Complaints

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:06/13/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 had signed up for a gym membership about three weeks ago (around May 20, 2023) but have had too much trouble with getting into their system and having to wait up to 20 minutes before someone would notify my trainer that I was there. I complained that without a key card and not being able to get their app to work, I didn't feel like I was welcome there. They had a stand-alone computer at the check-in desk that said "sign in here" but that computer was not connected to anything in their member check-in system. I also had some issues with other members not respecting my space on the couple of occasions. On June 9, I asked that my membership be cancelled. While someone responded to my complaints about their sign-in system, no one has address my request to cancel my membership. I want assurances that they have cancelled my membership and deleted my account information from their system.

• Initial Complaint

  Date:10/11/2022

  Type:Product Issues
  Status:

  UnansweredMore 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.

  You helped me some years ago with a complaint involving this same company. My husband and I signed a contract before the Gold's Gym in Ballston (Arlington, VA) opened, back in 1998 or 1999. They assured us we could be members for life for the price of about $30 per month each, and we agreed, signing this contract. As the years passed, they seemed to have buyer's remorse about this agreement, trying on at least one occasion to pass on additional monthly charges to us. We tried to reach a manager about this and it took us months to resolve it: with your help Gold's eventually relented and agreed to honor the agreement they'd signed. More recently, when the COVID-19 pandemic occurred, the gym closed for numerous months, yet they continued to charge us fees for use of the gym. They later announced that members could have amounts charged during COVID-19 refunded, upon request, and so I stopped by the gym to make this request after they charged us an $80 "fee" because we had to substitute a new **** card for automated billing (after a previous **** card was compromised and w had to close it, at our bank's insistence). They have yet to refund us the amounts they charged us when the months-long period when the gym was closed to members. We largely stopped using the gym after that, and they have denied us access to it; since then, my husband joined another gym and I ceased using Gold's. They're now sending us letters from an attorney insisting we "owe" $180, and implying we'll face legal action if we don't pay up. I've asked for an accounting of all the fees they say we owe and what we've paid during COVID pandemic and explanation of why they are unwilling to refund the amounts they pledged to refund to members during that period. I'd appreciate your help in getting an accounting for us and resolving this matter, as their Ballston manager has not reached out, despite my stopping by gym numerous occasions over the last six months and requesting that one contact us.