Updating my earlier review as I have had a response from the owner. I appreciate you getting back to me but I am going to challenge a few of the facts presented.
1. It is stated in the response: "It is unfortunate that you were unable to attend the classes that you intended to when you joined the gym, however our mixed level classes are designed for all and these are the classes that are available at lunchtime."
I tried going to Thai boxing and boxing classes last year and was told that I would need to do the beginners classes for 3-6 months before joining these intermediate lunchtime classes. This is a fact, you can tell me that the lunchtime classes are suitable for beginners all you like (maybe they are now, I don't know) but this is what I was told when I first joined, which is contrary to what the person who took my money and signed me up told me. Dispute this all you like, I'm telling you that's what happened.
2. It is stated in the response:
"We have a cancellation policy and our staff have been working with you to implement a plan that is fair for both parties."
This is incredibly misleading and seems to suggest that I have been offered some kind of termination of my membership based on my complaint. Let me be clear, following my complaint I have been working with a member of Urban Kings staff to resolve this issue but so far I have been offered nothing other than the opportunity to attend a Friday afternoon class which now allows beginners to attend. I have not been offered any kind of cancellation/termination of my membership, I have essentially been offered the opportunity to attend a class, which, as I'm still a member till September I'm presumably (hopefully) still entitled to do anyway?
3. It is stated in the review :
"Apologies again if you feel that you have been mistreated in your experience of Urban Kings, however we feel that this review is unwarranted as we dealt with your concerns as soon as you raised them and even offered an alternative lunchtime class with a trainer who specialises in helping beginners to gain more confidence."
As you can probably tell from this review I take no small amount of issue with the statement "we dealt with your concerns as soon as you raised them...". There's a chance they may be referring to a separate time where I was offered a one month membership freeze due to a different issue (there was a chance I may have been based outside of London for my job), but even that wouldn't have been a satisfactory resolution and that is not the issue we're talking about here. To re-iterate the issue is:
- I was told before I joined that I could join mixed level lunchtime martial arts classes
- When I tried I was told by two separate trainers (who were both very nice) that I couldn't
My issue is not with the trainers at all, or the classes which were always good when I was able to attend. My issue was that whoever was happy to take my money for signing up misled me as to the nature of the classes.
The trainers are fantastic, my experience of the gym has not reflected this sadly.
Original review:
"Going against the grain here I know but I've been a member here since around last August and for me it's unfortunately been a huge money sink. For a bit of a context, I have a young family and was very clear when I joined that I was most interested in the lunchtime martial arts classes. I was told that these 'mixed level' classes were appropriate for beginners but it transpired that actually they weren't suitable for beginners at all, and I'd have to do the beginners classes before graduating to the mixed level classes. As the beginners' classes are in the evenings (even mornings would have been better for me but that's not an option) I only managed to go for a handful of classes. I should stress that I enjoyed the classes I did go to but, sadly having been misled at the start I struggled to keep it going and by now I've lost momentum. It's a shame, since, if I had more time I'm sure I would really enjoy it but having been misled at the start I can't recommend it."