Shocking customer service at Planet Fitness

When COVID-19 came to SA with the first hard lockdown in March I lost my job in the hospitality sector. In April I called the accounts department at Planet Fitness and requested that my membership be terminated due to unemployment. I was informed that the gym would be closing and that all memberships were on hold until further notice. I informed them then of my situation that I needed to cancel my membership.

Then again in June/July after hard lockdown I eventually got hold of someone as their offices were apparently closed during hard lockdown. I informed them again that I wanted to close the account with them as I am unemployed. The call centre lady told me again that they can suspend my account until end of November at which time I must phone them again and request the cancellation. This is now the third time I requested it cancelled and membership terminated. In addition to this I submitted at least three requests on their communication portal off their website to cancel my membership.

Then in November I get a part debit order which I assumed was my cancellation fee so I didn’t call their account department. Then again end of December ‘20 I got a full debit off my account... I called them explaining the situation again and was told that “no I didn’t call and cancel the membership at the required time!”(now at least four requests to cancel). Needless to say I was furious but eventually accepted it.

Then again now in January another debit off my account. I spoke to their call centre person who proceeded to tell me that the membership was only cancelled on the 4th by the retention department and they would need to further query my request. (Which basically means ***** the customer and take him for everything they can) How can the corporate heads of this business be so small minded. These expenses incurred after following procedure their procedures patiently, are difficult to absorb. They hide behind their call centres and throw common decency out the window along with customer service for someone that for all intended purposes would have returned to Planet Fitness once my financial situation is resolved. I will never step foot in another Planet Fitness again. Absolute shocking customer service and completely ill equipped staff to handle these situations.

Clearly they don’t give a single stuff about their brand. I strongly urge anyone considering taking out a membership with these big health clubs to rethink and give the small guys a chance they actually work to keep their customers and deserve all the help we can give them.