Planet Fitness: Zero Ownership, Zero Customer Care

Very disappointed with Planet Fitness service. Proof of payment was sent over TWO weeks ago, yet my payment still hasn’t been allocated and I’m repeatedly denied access to the gym. Every visit turns into an argument with reception, and nothing ever gets resolved. We’ve also been struggling with the Planet Fitness app for weeks – it often doesn’t work, but staff insist we must use it. Reception staff (Roshelle and Chane) show no ownership or interest in helping, and seem unable to solve basic issues. To make matters worse, when I asked for a complaints or management email address, reception didn’t even know one and had to phone around. When I requested the manager’s email specifically, I was told to “just email reception” – the same reception that can’t assist in the first place. I pay R800 per month and still struggle every single time just to access a facility I’m paying for. Extremely poor service, lack of accountability, and no customer care.