Terrible Sales Onboarding Process

I was excited to join Planet Fitness when I moved to the area last year, however, I have since had a series of issues with my membership. My billing has been incorrect and I have had trouble adding my husband and children to my account. Additionally, I was promised a gym bag after my first visit but was told that there was no stock available. Several months later, I was informed that there were no bags available and no record of my request.

I was also informed that I would be charged R249 for my family membership, on Sanlam reality but I was later charged extra fees for tags for my children, who were never added to the membership. To make matters worse, I was double-billed every month after being sold a family membership.

I reached out to the gym staff for help, but I was told that the salesperson who assisted me was no longer employed at the gym and no one else was able to assist me in the absence of the manager, who has been sick for 2 weeks.

I also contacted the call center and head office for assistance, but I was informed that I would be contacted for follow-up. Despite being told that my complaint was on their system, I was never contacted and I have had to repeatedly go to the gym for assistance.

I am extremely frustrated with the lack of support and the poor level of service that I have received. It is unacceptable that I, as a customer, have to suffer due to the incompetence of the staff.