Better - New Barnet Leisure Centre Opiniões 

It's a good place to spend time and get fit. Staffs are helpful and classes is fantastic, Easy to book and fit for all Levels.

Good morning Shaun and Laura,

I wanted to enquiry when Charles will return to New Barnet gym to take classes.

I have been attending the gym for over 5 years now but have always struggled to engage with the classes. Last June, I started going to the Saturday 12:15 cycling in class run by Charles and I finally enjoyed coming to the gym! My mum and I eagerly set our alarms for 9:58 each Saturday evening, desperate to get onto Charles’ class for the following Saturday.

I would like to know when he will be returning to teach. The once full classes now have spaces with Charles absence, and the classes lack a sense of community and motivation. The class I was in yesterday was half empty, which says it all. Charles brings people to the gym.

I know that an incident occurred in one of Charles classes involving a very dysregulated member who was not following the booking rules of the gym. I have been in a class with this member before and would like to say that I have personally witnessed classes not being able to start due to her dishonestly about having spaces, arguing with staff demanding that she should be allowed to stay regardless of whether she has a space, arguing with an instructor regarding of the fact that a room of people are waiting for the class that they have paid for to start, arguing regardless of the fact that they are the one being unreasonable, disrespectful and making others feel unsafe. Better Gym need to show loyalty towards their staff and support instructors who themselves are victim to antisocial behaviour from shockingly behaved members.

I know that many other members will be emailing you with other character references too, and rightly so. Charles is what New Barnet gym is all about: passionate, hard working, incredibly kind, committed to each person he teaches and the reason why we are a member.

Please can you confirm receipt of this email and provide me an update as soon as possible as to when Charles will be returning.

I have been going to the cycle class with the instructor Charles since the summer. He hasn’t been there for the last month or so and we have missed his sessions greatly. He is an excellent teacher, he is patient, kind and always respectful. I have never heard him or experienced him being anything other than professional, calm and polite. His sessions are enjoyable and highly motivating. The instructors at Better Gym must have the support of the organisation - this is what they are entitled to and should be able to rely upon. If customers are allowed to use bullying tactics that threaten staff and put their livelihoods at risk then this is a worrying and very unjust situation. The members of Better Gym would like Charles back teaching and it is only right that this happens. Please don’t let unbalanced individuals succeed in their bullying actions.

Young woman on reception was very friendly, helpful and welcoming. I was very impressed with her and she created an excellent first impression. The PT was equally friendly and encouraging. He answered my many questions and advised me on the best strategy for my particular situation.

A lovely gym, nice staff, the gym’s ok but it’s hopeless when booking classes, it’s easier to get a doctor’s appointment. All spaces are gone within a minute of them being available. Not sure it’s worth the hassle.

It is impossible to call the centre. The number on the website goes through to a huge call centre. I needed to postpone an appointment owing to illness and they said they could not advise my local centre but that I should email an address they gave me, which I did, but no response.  A few hours later, I received an email saying I had missed the meeting! I responded explaining that I had tried to contact them.  Again,  no response. A few days later, I went in person to try to rearrange.  I was kept waiting at reception while other customers were constantly allowed to interrupt and be attended to even though they arrived after me.  Eventually, I was given a direct email by the staff member I was meant to see in order to rearrange. The receptionist also tried to finish setting up my account, even though I kept telling her I had already set it up.  I emailed as requested but I have now been told that my contact will not be  available for two weeks even though I am paying membership now.  The entire time I spent waiting, I was worried about my car in the car park without permission to park but the receptionist seemed incapable of helping.

I've been coming to Better Gym at New Barnet Leisure for 3 years now.
Facilities are overall excellent.
Equipment is always clean however recently, specifically in the gym and spin classes, more and more equipment has been damaged and either not repaired or not replaced.
I'd expect things to take awhile but it's now months that spin bikes have got broken.
However, the worst thing now is that the gym instructors are no longer able to provide music for their classes. This music is absolutely key to the classes and motivation for attendees and creates a vibe and great atmosphere..
This is all changed now as instructors have to choose regurgitated mixes or covers of tracks and can't create mixes using original music. You might think this is minor but it really isn't because the tracks are mostly the same speed or beat and just end abruptly.
Supposedly this change in the music is due to industry wide policy changes on licencing.
What a disappointing state of affairs.
The management shrug their shoulders and are powerless.
Undoubtedly it's down to money but I'd like someone to explain why this has happened as it really has destroyed the feel good factor in the classes.

I feel its only right for me to put forward what I experienced at the body pump class on Saturday 21st Feb. I will explain what I saw and heard.
When Charles realised that two people who had booked the body pump class had no equipment available to them he then asked if there was anybody in the room that had not booked could they please leave. One Lady left straightaway. Charles asked again no-one replied or left the studio. Charles then got the register and ticked off everyones names, again giving this other person a chance to leave. Unfortunately Elham who had not booked the class decided to ignore Charles's request and stayed put. Charles asked Elham to leave the class, as she had done this to him three times before. I know she had done this before in a class I attended but I cannot remember which class it was or if it was one of Charles classes. Elham left the class. Halfway through the class Elham returned to shout at Charles disrupting the class for a second time, Charles asked her to leave immediately which she did, only to return a third time at the end of the class to shout a Charles hysterically whilst pointing her finger at him and walking towards him. Charles looked shocked and said "Whoa! get her away from me, please someone call the manager!"as Charles said this he was trying to walk away from her, she had now disrupted the class for a third time. People began to leave the class as did Elham, some us congregated outside the studio listening to what Elham was saying that no man should speak to women this way and that we were women and we shouldn't let this happen, we (5 or 6 women) said that Elham was wrong because she had not booked the class, Elham said that it didn't matter if she had booked a class or not. I was shocked to see Elham act this way, I thought Charles had handled the situation in a professional manner considering he was provoked, Charles was firm but fair, yes he had his microphone on so it would sound loud but in my opinion he did not shout. Charles was left to teach the next class straight away.
A bit about Charles - I think Charles is an excellent instructor, I can only praise him for the way he teaches his classes, they seem to run like clockwork. He cares about his class members, he explains things clearly, he corrects us if we do things wrong and explains why. Ive been going to Charles classes since the early summer last year and I can say with my hand on heart I really do enjoy his classes he really does motivate me, he pushes me to which I think is my limit, but somehow he can always get a little bit more out of me. Charles has always been kind and respectful to me.

I hope Charles will get the support he needs from Better Gym regarding this unfortunate incident.

In response to the complaint by Elham Rahbaran, I feel it is important to share my own experiences with the instructor, Charles, who has been named.

I have been a member at New Barnet Gym for over 3 years. I have been on my own health and fitness journey and started at New Barnet feeling quite intimidated. I began classes and as I tried out each one, I found all of the instructors to be helpful and supportive. As time passed and Charles learnt of my history, he became an instrumental part of my fitness journey. Always supportive, pushing me to achieve levels I never thought was possible, and bringing a fun energy to classes. In my opinion, Charles is excellent at his job, knowledgeable, firm but always fair. He wants everyone in his classes to achieve , progress and be successful.

I was there in the class when the incident happened. I know of Elham as she has not booked multiple times previously, in my presence, in classes that require equipment such as power pump and spin. Charles has had to ask her to leave before as she was taking equipment from members who had booked. Again, Elham did not speak up and say she hadn’t booked. Charles had to go and get a register which delayed the start of those classes too.

This was the problem, again. Two members who had booked, had no equipment. Charles asked who hadn’t booked. Elham didn’t say anything. He had to go and get the register which meant the class was delayed in starting. Even then Elham didn’t admit it until Charles worked it out from the register. Rightly so, Charles asked her to leave. She argued. He was firm in his response that she had to leave. The class started but then Elham came back half way through and started shouting at Charles and got within his personal space. Charles had to take steps away from her as she was getting close to him, repeatedly. Again, she was asked to leave. She carried on shouting very loudly but left. At the end of the class, she returned and repeated her behaviour of shouting and pointing. Charles asked members to move Elham away from him, as again, she was getting into his personal space and he was having to move away. At Charles request, other members went to get a manager.

It is also important to add that Charles was wearing a mic as he was teaching so his voice would be loud. Elham was not wearing a mic and we could all hear her shouting.

One person’s perspective should not damage Charles reputation. He is excellent at his job and you will find many members who will agree and support him.

I would like assurances that the management dealing with this complaint will receive my written response as it is vital that other accounts are taken into consideration.

Had a nice meeting with Ken who worked-out a rehabilitation programme for me. It was also nice for Ibrahim to setup my membership account.

Dear Better Gym New Barnet Team,

I am writing to provide feedback about my recent experience during the Pump class that Elham attended. The situation that unfolded during the class seems to be quite different from how Elham has described it, and I would like to clarify the events.

At the start of the class, everyone had equipment, except for two individuals who informed Charles that they had booked but there were no bars left. Charles then counted the attendees and noted that two people were not booked in and asked them to leave. However, nobody moved immediately. He mentioned that he would go downstairs to check the register and was away for about five minutes. During this time, one lady who was not booked left, but you did not.

It was clear that you were not booked into the class, and Charles then spent an additional five minutes going through the register and ticking off the members—many of whom, I believe, he personally knows. During this time, you stood there, causing a delay of over 10 minutes. Despite noticing that one member was without equipment, you chose not to leave.

When Charles asked you several times to leave because you were not on the register, you did not immediately move. This delay disrupted the class and caused frustration for others.

I am unsure why you chose to attend a class without booking in, and why you thought it was acceptable to delay the start of the class for over 10 minutes. What was even more concerning was when you returned 25 minutes later, interrupting the class again to shout at Charles.

I hope you can appreciate the disruption this caused and that going forward, attendees will follow the booking procedure to avoid such situations.

Thank you for taking the time to consider this feedback

For the first time after 5-6 years of my membership, I am writing to make a serious formal complaint regarding the conduct of an instructor named Charles during the Body Pump class on Saturday, 21st February at 10:15 am.
At the start of the class, when Charles realised there were no Body Pump bars left, he began checking his booking list. Without asking my name or confirming whether I had a booking, he suddenly raised voice and aggressively shouted at me in full view of all participants. He repeatedly shouted at least ten times, saying, “Get out of my class,” and accused me of not being booked and doing this for the third time. He also said he would report me to the manager.

I was extremely shocked and humiliated by the way I was treated. I left the class peacefully as instructed, but I was shaking and felt deeply distressed. I immediately reported the incident to the duty manager, Jack.

However, as I was still in shock and confused about what had happened, I returned to the class to try to understand the situation. At that point, Charles again shouted at me very loud to “get out a few times ” and “shut your mouth.” I found this behaviour to be completely unacceptable, abusive, and deeply disrespectful, especially towards a mature lady member.

I was publicly humiliated, deeply distressed, and left feeling angry and degraded by this interaction. At no point did Charles attempt to speak to me privately, calmly, or respectfully. His actions demonstrated a complete lack of professionalism and emotional control. No customer or participant should ever be spoken to in this manner.

Even where policies are not followed, it is the responsibility of staff to manage situations with courtesy, discretion, and respect. Shouting at a participant and causing public embarrassment is indefensible and reflects extremely poorly on your organisation.

This incident has significantly damaged my trust in the safety and professionalism of your classes. I am submitting this complaint because such conduct should not be ignored or normalised.

I expect:
- Formal acknowledgement of this complaint
- A clear explanation of what action will be taken regarding this behaviour
- Assurance that appropriate steps are being taken to prevent this from happening again

I would appreciate a response within a reasonable timeframe. I trust this matter will be treated with the seriousness it warrants.

My late-teen daughter and I are both National paying members of New Barnet Leisure Centre. Our memberships are paid monthly by Direct Debit from my bank account, and my daughter is a full-time student.

I registered my vehicle in line with the centre’s parking requirements so that we could park while using the facilities. Despite this, I was issued with a parking charge notice.

I immediately contacted the leisure centre and provided clear proof of:
• Both memberships
• Ongoing payments
• Attendance on the day in question (we attend together)

To my surprise, I was informed that our memberships “do not qualify” and that the charge would not be cancelled — despite receiving written confirmation by email that National memberships paid by monthly Direct Debit do qualify. The position being taken now directly contradicts what was confirmed to me in writing.

This is extremely disappointing. As paying members who use the facilities properly and have complied with the parking registration process, it feels unreasonable and unfair to be penalised in this way.

I am now seriously considering cancelling both memberships. Members should not be treated like this.

Customer services were really helpful and handled my quierer very quickly

This gym has amazing equipment, the staff are really friendly and helpful. It is well run and welcoming. Issues are
Resolved quickly. I like the mixture people attending and feel
Quite relaxed there.

Lovely staff, nice coffees at the cafe. Gym good and plenty of machines

I was a bit worried about joining the gym but your team were welcoming and eased my concerns.

Caroline was really helpful as I was referred by my GP and have no experience of using the gym. She was really patient with me.
Excellent, clean facilities with friendly and helpful staff.

SHARK LADY WITH PINK FLIPPERS
I’m a regular swim for fitness attendee who usually swims around 9 pm in the evening.
So far I’ve had great customer service and great experience with other swimmers.
The reason I’m writing this review is because I’m appalled !

In 2021 I underwent a double anterior posterior spinal fusion . This operation nearly cost me my life. There was so much pain. The only thing I could do was swim. Swimming is the only place were I can have my sanity back and meditate on movement not on pain so it’s a treasure to come to this place.

Over the 4 years of my recovery I’ve become a strong swimmer ( yes 30 seconds for one length) … but today the most soul destroying thing happened when a female swimmer in her 30”s brown long hair , with pink flip flops pushed me out of the fast lane because I’m too slow. She complained to me and management after 60 min ! It was just me and her and some dude with bad technique.
This woman had hijacked the fast lane for over one hour ,she hit me with her flippers twice so I hit her back. She called management and made it all about her. I shouted back that I had spinal surgery and that she mustn’t discriminate others who don’t wear flippers. I eventually moved to medium lane as she made a point not to swim until I had moved away. ( along with the support of bad technique guy ) Management did intervene but I feel it was wrongly dealt with as I was perfectly okay to be in the fast lane. They should have just told her to get on with her perfect life and accept others . After all it is Christmas ?
Giving into this sad woman means that we , the disabled or people with limited capacity and illnesses are overlooked and disregarded. This woman first and foremost should have apologized for kicking me. Second management should have told her to take off her pink flippers as it’s not fair on others . If I hadn’t had 4 years of physical pain I would not write this review but enough is enough !!! I earn some respect.
- I’m left with sadness and I feel so hopeless that there are people in this world that think they are entitled and privileged and better than others . I pray that madame pink flippers realizes that she can’t take her flippers into the grave. Amen 🙏

A great teacher and clean facilities