Verified Company
Would expect more proactive customer service as a first time gym trainee where my inquiries are not ignored and taking more seriously. Along, with more transparent marketing and clearer communication around contract terms and conditional free sessions policy. Despite advertising flexibility and “no lock-in contracts,” there were still minimum commitment arrangements, and extended cancellation notice requirements.
Tho the training program itself is solid but poor customer service was provided to me, my questions were always ignored after signed up the membership. Plus being trapped in a contract arrangement makes it difficult for new clients to manage, if coaching structure doesn't suit long term needs.
----------Update-----------
The recent phone conversation during the refund process felt unprofessional, and I was under pressure to remove the review after giving feedback and calling out the contract, rather than felt genuinely supported as a customer. Eventually refund was receipt, but the process was stressful and unnecessarily lengthy. Overall, the handling of this situation left me disappointed, considering the pricing of the gym.
Reply from Form Fitness
2026.05.18
Hi Cindy,
We are sorry to hear the overall setup was not the right fit for you.
We do, however, want to clarify that Form Fitness is transparent with our membership terms, including the 12-week minimum commitment and cancellation requirements, which were provided and signed prior to commencing training.
Despite this, we still agreed to process an immediate cancellation, waive the standard notice period, and refund your remaining paid session as a gesture of goodwill.
Thank you for acknowledging the quality of the training program, and we wish you all the best with your training journey.
Ricky
We are sorry to hear the overall setup was not the right fit for you.
We do, however, want to clarify that Form Fitness is transparent with our membership terms, including the 12-week minimum commitment and cancellation requirements, which were provided and signed prior to commencing training.
Despite this, we still agreed to process an immediate cancellation, waive the standard notice period, and refund your remaining paid session as a gesture of goodwill.
Thank you for acknowledging the quality of the training program, and we wish you all the best with your training journey.
Ricky
