Harlands Group Reviews 

Today I phoned to cancel my sons gym membership that I took out for him from our leisure centre on the phone I put in his gym membership number a lady answered don’t know her name told me I owed 2 months payments I told her I didn’t as the payment was due out by direct debit in next couple of days she was very rude a sarcastic telling me july comes before august I had already payed july .she was talking about a different gym membership with another gym that he had froze .
Think the staff should check they have the correct gym membership before belittling customers

Terrible service. I haven't been able to use this gym for months because it's no longer accessible. I cancelled my membership 7 days before the next payment was due, but they're still insisting on charging me for an additional month plus £20. They're even threatening to refer me to a debt recovery company to collect the full amount and any additional costs.

Absolutely unacceptable!

If I could give them 0 starts I would!
I got membership as it was literally up the road 2 min walk!
I was told if I moved I could stop my membership!
However I have moved month ago it’s now 6 + miles who goes that far when busy working for a gym? But apparently I can’t stop it unless I live 15 miles away!
I broke my knee there is not transport where I have moved and they won’t cancel it! Biggest con merchants ever!add salt to wound they closed to revamp and had loads of issues with app!

Due to intervention from higher up the customer service chain my issue has now been resolved.
Thank you

i would give 0 if I could. There is a limit on how incompetent can someone be but that limit does not exist for Harlands group. Avoid using

This company is one of the worst I've ever dealt with. As a consumer, I am concerned about the lack of transparency, empathy and accountability demonstrated by The Harlands Group. After requesting a refund last year for a payment of £66 that was wrongfully taken after cancellation, they proceeded to blame me, were extremely unhelpful and cold, and told me I 'froze' it, which I didn't. I clearly stated that I wanted to cancel it.

After this, my membership was finally cancelled. Today, I was looking through my transactions and noticed that I got charged again twice, with my direct debit illegally being reactivated.

I will NEVER use this service again, and I strongly recommend everyone proceed with caution when signing an agreement with this awful, unethical company.

Awful company. Got told I was rude and nasty for simply asking if they can move the date forward to my payday did not want to work with me and told me if I don’t pay I will have £20 charge on top of the original debit as an administration charge. Tried to tell them that I’ve never known a gym company to have such a problem over a direct debit and got treated like I owe money to a loan shark. Would not recommend. Luckily the manager at my leisure center wrote off the months bill so I can restart but that’s under Places Leisure center not Harlands and just might have got lucky to have been seen by a nicer member of staff.

⚠️,cautious, Dover Leisure staff assured me of the ability to cancel my 10-year-old daughter's membership anytime. However, due to adult sessions dominating pool access during peak times and weekends, we rarely utilized it. Upon cancellation, Harlands charged £35 for 2 months. I felt like I was cornered.
Harlands is nasty

Horrendous company - I have a valid medical note from my GP, a very powerful one at that and they have still demanded money from me. I haven’t used their gym since last Aug and have been paying ever since. My records will show I’ve not been using it and yet I’ve never had a call to check why. I am suffering financial difficulties at present, due to circumstances beyond my control and they’ve just added to them. A company that supposedly supports your health and wellness, kicks you when you’re down! Thank you for your support and it’s about time you updated your crappy gym machines!

After my initial complaint, I was contacted by Mark who took over my case and actually listened and dealt with my concerns and queries with professionalism, keeping me updated along the way. Thank you

Don't recommend. They've not even tried to take direct debit from my account and they keep saying my bank has declined it. And they've charged me £20 penalty fee even though I've got money on my account. I'm going to cancel contract when it's closer to year since I've signed a contract with them.

I froze my gym membership because I BROKE MY BACK. Funnily enough, I’m not ready to return to the gym 3 months later. And Harlands are not responsible to remind you that your 3 month gym membership is coming to an end. Because they just want your money, that’s all they’re interested in, so why would they tell you that you’re going to start being charged again.
So, if like me, you cancel your DD because you haven’t been to the gym in 3 months because you have a spinal injury, well they will simply threaten you with an admin fee which can vary according to these reviews. Sure, the T&C’s are there, but again, literally NO CUSTOMER SERVICE OR CUSTOMER CARE.
No one from either the Harlands Group or the Gym bothered to contact me to find out why I had froze my membership, literally no customer care whatsoever. What abysmal human beings. It might be worth adding that as part of my partner freezing my membership, whilst I laid in a hospital bed, he was asked to fill out a form to say why the membership was frozen. So they do know.
If you are going to join a gym who operates with this group, proceed with caution, or simply join another one. They do not care about you, or your physical health, they just want your money.

After encountering an issue with a late payment fee, I reached out to Mark for assistance. His prompt response and clear communication immediately put me at ease. Not only did Mark take the time to understand my concern, but he also swiftly took action to resolve the issue.

Thanks to Mark's assistance, the late payment/default fee was promptly removed, and a new payment schedule was arranged, providing me with peace of mind and clarity moving forward.

I wholeheartedly recommend Mark to anyone in need of reliable and customer-focused service. Thank you,for your exceptional support and dedication to ensuring a positive customer experience.

I have just had my payment report due in for collections made for me Dew tomorrow in my account. As this is significantly lower than it should be because of a random amount I have stopped and for what I don’t know? I have been trying to get hold of anybody that can sort this problem out for me today which seems impossible.. nobody uses these for there payment collections as they randomly take money out of your account and no one is around to talk to. Trust me, I am leaving.

Disgusting service. I haven’t used this gym for months due to it no longer being accessible to me. Cancelled last year but turns out they only froze it and I was charged last month, so I cancelled it myself and was told I still need to pay for another month?! Extra £66 for no reason. This is THEIR fault and I’m appalled.

Shocking customer service. I’ve had the displeasure of having to use these clowns for three years because of my gym membership. Originally my direct debit was set up by my business account when my business closed in September 2021, we transferred the direct debit to a new account. Every month they continue to try and take funds from the account that I close in September 2021 every month we would have the embarrassment of being told that my daughter is swimming lessons have been cancelled again because they had not received any payment. This has been escalated to manager upon manager to date. They are still taking the money from the wrong account. On the 29th of December 2023, again, they took money from an account which they shouldn’t have bank details for (the account that was closed ) sending this account into an unauthorised overdraft. Date the money has still not been paid back, despite endless promises that it would be paid back within 14 days. After complaining bitterly, eventually they paid the money back into the account which is currently used to fund my gym membership. Not the account they took it from. If I had my way, I certainly never use or deal with this company again run by an inconsiderate uncaring. Bunch of clowns

I suspect the type of company that will naturally get a negative response in terms of reviews, so I wanted to pop down a quick review of a positive experience. I emailed a membership query, which was promptly and efficiently dealt with by Kayleigh to a satisfactory outcome. Good experience.

Been paying £19.99 for last 2 years with my gym. I came on to check my standing orders to find out they have took £39.99 from me December 28th then plan to do a standing order of £39.99 for January 28th. Absolutely ridiculous!, I will be leaving this gym if I do not get a refund as I have not been told in any letter or email form why the sudden change of payment!!

I missed The Gym's Direct Debit payment yesterday. There are sufficient funds in my account today, but unfortunately not yesterday. I'm not sure why they didn't try to take the Direct Debit on December 28th, as they usually do. Anyways, today I received an email from Harlands saying that I've been charged an additional £15.00! What the heck, it's just one day late.

I actually think they're doing this deliberately because they know that before Christmas, a lot of people got paid early, but once the new year hits, a lot of people, like myself, are broke. I spoke to someone who is the most unprofessional and scam-sounding person I've ever spoken to. The Gym needs to find a better company to handle their Direct Debits!

As a business we have used this company for a number of years for the collection of payments for members.
We have had an issue with the DD collections support not talking with entry system, we are not sure where the fault is in the pipe line, so we raised a ticket raised 25/11 and have heard nothing. We have emailed, called, raised a complaint and heard nothing back.

Its amazing that there is no tech support to fix issues or speak to someone, or evan the person who you raised the complaint with to come back to you, when you call or email.

When Harlands was just Harlands and Harlands explore pre covid you had a someone you could contact, get some help an account manager, now there is NO support for its customers, NONE.

If you are thinking of using this company for collections of your Direct Debit, Just be aware that:
That if you have any tech problems, it will take them weeks to come back to you, evan on a complaint.
There SLA's mean nothing in real time for customers.
IF you have any enquiries minor or major there is no one to contact except a web page.
Unless you want to upgrade of course then you get inundated. My advice is to find a DD company that at least has a way of getting assistance when you need it, or you control yourself there are some out there trust me, there are many customer who feel the same. Just take a look,