Gold's Gym

I was charged twice for my gold's gym membership which is $325.41. The company had also failed to honor my initial contract for $10 a month, $120, which is what I should be paying for my yearly membership, instead I was quoted $240 a year, at $20 a month, but ended up being charged a total of...

$325.41 twice coming to a grand total of $650.82. I have left several messages with [redacted] who is a supervisor at their corporate office. After a week she returned my call and told me that she had no records of payment or my prior contracts, she told me that she was not obligated to give me the contact information for the district manager of golds gym in Columbia, MO. This is despite the fact that I informed her that the manager at golds told me that there was nothing that I can do. She told me that she would not release any information and that she did not handle contracts and that she could not help me. She informed me that she did not know when I would get my refund for at least the 325.41. [redacted] reported that a cash refund could not be granted. She also informed me that she had no previous records of a contract with golds gym, however, that does not make sense considering I have copies of all 3 contracts and payment dates as well as receipts.
Product_Or_Service: gym membership
Account_Number: [redacted]

I have looked in our system for any combination of names I could find, but I cannot find a [redacted] at all in our membership records. Since we do not and have never sold “lifetime contract” as she refers to, I think she is either very misinformed or I am now wondering if this is for a...

different gym altogether? She also listed her salesperson as Maria and we do not have a Maria working here. I went ahead and tried to call her evening number and the voicemail said it was for another person with the last name of [redacted]. I then tried to call the daytime number and it said the person could not accept calls at this time. I’m not sure what is going on but could use your help in getting to the bottom of it as we are always happy to help our members no matter what their situation and have a very good track record of doing so over 24 years. Unless she is using a different name or maiden name, etc., I can’t seem to find her as a member here or contact her using her  phone numbers. Would you be able to help figure this out so we can see if she is indeed a member and if so, we can certainly look into her situation and try to find out if we can help her further?

Upon speaking to Ms. [redacted], relative to her personal training transactions, it was resolved to discontinue payments from her account; although she has highly enjoyed her training experience with us and would consider rejoining in the future.

I have reviewed the response made by the business in reference to complaint ID [redacted], I will looking forward to hearing what you can do for me. Hopefully we can get this resolved. 
Regards,
[redacted]

To Whom It May Concern, We received a complaint from Ms. [redacted]. We have explained to Ms. [redacted] that we cannot cancel her friends account, and that he would have to be the one to come in and do so since he is over the age of 18. We credited her account for back dues as well. She...

misunderstood how to go about signing up for silver sneakers. We explained she had to come in and sit down with a sales rep and sign forms to switch her membership to silver sneakers. At no point was she called and "Old Lady". Ms. [redacted] screamed at myself and my operational manger. We do not send checks for refunds, and this was not told to her, as this just isn't something our company does. We did however request the one month refund for her in March for her February payment for her account.  We cannot refund her for her friend that is attached as he, has not came in to cancel. Please let me know if you have any further questions I would be happy to help!

9/10/14,  Will send response ASAP.

[redacted]- We are sorry to hear that you are dealing with some medical concerns at this time and sincerelyhope that you are feeling better soon.  I do apologize, but our training agreements and sessions purchased are non-refundable after the first 3 days of purchase.  As per...

your agreement attached "all sessions are non-refundable and non-transferable" and "you may cancel this agreement within the first 3 business days".  (Please see agreement attached.)   We do understand that the Capitol Hill location may not be as close as the Downtown location was to you, but it is only about 1 mile away and are prepared to transfer your membership there should you like.   Regarding your statement about sessions not expiring, I apologize, but this is incorrect.  Per your agreement attached, "All sessions must be completed on or before agreement expires 6 months after purchase date".  Being that you purchased your agreement in August of 2016, the sessions remaining are expired at this time.   As we previously offered, we are willing to extend that expiration date at this time so that you are able to use the remaining sessions at the Capitol Hill location should you so choose. Please let us know if this is something you may want to take advantage of and we do hope for a speedy recovery for you as well!

I will immediately cancel membership and reply to consumer with copies forwarded to Revdex.com

This guest's license was accidently given to the wrong guest leaving the gym.  That guest was called at home, she checked her purse and did, indeed have the incorrect license and was bringing it back to the gym the next day and picking up her correct license.  This information was relayed...

to Ms [redacted] by phone that same afternoon.  Ms [redacted] called that next morning and was informed it was being returned in the evening.  The license is at the gym and not retrieved yet by Ms [redacted].  Golds Gym did immediately reimburse her for the replacement of her license before we discovered it was found.  We do not feel there is anything further we can do in this matter.  We regret that this mistake occurred but did all we could to recover it and it was recovered.

I provided updated card information prior to the billing process and prior to my due date!!! I can not predict my card information being stolen and make arrangements 31 days prior! I resolved the issue as soon as I could and am not to blame for their slow system and incompetent staff!

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.
Regards,
[redacted]

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]

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 submit their cancellation request to member services 31 prior to their next draft in order to avoid additional payments. You submitted...

an official request to cancel your membership on 10.06.14. Per our 31 day notice policy, you would still be responsible for your drafts on 10.17.14 and 10.31.14 (since you are a member at a club that drafts on a bi-weekly basis). Due to these reasons, you will be drafted for your final payment on 10.31.14 and you will not be responsible for any future dues after that date as your membership has been successfully cancelled.Sincerely,Gold's Gym Fitness Alliance, LLC

This gym on East Washington Street is the most disgusting gym I've ever been to. For the last two years, it was the only place near my house so I suffered through it. Luckily, there's a new gym that I can switch to on Washington Street. Not only were they recently in the news for having a peeping Tom in the tanning area (which, by the way, leaves much to be desired. The beds are from the 90's and the bulbs are ancient). The staff is downright rude and unattentive. Once, I had an issue with a credit card being compromised while on vacation. Two days later, I was contacted by a credit bureau saying they were collecting a debt since they couldn't process payment. Seriously? Talk about a breakdown in processes. When I asked to speak to the manager, the staff member absentmindedly looked at me and said "No. She's not here and she wouldn't care anyways" ... Wow. They'll also try to sneak a charge in here and there and call it "an annual dues guarantee rate lock" .. So, watch out for that. Ask about it before you sign the contract. The equipment is dirty and outdated to boot. Trust me, just pay a little extra and go somewhere else. This place is a catch all for the ghetto East Side.

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 is only permitted to cancel while currently in term
if they can provide proof of move 25 miles of more from a Gold's Gym
location, permanent medical disability, or military obligation. It also
the responsibility of the member to submit a 31 day notice of
cancellation and to ensure that all of their account information is up
to date. Your cancellation request was successfully processed, however
your final draft was declined and per the terms of your agreement, that
results in the void of your cancellation. Courtesy calls were attempted
to notify you of your past due balance, and after your account was
delinquent for over 60 days, you were then transferred to collections.
This matter must now be addressed with [redacted].
Sincerely,
Gold's Gym Fitness Alliance, LLC

I was charged again in July but since the gym submitted a fraudulent contract that I did not sign, my credit card rejected it. So I am no longer owed anything. I would like to make note of the forged contract and send it to whatever authorities possible as it was clearly not a legitimate contract. I personally feel violated that someone thought it was ok to make up a fake contract in my name and type my name out where a signature would go. This is extremely disturbing behavior and a widely known company such as Golds should be ashamed of desperate employees who go to these lengths. As a consumer, I have been exploited to a point where I had to block the gym from calling me, cancel that credit card because they kept trying to charge it and now have very little trust for companies that hold private information. I now realize how risky it is to patronize companies that allow uneducated employees access to clients private information to which they can use to harass customers. I understand these people work for commission but to what lengths should this activity be allowed?

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.

I had a horrible experience with gold's gym. I had just moved to Las Vegas and I was trying to find a job. I went to gold's gym to get a better body so I might have a better chance getting a job at a hotel or restaurant. I talked to a personal trainer and we talked about all the could do for me then I went to the back to sign and talk it over with whoever does all those things. I told them I didn't have a job at the time and they still accepted me also I was not aware that by cancelling the membership I would have to pay the WHOLE YEAR! And without having a job at the time and going through a lot of things at the time, I couldn't even cancel it. I wanted to cancel after the personal trainer constantly put me down and mainly focused on my Aunt which wasn't fair. I don't remember names of instructors or anything because this was a few years ago, but I know what they did to me was wrong. Everything should have been explained to me at the time especially knowing I didn't have a job. They used me and now all that money is in collections and I cant afford it because I have other things like my student loans and things like that. I owe around $1,700 for a gym membership I only used a few times.

We have pulled her account from collections and closed it. We are sending a letter to Ms. [redacted] at the address provided saying account is clear so she can contact the 3 Credit Bureau's so they can update her status. Thank you and we hope Ms. [redacted] has a speedy recovery in her recent surgery.
Thank...

you

Gold's Gym will be refunding [redacted] membership ($150.00).  The gym has been under
some construction to the roof and the main water line.  We have tried to keep as much of the gym
open to members, as much as we can.  We have supplied bottled water to the...

members.  I hope thatMr. [redacted] will return to the gym after the construction is over.  I will be contacting Mr. [redacted]
by phone to infom him of his refund.
 
Thank You,
[redacted] Manager