Next Gen

I was asked to provide members feedback and this is how I feel and despite previous contact I have had no response from the Gym. Dear Next Gen Kings Park Management, I am writing further to the recent communication sent to members requesting feedback regarding the club’s facilities and services. While I understand the purpose of the feedback request, I have not completed the online form due to concerns regarding security on my computer. However, as a loyal member of Next Gen for approximately four years, I believe it is important to provide constructive feedback directly and to formally raise my concerns regarding the current state of the club.

I have been a committed member and supporter of the club; however, I am extremely disappointed with the decline in facilities, service availability and the handling of membership charges during periods where the club has not been able to provide the services members are paying for.

In approximately May 2026, members were advised that renovations were underway, including works to the sauna and steam room, and that these facilities would be unavailable during the renovation period. Members were offered the opportunity to place their memberships on hold without an administration fee during this time. Relying on this offer, I placed my membership on hold from approximately mid-May until the end of June.

However, the issues with these facilities were not limited to the renovation period. The steam room had been intermittently unavailable since approximately January 2026, and there had been ongoing issues with the sauna. Furthermore, the air conditioning system was not functioning during the summer months when it was most required. Unfortunately, this appears to have become a recurring issue at the club during summer, which is unacceptable given the impact this has on members’ comfort, safety and ability to exercise effectively.

I note that Next Gen subsequently advised members that the steam room had reopened and that the sauna was expected to be operational by early July. However, despite this communication, the sauna was not functioning as promised. When I attempted to return to the club after my membership hold period, I was advised that the sauna was still not operational. I also understand that when it was intermittently available, the sauna temperature was only approximately 60 degrees, which does not represent a fully operational sauna facility.

As my membership had been placed on hold due to the unavailable facilities, and because the sauna was still not functioning as required, I should not have been charged membership fees during this period. Despite this, I noted that two membership deductions were processed in July while the club was still unable to provide full access to the facilities included as part of the membership.

I find this particularly disappointing. Members should not be expected to continue paying full fees when essential facilities remain unavailable for extended periods. The purpose of placing my membership on hold was specifically because the club could not provide the services I was paying for.

I also wish to raise a separate but equally concerning issue regarding my daughter, Paris. Paris ceased her membership in approximately late April/early May, yet the club has continued attempting to deduct fees from her account. We recently received correspondence stating that Paris had an unsuccessful payment and that there was an outstanding balance on her account, including a warning that a $15 rejection fee would be applied if payment was not made.

This matter was not addressed in your previous communications. Paris was no longer an active member at the time these charges were attempted, and I request that her account be reviewed immediately, all incorrect charges removed, and that no further attempts be made to recover fees for a membership that had already ceased.

In addition to the facility issues, there has been a significant reduction in the group fitness timetable. The HIIT classes, which many members rely upon as a key part of their exercise routine, have been reduced considerably. Weekend classes have been limited, with only an 8:30 am Saturday class available and no Sunday HIIT classes, while some weekday lunchtime classes have also been removed.

These changes have a direct impact on members’ ability to maintain a consistent exercise routine and commitment to their health and wellbeing. The reduction in programming, combined with ongoing facility closures and unreliable services, significantly reduces the value of membership.

I respectfully request the following: A full review and reversal of all membership fees deducted during periods where my membership was placed on hold and the facilities were unavailable/under renovation A refund or appropriate credit for the period from approximately mid-May to the end of July, as the club was unable to provide the facilities and services expected under the membership agreement. Immediate correction of Paris’s account, including removal of any incorrect outstanding balance, attempted deductions and rejection fees. A clear explanation of how Next Gen intends to prevent members being charged during future periods where significant facilities are unavailable. Consideration of restoring sufficient group fitness programming to meet the needs and expectations of members.

I have remained a loyal member for four years and have always valued being part of the Next Gen community. It is therefore disappointing to reach a point where I feel the club’s service standards and communication have fallen significantly below what members should reasonably expect.

I hope Next Gen will treat these concerns seriously and provide a fair resolution, including appropriate reimbursement for the periods where services were unavailable.

I look forward to your response.

[M Favory]

1 star — Four years loyal, no missed payments. Cancelled on the spot. Very expensive gym, and you don't get what you pay for. The spa I was paying a premium for is out of action most days, and classes and schedules change without notice. This isn't a bad month — it's a pattern of charging for services not delivered and memberships not held. I've cancelled effective immediately as management refuses to acknowledge any feedback, won't disclose their maintenance records, and won't investigate the overcharging. Four years of loyalty. This is how it ends.