Surge Health & Fitness

You can check out, but never leave – Like Hotel California, you can check out, but you can never leave. Even if you've finished contract and had major surgery. Wanted another months notice (money). Disgraceful.

Unbelievable – I asked for my membership to not be renewed upon the end of my contract. Gave appropriate notice, followed the rules they set out. They continued to charge me past my contract date and refused to accept my cancellation. Refused to answer questions and even tried to threaten me with legal action if I didn’t continue to pay past my contract date. I… Read more

have evidence including emails, screenshots and a copy of my contract. I can’t believe that they treat people this way, so incredibly predatory and unprofessional. Just be aware, you’ll be charged $370 if you wish to cancel before your contract ends and if you follow all the rules and try to discontinue the automatic renewal of your contract, they’ll likely make it an absolute nightmare and continue to attempt to take your money anyway.

Transfer of membership – I joined Butler and the treadmills did my work I then joined Clarkson due to unforeseen circumstances and got hit with a $40 transfer fee absolutely ridiculous

Im suprised how good they are!! – I have always been a hard marker so 5 star reviews from me are rare. I joined Surge Butler 18 months ago and the gym is 10/10. What surprised me was the paperwork and direct debit system, to my eternal surprise they did do any dodgy stuff and its worked perfect for me. This week after 18 months I have renwed my membership to include all surge… Read more

gyms, Butler is space age and jam packed of great members, they other gyms are not quite as nice, but its my gym and I love them...so for me its worked perfectly.

Surge Fitness, Wanneroo – My husband and I have been members of Surge Wanneroo for over three years and have found that this gym offers a consistently friendly atmosphere, with clean and varied equipment. I like being greeted by name! The PTs, reception and managerial staff are friendly, efficient and professional. All have coped well with the difficult times which we all… Read more

have faced over the past 18 months. The classes are varied and facilitated by hard working and professional people. And, the coffee is great!

Great gym – Great classes and instructors. Love the new Wanneroo layout. SConnect is a great program. They invest in their equipment and gyms often. My kids love the crwche and kids classes.

Disappointed! Don’t waste your time ! – Rude staff and terrible customer service. To make matters worse, they mislead the customer with false offer and services.

Terrorist wannabe gangster crooks – Sexually harass members, using client profiles on their system to obtain members numbers and addresses, cancel memberships for no reason or for speaking up, sack staff if they report sexual harassment,keep withdrawing money, will ignore all communication, talk about members to other members… please report any problems to consumer protection and… Read more

the ACCC. Can be done online, then go to the bank and put a stop payment on direct debits until consumer protection and ACCC and your lawyer if needed intervene.

Sadly... Not as described – I am astounded at the number of positive reviews for this gym. It is because of these that I once again agreed to join a gym. Sadly my experience has not been remotely nearly as positive. Is it that we, who see the real, not so glossy side, walk away from reality and do not take the time to post so that the other side is not heard? I am taking the… Read more

time to post so that others can make a more informed decision before joining Surge Gym Clarkson. I joined in good faith—the salesperson, the same one who promised that there would never be a lock-in contract, booked a personal training session five days later, explaining that everyone was busy. I arrived for the session fifteen minutes early. I was showing professional respectfulness and courtesy. I was greeted and told to warm up, and the person will be with me shortly. Forty-five minutes later and thirty minutes after the personal trainer was scheduled to arrive, I still sat on the exercise bike waiting. I decided that something was amiss. Has the trainer gone to the wrong person? Am I invisible? I go to the front desk to enquire. The personal trainer is away. Sick? Flight back was delayed, etc.? They will call me shortly. This was Monday. By Friday, I hadn't received a call. The salesperson called to follow up. Hope? I thought. I received a vague explanation and an apology with the offer of more personal training sessions and a rebook. Okay, take two. The next session was with a new guy. Of the 60 minute session, he spent 40 minutes trying to sell me $450 worth of personal training sessions and encouraging me to sign up for them with him. In this time, I managed to say that I am interested in building my core body strength and use free weights and machines for my upper body strength. I stressed that my knees are a concern, and I did not want to pressure or stress them and asked to work around them. When we finally got to the 'personal trainer workout', he asked me to do walking lunges, squats, leg presses and leg curls. Am I completely invisible? A nothing, not, heard…? There were only five exercises in the reporter. He did not walk me through weight machines, show me a workout for core body or upper body tone/strength, or leave me with an exercise regime that I could take away and use as a basis for my membership workout. At the end of the hour, I said thank you and that I wanted to do some more training, he said that I couldn't and needed to do a 'warm down' now. I was left entirely unmotivated, and though I've tried to use the gym since, I haven't felt welcome, at home or motivated. What's more devastating is that after three months of reflection, I've asked to cancel my member ship and given the one-month notice, which was what I was told was necessary to cancel. This is the problem, at this point, even though they acknowledged that I was not given the service as described I was informed that I would need to keep paying for six months. My contract has no specified time on the written document which is what the salesman told me when joining.

I have sought advice from the ACCC who have registered this complaint, and they have advised me that The Australian Consumer Law provides consumers with the right to truthful and accurate representations when buying a product or service. This means that businesses must not mislead you with statements that are incorrect or likely to give you the wrong impression. This rule applies to information that a business provides you in any medium, including when talking to a sales representative, on packaging, in online shopping forums or social media. The Australian Consumer Law also allows you to cancel a contract without penalty if: • the seller misrepresented the products, services, terms or conditions • a service does not meet a consumer guarantee

PTs are awesome, Unfortunately the Membership side is below average in customer experience – After 6 years, I am moving on and trying to cancel my membership which is proving very difficult. I originally provided a 4 week cancellation and due to my PT staying on for a period, I moved the end date which the service team where happy to accommodate at the time. Unfortunately the due date has now passed and I keep getting membership fee's… Read more

taken out of my account, no one returns my call and I get an email after so much frustration, you didn't signed the second cancellation form, that was it. Customer service is appalling.

My healthy Habit – AMAZING facilities both Clarkson & Wanneroo Amazing PTs with excellent programs & support groups Lost over 20kgs & gained so much confidence & mental focus The Family you never knew you needed until you did

Surge gym clarkson, – I have just joined surge gym in Clarkson on 10th May, they are an amazing team, and very helpful, had two viewings with Zac & Sebastian, they made signing up very easy, looking forward to training at surge gym and having some pt sessions with Ashley, can’t wait to start training and getting fit.

no compassion at all – i use to be a member of surge in carramar and enjoyed the gym but 3 months ago i had to move home and was living 30 km away and couldnt get to gym , i explained this but they didnt care and told me to go to kings square one .its been 3 months now and i havent been to the gym as i physically cant get there .i explained this but they still keep… Read more

taking money out .. i finish my year contract this month and now they want to take another 3 months of pay out because of covid freeze, absolutely disgraceful

do not try to leave – we gave correct notice to cancel our membership, let them know it was not the gym just a change in circumstance as we had been members since King Square opened , after several conversations and the promise to stop the direct debit as we are no longer members , they are still at it !! gym was great the company is a disgrace we never join again.

Worst experience – I wanted to cancel membership due to personal circumstances. I was almost 7 months into my contract and I was told I cant cancel unless I get a certificate from a doctors stating that I am physically incapacitated to work out! It was a joke talking to the branch manager who was ever so rude to me. I was charged a $375 cancellation fee! Avoid at… Read more

all costs and especially there are now other Gyms around that offer no lock ins. This is Surge Fitness Wanneroo around Drovers Markets.

Cancelation of Membership – I went in to the gym when my 16 year old wanted to join. I asked all the questions and my main specific question was can we cancel and the answer was YES with a 1 month notice. We requested a cancelation and have been told we are on contract for a year. When i called in to discuss I am told that I am rude and I was told I went for the cheaper… Read more

option which is the contracted option. He has now paid for 6 months and has not been and they still will not cancel his membership.

Absolute waste of time! – Below average equipment, facilities are either broken,unavailable or dirty, absolute terrible value for money considering you can get a sauna, Olympic sized swimming pool , spa and a good gym at Craige leisure centre for the same price with much more friendly staff, I wish I would have known what the real surge was like before the persuasive, pushy sales team wasted my time and money!

Don’t join unless you plan on never leaving – It will cost you up to $51 on top of one month membership if you wish to cancel, and they do not make it easy for you to cancel, you have to go in and sign form and then someone will call you about your cancellation to confirm but also to try and recontract you. Gyms are toxic places is filled with insecure people, you should go to a yoga studio instead, it’s more fulfilling in my opinion.

Bad turned into a good experience with Surge Clarkson – Long story short, I signed up to Surge (but didn't know I was on a contract) and a few months later I was made redundant from my job, so I tried to cancel my contract with Surge, which proved difficult as I was made aware I was on a contract. It took a few months to figure out a resolution but at the end of it all, I was shown empathy towards my… Read more

financial hardship and was able to find an agreement to cancel my contract even though I still had months left to go. I am pleased with the outcome

Check your direct debits! – I recently spotted a duplicate direct debit on my account when checking my statements from two months prior. When I queried it they explained that they had had a problem with the bank that day and many members had been charged twice. I wonder if I hadn't had queried it if they would have ever refunded me. There was no apology either. Not a good experience - I will be checking my subscription charges more closely in future.

Love this gym! – I've been a member for 9 years, I have watched the gym grow and improve. In my experience, the staff are very friendly, the classes are good ( especially Jayne ) and the equipment is mostly new and modern and in good working order. Thank you. I'm sure there would be many more positive reviews but we only tend to review to complain so try it out for yourself! :).

Premium price for a premium gym – As the title suggests, it is not cheap. The facilities are first class and far better than any other 24 hour gym in Perth. Clean showers and secure lockers are a plus. Only downside was the sales guy who gave me the tour. Assumptive selling and skipped past the 'cooling off period' section in the terms and conditions. With only a 48 hour period to… Read more

change your mind, this could catch a lot of people out and have them stuck in a legally binding contract they're not happy with. Be sure to read t&c's carefully.

Thankfully I am happy with the facilities so I won't be leaving any time soon

Over priced and useless – Staff are terrible, you expect good advice and proffesional staff for the price you pay but you get neither. Staff rarely respond to queries and any emails I sent never got replies. Theres no point joining the gym when there are better gyms for half the price.

Rude, unprofessional, – Do not waste your money with this gym! I have never come across such rude and unprofessional people that will put up any excuse to take money from you. I joined back in April last year when I arrived in Perth. i was told due to my partner being linked to one of there sponsors I would pay a lower rate $17.99 and be under no contract. However, when… Read more

I actually took the time to look at the papers I had signed for a 12 month contract. I used the gym for about 4 months. The classes are shocking I actually walked out of two different ones due to how unprofessional and quite simply what a joke the classes were. I asked to cancel my contract and was told i would have to pay the remainder of it up front or i could pay it off weekly till it ended in April 2016. I decided to go with the latter. I have not walked into the gym since August. So my contract is due to end next week and i ring to make sure everything it all ready for me to cancel to be told i need to give them 2 months notice. I'm sorry as far as I'm aware its been 8 months since I asked to cancel it. After a few phone calls and cross words it gets reduced to a month with a sarky comment from the manager [name removed] "it's not as if someone was holding a gun to her head". Its disgusting and disgraceful that people think they can get away with talking to their clients like this. I've paid for 8 months for a gym membership I haven't used and am still paying due to their lack of communication. I would never have even signed up if i wasn't told it wasn't a contract in the first place. Lied to by someone who just wanted an extra number for their commotion. What a joke of an establishment!!!

Rude and unprofessional – The reception was so rude and fake that they were talking nonsense about my girlfriend at the back as i heard them. They accused her of not having a membership card even though she has one and was a member a while ago. The reception kept accusing her and wouldn't give her a refund as she paid $20 for a single visit for me, All they did was give… Read more

them a card writing MY NAME ON IT AND I DIDN'T PAY FOR IT. Seriously at least let her use it towards her membership fee. She signed up on the spot and still you couldn't give her a membership card because they wrote her date of birth wrong saying she was born in 2016.. ARE YOU SERIOUS. they take 1 hour to try to sort things out, told her to come back the next day and yet still took half an hour to fix everything and during that time they said all her details were gone.. Honestly don't even consider coming here, it's the worst gym, made us feel very uncomfortable and unwelcome. don't even bother coming here for a single visit.

-Surge Fitness - Drovers - You need new staff.

dissapointed – I joined Surge fitness Wanneroo 3 months ago. I was told there would be 3 personal training sessions to get me started and do a programme for me. this was what I wanted, I only had 2 sessions and was given my programme. I was told that it would be reviewed in 8 weeks. that hasn't happened and I asked one of he trainers about it. I was told that… Read more

the only way to get it changed was to get a personal trainer for a price. was quoted $65 for 45 minutes. I have been to other gyms and they review your progress every 3 months. I am on a 12 month contract having my money taken out every week. I do not want to stay on the same programme for 12 months, it can get very boring.

you do not get told these things when you sign up.

Having said all that, I am enjoying the gym.

Disgusting Oppotunism – I was a member of this gym and wanted to take my partner with me whilst she was on holidays. They charged me $20 for a single visit. As this is the case - I will not be continuing my membership. Surge gym - you should be ashamed of yourselves.

Worst gym in WA! Appalling customer sercive – My 17 year old son had a membership at this gym near Drovers and when he lost his job needed to cancel his membership. My husband went to cancel membership but was told he needed to pay $375 cancellation fee. As my son was now unemployed he was not capable of paying this so my husband asked if the membership could be transferred into his name. He… Read more

was told yes. Then 2 days later my husband received a call saying he now needed to pay $40 to transfer thus membership. My husband, after a long discussion with staff advised them that he was not previously informed this and was extremely unhappy with the service provided and was angry they would not accommodate any hardship circumstances. By the time he left the building he was under the understanding the membership had been cancelled.

Three months later the payment were then been deducted from our account. I then went down to the gym to find out why they were drawing money from our account for my sons membership? They advised my husband got it all wrong and that it was only suspended for three months. I explained to them that, that is not what he was told and we were basically told we were liars!!! I advised the staff that my son is still unemployed and now has torn his ACL and is going in for surgery next week and is out of action for the next 9 months. To which I was basically told too bad, he signed a contract so pay the money. I then requested to speak to management to which I was told they would call within 48 hours.

One week later I get a call from a very aggressive manager, who was only calling to state what I have been already told. Her only concern was to state on more than several occasions that this call was being recorded and she was offering me other options ( obviously just trying to cover her own ) Which was not so as she had not offered me anything different to what I had already been told. ( PAY US MONEY!).She advised under no circumstances would she offer any hardship circumstances.

This would have to be without a doubt the worst customer service I have ever received. It was rude extremely argumentative and the poorest of management skills I have ever received. And that is a huge statement for me to make as I have worked in management side of customer service for 20 years. This is my job to teach!! If I own this business, I would be have a complete review of staff in this area.

Don't sign on the dotted line! – Tried to cancel membership, physically went in to do this but they'll give you the run around to ultimately keep taking your money

Refused entry to simply look at gym equipment – I went to Surge near Drovers this morning with my children and as ex personal trainer to UK Decathletes and England rugby team I am well equipped to assess the types of equipment they have in the gym. I simply asked if I could see the gym and I was told you need to book a tour (Sales Pitch). I Kindly explained my professional background and… Read more

that my wife is a member. But told had to book a tour and I said I am really busy and booking time and day is limited for me. Subsequently, I walked out and they have lost a potential new member and possibly a current member! I have now reached out to the MD to raise my concern and that I simply needed a convenient low profile view of the gym and then possibly sign up. But it's been an absolute inconvenience and not the most flexible approach to securing new business!

bad customer service – [names removed] is super pushy and doesn't stop calling you AFTER you've already joined. I had to tell her to stop calling after she didn't get the hint of 10 unanswered calls. Then they make it hard to cancel and extremely rude about it. work circumstances changed and I needed to cancel. On a weekly direct debit and emailed to cancel. Got… Read more

[name removed] the manager.

They say u can transfer your membership for $40 I say yep and then the guy says but you have to find someone yourself.. other option is pay $375.. well if I could pay that I would have paid the fee of $700 upfront in the first place. I was stupid enough to join back up after I let my.membership expire. I paid a for a full year then the next week realised I shouldn't have and hadn't even used any passes and needed to cancel again coz of work. I thought they had like a 14 or 21 day cooling period but nope he was pretty much like too bad... im sure it was [name removed] last time too. All of them are so rude.

Jane rocks !!!! – I'm sad to be leaving surge clarkson as Jane has been a huge inspiration to me ! I have lived for her fitbox and RPM classes and found inner strength I hadn't seen in a long time :-) you will be greatly miss by me :-( kind regards Ness x

Really bad customer service – Went in today to look at the gym and join spoke with the sales lady found her to be really rude that we walked out went to Jetts at carramar they were so nice made us all feel welcome well done jetts

overpriced and hidden prices everywhere for a average facility, would not recommend – Make sure you find out and ask about ALL the prices associated before you join, ALWAYS BE CAREFUL and check they are taking the correct amount of money at the right time ! i DO NOT recommend to any one unless you want to waste money

Worst customer service – When we signed up we were under the impression it was not on a 12 month membership, which we were then told we were, my husband tried to put the gym on hold as he had a contract for 3 months which they seemed very understanding and put on hold, when he reinstated it he was charged a fees which was not explained at the time, i cancelled my… Read more

membership which took a while for someone to get back to me, and i was told there was a cancellation period of 30 day which would still be charged but because i hadn't been able to go in and physically cancel it they kept been charging me every week ( which again was not explained to me) even though i told them i had been away for a funeral.

Classes not that great, customer service is bad