Gold's Gym

To whom this may concern, This response is in regards to *** ** ***Complaint #***. I personally spoke to the individual towards the end of (November/December)Member stated that she had moved from the area and needed to cancelInformed
member that she needed to contact *** and to send in prove of move to *** as well in order for us to process the cancellation. Member never brought up any sort of three day cancellation windowMember checked in numerous times to our locations (see attached document) in February and March of Member did not follow our cancellation procedure as she needs to provide proof of her move to *** financial as it states in her agreement.If you need any additional information please let us know.Best,*** ***General Manager, Gold's Gym** *** *** *** ** ***
** *** * ** ***
***

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. The RGF (Rate Gaurnetee Fee) was not charged on the anniversary date of my first draftMy first Draft was completed in JuneI made a request to cancel my membership through the customer service/billing department for Golds Gym over the phoneHowever my request was denied because I refused to pay a Rate Gaurnetee Fee for a service that I was not going to continueHad I been able to cancel my contract when I requested I would not have been charged for the monthly dues for November or DecemberI requested to make payment arrangements and my request was denied stating that they can not take anything less then the full paymentI was then instructed by the company billing department that I would be charged for months and then my account would be sent to collections and I could make arrangements at that timeThis was not completed the company found a way to obtain my new debit card information and charged my accountDue to the fact that the company refused to cancel my contract and did not honor the option of making payment arrangements and just took money from my accountThis company should be refunding me a mimu of months worth of fees
Regards,
*** ***

Hi thereThis complaint is not quite warranted as we terminated this member for repeatedly removing his shirt while working out after being told on multiple occasions to PLEASE REFRAIN from doing so

I spoke with the *** *** and she said that the refund of $is being processed and the contract is being cancelled

Complaint: ***
I am rejecting this response because: according to Ryan C*** in his email to me dated January 30,2017, mypurchased personal training sessions never expire
Sincerely,
*** ***

Revdex.com spoke with *** from the company and he stated that the consumer was refunded on the credit card for $and there was a check mailed out on October 1st for the cash payments

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

I have reviewed the response offer 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 spoke with a gentleman who identified himself as *** and proceeded to tell me that he sees my issue as resolved since I paidI explained I had no choice but to pay or I would owe for each month that passed until it was resolvedHe explained that I was contacted by the vendor that handles their payments on 04/29/and I set up a payment plan that was an exclusion and stopped after a yearI advised I wouldn't have asked for a payment plan or exclusion and if it was good for a year as stated then it would be good until April so it still doesn't explain things or makes senseThe conversation became a little heated on both our partsHe stated he assumed I was told all of this information from the beginningI told him I was not and I explained how my calls were not returned,my credit was put in jeopardy and no one could tell me anythingBecause of how things were handled I didn't want to continue my membership but I had to pay that money or the amount would just keep accumulating each monthHe did give me his direct number and like I told him it wasn't against him but he is telling me something that he thinks I have known all along and his explanation still made no senseI feel I to take what was said and leave it alone this will happen to others and as a long time paying member at this gym, this should never happen again and if no one can show me that I asked for this "payment plan" that as *** said they called me, then I can take this further such as the mediaI have not contacted him again because it would be the same thingHe would keep repeating this and both of us would get heated all over again.I wouldn't want anyone that did everything they were supposed to do to make payments timely, have no communications except a collection notice and then have the unprofessional actions that occurred after I contacted the gym on 03/27/I also would like them to look into changing their rulesIf a bill is not paid or you feel it's not paid why wouldn't there be communication such as a phone call or letter instead of letting it go for months and sending to collections as their first form of communication when I had a home phone, cell phone, email address, mailing address and emergency contact number on file which is what was used to give the debt collector in order for them to contact me
Where is a letter of apology of how bad things were handled? No offer to say here's a bottle of water or one month free membership because this was such a mess and we weren't returning your calls.
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:
This supposed rule was NEVER communicated to meYou can check video surveillance from the gym for a period spanning roughly months to see that this movement (and others) had been performed almost daily and witnessed by many staff members, to include two of the owners who lauded me on my hard work and dedication to fitness while never once notifying me of supposed ruleWhen asked for the policy in writing, the manager, Mike, laughed in my face and stated the policy was not in writing and did not need to beA fellow former gym member who was with me at the time of the incident spoke with a third owner of the gym on the phone and was told the policy was currently being formed into a written policy in regard to this incidentFour days later I returned to the gym and asked for the written policyMike again scoffed and told me the gym does not have a written policy, that this rule is "gym ethics" and does not need to be written down anywhere in order to be effectiveHow is a gym member supposed to know a policy exists if it does not appear in writing anywhere and is never communicated to the gym goer, verbally or otherwise?
The manager, Mike, also admitted that he knows nothing about the particular style of Weightlifting I perform and does not need to know anything about it, yet he knows for sure what I was doing was unsafeI explained to him the errors of his judgment and provided verbal reasoning explaining why the way I was suddenly being required to perform certain movements was UNsafe, not safe, he reiterated that he knows nothing about the style of Weightlifting I perform and doesn't need toIt is strange that one would suddenly enact a rule in the name of safety when one admits he knows nothing about said movement patternsFurthermore, at the time of my first return to the gym following the incident (the day after) other individuals were performing movements similar to me and were dropping weights while I was speaking to MikeI pointed out the hypocrisy of this and he fumbled over his words trying to justify thisI feel that I was singled out and discriminated againstAlso, through the rest of the week a handful of my male friends worked out in the same area, performing the same movements and were NEVER approached about this rule or made to stop their workoutThis is gender discrimination.
I reject the business's response as I feel unjustly discriminated againstTheir justification/response to my complaint is not adequate.
Regards,
*** ***

I do remember ***He worked with a trainer named *** who was leaving Gold’s Gym to start his own businessWhen *** was planning on leaving, *** was still training with himI remember cancelling his trainingI was in constant communication with *** and technically he cancelled his training
days before when we have day cancellation notice hereI put in the cancellation and got it all taken care of while he was still here with his trainerHe was charged since it was not a day notice before the next payment, but I did get that refunded for himHe is still a member here and is locked in a year contractHe tried to come in last month to cancel his membership, but we do not take cancellations in the contact unless he has a doctor’s note stating he cannot work out or if he moved miles away from the gym, which he would have to submit proof for

Dear Ms***, We would like to apologize for any inconvenience you may have experiencedPer the terms and conditions of your signed agreement, a member may only cancel their membership while currently in term of their contract if they can provide proof of move, permanent medical disability or
military obligationsIn regards to your membership account, it is the sole responsibility of the member to ensure that their billing information is current and up to dateWe notified you of your past due balance via telephone on and On both occasions you were able to be reached and stated that you were aware of your past due balanceAfter your account had been delinquent for over days, you were then transferred to collections and the matter must now be addressed with ***.Sincerely,Gold's Gym Fitness Alliance, LLC

Dear Ms***,
We would like to apologize for any inconvenience you may have experiencedYou enrolled your nephew in our facility on and he continued to use the gym up until AprilPer the terms and conditions of your signed contract, a member must submit a notice of cancellation to member servicesWhen these cancellation requests are received, members are then sent a confirmation email notifying them that their cancellation was successfully processedWe show no record of you ever having submitted this request to cancel your nephew's membership, and the only way we would be able to remove his account from collections is if you are able to provide an email confirmation from member servicesonce that is provided, we can then take action with his accountAs far as your personal account is concerned, member services shows no record of you having submitted a request to cancel childcareOn 08.08.14, you made the $payment you refer to in your complaint and your account was the up to dateThe $charge you are now noticing was a past due balance charge from a draft decline in AugustThis charge included childcare fees, as we had not yet received your notice of cancellationHowever, per your conversation with member services on 09.11.14, childcare has been now been removed from your account, and in accordance with our day notice policy, your final draft for childcare will occur on After that, the only future dues you will be responsible for are your membership dues, for a total of $monthly
Sincerely,
Gold's Gym Fitness Alliance, LLC

Had a great experience here

Billy from Golds Gym called stated that the membership was cancelled on 2/7/They also waived the day cancellation notice and waived the buy out fee as well

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:1) Wes did not call me back 6/I called him a second time after the time I was toldwhat time he would be in and assured that he would call me back immediatelyAnd then, even though I asked to speak to Wes, I was connected with Eric who proceeded to tell me that he told me I would be charged for this month when I was FINALLY AFTER THE DEADLINE given the cancellation form.2) As for Wes' dismissal about my coming in week after week to cancel: Why in a place that does business is there only one person who has the power to cancel a club membership--yet these same employees have the power and knowledge to sign people up? I stopped in every week and yes there is no record because no one would give me anything to sign to cancelthey would say, 'Oh, yuu have to talk to a managerYou have to talk to Wes." Where is Wes? Out to lunchRunning an errandHe's not hereOh, once, Eric gave me a yellow stickie to put my name and phone number on and Wes SAYS he called and left a messageBut any REPUTABLE business doesn't make customers have to hunt down one person and only that one person who has the power to cancel and if you can't capture that person until after the deadline then it's your tough luck? 3) However, magically, AFTER THE DEADLINE HAD PASSED, Eric suddenly had the necessary paperwork and the power for me to cancelYes, I did say to take the $out of Eric's pay after Wes told me that Eric all along had the ability and power for me to cancel the membership BEFORE THE DEADLINEso it's my fault, when I come in to cancel that Eric doesn't help me? No, that's not my faultIt's Eric's faultTherefore, I, the customer, should not have to pay for Wes' employee's mistake. The point of this complaint is that on numerous, several, regularly basis I tried to cancel that membership in person (which is beyond a phone or email) and it is apparent to me that Gold's Gym is running a scam to suck one more month of members wanting to quit by making them jump through hoops to do itthe same employees who man the counters and the desks have the power to sign people up, but they don't have the power to cancel--until after the deadline--is very suspicious to me and I will be telling EVERYONE in the area about it
Regards,
*** ***

May 3, 2017Dear Sir or Madam:Thank you for contacting us and making us aware of the billing issue you have experienced at your Hummelstown locationI am sorry you have been subjected to such a frustrating series of events with the company *** whom provide the personal training servicesWe have contacted them and this is their response:"There was a mistake on our part when processing the cancellation, we have now rectified that. The client's cancellation request was submitted on 12/29/2016, we have cancelled the account and will be refunding her for the payments made since that date, less the $cancellation fee she agreed to. The refund will be $470."Attached is a copy of your cancellation request for your review and recordsWe extend our apologies for the inconvenience this may have caused youIts our goal to retain you as a satisfied customer and will hope to serve you again in the near futureSincerely,Jessica M.Office Assistant

We would like to apologize for any inconvenience you may have experiencedPer 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 disabilityYou 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 youWe are unfortunately unable to grant your request to cancel your account due to this reasonAs of now, your account has been set to cancel at the end of your year term and you will need to finish out the remainder of your agreement.Sincerely,Gold's Gym Fitness Alliance, LLC

[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 is satisfactory to me ONLY if the refund is in total for the charges made which is $
Regards,
*** **

Hello,This complaint was meant for a different Gold's GymI believe it was mean for either Gold's Gym *** or Gold's Gym *** as opposed to us, Gold's Gym *** ***We do not have a Greg that works here, nor do use a billing company called ***Thank you,Megan A***

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,
*** ***