Planet Fitness Membership Misrepresentation (Exploitative Sales Practices) and Post-Sale Contractual Concerns

First, I want to say that the Consumer Goods and Services Ombud has become a dysfunctional institution just as many others in the "new South Africa." What a waste of my time!

After over a month, the case was neither closed nor further communication, thus I made my own conclusion that they were unable to assist me.

Anyhow, my main complaint concerns Planet Fitness and how my gym membership was sold and subsequent premiums app**** to my account. Apparently, I am not the only one - two of my colleagues, whom I recently shared this with, have had a similar experience. Out of fear of being blacklisted, they succumbed and paid the premiums at a rate that was not disclosed to them, but was in the contract they signed.

I joined the gym on 25 November 2025 under the understanding that my membership premium would amount to approximately R448 per month, given the Sanlam Reality discount. However, from March 2026, my monthly debit order increased significantly to R888. Upon following up on the unexpected increase at the beginning of May 2026: 1. At Brackenfell gym facility, where I exercise, I was told to call the call centre as they don’t deal with account matters. I found this odd, as in when joining there are sales and admin people within the facility, for any account related matters there is neither an interest to listen nor availability of people to provide support. Instead, customers are instantly referred to calling the care centre. Nonetheless, 2. I was informed for the first time that maintaining the discounted membership rate was subject to attending the gym approximately 19 times per month through a rewards arrangement. This important condition was never disclosed to me at the point of sale, and I have record of the discussion.

At the time of joining, the sales representative merely referred generally to a “Sanlam Reality benefit similar to Discovery Vitality,” without clearly explaining: 1. that the presented rate was conditional; 2. that there was a minimum attendance requirement attached to the discounted pricing until I contacted the rep in March; 3. that failure to meet the attendance threshold would result in my membership reverting to the substantially higher standard rate.

Had this been transparently disclosed, I would have never entered into the agreement under these terms. The requirement to attend gym approximately 19 times per month is unrealistic for me due to both personal and professional responsibilities, which make such attendance expectations unrealistic over and beyond unsustainable.

Despite the membership being sold using exploitative sales approach, where material information affecting the actual cost of the agreement was not properly disclosed upfront I did not ask for membership cancellation, rather that my membership fee be reverted to the originally presented premium. Alternatively, the attendance-linked penalty or pricing structure be waived in my case.

After a month with lies or excuses about call centre agents trying to reach me to avail, and when I challenged this in my email dated 05 June 2026, there was no further communication.

On 09 June 2026 I sent a WhatsApp exchange with their sales agent as supporting evidence. This was neither acknowledged nor addressed, instead, I got an email advising me that "following escalation the case was closed." In that email, they referred me to the contract I had signed. How does everything presented to them constitute a valid contract that was signed after the membership was sold? How can they have the audacity to refer me to the very contract whose terms or circumstances are the subject of my complaint?

A week ago I received an SMS instructing me to make a payment within 24-hours. This payment is based on a disputed membership fee. How come? Is this perhaps because they believe they have the upper hand, as they would list me with the credit bureaus if I do not pay the disputed amount?

Hello Peter, please assist with this for a reasonable resolution, which is to revert the fee to what was originally presented to me when it was sold, and the block on my account to be lifted.