Roko Health Clubs - York Avis 14

Having previously been a long standing member of nearby 24/7 Fitness, I was (mis)sold a membership at Everlast York on the promise of a full gym refurb.
Everlast Gym York is a sorry excuse of a facility, lacking facilities, cleanliness and any form of leadership or management.
Sadly I’m stuck with a membership until early 26. With Pure gym, a revamped 24/7 Fitness and a brand new JD Gym all within half a mile, Roko / Everlast has no chance of survival without significant and rapid change in facilities and management.
Summary: Join a proper gym instead.

I originally joined this gym when it was Roko, and it operated more like a leisure club with a great range of classes and instructors. Since Everlast took over, things have gone downhill fast.

Most of the original instructors have left, and the quality of the facilities has really declined. The equipment is often out of order, there’s no Wi-Fi, and the spin bikes don't work properly. Surprisingly, even budget gyms like PureGym (which cost around £25 per month) now offer better facilities.

Everlast blacked out the windows, added some signage, and announced a price increase—but provided almost no communication with members during the takeover. Cleanliness has noticeably worsened as well.

I wouldn’t recommend joining this gym until (or unless) a full refurbishment is actually completed.

I feel I have to give potential new members a heads up about this gym. Roko has recently been bought out by Everlast. The gym is not due to be renovated until the back end of 2025 and therefore the standards have fallen sharply. Lots of Gym equipment is broken and has been for months. The Sauna has been condemned as a health and safety hazard and is not due to be replaced until the back end of 2025 along with the rest of the gym equipment. The wifi has not worked for months. The cleanliness is poor (I could go on...).
They are currently signing members up at the new Everlast prices (£60p/m) with none of the services you should be getting. I would highly recommend waiting until the gym is refitted before committing!

As a long standing member and supporter of Roko I am finding it increasingly difficult to be positive about the state of the York Gym.

For months, every time I have attended the gym something is not working or not cleaned. Compared to what it was it's in a worsening and sorry state of disrepair.

Recently, one if not 2 of the sauna, jacuzzi or steam room have been constantly out of action. In the last few days the showers were closed. Baskets in the showers are dirty, hanging off or not there any more. Both urinals have not been working and the toilets are starting to smell. I have now even taken to phoning up to see what's not working before I attend so that I can judge if the trip is worth it.

The gym floor. Again always some form of machinery not working.

At the moment I'm trying to keep going but I'm sorry to say this is not a gym I could recommend. Despite the ownership issues (which are used as an excuse) someone needs to get a grip of the place before everyone leaves and there is little value left in the business. There are plenty of gyms nearby all in good working order - and probably cheaper to be a member of.

I am also slightly disappointed that there have been no apologies for the state of the gym. It seems to me we are all paying a monthly subscription - that has not been reduced during this period of obvious stress and lack of proper maintenance for the business - as we are certainly not getting the service we paid for. That has been the case for well over 6 months, if not longer.

It seems The owners are clearly willing to let it fall further into disrepair rather than doing something about it and protecting the members who want to stay but are doubtlessly thinking why - when they can pay for something better not that far away.

Management - please take the state of the gym seriously, I and others pay good money to attend and what we are getting is not good enough. Please get a grip of the obvious disrepair, listen to your members and take some action and fix it !! and let's get this gym back to what it used to be like

I thoroughly enjoyed a ‘roko ride’ class with Simon, it was fun, challenging and interactive!
Followed by some weight work on the gym floor!
Great atmosphere and not ‘judgey’ like some gyms. Which means a lot when you’re in your mid 50’s feeling very vulnerable and lacking in confidence… there’s life in the old girl yet!

We meet a lovely lady on reception called Massie and enquired about joining. Excellent customer service and everyone that we met was so polite and friendly. The gym was lovely and classes seem great so far. Thank you so much for making membership so easy and food so far has been lovely. Everyone is so friendly and helpful. The staff that serve the food at the gym are lovely too. Love it so far Thank you ML :)

This is one of the cheaper health clubs with a pool in York, but the customer service and communication is appalling. Certain classes are always full as soon as they are advertised and they don't respond by putting more on. Spa equipment is out of action regularly, and never done to a decent level (bodging). Also regular groups of sweary thuggish young lads taking over spa area. Its really gone downhill in last few years. Today they stopped me taking my 6yo swimming informing my his 'kids go free' had expired, despite no one having contacted me about this and him having swum with me frequently without question. Then a sarcastic "have a nice day" as we left with him crying in the car. Total rubbish

I have been a ROKO member for years having tried other gyms from time to time but I always return to ROKO.
Great value for money and courteous helpful staff.Fab classes and other members always courteous and considerate.

In a marketplace in which gyms and health clubs are now proliferating, ROKO is now an outdated anachronism.
Since its inception, the ROKO business model has relied upon fleecing its customers via a contract which skirts the boundaries of legality.
The cornerstone of the ROKO business model is straightforward. Only 18% of people with gym membership actually attend gyms consistently, according to industry information.
In other words, the Roko business model relies on not delivering a service to 82% of those making payment.
The dice is even more firmly weighted in ROKO's favour at the expense of its membership by the contract members are required to commit to.
ROKO believe it is not in its commercial interests to commit their membership to fixed term contracts, the universal norm for almost all other service businesses.
ROKO also wants its membership to make payment solely via direct debit so that monthly subscriptions become part of the taken-for-granted, slipping into the background of other household bills.
Not surprisingly, cancellation, is also firmly stacked in ROKO's favour too. For two people, the cancellation period of three months, will cost £278 for an off-peak agreement - Cancelling other contracts will cost very much more.
Furthermore, as I write - the seventeenth day of the final month of my cancellation period, ROKO has just written to me to tell me they are seeking a furthr £40 "administration" fee. I have paid £77.90 for my final month for membership for two. ROKO may wish to consider whether it is in their commercial interests to pursue me for a trumped-up additional fee alongside all the other bad (no)customer service practices ROKO is a party to?
And the primary reason I initially decided to end our two person membership?
My friend, for whom I am also paying membership, has a sore and arthritic hip.
She would dearly like to make use of gym facilities to maintain mobiility in the joint. Our membership only allows attendance prior to 8.30am and at other off-peak times. My friend is now finding it increasingly difficult to be ready for a gym session at this time of the day, although she believes it would be beneficial to her condition.
It was only after I made enquiries in January '24, faced with the circumstances I have described, that I discovered, what I believe to be the malign intent of ROKO.
Of course, the marketplace will ultimately decide whether there is any place for ROKO to milk maximum profitability from every member.
Certainly Puregym, less than half a mile from ROKO Cliftom Moor York, offering membership from £16.99.
With..
No contract commitment,
No three month termination fee of £278 or more &
No Requirement to commit to making payment via direct debit...
Can be expected to hold strong appeal by comparison with ROKO's grab the money and run approach to its membership

I have just read ROKO's response.
Predictably it is long on waffle and sparse on substance.
Indeed, ROKO do not take issue with any of the facts I offer
Put simply, I repeat my assertion...
ROKO seeks to sign its members into a (barely legal) contract) with no end date and a termination fee of £278 - for our membership.
Choose any other gym in preferance to ROKO's grab-the-money-and-run offering!

The most friendly staff and lovely team. Make you feel really supported. If you’re a first time gym goer it is the perfect place they are so amazing and giving you tips and tricks if needed! Facilities are wonderful absolutely love!

Great gym. Friendly staff. Pool is small and often too busy in peak hours.

Having read several really negative reviews I wanted to say how delighted I am with the service and facilities at Roko York. I think the membership is excellent, especially as my two children can attend for free. The gym is well equipped, the classes take place in spacious, air conditioned studios, the pool and spa facilities are lovely and there are lots of activities for kids to do during school holidays. Staff are very friendly and welcoming.

Dear Sir/Madam,

I hope that you are well.

I wanted to discuss the events which occurred at around 17:30 this evening. It is with great disappointment that I’m having to write this email but I wanted to explain my point of view after being rudely spoken to by a woman who works for you, Justine.

Firstly, I was not provided with any information by your gym on what the protocol was for inviting a guest. My friend, who is a member at your gym, invited me yesterday for a gym session, as I was looking to join and become a member myself. I signed in and attended a gym session on Friday 1st July. Today, similarly, I wanted to try the swimming pool before joining, and therefore, my friend invited me to come with her. The very kind lady who I met at the reception desk, prior to my swimming session (her name I do not remember), explained that I would have to pay. I was going to pay and then the lady offered me a 7 day free pass as I was intending to sign up to be a member because I am relocating near to York. She kindly explained to me that I could join sessions etc and then she gave me a guest card. I then proceeded to go and swim with my friend.

After my session today, I walked up to the reception desk to collect my 7 day pass. A different lady, Justine, rudely and curtly denied me of that agreement and said “you are not”. Obviously, with how she greeted me, I was understandably feeling very upset and frustrated. I then proceeded to exit the building. However, afterwards, I decided that I should not be spoken to like that as a customer and as I had received no explanation of what I had done, or even been told what the rules were at the gym, I went back inside and challenged Justine.

Regrettably, I did lose my temper, which I do appreciate was not what I should have done, however, I will not accept that I am a liar, which is why I acted in this way. I think it is extremely rude, disrespectful, and frankly, out of order for someone to accuse me of lying, when all I simply wanted to do was go with my friend for a swim prior to signing up to be a member.

Unfortunately, you have now lost a customer due to Justine’s despicable attitude and frankly, she isn’t a good representative for your brand.

I would like you to tell me what I did wrong. You knew I attended the gym on Friday 1st July as your records showed that, and I was willing to pay the £12 pounds to attend a swimming session today, but the lady offered me a 7 day pass. What on earth would I lie about when you have every proof of documentation of my attendance? Also, please do answer this question - if the lady had agreed to give me a 7 day pass, then why did it matter I had attended your gym the day before?

I’m utterly shocked over the customer service I received today and I am making a formal complaint.

Best wishes,