ComplaintsforGold's Gym International Inc.

• Initial Complaint

  06/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My Name is *************************. I had a Gold's membership with the Gold's Gym location on Capitol Hill- at the ******* building. The membership agreement number is ************. This complaint requests a refund of all charges billed after my membership cancellation on January 21st, 2022- for a total of $1,257.00. On January 21st, 2022, I asked the front desk associate to cancel my membership and services. I also filled out the cancellation questionnaire at the Gold's Gym location, took a picture, and left. Shortly thereafter, I received a call from one of the managers asking me to reconsider. I explained that, given my awful experience with my trainer, I would not be moving forward with my membership. He attempted to give me back some of the training hours. However, I expressed that I was not interested. I have the picture taken after filling out a cancellation questionnaire given to me by a front desk associate. The picture includes Time Stamp and location, as saved on my ******. According to my conversations and membership agreement, I should be billed no charges 30 days after cancelation. In this case, February 21st, 2022. On July 14th, 2022, I called the gym inquiring about the charges. They stated: the gym has no documents on file or knowledge I did or even attempted to cancel my membership. There was nothing they could do to stop my membership. 2) The gym could only issue me a new membership cancellation with additional 30 days' notice. Lastly, to not contact them again. The manager hung up. I called three times, and they stated that the manager was busy at lunch or unavailable. The deliberate practices listed above include ill intent, an attempt to conceal that I in fact canceled my membership in person, and intimidation. I want my membership to be stopped immediately and a full refund of $1,257.09.

  Business response

  06/24/2022

  ---------- Forwarded message ---------
  From: Samuel H*********** <**********************@goldsgymdcmetro.com>
  Date: Thu, Jun 23, 2022 at 12:27 PM
  Subject: ********
  To: Dispute Resolution Team <[email protected]>
  

  
  

  Greetings,

  
  

  Thank you for the opportunity to resolve this issue.  

  
  

  We understand ***** is frustrated, but her account of the issue is not correct.

  
  

  She cancelled her Training and On-Demand services on the date she stated, attached is her original cancellation form, that she sent us. As you can see only the On-Demand service and Training service are listed for cancellation in her own writing.
  
  

  ***** sent us a short time later a doctored cancellation form, that is also attached, that was different from the original that she also sent over.  As we stated the original cancellation form only had the services being cancelled, the doctored one, included the membership portion (which you can tell by highlighting the "X" in the box in the pdf attached) and now she was asking for a larger refund than she was due.  Once we were sent the doctored form, we alerted her via email that we would not be refunding any of the membership portion. 

  
  

  I would also just like to say, we did not hang up on her at any time.  We do cancellations every day.  We try and make a seamless process for our members.  Our Gold's Gym has the highest ****** rating in the DMV area.  We attempted to fix the portion that was our fault,  but this person is dishonest and sent doctored information and is now asking for much more of a refund than she is due.

  
  

  Thank you again, 

  
  

  We do appreciate your time.

  
  

  Best, 

  
  

*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. ↩