ComplaintsforGold's Gym

• Initial Complaint

  12/28/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  A agent helped me opened a family account cost 120$per month in 10/17/2021 And told me i can cancel it anytime i want. Due to busy work we decided to closed the account at Dec. when i went to there told that agent help me opened my account we were too tired at work can't come. So he suggestion ********* the account for 5months if we still will come back here. We said ok. After few months i came back decided to close the account they told me the agent left and i been signed 2 Years lease with them. I been cheating. The agent never told me anything like 2years lease. Told me i can't closed my account like this. I try email they call they even came to the office. They can't help me do nothing. They keep charging me till now cost $2017. As i customer . I feel hurt and been cheating and they didn't do anything help me.

  Business response

  01/09/2023

  ********************* is stating that Golds Gym has her in a 2 year agreement which is false.  The family membership that she signed a contract for is for 18 months.  Because she took advantage of a six-month freeze on the membership, that has extended her membership those number of months.  There is nothing fraudulent about the agreement.  The auto renewal date was clearly written on her agreement as 4/18/23.  The six months extension is because of the freeze period she requested.

  Xuequing ************* have the six month freeze period that is owed, completely waived by Golds Gym, however, the past due balance is being required to cancel the membership.   If we remove the late fees and all future payments that would be included in her membership contract, the total due to end the membership is $860.

  Contact the gym directly to arrange payment and secure documentation as to the termination of this membership.

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

   

  Customer response

  01/10/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  The most important thing is  the agent  never  told me  i have a 2years term of member ship with them. He told me  i can cancel it  anytime  i want. And told me  i Don't  have to  pay  when i freeze my account. There's a big lie and they cheat on me  because  i Don't  have  good enough ************** try many times went to  their  office  try to cancel the membership they don't  let me  do it and they  don't care about if the agent  set me up they didn't do nothing  about it. I never  use the membership and they  still  keep  charge for it. It's  unfair for people  who don't  understand  English  . 

  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *********************
  
  
  
  

  
  

  Customer response

  04/10/2023

  Hello my name is *********************. I went to the gym and found the billing manager. She told me paid the money and will close the membership account and close the file about of overdue money. I just wanna make sure they will keep the promise and don't leave bad influence on my credit!!! And i need to know when they will close out the file on me and take it back from my report . Thank you.

  Business response

  04/10/2023

  The account is already closed and removed from collections.

  This complaint was unnecessary.

• Initial Complaint

  05/03/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In October of 2021 I signed up for a gym membership. When I signed up I was told it was a 6month contract and it was pretty simple to cancel. I called to cancel I was told I had to come in and cancel. When I want in to cancel I was greeted with rudeness. The girl upfront told me I had to email or call billing. When I asked to speak to a manger they said there wasn't anyone I could talk to. So I emailed Ailyn V********. When I emailed her what happen at the gym she said she was the manager on duty and she talked to me which is not true. If she was at the gym why did I have to email her? She said I signed up for a year contract which I did not I signed up for 6 months (so I thought). When I signed up I never seen the "contract". She ( as In Lynn) just said "sign on this pad this is saying you allow me to sign you up". So I said I need to cancel do to medical reasons and then they asked for a doctors note! My medical reasons doesn't not concern them. But when I called billing this morning May 3rd at 09:13am (888-288-0160). The lady I spoke to said I need to call the gym but the gym says call billing. I am getting the run around now and I just want to cancel my gym membership. I was signed up for a contract that I was not aware of. I think its unfair they want me to pay the rest of my "contract" in full to cancel.

  Business response

  05/04/2022

  the manager on duty asked for an email to have written documentation of the request. written documentation is proof that the actual member made the request. normal procedure.
  the general manager signed this member up with a contract that has 9 signature lines and has been sent to this member as proof as to what she agreed. the rate this member pays is the rate for a one year membership not a six month membership.
  Lastly, if a member wants to cancel while still in term, and the reason is medical, there has to be a doctors note accompanying the request for it to be considered, again, this is in the signed contract. this was explained by a manager to this member. normal request to break an agreement.
  
  

• Initial Complaint

  04/20/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In August 2021, I called Gold's Gym, Arboretum, to let them know I wanted to cancel my membership. I was told I would have to go into the gym to make a cancellation. I went to the gym and was given a business card with the contact information of **** Billing (8882880160) which they contract to handle memberships. I called and cancelled my membership. Yesterday, I was reviewing my credit card statement yesterday and saw that my membership fees had been withdrawn for the month of April 2022. I then reviewed all of my statements and found that **** had continued to automatically deduct membership each month via my credit card. I call **** this morning and talked to four individuals. One was courteous and helpful. The other three talked over me, yelled at me, and when I had to yell to be heard, disconnected me after telling me that the call had been recorded. I was told that on 8/18/2021, **** had sent me an email outlining the process for cancellation. I searched all parts of my email (in box, spam, trash, etc. and had not record of such an email). I asked if they would resend the email, and they refused. I asked to speak to a supervisor and they refused. They told me that they knew that the representative from **** had told me exactly what to do to cancel the membership because the conversation was recorded. I asked for a copy of the recording or a transcript, and they again refused. I asked them for their address and they refused to give it to me. I asked them how to spell the name of their company, and there would not. This was all within the most disrespectful, rude and unprofessional behavior I have ever encountered. I called the manager at Gold's Gym and she told me that the local person who handles finances. I never received a phone call. I call Gold's Gym

  Business response

  05/02/2022

  I am not a representative for **** Billing so I do not have the information regarding their exchanges on the phone.

   

  This account has already been closed as far as I can see and there are several chargebacks from the member disputing the fees over last several months.

   

   

  Customer response

  05/03/2022

  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [email protected].
  
  Regards,
  ***** ****
  
  
  
  

• Initial Complaint

  02/25/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 08/03/2021 I wanted to see about signing up for Gold Gym, I talked to a lady name Lynn through text and explained to her that I did not want a contract. She told me that she can put me on a 6 month plan, where if I did not want the plan by 01/01/2022 they will stop the promotion. When I was signing, she told me it was only for 6 months, and they only had a signing electronic pad, could not see what I was signing. I asked her if I want to cancel how can I? She stated I just have to call back to cancel the plan before 01/01/2022. Since 12/01/2021 I been calling and getting the run around 1. time they told me call a customer number 2. They told me called a different number 3. They told me to come in and drove all the way up there for them to give me a piece a paper saying I have to cancel by email. Then when I sent the email, Lynn contacted me by phone stated that I signed a contract for a year. She sent the contract to me through email then hung up in my face. When I was signing, she told me it was only for 6 months, and they only had a signing electronic pad, could not see what I was signing. She was rude and unprofessional. And with a service customer service should always come first. I have pictures of my conversation stated that I do not want a contract.

  Business response

  02/28/2022

  I am glad she attached all texts and a copy of the agreement that was reviewed at signing.

  There is zero indication in that text series that we discussed a six month agreement.  I stated all costs for each term membership and non-term membership that she inquired about.  she never chose a type of  membership in the texts. They prove that I told her pricing for various memberships.  

  She chose a one year term based on the price.  No-term memberships are the most expensive and frequently why members don't choose them.

  Her cancellation occurs at the end of the term of the membership.  It has already been set by her request to cancel at that time.

  Customer response

  02/28/2022

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  When I spoke with her, in person she said she will put me on a 6 months contract because I was working with RG for only 6 months. So you stated she was putting me on a 6 months. So if I decided to stay with Golds I will sign that year agreement. Because if you look at my bill it stated ***** but I been paying something totally different. I do not agree with this at all. Then they gave me the run around to cancel a membership that I did not agree with. I explained to her I did not want a Contract and I know I did not agree on a year contract. They can keep the past money Just get me out from dealing with them all together. This is why people leaving this facility because of sneaky and rudeness. 
  
  Regards,
  
  ****** ******
  
  
  
  
  

  Business response

  03/16/2022

  there is no evidence of a six month membership. the rate that is on this agreement is for a year term. a six month term is ***** monthly.
  the member can payout the balance and we will cancel immediately.
  
  

• Initial Complaint

  01/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have asked for a new password to the new and updated account online and I was lied to by the continuously disrespectful general manager stating there is no login even though I was able to login before the updated account. The general manager continues to ignore any of my inquiries and even though I've communicated; I have been overcharged and charged multiple times for no reason. I have made a payment arrangement and still this company continues to charge at their discretion. I have attempted to contact for help from another supervisor and no one has yet responded.

  Business response

  01/18/2022

  Elizabeth ***** is the name on our memberships, not Elizabeth ******.

  I have attached her original membership agreement that she signed online.

  The second membership agreement is the upgrade that she requested to enable her to bring a friend.

  She has consistently been unable to pay the dues on time, therefore the last 3 payments (only one of which has been paid) have late fees attached.

  Her questions have been answered on the phone when she calls the gym regarding her payments.

  If she wants to use Golds Gym mobile app and reset a password, that is done by her.  She will have to download the app again and proceed.  We do not assign passwords or codes from the gym.

   

  Customer response

  01/19/2022

  Better Business Bureau:
  
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID 16477181, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  The only bill that has not yet been paid for is the current contract of $***** and I have informed the company along with the general manager a payment will be completed January 22,2022. I originally requested the bill to have a 22nd due date and I was informed the contract is now on hold; so to change the due date; the $***** & $***** late fee would have to be completed first. I asked the general manager to notate the account I will make the $***** and $***** late payment on the 22nd of January and asked for a confirmation I spoke with her and even though she said she will; its doubtful because I never receieved that confirmation from them and in less than 48 hours later; someone from the billing department calls me for payment. I explained I already spoke with the general manager and I do not need a consistent reminder all the way to the date the payment being completed. The two previous contracts are cancelled and I have not even utilized the facility for the month of January cause I'm aware the payment has to be completed first however I'm receiving constant notification of attempted withdrawals in my bank account that I did not authorize.
  As for the login; before I settled with the very last contract I was capable of logging into the member portal and now the member portal says "multiple accounts linked under this information; contact gym by phone number". I did as instructed and I keep getting told something else.
  
  
  Regards,
  
  
  Elizabeth ****** 
  
  
  
  
  

*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. ↩