Gold's Gym

Sent: Tuesday, January 23, 2018 5:31 PMSubject: Case #[redacted] I am writing in reference to case # [redacted] for [redacted], since receiving the notice from Revdex.com I have contacted him and explained how our cancellation policy works. He then told me that he would call me back to settle the...

situation and have not heard from him. The membership that he is disputing is not his it was a membership that he opened for his wife. If there is any other information you might need feel free to contact me through email.  Christopher [redacted]Gold’s Gym Harlingen

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.
Sincerely,
[redacted]

Revdex.com:
I was able to resolve this is problem with Gold's Gym directly. They did a very good job resolving the issue.

A refund check has been processed and mailed in the amount that pertains to our membership agreement and my initial response to the complaint

Revdex.com: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.I have received the requested refund on my contract, backdated to reflect my original cancellation request in June. However, I dispute Golds' account that it was simply an "error." At the time of the request in June, Golds chose not to honor the terms of the contract as it was presented to me and confirmed in an email by Christian M[redacted] (see attached).  They took no action to remedy the situation until the Revdex.com was involved.  I also dispute Golds' account of the situation regarding my wife's membership. When I signed up in Sept. 2015, Mr. M[redacted] told me I could sign my wife up for a free trial and nothing would be charged if I canceled during the trial period. I emailed Mr. M[redacted] to cancel her trial, which he had told me would fulfill the requirement to cancel "in writing."  I thought the matter was closed. When I tried to cancel my membership in June, I did not list my wife under "other family members that would like to cancel at this time," because I was not aware there was an active account. Likewise, the balance on her account occurred when I updated my payment method in June. I did not attempt to update hers because I wasn't aware it existed. We did not find out of her account's continued existence until early September when we received a letter threatening to send us to collections.  Given Mr. M[redacted]'s misleading statements, the fact that I followed his instructions to cancel my wife's membership during the free trial period, and the fact that Golds' own records would verify that my wife never used the gym's services during the entirety of the 2 year contract, we would like a refund of the full amount we have paid on her contract.  However, we would be willing to accept a refund of $[redacted], the amount my wife was forced to pay in September to prevent the account from going to collections.Regards,[redacted]

Hello, Regarding this complaint:   Not only has a GM (Aron Branam cc'd here) NOT deleted any information on this account, it isn't possible to do in our point-of-sale system.  So we do have all of the records for this former member and are more than happy to share them.    ...

He joined in July of 2016 and wanted to pay cash-up-front for his membership but did not have the full $500.  Chris Bailey (sales person cc'd here), allowed him to pay $250 at that time and another $250 3-4 months later.     When he paid the second half of his membership in November of 2016, we accidentally reset his expiration date to a year from the second payment - essentially adding extra months for free onto his membership.     Last month we terminated his brother's membership for multiple complaints from female members.  Joshua decided he wanted to cancel as well.  We ALWAYS do a pro-rated refund on ANY cash-up-front membership if someone decides to leave.  But in this case Joshua received MORE than 12 months but he had only paid for 12 months.   We intentionally have the EASIEST and most lenient cancellation policies in the industry.  The only time we get a complaint is when we kick someone out for being a jerk.    We are available for any follow-up you may need on this.          -- Blair C. M[redacted]  President WORX - Your Workout Prescription  Confluence Fitness Partners, Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12329335, and find that this resolution is satisfactory to me. I received the check in the mail yesterday. Thank you for your help getting this resolved. 
Sincerely,
[redacted]

[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.]
Revdex.com:
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,
[redacted]

I am not sure where the disconnect was in this process. I will be sure to have the membership removed from collections and the amount that is past due cleared.

In response to complaint [redacted]. We have found no record of cancellation request. We maintain a very detailed paperwork trail. That being said we still made the decision to refund six months of membership dues totaling [redacted]. We have spoken to the member he was very pleased with the...

resolution.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
My problem initially started when I went into the Golds Gym branch in downtown Milwaukee and spoke with a Golds Gym employee named [redacted] about combining my account and my cousin's account. [redacted]  replied that this could be done and a price and plan were agreed to by my cousin, [redacted] and I. [redacted] did not follow through with his agreement with us, so I made a final payment and asked him to cancel my account. He agreed to cancel my account but did not follow through which led to me accruing charges that I will not pay. I later found out through my bank that someone is trying to take out an automatic withdrawl. I found out that it was Golds Gym so I immediately put a block on my account. I then contacted Golds Gym and kept getting the run around. I spoke to [redacted] who claimed to be the manager. He was very rude and was of no help, I later found out that [redacted] was the actual manager and explained to him the situation. He stated that he would look into the issue and contact me but did not do so. I contacted the branch again and left a message for him to contact me but still have not heard back from him. I would like this problem resolved as soon as possible. I will never recommend anyone to this gym after my horrible experience.  My balance with them at this point was 0.00 with my last payment to them. all the charges that they are trying to accrue me with now are from after my final payment and cancellation, as stated above. So nothing was ever done about me asking them to cancel my account in person at the gym.  I will not make any payments to them.  The money that they are looking for from me is not owed to them. Golds Gym did not cancel my contract as agreed to by them, so they will not receive anything more from me.
Regards,
[redacted]

Revdex.com100 Bryant Woods SouthAmherst, NY 14228Attention: [redacted]Reference: ID [redacted]Dear [redacted]This letter is in response to a complaint submitted to the Revdex.com on 2/06/2017 from one of our members. Our member signed for a month to month Premier membership on 1/09/15....

Their monthly dues are billed on the 9th by our billing company. The last payment received was on9/09/2016. Our member was mailed a past-due statement informing him that his 10/09/2016 payment declined. The club General Manager has notations stating that he had a 12 minute phone conversation with our member on 12/22/2016. By that date our member was behind 3 months in payments. During their conversation the member was given the opportunity to pay his 10/09/16 dues and the remaining past-due balance for November and December would be written off. Our member refused the offer given to him and stated he would contest thecollection process.At no time was the member informed that his 10/09/16 past-due balance would be the only amount sent to collections. The club is expecting to receive the full balance that was sent to First Credit Services in the amount of $179.80. Regards,Debbie P[redacted]Business Manager

Dear Ms. [redacted],
We would like to apologize for any inconvenience you may have experienced. If you look below, you will a screen shot of all your account check-ins, with your most recent being 10.02.14.
You signed a contract with our facility, and for that reason you must honor the terms of your agreement. We are unfortunately able to waive any fees at this time.
Sincerely,
Gold's Gym Fitness Alliance, LLC

Dear [redacted],We would like to apologize for any inconvenience you may have experienced. While we are unable to offer you compensation at this time, we would like to note that your complaints have been taken into consideration and these issues are being addressed. 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 must pay a $25 cancellation fee if they cancel their membership within six months of enrollment. You enrolled with our facility on 8.13.14...

and continued to check in to the gym up until 10.02.14, on which date you called to cancel your membership and were informed of the $25 fee. Furthermore, all members are given a 5 day buyers right to cancel in which they may cancel their membership, no questions asked, within 5 days of their enrollment. Given the fact that you did not exercise this right to cancel and signed a contract with our gym, we can not waive your cancellation fee of $25.
Sincerely,
Gold's Gym Fitness Alliance, LLC

Hello, In response to case number [redacted]: We sincerely apologize for any inconvenience and confusion with our membership and policies that occurred. [redacted] signed up for our Gold membership on 8/31/2015 for a 2 year agreement. Our policy regarding all of our cancelations is a 30...

day notice and a $58 cancelation fee for any member still in an agreement. We also only handle cancelations in the club or via direct e-mail with the General Manager of that particular facility. There is a note from our billing department that they sent a letter on 4/4/2016 to alert the member that there was an issue with the account. They started calling 4/21/2016 and leaving voicemails to advise the member of the issue again. Based on non-response, the member was sent to collections on 7/16/2016. I received an e-mail from [redacted] on 8/12/2016 regarding the issue. I immediately took her and her husband out of collections, canceled the account and waived all late fees. We sincerely apologize for the confusion, and we resolved all issues with both accounts. Thank you, Megan A[redacted]General Manager

After careful review of Ms. [redacted] account, we found the following:
0in 0in 10pt;">She joined Gold’s Gym Fredericksburg June 15, 2012, [redacted] is a [redacted] of her membership agreement.  She signed or initialed all sections, but in particular the auto renewal, which she disputes.
She requested and was approved for numerous freezes of her membership account.  Each freeze allowed the member to place the account on hold without payment for several months.  While the member is not responsible for payments during the freeze time, she is ultimately responsible for the number of payments she signed for when her membership agreement was signed; thus her term date was extended to match the number of months frozen. 
Here is a timeline of events:
On September 15, 2012, her account was frozen for two months. 
On February 13, 2013, her account was frozen again, upon her request, and back-dated from August 2012 through January 2013. She received a credit on her account.
On December 13, 2013, she attempted to cancel her account, but after reviewing the cancellation policy with our billing department, she was unable to cancel.
On February 19, 2014 her account was frozen again, upon her request, and back-dated from February 14, 2014 through April 14, 2014.
On April 15, 2014, she requested her freeze be extended to July 14, 2014.
On December 1, 2014, she requested her 3rd back-dated freeze, from July 14, 2014 through November 14, 2014.
On February 4, 2015, she requested her account be frozen from March 6, 2015 through April 5, 2015.
She did not pay her account from April 6, 2015 forward.  Due to non-payment her account was turned over to the gym’s attorney to discuss and reconcile her past due account.
On February 16, 2016, she attempted to cancel her membership through our billing company without payment and without supporting documentation as per her membership agreement.
In addition to working extensively with her throughout the freeze process, we have offered her complimentary personal training (up to 2 sessions) in the pool.  She failed to appear for her first session. We have this documented via e-mail.  When she finally did meet with the trainer manager, he offered her our paid one-on-one personal training options, and she declined.
She stated we do not offer pool related classes, however we have numerous pool classes on schedule in the morning and the evening. We have made every attempt to assist this member meet her fitness goals in a safe and professional way.
Because of the status of her account, she has been referred to the gym’s attorney to discuss and reconcile her membership payments.  However, she has refused to do so; despite the attorney’s office willingness to work with her.

[A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
Revdex.com:
At this time, I have not been contacted by Golds Gym regarding complaint ID [redacted].
Regards,
[redacted]...

[redacted]

This email is in reference to a letter that I received yesterday about the same complaint listed at the bottom of the original email that I have attached to this email. I have reached out to mister [redacted] about the issue for the membership which belongs to his wife not himself. I explained to him he need to submit proof of relocation and pay a cancellation fee. Till this day he has not reached out to me after that phone call.

Hi thereI apologize - I wanted to mention that in addition to the membership's cancellation, a refund is also being processed. Please allow at least 7 days for this to show on your credit card statement.Thank you and I apologize for the inconvenience