Rude Staff and Endless Issues

From the first week of January 2026, the swimming pool was cold and visibly dirty. Although this issue initially was during the first week of the year, it persisted for the entire week. At the time, I chose not to complain, assuming the problem would be resolved and maintained. Unfortunately, the problems have continued rather than improved. In addition to the pool issues, multiple members who use the gym equipment have mentioned that several treadmills and stationary bikes have also been out of order.

Between 20 and 25 January 2026, I was extremely ill and unable to swim. Given the condition of the pool, I genuinely believe this illness may have been linked to poor cleanliness and hygiene standards.

On 26 January 2026, when I returned to swim, I asked the receptionist, Usherdine, about the pool conditions. She stated that the pool temperature was 28°C but could not confirm whether the pool was clean. The pool was clearly cold (certainly not 28°C), visibly green, and the air conditioning was not working. This combination raises serious hygiene and health concerns and creates a perfect environment for bacteria to grow.

When I reported that the water was cold and not at the stated temperature, Usherdine responded, “Well that’s what it says at the back,” rather than offering to report the issue to management. The interaction escalated into an argument. Despite me clearly stating that I did not wish to speak to the management myself, Usherdine deliberately called her anyway. She then proceeded to shake her head at me and make comments to her colleague while the manager was standing right there.

When I had informed Usherdine that I would be contacting the Head Office, her response was, “That’s fine, you can talk to the Head Office, but they’re closed now.” This was the dismissive attitude this receptionist has.

I further explained that as a receptionist, the appropriate response would have been to report the pool temperature issue to management, rather than argue with a member and escalate the situation. I requested an apology and was assured that I would get one and that all staff would be spoken to regarding this.

This is now the third time I have had to contact the Head Office regarding staff at the George branch arguing with members instead of listening to concerns and escalating them appropriately.

On the morning of 27 January 2026, I returned to the gym to find that there had been no apology and no improvement to the pool conditions. Ushrdine Erasmus, the receptionist, told me in fact, that I am welcome to do what ever I want.

This raises serious questions: Do reception staff effectively run the branch? Is this manner of handling member concerns encouraged by management? Are staff instructed to argue with members who report issues?

The customer service and conditions are shameful and Planet Fitness should be embarrassed as a whole.