Third Space Moorgate — Local services in London

Appalling service and extremely poor communication between staff. Intimidating emails threatening to pass my details on to debt collection agencies and customer services not responding to my emails. DO NOT JOIN.

I was told twice over the phone that I could cancel my membership and freeze it at the same time due to an upcoming surgery, with further treatment likely. I was assured that this was the correct action to take according to 3rd Space policy. However, I subsequently recieved emails saying this was not the case, and it would take 3 months payment to cancel my membership. The email said I must confirm before the end of the month if I didn’t want to pay 3 months but when I called concierge I was assured this was not the case again and would be treated “as a person”.

Nobody called me back so I I tried multiple times to resolve this over the phone and was continuously passed between numerous members of staff on the concierge and denied directly access to customer services via a phone number, despite receiving no response to my emails.

One member of staff on the customer services team claimed they had attempted to contact me but there was no record of this on my phone and they were not able to provide one. That member of staff offered a resolution that I would pay pro rata the outstanding balance of the month. I asked for this in writing, which they provided. A short time later, I received a further email from a different member of staff saying that this was not the case and I would be required to make payment in full despite cancelling and freezing my membership.

I emailed back asking to raise a formal complaint and recieved no response. I have since received a threatening automated email threatening to pass my details on to a debt collection agency if I did not pay an outstanding balance in the next few days. I have emailed customer services again because I am confused due to the mixed messages if this is the last time I will be asked to pay anything, becuase I was told it would be.

I am recovering from a tough surgery and feel completely overwhelmed, stressed out and mistreated. I have had mixed messages and multiple emails asking me for different amounts of money for different reasons, with payment to be made in multiple different ways. The practice of customer services team is beyond unacceptable and they don’t read or respond to their emails properly at all.

I want to speak to a senior member of the yea via a formal complaint but so far have been totally ignored and...

Today is sadly my last day of membership as I am leaving work. However I have been a member of this gym since it opened.

I think it’s one of the better gym branches having been to the others on a guest pass. With the only con being the lack of a swimming pool. The shower facilities are the nicest out of the branches I’ve been to.

The little touches in regards to equipment available is great including a slant board, chalk, various bands and cable machine attachments.

The staff have always been super friendly. The mind and body class teachers are world class and take the time to help you with form and variations. I did taster PT sessions with Jacob and Patrick who were very very knowledgable and also listened and adapted to my fitness goals, but unfortunately the PT packages were way out of my budget. They should give the option to pay for one off sessions perhaps?

My only caveat is that I usually use the gym at off peak time. I’ve been a couple of times during the peak time and considering the cost of membership I think I would have have cancelled if I was limited to peak times only. I really loved using the facilities though during off peak time, especially sauna in the women’s changing room.

Recently I have seen a significant increase in poor etiquette from other gym users not putting their equipment away after using it. The front house staff do come around during off peak times and put equipment back which is good compared to budget gyms.

Lastly I think the housekeeping staff at this particular branch are absolutely fantastic at keeping on top of the cleanliness and tidying (especially compared to other branches). They are doing a fantastic job and deffo should be praised if the manager see’s this review :)

The amenities in the changing room are great however I would suggest swapping the hairspray for hair heat protection, considering blow dryers and straightens are provided.

Overall I’m sad to be leaving and fingers crossed they open up a branch near me in...

I was initially quite hesitant about joining a Third Space gym in the City. I'm not a corporate worker and not a high-end gym user. I’m a mid-lifer getting back into exercise after several years of injury and inactivity. It was important for me to find a gym that was welcoming, with great facilities and staff that are happy and good at their jobs. Third Space Moorgate ticks all those boxes. Knowing that I'm paying for a gym membership where the staff are treated well is a core part of my values. From the conversations I have had with the gym manager Vinnie I feel reassured that creating a positive work environment is important to him, this is reflected in my interactions with all the staff from housekeeping, PT's and the member concierge team. My experience has been mainly around PT and using the gym facilities. I consistently receive great customer service from the front desk member concierge team including from Corinne, Oprah, Elijah and Chris. They are all very helpful; nothing is too much trouble including helping me with some of the gym equipment. Corrine has been warm, friendly, and very motivating, sharing her own experiences on keeping healthy and exercising. Oprah has also been very warm and super inspirational with her own fitness transformation journey. Personal Training – Patrick May is an exceptional PT; his authority and credibility comes from a wide range of multidisciplinary fitness expertise combined with great rapport building skills which he uses to both motivate and challenge you to achieve your goals. I have only attended one class to date, I found Trina the class instructor to be very warm, knowledgeable, and helpful. Thank you and well done to all the team members at Third...