Fusion Lifestyle Anmeldelser 

They cancelled my swim class and refuse to refund my money back.

I had been a member of Leatherhead Leisure Centre for swimming for a number of years. On 1st December management changed to Better. Knowing that the change was due and having what they call a "cash less" balance in my account and making an additional payment I bought another 10 swims and at the date of transfer I had these still to use with others previously bought and not used When buying the swims I was assured these would be transferred to Better. Alas not so! No such transfer was put in place. I have tried to engage with Fusion but my email sent to their info@ address stated in their Complaints Policy (contrary to the stated terms of their Complaints Policy) has not been acknowledged nor any resolution to the issue. Having spoken to others I am not alone. I am very annoyed and feel given that Fusion Lifestyle is a charity they have not acted as a charity should do so.

Used to be a member of leatherhead leisure centre. It was a reasonable centre while open albeit a bit falling to pieces by the end of there contract. At the start of December they changed providers, and mid-nov they sent a email about membership cancellations (which I filled out as they would no longer have a centre I could access); however I have still been charged for the membership.
I have since reached out in multiple ways including a dedicated email for the transfer of the centre, only to get no response. What seemed like a good company ruined by a lack of commination as they transferred ownership at the end of the contract.

UPDATE:
They have sent this reply, I have sent details once again with no follow-up. I will be following up with legal action.

UPDATE 2:
After 2 MONTHS! they have finally got back and paid the refund. Despite this, they were not sympathetic and did not apologies. Poor company, glad to have a new provider.

No one wants to workout in a place where people shout like animals and leave weights in freefall so that the "bang" is as loud as a shotgun going off! I haven't seen a single individual come and warn these people about proper workout ethic in over 6 months so I'm done and have also cancelled me and my wife's membership. Wouldn't recommend it to anyone who asks.

Disgusted and disappointed. Would give zero stars if I could. Southbury and Edmonton leisure centres.

I’m a single mum in the midst of the living crisis and this company owes me money that I’ve been told it’s very unlikely I’ll ever see again. I am owed over £100 by this company who are stealing and making interest off all the many people’s accounts who are in the same situation to me. Instead of having the money I’m owed to buy extra food to put on my children’s table, big boss is probably sitting on a beach somewhere hot.

I booked £50 of family swimming sessions which were cancelled, a refund was put into fusions ‘cashless account’ which I was told I can’t ever withdraw from or use in the centre as the provider was changing. I filled out a form requesting my money and spoke to the manager and of course heard nothing back.

I am also owed a backlog of money from all of the many cancelled swimming lessons. Once again the heating had gone down in the pools. The infant and family pool was closed for several weeks yet again and so on the rare occasion that I didn’t get a call to say the lesson had been cancelled, my five year old was sent to the adult lanes for her classes. She was actually sent out of the class by the teacher after having to endure the cold temp and just hold onto the side of the adult pool for 95% of the lesson, as the age and ratio didn’t make any sense so the kids had to swim one or two at a time, The children couldn’t touch the floor and the kids were freezing waiting their turn. My five year old was shivering so much for half an hour after the lesson and her body temp stayed so cold, I was truly worried about her health that day. I didn’t even have to make the decision to pull her out of future lessons as they were all cancelled anyway.

The pool changing rooms always smellt like sewage due to ‘drainage problems’, the centre was always filthy and falling apart (literally the ceiling was falling down and constantly leaking, lights falling into swimming pool).
I don’t understand how this place was backed by Enfield council, fusion literally ran it into the ground and squeezed all the money they could out of this building before running away with my money and I’m sure many others too.

Now BETTER gym has taken over my local centre and all the surrounding centres so what’s the likelihood I’ll ever get my money back.

I really felt for the poor reception staff on the frontline in Southbury having to deal with furious customers on a daily basis.

Mario the swimming teacher is fantastic and my daughter is extremely happy that we found him at your location. She used to do lessons with Mario at Tottenham Green.
Well done for having very kind and helpful people at reception too.
We also appreciate that the changing area is clean.
We do travel a bit to get there but we don't mind. 👏👏

Members Beware!
My child is part of a swimming lesson. 8 lessons were cancelled between June and September, and i am still awaiting a refund. Effectively they have stollen my money.

My daughter started swimming lessons a month ago. She was very nervous to start and she’s only 6yrs old but was told her teacher was very patient and the kids pool was a calm environment to learn in.
So far she hasn’t had the same teacher once- it’s been someone different every week! She also hasn’t had a lesson in the children’s pool as it’s “broken” and has had every lesson in the large / chaotic / deep pool.
One week the teacher was so unkind and lacked skills that he made the children cry, to which he told them “no I’m not gonna put up with that noise”!!!
Not ok.

For the price of a membership the gym isn't well equipped. Members would benefit from a gym only option as I can imagine the pricing is based on usage of the swimming pool etc. which not everyone uses. I'd hope the equipment is replaced soon since it is quite outdated. However, the atmosphere is friendly and welcoming.

This is regarding Brockwell Lido. We have no hot water for a week now at the gym which is essential, we only have two working showers for months now in womens, a broken steamroom and hydro pool for over a year and a half and a broken outside sauna for even longer. On top of that the pool is dirty and some of the running, cycling, the rowing machine and more are not working. It's a joke and Fusion is taking advantage of the fact that people appreciated this local amenity. Im very sad and frustrated that i have to end my membership as I like the Lido, staff and members but I feel exploited by Fusion. They are thieves really, false advertising all these amenities and basic facilities that don't work and don't exist and taking advantage of our love for this local amenity which they exploit. They also think we are thick saying there is a missing part for the steamroom coming from out of space probably since its been so long... then suddenly the steamroom worked for a day and then closed again. This has happened more than once, since that missing part is been on its way... Reading from other reviews from other gyms Fusion runs i guess this is their business policy on how they run them. We should get reimbursed half of our fees back really!

I am writing to express my profound dissatisfaction with the consistently cold water supply in the showers at the swimming pool facilities in Braintree.

As a regular patron of the swimming pool, I am greatly disappointed by the persistent issue of cold water in the showers, which has been ongoing for several months. This problem not only affects my personal experience but also disrupts my ability to adequately care for my children after their swimming lessons, for which I pay a monthly fee.

Furthermore, despite sending several complaints over the past three months regarding this issue, regrettably, no significant action has been taken to resolve it. It's disheartening to observe the lack of response or improvement in addressing this recurring concern.

The unavailability of warm water for post-swim showers poses a considerable challenge as it prevents us from effectively rinsing off chlorine and other pool chemicals. This not only compromises our hygiene but also raises health concerns, particularly when my children are attending nursery or when I am heading straight to work after using the pool facilities.

Additionally, the overall cleanliness and maintenance of the facilities fall below acceptable standards. The unsanitary conditions of the showers, unclean floors, neglected corners, doors, handles, and dusty ventilation systems are deeply concerning.

I urgently request immediate action to rectify the situation, ensuring the consistent availability of warm water in the showers.

I sincerely hope that swift measures will be taken to address these pressing concerns to ensure the safety, comfort, and hygiene of all patrons using the swimming pool facilities.

Staff is really nice however water its cold and they have got poor cleanliness standards. Do not recommend.

Since the end of COVID and the reopening of Southgate Fusion Leisure Centre, I have been appalled by how this centre has been run. The sauna, and steam room timetable seem to exist rarely, and many times it's closed - with many varying excuses. The showers, changing rooms and sauna facility are badly maintained and rarely cleaned. So much so that I'd rather not shower at the gym and would go home to shower. Raising issues with customer services is a pointless exercise, as they do not respond to your email. So Basically I've paid for a council/private gym membership that has failed to actually provide the services that they proclaim to provide the local community.

Brilliant facilities and a great environment highly recommended joining

Love my local Lido. Loath Fusion Lifestyle. The water is filthy, the changing rooms are filthy, the sauna is filthy, the floors are filthy... the whole set-up stinks. The sooner Lambeth replace this mis-management shambles the better.

Fusion Edmonton Green - I have been a member since December 2022. To date, I have only been able to use this Leisure Centre a handful of times. The condition of the Centre went from bad to worse. I only joined in order to use the swimming pool, sauna and steam room which became impossible. Firstly, I would like to mention the filthy changing rooms which are not fit for purpose. During my visits I never ever saw anyone clean any part of the changing rooms. I had to go home and shower as I didn’t want my body or my belongings to touch anything in there. The swimming pool was often in use for school children so I was unable to use it during school holidays and sometimes, when I could use it, we would have to wait for 10 minutes before we could enter the pool due to the pool being used for children's classes. This was very annoying especially as we only had a set period of time to use the pool. The steam rooms and saunas are always closed. It just became impossible to have any consistency in my work-outs. I would try to call before going to find out if the pool was closed or whether the sauna or steam room were working. No one answers the phone.

I had a multi-centre membership so I thought I would try Southbury Leisure Centre. I went there once but the changing rooms smelt of urine and the shower facilities are set up for school children not adults. It’s set up more like a dormitory shower area. The only way you could shower would be to keep your clothes on as the showers are used by both men and women.

I didn’t give up. I tried Southgate Leisure Centre. I booked two swimming sessions only to be called by the Centre prior to arrival to let me know there’s a staff shortage and there would be no swimming sessions on the days I had booked.

I would have tried Tottenham Green but I saw pictures of the pool covered in algae since 2022.

Basically, I paid for an annual membership and used it a handful of times. I would stay away from Fusion gyms as they do nothing for health and fitness. There is no customer service, no one to contact if you have a problem. It is a waste of time and money!!!

Very rude and dismissive manager. Was offered discounted first trial month by member of staff, they took next month's payment early and refused to refund when I didn't want to continue membership. Was asked to sign up over the phone where terms and conditions weren't explained. James first claimed that they always explain this to customers but a few breaths later said they don't have to?

After reading through previous reviews, this seems to be a very common issue.

Out of 4 weeks of swimming lessons I have only had an instructor twice. The worst part is I’m still paying for a lesson when it’s just what they call a fun swim. Not very impressed.

The Fusion - Leatherhead Leisure Centre
I love using our local centre, but the provision has been falling behind in all aspects:
-Swimming - Diving pool empty for around 1.5 years, problems with warm water, cancelation of lessons with no refunds, Steamroom/sauna not open
-Gym - equipment lots of equipment is broken/dangerous to use, leaks
-Courts - buckets regularly on badminton courts or cordoned off areas
-Parking - Lights turned off if front car park, visitors have to bring their touches, not to fall over the many potholes
List of issues is endless, Staff is great and trying to do their best to keep positive.
I am waiting for a re-fund of class that I had to pay for, due to app error - still waiting since 8th Sep23 (72hour turnaround!). Also I would like to apply for 2 Swimming lesson refunds, due to cancelations/class - book your catch up e-mail sent, but there is no other time this age group runs.
Overall, majority of members feel like we have to compromise all the time, we don't get the service we pay for, but we like the staff and instructors.