SZ
Sue Z
1 reviews | Active since Jun 2011
14 Jun 2025, 08:14
Planet Fitness Plattekloof take what they want from your account
Shocking customer service. Struggling to get a refund for money they took incorrectly in the very first month. I complained immediate when it was taken and the Sales Guy just said "No no I will sort this out immediately, leave it with me". I have been messaging the Sales Consultant constantly as I need it back - getting empty promises and two weeks have gone by. They are quick to sign you up and earn their commission but slow to help when something goes wrong.
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Replies (2)
Planet Fitness's replyOfficial
18 Jun 2025, 08:47Hi Sue,
We're truly sorry to hear about your experience, and we appreciate you taking the time to bring it to our attention.
This is certainly not the standard of service we strive to provide, and we sincerely apologise for the frustration and inconvenience caused. We understand how important it is to resolve billing matters promptly.
Please rest assured that we are urgently reviewing your case and will be in touch shortly with an update.
Kind regards,
The Planet Fitness Team
The Planet Fitness Team
Planet Fitness's reply18 Jun 2025, 08:47
Official
Hi Sue,
We're truly sorry to hear about your experience, and we appreciate you taking the time to bring it to our attention.
This is certainly not the standard of service we strive to provide, and we sincerely apologise for the frustration and inconvenience caused. We understand how important it is to resolve billing matters promptly.
Please rest assured that we are urgently reviewing your case and will be in touch shortly with an update.
Kind regards,
The Planet Fitness Team
The Planet Fitness Team
SZ
Sue Z's updateReviewer Update
18 Jun 2025, 08:59Thank you for replying on Hello Peter. I did receive a call from the call center yesterday to verify my details for a refund but was then told it will take 15 working days!!!! So your statement that you understand how important it is to resolve billing matter promptly does not hold any weight. 15 days is ridiculous when it can be done within 1 working day when you took money that was not yours to take. Totally unacceptable - the money was taken at the end of May - reported in person to Planet Fitness on the same day and now I'm told the request for a refund was only submitted now hence why it will now take 15 days to process - so I must wait a further 3 weeks to get money back that you took in error because your staff are clearly not trained how to handle a person walking in and lodging a billing complaint.
SZ
Sue Z's update18 Jun 2025, 08:59
Reviewer Update
Thank you for replying on Hello Peter. I did receive a call from the call center yesterday to verify my details for a refund but was then told it will take 15 working days!!!! So your statement that you understand how important it is to resolve billing matter promptly does not hold any weight. 15 days is ridiculous when it can be done within 1 working day when you took money that was not yours to take. Totally unacceptable - the money was taken at the end of May - reported in person to Planet Fitness on the same day and now I'm told the request for a refund was only submitted now hence why it will now take 15 days to process - so I must wait a further 3 weeks to get money back that you took in error because your staff are clearly not trained how to handle a person walking in and lodging a billing complaint.