ComplaintsforGoodlife Fitness Clubs (H.O.)

• Initial Complaint

  24/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On April 16th at the gym, a staff member noticed my workout form was off and offered a starter package, which I accepted due to hitting a plateau. We met on April 18th; he gave dietary advice and measured my weight and body fat, then suggested personal training sessions. I initially hesitated due to the cost but later agreed to a short-term deal of 10 sessions for $750 after he mentioned they could be canceled anytime.After attending 8 sessions, I tried to cancel, only to be informed by the fitness manager that I was unknowingly signed up for a 12-month contract with a $650 cancellation fee not previously disclosed. The manager acknowledged the error after reviewing our chats and asked me to email him for further investigation on June 5th. Despite my efforts to follow up, I received no response.On June 12th and 18th, attempts to contact or meet the manager were unsuccessful, and I was informed on June 13th that he was on vacation until July. The front desk promised a follow-up by June 21st, which never came. When I tried to cancel my sessions, I was told only the fitness manager could do so, leading to further delays.This situation is unacceptable. GoodLife changed the session duration agreement without proper disclosure of fees, and the managers lack of action has prevented me from canceling. I demand a refund for the sessions from June 7th onwards and the cancellation of the fee, which was never part of the initial agreement.

  

  Business response

  24/06/2024

  Good evening Zhibo,
  
  Thank you for contacting GoodLife Fitness *********** regarding your Level 2 Personal Training Agreement. 
  
  Please know that we appreciate your concerns, and while it is expectation that our associates review the details of your contract at sign-up,it is also each members responsibility to review their individual agreement prior to signing to accept. For this reason, our members have a 10-day timeline under the Consumers Protection Act to cancel their agreement with no penalty should they not agree to the terms of their agreement with us.
  
  We have taken a look into your account on your behalf and were unable to locate any documentation on your file to confirm that a cancellation request was made within the 10-day regret period. As stated in your membership agreement is, This Agreement commences on 30/04/2024 and expires on 29/04/2025. If you wish to cancel this Agreement prior to the expiry of the Binding Period a cancellation fee equal to twenty (20%) of the Total Amount Payable during the Binding Period will apply (plus applicable taxes).

  At this point in time, as *********** can only go by the documentation on file, we cannot verify that a cancellation should have taken place without documentation proof, or confirmation from the club associate verifying that a cancellation should have been done. To confirm, we are unable to verify verbal conversations at the Club level. Please revisit your local Club, e-mail the General Manager at ****************************************************************** or the Assistant General Manager at ******************************************************** for assistance regarding verbal conversations at the Club level.

  As noted, we can see that you are still within your Training commitment period with us until 2025. While we are sorry that you are wanting to end this early, we are happy to offer you the option of paying the early buyout fee of 20% of your total contract value to terminate this agreement early. As this early buyout fee must be paid in full at the time that you request to cancel, we are not able to process your cancellation by via e-mail or BBB case. To process your cancellation and pay this fee, you will need to go into your local club, or call Member Support Team at ************** (Monday to Friday, 9AM to 5PM EST).
  
  Thank you for reaching out to us, 
  GoodLife Fitness *********** 

  Customer response

  24/06/2024

  I undersatnd that I have responseability to review the agreement after I signed it, but the problem is it is also your reponseability to at least tell your member the basic information, I have attached the text message between me and the my personal trainer, he stated very clearly that what he offers me is a 10 session short term training,  when I am  signing up the agreement, he did not tell me anything except the price of each training session. I used have a short term training session with good life before so that's why I trusted my personal trainer, but the fact is that he did not worth my trust. I will take this case as a ******* but at least you can reduece some amount of early canclelation fee. Also, I asked the refund for the personal training session after Jun 5th is also reasonable, cause I can proof that I asked for the cancle my personal training session on Jun 5th, the reason why I wait until today is because the fitness manager said he need investgate this case and asked me to wait, yet  he did not answer me anything until today, which is another betrayl of my trust, and since he is on his vacation I still can't cancle it until he is back. 

   

  I am willing to pay the early canclation fee, but for full amount is unfair to me because your employee didnt do his job of telling me the full information of the agreement, and the refund of my personal training session is what that fitness manager promised me at the first day I talk to him, the screen shot of the email that I send to him can prove that I have asked for the cancle on the Jun 5th.

  Customer response

  24/06/2024

   
  Complaint: 21893651
  
  I am rejecting this response because:
  
  I undersatnd that I have responseability to review the agreement after I signed it, but the problem is it is also your reponseability to at least tell your member the basic information, I have attached the text message between me and the my personal trainer, he stated very clearly that what he offers me is a 10 session short term training,  when I am  signing up the agreement, he did not tell me anything except the price of each training session. I used have a short term training session with good life before so that's why I trusted my personal trainer, but the fact is that he did not worth my trust. I will take this case as a ******* but at least you can reduece some amount of early canclelation fee. Also, I asked the refund for the personal training session after Jun 5th is also reasonable, cause I can proof that I asked for the cancle my personal training session on Jun 5th, the reason why I wait until today is because the fitness manager said he need investgate this case and asked me to wait, yet  he did not answer me anything until today, which is another betrayl of my trust, and since he is on his vacation I still can't cancle it until he is back. 
  
  I am willing to pay the early canclation fee, but for full amount is unfair to me because your employee didnt do his job of telling me the full information of the agreement, and the refund of my personal training session is what that fitness manager promised me at the first day I talk to him, the screen shot of the email that I send to him can prove that I have asked for the cancle on the Jun 5th.
  
  Sincerely,
  
  *******************

  

  Business response

  26/06/2024

  Good afternoon Zhibo,

  Thank you for your response and for providing information regarding your situation.

  We understand your concerns about the communication and expectations set by your personal trainer at the time of signing your agreement. While we appreciate your willingness to share text messages and emails, unfortunately,we are unable to translate/verify the content of screenshots provided. As stated in your membership agreement, "There are no promises,representations, understandings, or agreements between us other than contained in this Agreement. Any changes must be in writing, signed by both you and GoodLife."

  We regret that we are unable to verify verbal conversations or informal agreements that *** have taken place at the Club level. Based on the signed agreement on file, your Total Bi-Weekly payment is $250.80 plus applicable taxes, with a binding period from 30/04/2024 to 29/04/2025. The early cancellation fee, as noted, is 20% of the total contract value, which must be paid in full at the time of cancellation.

  We appreciate your willingness to pay the early cancellation fee and understand your request for a reduced amount. However, as per the terms of the signed agreement, we are required to enforce the full 20% buyout fee.

  We have sent an email on your behalf to the Fitness Manager, General Manager, and your Trainer for assistance regarding the conversations that occurred at the Club level. We have asked them to contact you directly for further assistance -- We hope this will help in resolving your concerns.

  Thank you for reaching out to us.

  Sincerely,
  GoodLife Fitness Home Office

• Initial Complaint

  20/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  At the end of May 2024, I switched back to a corporate plan at Goodlife. During this time when I had switched plans, I received an error when trying to use the facilities, which I had asked the employees about and they were not able to give me a clear answer but allowed me to use the facilities as it showed the membership was still active and paid for during that time. I has received an email (attached, received June 4 2024) saying I had $5.81 overdue and was expecting to pay that at the front desk the next time I went in. The next time I went in they told me that I owed $46.48 even though I hadn't received any notices of this amount being overdue and by this point I had already fully paid for the next month on the Corporate plan. The employee working had stated that my membership was still active and that I would be able to use the facilities but gave me the corporate office number to call. My account is linked to my brothers account so he called corporate and they let him know that I only owed $5.81 and that I would be able to pay at the front desk next time. I went in to Goodlife and this time expecting to pay $5.81 as per the overdue email and what corporate said over the phone but the employee said I had to pay the $46.48 but said that I could come see the manager when he was in. I agreed to pay the $46.48 at the time as I wanted to be able to use the membership that I had been charged for and decided to contact the manager. I spoke to a manager in person, going through both mine and my brothers accounts and it seems they had double charged both of us for periods in between May 13 and June 15 2024. She was not able to clarify why I had been charged and referred me to the Privacy Officer. I believe my brother has also been double charged without his knowledge. In the attachments you will see the invoices the manager showed me and it seems clear that there was definitely overlap in payments.

  

  Business response

  23/06/2024

  Dear *****,

  Thank you for reaching out to us regarding your recent billing concerns. We apologize for any lack of clarification or confusion regarding the billing and hope we can provide some clarity.

  After carefully reviewing your account, it's evident there was a transition period between your previous Premium - Bi-weekly membership and your current Essential Zone A - Monthly membership.

  Here's a summary of the adjustments made:

  Your Payor removed you from their account and billing on May 15th, resulting in an owing balance for your Premium - Bi-weekly membership. A payment of $46.48 was owed, which you subsequently made at the Club, covering club access from May 27th to June 11th. However, you were then re-added to your Payor's account effective May 30th, with an Essential Zone A - Monthly membership. The first payment due for your Essential Zone A - Monthly membership was pro-rated to cover club access from May 30th to July 15th (over 1 month of access), with a total payment of $90.21. This payment is confirmed on Page 1 of your signed membership agreement. However, a portion of your previous payment of $46.48 was applied to this first payment, resulting in a remaining owed balance of $52.44. Therefore, $52.44 for deducted on June 3rd for your individual Essential Zone A - Monthly membership, covering your club access until July 15th. Your next monthly payment for your individual membership will be on July 16th, in the regular amount of $58.26 (including tax).

  Altogether, the payments made are correct, covering your club access until July 15th. While we cannot provide details regarding your Payors account, we can confirm the June 3rd payment was for your membership only, while the June 16th payment was for your Payor's membership only. Moving forward, yours and your Payor's payment schedules are aligned (i.e. 16th of each month, with the exception of non-business days).

  If you have any further questions or concerns regarding your membership or billing, please do not hesitate to contact our Member Support Team at ******************************************************** or by calling ************** (Monday to Friday, 9 AM to 5 PM EST).

  Thank you for choosing GoodLife Fitness.

  Sincerely,
  GoodLife Fitness Home Office

  Customer response

  23/06/2024

  Would I be able to receive a full breakdown of the amounts paid for my account and what periods it covered. Thanks!

  

  Business response

  24/06/2024

  Good afternoon Asini,

  Please visit our Receipt Request website ****************************************************************** to request a breakdown of your membership dues. Please note if any payments were made with the Payor's banking information, the Payor will need to fill out the form with their own personal information. If you have any questions regarding the breakdown, our Member Support Team is here to help via ******************************************************** or via phone ************** (Monday to Friday, 9AM to 5PM EST). 

  To re-confirm:

  - $46.48 was paid at the club, providing access from May 27th to June 11th with your Premium - Bi-weekly membership

  - You then registered for a new membership, an Essential - Monthly, in which a payment of $90.21 is owed, providing club access from May 30th to July 15th (over 1 month of access). This payment is pro-rated to align your payments to your Payors (i.e. 16th of each month). Your next payment will be on July 16th. 

  - As there was an "overlap", $37.77 (from your $46.48 payment) was applied to your June 3rd payment. Altogether, only $52.44 was deducted on June 3rd for your membership, as opposed to $90.21 on Page 1 of your Agreement. 

  - Of the $46.48 paid at the Club, $8.71 was for your club access on May 27th - May 29th. While the remaining $37.77 was applied to your club access from May 30th to July 15th (in addition to the remaining owed $52.44 deducted on June 3rd)

  Warm regards,

  GoodLife Fitness Home Office 

• Initial Complaint

  13/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is a complaint against GoodLife Fitness located at *********************************************, regarding their refund policy and practices related to my personal training plan.On April 6, 2022, I visited the GoodLife Fitness ******************* and ***** location and was persuaded into signing up for a personal training plan. The staff rushed the process, and I ended up paying the first installment on the same day. Shortly thereafter, due to unforeseen financial difficulties and an impending move to another province where there are no GoodLife Fitness locations, I contacted the gym to request a refund within the stipulated timeframe.However, despite my request, I was met with continuous excuses and refusals. Eventually, they offered to refund the amount to my GoodLife account, which is not a feasible solution for me as I have moved provinces and cannot access any GoodLife facilities.I have repeatedly requested that the refund be processed through my original method of payment (credit card), but my requests have been consistently denied. I was even informed that I need to visit a GoodLife location in person to receive my refund, which is impractical given my current circumstances.I believe this conduct is not only unfair but also contrary to standard business practices regarding refunds, especially given that I am well within the timeframe to request a refund if $210.56.

  

  Business response

  13/06/2024

  Dear *******,

  Thank you for reaching out and sharing your concerns with us. We apologize for the inconvenience you have experienced regarding your refund request.
  After reviewing your account, we can confirm that you have a credit of $237.93 on file and are eligible for a refund.

  For privacy and security reasons, we do not retain credit card information, and therefore, we are unable to process the refund directly to your credit card. To facilitate your refund, you have two options:

  1. You may visit your nearest GoodLife location with your credit card
  2. You can call our Member Support Team at ************** (Monday to Friday, 9AM to 5PM EST) with your Direct Deposit Information and we will submit the refund to your banking account. Once submitted, the refund will take up to 7 business days to process.

  We apologize for any inconvenience this may have caused and appreciate your understanding. We are committed to resolving this matter promptly and ensuring your satisfaction.

  Sincerely,
  GoodLife Fitness Home Office 

• Initial Complaint

  24/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On May 9th, 2024, while using a Goodlife facility, my locker was broken into and items stolen. Upon discussing with the facility management and staff, it was evidence (based on information they provided) that they had some awareness that there was suspicious activity and undertook no measures to prevent and/or mitigate the concern. The theft resulted in over $650 of work I spent to prevent further theft of property and belongings due to the items stolen. I raised the concern on May 9th with Goodlife via their online feedback portal, and have attempted to connect with the facility multiple times, social media, and customer service with no follow up to/with me on the complaint or status. I have yet to receive contact from their risk management team despite numerous attempts. Further, the facility manager seems to never be available anytime I call, as I have been asked to do. I believe there should have been more done (based on information mentioned to me by facility staff/management) on the day of the incident, and the follow up customer service has been below negligible. I would like my membership fee for the year returned and some type of contact and apology for the lack of empathy / sympathy for the situation and the lacklustre follow up response.

  

  Business response

  27/05/2024

  Dear ****,

  
  Thank you for bringing this matter to our attention, and for your patience as our *********** team investigates the incident you experienced on May 9th, 2024, at our *************************** Centre Club.

  
  We sincerely apologize for any distress and inconvenience caused by the theft of your belongings and the subsequent handling of your concerns. Firstly, we would like to address your concerns about the security measures at our Club. While we do our best to maintain a safe environment, we regret that this incident occurred.As per our policy, members are advised to use their own locks for the lockers,and the use of lockers is at the Members own risk; GoodLife Fitness is not liable for any theft of or damage to property. Nevertheless, we understand that this situation has been troubling and assure you that we take such incidents very seriously.

  
  Our Member Support Team filed an Incident Report (#SR-1375394) on May 9th to be investigated by our Risk and Safety Team, who are currently reviewing all details related to the incident. We appreciate your patience as this investigation proceeds. Regarding the lack of follow-up from our Clubs Management Team and Member Support Team, we acknowledge that our response has fallen short of your expectations. This is not the level of service we aim to provide, and we are taking steps to address these communication gaps internally to ensure better support for our members in the future. For the privacy of our Members, our Member Support Team does have access to the full details of the investigation, but we can confirm the incident is being thoroughly investigated.

  
  Your request for a refund of your membership fees for the year, along with other considerations, has been forwarded to our Risk and Safety Team as part of their investigation. We assure you that our team will communicate the outcome of the Incident Report to you as soon as possible. We offer our sincere apologies for the lack of empathy and support you felt during this time -- We are committed to improving our services and ensuring that all our members feel valued and supported.

  
  We will continue to monitor the progress of your case and ensure that you are updated promptly.Should you have any additional concerns or require additional assistance,please do not hesitate to reach out to us directly at ************** or *********************************************************
  Thank you for your understanding and for giving our team to the opportunity to investigate further.

  
  Sincerely,
  GoodLife Fitness *********** 

• Initial Complaint

  03/05/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  GoodLife Fitness is dragging out my cancellation and refusing to let me cancel because it does meet their policy.I contacted them via email on April 22nd at ****************************************************** requesting to cancel along with a note from my psychiatrist stating my reason for cancelling. I got a reply on the 24 stating they would process my request. They waited till May 2nd to tell me my request did not meet their policy. The contract I signed states under consumer rights; you may cancel this contract at any time if, due to physical, medical or mental disability, your continued participation in the services is unreasonable due to your condition or is likely to endanger your health as substantiated by a medical or nurse practitioner.

  

  Business response

  03/05/2024

  Good Day Franny,

  We have reviewed your case and the attachments you have provided. We will confirm that the information you have been provided is correct. It is never our intention for the member to feel that this is being dragged out, however your case was needing to be reviewed first, which is why you did not receive a response immediately. 

  While we are sensitive to your health privacy, the medical note does not provide any information regarding the length your physician expects you to be unable to exercise/ the reasons behind it. GoodLife would be more than happy to re-review your situation with more information outlined by your doctor. 

   

  We look forward to being provided additional information so that we can revisit the available options. During this process we appreciate your patience and understanding. 

   

  We look forward to hearing from you. 

   

  Customer response

  04/05/2024

   
  Complaint: 21660677
  
  I am rejecting this response because:

  I do not need to provide the information your a requesting it does not say that in the contract. 

  The length of time does not matter as I will not be returning

  And the reason is on the note.

  I implore you to speak with my psychiatrist whose name is in the doctor's ******************* ask that at this time if that you do not or charge me or pause the payments (and refund the last payment)  while you take you time to decide on the resolution of this situation 

   

   

  
  Sincerely,
  
  ***********************

  

  Business response

  08/05/2024

  Good afternoon ******,

  Thank you again for connecting with us regarding your Level 3 Personal Training cancellation. We submitted ticket #SR-1374191 to our Research Team and Personal Training Divisional Manager (PTDM) for further review of your refund request. While our policies and procedures require the duration of time a member is unable to train for in the medical note, our team has approved your medical note as a courtesy. Moving forward, your Ultimate - Bi-weekly membership and Level 3 Personal Training agreements are cancelled. We have refunded your recent pre-authorized payment and also credited the remaining Personal Training sessions on file. A credit of $2,585.52 remains on your file and will be refunded to your account on May *********.

  Please note you remain listed as the payor for ***** and ******'s bi-weekly memberships. If you wish to be removed as their payor, please contact our Member Support team via phone, e-mail, or a DM on social media. Your add-ons may also contact GoodLife directly to provide their own banking information. 

  Thank you again for connecting with us! If you have any additional questions or concerns, please do not hesitate to reach out.

  Warm regards,

  GoodLife Fitness Home Office 

  ************** 

  ******************************************************** 

  Customer response

  09/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was charged $130.95 & never joined app I do have My Fitness Pal NOT Good Life

  

  Business response

  02/05/2024

  Hi ****,

  Thank you for your submission. Looking into the transaction from the screenshot provided, we will confirm that this charge is not associated with GoodLife Fitness in ******. We also noticed that you reside in *****************, whereas GoodLife does not operate outside of ******, nor do we accept US bank accounts for pre-authorized payments. 

  We would suggest contacting your bank to discuss the available options, as we are unable to assist you further. 

• Initial Complaint

  10/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I believe that they misled me into signing a personal training contract and then, against my instructions have debited my bank account several hundreds of dollars, despite multiple attempts on my part to cancel the contract. I have reached out to the GoodLife *********** in ******, ******* and have spoken to the front desk, the trainer and the Fitness Manager at the local club on multiple occasions and have gotten nowhere. As of this writing, I have been trying to cancel this contract for nearly 7 weeks and it remains uncancelled. GoodLife is insisting I pay them approximately $1,600 before they will cancel.In late November 2023, I approached the Goodlife front desk at the local club and asked them if they provided physiotherapy sessions to help treat a sore elbow I was experiencing. The front desk introduced me to the Fitness Manager, *****, who said they didnt offer physiotherapy but that they could set me up with a training program that would be better than physiotherapy and fix my problem with my elbow. The sessions ***** signed me up for cost nearly $8,000 a year. I mistakenly thought that the training would about $1,500 a year. I made a nearly $250 prepayment, mistakenly thinking that that payment would cover the 1st two months. It did not. Around the Christmas holidays, a large payment of more than $300 was debited out of my account. Upon learning of the debit to my account, I reached out to the Goodlife Front Desk but was told that since it was the holidays, to wait until the new year when more staff were available. I waited. Payments kept coming out every 2 weeks while I tried to talk to the local club and their head office but got nowhere. I hadnt received any contract until late January, even the *********** couldn't locate my contract through their member portal. When I spoke to the *****#, the Goodlife lady said I could access my contract via their member portal through my phone but she couldn't find any contract in my portal.

  

  Business response

  13/02/2024

  Good Day *****,

  Our team has reviewed your complaint in addition the past interactions you have had with our member support team. The information you have been provided through the multiple channels is accurate, as each member is responsible for reviewing their personal training agreement. As per the consumer protection (cited on the top of the second page in bold), you are allotted 10 days (including the date of signing) to review the agreement and terms in their entirely. GoodLife does not take ownership for those who do not review this crucial document, as all the policies are outlined clearly on our agreements. 

  With regard to the buyout, this can be further cited underneath section 3 as follows:

  'If you wish to reduce the frequency of your Sessions and/or the level of Personal Trainer during the Binding Period, a downgrade fee equal to 20% of the difference in the Fees payable for the balance of the Binding Period (plus applicable tax) will apply.'

   

  While we understand this is not the answer you had hoped going through this channel, we will advise that the buyout is owed, along with all other bi-weekly fees up until the agreement has been cancelled (by collecting the buyout). You can make that payment through our member support team or by visiting your local club. 

  Customer response

  13/02/2024

   
  Complaint: 21274958
  
  I am rejecting this response because:

  Firstly, I didn't receive a copy of my contract until January 31st via email from employee *********************** (after asking for a copy multiple times). Thus the 10-day cooling off period wouldn't start until that point.

   

  Secondly, this point often gets glossed over...I sought your organization out for physiotherapy for a sore elbow, was told no, it's not a service you offer but your Fitness Manager ***** told me you offered personal training, which was better than physio and would fix my sore elbow....Unfortunately, it did not. Your Fitness Manager is unqualified to make such a statement but he did. Your Fitness manager was obligated to fully explain and make sure I understood cancelation policies but he did not. It begs the question...are your staff trained to induce clients to sign up for costly personal training? Are your staff qualified to make such statements that they can heal injuries? The entire experience comes off as shady and slick. I have made a complaint to the ******** of ******** Affairs. I have also given your club a 1-star ****** rating and I have canceled my entire gym membership and now I am a member of Movati after being your client on and off for nearly 13yrs. That says something about how rigid your entire position is on this matter--when confronted with the facts, you merely shrug your shoulders. I won't stop until I get this matter resolved. 
  
  Sincerely,
  
  ***************************

  

  Business response

  13/02/2024

  Good Day *****,

  A copy of your personal training agreement was emailed as an attachment the same day that you registered for the personal training package (Nov 27, 2023 approximately 12:10pm). Like any service agreement, it is the member's responsibility to review the agreement accordingly/ request for your agreement in a timely fashion in the event it is not received the day of signing. Based on our records, the email was sent accordingly and timely from our end (allowing you to review the agreement during the initial 10 days).

  We are not able to speak to what was discussed between you and the trainer, as we were not present for any of the sessions or initial consultation. At home office, we refer back to the original agreement that you willingly signed in club (this policy can also be cited under section 12 on your agreement).

   

  At this time we are not able to move ahead with your request based on the information you have provided. We apologize that we have lost you as a member, but we wish you all the best. 

• Initial Complaint

  23/01/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I was using personal training at Good life fitness and wanted to cancel it before the contract period. Fitness manager at my location told me that I don't have to pay the 2000$ penalty amount and that he'll stop anymore deductions. But 1 months later I am still charged around 860$ and required to pay the 2000$ on top of that to cancel the subscription. They also won't refund the 860$ even though I can't even use the sessions worth the amount due to a back injury. I need immediate stop on this unfair cancellation fee and unlawful deductions even when I'm not capable of attending the sessions.

  

  Business response

  23/01/2024

  Good Day Shekina,

  We thank you for reaching out with regard to your personal training agreement with GoodLife Fitness. We apologize for the confusion that has been caused with regard to the policies outlined in your agreement.

  Upon reviewing your file, we see that you have spoken with a number of associates with regard to your personal training contract. The information that has been provided to you previously is correct, as we are not able to waive the buyout based on verbal promises. It appears that you were advised on a number of occasions to speak with the Fitness Manager of the location, as they would need to submit this request for approval. Your personal training agreement remains ********* to the point of collecting the buyout, as that is what closes the membership. 

  If you have any new supporting documents/ information for our team (that is not already on file), we would be more than happy to look into this further for you. As mentioned previously, the information that you have provided up to this point while appreciated, requires verification (which is the member's responsibility). This can be in the form of an email from an GoodLife Fitness email, and or printed document on company letterhead. We strongly urge that if you have not followed up with the Fitness manager, that you do so as soon as you can (to avoid additional payments being processed as the agreement is still active).

   

  Thank you again for your time. 

  Customer response

  23/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  15/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I, ********************************************, am currently experiencing a challenging situation with GoodLife Fitness regarding my personal training sessions. Following an accident on October 17, 2023 that necessitated rehabilitation, I provided the requested doctor's documentation to GoodLife. Despite this, the gym deemed the documentation insufficient and terminated my membership while continuing to charge for unused Person Training sessions, even proceeding to involve collections. Feeling unfairly treated due to my accident and rehabilitation needs, I am requesting a reinstatement of my membership, a freeze on my payments, and an adjustment to my training plan to accommodate my physical and financial recovery. I have also reached out to ******************************* <*********************************************************> National Manager of Personal Training Customer Experience for assistance in resolving this matter with compassion and understanding. Please help me. *********

  

  Business response

  16/01/2024

  Hi *********,

  Thank you for connecting with the GoodLife Fitness *********** team regarding your membership and personal training.

  We have taken a look into your account and it appears the situation has been resolved. We have provided a complimentary membership, commencing from October 13 2023 to July 12 ****. Your Personal Training agreement has ended, and 16 sessions remain on file (expiry of June 30 ****). In addition, there is no owing balance on file. 

  Please let us know if you have any questions or concerns.

  Wishing you well in health and fitness, 

  GoodLife Fitness 

  Customer response

  16/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I had already been given a Platinum membership this year. I hope this is what will be reinstated.
  
  Sincerely,
  
  ************************************************

• Initial Complaint

  13/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am writing to express my deep concern and frustration with the ongoing lack of customer service with ********************** generally. Over the years, Goodlife has implemented numerous of unnecessary fees, and lack of concern towards their customer. There have been numerous times, where the fees keep building up without any warning. The most recent incident includes, when I asked to freeze my account in 2023, till the End of Dec. I have received a confirmation email, letting me know that the payments will resume on the 27-Dec. By this time I have changed my bank information, and had planned to call/ change my bank info online before the next submission, however I have received an email claiming that they were unable to retrieve money from my old bank account which does not have any funds, and because of this, they would charge be an extra $25. I went on their member portal to change my bank information, well before they claimed they would "try again" to take the money. Once the date passed, I was chatted with a customer service representative to ensure that the payment went through, and I did not/ would not receive any additional fees, and the customer service representative confirmed with me, I did not have any remaining fees on my account, and even emailed me proof of the conversation. Then a couple of days later I received another email claiming they were not able to retrieve the fees and will try again a month from now, with ANOTHER additional fee. I was furious when I saw this email, and felt very betrayed and disrespected. Despite the numerous times Goodlife has charged me unnecessary fees, I would go back and be a loyal customer to them, however they continuously charge me this fees, without any remorse, and I am absolutely done trying to give this gym another chance. I have warned my family and friends about the dark side of Goodlife, it just is not fair to treat customers this way, especially ones who just want a gym to call home, I am very dissapointed with them.

  

  Business response

  18/01/2024

  Hi ****. We're very sorry to hear about your billing concern. We reviewed your account and found that you did have a payment scheduled on December 22, 2023, that was returned by your bank as non-sufficient funds. We did send out and email to inform you of this, and that we would be rescheduling the payment along with a $25 service. This has always been our practice. We do not see any additional or new fees. The payment that we rescheduled did not clear, and is currently an outstanding balance on your account. Our records do not show that an error was made or that a refund is due. 

  If you have any questions about this information, please let us know. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩