ComplaintsforGold's Gym

• Initial Complaint

  04/01/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I need to cancel my membership because our family is moving outside of the **** in May of 2023. I was told that I could only cancel my membership in person, but each of the four times I have gone to the gym to cancel, there is no manager onsite, and no one else is able to cancel the membership. This is incredibly shady, it's fraudulent, and I am sick of it. Shameful that this is how you treat the family of service members, your customers, and the communities you do business in.

  Business response

  04/03/2023

  Good afternoon!

  I'm sorry you have been given such little information. You can always cancel with us via letter if you cannot make it in during manager hours. In response to your situation I have gone ahead and cancelled out your membership effective immediately. The membership I found was under the name *******************. If you have any concerns please feel free to contact me Mon-Fri 10am-7pm. Just ask for ***** when you call.

   

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

  General Manager

• Initial Complaint

  12/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I did not want to sign up because of prior bad experience but I listen to the reassurance of others because they stated its NO CONTRACT anymore. I initially tried to cancel by calling and was told a manger is not in but **** Monday-Friday, again I call during those hours! Next time I was there and asked to cancel and was told only a manager can do it and one is not available at the moment. I have not used the membership in over 6+ months and just being charged fees+dues, can be validated by the tag scan. I only tried again because it was stated as no commitment cancel anytime but nobody warns of the run around you have to do. Then to send a bill saying owe you? I was giving free money this whole time and requested cancellation multiple times what more was I suppose to do?

  Business response

  12/29/2022

  Good afternoon! We apologize for the delay, as the General Manager was away and out of the office on vacation.

  Please call the facility and ask to speak with myself, ************************* Mon-Fri 10am-6pm. I can assist you with this matter. Or email me at *********************************************** and we can schedule a time to talk about this issue so we can get this resolved ASAP for you. 

  Thank you! 

   

• Initial Complaint

  09/17/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was a silver sneakers member of the Golds Gym on Laburnum. I moved to South Side in Sept. 2017. I personally went to the Laburnum location and cancelled the membership early in the morning. I went to the ******************* location afterward and signed up as a Silver sneakers member there. That was 5 years ago this Sept. Now today,September 17,2022 some staff member comes and tell me I cannot stay I had to leave or he is calling the police because their computer is telling them I am cancelled at the Laburnum location but not signed in at *************** location. The whole of 5 years I have been at the current location no one has said anything about this.

  Business response

  09/20/2022

  Good morning:

   

  We spoke to the member yesterday and to Summarize the conversation we had today, the accounts they had with our franchise were not associated with *************** location nor were active accounts. Unfortunately we can not allow anyone to work out unless they are an active member with us or purchase a guest pass. 

  Thank you for your time. 

  Customer response

  09/20/2022

  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.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***************
  
  
  I showed the manager, ***** my Silver sneakers card.   He said he would call me once he decides if he will ***** me a membership.  This issued has not been resolved.  I have been using the same key fobe for the past 5 years and no one has said anything about it.

  I do not see any reason why he should not allow me back into the club after proving to him I am a Silver Sneakers member.

  
  

  Business response

  09/20/2022

  Hello,

   

  The reason we have decided not to allow ***** back in our facility was through her actions ( which was explained to her in person). She got extremely loud, irate, and rude with our staff. This is something golds gym does not condone nor tolerate. We have made the decision not to allow her back in our facility for this reason. This is our final decision. Thank you for your time. 

   

  Please see the below email that another member sent us who witnessed what happened and was concerned:

   

  Good Evening,  my name is ________ (Left out for privacy) and I was there at the gym on Saturday September 17th. I was on the stairmaster when I heard an older lady yelling which caught my attention. She was yelling at ************************I couldn't hear everything ****** was saying, but he was very calm in his demeanor. The lady continued to yell for the next 15 minutes, cursing and calling ****** out of his name. She kept stating that no one else tells her anything and he said he is just doing his job and to come to the desk to get everything taken care of, which she refused. She stated you need to check your computer, my insurance pays for me to be here. At the end of the conversation she threatened to call the police, and because of the lady aggressive behavior ****** asked her to leave the gym, which she then called him an ugly ************, and then stormed off.

  Customer response

  09/20/2022

  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.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***************
  
  
  They got this lady just to lie for him.  I did not argue with him.  I did not threaten to call the police, he did after asking me to leave.  He did not clearly explain why I needed to come to the desk and when asked if he was the manager, he did not say what his line of authority was.  I was not giving him my personal information if he did not identify who he was.  I have used the same pass to get into the gym for the past five years except for the pandemic time and no one has ever confronted me about it.  Why couldn't the staff write me a letter or call me by phone if there was a problem. He told me I have not been paying anything for the past 5 years.  That really  made me mad because I pay $191.00 a month for my ******** supplement and it includes Silver Sneakers membership.

  He did not explain that the gym was not getting paid for my membership.  I did not know that.  I just put the card up to the light and it beeps me in.  I cannot see the screen on the desk that my membership was cancelled.

  
  

• Initial Complaint

  12/06/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have a gold membership with this gym that I signed a contract to get that allows me to bring a guest with me to workout and they have now implemented that no one is allowed to bring a guest any more which breaks the contract that I signed. I pay more for the gold membership for the guest privileges as well as the unlimited usage of all affiliated gold's gyms. I would have gotten the **** a month membership that doesn't allow guests nor usage of all affiliated gold's gym access had I know that they would just get do away with the signed contract. I don't think this is legal and I need some answers to this.

  Business response

  12/15/2021

  Dear Ms. *******,
  
  We truly understand your concern and apologize for your dismay; however, the decision to do away with guest privilege's was not done lightly. After much debate and much concern, we chose to remove guest privileges to ensure a more enjoyable and safe environment for our members. The agreement that was signed reserves Gold’s Gym the right to update amenities on any membership type at any time. We apologize for any inconveniences that this caused you. We do want to let you know that because we made this decision, we are offering specials for the month of December for guests who sign up.
  
  Sincerely,
  
  Tommy W****** – General Manager

*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. ↩