Complaints

This profile includes complaints for Gold's Gym SoCal's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Gold's Gym SoCal has 33 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Gold's Gym SoCal

  4100 W Alameda Ave. Suite 300 - MS374 Burbank, CA 91505-4153

• 

  Gold's Gym Goleta

  6144 Calle Real Goleta, CA 93117-2012

• 

  Golds Gym Simi Valley

  1357 E Los Angeles Ave Ste A Simi Valley, CA 93065-2890

• 

  Gold's Gym Oxnard

  150 W Esplanade Dr. Oxnard, CA 93036

• 

  Gold's Gym SoCal

  400 S Baldwin Ave #3000 Arcadia, CA 91007-1980

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/06/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a member for around 20 years and during that time, I would receive emails from Golds Gym to renew my annual contract for the $99 renewal fee. I have paid this over the years along with the $15 supplemental ********** fee to Golds Gym that even though I would rarely go, once or twice the entire year. From what I recall, my contract renewed in March since the time we experienced COVID which moved/extended the contact by 3 months from my normal year end cycle. I have asked numerous times to be placed on automatic renewal payments but they stated that they could only do this for the $15 fee. I continue to be charged the $15 fee, including this month even though I was told that during your remodeling of my primary location in ********* that I wouldnt be charged. I didnt complain, because as I mentioned, On February 21st, I went to the ********* location to use the gym and to handle my renewal as I normally would and to my surprise they stated it was canceled as of 2024, while I continued to pay the $15 supplemental fees twice this year in 2025. Since I was still being charged and I had not received any email from Golds Gym regarding my renewal, there was no reason for me to suspect my membership was canceled. They told me that they would reach out to corporate and stated they would not process my renewal. I never received an email from Golds Gym letting me know about renewal or cancelation as required. Given I have and continue to pay the supplemental fee every month, that indicates my membership is still valid and it appears the reason Im being told that Golds Gym cancelled my contract is due to the amount that I pay compared to other members. Given my primary location has no interest in retaining my relationship in which I spend considerably more money then I get back in services, Im reaching out to you directly to remedy this issue.

  Business Response

  Date: 03/07/2025

  Hi Francois, 

  I just reviewed your membership, and it looks like the gym was able to get you renewed today! If there is anything else you need, please let us know! 

  Thank you for being a valued member with us!

  Customer Answer

  Date: 03/10/2025

   
  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

  Date:02/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I tried to cancel my friends membership that is linked to my account and that I pay for. First call, the gym said they cant cancel, need to call this other business. I called the number and they are only open 9-5 weekdays. Called again another day, on hold for 17 minutes and the call was ended. Not able to cancel or talk to anyone. I called back golds and they said I can only cancel on a website now. Employee gave me the wrong web address and it asked for credit card info, employee said go ahead and enter it to cancel. I did, and turns out I gave my credit card info to some other company. Employee hung up on me. I called again, trying to speak to a manager, they were busy and never called me back. I called golds again and was given the correct web address to make an account so I can cancel. I did that, and was still unable to cancel because the account was on a freeze. Now I was told I have to email the retention team to cancel. Which I did. After all that I ended up cancelling my membership as well. That is unfair and probably illegal business practice to keep getting monthly payments from customers who give up on trying to cancel. Oh and I was also told if I did a stop payment from my bank that Golds would send me to collections.

  Business Response

  Date: 02/11/2025

  Hi!  I am working on resolving your complaint but need some additional information so I can get this to the corporate office for review.  Please email me directly with the following info and I will get back to you.  email : **********************************************************************

  1. Which location are you referring to?

  2. What is your member ID #?

  3. Do you have names and aproximate dates that you spoke to a manager about your issue?

  Thank you and I look forward to working with you.  - *****, Director of Events and Community Outreach

• Initial Complaint

  Date:01/09/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Due to the gym having a insufficient number of toilets for the amount of gym members and staff, it resulted in this 55 - year old man defecating on myself inside the shower on 12/26/2024 and then being subjected to humiliation by other gym members and staff. Further,staff took my membership fees of ***** a month prematurely on same date of incident instead of on the 1st of each month because I joined Gold's Gym on 11/1/2023.Staff refused to return my funds to my account or let me cancel my membership because they have a rule saying I have to give the gym a 30 - day notice prior to cancelling my membership. As a result,I filed a claim with my bank in order to get my funds returned to my account and I will be filing a civil suit for the civil rights violations I incurred due to Gold's Gym not being in compliance with OSHA'S minimum amount of toilets for number of gym members pursuant to Cal. **** of Regulations Title 8 3364 Sanitation Facilities and OSHA'S **** For Sanitation ********.

  Business Response

  Date: 01/09/2025

  Hi Hannah, 
  
  Happy New Year. I hope you had a great holiday break.
  

  Can you help me transfer this complaint to the rightful franchise in ********** please? Hes not our member. 
  
  ***** **********
  Director, Member Services

  Business Response

  Date: 02/11/2025

  I am sorry to learn that you had an unpleasant experience at Gold's Gym.  I am working to resolve your complaint and make sure we do not have this issue in the future.  However, I need some additional information to do so.  Please email me directly with the following information and I will get this to the right persons in upper management - *****. **********************************************************************

  1. Which location are you referring to?

  2. What is your member ID number?

  3. Do you have names of anyone you spoke to regarding this incident?

  4. Approximately what date this this occur?

  Thank you and I look forward to working with you.

• Initial Complaint

  Date:01/06/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I joined Gold gym on March 20th 2024. I found out I was no longer going to be staying in ********** and therefore I had to cancel my membership. I went to golds gym and I told the Front Desk girl that I needed to cancel my membership and asked if I could speak to a manager. She told me that I did not need to speak to a manager and that she was going to help me cancel it. She also advised me that because I was canceling so late in the month that I would still get charges for that month. I told her it was OK. She gave me a piece of paper with a confirmation number on it. I asked her if there was anything else that I needed to do, and she told me no. I asked her again are you sure I dont need to do anything else and that my account is now canceled? She replied yes. I canceled at the end of October. I cannot tell you exactly what day it was, but I do know that it was the middle of October. I Have since Been charged every month there after with the credit card that I had on file with them. I called them and I asked to speak to a manager And every time I asked for a manager, they would tell me that there wasnt one available and they told me I had to go online and cancel. I was never told this information and I asked the girl that I originally spoke to multiple times if there was anything that I needed to do. They basically told me there was nothing that they could do for me and that in other words, its too bad that I got charged all those months and that I had to deal with it. I shouldnt have to pay for all those months when I physically walked into the location that I signed up at trying to cancel my membership like you do at every other gym Ive ever had a membership at. They purposely make it very difficult for members to cancel so that they can continue charging. Interestingly enough, a few weeks after I had already cancelled, I got a welcome to golds gym email as if I was newly signing up to golds again. This whole thing makes no sense and is very sketch.

  Business Response

  Date: 02/11/2025

  I'm sorry that you had a hard time cancelling your membership - the process is simple when using the online system which is what you should have been advised to do. Please reach out to me directly via email at ******************************************** with additional information and I will see how I can help resolve this issue.  Include the following information with your email:

  1. Location you are referring to

  2. Your member ID number

  3. Any names and approximate dates that you would have been in the club to discuss cancelling your membership.

  Thank you and I look forward to helping you resolve this matter.

• Initial Complaint

  Date:12/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The sauna inside golds gym is falling apart and has sharp wood and nails exposed to anyone that uses it. The business has been notified multiple times about the problem , to which they ignore. I was using the sauna and sat on a sharp nail that ended up ripping my sweatpants and scraping me. I notified the front desk and left notes asking for management to contact me, which was ignored. I proceeded to wait multiple days and filed another complaint, to which I was still ignored. It was not until I brought up legal action and left a third complaint , then I was finally contacted by a manager. The manager had an attitude with me and offered me 1 month of gym membership to compensate. I pay 10$ a month for the gym currently, and the sweatpants I ripped due to their neglect are worth 5 times that amount. I let him know that the amount did not equate to the damage done to my property and he went on to offer me 3 months, which still does not equally compensate me for the damages. He pretty much told me that was the best he would be able to offer me. I feel that the situation is personal and that he is acting this way because I have had problems with management in the past. I just want to be fairly compensated. There are other hygienic problems inside the sauna as well. There are pools of sweat that sit and pile up for multiple days because the drain does not work correctly. I have multiple witnesses that saw the incident occur, and I have also taken pictures of the nail that is bulging out of the bench inside. They continue to let people use the sauna without any kind of warning.

  Business Response

  Date: 02/27/2025

   Hello,

  We sincerely apologize for what happened and want to assure you that the issue has been resolved. We will also ensure that everything remains up to standard moving forward and make the sauna is in great condition.

  Additionally, we want to remind all members that street clothes should never be worn in the sauna or steam room. These guidelines are clearly posted outside the doors of these areas for reference.

  As a gesture of goodwill, we are waiving three months of your membership dues, totaling $48.90. Please let us know if theres anything else we can assist you with.

  Thank you for being a valued member.

  Thank you, 

  ********

• Initial Complaint

  Date:11/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My complaint is for Azaliah at the *******, ** location. Ive been a member with Golds Gym since 2021, even having referred 4 different people to join. Because of this, I was offered the 3-year no payment promotion: Refer 3 people, get 3 years free. Unbeknownst to me, that 3 years has been up for the past 15 days. I showed up to the ******* location 5 AM this morning (November 13th, 2024) and was told by Azaliah that I would NOT be able to get in because I owed $70 (mind you, my monthly bill was always $19.99 before the promotion). Aside from the fact that this amount was so high, I did not have time to get into the details of the fees and was not going to pay it until I can get those details at a later time - again, its 5 AM. Still, after explaining to her the promotion I was on, not having received ANY sort of notification beforehand, and it being 5 in the morning, she was completely apathetic, impassive, and impolite. My loyalty to the gym was not taken into account - instead, I was treated as if I was someone who would not follow up later and make the proper payment. She also claimed that I did receive notification, yet, she had nothing to prove this. I definitely get the birthday emails - nothing else regarding upcoming payments or the expiring of my promo. No missed calls or voicemails or texts. Aside from the lack of communication on their part, she could not grant me 1 hour to work out, considering the time of day and my loyalty to the gym.With Azaliahs name involved in repeated customer complaints and ****** reviews, I find it alarming that shes the manager and theres no one else to speak to other than her. I think its only fair that my membership be reinstated at no expense to me.

  Business Response

  Date: 11/14/2024

  Hi Hannah,
  Hope youre doing well. Can you help transfer this complaint? Its for a franchise location in *** 
  
  ***** **********
  Director, Member Services

  Business Response

  Date: 03/07/2025

  Hi *******, 

   

  I am so sorry about the experience you had at our ******* location. We do have a strict policy in that we cannot allow members to enter if they have any past due balance. I apologize if you did not receive notification of this previously. I do see our billing company attempted to reach out, but I know these calls can be missed. I'm so sorry all of this happened.

   

  If you would like to maintain your membership with us, please let me know. I am here to help in any way I can. 

   

  Thank you, 

  ********

• Initial Complaint

  Date:11/04/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started a membership w Gold Gym and kept it for a year or so. I wasnt using it so I went into location and cancelled. I asked for confirmation paperwork and the *** said there was no paperwork and that I was good to go. I checked my account details a year later and they were still charging me. I went in and told them I cancelled and they agreed I had not come in for a year. They purposefully did not cancel me and charged me on purpose. I suspect they do this to a lot of people. When I asked for a refund they put up a fight and wouldnt do it. They owe me $400

  Business Response

  Date: 11/07/2024

  I am working to escalate your complaint to member services at our corporate headquarters.  In order for me to help you, I need additional information.  Please email me directly at **********************************************************************.  Please include your full name, member ID, and gym location.  Any additional info on names of those you had spoken to or any backup with proof of cancellation would also be helpful.  Typically, you would have been given the direction to manager you membership at out billing partner's website - ***************** where you would be able to cancel per the terms of your membership contract.  Thank you.

  Customer Answer

  Date: 11/07/2024

   
  Complaint: 22503600
  
  I am rejecting this response because:  

  None of this protocol was followed.  I went in to the gym and cancelled my membership at the desk.  I asked for documentation and the guy at the desk (dont remember his name) told me it was a simple cancellation process and that he noted on the account that it was closed. i said, "so thats it" and he said, "Yep, they will stop auto payments as of today". When i was auditing my bank transactions 10 months later,  i realized they had been still charging my account monthly.  i  came back in to the location and was referred to a manager who made it very difficult to set a time to speak and review the issue.  The **** location staff have a shady demeanor and a generally arrogant and defensive disposition.  I came into the gym several times and had to repeat my story to whoever was working the desk.  They would take me into the small office and i would repeatedly give them my info -  the manager (a female at the time) joined the meeting by phone and told me there was nothing she could do about it.  They agreed i had not been to the gym after i cancelled the membership - there were no check-ins for 10 months or so if my memory serves me right..  I was simply asking for a refund for the year and they wouldn't honor it.   The whole interaction seemed very dishonest and scandalous... as if they were used to this happening.  All im asking is that you guys do what is right and refund me for the services i never used.   I have sent an email fo the email address provided in this exchange with the information that was requested. Appreciate your cooperation.

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

  Business Response

  Date: 02/12/2025

  I am working on making sure that your complaint was addressed but need additional information - please email me directly at ******************************************** with the location you are referring to, your member ID # and any names and dates you made contact with the gym about your cancellation.  Thank you!

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22503600
  
  I am rejecting this response because:

   

  I responded to the email address you gave above a few months ago and never rcvd a response.  I dont want to take the time to write another email and send again if it is simply going to be ignored.  Please advise if you are going to take this complaint seriously.

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

• Initial Complaint

  Date:10/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have made multiple attempts to cancel the membership and resolve this issue directly with Golds gym, but has been met with resistance and a lack of cooperation. Despite I clear requests,GOLDS GYM has continued to charge my account without authorization.??In my view, these charges represent an unfair and deceptive business practice, violating both the California Business and Professions Code Section 17600-17606 (Automatic Renewal Law, ARL) and California Civil Code Section 1770 (Consumer Legal Remedies Act, CLRA). The *** prohibits businesses from charging consumers for automatically renewing services without first obtaining explicit consent, requiring clear and conspicuous disclosure of the renewal terms and consumer acknowledgment of those terms, along with information on how to cancel. Similarly, the **** makes it unlawful for businesses to engage in deceptive practices, such as misrepresenting goods or services or including unconscionable terms in contracts. Continuing to charge me after they have clearly requested cancellation qualifies as such an unfair practice and violates these laws, as well as the membership agreement. I have met all contractual obligations and has provided sufficient notice of their intent to cancel.

  Business Response

  Date: 02/12/2025

  I am working to resolve open complaints and would like to get some additional information from you to escalate this to the parent company.  Please send me the following information via email to **********************************************************************.
  1. Location you are referencing
  2. Member ID #
  3. Names of anyone you spoke to and dates (if you have them) that you were in communication with the gym about your cancellation.
  Thank you.

• Initial Complaint

  Date:10/21/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Renewed gym membership then it was canceled and no credit was received. Manager explained that they made a mistake with my membership and I was going to be notified before they cancelled and before any credit would be issued due to change in my membership. Membership cancelled without notification and I was provided with a temporary guest pass. Still no refund has been received and no membership was provided. Manager was unprofessional in her explanation and her tone was very aggressive.

  Business Response

  Date: 02/12/2025

  I am working to resolve open complaints and would like to get some additional information from you to escalate this to the parent company.  Please send the following information via email to **********************************************************************.
  1. Location you are referencing
  2. Member ID #
  3. Names of anyone you spoke to and dates (if you have them) that you were in communication with the gym about your cancellation.

  
  Thank you.

• Initial Complaint

  Date:10/16/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint against Gold's Gym for unauthorized recurring payments and poor customer service in addressing the issue.From July to September, I was charged for recurring gym membership payments despite authorizing only a one-time payment from my account. Due to a medical condition, I have been unable to use the gym and have been undergoing treatment. This situation made it impossible for me to work out during this period.I initially spoke with a staff member named ***** at Gold's Gym and was provided with an email address to handle my issue. However, I never received any confirmation or response to my email. Unfortunately, my treatment and medical circumstances delayed my realization that these charges were still being made. When I discovered the ongoing charges in September, I promptly emailed Gold's Gym again to resolve the matter.Despite my efforts, I did not receive any response until I contacted the gym by phone on October 11th. At that time, I was forwarded an email response along with the contact number for their third-party billing service. I reached out to the third party, only to be informed that Gold's Gym is refusing to issue a refund for the unauthorized payments.Given the circumstances, I believe I am entitled to a refund for the recurring payments made from July to September, as I never authorized them and was unable to use the gym due to my medical condition.I kindly ask for your assistance in resolving this issue and holding Gold's Gym accountable for their actions.Thank you for your attention to this matter.

  Business Response

  Date: 11/07/2024

  Hi - I am working to escalate your complaint to the member services **** at our corporate headquarters.  Please send me you member ID and any back up information directly to ******************************************** so that I can pursue this matter and help get it resolved.  Thank you.