Pathetic customer service

Background :

During July 2025 , my wife ; daughter & I signed up with Planet Fitness. After rejecting the Sanlam offer , we decided to opt for the 20% SAPS discount. The Sales consultant ( Sanele ) make copies of my wife's & I : SAPS Appointment Certificates ; ID and Polmed medical cards. ( Both my wife & I are current serving SAPS members ) . We were informed by Sanele ( Sales rep from Planet Fitness Midlands Liberty Mall ) that everything was fine .

We started attending gym . At the end of about October 2025 , we noted double deductions , and on further enquiries were shocked to learn that our applications were missing ( That Planet Fitness had lost them . Sanele couldn’t explain where they were lost ) and that we needed to come in to redo these. My wife and I then on the 13 November 2025 , went in and redid these applications , as PF had lost our applications from July 2025. So we had already app**** in July , under the SAPS 20% discount.

Once again the Sales Consultant made copies of our SAPS Appointment certificates etc , as we were applying under the SAPS 20 % discount .

On the 25th November , I contacted the Sales Consultant , to confirm if the contracts were now in order , to which he rep**** no. I then contacted Planet Fitness Head Office , who confirmed that the SAPS Deal had ceased to exist on 14 November. However , as I had signed my on the 13th November , they would honour my contract.

Surprise Surprise , they would not honour my wife's contract , even though we completed our contract applications on the same date & time , together with the Sales Consultant.

I then tried to address this issue by arranging a face-to-face meeting with the Planet Fitness Liberty Mall Store manager ( a white gentleman ) and a white lady ( who was in my understanding the supervisor of the Sales Consultant , i.e Sanele ) .

The outcome of this meeting was that the white lady would contact their area/ regional manager and give me feedback . From 25th November until todate ( almost 3 months ) here has been absolutely no feedback from either the white male manager or white lady , regarding my issue..

Our solution is simple : Honour the contract that was signed for in July 2025 and then redone on the 13th November.

My name is Wayne Prinsloo.

My wife is Anthea Prinsloo ( DOB 1970.03.03 ) . Her particulars are recorded on your system.

Planet Fitness’s reply have been less than satisfactory . They responded as follows : Planet Fitness’s reply

12 Feb 2026 at 15:56 Hi Wayne,

Thank you for your message and for bringing your concerns to our attention. We have looked into your membership and can confirm that you contacted our team on 27 November regarding your enquiry. At that time, our records indicate that your query was addressed and the relevant information was provided to you. We understand your frustration and would like the opportunity to properly review your wife’s concern. Kindly provide us with more information regarding her query, along with her membership details, so that we can investigate further and advise accordingly.

We look forward to assisting you and resolving this matter as soon as possible.

Thank you, The Planet Fitness Team.

17 Feb 2026 at 17:52 Thank you for your detailed feedback. We’ve logged a case with the relevant department, and they will be in touch with you soon to assist. …………………….. Today is the 22nd February 2026 , this complaint is still outstanding and all that planet Fitness is doing is playing games. Planet Fitness your customer service is extremely pathetic. It is now clear why Planet Fitness only has a rating of 1.42 out of 5 , from 495 reviews.