Gold's Gym

[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
There was a verbal agreement here that the business has blatantly disregarded as "he said, she said" - despite the fact that that employee has been terminated. I highly doubt that they reached out to that individual over this case. At any rate, I have spoken with other gyms in the area and they have told me that my experience was not unique. I would like to note that I was never given a hard copy (or soft copy for that matter) of the agreement, so having 3 days to change my mind about incomplete information is a bogus fall back for the company. It is unfortunate that in this day in age, when there's so much competition, that this company couldn't see it fit to do the right thing. 
Regards,
[redacted]

I'm not sure who Tracy is but she wasn’t even there or I didn’t talk to her the day of the incident. The police was called because they (Eric) and (Maria) were clearly not listening to the real issue and they got mad when I said, "Obviously you all can’t do anything for me so I have to go above you. Who is over you all?” Eric jumped to defense as he did the moment he sat down and wanted to know why I wanted to go over them and that it was nothing they could do. I stated well, I know it’s someone over you and he tried to tell me I didn’t need to talk to anyone so yes, I got upset I continuously told them I did not want to talk to them and I wanted to talk to there boss and I wanted the number to their boss and he gave me the number to the collections agency and to the cancellation services. So did I get mad? Yes  did. The police was called because I said I was not leaving until I got the number to their supervisors. When the police arrived I was standing at the front desk. No one was touched no one was hurt, they just wanted me gone because they didn’t have an answer to give me and they were dead wrong. The manager asked me to step into her office, No yelling and no screaming. I asked, can I shut the door because I am upset and I don't want anyone to hear about this horrible service. She replied, "No but you can sit down!” I said, "Excuse me, thanks for the offer but no I’ll rather stand” and she said "Well, I'm not talking to you!” I said that's fine because there’s someone over you too and she said, "I'm the boss” I laughed and I said know your not. She then told me to leave again," I said no, I want the number to the man who runs the place and she said I’m going to call the police. I said, “Call them I haven't committed any crime, your mad because I want to talk to the head person of the company. She sat there at her desk and called the police and acted as if she was being toured. I walked away and WAITED for the police. When he got there we had a civilized conversation Eric said, "You have a problem, handle it with the Revdex.com” and I said, “I sure will” and walked out!. I was not thrown out no nothing. So please, don’t act as if it was an uproar because it wasn’t. Ya’ll were wrong so own it.

The member was called on September 19th and advised that the cancellation was processed and the balance was cleared with the proof of move.  I believe this complaint was made prior to the call, we just received the complaint today.

Revdex.com:
I have reviewed the offer 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 was not using inappropriate language with these people, my voice was stern but in was not yelling nor was I asked to stop screaming because they had no reason to. My card is the card being charged on the account. 
My account has not been refunded, I talked with my bank! They said if someone tried to take money and funds were not available, the funds would come out and a fee would be applies by the bank. The bank also states that it would have not been declined. That it has no recorded of any attempt on the account the say in question. I do not feel that this company lying as they are is okay. It is slander and a means for a law suite. I would like for the manager to call and apologize for her slender to my name along with a confirmation of the refund.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

We received a notice of complaint dated February 20, 2015.Mr [redacted] did send an email request to cancel his account, but did not make any mention of cancelling his wife's account. His account was canceled in accordance with our policies.| reached out to Mr [redacted] yesterday. Upon further...

review of his account, I learned that the member had two accounts with us, one for his personal membership and one for his wife.I have canceled her account effective immediately and have refunded her February dues payment as a Courtesy to the member. An email confirmation has been sent to him notifying him of the refund.Please contact me if you have any questions or require any additional information. I can be reached at [redacted]Regards,Michaela C[redacted]Administrator

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.
When I spoke with the Manager [redacted] whom is no longer with Golds Gym about my original Problem with them when they opened a Personal trainer account under my husband's name and mine when it was alway just myself signing up for a personal trainer and both of us signing up for a membership. after a year of dealing with it they finally reversed it which just was resolved in august. At that time while speaking with [redacted] he advised me he would renew my membership with my trainer for 80 dlrs a month I declined and advised him we would be cancelling everything instead and taking our business elsewhere he said ok not a problem he understands we advised him we appreciate his effort on finally getting it all reaolved. He said he would make sure it's all finalized and make sure our membership is cancelled. 
Regards,
[redacted]

Dear Ms. [redacted],We would like to apologize for any inconvenience you may have experienced. The details of your complaint have been forwarded to our Area Manager. Please respond to this message so we are able to offer you a follow up response and hopefully reach a...

resolution.Sincerely,Gold's Gym Fitness Alliance, LLC

I received a message or 5/14/15 that [redacted] would like to cancel [redacted]'s account. I called her that day and left a message stating she needed to sign the cancellation form. She came in 6/23/16 and signed the form prepared by Eric with the last bill date 7/5/16 written on the form. I received a message...

that she called 7/6/16 and I returned her call that day. She was upset that she was billed 7/5/16 and demanded a refund. I explained the cancellation policy and told her | could not issue a refund but I could switch the membership into her name since her son was not using it, She refused and demanded I deduct $20 from Eric's check and she would be here that day to pick it up. That is when I said “Ain’t gonna happen". As for [redacted] coming here “week after week" my phone number and my personal email are on our website and my business cards.Thank you,Wes K[redacted]Gold's Gym Charles Town

I arrived at Gold's Gym on Jefferson Davis Highway at 4:35 a.m. only to find that it has not opened on time for the third day in a row. With renewed vigor for working out--having spent the last few months losing weight by changing my eating habits--I decided to recommit to working out. My impetus for signing the contract with Gold's Gym was based on being able to get in and out of the gym early enough to make it to work on time during the week, and early enough to jump start my days on the weekend. Taking drives over to the facility only to find it closed when, upon signing my contract, I understood it would be open, is unacceptable. I want to cancel my membership with 100% reimbursement of all funds collected from me by Gold's Gym. This is truly an unacceptable way to run a business.

Hi thereThis situation is being looked into by a higher authority and will be in touch with the individual ASAP.Thank you

Mr [redacted] has a written submitted cancellation form in our system dated 8/15/16.  30 days from that date will be the end of his membership.  Drafts will continue until this date is fulfilled.

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 of their agreement if they can provide proof of move, military obligation, or permanent disability. You have...

not been charged for tanning since it was removed from our facility, so you haven't been paying for any services that aren't being rendered to you. We are unfortunately unable to grant your request to cancel your account due to this reason. As of now, your account has been set to cancel at the end of your 1 year term and you will need to finish out the remainder of your agreement.Sincerely,Gold's Gym Fitness Alliance, LLC

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.
I do not accept the response from Golds Gym. Attached is a letter Golds Gym requested from the bank indicating that the account was changed for security reasons.   
 
I am requesting a refund of fees charged, $100, from Golds Gym. 
Regards,
[redacted]

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 have been a long time member at this location and pay my fee on time. Recently due to some unfortunate situation I made a request to freeze my account and followed all the procedures that the manager at this location asked me to do, but there was not response to my action and they kept charging my account , since I made the freeze request I have been charged at least twice, they don't don't keep proper documentation and does not seem to take customer queries or requests seriously, I called two times about my CC being charged twice even though I followed the policy as stated by manager and acknowledged the emails they sent but they never call and when I call they say they will call me the day after but never call and I again called and still the same response. This looks like a scam to me charging me despite I am eligible for freeze account situation.

I cannot find you in our system at all.  I tried calling you to remedy the situation and left a voicemail and never heard back from you.  I need your agreement number or bar-code number to help you out.  Also, it would help if you follow our cancellation policy and provide...

written cancellation notice to the gym.  This can be done via email or regular mail.  To avoid this in the future.

Revdex.com:
I have reviewed the offer 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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]!
 
Thank you for allowing me to follow up on Gold's Gym's message. They state that they did send payment in February 2012. That was at least five months after I had cancelled my membership, and the contract ([redacted]) clearly states that I was "entitled to a refund within thirty days of all monies paid." 
 
I am glad that they are willing to honor the refund, but I will not pay the stop check fee as they suggest since they were responsible for sending the money within thirty days (which would have been 9 October 2011, when I still lived at the address they had on file). I moved in January 2012 to my current address, where they can send the full refund:
 
[redacted] 
Thank you again for your help with this matter!
 
Best,[redacted]

Thank you for the email.  We have processed a $4.01 refund per this members request. We have also credited one month’s dues (7/30/2017).  Member originally came in on 9/30/2017 to join and didn’t have the funds to pay the amount in full.  So he joined under month to month...

agreement. Member came back on 10/04/2017 and paid $205.84 for upcoming dues to attempt to pay the balance off in full.  Unfortunately a small balance of $4.01 was left outstanding and member was billed.  Again, we refunded it and offered him one month free on his membership.

Initial Business Response /* (1000, 5, 2015/04/03) */
Contact Name and Title: [redacted] Owner
Contact Phone: [redacted]
Contact Email: [redacted]
Thank You for allowing us to perform the initial inspection on your 1999 Mercury Villager after you had taken it to...

four other repair facilities that were not able to work on it (this is according to the information you had given us). After our staff had performed the initial test and inspection of your concerns, estimates were created for replacing the failed spark plugs, ignition wires, leaking intake manifold gaskets, mass air flow sensor and further test/inspection would be needed for knock sensor codes. You had chosen to only replace the failed intake gaskets, knowing that this would not repair any of the other performance issues, upon replacing the intake gasket we were able to identify the knock sensor was broken and that this would save you money by replacing it while the intake was already removed for service (knock sensor is located under the intake manifold) no other test/inspection was done on the system or was authorized by you, although you did authorize the sensor replacement, still not any of the other items that your vehicle still needed to allow it to perform correctly. Upon finishing the repair work you authorized, we did not drive your vehicle more than a few blocks as not to cause any further damage due to the poor running condition of the other failed components. When you took delivery of your 1999 Mercury Villager, you were well aware of the performance issues that it still had and agreed that it still performed poorly and needed further component replacement and possible further test/inspection that may still need to be performed, as these items were documented on the final invoice. [redacted] called us after driving the vehicle and stated that it was running poorly still and that it had slowly lost power and would not pull itself anymore, our staff sent out our tow service to retrieve your vehicle, after arrival late that evening we were able to perform inspection of your concern, this inspection revealed that the catalytic converter was overheating (due to poor performing engine) and the converter was restricting the exhaust flow causing the low power. After the converter cooled it would allow the exhaust to flow again. Estimates were given for the replacement of the converter and other needed components to get the engine back up to properly performing so that further testing can be done to verify any other issues, you made the choice not to have us perform any of the needed repairs, the charge to you was for the towing service to retrieve your vehicle for an issue that was different from what our warranty covers, the test/inspection fees for determining what had failed were waived as no charge to you. We here at Complete Automotive are very glad to hear that you were able to go ahead and replace some of the needed items for your vehicle and get up to some level of acceptable performance. Once again Thank You for allowing us to perform only partial amount of the services needed for your 1999 Mercury Villager Van.
Initial Consumer Rebuttal /* (3000, 7, 2015/04/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The engine wires and spark plugs were not bad and didn't need to be replaced. They had been replaced prior to bringing in the vehicle. The van had been in one shop prior to complete automotive and they were only not able to work on it becuase they were unable to get a diagnostic read. The knock sensor that we were told was replaced was still throwing a code when we took it to another shop after complete automotive. Also the catalytic converter was never the issue. There is nothing wrong with the cataylitic converter. We finally had the problem diagnosed which was the distributor. The van now runs like new with out having the further recommended plugs and wires (which were previously replaced before we took it to complete automotive) nor the catalytic converter. Had we went along with the recommendations we would have been in another $[redacted] + and the van still would not have run correctly because they didn't need to be replaced. Instead of have $[redacted] of pointless repairs we would have had $[redacted] of pointless repairs and a van that didn't run. Besides the fact that they were unable to get our van running it was worse when we left then when we brought it in. We drove it in from Pleasant Hope, it ran rough but was drivable. It was not drivable when we picked it up. When discussing the options for repair my husband only asked that we do what needs to be done to get it running reliable again. At that point the mechanic indicated the items that needed to be done and what could wait. I am not asking for a full refund and I understand that the parts used need to paid for. However I think it is fair to ask the labor be refunded when nothing that was done to it or was recommended fixed the issue nor was the issue.
Final Business Response /* (4000, 9, 2015/04/08) */
HI
The original response covers all the issues.
The supporting documents acknowledges the customers authorization and understanding of partial repairs and that further testing and repairs would still need to be performed.
Final Consumer Response /* (4200, 11, 2015/04/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Obviously this business has no intention of aknowledging any sort of issue or attempting at making it right. I can provide documents that proves the "further testing and repairs" were not an issue. Testing was done on the catayltic converter that shows there was nothing wrong with it. To continue to hide behind the fact that "further testing and repairs" were needed is cowardly. The vehicle was fixed with the distributor and none of their recommended "further test and repairs" were needed. True character has been shown in this case. Bottom line the van was worse after they made and attempt at fixing it. Regardless of anything else no one should fear that they take a van/car to a shop and have it undrivable when it is returned.

Per member's agreement there is a 30 day notice to stop any billing on the account.  At that time the addition any pre paid months will be applies to the membership in time, but not in lieu of billing.  (This year we did adjust our policy that the member must only provide a 5 day notice to...

stop payment.) As [redacted] stated sent in cancelation letter at the beginning on April.  [redacted]s bill date is the 2nd of the month.  Being that this was not 30 days (nor 5 days) prior to the bill date [redacted] did receive his 4/2 charge which would mean his membership would be goof through 6/1 after the application of the 30 days pre paid dues.  [redacted]s payment did not go through on 4/2 and so [redacted] incurred a service fee at the time of the decline.  Our late fees are assessed 10 days after the decline, however services fees are immediate.  The late fee was assessed on 4/13 as per the agreement when the fee had not been paid. As a courtesy, however, we have waived the 4/2 dues and service fee as well as the 4/13 late fee from the members account and the account was set to cancel as of 5/1 as member requested.  All monies, fees and dates have been adjusted per the member's request.