incorrect fees charged.

Item: Planet Fitness
Rating: 1

I am tired of trying to fight with Planet Fitness and I need to go higher up to someone who can actually help me. I signed up to planet fitness about two years ago on a Liberty Medical Scheme. Once Liberty withdrew from planet fitness they renewed my contract and still charged me the same amount. I then added a black tag to my account. For the first time since I have had my contract I did not make the required visits of 12 times over three monthsrolling period. When I signed up this was not told to me, the lady who signed me up was no longer there and I was told that there were many reasons for that, one of them being that she never told anone about the 12 times over three months. I am tired of fighting about that, It is apparently in my contract which I am not allowed to see. However on a normal month my Gym fees are R199 plus R99 for my black tag, that is a total of R298. I then did not make my visits in December and my fees went up to R700. Never mind the fact that that is a ridiculous jump of over R400. What irks me the most is I went to Planet Fitness in Westville in January. The reps there told me that for JANUARY, FEBUARY AND MARCH I would need to come more than 12 times. Fair enough, I went 15 times and was booked off work for 3 weeks. I NOW want to know WHY my account was wrongfully debited with R700 in April when it was meant to drop down to R298. ( I was reassured numerous times that it would go down in April) I then went into the Westville Branch and spoke to your GM there called Gavin. He was firstly lying on the couch watching TV when I approached him, I also received a dirty look when I asked for his help. When he eventually got up to help me he promptly told me I hadn’t made my visits and “ what more do you expect if you don’t want to come to gym”. He was very hesitant to show me my attendance on the computer and was very arrogant towards me. When I told him he was useless and I would go higher up, he laughed at me and said there was nothing I could do as higher up would phone him and he would say the same thing to them. I am disgusted by the behaviour of him and appalled at his mannerisms. I tried to lay a complaint online but your systems weren’t working. I did lay a formal complaint on their website and they rep**** with "Please note that you were debited the normal rates for the past three months because you did not meet your required visits however on the last review it shows that you have met your required visits and you will be on high usage as of the first of May." my three month period was January, Febuary and march, so why was i charged for April? I waited over 72 hours for them to reply to my complaint, I have posted this on facebook and emailed customer care again.

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