Fitness First UK Avis 

Dear Ileria (Gym Management / Facility Supervisor),

I am writing to formally report an accident that occurred on April 5th, 2025, at approximately 2:00 PM, while I was using the gym facilities.

I slipped and fell on my bent left knee pretty hard, which already suffers from arthritis. The impact was severe, and the cause of the accident was the extremely slippery floor, which was covered in oil.

This appears to be an ongoing issue in the facility, as some users tend to exfoliate and apply oils without cleaning up afterwards, leaving the floor in a hazardous condition.

As a result of the fall:
• I injured my knee
• I hurt my finger
• I have bruises on my legs and knee
• I’m experiencing pain in my back
• I also began to feel dizzy shortly after the incident

While I am still able to walk, I am in clear discomfort and concerned about the after-effects of the fall.

I am reporting this incident to ensure that appropriate safety measures are taken to prevent similar accidents in the future.

Thank you for your attention to this matter.

Sincerely,
Ms. Celia Lopez

Really pleased with the facilities at Fitness first Wigan. The feel inside the gym is welcoming and everyone is helpful, and friendly.
It’s very well organised there’s a good amount of classes to choose from. Would definitely recommend.

Cathy was very kind and helpful with my request. She responded to emails promptly and successfully completed my request.

I have had to cancel for reasons outwith my control and Jennifer that I dealt with was very helpful and understanding.

Bathroom Always dirty, towels all over the floor and on the benches, lockes full of items and not locked.

This is a TRAAAAP!! Be CAREFUL don’t ever think to sign up? They have lock in strategies to force you to pay the service that you are not even using, they kciked me out from my membership portal to manage it and cancel and kept this subscription going on for months without reminder and asking for payment now suddenly

The general state of the Hammersmith gym (until this Feb) was poor - it started to look little better. Clientele is appalling (staring at others while exercising, swimming in there gym-kit, talking loudly in the sauna/steam rooms. Ever since Shepherd's Bush branch closure, the members presence increased over and above H&S standards - total overcrowding. Staff are disinterested to take comments on-board. Membership charging is a daytime/highway robbery - cancellations always truly difficult (app forces you to visit their WEBSITE in order to take the matter furhter.

I have been trying to cancel my membership now for about 2 months, I thought it was finally over once they took a fee of £195, looks like I am wrong! My account now says my next payment is due in June, what do you mean my next payment? I have cancelled it, they’ve taken £195, aren’t we done here?! The amount of stress and anxiety this place is causing me, I will be cancelling with a correct and official doctors note! Don’t waste your time if you value your own sanity, and money! The gym itself isn’t worth the money they scam you out of every month, let alone now the mental stress!! Join a better gym, with better equipment, more value for money and lets you cancel!
P.S if you’re reading this fitness first, CANCEL MY MEMBERSHIP, IVE PAID YOU ALREADY!!!

The state of the equipment has become unacceptable at the Basingstoke club.

I have already complained to the gym manager who could only admit that yes ALL the cable machines are so old that they are pretty poor . there is nothing that head office are willing to do. They will not dismantle and recalibrate them the only power he has is to use WD40 on them. That there is absolutely no chance of investment in the machines .

I am watching well trained men struggle to do cable cross overs with 3.4kg and as I female I have no hope of progressing through the weights.

I’ve was a pt for 10 years and even worked out of the Basingstoke club and after rejoining after 3 years away I have noticed the decline in kit.

It’s very disheartening to hear head office care so little that all the staff admit the kit is old and past it but there is no chance of investment in even one new cable machine.

I’m really disappointed I have now contracted myself to a year at this facility and will be looking to move as soon as i can.

I would like to speak to someone who isn’t from the Basingstoke club someone higher up who can actually do something or offer me some hope.

It’s a real shame. On the surface the gym looks great but the majority of the kit has to be at least 15 years old and much of it is taped up with electrical tape to keep it together

Terrible Experience at Fitness First London wapping center

I had an incredibly frustrating experience at Fitness First. First, the bar code for the day pass on the phone never loads, which is beyond inconvenient. Then, I was shocked to find out you need to bring your own padlock for the locker. We’re in the 21st century, yet they expect you to carry a padlock around? If you don’t have one, they’ll charge you a ridiculous £6 for it.

On top of that, you’re only allowed one towel, and the staff at reception were extremely blunt and unhelpful when I asked for an additional one. The lack of flexibility and customer service was disappointing.

The worst part? I purchased a day pass, paid for it, and when I arrived, the gym was closed! How is it even possible to sell a pass for a day when the facility isn’t open? I’ve been trying to get a refund ever since, but it’s been over two weeks, and the customer service has been appalling. A representative keeps telling me she’s chasing it with the finance team and will get back to me, but she never does.

Fitness First needs to seriously step up their game. Between the outdated policies, poor customer service, and lack of accountability, I wouldn’t recommend this gym to anyone.

Great staff who are extremely welcoming, friendly and helpful. Jacob has provided excellent assistance with use of the egym.

Very clean gym with a good vibe. Staff are polite and helpful.

Terrible customer experience - when the gym is closed they don't tell you and you can't contact them.

FitnessFirst-Balham

WOW❤️What a GYM!!!

I have been a member of this Gym for a while and it feels so good to see consistency in what you call a high-quality place.
On arrival, a member of the motivated staff welcomes you with a big smile.

Such a friendly, knowledgeable staff that altogether contribute to a positive and encouraging experience they all are helpful and approachable. For example, they invite you to attend a variety of classes and they demonstrate how to use the equipment on the gym floor.

This place is always clean and well-maintained with a variety of high-quality equipment for an effective workout.

I attend classes quite often and my favourite is the one directed by Norman. His technique, discipline and timing are unbelievable as well as the music choice.

Other members of staff like James and Nico work immensely hard in their classes to keep us all busy and happy.

I ❤️ this gym…congratulations NORMAN for keeping everything and everyone in place…this gym wouldn't be the same without your management skills!!!

Ana-Paula

“This gym is next-level awesome! The vibe is electric, the equipment is top-tier, and the staff is always on point. Whether you’re lifting heavy, crushing a class, or just getting your cardio in, this place has everything you need. Super clean, great energy, and an overall killer experience. 10/10 recommend!”

Do not respond to emails . increased membership by 12% whilst in a year where no air conditioning all summer , 5 treadmills not working and the sauna doesn't work.

Read response ...the issue is the significant increase...I did speak locally but they always say they will speak to head office, so I emailed head office and didn't get a response .

I froze my membership in November, yet they charged me for the entire month anyway. Same thing happened in January—I froze it, but they claimed I did it too late. However, I haven't set foot in the gym since November, so how does that make sense?

Now, after all this mess, they’re telling me I still owe two months' fees, and only then they MIGHT cancel my subscription. Absolutely unacceptable. Either their system is flawed or this is just a blatant scam to squeeze money out of members.

Dishonest, unprofessional, and a complete nightmare to deal with. Avoid them

Cathy, was really helpful and considerate. She was very prompt in returning my emails and dealing with my query. Excellent service.

Terrible, was a member at London Queen Victoria Street. A lot of the equipment is broken and the manager was extremely rude when i pointed this out.

Has to cancel my membership as a result

edit: contacted support and they assisted me in the end