Mistreatment and utter unprofessionalism by Pontsho

Good day

To whom it may concern,

I came to renew my membership at Planet Fitness Menlyn Branch however the treatment I received just after walking in from Pontsho was completely absurd and unprofessional. I had a discussion with Albert who assisted me with ease and I told him I would come to the gym to renew my member on the 01/07/2024 (Monday).

Upon Arrival I met a lady by the name of Pontsho and I explained that I am here to renew my contract and I would also like to speak to Albert as i have an appointment with him. The lady I found manning the reception area (Pontsho) was not only disconcerting, crushing and disappointing but completely devoid of human decency. She gave me a book to fill in and whilst I was busy filling in the booklet two (2) other members I member came out of the elevator and stood behind me. Pontsho then came to me and said I should hurry up with the filling of my details and then I said she can let the people in while I fill in the booklet so that I do not cause a queue/traffic. Rudely she then grabbed the book and the pen and gave it to the people that walked in after me. To my shock and surprise, I asked why she would be so rude, and she further stated that her being in the desk - reception area is not her Job. I asked her to not grab the book in that manner and further asked her why she did that and she ignored me and helped the other client. After letting them in I again asked her to call Albert for me and again in a rude manner she picked up the phone and called Albert and address me as a "rude customer is here to see you".

She represents Planet Fitness each time she is at work, irrespective of her role or title, taking out her frustration of being in the front desk on me as a customer was uncalled for, I called her out for her unbecoming behavior and she refused to acknowledge her lack of courtesy, refused to call her manager or to apologize, displaying a sense of entitlement not fit for a customer facing person.

Furthermore, I am a returning customer and I have reason to believe that she is fairly new in her role as she wasn't part of the planet fitness group about 3 years ago when I was still an existing member. I have never had such treatment and I have always recruited family and friends to join Planet fitness. My brother and my dad joined the gym at the Middelburg Branch in Aerorand due to my references and they too enjoy their stay. If Planet fitness does not want our business, we are more than willing to cancel and join your competitors which I am sure is something that the group will try and avoid at all costs. Please look into this matter and kindly contact me via email (***) should you have further questions and feedback.