolve this issue have been met with unprofessional conduct from Planet Fitness’s call center. Agents have falsely claimed to have attempted contact, and failed to provide any meaningful assistance. The call center’s early closure at 3pm today (13 March 2025) and inability to maintain accessible communication channels have only exacerbated the situation, leaving me frustrated and without recourse.

I have made every effort to address this matter amicably, including providing my contact details ***) and availability for communication (reference number is: PFQ-357352), but my attempts to reach out have been consistently resulted in no resolution. This lack of accountability and customer care is deeply disappointing and reflects poorly on Planet Fitness as an organization.

In light of these issues, I have formally requested that my membership be canceled and any charges related to this contract be waived. I provided ample proof via email to ***. I believe this is a reasonable resolution given the circumstances and the breach of trust that has occurred. I hope this review serves as a constructive critique and encourages Planet Fitness to improve its communication, transparency, and customer service practices to prevent similar situations in the future.