Misrepresentation, ********* Conduct & Breach of Contractual Assurance – Planet Fitness

I was recently contacted by a Planet Fitness (PF) sales consultant based at head office regarding a gym membership offer. I explicitly disclosed that I already had a contract with another reputable gym and had a prior negative experience with Planet Fitness in 2024, particularly at the Queenswood branch. Despite this, I was assured that my concerns were understood and that I would not encounter similar issues again.

I specifically requested to gym at the Queenswood branch due to proximity to my residence and asked for access to the Hazelwood branch as well. The consultant unequivocally promised that dual access would be arranged and included in my contract. Relying on this assurance, I signed the agreement in good faith.

However, upon attempting to access the gyms, I was informed that I did not have access to both facilities, contrary to what was promised. I immediately contacted the consultant via whatsapp, who initially committed to resolving the issue but has since ignored all my follow-up messages. I escalated the matter to Planet Fitness through numerous emails and calls, providing evidence of the consultant’s verbal undertakings, whatsapp messsages and promises. Despite repeated reassurances from PF that someone would contact me, it has now been over two weeks without any resolution or substantive response.

This conduct constitutes misrepresentation, as defined under the Consumer Protection Act (CPA) 68 of 2008, which prohibits false or misleading representations by suppliers (Section 41). The failure to honor verbal assurances, especially when they induce a consumer to enter into a contract, may be deemed an unfair marketing practice and a breach of imp**** contractual terms under the CPA. Moreover, PF’s lack of response and disregard for fair consumer redress processes also appears to contravene the duty of fair dealing expected of service providers.

I now feel de*****ed by Planet Fitness and am preparing to pursue legal action. I urge prospective clients to exercise caution when dealing with PF, as their consultants may offer terms that are not honored in practice, and their head office seems unwilling to assist, even when proof of misconduct is provided.