My experience with this service has been frustrating since the start. I was overcharged at the beginning of my membership, the local gym frequently lacked hot water, and when I brought this up, a staff member mentioned it was “not their fault” because management had informed members via email. Towels often had an unpleasant odor. The situation worsened when I attempted to cancel. Starting from 27 October, I sent multiple emails requesting cancellation, but my messages went unanswered. When they finally responded, they shifted the blame back to me — first stating I had emailed the “generic” address, then explaining that a representative could not respond due to being unavailable. There was no acknowledgment of the clear communication issues on their part. I also mentioned that my app did not display the cancellation option. They were aware of this issue but took no action to fix it, leaving me unable to cancel through the necessary process. Despite this, I was still charged for an extra month, even though my account was inactive. What should have been a straightforward cancellation request turned into 6 weeks of ignored emails, conflicting explanations, and misplaced blame. The lack of accountability and consistency, along with previous service problems, reflects very poor customer care. While I can't speak for all locations, I would definitely recommend avoiding this particular gym.
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Fitness First created the gym industry in the UK in the 1990s and fast became a leader in the market because of its unshakeable passion for fitness. With 39 clubs across the country, the Fitness First team are experts in everything health and wellbeing, supported by four key best in class brand pillars: Classes, Equipment, Personal Trainers and Customised Workouts. Fitness First is committed to a bright future of making our members stronger in life, one training session at a time. See more
