ComplaintsforGoodlife Fitness Clubs (H.O.)

• Initial Complaint

  10/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello,My name is ******************* and I applied to GoodLife Fitness on ********* in ****** ******* for the purpose of providing relief for me back pain.I have recent results from my orthopaedic surgeon/ specialist that my spine is deteriorating and will require surgery in the near future if I dont ********************* therapy rehabilitation immediately. I didnt not utilize the gym exercise services or equipment located on ************************************* and the facility can verify with my membership number that I only used it once- sauna for like 15 minutes because I couldnt stay longer due to pain. With said, I am requesting a refund for the months that have been withdrawn due to lack of use because I am not permitted any physical activity (only physiotherapy) by a physiotherapist specialist Dr. **************** on Riverbend in ******, *******.Jimena, an employee with GoodLife Fitness at ****************** was belittling me and said that applying to the gym facility was a privilege, and I cant cancel right now until I pay more money to have the membership cancelled. I have a disability that the surgeon/orthopaedic specialist is treating me for (potential surgery), and I have started receiving physiotherapy with Dr. ******* in ****** *******. I am unable to utilize the facilitys services due to back/spine trauma. ****** is disregarding my limitations and is forcing me to make another payment for services I havent used in order to cancel the membership. I have requested my ALL and ANY payments they have withdrew from my account be refunded back to me immediately for non use- medical circumstances. ****** (after I sent her three emails explaining my situation and forwarding to her my medical results/reports, has continued to deny my refunds. This is biased and very unprofessional. ********************** **********

  

  Business response

  11/01/2024

  Good Morning ***,

  We are sorry to hear that you are no longer able to use our facilities due to medical. As a courtesy, we can move ahead with your cancellation request, waiving the 30 days notice required.

  With regard to your refund request, these funds would not be eligible for refund, as the service has been made available for you to use, in addition to billing not being based on usage. While it is unfortunate that you did not utilize the club as you had hoped, we are not able to refund the payments requested. This request is not an option available to any member, so it would be unfair to make an exception for one and not for all.

  We understand that this is not the answer you expected going through this channel, but we will confirm that the information you have been provided already is correct and in line with our policies and your signed membership agreement. 

  Please confirm if you would like our team to cancel the membership moving forward. 

   

  Many thanks, 

  Customer response

  11/01/2024

   
  Complaint: 21119374
  
  I am rejecting this response because I did NOT utilize your facility since I enrol in your facility except once to the sauna for 10 minutes because I couldnt sit longer than that. I have severe spinal injury and I am currently receiving physiotherapy for it with a SPECIALIST (I have been waiting to see for four months)!!!! Your actions are appalling, biased and unprofessional. I have limitations due to my severe spine/ back issues do my specialist mandated physiotherapy and if that doesnt work, I will have to have surgery to correct my issues, and you are refusing to REFUND my payments that you withdrew while I did not USE your services?!!! That is unjust and demeaning. You are punishing me by taking my money UNLAWFULLY and keeping it, even though you are aware of my disability and limitations along with the physiotherapy documentation I uploaded. You mentioned that you do not give back refund(s), well you refunded *********************** $95 approximately in October or November 2023. So, now I know that this treatment towards me is biased and judgmental because Im presenting a disability which specialists are working to help me recover while you are causing my anxiety and belittling me. I am requesting an immediate refund for NOT USING YOUR SERVICES AT YOUR FACILITY BECAUSE I PHYSICALLY CANT!!! 
   
  *******************

  

  Business response

  11/01/2024

  Hi ***,

  As mentioned, the service was made available to you. If you were unable to use to the facility, we should have been notified prior to now, as we do not backdate the cancellation requests. It is the member's responsibility to inform GoodLife that they are unable to continue for medical reasons right away, not months after several payments have been taken out, with the expectation that they will be refunded.

  We will mark today as your final payment (as we are not able to stop this), however we have waived the January 25 payment for you as a courtesy (this would have been an owed payment under the 30 day cancellation policy).

   

  We will advise again that you are not eligible for a refund for payments collected previously. 

   

  Thank you.

   

   

  Customer response

  11/01/2024

   
  Complaint: 21119374
  
  I did not know the severity of my spine issues. I have problems with my spine and I enrolled with your facility because I wanted to recuperate and alleviate the pain, although when my specialist requested an CT scan, things were worse than I thought and using the gym would have permanently disabled me. My purpose was to enrol in the gym and use the services, and not wait months and not use it and then ask for a REFUND back as you are insinuating!! This is appalling and very belittling. I did not know my back issues were that severe and potentially requiring surgery if physiotherapy doesnt work, and now you are belittling me and saying I waited this long just to receive a refund, that is totally untrue and unfair. I did not use your services due to medical circumstances and I am requesting my money back because I did not USE your services due to finding out the damage of my spine/back just recently. I did not know the severity of my spine issue until just recently and this is why I am UNABLE TO use any of the services. And as I advised *****, I enrolled to use the gym to try to ease the pain and I told him I wont be using any weights, and only using the treadmill and sauna, although I did not use any due to my pain and results.  You have no respect for a disabled persons medical circumstance or anyone suffering from any injury or pain. You have belittled me and trying to call me a liar to say I waited this long for a refund!!! I will escalate this matter and take it as far as possible because I deserve better treatment and respect. You have taking this matter personally and refusing to refund me my payments because you feel more superior than people who are physically struggling and can not perform strenuous or any type of physical activity due to their medical conditions. I am suffering right now and did not know the severity until I saw the spine specialist and orthopaedic surgeon ************** that waited for for four months!!! I was waiting to be seen for four months like any other wait time for a specialist and you tell me that I waited this long just for a refund. This is insane that you would say this!!! This treatment is absurd and very unjust and again unprofessional and belittling. me

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

• Initial Complaint

  18/12/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I had a corporate plan with goodlife and went to visit location was given a 3 day complimentary personal training session. Then was signed up for a contract with personal trainer sep 8th 2023. however within **************************************************************************************************************************** advance to cancel. They have already cancelled my prepaid corporate membership and started charging about 500 a month. I informed the director that I no longer wanted to continue sessions as my personal trainer visits my condo and that makes me uncomfortable. I also provided a medical note as requested advising why I cannot proceed. I am getting calls from their head office demanding payment for training sessions that I never received. I am also confused with how the agreement worked since I was told I dont have membership only personal training sessions. not sure how that works with goodlife. when they were taking funds they were taking different amounts from what was agreed. The location advice they will look into matter and resolve since I already had a credit balance when I advice them I wanted to stop. now they are demanding close to **** from their head office. they are calling non stop while the gym location said they will send the dr's note to get everything resolved. I have not got any answers yet I feel like I am getting billed unfairly for a gym that does not even cover membership.they are charging over 500 a month with no set membership benefits like using the gym saying its only for personal trainer. The head office is threatening to send for collection. I have not received training since October but they just keep charging.

  

  Business response

  18/12/2023

  Hi Thilini,

  Thank you for connecting with us regarding your Level 2 Personal Training agreement with us. We understand your concerns, and sincerely apologize for any inconvenience this may have caused.

  Taking a look into your account ************* can confirm your Level 2 Personal Training agreement began on September 8th 2023. The signed agreement has a Binding Period of September 8th 2023 to September 5th ****. 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 membership agreement prior to signing to accept. For this reason, our members have a 10-day timeline under the Consumers Protection Act to cancel their subscription with no penalty should they not agree to the terms of their membership agreement with us.
  
  Stated in your signed membership agreement is, This Agreement commences on 08/09/2023 and expires on 05/09/****. [] 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). [] Unused Sessions may be banked and used at a later date, provided that they are used before their expiration. All Sessions must be used within twenty (20) weeks following the payment date that the Sessions became available, after which they will expire. [] By signing this Agreement, you agree to pay us the Fees when due, irrespective of your use of the Sessions. [] 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 have taken a look into your account on your behalf and we were unable to locate any documentation on your file to confirm that a cancellation request was made for your Level 2 Personal Training agreement.
  
  However if you have any previous documentation to support your original cancellation request, you are welcome to send it to us and we will be able to review the information accordingly. If you do not have any documentation, we would suggest that you speak to the individual that you had originally requested the cancellation with. If you do not remember who you have spoken with, I would suggest speaking with the General Manager of your home club.
  
  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.
  
  Moving forward, due to an owing balance of $2,626.36, your Level 2 Personal Training agreement will automatically cancel on December 21st 2023. 16 Unused Sessions currently remain on file; We can confirm PT sessions may be used without a GoodLife membership; however, a drop-in fee is required for each visit. Based on the documentation on file, we are unable to waive the outstanding balance at this time. If you have any specific questions regarding the balance, we invite you to connect with our Member Accounts team at **************.
  
  Thank you,
  Member Support Team
  GoodLife Fitness ***********
  **************

  Customer response

  18/12/2023

   
  Complaint: 21015492
  
  I am rejecting this response because:

   

  i have visited and spoken to ********************************* from your fitness manager at the location. He asked for medical note which I provided I went within the 10 business days to cancel he advised to let me know in advance when I want to stop PT sessions. I dont even have a membership as of last time I visited. My corporate membership was cancelled and credited towards sessions.  in October they told me i need to have had a membership to. Continue pt sessions not just or sessions. I also informed that I am uncomfortable with the trainer who was assigned for me since he is not professional. I have also emailed ****** and have not heard back. I visited ********* in person to advice cancellation. He has not got back to me I have provided the medical document he requested which he said he will forward to have my matter resolved. Please get back to me asap. 
  
  
  Sincerely,
  
  *************************************

  

  Business response

  19/12/2023

  Hi Thilini, 

  We reviewed your account and found that our Personal Training Specialist Team was in contact with your yesterday via email. They are assisting in reviewing your contract and concern with you. The email sent was asking for some information. Have you had the opportunity to reply to their email?

  Customer response

  27/12/2023

   
  Complaint: 21015492
  
  I am rejecting this response because:

  I was not contact by personal training team only be a research specialist. I provided documentation. 
  
  Sincerely,
  
  *************************************

  Customer response

  02/01/2024

   
  Complaint: 21015492
  
  I am rejecting this response because:
  
  I was not contact by personal training team only be a research specialist. I provided documentation. 
  
  Sincerely,
  
  *************************************

  

  Business response

  03/01/2024

  Hi Thilini,

  Thank you for your response. We can assure you that the individuals who have looked into and reviewed your case, took the appropriate time and care (as we do with all files). It is also not up to the member as to who looks into/ replies back, as the case was appropriately assigned, in your case the individual who oversees personal training queries reviewed your file. We see that the buyout has been waived from the account for the termination of the agreement and no further action is required on your part. If you have additional questions, you are welcome to submit a request to our privacy officer as outlined in the response received last week.

  Customer response

  03/01/2024

   
  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

  23/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for personal training with Goodlife Fitness Clubs ****************, ******************** , ****** in May for 6 months at $275.72 biweekly and was promised 2 personal training sessions every week with one personal trainer for the tenure of 6 months. I always had issues with timings which I brought to manager's attention who signed me up but no firm solution was ever found. Then they changed my trainer after 2 months as my first trainer left as apposed to their promise of providing me same trainer for 6 months. I cooperated and took the second trainer. The second trainer worked with me for about month and a half then started missing sessions as she was never able to cooperate with my timings(unprofessional reasons on their end) and missed 6 sessions in a row. When I brought this issue to the general manager of the club(*****) he clearly passed on to the manager (*************************) who I originally signed up with. Then I was not offered third trainer to compensate their inability and promise of providing me one personal trainer for 6 months. To which when I completely denied and asked to move out of the contract they started harassing me to pay no matter if I use the sessions or not and there's no way I can move out of the contract despite the fact that my decision to move out stemmed from their inability to provide me one trainer for 6 months and was not my personal choice. Then I reached out to their highest level of escalation at **************** and spoke with some LYSA but no resolution was found other than forcing me to pay despite I would not even use their services. This has been ongoing for a month now and I was threatened that if I don't pay it , it will be sent to collections which will ruin my credit bureau. However my decision to quit has been stemmed from their inability to provide the promised services and not even taking ownership of their mistake rather harassing me to pay off the balance. Please help. I have all proofs if needed. Thank you

  

  Business response

  23/10/2023

  Hi Arsh, 

  We are sorry to hear you're thinking of ending your Level 1 Personal Training agreement with us, and we appreciate you sharing information about your Personal Training experience with GoodLife Fitness. We can understand your concerns, and we are so sorry for any inconvenience or frustration this has caused. Your feedback is very valuable to us. By you taking the time to connect with us, we can work to ensure action is taken to improve for all of our members.

  In looking at your account, we can see that you are still within your training commitment period with us until October 29th 2023. 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 training agreement prior to signing to accept. For this reason, our members have a 10-day timeline under the Consumers Protection Act to cancel their subscription with no penalty should they not agree to the terms of their membership agreement with us.
  
  Stated in your membership agreement is, "This Agreement commences on 29/04/2023 and expires on 29/10/2023. [...] 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".We sincerely apologize for any confusion.
  We understand your concerns regarding your initial trainer no longer being available. As noted in the agreement, if for any reason the Personal Trainer designated by GoodLife to supply your Sessions is no longer available to continue with your training, GoodLife will provide another Personal Trainer to resume and complete your remaining sessions. As set out in this agreement, "you will not be *********** cancel this agreement or obtain a refund of any paid sessions in the event that a Personal Trainer designated by GoodLife to supply your Sessions is no longer available to continue with training for any reason".

  As per agreement, "all Unused Sessions will be available for use until expiry, but will not be refunded under any circumstances". We can confirm there is an outstanding owing balance of $576.44 from an unsuccessful pre-authorized payment on October 3rd and October 16th 2023, which will provide a total of 8 sessions. Altogether,there are 14 unused sessions on file that will be available for use until expiry. Please feel welcome to connect with the Fitness ****** *********** or your Personal Trainer, to book in your remaining sessions.
  

  With the information provided, we are unable to waive the outstanding balance on file for your remaining sessions. We understand that this may not be the answer you were hoping for, however, the correct information has been provided based on the documentation on file (i.e. Personal Training agreement). We invite you to login to the Member Portal online (goodlifefitness.com) or visit your local club to request a copy of your signed agreement. Please do not hesitate to reach out if you have any questions or concerns.

  Thank you,

  Remy
  Member Support Department
  GoodLife Fitness Home Office

  Customer response

  23/10/2023

   
  Complaint: 20762018
  
  I am rejecting this response because:

   I was verbally promised one trainer for throughout the 6 months personal training by the manager ,************************* at the club location. Even then I already cooperated and worked with the second trainer within a time span of 4 months until the second one started missing sessions with unprofessional reasons( I have proof of all the chats if needed) If that is the case what your agreement says , your managers who signed me should be more clear with what they say and should not make unnecessary promises when  they cant deliver the promised services. Its not just about personal training now, On top of everything my account was restricted and I wasnt allowed to enter the gym on October 20th even though I paid my gym membership of $26.88 on October 16th.  Why did I have to go through this humiliation despite making my gym membership payment. I completely deny to enter that place where I have been disrespected & humiliated and deny to make any more payments for those sessions out of 14 of which neither have I attended nor am I ever going to attend at a place where I was disrespected. Then goodlife restricted me from posting my ****** review even before I posted. I am in a country where I have right to speak and right to expression. Still why were those restrictions applied?Need an answer. 
  Sincerely,
  
  *********************

  

  Business response

  24/10/2023

  Hi Arsh,
  
  Your account has been blocked due to the outstanding personal training payments that have not been collected this month. Based on the file, we see that ***** has been working behind the scenes to resolve this issue for you, as he reached out to see if access could be unblocked as your membership payment was collected. We also want to address that GoodLife cannot block anyone from posting a ****** review, so we're not sure what you were referencing in that regard, as we welcome feedback of all sorts through ****** reviews and have no way of preventing someone from posting a negative review.
  

  As mentioned previously, we are not able to waive this balance as not owed. We understand this is not the answer you had hoped, but all our policies are outlined in the agreement (which is emailed to you). Further, the agreement cites that we do not honour verbal promises/ arrangements.
  

  
  

  Customer response

  29/10/2023

   
  Complaint: 20762018
  
  I am rejecting this response because:

  I have documented evidence indicating that my review was intentionally hidden or deleted. The first screenshot, dated Tuesday, displayed my review labeled as "a week ago," visible solely to me. However, when attempting to locate it via a web browser using the Goodlife Queenston address, it did not appear, as depicted in the second screenshot from Thursday. Despite my efforts to filter the search for the newest or all reviews, it remained untraceable. In the most recent screenshot from this morning, my review is entirely absent. This situation indicates a denial of their actions, with misinformation being provided at various management levels within the organization.
  I possess substantial evidence outlining the unprofessional conduct of the trainers, including instances where sessions were canceled to accommodate their friends' surgeries and their consistent failure to honor scheduled sessions due to oversleeping, among other issues.
  
  Furthermore, I have already remitted payment for 14 sessions, totaling $1013.98. Goodlife Fitness currently owes me these 14 sessions. Moreover, they are seeking an additional payment of $551.44, which equates to an additional 8 sessions. In total, Goodlife owes me a total of 22 sessions. I want to underscore that due to the extensive harassment, humiliation, disrespect, and mental stress I have experienced, I unequivocally refuse to return to this fitness club, let alone use the remaining sessions.
  Given these circumstances, I seek a clear explanation for the ******************************************************** Moreover, it's confounding that they persist in requesting further payments when I have already fulfilled the payment for the sessions, which they owe me. Can you provide clarification regarding the $1013.98 payment made for those 14 sessions that remain unfulfilled which are never ever going to be used as I refuse to go back to this club again due to the humiliation and disrespect.

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

  Customer response

  30/10/2023

   
  Complaint: 20762018
  
  I am rejecting this response because:
  
  I have documented evidence indicating that my review was intentionally hidden or deleted. The first screenshot, dated Tuesday, displayed my review labeled as "a week ago," visible solely to me. However, when attempting to locate it via a web browser using the Goodlife Queenston address, it did not appear, as depicted in the second screenshot from Thursday. Despite my efforts to filter the search for the newest or all reviews, it remained untraceable. In the most recent screenshot from this morning, my review is entirely absent. This situation indicates a denial of their actions, with misinformation being provided at various management levels within the organization.
  I possess substantial evidence outlining the unprofessional conduct of the trainers, including instances where sessions were canceled to accommodate their friends' surgeries and their consistent failure to honor scheduled sessions due to oversleeping, among other issues.
  
  Furthermore, I have already remitted payment for 14 sessions, totaling $1013.98. Goodlife Fitness currently owes me these 14 sessions. Moreover, they are seeking an additional payment of $551.44, which equates to an additional 8 sessions. In total, Goodlife owes me a total of 22 sessions. I want to underscore that due to the extensive harassment, humiliation, disrespect, and mental stress I have experienced, I unequivocally refuse to return to this fitness club, let alone use the remaining sessions.
  Given these circumstances, I seek a clear explanation for the ******************************************************** Moreover, it's confounding that they persist in requesting further payments when I have already fulfilled the payment for the sessions, which they owe me. Can you provide clarification regarding the $1013.98 payment made for those 14 sessions that remain unfulfilled which are never ever going to be used as I refuse to go back to this club again due to the humiliation and disrespect.
  
  
  
  Sincerely,
  
  *********************

  

  Business response

  31/10/2023

  Hi Arsh,

  We want to provide some clarification to the file. Currently, in your inventory you have paid for 6 sessions (Sept 4, 18 payments), not 14. Eight sessions are in limbo due to the fact that we have not received payment for Oct 2 and 16. These are sessions that will be owed to you, once you make payment. These sessions are not in addition, to the 14, but included once the balance has been paid. These outstanding payments are part of the six month agreement that you began on April 29. 

  At this time, we will confirm once that based on the information provided, these final two payments are not to be waived off, as they are included with your agreement. As cited above, you have six sessions that have been paid for in your inventory, which GoodLife will be happy to service before the expiration date, however it is ultimately your choice if you wish to use them or not (we hope you do as you will be required to make payment).

  With regard to the ****** review, we have also seen this when placing ****** reviews for other establishments (with the review not being visible). Again, we will confirm that no extra action was taken as the team responding to this complaint also respond to the ****** reviews as ****** does not allow this type of filtering when it comes to negative reviews.

   

  Thank you again.

  Customer response

  04/11/2023

   
  Complaint: 20762018
  
  I am rejecting this response because I experienced humiliation and was denied access to the gym even after paying for my membership.
  

  However, I am willing to settle the outstanding payment if I receive an official and written apology from the gym staff who disrespected me and from GoodLife Fitness Club for the harassment and disrespect I've endured throughout this whole process because I was jot just ignored at the club but also with their highest level of customer care. Additionally, I would appreciate it if the gym can accommodate my workout sessions during my preferred time, which is in the early morning between 5:30 am and 6 am as assured by *************************, the manager at ********************************************** when I very first signed up for personal training .I also want all the sessions on alternate days and no missed sessions during that timeframe. This time I want this all in written from the club that I will be provided those 14 sessions after the payment has been made according to what I have mentioned above.
  

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

• Initial Complaint

  25/09/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I bought a one-year Goodlife membership in August 2019 which supposed to last till August 2020. When in February 2022 the pandemic hit, gym closed down, leaving me with half a year of unused gym membership. I reached out to Goodlife to have my membership restored but apparently they had my membership activated with stop-and-go approach sometime in 2021-22 so my "year" has expired. It is interesting how they unilaterally determined the timing of these "activations". Now I am looking to get have my membership reactivated to be able to use the serviced for which I paid in full.

  

  Business response

  26/09/2023

  Hi Anatolii.

  When our clubs closed, we had posted notices on our website, social media pages, and had sent emails to members, to advise them of the various freezes taking place. We updated those sites as well closer to the reopening dates in 2020, to advise members to contact us if they did not feel comfortable using the clubs, to ensure their accounts would stay frozen. There is also a record on your account of email freeze confirmations being sent to the email on file, on Oct 14th, 2020 and Nov 20th, 2020, and email reminders that your freezes were coming to an end on Oct 23rd, 2020, and Dec 6th, 2020, with all the details of freeze options provided.

  With no response on your end until recently, we would not be able to reinstate the account, as the membership has now expired. We could certainly review this issue if a few weeks or months had passed, but the fact is that it has been over 2 years now that your membership has expired. There are no options available to reinstate an account if a member disregards the notices we sent, and posted throughout the past few years. 

  Thank you.

  Customer response

  27/09/2023

   
  Complaint: 20651026
  
  I am rejecting this response because:

  Although there were some general emails send in October and December, it was not entirely clear how I can keep my account frozen for longer. I, personally, as well as probably many other *********, where not 100% comfortable coming back to crowded settings GoodLife had in their gyms. At that time my wife was expecting and I had two seniors living with us.

   

  Now, noting several booster shots and most of downtown ******* being back to business, I would like to resume my gym membership.

   

  I was never seeking funds to be returned (I knew business would not make it through the pandemic if everyone were to request money back so I patiently waited) and now I am just looking to reinstate my membership to continue use the facilities. (Basically 6 months membership )

   

  Not to mention that my preferred gym at **************************** closed for good shortly after I bought membership.

   

  I just don't think it is fare to have my funds being completely gone now, especially noting that I was a good citizen during COVID (have not requested refund) as I truly believe GoodLife is a great example of ******** success story.

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

  

  Business response

  04/10/2023

  Hi Anatolii,

  The contact emails we previously provided, included definitive end dates within that mentioned to members their accounts would only stay on freeze until those dates outlined. We also provided members methods to contact our support teams through the phone, email, contacting our social media pages, or by calling or visiting your local club. We provided members many virtual support options so that they would not need to visit a club in-person if they did not feel comfortable doing so.

  As there was no questions from your end, we did not have any reason to believe you disagreed with the changes that were made to your account, or had any additional questions.

  At this point in time, there are no alternative options available for your request.

  Thank you.

  Customer response

  05/10/2023

   
  Complaint: 20651026
  
  I am rejecting this response because:
  

  One by one:

  "The contact emails we previously provided, included definitive end dates within that mentioned to members their accounts would only stay on freeze until those dates outlined. " - very interesting to see GoodLife unilaterally setting a freeze and unfreeze dates. Does not seem like a lot cooperation with the clients in setting /choosing those days.

   

  "We provided members many virtual support options so that they would not need to visit a club in-person if they did not feel comfortable doing so" - I am using only room with weights and rarely treadmills. It is hard to use those "virtually ". Like visiting your dentist to get your crown installed..."virtually ". Sounds like a joke to me. GoodLife has been in gym business long enough to understand it.

   

  "we did not have any reason to believe you disagreed" - as mentioned, unilaterally setting freeze and unfreeze dates doesn't not sound fair. Since GoodLife was not able to provide me service as per agreement, I would expect compensation. As mentioned, I am not seeking refund but merely want to extend my membership.

   

  "At this point in time, there are no alternative options available for your request" - I don't think it is professional to unilaterally finish the discussion or imply that the issue has been resolved when it definitely was not.

   

  Let's see that other options and next steps are available via BBB.

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

• Initial Complaint

  11/09/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I froze my account for 6 months due to employment problems. When it was unfrozen, I called 3 days later to cancel my membership because I was not working and couldn't afford to pay my membership. They said because 3 days had passed since my membership was unfrozen, there was nothing they could do, I would still be charged but could use my pass. I haven't been to the gym, I want my pass canceled and don't want to be forced to pay for something I don't use! I called head office and they said my account would continue to be charged, resulting in more NSF fees from my bank if I did not pay them to cancel my membership. This whole situation felt wrong.

  

  Business response

  12/09/2023

  Hi *********

  In reviewing your account, we can confirm that the freeze was no longer on your membership when a cancellation was confirmed on Aug 26th. Per your original membership agreement, we require a minimum of 30 days' notice for cancellations leading to one last deduction as it was in that 30 day window. We can confirm that the most recent transaction will be the final payment owed on the account, with no further payments.

  Thank you.

  Customer response

  12/09/2023

  
  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

  11/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I cancelled my membership, I told an employee I was sick and getting chemo. This was done over the phone . The employee put my membership on hold instead of cancelling and they continued taking payments out for another two months .I recently noticed the charges and called the regional office manager and (*******) was very disrespectful and said we can cancel it now.

  

  Business response

  12/09/2023

  Hi ***,

  We have reviewed your account and are unable to locate any cancellation requests or confirmations prior to the most recent one. In order to backdate a cancellation, we'll need some form of documentation or confirmation from the original associate you spoke with that a cancellation request was previously made. Without that, we would need to follow the current cancellation policies with cancelling the account moving forwards. 

  We look forward to hearing from you once the documentation is provided.

  Thank you.

• Initial Complaint

  25/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My name is **** ******* and I have signed for a gym membership at GoodLife fitness on up to 355 Wellington street in July 2023, but due to medical circumstances (traumas and issues after surgery) I am unable to attend. I thought it would be good for my health although I am limited with motion and movement, so I am requesting all my money back and I am requesting that GoodLife Fitness refund all my money paid and to stop taking money out of my card. I am unable to attend due to medical issues, pain and limit of motion. I am currently attending Physiotherapy for rehabilitation and that too is very difficult for me. I had complications from surgery and moving is making my pain worse when initially I thought it would be beneficial. I have not attended any of the GoodLife locations due to pain. I haven’t used that facility at all nor any other GoodLife facilities. The front desk was very rude to me and did not help me. They said they will continue to charge me and will not provide refund for any payments I have paid. I am unable to practice any sort of physical activity due to medical complications.

  

  Business response

  28/08/2023

  Hi ****,

  In reviewing your account, it looks like the membership was cancelled due to no valid banking information being on the account within the first 10 days of registration. As the account has now been cancelled, there is now a 95.23 amount in the membership's cash account available for you to collect. As we don't have your banking information, you would need to visit the club and collect the payment back to a credit or debit card. 

  If you have any further questions regarding this, please contact us at 1-800-387-2524 Mon - Fri from 9am to 5pm or by messaging any of our official social media pages.

  Thank you.

  Customer response

  28/08/2023

   
  Complaint: ********
  
  I am not rejecting this response of collecting the amount of $96 that I paid using the debit card, but I want to know the amount I initially paid, was it in cash or using a debit card, and how much? Other than the $96 that I paid.

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

  

  Business response

  28/08/2023

  Hi *****

  The original 95.23 amount was $50 plus tax for the enrolment fee, and 29.99 plus taxes for the biweekly payment that was originally paid by debit at the club.

  Thank you.

  

  Business response

  29/08/2023

  Hi there.

  There have been no further withdrawals as the banking information was never completed on your profile. You can review your banking statements if you have any inquiries for past transactions as well.

  Thank you.

  Customer response

  29/08/2023

   
  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 will be going into the facility to complete the refund. 
  
  Sincerely,
  
  **** ***** *******

• Initial Complaint

  25/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I found I used condom in the shower twice. Once in June and once on August 18th. After the first incident I said i wanted a refund if this happened again. They refused. I feel this is grounds for a refund due to the health risks

  

  Business response

  28/08/2023

  Hi *******,

  We appreciate you taking the time to write to us regarding your negative experience. We can confirm the same details that the general manager previously spoke with you regarding the safety concerns you brought to their attention. We're always ensuring our clubs are safe and clean for members, so we will be sure to continue monitoring changerooms to ensure this issue does not continue more than it already has. 

  You do have a membership that allows you to access any location you'd like, so if you don't feel like the club is as clean as you'd like, we would recommend visiting a different location that you may find does not have the same issues. Cancellations or refunds are not an option for the membership you originally purchased past the first 10 days of purchase, so we would not be able to move forward with your request.

  Thank you.

  Customer response

  28/08/2023

   
  Complaint: 20520900
  
  I am rejecting this response because: other locations are farther away or lack parking. I would not have joined if I had to go to another gym. It is not convenient
  
  Sincerely,
  
  ******* Grossi 

  

  Business response

  29/08/2023

  Hi *******,

  Unfortunately, a member choosing not to use the services their membership provides would not be a reason for a cancellation and reimbursement. As the general manager advised previously, they will work to help ensure the gym is a clean space for all members to use without concern.

  We do not have any further options to provide regarding your request.

  Thank you.

  Customer response

  29/08/2023

   
  Complaint: 2052090
   
  I am rejecting this response because: this is a health and safety concern that has happened twice and according to the general manager it is a problem in all downtown clubs. If people are uncomfortable with this, they should be given refunds and the opportunity to leave without losing their money. Refunds should always be an option when the customer feels unsafe with the services they purchased, Is it possible to take this to a small claims court? TY
  
  Sincerely,
  
  ***************************

• Initial Complaint

  11/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, My name is **** *** *****y Membership ID ********** * do have a serious issue which caused by one of your employeeWe do have a joint account with my partner ******** On my 4th we requested for cancellation and one of your employees told us that the account is canceled and no further action is required. When I checked my statement yesterday I noticed that since May I got 6 additional charges on my account, I rushed into the GYM yesterday and questioned about the situation. They told me that there was an employee error because we were informed that there was not going to be an additional charge starting from May 4th. I gave a phone call to the head office, now they are telling me we needed to cancel both accounts separately. I could do that if your employee did state that when we processed the cancellation, that human error cost me 300 dollars and I do want my money back! This is so wrong that you guys are trying to blame us for an employee error! You cannot just misinform a member then blame them for the process!  Please make this right and fix my problem! Contact information +* *** *** ** ** * do have a video record as well for now I am not uploading it but I am happy to send it to the head office if required

  

  Business response

  13/08/2023

  Hi ****,

  All members receive an email confirmation upon a successful cancellation confirmation is done to their account. Within the email your add-on received on May 4th, she was advised that each member is responsible for cancelling their separate memberships.

  " *********
  This is an automated email to notify you that your Ultimate - Bi-weekly - Family has been cancelled, effective 28/05/23 (dd/mm/yy).
  Important information regarding your cancellation is detailed below:
  
  You may still be charged for any last payment due in your final payment cycle.
  
  The cancellation of your individual Membership does not cancel associated Members that you may pay for or any other subscription add-ons you have on your account. A separate cancellation request from each Member or subscription is required.
  
  Associated Members remaining active will continue to be billed to you unless requested otherwise during the cancellation process. If the associate Members wish to cancel at a later date, they may do so here."

  As there was no earlier request made on your own behalf, we would be unable to backdate a cancellation for your membership.

  Thank you. 

• Initial Complaint

  21/07/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In person at the gym, I requested that my membership be cancelled. The staff member told me I could just put the membership on hold for 6 months. It was not made clear that I had to request the ‘hold’ every month in order for it to continue. I finally connected with the head office online requesting-again-to end my membership. Good Life still removed the monthly payment (for services not provided) because they claim that policy states 30 days notice is required. I am requesting the last month of gym charges that came out on June 26th. This is reasonable as I requested to end the membership months before. Truly, I feel I should be reimbursed from March-June 2023.

  

  Business response

  02/08/2023

  Thank you for your feedback, *********

  In reviewing your account, we can confirm that email confirmations were originally sent to your email address on file on Feb 17th, 2023, with a reminder of the freeze coming to an end on March 3rd with a reminder email. We do require that all members with reocurring memberships, provide us a minimum of 30 days' notice for any cancellation requests. At this point, the correct information has been provided regarding the cancellation process for your membership, and there would not be any alternative options we could provide you.

  Thank you.

  Customer response

  10/08/2023

   
  Complaint: ********
  
  I am rejecting this response because:
  I requested a termination of my membership in person in February or March. I am only asking for June’s refund. I had spoken to someone by phone at this point (June) and he cancelled the membership but then I was charged again because of their 30 day rule. Due to the fact that I requested to have my membership ended in person months prior, I am not satisfied with this response.
  Sincerely,
  
  ******** *****

  

  Business response

  15/08/2023

  Hi *********

  Unfortunately, as the past cancellation request is not on the account to review, the standard cancellation policies would apply to your request. We would not be able to move forward with your request as members are required to provide 30 days' notice minimum.

  Thank you.

*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. ↩