Surge Fitness

I am astounded at the number of positive reviews for this gym. It is because of these that I once again agreed to join a gym. Sadly my experience has not been remotely nearly as positive. Is it that we, who see the real, not so glossy side, walk away from reality and do not take the time to post so that the other side is not heard? I am taking the time to post so that others can make a more informed decision before joining Surge Gym Clarkson.
I joined in good faith—the salesperson, the same one who promised that there would never be a lock-in contract, booked a personal training session five days later, explaining that everyone was busy. I arrived for the session fifteen minutes early. I was showing professional respectfulness and courtesy. I was greeted and told to warm up, and the person will be with me shortly. Forty-five minutes later and thirty minutes after the personal trainer was scheduled to arrive, I still sat on the exercise bike waiting. I decided that something was amiss. Has the trainer gone to the wrong person? Am I invisible? I go to the front desk to enquire. The personal trainer is away. Sick? Flight back was delayed, etc.? They will call me shortly. This was Monday. By Friday, I hadn't received a call. The salesperson called to follow up. Hope? I thought. I received a vague explanation and an apology with the offer of more personal training sessions and a rebook.
Okay, take two. The next session was with a new guy. Of the 60 minute session, he spent 40 minutes trying to sell me $450 worth of personal training sessions and encouraging me to sign up for them with him. In this time, I managed to say that I am interested in building my core body strength and use free weights and machines for my upper body strength. I stressed that my knees are a concern, and I did not want to pressure or stress them and asked to work around them. When we finally got to the 'personal trainer workout', he asked me to do walking lunges, squats, leg presses and leg curls. Am I completely invisible? A nothing, not, heard…? There were only five exercises in the reporter. He did not walk me through weight machines, show me a workout for core body or upper body tone/strength, or leave me with an exercise regime that I could take away and use as a basis for my membership workout. At the end of the hour, I said thank you and that I wanted to do some more training, he said that I couldn't and needed to do a 'warm down' now.
I was left entirely unmotivated, and though I've tried to use the gym since, I haven't felt welcome, at home or motivated.
What's more devastating is that after three months of reflection, I've asked to cancel my member ship and given the one-month notice, which was what I was told was necessary to cancel. This is the problem, at this point, even though they acknowledged that I was not given the service as described I was informed that I would need to keep paying for six months. My contract has no specified time on the written document which is what the salesman told me when joining.

I have sought advice from the ACCC who have registered this complaint, and they have advised me that
The Australian Consumer Law provides consumers with the right to truthful and accurate representations when buying a product or service. This means that businesses must not mislead you with statements that are incorrect or likely to give you the wrong impression. This rule applies to information that a business provides you in any medium, including when talking to a sales representative, on packaging, in online shopping forums or social media.
The Australian Consumer Law also allows you to cancel a contract without penalty if:
• the seller misrepresented the products, services, terms or conditions
• a service does not meet a consumer guarantee

I have been a member at Surge Fitness Wanneroo for years the staff are amazing super friendly and there is a great range of equipment and they have a huge choice of classes including reformer definately the best gym around

I joined Surge fitness Wanneroo 3 months ago. I was told there would be 3 personal training sessions to get me started and do a programme for me. this was what I wanted, I only had 2 sessions and was given my programme. I was told that it would be reviewed in 8 weeks. that hasn't happened and I asked one of he trainers about it. I was told that the only way to get it changed was to get a personal trainer for a price. was quoted $65 for 45 minutes. I have been to other gyms and they review your progress every 3 months. I am on a 12 month contract having my money taken out every week. I do not want to stay on the same programme for 12 months, it can get very boring.
you do not get told these things when you sign up.
Having said all that, I am enjoying the gym.

I've been a member for 9 years, I have watched the gym grow and improve. In my experience, the staff are very friendly, the classes are good ( especially Jayne ) and the equipment is mostly new and modern and in good working order. Thank you.
I'm sure there would be many more positive reviews but we only tend to review to complain so try it out for yourself! :).

I had called to cancel 2months ago but the manager rang when i was in uni and ut was his duty to call me again and they still continued cutting money from my account the managers duty is to call why did they used to call and ask about services and at cancellation time they dnt also bother just cos they want money the worst ever

I joined Surge on a non contract membership and rung to cancel after finding out I was pregnant and to sick to go, the women said I still had to have a month of payments go through and to come in anytime to sign a form. After a month and a half I looked at my bank statements to see the money was still coming out?? I went in to see what the story was to be told by a rude staff member that unless signed the money will still come out?

I then said this is not what I was told and she replied "no your wrong thats what I tell everyone" she was very rude and defensive. After paying a month and a half free money to them I cant see how it was not a contract membership?? the gym was to busy and your just money walking in the door, after that service I would never go back.

Rude staff

When we signed up we were under the impression it was not on a 12 month membership, which we were then told we were, my husband tried to put the gym on hold as he had a contract for 3 months which they seemed very understanding and put on hold, when he reinstated it he was charged a fees which was not explained at the time, i cancelled my membership which took a while for someone to get back to me, and i was told there was a cancellation period of 30 day which would still be charged but because i hadn't been able to go in and physically cancel it they kept been charging me every week ( which again was not explained to me) even though i told them i had been away for a funeral.

Classes not that great, customer service is bad

I recently spotted a duplicate direct debit on my account when checking my statements from two months prior.
When I queried it they explained that they had had a problem with the bank that day and many members had been charged twice. I wonder if I hadn't had queried it if they would have ever refunded me. There was no apology either. Not a good experience - I will be checking my subscription charges more closely in future.

It will cost you up to $51 on top of one month membership if you wish to cancel, and they do not make it easy for you to cancel, you have to go in and sign form and then someone will call you about your cancellation to confirm but also to try and recontract you. Gyms are toxic places is filled with insecure people, you should go to a yoga studio instead, it’s more fulfilling in my opinion.

Went in today to look at the gym and join spoke with the sales lady found her to be really rude that we walked out went to Jetts at carramar they were so nice made us all feel welcome well done jetts

I have been a member at Clarkson for 3 months & absolutely cannot fault the place!

The ladies in the crèche are awesome, reception staff are friendly, change rooms are very clean, PTs are never too busy to answer a question!

I even had one of the reception staff comment on how much weight I've lost since I joined & how different I look this morning! How encouraging is that?
Clean, friendly, inexpensive

I was a member of this gym and wanted to take my partner with me whilst she was on holidays. They charged me $20 for a single visit. As this is the case - I will not be continuing my membership. Surge gym - you should be ashamed of yourselves.

I went in to the gym when my 16 year old wanted to join. I asked all the questions and my main specific question was can we cancel and the answer was YES with a 1 month notice. We requested a cancelation and have been told we are on contract for a year. When i called in to discuss I am told that I am rude and I was told I went for the cheaper option which is the contracted option. He has now paid for 6 months and has not been and they still will not cancel his membership.

I went to Surge near Drovers this morning with my children and as ex personal trainer to UK Decathletes and England rugby team I am well equipped to assess the types of equipment they have in the gym.

I simply asked if I could see the gym and I was told you need to book a tour (Sales Pitch). I Kindly explained my professional background and that my wife is a member. But told had to book a tour and I said I am really busy and booking time and day is limited for me. Subsequently, I walked out and they have lost a potential new member and possibly a current member! I have now reached out to the MD to raise my concern and that I simply needed a convenient low profile view of the gym and then possibly sign up. But it's been an absolute inconvenience and not the most flexible approach to securing new business!

My 17 year old son had a membership at this gym near Drovers and when he lost his job needed to cancel his membership. My husband went to cancel membership but was told he needed to pay $375 cancellation fee. As my son was now unemployed he was not capable of paying this so my husband asked if the membership could be transferred into his name. He was told yes. Then 2 days later my husband received a call saying he now needed to pay $40 to transfer thus membership. My husband, after a long discussion with staff advised them that he was not previously informed this and was extremely unhappy with the service provided and was angry they would not accommodate any hardship circumstances. By the time he left the building he was under the understanding the membership had been cancelled.
Three months later the payment were then been deducted from our account. I then went down to the gym to find out why they were drawing money from our account for my sons membership? They advised my husband got it all wrong and that it was only suspended for three months. I explained to them that, that is not what he was told and we were basically told we were liars!!! I advised the staff that my son is still unemployed and now has torn his ACL and is going in for surgery next week and is out of action for the next 9 months. To which I was basically told too bad, he signed a contract so pay the money. I then requested to speak to management to which I was told they would call within 48 hours.
One week later I get a call from a very aggressive manager, who was only calling to state what I have been already told. Her only concern was to state on more than several occasions that this call was being recorded and she was offering me other options ( obviously just trying to cover her own ) Which was not so as she had not offered me anything different to what I had already been told. ( PAY US MONEY!).She advised under no circumstances would she offer any hardship circumstances.
This would have to be without a doubt the worst customer service I have ever received. It was rude extremely argumentative and the poorest of management skills I have ever received. And that is a huge statement for me to make as I have worked in management side of customer service for 20 years. This is my job to teach!! If I own this business, I would be have a complete review of staff in this area.

We browsed the web and found that this business has an active Facebook page. We have discovered that this business has SSL (secure sockets layer), which means that this business handles your data, such as personal information or credit card details, with secure connection. We discovered that the domain for this business is relitevely new, which means that it could be a start-up business that does not yet have a huge amount of customers. We found that this business has an Instagram page, where they communicate with their customers using images and videos. This is usually an indication that the business has some visual aspects that it wants to showcase.