Review Insights · Google Play
The Gym Group
The Gym Limited · 36,022 ratings · ★ 4.3
4.3
★★★★★
36,022 ratings
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Top complaints - extracted from 31 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"
8 negative reviews mention this · 26% of all complaints
★★★★★ "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" - Rob Elliott
2
"work"
5 negative reviews mention this · 16% of all complaints
★★★★★ "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." - Gurdip Virdee
3
"doesn"
5 negative reviews mention this · 16% of all complaints
★★★★★ "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" - Beryl A
4
"been"
4 negative reviews mention this · 13% of all complaints
★★★★★ "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." - Gurdip Virdee
5
"ultimate"
4 negative reviews mention this · 13% of all complaints
★★★★★ "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" - Rob Elliott
6
"people"
4 negative reviews mention this · 13% of all complaints
★★★★★ "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" - Beryl A
7
"email"
4 negative reviews mention this · 13% of all complaints
★★★★★ "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." - Shani Twin
8
"other"
4 negative reviews mention this · 13% of all complaints
★★★★★ "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." - Shani Twin
9
"support"
4 negative reviews mention this · 13% of all complaints
★★★★★ "do not go to this gym the app is so bad that it can bug out and take ages to figure it out after taking you Money out like a scam it tries to take money out everytime and is a bad gym in general terrible support and barely any support" - Vincent Hassell
📋 All 31 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").
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.
The app is predatory in marketing your personal date. It gatekeeps your personalised QR code that allows you access to the gym property behind a request to share my personal information with a third party, making the app and my membership by extension useless. Avoid.
do not go to this gym the app is so bad that it can bug out and take ages to figure it out after taking you Money out like a scam it tries to take money out everytime and is a bad gym in general terrible support and barely any support
i took a break from the gym for an injury, 5 months later i sign back up and get told i must do an induction for some reason, anyway i requested multiple induction but never got an email that it was set, i did this multiple times and still nothing, i then asked for help on there website and they said to just make sure my email was right, thats it, i checked over and over again and everything was perfectly fine, i wont be going back, basically got robbed of 16 pounds -_-
bath city gym ... dirty, stinks as soon as you walk in down stairs, dusty weights, broken cables on some equipments, some broken ropes, quiet messy with weights left in the middle of the floor, tissue & bottles left on machines, dirty toilets and floors definitely not maintined as it should be, it's getting that bad I'm changing my membership to pure gym.
Edit 26/02/2026 I've been advised to 'open a ticket' on the support system. All that happens is that you get an email with some obvious hints. I stand by 1 star as 0 stars isn't an option. The app won't allow you to access multiple gyms, as advertised in the contract. The listed support email, on Google Play, does not work. It "only accepts messages from people in its organization or on its allowed senders list, and your email address isn't on the list." No other support seems possible.
the pin and the qr code scanner doesn't work after paying
scam, makes me pay nearly 60 pounds for a membership that doesn't even work
what's wrong with this app? I make cancel membership 4 days ago and my money eat again. fix it please and return money for off-peak subscription.
not allowed yanga sports water because I paid for years subscription
bad update - the bottom of the screen is now flickering after updating the app
I submitted a customer support query through the app. within seconds I received an automated email saying my query is closed and providing links that don't actually answer the query and with no information on who to contact for help. Terrible customer support.
ultimate plan guest pass functionality doesn't work despite fresh install; no response from customer support.
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.
Overall the app is good, but there's one crucial thing is broken. On the section that shows the date and duration at the gym, you can't see the duration part! The app doesn't allow you to turn it landscape; or pinch in or out either to be able to see missing text, so it's clearly a fault. I like to see this rather than have to note roughly how long I've been training for. Please fix and then my rating would go up.
lack of hygiene facilities, disinfectant and blue tissue to wipe down equipment after some rather smelly and sweaty members have used it before you
I think this app needs updating, unable to scan the barcode to enter the Gym. I've been to the Gym 14/02/26. and 15/02/26 yet it still shows I've got 1 more day to complete. 24/02/26 I've been trying to check my weight etc... tap my pin on scale screen, it's now giving me error I kept trying for 15 mins I gave up.
PIN TOO LONG TO REMEMBER/TYPE IN..MAKE IT 4 DIGITS. RECORD WORKOUT, USE TO BE ABLE TO TAKE IMAGE, ADD CALORIES BURNED?
Sentiment summary
82%
Positive (4-5★)
7%
Neutral (3★)
12%
Negative (1-2★)