1 reviews | Active since Apr 2014
Poor Customer Service and Account Management
<p>Good day,</p> <p>I would like to raise a complaint against Planet Fitness' for the appalling handling of my membership account with them. The company has debited my account for the past two months, but I have not been able to access the facility without being harassed about non-payment. </p> <p>This has happened over three occassions and I have called their contact centre regarding this last month. I went to the gym today and was met with the same situation. I pointed out to the front-desk staff that this is unacceptable and wanted the situation addressed immediately. I was told that they could not pick-up my account on the system and that the system was "offline". I find it strange that the company can easy access my banking details for a debit order, yet fails to pick up my membership when I want to make use of a service I pay for.</p> <p>Further over a 3 month cycle th company bills more for less frequent visits to the gym. So is this a round-about way of increasing my membership fee, as consequently I am not recorded as having attended the gym.</p> <p> </p> <p>This is unacceptable and shows poor operational capabilities on Planet Fitness'end. I do believe the percieved premium at Virgin Active must be worth it and will defiantly be considering a move to Virgin Active.</p> <p> </p> <p>Regards</p> <p> </p> <p>RSM</p> <p> </p> <p> </p> <p> </p> <p> </p>
Dear Member
We thank you for contacting us with regards to your query.
One of our member respondents will be contact to assist you further.
Yours In Fitness
Dear Member
We thank you for contacting us with regards to your query.
One of our member respondents will be contact to assist you further.
Yours In Fitness
In response to the above reply from the company I would like to confirm that I did recieve a call from one of their consultants., which was a futile attempt at complaint resolution.
The consultant called to tell me that my account is up to date, which comes as no surprise to me as I am fully aware of the their debit orders going through. When I explained that excess to the gym was the issue, the consultant could not seem to understand my frustration. I asked whether she had contacted the gym in question where I had been denied access and the answer was no. This tells me that no investigation was done to find out why this is happening and have little or nointerest in resolving the matter.
Also I was reminded that I have a 12 month contract. Truthfully I can't wait for the 12 months to lapse so I can join Virgin Active.
Further when I asked the consultant to speak to her manager, I was put on hold and the line dropped.
A word to hte wise, join Virgin Active.
In response to the above reply from the company I would like to confirm that I did recieve a call from one of their consultants., which was a futile attempt at complaint resolution.
The consultant called to tell me that my account is up to date, which comes as no surprise to me as I am fully aware of the their debit orders going through. When I explained that excess to the gym was the issue, the consultant could not seem to understand my frustration. I asked whether she had contacted the gym in question where I had been denied access and the answer was no. This tells me that no investigation was done to find out why this is happening and have little or nointerest in resolving the matter.
Also I was reminded that I have a 12 month contract. Truthfully I can't wait for the 12 months to lapse so I can join Virgin Active.
Further when I asked the consultant to speak to her manager, I was put on hold and the line dropped.
A word to hte wise, join Virgin Active.