Gold's Gym

We were able to look into the issue regarding Mr. [redacted]' account.  The billing representative with our billing services company failed to following the SOP for cancelling his membership in the proper process.  That rep has since been terminated.  The issue was exacerbated when the...

charges that we were in the process of refunding were issued a "charge back" and in essence Mr. [redacted] was provided a refund by us and the credit card company on 3 of those charges.  At that point it was considered an open balance and pulled into our automatic collections process.   Due to the problem being caused by one of our employees at the time and all the issues that this has caused Mr. [redacted], we have written off any balance that was due based the errors.Our manager will be reaching out to Mr. [redacted] to explain this in detail and make sure he understands what happened.  There will be no further collection efforts and this will not be reported to any credit agency.We apologize for inconvenience this has caused Mr. [redacted].

I apologize for not getting back to you, as I thought the customer was supposed to let you know it had been resolved. I have made sure that [redacted] account has been cancelled correctly, and there was no impact...

on her credit.

After looking into our system I have seen the account has been cancelled and the appropriate refund has been issued.  Thank you and we apologize for this inconvenience.

Dear Ms. [redacted],
We would like to apologize for any inconvenience you may have experienced. As of today, the expiration date has been removed from your sessions and you will have access to all services paid for. There is no set period of time within which you need to use your sessions and you...

will be able to use them at your leisure.
Sincerely,
Gold's Gym Fitness Alliance, LLC

I stated in my original complaint that I was not looking for any compensation for the previous months of the contract, however that was before it came to my attention on my credit card statement that...

they charged me for the month of October and November. I had put a hold on my credit card through [redacted] back in September while I was disputing this case. However, Gold's Gym refused the block and I was charged a total of $398 for the two months. I have not been in to the gym to use any of their services since mid September and I would like to be refunded the amount paid in October and November, as well as what was currently stated and be released from any further payment. I contacted [redacted] bank and they communicated to me that I would need to go through the merchant in order to be refunded since they refused the temporary block.

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 don't agree with the feedback that came from Gold's Gym it has everything to do with them not protecting my belongings that I was paying for on a monthly basis. They filled a whole their part of the contract. They may have put a sign up but I'm not going to see the sign if I didn't go to the gym they have my number on file they should have called before my lock was cut. They could have called after they cut it but the fact that they didn't show that they didn't care the Gold's Gym that I want to go to just so happens to be closer but their original problem [redacted] the Gold's Gym we're all my stuff was taken fromSee attached document
Regards,
Tameka Smith

[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 as Answered]
 Complaint: [redacted]
I am rejecting this response because:I attempted to cancel my membership on June 7th. I have a recorded phone call conversation of me verifying that I had attempted to cancel my account. Also, as per the contract I am to be billed bi-weekly but have begun getting billed weekly. I deem all of these to be unauthorized charges on my credit card which is considered fraud. The gym has also began to bill me from two different merchant codes to most likely evade detection.
Regards,
[redacted]

Hi, [redacted]-  I sincerely apologize if this was miscommunicated to you.  However, as per your agreement your sessions have expired at this time.   Thank you, Sarah K[redacted]

Complaint: [redacted]
I am rejecting this response because: I received no late letters or phone call from the business. Specifically, the address has not changed since signing up for the account but no letters where sent. I would like to see any documentation of contact that was attempted to be made.  
Regards,
[redacted]

Hello,I believe this is a case of miscommunication. The account did not seem to get cancelled because we do not have a cancellation form on file for him. In order to rectify the account we will cancel the account and waive out any payments owed. There will be no refund to the account since no...

payment has been made since he cancelled.Thank you,[redacted]

Member was in a 1 year agreement. There was no letter received for cancellation, nor was the billing company contacted for cancellation. When the member sent me an angry email I responded that I would process the cancellation. There is a 30 day cancellation required. Documentation showing agreement,...

all notes, check in and payments have been faxed to[redacted] to support any and all payments taken. When the member called again, angry that he was charged during his 30 day notice saying he would contest the charge, I said I would not fight it. As a business who has received the JD POWERS award for 2 years in a row for customer service, we don't fight the angry members on small issues. It isn't worth our good reputation being tarnished. My problem is that I don't trust that he will not also contest this on his credit card, which was what I thought he was doing in the first place.

[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]

This is part of my complaint.The complaint is against Richland WA Gold's Gym. I am no longer in the area for Gold's Gym and forgot to cancel membership for a gym I was not using anymore due to the issues mentioned in complaint, due to more important issues concerning moving my household and...

changing/starting new job.That is complaint in part that I am being punished by Gold's Gym for having a bad memory and believe my counteroffer for settlement is more fair than their hidden costs and excessive penalty to close accounts hidden in their contracts.These were part of the class action suit brought against LA Fitness that I was a part of.  [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.I accept the cancelation of my membership but they did not address the refund of money to my account in regards to the personal trainer after I notified them in December. Also, I have late charges that shouldn't be charged to me. I will provide proof of funds for all late fees from my start day to present. I would like a refund of those amounts as well.
Regards,
[redacted]

Revdex.com spoke with [redacted] from the business. A customer can check in with their name if they do not have their gym card with them so he is not clear about why that would have been taken from the customer but it would not have effected his ability to use the gym. In regards to the cancellation time frame it is clearly laid out in the customer's signed contract.

On this particular day, we had to call the police to intervene because this member couldn't control her voice and cursing.  She openly cursed at our accounts manager and Eric in the main gym drawing attention.  She was asked to step in GM office to resolve issue and she wasn't permitted to...

shut door due to her lack of control and threatening behavior.  Meeting was stopped and police called to remove her from property.  All notes on all interactions from phone calls to in-person meeting documented in her member notes.

PJ J[redacted], Dist. Manager of the Gold's Gym has spoken with Ms. [redacted].  He has issued her a refund and has apologized for the issues that she had. She has decided to continue her membership, he has worked with her to make some changes to her billing schedule. ...

 
Cheryl H[redacted]
Asst. To Owner
859-582-0472

Dear Mr. [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 a 31 day request to cancel to member services, either via email or by telephone. Under no circumstances are cancellations...

accepted at the gym level. This matter must now be negotiated with Swift Funds.
Sincerely,
Gold's Gym Fitness Alliance, LLC

Membership was cancelled and an extra month was incorrectly charged, member is being refunded. This has been resolved and the accounts have been cancelled.

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