★ 5

This particular location is the best!!! The staff here are nice the other locations not so much but these guys here are awesome !! I opted out of the monthly memberships and just did the 2 month one not a fan of 12 month contacts or commitments . I think Nicole is the one that helped me ! She was very nice and friendly . All though I was completely dead from working all night long she stuck with me and my slowness 😂 def check this place out

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★ 5

This was a real surprise. Silver sneakers people please pay special attention! This wonderful facility will be opened whenever you feel like using it. My doctor says "move it or lose it." And now you can go at your own pace and just enjoy the atmosphere of good people enjoying their exercise. Virtually anybody there will be more than willing to give you a hand, so you've got it made, just rustle your leaves down there.

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★ 5

Always clean

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★ 5

This gym easily deserves 5 stars. It’s clean, spacious, and has an incredible variety of equipment especially for strength and weight training. You can tell they’ve invested in quality machines, free weights, and racks that make every workout smooth and efficient. The layout is well organized, so you never feel crowded, even during busy hours

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★ 5

I love these facilities, so convenient!

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★ 5

I had so much fun having Kyle give me a complimentary training. I was nervous at first but it was so fun! He said s very knowledgeable and friendly. Thank you Kyle for showing me I can do it!

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★ 5

Henri was a great worker!

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★ 2

Your wallet is guaranteed to get a good workout. Fees and more fees. You can buy shakes there too. Gym equipment is decent but not up to parr for how much I’m paying.

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★ 4

Getting my workout on at the Zoo. Meet with Kyle from Redwood Training for my fit start session and he brought the pain, but in the best way! Going back for more!

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★ 5

Been coming here for about 1 month now. Super clean gym. Has all the equipment i need. Henri was very helpful and kind in showing me around. He wasnt pushy with any of the sales and i felt super comfortable doing business. Beau is one of the friendliest front desk guys. Hes always keeping the gym clean. Also appreciate Nicole for saying hi to me when i come through even though she doesnt know me. It’s just the thought and consideration that matters to me.

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★ 5

I’ve been going to The Zoo Health Club on and off for years, but this time—I’m hooked. This place truly feels like my second home and second family. From the moment you walk in, the staff knows your name and your story, and that personal touch means everything. Nicole, Bo, Henry, Joselyn, Nicolette, Bella, and Cammi—thank you for always making me feel welcome and supported.

The gym is always clean, well-equipped, and has everything you could need—there’s never a wait for machines. The shakes are delicious, the childcare hours are super convenient, and the staff is amazing with my kids. I also love how involved they are in the community—it’s clear they genuinely care.

As a woman, I especially appreciate that I feel completely comfortable here. There’s none of that creepy, uncomfortable energy you sometimes get at other gyms—everyone’s respectful and focused on their own goals. It makes a huge difference in feeling safe and confident while working out.

Thanks to this environment, fitness no longer feels like a punishment—it’s become a reward. I’m so grateful to be part of this gym family! Recommend 10/10

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★ 5

Updating my review because the staff have done a tremendous job keeping the facility clean lately. Same great gym equipment, friendly staff and now CLEAN!

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★ 5

We love the zoo

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★ 1

It gets one star because it's a 5-star gym with business practices and customer service that go well beyond the appalling and likely into the illegal.

1) The only way to cancel is via a form.

2) This form has you sign that they're going to continue charging you for two billing cycles even after you have fully canceled your membership.

3) Several of the checkboxes include a cancelation fee that tack on for such sins as "moving out of New Hampshire".

4) When I called to speak to a manager about this, the woman answered the phone with "Hey" - no name, no "This is Zoo", nothing. Just "hey". Then was rude to the point of disgusting, telling me I was "barking up the wrong tree" by bringing these points up to her, not trying to make it right in any way, and just overall being scum.

I've given Zoo about four years worth of money because the gym itself is great. I never, ever, ever would have given them a dime if I knew these business practices existed.

So, please, heed my advice: If you want to quit Zoo, for any reason at all, simply have the payment blocked on your credit card by your bank, and then never take their phone calls and force them to cancel it from their side, or they'll do their best to rob you blind on your way out. I have never, ever seen such a horrific cancelation process and policy for any organization in my life.

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★ 5

Perfect Gym for Travelers!

I visited this gym during a business trip from Germany to Manchester and had a fantastic experience. The sign-up process was quick and easy, and the staff was super friendly.

The gym is modern, spacious, and well-equipped. No long waits and a great atmosphere.

Highly recommended for anyone looking to stay fit while traveling—I’ll be back!
Andreas

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★ 5

I just recently moved from one gym to the Zoo and it’s an awesome environment! I had a consult with Kyle, a personal trainer and he kicked my ass in the best way possible. Stellar!

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★ 5

Love The Zoo! Staff is great, facility is always clean.

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★ 5

I went in for my usual workout with my girlfriend the other day and we grabbed our usual protien shakes, we were met with exceptional service by harri and ashlyn, they were careful to make sure we had everything we wanted in the smoothies and even make them ahead of time if we will be showing up late, excellent service ☮️✌️

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★ 5

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★ 5

I came in the other day after thinking about changing gyms, and i had the best experience, staff were extremely nice and helpful and gave me a tour, community is nice, and a great variety of equipment! Will definitely be signing up!

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★ 5

Very friendly staff, they have multiple ammenties including a smoothie stand. They also have a jacobs ladder, great for cardio and moderate strength building.
Henri was a great help while giving a tour of the location and explaining the benefits.

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★ 5

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★ 5

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★ 4

I enjoy the amenities, good price for what you get. Great smoothie bar!

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★ 5

This gym makes working out fun. Great staff, motivated personal trainers, cool members . The positive goals are real and everyone helps achieve them at The Zoo. The Protein shakes gives extra benefits that builds our muscles and support the nutrition after a great workout!

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★ 5

Nice
@bobby_d_customs

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★ 5

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★ 4

Great place to workout, I like the amenities. Make sure you read the fine lines on contract before signing. 12 month term is common.

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★ 5

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★ 1

Music is way too loud, I would rather workout in silence then be forced to listen to Arianna Grande even through my headphones.

Shady billing practices; $112 charge made to my account without a warning is completely unwarranted. I can't imagine what the money is going towards when they won't even bother to replace a .25 cent keycard.

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★ 5

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★ 5

The staff is friendly, supportive and helpful! They also make the best protein shakes around! Thank you Nicole!!

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★ 5

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★ 5

The zoo is a great gym and offers everything you’d need (machines, smoothies, energy drinks, even little protein snacks).
I’m also happy to have Justin as my personal trainer. I’ve learned so much from him and he’s always finding new ways to push me and teach me something new!

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★ 5

I have been a member of zoo health club for a short time. I am so pleased and motivated now that I’ve met Marc for personal training. I have people to push and help me achieve my goals. The Zoo Health club is clean, pleasant, and has a great environment for all ages! I recommend The Zoo and Marc to everyone!

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★ 5

Very good experience so far not to many people and some people will offer some advice on exercises

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★ 5

I am obsessed with the bodypump classes!! Shoutout Patrice

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★ 5

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★ 4

Multiple locations to choose from, a good selection of equipment.

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★ 5

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★ 3

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★ 2

I canceled my membership 2 months ago and they keep stealing my money. This last theft, they stole two times the amount of my membership fee. Y'all need to get it together. I'll be reporting you to the BBB and reporting these transactions as theft to my bank. I'll get my money back, but I shouldn't have to go through this.

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★ 5

Great gym. Reasonably priced, staff and trainers are alright, pretty clean, the games on, and lots of equipment in there. 24/7 as well. Maybe the best in its class of cheaper gyms, ever since Planet Fitness got rid of Pizza.

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★ 5

Just stopped in here on a day pass. Super reasonable price ($10), very friendly staff and all the equipment needed for a good training session. Will be back the next time I'm in town. Thanks!

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★ 5

The Zoo Manchester is a wonderful gym for many reasons! First and foremost, I’m greeted by welcoming staff members with a warm smile and hello EVERY time I come in! They truly don’t know how much of a difference that can make in someone’s day and motivation level to workout! Next up you have the cleanliness of the gym. I’m in here multiple days a week and I always see staff AND manager Nicole constantly cleaning and tidying up. The group fitness classes have extremely talented and FUN teachers and the classes are organized and well thought out and cater to everyone. This gym truly cares about their members and the manager Nicole always wishes me a great day when I leave and I feel this gesture is very meaningful to me and sets this gym apart from others. Highly recommend this feel good, uplifting environment.

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★ 5

Great club- clean, not too crowded, and very friendly staff! When I first joined, I got the opportunity to work with Cody from Redwood PT, and I have to say, he kicked my butt! You can tell he is super passionate about what he does, and he will definitely help you achieve your fitness goals. If you see Jahdiel at the front desk, he makes a mean PB+J protein shake- 10/10 would recommend!

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★ 5

So so clean and accommodating! Staff rocks and are attention to detail orientated. Extremely helpful and orientated in all aspects! The willingness to help and assist with anything is first and foremost!!
Definitely a squared away and customer orientated gym/facility. Nothing but positive energy and getting your grind on happening here!!

🤘🤘

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★ 5

This gym is very clean, the staff are very nice, and Nicole the manager is very welcoming. I would recommend this gym to anyone that wants the best experience when working out. Also Jahdiel is very helpful when you walk in for the first time because he showed me around I would definitely sign up through him again.

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★ 5

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★ 2

Expensive!
Equipment is good but not maintained in best manner
Staff not customer oriented
Patrons are often disrespectful by shouting, grunting, dropping weights, clapping, video conferencing on phone, etc.
wifi often down
not a bargain

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★ 4

UPDATE: 12/21/23 — since my last review, a new manager has taken over and she has been INCREDIBLE! The gym has improved significantly. There’s always someone cleaning and improvements being made. The staff is friendly and takes pride in keeping the gym clean.

The gym is dirty — hand prints all over the mirrors, bugs on the floors, carpet torn up, the bathrooms are disgusting— it’s humid & dark. The door to get in is constantly broken so if you’re an early gym goer, always have a back up plan. Machines are broken for months. The place is littered with paper towel machines and spray bottles that are all broken so you know no one is actually wiping down equipment.

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★ 5

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★ 5

I joined this location before they were actually up and running. I have seen many different team members come and go over the years. It is a pleasure to walk in and out of the building and be greeted by the staff with a good morning, hello or have a great day. The front end is the heart beat of any business. Nicole has been an incredible addition. The club is not only clean but she brings great energy which trickles down.

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★ 1

I loved the gym but have experienced terrible customer service and shady billing practices. I tried to cancel my membership after realizing my card was expired ( awhile ago) and they just continue to charge my account probably waiting to send it to collections. I’ve been month to month for years and have no contract in place. They should have stopped charging my expired card/ account and canceled membership after failed attempts trying to charge an expired card. I received no notification of card issues. I’ve emailed Nicole (manager at Manchester location) multiple times to cancel my account and She hasn’t responded to my second email attempt to cancel and never got back to me regarding reaching out to her manager. Make this right. Please cancel my account!

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★ 1

Been uncomfortably warm (more than usual) in the gym the past few weeks so I brought a thermometer in with me today, it’s 80 degrees in here…atrocious. Fix the AC. Also, people place personal belongings on benches/power racks without actually using them to “reserve” them for their friends and the staff let it happen. This gym sucks.

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★ 1

Awful place the trainer Auri Parks is the worst I have ever seen has her clients using 3 different machines saying it’s a Circuit and think leaving a 45 pound weight in front of a leg expensive machine gives her the excuse to kick someone off of it even though you pay for a membership then Julian pecorino the owner does nothing but ban people cause his workers are bad! Dirt gym urinals been leaking for over a year like it literally overflows and spills on the ground constantly Not to mention the faucets are barely holding on because they’re all rusted away I think This can give you an idea of how they treat their equipment there a lack of maintenance they take a maintenance free from you But don’t actually do any maintenance! Also the employees sit on their phones they also get high smoking or vapes in the bathroom with the childcare room right next to it!

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★ 5

Amazing gym and great smoothies!

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★ 5

The zoos super clean, all the equipment is great and the staff are all so nice and happy. Makes for a great day at the gym!

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★ 5

Amazing staff and super clean facility! Won’t disappoint!

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★ 5

Met with Marc today and had a great experience! I decided to keep him and we’ll be meeting every week. He set reasonable goals for my workout and was able to push me the perfect amount! He’s easy to work with and super helpful. I look forward to getting into a routine :)

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★ 5

I feel beyond welcomed by everyone! Members and staff alike! Jorge is an amazing and inspiring individual! I will definitely be becoming a member soon!

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★ 5

Joined this gym today and had my first appointment with personal trainer. Met with Marc who did an amazing job educating me on the science of muscle building for a healthy body! Cannot wait to start seeing results.

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★ 5

This gym has everything I need, and the trainers are excellent. I just began a program with Marc. He is very knowledgeable and the plans he and his associates put together seem very high tier. Definitely recommend.

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★ 5

Just signed up for personal training with Marc at The Zoo. Kendall and I are definitely ready for a change and we're committed to keeping with it to be a healthier duo. I'm really glad we got to meet with him today, I really trust that he has our best interests in mind and I feel very comfortable working with him and his staff to achieve my goals. I'm excited to be back at it tomorrow. Thank you so much for making this process simple and for your time today.

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★ 5

The gym was not too crowded and saw a couple trainers very engaged with their clients. Highly recommend.

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★ 5

Been coming here for years, loved it. Watched it go downhill, always dirty, tons of missing or broken things, started going to other locations. Happily it has turned back to the inviting, sparkly clean gym it used to be. Wishing the hip abductor machine could get fixed tho!! Thanks to new manager Nicole!!

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★ 5

I’ve been a member for years, since before the Zoo opened their doors. While I’ve seen the good, and the bad. I can honestly say the new manager is doing everything she can do to bring the gym back to being the best around. We needed a deadlift jack as the Manchester location was the only one without one. She ordered it same day, we had it a few days later. When an issue is brought to her attention she takes care of it.

Cleanliness has been an issue but since the new crew has come in, they are constantly cleaning, and the
gym is a lot cleaner.

The child care is great- all the staff is amazing with the kids. My kids love going, and hate to leave.

The community is one of the best I’ve seen in a gym. There’s support everywhere you look.If you need a gym, look no further the Zoo is it!

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★ 5

So clean and the staff are so friendly. Nicole is the best.

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★ 5

I’m a powerlifter and come here when I am unable to go to my coach’s gym, and say it definitely passes the test! Clean, solid equipment, and great staff. Definitely recommend if you want a good gym for a solid price! :)

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★ 5

Always a warm welcome when showing up. In the last few weeks the gym has been cleaner more organized and an overall warmer environment where needs and concerns are addressed and real changes can be seen! Very happy with this gym

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★ 5

The current staff at the zoo is in my opinion the best overall staff that has been there since the beginning. The gym is always clean, bathrooms are always maintained, and the staff always takes time to greet me and talk to me as they are amongst the friendliest they've ever had there. You would be hard pressed to find a better staff in any gym anywhere

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★ 5

Clean equipment, friendly staff

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★ 5

👍🏼👍🏼

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★ 5

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★ 5

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★ 5

It runs exactly how a gym should run. The staff is always friendly and helpful and it's a great place to get a good workout. And shout-put to Hailey for going above and beyond with the creative shakes.

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★ 5

Went and checked out The Zoo today. The manager Vinny was awesome! He helped us out significantly. We’ll definitely be back. Gym had everything you could ask for in a fitness facility.

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★ 5

Love the equipment downstairs and employee vinnie that helped me get signed up is a super cool dude!

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★ 1

The gym is extremely dirty and the staff are rude and unprofessional. Don’t waste your time here.

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★ 1

I recently went as a guest with a friend. I was shocked when they didn't have any water so I had to leave and go to the nearest convenience store to get one before coming back, not to mention some of the machines had rust on them.

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★ 1

Extremely unprofessional staff that don’t take the time to clean equipment, mirrors, or bathrooms. Staff are rude and there was period blood on the leg press last week…
Workout Club is far superior.

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★ 1

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★ 2

Started going to this gym years ago, used to think it was alright and over time it has gone downhill in a big way. Cleanliness of the facility (both upstairs and downstairs) and bathrooms are visibly dirty. Smells constantly coming from upstairs bathrooms. Equipment is sub-par and it seems like the same pieces keep breaking and needing to be repaired which often takes months, I understand they are not responsible for how people use the equipment and they have policies to use things with respect but when things are broken/worn not enough attention is given to correcting the issues in a timely fashion for what people pay monthly. In the 3 years I had been going to this location I saw next to no improvements to the gym, only thing I saw was a hip-thrust machine get added and even after a while that had issues and was out of commission for an extended peroid. Lastly, there seems to be little accountability or transparency in the way the company responds to negative reviews of thier location. They only want to thank people who give them positive reviews, and anyone who gives a negative review no matter what it is, the issue is pointed back to the member, and in some cases I've seen they look up the member and tell them to update thier info so they can charge them more based on a past promotion they signed up with and should be grandfathered. they make it seem like they have done nothing wrong on thier part, and even if they do accept partial responsibility they don't seem to do much to correct the issue. The only reasons I give this gym a 2 star review instead of 1 star is the staff was always friendly and would help people with whatever questions they had, and it is a gym with 24/7 access which not all gyms in the area have. Hopefully this gym can turn things around because there are not many good gyms in the area, but in my experience I don't think that's going to happen.

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★ 1

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★ 1

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★ 1

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★ 1

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★ 2

Hip thrust machine strap doesn’t like the quick release part that it’s design to do. Took them about a year to replace one machine. The bathrooms nasty smell leaks out sometimes when the door is left open too long.

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★ 4

Good gym, I only gave it 4 stars as some of the machines are broken and it's an issue when it's relatively busy and the place needs to be cleaned daily.

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★ 5

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★ 1

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★ 5

Great gym..lots of equipment, friendly helpful staff..I took Amys Zumba class which was fun, energetic and a great workout! Thankyou Amy!

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★ 1

The facility itself is fine however they will give you the run around when trying to close out your account because you moved demanding that you either visit the location you created the account in or send in snail mail indicating your intent to do so as if calling in in person was not intent enough.

Do not give these people your money

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★ 5

This place is great! Meet with a personal trainer, coach Cory and he really showed me what's the best way for me to produce results. They really show that they care about what they're doing here.

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★ 5

This is a great gym! Great selection of equipment, and an extremely friendly and helpful staff. The personal trainers are an amazing resource for anyone looking to get serious about their workout goals. No matter your budget or schedule they will work with you to find the right regimen.

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★ 5

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★ 5

I have been loving the zoo for a bit now but Marc just took it to another level for me!!!
He was so personable during our consultation that I felt very comfortable with him right away to be open and honest about my goals and habits! He was also so knowledgeable about his field that I learned so much about my body and how to best support it for it’s needs! I was shocked with all the information I left with after meeting with him and just talking with him! Let alone the workout that we did together! Holy Hannah! He was able to challenge my muscles with new and complex moves! He was also again very knowledgeable about how to keep me in my best form which continued to challenge me! He was encouraging but most of all it was fun! I laughed constantly with his jokes that related to the moves we were doing! Marc is your guy for all things fitness!!!

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★ 5

I’ve been going to the Zoo for about 2 months now, and I have never been more impressed with a staff! And their partnership with Redwood PT is fantastic, Coach Cory is extremely knowledgable, friendly, and motivating! Best I’ve felt in a long time

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★ 5

Awesome judgment free workout zone with great personal trainers, marc was excellent and wowed me on day one. Definitely will be coming back

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★ 5

Started coming here about 6 months ago and have loved it. Just started doing the personal training program with Zach and Marc and it has been a great experience so far. They are both very approachable and know everything when it comes to fitness and dieting. I would 10/10 recommend this gym and the RedWood personal training program.

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★ 5

I had a great experience at this location starting a membership, Nivene was really who made the experience great. Not only was she very knowledgeable, she was an amazing support in introducing me to the world of fitness. If you are looking for an exceptional trainer, Nivene is the woman to see!

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★ 3

Nice selection of cardio, strength machines, weights. However, locker room is disgusting! I’ve been going to Gyms for 40 years, Including some gnarly places in Brooklyn New York. This is the only gym whose locker room is so dirty I just can’t bring myself to shower there.

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★ 5

Best gym in town, for sure. Lots of the right equipment, plenty of space, friendly staff, clean.

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★ 5

ASTONISHED!!
I have worked with a few trainers in the past, some great some not so great, thus I was a little nervous to start with redwood.
I can honestly say that being pleasantly surprised is an understatement.
I met Marc and was instantly pleased with his professionalism and knowledge.
He was able to guide me through new exercises and a routine that was both challenging and fun. It’s not always easy to get back into working out after taking time off, but with his support I feel confident that I can take my body and my mind to another level! Thank you for reminding me that fitness can be fun and goals can be achieved!

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★ 5

Cameron, showed me around, I like it and going to join

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★ 5

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★ 2

Every time I come to the gym, I have to get on three different treadmills before I find one that actually works. Several of the treadmills will not let you log in to your account. I feel that if I'm paying for a gym membership then these things should be taken care of on a regular basis, and I should have quality equipment to work out on.

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★ 3

Good equipment but kinda of a judgy crowd. Had a few sideways looks. What? fat people can't work out??

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★ 1

Good gym, but billing isn't coordinated well. Charged twice this month.

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★ 5

I love this gym. I also love that your membership encompasses all their locations, meaning that you don't have to pay more to go to another location.

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★ 5

Spent many years here as a member coming at least 5 days a week. Having cancelled after moving, I never realized what I had there until it was gone. Lots of space and equipment, dumbbells up to 150lbs and a clean environment to workout in. The staff are friendly and willing to help with any problems. Super friendly customer base, I didn't expect to make as many friends as I did when I first signed up. Like the reviews on here note make sure you read the terms of your contract and be conscious when you're ready to cancel, and you won't run into any problems. I even had to pay less because I communicated with them up front when I was moving and when I would be cancelling my membership. Cannot recommend this place enough!

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★ 5

I knew I wanted to lose weight. I spoke with keith at the club one day. He explained what I was going to get and what he, as a trainer expected of me. I decided to make that commitment! Keith has worked with me and helped me when I had questions. It has just been two weeks. I already feel the difference and down 6lbs. My commitment is to myself but Keith has committed himself to helping me stay there.. very supportive and very knowledgeable, and his encouragement is outstanding!

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★ 5

I used to work there and now I am a member. I have met the owners and have been to many of the locations. The Manchester location is special because it is 1 mile from my home and it was the first gym I signed up for when I first started. I became friends with alot of people. Now, here is the downfall, you will run into some characters just like anywhere. Just put in the headphones and focus on you and your friends. It has turf, free weights, and ninja warrior equipment downstairs.

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★ 5

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★ 5

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★ 5

When I joined the zoo health club I was immediately assisted by Keith the training manager with redwood pt. Consistent, professional, and reliable training, with actual results!

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★ 5

I’ve been working with Teia as a personal trainer and I couldn’t be happier. I’ve seen such amazing results when it comes to reaching my goals. She’s created an awesome workout plan for me that takes my injuries into consideration and it has really paid off. I don’t think there is a better personal trainer than her. I’ll always keep coming back no matter how tired I am.

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★ 1

Chose to charge people throughout the pandemic while the gym was closed and unable to be used, also chooses to charge people fees after they've canceled because they come within 1 day of the policy even though at the time of the cancellation they said I was all set and owed nothing else. Customer service means nothing to them, they just want your money and don't care about the rest. Had to call multiple times (4) to even get to someone who could attempt to answer my questions and all I got was "there's nothing we can do for you". Do not recommend.

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★ 1

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★ 4

I was a member at this facility for nearly three years without provocation.

I recently, abruptly moved from NH to upstate NY (five hours away). I have called several times and emailed to cancel my membership. I have received much run around. If I have to drive five hours to cancel my membership I will be extremely aggravated!

Update: I had to drive 5 hours to cancel my membership. I was not thrilled but the gym is great. Could use an upgrade to the late night entry method as several times it took me several minutes to the window scanner to register my barcode. Would recommend but pay ask very specific questions regarding the cancelation methods and terms.

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★ 5

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★ 1

I and many others joined and were given introductory offers by the manager julian only to find out we were overbilled.On being informed of the overbilling the funds were only returned after multiple BBB and FTC complaints.My experience from the first time was a horror show. There are also a lot of steroid dealers using these gyms

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★ 5

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★ 1

Been a member for well over 2 years, tried repeatedly to cancel the membership (called, emailed, mailed) and i'm still getting charged. Its COVID-19 Season, they're closed not even offering a service and im getting charged. They won't let you leave. Save yourself the headache and find a different gym.

EDIT: I spoke with Zack, an associate at the ZOO location in Manchester and he confirmed they lost my cancellation letter I mailed. He also said I was not the only person who had this complaint. I'm still being charged over $300 in dues they claim I owe. I've had a couple friends confirm this. Do yourself a favor, and find a different gym.

Source: Google

★ 4

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★ 1

I used to go to this location when it was fit lab, I was excited to see that it was the zoo who took it over because I had heard a bunch of good things from friends who Had been going to zoo since it opened in Derry. Everything was great, and then the pandemic hit, at which time I made the decision to stop going. I obviously had a year contract so continued to get charged the remainder of the year. Towards the end of the year I knew my contract was about to be up and I wanted to cancel it so I started emailing and trying to get in touch with someone at the Goffstown location, I didn’t hear back from anyone until about a month later when I finally got someone on the phone who told me that I needed to come in to cancel. I ended up having family members with Covid and one of them passing away during this time and myself was exposed and had to quarantine so I did not have the option to get to the location to cancel or to the post office to send the certified letter. Once my quarantine was over I went into the location (during the time I was told a person would be there) and I waited for 45 minutes for the front desk girl to show up. When she showed up finally I told her I would like to cancel and she had difficulty pulling up my account at which time she told me that the original fit lab accounts were all messed up and then she assured me that she found my account and told me that my account was already canceled and my contract was over so I wouldn’t be charged again but we can fill out the cancellation form just to make sure. So I filled out the cancellation form and I asked if I was going to be charged again at least three different times and I was reassured that I would not be charged again because my account was canceled and my contract was done and that was it. So I left there thinking it was all taken care of only to be charged again for February. I spoke with Scott who explained to me that he has no idea why I was told any of that and that she must’ve been looking at someone else’s account, because my account was not closed and my contract was not over. I explained to him what happened and also that I had not been able to get there any sooner because of being exposed to Covid and quarantining etc. I would’ve at least appreciated an an apology for having to wait for 45 minutes until one of their employees actually showed up, or some type of explanation as to why I was told completely wrong information especially considering the amount of money that I have spent on the membership without even going there during the pandemic. Maybe update the hours that are posted for the business if you’re not going to have someone there. Or give the option to cancel electronically especially considering the fact that people have to quarantine during the coronavirus pandemic and are unable to get there out of safety precaution.

Source: Google

★ 1

Where to start. I tried cancelling in Oct. of 2019 Didnt hear from Scott until Feb. of 2020 and that was me making several request to have him contact me.
I dropped off two doctors notes. One stated I was to be excused from my gym membership due to my illness and one stated my illness was chronic and prevented me from working out for periods of times and no recovery was expected. Mind you the contract only states DEATH or DISABILITY. The very definition of Disability is, a physical or mental condition that limits a persons movements, senses, or activities. LIMITS being the key word. My condition did this. Scott started using terms that was not in the contract like, "permanently disabled", "to perform daily activities without help." Also anyone going through this with them, the contract also goes against HIPAA. You do not have per law give a detailed description of your health condition. I was asked for this and I refused.
And when he told me I was confused on how a medical cancelation worked and he didnt have to get back to me in a timely fashion because there were others ahead of me, ok? Almost 5months later? Lets discuss how when I went in to try to talk to him face to face because emailing was not working. He gave me days he might be at the gym, I went in, he was not there, I got Nicole instead even though I still thought Scott was driving in. I asked Nicole two or three questions before she threatened to call the cops on me, a paying member. Here are the questions.... what is your policy in getting back to members who are trying to cancel? And why has Scott not answered this question? I cant remember the other one. She basically said i would have to ask him, and I have to leave. I hugged my friend I was already talking to at the desk as I left.
I told Scott about this exchange and I was met with an all caps email, at times, telling me my vulgar behavior would not be tolerated, yelling at members of the gym and or staff I think. What? I knew this member, we used to work together. Thats why we were talking, we were catching up. Ok, so no support there. I digress.
There were times he told me to just pay the 149.95 to cancel. This was in both Feb and March. Thats more than what I owed minus the 25% cancellation fee. Isnt that against the contract? Mind you I signed up in May of 2019.
Finally I signed a freeze form. Lets put a pause on the drama. The picture is the email exchange of me just trying to get a signed copy from him in a timely matter. I dont understand the difficulty of wanting a signed copy for my records. One reviewer stated she was told twice her account was frozen but money was still being taken out. Yah, I want that signed copy for my records. The rudeness from him in those email exchanges.
I moved out of state in March of 2020. and again tried to cancel my membership with the contract guidelines. I emailed Scott again and said I moved out of state but because of the pandemic the DMV will not let me change my drivers license until its expires which is Aug. my membership expires in May. Im in a roommates situation so I cannot get bills in my name, and since im looking for apts. Im not getting put on the lease. He would not except my work ID and letter of acceptance, even though we were in the middle of a pandemic. I told him to stop emailing me.
The kicker is when they sent my bill to collections it was for 465. 65$. Thats more than what I owed for my yearly membership, which I obviously paid on.
But you can fight them. I called corporate three times, talked to legal. I emailed the owner Julian, he obviously didnt respond to me. I called corporate again and said look even though its a franchise your still responsible for them to a degree otherwise there wouldnt be a corporate office or a legal department, told them about my doctors notes. She told me to email her a copy of them and my experience plus what the fake lawyer/debt collectors office said. The next thing I know Julian emailed me and said my account has been cancelled and taken out of collections.
FIGHT THEM....CALL CORPORATE.

Source: Google

★ 5

The absolute best gym. I have a membership there they have wonderful people and start 24hr club they have 2 in manchester an 6 locations in manchester nh the hours are mon-fri-10am-6pm and sat-sun-8am-4pm

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★ 5

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★ 1

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★ 5

Great gym!

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★ 4

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★ 1

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★ 5

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★ 5

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★ 1

Let me start by saying I never write reviews... this is my first ever. But I felt I needed to warn potential future patrons from this establishment.

I was originally a member of the Fitlab in Pinardville that got bought out by Zoo. I have been trying to get out of my now expired contract for 3 months. I have been told multiple times I am all set only to continue to be charged every month. They have been condescending and rude and I feel like they are placing the blame for this on me when they’ve been feeding me misinformation on how to cancel my contract all along. I would strongly suggest you stay away from this gym unless you never plan to leave it. Their business practices are very shady and you will regret it.. I know I am and I never even had any choice in the matter.

Source: Google

★ 1

They do not honor own contracts.

Source: Google

★ 4

warning: they will do their best to prevent you from leaving.
I've had a membership here since 2014. I signed a 12-month contract that expired summer 2015, and was told I can cancel "whenever I want" after it expired. I'm now in the final stages of closing on a house that's out of reasonable driving range for a gym visit (and has room to set up my own little workout space), so I called to cancel my membership. I was told by the gentleman who answered the phone that "you can only cancel in person or via a certified letter". Now this is just absurd, and the only logical reason is to make it difficult to leave. It's an intentionally anti-consumer practice to try and build revenue from subscribers who do not actually use their facilities. I'd like to note here that I *have no contract* at this point, and am *paying the normal rate*. Any argument that this is "for consumer benefit" to prevent someone other than the member from cancelling without permission is an outright lie. All I would have to do would be sign back up and I'd be right back where I was.

The facilities were nice. They were always clean, and had options for free weights and machines. I just think that their cancellation policy gives some insight into what they actually think of their members... profit will always come first.

edit: I got in contact with Julian at the Concord location (see reply) and was able to work this out. He was very helpful and explained that the in-person or certified mail cancellation requirement is a franchise (Zoo Health Club) not franchisee (Zoo Health Club: Manchester) policy. As a result of his assistance I have added a few stars onto the original review. I am still not giving it a full 5 stars because the original point that this is an anti-consumer policy still stands, and perhaps this will spread the word a bit better than nestling it somewhere in the initial agreement. I absolutely appreciate Julian reaching out and allowing me to cancel via phone, but it should not require public shaming and a very helpful local franchisee to make this happen.

I also fixed some dates/contract details in the original review for accuracy.

P.S. I would also like to call out the flaw in the "it's an industry standard" argument that was provided. This is just an example of an argumentum ad populum logical fallacy. "everyone does it so it must be right". Another classic example would the the cable industry's tendency to add unannounced fees to your cable bill... a practice so widely acknowledged to be predatory that it was just banned by the federal government in a bipartisan bill. Instead of following the pack, be the company to stand out with consumer-friendly account management. Allow cancellation by phone, or dare I say... the internet? Perhaps in 2020 accepting a mode of communication that was invented sometime in the last century would be smart. I just managed to get a mortgage entirely online, yet I'm expected to send a letter via snail mail to cancel my gym membership...

Source: Google

★ 5

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★ 5

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★ 5

Management is great, best gym around hands down.

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★ 5

Just came back from first workout at the Zoo in Concord....AWESOME! Great layout and lots and lots of toys to play with! So worth the wait. Best gym ( by far) in Concord.

Source: Google

★ 1

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★ 1

Decent gym. Great best 24 hour gym in the city. Big problems with communication with billing. I didn't renew my membership. They didn't contact me, charged me an extra 4 months. Then sent the bill to a debt collection agency without even calling or emailing me. Bad business practice. 144 dollars later, no blemishes on my credit happened. Hope they don't continue this to other people.

Source: Google

★ 4

When will the zoo gym open in Concord, NH? I signed up in May but have not heard anything.

Source: Google

★ 4

Generally a good place. In the afternoons it's a busy but the staff is always helpful.

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★ 4

Gyms nice, full workout, wifi sucks. (Wifi has been updated with 1st and second floor signals. Much improved)

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★ 1

Horable experience, do not come here.

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★ 5

Only been coming a few days, but the equipment is adequate and there’s plenty of it.

Just stay away between 5-7pm. It’s literally a Zoo then

Source: Google

★ 5

Great gym

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★ 1

I chose to join the simsbury location back in 2013 because it was at a very convenient location. I was a very loyal member for a couple years and I had to cancel my membership because of hidden fees. I couldn't take it anymore. This year I joined again because the management changed and the gym improved a lot but I still get hit with another hidden fee. I tried to get a hold of Ernesto or Julian twice and they still never got back to me. One of the members at the Manchester location picked up and I explained my situation about an 18$ increase in my bill and they said it's a maintenance fee(for that month only). You guys really need to be clear at the very start of a contract of what we'll expect to pay. What he said was "oh that's our bad in our part." This is an example of poor customer service. A maintenance fee is something you guys need to be responsible of and not expect the members to pay. They're full of frauds!!

Source: Google

★ 1

EDIT: THEY CHARGED ME AGAIN!!! For crying out loud I was told and provided with a receipt that I was released from their membership. I sign into my online banking app and see a charge for Nov 8th from Zoo but that didn't make sense to me because I was told I was being charged one last time and it would be for the month of November. I will be in contact with their corporate offices and raise hell and high water because of how terrible their own employees understand or explain policy and contracts. I warn anyone, anywhere, the gym is not worth this. The gym facility is clean and taken care of but for the love of God I have been charged over 400 dollars for a gym I don't live near. A family member being diagnosed caused me to move my life away from this place and they're just enjoying the free money they're getting every month. Do not give these predators your information or money.

I found the gym itself to be in incredible condition and clean while I was able to go there. I am giving 2 stars however because I was paying a membership fee for over a year and a half as a college student (24 something a month) but I moved to another state due to a family loss and change of lifestyle/job. Think the gym's corporate business model cares that someone is charged 8 months past their year contract with exactly zero days of checking in? Of course not. I still have the "free" training day with my signup that was given up on after 2 months. This gym has just informed me their "quit in 5 minutes(after the first year)" requires an additional 30 day waiting period and one final credit charge. So unless you would prefer certified mail, being in person on your day off, or whatever the fine print nobody reads actually says they will probably charge your credit card until you die. My interaction with this facility is that if I didn't show up for five years they would've still charged my credit card. I find that dishonest and rather annoying that after canceling a membership due to being in another state with other responsibilities to worry about I have yet another month of gym membership in a place I obviously don't live by.

My advice with this facility is prepare for such a small charge to really bug you.

Source: Google

★ 5

Great environment, friendly staff, and love 24 hour access.

Source: Google

★ 1

Terrible customer service. They tell you that you can freeze your memebership at anytime. But when you go to freeze it they make it difficult. Bad communication throughout the entire gym. You will speak to one employee about something and they will never relay the message to the appropriate person. I was told 2 times my account would be frozen but yet I was still charged for the month!!!! Then when you call to resolve the issue they say there’s nothing they can do !! So I suffer because of YOUR failure to communicate with each other. I will NEVERRRR return to this gym. Don’t waste your money. There’s other gyms around that are cleaner and have no contract!

Source: Google

★ 5

We are very supportive and will highly recommend The Zoo to anyone looking for Great customer service, top of the line and well maintained equipment, fun classes, good trainers, and all around fun, exciting, and clean environment.

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★ 2

Decent exercise equipment..not so friendly service. Customer Service is everything to me so... Needless to say I was 50/50 on how to feel about Zoo Health Club.

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★ 1

I find the policy of having to come in to talk over pricing to be ridiculous. I'm calling around to efficiently narrow down which place to sign on with. To find out that this particular company forces you to take the extra time and effort to drive there just to talk... Pricing must be pretty high if they feel they're going to scare you off by telling you over the phone.

Source: Google

★ 5

One of the best gyms I've been to in NH. Very clean. Nice, modern equipment with lots of variety. Has two levels, upstairs is machines and cardio and downstairs is squat and crossfit weights. It's practical stuff too, not super specific bs targeted machines. This gym has plenty of space with a very friendly atmosphere.

The people here are dedicated and it shows. It's also fairly easy to do HIIT training since either level has cardio equipment close to either setup. It is also the cleanest gym I have visited.

It's a shame I don't live in Manchester because I would totally go here every day.

Source: Google

★ 5

Best gym in manchester area. Constantly growing and stays very clean. The owners clearly care a great deal about having the best gym possible!

Source: Google

★ 5

I've been coming to this gym for over 3 years and for good reason. The staff are friendly and the equipment is well kept. After the new expansion, the gym offers even more of a variety of equipment than before so no matter what your goals are, this gym will meet your requirements.

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★ 5

Best gym I’ve ever been to! Workers are super nice as well as all the the members. I always get a great workout in.

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★ 5

If you're looking for a great, un-intimidating, friendly, clean space to work-out, go to The Zoo.

1. The staff could not be friendlier or more helpful. The Zoo would get 5 stars just based on the staff at the front desk.

2. The gym is clean, well-organized, and has everything I would need. The machines and spaces are new, and the music is never too loud or obnoxious, but perfect for ambient gym music (I don't like to wear headphones when I exercise).

3. Can't beat the price. One of the best gym membership values I've ever seen.

Source: Google

★ 5

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★ 5

The Zoo is a great place to workout, good staff, people and environment. Couldn't be happier on a daily place to visit ! plus the new expansion to the gym and equipment is top notch. 👍🏻💥

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★ 5

What an experience! This gym is amazing , is clean and the equipment are so well maintained. The owner Julian is the most helpful person I have ever met . By far the best gym I have been too, I already recommended to all my family and friends .

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★ 5

Love this gym. Clean, and professional yet fun. Awesome place to train.

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★ 5

I've been going here for about 4 years or so now and love it. This gym has all the equipment that you need and isn't nearly as packed as some of the other gyms that are in the area. Very friendly staff too.

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★ 5

Best gym around. Great staff and great equipment

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★ 5

Great gym! Staff is very friendly and kind. The gym is clean and not to crowded even at busier times. Highly recommended.

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★ 5

Best gym in the area

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★ 5

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★ 5

Beat in Manchester!! Member at many different gyms over the years. Zoo does a great job with equipment, cleanlisness overall, staff and the personal training crew. Should only get even better with the new expansiom

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★ 5

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★ 5

Great place. Staff is very approachable and easy going. Gym is clean. Nichole is awesome. Super pumped for the new area!

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★ 5

Awesome place, helpful staff, great resources for people of all levels. Give it a try you won't regret it.

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★ 5

Awesome gym, always clean, and everyone is wicked nice!

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★ 5

I love going here, never too crowded (but I go in the morning)...started doing the classes and couldn't be happier. One price gets it all. The daycare workers are fantastic with my daughter!

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★ 5

Good atmosphere. Plenty of equipment, not too crowded ever. Staff are very friendly and helpful, everything I'm looking for in a gym.

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★ 5

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★ 4

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★ 5

Gnarly gym, great members, great staff. No discrimination here. Great for powerlifting 👍🏼💪🏼

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★ 5

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★ 5

Staff is knowledgable and friendly, the entire facility is clean, and it's 24 hours. What more can you ask for? I've been going to The Zoo (Manchester) for over two years and refuse to change gyms.

Source: Google

★ 5

First day at The Zoo and I loved it. Staff doesn't just sit around, they interact, mentor, and train everyone and anyone. I love everything about the gym. It's CLEAN and the equipment is maintained. I wish I could give more than 5 stars. Nicole and Garret rule.

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★ 5

Staff is great and friendly, Brand new equitment, facilites are beautiful and clean, good crowd but I never have to wait for a machine or rack. Tons of classes

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★ 1

Aweful customer support. The "owner" has no pull with his own company to fix wrongs. Out of a good chunk of money because of this gym.

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★ 5

Great atmosphere and staff is very helpful.

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★ 5

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★ 5

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★ 5

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★ 5

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★ 5

Staff is awesome! Very friendly and helpful. Great pricing! New equipment and never have issues with broken equipment

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★ 5

Overall great gym as a whole. Friendly, experienced, and knowledgable staff who are always willing to lend a helping hand or fitness pointer. Extremely clean, well maintained and new equipment. Can't beat the 24 hour convenience of both locations! Highly recommend!

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★ 5

Great facility, with very helpful and eager staff members.

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★ 5

Best gym in Manchester. Great staff and they are very friendly.

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★ 5

Great gym, open 24/7. Doesn't get too busy and has a good assortment of equipment for the size.
Staff is friendly and welcoming.

Source: Google

★ 3

It is a good place to work out. Staff very helpful, good equipment and clean. Their taste for music is awful, which would not be so bad if they did not crank it up so loud. My Bose noise cancellation ear phones are not help .I have to limit my workout to no more than a half hour.

Source: Google

★ 5

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★ 5

Friendly staff, always clean and its always open, wouldn't go anywheres else!

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★ 5

I moved from Boston and trained @ LA Fitness. I had to find a comparable gym. I moved walking distance from the Goffstown Fitlab...What a joke...I then went to the Executive, I felt more comfortable at a funeral.

Listen; I joined the Zoo, spent little money; got awesome results and even starting heading up Personal Training there. Julian (owner) Garrett (manager) and their team are awesome. I guarantee you this is hands down the best fitness club in NH.

Source: Google