Gold's Gym

On 1/5/ [redacted] entered into a Personal Training contract with Gold's Gym as part of his participation in the Gold's Gym Challenge (copy of contract enclosed)Our facility offered threedifferent programing options that would give the member entry into the contest (copy of presentation sheet enclosed)All prospective challenge participants were presented with threeoptions to enter the competitionThe "Bronze" level did not include any training servicesMr*** opted for training services and was made part of the competitionThe prizes were to be awarded to the top three contestants from each age group for each gender as set forth in the Gold's Gym Challenge Official Rules (enclosed, original can be found at: http://www.goldsgym.com/challenge-2015/ )The Official Rules also clearly outline that there were two parts to the challengeIn order to be considered for the National Contest prizes an individual must win on a local levelMr [redacted] did see great results and as such received positive encouragement from our staffHe was not chosen as a local winner; therefore, was not considered for placement in the National ContestWe can not make promises to any challenge contestant regarding placement on a national levelPlease also find enclosed a copy of The Gold's Gym Challenge Official Entry Form as well as a publicity releaseThese are the additional forms that Mr [redacted] signed when he entered the competitionIn addition, Mr***' before and after pictures are enclosed along with pictures of the first and second place male winners in the 18-age group and the overall male winnerAs you can see these contestants had much more dramatic transformations and as such were selected as winnersThis is the type of transformation that the judges are looking for when deciding who toselect as the national winners.The reason free training was offered to Mr [redacted] is because he told us that our gym offered no follow through on our part regarding the challengeThe employee (Brad) who had been in charge of managing the challenge participants ended his employment with us after the conclusion of the challengeMr [redacted] led me to believe that no one had taken his final measurements or picturesAfter further research, I found that we do have record of his final measurements and picturesMr [redacted] himself states in his complaint that Brad, in fact did do what was promised at the end of the challengeMr [redacted] was made a part of the local judging process; however, he was not selected as a local winner and therefore was not made part of the national judging process.Mr [redacted] utilized his training services and saw great resultsHis service contract discloses the length of time that he was committing to a training program as well as our policies regarding refunds of such servicesHe entered into this contract out of his own free will and we provided what he paid for; there,we feel no refund should be given.Melinda L, General Manager

When I signed up for a month contract I was told that could suspend the contract and make no payment when returned to school When I signed up for a month contract I was told that could suspend the contract and make no payments when I returned to College because my college has a full gym I have spoken to the paramount billing (they do the billing for golds gym) on multiple occasions concerning this issueBefore I signed the contract, I verified with both golds gym and paramount that I could suspend my contract while I was attending schoolNow they are saying that I cannot suspend my contractIt is not my fault that the people I spoke with did not understand there policiesI want my contract to be suspended with no payment required for the months of August September October and November of or cancel the contract completely

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , 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, [redacted]

Please see the attached documents We attempted to contact Mr [redacted] 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 [redacted] is not due any refund Thank you, [redacted] Owner Goold's Gym Charlottesville

Hi [redacted] Please find Response to Complaint and other supporting documents attached herein: We've also included it in this email ID # [redacted] Today’s Date: 6/2/15Date of Complaint: 5/22/15Complainant: [redacted] )Respondent: (Golds Gym Alexandria)ISSUE: Billing or Collection In response to the above mentioned claim, we have attached the following documents for your review: Membership Agreement Billing History Member Chehistory Personal Training Service Usage Records Personal Training Agreement The Complainant, [redacted] , herein referred to as ‘customer’ signed a Membership Agreement that indicates she would not be billed for 3months, hence (free 3months) The customer only paid enrollment and processing fee amounting to $ The Membership Agreement also highlights how the “Automatic Renewal Program” works, wherein the customer has initialed (see Membership Agreement) The customer now agrees that all of this was correct in its processing, but did not want to come in to gym to cancel her “Automatic Renewal ”, which caused her to be billed in May Even though, the Membership Agreement clearly states, “ Renewal terms may be cancelled at any time provided a 30-day written notice is delivered to the club’s address ” we offered the option for her to prepare a certified document as an alternative and she refused The customer finally agreed to 30-day written notice and as a courtesy we canceled the Membership Agreement immediately, so customer would not incur additional chargesThe customer claims she was uncomfortable with her original trainer and switched to female On February 28, 2014, the original trainer informed customer via text that he would not be able to trainer her and to ask for another trainer who would be waiting for her The customer agreed and met with the first new trainer That evening the customer texted the original trainer the following comment, “ Man I missed ya today!” The original trainer, assuming customer was referring to his training style, asked, “ was Brien that bad??” The customer, said he was nice but she didn’t feel challenged The customer commented, “He was easy on me You’re a freaken rockin trainer I really appreciate you challenging and pushing me ” The original trainer continued to train customer for several months until June when he decided to put her with another trainer because customer was either late or no showed too often for his schedule When customer contacted us regarding her claim, we reviewed all the text conversations between the customer and her original trainer and discovered they were quite friendly with each other in conversation The customer spoke of her personal life, including her boyfriend on her own accord and made remarks such as “..my hot trainer ” After this review, its quite clear to us why the customer did not mention this a year ago, as she made comments that completely contradict her claim of being uncomfortable with the trainer, and that other staff was harassing her DAs such, her comments are slanderous and liable The customer worked with new trainer for sessions until July 2014, sporadicallyHowever the customer wrote that this trainer (female) was doing a good job so we’re not sure why she discontinued The customer was on a 6x per month, which required her to train 2x per week 2x per month and 1x per week 2x per month However, customer only showed up once or twice per month totaling sessions Customer gave written praise about her female trainer, but stopped training a month a later With several sessions left over to use, the customer discontinued training and started coming to the gym by herself for approximately 3months, once or twice a month until the end of October without issue or complaint The customer did not return to the gym thereafter which has been over 6-months when customer was billed in May (see Service Usage Docs.) The customer has made a refund request in the amount of $2, The customer’s Membership and Personal Training contract do not even amount to this much if you add them together In addition, the customer used more than ½ of her personal training sessions and allowed the rest of her sessions to expire out for non-usage We cannot refund membership fees or expired personal training sessionsThe customer is responsible for the terms of the agreements as they readRather she attended the club or not is irrelevant All of our members pay fees rather they attend the gym or not And we certainly cannot refund customer based on accusations against our staff made year later, especially when the customer herself made comments to her original trainer of a personal nature The customer never mentioned any issue or concern with Gold’s or its service until customer was billed in May By her own admission, that lit the fire The customer also continued to attend the gym with a new trainer and on her own well after her original trainer (see chedocument)Golds Gym Alexandria

[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 Administratively Resolved] Complaint: [redacted] I am rejecting this response because: There was a verbal agreement here that the business has blatantly disregarded as "he said, she said" - despite the fact that that employee has been terminatedI highly doubt that they reached out to that individual over this caseAt any rate, I have spoken with other gyms in the area and they have told me that my experience was not uniqueI would like to note that I was never given a hard copy (or soft copy for that matter) of the agreement, so having days to change my mind about incomplete information is a bogus fall back for the companyIt is unfortunate that in this day in age, when there's so much competition, that this company couldn't see it fit to do the right thing Regards, [redacted] ***

Revdex.com: I was able to resolve this is problem with Gold's Gym directlyThey did a very good job resolving the issue

Complaint: [redacted] I am rejecting this response because: I don't care about your "misstatements." I relied on Gold's Gym's statements at the time Sincerely, [redacted]

Dear Ms [redacted] , We would like to apologize for any inconvenience you may have experiencedWe have reviewed your account and have corrected the error made by member servicesAs of today, your past due balance has been waived and your account has been removed from collectionsYou will not owe any future dues and all collection calls will cease and desist Sincerely, Gold's Gym Fitness Alliance, LLC

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me After numerous phone calls and emails the issue has been resolved Below is a copy of the email I received from representatives for Golds Gym Dear ***, I do apologize for the inconvenience this may have caused youYour account has been set to cancel with nothing further dueYou will have club access until 05/01/Sincerely, [redacted]

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below In June, my fiance was still charged for the membership It would appear this has not been taken care of, as he is still being charged and has not been refunded The proper documentation has been provided three times to this Gold's location, starting in January The people that I have spoke with, both Chris and Wendy said that they would take care of things It is not my responsibility as a guest at this gym to know who handles what If Wendy and Chris told me that they would handle the cancellation, then I would believe it is being taken care of I would have no reason to think otherwiseIf the gym is saying that this has been refunded and the cancellation has been processed, I would like a document showing that (the refund processed and cancellation processed) This has been going on too long to assume it has been completed, as I have been told on numerous occasions it had been taken care of Regards, [redacted]

[A default letter is provided here which indicates that the business has not responded to you directly.? If you wish, you may update it before sending it.] Revdex.com: At this time, I have not been contacted by Golds Gym? regarding complaint ID [redacted] Regards, [redacted] ***

Initial Business Response / [redacted] (1000, 6, 2015/10/30) */ Contact Name and Title: Christopher [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @crumptruck.com I am very sorry that [redacted] cannot be counted in our growing list of satisfied customersI take any customer complaint seriously As such, I have undertaken a thorough investigation of the case, including a review of all supporting documentation, interviews of all personnel who interacted with [redacted] and her assistant, as well as personnel who performed the requested operations on ***'s claw foot bathtub The tub was brought to our facility at [redacted] E [redacted] Springfield on 10/05/ [redacted] brought an assistant with her to help unload the tub [redacted] asked us to sandblast the underneath (outer) surface of the tub and the feet, then powder coat the sandblasted surfaces glossy whiteThis is a common procedure for claw foot bathtub restoration and we have had great success with tubs in the past and expect nothing but more success in the futureProduction was completed on 10/08/and ***'s assistant picked up the tub and feet on 10/09/On 10/22/ [redacted] called and spoke with Darren [redacted] (general manager) and stated that she thinks she received a different bathtub than the one she dropped off and was going to file a formal complaint with Revdex.com but did not specifically ask for any redress To explore ***'s assertion that she received a different bathtub, we began by searching our records to see if any other bathtubs were processed at our facility close to the time that hers was here to rule out the possibility of two customer tubs being inadvertently swappedWe did not find any, and this was supported by interviewing the production personnel who said there were no other bathtubs in our possession while ***'s tub was here As for the possibility of intentional swapping, I can think of absolutely no motivation that we would have to do thatWe are not in the business of selling bathtubs and don't need oneThere is diligent oversight of this operation so an attempt to swap out a bathtub by an employee is highly unlikelyWhat would someone gain from it? I would think very little if anythingWe have a multi year history with the employees involved and have never experienced anything underhanded from themThey are upstanding citizens who are making their way in life responsibly The bathtub, as received, was stated by one employee to have a rusty, rough cast underneath sideSometimes there are areas of deep rust in older metal and when the rust is removed down to clean metal, pits may be observedThe profile of the sandblasted metal may have a different overall appearance than anticipated due to years of rusting As for chipped porcelain, I asked the production personnel if our stringent requirements for handling customer property were followedI was shown the precautions that were taken to protect the porcelain surfaces from damage during unloading, loading, and during sandblasting and coating stepsI was assured by our employees that the tub was never dropped or otherwise impacted or abused while in our possessionI am confident that the utmost care was takenAnything that may have happened after it left our facility is beyond our control After reviewing the circumstances, I am extremely confident that the bathtub [redacted] dropped off is the same one that was picked upBut, if the quality of our work is unsatisfactory, I will refund all of what she paid which is $ Christopher [redacted] Financial Manager Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/11/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will accept the refundI was led to believe the outside finish would be much smoother and color would be more even lookingI still believe the damage on the inside of the tub was done during the sandblasting processIn the future I will be sure to document both before and after photosUnfortunately I do not have before photos [redacted]

Hello- Ms [redacted] joined the gym on on a paid in full year membership and used the facility for the first few months.? She is, at the time, outside of the three day recession period to received a refund on her payment.? However, we have reached out to the member via phone to see if we might assist her in any other way Thank you

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

[redacted] 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 [redacted] was past that point when she requested the refundWe have attempted to contact [redacted] 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 [redacted] does need to get in touch with someone on our management teamPlease contact Erin M [redacted] @ [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint Sent: Tuesday, February 13, 11:AM Subject: Complaint ID: [redacted] The propose that Gold’s Gym gave us did not satisfy us, because our letter was sent in April and they never answer us, they continue charging us all that time and now they want to charge us with a cancellation fee of USD -- [redacted]

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 [redacted] 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:At this time, I have not been contacted by Gold's Gym regarding complaint ID [redacted] .Sincerely, [redacted]

? I have looked in our system for any combination of names I could find, but I cannot find a [redacted] 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?