Gold's Gym

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

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 have not checked into the gym pass the week I signed up for the gym membershipThere will be no membership id scans verifying that factI had called in this month on the 2nd for the 3rd time yes but I had not used the eversince pass the week I signed up and had called to cancel prior in which my request was not answered or resolvedPlease look through your recorded phone recordsYou will find evidence of my calls from the gym in San Diego Sports ArenaI demand a 10$ refund along with a cancellation of fees that should not have been chargedThank you]
Regards,
*** ***

[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,
*** **

Per the instructions provided in your letter, I wanted to ensure I responded in a timely matter as *** *** issued has been resolved for some timeI understand ***'s frustration but it is somewhat negligent and misguided*** was a Hour Fitness member at this location before it
became Gold's GymAll Hour Fitness locations in StLouis were acquired by Gold's last June and as a result the members of these locationsThe initial language in his Hour Fitness agreement provided Hour Fitness the autonomy to ensure his membership moved over to Gold's seamlessly and allowed him to continue using this facility without terminatingPer conversations he had with the former General Manager at his location on January 19th of this year, it appears he froze his membership with Hour Fitness for months in April of until November of which coincided with Gold's Gym acquiring these clubsGold's Gym honored his freeze commitment time frame of months that he originally made with Hour FitnessHis membership was terminated without collecting any dues and we waived any owed balances after hes membership reactivated from FreezePlease let me know if there is anything further we can provideThank 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. For your reference, details of the offer I reviewed appear belowI do not accept the response from Golds GymAttached 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,
*** ***

Dear Ms***,
We would like to apologize for any inconvenience you may have experiencedThe information you were given about using your membership at any Gold’s Gym location was accurateIf you wish to transfer your membership, you are allowed to do so within our franchiseIf
you wish to join a Gold’s Gym that is part of a different franchise, you would simply enroll at that location, show us proof of your membership and we would cancel your agreementPer the terms and conditions of your signed contract, a member is permitted to cancel their contract while currently in term if they can provide proof of move or more miles from your Gold’s Gym location, so that would have been another way you could have terminated your agreementAlso, it is the sole responsibility of the member to ensure that their account information and balance is up to datePer the terms and conditions of your signed agreement, if a member’s draft is declined, it will result in a additional charge of $per declineCourtesy calls were also attempted to notify you of your past due balanceDue to these reasons, you must pay your past due balance in full
Sincerely,
Gold's Gym Fitness Alliance, LLC

Complaint:
I am rejecting this response because: I have not had a chance to respond.Please see response below.Hi Jody, Thank you for taking the time to respondI have been trying to get this issue resolved since we found out we were moving in June of this yearI would stop by the front desk regularly before working out kept getting told they were between managers and they would leave a messageNobody ever got back and we left town on June 21st. This is the first I have been notified to send in a copy of a lease or paperwork from our move, and the first time I have seen the agreementsCory was not very helpful on the phone and didn’t even want to take down my email when I asked for the agreementI also had my agreement frozen for a few months and was supposed to be extended to May 2018, it also specifies this in the notes that you attachedI would assume this would factor into the amount that we would receive back? I have attached a copy of the leases as well as utility bills for your move proofPlease feel free to call me at 208-991-6837 or email me at ***[email protected] if you need anything further. Please send check to: Yacht Drive Myrtle Beach, SC 29577 We recently had to move down the street, I can send you our closing documents and our utility bills from here if you need as wellI just assume you need the other ones from Uniola since that is where we were living the time this all transpiredOr send it to the Uniola Drive Myrtle Beach, we have our mail being forwarded. Again I appreciate your helpI was only trying to get this resolved from day one when I gave our notice while we were still living in Twin Falls.
Sincerely,
*** *** Since this complaint I sent direct to Jody P*** at Gold Gym and she has stated a check has been sentAs long as the check has been sent, I would be happy with the outcome. Thank you for your help in this matter.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
My problem initially started when I went into the Golds Gym branch in downtown Milwaukee and spoke with a Golds Gym employee named *** about combining my account and my cousin's account*** replied that this could be done and a price and plan were agreed to by my cousin, *** and I*** did not follow through with his agreement with us, so I made a final payment and asked him to cancel my accountHe agreed to cancel my account but did not follow through which led to me accruing charges that I will not payI later found out through my bank that someone is trying to take out an automatic withdrawlI found out that it was Golds Gym so I immediately put a block on my accountI then contacted Golds Gym and kept getting the run aroundI spoke to *** who claimed to be the managerHe was very rude and was of no help, I later found out that *** was the actual manager and explained to him the situationHe stated that he would look into the issue and contact me but did not do soI contacted the branch again and left a message for him to contact me but still have not heard back from himI would like this problem resolved as soon as possibleI will never recommend anyone to this gym after my horrible experience. My balance with them at this point was with my last payment to themall the charges that they are trying to accrue me with now are from after my final payment and cancellation, as stated aboveSo nothing was ever done about me asking them to cancel my account in person at the gym. I will not make any payments to them. The money that they are looking for from me is not owed to them. Golds Gym did not cancel my contract as agreed to by them, so they will not receive anything more from me
Regards,
*** ***

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

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
I will not be happy until I am awarded two years of credit monitoring and a phone call from the franchise ownerMy license that c contains personal information was given to someone that had all of my personal information for more than hours therefore golds gym cannot tell me what he or she did with that information therefore I am requesting two years of credit monitoring and a phone call from the franchise owner immediately.
Regards,
*** ***

I am confused on the issue at hand Yes the complaint is from a member that has been with the facility for four years, but she and her husband have now cancelled Their son did sign up for a month agreement July past summer He did not mention that any family member was a
member of the facility and we had no way of knowing We are under no obligation to do anything However I have agreed to let them transfer their sons membership to their daughter The transfer will only be allowed with the same terms of the current contract the son (***) agreed to when he signed his contract in July.
Thank you,
Kevin Gustafson

Complaint: ***
I am rejecting this response because:While I did meet with ***, and understand the reasons for the delay, this issues is NOT completely resolved, as my account has still NOT been credited, as of today They may have processed the credit, in their system, but it has not made it to my bank, yet I will give it another days If it has not been credited by then, I will need to know the next step in this process
,
Sincerely,
***ra ***

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 belowI know that my due date wasn't changedI said that was told to me by the supervisor, ***I am upset because a payment was processed without my acknowledgement on a date that I did not authorize!
Regards,
***

After reviewing the documentation and notes by our staff, I will grant the termination effective 03/31/15.Please contact me with any questions at *** or ***

There was a gentleman that worked for gym in market square who encouraged me to sign up for gym membershipI specifically asked for month to month and he confirmed but upon first payment I called gym and requested to cancel when I was informed that membership is for a year I explained that I am not using services but have paid and was again informed that I am stuck in the contract I called again a few months later when again they took $out of my acct, I again explained that I was misinformed and do not wish to use services and the gentleman told me I would not be let out of contract

Taft Services, LLC serves as agent for *** *** *** to handle their membership billing. In this capacity Taft also processes membership cancellations for the facility in accordance
with the procedures established by the facility. The complainant contacted Taft in March and was advised via a return telephone call and voicemail left at both the home and work number that anyone within the member services area of Taft could instruct her as to the cancellation process. On May 30th the complainant called Taft and was advised of the cancellation process to which she responded with the attached written request *** *** *** requires a Day notice to cancel and any payments due within that day notice period are required to be paid. The final payment was processed on June 2nd and subsequently charge backed by the complainant. It was then resubmitted for payment on the 20th day of June and cleared. A $charge back fee assessed against *** *** *** in conjunction with the charge back of the complainant’s June payment has since been referred to a third party collection agency. In the interest of resolving this matter, I have today removed the account from the third party collection agency and closed it.
Thank you,
*** * ***

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

Dear *** ***,We would like to apologize for any inconvenience you may have experiencedPer the terms and conditions of your signed contract, a member must update their credit card information 5-business days prior to their next draft in order to avoid any feesHowever, if you can provide
proof from your bank stating that you were issued a new card less than 5-days prior to your draft (this means you would have had to receive your card no earlier than 06.20.14) , we will waive your NSF feeAs far as cancellation of your account in concerned, a member is only permitted to cancel their membership while currently in term if they can provide proof of move, permanent disability, or military obligationIf you wish to cancel your membership, you will have to pay the remaining value left on your accountSincerely,Gold's Gym Fitness Alliance, LLC

Dear Ms***,
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 if they can provide proof of move miles of more from a Gold's Gym location,
permanent medical disability, or military obligationIt also the responsibility of the member to submit a day notice of cancellation and to ensure that all of their account information is up to dateYour cancellation request was successfully processed, however your final draft was declined and per the terms of your agreement, that results in the void of your cancellationCourtesy calls were attempted to notify you of your past due balance, and after your account was delinquent for over days, you were then transferred to collectionsThis matter must now be addressed with *** ***
Sincerely,
Gold's Gym Fitness Alliance, LLC

This letter is in response to a complaint submitted to the Revdex.com on 12/22/from one of our membersOur member signed a year membership agreement on 10/11/At signing $was collected, The first bill date to collect membership dues was on 11/11/16. Unfortunately the :member's
payment declined twiceOnce for insufficient funds and the other decline was "account closed",We received a letter dated 12/07/16, but postmarked 12/16/from our memberThey requested a membership cancellation due to move, Under ''additional terms" to our membership agreement it states that we require proof of move, a written request with intent to cancel postmarked at least thirty (30) days in advanceThe member is also required to pay a $cancellation feeWe were provided a copy of the member's lease agreement only.Not oniy did the 11/11/payment in the amount of $decline, but also the 12/10/16 required $annnal fee, and the 12/11/dues in the amount of $Our member'sagreement was written to reflect monthly payments in the amount of $Members paying monthly dues by E.F.T are subject to a $per month increase in monthly dues, if E.F.T payment is stopped.At this time our member owes $in order to cancel their membership, $for past-dne membership dues plus their $cancellation feeWe will waive the past due service fee in the amount of $and the late fees in the amount of $28.50.Each month that our member chooses not to pay their past-due balance in addition to their $cancellation fee an additional monthly payment will be required.Regards,Debbie P***Business Manager