Review Insights · App Store
Wellhub (Gympass)
GymPass · 8,181 ratings · ★ 4.3
4.3
★★★★★
8,181 ratings
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Top complaints - extracted from 77 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"
20 negative reviews mention this · 26% of all complaints
★★★★★ "Biggest scam of an app. Do not join.. Not only do they charge you a $25 fee for not “checking in” to a class (note: not for skipping it, just for failing to tap a button), they’ll charge you even if you actually attended. That $25 is roughly 25% of the monthly membership fee. …" - p_ferr
2
"service"
19 negative reviews mention this · 25% of all complaints
★★★★★ "Bad UX and Customer Service. The app needs a lot of improvements it’s hard to search for classes and they lack filters. I am constantly running into issues and it’s hard to get customer service to help, as always their automated chatbot is TERRIBLE. The process of …" - bonic890
3
"wellhub"
18 negative reviews mention this · 23% of all complaints
★★★★★ "SCAM COMPANY. TOTAL SCAM! read the reviews before you sign up for this fraudalent membership. they purposely try to scam you out of money and bait and switch. They offer low prices at first and then up the prices ridiculously after 1-2 months so you will…" - jen1264748893939
4
"gyms"
15 negative reviews mention this · 19% of all complaints
★★★★★ "Biggest scam of an app. Do not join.. Not only do they charge you a $25 fee for not “checking in” to a class (note: not for skipping it, just for failing to tap a button), they’ll charge you even if you actually attended. That $25 is roughly 25% of the monthly membership fee. …" - p_ferr
5
"company"
15 negative reviews mention this · 19% of all complaints
★★★★★ "SCAM COMPANY. TOTAL SCAM! read the reviews before you sign up for this fraudalent membership. they purposely try to scam you out of money and bait and switch. They offer low prices at first and then up the prices ridiculously after 1-2 months so you will…" - jen1264748893939
6
"customer"
15 negative reviews mention this · 19% of all complaints
★★★★★ "Bad UX and Customer Service. The app needs a lot of improvements it’s hard to search for classes and they lack filters. I am constantly running into issues and it’s hard to get customer service to help, as always their automated chatbot is TERRIBLE. The process of …" - bonic890
7
"class"
14 negative reviews mention this · 18% of all complaints
★★★★★ "Biggest scam of an app. Do not join.. Not only do they charge you a $25 fee for not “checking in” to a class (note: not for skipping it, just for failing to tap a button), they’ll charge you even if you actually attended. That $25 is roughly 25% of the monthly membership fee. …" - p_ferr
8
"classes"
14 negative reviews mention this · 18% of all complaints
★★★★★ "Glitchy app & nonstop push notifications. The app is very glitchy and sometimes doesn’t mark my check-in’s to class, opens to old pages in the app, or takes forever to load. The worst part is they send me several push notifications per day about their stupid challenges and points t…" - Triana__
9
"support"
13 negative reviews mention this · 17% of all complaints
★★★★★ "Biggest scam of an app. Do not join.. Not only do they charge you a $25 fee for not “checking in” to a class (note: not for skipping it, just for failing to tap a button), they’ll charge you even if you actually attended. That $25 is roughly 25% of the monthly membership fee. …" - p_ferr
10
"doesn"
13 negative reviews mention this · 17% of all complaints
★★★★★ "sucks. this app sucks. doesn't work properly" - Huh123432!
11
"membership"
12 negative reviews mention this · 16% of all complaints
★★★★★ "Biggest scam of an app. Do not join.. Not only do they charge you a $25 fee for not “checking in” to a class (note: not for skipping it, just for failing to tap a button), they’ll charge you even if you actually attended. That $25 is roughly 25% of the monthly membership fee. …" - p_ferr
12
"been"
12 negative reviews mention this · 16% of all complaints
★★★★★ "Login Broken. The login process has been broken since the last update." - Keith701a
📋 All 77 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").
Biggest scam of an app. Do not join.
Not only do they charge you a $25 fee for not “checking in” to a class (note: not for skipping it, just for failing to tap a button), they’ll charge you even if you actually attended. That $25 is roughly 25% of the monthly membership fee.
I recently tried to put my account on hold because I had surgery. The app confirmed the hold was active. When I reached out to support, they told me they had no record of it. And even though they could see that I check into gyms almost every day, and that I had zero check-ins during the exact period I requested the hold, they still declined my refund.
If you want to be quietly cheated out of your money every month, join this app. The only reason I’m still on it is that my employer forces me to use it.
I recently tried to put my account on hold because I had surgery. The app confirmed the hold was active. When I reached out to support, they told me they had no record of it. And even though they could see that I check into gyms almost every day, and that I had zero check-ins during the exact period I requested the hold, they still declined my refund.
If you want to be quietly cheated out of your money every month, join this app. The only reason I’m still on it is that my employer forces me to use it.
SCAM COMPANY
TOTAL SCAM! read the reviews before you sign up for this fraudalent membership. they purposely try to scam you out of money and bait and switch. They offer low prices at first and then up the prices ridiculously after 1-2 months so you will lose money. I signed up at 240 a month and left my grandfathered lifetime rate at 250 a month because they offered me 240 a month and said that they will not raise rates for 12 months. after 1 MONTH they upped the fees to 290 a month now i am paying 40 dollars more than if I had kept my grandfathered rate without wellhub. can't go back because wellhub makes you "give up" your actual gym membership. They know that you cant just go back to old rates at your gym and do this on purpose! this company is a TOTAL SCAM. I wish I had read these terrible recent reviews before joining.
sucks
this app sucks. doesn't work properly
Glitchy app & nonstop push notifications
The app is very glitchy and sometimes doesn’t mark my check-in’s to class, opens to old pages in the app, or takes forever to load. The worst part is they send me several push notifications per day about their stupid challenges and points that users don’t care about. There’s no way to customize the push notifications, so it if I turn them off I also won’t get notified with reminders about classes I booked. Super basic settings for notification preferences that are standard with apps these days. The app also makes it very challenging to navigate to your favorite studios. Seems their product and marketing team doesn’t care about user experience.
Login Broken
The login process has been broken since the last update.
Could be awesome
1. Please stop sending tons of “Good Job Kiddo” cards . I am running the code to check in and I have to wait cards to be done to scan the QR code at Crunch fitness .
2. Let us report locations no longer active or locations who has no idea what Welhub is . I called your support desk to get an inactive location delisted and you don’t even have a process for it . They have a BSOD
2. Let us report locations no longer active or locations who has no idea what Welhub is . I called your support desk to get an inactive location delisted and you don’t even have a process for it . They have a BSOD
Fraud
Found this app on my find, no idea how it got there. Only reason I found it was I found unknown transactions on my credit card. Deleted this app, reported as fraud.
This company only exists to provide HR benefit managers the illusion of providing useful product to their employees. It is useless fluff.
If/when you leave your employer they will start charging you subscription fees without notice. Unless you actually use this to visit a gym, do not engage with this company.
This company only exists to provide HR benefit managers the illusion of providing useful product to their employees. It is useless fluff.
If/when you leave your employer they will start charging you subscription fees without notice. Unless you actually use this to visit a gym, do not engage with this company.
Bad UX and Customer Service
The app needs a lot of improvements it’s hard to search for classes and they lack filters.
I am constantly running into issues and it’s hard to get customer service to help, as always their automated chatbot is TERRIBLE.
The process of checking in on the app before class is the worse, we should just be able to just check in with the studio. If you don’t check in on both you get fined, even if you did go to the class which is RIDICULOUS. To show customer service you actually went to class it’s like sending your life’s paperwork. if ClassPass figured out a smooth process they should too. It would improve the customer experience so much.
TBH it’s very expensive and for how much I pay I don’t believe they offer enough premium classes for certain tiers of memberships. I think all tiers should be allowed to book any premium studio they have since we are already so limited. Also, doesn’t seem like they are actively working to find new studios to join the platform. Or if they do they are putting them in the higher tiers that are unaffordable.
I am constantly running into issues and it’s hard to get customer service to help, as always their automated chatbot is TERRIBLE.
The process of checking in on the app before class is the worse, we should just be able to just check in with the studio. If you don’t check in on both you get fined, even if you did go to the class which is RIDICULOUS. To show customer service you actually went to class it’s like sending your life’s paperwork. if ClassPass figured out a smooth process they should too. It would improve the customer experience so much.
TBH it’s very expensive and for how much I pay I don’t believe they offer enough premium classes for certain tiers of memberships. I think all tiers should be allowed to book any premium studio they have since we are already so limited. Also, doesn’t seem like they are actively working to find new studios to join the platform. Or if they do they are putting them in the higher tiers that are unaffordable.
App used to work but keeps crashing on latest version
Pretty much makes the membership useless because you can’t check in using the website
Latest update is crashing
Otherwise the app just has too many clicks to check in and show bard code
Worst user experience
This app is impossible to use. You have to have an account before you can even see what’s available and figuring out what is available where and when is next to impossible. Do not recommend.
Studio to Corporate Wellness: Beware.
As a studio owner in San Francisco I can honestly say this is the absolute worst business we have done business with.
I highly recommend not utilizing this company and recommend you exit immediately. Your employees deserve better than this and the gyms, studios and boutique offering deserve better too.
I highly recommend not utilizing this company and recommend you exit immediately. Your employees deserve better than this and the gyms, studios and boutique offering deserve better too.
FIX THE AUTO-LOGOUT
You’ve got to address this issue. I don’t want to put in my email and password every time I want to check in. PLEASE add biometric login or STAY logged in. STOP LOGGING ME OUT
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.
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
+ 27 more in the clipboard copy
Sentiment summary
82%
Positive (4-5★)
3%
Neutral (3★)
15%
Negative (1-2★)