C-Life Health Club - Belmore (NSW)

1 /5 Akibul Hoque: I had a very disappointing experience at C-Life Health Club. When I inquired about the high charges on my account, an older staff member responded in a very rude and unprofessional manner, giving me unnecessary lectures instead of addressing my concern. Her attitude made me feel uncomfortable and unwelcome, which ultimately led me to cancel my subscription. A gym should be a place where members feel valued and respected. Unfortunately, this was not the case here. I hope management takes customer service seriously and ensures that staff treat members with professionalism and courtesy.

5 /5 Lalli Reddy: I have been going to this gym for such a long time. There are few people that go above and beyond. Arthur, Mat , Kristian and Leedia. From reception to the classes I do. Arthur a wonderful owner always welcomes with a smile. Mat very caring and i used to do wonderful spin classes with him. Kristian very caring and takes wonderful Revive classes for us Seniors. Her classes always enjoyable and looks after everyones needs. Very approachable and kind. Leedia what can I say She always goes above and beyond. Known her such a long time and always so helpful when it comes to any Admin payments or any other concerns you. She is always so helpful if there is any concern you have regarding the gym . Well done to all of you for the caring nature you all provide that makes me feel to come to another family to this gym. Kind Regards Lalli

5 /5 Kloe Carroll: Ive recently joined C-Life and Ive been so impressed with my experience! The reformer pilates instructors (shout out to Mariana, Kristina and Susan) are brilliant and theyre the most engaging and effective reformer classes Ive done. Today I even had a solo class with Kristina because I was the only one booked in, which was very generous. The ladies in the creche have welcomed my 11-month-old daughter with open arms and I always feel very comfortable leaving her with the team while I workout. All the staff on the front desk are warm, friendly and very helpful as well. Thanks C-Life, will definitely be recommending you!

1 /5 Rachel: I have been a member at C-Life gym for three years. I attended a Reformer Pilates class yesterday, and my interaction with Mark and Arthur was one of the most disappointing and unprofessional customer service experiences I have had at any gym. After a reformer pilates class, I asked the instructor if there would be closure during the holiday period. The instructor told me Pilates would be closed for two weeks but advised me to confirm the details and charges with reception. At reception, I asked the same question to a staff member. Mark, another staff member, stepped in. When I asked whether we would still be charged despite the closure, he told me reformer Pilates would be closed for one and a half weeks (which was incorrect as Arthur confirmed later that it was two weeks on the calendar). When I asked whether we would still be charged despite no reformer Pilates service being provided, he crossed his arms, stared me down, and said “Yep,” offering no explanation, no alternatives and no willingness to help. His tone and body language were rude, dismissive, and confrontational. Mark clearly had no interest in providing basic customer service or addressing my concern. When I asked if he was the manager, he said he was not but was filling in for the day. His power-tripping behaviour was obvious and completely inappropriate. Mark needs basic human-to-human communication training and customer service training before he can handle customer conflict resolution. Confused and frustrated, I asked to speak to the actual manager. Arthur arrived and showed the calendar confirming that Pilates is actually closed for two full weeks, not the one and a half weeks Mark claimed. I explained that my membership is $99 a fortnight, which includes Reformer Pilates and gym (gym is $50 a fortnight), and that charging full price while reformer Pilates is unavailable for two weeks is completely unfair. Mark interrupted again to say the coaches need a holiday, which was never my concern. Arthur also mentioned they charge less than other gyms, which does not address the issue. My concern was paying full price for a service that is unavailable. Arthur offered the option to put my membership on hold, something Mark never mentioned. When I asked why this was not communicated earlier, Mark said, with attitude, “Well, you did not ask me,” which explained the lack of resolution. Mark claiming he was the fill-in manager for the day, yet he demonstrated no ability to provide fair options or resolve the situation professionally. The only solution Arthur offered was to put my entire membership on hold, which would also remove my gym access. This is not a fair or reasonable solution. Under Australian Consumer Law, a business cannot charge for a service it does not provide and must give reasonable notice and fair options. These options should include credit, a partial hold, or some other fair resolution. Instead, I was given incorrect information, no notice, no fair options, and was treated with arrogance. Due to the lack of professionalism, transparency, and respect, I am cancelling my membership and so will a friend of mine whom I referred to Reformer Pilates 3 weeks ago. Members deserve honesty, fairness, accountability, and basic customer service, none of which were provided here.