Gold's Gym

Thank you for sending us this member's concern.? We have been in contact with this member.? ? ? ? The member joined on 7/1/2016.? As part of the agreement, the member agreed to the terms of the membership which includes the monthly fee and club enhancement fee, all part of
the membership.? He later informed? us via email? on? July 8, 2016? ? askng to cancel his membership acknowledging the day notice.? We accepted his cancellation and? notified him as such.?
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We have had a few email exchanges with the member clarifying this information for the member including providing the member a copy of his agreement.? We might have given more consideration to the resolve? had the member not negatively reviewed our company via social media with information that is not factual to the situation
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In health,
Gold's Gym Kirkland

This member was given a refund of locker dues, a credit on her payments and an adjustment to her rate to compensate for unfortunate occurrence.? We posted a sign for one month prior to cleaning out lockers, then held all belongings for anyone who had their locks removed, to be able to give them
their belongings.? Golds Gym went above and beyond to correct this situation.? Unfortunately, this member is in a contract that she wants to cancel now due to her desire to go to another gym.? That has nothing to do with the locker issue.? The contract value has been stated to her if she wants to end the membership.? The complaint here should not be with this gym's? policy when the other gym at Hopkins Road actually gave her erroneous information about joining their facility.? It is unfortunate as well, that they were not prepared to accurately state correct policy to this potential member.?

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meAlso if they want to charge people for time they never used and maintenance fee so be itI will leave all my reviews up I posted as to how bad they do businessI could have been happy to get my maintenance fee back since I was only there timebut they do not want to refund any money that is finethey must need it worse than I doTHEY BETTER NOT SEND ME ANOTHER ADVERTISEMENT EVER AGAIN AND NO MORE COMMUNICATIONS AND IF THERE IS ANYMORE MONEY PULLED OUT OF MY ACCOUNT FOR SO CALLED FEES I WILL BE USING OTHER METHODS ACCORDING TO THE LAW TO GET IT BACKI WANT NOTHING MORE TO DO WITH THOSE PEOPLESincerely, *** ***

Hello,I would like to cancel my complaint filed on 12/I was able to get our issue solved by working with the promotional company directly.Thanks!

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID 10761055, and have determined that this proposed action would not resolve my complaint.? For your reference, details of the offer I reviewed appear below
I have no records of any of these phone calls until the one made on 8/? I would have paid it earlier if they actually contacted meGolds Gym should make it protocol to get updated information when a customer is discontinuing service with them for future billing? For me to consider this resolved, I need clarification from Golds Gym that they never reported this incident to the Credit Agencies? If they did, they need to inform the Credit Agencies that the account has been paid and is satisfactory? It was unclear how he worded it that "the later payment has not been reported to Credit Agencies"Thank you
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. My account was credited today, 9/7/2017.
Sincerely,
[redacted]ra [redacted]

Refunds take 3-5 business days to show up to their account. Our records show the refund was submitted to members account. Member should be able to contact their Credit Card and see if a refund is pending prior to next statement.

Complaint: [redacted]
I am rejecting this response because:While I did meet with [redacted], and understand the reasons for the delay, this issues is NOT completely resolved,  as my account has still NOT been credited, as of today.  They may have processed the credit, in their system, but it has not made it to my bank, yet.  I will give it another 2 days.  If it has not been credited by then, I will need to know the next step in this process.
,
Sincerely,
[redacted]ra [redacted]

August 16,2017To whom it may concern,In response to the complaint submitted 10: [redacted] Joined Golds's Gym of Twin Falls March 13,2017. Before [redacted] signed her membership agreement she was alloweda free trial pass as well as a consultation with one of our personal trainers. [redacted] was also...

given a tour through the facility soshe knew everything that was available to her as a gym member.Attached is follow up in regards to her getting her membership started and her knowing what it entailed the notes state shewas excited about both the membership and the personal training.michael F. on 3/8/17@ 10:35 AM Call- Left Message- mentioned getting her message of wanting to change her appt toearlier in the day. said to just give me a call back and we could confirm a good time togethermichael F. on 3/13/17@ 10:37AM Missed Guest Follow-Up #1, Outcome: Call- Scheduled Appointment- asked how shefelt and what her thoughts were from the weekend. she said "well! I think ill do it I" coming in to sign up tomorrow!michael F. on 3/16/17@ 6:14 PM Member Follow-Up #1, Outcome: Call- Spoke- meeting with jeff on saturday .. getting setup for training, loving the gym and no complaints or question ..michael F. on 3/28/17@ 5:45 PM Member Follow-Up #2, Outcome: Call- Spoke- fixed her account .. happier than ever![redacted] was followed up after her membership and there were no issues. Also included is her membership agreement aswell as her personal training agreement. In our notes for her personal training program [redacted] mentioned it was important toher to stay healthy and lose a few pounds she wanted guidance and education on how to safely use the equipment in thegym.The daughter began calling in about the personal training on June 5, 2017 saying there was a problem and her mom didnot know what she was getting herself into. We did agree to relieve [redacted] of her personal training agreement obligationwith a $50.00 cancellation fee as a courtesy.When our front desk associate took the check, she posted the transaction to an expired membership that [redacted] had in2006 instead of her current membership. The front desk associate also took the physical check put it in the till for deposit andhit the on-account charge button instead of checking account. On account charge will draft the amount. It did take someinvestigating to find this charge as it was not on her membership it was on an expired membership. However, we did find theerror eventually. We wrote a $50.00 check to [redacted] on 8/15/17. If [redacted] is truly un-happy with her membership shemay come in and cancel with no other fees. There will need to be a 30 day notice given at our front desk, and the accountmust be current. I have also attached the notes from both of her accounts and the time and day that we attempted to contacther in this matter.I do want to state that [redacted] was not tricked, or forced into a membership or personal training. We have followed up withher every step of the way. The double charge was an honest mistake by a front desk employee that we have refunded.Thank You!Jodi P[redacted]Regional Sales DirectorGold's Gym Idaho208-219-3236[redacted]@goldsgymidaho.com Please see attachments

To preface, I have included a copy of [redacted]'s agreement with Gold's Gym Hanover and all correspondence with [redacted], including communication directly from the club and over a dozen attempts on behalf of our biling provider, [redacted], to contact [redacted] from the time her account went delinquent...

in April 2016 until it was posted return for collections July of 2016.With that being said, once an account falls into 90 days of delinquency we the club have a grace period where we can make an attempt to contact the member one final time before the balance is turned over to collections. Once the account is turned over we can no longer assist the member with a payment plan.As the club manager, 1 personally handle these “collection calls”, and in my 5 years as manager here at Gold's Gym Hanover, I have found that a text message is the best contact method in reaching and communicating with a member, especially in this particular case when numerous calls and letters were sent to [redacted] with no response.[redacted]’s account of the text message communication is accurate. However, I was not “sarcastic” or “cocky. My goal when contacting a collections member is to be preventative and proactive and help resolve the situation. In most cases the member is aware of the delinquent account, as was [redacted] as we spoke to her on May 23th, 2016 and we informed her of the balance at which time she stated she would be in to cancel her account on May 25th, 2016. She never came in and the account remained delinquent. This is documented on the attached file, on the last sheet of the packet and highlighted for your reference.At this point during our text message conversation [redacted] became sarcastic in her response when my goal was to help resolve the situation to begin with. I will continue to emphasize the point that she was made aware of this back in May and failed to take responsibility to come in to cancel the membership, thus resulting in the account going into collections status. Once [redacted] grew sarcastic in nature. I explained that this is simply a courtesy message to help and that I would not be treated in a disrespectful or ignorant manner when I am trying assist in resolving the issue.With regards to her financial situation, we the club do not become involved in personal finances, nor would it be our responsibility to contact a third party to discuss any personal financial information of our members. This would fall on her responsibility to bring the required documentation to the club and we would go through our process of assisting or canceling the account once in good financial standing. Again, this was discussed back in May and [redacted]'s failure to act then, now results in the current situation.I would certainly like to come to a resolution with [redacted]. At this point in time her account is with our collections agency [redacted], but I can work with them directly to have the account removed once her outstanding balance is paid.Consequently, if she has any documentation regarding her financial hardship or bankruptcy status I can do my best to help lessen the balance and have the account closed out as soon as possible.I appreciate your attention to this matter and I will await your response.Chris SGeneral Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:You did not address my complaint that the postcard contained NO mention of the extra enrollment fee. It was not until we went to the gym to sign up were we notified that the deal was $19.99 per  month AND a one-time $200 enrollment fee. I feel like this was a "bait-and-switch" ad. Even including the annualized fee the savings were approx $1.00 per month.This is not an honest ad. Since you can't/won't adjust my enrollment, I must insist that you include mention of the annual fee next time you send out your postcards with your "special" offer.
Regards,
[redacted]

Mr. [redacted] was initially issued a ONE day pass by our front desk coordinator.  Mr. [redacted] then went to a different employee and was given a free 7 day pass, and did not disclose that he had already been given a trial one day pass.  Mr. [redacted] then proceeded to bring other...

individuals to our facility and attempted to train these people at our facility.  Several members of our staff informed Mr. [redacted] that this was a clear violation of our Gym policies for the following reasons,  it is an insurance liability for a non gym employee to train on site, and we can not stand behind or promote any of Mr. [redacted]'s training techniques and their potential for success or injury, because he is not an employee, let alone a member of our facility.  What became even more disturbing is the question and answer sessions that Mr. [redacted] was conducting with members regarding steroids and other potential illegal supplements.  This would have a tremendous negative impact to our business and in some cases federal authorities have seized and closed gyms that were active in or perceived to be active in the distribution and use of steroids.  For this reason, we refused service.

Hello [redacted] I have put together some information in regard to this complaintAttached you will find the original agreements with [redacted] and [redacted] as our agreement states to cancel we do require a 30 day notice as well as a prove of move or medical.  [redacted] cancelled both memberships but did...

not provide a proof of move or medical we were unable to issue a refund of any kind until that was provided.  I do show in her notes that she called in and requested a copy of her agreement which we emailed to her August 2, 2017.  Attached also is her member notes in which her original request to cancel was on 6/19/2017.  I do have a cancellation form that was processed 7/14/2017.  30 days’ notice from her original request is 6/19/2017.  She paid a $388.40 for 12 months of membership that is $32.00 per month.  Her membership was from 11/2016 she had a total with her 30 day notice of 8 months membership leaving 4 months remaining from cancel at $32.00 per month there is a balance of $128.00.  With a proof of move or medical there is also a $50.00 cancel fee which is in her agreement this will leave a balance of $78.00 x’s 2 memberships she is owed a refund of $156.00.  Once again I cannot process this refund until she provides a proof of move or medical.Thank you!Jodi P[redacted]Gold’s Gym

Once again, fabricating additional lies.  Etiquette and behavior were never mentioned
ONCE in any of Gold’s Gym responses to my complaint. Furthermore, I was never
informed by the Staff, Management, or [redacted] (who I met with after the
banning of myself and Gene [redacted]) that anyone ever complained; that never
happened (I already explained in its entirety what occured). My cousin Ben
[redacted] has been a member for almost 6 years, and his “etiquette and
behavior” are the exact same as mine (except he drops weights which I don’t do,
and is louder). Nothing has ever been said to him once by management in the 6
years he’s been there. This is another reason I believe myself and Gene
[redacted] were singled out based against on slanderous/defamatory phone call received by Mark [redacted]
(in addition to the [redacted] telling me this). As for a link to
my youtube channel, I was not aware that Gold’s Gym scans through each member’s
or potential member’s social media and if they find something they disagree with,
(violates my freedom of speech) they are in turn banned from Gold’s gym. While
nothing done on my youtube or social media is illegal, I was not aware you can
kick people out or ban, (myself or Gene [redacted]) for their views expressed or
statements made outside of Gold’s gym. All views or opinions expressed are
protected under the first amendment. “This decision was a management team decision and not
one made by a sole individual, and it was based on observed behavior and
etiquette, not rumor and innuendo.’The
above statement is false. That is a complete LIE. I was told multiple times the
banning of myself and Gene [redacted] was made by a sole individual, which was
based on the slanderous/defamatory
phone call received by Mark [redacted]. Since Gold’s Gym will not answer any of
my questions directly, rather create lies, dodge issues, and not respond to
specific concerns I’ve brought up; I
will no longer be using the Revdex.com as a means to seek resolution.

This response is in regards to [redacted]. His membership is a recurring monthly membership that bills directly from debit or credit card or checking account. Our service is not a pay as you go service, rather a monthly service that gives you access to our facility and its amenities.We have...

contacted [redacted] on several occasions to make him aware of his delinquent account and he has not returned our messages. Our billing provider [redacted] has also made numerous attempts to contact [redacted] as well.At this point in time have discussed coming to a resolution with [redacted] and invited him into the club to discuss some options.Please be advised that Gold's Gym Hanover is making an attempt to help rectify the situation and have [redacted] rejoin the club as a paying member.Regards, Chris S.General Manager

This response is in regards to the complaint from [redacted], case number [redacted]. After reviewing [redacted] account we will settle on a payment of $124.50. This amount covers the 3 months of dues owed while [redacted] was still under his one year agreement. We tired to contact [redacted] 7 times from Jan 2017 to April 2017 to notify him of the past due amount. The only time we were able to reach [redacted] was in March at the 75 day past due mark. At that time [redacted] was very belligerent while the representative was trying to assist him, not once saying that he had relocated, he then started to use profanities, at that time [redacted] was informed that the call would be ended. The amount of $124.50 is the final payout of the agreement without any collection fee, late fee, or decline fees attached, we have also taken off the annual fee. If [redacted] is not willing to take this payout amount then unfortunately his account will stay in collections for the full balance.

Revdex.com spoke with the general manager, Thomas [redacted], who stated that there was an issue with the billing of the account, and confirmed that there was a remaining credit on the customer's account from a previous credit of $200 on 7/29/14. He stated that there was a glitch in the system, which he...

apologized for, and also stated that unfortunately front desk personnel does not have the account information and is not able to answer questions about billing. He also stated that an additional credit was added to the account for the charge that was made in error, and that the current credit on the account is $60.57, and that the customer will not be charged for membership dues until January 2016.

Revdex.com:
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.
Sincerely,
[redacted]

Revdex.com:At this time, I have not been contacted by Gold's Gym regarding complaint ID [redacted].Sincerely,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I will need them to contact me for a scheduled date to meet. I can pay by the 21st or the 28th of September. I will meet on either of those days to settle the account and I may be reached through email: [redacted].com to discuss the preferred meeting date. Otherwise I will call a payment in on the 28th of Sept at the latest and 21st of Sept at the earliest.
Regards,
[redacted]