Gold's Gym

Dear Ms. [redacted],
We would like to apologize for any inconvenience you may have experienced. Per the terms and conditions of your signed contract, the decline of a member's draft will result in a $25 NSF fee. Your 05.30.14 and 06.13.14 biweekly membership drafts came back declined and as a...

result, two NSF fees were added to your account. A courtesy call notifying you of your balance was made on 06.16.14, you paid for your membership dues (minus decline fees) on 06.18.14 and were notified on 06.20.14 that you wold be denied access to the gym until your remaining balance was paid. On 06.23.14, you called member services in regards to the balance on your account and were informed that the only way the fees could be waived was if you provided proof from your bank that your card information was compromised. You then submitted a cancel request on 06.25.14 and were notified once again, that your past due balance must be paid in full before we could process your request and that bank proof was needed to remove the fees. The other fees on your account are attributed to our RGF fee which is a standard charge that occurs annually and is outlined in your contract. As of now, your account has a current past due balance of $100.47 (two $25 NSF fees, RGF fee, and 06.27.14 membership dues which also came back declined). If you can provide proof that your card information was compromised, we will waive your NSF fees and you will only be responsible for your membership dues and RGF fee.
Sincerely,
Gold's Gym Fitness Alliance, LLC

As I have stated previously, we do not show any record of your cancellations. The first contact we had from you was in July. At that time your account was past due and we do not cancel accounts that are past due. Since that time we have cancelled your membership and waived any amount that was past due.

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]

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]

Dear Ms. [redacted],
We would like to apologize for any inconvenience you may have experienced. You enrolled your nephew in our facility on 02.21.14 and he continued to use the gym up until April. Per the terms and conditions of your signed contract, a member must submit a 31 notice of cancellation to member services. When these cancellation requests are received, members are then sent a confirmation email notifying them that their cancellation was successfully processed. We show no record of you ever having submitted this request to cancel your nephew's membership, and the only way we would be able to remove his account from collections is if you are able to provide an email confirmation from member services. once that is provided, we can then take action with his account. As far as your personal account is concerned, member services shows no record of you having submitted a request to cancel childcare. On 08.08.14, you made the $30 payment you refer to in your complaint and your account was the up to date. The $70 charge you are now noticing was a past due balance charge from a draft decline in August. This charge included childcare fees, as we had not yet received your notice of cancellation. However, per your conversation with member services on 09.11.14, childcare has been now been removed from your account, and in accordance with our 31 day notice policy, your final draft for childcare will occur on 09.25.14. After that, the only future dues you will be responsible for are your membership dues, for a total of $15.95 monthly.
Sincerely,
Gold's Gym Fitness Alliance, LLC

I do remember [redacted]. He worked with a trainer named [redacted] who was leaving Gold’s Gym to start his own business. When [redacted] was planning on leaving, [redacted] was still training with him. I remember cancelling his training. I was in constant communication with [redacted] and technically he cancelled his training...

20 days before when we have 30 day cancellation notice here. I put in the cancellation and got it all taken care of while he was still here with his trainer. He was charged since it was not a 30 day notice before the next payment, but I did get that refunded for him. He is still a member here and is locked in a 2 year contract. He tried to come in last month to cancel his membership, but we do not take cancellations in the contact unless he has a doctor’s note stating he cannot work out or if he moved 25 miles away from the gym, which he would have to submit proof for.

We have attached the agreement signed by the member on 6/07/2016. This agreement clearly states the term and monthly payments with the members signature. Per member's husband's request (he is not on the agreement) a copy of the agreement was sent to the email on the agreement on...

8/15/16.

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.

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 a problem with the way you all conduct business because the payment was taken out of my account on a day that I did not authorize and since I did not authorize it that's makes the actions you took illegal. The supervisor I spoke to said they have a 're-run system' that runs my card on different days. When I tried to bring up the fact that that is illegal and threatened to bring my lawyer Into this situation, he tried to rephrase and said that the contract states that golds gym may, upon written notice, change my monthly due date. And I also confirmed that when looking over the contract myself. But I never received a written notice and [redacted] never said they attempted to send one out. 
From my understanding the payment didn't process and I had until the next due date to bring the balance up to date, but before I could pay the late balance it was taken out if my account without my acknowledgement. This also happened before but I didn't think anything of it because I was informed the payment had processed the same day that I had called to make the payment over the phone 
Regards,
[redacted]

Dear [redacted],I am writing this response re: [redacted] joined
our gym 10/20/2008. [redacted] was an active member until 06/01/2014. [redacted]
fulfilled her membership after the initial contract all memberships go month to
month. As seen in the attached contract. [redacted] did not cancel her...

membership.
We canceled in on 06/01/2014 with a balance and write off status. [redacted]’s
account was renewed and was canceled the last payment we received from her was
on 03/15/2014.Rebecca contacted [redacted] to offer her an opportunity to come
back into the gym. We did not “renew” her or charge her account. This is just
something our sales team does to offer you away back into the gym and remove
any balance that you may have had.  It seems that [redacted] misunderstood our intensions. There
wasn’t any fraud or Identity theft. We were just reaching out to her to see if
she would like to rejoin and take advantage of a resign discount.Thank you,Amanda D[redacted]

Member [redacted] has an account that is in good standing with Gold's Gym. I have attached the signed 12 - month contract to this response. The contract expires this month and she is eligible to cancel by our procedure of calling [redacted] (as stated on the contract). Without notice of wishing...

to cancel, the member's membership will AUTOMATICALLY RENEW, so I suggest doing so ASAP.Thank you,

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.
  This was NOT the policy Gold's told us about. When we signed up, (the monthly membership "dues" came out of MY checking account. So I DO have a stake in this, and there were FIVE of us on this membership, NOT just [redacted]...) the Gold's employees assured us there would be "NO PROBLEM" when the contract expiration time came. Then Gold's was made aware we would NOT be renewing, well in advance of the contract expiration, but quietly still charged a membership fee after expiration, and after letting us believe this was settled. Seriously, when a contract expires, that's it, you're done. Gold's wasn't providing any service to any of us anymore, we didn't even have access to the gym.  I feel I'm going to have to lodge a complaint with Wisconsin consumer affairs as well, to get these undeserved charges removed. That manager can gloss over anything he wants, that fact remains that we were lied to, and that's NOT good business. He can also check his records and find not one of us stepped foot in the gym after December 2014.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: according to Ryan C[redacted] in his email to me dated January 30,2017, mypurchased personal training sessions never expire.
Sincerely,
[redacted]

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.   Sent: Tuesday, February 13, 2018 11:53 AM Subject: Complaint ID: [redacted] The propose that Gold’s Gym gave us did not satisfy us, because our letter was sent in April 2017 and they never answer us, they continue charging us all that time and now they want to charge us with a cancellation fee of 150 USD.  -- [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.  Thanks for getting back to me! I do not wish to further this complaint, as long as the amount that they claimed that I owed is taken care of I am satisfied.

Revdex.com:
I have...

reviewed the response 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.  On behalf of Mr. [redacted] I thank you for your assistance in a matter that clearly should have been resolved when I first contacted their business.  Mr. [redacted] today is near death and we have been told that he most likely won't make it more than a few days or a week at most.  I will let him know that this matter is closed and it will relieve his mind.
Regards,
[redacted] Poa

Please see the attached documents.  We attempted to contact Mr [redacted] via phone and email.  The email was provided by him when he signed his initial contract (attached).  His credit card expired, we attemped to contact him prior to it expiring as well as after it expired, please...

see contact log (attached).  Mr [redacted] is not due any refund. 
Thank you,
 
[redacted]
Owner Goold's Gym Charlottesville

[redacted] is correct, we double billed her account twice for the month of August.  Our 3rd party billing company [redacted] had a glitch with batching out monthly dues for several members of our membership base, and have refunded said members as of this morning August 25th.

On 1/5/15 [redacted] entered into a Personal Training contract with Gold's Gym as part of his participation in the Gold's Gym Challenge (copy of contract enclosed). Our facility offered threedifferent programing options that would give the member entry into the contest (copy of presentation...

sheet enclosed). All prospective challenge participants were presented with threeoptions to enter the competition. The "Bronze" level did not include any training services. Mr. [redacted] opted for training services and was made part of the competition. The prizes were to be awarded to the top three contestants from each age group for each gender as set forth in the 2015 Gold's Gym Challenge Official Rules (enclosed, original can be found at: http://www.goldsgym.com/challenge-2015/ ). The Official Rules also clearly outline that there were two parts to the challenge. In order to be considered for the National Contest prizes an individual must win on a local level. Mr. [redacted] did see great results and as such received positive encouragement from our staff. He was not chosen as a local winner; therefore, was not considered for placement in the National Contest. We can not make promises to any challenge contestant regarding placement on a national level. Please also find enclosed a copy of The Gold's Gym Challenge 2015 Official Entry Form as well as a publicity release. These are the additional forms that Mr. [redacted] signed when he entered the competition. In addition, Mr. [redacted]' before and after pictures are enclosed along with pictures of the first and second place male winners in the 18-29 age group and the overall male winner. As you can see these contestants had much more dramatic transformations and as such were selected as winners. This is the type of transformation that the judges are looking for when deciding who toselect as the national winners.The reason free training was offered to Mr. [redacted] is because he told us that our gym offered no follow through on our part regarding the challenge. The employee (Brad) who had been in charge of managing the challenge participants ended his employment with us after the conclusion of the challenge. Mr. [redacted] led me to believe that no one had taken his final measurements or pictures. After further research, I found that we do have record of his final measurements and pictures. Mr. [redacted] himself states in his complaint that Brad, in fact did do what was promised at the end of the challenge. Mr. [redacted] was made a part of the local judging process; however, he was not selected as a local winner and therefore was not made part of the national judging process.Mr. [redacted] utilized his training services and saw great results. His service contract discloses the length of time that he was committing to a training program as well as our policies regarding refunds of such services. He entered into this contract out of his own free will and we provided what he paid for; there,we feel no refund should be given.Melinda L, General Manager

---------- Forwarded message ----------
sans-serif;">From: [redacted] [redacted]>Date: Tue, Oct 7, 2014 at 11:33 AMSubject: complaint ID# [redacted] has been resolvedTo: [email protected] complaint I filed against Gold's Gym ([redacted]  [redacted] Wv [redacted]) has been resolved.I spoke to John L[redacted] on 10-6-2014 and the matter was resolved to my satisfaction.
[redacted]