The Gym Group Reviews 

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

I couldn’t caution people more from this company.

They are impossible to contact and have continued taking small amounts out of my bank account for the last few weeks.

They also wouldn’t let me change my account type (from one membership to the other) despite being told I could.

I’ve literally spent hours trying to sort this and they’ve had hundreds of pounds from me. It’s been a living nightmare for my husband and I.

Never ever use the gym group

I have been a member now going into my third year. When it came to renewing for my current year, I did not receive any form of communication that my membership was coming to an end. I simply arrived to the gym and could not get in. When I immediately tried to rejoin, it said that I had to pay a joining fee but why? I had already been a member for 2 years. The annual price I was quoted was also £120 more than the previous year. When I emailed to complain, a response took 7 business days and did not address my issue of no joining fee and increase in price. After all of that, no compromise or offer, I rejoined only to find out that a temp promotional offer happened of no joining fee. Get your sh*t together Gym Group

Customer experience outside of the gym has been very poor - no reply to my emails and no one in the live chat despite contacting within the working hours.

Joined the gym yesterday got up at 4:30am to go to the gym.
On arrival at 5am scanned the to qr on the app said I was at the wrong gym which I wasnt.
Tried the pin number still no access.
Have contacted support threw the app each time they respond with a generic email and close the case.
So still not resolved and no one to talk to.

The good:
The gym group near me (uxbridge) is very good. All three floors are very clean and well maintained. The equipment is modern and well looked after. Also the staff on site and very helpful and approachable.
The bad:
While their facilities are great, thier customer service is a joke. I recently had an incident where I had paid my monthly subscription but for whatever reason they didn't acknowledge it came though. Because of this they blocked my access. I then spent a week trying to use thier online chat bot which wasn't helpful. When I finally got through to a real person, which took 2 hours of waiting to respond. They were less than helpful. Unfortunately I had to repeat this process several times as occasionally i missed there response (2 hour wait time). I finally sent them evidence and they completly ignored it which meant I had resign up again.

Overall:

Great gyms, appalling customer service.

Utterly horrendous customer service, please just give me my money back.

THEY DON’T CARE ABOUT THEIR CUSTOMERS…THERE’S NO CUSTOMER SERVICE NUMBER TO CALL,THEY DON’T RESPOND TO EMAIL.THEY CANCEL MY MEMBERSHIP BECAUSE I GOT £16:99 FOR LIFE (TOTTENHAM HALE) BECAUSE I WAS THE FIRST TO REGISTER.THEY DON’T CARE…

Took my money and completely ignored me.

I signed up for a membership as I need to start rebuilding my strength and health following a back injury. I was told that the gym manager would have to contact me to arrange a first meeting before I would be able to use the gym.

A week has gone by without any contact whatsoever. I have emailed the gym, no reply. I have emailed the complaints team: no reply.

Now I'll have to go through my bank to try and reclaim the money I paid.

Absolutely abysmal service.

There is no support at all if you have a problem it's a nightmare to actually talk to someone.Ite hopeless, the online form is really useless and you get AI answers that are unhelpful 😢

Impossible to get hold of anyone to sort out a payment problem. Online chat takes hours to get through and its a waste of time as they don't know what they are doing anyway. The complaints team take over a week to reply and are unhelpful. There is no contact phone number for the company. I've had to cancel my bank card as they set up a recurring payment without my permission and I can't get hold of anyone to sort it. I'm also having to go through my bank to dispute the transaction. Absolute nightmare to deal with, save yourself lots of hassle and go to a reputable gym company.

This gym isn't good at all, really bad customer service, 4 times entry was declined, send them emails to resolve the issue but nothing happening. Same this happened with my friend so it's not just me. Last night as well me and another random guy was trying our best to enter the gym by putting our pin codes but nothing happend. Rung customer service and they said it's third part controlled premises so can't help you. They keep taking payments but nothing much in return. Sometimes the code works and some time it doesn't and theres no alternative either, you go with big plans and motivation to gym and then door doesn't open is very Disappointing bunch of scammers
AVOID

I signed up with The Gym Group under their MOVE promotional offer (no joining fee and 20% off for 6 months). The onboarding platform suffered a system glitch on their end, leaving my account inactive despite a valid Direct Debit mandate being created and payment processing via PayPal.

Local gym staff explicitly confirmed that this activation glitch is a known, recurring issue. Yet, customer support has refused to properly resolve the mistake, offering only to waive the joining fee while withholding the advertised 6-month discount.

Under the Consumer Rights Act 2015, businesses are legally obligated to provide digital services with reasonable care and skill. Penalising a customer and refusing to honor advertised terms due to a bug in their own IT infrastructure is completely unacceptable.

To make matters worse, their customer service requested proof of the Direct Debit mandate to escalate the issue for review. I provided full screenshot evidence, PayPal receipts, and previous correspondence as requested, and since then, complete silence. They have completely ignored follow-up chasers and missed reasonable deadlines to rectify their mistake.

I was forced to rejoin at standard rates under protest simply to access the facilities while they drag their feet. Extremely poor customer care, broken systems, and zero accountability.

Great price and brilliant equipment.
Staff are always friendly and approachable.