Planet Fitness tries to retain customers under false pretenses!

Planet Fitness - Retaining Customers under false pretenses!

After 2 years of having a gym membership with Planet Fitness, I decided not to renew as the class schedule does not really accommodate my work hours. I want to add that I never missed a payment and used the gym at least twice a week for the past 24 months.

I received a phone call after 2 days of logging my cancelation request from the Planet Fitness call centre. The call centre agent promised me a reduced fee, starting from February going onwards for an unlimited period, also a black tag for an unlimited period. I would then be on a month to month obligation with the gym. According to the call centre agent, my black tag would be activated on the 9th of January 2019.

I decided to agree to the retention offer, due to great terms offered. I asked for these terms in writing which I did not receive.

I invited a friend to a class (since I now have a black tag). Upon arrival at the gym, I was informed that the black tag was not activated and I must print out the confirmation from the call centre and bring it along next time I visit the gym.

I then called the call centre on 21 January 2019 to enquire when I can receive the promised retention terms in writing, as my club was asking for it.

Turns out, the call centre agent **** to me. The reduced fee and black tag was only valid for 2 months, and not for an unlimited period of time.

I am sure all calls are recorded from your call centre so I encourage Planet Fitness Management to go and listen to the recording of the conversation between myself and the call centre agent. I very specifically asked about the duration of the fee and the black tag and was **** to.

I find it very unsettling that loyal clients are **** to and that you try and retain people under false pretenses. Its unacceptable.

Needless to say - I logged a cancellation request again.

Disappointed with how I was treated!!