Kia Kaha Studios — Local services in Devonport-Takapuna

I will be lodging a formal complaint and claim against this business via Consumer NZ due to their refusal to cancel my membership despite my request (which had been made more than a month ago).

It is simply impossible to get through to the owner, Adam. I had first emailed the owner on December 14, 2023, requesting that my membership be canceled after January 12, 2024. I had no response to the email so I emailed him the second time on 18 Dec, with the same request and asked him to email me back acknowledging that he received my email and to confirm that my membership be canceled in January.

I heard nothing back and on Dec 19 I visited the studio and asked him in person. He advised he’d action this request. I had to email him the third time on 21 Dec as I had no response to him. Finally, he responded back on Dec 24 advising me that the request has been “actioned”.

Then come January 23, I noticed that my membership had not been canceled; I realised my fortnightly pass had been renewed. I immediately emailed Adam again that same day to alert him this. I then requested him for the fourth time that I needed to have my membership canceled for good. Surprise surprise, no response. No email to acknowledge receipt of my email. I tried calling the studio based on the phone number given by the website twice. No one picked up and not even able to leave a voice message.

Then on January 25, Kia Kaha deducted $138 for the fortnightly pass that renewed two days prior. I emailed Adam a day later on the 26th, notifying him that I would need my membership canceled for good, and that I would need the 138$ be refunded. And that I would need evidence of both having been actioned by COB 28 January, otherwise I will be escalating this issue further with the Consumer Protection and lodge with their Disputes Tribunal.

As of 27th, I have not heard back from Adam. No other instructor at the studio is able to assist, as they have the same level of access on the Kia Kaha app and they’re unable to action this request for me. There’s only one person that can resolve this issue and that’s the owner, Adam but he is continuing to be unresponsive. I believe I have given him ample notice in advance for the cancellation request but the fact that this has not been processed indicates incompetency of the owner to manage the business. It is simply impossible to get through to the owner. You are scamming clients/customers.

Why is it that clients are able to purchase membership online but unable to cancel it but have to go through you and no one else? And you refuse to respond to communication attempts. It would take less than five minutes to process this request.

As advised in my email last night, I will be starting a formal complaint process with the Disputes Tribunal to get my money back and stop any further automatic payments from my account. Your business is scamming people and is in breach of the Fair Trading Act.

Any cancellation period must be reasonable and I believe my one-month notice was more than reasonable. But you not letting me cancel my membership is in breach the Fair Trading Act’s ban on unfair contract terms.

Consumer NZ also states that customers should not need to make a special trip to the gym to cancel their membership. But I had to because I was not getting a response despite two attempts at emailing you. And even that (and three more emails later) has not canceled it.

As per advised in my email dated January 26, I will take this to the Disputes Tribunal if I do not hear by...

I have tried out two private reformer pilates classes so far. Although I promised Karl that I would write a review for the studio, I honestly want to keep this place secret to myself so it doesn’t get too popular (you know what I mean)🙄 All teachers at Kia Kaha are very welcoming and informative. Karl is my pilates teacher and he is fabulous! I worried a bit since I sorta wanted a female teacher but it was totally unnecessary. He is an awesome teacher for beginners like me. He makes each class super fun and enjoyable. I immediately fell in love with pilates after the first private class with him as a person who doesn’t like gym exercises. I’ve become interested in other types of fitness classes since I have no doubt that other classes would be as enjoyable as the reformer class! (I used to hate exercise) The studio is super cute and there is free tea of the day in the lounge which you can enjoy before and...

This studio is top notch in Takapuna! The best reformer Pilates around! The classes are awesome! Karl has done a wonderful job to setup the studio. Wether it is Karl himself or his team, they are all skillful and professional instructors. I took class with Karl, Mallory, Olivia and Kristy. Every step and move is well explained and each class is different, so it’s not the same thing every time. They always offer different levels in each exercise, so it perfect for beginners and advanced. I joined the studio for Pilates classes three months ago and I can already feel the difference in my body: quite a lot more physical agility. I really enjoy going there three times a week. Everybody is really welcoming and friendly same as the whole atmosphere in the studio. You already feel welcomed when walking into the studio by a nice area with sofas and free tea or water. I would highly...