Terrible with cancellations
Was trying to cancel due to having a baby in a week and won’t be going. Sent a request asking to cancel and they said they required a reason for cancelling to process my cancellation, which I told them.
4 charges later, I messaged asking why it hadn’t been cancelled and they said that their previous email provided all the info on cancelling however I didn’t know the needed a picture of the card cut up. No one told me and I didn’t read it on the website as I was in hospital for a week and then having a newborn... they did well getting $100 out of me
Did not receive assistance trying to access facilities, would not let me cancel during COVID
There are a couple of facilities I could access in my area but two were unstaffed during staffed hours, never contacted me back, so could not get FOB access. Fitness Passport did not assist me with this issue. They would not let me cancel my membership, instead placing me on an indefinite suspension period, before reinstating fees without notice.
My final call with them (November with issue beginning in February) involved a staff member telling me how generous they had been to me and how I had received a service (not sure what service, as I c...ould not access facilities). However, to the staff members credit, they were sympathetic and agreed to reduce my cancellation fee. Next time I will join a single gym, which is cheaper, and will not be recommending this program. Not worth the frustration, in my experience. However the program itself could be good for your situation if you do not have the same hassles as I did.
Due to COVID - 19 and the restrictions that came with it I regretfully needed to cancel my membership due to working in Victoria but residing in NSW and joining a Fitness provider in NSW who was not part of the fitness passport.
Every step of the way Sharnee made me feel comfortable with my decision even providing me with other options eg: keeping my membership on hold instead of cancelling which I did take up until I felt that cancelling at this time was the best option for me due to joining a NSW provider till March 2021
I will definitely be re-joining Fitness Passport in 2021 and thank them for their exceptional service
All great until you want to cancel
I have been happy with the membership, up until now when I am wanting to cancel. I have emailed several times and not had any response or confirmation that my membership will be closed. I received one email back asking why I wanted to cancel I explained why and asked for it to be closed I can cancel now as I have had membership for years) Since replying I have had radio silence. I have emailed 3 times this week and no response it is terrible service. I get that they would be busy due to COVID but it has been days now and no response at all. Just not good enough.
Happy with FP
I have been with Fitness Passport for 2 years and have no complaints with the service, the pricing, or the ability to be flexible with my membership during this time. I've gone from a single membership, to a family membership, back to a single one again with no issues. I appreciate how timely they have been able to respond to my inquiries throughout the hectic COVID period where I am sure they have been inundated with emails from members all over Australia. Sharnee in particular is lovely to deal with and I appreciate how accommodating she was ...in placing my membership on hold for a longer period than what is normally allowed as I am unable to get to the gym at the moment. I look forward to being able to get back to my local gym soon :-) My only complaint, in line with what I've seen a couple other people say, is that there is no phone number to contact FP directly, however I've been satisfied with the timeliness of email replies irrespective of this
A great service
While I only used the service a couple of times before COVID, I was impressed by the range of facilities available. When I needed to cancel my membership because of health issues, I was contacted promptly and personally by phone. The response was very understanding and compassionate.
- Verified customer
I would have said don't bother, but they have redeemed themselves.
I went on long service leave during COVID and during that time Fitness Passport resumed debiting my pay without my knowledge.
I have been trying to contact them to have the amount credited or my contract extended by the weeks I was on leave.
I also wanted to find out about possible cancellation as the gym I used did not reopen and they don't have any Yoga suppliers here where I live.
I have now tried three times to contact them, as well as my workplace representative contacting them, and I have had no response. It has now been a fortnight...
File complaint with Department of Fair Trading
Very poor communication that takes weeks to reply.
A family membership in Albury is $42 a fortnight.
For this I can access 3 venues 2 of which have additional fees and all closed pools. I was lured into this program with many more gyms on the list but they have since left Fitness Passport and yet the fees for my area are incredibly high.
Look at the volumes of complaints. Just take it straight to department of fair trading, customer rights still apply and services aren't provided.
Can't book a class
Due to Covid restrictions, Fitness First requires people to book into group exercise classes. I just tried to book now over the phone but was advised that they can't book Fitness Passport members. My only option is to turn up and hope there's a spot. Considering that the class I'm keen on is a popular one (I was told it's nearly full already) and is on during a popular time, I'm not holding my breath. Very inconvenient, Fitness Passport.
The worst customer service experience, don’t use their services. It is not worth the frustration and hassle.
The worst customer service experience, don’t use their services. It is not worth the frustration and hassle. It will take them 1 month for them to reply to your request and Additional time if you need another reply.
Pleasant and Helpful customer service
The Team at Fitness Passport have been very accommodating and efficient in their service once I contacted. I received and email the same day and a few follow up calls. Once I was able to speak to the staff Sharnee was polite, reassuring and helped me make a more suitable decision to my situation better than I had planned. I didn't expect customer service this great during the current climates circumstances and was very pleased to speak with humbled staff!
Please contact me via phone
Why is it so hard to login? I suffer with severe PTSD through a work related injury..I have not used any gym post coronavirus lock down...I left a message on the mobile number I was given by a work colleague. I need someone to talk to me, not a computer a human being...Like please it's not that hard or is it ?..The amount of 1 star reviews is not good..This is not helping my PTSD...Please call me. I got in contact with fitness passport and they responded with my issue very quickly...Thank you fitness passport it was nice of you looking after my contact...Much appreciated...
Fitness Passport is great value and it is more than clear when you sign up the cancellation policy and minimum contracted period (just like any gym). The value I get from my membership is great. As with any product, reviews are often only done when a customer generally does not get their way. Having read the previous reviews, lack of knowledge of the terms and conditions should not result in the writing of a negative review particularly when the company is transparent with their conditions.
Having worked at facilities that accepted fitness pas...sport (when I was not even eligible for it) I can say with confidence that members were satisfied with what they were receiving. The moment I became eligible for the program I signed up immediately and can assure you that the fitness passport fee is less than my standard gym membership fee. You certainly do get what you pay for on this program and have no intention of cancelling my membership anytime soon. In terms of contacting customer support, I have had no issues with receiving a response from them via email even during the pandemic period. While it is understandable that in the current circumstances a response may take longer, I have never been ignored noting that I have been a member since early December.
Cancel fitness passport
I cancelled my fitness passport after a month of signing up due to personal issues that i am going through and unable to go to gym. I contacted the team and explained my circumstances, they were very helpful and understanding. I was able to cancel my membership without a fee.
Thank you so much. I will contact with you guys again when i am ready in the near future
Customer service lol
When there is almost as many one star reviews as ALL other stars combined something is wrong but fitness passport staff will tell you they are doing the right thing.
When such a large number of customers are all voicing their anger it doesn’t matter how you try and justify it maybe your doing it wrong.
Charging people for a service you can’t provide and then saying “ yeah but a (generic) email was sent out” doesn’t cut it.
Try listening to your customers, stop looking for loop wholes to make a dollor and maybe these customers will be happy and won’t be leaving angry and will refer a friend.
Don’t bother with the reply Michael, sick of the excuses
Charged for a month with no cards or response
I have been a FP member in the past and was very happy with it, however in the time since it has reopened post our restrictions in QLD I have been charged for a month of usage but they haven't been sent my new cards and do not respond to my emails. I appreciate that these are tough times, but is it really that hard to print some cards off or even just have a system whereby you can print something yourself and take it to the gym and sign on that way while you wait for your card? Just provide some kind of response. It's a very poor effort by them.
Do not join it now until they get themselves sorted.
No response, terrible contact system, gyms not available.
Although my initial experience with fitness passport was positive, after attempting to contact fitness passport and cancel my membership I realised the there are some obvious flaws in their system.
Only after a poor review was given did I receive any response. After initially contacting to cancel early in the year, no response was received, the next contact was a direct debit from my account, worth mentioning at this point that the location I go to is still closed.
Regardless, a very manageable explanation that my intention was to cancel was met with no discretion and no refund on direct debits following my lost/non received request to cancel.
Questions & Answers
Does fitness passport have contact telephone numbers for member inquiry? It seems very difficult to inquire through e-mail as responses appears to be automatically generated.
Any facilities around chermside??
Fitness PassportFitness Passport
Thanks for your interest in FP! Please send us through an email to email@example.com with your employer's name and location and we'll send you the available facilities.
What are the eligibility requirements for business to join/apply for the fitness passport? I cant seem to find any information on the Fitness passport website?
Are all businesses eligible? What makes a company eligible? are there specific requirements such as a business must have a certain number of employees or a certain type of organization etc
Fitness PassportFitness Passport
Thanks for getting in touch.
Each organisation is assessed by our team. The best thing to do would be complete the form at the link below. The email you receive after submitting the form will also provide you with further information.
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