The Gym Group Reviews 

I go to the gym at South Sunderland.

The staff are always friendly and helpful. Andy the manager is so friendly and always smiling.

It is a great environment to work out in as other users help each other out. Sharing equipment and helping less able to change equipment settings, etc.

The equipment is clean and in good working condition.

The toilets and changing rooms are always clean and well stocked.

The membership prices for the gym are very reasonable as well.

I can highly recommend this gym to anyone thinking of joining.

Zero support from customer service, things have really changed in the past 2 years (I suspect AI is to blame). 2 weeks ago I received an email reminder saying that my anual gym membership was due to expire on 10/11/26. On 13/10/26 I suddenly found I could not access my gym, and the app showed my membership was disabled - so perhaps the email meant 11/10/26 and American AI is the culprit, however all other emails with dates have UK/European format (after all its a London registered company and I'm in the UK). There was also an offer of 25% discount to renew, but this does not work. Wanting to understand what happened to my remaining month, and get the 25% offer, I wanted to contact them, however thr telephone number no longer works, the online "support" is simply standard Q&As, so I tried contacting customer services on the different emails I used in the past, no bounces, but zero response. This is important as I also need them to provide an invoice for my case manager (I am using them to supplement my physio after a serious accident) -they've done without issue in the past, but no email replies mean this is unlikely now. My local gym has also been closed for approx 2 1/2 weeks in total for different "refurbishments" (first time was a couple of walls painted, second time more equipment, but machines are now spread out in a ridiculous way), the offer of an alternative gym is not helpful if the closes one is 20 miles away. This is a shame as the staff at the gym themselves are great and helpful, and there is a great bunch of people I've made friends with, but I'm not sure I can continue using this given the complete lack of back-office support.

I noticed that my membership had been cancelled and wasn’t sure why, so I contacted customer service via live chat and spoke to Jamie. I was advised that the payment couldn’t be collected, despite no apparent attempt being made to take it. Understandably, I was quite frustrated, but Jamie was incredibly patient and understanding throughout.

Jamie kindly offered to stay online while I reinstated my membership and assured me that any discount I had would be applied. When I encountered difficulties reinstating it, Jamie went the extra mile by offering to email me personally so I could reply to the email chain once everything was completed.

I managed to reinstate my membership, and Jamie confirmed today that everything had been sorted, even extending my membership until January 2027!

Fantastic customer service from Jamie, who took ownership of the issue, showed genuine patience and made sure everything was resolved. Thank you, Jamie, for turning a frustrating experience into such a positive one!

The gym itself was decent, no major complaints with the facilities. However, it is nearly impossible to cancel the membership! When you go to manage my membership and click through all the buttons telling them to cancel your membership, there are only directions that tell you to cancel through your bank if you use direct debit (no options are shown for if you use credit or debit card). You have to chat with the AI bot and then with a customer service member to even start the cancellation process through credit/debit. The subscription model makes it difficult to even find your billing date, and you do not get a reminder of when you will be charged.

Genuinely the worst company I have ever tried to deal with. No customer service whatsoever. No phome numbers. You wait for hours on the live chat just to speak to someome who doesnt have a clue. You can email complaints and a couple of weels later they might reply but they wont have actually read the enail you sent them. Local staff say 'come and find me in the gym' when the problem means we cant get in the gym. Basically scammers, do not waste your time.

One of the personal trainer working their kicked me and my friend out because apparently”I slapped my friend on the lap” when I was just tapping him to get him hyped for a pr, and when my friend failed it and the weights fell apparently I was “failing to spot him and laughing after” so I’m not allowed to laugh with my friend after he made a mistake? Absolutely horrible gym, terrible equipment, rusty bars, most of the employees are nice except 1.
He is relatively tall, brown hair and beard and he has earrings

My pin has stopped working have now been without gym access since Friday 9th, staff on duty have no idea why, no manager on duty, I don't know why my access has been restricted, absolutely no communication from the Gym Group, payments to them are up to date, zero communication, no tel number to talk to anyone, after waiting for 1 hr on line, live chat finally responded and want me to take time out of my day job and go to the gym and see the manager, who on my last visit was not working, emailed the complaint team 3 times this week, complaints team are awol. VERY VERY VERY POOR OVERALL.

Faceless and unhelpful organisation. No one to speak to and just respond to emails by saying look at FAQs. I would not be contacting them if I’d found an answer to my query there. Very frustrating and I’m likely to cancel my membership.

Had no problems really enjoyed the workout

Very poor service. I have been a member for years, yet I was suddenly denied entry to the gym; there is no manager available to speak with, even though my payments are being processed correctly.

The bet in telford

I arrived at Tottenham High Road gym at 2pm today, Monday 12th of October to find it was closed. Other people arrived and didn't know it was closed today also. I usually receive an email informing me that the gym will be closed but didn't receive one about it being closed today. Hopefully they will start to inform their customers about future closures by email again. My time has been wasted today.

The gym groups facilities in wolverhampton are broken constantly and old and disgusting. customer service is worse than talking to a brick wall. I had to fill a form in detailing why id like to cancel my membership first of all their branding is you can cancel and come back whenever, i fill in the form and a month later money is still taken from my account. These leeches don't have an active customer service number or Email i can find so now im raising a dispute with my bank. I will not stop until i get my money back you have stopped me purchasing my beanie.

The gym is all good everything was fine but what about your assistants if someone need help they are not even coming for help they behave like i dont pay her bills my brother got a pin issue am calling him last 30 minute ago and they are chill in staff room like nothing happened what if someone need a emergency call just make sure u have a good staff in your gym otherwise current assistant in the gym group hounslow is bullshit

Not sure why my gym membership wasn't cancelled when I requested through the app - when I realised I was still getting charged they couldn't provide a refund. Despite the fault of the app (which I assume is purposely faulty to retain money from clients).

Terrible customer service - tried to raise it with them but they wouldn't refund.

I have had a great tour at Acton The Gym Group. The staff name, MARTA was such an excellent help and support. Shared all the relevant information. Top class professional service given by her nd for that reason I want to change my man gym to Acton

Tom ⭐⭐⭐⭐⭐ she is very supportive

⭐⭐⭐⭐⭐

Really great experience with Lex Jetta He was friendly, professional and very helpful from the start. He took the time to help me properly and made everything easy and comfortable. You can tell he genuinely cares about helping people. Great guy and excellent service. Highly recommended! 💪

Dear The Gym Group,

I am writing to formally raise a complaint regarding the cancellation of my membership and the ongoing difficulties I have experienced trying to rejoin The Gym Group.

I have been a valued member of The Gym Group for several years, so I was extremely disappointed to discover that my membership had been cancelled last month without any prior notification or explanation.

The monthly membership payment was available in my bank account and was due to be taken on the scheduled payment date. However, the payment was not collected. I contacted my bank, who confirmed that the payment had been cancelled by The Gym Group rather than being declined by my bank. I would therefore like to understand why my membership was cancelled and why the payment was stopped when sufficient funds were available.

As The Gym Group does not provide a telephone number for customers to speak directly with someone, I initially tried to resolve the matter through the online chat. Unfortunately, I experienced extremely long waiting times and considerable difficulty obtaining a clear explanation.

I subsequently checked my payment activity and noticed that the payment appeared to have been transferred to or processed by STRIPE. I had not been informed that Stripe would be involved in processing my membership payments, which added further confusion to the situation.

When I eventually managed to speak to an advisor rather than an automated chat service, I was told that the payment had been rejected. However, this does not make sense to me, as the funds were available in my account and my bank confirmed that the payment had been cancelled by The Gym Group.

I was then advised to rejoin The Gym Group using the 50% reduced offer. I have been attempting to do this for approximately a month, but I have been unable to complete the process because the payment for the joining fee/deposit repeatedly fails.

I contacted customer support again via the online chat and was advised to try registering with a different email address. I followed these instructions and was issued with a new PIN. However, when I attempted to log in using the new details, I was unable to access my account.

I contacted customer support once again and was told that the payment had not gone through. Once again, this is confusing, as the payment was showing as cancelled by The Gym Group rather than being declined by my bank.

I was then advised that I needed to pay the joining fee again using another email address, despite the fact that I had already followed these instructions previously. While I was discussing the matter with the advisor and seeking further assistance, the chat suddenly stopped responding and I was logged out.

I find this level of customer service extremely disappointing, particularly as I have been a loyal member of The Gym Group for many years. I have followed the instructions provided to me on several occasions, yet I am still unable to rejoin due to issues that appear to be outside of my control.

I would therefore like a clear explanation as to:

Why my original membership was cancelled without my knowledge or prior notification.
Why my monthly payment was cancelled when sufficient funds were available in my account.
Why I am unable to rejoin despite following the instructions provided by your advisors.
Why the joining payment continues to fail or be cancelled.
Why I cannot rejoin using the 50% offer that I was originally provided with.
Whether my previous membership price can be honoured once this issue is resolved.

I have also been communicating with an advisor via email, but unfortunately I appear to receive a response only approximately once every two weeks. This has resulted in the matter continuing for far too long without any meaningful progress or resolution.

I would appreciate this matter being escalated to someone who can properly investigate what has happened with my membership and payments and provide me with a clear resolution. Given my longstanding membership with The Gym Group, I believe it is reasonable to expect this issue to be dealt with promptly and fairly.

I would like to rejoin The Gym Group on the 50% offer that was provided to me and, ideally, retain my previous membership fee. I am more than willing to continue my membership, but I need The Gym Group to resolve the issues preventing me from doing so.
I look forward to receiving a full explanation and a satisfactory resolution to this complaint.
Yours faithfully,

The gym group in Chichester
Pin to get into the gym didn't work,press the bell numerous of times no one bothered to come and help for half an hour
Only one member of staff Chris worked and he had a classes so could not be bothered to come and open the door . Absolutely disgusting