******** consultants and bad service

Firstly I am writing this review on hellopeter as I have emailed customer care and have not gotten a reply in days.

I am writing to you on behalf of my wife Renita

We joined her at PLANET FITNESS MENLYN on black Friday 2019 (and the black tag for me)

One of your consultants Donovan joined us at the gym at planet fitness menlyn.

When joining I spoke to Donovan and said that we want to join the one year contract but only if there is no levys or double debit etc ...

Donovan and the manager at the time (Hennie I believe) both confirmed that a one year contract did not have levys....

So due to corona our contract was frozen and extended... When gyms opened we continued to go..

In December out debit order went of along with the levy...I went to planet fitness menlyn and spoke to Donovan who was the Sales Manager now, he stated he would sort it out.

Donovan then informed me that he has spoken to his regional and sorted it... This was obviously not the case as in January our debit order went of again, I went to the club but only to find that he had moved to a different club.

I messaged Donovan multiple times.. As you can see by the message he states the system changed which I assume was a lie. When I asked what was going on he said he is waiting on HRs feedback as they are in charge of these things..... Then I ask again what's going on and he has the audasity to state I must call the call centre. Why didn't he call them?

So I call the call centre and they state that there is a levy on the 1 year contract and that Donovan must call head office and explain to them that he sold us a package by giving us false advertising and that they must write of the levy..... I inform Donovan of this.

He once again states he will follow up.... I again wait a few days and ask him what's going on. ( I would like to point out the fact that I have to keep following up and not once did he message me first to inform me what's going on)

So Donovan then sends me Marcel Van Bommels number He is the sales manager at planet fitness menlyn currently.

This is disgusting service how I have to run after Donovan and how he keeps trying to get out of it by putting the issue first on the call cente and then Marcell.

Now frankly I'm quite annoyed but Marcel is helpful.. I explain my situation to him and he tell me he will call Donovan and then come back to me.... Long story short he speaks to his GM and RM.

Here comes the second issue that is infuriating... Now when speaking to Donovan he said there shouldn't be a levy, he was obviously unaware there was one. But Marcell tell me that I have to have proof that Donovan said there is no levy... So I send him the attached.

He calls me back the next day after I ask what's happening and he says his Regional Manager Zade Eagleton states this is not finite proof.

I am extreamly upset about this situation and would appreciate if it could be sorted..

It has now been over two weeks since speaking to Marcel and the problem has not been sorted

But to top it of Marcel is now ignoring my messages... I rate he will give some bull**** excuse like he was busy but I am the customer!

I am not getting feedback and would appreciate some assistance.

Kind regards