Planet Fitness – Waterkloof Ridge: Misleading Sales & Failed Cancellation Process

Planet Fitness – Waterkloof Ridge: Misleading Sales & Failed Cancellation Process

I am raising this complaint regarding my 19-year-old son’s membership with Planet Fitness (Waterkloof Ridge branch).

When he signed up last year, he was told by a sales consultant that he could cancel after three months with no risk. This was clearly misleading, as he later discovered he had signed a 12-month contract. I find it unacceptable that such sales tactics are used on young clients who lack experience with contracts.

After completing the contract term, my son went into the Waterkloof Ridge branch on 10 March to cancel his membership. The staff member assisting him appeared unsure, needed help from a colleague, and never advised him that the cancellation had not been processed. He also received no confirmation. He left believing everything had been handled.

In April, he was then contacted by the debtors team for non-payment. This was the first time he was made aware that the membership had not been cancelled and that a one-month notice period applies—something that was never explained to him in March.

On 18 April, he contacted the branch and was told, for the first time, that cancellations are not handled at branch level and must go through head office. He then contacted head office and was promised a callback by 21 April, which never happened.

On 22 April, he returned to the branch, where the same staff member denied ever assisting him. Although the membership was verbally said to be cancelled, he has now been told he must pay an additional month’s notice (May). He has repeatedly requested written confirmation of cancellation but has only received statements reflecting an April balance—no proof of cancellation.

This entire situation highlights poor communication, lack of proper staff training, and a failure in process.

Resolution required:

Written confirmation that the membership is cancelled Confirmation of the effective cancellation date Waiving of any additional notice period charges due to staff failure to advise correctly

Had my son been properly informed in March, this situation would have been avoided entirely. It is unreasonable to expect him to pay for the consequences of staff incompetence.

I expect this matter to be resolved urgently.