Gold's Gym

Review: In June of 2015, I moved from Midlothian to the City of Richmond. In January 2016, I went to the Willow Lawn location and they told me I needed to go to the Arboretum (my original membership location) and get a transfer form from there. I went to the Arboretum where I spoke with Chris and he indicated I needed to get a transfer form from the new gym (Willow Lawn). On January 26, I went into Willow Lawn and they helped me sign up for a new membership. Got my new contract and went back to the Arboretum with my transfer form. Spoke with Chris in person again (who was far from customer service oriented), and provided him with my new contract from Willow Lawn. He took my transfer form and new membership to have a manager sign it and then brought back my copy and said everything would be processed. They also copied the form and kept a record for themselves. My fiance' is the one that paid for my membership and since providing Chris with the proper paperwork to transfer my membership, my finance's account has been charged every month. I have called the Arboretum three times trying to get this resolved. The first time I was told it was taken care of. The next month when charged again I called back and was referred to a 1-800 number. I called that number that was provided, which was to Taft Services. I talked with a lady who said that they were still waiting on a copy of my new contract. I advised that this was provided this in person, back when I attempted to changed gyms, she asked me to send it to her again. I emailed her a copy on March 20,2016 at 4:24pm to [redacted], as requested. I never heard anything back and again the next month my fiance's account was charged. In the meantime, he has called and gone to the Arboretum on multiple occasions where he was told that even though he pays for my membership, that they can not discuss anything with him. The last time he went into the Arboretum he was provided with Wendy'sDesired Settlement: continued from above- contact information who stated that she would take care of things. On May 7th, I called the direct line to Wendy at the Arboretum. This is one of, if not the most unpleasant conversations I have ever had with someone in the customer service industry. She was rude, would not let me explain the situation and just yelled repeatedly that she would take care of it. After cutting me off and not letting me talk at all to explain the situation, Wendy insisted that she would handle everything. I can not express to you how unbelievably rude Wendy was. Since then, we have been charged AGAIN!!! This is five months in a row of being charged for a membership that all of the proper documentation was provided to cancel, back in January. I have the transfer form from January signed by a manager at the Arboretum, which should have cancelled my membership effective immediately. This entire situation is unbelievable and unexcusable.

REPAYMENT of 5 months of membership fees

Business

Response:

At this facility, the only person employed here when this complaint was occurring with the name of Chris, was our Personal Training Director, who would not have been the proper contact for member transfer or cancellation. We have gone through all our notes on this complaint which boiled down to not having the proper documentation in a timely manner to expedite her transfer and reduction of fees for her transfer. The membership has been fully cancelled for her and it appears her fiancé took the proper steps to have his fees reduced last month so he wouldn't be charged for her additionally any longer. We hope this answers your complaint. Lynn B[redacted]

Consumer

Response:

I have reviewed the offer and/or 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.

In June, my fiance was still charged for the membership. It would appear this has not been taken care of, as he is still being charged and has not been refunded. The proper documentation has been provided three times to this Gold's location, starting in January. The people that I have spoke with, both Chris and Wendy said that they would take care of things. It is not my responsibility as a guest at this gym to know who handles what. If Wendy and Chris told me that they would handle the cancellation, then I would believe it is being taken care of. I would have no reason to think otherwise.If the gym is saying that this has been refunded and the cancellation has been processed, I would like a document showing that (the refund processed and cancellation processed). This has been going on too long to assume it has been completed, as I have been told on numerous occasions it had been taken care of.

Regards,

Review: My boyfriend and I joined golds gym 2 yrs ago and we had a family plan. In June 24h of this year I went in and canceled my portion of the membership and they were to keep my boyfriends active and under no contract because we were now month to month. They cancelled my membership so they say but never sent the email or told me to email there billing department to notify them of my cancellation. So they continued to bill me I paid for the month of July because and I told there billing department I cancelled my membership. They then called the gym and spoke with the manager Christian and he confirmed I cancelled my account. There billing department contacted me back told my they locked my boyfriends part of the membership back in a 2yr contract. I advised when I cancelled my portion the agent at Gold's told me that would not happen. So called Golds and spoke with Christian and he said oh don't worry about it shows like that but you can cancel whenever you like. I asked him to email me that in writing he said he would. And he never did. Then in August they tried to bill me again the part of the membership that I cancelled in june. So I called their billing department they said they would review. Then theytold methey could not honor my cancellation request.I told them I had the paper work showing that I cancelled. At that point I got so frustrated I said I wanted everything cancelled my account and my boyfriends because they are both billed under my debt card. I told the rep I would contact the Revdex.com and at that point she said she would call me back once she cancel it. She called me an hour later and said they cancelled everything and she sent mean email on confirming it on 08/11. Then today 09/01 they have billed me again after telling me I would not be billed anymore.Desired Settlement: I would like my money of 37.99 refunded and also I would like everything to be cancelled and for Golds Gym never to contact me again.

Business

Response:

Membership was cancelled and an extra month was incorrectly charged, member is being refunded. This has been resolved and the accounts have been cancelled.

Review: have to check my files to check the exact dates of correspondence by Email and phone .... dates listed may need to be adjusted for accuracy.Desired Settlement: CREDIT MY ACCOUNT TO ZERO BALANCE AS PROMISED SEVERAL WEEKS AGO. ([redacted]). ALSO, NOTIFY [redacted], INC. IN KENSIGNTON CT TO CONFIRM THE ZERO BALANCE AND SEND A NEW STATEMENT CONFIRMING THIS HAS BEEN DONE. Thank you!

Business

Response:

After speaking to Mrs. [redacted] myself on 9/**/13, I felt we resolved the billing issue mentioned. As per our phone conversation on the above date, we agreed that I would waive the $69.30 for 7/** and 8/** membership dues that came back declined after Mrs. [redacted] came off of freeze. She did not extend the freeze of her membership per the membership agreement, due to her personal issues and thus accrued these fees. As a courtesy, I waived what was owed to the gym totaling $69.30. I have already waive the fees on the clubs end, emailed this to Twin Oaks (our billing & collection company), and mailed her the AR history statement reflecting the zero balance as discussed. I am not sure why this complaint is valid after we resolved the issue at hand. Please let me know if there is anything further I could do.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. In addition, I genuinely appreciate GOLDS GYM's ability to communicate and confirm their willingness to extend such a courtesy to me at this time. Thank you all for your help in this matter.

Sincerely,

[redacted]

Review: I cancelled with this gym back in July of 2014 and filled out a form to cancel with them. Then proceeded to go back into the gym after to make sure it was cancelled. The representative told me yes it was canceled. Then a year later I am seeing they have started charging my account again. I called them to try and resolve the issue they are telling me no one is in the office. They are sending me around and around with no solution and saying they "lost" my cancellation and that I am still a member for a gym I have no stepped foot in on over a year.Desired Settlement: I want them to cancel my account and to repay me the money.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.The gym has refunded me all 12 months that they miss charged me. The business did the right thing and I truly appreciate them for doing what was right!Case closed!

Sincerely,

Review: I have been reading up on Gold's Gym reports from the Revdex.com. They are demanding $40.00 and then the account will be close. I am aware that this process doesn't end the contract and Gold's Gym continues billing. I would like you to close the account 1st. Then for Gold's Gym to invoice me, which I'll pay.

I am not legally bound to pay this 1st then close the account. Nor where those terms ever clearly stated. Only after I tried closing the account did they present that I must keep paying. And many of those who did comply to the billing payments for closing their account were still continued to be billed. I find Gold Gym UNTRUSTWORTHY of honoring customer relationships.Desired Settlement: I would like you to close the account 1st. Then for Gold's Gym to invoice me, which I'll pay.

Review: I had been a member of Gold's gym for 2 years. I just recently moved away from Pittsburgh in July 2013. I had a gym membership at both Gold's Gym and Urban Active (now LA Fitness) in Bakery Square. Towards the end of July when I realized I didn't cancel my gym memberships I got on the phone to cancel them. I called Urban Active first and they cancelled my membership within minutes. I then called Gold's Gym and the lady I spoke to said I was unable to cancel my membership on the phone and I had to come in and cancel it. I tried to explain to her that I moved across the country and that it would be impossible to come in. I them asked to speak with a manager and I spoke with [redacted]. He also told me that I couldn't cancel on the phone and I needed to come in to cancel it. I them told him how I just cancelled with Urban Active on the phone no problem and I don't see why it is such a big deal. He started arguing with me and then hung up on me. Well, it is now three months later and I am still being billed $29.99 a month even though I don't use Gold's Gym anymore. They were very unprofessional on the phone, especially when [redacted] just hung up on me.Desired Settlement: I would like for my membership to be cancelled and for a refund of $89.97 ($29.99 charged on 8/01/13, 9/03/13, and 10/01/13).

Business

Response:

Review: Am employee with this company told me that the banking issue (they charged my credit card $200+ dollars and then removed the charge), was resolved and that she didn't feel I owed the amount charged. I was told "not to worry about it" in February 2014 after a month long inquiry that I continually followed up on in my efforts to understand and resolve. This company again charged $400+ dollars onto my card without contacting me in June. When I inquired I was told " you owe this amount and so we are going to collect this fee". I requested a meeting with the new manager, the employee who handled my dispute back in February and the owner. I have never been called back to schedule the meeting.Desired Settlement: I feel that I no longer owe this amount as I was told the issue was resolved in February.

Business

Response:

Revdex.com spoke with [redacted] from the company and he stated that the consumer's training accounts were frozen and the payment that was taken from the card was the remaining balance that was owed to the club.

Consumer

Response:

I have reviewed the offer 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.

[redacted] contacted me last Wednesday, and I returned his call on Thursday to finalize the terms of the solution. He has yet to return my call. I would like a return call and will be requesting the resolution in writing. Until this is finalized, I felt I needed to "reject" the resolution.

Regards,

Business

Response:

Revdex.com spoke with [redacted] from the company and he stated that he has extended to the consumers membership and has got the consumer a personal trainer.

Consumer

Response:

[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.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], 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: [redacted].

Regards,

Review: When I moved out of Pittsburgh, I went to the front desk of the gym to cancel my membership. The attendant told me that instead of cancelling my membership, I could suspend it and not have to pay a new initiation fee if I ever joined again. I had no plans to move back to Pittsburgh, but it sounded like a good idea. What he neglected to inform me of is that the suspension is only for 6 months, at which time my membership would resume and my debit card would be automatically billed. I did not immediately catch this, but when I had a new card issued, I started getting e-mails about missed payments that I thought were a scam, then calls from their billing service. I informed them that there was a mistake as I was no longer a member. Then I started getting calls from a collection agency, at which point I called the gym. I was informed that the only way to resign was by writing a certified letter and that since there was no record of me resigning, there was nothing they could do. They do have a record of me suspending the membership. I asked to speak to the owner but have gotten no response. Not only has the gym billed me after I thought I had resigned, but the collection agency has since generated a report to a credit bureau.I did some research online and found this kind of issue is not uncommon with Golds Gyms.Desired Settlement: I would like a refund of the money that was inappropriately taken from my account after I was misled by a member of the gyms staff and have the missed payment removed from my credit report.

Business

Response:

20 February 2014

The following is a description of my dealings with [redacted] in relation to his complaint lodged with the Revdex.com.

I spoke with [redacted] over the phone in November or December of 2013. He wanted to know why his membership account from 2008 had never been cancelled and had eventually been sent to a collection agency. I pulled [redacted]’s contract and paperwork and there is no record of him ever having filled out a cancellation request. If [redacted] wanted to cancel, he could have notified the gym at any time via certified mail or in person, as is the cancellation policy stated in his contract, which he signed on 7/6/2008. We do have a freeze form that [redacted] filled out requesting to freeze from 11/1/08 through 5/1/09, with next payment due on 5/1/09. After the freeze period, monthly dues were drawn from his account beginning in May of 2009, in accordance with the request. In November of 2013 [redacted] was deleted as uncollectable from our system, since our billing company could no longer debit his account due to invalid EFT information, and his account was sent to the collections department of the billing company. This is when he received the collections call.

I explained all of this to [redacted] and that he could have cancelled his membership at any time via the above description, but that he had never done so. He demanded to speak with someone of higher rank than me, specifically the owner of the gym, but this is the billing policy and there is no else with whom he could seek a different resolution. I advised him that he should pay the collections debt as soon as possible so that it would not affect his credit rating. That was the last I heard of the matter.

Nina S[redacted]

Back Office Manager

Review: Personal Fitness Contract:I was told after I specifically asked about it TWICE during the sales pitch that there was no cancellation fees to taking fitness training sessions. Unfortunately, this was told this orally. They said the deal was 4 sessions a month and I can cancel at any time without a cancellation fees. This was a sales pitch that was not made just to me. I can give you another example of the exact same sales pitch. After a few sessions, when I went to cancel, they said I signed a contract that said I signed up for a 1 year's subscription and the cancellation fees is 15 % of remaining sessions. This is unfortunately mentioned somewhere in their lengthy contract which they said I agreed to. When I asked for the girl who signed me up, they say that person very conveniently doesn't work for them anymore and don't try to work with me at all to try and resolve the issue.I was miffed with them and blocked my card. After a couple of months, a collection agency calls me and demands the full amount due (not just the 15%). I understand that I should have responded but they were nont ready to work with me at all.Desired Settlement: I would ideally like a cancellation without a charge. If that is not possible, I am willing to work with them for a negotiated settlement.

Business

Response:

This complaint has been sent over to Corporate and [redacted] has been fully refunded.

Review: Attempted to close my membership in July of 2013 but could not; however, I accept this as a full month notice is required. My membership will expire at the end of August. They charged me with a $39.99 membership fee lock which I feel is inappropriate as is I am canceling my membership.Desired Settlement: $39.99

Business

Response:

We are refunding these members the $39.99 we charged them.

Review: Signed a two year agreement with the [redacted] va golds gym with the understanding that I would be able to use not only [redacted] facilities but also [redacted] and [redacted]. I have been using [redacted] gym just about exclusively. I was very up front when I joined in [redacted] that I worked in [redacted] and was assured that I would have unlimited access to [redacted] facility. Now, a year and a half later I am told by the [redacted] staff that I am not permitted to use their facilities unless I pay a higher rate. After taking three weeks to try to get this resolved, the owner of the [redacted] gym will not authorize; the new owners (I am told there are new owners of the [redacted] gym, although the owner of Culpeper gym I believe still has part ownership) will not authorize me to use the [redacted] gym at my current rate. I am told by Golds Gym International ([redacted]) that there is no one else I can speak with at Gold's gym. They offered to cancel my contract at no charge or I can sign up with Golds gym [redacted] and the increased rate. We are not talking 'big bucks' here. This is a matter of principle. I was assured one thing and now Gold's gym will not honor their word. I am simply tired of large corporations being able to get away with taking advantage of the 'little people'. The bar is set so low and unless someone challenges this kind of behavior, I'm afraid it will continue. All I am asking is that Gold's honors their word. My current rate is $29.99/mo and the contract is up in about six months. The proposed new rate is $32.99/month and there may or may not be additional costs, [redacted] at Gold's did not know. Thank you in advance for your help.Desired Settlement: I would like to finish out the contract at the $29.99/mo rate and then go to the $32.99/mo rate and have full access to the [redacted] facility.

Business

Response:

[redacted] does not have a current membership with Gold's Gym [redacted].

Consumer

Response:

I have reviewed the offer 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 response that Gold's Gym gave in connection with the complaint (I do not have a current membership with Gold's gym in [redacted]) is not actually a response to the complaint. As stated in the complaint, I signed a two year agreement with the Culpeper VA Gold's gym with the understanding that I would be able to use not only the Culpeper facility, but also the [redacted] and Charlottesville facilities. I have been using the [redacted] gym just about exclusively for about a year and a half and now Gold's Gym [redacted] is refusing to let me use their facility unless I sign a two year agreement at a higher rate of $32.99/m. In other words, they want me to commit to $791.76. Not only is Gold's gym not honoring their word, they want me to commit to a lot more money and a longer time frame. WOW -- I just don't get it!

Review: Engaged me into membership by telling me it's just a "standard agreement" or "boilerplate" in an effort to convince them not to read the contract and to just sign it. Went I returned to cancel the person was "no longer working there. I tolerated the membership until I recently found out my daughter had autism. I started trying to cancel the contract in February 2015. Finally presented them with the doctors not which was timely because an evaluation had to be completed by a second doctor. They debited money from my account even though they had 30 day prior notification. They do not fairly dispute amounts, the simply abuse the banking auto pay systemDesired Settlement: They should be reported to the state attorneys office

Consumer

Response:

Revdex.com spoke with the customer who indicated that she is requesting a refund of the additional $59.99 that was charged after she cancelled her membership.

Review: I moved to [redacted] last Christmas. I tried to cancel my membership at the physical location which is how to do so per contract under cancellation procedure of the contract. I was told to call [redacted] and cancel through them. I call this cancelation company Gold's gym is using, and I have been given the run around. I spoke with multiple people and to my surprise I am not even in the system! I just found out by calling the physical location on [redacted] that my name has been misspelled. This is almost a year into this mind you. I had to give my legal drivers license to sign up so I ask myself how can this happen? [redacted] at [redacted] is making it sound like its my fault and gave me the same run around and had a "I don't care" tone, and then said "well, wait you said you have been dealing with this a year and you just said two months." She was trying to make it sound like I was lying? So I forwarded my email sent to [redacted] to [redacted] at the [redacted] which was sent almost two months ago. There cancelation takes a month to do so, I bet you I get charged again due to there inability to professionally handle this situation.I am an RN, customer service is key. Even though I deal with a lot of problems of which most are not my fault I have to make the customer happy by getting to the bottom of the issue. [redacted] gave me the "well, unfortunately...." speech and also let me know even though I have talked with multiple people, there were no notes made in the system about cancelation!!! So [redacted] will be added to the Revdex.com complaints.Desired Settlement: I am owed a double payment of which they charged me one month and December due since I have sent the required information over a month ago to cancel. I have send to wendy my bank statement showing the double charge.

Business

Response:

Revdex.com spoke with [redacted] from the business. He has no notes in their system the customer attempted to cancel directly through them. He has gone a head and canceled her account at this time. he did say that in the file he saw some attempts made by[redacted], third party billing, to contact the phone number they had on file but the number was not being answered by the customer or by someone that knew the customer.

Review: I went into Gold's Gym about 16 months ago to cancel my membership. I asked the people that work there what I needed to do. They said I would have to pay for the rest of the month's membership (no refund) but that after that it would be closed. That was ALL they told me. Since then, Gold's Gym has taken about $150 out of my checking account, then, after I had to get a new debit card due to the [redacted] hacking scandal, made dozens of phone calls with recorded messages saying there's been a problem collecting my dues, and then contacted a collection agency telling them I owe about $237. The bill from the collection agency is the first time anyone told me I owed any money. As far as I was concerned, my membership had been canceled.

When I was finally able to speak to spoke to someone involved in making the dozens of phone calls to me, attempting to get my dues (after weeks of getting a recording) I told them I'd canceled my membership months ago. The only thing he said to me after that was, "I'll make a note of that." The phone calls continued for about another month. A few days ago, when I received a bill from a collection agency, on behalf of Gold's Gym, saying I owe them more than $200 for violation of contract. the collection agency said it was because my account was closed incorrectly, and that I had to send in a certified letter to them stating I wanted to cancel my account. That was the first time I never had anyone tell me that I had to do so. When I went in to close my account/cancel my membership with Gold's Gym, I ASKED them, "What do I need to do to cancel my membership?" I was never told anything about a latter - certified or otherwise. At no time in the previous 16 months did I ever get a bill from Gold's Gym for the $200+ they say I owe. When I spoke to the person on the phone during the time they were calling me 3 - 4 times a day to get my dues, HE never said anything about a letter - or owing more than $200 in dues. He only ever said to me that Gold's Gym had been unable to take dues out of my checking account., which is not the same thing.Desired Settlement: I want them to cancel the debt, refund the money they took out of my checking account after July 2013, and never contact me again - no more flyers in the mail, no more emails (both of which I have received int he last 16 months, asking me to come back, which seems to imply my account was closed) - NOTHING!

Business

Response:

[redacted] account has been resolved and notified that I had her account pulled out of our billing company's system and balance removed from [redacted] as well.

Consumer

Response:

[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.]

I have reviewed the offer made by the business in reference to complaint ID[redacted], 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: [redacted]

Regards,

Review: A little over a year ago I sat down with a Golds Gym sales representative. I was pushed and pushed to sign a contract, and I explained over and over again that I was not looking for a contract (a smaller gym down the road does a month to month at $20 per month). I explained to the person that I was interested in a month to month due to the fact that I do not sign contracts and I would have some job issues coming up in the future. We agreed upon a month to month - NO CONTRACT agreement, where I pay a higher initial fee and then pay $20 per month. He disappeared to talk to his manager about this and came back with a grin on his face saying he had secured me the deal so I shook his hand. I was then placed behind a computer while he fumbled through computer pages (which were hidden to me). He told me to electronically sign "here" and "here" which he says one was for liability the other was acknowledging my month to month rate. NEVER was any sort of company policy regarding cancellation explained to me. He seemed like a trust-worthy guy and I was happy about our agreement and I signed. Well I worked out there for a little over a year and never had any serious complaints, now work has taken me elsewhere (as was explained to the gentleman that sold me this bogus membership). So I walked into Golds Gym on December 5, 2014. They sat me at a table and told me to fill out a form to cancel the membership. I did, and I turned it in and was told nothing more needed to be done. They took my membership card from me on the spot. Well a couple of weeks later I get a phone call from their money services company and they tell me that my payments are no longer going through, so I inform the representative that I had cancelled my membership and should no longer be charged. They tell me to take it up with the gym, so I call the gym. I am put on the phone with a person named [redacted] (who informs me that he is the "manager of Golds Gym" and that I have no right to speak to anyone above him because I am no longer a customer of Golds Gym. He tells me that there is nothing more he can do for me and that I will be charged penalty fees. I then get an e-mail from another person who works at the gym telling me that I need to pay (this email is captioned "na" and was ended by a smiley face). So I explain to them what is happening and get no response. I emailed their corporate division, still with no response. Today I received another phone call from their money services (who is still trying to charge me) they say that I am in a contract until September of 2015. Golds gym is wrong, Immoral and has done something illegal and it needs to be fixed. I am hoping that the Revdex.com can help. They need to drop the charges for the month of December and drop the penalties.Desired Settlement: I would like their business to uphold their end of the agreement and drop the charges for December and drop the penalties. They cut my billing off not me. I should not be charged.

Business

Response:

Revdex.com spoke with the business. His contact states that he needs to provide notice of cancellation with 30 days notice. He canceled on December 5, 2014. He was changed for December because he was already into the month of December. As a gesture of goodwill the business did not charge the customer for January when he canceled. January dues, per the contract, were due since it was not a 30 day notice.

Consumer

Response:

I have reviewed the offer 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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

As previously noted, I was never provided with any information regarding this 30 day cancellation notice none sense, I was placed on the opposite side of a computer unable to see the screen and told that I could cancel at any point-and was told to sign electronically accepting s membership and a liability form. Additionally, when I cancelled my gym card was taken from me so I could not use this supposed last month that've would theoretically be paying for. Further more I never changed my payment method. They cancelled the payments that day and are trying to charge me additional fees for it. I did some research on the business and they have a 1 of 5 star rating becaus apparently they do this to many people. What they are doing is illegal and I do not feel that I owe them a dime. The business has not contacted me since I have contacted the Revdex.com. This however, is not for lack of trying. I emailed their corporate, their General manager and their wanna be "manager of golds gym". All of which were clueless and bumbling and provided no responses -none except their little minion Christian- who told me what I will and will not do and not what he could donor me as the customer.

Review: My account was set up with auto withdraw from my checking account. This was fine and it was stopped but not on my end. I didn't know Gold's Gym was not drafting my account until I received a call on 03/27/15 from a law firm that I was sent to collections. I contacted the gym on 03/27/15 and spoke with the manager who stated she had all of my financial information and had no explanation as to why it didn't draft and verified that I was not contacted at all with any problems until I received the call from the law firm. She was to return my call. She never did and I called 04/10/15 and spoke with another manager. She confirmed that 03/27 they did put a hold on the collection notice. She said I owed $199.95 and could work out a payment plan. I also wanted to cancel which I knew had to be done in person or via email. In order to cancel, my account has to be in good standing so I had to pay this all at once and still will be charged for April since it's a 30 day cancel notice.Desired Settlement: Because I acted in good faith and my information was valid, up to date and on file and the issues was 100% their error, some of this should have been waived. I had to pay the entire amount up front and will owe for April in order for this to be settled. I would like a letter of apology from Golds for almost messing with my credit and also want new rules in place so members are contacted if any billing issues instead of saying nothing then sending someone to collections

Business

Response:

Good Morning this issue has been resolved. This member had previously been set up on a payment plan per her request so her billing was set up to exclude so we did not try to draft her except for the scheduled payments that she arranged. Once the account is set up on exclude we do not reach out to those members as they are set up on a payment plan with us already. However we did reach out to this member so she would not go to collections which is why it was pulled from the batch. This member did bring her account current for the past due amount. I did an immediate cancellation for her with no payment after March waiving her April payment.

Consumer

Response:

I have reviewed the response offer 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.

I spoke with a gentleman who identified himself as [redacted] and proceeded to tell me that he sees my issue as resolved since I paid. I explained I had no choice but to pay or I would owe for each month that passed until it was resolved. He explained that I was contacted by the vendor that handles their payments on 04/29/14 and I set up a payment plan that was an exclusion and stopped after a year. I advised I wouldn't have asked for a payment plan or exclusion and if it was good for a year as stated then it would be good until April 2015 so it still doesn't explain things or makes sense. The conversation became a little heated on both our parts. He stated he assumed I was told all of this information from the beginning. I told him I was not and I explained how my calls were not returned,my credit was put in jeopardy and no one could tell me anything. Because of how things were handled I didn't want to continue my membership but I had to pay that money or the amount would just keep accumulating each month. He did give me his direct number and like I told him it wasn't against him but he is telling me something that he thinks I have known all along and his explanation still made no sense. I feel I to take what was said and leave it alone this will happen to others and as a long time paying member at this gym, this should never happen again and if no one can show me that I asked for this "payment plan" that as [redacted] said they called me, then I can take this further such as the media. I have not contacted him again because it would be the same thing. He would keep repeating this and both of us would get heated all over again.I wouldn't want anyone that did everything they were supposed to do to make payments timely, have no communications except a collection notice and then have the unprofessional actions that occurred after I contacted the gym on 03/27/15. I also would like them to look into changing their rules. If a bill is not paid or you feel it's not paid why wouldn't there be communication such as a phone call or letter instead of letting it go for months and sending to collections as their first form of communication when I had a home phone, cell phone, email address, mailing address and emergency contact number on file which is what was used to give the debt collector in order for them to contact me.

Where is a letter of apology of how bad things were handled? No offer to say here's a bottle of water or one month free membership because this was such a mess and we weren't returning your calls.

Regards,

Review: I went into Gold's Gym to cancel my membership last month around the 25th. The end of August is my last month since I had to give a 30 day notice. When I was there I asked the front desk people since I was canceling I wouldn't be charged the $39.99 annual fee to lock in the $29.99 rate because I knew it came out the account around August 15th. I was told no since I wasn't keeping my membership. Today I'm seeing the $39.99 was taken from my account. I called the Gym and now I'm told I shouldn't of been told that. That isn't good enough. I'm not going to be a member there why would you take an annual lock in fee.Desired Settlement: I would like the $39.99 fee put back into my checking account.

Business

Response:

We are refunding these members the $39.99 we charged them.

Review: I was a member of Gold's Gym in Pittsburgh, PA until November, 2013. At this time, I went into the Pittsburgh gym and cancelled my membership because I was moving. I had no obligation to Gold's as I was outside of the contract term for membership. The person working the front desk indicated that she would take my paperwork and pass it on to the manager for approval (he was not present at the facility on this day). I assumed my membership was cancelled. Today, I received a call from a collection agency indicating that because my debit card had been changed and Gold's could no longer bill me that I owed a balance. I explained that I had cancelled, that my contract had expired, and that I had not used the gym in over 6 months. She nevertheless indicated that they would continue accruing monthly membership fees. I refuse to pay this balance. I properly cancelled my membership and am not under any obligation to pay since I no longer have a contract and have not been using the facilities during this time period. It is not my fault that Gold's failed to properly process the paperwork. Since I have been unable to gain satisfaction from Gold's, I have no choice but to file this Complaint.Desired Settlement: I simply want assurance that my membership has been cancelled, elimination of the alleged "accrued" balance, and a cessation of further collection attempts on said balance.

Business

Response:

15 April 2014

To Whom it May Concern,

In response to complaint [redacted] submitted by [redacted]:

Mr. [redacted]’ Gold’s Gym contract has been cancelled and any membership dues accrued since November 2013—the date that he recalls submitting his cancellation letter—have been expunged. He owes nothing to Gold’s Gym and will not be contacted by any employee of Gold’s Gym after today.

Thank you,

Office Manager

Gold’s Gym Market Square

Review: This complaint is regarding Golds Gym not honoring the notice that both my boyfriend, whose name was also on the contract, and I gave. We explained that we were moving and would no longer need or want to keep our memebership active. Within a couple of months, we both began receiving multiple voicemails for a collection company stating that we owed approximately $300 in order to settle our account with Golds Gym. We explained that we had given ample warning and communicated face-to-face with a Golds Gym representative our intent to end our contract due to relocating. Still, for months and months now, both my boyfriend and I have continued to be harrassed by the collections company. In January of this year, I spoke with an individual from the collections company. He stated that we owed $33 and if I paid that the account would be settled. At that point, I was so disgusted and annoyed by the lack of professionalism and customer service by Golds Gym that I agreed to pay the $33 to end this ridiculous situation. The representative gave me a confirmation number and assured me that the account was settled. The next day, I received a phone call from the collections company claiming I now owed over $200. Since then, they have continued to harass both myboyfriend and I with calls at all hours. The sad thing is that Golds Gym is such a popular, well-known establishment and I would have an experience like this. Even worse is I know two friends who also dealt with the same issue with Golds Gym. IBecause of this experience, I have shared my frustrations with many friends and work associates, warning them of Golds Gym's ill practices and to take their business elsewhere. To conclude this complaint, yes the bill was paid, and confirmed it had been paid, by a representative from the collections company. THIS HAS BEEN SETTLED!Desired Settlement: Because the account was settled, despite the collection office's mistaken claim, I request that my joint account that both my name, [redacted], and my boyfriend, [redacted], be cleared. We have paid in full and no longer deserve to be harrassed by this issue. We do not deserve for this to harm our credit status, nor do we deserve to re-pay an amount that has already been satisfied. Thank you.

Business

Response:

I have emailed [redacted] to see what happened with this on their end. We have no record of cancelation here at the club. It appears that their inquiry is directed at an issue they had with [redacted] agency, regarding payments, not Gold's Gym. I will provide feedback from [redacted] as soon as I hear back from them.

Review: My account with Gold's Gym was supposed to be a one year contract. I was mislead by the salesperson ([redacted]) that the contract was a one year agreement. Instead, Gold's Gym and ([redacted]) continue to bill me for services that I am not under agreement or receive. I have been in touch with Gold's Gym and [redacted], both of which send me on a vicious cycle of 'the run around.'Desired Settlement: I do not owe either [redacted] or Gold's Gym any monetary amount. I have paid up to the agreed upon contract and wish to cut ties with both companies financially. My account information needs to be deleted, any and all financial charges dropped, as I have fulfilled my obligation with them. The issue also needs to be looked into further as to prevent another consumer from experiencing the same thing as me.

Business

Response:

[redacted] signed a 24 month agreement on 9-28-2012. His term ends 10-28-2014. [redacted].