David Lloyd Leisure
Reviews and Complaints

Hi.

Same again, I was phoned on Saturday morning without warning or email to say they were calling, missed the call as I was swimming at the time. The voice message left said "I'll try you again tomorrow" that call never came.

Simple procedure request... again.

1. Email me time and date you will be calling

2. Call me at that time.

Thanks

Nathanial

Hi,

I am trying to get through to the membership team which is proving somewhat infuriating.

On 3 occasions they gave me a time and date they were going to call, I made myself available but on each occasion the call never came.

Every now and again they call me at a random time with no prior warning but I'm at work and my phone is often on silent.

All I am asking and I don't think it's an unreasonable request that they email me a time and day that they are going to call and then stick to it.

Mobile: [protected]

L/line: [protected]

Can you please confirm receipt of this request.

Many thanks

Nathanial Wills

Hi,

I signed up to Kingston Davidlloyd gym may years ago now, and changed my account to a platinum so I could use other gyms which I would when travelling around. However, my next nearest gym Raynes Park have since upgraded their facilities which means I need to pay an extra £100 a month to use these facilities. Surely as my terms of conditions have been changed I should be able to cancel my contract?

Has anyone else done this?

I injured my leg at the end of April and I could not go to the club in all May. The injury will last 6 months, it is very little I can do now, only rehab exercises.

I talked to Corinne. She talked to someone else and agreed she will process the refund for May, which will be in my account in a few days.

That was the last time I talked to her.

Since then, I have tried to contact her by email, by phone and by going to the club. All her colleagues in sales and reception have passed her the message to call me for the last weeks, but she has not called me at all.

Think how anxious and stressed I feel, chasing the sales manager to tell her I have not received the refund for May and I would like to stop my membership as I am not enjoying the club as much as I wanted due to my leg injury.

Why is she doing this? why is she not replying any of my emails or calling me back?

I feel ignored by her and this is not professional at all. I think she is laughing at me, she lied and now she is trying to avoid me. I cannot find any other explanation for her unprofessional childish behaviour.

I have tried countless times reaching out to the staff at David Lloyd to sort out the incorrect payments and outstanding amount still owed to me for Spin / yoga and pilates classes plus PT session done last year. I unfortunately don’t have a clear record from Hampton as to what they have paid towards what discipline but according to me and Lisa (Activities Manager) at the time prior to the last payment I received there was still an bigger amount owed to me than what was paid… There was £351,01 still owed to me and only £69,65 paid. according to my records there is still £281,36 outstanding as I did keep a a record of all my ours and sessions worked.

I had to get back to South Africa as my wife had to go for a emergency eye operation and seems now that I am gone David Lloyd does not care to return emails or messages via WhatsApp with the people I worked with.

I would truly appreciate if someone can help me finalise my pay for the time worked.

I was charged £179 on 1st February for a membership I never signed up for. I reported it to my bank and phoned multiple branches.

I was told I would be reimbursed but haven't been.

I tweeted to David Lloyd and was sent an email address. They asked for more details which I provided - still no reimbursement.

It has been repeated now as a debit order on my bank account and doubled in April and May. This means almost £900 has been stolen from my account under the name of David Lloyd Leisure. I expect an explanation and reimbursement asap.

I am a member at David LLloyds Kingston for nearly a year now as a platinum member. I barely used the facility, I went today with my 8 years old kids who were so excited and eager to swim. We went inside and were given towels and all. The minute we dipped in the pool we find someone coming over and asking us to leave saying that family time is over. It was very inconvenient because they waited until me and the children are inside the water to ask us to leave. The employee said there were signs about that but I didn't see them and no one at the desk informed us. I told her let us have a quick swim just not to disappoint the kids. The pool was totally empty so there is nothing to fear and I'm a good swimmer who can look after them. They both swim very well. After 5 minutes of arguments the lady started saying she will call someone to take us out of the pool, that made the children really freak out and panic. Followed by a session of crying at the changing room. Not only the kids fun was ruined, they were feeling unsafe and frightened to this exaggerated, definitely not a customer centric behaviour. I want my membership to be cancelled immediately.

I went to club and talked to a member of sales team on 10 March I was impressed with facilities. I explained I would only really be attending the water aerobics classes. I found the £89 quite expensive for just that but I was willing to go ahead having also asked if membership could be suspended. I spend quite a bit of time in Spain. I was told that it could be suspended for a month and also only for 10 days if I was away. I asked her several times if she was sure, she said yes definitely.

When I came in later to pay joining fee I once again asked if it was right that I could suspend my membership for 10 days if I was on holiday. The young lady said no it was 2 months minimum.

I called again to speak to sales lady, after consulting with her manager she said that was the case. No apology. I then asked about 3 month membership but this goes up to over £124 per month. Too much for the number of times I will be there. I would like to confirm that my membership is cancelled and no fee taken. I am very disappointed about the inflexibility of the David Lloyd centre.

I joined Hamilton club was advised I could use other gyms at no time was I advised the gyms I could use was dependent on a tier system.

I advised the salesperson I wanted to use 2 gyms in the Glasgow areas of Milngavie and Newton Mearns as this is the area I work, at no time was it indicated these gyms would not be in the same tier as Hamilton or it would be better to join either of them as they were on a higher tier.

I joined the Gym on a platinum membership in order that I may use other gyms nearby my work places.

I have contacted the gym who have reviewed this concern and have stated the only option I have is to transfer to other gym at an additional cost of £40 monthly.

I was not advised of the three-month trial of the gym when I visited the gym on 23/3/22.I would like to end my contract with no penalties. which I would have been able to do if I had been advised of the trial period initiative which was in place at the time I was enquiring.

I believe that I have been mis sold a service from your company and require this to be addressed

Hello

I made a complaint about being served milk despite having an allergy and I do not feel this issue has been fully resolved.
Regards

Hello I would like to make a complaint regarding David Lloyd leisure I made a complaint directly with them but they felt investigate the complaint and provide a written outcome and also did not allow me to appeal the situation if I needed to.

I don't know how to complain against the leisure centre as they don't have a proper complaints process of which they've not followed with me and there isn't any organisations which are government funded which deal with complaints against the leisure company I found your company online which if I'm right investigates complaint against David Lloyd.

My complaint is regarding staff and members of him racially discriminated me harassed me and bullied me when I was using the services. Every single complaint was documented and emailed and sent to the complaints team for an investigation of which the department failed to provide an outcome for me and instead blaming me and pointing the finger at me when they communicated with me via email or telephone. I hope that you can investigate this because I've had no luck with them and they've always just close the door to me immediately when I've contacted them.

1. Since I joined in Aug at the Sudbury Hill branch, the Mobile App never worked, I took the time to raise the issue and was told that the management is aware of it (and it happens to all members who re-joined) and resolving it-till this day the app does not work. IS THIS HOW DL TREATS ITS REJOINING MEMBERS? In fact, the Sudbury Hill Manager's arrogance and complete indifference to all the complaints members raise at the reception is immoral. I was many times told by staff at Sudbury Hill, the manager just does not care about complaints!
2. The pools are out of service (OOS) so frequently, sometimes several times per day due to mismanagement of the chlorine levels. This disruption affects the lives of members who have life schedules and this sheer incompetence of the manager at Sudbury Hill pre- and post Covid
3. The Showers in the men's section are simple derelict
4. The cafe is always closing too early because "there is no chef" plus the food is extortionately too expensive.
5. The temperature of both the pool and water is never controlled, too cold most of the time.
When will the senior managers wake up to this horrendous state of affairs of mismanagement of the Sudbury Hill branch of DL?

David Lloyds club ignored my allergy request and instead lied about it. I clearly told the woman I was ordering the coffee with that I cannot have milk and she ignored me and put milk in. I then tried to raise this with her and instead of apologising she lied (despite me having a witness) and then called the manager who made matters worse including telling me to be quite so her staff member could talk when I was simply trying to explain what had happened. It is unacceptable to call a customer with an allergy a liar .. they are close to killing someone there through their negligence

To whom it may concern
David Lloyd Leisure Lt

Ref - Membership (complaint and appeal)
Scott Caddick
Membership Reference [protected]

I wish to write to lodge my appeal to my recent membership cancellation and to raise a complaint about the 2-year treatment I have had to endure at David Lloyd Lichfield. Firstly, I will outline why I wish to appeal and under what grounds. I will secondly give some background information too.
APPEAL
• I wish to appeal the membership ban as it is frankly over the top and another example of the poor management DL Lichfield is under. Andrew Lightbourne has apparently given me a lifetime ban for using a swear word during a tennis match after being yelled at and belittled by a member of your staff. The is a totally excessive response and another example of the "go away" style of management at Lichfield. Certainly, its much easier to remove a paying client than to put the effort in to resolve Lichfield's poor management issues. I have even had a look at matches from the ATP where famous players (Roger Federer) have sworn and yet not even a point penalty was given, but Andrew thinks its appropriate to ban for life from ever DL club. Excessive.
• The incident itself was created by Emily, the tennis coach, yelling and belittling me across the tennis courts in the middle of a game. My actual response was along the lines of "Can you please leave me * alone and stop moaning at me. You are always having a go and can you just leave me alone!". To which she carried on.
The incident was wholly created by her lack of man-management and people skills. Should she have an issue (which in this instance she shouldn't as there was nothing to complain about) she should know to wait until the change of ends and to have a word. During a game emotions and endorphins are running high and passion is to be expected. She should not be shouting at a member across courts, ever.
• I apologized to Emily for swearing and to anyone else that was there. I did not swear at her or call her anything derogatory but swore in the heat of the moment in the context of a sentence. However, I'm big enough to apologize and made sure I did. Emily for her part, offered no apology
• At the end of the session Emily further compounded the issue by wagging her finger like a school headmaster and stating, "Come here you, I want a word". Now I'm not sure about you, but I don't know many "Premium" heath clubs that want their staff talking to clients like that. I certainly won't accept it so told her "no", and that I wouldn't be putting up with your tone any more.
• This incident was just the tip of a very long and deep iceberg which I will outline in section 2. Emily in particular has made my life at DL Lichfield pretty poor. To the point where I have actively avoided her sessions, and more recently avoided the club in its entirety. Feel free to check my attendance records to back this up. Her sessions are poor. She spend most of them on her mobile phone and the rest paying zero attention to anyone.
• It was me who complained about the incident, not Emily. She was so unaffected by it that she sat back down and carried on checking her phone. She has ample time to go and talk to management during the game if a swear word was so bad, but chose not to. I got completely sick and tired of her constant moaning, attitude and arrogance and complained myself to reception. I made a formal complaint and told Emily I would do so. However craftily Emily positioned herself at the side of reception so she could hear everything I said. Therefore she knows everything I have said and could easily create a story to suit and her side is severely compromised.
• I have requested that Andrew actually tell me what Emily has reported and explain what has been said. As the point above raises the issue that the staff member knows my complaint and could easily create a story to suit. He said he would tell me but never has. So in fact I dont know the other side and it could be total fabrication. And it wouldn't be hard for her to get staff under her command to back her up and a couple of members she likes to join in too.
• I also asked Andrew if he has ever played sports and had even sworn. I have sometimes muttered things to myself after a bad shot (so has Roger Federer) but Andrew simply stated that he has never, ever uttered a swear word (yes seriously). Its really hard to talk or rationalize with someone that cannot understand sports and perpetuates to be perfect. If that's his stance he shouldn't be running a sports club as he doesn't understand sports. Sports are passionate, imperfect and utterly frustrating, but we love the struggle.
• The above complaint has never been responded to, and a subsequent follow up has been ignored too. The staff member I complained to said Andrew would be in touch the next day and was not. And a subsequent email have gone unanswered. Ref 7518422. No doubt Andrew will say that his response took on board my complaint however when he rang I asked him if it was about my complaints…to which he replied "What complaint?"

Based on the above point I feel the response of a lifetime ban from all DL clubs is massively over the top. Please note, I have zero desire to be a member of Lichfield and during my complaint requested my membership was cancelled or transferred to Great Bar. I do not want to go anywhere near the club whilst Andrew is manager and Emily a tennis coach. They have made my experience awful and I'm glad I have left. However I have attended Gt Barr more and more, and their staff and service is much better. Josh and Paul especially are great tennis coaches and know how to treat people. And you had a lovely receptionist who just retired….. I'm not sure of her name but she was lovely, very helpful. Therefore for Andrew to decide I cannot attend any club ever, for life is over the top. Whilst I have no desire to go near Lichfield again I may wish to joined Gt Barr and politely request that the lifetime ban be removed.

BACKGROUND
Secondly the above incident was viewed as a singular event. But for me its been a 18 month build up of constant awful service, attitude and sheer ignorance, and I'm surprised I lasted so long. I have raised issues previously but Andrew seems to forget about them and dismiss them. I will outline a few events leading up to it.
• Emily has been nothing short of arrogant, rude and dismissive for about 18 months now. This takes many forms from simply ignoring you when you walk past, to short abrupt replies and she certainly has her favorites. I believe she took exception with me for raising a query over tennis court timetables. Since then the issues began.
One example was the Thursday before the incident when I booked a court for me and a guest to play. Upon walking on court Emily shouted "Oi, what court are you on"? No pleasantries, no politeness, just rude yelling. I replied "Nice to see you too Emily, I hope you are having a nice day?". Her response was "So what court are you on?... you are not on these three cause I've booked them". I'm not quite sure what she was looking to achieve but please, thank you and common decency are the least you should give your members. Once we got on court the guest remarked to me "what's her problem?"….. to which I replied "she's always like it bud".
You may wonder why I didn't complain or raise a query about the above, but what's the point when the management don't listen, don't reply and do nothing? Its just a waste of time.
I could list around 15+ incidents like the above which may seem small, but over time they add up. They all make you feel like you are not wanted and you are not welcomed. And in a health club where you are paying £90 a month and is marketed as premium. Lichfield certainly is not. Its telling that zero incidents of the above nature have happened to me at DL Gt Barr. In fact Josh the tennis coach even had a drink with a few of us after one session, a really nice touch.

• There have been numerous incidents of the tennis courts having no availability but when we turn up to check they are completely empty. This has been raised with Emily 3-4 times but nothing ever done. In fact the more I raise it the more grumpy and dismissive she gets. Yet the fact remains that we are just paying members that want to use available courts are being blocked from doing so for no reason. For this reason I now use local outdoor courts in Lichfield more than my home club, which in itself is embarrassing.
• When you call up about the above and try to speak to reception no one answers. The only line that answers is "new memberships" and they then transfer you. This happens pretty much every single time you ring but nothing has been done. Andrews has been told, but nothing has been done. This will be probably another one of those complaints he knows nothing about.
• The floodlights are never turned on the Tennis courts. When you call reception from the court there is no answer so you have to run into the club and find a member of staff to turn them on. Cue 5 minutes of running around the club trying to find someone….. usually accompanied by grumpy attitude when you do find someone.
• I was having Tennis lessons with a DL coach. Unfortunately this coach left but DL didn't inform me that I no longer had a coach, I found out a few weeks later than he had left. They made zero effort to do anything and I found myself having to try and find my own coach. For obvious reasons I didn't see the point in asking Emily so now have my own paid lessons outside of DL with a coach I found myself.
• I joined on a family membership with my young daughter and girlfriend. The plan was to use it as a family, with my daughter in your childcare. Once I got into tennis I really wanted my daughter to get into it and learn too. Subsequently my Gf left due to poor service and DL then cancelled my membership without telling me. I had to plead (yes plead) and make a case….. (yes make a case) for them to reinstate it. And then they still wanted another 12 month membership…. even though I had been a member for around 18 months.
• Only days before the incident I removed my daughter from her membership and enquired with memberships about my contract as I was nearing the end of my tether. Feel free to check that out.
All in all my experience at DL Lichfield has been horrific. I'm part of a young family and wanted to be a long term family member with my daughter. DL Lichfield should have been my refuge from a damn hectic and overly stressful time. Along with having a 2 year old, I've been working 10-12 hour days, have a few family health issues which are hugely stressful, and all the disruption and stress that Brexit has caused (I have an EU trading business) and that COVID has bought into our lives. And yet Andrew feel it appropriate to add to that by giving a lifetime ban for swearing……. After the incident its caused me a few sleepless night and a lot of internal turmoil. Something no health club should wish upon.
I'm sure Andrew will hide behind the "we are doing the right thing" mantra as its easier than dealing with all the issues that DL Lichfield has. But it takes self-reflection, honesty and courage to admit your mistakes and rectify them. I certainly make mistakes, but speaking to Andrew (who has never sworn ever) he cannot admit to any complaints or mistakes ever. Its utterly frustrating and highly arrogant.
All in I do not wish to step foot in DL Lichfield again. Certainly not whilst Andrew and Emily are employed. But I do with my lifetime ban to be revoked should I wish to join another club in future. Should you wish to issue a warning or put a note on my record for uttering one swear word then fine. I could have dealt with it a lot better and will learn myself from the incident. But I was also big enough to apologize and to admit my shortcomings.
Lichfield is a growing town but is still small. There are numerous friends and families in our boat and Lichfield DL need to understand that small communities talk. And the feedback and continued talk around the DL Lichfield club is bad….. and it seems to be getting worse. DL must understand that they can be part of a bigger community and make a difference in peoples lives, but the current management are just disinterested.
Apologies for the long letter. I feel a little embarrassed at having to write it, but I also feel duty bound to state my case too. I have been a member of Pure Gym, EasyGym, Fitness first and BetterGym…. leaving each due to location. But never have I paid so much money to be treated with so much contempt. And even now, having to write and state my case is embarrassing.
Thank you for taking the time to read this and please respond in due course

Scott Caddick
[protected]@hotmail.co.uk
M - [protected]

I have never signed a contract as when I started my meMBERSHIPS lockdown happened again.
Sp.I cancelled meMBERSHIPS i am not under a contract so shouldn't be harassed for payments

Use actually owe me money but I'm happy to not peruse this if you keep harrasing me I will be forced to take legal action
You can contact me on [protected]

Alan [protected]@outlook.com

i have sent many e mails to david lloyd gidea park and not received one response which is disgraceful
tickets given out ad hoc with no consistency
staff taking photos rather than traffic company and allowing all vehicles to park in disabled bays and many people have not had replies to e mails

I'm a disabled person who has Autism - Asperger's, a specialised disability. I'm been looking at join a club such as yours and have a specific idea of what I would like to do. However, you membership isn't fair or affordable which is a disabling barrier in itself.

Due to my disability I have a routine and structure and this includes using possible gym equipment. Your costs aren't realistic to my specific support needs and there is an opportunity here to make a difference.

I'll look forward to hearing from you.

Kind regards
Jonathan Rackham

We have had our family membership fees frozen since April due to covid, and have agreed they will be frozen until end of January due to travel restrictions (to be reviewed in January depending on government guidelines). I contacted David Lloyd to cancel our family membership yesterday. They said we have to unfreeze our account and pay for three month's membership even though we are forbidden by law to travel to the gym (we are in a different local authority areas). How can I be asked to pay for an service/facility that I am legally not allowed to access? If travel restrictions change in the notice period I would be prepared to pay to use the gym for that period, which I believe is fair.

I was thinking we might rejoin in a year's time or so, but after being faced with a very unhelpful David Lloyd employee I'm tempted to go elsewhere in future.

Berware of this gym club they will make you sign an unfair contract you will not able to gave a month notice if you are member of the club for more than 12 month
they will request 3 month notice and that is unfair according to the ombudsman apart of that the all club is dirty and the staff very rude

for that reason I left the club and I was prepare to offer them one months paid notice and they refuse they ask me 3 months plus cost

what happen to me he can be change but I will like to worn others THEY WILL MAKE YOUR LIFE HELL

there is a lots of fair gym club on the area