Poor to average customer services at planet fitness in fourways

The pool at planet fitness fourways is used by senior citizens mainly for aqua aerobics. This is for the****utic upkeep to keep the seniors in a healthy state. This pool works infrequently and is generally out of commission for about plus 4 months in the year due to inconsistent breakdowns. Planet fitness does not have maintenance contracts. When there are major breakdowns, they have negotiate the best prices to get this pool fixed and working again. This takes a dramatic turn as the contractors used are in effective and the pool is only fixed after a number of attempts and hence the delay in usage. This year alone the pool was out of commission during the period may to july. In the interim we have a lot of frustrated memmbers at the gym. History on the gym records would show all the issues of breakdowns and non usage of the pool.

Another one of planet fitness concerns are their administration. The rules are not customer centric and most of their staff work of a company script to deal with queries and investigations. On 1 august, I reported to them that they have debited my account with incorrect fees for my spouse and myself. I was asked for 3 months of my bank statements to investigate the query. I refused and gave them the transactions that took place on the said date. They got back to me a couple of weeks later and admitted that there was an error on their part. I asked for a refund of my excess payments and did not want a credit on my account. On the 29 august I got an apology and they stated that I would receive my refund in 7 days or so. On 12 September they closed the query stating that it complete and now closed. Effective today the 16 September, no refunds as taken place as yet. My concerns are that planet fitness is not a customer centric organisation. They have one sided rules and procedures that do not include good customer relations. Most of their staff are *********** and work of a script as stated previously. I have spoken to many of my colleagues and other acquantenances and all of them have similar problems that we have experienced. My reasons to note my concerns are people must look at gym contracts very carefully before being locked into dispute ridden poor customer services. I have spoken to and kept the club general manager informed of all my concerns. He did apologise and stated that he is trying his best to accommodate all my concerns and some of it is not within his control.