bhliveactive.org.uk Avis 17

Booking classes is impossible unless you obsessively get up early at 7am and make sure you book at the right times, otherwise most classes will be booked up. If you are disabled and find it difficult to be up early you have little chance of going to classes, so if you pay for a membership its wasted. Its a pity because facilities are mostly good. Some classes are too packed and uncomfortable, and loud music can be playing next to a 'mind and body class for relaxation', so its not relaxing at all. No empathy for the disabled.

terrible organisation - avoid if at all possible. i've been a member of BH live for 10+ years but recently their prices have rocketed. i am injured and due to personal care responsibilities i can no longer afford their prices (my fault not theirs) - i have a rolling contract and cancelled on the 11th of feb but they are changing me until end of March because of terms - they're right in doing so, i've just said i'm inured and not working so please help out and they don't care. not sure what i expected but not a caring company and the last 10+ years doesn't mean anything to the person behind the email or company policy. There are far cheaper better facilities in portsmouth and i would urge people to do your research before signing up to BH live for sure. Bitter, yes - just left a sour taste.

Since they have taken over Bitterne Leisure Center the prices have jumped. Use to pay £15 for myself and daughter to go swimming for up to two hours. Now that only gets you 50 minutes meaning 1hr and a 40 minutes only gonna cost you £30.

I fully understand why the place is getting so much hate from the local community. Bring back the old owners. BH Live are just greedy rip of merchants

I have been a member of BH Live Active Corfe Mullen for about six months now and feel it’s about time I sung the praises of the staff. Maybe some in particular.
I started with the once a week Easy Breathing class with I would strongly recommend to get started.
The instructor Suzy is absolutely fantastic, you are doing basic mobility cardio and resistance exercises station to station at your pace.
I then progressed to the Health Circuits class doing this again once a week. This is basically the same but further advanced and harder. So now with two sessions a week, my goal is to advance again with a further one Heath Circuit a different day making three. All these classes are run by Suzy which could not be bettered.
As far as I am concerned all staff at Corfe Mullen are tip top and should be proud of themselfs giving an excellent service to the community
Especially Suzy

The sauna at Mountbatten has been out of action for months now, I’ve been promised that it’s about to be fixed but that day never comes. They rarely answer the phone when calling for an update. Seriously thinking about walking away.

Our son does swimming lessons with BHLive, so far they have cancelled lessons 4 times in last 3 months due to sickeness totalling to a months Direct Debit, on contact with them we just got a cold response and a F you really. Reply from BHLive, so if a staff member is sick or goes on holiday its not BHLives issue, they just cancel. JOKE, thank you Amelia Jardine for that warm robotic I dont give a damn response.

Thank you for your enquiry.
I understand your frustration with this and will ensure the teachers are regularly assessing each week.
Unforeseen circumstances, sickness, and holidays do mean we cannot always guarantee a regular teacher each week, but our priority is ensuring lessons run. As per our terms and conditions we do not offer refunds or deductions for direct debits.

Mountbatten Centre Portsmouth has some terrific aquafit tutors here but a few of the customers, who attend and mostly look as though they would gain most benefit from exercise, just talk in pairs constantly throughout the sessions. Besides being exceptionally bad-mannered towards the tutors, this makes the sessions less beneficial for those of us who go to exercise, many having been referred by a GP or physiotherapist, and are unable to hear what the tutor is saying because of the interminable chat.

Tried to set up a monthly gym membership because I wasn't sure if I would have the time with work and my son to use frequently.

They set me.up for a 12 month contract (partly my fault for not double checking) and when confronted i was basically told it wasn't thier problem.

A terrible company with 0 values or customer care avoid at all costs

I am writing to express my dissatisfaction with the facilities and service at the Littledown over the past few months, as well as my experience attempting to cancel my membership.

I initially subscribed almost two years ago with the goal of using the swimming pool for health reasons. Unfortunately, from the beginning, the cleanliness of the facilities has been far from acceptable. While I initially overlooked this due to the convenience of location and operating hours, the state of the facility has steadily deteriorated to a point where it is now intolerable.

The cleanliness has, quite literally, gone down the drain. The toilets in the changing rooms are frequently filled with urine, which unfortunately spills over into the showers. In addition, the walls are covered with mould, and the floors and surfaces are so dirty that they are dangerously slippery. I am appalled by the poor maintenance and the unsanitary conditions that have become the norm. In fact, this is by far the most disgusting swimming pool I have ever encountered. It is astonishing that this establishment is allowed to operate under such conditions.

Adding to my frustration, I recently attempted to cancel my subscription only to be informed by customer service that I am still required to pay for another two months until the end of July due to the terms and conditions. This seems to be nothing more than a strategy to extract additional payments from customers who, like myself, are fed up with the subpar conditions of the facility. To make matters worse, the reception staff's handling of my inquiry was as disappointing and unsatisfactory as the state of the premises.

I am shocked and disappointed by the overall experience, and I request that my cancellation be processed immediately without further financial obligations. Additionally, I urge you to address the serious cleanliness issues, as it is clear that both the facility and customer service are falling far short of acceptable standards.

BHLive app is useless. I used to get email alerts when a place available in an oversubscribed activity class. That has now stopped and alerts are coming to the phone - no matter how quickly I press, the slot is taken!
also the app seems to crash on Monday morning between 7 and 7:10am - I guess due to people logging on to book classes.

Excellent customer service received from Membership Team.
I contacted the Membership Team to request some assistance with a corporate membership and had a very successful transaction with Jo Sands who dealt with the query swiftly and with compassion. An excellent experience and a very satisfied customer. Thank you.

I am a new member at Corfe Mullen, but I have been having pt training for weeks there and that’s why I joined on the off peak , I had my first free training session with kezia today as it’s part of the membership and she was amazing and I would highly recommend her , also I find all the staff lovely Tony and Alesha are great and also gym manager and Sarah and Claire in coffee shop are so very nice and kind as sometimes it’s lonely going to new places , so I can only say it’s a lovely place to go and I would give it 5* plus highly recommend

I joined at Corfe Mullen in September 2022 as a GP Health referral, and was told the membership had a commitment of 3 months, after which I could cancel at any time. I decided to end my membership in March 24 and sent an e mail to the management informing them that I had stopped my DD and would not attend after the end of March. Imagine my surprise when I received an aggressive e mail and texts from the BH Live debt collection company for £57 in order to cancel my membership. I spoke to David (Manager) who was helpful but said that I would have received a copy of the terms and conditions of my membership along with an e mail copy of my DD. (which I never have) although David said that he had no control of his Debt collection company he did negotiate a small discount but I was still charged £31 for nothing!!
Great Gym but make sure you know what you are signing up for. - Never Again

Poor service. Repeatedly, I have wanted to book a badminton court but I can never get through as nobody picks up the phone and I get cut off.

The customer service is the worst I’ve ever seen, there is no phone number to call them and they ignore your call back request, they are running a joke factory, the only reply you get is an email giving you useless info and when you reply they ignore you, I highly recommend that you avoid this company at all costs

There are many problems here, but the main one has to be the continual and constant cutting of hours of service. The pool used to be open all day and then it was closed in the afternoon until half past four. Now it's closed until 18:30. Why? Also closing early Mon/Wed/Fri now. In addition weekends are ridiculously short hours. Plus now the sauna doesn't open until 7am instead of 6. It seems like they don't give a toss about the customer. And I've not even got on to how long it takes to fix things. Years in many cases.

complete disregard for their members i had a change in circumstances after having a breakdown, and a change in my financial situation i believed i was on a rolling short term contract, never answer their [phones to discuss options cancelled dd ref on to their debt agency, went into the gym at stoke wood spoke to a manager tried to plead my case and get it canceled i was told to leave it with them and they would be in touch this was the email the manager sent to his hq
Afternoon,

I have had David attend the centre today with regards to his un-paid DFC.

He told me he cancelled his DD via the bank as he tried to ring Littledown multiple times to cancel membership. I told him that I would look into removing the late charge (as it is unfair that Littledown do not pick up the phone), but also told him he was in a 12 month contract and his last payment would have to be the 1/1/22.

He kicked off about this, saying he was never told this and never agreed to a 12 month contract. I explained that he would have been informed at the time and that it was all stated in writing too when accepting the terms and conditions. He could not find it in his emails and I could not prove in site that he had signed the terms and conditions and he therefore thinks he is exempt… Can we please have a copy of this so that we can relay that too him as proof.
He is happy to pay for the rest of the contract (if we provide the proof). He is just being difficult about it. Is there any way we can remove his late payment charge please? And if not are we able to give a refund on site?

@Stokewood Customer Ops can you please take over from this as I will not be on the desk until next week. Thank you 😊

and this the answer i got from cust serv

Good morning

Following your conversation with a member of staff at Stokewood, I have been asked to contact your with confirmation of your contract.
When you joined you agreed to a minimum of 12 payments, as you have not completed the contract (6 payments made), we are unable to cancel your membership at this time. Please see our terms & conditions here

However, I can confirm that the cancellation has been process for the end of your contract term, therefore, your final instalment will be 1 April and you may use the facilities up to the end of that month.(any further freezes would extend this date)
Please not any outstanding instalment will need to be made to DFC
quoting ref 864712DP13024, you can also set up bank details here

I would like to take this opportunity to thank you for you membership, if you do change your mind and wish to continue after your expiry date, please let us know.
Kind regards

this was my response as yet no reply
Hi,
Firstly, I am appalled that you discuss your members like this (the content of peters email below),
Firstly I wasn’t kicking of as stated, I honestly believed I was on a month by month contract, i tried to cancel as stated by Peter by phone but no one would answer, As I can barely book in to have a swim when there aren’t many people around, or gym was full , and despite regular requests for help for a workout plan or possible personal trainer, getting lots of promises for callbacks but never getting them,

So as I couldn’t get any answer by phone I cancelled my direct debit. I later received an email saying I’m in arrears the email address is a do not reply one, so I called the number, this is when I found out I was on a 12m contract which I couldn’t cancel until feb, ( this date was also given by Peter)
I asked for a copy of the contract to be sent me but received nothing.

a, I am suffering with my mental health, am under the care of the community mental health team with severe depression and anxiety, and find being around people extremely stressful, ( I can provide a note from my social worker to prove this)
B, I can’t afford it any more, all my household bills have gone up, I’m no longer able to afford to use my car and it seemed the logical thing to do.

I asked Peter what do I do, I can’t provide proof your emailed me the terms and conditions, and neither could you, so I asked what do I do? Can you cancel, can you stop the late payment charges only to be told you’ll be in touch, that’s it, and bear in mind the promises of contact that never materialised before you can see my frustration.

The crass unsympathetic way you have treated me is appalling. I am begging you to cancel and reverse the late payment fees or honour the dec date 12 m as was told by Peter initially.