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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Friendly staff
Friendly staff.
I was most impressed by the cleanliness of pool, Changing rooms etc.
Great Aqua class . Really enjoyed my experience.
September 21, 2023
Reply from Better - York Stadium Leisure Complex
Dear Juliette,
Thank you very much for submitting feedback on our service.
We are glad that you had a pleasant experience
good to get back gym to…
It was good to get back to the gym to start on my road to fitness
September 21, 2023
Reply from Better - York Stadium Leisure Complex
Hi
Thank you very much for submitting feedback on our service.
Warm regards.
Major issues with membership and…
Major issues with membership and booking swimming. Keeps trying to charge me full price when I have an adult flex concessionary membership.
App and website charging me £4.75 instead of the concessionary rate
September 8, 2023
Reply from Better - York Stadium Leisure Complex
Hi Fiona,
Thank you for your response.
I can see you have been charged £4.75 but the online prices show the fee to be 5.25 for a Pay & Play customer so I will need to query with the IT Team what the fee should be for concessionary members. I will get back to you via email once they have clarified the fees.
Hope this helps.
Charmaine
Swimming facilities are overcrowded
Swimming facilities are overcrowded, mixed sex shower facility don’t give you privacy at York Leisure Centre. I slipped over and fell on the poolside at Yearsley Pool. I feel uncomfortable using the facilities.
September 5, 2023
Reply from Better - York Stadium Leisure Complex
Good Afternoon Keith,
Thank you for your review.
I am very sorry to hear of the above issues you have experienced at our Better operated centres. I am also very sorry to hear of your incident at the Yearsley Pool. Was your incident reported so this could be documented?
The swim sessions at all our pools are very busy during the hot summer months so we apologise if this is too crowded when you wish to attend. If you speak to the staff at the centre they can advise you of when the pools are less busy so you can attend during those hours.
We really appreciate the time you took to write the above review. Through feedback we can improve on the areas we may fall short and provide a better service for all our customers.
Kind regards,
Charmaine
A clear explanation of equipment…
A clear explanation of equipment explained at induction. The gym is not crowded so little or no waiting for equipment. Easy to book gym and other activities. The staff at the front desk are polite and will assist gladly.
Front of house could possibly use a few chairs.
August 28, 2023
Reply from Better - York Stadium Leisure Complex
Good Afternoon Peter,
Thank you for your lovely review.
We are delighted to hear that your Induction session went well and the use of the equipment was clearly explained during this session. We are also happy to hear that you find our App easy to navigate and the staff are friendly and professional at all times. I will pass on your feedback directly to the centre in regards to chairs at the reception area to see if this is something that can be implemented.
Kind regards,
Charmaine
Member for a number of years now and…
Member for a number of years now and through that time I have found the majority of staff to be very friendly, helpful and professional. The gym is well appointed with lots of up to date equipment. I have attended many classes, Yoga, Pilates, Spin and others. All are run by professional and knowledgable staff and are very enjoyable. On the whole it is a great place to exercise. There are some negatives. Membership is increasing and it is now difficult to get into some of the classes and you have to book up, up to, a week ahead. Car parking is a nightmare on a lot of occasions, particularly during match days when it is almost impossible to park. There is no obvious enforcement whatsoever by the centre or appointed company Sentinel, to police parking. Disabled bays are constantly blocked by cars not displaying badges. Double parking is constant and never dealt with despite promises to do so. The gym is at times unsafe with many users bringing large gym bags, clothes, car keys and jackets onto the gym floor and leaving them lying around. Phones are constantly being used to make and receive calls and gym users are frequently seen training in socks without footwear. The latter is a clear health and safety issue. I have seen people frequently enter and leave the centre facilities, some clearly not members, through unattended and open barriers, again posing a risk to customer safety and property security. Reporting these issues sees little proactive response.
August 10, 2023
Unprompted review
Reply from Better - York Stadium Leisure Complex
Good Evening Den,
Thank you for taking the time to write the above review.
Through feedback, we identify improvement areas and provide a better service. I will now pass on your comments and feedback for the immediate attention of the centre manager so they can look into each point you have raised and provide a solution. We cannot offer an immediate solution to each item you have raised, but we appreciate you taking the time to provide this feedback so we can ultimately improve on these area's and provide a better service.
Kind regards,
Charmaine
Custom services at York Leisure centre…
Custom services at York Leisure centre are very helpful, polite and efficient . My query was dealt with quickly and sorted out efficiently.
5 star for all the staff I came across.
The centre is clean and spacious .
July 5, 2023
Unprompted review
Reply from Better - York Stadium Leisure Complex
Hi Farzana,
Thank you for your kind words!
We're delighted to hear that you had a positive experience with our custom services team.
We're also thrilled that you found our leisure center clean and spacious. We appreciate your 5-star rating for our staff and facilities. It means a lot to us.
We look forward to welcoming you back soon!
Kind regards
Ivy
Excellent customer service
Excellent customer service
Problem resolved speedy resolution
Very professional staff
July 18, 2023
Unprompted review
Reply from Better - York Stadium Leisure Complex
Good Morning Liz,
Thank you for taking the time to write us a lovely review.
We pride ourselves on our excellent customer service so we are delighted to hear that you are enjoying the York Stadium. We appreciate you taking this time to provide this feedback and we will pass this onto the centre on your behalf.
Kind regards,
Charmaine
Friendly staff and members
Great facilities, friendly staff and good availability of classes, swim and gym sessions. I was referred to Healthwise and have been really impressed with their induction and health/fitness sessions.
July 9, 2023
Reply from Better - York Stadium Leisure Complex
Good Afternoon Linda,
Thank you for your review.
We are really happy to hear that you are enjoying your Healthwise membership at the York Stadium and that you are also enjoying the wide range of activities they have on offer at this centre. We hope you can continue to enjoy your membership and the friendly staff & atmosphere at the centre.
Kind regards,
Charmaine
I'm recently back to the gym
I'm recently back to the gym. Using the healthwise programme. Really good so far!
July 5, 2023
Reply from Better - York Stadium Leisure Complex
Hi Lucy,
Thank you for your lovely feedback.
We are delighted to welcome you back to your Health & Fitness and we are happy to hear that you are enjoying this so far. We hope you are able to take advantage of the many activities we have on offer at the York Stadium and you continue to enjoy your Healthwise membership.
Kind regards,
Charmaine
Returning after 6 months away.
Generally very good. The facilities are faultless. Brand new (or as close to…) equipment that is always in great condition. Loads to do. Plenty included in the membership which is very reasonably priced.
Avoid peak times, it gets REALLY busy… for all of the right reasons…
There’s always plenty of staff on shift, and I suppose the gym is fairly self sufficient which is why you don’t see many of them up there. But elsewhere, it’s great and if you have a problem they’re usually more than happy to help.
Overall - very good 👍 - there is a lot of competition from premium gym brands in York, but on price point, York Leisure Centre stands above all of them.
July 2, 2023
Reply from Better - York Stadium Leisure Complex
Hi J,
Thank you for your review.
We are delighted to hear of your positive experience at York Stadium and we will pass your fantastic comments to the centre team.
Warm Regards
Hazal
I love this gym!
I love this gym! Fab facilities and lovely staff. Clip and climb is also really fun for something different :)
July 1, 2023
Unprompted review
Reply from Better - York Stadium Leisure Complex
Good Afternoon Lydie,
Thank you for your review.
We are delighted to hear that you are enjoying the activities at the York Stadium and the staff are friendly and welcoming. We hope you are able to also take advantage of the wide range of activities we have on offer at this centre. I will ensure to pass your lovely feedback to the centre.
Kind regards,
Charmaine
Great Staff Member York
Joshua in York had been fantastic, really encouraging and knowledgeable
June 25, 2023
Reply from Better - York Stadium Leisure Complex
Hi David,
Thank you for leaving us a 5-star review.
We are happy to hear that Joshua was able to offer you outstanding service on your visit to our York Centre.
We hope you have enjoyed using our fantastic facilities so far and continue to do so.
Thank you for choosing Better.
I went for a swim but the time table…
I went for a swim but the time table had changed and so I had a wasted journey, not very happy!
June 19, 2023
Reply from Better - York Stadium Leisure Complex
Good Morning Sharon,
Thank you for your review.
I am very sorry to hear that the timetable on the website was incorrect when you booked an activity online recently. I will ensure to pass on this feedback for the attention of the centre so they can ensure to update their timetable online. To view the sessions that are available at the time of booking, please go to the booking App or the main website and this will show you an up to date version of activities available. The link is below for your attention.
https://www.better.org.uk/book-activity
Hope this helps.
Kind regards,
Charmaine
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