DW Sports Fitness www.dwfitnessclubs.com

My son and me have been trying to contact them for months now and no one replies by phone or internet,not impressed and now my son wants to cancel his membership and no one is still replying to my son so please sort this out and I will keep doing reviews until it is sorted

Customer services contradict what I was told by staff at the branch. Result has been a lot of back and forth communication, stress and 2 extra months of membership payments taken after membership had apparently been cancelled.

Secondly, still awaiting the joining fee that should have been refunded after my son attended the gym the required number of times to get the refund, which was months ago.

Appalling.

The gym itself is OK for the money you pay, but DW Head Office seriously let the local staff down. There was an advert in the gym to refer a friend and get a free month if they join. I referred a friend who joined, but did not get my free month. In order to coax me to renew when I had said a firm NO because of this they added the free month onto my new membership. As soon as they had my money, via credit card, they took the month off again, so in a nutshell, lied as straight faced as if they were telling the truth to get my money. I did my year being constantly reassured that the problem would be resolved. I was what is known amongst members at the gym 'DW'd'. It is so common members have a name for it! Their actions were in fact illegal as changing a contracts details after taking a credit card payment contravenes the consumer credit act, but the law means nothing to DW.

I work in a field where I talk to lots of sports minded people and always tell them to steer clear of DW.

I marked staff friendliness down to 1, the lowest, as although they are pleasant, its a utility friendliness. You'll notice a bright chirpiness when your renewal is coming up, it disappears once they've got your money. There is I suspect some sort of marker on their computer system.

Just don't join, being cheated is not good for your mental health.

They told me I was ok to cancel with 2 months notice within the 1 year NHS discount contract I had with them after my first 9 months, and that March 2019 would be the last payment and time I could use the gym. They went back on their word for this and continued to charge me for the last 2 months. They denied the phone call as it wasn't recorded. They then told me I could have used the gym last month and that I have the rest of this month (2 weeks) to use it once payment is made.

At my DW gym for most of my year membership, nearly regularly either the steam room or jacuzzi was out of order. For about 3 months I could not book any classes online as there was a problem with my account, it was sorted out after their third attempt of fixing it. The was one yoga class which was very popular, however, they would not put in place another one with the same teacher, despite the fact it was often fully booked after few hours of the opening of the bookings.

They don t let you know when your membership runs out and they charge you afterward on a monthly basis. They send me a complain form which won t even open. Won t use them ever again even though it is the closest nearby gym.

Worthless

Terrible gym, absolutely the worst gym ever. They are charging people with fees after cancellation that could have been avoided. They did not tell me anything at the front desk to submit immediately my proof of address when I've shown it and said 'you can submit it anytime' online. This ANYTIME is charging me now 57£ more!!!!!!!!!! And I have not been at this gym for 4 months!!!!!!!!! And they still want me to pay!!! Terrible people, they do not tell you what exactly to do to charge you more money. This is how they make money from extra charges to people!!! AVOID IT if you dont want to pay more fees!!! They have accepted the same documents for other clients but not for me. Useless personnel and trained to take more money from you!!!

Moreover, I stopped going at the pool because I was covered with red afterwards at my whole body, which is obvious that the pool was not clean enough!

Awful company! I’ve been with fitness first for several years, they increased my monthly cost without seeking my permission - they apparently sent me an email which I never received! I’ve asked to cancel my membership on 3 January as a result of the increased cost without notification and they are making me pay for January and February as notice. They have no complaints department and issues can’t be escalated - apparently line managers aren’t customer facing! I’m disgusted by their level of customer service.

My partner and I wanted to join DW Poole/Branksome gym so we did the 3 day free trial and enjoyed the actual gym facilities, but the customer service leaves much to be desired. We were quoted different membership prices and benefits by various staff and it almost seemed as though they were each making up their own deals, because no ones quotes aligned. One pulling factor for us deciding to join was a competition you could enter, to go in the draw to win a £1000 DW voucher as well as being automatically given a “guaranteed £25 voucher”. So we joined the gym and signed up for one year membership. When it came to entering the competition, the staff said it had closed last month, despite the fact the poster advertising this competition was still up in the gym for the last 2 weeks. The staff member then told me to call DW head office to see if they could help, but H/O said it was out of their control and told me to talk to the gym. All in all, it seems the staff at DW need proper training and that would really help their customers feel valued. The gym facilities are good though, which makes me feel as though my one year membership was still a good decision.

I fee the same way now and I am a member of Filton DW fitness. I was told that I could freeze my membership during I came back my home country as summer holiday, but they now told me because I signed a student contract. At that time, the terms and conditions for a contract freeze were clearly confirmed to me by their sales staff member. Also, in May this year, their staff member also facilitated in freezing my contract for the three month summer break period (of June, July and August) as required.

In early September I returned to the UK and contacted the centre to confirm my desire to unfreeze my contract but was subsequently told DW head office these months could not be frozen and will count as part of my annual membership period. It appears I was told conflicting information in my initial conversations with their sales staff. The centre management also were less than helpful towards my concerns despite being clearly told I could freeze my contract regardless of my student membership status.

Even though their stuff said they do not know this rule that I was not be able to freeze, which means it is their management issue not mine. I was very disappointed and anger since the company do not have awareness of honesty and integrity.

I will not give up my right and I am now looking for support and I will fight with them as protecting my right.

DW is the worst company thst i have dealt with beating a well known mobile phone company thst will remain voda nameless. DW tokk a years subscriptions after i thought id cancelled via online enquiries after a medical condition after an RTA The showers were filthy and mainly broken.. Terrible all round customer relations and lack of following up messages. One star no more. They need to pull their socks up.