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:01/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Date of issue: 01-21-2025 Name of Employee I spoke with -***** -**** I called about my account due to its past due status. I had recently made a $98 payment on 01-06-2025 that made my account in good standing. my membership was not due until the end of the month (26th-28th). I was notified my account was past due. I called on 01-16-25 and 01-19-25 requested a call back and was told 2 completely different things. On Tuesday I called and spoke with a manger ***** (not sure how to spell the name). He told me due to my account showing missed payments I was a liar, trying to commit fraud and told me that I knew all of this information and it did not matter if the other 2 people gave miss information. He looked at my account and discriminated against me due to my economic status. The account was past due, due to a enhancement fee that was charged on 01-15-25. I called ok 01-16-2025 and the company told me I my account was fine and they owed me money ($20). My issue was, why am I paying *** fees from after the 1-16-25 when I called and no one told me on 01-16-25 when I asked about the status on my account. Instead of being professional and helping he called me a fraudster just trying to waive fees and offended me by discriminating against me due to my account and economic status. He assumed based on my account I was lying. This man did not know during ******************************************** $10k to fix and there billing company associated to golds gym was helping me get my account fixed and up to pare the entire year. He decided to me offensive and assume that I was a low life and wanted to steal from the company and talked to me like I was one as well.

  Business Response

  Date: 01/29/2025

  I had the pleasure of speaking with ****** about the behavior of the associate she spoke to and told her he would be reprimanded. After listening to both parties it seem there was some miscommunication but I do not think discrimination had anything to with it. I've attached ******' payment history and future invoices to show where her $98 payment went and what the current amount due is. We waive 1 service fee or late fee once per year and it seems although we broke the rule and did 2 it still created a hefty balance. My billing manager reached out to her on 1/24/2025 via email to also thoroughly explain the remaining balance and annual/enhancement fee. I, again, thoroughly apologize for the behavior of the staff and promise it will not happen again. 

• Initial Complaint

  Date:01/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 joined this gym and signed a month to month contract. Due to a few issues, I decided this gym was not fit for me; cleaning practices (shared microfiber cloths that has to be shared amongst members), some equipment parts worn and could easily lead to my injury, issues signing in at arrival, women's area not connected to comfortable ac/heat and having to go behind members to un-rack heavy weights multiple times I requested cancellation of my membership and originally I requested a full refund of the enhancement fee since the fee represents one of my reasons for cancelling in the first place. I I also notified them of the overcharge in the first place.. The fee charged to my credit card was $49 but the fee listed on my contract is $39. I sent multiple emails requesting the overcharge be corrected and 1. I was told I did NOT have a $39 enhancement fee multiple times even though they have access to the contract I signed to 2. being blatantly told in the end that he/she is NOT going to request the $10 difference and I needed to "take it up with *****" (the guy I signed the $39 enhancement fee contract with)This is after my 3rd written e-mail request for a refund. The mails and contract will be attached for you to validate everything I've stated I do not know exactly who was emailing because he/she refused to provide a name but the emails will be attached as well as the contract

  Business Response

  Date: 01/03/2025

  As a response to the complaint, I would like to deeply apologize for the inconveniences caused. We have microfiber towels on the floor that are washed at the start of the day, as well as behind the counter that are available upon request. We collect and wash all our towels on an hourly basis starting at 7am. We do our best with the upkeep of our equipment which includes weekly preventative maintenance checks, as well as sending any pads with cracks to be reupholstered to prevent any comfort issues or lacerations. We have monthly maintenance on our HVAC units and her complaint about the **** is the first of my hearing about it from her or any other female member that uses that area but it will be looked into immediately. I have resent the refund request for the $49 annual fee to be refunded although it is a valid charge. The contract states it is $39 not to exceed $75 and the current rate is $49 for a single person membership. 

  Customer Answer

  Date: 01/03/2025

  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. 
  

  The response provided by Gold's Gym does not state I "will" receive a refund at all; all that was stated was a refund "request" was resent. There was no original request to begin with; as you saw in email, I was denied my money for the overcharge. Secondly, the charge is NOT valid and it is a blatant disregard for contractual verbiage. The contract specifically states "....required to pay a $39 health club improvement fee not to exceed $75 PER FAMILY". 
  
  ******* ********
  
  
  
  

  
  

  Customer Answer

  Date: 01/13/2025

  No I have not received a refund. 

  Business Response

  Date: 01/15/2025

  Good Morning, A refund was not warranted due to the contractual agreement that after 90 days the member is required to pay a $39 health club improvement fee not to exceed $75. ********* membership did last longer than 90 days making the charge valid. 

  Customer Answer

  Date: 01/15/2025

  Better Business Bureau:
  
  I have a single membership and the contract explicitly states that it is a $39 fee. The up to $75 is per family. Ive attached the contract, they can see the contract and still continue to provide false information. I was charged $49 therefore they overcharged me and refuse to refund MY $10. 
  
  
  
  
  
  

• Initial Complaint

  Date:08/29/2024

  Type:Billing Issues
  Status:

  AnsweredMore 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 started a gym membership with Gold's Gym in January of 2024 and personal training shortly thereafter. Unfortunately, I needed to cancel the personal training as due to the death of a family member, I needed to travel out of the country for several weeks. I called and spoke with the gym manager and sent them documentation requesting the cancellation. I was informed that the personal training was cancelled. In April, I received a scammy email with 100+ people on it, informing that we were all late with out membership fees and we going to be taken to collections. I went into the gym and showed the email to a new manager there. He checked my account and confirmed that they had the wrong card. I updated this and cleared off all the membership fees which were the only charges he said were outstanding. He also confirmed that the personal training was cancelled. Two days ago I went to the gym and paid membership fees, plus late fees totaling *****. They had the right card on file, but again, charged me late fees. Two days later, when attempting to pay my children's school fees and rent, I noted that there was a charge of $660.00 on my account from ABC Gold's Gym! What an enormous surprise! I had not been informed of such a pending charge, have no receipt of the payment and I am still in the dark about why this large amount of money was charged to my account unbeknownst to me. I have reached out to the manager (who is again a new person) at the gym and he was also confused as he can see that my personal training was cancelled in February. He has sent an email internally and I am seeking resolution from Gold's Gym, which is a refund of the entire $660.00. Following this I would like to my membership to be terminated completely, as I no longer have any trust in this organization.

  Business Response

  Date: 08/29/2024

  Good Afternoon, 

  We are truly sorry that, that occurred. Attached are the screenshots of when ***'s payments were due, when her cancellation was submitted and her card declining during the duration of the 6 month contract. After the first payment (the 4th of the contract) didn't go through, our billing company **** Services tries to draft the current balance and the past due amount together. So instead of $220 being drafted, $440 was tried for the March and ***** balances, after the due date for June (final month of the 6 month contract) passed $660 was tried until the payment went through. 

  We would love to continue having *** as a Gold's Gym member. Her training sessions were scheduled to expire on Sept 1st and we would make sure she has full access to them, choose a trainer of her choice and truly get back into her fitness journey. 

  Thank You!

   

   

• Initial Complaint

  Date:01/02/2024

  Type:Order Issues
  Status:

  AnsweredMore 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.

  Was a member of this Gym for many months and had to cancel because of my college admission out of state. Called them several times to cancel and they insisted that we should come in person to do so. They said they would cancel but kept charging our card. They aren't responsive and aren't considerate to a college going student like me.We called them last week also and they said they would not cancel and threatened to send it to collections. Now they hired a law firm to collect the amount I do not owe - because the cancellation request was made prior to me going to college. At that time they told I would be charged for the month of July because it was after the first of the month which we agreed.They kept harassing us every time we called them - they also keep changing their statement. Today when we called they asked us start a new membership with $99 fee in order to waive the $415.14 bill which we do not even owe.This business practice is fraudulent and an harassment of college going student. I would like the gold's Gym to adjust and waive the bill which I actually do not owe - since July 2023.Attached please find the threatening collections letter from law firm they hired to continue the harassment.

  Business Response

  Date: 01/03/2024

  Good afternoon, 

  Here at Gold's Gym we offer a large number of different styles of memberships. One of them being a month to month membership. Attached is the Membership Agreement and as can be seen directly next to the first set of signed initials is our cancellation policy for month to month memberships. A 30 day WRITTEN notice sent to ****************************************.

  This is the second time this individual has had a membership with us and the first time they had said membership, they cancelled it correctly by sending an email to the cancellations team to get it cancelled out.  (see attached email from previous cancellation).

  This time however, they never sent an email and instead called in inquiring about our cancellation policy and how to cancel. Whomever they spoke with was clearly NOT our location of Gold's Gym as the individual they spoke with asked them to come into the gym to cancel. This has NEVER been our policy. We always suggest the individual send an email of written notice of the cancellation as there is a paper trail of evidence of cancellation and not a "he said, she said" type scenario like this. I can only assume that they called another Golds Gym and were told a different policy from another location which I'm sure caused confusion and concern that they were being taken advantage of and being told different things and different policies. After this point, the individual never came in to cancel the membership or provide any form of written cancellation notice. The individuals method of payment for their account expired and caused payments to lapse causing the account to go past due and ultimately be sent to collections.

  Having said this, as I began writing this response, I was notified by our billing manager that the individual called to settle the payment dispute with us privately so at this point I still want a written response to their original complaint, but we will settle this outside of the BBB. 

   

  Thank you, 

  ***********************;

  General Manager

  ********** West End 

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

• Initial Complaint

  Date:09/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 joined Golds Gym earlier this year (2023) in ********, **. At the end of May, I relocated to ******* ** due to my job. There is not a golds gym within 2 hours from my new home. I have requested my membership to be cancelled. I supplied them with a copy of my utility **** showing my name, and address as well as a copy of my lease. It takes days and up to a week to get a response/acknowledgement. All they do is question my intent and make it seem like I am lying. I do not have time to waste going back and forth with them. I have provided all necessary documents that is outlined in my agreement with them to cancel my membership. I understand there should be a 30-day notice etc. That is fine. Tell me that I will be billed for another month and my cancellation effective date and we can part ways.

  Business Response

  Date: 09/10/2023

  This account has been cancelled effective 09/10/2023. With the last bill having been charged 08/11/2023. Thank you for your time as a member and we apologize for the inconvenience this may have causued.

   

  Sincerely, 

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

  General Manager