Gold's Gym

*** *** is correct, we double billed her account twice for the month of August Our 3rd party billing company *** *** had a glitch with batching out monthly dues for several members of our membership base, and have refunded said members as of this morning August 25th

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

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?

[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,*** ***

Complaint: ***
I am rejecting this response because: it's in bad business taste to charge a customer another yearly fee when they will not be using the membership for the next monthsTo put profits in front of customer service is poor tasteIt is more important to gain trust and understand when a uniformed customer that clearly doesn't feel like they were heard or cared aboutThat is when a business puts profits in front of serviceThat is your choice.
Sincerely,
*** ***

Sent: Tuesday, January 23, 5:PMSubject: Case #*** I am writing in reference to case # *** for *** ***, since receiving the notice from Revdex.com I have contacted him and explained how our cancellation policy worksHe then told me that he would call me back to settle the
situation and have not heard from himThe membership that he is disputing is not his it was a membership that he opened for his wifeIf there is any other information you might need feel free to contact me through email. Christopher ***Gold’s Gym Harlingen

Dear Ms***,
We would like to apologize for any inconvenience you may have experiencedPer the terms and conditions of your signed contract, a member must pay a $cancellation fee if they cancel their membership within six months of enrollmentYou enrolled with our facility on
and continued to check in to the gym up until 10.02.14, on which date you called to cancel your membership and were informed of the $feeFurthermore, all members are given a day buyers right to cancel in which they may cancel their membership, no questions asked, within days of their enrollmentGiven the fact that you did not exercise this right to cancel and signed a contract with our gym, we can not waive your cancellation fee of $
Sincerely,
Gold's Gym Fitness Alliance, LLC

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 G***

Dear Ms***,
We would like to apologize for any inconvenience you may have experiencedIt is standard procedure that a member must provide proof that their card information was compromised in order to reverse an NSF feeYour bank’s refusal to provide you with this proof is an issue that must be addressed with them, as this has never been problematic in the pastAny proof showing
that you were issued a new card from your bank will sufficeFurthermore, if you are still currently without a new card, future payment on your account may be made at the gymWe are unable to prevent your account from being drafted, so in that circumstance, you are able to pay for future dues at the gym in order to avoid fees. Once you have provided our gym will proof that your card information was compromised and you were issued a new card, your past fees will be reversed
Sincerely,
Gold's Gym Fitness Alliance, LLC

The majority of our memberships are month to month memberships and may be cancelled by simply giving us a day written notice Unfortunately this member forgot that she needed to give us a day notice and was surprised when that was required of her Again the majority of our
memberships, like this one, are month to month and simply must give us a day notice Any payments due within that days must be paid There is no hidden cancellation fee or anything else For this member it appeared to be bad timing because her annual fee was due the same month that she cancelled We only charge our annual fee once a year and she unfortunately canceled in the month it was due To her it may have seemed like she was charged more but it was simply what was due on her membership that month We try very hard to be transparent and open with our members The annual fee is written prominently on the front of the contract and should not be a surprise for our members

*** *** *** ***
*** *** *** *** *** ** *** **
*** *** ** ***
*** ***The has been returned to my account however I have not received any communication from the company.thank you

Hello, In response to case number ***: We sincerely apologize for any inconvenience and confusion with our membership and policies that occurred*** *** signed up for our Gold membership on 8/31/for a year agreementOur policy regarding all of our cancelations is a
day notice and a $cancelation fee for any member still in an agreementWe also only handle cancelations in the club or via direct e-mail with the General Manager of that particular facilityThere is a note from our billing department that they sent a letter on 4/4/to alert the member that there was an issue with the accountThey started calling 4/21/and leaving voicemails to advise the member of the issue againBased on non-response, the member was sent to collections on 7/16/I received an e-mail from *** *** on 8/12/regarding the issueI immediately took her and her husband out of collections, canceled the account and waived all late feesWe sincerely apologize for the confusion, and we resolved all issues with both accounts. Thank you, Megan A***General Manager

To whom this may concern,This letter is in response to *** *** complaint from *** ***.*** *** came in on March 28th wishing to cancel her membership due to the fact she was getting a free membership from *** *** with her Volleyball teamOnce I pulled her up in the system and
got all her informationI noticed that she had a PEA membership(attached is her signed copy of the agreement) which is a year agreement making her obligation date 1-31-I explained to her that she was still well wiher year term and cannot cancel at this time but this is a membership that we normally do not sell at this location so let me send some emails out to see what I can do to help and see if I can get her taking care ofShe then stated that she had called and spoke to a women back in February and that they told her that she was out of termI asked her who she spoke with? She said she did not rememberI said I think you might have called a different location because we do not have any female employees that have the access to see your informationI showed her what her obligation date was in the system she said yea I see that but I don't careI said *** there is really nothing I can do to cancel you out at this moment she then stated that she would just cancel her credit card that is on filesaid *** you don't want to do that because if the account goes default the billing company will send it to collections and I don’t want to see that happen she said if that happens I will contact the Revdex.comI said *** I'm doing the very best I can to help you but I cannot cancel you out at this point but please fill free to do what you think you have to doShe then became very upset cutting me off at every word for about minutesI then said *** I guess I cannot help you at this point have a blessed dayShe then got up and walked out.Chad C***G.MGold's Gym Martinsburg

[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: ***@richmond.Revdex.com.org
Regards,
*** ***

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

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
The gym is making up a complete lie!!!! I specifically said my boyfriend was the one who pked his finger on the frayed equipmentThe phone calls are recorded and please PLEASE listen to it. I have already heard rumors of *** their regional manager has done nothing about this situation. They are really good friends and that is whats wrong with this company. I have witnesses and that were there when this happenedI didnt pk anythingI specifically wrote that I said something about the incident in regards to my boyfriend and was very nice about it. They have been coarse towards me and him since he quit his job because of how badly they treated him and how uncomfortable he felt when the general manager *** asked him to personally come to her home. I think this is very comical that they are getting away with this, They have had two employees quit since this has happened and are harassing other members trying to retrieve personal information. They called and said both mine and my boyfriends memberships were going to be cancelled because we are so unhappy about our gymThat was a lie and in the phone conversation and I can give you the date and time when it was made. *** was caught in three liesIf I had ever threatened an employeecommon sense says my membership would have been cancelled a long time ago. I think its dirty how they are running this gym doing whatever they want and having people like *** who is the regional manager sticking up for them because they are buddy buddy with each other. I have plenty others who would love to complain about the management. Our money STILL hasnt been refundedWorking out is my life and is part of my medical reasons why I have to work out and no money to start a new membership. This is absurd and completely uncalled for because they think they control whatever they want. Again, something needs to be done and obviously I have my case now in WRITING that she LIED saying it was me that pked my finger when I specifically stated it was my boyfriend. Thank you

I apologize for not getting back to you, as I thought the customer was supposed to let you know it had been resolvedI have made sure that *** account has been cancelled correctly, and there was no impact
on her credit

Dear Mr***,We would like to apologize for any inconvenience you may have experiencedPer the terms and conditions of your signed contract, a member must pay a $cancellation if they cancel their membership prior to six full months of enrollmentThere are no notes in your account
stating otherwise and this policy is never waived for membersYou sent an email request on stating that you would like to cancel your membership. per our day notice policy, your final draft was set for and you were also charged the $cancellation feeA confirmation email was then sent to inform you that your request had been processed. Due to the fact that these terms and conditions are outlined in your signed contract, we are unable to offer you a refund at this time.Sincerely,Gold's Gym Fitness Alliance, LLC

I have reviewed the response made by the business in reference to complaint ID ***, I will looking forward to hearing what you can do for meHopefully we can get this resolved.
Regards,
*** ***

Im sorry to hear about your experience. I will take care of the situation immediatelyAnd refund your last payment as well as make sure the memberships are cancelled