KAL Leisure Centres Opiniões 

Awful staff, awful place

Changed my direct debit details as I've switched bank, absolutely horrendous experience. Literally the only direct debit I had issue with. Called them to change the details and said all was good. 3 weeks later I'm getting emails and texts about late payment because I've cancelled my direct debit. Obviously.. because I've switched the details and they've not updated it

Staff beyond incompetent about the whole thing. Raised cancellation notice, good riddance. Anyone I've talked to working here is miserable

I was extremely disappointed with my recent experience at KAL Swimming Lessons.

My son's lesson was due to start at 4:15pm, and due to heavy traffic caused by roadworks, we arrived at reception at approximately 4:16pm. Despite being just one minute late, we were told he would not be allowed to attend his lesson.

What made this even more frustrating was that my son was already changed into his swimwear, had his goggles in hand, and was ready to go straight to the pool. There would have been no delay caused by using the changing rooms or getting ready.

I completely understand the importance of starting lessons on time and maintaining safety, but applying a zero tolerance policy with no room for common sense or discretion feels unreasonable. I was also told that children who arrive late to the poolside because they are still getting changed are often allowed to join the lesson. If that's the case, I struggle to understand why a child who arrives one minute late at reception but is already fully prepared to swim is treated differently.

My issue is not with the staff member, who was simply enforcing the rules, but with the policy itself. A rigid approach that refuses a child over a one minute delay, regardless of the circumstances, seems unfair and out of touch with the realities of traffic and parking around the leisure centre.

Swimming lessons are not inexpensive, and to lose an entire lesson over a delay of just one minute is extremely disappointing. A short grace period or allowing staff to exercise discretion in genuine cases would be a far more reasonable approach.

I hope KAL reviews this policy so that it is applied more fairly and consistently in future.

DO NOT JOIN!!!

Unfortunaltey all the reviews are correct, I have been trying to cancel my membership for over a month now. I was made redundant and could not afford it with, I've been told that I cannot cancel my membership but only freeze it.

Few weeks later I was forced to move out of my flat to live back with my family as I could not afford anything else, I moved over 15miles away from the gym, I have sent all the required documents and yet again been told that, first my address was not visable to they did not know where I live so membership could not be cancelled, then that the documents are not correct - even though I have only been asked to send documents with both my new and old addresses I was told that based on the fact my old address letter had a statment for a year that meant I'm still living there.

I was then suddently told that I can cancel my membership due to redundancy and I need to send my P45 and HR letter, I did both but again this was refused as I removed my National insurance number and tax number as well as other confidential information from the document!!

I have not been figting for over a month to close my membership and it't not possiible to do so.

I'm disable and this is casing me so much stress I will end up in hospital soon. There is also no way to complaint and take this further to anyone as it all goes back to them so any complaints are replied by the excat same people.

To reply to your reponse - You state that attachments are deleted, yet the contents of the documents I submitted have been referenced by multiple members of your Customer Services team throughout this correspondence.

More importantly, the requirements have continually changed. Every time I submitted the documents requested, I received another email from a different member of staff introducing new reasons for refusing my cancellation or asking for different evidence.

What is most disappointing is the way I have been treated. I have been given conflicting information, changing requirements and no consistent explanation throughout this process. Unfortunately, my experience appears to reflect the concerns raised by many other customers in your public reviews that has also left 1 star reviews and faced the excat same issues.

Shocking customer service no compassion or common sense!!Encouraging young son's independence skills, booked swimming for himself and 2 friends and they too booked so 5 tickets between 3 of them. Absolute refusal to issue a voucher to use on another session. Absolutely no detriment to them when operating the sessions anywhere regardless if at full capacity on not. Incidentally they don't support the carer scheme either which is nationally recognised. Also threatened with appointment of debt collectors if I attempt charge back through bank and been blocked from making future bookings!!! Don't worry about the latter

Almost a month ago I made a complaint about the behaviour of a member who was challenging wether the group I was in had a right to be there. My complaint was acknowledged but I've heard nothing since. Assuming it's been disregarded.

DO NOT JOIN KAL, this is another review outlining the 12 month contract cancellation process.

It’s horrific, plain and simple.

I was diagnosed with a brain tumour in 2019, with regular scans to check progress. Everything seemed fine.

In the last 6 months I have been experiencing chronic fatigue and I am now under Leeds CFS/ME clinic care. The team advised that swimming and light weights could help offset some of the symptoms.

Attending the gym made things worse, much worse. Even with steady pacing and VERY light weight training I was in agony. I recently had to consult with my GP and opioids were prescribed.

Further to this, my yearly MRI was brought forward and they have found some concerns. This is due for review in June.

Lastly, and to top things off, I also was recently let go from my job of over a decade due to them being unable to make further adjustments.

This is all relevant and are the reasons why I am trying to get KAL to cooperate with my cancellation request.

First, for illness related cancellations they require a GP letter with written confirmation of my claims. GP surgeries do not provide this service for free, mine is £40 minimum for this letter. My GP also can’t go on record and make any claims to my health as they’re managed by external consultants and clinics.

LGI also won’t provide a statement for the same reasons. Their costs are higher, I mean neurosurgeons have an enormous hourly rate.

I have provided screenshots of diagnosis and consultation notes, medication and prescriptions from the NHS app, they WONT accept it, it must be in their format at cost to me.

So that’s illness covered, which is valid under THEIR terms.

Next is employment and redundancy. Plain and simple, I can’t afford the membership now, I have bigger fish to fry. They want £36 upfront to even consider cancellation. They’re demanding that I set up my direct debit again and if I don’t, late fees will apply.

So that’s £36 + £40* + £15 (late fees) if don’t cooperate. That’s £91!!!!

For reference, I got £360 from UC this month. And prior to my health struggles I was on £32k.

The sheer determination to see someone who is already struggling, struggle more is egregious. It’s anti-consumer and is making me stressed beyond words.

I’ve called and emailed, provided my final written complaint, whilst being pleasant and calm throughout.

Now, their customer service team is providing copy/paste responses and going cold.

Im so sad and in need of help through one of the hardest times of my life, and getting KAL to cooperate is miserable.

In comparison, I reached out to 2 of my debts/creditors today for a credit card and car finance. They were absolutely amazing and did not hesitate to help.

Teenage child signed up as a Paid member, but cannot book onto any sessions for the gym slots. So Tried booking family slots, now it wouldn't let them go in with me as their adult who accompanied them previously. I am over 18! The staff are restricted by whatever the computer system say's and in an age of tech they're nothing but slaves to the system aka jobs worth!... what a waste of money, definitely will not recommend anyone joining especially if you have a teenage child as spaces only restricted to 15 places for 45min if lucky enough to get a spot. Absolute embarrassment of a place, feel so guilty for letting my child join this place. on Google review I actually stuck up for this place once. How sad and disappointing!

Need to change receptionist. She wouldn't let my boy to swim because we were 3 minutes late. The car park is full during evenings. The traffic is also pretty bad. A lady at the reception would not consider our request. She was rude and

Awful cancellation policy - even with a monthly membership. I would reccomend avoiding

I signed up as a teenager, then cancelled when I went away to uni, incident-free. I came back from uni, rejoined and cancelled a few times due to affordability, usage, various other reasons. Again, all incident-free.

Almost 2 decades after that first sign-up, we signed our kid up for swimming lessons, then had to cancel after a turn in health meant him not attending for an extended period, and good lord. At every step of the process, whatever KAL could do to leave you wondering what on earth they're playing at, they did it.

The swim team (who, to be fair, I'm not sure did much wrong in this) emailed to check in a few times over his absence, including to ask if we wanted to keep the place or cancel, and I did end up saying to cancel.

It turns out, however - at least according to their "Contact Centre Manager" - that if you're back-and-forthing with an email address, send a reply to that email address, and get the same auto-response you've had each time from that email address, telling you to "expect a response in due course", that it's up to you to telepathically realise that suddenly means "that inbox isn't manned any more". Not only that, but the cancellation not being processed - meaning they take an extra month's payment beyond the notice period, which took an indemnity claim to reverse - all because you had the audacity to press 'Reply' on an email from the “wrong” address, from KAL, specifically asking "do you want to cancel", is also your fault.

I must say, the additional reviews I've found on here make this look less like an isolated incident and more like just the way KAL does things now. Pretending complaints can't be handled "because they're about the terms and conditions", gaslighting customers, offering zero accountability or apologies, actively escalating minimal clerical errors by their staff to threats of debt collectors and credit file damage, going on about "fairness to all members" while you're at it! Although, granted, if you indeed treat all members like something you just stepped in, I suppose that does qualify as fair. It's quite alarming that senior leadership appears to be unaware of all this going on.

"Everything is your fault, and if it isn't, we'll make it your fault, and if we can't, we'll keep trying anyway."

All the reviews on here don't even do how bad the experience here is justice. As soon as my 12 months are up I will be cancelling my contract. Aggressive staff members at KAL Spen Valley and 0 customer service from a centralised contact centre. I will be taking my business to an actual gym as soon as my 12 months is up.

Edit after response: As discussed, the charge was paid on the day and yet you have proceeded to charge twice in flagrant violation of your terms and conditions, which you pointed out had led to the charge. Yet you would not entertain this and proceeded to waste time with inane emails. As I also said, due to your reviews and reputation I refused to spend further time engaging in your processes as evidence shows nothing will happen.

This organisation’s handling of customers is genuinely alarming.

After raising a legitimate dispute, I was subjected to repeated references to “debt” and potential recovery action, despite the matter being unresolved and actively contested. The tone and framing felt intimidating rather than constructive, and appeared designed to pressure payment rather than resolve the underlying issue. At no point was there a clear, neutral explanation of why this was supposedly justified.

What makes this even worse is the complaints process. When concerns are escalated to the council, they are simply passed straight back to the same organisation being complained about. In effect, they are allowed to investigate themselves and then declare the matter closed. This completely undermines the idea of independent oversight and makes the complaints route feel meaningless.

Throughout the process, there was no sense of fairness, proportionality, or customer protection. Issues were brushed aside, communication was one-sided, and responsibility was consistently deflected. Instead of resolving problems, the approach seemed focused on shutting down discussion and asserting authority.

This experience has been stressful, time-consuming, and entirely avoidable. I would strongly caution anyone dealing with this organisation: if a dispute arises, do not expect transparency, independence, or a genuinely fair complaints process.

Extremely disappointing and not something I would wish on anyone.

Well I have stuck with you guys for over a year now, allotment time thinking the service has got to improve but no, tonight was the final straw so I won't be back, thankfully I don't have a membership just a casual discount card as looking at your reviews there appears to be an issue there as well, my grievance is, you look for a class book and pay online straight awsy your told no changes or refunds are given, you turn up to the class and it turns out the one you booked has changed to something completely different, no communication to tell you this will happen, no offer of a refund if you don't want the alternative class. No just this us what you have got take it or leave it. I understand things happen at last minute and living with the odd change is acceptable, still should be notified however in just over a year of classes this has happened at minimum twice a month , thats not acceptable. No where else when you book something and that particular thing is not available eould you be expected to accept a second rate alternative without any communication, KAL you are far below an average standard

Do not take out a contractual 12 month membership with kal.
If anything goes wrong they will not listen to you but will keep sending emails saying you have to pay the full 12 months or face the consequences.
Customer service is at best poor, and management resolution is none existant to point where the customer service advisor and the supervisor are polite, but the manager is rude and talks down to you, offering no help or assistance whatsoever. I've also raised this with my local mp and kirklees council. PLEASE TAKE NOTE, IF YOU NEED REGULAR TIMES WITH OTHER COMMITMENTS TO USE THERE FACILITIES, TOTALLY AVOID.
Use your money to join a different gym, totally avoid kal.
My issue was with the fact that they constantly changing timetables for swimming which make it impossible to attend.
There answer is tough.
They really are not understanding or nice people to deal with.

My son has been learning to swim at HLC since he was 6 months old (he’s now 3). Recently, the roof apparently broke and they moved us to the splash park for lessons. It is so small and he wasn’t getting much out of the lessons anymore so I asked to move to Holmfirth. However, he dropped his morning nap recently and kept falling asleep in the car on the way to the (afternoon) lesson, as it’s 25-30 mins away, getting upset when I woke him up and not wanting to swim. I had to take him home yesterday before he was even changed.

I phoned KAL and explained all of this. After speaking to 2 members of staff on the phone and another via email, they continually refused to let us move without “30 days notice.” They gaslit me and tried to make me believe that they’d somehow done me a favour by allowing me to me to move to start with..?! Also, they talked about “consistency” with lessons but I was purposely trying to move to a session with the same teacher. I never wanted to move; their roof is broken! So now I have to pay for something I am unable to use, for a month, because they have no EMPATHY, KINDNESS, FLEXIBILITY or COMMON SENSE. When I stated this (without the shouty capitals) and pulled them up on their “computer says no attitude,” they “gently reminded” me that I wasn’t being “respectful.” (Again, gaslighting). I gave my notice and we won’t be back, which is a shame because their swimming teachers are lovely. There are plenty of other places for kids’ swimming lessons in Huddersfield; KAL is not worth the aggravation. It’s like talking to a chatbot and they have zero customer care.

Shockingly bad.

Complaint put in and reported to trading standards. Complaint withheld and apology given months ago but they are still taking money from my account. Now telling me I need to make a request to cancel my contract after requesting 4 months ago in my written complaint, all whilst continuing to take money from my account.

Will never take a contract out again with the council. Corporate scammers.

Ive cancelled my daughters swim lessons once school has finished they dont really want to go in the cold so said they would like to go when it comes warmer thought great I will start them back up in spring, ive paid for this month's to be told oh no I have to pay for the following month as its 30 days notice, so ive got to pay £27 each for 2 kids when theyre not attending? To then be told it will go to the debt people because im in arrears (no im not in arrears youre putting people in them) what a way to treat a customer of 2 years who was planning on coming back next year I highly doubt after this i will be coming back, its a month until christmas so no I dont have that month to pay like alot of people wont I dont need then some snotty emails threatening to send it over and putting people in arrears when technically theyre not, for such a large company youre not great!!

I think 1* is generous for my experience with KAL. I signed my baby up for swimming classes in August and due to a dispute in October (KAL cancelling classes and refusing refund) I cancelled ongoing membership. Long story short, 4 days later they reinstated my direct debit without my knowledge or consent and took a full months payment in November. This is fraud and they have been reported to trading standards and the fraud team. Upon speaking with KAL, attempting to give them the benefit of the doubt, they used numerous and conflicting excuses, firstly they said I never cancelled (an email I sent clearly states I cancelled), then they changed their minds and said I accepted a different swimming class (I didn’t, and I have proof they refused me a different swimming class), so if I claimed my money back through my bank, they would charge me more bogus fees and send me to the debt collectors. They have lied, abused their position of power and I hope to god that trading standards uphauls the management team for more competent people.

The classes I attended were ok at the best, the instructor doesn’t get in the water, and played on their phones for the majority of the class. The changing rooms were frequently dirty, the showers hardly worked, and there were 5 family changing rooms with a baby tray, for 2 classes at the same time with 20+ attendees. The rooms were large, very loud due to the number of attendees and very echoey so you can hardly hear a word. Parking is few and far between.

You get what you pay for, I absolutely recommend paying a little more and going elsewhere. I think many reviews on this forum would agree with me on this.

BEWARE if you have more than one membership from your family. They will punish the whole family if there is an issue with one card. There is no point in contacting the customer service, they will just go with what their staff said even though there is no evidence or logic in what the staff said. There is no way you can clarify your part because their ego kicks in to admit that there is a mistake from their side. I don’t think the staff in customer service has any training or knowledge in dealing with customer concerns/ complaints. Hope someone in the company will look into it.

Swimming lessons very poor with a change of teacher every week so no progression. I cancelled my son’s lessons with notice and cancelled the direct debit so they wouldn’t take further funds. They then cancelled the lessons with immediate effect as I had no direct debit in place (but no payments due). Contact centre are less than helpful.