KAL Leisure Centres

Negative experience: Absolutely appalling customer service at the Contact Centre. Called to discuss my son's junior membership and both my partner and I were spoken to like we were stupid, in such a patronising manner! I called this out as well as pointing out that the process being discussed was flawed and I would like to speak to someone about this to feedback a potential need for change. Donna was being quite rude and I told her to be careful. She said she was going to hang up on me. I questioned this and stated I had not been abusive so what reason did she have to hang up on me. I then asked to speak to a manager.. she refused and said it wasn't possible to put me through to a manager. I confirmed I know it is possible as it has been done before.. she hung up on me. I called back to complain and Donna answered again (lucky me). I asked to speak to a manager and was told I have to email. I stated I wish to make a complaint and would like to know the name of the person who handled my previous call. She said "that was me." I asked why she had hung up on me and she stated she "wasn't going to discuss this." I asked again and she said she "was being advised to hang up." I asked why someone else was listening to call and for the name of that person. She said noone else was listening so I questioned how she could be encouraged to hang up if noone else could hear the call. She hung up on me again, without having given me the email address she mentioned I needed to make a complaint. Looking at other reviews, I think it is clear to see there is a training need at KAL as the staff have no idea how to effectively manage frustrated customers and are very very rude instead. I will be taking this matter further as this treatment of me was absolutely unacceptable. Having worked in customer service, the only time it is acceptable to hang up on a customer is if they are being abusive. Otherwise, you are expected to bring the discussion to some kind of resolution by offering advice and information as appropriate. Donna did not do her job today.. and I question if she does it well any other day of the week either. As a family, we pay quite a lot for our memberships and we certainly don't deserve to be spoken to this way!

Negative experience: Shocking treatment of their customers. Avoid this place at all costs. There are much better fitness places in Huddersfield to go to.

Fantastic experience: Nice and clean

Positive experience: Shame there are not public swims during the holidays everyday. The only option is the splash park, which for 1 adult and 1 four year old cost me 18 pounds . The splash park was elbow to elbow rammed and not very fun at all. The smaller pool and large lane pool (half lanes) in the back should be open as an option at all times for bigger families that probably can't affor the extortionate prices that is the splash park. And for people who don't want slides and just simply want an area to swim with a child.

Negative experience: Struggled to cancel membership… My wife wanted to cancel her membership after 12 months and 12 payments. She asked how to do it at the local leisure centre and they said online via a webform message (which she did there and then with the help of a member of staff). She then cancelled the direct debit after the 12th payment was taken. Today she rang them to check that it had all gone through OK and they said that they hadn't received the message and that she would have to set up a new direct debit today, because they couldn't cancel the membership if an active direct debit wasn't in place. They said that today was the last day that they could do this and if she didn't do it they would try and take the money and it would fail because of the cancelled direct debit. They added that penalty charges would then be added to the account. They also said that the webform was not a valid way to cancel membership (even though on their website it is the only way mentioned under "All you need to know about memberships" - "Cancellation"). They said that as per their terms and conditions you have to email them and this is the only way to cancel. My wife asked to speak with a manager and this request was refused, she asked to speak with Alasdair Brown - Chief Executive - KAL Leisure Trust or Hazel Francis - General Manager - Kirklees Active Leisure, both requests were refused. She asked if she could lodge a complaint, but they told her not on the telephone only via email.

Fantastic experience: Great venue, activities and staff

Negative experience: The KAL customer service staff are smug, condescending waste of space who love to talk down to you and refuse to listen to anything. The way they handle financially struggling customers is appalling and they should be ashamed of how they speak to them. But they aren’t because they think they are above you. Even though they work in a call centre!!!

Negative experience: This is by no means a reflection on any centre staff they have been brilliant. However the contact centre are shocking. Refuse to listen or discuss anything.

Negative experience: Signed up for 12 month membership when it opened last year. big mistake. It was ok for first couple of months. Then every time I went in there were a number of pieces of equipment out of order. Lockers with dirty clothes left in them. Toilets and shower areas filthy. The actual gym equipment dirty, used plasters left on equipment. The equipment that wasn't out of order, you couldn't get on, and I wasn't going at peak times. So I haven't been for the last 6 months due to so many issues. One of the main issues was they employ young kids who don't want to be there, and who are too busy making eyes and flirting with each other.

Positive experience: Great for swimming

Positive experience: Swimming lesson for grand daughter. She loves it, I'm sat in viewing area which is comfortable.

Fantastic experience: The perfect place for kids swimming lessons

Positive experience: Like to swim here, it's good..

Negative experience: Absolutely disgusting. Do not book with them. I made a booking online and I made a mistake with the dates but their sessions are not transferable and you can't get a refund. So basically they robbed me of my money for a mistake when I wanted to go on the day I booked it not the next day. Disgusting. Avoid.

Fantastic experience: Today I visited scissett swimming baths for aqua zumba the class is brilliant really enjoyed it have recommended it to my friends will be booking ever week lovely lady thats takes class

Positive experience: Decent but a little busy

Positive experience: It is what it is. Its a membership like you would have for a gym. Certain issues arise with being charged for facilities that aren't open or usable but thats just part and parcel of what you get when it's owned by a Council. Some facilities could be better maintained but again. It's the Council.

Fantastic experience: love the classes so much more variety than any other gym in the area and you get to use the other KAL gyms. Great value

Fantastic experience: good gym with 2 lifting platforms and members are all friendly. i enjoy visiting this gym.

Fantastic experience: fab swimming pool and lessons kids have come on great.

Fantastic experience: Much more than just a gym, an amazing amount of classes from Yoga to Hula Hooping, and you get a discount off the Yeah days out. Something for all the family.