Awful customer care. I rejoined in May 23 after cancelling during Covid. I went back wanting to get into strength training. It took nearly 3 wks to actually get an appt with Mark Burrows who specialises in strength training. He took me through a routine including lifting 150kg on the hack squat machine. I struggled with this & told him that I felt a strain in my lower back which concerned me. He said that this was normal & to carry on. I stupidly believed this & left the club happy, thinking everything was fine. The next morning I woke with severe back pain, unable to get out of bed properly, bend over, or walk without pain. I saw a chiropractor who advised that lifting extreme weights would have contributed to this pain & to not do excessive exercise until fully recovered. I immediately cancelled my membership having lost all trust & respect for the club. I received an email asking why I had cancelled my membership and wrote a reply explaining why. It was over a week before I got a reply (even though emails are checked daily apparently)The club manager was very apologetic & offered her own services in the way of a different exercise plan. I declined this as I was still in a huge amount of pain which I explained to her, stating that I was unfit to the use the gym & asked for a refund. I then got a very different response stating that one exercise was unlikely to gave caused the pain & it could have been caused by the the I had slept that night!! She said the personal trainer had emailed me after my session & I had not mentioned anything to him about back pain. It was 4 days after my first session with him that he emailed & it was only a list of exercises that he'd gone through, not even putting the weights on that I should use! By this time I had already cancelled my membership as I doubted whether they would take any responsibility, & I was proved right. She went on to inform me that I would not be getting a refund of one month as requested as they had provided alternative options for me!?
I find it extremely hard to believe that a so called personal trainer would expect someone with no strength training experience to lift such heavy wright's on a first session.
The customer service I have received has been extremely unprofessional.
I would never recommend this gym to anyone.