The worst run gym organisation in Australia.
Appalling customer service.(non-existent)
Money-grubbing scum. Do not sign up for membership as they will do everything in their power to extract as much money as possible from you.
Look I know Covid-19 has affected all of us. Just before lock down was implemented in Victoria I signed to Zap. A few weeks later lock down. They let members know that they would not be charged as gym was not open which is fine. During this time I have lost a job, lost a relationship and had to move house. Like a lot of us I am not in a good financial situation. Anyway they started taking money out of my account and did not tell me this was happening. I called customer service which the man named "Jerome" was honestly so rude. I said that Zap s...hould have let members know they were open again and that they were going to take money out of my account again. He told me that it was my own fault and I had to deal with it. I told him I can not afford membership, that I cannot afford to be in the gym with my health as I have an autoimmune disease and that I needed to cancel my membership. He told me it would be over $200 to cancel. I tried to sort a solution out and honestly he was just mocking me. I joined just before lock down and cooling off period had just finished. I want this cancelled and can not afford $200 and I have tried emailing and they are not responding. I am honestly just feeling so used and abused. They were so nice to me when I was going to join and now that I want to cancel they are giving me a hard time.
Charged me for cancelling
They don't open until 10am which doesn't work for me. I have moved to another gym and they said they will need to keep charging for another 2 weeks. I had been thinking of leaving for years after the months of out of order machines and poor cleanliness.
Worst gym ever
I wrote a post in a ladies group, and TONS of ladies had the same problem as me!!!
It is like the really don’t care about their customers, just the money.
They have been taking WAY more money out of my account then they should. Today I went in to complain, and ask for a refund, but I just got told they can’t even cancel my membership until someone contacts me in a few days. I am very annoyed as they tried telling me that was for missed payments, yet I done the calculations, and they haven’t even been open for that long. I also noticed they’ve ...
Cancelled Memembership - Kept taking money from Account
I cancelled my membership in August 2019. Zap acknowledged the email. Zap kept taking money out of my account. Bank has stopped the process. Now I have to recover the money through a Solicitor. I can't get hold of them to respond.
- Verified customer
Worst Cancellation process
I've been member for long time in SA, due to Covid-19, me and my husband decided to cancel our membership.
They said I have to give 14 days notice which was not possible (no way to contact them) after insisted many times, it was possible mine but my husband's membership still waiting for a refund.
It's been nearly a month and keep giving me excuses and no specific time for the payment to be processed.
Terrible customer service.
Customer Service is non existent
I have been a long term member of this Fitness Group and when we started back here in SA after COVID19 there was no way to contact them by phone as it was just a recorded message. I have emailed them several times with a query and have been waiting over 3 weeks for a reply but to no avail. I am definitely not renewing my membership with this establishment and I will be letting everyone I know not to join up with them.
I cancelled my membership in March, before Covid and closures hit and have noticed that zap has taken out another payment from my account today. When I asked about this they said, oh we’ve halved it to $14.95 so that’s good!! Hello I was short $12.00 for my groceries today thinking I had enough, not expecting that zap are still taking out costs from March!!!
I paid the extra amount to finalise my account so why should I be paying again now that you have reopened??? I don’t think this acceptable and being told it’s cheaper that I should feel better is disgraceful, especially in this trying time.
Charge money after the cancellation of the membership
I cancelled the memberships early March before they close down due to pandemic. We joint in to another 1000 time better gym at the same time. But these people have charged us again after the reopen even though we sign all the cancellation papers etc. When we were try to call those people we couldn't get hold on to any of them. Then we try to contact gym near my place, they said the gym membership still active. Jetts were so mych better before these fraud ZAP taking over the businesses, destroy the gym doing some renovation. Cut down the space by 50 % never recommend to anyone and never again with these people are fraud.
The reviewer stated that an incentive was offered for this review
Suits needs and is clean and well stocked.
Joined gym after many years of not attending gyms. Sign up was simple and value for money. Gym is well kept, staff friendly and equipment plentiful and in good condition.
Interesting to read that alot of people giving negative feedback is due to people not reading fine print, not paying as contracted etc... pay as you have signed up to do and you wont have a problem.
Shocking customer service
Gym was ok but service was shocking
Tried to pause my membership and was told I couldn't without medical documents. When I then said I'd cancel it was happily put on hold.
Cancelled and then was charged fees and membership costs (despite multiple conversations costs not disclosed) Tried to complain and were non response. Advised a call back that never happened. Would not recommend at all
Like they were not helpful at all, fair enough when you sign up to zap fitness and you want advised that it was at 12 months contract it was promotion and I signed up I didn’t even even go once to gym in the last 6 months and they still make me pay me a cancellation fee of 200$ like this is so stupid I wouldn’t recommended anyone to zap fitness
AVOID!!! NO CUSTOMER CARE AT ALL
My belongings were stolen at the Carnegie gym. I left my bag in the pigeon hole area and went to have a shower. Some moron took my bag into the other shower room and left my bag in there. Some cash, car key and home keys were stolen. I reported to police straight away.
Went to the gym the second day to report the incident. The gym manager was not in that day, a staff from another gym took all the details. Got a call back in the afternoon from the gym manager to inform me that they will investigate.
Long story to short, I had to keep calling t...hem to get updates. The incident date was written down wrong by that staff. After I gave the correct date, the customer care manager called me, and advised that they found some images about the thief and had sent to police, which I found out later that that was a lie. The police said no images or videos was provided. In fact, all videos were deleted, so there is no chance to get any useful info. I was never informed by the gym manager or the so called state facility manager that no image was found. How hard it can be to find someone took my bag in and came out without the bag?! I really have no idea what the facility manager was looking at. The customer care manager seems very used to this kind of issues and cannot give me a reasonable reason to explain why the video was deleted. The attitude of her was that I do not really give a damn.
Progressively got worse, not renewing membership
They will continue to charge you for 4 weeks after a cancellation, apparently it's in their contract. Make sure you read the fine print before yo sign up. Jetts was way better! Plenty of better offers and better facilities at other gyms - make sure you shop around.
The worst payment policy
The gym is quite ok, however the payment system is the worst and horrible, you will be changed extra of $10 for any first failure debit for your card without taking any reason. It is a tasking money business without caring customers and created policy is to take your money.
Used to be great now it's dirty, smelly and poor maintenance
This used to be a great gym and I was one of the founding members. Since it was bought out by private equity it has gone to crap! They are sucking as much out of it as they can before selling for a profit and at the members expense. We are now looking elsewhere!
Gym used to be great, not anymore.
Cancelled 2 days after their cancellation period started which now means I owe them an extra fortnightly payment. Signed up for direct debit also but had debt collectors call me (after 1 missed payment) only to find out i was the one that had to send it every 2 weeks??
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