The Gym Group Reviews 

⭐⭐⭐⭐⭐

Just wanted to give a little shout-out to Jimmy and the whole team at The Gym Group Five Ways Birmingham. Really good bunch of people and always happy to help whenever you’ve got a question or need anything.

I’ve been coming here for a while now and genuinely enjoy training here. The gym is clean, the equipment is well looked after and everything generally works as it should.

What I probably like most is the atmosphere. Everyone just comes in, gets on with their workout and does their own thing. You might see the same faces all the time without even knowing each other’s names... but there’s still that mutual respect. Everyone is there to train, no drama, no nonsense, and things just run smoothly.

We’re always quick to write a negative review when something goes wrong, so I think it’s only fair to give some credit when people are doing a good job as well. Keeping a busy 24-hour gym running, clean and organised can’t be easy.

So credit where it’s due — Jimmy and the team are doing a great job. Good gym, good atmosphere and a place I genuinely enjoy coming to.

Keep it up guys 💪

Hinckley branch. Been a member here a few years. They’ve just employed a parking company to deter rogue use of the car park, but restricted use to just two hours…my typical visit is 2.5 hours. Tried to contact the gym, not possible. Live chat in the app is an endless queue. Just popped into the branch, Saturday morning and no staff. I’ll be going elsewhere.
Remember gym membership is MY leisure time, charging me the same while effectively curtailing my use isn’t acceptable.

Couldn't sort somthing as basic as my login access for the app. Customer secice just wants to end the chat without actually fixing then when i pressed harder they said they'll
resync my app which never worked either.

Was trying to enter the gym today, one of the entry pods didn't work and people queing in the other. One of our pins stopped working between me and mrs I think due to us trying both on the faulty pod in birmingham with our seperate pins in selly oak gym.

Very disappointed with The Gym Group.

My gym access was suddenly blocked without any warning or explanation, despite there appearing to be no issue with my membership. I only discovered the problem when I arrived at the gym and was unable to enter.

The most frustrating part is the lack of communication. If there is an issue with a membership, customers should be informed in advance and given the opportunity to resolve it, rather than being denied access without notice.

This caused unnecessary inconvenience and wasted time. Customer service and communication have been extremely poor, and I am still waiting for a satisfactory explanation.

I expect much better from a national gym chain. Unfortunately, this experience has left me with a very negative impression.

Pin not working after joining ! What the hell is going on ??? No one to ring .. no customer service.

Pin hasn't worked since I joined last week. Been on the live chat for 2 hours with no response. By far the worst customer service I have ever received from a gym. Cancelled my membership. Avoid at all costs.

If your experience is “normal”, i.e. go to the gym, and pay monthly, then you’ll probably be fine. However, if your experience in any way deviates from the norm and you have to contact customer services then you will run into issues.

I’m recovering from surgery and need two months off. I made use of the one free month freeze allowed, which was great. However, towards the end of the free month I began investigating how to extend my freeze. I discovered that the membership area that included payment and freezes was no longer accessible to me on the app. This area of the app only became available again once my freeze ended, which was also my next payment date when I was subsequently charged my normal monthly fee for a month that I could not use. This made no sense to me: how can I extend my freeze if you remove access to this part of the app until the day you charge me again?

When I enquired with the Gym Group via their live chat, after battling through their crappy automated response bot, which only puts you through to a real human if you tell it you want to cancel your membership (seriously, don’t bother trying to talk to the bot, just say ‘cancel dd’), and then waiting at least 4hours to eventually chat to someone, they confirmed that consecutive month freezes were not possible.

So if you think you’ll need consecutive months off (for whatever reason), you’re better off saving money by cancelling your membership and rejoining when you need to.

Their customer service tactic appears to be to make themselves as un-contactable as possible. And then when you do get into the queue for a real human, to have you waiting for so long (literally hours) that by the time they respond you’re no longer there and you’ve been logged out of the app.

I signed up to the Gym Group and have had nothing but issues from the start. Created a membership and money was taken from my account, no email or text message to receive my PIN, this has happened 4 times now. There is no one to speak to about this either!!

Dont freeze ur ur member ship u will lose money just cancel your direct debit no point freeze it u will loose money anyway! And now they dont have phone line to speak with them they only have online chat dont do anything to help!

I made a payment to rejoin the gym group. The money was taken but my account didn't update and still said I had to pay again. Really unimpressed with their payment technology. There's nobody to speak to about this problem or a decent customer service contact to find out why my account is still disabled.

On 2nd of September, namely yesterday, I was approached by one of the gym members while I was working out and asked how many sets I have left and I said 5. He said if he can jump in and I said no because I was not going to give a break and I was still continuing my workout. Then he left and came back again, trying to communicate with me. I ignored because I didn't want to repeat myself and I was still working out. Later a PT approached me and asked me how long I will be there for. I told him that the member came, I told him I was working out, then he came back again and now he complained to the PT and he was coming and harassing me for the 3rd time. If he keeps harassing me I said I will report it to the police. And said I felt harassed and stay away from me. If your policy is blaming the victim who was harassed for 3 times, I would like to inform you that I will start legal actions against the gym group. And like a joke, today they sent me the following:

Hi Turku Naz,  

We hope you're loving your membership at The Gym Group London Harringay.

We have recognised you have breached one of our membership rules recently. We noticed you behaved in a way that does not align with our rules and policies.

We have these rules to keep the gym a fun and safe space for everyone, so we politely ask you to avoid doing this again. 

 

We hope you understand

When harassing working out women and blaming them became your membership rule? Be sure that I won't let this go!

I have been a loyal customer for more than a decade. The Gym Group changed one of their policies without notice and in a fashion that discriminated against me and I complained, when the argument wasn't going their way they stopped responding to my complaint. I have chased several times over the course of months. The last email I had from them was 13th April! They also used offensive language and ignored my complaint about that. If I had a choice in my area I would not be using them.

Not sure how do you cancel your add on.
There is nothing on my manage add ons section even though I have it added.
Customer service automatically close your ticket with guidance to their online help and support answers and there's no way to contact anyone.

Trying to get some support through here in case reviews are read.

Everything is good until you want to cancel. They tell you to cancel the direct Debt but when I did this, they opened a FRESH Direct Debt and tried to take the money again. Not Able to contact that at all so my advice is to steer clear.

Awful experience with the gym group. My pin hasn’t worked for 2 weeks, the first day I joined and my pin wasn’t working a worker came to the door to let me in and was completely rude and said “I’ve already been here 6 hours I want to go home” as he had to let me out, this was around 8-9pm. He then said how long are you thinking an hour or so and I said yeah about that, 50 minutes later he came to us in his jacket asking how long we were going to be rushing us out, our workout hadn’t finished yet we felt uncomfortable and forced out. I had emailed twice and complained once about the whole pin situation and nobody had got back to me. Me and my two friends have all cancelled our memberships as 2/3 of us our pins weren’t working. We even stayed an hour on the online chat for nobody to pick up, a waste of time and money and I wouldn’t recommend this gym to anybody.

The actual gym experience is really good - clean, tidy, nice gear well looked after. Staff on site are great, shout out to Josh and Jordan in particular, and also Rashid who is always helpful.
The downside - the tech! Serious glitches impacting on access to the gym, freezing membership and payments, and when it breaks there's no help. The product team have work to do and I suggest a customer support team who actually respond. There's no phone contact option, and I note no reply to the email Jordan sent on Friday 28th August - a reply would be both polite and professional.
Front of house seriously let down by the back office.

My partner has been using the gym group for several years without any problems but in August 2026 the Gym Group cancelled her Direct Debit and created a new Direct Debit changing the name from "the Gym Group" to "Stripe re the gym" and they then took the monthly subscription. They then sent an email with a new pin number for access to the gym. The app wouldn't accept that my partner was still a member and said she had to re-join/re-register and had to pay a joining fee. We tried to speak to them on the phone number to be told that it had been deactivated. We tried to speak to "live chat" but were kept waiting for hours without anyone answering the text. Eventually my partner went to the gym, explained the situation to a member of staff who wouldn't help. After my partner showed her displeasure at the situation she was given access and a phone number to contact customer service. Yep, you've guessed it, it was the same number which had been deactivated. Again hours spent on "live chat" with no response. I sent an email to their complaints department with the automated message saying response in 3-5 working days. I then read the Trust pilot reviews which are, in the main, appalling. I noted that the poor reviews have all happened in the last 2-3 weeks. No doubt as a result of the Gym Group having changed the way they accept payments.

Most bad reviews state problems cancelling their membership. My partner has now cancelled the direct debit and sent a message to the Gym Group advising them that the direct debit has been cancelled.

Like most of the other reviewers, my partner has been charged for a service that cannot be accessed, which under normal legal terms is theft or fraud.

It is apparent that since the Gym Group changed their tactics they have been haemorrhaging members. One wonders how long they will survive if this continues. Surprisingly when "Googling" "is The Gym Group in financial difficulties?" It says that they are doing well and expanding. For how long is anyone's guess and maybe because they take money but don't deliver the service.

Avoid them.

It looks like a nice gym, too bad I can't seem to join.
​I went there in person, but they told me the only way to sign up is online. I've tried three different payment methods, but Gym Group processes the payment only to decline it and issue a refund about an hour later.
​There are no phone numbers to call, and the chatbot just directed me to a contact form. By the time I get a response, I'll most likely be at another gym.
​It’s almost funny to think that all this effort to automate a service ended up preventing an actual customer from signing up and paying the fee that keeps the business running in the first place.

Charged twice for a membership i didn't get. Then when trying to resolve it, I wasn't even able to talk to a human. Everything automated, and I still haven't solved my problem. THE WORST CUSTOMER SERVICE.

Having a women-only room inside a gym could be seen as discrimination, especially when some men may also want a private, men-only space because they feel uncomfortable with women staring at them.

If this same women-only arrangement existed in Afghanistan, I suspect Piers Morgan would have it all over the headlines every day, describing it as an issue of discrimination and inequality. The question is: why should the principle be treated differently depending on where it happens?

“In the event—God forbid—of an incident occurring while someone is alone in the room, they could be at significant risk with no one present to assist.”