On March ***, around 4:45pm my wife went to Gold's Gym(Humble) and spoke with ***(General Manager) again to make a second attempt at getting this issued resolvedShe informed *** that we called the corporate office and that they told us they do not handle issues with franchise gyms
***'* reply to her was that he called a different corporate office that handle issues for franchise gymsMy wife asked him for the name and the number of the person he spoke with at corporate and he refused to give her that informationThis is the second time we have asked him who he spoke with at corporate and he has refused to give us that information both timesMy wife also informed *** that we learned that personal trainers cannot cancel contracts although *** the personal trainer we were dealing with assured us he could cancel the contract because this type of situations happen all the time*** did acknowledged that trainers cannot cancel contracts but still refuses to take any responsibilityMy wife also informed *** the *** told us he was a personal training manager and we have learned that in fact *** is not a managerShe also informed *** that I called Paramount which is the company that handles the EFT payments for personal training contracts for Gold's GymThey informed me that if a certified letter was sent to them from Gold's Gym that they could stop the draftsHe told her she was incorrect although we got this information directly from a Paramount agentAt the end of their conversation he still refuses to cancel the contract or take any responsibility even though *** and *** previously admitted to their mistake and informed us that they could and would be canceling the contract
Gold's Gym has a cancellation policy/procedure that is clearly stated in the gym agreement When a member comes into the gym to cancel it is notated in their account and a cancellation request form is filled out by the member This is a part carbon copy form so the member leaves with
their completed information The club has no record of Mr*** attempt to cancel; no account notes and no copy of the cancellation form Mr*** was asked to bring in his copy so Gold's could assist him in the cancellation process Mr*** has not provided the documentation that is requiredThank you
Good morning,
After reviewing this member's complaint, his account has been cancelled and refunded per the Day Money Back Guarantee as of 2/12/The amount was refunded back to the card on file, and he should receive this refund within 5-business
days.
Thank you,
Sent: Thursday, February 18, 9:AMSubject: Complaint ID: *** Good morning,
After reviewing this member's account, *** *** contacted *** *** and was offered a rate at 50% of her original monthly amount of $Her monthly dues are now $16.75. Thank you, -- Ashley S*** Club Specialist Gold's Gym Houston (Corporate) *** ** ***
My sincere apologies to Mr*** *** Financial began handling all of Gold's Gym Houston's cancellations May 15, At that time we stopped using the cancellation form I referenced in the first response and began directing members to *** for all cancellations So he would not have a copy but would have instructions to contact Abc I do apologize for not recognizing the time frame in my first response
*** was not contacted until October The account has been cancelled but is not eligible for a refund Gold's Gym did waive late fees and service fees times during the lifetime of the membership totaling $Thank you!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
Sent: Monday, February 22, 8:AMSubject: Re: You have a New Message from Revdex.com Regarding Complaint #***
Good morning
My issue with Gold's Gym is not resolved yetI am being harassed by collection agency and I have hired a lawyerThanks
*** ***
*** *** ** ***
*** *** *** *** ***
*** ***
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint I spoke with *** at the Gym in Magnolia on Thursday Nov I asked to fill out the two part carbon form She informed me that this form did not exist She stated my option was to let her follow up with her manager who was not available that the time or I could call ABC financial
I have called ABC financial multiple times and was on hold for over an hour waiting to speak with someone I finally spoke with *** (employee ID ***) She also told me she could not give me anything in writting that I requested to cancel She stated she would follow up and call me back with in days I spoke with her on Oct It has been well over days and I have not response from anyone This is the same thing that happened months ago and I continued to be charged
I would be happy to produce a document but the problem is noone at ABC or Golds Gym will provide documentationRegards,*** ***
Gold's Gym apologizes for the initial experience Mr*** had at Conroe and for the feeling that he was misled Gold's Gym Houston does not have racquetball courts at any of our locations but we do have basketball at our location, perhaps that could have been
part of the confusion To provide fairness to all members, Gold's Gym does adhere to strict requirements for the Day Money Back Guarantee Gold's does not deviate from these requirements explained in writing on the Day Money Back Guarantee form Gold's Gym, without exception, goes by the written agreement that is signed by both parties Gold's Gym does strive to provide excellent customer service and would like the opportunity to get Mr*** the assistance and guidance he needs to be successful on his path to a fit lifestyle Mr*** success is important and Gold's Gym strives to continue to be Mr*** partner in fitness by guiding him to reach his fitness goals.
Thank you
Sent: Thursday, February 18, 9:AMSubject: Complaint ID: *** Good morning, This member's
account has been cancelled and removed from collectionsThank you for serving our country Thank you, -- Ashley S*** Club Specialist Gold's Gym Houston (Corporate) *** ** ***
Gold's Gym had no intentions of being disrespectfulThe proof that is attached is satisfactory to remove the account from collections and cancel *** *** *** has been contacted to remove the debt with their officeThe account has successfully been cancelled with no further dueGold's Gym does apologize for any inconvenience this may have caused you and wish you nothing but strength and wellness in the future.
Thank you,
This message is in regard to your complaint submitted on 2/**/10:25:AM against Gold's Gym-Houston- *** *** ***Your complaint was assigned ID ***
Some time ago you filed a complaint on the above mentioned companyThe last we heard from you the issue was not resolvedCould you please provide us with an update? In order to keep our records as accurate as possible please fill out this form and return it as soon as possible
Are the issues resolved? NO
If no, what issues remain outstanding? I put all hurt aside and took the advice of ***, a manager at another location, whom said to speak with *** at golds(The turnover there is so much that I guess he is the new training manager)So I walked into the gym once again, even though I didnt want to step foot in there with how I was treated from before, but I had hoped to reach some kind of just conclusion, which did not happenI briefed *** on what happened or lack thereof but all he said, over and over was "Im sorry, uh huh, im sorry, I understand, but there is nothing we can doI said no you dont understandIf you understood you would know, especialy with being in a "training" position that people join and sign up for these programs for results and to achieve changeThey did offer me training but tell me how in the world I come out with any reults from this? I dontNot in the leastI didnt pay for a package to get no results, lose a trainer, have my feelings hurts, get nothing that I signed up for, et lied to and waste my money on what I thought would be a good thingThis has been nothing but a nightmare and I completley got the short end of the stickThey need to disolve the remainder of the contract so that it doesnt end up reflecting as negative towards meIve done everything I know to do at this point and feel I have exhausted all avenues to make this work but they are simply missing the pointThis has been off since the begining, I brought it to their attention then and still nothing was doneI got nothing that was listed on their sign up program, and at this point using a remaining single session will absolutely not produce any resultsThe reason I joined in the first placeIve been in tears over this and am tired of dealing with itThey dont want to own up to whats right so I do not want to work with dishonest people that truly dont careWhen I went it this last time to make a final attempt to resolve this ***, the gm, didnt even know my nameHe kept calling me *** That says enough right thereThey either need to refund me or cancel the contract or both preferrablyYou dont pay for something and get nothing
Did you ever file your case through the court system? NO
Signature: SS Date: 04/**/
[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 ***, and find that this resolution would be satisfactory to me
The company did not helpI contacted *** *** to cancel my membership and they offered me this optionGolds Gym had nothing to do with it although they are taking the credit
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** 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 understand that they stick to the business agreement and it was a mistake on my part to have not read the full contract but at the same time they cannot have their employe make falls promises and services that they cannot provideThey main reason for me to have joined Gold's Gym is that they said they had a Racquetball CourtIt was purely because of this reason that we decided to join the gymI was willing to accept the carelessness on my end for the day money back program (which was actually their fault) but the lack of service which they promised is not acceptableAt this point, I would like them to deduct the monthly membership for the past months and reimburse the remainingIt's been extremely discouraging for me to go to Gold's gym because of the treatment that I have received from themThey need to honor their verbal agreement as well if they are going by the contractThey should not be allowed to do business if they feel that they can lie to the customers day in and out and then fool them into joining their facilityBusiness ethics is something that they need to follow.
Regards,
*** ***
Sent: Thursday, February 18, 9:AMSubject: Complaint ID: *** Good morning,
After reviewing this member's account, *** *** didn't qualify for the Day Money Back Guarantee cancellationShe was required to take advantage of the $buyout option in order to terminate her agreement. Gold's Gym does apologize on behalf of the trainer not being available for ***The club did offer to get this member set up with another trainer at that time to accommodate her needsUnfortunately, *** didn't qualify for a refund on the training sessionsThe Personal Training agreement states sessions are non-refundableAll members have business days to read over the terms and conditions of the agreement and cancel to receive a refund if they do not wish to continue with the servicesSince the training package was a 10-pack and not a financed package, it's not eligible to be cancelledWe do apologize for any inconvenience this has caused the memberAccording to *** ***, this member did take advantage of the buyout option and her account has been cancelled as of 1/8/ Attached are the gym membership and Personal Training agreements, as well as notes taken by the club and *** for review. Thank you, -- Ashley S*** Club Specialist Gold's Gym Houston (Corporate) *** ** ***
[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 *** and find that this resolution would be satisfactory to me
Thank you very muchI am very happy with the results*** ***
Sent: Friday, January 29, 2:PMSubject: Complaint ID: *** Good afternoon,
After reviewing this member's account and complaint, she is responsible for the agreement that was signedThe Day Money Back Guarantee is the program the member is referring to in order to cancel and receive a refund after completing the program's guidelinesThe member must following certain guidelines in order to qualifyAn email was sent to the email address on file with a copy of the agreement, on 5/6/15. The member did not qualify for a refund at the time of her request, which was 5/28/15, and did not qualify for the Day Money Back Guarantee because the guidelines were not completed during the days of her enrollment date. She will have to contact *** *** *** in order to pay off the past due balance and then contact Gold's Gym to cancel her account once the delinquent balance is resolved Thank you,
Ashley *** Club Specialist Gold's Gym Houston (Corporate) FM Magnolia, TX Phone: 281-259-Fax: 281-500-
We appreciate *** *** attempt to speak with the staff at the Bear Creek location, however, the staff members do not have the ability to cancel an agreement or refund any amount that has been paidGold's Gym is willing to allow *** *** to finish the remaining session once paid for; however, services were used that were not paid forThe (minute) sessions *** *** purchased for $were what she agreed to per the written, legal agreement between her and Gold's GymGold's Gym has provided all services mentioned on the original signed agreement which has been provided for reviewThe written agreement that was signed does not "list" the expectations *** *** has mentionedIf, in fact, a personal trainer made verbal promises, Gold's Gym is not responsible for honoring the promises of a former employeeHowever, Gold's Gym does strive to provide excellent customer service and would like the opportunity to rectify the situation by offering a complimentary hour assessment (the equivalent of two minute personal training sessions) in addition to the remaining session *** *** will be granted once the account is currentGold's Gym is bound by the same agreement *** *** is bound by and willing to fulfill the commitment within the legal documentation and willing to go above and beyond by offering additional services to get *** *** on the right track to achieving her fitness goalsGold's Gym is about results and would like the opportunity to get *** *** the assistance and guidance she needs to be successful on her path to a fit lifestyle*** *** success is important and Gold's Gym strives to continue to be *** ***'s partner in fitness by guiding her to reaching her fitness goals
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaintAs the gym stated they attempt to send an email on 3/7/and it was returnEmails are return immediately so why did it take days later to resendAnd because no one called or spoke with me to verify the email or state that it need to be corrected lets me know they had the correct email the entire timeIf your payment dont go through they will call you immediately, why dont they use this same protocal when clients has enrolled and charged for new products and servicesAnother error is that I didnt join 3/7/I enrolled months before 3/7/Another error is I didnt use sessions, however I was charged for sessionsIts sad to see that this gym cares less about not just the clients but also the trainersThats why the trainer that sign me up and the one who trained me no longer works for this gymIts unfortunate this gym lacks quality, empaty, fairness and professionalismI have yet been called, not regarding this issue, about my knee I hurt while training (which I'm sure was ddocumented but thank God for witnesses) or about apologizing for not being treated fairly in regards to the truth about signing up with training sessionsI am very displeased and not satisfied and will be speaking with other professionals to help me resolve this matter, no only for me but for everyone else who has became a victim to this gym untrustworthinessThank You! The hour policy is not to protect the trainer but more so a marketing strategy put in place to hold clients accountable for everything even they are not at faultI have been notified been notified by my trainer by text minutes after my session was suppose to start while standing around waitingSo again Golds Gym what is is place to protect your clients? NothingI understand that unpredictable things takes place in life and prevent us from being as prompt as we would likeAgain like I stated in person and now reporting, I cacancelled sessions due to serving our community as a Investigator with *** *** ** *** and this career is unpredictable in which cause me to sometimes get off at 1am in the morningThis gym has the ability to help its clients and as I was told its according to their discretion
Sent: Friday, January 08, 2:PMSubject: Complaint ID: *** Good afternoon, After reviewing this member's
complaint and agreement with Gold's Gym, there were no signatures on fileHer account has been removed from collections with *** *** *** and the gym membership has been cancelled. Thank you, Ashley S*** Club Specialist Gold's Gym Houston (Corporate) *** ** *** *** ** *** *** *** *** ***
Mr***
I apologize for your negative keytag experience at the gym It is a policy that is being enforced more strictly now in an effort to provide better service to our members Requiring keytags ensures that the member is scanned in properly and any alerts or notices
can be addressed with the member at that time and scanning in is a much faster form of checking in than entering names and we want to limit the wait time at the front desk These explanations may not make you feel better about the service you received that day but Gold's Gym is striving for better customer service and we appreciate your feedback This helps us reveiw our efforts and discuss ways to get the same result without creating a bad experience for any members This will be addressed at our next meeting and again we appreciate your time in letting us know your thoughtsIn Health,
Gold's Gym
On March ***, around 4:45pm my wife went to Gold's Gym(Humble) and spoke with ***(General Manager) again to make a second attempt at getting this issued resolvedShe informed *** that we called the corporate office and that they told us they do not handle issues with franchise gyms
***'* reply to her was that he called a different corporate office that handle issues for franchise gymsMy wife asked him for the name and the number of the person he spoke with at corporate and he refused to give her that informationThis is the second time we have asked him who he spoke with at corporate and he has refused to give us that information both timesMy wife also informed *** that we learned that personal trainers cannot cancel contracts although *** the personal trainer we were dealing with assured us he could cancel the contract because this type of situations happen all the time*** did acknowledged that trainers cannot cancel contracts but still refuses to take any responsibilityMy wife also informed *** the *** told us he was a personal training manager and we have learned that in fact *** is not a managerShe also informed *** that I called Paramount which is the company that handles the EFT payments for personal training contracts for Gold's GymThey informed me that if a certified letter was sent to them from Gold's Gym that they could stop the draftsHe told her she was incorrect although we got this information directly from a Paramount agentAt the end of their conversation he still refuses to cancel the contract or take any responsibility even though *** and *** previously admitted to their mistake and informed us that they could and would be canceling the contract
Gold's Gym has a cancellation policy/procedure that is clearly stated in the gym agreement When a member comes into the gym to cancel it is notated in their account and a cancellation request form is filled out by the member This is a part carbon copy form so the member leaves with
their completed information The club has no record of Mr*** attempt to cancel; no account notes and no copy of the cancellation form Mr*** was asked to bring in his copy so Gold's could assist him in the cancellation process Mr*** has not provided the documentation that is requiredThank you
Good morning,
After reviewing this member's complaint, his account has been cancelled and refunded per the Day Money Back Guarantee as of 2/12/The amount was refunded back to the card on file, and he should receive this refund within 5-business
days.
Thank you,
Sent: Thursday, February 18, 9:AMSubject: Complaint ID: *** Good morning,
After reviewing this member's account, *** *** contacted *** *** and was offered a rate at 50% of her original monthly amount of $Her monthly dues are now $16.75. Thank you, -- Ashley S*** Club Specialist Gold's Gym Houston (Corporate) *** ** ***
My sincere apologies to Mr*** *** Financial began handling all of Gold's Gym Houston's cancellations May 15, At that time we stopped using the cancellation form I referenced in the first response and began directing members to *** for all cancellations So he would not have a copy but would have instructions to contact Abc I do apologize for not recognizing the time frame in my first response
*** was not contacted until October The account has been cancelled but is not eligible for a refund Gold's Gym did waive late fees and service fees times during the lifetime of the membership totaling $Thank you!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
Sent: Monday, February 22, 8:AMSubject: Re: You have a New Message from Revdex.com Regarding Complaint #***
Good morning
My issue with Gold's Gym is not resolved yetI am being harassed by collection agency and I have hired a lawyerThanks
*** ***
*** *** ** ***
*** *** *** *** ***
*** ***
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint I spoke with *** at the Gym in Magnolia on Thursday Nov I asked to fill out the two part carbon form She informed me that this form did not exist She stated my option was to let her follow up with her manager who was not available that the time or I could call ABC financial
I have called ABC financial multiple times and was on hold for over an hour waiting to speak with someone I finally spoke with *** (employee ID ***) She also told me she could not give me anything in writting that I requested to cancel She stated she would follow up and call me back with in days I spoke with her on Oct It has been well over days and I have not response from anyone This is the same thing that happened months ago and I continued to be charged
I would be happy to produce a document but the problem is noone at ABC or Golds Gym will provide documentationRegards,*** ***
Gold's Gym apologizes for the initial experience Mr*** had at Conroe and for the feeling that he was misled Gold's Gym Houston does not have racquetball courts at any of our locations but we do have basketball at our location, perhaps that could have been
part of the confusion To provide fairness to all members, Gold's Gym does adhere to strict requirements for the Day Money Back Guarantee Gold's does not deviate from these requirements explained in writing on the Day Money Back Guarantee form Gold's Gym, without exception, goes by the written agreement that is signed by both parties Gold's Gym does strive to provide excellent customer service and would like the opportunity to get Mr*** the assistance and guidance he needs to be successful on his path to a fit lifestyle Mr*** success is important and Gold's Gym strives to continue to be Mr*** partner in fitness by guiding him to reach his fitness goals.
Thank you
Sent: Thursday, February 18, 9:AMSubject: Complaint ID: *** Good morning, This member's
account has been cancelled and removed from collectionsThank you for serving our country Thank you, -- Ashley S*** Club Specialist Gold's Gym Houston (Corporate) *** ** ***
Gold's Gym had no intentions of being disrespectfulThe proof that is attached is satisfactory to remove the account from collections and cancel *** *** *** has been contacted to remove the debt with their officeThe account has successfully been cancelled with no further dueGold's Gym does apologize for any inconvenience this may have caused you and wish you nothing but strength and wellness in the future.
Thank you,
This message is in regard to your complaint submitted on 2/**/10:25:AM against Gold's Gym-Houston- *** *** ***Your complaint was assigned ID ***
Some time ago you filed a complaint on the above mentioned companyThe last we heard from you the issue was not resolvedCould you please provide us with an update? In order to keep our records as accurate as possible please fill out this form and return it as soon as possible
Are the issues resolved? NO
If no, what issues remain outstanding? I put all hurt aside and took the advice of ***, a manager at another location, whom said to speak with *** at golds(The turnover there is so much that I guess he is the new training manager)So I walked into the gym once again, even though I didnt want to step foot in there with how I was treated from before, but I had hoped to reach some kind of just conclusion, which did not happenI briefed *** on what happened or lack thereof but all he said, over and over was "Im sorry, uh huh, im sorry, I understand, but there is nothing we can doI said no you dont understandIf you understood you would know, especialy with being in a "training" position that people join and sign up for these programs for results and to achieve changeThey did offer me training but tell me how in the world I come out with any reults from this? I dontNot in the leastI didnt pay for a package to get no results, lose a trainer, have my feelings hurts, get nothing that I signed up for, et lied to and waste my money on what I thought would be a good thingThis has been nothing but a nightmare and I completley got the short end of the stickThey need to disolve the remainder of the contract so that it doesnt end up reflecting as negative towards meIve done everything I know to do at this point and feel I have exhausted all avenues to make this work but they are simply missing the pointThis has been off since the begining, I brought it to their attention then and still nothing was doneI got nothing that was listed on their sign up program, and at this point using a remaining single session will absolutely not produce any resultsThe reason I joined in the first placeIve been in tears over this and am tired of dealing with itThey dont want to own up to whats right so I do not want to work with dishonest people that truly dont careWhen I went it this last time to make a final attempt to resolve this ***, the gm, didnt even know my nameHe kept calling me *** That says enough right thereThey either need to refund me or cancel the contract or both preferrablyYou dont pay for something and get nothing
Did you ever file your case through the court system? NO
Signature: SS Date: 04/**/
[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 ***, and find that this resolution would be satisfactory to me
The company did not helpI contacted *** *** to cancel my membership and they offered me this optionGolds Gym had nothing to do with it although they are taking the credit
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** 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 understand that they stick to the business agreement and it was a mistake on my part to have not read the full contract but at the same time they cannot have their employe make falls promises and services that they cannot provideThey main reason for me to have joined Gold's Gym is that they said they had a Racquetball CourtIt was purely because of this reason that we decided to join the gymI was willing to accept the carelessness on my end for the day money back program (which was actually their fault) but the lack of service which they promised is not acceptableAt this point, I would like them to deduct the monthly membership for the past months and reimburse the remainingIt's been extremely discouraging for me to go to Gold's gym because of the treatment that I have received from themThey need to honor their verbal agreement as well if they are going by the contractThey should not be allowed to do business if they feel that they can lie to the customers day in and out and then fool them into joining their facilityBusiness ethics is something that they need to follow.
Regards,
*** ***
Sent: Thursday, February 18, 9:AMSubject: Complaint ID: *** Good morning,
After reviewing this member's account, *** *** didn't qualify for the Day Money Back Guarantee cancellationShe was required to take advantage of the $buyout option in order to terminate her agreement. Gold's Gym does apologize on behalf of the trainer not being available for ***The club did offer to get this member set up with another trainer at that time to accommodate her needsUnfortunately, *** didn't qualify for a refund on the training sessionsThe Personal Training agreement states sessions are non-refundableAll members have business days to read over the terms and conditions of the agreement and cancel to receive a refund if they do not wish to continue with the servicesSince the training package was a 10-pack and not a financed package, it's not eligible to be cancelledWe do apologize for any inconvenience this has caused the memberAccording to *** ***, this member did take advantage of the buyout option and her account has been cancelled as of 1/8/ Attached are the gym membership and Personal Training agreements, as well as notes taken by the club and *** for review. Thank you, -- Ashley S*** Club Specialist Gold's Gym Houston (Corporate) *** ** ***
[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 *** and find that this resolution would be satisfactory to me
Thank you very muchI am very happy with the results*** ***
Sent: Friday, January 29, 2:PMSubject: Complaint ID: *** Good afternoon,
After reviewing this member's account and complaint, she is responsible for the agreement that was signedThe Day Money Back Guarantee is the program the member is referring to in order to cancel and receive a refund after completing the program's guidelinesThe member must following certain guidelines in order to qualifyAn email was sent to the email address on file with a copy of the agreement, on 5/6/15. The member did not qualify for a refund at the time of her request, which was 5/28/15, and did not qualify for the Day Money Back Guarantee because the guidelines were not completed during the days of her enrollment date. She will have to contact *** *** *** in order to pay off the past due balance and then contact Gold's Gym to cancel her account once the delinquent balance is resolved Thank you,
Ashley *** Club Specialist Gold's Gym Houston (Corporate) FM Magnolia, TX Phone: 281-259-Fax: 281-500-
We appreciate *** *** attempt to speak with the staff at the Bear Creek location, however, the staff members do not have the ability to cancel an agreement or refund any amount that has been paidGold's Gym is willing to allow *** *** to finish the remaining session once paid for; however, services were used that were not paid forThe (minute) sessions *** *** purchased for $were what she agreed to per the written, legal agreement between her and Gold's GymGold's Gym has provided all services mentioned on the original signed agreement which has been provided for reviewThe written agreement that was signed does not "list" the expectations *** *** has mentionedIf, in fact, a personal trainer made verbal promises, Gold's Gym is not responsible for honoring the promises of a former employeeHowever, Gold's Gym does strive to provide excellent customer service and would like the opportunity to rectify the situation by offering a complimentary hour assessment (the equivalent of two minute personal training sessions) in addition to the remaining session *** *** will be granted once the account is currentGold's Gym is bound by the same agreement *** *** is bound by and willing to fulfill the commitment within the legal documentation and willing to go above and beyond by offering additional services to get *** *** on the right track to achieving her fitness goalsGold's Gym is about results and would like the opportunity to get *** *** the assistance and guidance she needs to be successful on her path to a fit lifestyle*** *** success is important and Gold's Gym strives to continue to be *** ***'s partner in fitness by guiding her to reaching her fitness goals
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaintAs the gym stated they attempt to send an email on 3/7/and it was returnEmails are return immediately so why did it take days later to resendAnd because no one called or spoke with me to verify the email or state that it need to be corrected lets me know they had the correct email the entire timeIf your payment dont go through they will call you immediately, why dont they use this same protocal when clients has enrolled and charged for new products and servicesAnother error is that I didnt join 3/7/I enrolled months before 3/7/Another error is I didnt use sessions, however I was charged for sessionsIts sad to see that this gym cares less about not just the clients but also the trainersThats why the trainer that sign me up and the one who trained me no longer works for this gymIts unfortunate this gym lacks quality, empaty, fairness and professionalismI have yet been called, not regarding this issue, about my knee I hurt while training (which I'm sure was ddocumented but thank God for witnesses) or about apologizing for not being treated fairly in regards to the truth about signing up with training sessionsI am very displeased and not satisfied and will be speaking with other professionals to help me resolve this matter, no only for me but for everyone else who has became a victim to this gym untrustworthinessThank You! The hour policy is not to protect the trainer but more so a marketing strategy put in place to hold clients accountable for everything even they are not at faultI have been notified been notified by my trainer by text minutes after my session was suppose to start while standing around waitingSo again Golds Gym what is is place to protect your clients? NothingI understand that unpredictable things takes place in life and prevent us from being as prompt as we would likeAgain like I stated in person and now reporting, I cacancelled sessions due to serving our community as a Investigator with *** *** ** *** and this career is unpredictable in which cause me to sometimes get off at 1am in the morningThis gym has the ability to help its clients and as I was told its according to their discretion
Sent: Friday, January 08, 2:PMSubject: Complaint ID: *** Good afternoon, After reviewing this member's
complaint and agreement with Gold's Gym, there were no signatures on fileHer account has been removed from collections with *** *** *** and the gym membership has been cancelled. Thank you, Ashley S*** Club Specialist Gold's Gym Houston (Corporate) *** ** *** *** ** *** *** *** *** ***
Mr***
I apologize for your negative keytag experience at the gym It is a policy that is being enforced more strictly now in an effort to provide better service to our members Requiring keytags ensures that the member is scanned in properly and any alerts or notices
can be addressed with the member at that time and scanning in is a much faster form of checking in than entering names and we want to limit the wait time at the front desk These explanations may not make you feel better about the service you received that day but Gold's Gym is striving for better customer service and we appreciate your feedback This helps us reveiw our efforts and discuss ways to get the same result without creating a bad experience for any members This will be addressed at our next meeting and again we appreciate your time in letting us know your thoughtsIn Health,
Gold's Gym