David Lloyd Leisure
Reviews and Complaints

I am utterly disappointed with the service received at the DL Aspley, Nottingham branch reception. The behavior of the staff, especially an older gentleman, was unprofessional and discourteous, significantly detracting from the expected standard of customer service. Such conduct is unacceptable and has deeply marred my perception of the establishment.

I am trying to reactivate my mother's account, 76 years old vulnerable person with plenty of health problems, I am her only carer.

Six month ago, 24May23, my mother requested to put her account on stop for medical reason.

Unfortunately, the David Lloyd's staff assumed that the end of six month would be in Oct23 instead of Nov23 (Jun23-Nov23) so they reactivated the account in Oct23 and suspended it as there wasn't payment on the system because we weren't even aware what they did.

What is more shocking is that now they are trying to blame my mother for their own mistake and put charges to reactivate the account, which is absolutely ridiculous!

I am trying to reach them again by telephone but they blocked my number.

Shocking!

I came to the swimming pool and all lanes were taken. There were 2 men playing ball on the 2nd lane. I asked Sebastian (duty manager) to sort out the situation (as the 2nd line is for lane swimming and the 4th lane is for games). Sebastian said there was nothing he could do as they didnt speak English. I advised Sebastian to find a solution as it was his job to make sure members followed the club’s rules. He refused to do anything leaving members to break club rules. He was happy to just sit there, like a furniture, doing nothing!,

We are long time racquet members who write to highlight the substandard of the badminton facility for the following reasons:

1.Disparaged backdrops of the badminton courts. Pitched roof

2.Poor quality cold hard floor causing injuries to members ( documented )

3.Bright glaring ceiling lights affecting vision during play

4.Narrow walkway/ sitting benches around courts affecting play and risking health &safety

General manger, Jordan, provided doubtful statistics on low numbers of badminton and the badminton facility has approval by Badminton England without providing approval certificate. His assessment of the badminton facility has been that it is low priority as it is adequate and high quality enough for the Solihull top platinum club. It is not supported by his racquet managers. Meetings with him and correspondence from regional manager so far yielded not much more than a lip service. We raised this on the platform with good intention since it all started in 2018 when the previous top quality purposed built badminton hall of many years at the club was replaced by the Blaze studio.

The image of the prestigious David Lloyd club is being tarnished by the current inferior badminton facility (except for the purposed built tennis and squash facilities at the same site.

This complaint is shared with the following members:

From: Aarnav, Ajay, Alan G, Alan R, Andrew B, Andrew L, Andy , Archie, Arman, Ash, Baz, Chandra, Chris, David E. Dave P, Devina, D., Eva, Furqan, Gee, Hazeef, Hazel, Jabez, Jaya, Jeffry A, Jez, Jhalil, Jo G, Jo Y, John C, Julie, Kalyani M, Kay, Khalil, Lexi, Loy, Mandy, Maniche, Mark, Marko, Mohan, Mohammed, Nahim, Olivier, Parveen B, Paul, Philip, Rachel T, Raghu, Rajeshri, Reema, Rohit Sam, Sandeep, Sarah, Sathish, Sathish M, Sarath, Shanks, Siva, Seb M, Sibhi, Skip, Skrit, Sula, Tariq, Tex, Veronica, Victoria, Viput V, Yvonne,

Good afternoon,

I would like to file a complaint on how I was treated today in David Lloyd Club Milton Keynes. I scheduled a Hatha yoga session with Kim Devereux for today at 11:40 p.m., but I arrived five minutes late, and I was rudely forced to leave. I was insulted and humiliated, and this is unacceptable. Please take notice that although it was the first time I had ever arrived late to a class, I had witnessed other members arrive late and still be allowed to participate. After that, I immediately went to the front desk to request to speak with a supervisor regarding the complaint. Alex Mitchel approached me and said so rudely that I cannot attend if I arrived late and this is not accepted by instructors.

I explained to her, given that there was room in the class and, particularly considering that it was a low-rhythm class, I had never witnessed an instructor ask a member to leave the class after they were five minutes late or to leave the class at all. She answered back in a very rude and sarcastic way "did you count the members attending the class!"

Furthermore, she didn't allow me to complain either, which is my right! The manner she spoke to me and approached the situation as a whole astounded me! This is extremely insulting and unprofessional on so many levels! Whatever the situation is, staff or instructors must approach any issue in a proper manner! And not insult their members! After her offensive manner of speaking, the operation's manager Jordan eventually came out to meet me after I insisted on seeing one. She, on the other hand, answered calmly and listened to what I had to say. She informed me that while I couldn't lodge a complaint at the club (which I have no idea why) I could do it only by email. So here I am, filing a complaint to escalate the issue.

Never before have I experienced such outrageous disrespect. I couldn't understand how your staff members were handling the problem in that behavior. And not something I anticipated in a club like that. I will never attend any classes to either Kim Devereux or Alex Mitchel. I will make sure none of my friends do either, and will spread the word. I will be waiting for your prompt kind response.

Thank you.

Good evening,
Please could you kindly look into this. I have not yet had a response from David Lloyd Lincoln despite being advised on 23 February 2023 by way of a telephone call from Ellis in the membership team that the joining fee of £120 which I had paid in January 2023 would be refunded to me. Its nearly two months later and no refund has been received.

I joined David Lloyd Lincoln in October 2022 for three months and paid a joining fee of £120 then.
I look forward to hearing from you.
Kind regards,

Catherine

To whom it may concern,

I find the way Sally bright have handled the situation shocking and will be reporting you to Trading Standards to expose her actions.

I also consulted with my lawyer to open separate case about unfair treatment and racial discrimination. David Lloyd gidea park has never taken any responsibility for the events that have led to this point of frustration.

I’ve been member since 2018 and treated gym as my second home. I’m at the gym 5-6 days a week with kids using all gym facilities including kitchen and leaving large amount of money. 

as a member, i have seen the club deteriorate massively over the past year.

Any of the members I speak to, are all complaining about attitude of bar staff and at the front desk. Your staff turnover is really high as well, and most people are absolutely clueless and rude. 

On the 23rd of February 2023 ,me and my child were racially discriminated and threatened to be killed by one gym member just because we have Russian background. 

My child was bullied and beaten by members son 

Sally did not take any duty of care regarding this and pushed it back on me , insulted and accused me of something that was completely inappropriate. 

I didn’t wanted to take it any further if that would be deal with in professional manner. 

THIS IS A BIGGER CASE THAN JUST BANNING. IT IS A CASE OF DISCRIMINATION AND ABUSE AND I WILL TAKE IT FURTHER BASED ON PRINCIPLE. 

Fwd: Case Ref 437264 - Squash Complaint 2/2/23

This is the email I sent to David Lloyd Chorley on the 2nd February and as yet have not received a reply.

I am complaining about your procedures whilst dealing with non members, a lack of humility by staff members, and non existent health and safety.

I played squash last evening at your facility for blackpool cricket club in the nwcounties squash league. I have played there numerous times and have never felt compelled to complain before. As a non member I have no idea about your policies regarding opening and closing times, or how staff are instructed to converse with customers.

The result of the match was secondary and I want to bring to your attention the manager in charge, Reece Smith, he showed no personal skills and when asked whether or not it was acceptable to turn all lighting off leaving the facility in complete darkness, his attitude was to turn it around against myself, stating you were told the club was closing at 10, and as such should be leaving, he then accused me of laughing at him. I found the entire situation ludicrous, one of our team who was on court was unsure as to whether or not he managed to get all his belongings, and unable to shower. Again, when I spoke to the manager, he repeated what he said previously. I pointed out as a visitor to your facility I was unaware of time limits and objects around, I was extremely concerned not only for my own safety but others as well. His attitude showed no empathy or concern and as such I feel the need to write this email to bring this to your attention.

I wait to hear your response and look forward to conversing further on the matter.

The lack of professionalism and care is becoming more apparent.

When I joined David Lloyds in Reading in Jan 2021, I was given a nice tour and shown around. Then I had a consultancy to assess what I needed to achieve my goals.

I joined the club assuming that I can make use of the facility enough to warrant the membership fees. All this is good for a few months. Then I found that I cannot use the facilities enough to justify the membership. When I asked to cancel, I was told that I had agreed to a minimum period of 1 year. In any of the consultations I had, this was NEVER mentioned. I was then told I could suspend the membership I am not able to use it, but this suspension would still cost 25% of the subscription/month.

So I suspended and had been paying the 25% and after 1 year, asked to cancel and I am now told that the suspension period does not count for the 1year and I now have to continue to pay for membership that I am not using for another 6 months. I feel that this company is using customers without giving them all the crucial information.

David Lloyd are not responding to my emails and there is no phone communication. No number to call, I tell someone my story, they don't call me back. I have a membership related issue where a predator at the gym has been taking pictures of my child and they have been found on his laptop. We stopped going to the gym tried to resolve but they don't call or answer now they are sending debt collectors but I cannot attend nor can my child. There is a bail restriction so we cannot go near. I just don't know what to do or how to resolve this. I offered my husband to stay but my daughter and I come off the membership, no response. Please help us resolve this. Thanks.

David Lloyd has increased my monthly payment from £69.00 to £74.00 yet I'm only 7 payments into a 12-month contract, due to this place apparently not allowing "Joint Memberships" like every other David Lloyd Club on the planet, I have to pay for 2 memberships for my partner and I, which is now £10 pound more expensive than what I agreed to. I've attempted to contact the membership team but the team member is just trying to point me towards terms and conditions where it apparently states that DL can up your DD amount whenever they see fit, which is disgusting if true.

I've been part of gyms and leisure clubs my entire working life and never have I had a membership payment increased even after 5 years of being at a club or gym. Never mind, mid-contract. Sorry, but it's absolutely abysmal customer service. The fact of the matter is I have an email stating that all further payments will be at £69.00. So, I have it in writing that that's all I was ever going to need to pay. Another point is that if you log onto the app and click alter direct debit amount, you have a direct debit guarantee that states that you must inform me 10 days before you change a payment. Which, due to a customer service act, I can deem as too much and cancel without penalty. Yet, you breached that guarantee by not informing me.

Yes, I only noticed the updated payment this month and it had gone up in January but it just feels very much illegal and malpractice to be able to do that mid-contract and without informing me via email. I'll be honest If you'd of increased my membership amount after the 12 months I could sort of understand but I'd of still cancelled regardless as it's just a practice that's not in place in any other club or gym I've been with. Fair enough to increase your prices' year on year but for members who joined on the lower rate than these payments shouldn't be effected. Unless I was to cancel and rejoin.

My wage hasn't increased by 7.6%, so why do you feel it's right to effect members who are already in contract with you?

Last Sunday I sent an email to Brierley Hill which was acknowledged electronically but nothing since. Two further emails requesting a response have failed to even be acknowledged. I was seeking guidance on how to change the terms of our membership.

Secondly I see that the monthly fee has increased but I did not receive any notification of this increase.

I have written to the General Manager at Brierley Hill but no response

1. I am on a fixed 12 month standard membership contract. Which I joined with a fixed fee affordable to me at the time.

There was an increase in fees this month for which a poorly written email was sent only in December about this increase in January. This email did not state in the body of the letter or title that there might be an increase in fees. I only noticed an increase when my direct debit went out in January. When I contacted the club I was told clicking a link on the main email that stated "find out more " was my notice of the increase. This was quite vague and sneaky, as it should have been very clear in the email that this was related to fees.

2. As per their terms, if a notice about fee increase is given that is shorter than the notice period required to cancel, then one could cancel their membership. For a fixed standard 12 months period, my notice period of cancellation is 12 months. Or if working by a standard contract notice, this should be a 3 months notice. Based on this clause in your contract, I believe I have not been given adequate notice of fee increase. I am being forced to pay an increased fee while locked in a contract with no means of cancellation if unaffordable seems unethical for a health and fitness club

David Lloyd recently put my (and others) membership up by £28/month, around 12%. Almost equivalent to an entirely new basic gym membership. The increase was sent in a secret letter hidden within an email that is made to look like a general club update about what to look forward to in 2023. With the "find out more" button disguised as a header for the content below.
In the letter, it mentions the cost increases of energy being the biggest driver for the price increase.

I was very surprised when I noticed that my monthly charge had increased and emailed David Lloyd questioning it. In the meantime, I googled and searched for any kind of communication I had been sent and I came across the secret button on my email from 1st Dec 22. The price change was stated in the letter and effective Jan 1st 23.

Today I contact David Lloyd requesting to cancel the membership as I simply cannot afford the extra.
They stated that in line with their Ts&Cs I was not in a position to cancel as my membership increase was not over 1% or 3% the rate of inflation in the RPI.
"We may increase membership fees automatically each year by up to either 1% above the rate of inflation according to the Retail Prices Index or 3%, whichever is higher."

I mentioned to them that I wasn't in a position to be able to pay the increase, but no solutions were offered. Do I have to get into debt to pay the bill?
I stated that like many, my circumstances have changed with the increase in energy bills, food etc. etc. but was told that this was not a viable reason to be able to cancel. Funny that, because it was used as the reason to increase the membership!

Like so many others, my monthly salary has been reduced due to the cost of energy and living and I am simply not in a position to remain a member of DL. I do not know where I will find this extra money.
They advised I could send a cancellation request but I would need to remain a member and pay for another 3 months, setting me back another £100.

I appreciate that they need to put up prices, but not allowing people to leave given that the price increase and cost of living circumstances are so unprecedented currently is disgusting and inhumane!
Those T's and C's were written at a time when 10+% Inflation was unheard of, so hiding behind them is irresponsible and down right greedy!

I have Been sending emails and several contact messages through the app for since 20 august, sept, oct And nov. Received one reply 21.11. But have taken the trigger of 3 months cancellation notice at when they finally replied! The pool, the only facilities I used have been filthy with a silverfish infestation and as I have cancer and have been having chemo, hygiene is important as infection is gravely dangerous. The pool is now shut for one whole month til end December with just days notice. I am trying to get a response and resolution to receive a refund of my platinum membership fees that I paid 1 year in advance. The Gidea park club say they have no power. Incredibly unprofessional and infuriating lack of customer service. I am moving to Sri Lanka and need refund urgently from jan fees to September 23

You take out a 14 day pass for a club that misleads you into their services. I joined, like many others to take advantage of the services to find that they are under refurbishment so the gym has moved to the tennis courts, the steam room and jacuzzi are not available. To top it off when i went in the first time to collect my card they could not find me on the system, i had to leave as i was late for an appointment. The second time i went in was Friday 18th November. The receptionist realised I had signed up for the other DL in Aspley. This was a legitimate mistake as I live a 5 min walk away in West Bridgford. My daughter had also joined too and we were looking forward to some quality time together. I spoke to ROB who was very condescending and appeared to be gloating at the fact he was turning us away. Very disappointed in the customer services and lack of compassion!

It's distinguishing how they treat members at the club. They are happy to take your money and sign you up but when you wish to dispute something they're not interested. Russell the new GM promises to call you and doesn't and takes money out of your account without authorization. You can't get through to the membership team as it takes forever and when you do finally email, they can't help you and you have to go through To the club. The customer service is ridiculous. I was with my old gym for over 12 years until the pandemic hit and thought I'd try DL. Do not sign up to them unless you know someone personally as they don't care about their customers as they have grown so big in the years. However, when the recession hit they will be affected with all the bad reviews they're getting.

Hi,

I think this is the fourth time I have complained about this and nothing has happened but now it's urgent.

Can someone email or text me a time they will call to discuss my membership and I will make myself available for that call.

My original call took place on 28th March at 10am when I cancelled my membership

Thanks

Nathanial

[protected]

Hi, I asked for my membership to be cancelled as the club I am a member of isn't what I was looking for. I received a telephone call and was assured I would receive another. In this period I decided to move clubs, I didn't hear from DL and have now had my membership cancelled. The membership was always in my name and you have transferred this to my wife. She does not pay the membership and therefore you dont have a contract in place with me and you are therefore unable to collect the fees.