Urban Sports Club

1 Lucas A - 4 weeks ago

The concept is great and works fine most of the time, until you have any kind of issue and need the customer service. Worst customer service ever.
Be careful when creating the account, they give you the option of choosing the start date but, at least in my case, it doesn't work and they charge you from the day you create the account. When you contact them to explain and ask them to correct their mistake, they take 10 days for answering and of course they say is your problem.

2 Killy - 5 months ago

Tested Urban Sports Club for three months for a special price. However, I find the user friendliness not good and will discontinue the use. There are so many clubs in the app that are marked as closed or where I have to check the website. The clubs often require another app or registration or extra charge. That is not a customer friendly and looking for spontaneous workouts is practically not possible because there are no filtering options.

1 August DuMont Schütte - 4 months ago

Don’t become a member! Making it hard to cancel a subscription and instead promoting a pause. This leads to a situation where after 6 months you get forced into another subscription and charged, with a single reminder mail that your pause is ending (which of course goes straight to spam). After informing them about not even living in a country that has urban sports there is no help from customer support. No way to treat your customers nowadays.

4 Luciano Lingnau - 5 months ago

As a boulderer I'm able to save a lot of money with Urban Sports Club, since I'm able to visit three different climbing studios with a single membership. When I needed support related to my account it was okay.
I can't however speak for the perspective of a studio owner, whether they handle and compensate their partners fairly or not.

1 Hanae Corio - 2 months ago

I have to say I'm very disappointed with the Urban sports TEAM. It is clear that all they want to do is get your money and they do not live by the principles of what makes a company respectable and trustworthy: THE HUMAN ASPECT.

Their marketing strategies are really what I call "dirty ones" since the messages on their website are confusing and not clear enough for someone to understand. It's a shame since I really enjoyed the App itself. I had an L membership, meaning I was paying almost 90 euros per month-

I needed to leave Berlin for a while and I tried to cancel my membership since I really needed the money to help a friend in need- but for some reason or another, I tried to cancel my subscription with my computer and did not go through- At that point I was sure I canceled my subscription and have not used one single entry from the moment I thought I "canceled"-

I only realized that it did not go through when they charge my card the 90 euros I was trying to save to send abroad for my friend in need.

Of course, I contacted customer support to explain the situation and apologize for the fact that I might have made something wrong while canceling ( after all they make u go through so many steps before you can actually cancel the membership) and probably I got confused and I thought the cancellation went through. ( after all, we are humans! not robots!!)

I told them I really needed this money I was saving for my friend ( after all 90 euros is a lot for the fact that I was not in Berlin anymore and I was not even using their services anymore) but their answer was something I have never expected before.

As a loyal customer and paying for one of the most expensive plans, I would have expected a bit of understanding and a bit of compassion, but instead, they choose to not give me a refund, even if I had not used one single entry. It would have been very different if I would have kept on using the app and then request a refund, but I was not even in Berlin and was not expecting to keep on paying for my membership until I return.

I was really sad to hear that they did not care at all about the fact that I really needed this money to help my friend. The answer I got really reflects how little they actually care about people and how much they care to just make profits. It would have been as simple as pressing one button for them... but they refuse.

I'm really disappointed at this point to see how companies that have great potential and concepts, choose to live by principles that are not aligned with what they seem to communicate.

I would have been a really loyal customer if they would have been a bit more empathic and understanding. But they choose not to, and in the end, they gain 90 euros, but they lost all the $$ I would have kept on spending on them for my future subscriptions. And now, I hope they even lose more when people see this review and chose not to subscribe.

4 JimboTSoV - 5 months ago

Aside from a few minor issues with my initial account setup, I think the app is good. However there seems to be a discrepancy between the info you receive on the website vs. the app - i.e. I had a pending confirmation from my company for a while which went unnoticed, since I never use the website.
The support was very quick to deal with my account and also very friendly and professional.
Overall I am quite happy!

1 shanshan chen - a week ago

Horrible customer service! No phone to call only email, then it took them one month to reply to me, but no solution, just „this is how we are, take it or leave it“, told me there’s no call possible, that my case will be always be handled by the same person, means no hope to get it solved other than the iron „sorry we don’t know, we only charge you the membership fee.“ Tried the XL membership, for 150€ a month, you can’t even get any massage appointments, app doesn’t work, they just tell you to reinstall, and „no way will you get the money back because you already checked in for one or two classes.“ One or two classes for 150€?! Tried to charge me too while I was pausing! Will never come back again, just horrible people to deal with, as if they are robots. Then if you click on cancel button, it tells you can’t be canceled this month even the billing cycle hasn’t started yet, they want to eat your money for one month more! I mean is this a business who wants our money or is it worse than tax office? It charges you without having to provide a service and behave worse than a government institution!