Pathetic service

Absolutely pathetic service received regarding my new membership.

I have sent an email yesterday requesting urgent assistance but no one had the decency of calling me or keeping me in the loop.

I now require a full refund and i am battling to get assistance

Below is my email sent to Planet Fitness:

Good Day

I trust you are well

Please could I have urgent assistance

I am a new member at Planet Fitness Midlands Mall, (Akashnie Mahes = ********** 059087 = ********** ), who had done a change over with Discovery from Virgin Active to Planet Fitness in April 2018.

However, on 30th May 2018 when I tried to access the gym I overheard one of your very rude employees (Terri) ask the sales consultant to override my access but I was not informed or kept in the loop as to what was going on.

I am still experiencing this problem to date, after speaking to Terri yesterday and asking for the club manager to call me at 09:00am this morning, no one had the decency to call

Your staff are absolutely rude, whereby I can actually point out those two ladies that are friendly.

There is never a smile when you walk into the gym, neither do your staff greet, your gym temperature is absolutely freezing where people can barely train properly.

I think a suggestion would be that first of all your staff be sent for customer service training.

Secondly, surely, Terri as part of management does NOT have any managerial s****s as to date she did not have the decency of telling me what the problem was and how will she assist to solve my problem

It is not nice when I have paid for a tag and discovery an amount of almost R2000.00.

Do you think it is fair to pay an amount for a tag that only worked one month ?

Please could you urgently refund the full amount that I have paid and cancel my contract with immediate effect as I do not wish to be part of such a miserable environment where simple things like staff are rude and arrogant and do not communicate with their clients.

Kindly advise if you require my banking details which I am sure you already have on file.

I will be joining Virgin Active again as I deeply regret the changeover.

Should this be the fault of Discovery or Planet Fitness, that can be solved between you two, I paid the full amount to Planet Fitness in which I require my refund within the next 48 hours.

Please do not convince me to fix the problem, as you should concentrate on training your employees to first of greet before facing a customer.

I have also called your head office and spoke to Mbali, I asked for a manager and no one was available as they have been gone out for a meeting.

Was there no backup?

Is this how a known business is run?

I trust that you will understand my frustration but had I not queried this on my own, who would have done their job ??

I look forward to receiving a response regarding my refund by close of business today.