Review Insights · Google Play
Wellhub (Gympass)
Gympass · 165,472 ratings · ★ 3.9
3.9
★★★★★
165,472 ratings
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Top complaints - extracted from 71 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
"check"
14 negative reviews mention this · 20% of all complaints
★★★★★ "Unable to use app unless location and location accuracy are both switched on, even though I use the same gym location every time. This makes the check in process protracted, unintuitive and unnecessarily painful. p.s. your response is incor…" - Martin Baker
2
"wellhub"
11 negative reviews mention this · 15% of all complaints
★★★★★ "pela mor de Deus melhorem a interface com o tembici. toda hora tem que reativar o plano da wellhub, que inferno" - Rachel Bivar
3
"support"
9 negative reviews mention this · 13% of all complaints
★★★★★ "i joined it for a challenge with my employer. the app would never connect me to the employer at all. there is no support. no one in the company is ever told how to do this and dont know how to help. our upper management is ghosts. you cant …" - Jackie Blue
📋 All 71 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").
i joined it for a challenge with my employer. the app would never connect me to the employer at all. there is no support. no one in the company is ever told how to do this and dont know how to help. our upper management is ghosts. you cant reach anyone that knows how. so no telling how many employees couldnt join this challenge. my manager and i spent two days trying. deleted account. started over. you name it. there is no support on this at all.
They've removed the possibility to have a separate payment ways for family members.
the worst customer service I have ever experienced
do not subscribe! the most frustrating app and service I've everrr had the displeasure of experiencing. do not get trapped in. they only have ai responses and no one to help you if you have any issues that typically require a human to help with human-errors. you will get locked out and just pay premiums for this scam
Unable to use app unless location and location accuracy are both switched on, even though I use the same gym location every time. This makes the check in process protracted, unintuitive and unnecessarily painful. p.s. your response is incorrect if you always use the same gym - it makes the process longer and more awkward
pela mor de Deus melhorem a interface com o tembici. toda hora tem que reativar o plano da wellhub, que inferno
nothing in my region
just paid the money, got a receipt but haven't got gym access codes, what the hell is this.
Terrible experience with billing. I cancelled both memberships on my account weeks ago and received email confirmations from Wellhub showing the exact end dates of the subscriptions. Despite this, I was still charged again. What’s even worse is that I didn’t receive any billing confirmation email this time the only way I found out was because money was taken directly from my bank account. I’ve tried contacting support but the system says they are “outside working hours” even though it’s still
O app simplesmente não consegue detectar a minha localização, péssimo.
Não consigo trocar o método de pagamento de um familiar, so troca o de todo mundo, isso nao faz o menor sentido
O aplicativo é péssimo e limitado. Ele trava a busca num raio de 30km, mas não mostra academias reais a menos de 5km da minha casa nem permite ver as opções da cidade. O sistema de agendamento é horrível: para cancelar, você precisa acessar a página da aula exata no próprio dia. Não há histórico de check-ins superior a 30 dias e o limite mensal de visitas dos estabelecimentos é omitido no app. Além disso, o aplicativo apresenta constantes erros de conexão, mesmo com Wi-Fi e dados funcionando.
Worst experience regarding booking a check-in . impossible to cancel and it discourages me to choose this when planning my day using booking. At the end, wellhub is happy to receive the payment, the fitness studio happy also to receive the transaction, but the user lost the check-in, which is being paid by the company. I am not happy with this service. When I reached customer support I received a negative saying this couldn't be solved and that I have no other option than to wait for tomorrow.
prices have gone too high now. it's cheaper to get the local gym membership then have well hub
would not use if i did not have to, offered via work. why is it showing me options that are not even in my plan? I have the correct filter on, but getting too many options that are not even included. tried to get a solution via help center but it's just another moronic ai chat bot. and Worst UX design ever indeed.
Wellhub has officially gone down the enshittification route
Bad app and very limited offerings compared to others...
Ran into an infinite loading screen when trying to look up my company. It found my company but when I clicked on it, nothing but loading.
Não há opção de fazer checkin pelo smart watch e não da pra fazer checkin na academia que está 700m da minha casa. preciso levar o celular apenas pra fazer o checkin, péssima experiência.
not able to login in. showing alot of steps for im not a robot
No customer service support whatsoever and extremely poor app as it never allows me to check in.
Hello, I am an employee for a company who took on Wellhub. During initial meeting we all were told to use the highest paying option and switch once the free trial is over. I did as suggested and missed the period to switch to a plan I could take on financially. They did not refund me $338 and this is a scam/ploy to rob us without having any accountability. This did not only happen to me it happened to many people with NO refunds. I would suggest NEVER to use this app! They are scammers.
rubbish. can no longer access app and can't access account. Shocking
Busca não funciona. Se eu quiser buscar SOMENTE academias que estejam no plano GOLD por exemplo, o aplicativo não deixa. inclui as silver e inferiores junto no resultado.
Horrível, demora para realizar o check-in, o localizador é lento e não reconhece a localização nas primeiras 7x. É falho nos principais requisitos.
Pagamento separados não opcional, ou você paga todos os planos, de todos os dependentes, ou quem tem o "benefício" não pode assinar. Daí como não vou colocar todos os pagamentos em um cartão apenas, e estão tentando me obrigar, não vou assinar e pagar na academia, e pelamor, façam esse tipo de coisa opcional, UX básico '-'
I would give negative stars if i could. This is by far the worst app that i have ever used in my life. Logging in took a whole 2 hours of waiting. i can't log in to a gym further than 200m from my house because the app does not work with mobile data and the gym that i go to has no wifi for visitors. I genuenly hope this company gets sued.
Avoid this service. The Wellhub app is completely unreliable. Prices keep going up but the app barely works. It suddenly stopped accepting my password while I was standing at the gym reception like an idiot. Password reset never sends a code and support couldn’t fix it even with all my details. I cancelled after they took payment and they just closed the account and kept the money. Terrible service.
The worst app ever. I reserved my first private session. I attended and waited for 20 minutes. The trainer didn't show up. The support chat was only an AI. I asked the bot to connect me to a human agent, it said it's not working hours (even though it was already 9:30 AM). I filled out contact forms, my tickets got "automatically resolved" with some meaningless AI explanation. I'm opting out, not to use it ever again.
I signed up to the silver plan through work as it advertised a MMA gym that I pay £8 a session for accepted wellhub. upon arrival it turns out they have never heard of it or accept it to use the gym. this should be fine as I have my 14 day cooling off period to cancel. however it turns out there is no way to contact them and use the cancellation period. So I have had to file a dispute with my bank and replace the card they have on file. I will also be filing a full complaint with the FCA.
You HAVE to have location enabled. This morning spp did not work had to uninstall and reinstall. Not good when you're at the gym and time is short.
can't even login. the release of this app is very premature
- Nula flexibilidad en caso de que tu gimnasio se cambie a una suscripción más cara - Soporte inexistente en caso de contacto con ellos - Condiciones de permanencia surrealistas en comparación con un gimnasio común y/o franquicia - Feature de pausa de la suscripción insuficiente hecha para cobrarte en cuanto te olvides Aún pendiente de que me contesten..
have you guys vibe coded this app? basic check-in functionality doesn't work. edit: the tech team confirmed the issues were fixed. "The integration logs suggest that the partner system was going through intermittencies by the time this person attempted to check-in, which is why the check-in was stuck on pending. However the situation seems normalized as of now. Please instruct the user to give it another try and let us know if the problem persists." I went again, and it didn't work.
crash prevented me from going to gym and after speaking with the customer service they refused to give the gym owner credit for them giving me the class. I had to spend almost an hour chatting with AI to even get a ticket created and they still said they wouldn't help the gym owner
can't log in on mobile and the website says to download the app. no matter what email I put in it says it's invalid. how are we supposed to use this?
keeps going around in circles. im a paid up member yet I cant enter The Village Gym Bournemouth. so annoying, day 2 and getting nowhere. I can't even find a contact phone number ! .
No Watch 7 Support. I have to bring my mobile to the gym to check in.
used to be able to separate gyms and studios not sure why limiting time is just full hours it would be great if it is every 30 min the complexity to find something is super high and the scrolling available super low
Péssima experiência. O app trava, não reconhece a minha senha, não consigo criar nova conta, não é possível explorar as academias parceiras... Prefiro fazer matricula diretamente na academia do que passar raiva com o Wellhub.
atrocious interface, been running circles trying to get family members signed up, to no avail. the chat person failed to help.
Premium classes cancelled by the provider were not accounted for (the class is still marked as completed even if email confirmed the cancellation) and I was prevented from booking another premium class in the same week (sat for sun). I hope to increase the stars in the future but for now just money loss without gain unfortunately 😢
É um absurdo e descaso com a vontade do cliente, mudar um modelo que existe dizendo que é pra 'facilitar' a vida do cliente - sem perguntar sua opinião, e obrigar todos os membros da família a pagar com o mesmo cartão de crédito. Estou cancelando o plano e mudando pro concorrente.
cancellation needlessly hard. they make it super hard to cancel your subscription and spam you with like 10 pages asking you if you really like to cancel your subscription. hell yeah why else would I click cancel subscription? and then they arrange the buttons in a way that make you click on "keep subscription", this is bad behavior.
App doesn't let me login and there is no alternative through the website
no filters. can't select in-person vs online classes to search. useless
the worst app ever. freezes and won't let you navigate between screens. horrible experience.
Worthless app for family members as they are not provided subsidized pricing. Only company employees are. The gym my spouse wants to join is cheaper than the plan that includes it. So what's the point?
estou na frente da academia tentando logar e diz que algo deu errado! errado pra mim! 😡
Check-in simply is not appearing when it should
+ 21 more in the clipboard copy
Sentiment summary
71%
Positive (4-5★)
6%
Neutral (3★)
23%
Negative (1-2★)