1 /5 Juan Jose Fidalgo Moran: Very poor service. A water tap — along with other facilities and machines — had been broken for at least six weeks (probably longer, but I stopped going). No one bothered to repair anything, and staff clearly didn’t care.
On top of that, I froze my membership a full week before my billing date, yet they still charged me. When I complained, they simply claimed I “probably didn’t freeze it,” instead of checking or taking responsibility.
Avoid this gym. There are far better options out there — ones that aren’t this careless or money-hungry.
RESPONSE TO @The Gym Group Redhill (owner): I did already look for further support, and the response has been that my request to freeze my membership was sent too late (do you need more than 1 week to manage something so simple?. Interesting), so, you just replied that you collected the direct debit correctly and there is nothing else you can do, a part from ignoring customer requests.
It amazes me how some companies, including yours, go out of their way to lose customers. Instead of taking a customer-centric approach, such as refunding the last direct debit after a freeze request and manually applying the requested one-month freeze, you chose not to refund the month I asked to freeze.
A customer focused company would have resolved this quickly, kept the customer happy, and ensured the membership resumed the following month. Instead, your approach feels driven purely by very short-term revenue, and as a result you’ve lost my business permanently. You also gain negative reviews that discourage potential customers from joining.
The very obvious poor maintenance of the gym, facilities and machines is not something random, its just another consequence of your terrible money-hungry mindset.
