fitnessfirst.com.au

The hot water system or sauna is broken at least once a week. Staff (especially the counter) are not friendly. Once you join an annual membership, no way to cancel.

Told have to pay for the 28 day cooling off period even if I showed up with a medical certificate, physically impossible to do gym! Guess they will still ask a dead person to pay for the 28 cooling off period!

After a year on fitness first they are accusing me of breaking their equipment and have footage to prove it but refuse to show it. Saying that it CLEARLY it is me breaking it after reviewing all of the footage. Currently waiting for their "legal team" to take action.

Worst Experience With Fitness First Germany!

Terrible Customer Service. I joined Fitness First Hannover and moved to Hamburg for an internship. Changing my Home Club Location was easy cause I had the job contract, everything else a nightmare. While I was living in Hamburg, my mail still got sent to my old address in Hannover. Without calling me or just telling me when I was visiting the club in Hamburg, they send ONE warning letters that there were some payment issues. Afterwards they started suing me for it and I ended up having to pay $1000. I moved to Latin America afterwards and paused my membership for 6 months. After 5 months, I told them that I would be back to Hannover soon and that id like to change my location from Hamburg to Hannover then. I finally got a response after 14 days that the location in Hannover closed, so they cancelled my membership.
All this happened 2018-August 2019.
Now, February 2020, I get a demand of $1500. After multiple phone calls, (complicated since I live in California now) trying to find old e-mail correspondence, they finally apologized for this inconvenience. I'm beyond disappointed since training there is pleasant, but I don't have any words for their policies and customer treatment are

I am a member of Sydney Bond Street gym (Platinum but not a 24/7 gym) and tried to activate 24/7 access at Shelly Street and Market Street. Upon arriving at Shelly Street 24/7 after work 5:30 pm on 21 December the lady at counter clearly just wanted to get out (she finishes at 6pm) and blatantly refused to help, in a very condescending way challenged why I didn't come earlier during the day or use a 24/7 gym as home gym. Then I was asked to go to another gym on market street for 24/7 access. At market street gym the staff again refused to help, asked why I didn't join market street gym as home gym and told me to come back next Monday 24 December 2:30 pm.

When I came back to market street gym 2:30 pm the staff again refused to help and ask me to come back at 3pm. Then at 3pm, after $25 "upgrade" fee and issuing a new card they claimed I should be able to access any 24/7 gym after hours.

Coming next day and surprise the card doesn't work! Here I am getting turned away 3 times over 4 days, treated poorly, $25 additional fee out of pocket and still can't access the gym! Terrible service and incompetent staff!

Regarding fitness first CHATSWOOD- this is a couple of years ago, had a free trial ticket, person kept leaving messages on phone harassing me to join. and bragging that ive had a free trial day of the value of $27 which was a rippoff. not the cleanest place either, they skimp on the cleaning.

I was trying to cancel my membership on the day my contract was over. I made sure to keep track of when it was over because I currently can't pay the fees as a student whos looking for a job every cent does count at the moment so you would imagine the anger I felt when they told me there was a 1 month period of when the cancellation will be finalized which means I will be charged another two times. With money, I don't have at the moment.

I really feel like this was a ploy made by fitness first knowing people will choose to cancel and when they can't get you for a "half- price deal for 2 fortnights" they will take money from you for another month before they let you go. It makes me sad that this company just seems so money hungry and I can't feel that they genuinely care about their customers or their satisfaction otherwise they wouldn't pull these tricks.

Attached is the email I sent to Fitness First Management the night that the NEAR DROWNING Incident happened (on 28/5/19).

My email sent:
"Christopher had a swim lesson tonight from 5:30-6:15pm. In the last 10 mins or so coach Simon still in the water and Bahar (the supervisor) instructed from the stand of his lane. ( I had a phone call and briefly absent) Christopher later on told me that he was feeling unwell as he had chocked some water from previous dive and told Bahar that. But Christopher was told by her that he got to continue with 2 more Butterfly laps and “not making excuses”!

Since my boy has always been an obedient student he swam on . On my return from my phone call the lesson just finished and he looked pale and out of breath and could not even walk properly and I ushered him to take off his swim suits in the toilet. There his eyes all red and puffy and whizzing and wanted to vomit. He couldn’t even stand and had to sit whilst I helped him to get his dry clothes on!

As we walked out, I told your staff Erryn the whole episode who was very shocked to see Christopher so unwell and upset. She was very kind and walked up to Bahar and explained whilst I was staying with Christopher as he was so unwell. Then I saw Bahar then walked away.

To my shock I rushed up to tell Bahar what had happened. Then I got a ridiculous answer asking me what happened?! Then she told me she is only a supervisor and not an instructor despite she was the one telling my son to keep swimming eventhough my son had told her of his unwell!!! At that time, I had no time to spare for your unprofessional supervisor!

I then met my husband at the entrance and we immediately decided to call the closest medical centre for help. We hurried out to the doctor straight away.

Attached below is the GP’s diagnosis. Mind you Christopher doesnt have asthma. We hope he wont have any lung infection from this episode but the doctor cannot rule out such probability. The doctor also proves that there are some symptoms experienced by him following his swim and not advising him to swim for the upcoming times.

Also, since we felt so so let down by your irresponsible supervisor, rather than putting our son at risk again, we decided to cancel the rest of his swim lessons. Please kindly refund our monies as it was not at fault but your supervisor’s negligence.

We are so shocked and disappointed with your current unprofessional uncaring negligent supervisor Ms Bahar.

This swim school that we used to love need a much more responsible professional supervisor like ones we had before but definitely not Bahar. She simply is putting our kids at risk!!!"

But up to now no apology or management reply in writing or verbal to apologise. BAD! Very bad this swim school. They simply dont care. We were only told over the phone after the incident telling me that their people work hard and Blah blah blah but what is it to do with the fact that my boy near drowned and even the doctor that night warned us of potential lung infection! STAY AWY FROM THIS SWIM SCHOOL OR YOU WILL REGRET with great LOSS !!!!

On the day of signing I was just told there was a two week cool off and no clear mention of fees or needing to pay off the rest of a contract if I want to terminate after that period. At Virgin Active they have a much clearer sit down and explaination. In fact at FF I wasn’t even aware that they put a 12 month contract in front of me to sign... it’s SO shady as they have this little digital device that zooms in only into the LITTLE BOX of the contract’s signing area, so you don’t really even get to READ the contract.

This is terrible and biased UI/UX design.

You just get handed a small leaflet that’s supposedly is meant to explain the details. Only when I want to quit have I tried to find the real information. The process to cancel membership is archaic and meant to be hard to understand and navigate on purpose. TERRIBLE service and dishonest in this day and age. Taking my money elsewhere.

Read before you sign and don’t trust what they say in front of you. Just don’t sign and support local people owned gyms - not a huge corporation that finds that screwing people over is worth it for a substantial “return on investment”.

Have been with Fitness First for over 5 years and wanted to cancel because I'm a bit tired of overcrowded clubs and wanted a change.
I have been told that I need to pay the day after I cancel and then in 2 weeks I pay again for not using the gym?!? I thought all the useless fees for not using the gym came at the start of the membership not the end...?

Seems like a huge rip off and I'm not sure they can provide the contract I signed back in 2012 that agreed to this.

That is such a poor way to reward loyal customers.

Seriously...over 5 decades of being a good loyal member and get treated just like another number.

With the plethora of various gyms in Sydney now (including a lot of 24/7 ones) I will be joining another gym and NOT be recommending FinanceFirst to any of my friends or work acquaintances.

Was past the end of a one year period of a platinum black label membership, over 4 months of which I was unable to access platinum amenities due to renovations, and half of the gym's equipment was inaccessible (with no recourse offered to black label paying members). Post end of 12 month period they refused to give relief to their minimum 1 month cancellation policy.

Very little offered above 24 hour low cost gyms with flexible memberships, and when they get the chance they will take advantage of you financially. Dont waste your time or money

Some idiot when I first joined put my name under 2 accounts. One for a free trial and the other my paid 3 month membership (Same problem someone else mentioned signed up for 3 months - 6 months later I'm still being billed. No one told me about the 28 day notice rule when I signed up so they kept charging me. Seriously how is that legal?

Everytime I go into the gym I am asked a million questions if I actually go to this gym as they only can see the free trial account, asking am i sure I'm a really a member. Also providing countless items of ID. Today it went on for 10 or mins and only came for one class which I almost missed.

Yet no one actually bothers to fix the problem and I come in everyday with a different staff member interagrating me. It's been going on weeks if not months and not one person has tried to fix for the problem.

Also the card that they've given me has never really worked 6 out of 10 times I have to go to front desk- no one's ever bothered to replace the card.

Terrible customer service! I only stay for Zumba. Wish I read all the reviews before signing up for a membership with them I think I will contemplate going with Virgin instead

The owner(s)/manager(s) of this establishment refuse to attend to concerns raised by patrons and members regarding the poor condition of the equipment which continually breaks down. If and when the equipment is repaired, it is poorly done. The equipment is old, dirty and dusty. Front desk staff are often seen staring at their phones and bored. I have never seen a PT staff member make any attempt to demonstrate correct exercise technique when patrons clearly have not idea how to use the equipment. This facility is definitely NOT 'Platinum' worthy. Management and staff are eager to have you sign up and once you've joined, completely ignore your complaints. SHAME, SHAME, SHAME.

Been a member for 6 plus years. About 2 years ago I changed to time out (max 4 visits per month), and visiting Mosman every Saturday for that time. Today I was told I would have to pay an additional $10 to do my class for no reason other than apparently I signed up at another club all those years ago. These staff at Mosman are aggressive, rude and petty. Goodbye FF. The good news is there are plenty of other options and I’ve already joined a new gym. When will you learn the importance of service and retention?!!

I was a member at Cottons for almost 5 years. Over the summer I had to leave the UK abruptly due to serious family illness.
At first I froze my membership, which the member services manager Laura was happy to help me with. A few months after I couldn’t return and needed to cancel. I tried to contact Laura or any manager there by multiple emails, phone messages with the front desk and the website contact form. I was never responded to and had to resort to messaging head office on the Facebook page and Twitter.

Really poor service (and HEARTLESS since that manager knew my situation) from Fitness First Cottons. Just so you know, if one of your parents is dying and you need to cancel your gym membership, FF Cottons does not care. Just adds to my experiences that ‘gym people’ are THE WORST.

I cannot see why a person cannot cancel a fitness first or any other gym contract at any stage.
A gym membership is not a major construction project. FF want 28 days notice and medical certificates. Why should doctors have to waste their time filling out medical certificates for Fitness First, how can FF contract doctors or compel them to fill in doctors certificates. These sorts of contracts make lots of profit off young people who take out a contract in good faith and find that they can't afford it or lose interest in exercise. No gym contract should have any time period and all contracts should be able to be cancelled immediately as per life insurance contracts which can be cancelled over the phone on. Politicians get your act together and legislate.

A member for 7 months , everything is pretty dirty, especially the pool, water temperature never same, lockers broken, spiders( I saw a big huntsman), while changing in the changing rooms? so sad I didnt have my phone with me.

have been a member for over 10 years and cancelled after my freeze ended due to having a baby. Got slugged a $72 cancellation fee for some bs 28 notice period??? I have been out of contract for 10 years. Ridiculous. It doesn't take them 28 days to cancel a membership so why would I have to give them this notice period and get slammed a fee for a membership I no longer use. So shonky!

After 7 years with Fitness First, i added my partner to my membership and not only we had to pay for joining fees but our membership fees are going to increase of 2% every year even if i joined before they put in place this new rule. I don’t think I’m going to renew 1 more year...

Fitness First can be more vigilant and responsible in explaining to the customer on the 28 day cancellation process as they expect us to pay one more time the fortnight payment $59! It's just a waste of money and when enquired, they are advising that legally they have mentioned everything in their agreement. It's ridiculous when people write pages on agreement and expect every joiner to go through the whole document and waste our time rather they can explain at the stages and by the looks of it they intentionally avoid advising the cancellation process and not to bring it to the attention of the customers. I am definitely not recommending FF to any of my network as there are heaps of other gyms available with better options and affordable prices.