Review Insights · Google Play
The Gym Group
The Gym Limited · 36,947 ratings · ★ 4.3
4.3
★★★★★
36,947 ratings
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Top complaints - extracted from 36 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"membership"
11 negative reviews mention this · 31% of all complaints
★★★★★ "Terrible customer service ,rude ,unprofessional and not respectful at all . Membership was canceled, due to them changing their paying system ,my bank refused payment . had no emails,no notifications for them ,just cancelled everything afte…" - Axel Cross
2
"customer"
5 negative reviews mention this · 14% of all complaints
★★★★★ "Terrible customer service ,rude ,unprofessional and not respectful at all . Membership was canceled, due to them changing their paying system ,my bank refused payment . had no emails,no notifications for them ,just cancelled everything afte…" - Axel Cross
3
"other"
5 negative reviews mention this · 14% of all complaints
★★★★★ "Battery hog. I've not opened it in two weeks. Android battery usage tool says that it has used more battery than any other app." - Dieter Terjung
4
"people"
5 negative reviews mention this · 14% of all complaints
★★★★★ "Too many people sit on machines texting and not moving on." - sanpaul
5
"since"
4 negative reviews mention this · 11% of all complaints
★★★★★ "Could you guys from The Gym Group Guildford explain to me why after I paid my monthly amount of £30 (you collected the money from my bank account on 12th June 2026) Today 16th June 2026 you terminated my both access to the gym and the app, …" - Pola Knipke
6
"ultimate"
4 negative reviews mention this · 11% of all complaints
★★★★★ "I purchased the Ultimate membership in London because it promised access to multiple locations. After moving back to Leicester, I successfully added the Leicester gym to my account, but I still cannot access it despite paying for the highes…" - Chirag Patel
7
"doesn"
4 negative reviews mention this · 11% of all complaints
★★★★★ "Option to unfreeze membership doesn't work on the app or browser." - Andrew McGarrigle
📋 All 36 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
Terrible customer service ,rude ,unprofessional and not respectful at all . Membership was canceled, due to them changing their paying system ,my bank refused payment . had no emails,no notifications for them ,just cancelled everything after 2 years of membership ,now they require paying rejoining fees ,for their mistake .Unfortunately have to rejoin and pay the fees ,as i live very close and this convenient for me .
When is this gym in Hackney open still closed 😫 🤔
they tell you multiple access gym but when use other 2-3 time they sent you email with fine without any concern about customer. if you want to do this you need to Write under the multiple access gym, how many times allowed. i use another gym 3 times they sent me 12 pounds fine for the using other gym. then what's the point of multiple access??
Could you guys from The Gym Group Guildford explain to me why after I paid my monthly amount of £30 (you collected the money from my bank account on 12th June 2026) Today 16th June 2026 you terminated my both access to the gym and the app, cause I stopped my membership on 12th after you collected my money, so the logic implies that since I paid you for this month I still should be able to access both the gym and the app with zero problem till the date of next payment date. So now what?
I purchased the Ultimate membership in London because it promised access to multiple locations. After moving back to Leicester, I successfully added the Leicester gym to my account, but I still cannot access it despite paying for the highest-tier plan. Customer support has been extremely disappointing, with no help available in person or online. Paying for premium benefits that are not delivered is unacceptable.
Tried installing. with cookies off it won't install (not for me anyway).
Have to get the app for a day pass... pay for the day pass for today, get a message saying the manager will email to greet me in the next 3 days and pass will be activated by then. While when I got to day pass, said it would be available in 10 minutes. So pay for a pass I cant use, receptionist said they cant help. Very misleading when I go to pay for the daypass to say it will be available in 10 minutes, and after I pay says in 3 days.
smells bad always!
can not see membership. worst app
never works when I need it
Option to unfreeze membership doesn't work on the app or browser.
the app doesn't let you view your payments or manage your membership it also doesn't let you file any support requests, and even if you do go through a browser instead, doesn't let you submit them (having tried with 2 different browsers on my phone)
Awful. How is it that I am able to login one time after buying the membership, and now there is an error and I am unable to login at all. Online FAQ has no solution for this and the online customer service is just as awful giving zero solution apart from being able to login into my account from "their end". I have proof that I am using all my correct details and still nothing. Please cancel my membership.
3 treadmills not working. 2 RPM bikes don't have working foot clasps. It has been like this for a while. Why am I paying for machines that are consistently not working. I would appreciate a response.
terrible app
they make it hard to cancel your subscription and too expensive for just the basic
very good app until recently. now it doesn't log my visits or say the duration and it gives the incorrect number of people that are in the gym
Currently not showing classes beyond Wednesday, needs fixing ASAP!
Prices are ridiculous, for accessing important exercises. Need to be subscribed on "Ultimate" to view good techniques for reducing fat and keeping healthy
Took two payments but still asking for money for a membership
horrible customer service
no longer getting info on number of people at my gym since the app updated. I rely on this to schedule my visits.
The app's features are extremely restricted unless I give it sweeping permissions across the board. It claims this allows it to function better, but these permissions are unnecessary and it's clearly a means for TGG & EGYM to harvest data. So I only use it to see how busy my local gym is. I can live without the other features if the only option is to enable ALL permissions-no thank you.
The app is so annoying. why can't you just cancel your membership in the app like so many other apps? why can't it tell you that you can stay going to the gym until the end of membership and you won't get charged, it's very easy to do. it's so annoying you have to ring up and tell him to turn your membership back on. The cancel membership section just tells you to cancel your direct debit.
Battery hog. I've not opened it in two weeks. Android battery usage tool says that it has used more battery than any other app.
Too many people sit on machines texting and not moving on.
Why oh why don't you use QR codes on the equipment? The app is generally ok for checking gym availability and classes, but trying to log workouts on the various equipment is cumbersome, you scroll through a long list, sometimes there are duplicate / similar excercieses (bench press for eg). Why not just have a QR code on each piece of equipment, and just scan it in the app? Would save so much time, and maybe stop some of the 10 minute doom-scrolling between sets that some seem to do.
Good if 50 odd people after that you end up leaving due to lack of equipment at busy times . to many people on phones for 10 minutes between sets
The app is slow, and most of the time I get errors. I nearly always have problems. For example, I removed an add-on five days before I needed to pay, as the first month was free, and now I have to pay £5 on top of my monthly bill. just cos the system is very slow and never seem to improve their system on the app & website, and elephant and castle gym needs new equipment like incline + decline press and trapezius shrug machine please we need it 🙏🏼
The QR code entry scanner just doesn't work half the time. It never recognises the QR code.
I subscribed tu this gym and I booked a kettle bells class, the instructor didn't turn up. very disappointed on the gym in my first day
need to improve workouts
won't let me add additional gyms since the update, and I have the ultimate membership, this needs sorting as I travel for work and reason I signed up was to be able to swap and change the additional gyms
faulty treadmills cut out when walking or running on them. complained numerous times. nothing gets done. it's a healthy and safety issue.
ive rejoined and it says im not a member. i have haf the oin come through on text but no email confirming ive joined other than an email saying sorry you're leaving.
Every gym i go to, the number of people it states that is there is wrong and I've got the ultimate membership (but its not the biggest deal in the world as i go at night). The main issues are that every time I use my FitQuest Body Composition, it gives out the readings on screen and i press finish but it never shows up on my app. It hasn't done since 2019 and this is a MAJOR BUG SURELY. Also some PTs in some of my gyms are not friendly and approachable.
Sentiment summary
80%
Positive (4-5★)
7%
Neutral (3★)
12%
Negative (1-2★)