Active since Jun 2017
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9 reviews6 months ago
Dissapointing service
I called into the call centre to query why my vitality was reactivated and subsequently deducted from my salary. On 15 August, I received a letter noting that my vitality has been cancelled. I changed employer, DID NOT COMPLETE any vitality activation form, and yet my payslip at the end of September noted 2 vitality payments deducted. I called in and spoke to Honey who asked me to send the email I received in August. I had to call in to confirm if they received the forwarded email as all I received was an email noting that my vitality will be cancelled with effect end of October. That still did not answer my questions: who authorised the reinstatement without permission from me and who will refund my money? I called in again and the lady (Nicole) said she would get in touch with the billing specialist to see how they will work around my refund. She promised to return my call last Thursday, however, I have not heard back from her via call or email. The colleague I spoke to last friday said she would request Nicole to call me, however she could see that the notes on my case state that my vitality will be cancelled with effect August; so now I have 3 cancellation letters and still R798 that I WANT REFUNDED BACK TO ME! Get your house in order vitality and refund my money. I dont care if you do it via my employer or directly to me, but you cannot deduct membership for something I did not sign forms to reinstate.
53 replies
7 months ago
No response on refund due to client
I have been requesting feedback from Leonie and Siya who are meant to process a refund with no response. Tebogo from Renault centurion has been really of great help trying to get me a response, but still nothing has been processed.
265 replies
8 months ago
Tone deaf underwriter and ******** complaints team
To whom it may concern. My emails dated 11, 14 and 15 August, wherein the complaints team was copied in with no response bear reference. I called in twice and was advised that the complaints team has not bothered to acknowledge my email or provide a response as I did not send the email directly to you. I was also informed by a lady named Khethiwe that Ntsako from complaints had spoken to Tobias the underwriter who advised that my financial advisor (Queen) would be in touch to discuss the underwriting progress. I did not get a call or any email from Ntsako and had to call back on Friday, only to be told by Melo that complaints had a discussion with Tobias who told them that he is not aware of the second form that was submitted, which is a blatant lie, if he did not receive the second form, where does the confusion that Queen refers to in her email to me stem from? You can’t be confused if you only have sight of one form. I would hope that truth/honesty speaks to one of the ethical values of PPS as I have been dealing with an underwriter who is tone deaf and if your call centre people are not lying, is also a **** running with a narrative that is not true. As a complaints team, you have not bothered to follow your own process On Friday, I received an email from Tobias (mind you, he did not bother to reply to my emails sent in the past week). In his email, he still makes reference to a depression diagnosis that does not exist. For Context: In June, I reached out to Queen to inform her that I was changing jobs and have decided its best to keep my benefits at PPS. I noted my intent to return to PPS and get a sickness benefit cover and life cover. Queen expedited the process of quotes, and medicals with the nurse that was sent to my place twice; as someone who works quite closely with underwriting I completely understood why the second set of medicals was required. I then got a call from Queen on a Tuesday evening noting that I had been excluded for anxiety, to which I rep**** on the phone “that is understandable”. I proceeded to sign the document that she asked me to sign. At the time of receiving the call, I was still at work and could not go through the document thoroughly, which in hindsight I should have done, to ensure that what I was being told over the phone matched with the details on the policy doc. I finally found time to go through the document and that is when I realized that a list of mental health exclusions had been added. I reached out to Queen and requested to chat to the underwriter to understand why I was being excluded for a bunch of conditions I have never claimed for under the mental health umbrella. A meeting was scheduled and I unfortunately could not make it as I was pulled into a work meeting. I made an effort to get hold of Tobias telephonically and explained the following to him: My anxiety and panic attack diagnosis was circumstantial and caused by the work environment that I was in at the time. I changed jobs and its been 2 years with no incidence as the anxiety was environment specific. In his email, he noted that PPS may review the decision to lift the exclusion 2 years from now if I remain symptom free. I then noted that if we use his metric, then it has been 2 years with no relapse. He noted that a medical questionnaire can be sent to my doctor and then the underwriting decision will be reviewed upon receipt of the report/questionnaire. I sent an email to the last email address I had on record for the Dr’s offices requesting that they complete the form, when I got no response, I called the practice and was advised of a new email address. I sent the email again to the correct email address and followed-up until we received the forms. When the form came in on 06 August, I rep**** on 07 August with the following email, you will note that Tobias and Queen are in the email, therefore, your underwrite is WELL AWARE that there will be another report incoming: I then received an email from Tobias on Sunday the 10th noting that he had discussed the form sent and my diagnosis of DEPRESSION!!!!! Why did he proceed to discuss when he was in copy in the email that I sent back to the doctor and had the amended report sent to him on the Friday???? I would like us to apply ourselves here. If I was lying, why would I challenge an entire Dr who has my file at her disposal and note that the diagnosis of depression is incorrect? I intentionally copied Tobias in as I knew that Queen will send him the first form we received. I didn’t copy him in for vibes, I was hoping he would apply logic. The form was received on 08 August and I made reference in the email body to both Queen and Tobias to take note of the new form I sent an email to Tobias on Monday (which he chose not to respond too). Queen attempted to call me and I chose to ignore the call because at this point, I would like for all my dealings with both Queen and Tobias to have a paper trail. Queen sent me the following email in response to the email I sent on Monday I requested clarity on where the confusion stems from and attached both reports that the doctor had completed. I received no further response from Queen, your complaints team or the underwriter. Just silence on PPS’ end. This has been quite draining for me. At this point I was hoping we would have completed this process and have premiums going off. I could just let your underwriter get away with being tone deaf with my case, I could just let him lie and say he does not have the amended questionnaire when it was clearly sent to him, I could also just turn a blind eye to the email he sent on Friday that still mentions a diagnosis of depression when he is in an email that clearly refutes the diagnosis; but this is bordering on becoming ********* and I would like to believe that PPS takes pride in being ethical in their dealings. How is a complaints department taking the word of an underwriter lying about not having the second form and then closing it off without contacting me? I had to resend the form and evidence of Tobias being copied in to Melo on Friday. The feedback that complaints has spoken to Tobias was provided to me by Khethiwe and Melo when I called in. These are real people that you deal with on a daily basis. Real lives with real implications with the work that you do. I have asked for this to be escalated beyond Tobias and was ignored. And so PPS Complaints team, I write directly to you in the hopes that you will care enough to follow process. I will also have my complaint on hello peter and other social media until this is resolved. Once again, I am refusing to be underwritten with exclusions. My fight here is the manner in which this has been handled by PPS and the subtle bullying to accept a diagnosis that does not exist in my medical file. I am hoping we will come to a close on this matter in the coming week as this has unnecessarily taken up my time. Regards Pam PS: Images attached in email sent to PPS complaints team have been removed for POPIA reasons
1 reply
9 months ago
Underwhelming experience
Good day, I had a rather interesting dining experience last night with friends, and I say this as someone who is not new to dining at your establishment (breakfast, lunch, dinner, sunday buffet, private event... I have done all of these). My friend first introduced me to four seasons when he booked a dinner for my birthday, I was thoroughly impressed with the service that I have turned into a regular and even converted friends into picking Four Seasons as their preferred provider. We arrived yesterday for lunch and the following really left a sour taste in our mouths: 1. We were seated by the host (very friendly) who then left us. Our waitress didn't introduce herself, did not give us water glasses until we requested them. She overall seemed very "bored" to be assisting us. I got up, looking for the host, only to be met by a lovely lady named Tumi. I asked Tumi if we can get a different waitress because we are happy jolly people and definitely do not want to be served by someone who seems like they just can't wait to knock off. Tumi said she would change tables (not verbatim), this did not happen at all, nor did it seem like our waitress was briefed on our unhappiness with her service. At some point the waitress told us she would be taking a break and handed us over to a gentleman who was quite helpful until his shift was done. 2. My friend noted that her squids were too salty and requested extra mayo... Jay initially told us that the chefs said no, because there isn't any left. We asked that the chef come taste how spicy the squids were, Jay said he will revert with feedback... which he did, suddenly there was extra mayo 3. I could not order the oysters or the tuna taco because it was not available. What is the point of changing a menu and not having the items ready? We were told that the chefs were prepping for dinner, as a customer that has booked lunch, I do not care. If you have a menu, at least have most stuff available unless if the lunch customers aren't important to you. 4. My mac n cheese was macaroni and watery sauce, nothing to write home about. My friends t-bone tasted way better than my mac n cheese, prawns and burrger combined. I must say though that dessert was definitely worth the wait 5. I will give a large compliment to a gentleman named Mulalo. Everytime I drive in, that man greets you with a smile and is always helpful. 6. On our way down, we waited quite a bit for one of the cars to come by and get us (not the first time that we wait and wait while down there). Surely there is a way for the restaurant to call reception and alert them that people are coming down and need to be escorted back to their cars? It can't be that hard. The host that saw us out was quite cold. Your establishment has a mix of hosts and staff that are friendly and go the extra mile and then the other bit that just seems forever irritated... not a good look and quite uncomfortable for one to have to interact with such people. Overall, my experience was underwhelming that we went to Pantry and KFC to get food afterwards. I hope to be met with a better experience when I return next month :)
0 replies
11 months ago
Car service
I have been bringing my car to this dealership since 2017 and have always received really great service. I dropped my car of bright and early today for a service, I get a call to come pick it up only to be given back a car that still clearly has the service light and other lights on. I enquire on why the lights are still on if my car is fully serviced and I’m told they “forgot to diagnose the car”. This is just after 5pm. So why has my car been here all day? The car is clearly noting “check abs, check esc, check hill start assist etc”… so what’s there to diagnose? The service light is also still on. Why don’t we start there or is it because I haven’t paid a diagnostic fee?
116 replies
15 months ago
Rescheduling of pick up dates.
I purchased an item and logged a return. The return was logged on 07 Jan 2025. I received a call on 08 Jan asking me if I was home. I noted that I was at work, the consultant then confirmed that the driver will pick up the item on Thursday. Thursday, I waited all day for the driver to pick up only for him to call me after 16:30pm for a pick. I noted that I had waited all day for him and the least he could have done is call to let me know he is on the way before I stepped out. I received a call from the call centre and we arranged for Friday morning. I interacted with one of your consultants who then decided to reschedule the pick up for monday without discussing this with me. I have reached out to their instagram page, haven't heard back from the consultant who rescheduled my pick up. I have noted that I am not home next week so I am stuck with this item because a consultant decided to just change my pick up date. Your drivers also really need to learn to call to ensure one is home prior to dropping off. Other courier companies do it, why can't you?
0 replies
26 months ago
****TY SERVICE
I joined this gym in 2022 but in the past 3 months the service has been nothing short of ****TY from the sales consultants. I requested a conversion as I had changed medical aids and had a new vitality membership. I came in on 4 Jan to get the conversion sorted out. An appointment was booked for 4 pm with Lindo, he was not here and I was told someone else would assist me. The guy that assisted me apparently didnt do due diligence as my debit order for Jan was INCORRECT! I come back and Lindo tells me some story about how he had to attend to another client elsewhere (then why book the date and time if you wont honour it??) For some reason this "jot form" hardly works.... I come in, the lady at the front says the jot form isn't working, I go have my session and on my way out I meet Lindo who tells me the jot form is working and his colleagues dont know what they are talking about. We are almost done with the jot form when he says I shouldnt change my banking details as the change wont happen swiftly if the banking details arent the same. I change the banking details but forget to change the bank name (same guy who insisted on checking my every step like I am some child missed this part). He goes to the back to "check" and while he is gone, I notice that we have the wrong bank on the details.... I complete the jot form again... Lindo come back and I tell him that I have changed the details and corrected the bank name... He tells me I chose the wrong Lindo on the list of consultants so he will make use of the first form that we submitted and just make a note for the banking details to be changed Side note: This lindo gent is quite condescending in his approach. He also told me to go get my refund from the bank. I must go tell the bank to reverse a debit mandate that I signed up for because planet fitness ****ED UP????? Why is this a client problem???????????? Anyway... Lindo tells me he will make sure all is fixed... I dont hear from him all week until I visit the gym on a Thursday, He tell me he checked and we need to do it again (so if I hadnt come to the gym, I wouldnt have been informed?) On that day, I had had enough of his tone, and I remember the look on his face as he chuckled asking me "should I rather get you another consultant". this is after I told him not to patronise me. I said we can sit and fix it but he mustn't patronise me. I was told a Nic is at the back but cant help me because he is busy with another client. I returrned on the saturday and a Lady named Milly helped me. She even gave me a reference number assuring me that my account would run as it should... Please tell me why I just woke up to ANOTHER INCORRECT DEBIT ORDER!!!!!!! It is 08:12 and I am sitting at the gym asking that they fix it. Funny enough the manager is off and so I guess in his abscence there is absolutely no one to assist? PLANET FITNESS, AT THIS POINT I DONT EVEN WANT MY ACCOUNT CREDITED AS PROMISED LAST MONTH, I WANT MY MONEY BACK! How are you the biggest one in centurion and yet your consultants are so ***********!!!!!!!
450 replies
108 months ago
Debit order reversal
<p>So I went into an fnb branch today (forest hill mall in centurion)</p> <p>I was told I need to talk to a consultant over the phone to do a reversal as my reversal amount was over R200. I had to hold for close to Half an hour, someone evebtually picked up. I told the lady that I wanted to do a reversal on a debit order. the amount to be reversed was R204. the lady asked if I wanted to reverse and stop the payment; my response was no. she should only reverse the payment as I have already stopped the policy and it won't be deducting anymore. after ending the conversation and leaving the branch I started getting sms's that my debit orders were being reversed. Debit order reversals that I didn't authorise or ask for. this lady even stopped the debit order I told her not to stop as I knew fnb would charge me for stopping it.</p> <p> </p> <p>I went back to the branch to enquire about what was happening, they put me back on the line and a lady spoke on the other side, little did I know I was speaking to the same lady that messed up my debit orders by reversing them. when I explained the story to her she transferred my call</p> <p>I say there for over 38 minutes with no answer, eventually the people working in the branch asked if I knew who I was talking too so they could follow up, I said no. they lookedon their system and guess what!!! the same woman who messed me up was the same woman that transferred my call instead of helping me.</p> <p> </p> <p>Now I must run around explaining why my debit orders were reversed and try get them devoted again. I am so furious!!! Venice is her name ! </p>
56 replies
Review Distribution
5 Star
1 (11.11111111111111%)
4 Star
0 (0%)
3 Star
1 (11.11111111111111%)
2 Star
1 (11.11111111111111%)
1 Star
6 (66.66666666666667%)