ComplaintsforGold's Gym Richmond, Va.-The Fan

• Initial Complaint

  01/25/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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

  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

  12/01/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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 response

  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

  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 response

  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

  12/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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.

   

   

• Initial Complaint

  12/13/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was willing to pay the $** I owe for charges that were being billed to an expired card from August. My account was frozen for a COVID and then reactivated (I did not realize it had deactivated, I thought that was happening in November). Yesterday, I received a letter in the mail from a debt collection agency for $******, there is no break down of the fees. I am willing to pay the business the $**** month a I missed on since August. I will not pay these extra collection fees. They told me they cannot do this and I will have to join the gym again for a $** a month membership. They then can wipe my account of the debt collection charges. This would require me to join under a contract (I currently do not have a contract and can cancel at any time) this contract would not allow me to cancel for ** days and therefore cost me $**. This company is taking advantage of people, I’m sure many peoples cards expired since Covid. I got one email and it was sent to my spam folder. I was told if I froze my account I would not also be charged the bi-yearly $** membership fee they are also trying to charge me. The old manager I spoke to and placed my account on hold is apparently no longer there, Jared. He was very understanding and helpful, I would of never froze my account if I knew I’d be paying $** fees for something I knew I wouldn’t be using when I was under no contract or obligations- that’s just crazy. I am still awaiting what my initial membership agreement said. When I joined I know it was $**** a month, no hidden fees, no contract, cancel anytime. Well I want to cancel.

  Business response

  12/17/2021

  I spoke with the member in length about her past frustrations prior to me being on board as the General Manager. I have found a solution for her and we have both agreed to start a new account for her in order to clear the old one, as well as a discount membership for her. She is very pleased with this solution and agreed it resolved her issues. 
  

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