1 /5 Berna Mazici: Following months of repeated and confusing emails regarding management changes, entry system updates, and temporary closures, I reasonably considered my membership cancelled. Despite this, I received a phone call today demanding payment for three months’ fees. The staff member who contacted me was dismissive, unprofessional, and lacked even basic customer service skills. He immediately resorted to threats of referring an alleged outstanding balance to debt collection, rather than attempting to understand the situation.
This experience alone has cost the gym three customers: myself, my daughter, and my partner. My daughter had been prepared to join, but after the appalling conduct displayed, that will not be happening.
The previous team were attentive and genuinely cared about members. Since the management changes, the gym has become noticeably empty — and it is not difficult to see why. The equipment is frequently unavailable, several machines have been out of order for extended periods, and gaining access has become nearly impossible.
On three separate occasions, I attended the gym specifically to resolve issues in person, yet no staff were present. My key fob repeatedly failed, and despite following the instructions sent via email — including updating details and attempting to register for the new facial-recognition entry system — the link provided did not function. As a result, I was denied access to facilities I was actively paying for.
To the staff member who called me today: you insisted that no such email or link was ever sent. I have photographic evidence of it. I followed every instruction given, and the failure lies entirely with the gym’s systems and communication, not with paying customers.
It is unacceptable to pursue members for payments when those members were prevented from accessing the service due to the gym’s own operational failures. Had staff communicated effectively and shown any degree of professionalism or understanding, this situation could have been resolved amicably. Instead, poor customer service and an aggressive approach to alleged arrears have driven away three customers immediately — and likely many more.
Do not respond with the usual generic statement. Email responses from this gym have previously taken weeks, during which I was already unable to access the facilities due to your own system errors. I am in fact owed money for the period during which I was denied entry despite having paid.
This matter will be taken further. I strongly advise others to avoid this gym at all costs. It is not worth the money, the stress, or the complete lack of customer care.
