Gold's Gym Express Reviews (%countItem)
Gold's Gym Express Rating
Address: 1108 Trinity Lane, Bloomington, Illinois, United States, 61704
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It’s very unhealthy, there will be weeks without anything to wipe down the sweat off. A lot of people said stuff to them but nothing has changed in months. Some friends of mine has said they’ve gotten sick because of how unsanitary it is. The water fountain filters never get changed which can lead to people getting sick. There’s no hands sanitizer. There’s been machines that’s been broken for 4+ months. They say they’ll do this and do that but nothing ever gets done. There needs to be something to happen with this organization. Also the management doesn’t fix the any issues that people write on the boards they just erase everything and act like it’s never been put on the board. Also when there’s ice outside they don’t put ice on it. There’s been a couple people who’s almost fell from it.
I contacted this Gold's Gym back in mid January, regarding cancelation of my membership due to getting a new membership to somewhere else through my job at State Farm Corporate. I was told by a young lady at the front desk (named Taylor or Kayla I BELIEVE). She told me to cancel the would have to get the request to her Manager (Mr Matthew ***), because he handles all the accounts at this location. After this, on February 27th, I was looking at my bank statements and noticed 3 charges from Gold's Gym on January 27th ($24.99), February 16th ($39.00), and February 27th ($24.99). All of these charges come out to $88.98 and none of these three charges would have occured had the cancelation been put in correctly. Thats a lot of money to me, and anyone really nowadays. So I called and spoke to the same girl, and she said "she remembered me calling and sees that the charges that should have never happened went through, and she had left a note for her manager." She apologized and gave me her managers email address (m***@goldsgymfamily.com) to contact to get a refund and see why it was never canceled. I emailed the manager and got a response that day letting me know he understands my concerns and frustration, but he can't find a cancelation request from me. After going back and fourth for a week, he got back to me today after speaking with another manager and stated "since I can't find a cancelation request from mid January, I cant do anything besides cancel your membership now so you don't get anymore charges. But the $88.98 has already went through the bank and as a business has no possible way to give me a refund of the money even if it was his employees mistake." This is not right whatsoever, none of the $88.98 would have occupied had they put it in. The two charges of 24.99 were both monthly charges and the $39 charge was an annual feeling that would've only occured if I still have a membership. Everyone knows as a business they can give me a refund, and they refuse to do it. This isn't right
3/22/2018
Revdex.com Dispute Resolution Department
8100 N University St
Peoria IL 61615
My name is *** and I'm responding to the complaint id of 12726044. Matt *** who is the manager for the 1108 Trinity Lane Bloomington IL location contacted me on 2/27/18 about this matter. Matt and I look through the computer system as well as previous notes and emails. We have spoken with the staff member who supposedly spoken with him and they had no memory of ever having a conversation. The only record of cancellation request was provided on 2/24/18 via email. I informed Matt that since we did not have any cancellation request previous to 2/24/18 that a refund for the 2/26/18 transaction will be refunded. It is stated in the membership contract that if a person wishes to cancel they will need to mail a letter to the location addressed to the manager. A member can also cancel by coming into the facility and filling out a form. Once this form is completed the manager will get a copy of it emailed to them. If a member calls the gym inquiring about canceling they are provided the email of the manager. Once the manager receives the email he will then process the cancellation request. The member will get an email confirming that the cancellation request has been processed.
We contacted the member and informed them that a refund of $24.99 will be granted. We also offered them a three month credit towards membership since they did not have the benefit through their insurance that provided them with a gym membership.
If you have any further questions, please feel free to contact me.
***
Lead Operations Director
Golds Gym Family- Bloomington/Normal/Pekin Il
I am rejecting this response because:When I called the lady at the front desk in mid January, she said she would leave a note for the manager and there was nothing else I needed to do then when I noticed more charges since then she for the first time offered to give me the email for the manager. So when I called mid January, said she would leave the note since I was put of town at that time, it was all taken care of. Therefore no more charges should have been charged. I will take this as far as I can because your business is offering terrible customer service. this is more about their money then good customer service/satisfaction. Thats a terrible business there. I deserve my money back!
Hi ***
After your interpretation of our contract we have come to the conclusion that revisions are needed. I can see where there may be some confusion if Colten was to act based upon the information provided. We will make sure that he will be refunded January dues along with the annual fee with-in 3-5 business days from the date of this email.