Gold's Gym

Revdex.com:
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 until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

This response is in regards to *** ** ***His membership is a recurring monthly membership that bills directly from debit or credit card or checking accountOur service is not a pay as you go service, rather a monthly service that gives you access to our facility and its amenities.We have
contacted *** on several occasions to make him aware of his delinquent account and he has not returned our messagesOur billing provider *** *** has also made numerous attempts to contact *** as well.At this point in time have discussed coming to a resolution with *** and invited him into the club to discuss some options.Please be advised that Gold's Gym Hanover is making an attempt to help rectify the situation and have *** rejoin the club as a paying member.Regards, Chris S.General Manager

We worked with Ms*** in the past. We made concessions, worked with her to get her out of collections and start back with us.This current issue did start with her acknowledging that she failed to tell us the night before when she herself was poked by a cable that was slightly
frayed. It went downhill from there.She has been aggressive towards the staff at the club. She has let everyone and anyone know how she feels. I am sorry we have failed her. She has nothing good to say about us and that never makes me feel good. Our position stands, her membership has been cancelled and will remain so.I wish her the best

Gold's Gym will be refunding *** *** *** membership ($150.00). The gym has been under
some construction to the roof and the main water line. We have tried to keep as much of the gym
open to members, as much as we can. We have supplied bottled water to the
members. I hope thatMr*** will return to the gym after the construction is over. I will be contacting Mr***
by phone to infom him of his refund
Thank You,
** *** Manager

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meAlso if they want to charge people for time they never used and maintenance fee so be itI will leave all my reviews up I posted as to how bad they do businessI could have been happy to get my maintenance fee back since I was only there timebut they do not want to refund any money that is finethey must need it worse than I doTHEY BETTER NOT SEND ME ANOTHER ADVERTISEMENT EVER AGAIN AND NO MORE COMMUNICATIONS AND IF THERE IS ANYMORE MONEY PULLED OUT OF MY ACCOUNT FOR SO CALLED FEES I WILL BE USING OTHER METHODS ACCORDING TO THE LAW TO GET IT BACKI WANT NOTHING MORE TO DO WITH THOSE PEOPLESincerely, *** ***

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

I wished to cancel my membership in October 2015, citing that I no longer worked downtown and lived an hour away from the club so I would not be able to use the membershipThey gave me a "freeze" form instead of a cancelation form, noting that the account would not be reactivated until I came back
Now in April my credit card was charged $for the month of AprilI contacted the club and they said the account was only frozen never canceled and is now active againI still do not work downtown and live an hour away so I would still not be able to use the membershipI called to cancel again, but was told that now I have to send in a letter or come in person (not an option)They also said a day cancelation period would be enforcedMy credit card was charged $for April and will now be charged another $for May$total for a membership they knew I would never use again

We offer different pricing options throughout the year based on seasonality and promotionsAnytime some comes into the gym to decide which will work best for their needsThe advisement is correct; we never have pricing below $19.99/mo...it is the lowest the pricing of the year even when annualized
with the enrollment fee To be fair to everyone who has paid the full enrollment for the $19.99/mo membership we cannot make a billing adjustment for this one member.Sincerely,Joe H***COO/PartnerGold's Gym VA/WI

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 collections
This matter must now be addressed with *** ***
Sincerely,
Gold's Gym Fitness Alliance, LLC

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 electronicallyIn 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 reviewMrs*** 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 toNo refund is due as her days notice was a valid charge per the terms of the agreementOnce 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

Please see the attached documents We attempted to contact Mr *** via phone and email The email was provided by him when he signed his initial contract (attached) His credit card expired, we attemped to contact him prior to it expiring as well as after it expired, please
see contact log (attached) Mr *** is not due any refund.
Thank you,
*** ***
Owner Goold's Gym Charlottesville

Dear ***,I am writing this response re: *** *** joined
our gym 10/20/*** was an active member until 06/01/***
fulfilled her membership after the initial contract all memberships go month to
monthAs seen in the attached contract*** did not cancel her
membership
We canceled in on 06/01/with a balance and write off status***’s
account was renewed and was canceled the last payment we received from her was
on 03/15/2014.Rebecca contacted *** to offer her an opportunity to come
back into the gymWe did not “renew” her or charge her accountThis is just
something our sales team does to offer you away back into the gym and remove
any balance that you may have had. It seems that *** misunderstood our intensionsThere
wasn’t any fraud or Identity theftWe were just reaching out to her to see if
she would like to rejoin and take advantage of a resign discount.Thank you,Amanda D***

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 and the matter has been resolved
Sincerely,
*** *** ***

*** signed up at our club on 6/17/and purchased her personal training on 7/23/In our membership clause, it does state that you can cancel due to moving however on our training agreements, it does notThere is a day cancellation policy for the training however *** was past that
point when she requested the refundWe have attempted to contact *** for the past few weeks in regards to this inquiry but have been unsuccessful each time in reaching herWe are willing to discuss this situation and find a resolution however *** does need to get in touch with someone on our management teamPlease contact Erin M*** @ ***

As stated previously in the first response, the due date has been the same since *** joined. When we attempt to draft and there are no funds available on the date *** committed to pay, *** is assessed a late fee as stated clearly in the contract. This account has a pattern of insufficient funds that would have prevented any issues or late fees. If *** needs to move *** scheduled payment date because of *** income schedule or other reason, *** needs to contact us to do so to prevent further latenesses and fees.Noone changed the payment schedule

I'm not sure who Tracy is but she wasn’t even there or I didn’t talk to her the day of the incidentThe police was called because they (Eric) and (Maria) were clearly not listening to the real issue and they got mad when I said, "Obviously you all can’t do anything for me so I have to go above youWho is over you all?” Eric jumped to defense as he did the moment he sat down and wanted to know why I wanted to go over them and that it was nothing they could doI stated well, I know it’s someone over you and he tried to tell me I didn’t need to talk to anyone so yes, I got upset I continuously told them I did not want to talk to them and I wanted to talk to there boss and I wanted the number to their boss and he gave me the number to the collections agency and to the cancellation servicesSo did I get mad? Yes didThe police was called because I said I was not leaving until I got the number to their supervisorsWhen the police arrived I was standing at the front deskNo one was touched no one was hurt, they just wanted me gone because they didn’t have an answer to give me and they were dead wrongThe manager asked me to step into her office, No yelling and no screamingI asked, can I shut the door because I am upset and I don't want anyone to hear about this horrible serviceShe replied, "No but you can sit down!” I said, "Excuse me, thanks for the offer but no I’ll rather stand” and she said "Well, I'm not talking to you!” I said that's fine because there’s someone over you too and she said, "I'm the boss” I laughed and I said know your notShe then told me to leave again," I said no, I want the number to the man who runs the place and she said I’m going to call the policeI said, “Call them I haven't committed any crime, your mad because I want to talk to the head person of the companyShe sat there at her desk and called the police and acted as if she was being touredI walked away and WAITED for the policeWhen he got there we had a civilized conversation Eric said, "You have a problem, handle it with the Revdex.com” and I said, “I sure will” and walked out!I was not thrown out no nothingSo please, don’t act as if it was an uproar because it wasn’tYa’ll were wrong so own it.

The membership was a Hour Fitness that we acquired last June and we honored agreements they hadWe switched software in November and some members were not included and after we identified the problem we corrected the issue and notified the collection agencies

I apologize for the delay, and for the frustrations that our billing process has caused in this caseI have confirmed with my accounts manager that the full refund check of $was mailed out today (5/26/15)*** should receive it in the next few daysAgain, I apologize for the issues with
your training and account, and I assure you that the person in question is no longer employed by Gold's GymPlease let me know if there are any more questions or concerns with the accountThanks!

[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
I am satisfied with the respond from the businessbut I want to make a final statement clearI was giving an empty contract to readthe staff filled out the information after I had already signed the paper and handed my copyThis may need changed in order to avaoid future complaints.But Thanks for terminating my contract
Regards,
*** ***

At this facility, the only person employed here when this complaint was occurring with the name of Chris, was our Personal Training Director, who would not have been the proper contact for member transfer or cancellation. We have gone through all our notes on this complaint which boiled
down to not having the proper documentation in a timely manner to expedite her transfer and reduction of fees for her transfer. The membership has been fully cancelled for her and it appears her fiancé took the proper steps to have his fees reduced last month so he wouldn't be charged for her additionally any longer. We hope this answers your complaint. Lynn B***