Gold's Gym

Dear Ms. [redacted],If you are able to provide a statement proving that there was in fact fraud on your account, we will honor your request and waive your $25 NSF fee. This proof can be attached in your response to this message or you may bring it in to your local Gold's Gym. Sincerely,Gold's Gym Fitness Alliance, LLC

Dear Ms. [redacted],

We would like to apologize for any inconvenience you may have experienced. We have notified [redacted] that you were transferred to collections due to a member services error. [redacted] has confirmed your removal from collections and this incident was not reported to any credit agency.

Sincerely,

Gold's Gym Fitness Alliance, LLC

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The manager stated that he could place the account on hold in which he stated he did. But nonetheless in an attempt to garner business from students, we were told we could cancel at anytime. Additionally, the charges are stated for a seperate training that was completed. There is no way I am responsible for a bill from Gold's Gym, in downtown Phoenix worth over $1500.00. When I paid a monthly fee of $45 plus a monthly fee of $100 plus for personal training, from a trainer that was incompetent and unprofessional. Not only did the manger give conflicting information about signing up but also the trainer. This was a blatant attempt to take advantage of students. 

Regards,

Dear Ms. [redacted],

We would like to apologize for any inconvenience you may have experienced. Per the terms and conditions of your signed agreements, a member must submit a request to cancel their membership to member services 31 days prior to their next draft in order to avoid additional...

payment. We show no record of you having submitted a request to cancel to member services. If you can provide proof that you did indeed submit your request to member services (as cancellation request are not accepted at the gym level) we can then take action with your account.

Sincerely,

Gold's Gym Fitness Alliance, LLC

Dear Ms. [redacted],We would like to apologize for any inconvenience you may have experienced. You enrolled your nephew in our facility on 02.21.14 and he continued to use the gym up until April. Per the terms and conditions of your signed contract, a member must submit a 31 notice of cancellation...

to member services. When these cancellation requests are received, members are then sent a confirmation email notifying them that their cancellation was successfully processed. We show no record of you ever having submitted this request to cancel your nephew's membership, and the only way we would be able to remove his account from collections is if you are able to provide an email confirmation from member services. once that is provided, we can then take action with his account. As far as your personal account is concerned, member services shows no record of you having submitted a request to cancel childcare. On 08.08.14, you made the $30 payment you refer to in your complaint and your account was the up to date. The $70 charge you are now noticing was a past due balance charge from a draft decline in August. This charge included childcare fees, as we had not yet received your notice of cancellation. However, per your conversation with member services on 09.11.14, childcare has been now been removed from your account, and in accordance with our 31 day notice policy, your final draft for childcare will occur on 09.25.14. After that, the only future dues you will be responsible for are your membership dues, for a total of $15.95 monthly.Sincerely,Gold's Gym Fitness Alliance, LLC

Dear Mr. [redacted],We would like to apologize for any inconvenience you may have experienced. According to your payment history, your first RGF draft took place on 10.15.13, which is why you were then again charged that fee on 10.15.14 (the anniversary of that first drat). We have no record of you having submitted a request to cancel prior to this date and we show the first time you contacted member services was on 11.07.15 to inquire about the balance on your account as your October draft had declined (this draft included the RGF). Your final charge was for your past due balance for your October dues (which included the RGF and the decline fee) and for your November dues which per our 31 day notice policy, you were responsible for since you had not submitted a cancellation request until 11.07.15 (the day you inquired about your balance). For these reasons, you are unfortunately ineligible for a refund at this time.Sincerely,Gold's Gym Fitness, Alliance, LLC

Dear Ms. [redacted],

We would like to apologize for any inconvenience you may have experienced. As of today, the expiration date has been removed from your sessions and you will have access to all services paid for. There is no set period of time within which you need to use your sessions and you...

will be able to use them at your leisure.

Sincerely,

Gold's Gym Fitness Alliance, LLC

Dear Ms. [redacted],

We would like to apologize for any inconvenience you may have experienced. We have reviewed your account and have corrected the error made by member services. As of today, your past due balance has been waived and your account has been removed from collections. You will not...

owe any future dues and all collection calls will cease and desist.

Sincerely,

Gold's Gym Fitness Alliance, LLC

We would like to apologize for any inconvenience you may have experienced. Per the terms and conditions of your signed contract, every member will be drafted annually for a $39 rate guarantee fee. The first draft for this fee occurs on your first scheduled draft and will re-occur on the anniversary...

of your initial fee. You enrolled with our gym on 09.14.13, however, you were not charged a $60 down payment on your contract. Your first draft occured on 10.14.13 (a month later) for your membership dues ($19.95) and the rate guarantee fee ($39) for a total of $58.95. Also, you can enroll in a month to month membership for a rate of $9.95 a month, however this contract requires an initial down payment of $99 to join, whereas our $19.95 month to month contract requires no down payment. In regards to your draft decline on 12.14.13, it states in your contract that it is the sole responsibility of the member to make sure that all billing information is current and in the event that a draft is declined, the member will be responsible for their membership dues and a $25 NSF fee. If a member acquires a past due balance on their account, it is procedure that they are restricted from using the gym facility until the past due balance is paid in full. For this reason, you are not entitled to a refund at this time.Sincerely,Gold's Gym Fitness Alliance, LLC

Dear Mr. [redacted],We would like to apologize for any inconvenience you may have experienced. Per the terms and conditions of your signed contract, a member must pay an annual RGF on the anniversary date of their first draft. In order for you to have avoided this draft, you would have had to cancel...

our account prior to October 2014. You never submitted a request to cancel your membership and as a result, you were required to continue to pay your monthly membership dues. There was no overcharge to your account, as the draft you received in December was for your declined October and November dues (plus an RGF and a decline fee, which are both outlined in your contract), and your regularly scheduled December draft. We have sent you copies of your contract which outlines these policies and they were also explained by one of our member services representatives. Due to these reasons, we are unable to offer you a refund at this time.Sincerely,Gold's Gym Fitness Alliance, LLC

We would like to apologize for any inconvenience you may have experienced. Per the terms and conditions of your signed contract, you enrolled with our gym for a period of 12 months. You first submitted a request to cancel on 07.11.13 and you were advised that we were unable to process your request...

due to the fact that you were currently in term. It was then explained that in order to terminate your contract early, you must provide us with proof of move, medical disability, or military obligation. You then attempted to cancel your membership on 09.03.13 without providing us with the required proof and you were once again advised on 09.17.13 that in order for us to process your cancellation, you must provide proof of move. Then, on 09.25.13 you sent another email cancellation request to member services without including your official proof of move. An email was then sent to you on 09.30.13 explaining why your cancellation was not processed. You responded on 10.25.13 by sending a handwritten note from your relative with whom you live with in Indiana. Unfortunately, this is not a valid proof of move, and you were informed via email that the only option was to cancel your contract at the end of your term and that your final payment would be due on 01.25.13. It was also stated that if this final payment declined, that your cancellation would then be considered void. If you are able to provide official proof (i.e. proof of address change from DMV) we can then take action with your account.Sincerely,Gold's Gym Fitness Alliance, LLC

I have reviewed the response made by the business in reference to complaint ID [redacted], I will looking forward to hearing what you can do for me. Hopefully we can get this resolved. 

Regards,

Dear Ms. [redacted],We would like to apologize for any inconvenience you may have experienced. Upon further review of your account, we show no record of you having submitted a request to cancel your personal training membership. If the trainer had informed you that you may cancel your membership at anytime, you would have still needed to submit this request. You never submitted a cancellation request and your account then fell delinquent in July. We attempted to notify you on several occasions of your past due balance and it wasn't until these notifications went unanswered and your account had remained delinquent for months that you were transferred to collections. The balance you owe our facility is based on your past due balance and any additional fees that have been added due to your transfer to collections. Given that a cancellation request was never submitted and we also attempted to contact you about the status of your account, the matter must now be addressed with [redacted].Sincerely,Gold's Gym Fitness Alliance, LLC

Dear Mr. [redacted],We would like to apologize for any inconvenience you may have experienced. Per the terms and conditions of your signed contract, a member must pay a $25 cancellation if they cancel their membership prior to six full months of enrollment. There are no notes in your account...

stating otherwise and this policy is never waived for members. You sent an email request on 10.20.14 stating that you would like to cancel your membership.  per our 31 day notice policy, your final draft was set for 11.08.14 and you were also charged the $25 cancellation fee. A confirmation email was then sent to inform you that your request had been processed.  Due to the fact that these terms and conditions are outlined in your signed contract, we are unable to offer you a refund at this time.Sincerely,Gold's Gym Fitness Alliance, LLC

Dear Ms. [redacted],

We would like to apologize for any inconvenience you may have experienced. The information you were given about using your membership at any Gold’s Gym location was accurate. If you wish to transfer your membership, you are allowed to do so within our franchise. If...

you wish to join a Gold’s Gym that is part of a different franchise, you would simply enroll at that location, show us proof of your membership and we would cancel your agreement. Per the terms and conditions of your signed contract, a member is permitted to cancel their contract while currently in term if they can provide proof of move 25 or more miles from your Gold’s Gym location, so that would have been another way you could have terminated your agreement. Also, it is the sole responsibility of the member to ensure that their account information and balance is up to date. Per the terms and conditions of your signed agreement, if a member’s draft is declined, it will result in a additional charge of $25 per decline. Courtesy calls were also attempted to notify you of your past due balance. Due to these reasons, you must pay your past due balance in full.

Sincerely,

Gold's Gym Fitness Alliance, LLC

I provided updated card information prior to the billing process and prior to my due date!!! I can not predict my card information being stolen and make arrangements 31 days prior! I resolved the issue as soon as I could and am not to blame for their slow system and incompetent staff!

We would like to apologize for any inconvenience you may have experienced. Each Gold's Gym club drafts members on a different day of the month, and the corresponding draft date for our Ahwatukee gym is the 14th of each month, which is the reason for the change in draft dates (this is outlined in...

your agreement). Per the terms and conditions of your signed contract, members are charged a $39 Rate Guarantee fee along with their first month's payment. This $39 charge ensures that your rates will not change over the course of your term, and is charged annually on the anniversary of enrollment. We reviewed your old account and found that you hadn't yet been charged this fee during the course of your old membership, so the $39 charge must stand. However, as a one time courtesy, we waived the $25 NSF fee that is added on to a members account when their draft is declined. As of now, the only additional fee that needs to be paid on your account is the $39 RGF (you made a payment of $29.95 on 02.06.14 which will be applied to your membership dues). Once this fee has been paid, your account will be up to date.Sincerely,Gold's Gym Fitness Alliance, LLC

Dear Ms. [redacted], We would like to apologize for any inconvenience you may have experienced. Per the terms and conditions of your signed agreement, a member may only cancel their membership while currently in term of their contract if they can provide proof of move, permanent medical disability or...

military obligations. In regards to your membership account, it is the sole responsibility of the member to ensure that their billing information is current and up to date. We notified you of your past due balance via telephone on 03.18.14 and 04.10.14. On both occasions you were able to be reached and stated that you were aware of your past due balance. After your account had been delinquent for over 60 days, you were then transferred to collections and the matter must now be addressed with [redacted].Sincerely,Gold's Gym Fitness Alliance, LLC

Dear Ms. [redacted],We would like to apologize for any inconvenience you may have experienced. Per the terms and conditions of your signed contract, a member is only permitted to cancel while currently in term if they can provide proof of move, military obligation or permanent medical disability....

you are in term of your contract until 10.25.14, so in order to cancel your membership you would have had to provide one of the aforementioned proofs. Your account first fell delinquent back in July and after numerous courtesy calls went unanswered, you were then transferred to collections. The matter must now be addressed with [redacted].Sincerely,Gold's Gym Fitness Alliance, LLC

Dear Ms. [redacted],

We would like to apologize for any inconvenience you may have experienced.  All cancellation requests need to be submitted to member services via email or telephone as cancellations are not accepted at the gym. However, we have decided to honor your cancellation and as of 10.27.14, both your and your husband's accounts have been set to cancel effective 11.14.14. We have refunded your accounts for your membership dues, but since we are unable to verify your requests to cancel, we are unable to refund your accounts for your RGF (rate guarantee fee).

Sincerely,

Gold's Gym Fitness Alliance, LLC