Gold's Gym

I am in receipt of Mrs***'s Revdex.com complaint dated April 6, I respond on behalf of Gold's Gym and I want to apologize for the delayed response as I am just now receiving thisGoing forward, can you please update your database with my information so I am sure to receive the consumer Revdex.com
complaints so I may respond in a timely manner? My email is *** so I may receive them electronically.In researching Mrs***'s account it does appear that she signed a month to month membership on January 5, She did agree to pay $bi-weeklyGold's Gym does not bill monthlyMrs*** did have a Day Right of Rescission if she did not agree with the terms of the agreementShe did not exercise this Right of Rescission.| do understand what Mrs*** is saying and I did check into thisAs you know there are sides to every story and that is not what the other party is sayingAt this point it is a he said, she said scenarioWhat I do know is when looking at the agreement; it does say bi-weekly billingI have attached a copy for your review.Mrs*** is correct in that she was required to give a day notice to cancel as all members areThis is per the terms of the agreementHer last bill date was April 8, and she will not be charged againDue to Mrs*** paying the last month's dues when she joined, she has until May 19, to use the gym if she chooses to.No refund is due as her days notice was a valid charge per the terms of the agreement.Once again, I apologize for the delayed responseThank you for giving me the opportunity to respond to Mrs***'s Revdex.com complaint. Sincerely, Kristen B*** Director, Service Operations

Thank you for bringing this to our attention. The member signed up for a membership on 5/27. The member's next bill date was 6/27 which went through just fine and the member used the club after such date. The 7/dues did not go through as the account on
file declined. On 8/the outstanding amount went through on the account the member provided. The member did not inform us that they wanted to cancel with the only written communication which is submitted through the Revdex.com referencing the date of Aug 10th. Cancellations require a day notice and we accept the 8/notification to cancel from the Revdex.com. The member would be responsible for one last payment on 8/for the membership. That amount went through on 8/and the account would then be cancelled with no further billing. However, on 8/30 & 9/the member did a chargeback attempt for both amounts. The chargebacks were disputed and not granted as the member is responsible for those amounts. The member has now again attempted to chargeback again 11/ and we are awaiting the merchant bank's decision. We appreciate that the member decided they do not want to pay for the childcare option and decided to no longer want to be a member, however this happened after the amounts declined and the prior to the member notifying us that she no longer wanted to be a member. At this time, the amounts that have been charged are correct and there is no further billing. Should the chargeback go through, we will honor the merchant banks decision

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.Even though the club says they never received my mailing via USPS, I still believe I followed the cancellation policy by initially asking for my membership to be cancelled in September via a written email sent to the club's e-mail address
Regards,
*** ***

[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,
*** ***

Hello,The issue on *** *** receiving a refund has been resolved as of August 29thThe member was initially credited the refund to her account rather than refunded which was the cause of delay with Ms *** seeing the refundThe member was notified of this and is aware the issue has been
resolved.Thank You*** ***GM HWY K

Revdex.comBryant Woods SouthAmherst, NY 14228Attention: *** *** ***Reference: ID ***Dear *** ***This letter is in response to a complaint submitted to the Revdex.com on 2/06/from one of our membersOur member signed for a month to month Premier membership on 1/09/
Their monthly dues are billed on the 9th by our billing companyThe last payment received was on9/09/2016. Our member was mailed a past-due statement informing him that his 10/09/payment declinedThe club General Manager has notations stating that he had a minute phone conversation with our member on 12/22/By that date our member was behind months in paymentsDuring their conversation the member was given the opportunity to pay his 10/09/dues and the remaining past-due balance for November and December would be written offOur member refused the offer given to him and stated he would contest thecollection process.At no time was the member informed that his 10/09/past-due balance would be the only amount sent to collectionsThe club is expecting to receive the full balance that was sent to First Credit Services in the amount of $179.80. Regards,Debbie P***Business Manager

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
When I spoke with the Manager *** whom is no longer with Golds Gym about my original Problem with them when they opened a Personal trainer account under my husband's name and mine when it was alway just myself signing up for a personal trainer and both of us signing up for a membershipafter a year of dealing with it they finally reversed it which just was resolved in augustAt that time while speaking with *** he advised me he would renew my membership with my trainer for dlrs a month I declined and advised him we would be cancelling everything instead and taking our business elsewhere he said ok not a problem he understands we advised him we appreciate his effort on finally getting it all reaolvedHe said he would make sure it's all finalized and make sure our membership is cancelled.
Regards,
*** ***

Dear Ms***,
We would like to apologize for any inconvenience you may have experiencedPer the terms and conditions of your signed contract, the decline of a member's draft will result in a $NSF feeYour and biweekly membership drafts came back declined and as a
result, two NSF fees were added to your accountA courtesy call notifying you of your balance was made on 06.16.14, you paid for your membership dues (minus decline fees) on and were notified on that you wold be denied access to the gym until your remaining balance was paidOn 06.23.14, you called member services in regards to the balance on your account and were informed that the only way the fees could be waived was if you provided proof from your bank that your card information was compromisedYou then submitted a cancel request on and were notified once again, that your past due balance must be paid in full before we could process your request and that bank proof was needed to remove the feesThe other fees on your account are attributed to our RGF fee which is a standard charge that occurs annually and is outlined in your contractAs of now, your account has a current past due balance of $(two $NSF fees, RGF fee, and membership dues which also came back declined)If you can provide proof that your card information was compromised, we will waive your NSF fees and you will only be responsible for your membership dues and RGF fee
Sincerely,
Gold's Gym Fitness Alliance, LLC

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

Hello, According to the membership agreement all members agreed to give a day notice in their membership agreementIn this case our billing company processed the cancel incorrectlyThe cancel request was received on 07/06/and the pending cancel date should have been set for 08/06/
This would have made the correct last payment amount on 07/27/2016 $She was mistakenly charged the payment (29.99)I have refunded the difference of to MichelleI have to apologize to Mrs*** for the billing error and hope the refund resolves the complaintIf we can do anything else please don't hesitate to let me knowThank youTim *** *** ***Gold's Gym Waukesha

This guest's license was accidently given to the wrong guest leaving the gym. That guest was called at home, she checked her purse and did, indeed have the incorrect license and was bringing it back to the gym the next day and picking up her correct license. This information was relayed
to Ms *** by phone that same afternoon. Ms *** called that next morning and was informed it was being returned in the evening. The license is at the gym and not retrieved yet by Ms ***. Golds Gym did immediately reimburse her for the replacement of her license before we discovered it was found. We do not feel there is anything further we can do in this matter. We regret that this mistake occurred but did all we could to recover it and it was recovered

Not a problemYou had a late fee of $*** and a service charge of $** added to the last payments. I will refund you those as we do not as them, our billing company does that. The last payment of $** is for the annual on the 20th of February. I hope this helps. You can expect a refund of the $** within the next 3-days

[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,*** ***

Revdex.com:
I have reviewed the 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
*** contacted me last Wednesday, and I returned his call on Thursday to finalize the terms of the solutionHe has yet to return my callI would like a return call and will be requesting the resolution in writingUntil this is finalized, I felt I needed to "reject" the resolution
Regards,
*** ***

We were able to look into the issue regarding Mr***' 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*** was provided a refund by us and the credit card company on 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***, we have written off any balance that was due based the errors.Our manager will be reaching out to Mr*** 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***

Over the last year, we have documentation of different payments from Feb, July and Sept which were declined to insufficient funds. they were attempted another time each during those months to get payment, along with their late fees during those months. *** scheduled payment date has
never been changed from the 28th, but due to the draft being declined during those months, payment was fulfilled on subsequent attempts in those same months. We do not change payment dates arbitrarily at Golds Gym. Thank you for your concernWe hope this satisfies your complaint

Revdex.com:At this time, I have not been contacted by Gold's Gym regarding complaint ID ***.Sincerely,
*** ***

I have looked in our system for any combination of names I could find, but I cannot find a *** *** at all in our membership recordsSince we do not and have never sold “lifetime contract” as she refers to, I think she is either very misinformed or I am now wondering if this is for a
different gym altogether? She also listed her salesperson as Maria and we do not have a Maria working hereI went ahead and tried to call her evening number and the voicemail said it was for another person with the last name of ***I then tried to call the daytime number and it said the person could not accept calls at this time. I’m not sure what is going on but could use your help in getting to the bottom of it as we are always happy to help our members no matter what their situation and have a very good track record of doing so over years. Unless she is using a different name or maiden name, etc., I can’t seem to find her as a member here or contact her using her phone numbers. Would you be able to help figure this out so we can see if she is indeed a member and if so, we can certainly look into her situation and try to find out if we can help her further?

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,
*** ***

Revdex.com spoke with *** from the company and he stated that the consumer's training accounts were frozen and the payment that was taken from the card was the remaining balance that was owed to the club