Pathetic & Disgraceful Organization

I will never recommend Planet Fitness to anyone. They promised to complete a vitality switch over from Virgin Active. They had 3 months to do so and while it was unsuccessful on their side, they chose to start charging me normal fee rate (not in our contractual agreement) without informing me of any issues. When I addressed the issue, they blamed virgin active (who had canceled my contract accordingly) and still over charged for a 2nd month in a row. It took 2 months to get a refund and they denied my request to cancel because they were working on a refund. Once they refunded me, they credited my account without my knowledge, claiming it was a goodwill gesture and didn't charge me for 4 months. My assumption was that it was canceled yet they started charging me again. When I asked for a full refund as I've used the gym like 5 times due to the dispute (I don't use facilities that I'm in dispute with for the same reason that it will be used against you), they denied my claim and went ahead and blamed me for the vitality discount not going through, as well as claim that I accepted to continue with a 4 months credit (which I was neither informed nor willing to accept such an arrangement).

As a business as large as Planet fitness, it is a disgraceful and pathetic that they refuse to escalate and let me contact anyone higher than the call center agents. Furthermore, it was a disgrace from a company to provide such poor customer service and then turn around and blame the client. I have the emails to prove that they denied my refund and citing my actions as the reason. They have been unwilling to contact me in person to even discuss the matter when I've made over 10 complaints to the department in less than 10 months.

It is this sort of customer service that I hope will cause them to go under as they are not worth being a company in South Africa if this is the service and treatment we receive as a customer.