Harlands Group Reviews 

I've been trying to cancel my membership for Xcelerate Gym for a week now, I've sent 3 emails already since last Tuesday in regard to this matter to no avail.

One of the worst customer service experiences I’ve ever had, I attempted to freeze my account as I don’t have the money at the moment and instead of freezing my account they charged an administration fee, if you couldn’t take the original amount, what makes you think I have £20 more?? Called them up and got the most unsympathetic service I’ve ever received where they refused a payment plan and said there’d be another charge next month, are you kidding me? Don’t join any service that has these cockheads apart of it.

was in financial distress, and let me note, no financial contract with my gym. I missed a payment, harlands charged me £15, ontop of my membership, taken out my account, out of the money I had set aside for baby food, nappys and gas on a very tight and stressful week. When I called up for help they just said they cant refund the admin fee and could only credit it towards my next month membership. That obviously wont help me feed the kids this week. I also read a few complaints down, this reply from harlands "I can assure you late payment fee's can be removed or refunded if applicable", This contadicts what the girl said on the phone, who might I add tried to make me feel like a confused idiot. Harlow have quite clearly said to customers on here, refunds are available, so dont let them try make you feel like a fool for asking. Disgusting business practice, I once again state I was in NO contract with the gym. Take time to read all the reviews, I will be complaining with my gym and I hope enough people complain so that the gym group decide to drop harlow. edit - reply to harlows comment, my bank has already refunded it, so I have cancelled my gym membership and joined else where. instead of apologising to everyone, change your business model from attempting to fine people who are financially stuggling. Especially when they do not have a contract with their gym membership LOL.

My gym closed down suddenly without much notice and my gym membership payment was still taken the same month. I spoke to Harlands and they were very helpful to start with and were going to try and help get my payment back or at least some of it. 5 months on and after chasing them up via emails they have said I have to get back intouch with the owner to retrieve my money back. I am so upset and disappointed. I have emailed the ombudsman and hope to hear back ASAP. Harlands have been replying to my emails over the last few months leading me to believe they are helping me get a refund to now saying they can't give me it although they took my payment and they know fine well the gym closed down and I can't even speak to whoever owned it. I'm getting intouch with my bank tomorrow. This company have led me on for 5 months for the outcome to be back to square one. I feel like they are hoping I give up but at the end of the day... they took a monthly payment from me and I want it back or at least some of it back.

Charged an “Administration Fee” of £25 when I didn’t have enough money to pay my gym membership of £23. What administration costs £25 ?! I now have to pay double the price as they would not offer any help at all. Terrible, money-grabbing company, do not use !

The cancellation policy for my gym membership was just to cancel the direct debit - which I did. I then found out a year later that Harlands had been taking the membership money from my account every month despite me cancelling the direct debit with my bank. They refused to help when I brought this to their attention so my bank filed an indemnity claim on my behalf and after an investigation they decided to return the money to me. Harlands are now threatening to take me to the small claims court over the money, despite it not being my fault at all that the money was taken from me. Do not come anywhere near this company unless you want to lose a lot of money to them.

My one star review has been swiftly turned into a five star one thanks to Mark on the complaints team!

After struggling to get through to the team to reinstate my direct debit and then being left with fees and stress, Mark replied very quickly via email and helped me out completely.

If you’re having issues I’d definitely recommend emailing to get a lovely and helpful response.

If I could give 0 stars I would. I have been paying membership via my leisure centre. Harlands are now threatening me with debt recovery saying I haven't paid my membership since march. I have paid this and submitted bank account screenshots to my leisure centre as Harlands told me to contact them. Now Harlands haven't collected my May payment at all and are continually adding debts to my account. I'm at my wit's end as neither Harlands it my leisure are doing anything to help me resolve this. I honestly do not know which way to turn and if I instruct a solicitor on my behalf I will be claiming their costs and costs for my own time. This is extremely stressful and upsetting for me as I am unwell at present and this situation is adding massively to my stress levels.

Awful company. Didn’t have enough in my bank account for a membership and wasn’t using it anyway as I was too ill. was unaware I had to ring and cancel before cancelling the direct debit but I didn’t want to go into a unnaranged overdraft with my bank. They’ve now emailed me numberous times saying I owe for administration fees too. Adding onto it each month but won’t cancel my account.

scamming small business, threatening gym members, literally the worst company - DO NOT USE- THEY ARE CHEAP AND YOU GET WHAT YOU PAY FOR. I took them to small claims for stealing money from me and they paid out the day before it went to court- they bully small independent businesses and they should not be allowed to work in the financial sector

Stay away from it

I have tried to cancel my membership numerous times and failed, the Xercise4less gym i used closed down and i have still been paying £41.50 for at least 10 months for a gym that doesn't even exist! I'm scared to cancel my direct debit as in the terms it states i will be charged and also they could arrange debt collection agencies to visit. I am really unhappy

Joined up for a gym whose direct debits are managed by Harlands when I returned from New Zealand for a visit over Xmas. Although I specifically paid more to have a temporary contract so I could cancel it on my return to NZ I receive an email from Harlands every month telling me how much I owe them and threatening to refer me to a debt collection agency. I have contacted them multiple times and just get told " yeah those emails are automated just ignore them".

Avoid Horizon leisure centres at all costs as if you try and cancel you'll need to deal with the hassle and anxiety of being chased for money you don't owe. Luckily, I'm in NZ so there's nothing they can do anyway, but the next person might not be so lucky.

I'm sure the Harlands customer service team will tell me to make contact on here like they did everyone else. Well, I already have and you keep sending these emails anyway. It should be a pretty basic step to stop an automated email, but for some reason they can't seem to manage it?

Missed one payment after running into financial difficulty due to soaring energy bills. Then, was forced to cancel the direct debit because it was gym or food, and I chose food. I had not entered the gym in approximately 4 months prior to this due to mental health issues. I supplied evidence of the debt, I also supplied a very personal letter of a PTSD diagnosis after experiencing violent crime that clearly stated that I have lost my ability to undertake leisure activities. I had to redact sections because they were too sensitive and couldn't be repeated. The letter predates my missed payment, and still I have not attended the gym.

Apparently it is not enough, despite the terms and conditions: 11.4 During the Minimum Term you may cancel the contract only:
(c) If you develop a medical condition which prevents you from using the services on an ongoing basis. An appropriate medical practitioner must provide written evidence that this is so.

The email I sent outlining these terms was ignored, and instead a letter sent threatening debt collection. The letter itself had errors in it, apparently a £0.00 charge on top of £95.00 means my total is now £130.00 and if I don't pay that equals £200.00 to debt collection. I've provided very adequate and frankly very personal evidence and apparently it is simply not enough, and I have been told "In the meantime we will continue to chase for payments until we have recieved adequate proof to cancel."

Chasing someone with diagnosed PTSD who even struggles to even go outside. I had been a loyal customer before these events which was not taken into account. When I'm better I do want to go to the gym again but I don't think I'll be able to now. I must thank Harlands for the extra stress of debt collection.

Horrible
I signed up for a gym membership but never went due to a accident then i cancelled the membership but it never went through and i didnt see money coming out as i have lots of bills that come out as one so when i found out i cancelled again and then i was told i got to pay the last fee when i still never set foot in the gym so now i have to pay the fee and extra because the gym and harland are both bad companies. The gym is energy fitness as well so aviod

Was unable to get into the gym due to them changing facial recognition, I cancelled my direct debit, the same day without warning they put a £20 administration fee. When i called harlands at 9:40 on the 30/03/2023 to discuss this and inform that I’m not working the guy I was talking to hung the phone up on me and was very rude.

Edited - I am an already struggling single parent and a carer, i just missed my direct debit for my leisure center membership as i didnt have enough money in my account to pay it, i put the money in my bank later that evening after the payment was declined then woke up this morning less than 24hrs later to an email saying i now owe an extra £20 admin fee ontop of the £24 am paying. Rang them up said there is nothing they can do about it except change the date the payment comes out, so i posted a poor review on here to express my upset. I was then met with a response of whom to email in which i did and was promtly met with Mark from Customer Complaints who swiftly emailed saying he removed the late payment fee and a sincere apology for the inconvenience caused. I am very grateful thankyou again.

I will keep it short because all the same stories.
If you see that name, RUN!

Edit: After connecting the customer representative the issue was resolved.
I hope they will be more careful about their reputation.

A lot of gyms seem to have signed up with this company to handle their finances - I've been a member of The Gym Group for numerous years, activating and deactivating my membership when needed. Never been giving any charges prior to this year 2023 for cancellation or a missed payment, was always given the option to repay the next day. After an apparent missed direct debit, which my bank did not notify me of, an "administration fee" of £15 was added on top of £16.99 coming to £31.99 in total. This was also set up as a weekly direct debit, thankfully I had seen it before another payment was taken and cancelled it. After this I had my gym access taken from me even though I had paid for the entire month! I have cancelled previously at this gym and still recieved the rest of my month I paid for respectfully. I Have called The Gym and was met by a very aggressive person, talking over me and shouting at me because I requested a full refund as I was not notified of a £15 charge if a payment was missed AND this charge has never been taken previously when a payment was missed. I was refused my entire month that I had paid for also. Apparently £15 is how much it costs to reinstate a direct debit, never heard of this in my life. Absolutely disgusted with this fraudulent payment and The Gym Company for having such people representing their company. So much business will be lost over this and I'm glad as maybe it will open up a discussion about this.

Terrible company to deal with. I have given notice to cancel my direct debit on swimming lessons for my son. As he wasn't informed he had finished I found out late and have 1.5 weeks notice to cancel before the next DD on 01/04. They have me a strict email back saying I'm line with the terms I needed to give 15 days' notice. Granted I didn't give this but they will be charging me until 01/05 until the cease of the DD and I can continue to use their facilities until then. If I cancel my DD with the bank, they threatened to cancel my membership at the entrance gate!!! And my child wouldn't be allowed in to finish off the lessons that I already paid for via the DD. I don't want to use it for another 5 weeks. I want my refund for 3 weeks after that! Another time, I requested a refund and guess what ignored 3 times despite chasing! Awful service!