The Gym Group Reviews 

Closed gym for 1 week for refurbishment and offered me alternative gyms over 90 minutes away from current gym.
No other alternatives provided in terms of goodwill and expects me to pay a full months membership for only 3 weeks of the building being open and 90 min journey to an alternative gym isn’t reasonable.
Raised complaint and got copy and paste responses that didn’t deal with my issue and was told to pay more to freeze my membership or I’d have to just deal with paying the same for a lower service.

They don’t care about their customers and will just take your money as long as possible.

Avoid at all costs as they will look to squeeze all they can out of you while providing the minimum service.

Signed up for a 12 month membership only to realise that if you use another gym that's a higher price you'll be charged it! It is hidden within the T&Cs which is really unhelpful and completely ridiculous, so much for an 'ultimate' membership - it's a scam!

Good luck trying to speak to someone who can help you, there is no customer service phone number. The one they advertise no longer works and the chat bot customer service help doesn't reply sometimes (even after hours of waiting!). They also tell you to submit a ticket via email, I'm still waiting to receive a response to.

Expect a chargeback, as I'm within the 14 day cooling off period.

If the stress of trying to actually join was a weight loss plan then I'd have reached my goal by now!!!

I have just joined the Wolverhampton gym.

Pros: lots of equipment, gym seems clean and tidy, I have only visited on a Sunday so I’ll wait and see what it’s like at peak times in terms of getting on equipment. Cheap membership prices. Easy enough to sign up and get the app.

Cons: my partner and I joined this morning, then tried to attend at midday. Neither of our PINs nor QR codes worked. Fine, I’m sure it’s just a teething issue, so we rung the bell for staff attention. Waited around 8 mins - no answers. I called the main number - it says their offices are closed. I then go on the website to the live chat function to get help.

We walked around Sainsburys next door whilst we figured this out. It took a number of times explaining to the bot what I needed, which infuriatingly it couldn’t seem to understand, until finally it gave me the option of “speak to an agent”. I selected this, and a full 15 mins later, I get through to Ellisha. She helpfully tells me she had reset my PIN and it should work in 20 mins. I said “okay, can you now do the same for my partner’s PIN” and gave her his email address. She tells me no, he must contact separately. I asked - “Why? He’s standing right here next to me. Happy to answer any security questions and I’m asking you to simply refresh his PIN - I’m not asking for any sensitive information, I’m not closing his account or doing anything that could be problematic. But you want me to disconnect from this chat, start a new one, wait another 15-20 mins for a human to connect to, and then a further 20 mins for his refresh to happen? That seems like a huge waste of time Ellisha given I’m standing outside the gym again at this point.”
“Sorry, he’ll have to contact us himself.” At this point, I’m considering cancelling my membership and I haven’t even entered the building yet. Absolutely abysmal customer service. I immediately reconnect to the chat bot and start the process again for my partner’s PIN.

We try our luck one last time at the door, and a girl with a day pass is also unable to get in. We’re all about to give up, when a member of staff sees us. He lets us in after checking we’ve joined the right gym (we had). And says “I’m leaving at 4pm so grab me before then to get out, I’m the only person on site today”. It’s only 1pm so we’ll be fine. We do our workout. I am responded to 20 mins later by Viktoriya on the chat. She takes forever in between replies so I just say “I’m in doing my workout now, to ensure I can get in properly next time, please just refresh my account when you see this.” And disconnected.

Then we try to leave around 2pm. The staff member is nowhere to be found. I search the gym top and bottom. Knock the various doors that could have staff behind them. The day pass girl is also trying to leave and is getting very stressed that she can’t. We wait at least 10 mins until he finally appears and lets us all out.

To say my first visit to The Gym Group Wolverhampton, and my first contact with the humans of their customer service, has been utterly dire - would be an understatement. We’ll see how we get on but I may well be cancelling soon.

Terrible customer service!
My daughter has tried multiple times to make contact to cancel her membership and no one replies, I assume because they want to just keep taking her money!!

Nice, clean, good condition equipment. Some wear is sometimes visible but they replace worn stuff frequently. Nice app too, they show when the gym is most busy. I go in the morning very early as I hate waiting for equipment and people waiting for me and it feels like I am frequently one of 5/6 in the massive gym.

I’m stood outside their gym in Plymouth. Signed up yesterday, and the 8 digit sign-in code they sent me doesn’t work. So I’m stood outside trying to get in and nobody pitches up for an hour.

I have tried to book a guest pass for someone that is included in my full paying membership. Zero contact and absolutely no way to speak to anyone. They ended up paying £14:99 just to train with me. It used to be so simple but obviously they don’t want anyone to get a free pass. If it costs too much just add it to the subscription cost don’t pretend that there are technical issues 3 weeks in a row!!!

Can’t get in touch with anyone. Tried via the app and website and you get an unhelpful email and notification that the query has been closed. Sends you around in circles and you can’t speak to a person. Cancelled my membership due to poor customer service and nothing to do with the gym/facilities.

I've been a member of The Gym Kingsbury for a while, and it's incredibly frustrating that the air conditioning has been a recurring problem for the last two years. During hot weather, the gym becomes unbearably warm, making workouts uncomfortable and leaving you feeling tired, sluggish, and drained instead of energised.

Members pay a monthly fee expecting a safe and comfortable environment to exercise in, but this issue never seems to get properly resolved. It's disappointing that such a basic facility has been neglected for so long.

Until the air conditioning is permanently fixed, I can't recommend this gym, especially during the summer months.

I've been a member for a while, and unfortunately the standards at this gym have noticeably declined.

For several days, on all three floors, the gym has replaced paper towels with toilet paper rolls placed on top of rubbish bins for members to use when cleaning equipment. I genuinely couldn't believe it when I saw it. It's not just the fact they're using toilet paper—it's that the rolls are sitting on top of the bins as the official cleaning station. For a national gym chain, this looks unprofessional, unhygienic, and frankly disrespectful to paying members.

This isn't an isolated issue either. Recently there was no soap in the changing room toilets for several days, about a month ago there was no toilet paper in the toilets for an entire day, and the lift seems to be out of service almost every month.

The surprising part is that the gym is always staffed, with personal trainers on the floor and the manager regularly present, yet these issues continue for days without being resolved.

Everyone understands that supply problems or maintenance issues can happen. What I don't understand is how the response was to leave toilet paper rolls on top of rubbish bins throughout the gym instead of finding a more appropriate temporary solution or even explaining the situation to members.

I expect much better from The Gym Group. Basic hygiene, maintenance and professionalism shouldn't be too much to ask.

I cancelled my subscription with the gym and they they immediately deactivated my code which I think is ridiculous so it was like after the working overs and I couldn't contact the customer service to get me access to the gym so basically I couldn't use the gym

My favourite Telford gym! Just had a refurb too! Awesome friendly staff and very clean! Highly recommended! Plus easy free parking.

The gyms are busy but reasonably good but support is abysmal. They regularly just change your access for no reason limiting my ability to use the gym.

Then trying to contact them to remedy this is near impossible and even the staff in the gym are powerless to help. So infuriating.

Please improve your customer services and be able to resolve issues in the app

I froze my membership two days before my Direct Debit was due because of an emergency. By that point, I had been a member for several months. I didn't use the gym at all during the following month, yet the company refused to take the exceptional circumstances into account or issue a refund for that month's payment.

As a result, I cancelled my membership. The equipment and the staff were excellent, which makes the experience all the more disappointing. Unfortunately, the company's handling of the situation has left me with a poor impression of its customer service and ethics.

Several of us arrived at the gym around 6:30 this morning, but the door wouldn't open—neither by scanning the code nor by entering the PIN. We waited over an hour and eventually had to leave because there was no one inside to help, and no one was answering the buzzer. It’s 7:22 now, and it’s still not working. It’s disgraceful; if it’s a 24-hour gym, there really ought to be someone available for situations like this.

Abysmal customer service.

After 5 years of membership, they failed to take my payment this month due to a technical issue their end. They didn't notify me, instead they cancelled my membership the same day.

I was passed around customer service chat, billing, and email, but they are "unable" to reactivate my account. Instead I would need to pay the joining fee to rejoin on a higher monthly rate.

Don't worry though, they said they "understand my frustration" before they simply stopped replying.

I won't be rejoining or recommending the Gym group to anyone in the future.

Terrible service from the gym group regarding a PCN at the barnsley branch. machine recording vehicle reg not working ended up with a £170 fine! No help provided from the gym group despite multiple emails. Despite me logging into the gym group app and proving I was at the gym at the date and time of offence this was deemed not good enough when I appealed the fine! DO NOT USE THIS COMPANY!

Cancelled almost a month ago and still no refund. You are thieves and this will need to be reported to trading standards

absolutely Fantastic gym, I don’t have nothing to said, I nice and friendly staff.

I'm now going to Trading Standards and RetailADR over my first direct debit payment which was taken which violates the Direct Debit Guarantee and the Consumer Rights Act of 2015.

The Gym Group advertises pausing for one month but this feature is not accessible in the 4-5 days before getting billed for the next cycle, despite this cut-off not being mentioned in the Ultimate membership joining page or the terms and conditions, which mention only the following:

"3. Free membership freeze - sometimes life gets in the way. Ultimate Membership gives you the option to freeze your monthly membership for up to 1 month at no cost. Your freeze can be extended above 1 month, but will incur further charges."

There is no caveat that there needs to be 5 days notice to pause in your own Terms and Conditions.

I attempted to pause my membership four days before my payment was taken and I did hit pause on the website. However, the Gym Group automatically paused the following calendar month with no option to pause the immediate next month, even though I had not yet been billed.

I was unable to find any way to contact the Gym Group. No phone number online. The Live Chat on the site is deeply concealed and only pops up after many seconds on one sub section of the Gym Group Website. Ergo there were insufficient means for a customer to be able to access the feature of membership pausing which the Gym Group advertises.

The Consumer Rights Act of 2015 states that services need to be fair, transparent and written in plain language which this policy breaches entirely. The customer cannot be aware of something entirely omitted in your terms and conditions.

When I found the Live Chat feature, I contacted the Gym Group and notified them. It has been 13 days and I still have not received a response.