The Gym Group Reviews 

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.

Normally would be 5 star but since the refurbishment in Horsham half the cross trainers seem to have disappeared and those left are so crammed together that elbows may knock with person next to you. Refurb definitely done with you get predominantly weight lifting group in mind

I paid for a gym pass to use the facilities in Strood .
As soon as I walked through the door I could feel the warm breeze..There wa air conditioning installed but it most certainly wasn’t on at full capacity if at all.. especially silky when the outside temperature is near 28degrees..
This made for a very short lived experience as I nearly passed out.. fair to say I won’t be using the sauna , I mean gym ever again .. people crammed in like sardines and the heat was unbearable..waste of £10.99..

Every thing improving lift fix it and have a new machine

Quite possibly the worst manager of anything anywhere. When asked if the tv monitors could be turned on (they rarely are these days), I was told no. The reason? They're only on in the mornings. Why? No reason given. He then had a go at me for 'complaining' ( I wasn't - I was just making a request in a very polite and amicable manner) and told me I should find another gym.

Awful customer service, don't bother

Personally, the gym has everything I need to hit my goals. Mohammed has been great aswel.

I've had a fantastic experience training with Tannia at The Gym Kingsbury. She is incredibly kind, encouraging, and always brings such positive energy to every session. She creates a welcoming, judgment-free environment where everyone feels comfortable, regardless of their fitness level.

Tannia really takes the time to listen, understand your goals, and offer support every step of the way. Her enthusiasm is infectious, and she always motivates you to do your best while making the sessions enjoyable. I would highly recommend Tannia to anyone looking for a knowledgeable, supportive, and genuinely caring trainer!