Gold's Gym

Revdex.com:
I have reviewed the offer and/or 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
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***

I signed up for a membership in September of At the time I signed up the person who was walking me through the process told me that I would be required to sign a year contractAt that time I asked if there was a cancellation fee and was told noI asked if I could cancel at any time without a penalty and was told yesI then asked why they would make me sign a year commitment if there was no penalty to cancel before and was told, "It's just something they do"My friend who was already a member at the gym was with me that day and even confirmed he was told the same information when he signed upI was also told that if I wanted to add tanning to my membership it would only be 5$ a month, so I went ahead and added itI never really took advantage of the tanning, but wasn't going to remove it in case I wanted to use it every once and awhileAfter the first of the year (2015) I went to the gym to work out and was told by the front desk attendant that tanning was raised from 5$ to 20$I asked them to remove the tanning from my membership at that timeAssuming that people do their jobs I never checked back in about this and figured my membership would be reduced by 5$ from then on outIn May I accepted a job that requires me to be in Virginia the majority of the timeSo I no longer use the gym in Harrisburg, PAAt some point my debit card was shut off due to my pin being stolen and I was given a new oneAt which point I received a letter in the mail from ABC Financial Services that I owed my monthly membership, a processing fee and a late fee (my dues were 31.50$, they were asking for 60$)At this point I tried contacting the GM who initially signed me upHowever, like most gyms and their horrible turnover rates, this gentleman was no longer availableI asked for the name of the new GM and proceeded to send him an email explaining my situationHe asked me for proof that I had moved which I could not provideMy sister lives in Virginia and I still have all my mail and information in PAThe job is temporary and I do not intend to fully move at this timeSo then he proceeded to tell me that I could either have someone take over my membership or I would be forced to buy out my own membershipWhich would mean I would have to pay every month that is left a total of 94$First of all let me back up for a secondWhen I originally signed up I was never given a copy of the contract until AFTER I signed itThe person who signed me up stood there behind a computer and TOLD me what I was signing forThen once I had already signed, a copy was printed out and sent with meI was also never told that I would be signing a contract with ABC Financial ServicesThis is key to understanding who you are dealing withWhen you sign a contact with Gold's Gym, you aren't agree to do business with them, you are agreeing to do business with ABC(I worked for LA Fitness and part of my job was to call people to let them know that they had missed a payment or that we did not have a current form of payment on fileHowever, if you missed a payment or did not pay, they didn't have some company come after you for missed membership fees while they stacked on "service fees" and "late fees"As soon as you decided you wanted to come back to the gym they just asked that you update your info and pay for that month.) Also let me remind you that I was told when I signed up I could cancel at any time without any penaltyI understand that I was then handed a contract that explained all this and shame on me for not reading itBut lets be honest here, who does? I expect that when I am dealing with someone who works for a business that you are doing your job to make sure I am fully aware of what I am signing up for and in toAlso let me remind you of the whole tanning situationThe entire time I was told I could not use the tanning unless I paid 20$ they never removed this from my account and I was still paying for itThe gentleman who is currently the GM at the Chambers Hill location did state that he could waive the fees I incurred since they never removed the tanningHowever, I then was confused as to how he had the power to override the fees but he couldn't override the fact that I didn't have proof I movedIf ABC controls every aspect of the agreement, I am not sure how he is able to pick and choose what he can and cannot do for meAt the end of the day I now either have to find someone to take over my membership or I have to go pay for a gym I no longer intend to use before my next due dateHe did state that they had some bad apples in the club that weren't doing their job correctly and they are trying to change things around and that is greatHowever, this still doesn't fix the fact that whomever you previously had working for you did NOT do their job and now I am stuck because of lofty information I was given because Gold's doesn't know how to train their staff correctlyI also had my sister sign up at this location and she was told the exact same thing as I was and now she doesn't use the gym anymore and is also stuck with this ridiculous membershipI typically do not stay in one place for more then a year and I hate committing to things when I don't know where I will be or what I will be doingSo had I known I was signing into a month commitment that I would have to pay a penalty for canceling early, I would have never done itSince they are incapable of doing their jobs I wanted to share my story so other people don't get stuck with this junk tooI have to say the new GM is doing his best to work with me, but honestly if you know you had a problem in the past, why wouldn't you try to work a little bit better with someone who is suffering the consequences of it now?

[A default letter is provided here which indicates that the business has not responded to you directly. If you wish, you may update it before sending it.]
Revdex.com:
At this time, I have not been contacted by Gold's Gym regarding complaint ID
***Regards,
*** ***

whom this may concern,As previously stated in my letter before once before | tried to explain to *** why I was not able to cancel her membershipOnce she became upset that I could not cancel her membership she was cutting me off at every word spokeI then as stated before in my 1st statement *** I guess I cannot help you have a blessed dayShe then leftShe was never once asked to leave the facilityAs for who signed her up it is cut and dry clear by the contract that was signed and agreed to that it is year agreement with her obligation date being 1-31-I did do what I said I would do and contact the parties about her membership and see what we could doI did not contact *** due to the fact she had already sent a complaint in to the Revdex.com within a day or With that being said all contact was to be made from them at that pointNow as for the PEA membership she signed forThe PEIA membership is primarily sold through the Charles Town WV location but it is available to those who chose to join the Martinsburg WV, Hagerstown MD, or Winchester VA location if they are a PEIA member because we are all under the same franchise/ownership making her fully liable for all payments of the agreementNow back to the fact she came in to cancel because *** *** was giving her a free membership for her volleyball teamIn her 1st statement to the Revdex.com she claims her reason for canceling was due to a high risk pregnancy which was never said at the time she was hereIf that is truly the case all she would have to do is simply supply us with a DrNotation stating that she has a high risk pregnancy and is not capable of any physical activities and we will relieve her of the agreementNow as far as her claims that we are going around telling members of her complaint is completely falseIn fact her next door neighbor approached me in a very joking manner saying that she told him that she sent us in to the Revdex.com and we laughed it offSo if anyone is telling others it is not us.Thank You,Chad C***GM Gold's Gym Martinsburg

Dear Mr***,We would like to apologize for any inconvenience you may have experiencedOur contract does not bind you to any specific term of enrollment and you are able to terminate your membership at any time (given your provide a day notice). However, you do have to agree to
certain conditions that all members who attend our facility must abide bySincerely,Gold's Gym Fitness Alliance, LLC

We will submit the refund for the dispute no later than 10/15/

We received an inbound feedback form from *** *** (we use Medallia so we get thousands of these each year and respond to every one of them) He indicated he was very unhappy with how we are resetting the gym to initiate some new training programs - we had to remove a few pieces of
equipment He mentioned that he is getting less and less value for his dues and was seeking to find another gym I responded to *** telling him that I was sorry it didn't provide value and wished that it didI also told him that as the owner, I didn't want to keep taking his money if he was unhappy being a customer and that if he WISHED to cancel, I would do that for him We are never in the practice of holding a member hostage that wants out of their membership.*** replied that if I cancelled his membership he would contact his attorney...so I cancelled his membership that instant More than happy to give *** a refund if he is due one He paid $to convert a standard membership to a low dues membership years ago I spoke to *** on the phone and told him that I would happily refund any amount he has paid that is greater than the amount he would have paid had he stayed on his first membership In other words, I will go years back, refund the $and apply it at his old dues rate If we owe him money we will gladly pay it.But he was never cancelled because of a survey That is nonsense He was cancelled because he threatened me with an attorney if I did cancel him

Revdex.com:
I have reviewed the response
submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

This individual joined the Gold's Gym North Roanoke on December 15, having executed a month contract. In November his recurring monthly payment charged against his credit card was declined by the card providerSubsequent to several telephone calls and voicemails throughout
November 2012, December 2012, January and February by gym representatives attempting to resolve the matter, the unpaid remainder of the contract was referred to a third party collection agency to recover. The member was last advised by telephone in February that the remainder of the contract would be referred to a third party for collection. If the individual would like to resolve the matter in an amicable manner the gym's management would be pleased to assist him. He should simply contact the facility and request to meet with the General Manager, Michelle Mangieri. It is neither the intention or desire of gym management for a member to be referred to collections for non-payment. However the membership contract is a legally binding document with provisions for non-payment similar to other contracts i.eautomobile, cellular phone, etc. Thank you

I have attached a copy of Mr *** contract I have also highlighted the section on the automatic renewal that Mr *** agreed to including the correct way to cancel a membership We have never, nor will we ever accept cancellations over the phone The front desk staff is trained
on how to handle calls regarding requests for cancellation We would not tell a member that they can cancel over the phone How would we ever be able to verify if that was actually the member calling in to cancel a membership? I have also included the notes that our billing office placed on Mr *** account As you can see from reading the notes, Mr *** was very rude to the staff that were just trying to explain the cancellation process that he had agreed to in the contract.We stand firm on our contract and members being in good standing to cancel their membership The current amount due by Mr *** will not be waived and failure to pay will result in the account being turned over to a collections company

Once again, Golds Gym *** has no transfer policy or agreement with the location that this member wants to attend. She has been misinformed by that group.Our franchise has no relationship with that Golds group. She would have to contact their facility to have a better understanding of this. We have nothing to do with their policy

Hi ***- I have confirmed that Mr *** received a full refund of $***.**Thank you again for your patience during this process!

Hello,I have looked into the membership and the account has been cancelledThe cancellation was processed on 4/14/

Dear Ms***,
We would like to apologize for any inconvenience you may have experiencedThe details of your complaint have been forwarded on to our Area Manager for reviewPlease respond to this message so we are able to offer a solution to this issueThank you for bringing this matter
to our attention and we look forward to reaching a resolution
Sincerely,
Gold's Gym Fitness Alliance, LLC

*** *** *** *** ***
*** *** ** *** ** * *** *** *** *** ** *** *** *** ***
*** *** ***
Dear Ms***,
This is our response to *** ***’s complaint We did not receive any communication from the Revdex.com, until your letter of Oct15, I talked to *** about her complaint
On 9/27/we changed the oil on Ms.*** car At that time, we also rotated her tires, and did a multi point inspection Several days later Ms*** called me and said that the lug nets were loose on her front wheels I asked her if any damage had been done to the wheels or the car She said no, that somebody had tightened the lug nuts and there didn’t seem to be any damage
She wanted to have the bill refunded I apologized to her for our mistake, and refunded the bill to her I also sent her a certificate good for her next oil change and offered to inspect the car and make sure everything was “ok” She said no, everything seemed to be ok
Obviously, we should have tightened the lug nuts on Ms***’s vehicle Thankfully, it appears that there was no damage to her or her vehicle Ms***’s vehicle has over 60,miles on it I’m assuming that all of the previous Service work done at Cook Chevrolet was done to her satisfaction and was done correctly We don’t blame Ms*** for being upset, but we think her request to have all of her previous Service Bills refunded seems unreasonable As I mentioned earlier, we have offered to pay for her next oil change, and will gladly inspect her car
Sincerely,
*** ***

Hello,I will be getting in touch with the employees involved / that dealt with this contract and see that we come to a conclusionI will be contacting *** via telephone when I get more information about the issue.Thank you,***

[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 ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***

Member was in a year agreementThere was no letter received for cancellation, nor was the billing company contacted for cancellationWhen the member sent me an angry email I responded that I would process the cancellationThere is a day cancellation requiredDocumentation showing agreement,
all notes, check in and payments have been faxed to*** to support any and all payments takenWhen the member called again, angry that he was charged during his day notice saying he would contest the charge, I said I would not fight itAs a business who has received the JD POWERS award for years in a row for customer service, we don't fight the angry members on small issuesIt isn't worth our good reputation being tarnishedMy 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

This gym is not a judgement free zoneThe general manager allows members to harass one anotherThe manager, Wes Karns, does nothing for conflict resolutionHe simply doesn't care if you're singled out, ridiculed or sexually harassedThis gym is suffering due to very poor managementIf you want to contact the business owners, you will not find any contact informationImmoral behavior is rampant and steroid abuse is encouragedThank you

Hello *** I have put together some information in regard to this complaintAttached you will find the original agreements with *** and *** *** as our agreement states to cancel we do require a day notice as well as a prove of move or medical *** cancelled both memberships but did
not provide a proof of move or medical we were unable to issue a refund of any kind until that was provided I do show in her notes that she called in and requested a copy of her agreement which we emailed to her August 2, Attached also is her member notes in which her original request to cancel was on 6/19/ I do have a cancellation form that was processed 7/14/ days’ notice from her original request is 6/19/ She paid a $for months of membership that is $per month Her membership was from 11/she had a total with her day notice of months membership leaving months remaining from cancel at $per month there is a balance of $ With a proof of move or medical there is also a $cancel fee which is in her agreement this will leave a balance of $x’s memberships she is owed a refund of $ Once again I cannot process this refund until she provides a proof of move or medical.Thank you!Jodi P***Gold’s Gym