Planet fitness Heuweloord Dissatisfaction

I am writing to formally express my dissatisfaction with the service I have received at your facility. I have been a loyal member since October 2020 and recently upgraded to the black tag membership, which allows me to bring my family during weekends.

Over the past two months, I have encountered repeated issues when visiting with my son. Despite the gym’s policy allowing children over the age of 8, and the changeroom policy stating that no children over the age of 5 may use the opposite *** changerooms, my son and I have been turned away due to his age. This is in stark contrast to what I observe during the week, where many members bring their children, including single parents.

This contradiction between the posted rules at the reception and the changeroom signage has been a point of contention and confusion. I have discussed this matter with staff members Innocent and Tsholofelo, which has resulted in my son being relegated to the waiting area while I access the gym facilities.

The situation escalated today when I was denied entry by an employee named Sbu. Upon voicing my concerns and requesting to speak with a manager, Sbu responded dismissively, laughed at my complaint, and claimed to be the acting manager, refusing to provide contact information for his senior.

I am deeply hurt by Sbu’s actions and the lack of seriousness with which my concerns have been treated. The disrespect shown towards me and my family has led me to consider canceling my membership. I am now inclined to patronize Virgin Active Mall @ Reds, even if it means an additional 5km drive, as I feel my patronage is not valued at Planet Fitness.

I request a prompt response to this complaint, an explanation for the inconsistent enforcement of policies, and an assurance that such incidents will not recur. If this situation is not satisfactorily resolved, I will have no choice but to terminate my membership.