Poor service

I was planning on joining Planet Fitness, but due to technicalities with my current gym, I could not continue to join. I was at their Plattekloof branch on 28/09/2020 at 18:20:17. They asked that I sign the contract and swipe for my access tag, payment receipt no 19770. If I do not manage to cancel my existing gym membership at my current gym, I can call there Call Centre and cancel the contract immediately. I informed them on 02/10/2020 that I was not successful in cancelling my current gym membership. They requested me to call their Call Centre on 02/10/20 in order to cancel it because I am still within the cancellation period. I called them at 13:58 and spoke with Anzaam ref no: PF***, who confirmed that the contract will be cancelled. I was assured that my tag fee as well as my wife's of R125 will be refunded within 14 days time.

However, on 26/10/2020 a debit order for an amount of R339.60 was raised against my bank account.

I called them this morning at 08:28 and spoke with Anna call ref no: PF***. Who said that she could see that there is a request for a cancellation. I requested to speak to a manager during the course of the morning. Anna escalated my request but did not inform me that there mangers is not available.

I called them again at 15:43 to follow up and was informed by Cassandra that she can see that my request was escalated but there managers were not available today.

I expect a manager to call me on 28/10/2020 during the course of the morning to inform me that my contract has been cancelled, that both my wife and my activation fees (R125x2) and the debit order amount of R339.60 will be refunded to my bank account. I am not willing to wait for 14 days for the initial 14 days has already expired.

Planet Fitness is only interested in signing people and for new business, but they have no customer service for anything other than becoming a member.

Very disappointed in their poor service.

Regards Mr Turner