Emailed 2 days ago, of asking support with 12 month agreement which I have entered in May, and never thought that I would be supported by such a high manner and empathy, as my car broke down and then... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Came here to write a review about a lovely lady named Beverly. She helped me with extreme profession and speed. I was very happy with the service I was provided in rectifying a debit issue. What I did... See more
Company replied
I sent an email asking to cancel my membership card. Abbie replied very quickly,professionally,clearly and without any unnecessary questions and helped me right away! This company needs profession... See more
Company replied
I emailed to cancel my membership (I’ve moved out of area, nothing wrong) and Sophie replied and confirmed the confirmation within a matter of minutes. Never had a response so quickly… usually lucky... See more
Company replied
Company details
Information provided by various external sources
Direct debit collections, debt recovery, integrated software solutions and online digital marketing to attract new members for your gym or club.
Contact info
Regus House, B908AG, Solihul, United Kingdom
- www.ashbourne-memberships.co.uk
4.9
Excellent
2K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 100% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
I had an issue regarding my email…
I had an issue regarding my email address.
I had accidentally put a wrong letter in it so I couldn’t receive my digital gym pass.
Isobel from Ashbourne was brilliant and sorted my problem really quickly and was lovely
September 18, 2026
Unprompted review
Emailed in the evening (out of hours)…
Emailed in the evening (out of hours) for a cancellation of my membership at a local gym. Sorted pretty much straightaway. Helpful and straightforward.
September 17, 2026
Unprompted review
Reply from Ashbourne Membership Management Services
Dear Glen, thank you for your great review! We really appreciate the positive feedback. Best wishes, Ashbourne
Great customer service from Isobel she…
Great customer service from Isobel she replied within 12 hours and my query was dealt with straight away
September 18, 2026
Unprompted review
Reply from Ashbourne Membership Management Services
Dear Mr Knox, thank you for taking the time to give us a 5 star review! Isobel was delighted to be able to address your query quickly and efficiently. Best wishes, Ashbourne
The company is absolutely awful
The company is absolutely awful. Their ability to manage the gym is horrendous & customer service is even worse.
Trap you into a contract and don’t let you out even when you can no longer access it.
You just get passed on to multiple different people but none of them actually help.
September 17, 2026
Unprompted review
Reply from Ashbourne Membership Management Services
Dear Aimee, we value all feedback whether it is good or not so good as long as it is fair. However, we’d like to clarify the circumstances based on the membership records and the terms of the agreement. You joined your chosen gym on 19/01/2026 on a 12 month minimum term membership. On 22/07/2026, you contacted us requesting cancellation because you felt the gym was overcrowded. At that point, our records show that you had not attended the gym since April.
On 14/09/2026, you contacted us again requesting cancellation, this time advising that you had moved away. As set out in the terms and conditions agreed to when the membership was taken out, cancellation on relocation is permitted where the new address is more than 15 miles from the gym. You provided proof of your new address, which we reviewed, but the new address is 10.8 miles from the gym. We therefore explained that the relocation clause did not apply.
You subsequently raised a complaint on 14/09/2026. We explained the relevant terms of the agreement and also offered the option of transferring the membership to a family member or friend who is not currently a member.
For clarity, we do not own or run the gym. We are responsible for collecting payments in accordance with the membership agreements provided to us by the gym, and we are required to administer those agreements in line with the terms and conditions agreed at the time of joining. We can see you have 3 payments remaining under the agreed minimum term and your membership will be cancelled once your final payment has been received. All correspondence has been handled politely and with the intention of assisting you within the scope of the agreed terms. Given the above, we kindly ask that you reconsider your unfair review, as it does not reflect the service provided. Best wishes, Ashbourne
5 stars
5 stars, emailed with a query and within 24hrs Isobel guided me and explained the process my opinion she smashed my query and for filled my request Superfast and super easy 👌 thankyou Isobel 😊
September 17, 2026
Unprompted review
Reply from Ashbourne Membership Management Services
You are very welcome and thank you for your brilliant review! Isobel was delighted to be able to help resolve your query quickly and efficiently. Best wishes, Ashbourne
Reply from Ashbourne Membership Management Services
Dear Gilli, thank you for taking the time to give us a 5 star review! We really appreciate it. Best wishes, Ashbourne
Very good customer service
Very good customer service! Claire was really nice and sorted my problem very quick! Thank you!
September 15, 2026
Unprompted review
Reply from Ashbourne Membership Management Services
Thank you for giving us 5 stars! Claire was delighted to be able to deal with your problem quickly and efficiently. Best wishes, Ashbourne
Speaking to the representative Abbie…
Speaking to the representative Abbie she sorted all my queries and helped me set up my membership very helpful and friendly
September 15, 2026
Unprompted review
Reply from Ashbourne Membership Management Services
Dear Martin, thank you for your kind and thoughtful feedback. We really appreciate you taking the time to share your experience, and Abbie was happy to help. Best wishes, Ashbourne
I contacted Ashbourne Membership…
I contacted Ashbourne Membership Services to ask them to amend my Direct Debit payment.
The whole process was very straightforward, and Sophie was extremely helpful, professional, and efficient in dealing with my request.
Thank you, Sophie, for your excellent service. I'm very pleased with the help I received and would definitely recommend Ashbourne Membership Services.
September 14, 2026
Unprompted review
Reply from Ashbourne Membership Management Services
Dear Jerry, thanks so much for sharing your experience with us, we really appreciate your feedback as we all work hard to support members when they contact us, Sophie was pleased to help, and we are delighted that you are another happy member! Best wishes, Ashbourne
I needed help with an issue that I had…
I needed help with an issue that I had this morning with my Membership and Direct Debit. I went on Live Chat and got connected to Zoe. Who was absolutely amazing, she made my process very smooth and she assisted me with my enquiry. I will definitely give her 5 stars, she did such an exceptional job.
September 14, 2026
Unprompted review
Reply from Ashbourne Membership Management Services
Dear Tracy, thank you so much for taking the time to give us such an amazing review! Zoe was delighted to be able to help you quickly and efficiently. Best wishes, Ashbourne
Abbie was very quick to respond to my…
Abbie was very quick to respond to my email & my query was sorted & she also waived the late fee as a good will gesture so thank you
September 11, 2026
Unprompted review
Reply from Ashbourne Membership Management Services
Dear Joanne, thank you for your fantastic review! Abbie was happy to help with your query. Best wishes, Ashbourne
Praise for Abbie!
Abbie was very helpful and direct in resolving my payment issue! I can't say enough about how helpful she was!
September 11, 2026
Unprompted review
Reply from Ashbourne Membership Management Services
Dear Jordan, we really appreciate you taking the time to leave us a 5 star review! Abbie was happy to resolve your issue swiftly and effectively. Best wishes, Ashbourne
Thank you Tiffany for your quick and…
Thank you Tiffany for your quick and exceptional assistance!
September 11, 2026
Unprompted review
Reply from Ashbourne Membership Management Services
Dear James, we really appreciate your kind feedback and the time you took to leave us a 5 star review. Tiffany was delighted to assist you. Best wishes, Ashbourne
Reply from Ashbourne Membership Management Services
Dear Daniel, thank you for taking the time to give us a 5 star review! We really appreciate it. Best wishes, Ashbourne
Very prompt and helpful in resolving my…
Very prompt and helpful in resolving my issue Thank You
September 7, 2026
Unprompted review
Reply from Ashbourne Membership Management Services
Dear John, thank you so much for taking the time to leave us a 5 star review! We’re delighted to hear that your issue was resolved swiftly and efficiently. Best wishes, Ashbourne
Abby dealt with my query quickly and…
Abby dealt with my query quickly and was very friendly and professional - thank you so much
September 9, 2026
Unprompted review
Reply from Ashbourne Membership Management Services
Dear Mrs V Hopkins, thank you for taking the time to give us such a great review! Abby was delighted to be able to help you. Best wishes, Ashbourne
Fantastic service from Jessica
Fantastic service from Jessica, fast, polite and professionally dealt with. Extremely helpful and my enquireky dealt with. Highly recommended
September 9, 2026
Unprompted review
Reply from Ashbourne Membership Management Services
Dear Ian, thank you for taking the time to give us such a fantastic review! Jessica was delighted to be able to help you. Best wishes, Ashbourne
Disappointing experience with cancellation and payment issues
Disappointing experience with cancellation and payment issues
I have been a member of this gym since last year, and unfortunately my recent experience has been extremely disappointing.
I had decided to keep going with my gym payments after freezing my membership . However, I experienced several issues with payments during the continuation process. I was charged twice for August, (once in July, and again supposedly in August, because “apparently July hadn’t been payed for even though I’d frozen it?!) and despite wanting to cancel my membership for September, a September payment was still pursued, therefore I was charged thrice in two months.
When the September Direct Debit was unsuccessful, I subsequently made the payment myself, as I had not been paid,
(This is out of my control) only to then have an additional charge applied because the payment was made later.
I contacted the gym to resolve the situation and requested a refund. Although they have now confirmed in writing that my membership has been cancelled and that no further payments are required, they have refused to refund the additional charge, plus Septembers additional payment and instead offered to apply it as a goodwill credit towards the membership, despite my negative experience with the gym, opening times and equipments itself.)
After being a member since last year, I am particularly disappointed that my membership has ended with this experience. I don’t think customers should have to spend so much time chasing payment issues and trying to obtain refunds when they have already requested cancellation.
I would strongly recommend checking your payments carefully and keeping records of any cancellation requests and correspondence with the gym.
September 8, 2026
Unprompted review
Reply from Ashbourne Membership Management Services
Dear Jasmin, we value all feedback whether it is good or not so good as long as it is fair. However, we would like to clarify the payment history, as some of the details in this review do not reflect our records. There was no request received to freeze the 1 July 2026 payment before it was due. This payment was subsequently returned unpaid by the bank. We notified you of the missed payment on 3 July, and you contacted us on 6 July to discuss freezing your membership. As no payment had been received, we agreed to freeze July at that point. A payment was then made on 30 July for the membership payment due on 1 August. However, the Direct Debit instruction was not reset by yourself, meaning we were unable to collect the payment due on 1 September. You were notified of the missed payment on 4 September, after which you made a payment of £51.25. The £20 charge applied was in accordance with the membership terms and conditions, which clearly state that charges apply where a payment is missed. The remaining amount included the applicable one week pro rata membership payment. The next scheduled payment would have been due on 9 October 2026. We also confirm that your membership has now been cancelled and that no further payments are due. The amount offered as a goodwill credit was intended to assist with the situation, but we appreciate that this was not the resolution you were hoping for. We understand that payment issues can be frustrating, and we have tried to address the matter based on the payment history and the terms of the membership agreement. We hope this clarification helps explain why the payments and charges were applied. We hope that we have explained how the membership that you chose works and that in light of the above you will reconsider your unfair review. Best wishes, Ashbourne
After being connected to Sophie
After being connected to Sophie , the whole process was straightforward and friendly. Thank you to Sophie and team for helping me out with my modification to membership!
September 4, 2026
Unprompted review
Reply from Ashbourne Membership Management Services
Dear Christian, thank you for your kind feedback! Sophie was thrilled to assist you, and we're so pleased to hear you had a positive experience. We look forward to welcoming you back to the gym soon. Best wishes, Ashbourne
Sophie dealt with my query really…
Sophie dealt with my query really quickly and sorted my issue without any problems. Thank you.
September 8, 2026
Unprompted review
Reply from Ashbourne Membership Management Services
Thank you for taking the time to give us a 5 star review! Sophie was delighted to be able to address your query quickly and efficiently. Best wishes, Ashbourne
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.