Fitness First
Reviews and Complaints

My ff membership under aia vitality program due 31 may 2018. I tried to renew my membership under aia vitality program on 1 jun 2018 at ff empire subang, I paid annual fee rm1960 last year and the front desk staff - arin quoted me rm2430 annual memebership fee. I clarified with him it is under aia vitality program and my friend renewed under same program on 31 may 2018 at rm1908 (with 8% discount for lum sum payment). I requested arin to check with his manager since he obviously not knowledgeable to handle the case. She called front desk manager - jasmine over the phone and jasmine informed me that I cannot renew the membership at ff empire subang but home club ffioi only. I disagreed because signed up my aia vitality program at ffpdm which is not my home club. Arin refused to clarified further and told me he could not do anything but asked me to go other club to renew my membership instead. Otherwise I will need to pay rm2430 instead if I insist to renew at ff empire subang. I requested arin to let me talk to jasmine instead but he refused and told me that I cannot speak to his front desk manager, he said it is the company policy that I cannot do that. I requested him to show me the company policy instead and he told me he cannot show me that policy too. I was not happy with the response and insisted to speak to club manager - raja and I was told that raja also not in. Ff empire subang has higher authority person for me to talk to further escalate this matter. I do not believe ff has such policy that I cannot speak to front desk manager and club manager for this matter, arin then changed his statement saying both of them off duty, I am not allowed to speak to them. (again, I do not believe that any of the company has such policy saying that the client cannot speak to off duty manager but I do agree that it is the common sense to not disturb those who are off duty).
I requested arin to call ffpdm since they definitely has better knowledge and experience in handling this matter but he refused and insisted me to renew elsewhere.

Why would fitness first assigned an inexperienced staff (arin) at front desk with poor attitude + ignorance. Furthermore, how could the front desk manager (jasmine) gave wrong information too to the client. Inconsistent membership fee is serious matter and yet the front desk has no intention to clarify but requested me to renew my membership in other clubs instead.

Attached are the membership fee quoted by arin with ff empire subang stamped and the membership renewal fee under the same program from my friend.

Hi,

I have been a member of fitness first for over six years, and as a loyal member, I would like to draw your attention to several negative features that have crept into the gym over time.

First, I have noticed that during the public holiday, you are offering fewer classes. As a working person, I only get to go to gym without rushing from my work during weekend and public holiday. Especially my favorite body combat and a few other classes, that you have stopped offering on public holiday timetable.in addition there are fewer and fewer experience instructors.

Secondly, the mat and the towels are so smelly and often not cleaned properly. As these are not hygenic and can cause sickness.

Finally, your air-conditioner units at the main studio often not working.

This degradation of service is unfortunate because I greatly enjoy exercising at this club. I would like to hear from you about your plans for updating and maintaining the gym so that I can decide whether or not to renew my membership.

Thank you very much for your time.

Sincerely,
Anonymous

Charging credit card without my acknowledge after contract end (From January, February, March and April 2018).
The Manager /sales person in charge was failed to informed and notify me to renew the contract. After received a credit card statement, I has notice my money has been deducted. After call the sales person at FF Seta City mall, they has informed that auto renew the contract.
I has make complaint to FF Hz on the same day by 24th April 2018. I'm felt very ids pointed and fairly thereat ed.
Purposed I make ids complaint to look for reimbursement from Feb, March, April and May 2018 which cost RM 532.

Hi, I am lodging a complaint as a former personal trainer at fitness first maroubra, sydney, australia.

Unfortunately i've recently had to resign from my position of employment with fitness first following the birth of my first child. As such I am in the process of becoming a member of fitness first since I am no longer an employee.

My complaint is in regards to my proposed membership. I was employed by fitness first for over three years, generated significant membership revenue through clients, and consistently contributed positively to the fitness first brand. Despite this, local staff at maroubra fitness first have made no attempt to facilitate a membership offer that reflects my long term contribution to the fitness first team.

If I pursue the current membership package on offer I will be paying a weekly membership fee that is more expensive than that paid by all of my family and friends, none of which are former employees and none of which have contributed what I have to fitness first.

I am appalled at the lack of recognition for my history with fitness first and quite frankly find the current membership offer disgraceful.

I would like to remain at fitness first maroubra however am actively considering alternate gym options due to how undervalued and disrespected i've been made to feel.

I'm disappointed that my employment with fitness first will not be remembered with more positivity and satisfaction.

I'm hoping some concessions can be made and an appropriate membership offer facilitated.

Regards, michelle

On sunday 11th february, I went to fitness paragon bangkok thailand. Around 6pm, I was insulted by a member, mr. Pollop, in front of many people at the counter reception. Mr. Pollop said to me "you are a liar, you are not welcome here, go back to your country, your parents didnot teach you proper education, I am not your slave".
These words are completely inappropriate for a member of fitness club. Nothing can justify such escalation over a small argument about using a machine and putting my towel on the floor.
I am expecting action from fitness first with reference to the values of fitness club gentleman behavior. I donot want to see this person again especially when I go to paragon club during the week-ends.
Thank you very much in advance for your consideration

Yesterday [protected]) I arrive at my local streatham hill fitness first to discover that the pool was closed and was told it would be until 28th november.

This was the first I heard of the closure. I received no notification via email from fitness first, or text - and so made a wasted journey.

It's at least the 3rd time this year that to pool at streatham hill fitness first has been closed without warning and i'm really fed up of the poor customer service and lack of notification from the branch. The pool is the primary reason that I pay my membership fee and is a key facility at the branch.

I would like a refund on my membership for the two weeks that the pool is closed.

My client number is: [protected]

My email is: [protected]@gmail.com

I am totally disappointed & upset with the service & attitude of the operation team leader, ms rasyiha in fitness first the curve, mutiara damansara, malaysia. I wanna make an official complaint on her for she never response promptly or replies my correspondence emails with her about my membership cancellation despite my few follow up emails and calls made to her. I have served proper notice to her about my membership cancellation but she did not assist to process it as per what she has promised and still continuously charge the membership fee to my credit card even though I have called to inform her. She promised to arrange the necessary and will reply to my email for confirmation but never deliver her words! It give me a lot of troubles for keeping track my credit card charges & constantly make call to her to rectify the problems. This is definitely not the professional service standard I expect to receive from fitness first operation team leader! I see no sincereity in her in helping to solve the customer to solve the issue! Until now, my problem has yet to resolve after 4 mths of notice I made to her! I hope the management will seriously look into my complaint.

I have been contacted by a debt collection agency, apparently on behalf of fitness first, in order to obtain a payment I do not owe.

I was a member of the fitness first near holborn station between 1st may 2016 and 30th june 2017, and was on a 12 month contract between 1st may 2016 and 30th may 2017. As of 1st june 2016 it became a one month rolling contract.

I chose to cancel my membership as of 1st may 2017, when I realised the £35 a month deal was coming to an end, I informed a member of your staff verbally regarding this and was informed that it would all be taken care of. I was informed that there would be one further payment to cover the 30 day notice period. When june 1st saw a payment of £45, I assumed this was the payment to cover the notice period.

I have now been harassed for payment for a service I am not using. I paid promptly all the debts I owed for company while I was a member and cancelled in a fully acceptable manner. Instead of contacting me directly to query any issues with payment, the first I hear, having not used your service for 2 months, of any issues is a debt collection agency.

I was contactable by email, phone and in writing. Best practice guidance states that you should have written to me, explaining how much I owed, what it was for and what you had already done to try and get the money. Had these steps been taken correctly, I would have been able to clarify my position in july and it would have been far easier to trace the failed cancelled membership.

I cancelled my membership at the end of may, and the 30 day notice period was explained, thus the payment in early june. However by 30thjune my contract had ended, and I was no longer required to make any payments, thus I did not foresee any problems in not continuing the direct debit.

During my membership there were a number of actions I felt were inappropriate, and possibly it was letting these go unchallenged that enabled you to feel that your current actions are acceptable.

1. Not sending through my signed contract until I requested it. This contract contains the small print, that justifies the extension on the contract after the 1 year, and to not send it though is a breach of industry guidelines. This was not accompanied by an apology.

2. Charging for services that were previously included in the contract. On january 2nd 2017 you announced that you would be charging an extra fee for any additional towels, something that was not mentioned in my contract, and is effectively a price increase you didn’t communicate.

3. A quick google search of the problem I am having reveals that this is incredibly common, and that this a frequent problem for your customers.

Incident took place on 2nd sept 2017 at around 2:30 pm. This was the 1st day of my workout at this gym! This is the fitness first club at bugis junction, singapore.
After doing cardio and a few stretches, I went to the central portion of the gym (functional area portion) to do trx based exercises. My boyfriend was showing me the exercise and also fixing the trx strap. At this point the training manager without any prior warning rushed to us and asked us to simply move from that area, extremely rudely as she was conducting a group class in the middle. The manner in which she approached us was insulting, derogatory and not at all becoming any normal customer oriented behavior. When we expressed our displeasure and asked for an explanation as to why we were being shoved off that area, she started accusing of my boyfriend of conducting a pt class using the gym facilities. When I confronted her angrily that he was my boyfriend and not my pt this female shoved me and asked me to go workout in another area.

- why as a regular member such as every other member I would be inconvenienced because the gym decides to use some portion of the gym facilities for its own promotion
- why if I have paid for a said service I will not be allowed to use that freely? There was no prior notice or intimation provided to us about this.
- we complained to the club general manager and asked us to cancel our membership and did not take a single disciplinary action and not even an apology for such behavior.
- I was singled out by this trainer because of my different race. The trainer didn't dare to say anything to other members.

I faced insulting behavior, received absolutely an unapologetic and apathetic customer service. Feel harassed and racially discriminated and feel that I have been cheated by wasting my time and money by investing in this gym.

Desperately seek some protection against misbehavior towards helpless customers

On friday 18th august 2017, I went to a rpm class at 7:15am at menara manulife with instructor judy. I had a terrible experience that not only ruined my entire day but left me completely sour towards the fitness first brand.

It was my first time meeting judy and having her as an instructor and she was not welcoming or at all forthcoming. During the class, she continuously singled me out over the microphone and made unnecessary comments laced with rude and arrogant tone towards me.

Firstly, I have a knee problem so I cannot increase resistance on my machine too high because it will aggravate it. If anyone knows your body best, it is yourself. I have also been to rpm 4 times before this session. However, during the session judy pointed me out and kept insisting that I increase my resistance even though I tried explaining the situation with my knee, which she ignored instead and rather hastily disregarded what I had to say. From then, the negative comments and attitude kept coming. She started to say things to me like "you are locking your arms" and when I showed her that my arms could easily bend and were clearly not locked she again disregarded me and instead replied "don't believe me issit, next time i'll take a picture of you". Then she singled me out again and said "this class must be your first time because you obviously don't know what to do", when I replied and said "no" she not only made a horrible facial expression but said "oh really that's strange", patronising me further. I had to leave 10 minutes early so I decided to slip out of the class quietly, but judy did not have it. Instead, she singled me out again and made very very rude comments towards me suggesting that I am lazy and couldn't do the exercise. When I was headed towards the door, I heard her make comments about me to the rest of the class. I am so horrified, shocked and disgusted by my experience with judy. I have never had such an experience at any other gym before, let alone fitness first. I really hope this is taken seriously and request at least a formal apology. This lady patronised me, ridiculed me, chose to basically bully me in front of other people over a microphone where no one could even hear me defend myself because of the music, etc. I cannot even truly express how horrible it was. Going to the gym is meant to feel like a safe place where you can escape and really clear your mind. I did not deserve to be berated and talked about negatively to a group of people I do not know and whom do not know me.

Hi,

I decided to cancel my membership with fitness first after 2 yrs because of worl reasons. A few months prior to my cancelation my membership was on freeze, last may i told the staff that i want to cancel but he convinced me to place it on freeze again for another month maybe i would change my mind and use the gym again. It was fine for me even that means i will pay 30sgd, then i asked if there is any penalty i need to pay if ever i will cancel after a month, he said none. After a month i finally decided to terminate it then i informed them about. Now they said i need to make a payment in full for july so they will concider it as the last active month before cancelling it. I talked to the manager from FF paragon here in singapore and we agreed that she will just consider june as the last active month but still the full payment should be made coz that is their standard practice. Since, i dont want to prolonged the agony of just cancelling it so i agreed. I dropby personal to make the full payment for june. Then last month july i rcvd a sms notification that i have a past due and i need to settle it asap. Who can i have a past due if i already cancelled it? Upon checking my bank acct, there are 30sgd and 18sgd deducted from my acct with no valid reason, worst it this month of august the deducted again 148sgd to my acct. It is really frustrating, i called the hotline to get assistance but they cannot do anything but to wait for the club reply. I emailed the manager i was talking to prior to my cancelation and until now for almost 2weeks i never get any response or resolution from them. They are throwing blames to others. I called the club and look for the manager several times but she is always not around, either on a meeting or she is outside the gym. They cannot give any explantion also on the deduction from my acct. I need a refund for the money they took and i want my membership to be cancelled. What should i do if the staff and even the club manager cannot help?

Hi,

I am not sure wether you can help me but I have a bit of trouble with one of your gyms in Malaysia, Menara manulife in Kuala Lumpur, with the cancelation of two memberships - mine and a friend, both paid with my creditcard. I have tried contacting the gym itself but they are not helping much, and their customer service will not answer me despite me trying to contact them several times, so hopefully you can help me.

My friend and I got a membership in January, which were supposed to last for four month (last month May). We had to go back to Denmark in May, so we went to the gym in April to make sure the memberships would be cancelledafter May and were told it would just cancel by itself when the four month were up. After we went back to Denmark, I see that they charged us for June so I call them and were told that we needed a recied for the cancellation, which is not what we had been told. He then promised me to cancel the memberships but because it was already June we would have to pay for July as well (though it was their mistake not knowing how to cancel the memberships properly). We then pay for July and then I receive an email confirming my cancellation. Now I see that they also charged me for August as the last month.

All in all, we have been paying for three extra months that we could not use which is not okay, and which i demand a refund for. I do not want to pay extra because the staff are incapable of doing their job.

I am really sorry that you have to receive this email but I do not know who else to contact since Fitness First Malaysia will not help me - they have a lousy customer service.

I hope to hear from you soon

Have a great day,

Best regards
Mie Engsholt

I filled up the fitness first application for change in membership to cancel my account last feb 16, 2017 as I am unable to use it for work reasons. It should take effect april 2017. Based on the application form, it was indicated that my final usage date is march 31, 2017 but I was still charged continuously until now. I made several attempts to email and raise my concern but there was no reply. I called the customer service (+[protected]) and they keep on promising that they will get back to me but to no avail. I request for reversal of all charges after march 31, 2017.

I have raised multiple support requests and have also tried to reach their customer care many times. I even called the gym center and they have not provided any support till date.
I joined fitness first for a six months special subscription fees, where the monthly fees was debited from my account. I informed the Fitness first team when joining that I need only 6 months subscription as I will be going back to India. My subscription ends in Jan 2017, however I see that they continue to debit from my account from Feb 2017 to Till date. Every month I dispute the auto debit through my bank, however this has now become a real pain for me. How can you debit from my account without my approval or knowledge? I left germany in Dec 2016 and this is still not sorted out. I have all the emails submitted to their customer service as evidence on requesting them to stop auto debiting from my account. Any help in this matter is much appreciated.

I was one of the initial member of the gym and rejoined in 2016. I was extremely satisfied with the gym management team until the time came to renew my membership in June 2017. I approached Manager sales Rahul and asked him to look into my membership details for payment. He gave me new rates which were much higher then the previous offer. I requested him to look into it but nobody got back. I had to approach the sales team many a times but nobody reverted. Finally when I called again on 1st June Hitesh from sales gave a offer and we closed the deal. He sent me message over the phone explaining me the new terms which we agreed upon. On the day of payment once again the ordeal continued where he messaged me informing that they are going back on the offer as per Rahul's instructions and gave me an offer which was unresonable.
Looks like you guys don't care about your customers. What a shame! such an Awsome organisation lead by poor leader like Rahul.

End of december 2016, my colleagues and I joined fitness first malaysia in empire subang. We were offered the corporate package and 21days discounts.

However, we have been charged rm222 the full price in feb 2017. We contacted vani in feb 2017 our sales manager to inform her on the mistake.

In march 2017, without informing us, they freezed our account. Again we asked on the membership status, they said will be resolved in april 2017.

In april 2017, we were informed that vani has been hospitalised and will be on mc for 3 months. Our membership is still not updated. We are required to submit written submission for the change of membership.

On 7th april 2017 and 17th april 2017 respectively. We sent 2 forms to change our membership.

In may 2017 we are still charged based on the old rates. I called in on 6th may 2017 and our membership are still not updated.

Futher to that, we realised in jan 2017, it was not 21 days discount but a freezed month again.

Today (10.01.17) me and my son visited your gym at Motorcity Dubai in the late afternoon.

We were being escorted by your gym representatives at Motorcity when my son had a hard fall on the floor. This was caused by water that was on the floor, this caused him to slip on his buttocks/ lower back and elbow. Instantly he was quite tearful and its caused him pain, which was recognised by the representative that was showing us around.

I questioned health and safety as there were no appropriate signs on display. He advised that he would fetch the manager. When the manager arrived he apologised for the incident and then tried to justify that he cant to control this type of situation, he solely cant look out for these types of problems. At this stage i clearly pointed out several personal trainers and team members in red tops around that area and all of which were not busy. He tried to convince me that they were all busy with clients, however this was clearly not the case as I could see them and pointed this out to him straightaway.

The manager stated that my son looked okay- how would he know this without even acknowledging him. I asked my son the question directly infront of the manager and representatives and my son clearly stated he was in pain. The manager requested if he could look at the injured area and the manager lifted his shirt and right away he stated that there were no injuries as there are no visible marks. I stated that as a personal trainer he would be aware that these kinds of injuries do not show instantly. The manager offered his contact number - should I need to speak to him. He tried to glaze over the issue by stating that we could train together but this was highly inappropriate for what had just occurred.

Whilst returning home my son has been complaining about pain and so I decided to contact the gym. When I asked for the Head Office number, I was declined and only offered a call centre general number. After several demands they put me in contact with another member - who provided me with the email address. During my conversation with Gym, the representatives answering the call - Staff have confirmed that no incidents logs have been completed and she would be completing this once the call was completed. She was unsure why this was not completed by the duty manager, whilst I was on site.

Quite clearly this is a case of healthy and safety negligence and failure address the issue at hand properly and comply with safety regulations.

I even met up with C level manager and i was told Fitness First are not taking any liability and refuse to accept responsibility.

Serious customer service issue

Hi,

Fitness first in harbour city (tsim sha tsui-hk) lac serious customer service.
A. Very pushy instructors for privet sessions
B. I had a very bad neck injury in september due to one of their yoga instructor 'arno' (who speaks 80% cantonese in his class) which is suppose to be conducted in english.
C. I never asked for any refund or payment for 4 months that I have not attended.
D. I feel absolutely off by their management response and attitude. Due to this I only went with one request of considering my case and just early terminate me by 1 month that was due.
E. After visiting 4 time to their center with this 1 month early termination request, providing medical letters, speaking to various guys on counter and explaining them case very nicely.
F. Finally their gm alex shek, comes and try to explain me their standard procedures for cancellation, which I am very much aware about and no good help.
G. All I have done is, asked them to go ahead and enjoy my money for another month without me even stepping into their gym. I cut my card and its the end of their bad customer service.

Never never again

I wish to inform you my unsatisfactory experience so far and of some anti-consumer practices followed at fitness first bahrain.

I have joined them during a "special offer" in sept 2016. They pushed me to either pay at one time of commit or paying in 12 installments which they will deduct from my credit card for a year membership. I took the installments option on credit card. They told me that in this memebership they will give me 1 mnth free as this was the special offer going on that time. Looking at the location and the brand I understood it stood for, after brief inspection of the equipment, etc. I joined for a year membership.

After joining of 3 mnths n paying 39 bd I requested them to please cancel my memebership as I have to shift to india for some personal reason. They said ok and asked me to pay the 40% of the remaing amount. Ie. 125 bd and also asked me to show the ticket copy. I did all the procedure. And after cmng to india they again deducted amout for jan from my cc. They r not supposed to do this. , when they alraedy took the 40% amount.

My husband is still in bharain and he is following up with problem. But everytime only one statement they give that, they are investigating the problem its been 13 days now still they r investigating. And not a reply from their side. Everytime my husband is calling. My husband also made online complaint to the dubai branch. Only once they called back but now no reply.
I am calling from india also. Whenever I have tried to ask for an explanation, no one in the staff has been able to provide any comforting answers. When I asked her whom to contact to complain, because I don't want to pay for remaining months that I am not using the gym, she said I cannot change anything since they have my signature, and no matter where I complain, they will not be affected by only one single member

There the staff is not good. Whenever my husband called to talk to manager everytime they gave different answer he is busy or he is out or give ur no we will call back. They never gave me the contract copy but they took the 40% from me. But my question is wen they take 40% amount when theycancell the membership then how come they can say that ur memebership is not cancelled. Neither they r giving my money back nor they r cancelling my membership.. Their service is really hopeless. I am really unsatissfied by this fitness first.

I am really disappointed to end it with such a great place like this, angry, frustrated and feeling abused and cheated. Although it is one of the best gym places world wide but “being materialistic and cost too much for what they offer” is the existing reputation of fitness-first here in bahrain.
Fitness first is the worst gym ever and provide worst customer service. They are nothing but liars n thieves. I am going to tell everyone how pathetic, arrogant and non-customer focused this company is. When I joined the gym, they never gave me contract in spite of asking several times.

If I do not receive the full refund which they deducted from my credit card I will take great pleasure in sharing my experience on facebook, twitter and every forum site available to show my treatment and forwarding to every friend, family and people I know to ensure it is seen by as many people as possible

I came back from the fitness first branches of both orq and 100am on monday, 5th december with the most appalling experience. I had expressly stated to not renew the contract unless i approve, and the sales person happily said don't worry and it will all be taken care of. However, when i went in to cancel my membership per the conversation that we had at the time of signing of the contract after the period as instructed by the sales crew. However, i am told that i need to give one month notice, despite what the sales person committed. So i even said then its 1 month from the date, so you prorate the required amount, but they will charge me for the full month so essentially they will charge me for 60 days from the time i cancel my membership.

I agree in hindsight that it was naive of me to believe their sales person and sign without reading. However, charging for 2 months over and above the plan period. However, i strongly believe that the practice is set in malicious intent and with an objective to cause inconvenience and loss to the customer.

I have not been going to the gym at all since the last few months, but i still honored the contract period. However, i was extremely disappointed at fitness first and the way they treat their customers.
I see express mismanagement encouraged by the business at all levels

I would request that if possible, the case be scrutinized from the perspective of customer interests and at a minimum strong action be taken against employees who misrepresent the information