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Business Profile

Health Club

Gold's Gym Richmond, Va.-The Fan

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Health Club.

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/29/2024

    Type:Billing Issues
    Status:
    Answered
    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.
    Business continues to charge me monthly fees after Ive cancelled multiple times.

    Business Response

    Date: 08/02/2024

    Good afternoon, 

    We have been unable to locate a membership in our system of anyone by this name. Could you please provide additional information such as phone number,email, or an alternate name that *** have been used for sign up in order for us to be able to assist you further. 

    Thank you

    General Manager

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

    Customer Answer

    Date: 08/02/2024

    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.

    Name in system could also be under *****************************.

    Phone number: ************

    Email address: ******************


    Regards,

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




    Business Response

    Date: 08/05/2024

    Good Afternoon!

    It looks like there was some confusion between clubs and which club he was a member at, but we have figured that out now and We are cancelling him today and refunding 4 months.

    We apologize for the confusion and do help this resolves the issue. 

    Thank you!

    ********************* - General Manager

  • Initial Complaint

    Date:01/25/2024

    Type:Order Issues
    Status:
    Answered
    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 have attempted to cancel membership with this gym - Golds gym located on *************** Richmond, ** *****, for the past 6 months. Every time I go into the facility to cancel, I am told that they are unable to cancel the membership due to no manager being on site. I have been back numerous times during the week and weekends to locate a manager to assist. Each time they are not available. This has led me to continue to pay for a gym membership. I believe this is the gyms plan to continue to collect money from clients.

    Business Response

    Date: 01/26/2024

    Good afternoon,

    I was able to get ************* on the phone and we had a very pleasant conversation. We talked about new management and how we have taken steps to help improve cancellation request for all our members. I apologized for her having such a hard time and took care of her cancellation over the phone so she will no longer receive any additional charges. 

    We agreed that I would refund the last two months' invoices, as she did not believe she had tried coming in sense my start date. I am processing that today, for a total of ***** and have already emailed her confirmation of her cancellation agreement. I have also encouraged her to reach out to me personally should she have any other questions or concerns. 

     

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

    General Manager Laburnum Gold's Gym

     

    At the top it stated that this was for the fan location, but it was for the laburnum location instead. Thank you!

  • Initial Complaint

    Date:12/01/2022

    Type:Product Issues
    Status:
    Resolved
    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.
    Club altered policy, instituted ****************. Appropriate notice not given. The Gym manager defended the action by saying they posted to Instagram at least twice and placed a flyer on the front desk- laying flat. There was no email notice, no telephone notice, no flyering in club and no notice upon check in. The workers understood that the notice given was not appropriate, the manager somehow did not. Receipts to come.

    Business Response

    Date: 12/07/2022

    Hello!

    We have reached out to the member to let him know we will be issuing him a refund for his towing expense. The member was very pleased with this outcome and thanked me for letting him know. 

    Thanks, 

     

    ************************* - GM

    Customer Answer

    Date: 12/08/2022

    [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    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: ************************************************************.

    Regards,

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



    Customer Answer

    Date: 01/03/2023


    I hope you had a great holiday. I have not received the refund yet. I would like to reopen my complaint.

    Thank you for your assistance,
    *****************************


    Business Response

    Date: 01/17/2023

    We did mail out another check to the customer. The first refund check did not have his apartment number on the address label.

    Customer Answer

    Date: 01/20/2023

    [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    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: ************************************************************.

    Regards,

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



  • Initial Complaint

    Date:12/01/2022

    Type:Billing Issues
    Status:
    Answered
    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.
    In April 2020 during the pandemic we canceled our gym membership. We followed the cancellation policy per our contract and it was confirmed in writing and via phone that it was canceled. Several months later we received a fee and were told it was a cancellation fee as we didnt follow their contract. We disputed this and the business agreed to drop the charges. Fast forward to October 2022. We received a charge on our credit card again for a monthly membership. We have since moved away and have never gone back to a Golds Gym. The staff told us that they had a new system and it was likely an error but someone would call us back. No one called back. We left multiple messages. We ended up disputing the charges with our bank and blocking the merchant. The merchant CHANGED their name and charged us again in December 2022. We are now working with our bank to dispute the change and change our credit card number. This is fraudulent behavior and must be investigated. When a customer canceled their credit card on file should be deleted. This is poor business policy. They will not return our calls and we begin to wonder if we are the only ones they are doing this too.

    Business Response

    Date: 12/01/2022

    Thank you for reaching out. 


    We have checked our database and do not, and have never had a member by this name in our system. Is possible this person got us confused with a different Golds Gym location? We have also never changed our name in any way shape or form - nor would we ever handle a situation as such stated. 

     

    Please have ******* double check her information to be sure she does report the correct business. 

    Thank you for your time.

     

     

Gold's Gym Richmond, Va.-The Fan is NOT a BBB Accredited Business.

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