1 /5 Vaida Btk: My experience with this company has been disappointing from day one. I was overcharged at the start of my membership, the Baker Street gym often had no hot water, and when I raised this, a staff member told me it was “not their fault” because management had emailed members. Towels regularly had an unpleasant smell.
The issues became worse when I tried to cancel. From 27 October onward, I emailed several times requesting cancellation, yet my messages were ignored. When they eventually replied, the responsibility was shifted back onto me — first claiming I had emailed the “generic” address, then explaining that Chelsi could not respond because she was off. No one acknowledged the clear communication failures on their side.
I also reported that my app did not show the cancellation option. They were aware of this problem but did nothing to resolve it, leaving me unable to cancel through the required process. Despite that, I was still charged for an additional month, even though my login was inactive.
A simple cancellation request turned into 6 weeks of unanswered emails, conflicting explanations and misplaced blame. The lack of accountability and consistency, combined with earlier service issues, shows very poor customer care.I can’t say all Fitness First gyms are the same, but I would certainly avoid the Baker Street location at all costs.
