Like DanW we 'reserved' into the swimming lessons for our 4 yo who has eagerly been looking forward to them since the pre opening push started in early July, the original open date being late July. We received several phone calls (so we were on a list somewhere) saying the open date was being pushed back, they said they would call again when an open date was confirmed.
We went down on the opening weekend (15/16), not having heard again on phone, and were told the family membership we took out would also cover the cost of the lessons - this seemed so good I clarified it a couple of times. I also filled out a request form to be contacted about lessons and confirm we were definitely on the list and to add a younger sibling too.
Every time i popped in (evenings and weekends - I work full time) there was a queue at the desk and frazzled staff who seemed overburdened with the queries etc (surely one line for pool & gym entry one for membership queries.) But my trust in human nature soldiered on. I finally managed to speak to someone this afternoon who said my daughters name wasn't on the list for lessons and the coordinator would call me if I filled in ANOTHER query form. Another family who I recommended to sign up so our children could swim together have been contacted so I can only concluded that as a local resident & fully signed up with a joint family membership has missed out on one of the main reasons we wanted to use the new facilities.
My partner warned me about the negative and shambolic nature of Fusion's service he had read about elsewhere & I now have to agree. My 4yo is distraught about losing out the lessons she was looking forward to, having cancelled her previous lessons at Beckenham when FHP's looked so close to completion and the sibling will have to wait well into the new year to even start swimming as well.
Sort it out Fusion and don't let down this fantastic local asset with your poorly trained and supervised personnel (individually not their fault but collectively the face of Fusion) so give them the tools to make it a great experience for us all.