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Business Profile

Fitness Center

Gold's Gym SoCal

Headquarters

BBB accredited business seal
BBB Accredited BusinessA Rated by BBB

Complaints

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

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Gold's Gym SoCal has 23 locations, listed below.

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    Customer Complaints Summary

    • 77 total complaints in the last 3 years.
    • 38 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/21/2022

      Type:Product Issues
      Status:
      Answered
      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.
      Mid June 2022 I went into the gym and the sales associate ***** attempted to sell me training sessions. She also threw in providing me two free months of membership if I did the sessions. Since I would be enrolling my sister and I and she would also be training with me. I relayed to her that my membership was already set to be canceled by the end of June. She assured me that it would be no problem she would just reinstate it before it was actually cancelled and we would have no problem. Come the end of June I attempted to access the gym since I had a session with my trainer ****** and was unable to. The girl at the front desk told me it was cancelled. Fortunately my trainer was there and saw so she told the girl to let us in. She then told me she would talk to ****** which she did and said she'd see how the whole membership was going. ***** later tells me that she does not recall saying this. She said this in front of my trainer who then confirms that ***** in fact did say this. Fast forward to a week of this nonsense and absolutely no resolution ***** tells me that I have to email her Manager **** who provided me his card. He said no worries we will reinstate your membership and provide you time the we said at no charge. I emailed him July 14, 2022. I still have 5 sessions and my membership is not active so I can't even take the sessions. They're now telling me I have to pay for the initiation fee. To reinstate it because corporate denied it.

      Business Response

      Date: 08/10/2022

      Business Response /* (1000, 5, 2022/07/25) */ Contact Name and Title:**************,Outreach Contact Phone: ********** Contact Email:************************ Hi, my name is *****, Director of Community Outreach. I would like to help you get this resolved. Please email me directly at************************ with additional information including your member ID # and confirm that the location you are dealing with is Montclair. I will escalate your complaint to the corporate office and get this handled. Thank you!

    • Initial Complaint

      Date:07/06/2022

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Gym does not have a valid contract yet withdrew money without my knowledge having no valid membership

      Business Response

      Date: 07/06/2022

      Hi!  My name is *************************, Director of Community Outreach for Gold's Gym SoCal Group.  Are/were you an **************** Member'  That would be the only explanation for this as they transferred all members to our facility upon their closure last month. All members were notified of this but I am able to help get this resolved for you. Please contact me directly at ******************************************** with any additional info you have (amount charged, email address, member # if you have it) and I will help you should you wish not to finish out your contract from AS with us.  I look forward to helping you resolve this. 

    • Initial Complaint

      Date:05/26/2022

      Type:Billing Issues
      Status:
      Answered
      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 trying to cancel my membership and am being sent in circles the gym told me it had to be canceled online however there is no access/options/ability to do so! I want my membership cancelled

      Business Response

      Date: 06/22/2022

      Business Response /* (1000, 5, 2022/05/27) */ Contact Name and Title:*********************** Contact Phone: ********** Contact Email:************************************ My name is *****, Director of Community Outreach for Gold's Gym SoCal. I will work with the corporate office to help you resolve this matter. Typically members who would like to cancel or manage their membership are to be given a card (attached to this complaint) with info on how to take care of this online. Managers can not cancel your membership in the club. Please email me directly at *********************************** with additional information on when and how you attempted to cancel, along with you membership ID # and I will help get this resolved to your satisfaction. Thank you and I look forward to helping you. Business Response /* (1000, 8, 2022/06/03) */ I have made sure that this membership has been cancelled in our system as of today. There will be no further charges. I hope that this will resolve the matter for you. Please reach out to me directly at *********************************** with any questions or concerns. Thank you.

    • Initial Complaint

      Date:05/13/2022

      Type:Product Issues
      Status:
      Answered
      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.
      On 12/31/21, I submitted my information on the Gold's Gym website to get more information about gym membership fees. In February I noticed I had been getting charged monthly for a membership. I have never been to a Gold's Gym and did not collect a key to access the gym. I called the ****** City location and was told that they could see that I never entered the gym or collected a key, but that *** would need to apply the refund because it happened online. I verified that they they were going to refund and was told yes. I called *** and the rep told me she would process the refund and email me. I got no email and no refund. In March I called the gym again and was told again yes, a refund should have been applied, but they did not see it on the account. I called *** again at their request and was told they would follow up and finish the refund. No response again. It is now May and I called each a 3rd time. Both the gym and the lady on the phone assured me that I would be refunded the $121 I have been charged, then I got an email saying they were no longer refunding me because they decided the charges are valid. I never received a contract or agreed to this and have never set foot in a Gold's Gym. I am requesting that the $121 be refunded.

      Business Response

      Date: 06/23/2022

      Business Response /* (1000, 5, 2022/05/16) */ Good afternoon - I am going to need additional information in order to escalate your concerns to the corporate office. I will do my best to help you with your cancellation and any refund due to you. When you visit our website, the only way you you would be charged any fees would be by agreeing to the terms of membership and signing the contract. You would also enter your credit card info. There is no way to for us to begin charging you a monthly membership fee without your consent. Please email me directly at *********************************** with your request and I will work to get this resolved for you.

    • Initial Complaint

      Date:05/13/2022

      Type:Customer Service Issues
      Status:
      Resolved
      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 was awarded 3 years free at golds gym Valencia, I have communications through emails, they are charging me each month and the manager has been unavailable . I have been charged for a few months now and not reimbursed and they will not give me a straight answer as to why my 3 years free is not active any longer. I would like reimbursed what I had paid and get an additional year for free due to the covid pandemic closing all gyms, getting charged during the pandemic and getting no contact at all from this business charging me every month. It is not right!

      Business Response

      Date: 06/09/2022

      Business Response /* (1000, 5, 2022/05/16) */ Hi - I would like to help get this issue resolved for you but will need additional information before I can do so. Was the 3 years free you are referencing part of our Referral Rewards Program? Or for another reason? As for being charged during the pandemic, we would need some backup. All members accounts were automatically frozen with no dues being charged during the time we were closed. When we were allowed to reopen, billing resumed after multiple notices to members. All members had the option to further freeze their account by contacting us. Please email me directly at *********************************** with any backup info or details. Thank you. Consumer Response /* (3000, 7, 2022/05/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Please adjust my account - as I have plenty of backup provided - I referred more members than I should have and was promised these rewards, I would like all 2022 charges reimbursed immediately and an extra year added for the delay. Business Response /* (1000, 15, 2022/06/02) */ We have resolved this matter by notifying the member that we will be issuing a courtesy credit of the three years even though the terms of the promotion were not met at the time of referral. In the future we will use this as a training tool for out team and make sure that everyone better understands how free years are earned through our rewards and referral programs. We hope that this will resolve this complaint. Consumer Response /* (2000, 17, 2022/06/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have accepted Gold's gym 3 years free as a resolution (starting June 2022 until June 2025) and hope my situation helps future customers with situations alike.

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