Nearly a month, 55+ emails and STILL not resolved

After nearly a month of trying to resolve my Planet Fitness billing issue, more than 55 emails, calls and WhatsApps, I finally had an almost hour-long meeting with management at Sandton Gate.

I was originally promised free months when I joined, but money was deducted and I lost one of those free months.

At the meeting, it was agreed that October would be free AND that I would receive a separate credit for money already deducted. I then waited over 24 hours for written confirmation, only to receive an email saying September and October are free and my next debit is 15 November.

September is NOT free – I have already paid for it. And where is the separate credit that was discussed?

I have also been told that cancelling will cost me four months’ membership – R3,996. Yet the cancellation clause in my contract refers to 20 business days’ notice and a “reasonable cancellation penalty” in accordance with CPA guidelines. I cannot find anywhere in that clause where it says FOUR MONTHS, nor was this explained to me when I joined.

When I questioned this, the Gauteng Sales Manager Lebo told me that he had written the contract and that this was my “interpretation” of it.

After 55+ emails and a management meeting, I am STILL fighting for a clear and correct resolution.

I feel completely exhausted by the shocking service and lack of accountability. Based on my experience, I cannot recommend Planet Fitness.