Wellhub (Gympass)

I love the concept of gympass since my employer offers this at a discounted rate. I travel a lot for work so it gives me access to tons of gyms. However, the app is super clunky, and customer service is slow and unresponsive. The biggest thing that will inevitably make me cancel my membership is the inaccuracy of data on the gyms, and more so - gyms not honoring what is described in the app. For instance, I showed up to do a workout, and the location was wrong. I ended up looking up the gym on google to find they were at a totally different location. Another instance was I showed up to do a workout at a gym, and the owner of the gym had no idea what gympass was and wouldn’t honor it. Another case where a gym didn’t honor it - at anytime fitness, the app says you will receive a key fob for access after your first visit. I get to the gym, and they said - no way that’s not happening, and you can only come in during office hours which is 11-5...so pretty much pointless bc who with a normal job actually works out then? On top of all this - there’s no great way to get in contact with support. I’ve called their support number - no answer. I email the support address, and still haven’t received a response 2 days ago. Probably going to cancel this until things get better.

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I love Gympass the service. I get a discount through my job and I love the variety of gyms available to me as I work all over the place. The app however is TERRIBLE. Why is there no button to jump right to all my favorites? Hours listed for gyms are never correct and very few have reviews, probably because reviews won’t save after you write them! Unfortunately the problems in mobile are the same issues with the desktop version too. How are you guys still able to sell this service?! Checking in is NEVER not an ordeal. Gym staff have no idea how to get me checked in. As a result I don’t have an accurate log of my work outs. And to boot, I was promised my second month would be free if I have at least six check ins. I hit the gym 3 days a week on average so that’s no problem. Oh wait - I can’t get actually checked in at a gym! Guess who paid for that second month?

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If it seems to good to be true it probably is. Unfortunately, I bought into the idea if Gympass believing that it might be better than its rival ClassPass. I was terribly wrong. Not only are both the app and desktop versions of Gympass laughable and frustrating to use, they simply don’t work. The customer service is appalling. I have yet to be able to book classes with the studios I would like to frequent due to Gympass errors. I haven’t even attempted to book a class with SoulCycle via Gympass because of how awful the process has been for my friends. There is no excuse for a reputable company to be using GOOGLE FORMS to book classes when they studio they are servicing (SoulCycle) has such a wonderfully user friendly app. They then tell you to wait a couple of days to here back on getting the classes book. You then never hear from the customer service department so you then have to get on their highly flawed chat system on the Gympass website to attempt to get your classes manually booked. Once you get to the studio you are then treated as a second class citizen for using Gympass. For 200 a month I expected this to be the Rolls Royce of fitness apps and instead I received a Yugo. Such a waste of money.

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There’s two primary issues with Gympass. One is the app itself, which is not user friendly. It’s difficult to search and navigate, and frequently does not work the way it should. The second, and biggest problem, is that gym participants don’t seem to widely recognize Gympass. I signed up for a more expensive pass to gain access to a wider variety of gyms, and I have a lot of issues with gyms that do not want to honor what the app promises to deliver - I have often tried to attend a class or gym where they “have never heard of Gympass” and would not allow me to workout. It’s also impossible to sign up for classes in boutique gyms (ex. Pure barre), which makes it difficult to plan a schedule around. The execution is really not there to promise on what they want to deliver. I hope it improves - I like the concept better than class pass (using credits).

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The freedom to go to any gym at any time is AMAZING! Wouldn’t change a thing about that. However, the app itself is super hard to navigate. It feels like a poor adaptation of a website. It is extremely difficult to find what I’m looking for at any given time whether it’s finding a gym I’ve favorited, viewing my current bookings, searching for new gyms etc. The organization just feels chaotic and unintuitive. Even something as simple as adding a class to my calendar is a chore. Logged into google to add the event, easy enough, but then pulled up the desktop google UI which is super tiny, created the event at the completely wrong time. Then when I finally finished fixing everything, I was just stuck browsing my google account inside the Gympass app and couldn’t get back to the normal UI. I know it all sounds like little stuff, but it’s a BUNCH of little stuff that all adds up.