Planet Fitness Keeps Referring to Contract Terms but Refuses to Provide Supporting Calculation

This matter remains unresolved almost five months after I first raised it with Planet Fitness on 15 January 2026, today it's 10 June and it's escalated to the CGSO.

My query has remained the same throughout:

Planet Fitness informed me that my membership fee increase was based on the higher of 10% or CPI, as provided for in the contract. I therefore requested the specific CPI percentage and calculation used to justify the 16.18% increase app**** to my membership.

Despite numerous emails, follow-ups, meetings with management, and internal escalations, Planet Fitness has never provided this information.

The matter was escalated through: - Customer Service - Club Management (Plattekloof) - Regional Management - Legal Department

I was repeatedly promised feedback and resolution, yet those commitments were not honoured, but management and regional management walks around the gym - so they are there and can respond - no excuse!

In March 2026, Planet Fitness requested additional information relating to Discovery Vitality and a main member change. I provided a detailed response and supporting documentation on the same day, including proof from Discovery that my benefits, status and associated rewards remained unchanged.

No response was ever received to that information.

The matter was subsequently escalated to the Consumer Goods and Services Ombud (CGSO), where it remains under investigation.

I am disappointed that after nearly five months, Planet Fitness has still not provided a direct answer to a simple contractual question or supp**** the calculation supporting the increase they app****.

I remain willing to resolve the matter amicably and simply request transparency and compliance with the terms re**** upon by Planet Fitness.