Worst Admin Department anywhere, Zero customer service.

Let me start by saying that Planet Fitness in Fourways is an excellent gym, nice staff and a good atmosphere, but all this is ruined by their administration department. I defy you to try and speak to a manager to sort out an accounting issue - despite numerous calls and promises that Managers will call back it does not happen.

I signed a contract with them about 3 years ago and paid in advance, I told them I did not want a debit order because of the reports about how bad they were and due to my experience with Neotel when they just helped themselves to R12K over 2 months, which I never got back despite assurances. I was told that they would not accept a contract without a debit order signed and banking details, but not too worry because if I paid in advance they would not try and debit the card. Begrudgingly I gave them my credit card details - because you can always reverse payments on a credit card up to 3-months after they are taken.

Once the contract expired I agreed that I would pay them every 3-months so that they would still not debit my account. This was always a problem with them, they would give me the amount that was due, then at the end of the 3rd month they would try and debit my card for an increased amount that I had not been given.

So in December I get hold of the Manager at the club, we resolve all the issues - they agree on the amount that I owe for Jan/Feb/Mar and I duly pay the amount requested for these 3 months. I am good to go. During Jan/Feb/Mar they try and debit my card (which by now has expired) and then hit me with rejected / unpaid charges - but I don't owe them any money and they assured me that if my account was paid in advance then there would be no attempt to take money, so now my outstanding balance is being worn down with rejection fees. So by the time it gets to the end of the 3 months - there is not enough left to cover the outstanding amount - and I am told I can not go back to gym because I owe them money.

Once the new rules came out we decided to cancel our gym membership because we did not want to train with masks on - this was done in June, during the lockdown when they claimed to not be charging their clients. I got a call from them to say that I had to pay for September, because I am only allowed to give a paying months notice - apparently notice during lockdown does not count.

PLEASE can a manager call me from their admin department so that this issue can be resolved - but I doubt that will happen.