Planet Fitness - WORST SERVICE EVER - STILL NO HELP

To whom it may concern,

I joined Planet Fitness in June 2018; I registered at the Claremont Western Cape Branch while I was there for work. I signed a contract for a National Membership (Sanlam reality) Package, because I travel a lot for work, but still want to keep a healthy lifestyle in between a stressful work schedule.

When my travel ended end of July, I went to the John-Voster (Centurion) Branch to pick up my national tag, as Claremont did not have any in stock. They could not help me as I do not show a a national member.

I then went to the Hennops-park (Centurion) Branch to see if they can help me. The consultant said the same thing. However, a least she gave me a blue tag (local tag), and allowed me to enter the gym.

The next day I called Planet Fitness’ Call Centre and logged a query (REF: PF ********** ). A week passed and still no feedback. Yet again, I call the call centre again. The consultant then escalated the query and notified me that the system in order to change my membership from local to national is off until September.

Waiting for a day to be contact just seemed to be a dream as September passed and no feedback. I then got an email, saying that the case have been “closed” (REF: PF ********** ). Furious I called the call centre again and the consultant said she will loge a query to the branch, as they need to change it on their system. Feeling like this is not going anywhere, I called Claremont Planet Fitness myself to sort it out myself as I am not receiving any help. The consultant at Claremont took my details and said, by the end of the day I would be, contacted. Yet again, NO CALL, NO EMAIL, NO HELP.

Today I called Claremont again and they put me through to the sales consultant that sold me this amazing non-usable package. He apologised and said that I need to contact Sanlam Reality to change my membership. Furiously I called Sanlam. I spoke to Trevor who logically pointed out that this is not a discount related query and that Sanlam Reality only supply discount to gym membership packages and do not help in gym contract/membership package related queries. He revered me back to the Claremont Branch…

As you can believe, I am not a very happy customer and feel like I have wasted thousands on a gym that sold me a package I cannot use. In addition, to top it all off I am bound to a contract that I still have to pay off monthly.

Kind regards, Janine