Gold's Gym

[redacted]                                                                             [redacted]...

[redacted]         [redacted]                                                                                                 [redacted]                                                                                                             [redacted]
Dear Ms. [redacted],
   This is our response to [redacted]’s complaint.   We did not receive any communication from the Revdex.com, until your letter of Oct. 15, 2014.  I talked to [redacted] about her complaint.
   On 9/27/14 we  changed the oil on  Ms.[redacted] car.  At that time, we also rotated her tires, and did a multi point inspection.    Several days later Ms. [redacted]  called me and said that the lug nets were loose on her 2 front wheels.  I asked her if any damage had been done to the wheels or the car.  She said no, that somebody had tightened the lug nuts  and there didn’t seem to be any damage.
  
    She wanted to have the bill refunded.  I apologized to her for our mistake, and  refunded the bill to her.  I also sent her a certificate good for her next oil change and offered  to inspect the car and make sure everything was “ok”.  She said no, everything seemed to be ok.
   Obviously, we should have tightened the lug nuts on Ms. [redacted]’s vehicle.  Thankfully, it appears that there was no damage to her or her vehicle.  Ms. [redacted]’s vehicle has over 60,000 miles on it.  I’m assuming that all of the previous Service work  done at Cook Chevrolet was done  to her satisfaction and was done correctly.   We don’t blame Ms. [redacted] for being upset, but we think her request to have all of her previous Service Bills refunded seems  unreasonable.    As I mentioned earlier, we have offered to pay for her next oil change, and will gladly inspect her car.
                                                                                                          Sincerely,
                                                                                                           [redacted]

I apologize for the delay, and for the frustrations that our billing process has caused in this case. I have confirmed with my accounts manager that the full refund check of $315 was mailed out today...

(5/26/15). [redacted] should receive it in the next few days. Again, I apologize for the issues with your training and account, and I assure you that the person in question is no longer employed by Gold's Gym. Please let me know if there are any more questions or concerns with the account. Thanks!

The majority of our memberships are month to month memberships and may be cancelled by simply giving us a 30 day written notice.  Unfortunately this member forgot that she needed to give us a 30 day notice and was surprised when that was required of her.   Again the majority of our...

memberships, like this one, are month to month and simply must give us a 30 day notice.  Any payments due within that 30 days must be paid.  There is no hidden cancellation fee or anything else.  For this member it appeared to be bad timing because her annual fee was due the same month that she cancelled.  We only charge our annual fee once a year and she unfortunately canceled in the month it was due.  To her it may have seemed like she was charged more but it was simply what was due on her membership that month.  We try very hard to be transparent and open with our members.  The annual fee is written prominently on the front of the contract and should not be a surprise for our members.

Revdex.com:
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.
After I made my complaint, I looked at the history of complaints against Golds Gym. There are 88 complaints to the Revdex.com – I do not think my case is unique.  
The circumstances of the customer need to be considered, I do not have a history of not paying, I provided a card when I found out it did not work but was not informed I would not be able to use the gym while a fee was on the account.  Had the fees been waived, I would have paid in full and likely continued my membership, now I am disgusted. 
While they indicate a curtsey call was made on 6/16, I never received a courtesy call about fees on my account.
I paid June Membership fees at the gym and was admitted to the gym and was notified AFTER I paid that I would not be able to use the gym until fees were paid.
I went to the bank on 6/24 and asked for a letter regarding my card and was told a letter could not be provided. The person at the bank spoke with the customer service person at Golds Gym.
Since I cannot use the gym and its going on 3 weeks now, I asked to cancel the membership and to stop upcoming charges.  In addition, my card was
lost this past week and I asked that future charges stop.  I was told that future charges cannot be stopped and future fees will be posted to the account and that the account cannot be closed.
 
So while I do not have a card, fees are being charged to my account and I can not close the account?  This makes NO sense.
 
For almost three weeks have not able to use the gym.  I will not pay for a membership for a service that I cannot use, I will not pay a fee for a card change I did not know about and the bank indicated they are unable to provide a letter. 
It seems to me that the interest of Golds Gym would be to maintain positive relations with customers and build their customer base in a competitive market – however sticking to policy is more important to this organization as reflected in 88 customer complaints.  
I work with two other companies who simply sent an email or called when the charge could not be made and both cancelled automatic payments until a new card can be provided - neither charged a fee.  I am disgusted with Golds Gym and their insistence to policy and not consider the customer. 
Regards,
[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]@richmond.Revdex.com.org.
Regards,
[redacted]

This member did not follow our cancellation policy, as stated in the agreement.  A call to inquire about cancellation Is not a cancellation.  She requested late fees to be refunded however she was late on her payments due to her debit card being expired and she did not notify us. ...

Regardless of when she cancelled her membership our agreements state that the member will pay any dues within the next 30 days. We are simply following our procedure and the policys she agreed to when she joined.  If you would like a copy of the agreement I can provide that.  Thank you.

Dear Ms. [redacted]We would like to apologize for any inconvenience you may have experienced. Per the terms and conditions of your signed contract, all requests to cancel a membership must be submitted to member services via telephone or email. There is no record of you ever submitting a request...

to cancel your membership. Additionally, you were contacted in March and May via telephone to notify you that you had acquired a past due balance with our gym. After these notifications went unanswered, you were then transferred to collections. Due to this reason, and that fact that you have been transferred to collections, the matter must be addressed with [redacted].Sincerely,Gold's Gym Fitness Alliance, LLC

I attempted to contact Gold's Gym 12 times to update my billing information.  Due to their gross negligence and failure to return a phone call, I feel I should not be held liable for the time I was not a member.  My last payment to Gold's Gym was processed through my bank on September 12th, 2016 in the amount of $44.95 for a month of premier membership.  I visited the gym two time in the first week of October, but never again after that time.  Once I knew my billing information expired, I stopped going to this gym until I could get my account up to date.  Again, this is when I attempted 12 times to contact Gold's Gym to update my billing information but I was not a priority enough to them to return a phone call.  So instead of calling me back so I can give them my updated credit card information, they continue to charge me even though to them I'm not worth it enough to return a phone call.  If I'm not worth a return phone call, why am I responsible for the months that Gold's Gym does not consider me a member?

Im sorry to hear about your experience.  I will take care of the situation immediately. And refund your last payment as well as make sure the memberships are cancelled.

Hello,I have looked into the membership and the account has been cancelled. The cancellation was processed on 4/14/2016.

As stated previously in the first response, the due date has been the same since [redacted] joined.  When we attempt to draft and there are no funds available on the date [redacted] committed to pay, [redacted] is assessed a late fee as stated clearly in the contract.  This account has a pattern of insufficient funds that would have prevented any issues or late fees.  If [redacted] needs to move [redacted] scheduled payment date because of [redacted] income schedule or other reason, [redacted] needs to contact us to do so to prevent further latenesses and fees.Noone changed the payment schedule.

Hello,I will be getting in touch with the employees involved / that dealt with this contract and see that we come to a conclusion. I will be contacting [redacted] via telephone when I get more information about the issue.Thank you,[redacted]

[redacted] 
[redacted]
To Whom it May Concern:I am emailing you in response to a complaint that was sent to us regarding one of our...

members. It is our policy that members sign a cancellation form and be current on payments to terminate the agreement -- just as they sign to enter an agreement. This member continued to use the gym 3 months after his 12 month commitment but then went default on payments. We have tried to reconcile this with the member by reaching out at least 7 times and even sent a cancellation form and corresponded via email but still refused to become current on payments.  Please let me know if there are any questions.  -- Yours in Health and Fitness,Jeronimo C. P[redacted]General ManagerGold's Gym Cheyenne[redacted]

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.
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,
[redacted]

I dealt with [redacted] and [redacted] last year about their membership. His wife was taken out of our system. What happened is we changed to new operating system, which billed past due people who were in outstanding notice. All of the collection notices were sent out were an error. [redacted] is fine and it...

was all a clerical error. We have fixed the error and it shows in our system that she is fine. There is nothing they need to do at this point. I apologize for any issues.

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 am confused on the issue at hand.  Yes the complaint is from a member that has been with the facility for four years, but she and her husband have now cancelled.  Their son did sign up for a 24 month agreement July past summer.  He did not mention that any family member was a member...

of the facility and we had no way of knowing.  We are under no obligation to do anything.  However I have agreed to let them transfer their sons membership to their daughter.  The transfer will only be allowed with the same terms of the current contract the son ([redacted]) agreed to when he signed his contract in July.Thank you,Kevin G[redacted]

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

We apologize for any inconvenience during the time it has taken to resolve this issue and the miscommunication between us and our billing company. The membership for [redacted] has indeed been cancelled with Gold's Gym South Boston.Please contact the club with any additional questions. Thank you!...

And again, we are very sorry for the complications.

Revdex.com:        I just want to make sure that there is no amount owed and that everything has been waived.
Regards,
[redacted]