Smooth assistance
Smooth assistance. Problem solved.
4.8
Excellent
1,000 reviews
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Review summary
Ashbourne Membership Management Services is exceptionally well-rated by customers. Customers particularly appreciate service and professional, though some mention concerns about customer service and communication.
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Based on reviews, created with AISee what reviewers are saying
Great service!
Dan was friendly, responsive and resolved my issue straight away. Great experience from start to finish!
Had an issue with logging in
Had an issue with logging in, Sam J from IT Support fixed my problem. Back in the app in no time. Great service 👏Thank you
Once I got through to Amanda through an…
Once I got through to Amanda through an online chat the service was exceptional. Unfortunately their text and email automated systems does let them down and the text service in particular was useless but Amanda saved the day.
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Showing 31 - 40 of 996 reviews
TS
"I had a fantastic experience thanks to…
"I had a fantastic experience thanks to Orlagh—she handled my query with such professionalism and care. Her efficiency and willingness to help truly stood out, and the level of customer service she provided was exceptional. I'm incredibly grateful for her support, which made a potentially stressful situation feel effortless. Thank you, Orlagh!"
Date of experience: June 23, 2025
sy
UPDATE ON LACK OF EMPATHY
I can see how constructive you were with your response omitting some critical points and picking the ones that suits you best. Well, I will remind you of the things you’ve omitted, I will believe that was an oversight. Since you can go through all our chat histories. Yes, you were right about the first missed payment and the back and forth but what you failed to acknowledged, is the fact that I mentioned on the (17th of April)that I was financially struggling, I was so specific stating how I got the money, I also stated in the same message that I would like to cancel my contract with you. On the 18th of April at exactly 08:41 you responded to the payment part (reduced the amount to be paid) and ignored my financial struggle and cancellation request. **(First cancellation request ignored)** I was unable to make a payment due to technical issue I did not understand, on the 22nd of April you sent me an email to reach out to for help as I could not restore my direct debit. I reached out to the email provided and stated my direct debit challenge which the person helped resolved, then I sent an acknowledgement email followed with my request to cancel, but no response since then via the email thread **(second cancellation request ignored)** On the 22nd of April, you sent a confirmation of payment to me which I replied with my request to cancel again but did not add my financial struggle this time (because it was ignored the first time I did, and I sensed you don’t care to know, as you only responded to the money part) but stated that I have relocated and I’ve not been visiting the gym. You responded on the 23rd of April and asked me to provide evidence of my new address along with 2 utility bills (bank statement/mobile telephone bill not accepted), I responded and said “ alright, thank you, I will do that” because I was tired of the back and forth with you as I clearly know I was and still struggling financially, hanging with a friend and obviously can’t provide evidence of address as I don’t have. Conclusion: You claimed I never mentioned that I was financially struggling which I did but you did not address it, I mentioned my request to cancel three times before you could address that. Since you can check the system, there is no pretence here, I’ve not been visiting the gym since April I think. Do you think there is someone who wish not to enjoy what they hardly pay for monthly? Your client have monthly options which I did not opt in for because I was determined and ready to attend the gym all through the year, but never prepared or wishing for any financial constraints, but as it has happened, I’ve been finding it difficult to meet up with payment and I would like to cancel my contract with you, this is not from an unserious or pretence mindset.
Date of experience: June 23, 2025
ES
Clear and precise
Clear and precise. Sorted everyhting out within a heart beat very impressed. Thank you Beverly
Date of experience: June 19, 2025
CB
Had a bit of an issue when re-joining…
Had a bit of an issue when re-joining the gym after surgery. Jemma was on the ball immediately & got it sorted in no time at all. Thanks a mill
Date of experience: June 19, 2025
CD
Great customer service
I was having trouble logging in to the app got in touch with customer service and Dan G managed to get things sorted out for me. He was brilliant and new what he needed to do.
Date of experience: June 17, 2025
TK
Appalling level of sense re membership switching
My son had a teenager membership which clearly stated must be 15,16 or 17. We received a letter beginning of month he was due to turn 18 to say it will increase to £55 and to click link and accept the new terms and direct debit. I did not accept so presumed the whole membership would cancel but for 4 months March to June they continued to take money out at £34.99 on a membership he was no longer entitled to use. I tried to resolve and have been advised I had to give 30 days notice but common sense would suggest that if they know he’s 18 and has a teenager membership that’s for 15,16 & 17’s only it would by virtue of his birthdate and the fact they triggered the new membership and fee letter mean that that membership should cease on his 18th birthday. Unfortunately it appears this was for me to cancel and give 30 days notice so we have inadvertently paid £140 unnecessarily for a membership he actually wasn’t entitled to use from his 18th birthday. No attempt was made to follow up on the revised letter or to write to tell me my son is not allowed to continue under the teenager agreement but the happily continued to take payments out which I’ve just spotted. I suspect the next letter would have come January 2026 in increasing the membership he is too old to use meaning we would have paid £300 for a contract and a membership my son was not entitled to be using (or you would think me continuing to pay). On a positive they cancelled and membership and waved the 30 days notice 😂 - but actually have had £140 for March, April, May and June when he was too old and not entitled to use the membership. The fact you can’t talk to anyone and just use WhatsApp has left a bitter taste and an poor experience of how it’s all my fault for not cancelling - which I thought I had by not agreeing to the new terms relating to my sons age! Poor form to not look to refund even half the payments back as a gesture of goodwill!
Date of experience: June 16, 2025
BE
Sophie at Ashbourne treated my case…
Sophie at Ashbourne treated my case personally and not like a “computer says no” Thankyou for being Kind and considerate Cheers Ben
Date of experience: June 13, 2025
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