System failure - how disappointing

I am extremely disappointed with Planet Fitness Linton's corner and the way your system conveniently seems to experience “technical difficulties” on a day when members are supposed to receive free activation.

It is incredibly frustrating that the system appears to work when members are required to pay, but suddenly becomes unavailable when the benefit is supposed to be free. From a customer’s perspective, this creates the impression that the system failure is being used as a way to prevent members from accessing a benefit they are entitled to, and instead encourages them to pay.

This is not acceptable. Members pay their monthly fees and should be able to expect the benefits and promotions advertised by Planet Fitness to be honoured without unnecessary obstacles.

I would appreciate a proper explanation as to why the system is repeatedly unable to process free activations specifically on the day they are offered, and what Planet Fitness intends to do to ensure affected members are not disadvantaged.

Please do not simply respond with “technical difficulties.” I expect this matter to be properly investigated and for an appropriate solution to be provided to members who were unable to take advantage of the free activation due to the system failure.

As a paying member, I find this experience extremely disappointing and it seriously affects my confidence in Planet Fitness.