Poor customer service at the front desk yesterday (15 Sep) at about 6 in the afternoon. According to the email and phone conversation with the better customer call centre, I need to bring my ID to pro... See more
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Location
Switch locationKathryn Avenue, TO32 9AF Monks Cross, GB
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Set up Togo with care and attention. Very good communication and feedback and follow up after only a couple of weeks. Gives you incentive to try
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Not happy that I asked the receptionist about an instructor and if she had left or was on holiday. Simple enough . The receptionist had no idea was more concerned with eating her lunch . No managemen... See more
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I haven’t started the gym yet as have only just joined so can’t comment on my experience as of yet. The customer service has been excellent. Thank you.
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Company details
Written by the company
Welcome to Better! We’re a charitable social enterprise, committed to the health and wellbeing of everyone in our community. From gyms, leisure centres and swimming pools to lessons and courses for both adults and juniors - plus libraries and children's centres - we've got it all. So whether you’d like to try something new, keep the kids entertained or have a dip in the pool, discover our inclusive range of activities, suitable for all ages and abilities at your local Better centre today.
Contact info
Kathryn Avenue, TO32 9AF, Monks Cross, United Kingdom
4.5
Excellent
137 reviews
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Very welcoming
Very welcoming and encouraging making sure that you're comfortable with the pace you need to go. Also making sure you use the right things for you
March 27, 2025
Reply from Better - York Stadium Leisure Complex
Hi Mary,
Thank you so much for your lovely review.
We're thrilled to hear that you felt welcomed and supported throughout your experience. It's our goal to ensure everyone is comfortable and moving at a pace that works for them. We're glad we could help you find the right tools and approach! If there's anything else you need, don't hesitate to reach out.
Kind regards,
Charmaine
Complaint dealt quickly and resolved
March 17, 2025
Reply from Better - York Stadium Leisure Complex
Hi Former Flyer,
Thank you for sharing your feedback!
We're glad to hear that your complaint was addressed promptly and resolved. We always strive to provide efficient solutions, and your satisfaction is important to us. If you need any further assistance, please don't hesitate to reach out!
Kind regards,
Charmaine
Welcoming and professional
Welcoming, I felt a part of the group straight away Rebecca was very professional and the atmosphere was extremely first class.
March 18, 2025
Reply from Better - York Stadium Leisure Complex
Hi Jude,
Thank you so much for your thoughtful and kind words! It truly means a lot to us.
We are absolutely thrilled to hear that you felt welcomed and included as part of the group right from the beginning. It’s always our goal to create a warm and inviting atmosphere for everyone. Rebecca is indeed a wonderful person, and we're glad you appreciated her efforts in making you feel at home.
We genuinely enjoyed having you with us and hope to see you again soon, as it would be a pleasure to share more memorable moments together!
Best regards,
Charmaine
York Leisure centre
The centre is clean, and the classes are fab run by fantastic instructors. So much better than energise
March 18, 2025
Reply from Better - York Stadium Leisure Complex
Hi Sara,
Thank you so much for your kind words!
We are thrilled to hear that you enjoy the clean environment and the classes led by our amazing instructors. It means a lot to us that you think we're even better than Energise!
We look forward to seeing you in class again soon!
Kind regards,
Charmaine
Everything from first coming in to…
Everything from first coming in to signing up, Rebecca was lovely very helpful and listened to my needs
March 6, 2025
Reply from Better - York Stadium Leisure Complex
Hi Debbie
Thank you for your review.
We are very pleased to see you had a great experience at the York Stadium Leisure Complex and Rebecca was able to help you to sign up and assist with any queries you may have had!
We have passed your feedback on to the centre staff to view and hope you enjoy your time using the Better facilities.
Kind Regards
Amir
Josh is very understanding
March 3, 2025
Reply from Better - York Stadium Leisure Complex
Hi Karen,
Thanks for your review.
We are so pleased that Josh at York Stadium is so understanding!
Warm Regards
Hazal
Healthwise staff are amazing
Healthwise staff are amazing, the gym and pool areas are kept clean and tidy and the staff are always on hand to assist when needed. Would be 5 stars but the pool isn't available after 7pm on a Tuesday night
March 5, 2025
Reply from Better - York Stadium Leisure Complex
Hi Dean,
Thank you for your kind words! We're so glad to hear that you've had a positive experience with our staff and facilities at the York Stadium. We truly appreciate your feedback regarding the pool availability. We will take your suggestion into consideration as we strive to provide the best possible experience for our members.
Thanks again for sharing your thoughts, and we look forward to welcoming you back soon!
Warm regards,
Charmaine
A top fitness centre
I’ve started attending the gym on a referral. It’s an excellent place and there is a very caring attitude there. You are well instructed and the whole place is equipped to a high standard. My health trainer is very helpful and I’ve been made very welcome.
February 14, 2025
Reply from Better - York Stadium Leisure Complex
Hi Linda,
I want to take a moment to sincerely thank you for your kind and thoughtful words. It truly means a lot to us!
We are thrilled to hear that your experience with our team has been positive and fulfilling. It’s wonderful to know that you feel welcomed and supported during your time with us. Our aim has always been to create an environment where our members can thrive, and it’s gratifying to see that reflected in your journey.
We’re especially pleased to hear that your health trainer has been making a difference for you. Their dedication to guiding you in achieving your fitness goals is something we take great pride in, and we’re glad you’re finding their support beneficial.
As you continue on this path, please remember that we are committed to maintaining a high standard of service and to being actively involved in your fitness journey. Keep up the fantastic work! You’re doing amazing things, and we are always here for you. If you have any questions, need assistance, or just want to share your progress, please don’t hesitate to reach out.
Best regards,
Charmaine
Joining was quick and easy.
Joining was quick and easy.
Staff were friendly, knowledgeable and helpful.
January 7, 2025
Reply from Better - York Stadium Leisure Complex
Hi Paul
Thank you for your review and for joining Better!
We are very pleased to hear the joining process was easy and the staff have been able to assist with any queries you may have had.
We hope you enjoy your experience at the York Stadium Leisure Complex.
Kind Regards
Amir
Mixed review
Better has been a good company in terms of value for money, however unused months are still charged and are almost impossible to get refunded without a Dr's note (if you can even get to see a doctor for chronic pain) so they lose points for me on that front, however customer service canceled my membership permanently with no fuss and were efficient in doing so.
December 16, 2024
Unprompted review
Reply from Better - York Stadium Leisure Complex
Dear Hannah,
Thank you for your review.
We are pleased to learn that you perceive our memberships as providing good value for the included activities. However, we regret to hear that you have had to cancel your membership due to health-related issues. We would like to inform you that we can assist with a refund for medical reasons, provided that you submit the necessary medical documentation from your general practitioner or the relevant hospital.
This documentation is essential for ensuring that we refund the appropriate amount, calculated from the date your health condition arose.
We apologise for any inconvenience this process may cause; however, it is aligned with the protocols established by our refunds team. We are also gratified to know that our Customer Service Team successfully facilitated the immediate cancellation of your membership to prevent further charges.
We wish you a swift recovery and hope that you will be able to resume your health and fitness pursuits in the near future.
Sincerely,
Charmaine
Reply from Better - York Stadium Leisure Complex
Hi Mariana,
Thanks for your review.
We are delighted to hear that Isabella is really enjoying her membership!
Warm Regards
Hazal
Induction was good not really been yet…
Induction was good not really been yet as it was closed Monday for my first session
November 13, 2024
Reply from Better - York Stadium Leisure Complex
Hi Show
Thank you for your review.
We hope you get to use all the information learnt at the induction in your gym sessions and enjoy your experience with us.
Thank you for choosing Better.
Kind Regards
Amir
Explained everything really well showed…
Explained everything really well showed how to use all the machines
November 4, 2024
Reply from Better - York Stadium Leisure Complex
Good Evening Adam,
I hope this message finds you well. I want to extend my heartfelt thanks for taking the time to share your valuable feedback with us.
It brings us great joy to learn that you are finding satisfaction in your membership at the York Stadium. We strive to create a welcoming and positive environment, so it's particularly rewarding to hear that our staff members have made a positive impression on your visits.
We are always looking for ways to improve and ensure that your experience continues to be enjoyable.
Warm regards,
Charmaine
Lovely small friendly classes
Lovely small friendly classes, really feel the benefit of a workout, well organised class
October 21, 2024
Reply from Better - York Stadium Leisure Complex
Hi Sue,
Thanks for your review.
We are delighted to hear you are enjoying classes at York!
Warm Regards
Hazal
Only been for induction so ,all went…
Only been for induction so ,all went smoothly very welcoming
October 9, 2024
Reply from Better - York Stadium Leisure Complex
Hi Tracey,
Thanks for your review.
It is great to hear that you felt so welcome at York Stadium and we hope you enjoy using the facilities in the future.
Warm Regards
Hazal
Reply from Better - York Stadium Leisure Complex
Hi Lynne,
Thanks for your review.
We are so happy to hear that you had such great assistance from the staff at York Stadium.
Warm Regards
Hazal
Great except the cafe!
I can't fault the classes & instructors who really are second to none in enthusiasm and encouragement. Great intro to the gym by Fergus who was very friendly and approachable. Some of the very popular classes get booked so quickly though; adding more sessions of the frequently over-booked classes would be helpful eg Dance Fitness.
The cafe, however, is very disappointing. Why is a health & fitness venue selling such unhealthy high sugar ultra processed 'food'?
October 11, 2024
Unprompted review
Reply from Better - York Stadium Leisure Complex
Hi Kay,
Thanks for your review.
We appreciate your feedback and are pleased to learn of your positive experience with the Fitness Classes at the York Stadium Complex. These classes are in high demand and tend to fill up quickly. Therefore, we encourage customers to make advance bookings to secure a spot in their desired activity. Should you need to cancel, we require a minimum of 4 hours notice prior to the start time in order to receive a refund or avoid a penalty fee, particularly for those with prepaid memberships. Your suggestion to expand the class timetable will be conveyed to the centre's management team for their consideration.
We regret to hear that the food offerings at the Cafe did not meet your expectations. Your feedback will be forwarded to the centre's management team for their review.
Thank you for bringing these matters to our attention.
Warm Regards
Hazal
Unhealthy snacks
Great swimming facilities which I regularly use. However, somewhat mixed messaging for a centre which is all about promoting good health, with all the fatty, sugary, unhealthy snacks on offer at the cafe bar. eg. piles of large brownies, rocky road bars, Haribos, cabinet full of fizzy drinks.
October 10, 2024
Unprompted review
Reply from Better - York Stadium Leisure Complex
Hi Sarah,
Thanks for your review.
We are pleased to hear you are enjoying swimming at York Stadium and have passed on your feedback about the catering options to the centre.
Warm Regards
Hazal
It was a physio referral
It was a physio referral, my induction was at exactly the right level, the gym is clean, tidy and not too full due to the booking system. Changing rooms clean and tidy too with plenty of locker. I am looking forward to trying some of the classes too. I was also impressed with the Burnholme facility with friendly staff, always clean, tidy and welcoming.
October 7, 2024
Reply from Better - York Stadium Leisure Complex
Hi Jill,
Thanks for your review.
It is great to hear you are enjoying the gym - keep up the good work!
Warm Regards
Hazal
I have used the gym and swimming pool…
I have used the gym and swimming pool and yoga classes. Everywhere is really clean and airy, the gym is very spacious and the person who did my induction very encouraging plus any staff I have asked for information really helpful. Having not been in a gym for some time I was a bit nervous but everyone has made it very easy and a really good experience
July 31, 2024
Reply from Better - York Stadium Leisure Complex
Hi Jane,
Thank you for our review.
We are pleased to hear that your experience so far at York Stadium Leisure Complex has been positive.
We hope your future visits are just as welcoming and we wish you the best on your fitness journey.
Have a lovely weekend.
Kind regards,
Haven
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