Fusion Lifestyle Avis 

Dartmouth Leisure Centre. I was verbally attacked and physically threatened without provocation by a Fusion lifeguard 12 months ago (who left the pool without a lifeguard whilst he chased me to perform his attack). This was not dealt with properly at the time, but did result in the member of staff resigning from their post after several other incidence's and complaints and causing significant damage to pool equipment.
Roll on 12 months, new centre manager and this aggressive member of staff is re-employed as a lifeguard again. This man has a personality problem and cannot control his temper and should not be working around vulnerable adults and children in any form, let alone lifeguarding them.
Another female member of staff lied to me when I asked for the area managers email address to report my concerns and refused to give it to me, saying I had to go through the centre manager. My issue is that the centre manager re-employed this person and clearly has not done the correct background checks before doing so.
Nevertheless I have emailed both the centre and area managers and over 48hrs have passed and I have heard nothing from either of them.
This company is a disgrace. Moreover there is a serious safeguarding issue here and it is not being dealt with. I’m not sure where the buck will stop? Someone being assaulted by this lifeguard who just caught him on a bad day?
You can give this lifeguard all the training in the world but you cannot train out a personality disorder.

UPDATE:
Email from unknown person in admin team at HQ - I have to wait a further 72hrs to hear from someone regarding this complaint. I have already been waiting 72hrs vs their company complaints policy of 48hrs. Meanwhile you have an aggressive and volatile member of staff lifeguarding vulnerable adults and children. So 144hrs in total. This both disgraceful and dangerous. Let’s hope nothing happens in the meantime.

FURTHER UPDATE 5th February 2024:
Thank you for your reply Fusion. I am not “in talks” with anyone from Fusion. I was sent an email which I replied to with further questions over a week ago and since then have heard nothing. You are an absolute disgrace.

Poor quality swimming lessons for children. First lesson cancelled and no one told us until we were poolside. We've never received a refund for this lesson. Second lesson was in a different pool to what it should have been and the children didn't have enough space to properly swim in. Third lesson was a different teacher to the first lesson and there were so many children to one teacher that the teacher couldn't possibly offer adequate feedback to all the children. I've now canclled but still have to pay for another month that we won't use.

An update on previous post about annual membership.. this got escalated to a manger, who you think might have been more helpful!! But no, just the offer of putting my membership on hold, even though it has been explained due to health issues, I don’t IF and when I’d be able to return the gym.. POOR Customer service to say the least!!!!

I was charged £22 to play tennis for an hour - then they cancelled it and didn't refund me. I've been chasing this for 6 months. I'm only writing this review to try and get their attention. It's wasted so much of my energy.

Kempston site has been out of hot water for over 4 months in the showers. They don't listen to customers.
The Oasis has problems with facilities.

Any chance I might get my refund I’ve been chasing for over one month ? I’ve resorted to here because my calls and emails are being ignored! From my membership being cancelled from fusion Leatherhead when it changed to Better. I’ll await your help . Thanks !

I have been visiting Southgate Leisure Centre for years both as as a pay as you go attendee and a member for many years.
In November 2023 I loaded credit to my Southgate Leisure Centre Fusion account to enable booking of classes.
I did not receive any communications advising me that the club was changing to Better at the start of December or that I would be unable to access my account after a certain date.
I am now unable to access this account and the staff at Southgate Leisure Centre are unable to assist me.
I called, emailed and left feedback to no avail.
Customer services is non existent.
I have already provided my account details to the Fusion team and finally received a response from the enfield refunds team after submitting a complaint to Fusion and to my local Councillors.

Fusion Frome Somerset. Recently I subscribed as a senior to try aqua fit and aqua moves to improve my health. Paid cash for the class with the intention of registering and paying monthly but had to cancel the day for health reasons. They refused to credit it for the next class. I don’t think they have the interest of the community

It's a great gym ! Fusion Lifestyle offers some great Group exercise classes and offers wonderful guidance from trainers associated with this gym. My only complaints are that there are not enough lanes open for swimming especially early morning when I prefer.

Our swimming classes were constantly cancelled, sometimes we would only find out once we had got to the pool. I am still outstanding a refund for 10 classes. I have submitted three refund request forms, called Arnos pool and emailed the main office to no reply. It has been over 9 months and I am still waiting. The swimming pool has now been taken over by Better and will not honour the refunds. Cannot get hold of anyone from fusion.

Despite emailing over the cancellation email for skating lessons at Oxford ice rink to employee which fusion will not allow me to name, and being promised the arrears will be removed, nothing has been done. Apparently a manager needs to do it and they don’t seem to exist. This has been going on since October! I emailed a complaint nothing happens. I filled in the survey (apparently they want to do better) nothing happens! Be careful entering a membership as trying to get out is impossible. Just glad I cancelled my DD otherwise they would just keep taking my money!

The outside lido at Park Road, Crouch End being open all year round is really great. Much appreciated. Sad, however, that after some three years, there is still not a flourishing cafe inside. A cafe can be the heart of a place as a meeting place and moreover represents consideration for customer needs. Surely more effort could be made by management to attract potential vendors to get this facility operating once more.

Well’s leisure centre
Great coaches
Centre provides variety of classes suitable for varying abilities with trainers that are knowledgeable,encouraging and generally nice people

AVOID LIKE THE PLAGUE
Fusion are by the far the worst when it comes to customer service. I was on a joint membership but the other person opted out so at my local centre, I changed my membership from the joint costing around £90 to one that costs around £37 (Even though the gym isn’t even worth that amount with the dated equipment- the centre I go to doesn’t even have an ab cruncher machine?). I confirmed with staff that the next payment would only be £37 moving forward and they said yes. To my surprise, the next month, Fusion still took the money for a joint although I cancelled and confirmed this. This happened in October and now it’s January and I still am yet to get my refund of over £50 back. As my centre has now changed to Better, some of the staff that were familiar with my case and was helping no longer want to know due to a change in uniform (pathetic) and I have been advised to contact the next nearest Fusion in Tottenham but have spoken to staff who give me conflicting responses; one minute my refund is on the way and should have been received before the end of 2023 but I didn’t get it, then someone else is telling me it will take some weeks more and now the manager is saying that Fusion won’t be giving me the refund and I should ask Better instead although they didn’t take the money from me and I have already been told that it’s on Fusion and nothing to do with Better?!?! No one knows what they’re actually doing there and this has caused more stress than anything else.
I would like to raise a formal complaint and take this further because why am I practically begging for my money back that they incorrectly took in the first place?!
I have countless emails and have spent so much time on the phone and in person going back and forth.
Fuming.

Upon joining, Noone actually advised that for a 1/3 of the month the facilities are not available after 3pm due to "festive season" when all other working people are actually not finishing at least until 5pm. Since Preparing for marathon with schedule of exercise 5 days out of 7. That would be a crucial piece of information. Not to join as won't be able to use.

Dreadful company. Take money from your account without authority to do so. An absolute mission to get a refund (ongoing still) and no accountability for their mistake. Avoid at all cost!!

And their response -“Thank you for your feedback. I would like to confirm we do not take money without authority if you have a direct debit set up as a method of payment being an example. Please can you email more information to you ongoing refund request to (***) where someone will be happy to assist you”

They do take money without authorisation- I cancelled my membership, provided the correct notice period, advised not to cancel my DD yet they continued to collect payment so their response is a lie. I’ve lost count of the number of emails I have sent to them to complain/obtain a refund (via their suggested email) - they NEVER reply!! Trying to look like they’re doing the right thing on their reply without following through with their promise. I reiterate, AVOID AT ALL COST!!!

Awful - been trying to cancel my daughters swimming lessons for almost a month now. No one replies to emails, no number to call. Will have to dispute any direct debit taken from my card.

Booked a skating session with skates 4 days prior to attending. Had to try to cancel or amend booking using their enquiry form 2 days prior to the time. Never had a reply, so called the day prior, left message. No call back. On the day, earlier than my booking, again attempted to call, left another message. Got a message back saying their "system" does not allow for refunds or amendments??? I suppose that goes with the normal places that are anti customer service? My nomination for the 2023 "Jobsworth Awards", Fusion. And I looked, can find nothing on their booking sheet that warns you that this is their policy. Suppose this is a prime place to avoid!
I was sent this email:
Good afternoon,

Thank you for your email, I am sorry about that but our booking T’s and C’s are non-transferable and non-refundable therefore we are unable to refund back for the session, I do apologies for this.

Kind regards
Kayleigh

And here is the email I sent to ask to amend:
Content: Hi, I've booked three tickets for skating and skates on Friday morning at 10am. I'm afraid I have now found out I have to work and can't bring the kids skating. Is there any possibility I can please change the booking to next Thursday at 10am? Bookings reference number: : 850249820 and for skates 850249829. If you are unable to move the booking it's in the name Gaspare, could I please have a refund? Thank you for any help you can give. Regards, Don Gaspare
Enquiry Type: general-centre-enquires

I have since after they asked me for the information regarding the booking and given it to them, not heard a word back, but I'm not surprised.

And just for info, I and the family now go to the one in Milton Keynes, it's newer, nicer, and great value for longer sessions than Oxford affords. Also booking is more customer friendly.

I have experienced the same issues as others are Leatherhead with my membership fee taken and not having transferred me to the new provider despite their assurances this would be actioned. I have sent several emails, including one attaching a formal letter before action, all to which have I have received no response. Regrettably I will be needing to issue proceedings in the small claims court in the new year. Disgraceful organisation.

Was a member of Leatherhead Leisure Centre before it got taken over. I was incorrectly charged for a month membership. It has now been 3 weeks and no refund on this and when trying to email and phone, no response from fusion lifestyle. I would avoid this company all together as there is no communication and they are impossible to get ahold of. I’m now still waiting for my refund which is unacceptable, especially this close to Christmas.