Review Insights · App Store
Wellhub (Gympass)
GymPass · 8,097 ratings · ★ 4.3
4.3
★★★★★
8,097 ratings
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Top complaints - extracted from 75 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
"wellhub"
21 negative reviews mention this · 28% of all complaints
★★★★★ "Constant Log Ins. I’ve been using Wellhub/Gympass for years and have enjoyed the service. However, a recent update has disabled the auto sign-in function and I now have to manually enter my username and password each time, which is frustrating" - Manticorps
2
"service"
19 negative reviews mention this · 25% of all complaints
★★★★★ "PLEASE FIX THE APP. The service is great; the app is awful. It is always logging me out and glitching, we pay too much for a faulty software. If the app stopped glitching and kicking me out I’d give a 5/5" - Maya Caringi
3
"check"
19 negative reviews mention this · 25% of all complaints
★★★★★ "Issues with latest update. This week the app keeps logging you out instead of keeping you logged in and every time I go to check-in I have to login now it’s really hard to do this when you’re trying to check into your class quickly. It really needs to be fixed so it …" - Anie000@&
4
"customer"
17 negative reviews mention this · 23% of all complaints
★★★★★ "This APP IS SCAM!!!. THIS APP IS A SCAM!!! Don’t use them!! If you don’t believe me try to contact customer service… you’ll get an AI chat bot that will make you go in circles.. and then they say they’ll “escalate this and never reply”" - APROWLER4389488
5
"class"
15 negative reviews mention this · 20% of all complaints
★★★★★ "Issues with latest update. This week the app keeps logging you out instead of keeping you logged in and every time I go to check-in I have to login now it’s really hard to do this when you’re trying to check into your class quickly. It really needs to be fixed so it …" - Anie000@&
6
"gyms"
15 negative reviews mention this · 20% of all complaints
★★★★★ "Gyms Don't Accept It. Was really excited that my company started offering this benefit and ended up upgrading my membership to a yearly plan but it ended up being a bust. 90% of the gyms don't accept it and the gyms listed within WellHub are out of date. On mult…" - SneakyShadow
7
"classes"
15 negative reviews mention this · 20% of all complaints
★★★★★ "App needs work. I love the service, but the app should (i) be able to sort by 30 minute increments for classes, and (ii) there needs to be a map showing the classes around you, and (iii) you absolutely should be able to search classes by customized distanc…" - Pedro2Colinas
8
"doesn"
15 negative reviews mention this · 20% of all complaints
★★★★★ "App not working. So tired of the app not working and not letting me check in or show me the gyms near me even though I’m close to them. I would hate to cancel our family plan because the app decides it doesn’t want to work at the moment it’s needed. Please …" - Tiniii25
9
"month"
12 negative reviews mention this · 16% of all complaints
★★★★★ "Misleading pricing. Advertises pricing at $1, it turns out they’ve cleverly only done it for the first month. Cheeky. They’ve responded to this, not addressing the blatant attempt at gaslighting." - gjrnsifnrnmsnvdn
10
"company"
12 negative reviews mention this · 16% of all complaints
★★★★★ "Gyms Don't Accept It. Was really excited that my company started offering this benefit and ended up upgrading my membership to a yearly plan but it ended up being a bust. 90% of the gyms don't accept it and the gyms listed within WellHub are out of date. On mult…" - SneakyShadow
11
"support"
12 negative reviews mention this · 16% of all complaints
★★★★★ "Predatory, worthless.. Got this service through previous employment, always has been worthless. Wouldn’t support adding my local gym. Wouldn’t support covering Tonal. Then when I changed jobs, they started charging my credit card without my permission or knowledg…" - cjmeisch7309
12
"work"
11 negative reviews mention this · 15% of all complaints
★★★★★ "App needs work. I love the service, but the app should (i) be able to sort by 30 minute increments for classes, and (ii) there needs to be a map showing the classes around you, and (iii) you absolutely should be able to search classes by customized distanc…" - Pedro2Colinas
📋 All 75 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").
Misleading pricing
Advertises pricing at $1, it turns out they’ve cleverly only done it for the first month. Cheeky.
They’ve responded to this, not addressing the blatant attempt at gaslighting.
They’ve responded to this, not addressing the blatant attempt at gaslighting.
PLEASE FIX THE APP
The service is great; the app is awful. It is always logging me out and glitching, we pay too much for a faulty software. If the app stopped glitching and kicking me out I’d give a 5/5
App will not remain logged in
A few weeks ago the app began logging off every time I so much as switch to use another app. It makes an already clunky experience intolerable.
Gyms Don't Accept It
Was really excited that my company started offering this benefit and ended up upgrading my membership to a yearly plan but it ended up being a bust. 90% of the gyms don't accept it and the gyms listed within WellHub are out of date. On multiple occasions I've gone to try out another gym just for them to say that we stopped accepting WellHub months ago and WellHub hasi removed us from their platform.
Poor app
If you miss a single check in, it wipes your entire booking schedule for a month, even if you attended and just forgot a check in, and checked in with the studio. Absolutely ridiculous they cannot connect the two. Wouldn’t use this at all if my company didn’t subsidize
Scam
Wellhub keeps changing which gym belong to which tier and tries to get u to pay more every 2 months once you form a routine.
This APP IS SCAM!!!
THIS APP IS A SCAM!!! Don’t use them!! If you don’t believe me try to contact customer service… you’ll get an AI chat bot that will make you go in circles.. and then they say they’ll “escalate this and never reply”
App not working
So tired of the app not working and not letting me check in or show me the gyms near me even though I’m close to them. I would hate to cancel our family plan because the app decides it doesn’t want to work at the moment it’s needed. Please fix this issue asap.
Got scammed by
I signed up to one of their more expensive plans so I could train at a specific BJJ gym near me, find out the gym doesn’t accept gympass(wellhub) anymore, they have a policy that if you got the membership within a week and didnt use it yet, you could cancel and get a refund, then when I contacted them, they said that refund policy is only for brand new wellhub members who never used gympass. So wasted 170$ on a garbage service full of lying scammers. Find another app to meet your fitness and health goals since wellhub clearly only wants to sap your money.
Deceitful practices - avoid
Missed a class, you’re locked out of that studio for a month. Took a class and didn’t update the app that you were there within minutes- you’re penalized. Contact customer service to discuss these, prepare yourself for long wait times and BS solutions and not actually resolving your issues.
Trial applied to free tier
I signed up for a free tier, through my work, and the free trial was applied. When I finally became ready to test out the $100/month tier, it said that my free trial was already used, on the free tier. Now I’m hesitant to try the paid tier since my plan gives me annual options
Ineffective customer service
I booked a class via the Wellhub app, check in never opened and the class was never held. Spoke with two different custom service agents and they told me it’s impossible to reset the check in used by that class that never happened. And as someone with one check in a day that means no gym for me. You would think an app for gym memberships could fix issues with checkins but it’s seemingly impossible
Do not recommend
Would not recommend. Extremely putative fees for no-shows and the Company will not do anything when they is a technical failure to check in. They continuously increase their membership fees and move certain providers to a higher/more expensive plan. Also wellness options are nothing compared to other competitors.
Predatory, worthless.
Got this service through previous employment, always has been worthless. Wouldn’t support adding my local gym. Wouldn’t support covering Tonal. Then when I changed jobs, they started charging my credit card without my permission or knowledge. 0/10, avoid at all costs.
doesn’t integrate well day to day
what’s the point of favoriting studios if there’s no way to look at your favorites? also the sorting of classes when trying to book is not logical.
Not ok
Bad company, bad policies. Overall experience is not good. Looking to switch to something else.
Problem with Checking in
Checking my access program because I didn’t put a QR code the date there is no update to be after that have not updated to and I have only this usage for over about a year and a half this needs to be fixed
Not a good company
I question the ethical aspect of this firm based on the product design. Sadly I’ve been using it for almost two years. Customer service is the worse I’ve ever encountered across industry.
The fact that wellhub and local gyms system can’t talk to each other and figure out whether users showed up to a class is ridiculous and unreasonable. This is the only app I have that I feel that I need to take a screenshot of my check in record every single time when I use it, just for record keeping purposes because later I might need to reference it as proof. The check in also has an arbitrary radius. If im heading out from my home to gym, it’s too far to check in. But then second I get to the gym, I check in with gym front desk and forget to do it on my phone, then I’m treated as a no show.
So the reality is I pay $150 a month, went to one class that I registered and forgot to check in on my phone despite that I checked in with the gym. Now I’m banned for the month unless I pay more. It is not the type of product design that keeps customers experience in mind. It feels like a trap set up to “get people”.
I’d rather pay more per class now than to keep supporting an app that feels scammy
The fact that wellhub and local gyms system can’t talk to each other and figure out whether users showed up to a class is ridiculous and unreasonable. This is the only app I have that I feel that I need to take a screenshot of my check in record every single time when I use it, just for record keeping purposes because later I might need to reference it as proof. The check in also has an arbitrary radius. If im heading out from my home to gym, it’s too far to check in. But then second I get to the gym, I check in with gym front desk and forget to do it on my phone, then I’m treated as a no show.
So the reality is I pay $150 a month, went to one class that I registered and forgot to check in on my phone despite that I checked in with the gym. Now I’m banned for the month unless I pay more. It is not the type of product design that keeps customers experience in mind. It feels like a trap set up to “get people”.
I’d rather pay more per class now than to keep supporting an app that feels scammy
Not user friendly
It’s literally a 5-step process to get the app to show you what guns are nearby. The app defaults to a 25-mile search radius and there is no way to narrow it down to a smaller radius (confirmed by chatting with their support).
Good idea, but very poor execution.
Good idea, but very poor execution.
Paying more…for a worse experience and less options
Not only have there been price increases but also less options and less variety of studios to book from in my neighborhood now. And suddenly there are classes that were once standard that have moved to premium as well. Also unfair to charge $25 for missing one class - people get sick unexpectedly or have emergencies. I’m considering other options now like Classpass because this is ridiculous.
Edit: Why do I have to take my own time to reach out to Wellhub’s customer service team to be likely given a poor or generic list of random partners? Especially when paying already so much for a service? It doesn’t seem right that with Wellhub trying to “expand” their network of partners to justify the price hikes…There isn’t even an easy way in the app to discover and see a list of which new studios have been added. This is just all continuing to adding a poor image of the company. Beyond frustrating. Such bad customer and user experience it seems intentional.
Edit: Why do I have to take my own time to reach out to Wellhub’s customer service team to be likely given a poor or generic list of random partners? Especially when paying already so much for a service? It doesn’t seem right that with Wellhub trying to “expand” their network of partners to justify the price hikes…There isn’t even an easy way in the app to discover and see a list of which new studios have been added. This is just all continuing to adding a poor image of the company. Beyond frustrating. Such bad customer and user experience it seems intentional.
Not functional
Update: are you kidding with taking away the bar code scan??? Now every time I want to go to my gym I have to hold everyone up and stand at the counter to read off a 12 digit code. Come on!
Genuinely one of the least functional apps I’ve ever had to use. It’s been broken for over a month, with no outreach from the app about fixes, and no way to contact them for help. If I didn’t have to use this app, I wouldn’t.
And now they’re raising their prices! It’s almost not worth it
Genuinely one of the least functional apps I’ve ever had to use. It’s been broken for over a month, with no outreach from the app about fixes, and no way to contact them for help. If I didn’t have to use this app, I wouldn’t.
And now they’re raising their prices! It’s almost not worth it
Aclaración
Mi tarjeta cambió pero el
Pago me lo sigue haciendo y no puedo hacer chek-in porque dice que el pago está pendiente cuando me siguen cobrando. Me gustaría mucho que me ayudaran por favor
Pago me lo sigue haciendo y no puedo hacer chek-in porque dice que el pago está pendiente cuando me siguen cobrando. Me gustaría mucho que me ayudaran por favor
Bad support for family members
Doesn’t really work unless your family member has a smart phone (no children)
Cannot book class
I tried to book a yoga class with yoga health center, but it fails all the time even if the app show availability of more than 10. The wellhub representative says there might be some restrictions on the gym side and they can do nothing about it. This gym requires titanium and I paid a lot for that. It’s false advertisement that they list gyms as available to wellhub users but prevent you from booking.
hard to cancel and unwanted charges
Avoid this app. They will lock you in their subscription and make it hard to cancel. They will continue to charge you without your knowledge hiding behind some fine print in their T&C. ClassPass is much better and more honest.
System
System does not always allow you to book classes that are included in your plan and will tell you they are declined.
Bring back barcode scanning
This is really stupid
Not recommended
App is complicated and they charge extra for no reason
Terrible customer service, terrible company.
I pay hundreds of dollars a month for Wellhub, and I have never experienced customer service this bad. Their cancellation policy is absurdly punitive toward customers. You’re essentially not allowed to cancel even ONE class a month without being threatened with losing your ability to book classes for the entire month.
Because of this, I was forced to drive out during a snowstorm, sitting in 45 minutes of traffic just to go 3 miles, because canceling wasn’t an option. I finally arrive at the studio… and the instructor never shows up. The building is locked. No class and no explanation.
And somehow, according to Wellhub, this is my fault. They refused to let me take another class that day, despite the fact that I showed up on time in dangerous weather and the class literally did not happen. So if a customer cancels, you’re punished. If an instructor cancels (or doesn’t bother showing up at all), the customer is just out of luck.
Wellhub holds cancellations over customers’ heads but takes zero accountability when studios or instructors fail to deliver. For a company charging this much, the lack of fairness and basic customer care is shocking.
I do not recommend signing up for this service unless you enjoy paying a premium to be treated like you don’t matter.
Because of this, I was forced to drive out during a snowstorm, sitting in 45 minutes of traffic just to go 3 miles, because canceling wasn’t an option. I finally arrive at the studio… and the instructor never shows up. The building is locked. No class and no explanation.
And somehow, according to Wellhub, this is my fault. They refused to let me take another class that day, despite the fact that I showed up on time in dangerous weather and the class literally did not happen. So if a customer cancels, you’re punished. If an instructor cancels (or doesn’t bother showing up at all), the customer is just out of luck.
Wellhub holds cancellations over customers’ heads but takes zero accountability when studios or instructors fail to deliver. For a company charging this much, the lack of fairness and basic customer care is shocking.
I do not recommend signing up for this service unless you enjoy paying a premium to be treated like you don’t matter.
Frustrating Experience
I expected a seamless way to book classes and access partner gyms, but Wellhub has been the opposite. The app shows partners and prompts scheduling, yet there’s no working scheduling link available. I contacted customer support and after four days the issue still isn’t resolved.
Even worse, some gyms listed in the network have told me they’re not affiliated and have never heard of Wellhub. Support did not correct the listings or provide a solution. Overall, it’s been a frustrating experience and not worth paying for in its current state.
Even worse, some gyms listed in the network have told me they’re not affiliated and have never heard of Wellhub. Support did not correct the listings or provide a solution. Overall, it’s been a frustrating experience and not worth paying for in its current state.
Beware of Faulty Check In
When the app is faulty and you check in but the app doesn’t register for whatever reason, Wellhub places the burden on the consumer and requires you to prove that you were there and it was due to app error; as if you would feel the need to make such documentation when you don’t know there’s an error until it’s too late and you can no longer obtain any evidence that you were present. Then you cannot attend class for a month and try to act like you have some remedy through their “Help Center”
Beware before spending your money.
Beware before spending your money.
Glitches will cause you to lose check ins
I live near several studios and have accidentally checked in when trying to register for classes later in the day. They cannot reverse check ins. Also, it’s impossible to contact customer support. Great concept but terrible execution
Price increases
When does the price increase stop?
App won’t open
I am trying to see the benefits of this app because it’s offered through my employer but the app won’t open up
Complete scam
Has kept billing me after I quit my job and lost access and they have NO way to contact customer support. This service is a total scam. Have had to escalate to my credit card company. Watch out
Totally a garbage app
Cant login, cant optout, and charges me money. Totally a scam
Terrible
My work just got this and I have no idea how to use the app. Nothing is explained, it doesn’t find my local gyms, some things seem to be on the web site some on the app. It’s really terrible.
Scam
It’s a scam. None of the gym near me on this list accept this. They all say they have been trying to get off the list because they don’t actually get reimbursed
Unexpected logged off and hard to login again
You know how I feel before entering gym but found Wellhub app logged off from my personal phone? Cannot recover password by text messages, only through company email!
Location Data Sold and Mandatory
I can’t simply say that I live in a certain city to enable check-ins there, I HAVE to turn on location sharing from my device. Then their privacy policy says that data can be sold to any third-party. I suppose the money from the companies buying this benefit isn’t enough, they need to infringe on our privacy rights as well. What a shame.
Double Check In
The app requires a check in via the app (you must turn on location to show you are nearby the class/gym) and often the class checks you in as well. I sometimes forget to do the app check in and the service charges you $25 to “reinstate” your wellhub membership and cancels bookings. I think the app should know your location (it’s already doing this via settings!) and check you in automatically. Very frustrating to have to pay $25 when I simply forget the double-check in routine once at the gym AND again on the app.
Password Issues
Can’t reset password, customer service/support has not responded to anything, and the AI chat bot isn’t making it any better. This should be a basic function to do, I don’t know why or how they made it so difficult to do.
Money Scamming Machine
I explicitly paused my subscription and they charged me and refused to correct upon my request. Now I have to send my bank against them. So bad.
Not user friendly
(EDITED, somehow it’s
worse) The all drives me crazy as it’s unnecessarily hard to use. The location radius is stuck on 19 miles (I live in NYC, there is no reason for it to be this large and I don’t want to go to classes that would be 1+ hr commute). I wish there was a map option so I could easily see where a gym is located. When looking for classes I wish I could filter by distance away from me.
I accidentally clicked check in when trying to browse classes, then I was locked out of booking for the day. So wasted a day of my hard earned money on a millisecond of a mistake. Customer service was NO HELP and belligerent.
These seem like easy fixes to me, so why hasn’t Wellhub made these?
worse) The all drives me crazy as it’s unnecessarily hard to use. The location radius is stuck on 19 miles (I live in NYC, there is no reason for it to be this large and I don’t want to go to classes that would be 1+ hr commute). I wish there was a map option so I could easily see where a gym is located. When looking for classes I wish I could filter by distance away from me.
I accidentally clicked check in when trying to browse classes, then I was locked out of booking for the day. So wasted a day of my hard earned money on a millisecond of a mistake. Customer service was NO HELP and belligerent.
These seem like easy fixes to me, so why hasn’t Wellhub made these?
Can’t book classes at my gym
I can’t book classes at gyms that are included in my plan even though I can use other apps to book classes.
Not good
It was a good product before when it was Gympass, but now they have taken away all regular gyms from the base tier, completely useless without paying a lot a month extra for higher tiers that actually include normal gyms.
Useless
This company is terrible. No customer support. Constant problems with accessing gyms, keep cancelling membership without notification. You can’t call anyone to address issues, have to wait for them to email you. Price has gone up astronomically. Have to wait for access after resolving cancellation problems they caused. Avoid.
Impossible to cancel
Please try canceling this plan and see how ridiculous they made it to actually cancel. Really pathetic to not just honor your customer’s wishes.
Misleading
Very confusing and misleading membership options.
Terrible check in experience
You have to pay 25 dollars if you miss the check in on the app. The app sometimes crashes or the internet is not great makes the check in experience frustrating. Should have location based check in enabled instead. Require user to double checking in on the app and with the class vendors are not the best experience.
+ 25 more in the clipboard copy
Sentiment summary
82%
Positive (4-5★)
3%
Neutral (3★)
15%
Negative (1-2★)