ComplaintsforGold's Gym

• Initial Complaint

  11/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I attempted to cancel my membership back in October when I moved from the area. I talked to the associate and one said I had to send in a letter saying I want to cancel. I sent the letter and the "manager" said they never got it. I sent another letter but I certified it and sent the picture of proof. They're saying they still didn't get it and lied and said it can be don't over e-mail which they never mentioned. I pay $7 a month for a stupid membership. They are ***** pinching me and are continuing to charge me per month after I moved OVER A MONTH AGO. My ask is to cancel my membership over a month ago!! The manager is unprofessional and they are charging me money necessarily.

  

  Business response

  01/23/2024

  ****************** enrolled with Golds Gym in August of 2022. At that time a copy of his agreement was emailed to him containing all relevant information for using, maintaining, and cancelling his account.

  
  In Oct of 2023, ****************** closed his checking account but did not cancel his membership resulting in a past due balance. When notified ****************** was extremely rude and demeaning to staff members and proceeded to escalate his issue until finally succumbing to the stated policy and properly canceled his account off and paid the past due.

  The matter was considered closed as of 11/28/23

  Customer response

  01/29/2024

   
  Complaint: 20902250
  
  I am rejecting this response because the response doesn't address the nature of the complaint and simply redirects the impetus in which it's directed.  Furthermore, I trust this correspondence finds you well. I am writing to bring to your esteemed attention certain inaccuracies in Golds Gym's response to my membership concerns. It is imperative that these discrepancies are rectified to ensure a fair and accurate representation of the situation.

  
  Firstly, the assertion that I closed my checking account in October of 2023 as the primary reason for the membership closure is inaccurate. I wish to clarify that the decision to terminate my membership stemmed from my relocation. Despite multiple attempts to communicate this vital information to Golds Gym, I encountered a series of conflicting messages from staff members, which regrettably led to the delay in canceling my membership.

  
  Secondly, the statement claiming I was "extremely rude and demeaning" to staff members is grossly misleading. I would like to specify that my interactions were conducted with the utmost respect and courtesy, except in the case of one individual, ************** is regrettable that I had to escalate the matter due to his persistent provision of incorrect and conflicting information. My intention was not to be confrontational but rather to seek clarity and resolution.
  I request that these clarifications be duly noted and reflected in the records. Accuracy in such matters is paramount, and I trust that the Better Business Bureau will ensure a fair assessment of the situation.
  I anticipate your prompt attention to this matter and appreciate your commitment to upholding standards of transparency and fairness.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a member for almost 10 years at the Gold's Farragut location. I have been completely disheartened with the lack of cleaning/upkeep that has happened at this location, and what sounds like most East ** locations, for the past year or so. I have been in touch with several GMs at ************ location as they have come and go, and always gotten the same response that they are working on the cleanliness issues, but nothing ever seems to change much. These past couple of months have probably been the worst- tons of machines are down, one hip adduction machine isn't level and will probably have an accident of someone tipping over as they're getting on it, 2 of the water fountains hardly work, paper towels are hardly replaced, there's sometimes no toilet paper, and there's constantly trash on the floor throughout the gym. Last week, I saw the same pieces of trash in the women's bathroom for several days straight, which led me to believe nobody is cleaning the floors. The sinks and floors are filthy and moldy. Dusting and collections/piles of dust are another big issue. I know each gym is independently owned, and I don't know who the owner is of this Farragut location, but I would hope they would start caring more about their members and reputation of the gym. A simple look at the ****** reviews and BBB reviews/complaints, will tell you everything you need to know about how downhill this has become. It gets extremely frustrating when so many people are voicing complaints, and nothing is being done. Many people have talked about cancelling their membership due to these issues, and it wouldn't surprise me if more and more people continue to leave. If we are going to be charged an "enhancement fee" and yet nothing is actually being enhanced and the state of the gym continues to get worse, there should definitely be concerns. I hope to hear back from someone and start to see solutions.

  

  Business response

  11/21/2023

  First let me apologize for the delay in responding to your complaint. In the last several months we have been implementing staffing and procedural changes to start solving the root problems of your concerns with cleanliness and club safety. We are also planning out some much needed major renovations for the club to address issues with the locker rooms.
  I would be more than happy to continue to speak or meet with you about this matter and will attach my contact information to the complaint. 

• Initial Complaint

  08/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I began my membership at this gym over a year ago and I have only been 3 times. I have requested to cancel my membership and i was told i would have to come inside the gym in order to cancel. I am unable to do this due to my work schedule. After receiving a email from ********************* ,the collections manager in TN, I was told that i could have emailed or sent a letter as well as come into the gym to cancel. I was told i would have to pay past due of 121 plus a $46 30-day notice fee owed in order to cancel. Due to my financial situation i am unable to cover all of that at this moment. I was then told I would continue to be charged late fees and membership fees until i pay the past due in order to even close my account. I would never recommend this gym because they make it so hard to cancel your membership. They are threatening to send me to collections now as well.

  

  Business response

  08/21/2023

  ******************************* ***********- signed herself up online on 12/27/2021 under a VIP level membership. Her first payment processed on 1/7/22 however IMMIEDIATLY after this the card started declining. Account was past due for a month,the caught up, but went past due for another month in April, then became past due from 05/13/22 to 06/30/22. From here the account is in a perpetual state of being past due with a declined CC, only processing a single payment about once every ***** days (half of the normal amount we bill biweekly). This continued from 06/30/22 until 03/31/23 when the card finally started processing normally until 06/09/23 when the customer placed a hold on the card.

  
  The member was contacted by our billing **** numerous times starting in Feb 2022 until Aug 23, never receiving any response until the account was to be turned over to 3rd party.

  
  Additionally, all of the relevant cancelation, billing, and member questions and contract info is available on our website, in the agreement sent to the member on sign **, in all of the email correspondence from our billing ****, as well as posted in the club.  

  Customer response

  08/24/2023

   
  Complaint: 20432521
  
  I am rejecting this response because: regardless of issues with payment, I was informed several times I had to come into the gym to cancel. I only went to this stupid scam of a business twice!!! I was never told until I finally talked to their collections person who was extremely rude. He then told me I could email or send a letter in but this was not passed on to me anytime I tried to contact the gym about canceling.  Apparently this is a common issue with this business.  If a customer wants to cancel then they should be able to without an issue. I also got charged for not giving them a notice of cancelation of which I have proof that I have requested to cancel. 
  
  Sincerely,
  
  *****************************

  Customer response

  08/24/2023

  I really would like no further contact from this business. 

• Initial Complaint

  07/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was a Golds Gym member I originally sign up at the ************** ** location later moved and went to the *********** ** location they are owned by the same franchise. We have since moved to GA and cannot use this gym anymore bringing of April I called to cancel my membership. Someone told me I must come in to make a cancellation that is ridiculous I told her that *** moved out of state, after giving me run around and making other calls for 2 days she said she would email me instruction to cancel. I kept calling because I didnt receive the email, eventually she gave me the instructions to cancel which included sending their corporate office a letter via certified mail. I did this, the tracking on it says they received it on May 11th. Ive still been charged twice a month for my membership. I call both locations 2-3 times a week, there is NEVER a manager there which I find hard to believe I think they just dont want to get on the phone and deal with a problem. Im always promised a return phone call Ive not received one to this day. It shouldnt be this difficult, I did my part I just want them to refund my money since May 11th and cancel my membership. Please assist.Thank you

  

  Business response

  08/21/2023

  Due to technical and staffing issues this account was not properly handled. We have considering it fully closed as of May 11th 2023 and have issued full refunds for all transactions after this date. All payment should have posted by now and the account is fully closed.
  If there is anything else we can assist with please do not hesitate to reach out.  

• Initial Complaint

  06/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had a gym membership but cancelled in person over two years ago. gym is still charging me. I've made phone calls, written letters and sent emails and gym is still charging me. I cancelled their billing access to my **************** card, have been shared monthly for two plus years even though I can't access the gym , have no membership card and haven't used the gym in over two years. I do not live in the city of the gym location.If the employee, at the front desk that closed my membership with on ********** in ***********, **, made a paperwork error or omission that is not my fault. I will file a lawsuit for harassment if the Gym continues its insane path. The y owe me for two plus years of gym payments.

  Customer response

  06/23/2023

  Golds gym

  ***********************/p>

  ***********, ** 37421

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

  Customer response

  06/23/2023

  Golds gym

  ***********************/p>

  ***********, ** 37421

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

  Customer response

  06/23/2023

  Please note the gym membership location is in *********** ** but the membership and collections is in *********, **

  

  Business response

  07/31/2023

  ****************** enrolled himself online under the name *************************** on 01/15/2020. At this time he was sent a full copy of his signed agreement with all terms and processes outlined. Our records indicate that he checked in 2 times, the last being 03/20/20. At some point in June, ****************** issued a chargeback on his AMEX causing the account to become past due, a chargeback he ultimately lost.  The account was not accessed again until June 2023 when the past due emails were being sent to ****************** by our in house collections director.  There is no record of correspondence in relation to this account until contact was initiated by *****. There is no record of ****************** requesting to cancel or any of the required 3 pieces of documentation we internally keep on all cancelled agreements. 

  When our internal collections Director ***** reached out he was met with rude responses and threats from ******************. Here is their correspondence.
  On Tuesday, June 20, 2023 at 12:02:33 PM CDT, ************************* <********************> wrote:
  I cancelled in person in ***********. *** called and Ive written letters. Including now I dont have a card to enter and there is no record I have used the facility in two plus years. You wont get another ***** from me but I *********************** the membership now or face the consequences. Im filing a BBB complaint on you now!
  
  On Jun 20, 2023, at 12:05 PM, ***** .<***************************************> wrote:If you cancelled in person you would have been given a document proving cancellation. If you sent letters, it was required that they were sent via certified mail. Either way, you would have documentation. If you can provide documentation, I will cancel the membership and refund the appropriate amount. If not, the account will remain active and you will need to take the steps provided to cancel your account. *********************
  
  On Friday, June 23, 2023 at 06:16:52 PM CDT, ************************* <********************> wrote:
  Yes and I have documentation. Plus you personally have been notified. Run the use logs and you will see I havent been in years and dont even have an assessment card. The judge will make you anyway. Even your ********** manager failed to provide the instructions you say are policy. YOU have been notified personally. Im not even asking for back payment for 2.5 years. I just want you losers to go away. You will not get another cent from me.
  Sent from my iPhone
  
  To: ************************* <********************>
  Sent: Friday, June 23, 2023 at 06:22:35 PM CDT
  Subject: Re: Account Overdue -If you have the documentation, please provide it! That's all I need. You notifying me that you sent a letter is not proof of the letters being sent. Believe it or not, working in collections, a lot of people like to lie to avoid paying their bill. I'm not accusing you of lying to me, but it's odd you claim to have documentation but won't provide it.If you have the documentation, why make this more difficult than it needs to be? Check-ins don't matter, what matters is evidence of proper cancellation procedures being followed. Again, please provide documentation that you sent a letter via certified mail.- *********************

  
  
  ****************** never replied nor did he provide said documentation.Golds Gym made a good faith effort to resolve this account but has been met with rude responses and threats. At no time did ****************** make an effort to resolve this issue or provide documentation or even a date he canceled on. 

  Customer response

  08/01/2023

   
  Complaint: 20210746
  
  I am rejecting this response because:

   

  they admit I notified them; Im not responsible for their employees lack of action when I resigned in person.

  I contacted several managers in ********* and *********** (*** road location) and none provided a solution and their responses were conflicting. The bottom line is this is a deliberate scam to get extra money from member who want to leave the club. I am not in violation of any breach of contract and MANY Gold Gym employees have been notified. I should *** for all the funds they have absconded with and advertise in TN what a dishonest business this is. 
  
  Sincerely,
  
  *************************

  Customer response

  09/01/2023

  The business did not answer the complaint but merely denied I cancelled the membership. There was no future obligation in the contract and I closed the account in person. For many months I was given the run around about how to close the account even though local management said I was fine and the corporate account folks

  knew for months I was wanting to close the account. After filing the BBB complaint, the business has largely left me alone since they know they cant take me to court and can no longer extort money from me.

• Initial Complaint

  04/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  For the past 6 months I have made a simple request.... please replace the foot straps on their Concept 2 rowing machines. This is a safety issue. All I get is the runaround.This is at the Golds Gym Facility, ********* ************** Pike Golds gym Location.Thank you for your help.********************* (Silver Sneakers member)******************************************************* ************

  

  Business response

  05/15/2023

  My apologies for the maintenance issue not being addressed in an appropriate amount of time. I have ordered new straps for all rowers and a set of back *** for each. They should arrive late this week and I will personally install them the week after.
  

  We appreciate your efforts to help ** make Golds Gym ******** a safe and fun club. 

• Initial Complaint

  04/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for me and my under age son memberships in April of 2022. Today I went to cancel because I was lied to upon sign up that the sauna would reopen. It hasn't. The gym is typically dirty and always broken machines. I have paid out the contract I signed. So I am now month to month. I tried to give a 30 day notice this evening and was met with a girl with a horrible attitude and zero buisness working with the public who said she was the manager on duty and I had to pay for the 30 day cancelation up front. I was just told at sign up I just had to give a 30 day written notice which is what I tried to do today. I understand that during that 30 days if I owe I would be charged. I was NEVER told I would have to pay UPFRONT to cancel or they never would have gotten my money to start. I want my membership canceled. Not to pay UPFRONT to cancel a month to month when I don't even want to go to this gym another 30 days between trainers standing around flirting with members, desk workers never at the desk because they are watching others lift or having conversation with friends when you come in or leave. To broken machines and the women's only area being bare as possible. I want my membership canceled and be done.

  Customer response

  04/13/2023

  Golds Gym ****************** ********* ** 

  Customer response

  04/13/2023

  Golds Gym 

  ******** Hwy

  ********* Tennessee

  

  Business response

  05/15/2023

  Golds Gym cancelation policy requires a 30 day notice. As part of this notice we collect the final owed amounts for two reasons. First it gives ** time to remove the account from the auto draft system. Second- it cuts down on accounts being sent to collections, which costs everyone involved more.
  This should have been explained to you when you signed up along with the 30 day notice requirement. I have refunded the $42 paid on 4/14.You should receive it within 3-5 business days. 

• Initial Complaint

  11/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had a month to month membership with golds gym I have tried multiple times to cancel and keep getting told I need to speak to a manager everytime I go by there is never one to talk to. If I paid more for a month to month membership it shouldnt be impossible to cancel. I emailed them today and got this nasty response after reading reviews they do this all the time

  Customer response

  11/09/2022

  Golds Gym 

  1713 ************************************************************************

  

  Business response

  11/30/2022

  Cancellations are handled in the club Monday - Friday from 9am to 7pm. A manager is on site and available during these hours. We also accept cancelations via ceritifed letter.
  The cancellation process takes 30 days from the point of request (or post ****** Once received you will be contacted by the billing department and given further instruction. All accounts must be current and all past dues paid prior to the 30 day notice beginning.
  We show Ms. ****** account was canceled by our billing director on 11/08/22. 

• Initial Complaint

  10/27/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In September 2021 I signed a one-year contract with Gold's Gym Tennessee. In October of 2021 I moved to ****************, but beforehand I attempted to cancel my membership in person, over the phone, and through the mail. All of these attempts were rejected and I continued to be charged. In July 2022 Gold's Gym was required to inform me that my year was up and offer me the option to cancel before my membership became a permanent month-to-month. They did not send this message or make that offer. In September 2022, due to their contractual violations, obvious malicious intent in refusing my cancellation notices, and inability to provide services in ****************, I issued a stop payment request with my bank. On October 26, 2022 I was sent to collections.

  

  Business response

  11/08/2022

  ************** enrolled himself online with Golds Gym on 07/14/2021. He elected to do a silver level plan with a 12 month agreement.  Payments for his plan began to decline in Sept of 2021, and the member issued chargebacks for his dues. The chargebacks were deemed invalid, and the amounts were reposted to his account.  During this time, we attempted to contact ************** at his email and phone number on file (which match the info in this complaint) over 20 times, with no response until Oct 2022.  
  There is no documentation of ************** attempting to cancel his agreement. Sending a cancelation request by certified mail (as outlined in the agreement) would provide the member with tracking information. ************** was unable to provide this or any other documentation to support his claims.  
  Additionally, ************** was abusive in his language with our collections **** and made several threats of additional action. Ultimately ************* paid the collection amount, and the account has been closed. 

  Customer response

  11/08/2022

   
  Complaint: 18321687
  
  I am rejecting this response because:
  
  Sincerely, the collections manager in question acknowledged wrongdoing on their part and closed my account. I did not pay collections, since Gold's Gym had the debt removed after acknowledging wrongdoing. They broke the same clause of my girlfriend's contract and I don't doubt there are many more people affected. This guy is straight up lying and I have the emails to prove it. And yes, I probably did hurt his feelings. Boo hoo.
  
  *********************

• Initial Complaint

  10/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  10/02/22 i was at golds gym on **** old fort pkwy doing my normal workout using a machine closest to the desk maybe 10 ft away when the person behind the counter tells me im making too much noise,granted all the machines are metal and have no rubber cushion so when you lower the weights they are going to make noise. I have a membership at another gym just 5 minutes away so i just told the employee to cancel my membership and id never come back,he stated that he could not cancel my membership,then proceeded to tell me how i was suppose to workout eventually he told me to leave and even called the police to have me banned from the business which im ok with but he still takes money from my account,i want my withdrawals stopped immediately since i can no longer go inside to have someone cancel my membership,granted they have video cameras thruout the whole businees which i asked to see.I want an apology from this business and no more withdrwals from my account.

  

  Business response

  10/09/2022

  On 10/2/22, ******************** was involved in an altercation with the staff that escalated to the point that police were called. He has since called and harassed staff members at multiple clubs. He has been banned from all Gold's Gyms and his membership terminated.

  Customer response

  10/13/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I never harassed the members at any of the locations,the staff at golds on old fort told me I was being to loud,which I wasn't all I told him was to just cancel my membership,he said he couldn't cancel on Sundays which isn't true because my wife came to the same location 3 weeks prior and canceled hers,I called the other location to confirm my membership had been canceled and was told it hadn't been and the person on the phone said they can't cancel over the phone I had to come in,I informed her I was told not to come on the property, I want a refund they took out several days after I tried repeatedly to get my membership canceled. I never harassed anyone.The staff member at the old fort had told the police I threatened him which is untrue and false.I just want my refund they took several days after the original incident.

*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. ↩