Gold's Gym

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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: [email protected]
Regards,
*** ***

In regard to case #1***, I have refunded the disputed amount of $159.96, and apologize for any confusionI found the e-mail fom *** in my spam folder for some reason, so it was my faultPlease let me know
if you need anything else from meThanks!

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

I have already done what the customer has asked. Not sure why he filed this

Dear Ms***,We would like to apologize for any inconvenience you may have experiencedThe details of your complaint have been forwarded to our Area ManagerPlease respond to this message so we are able to offer you a follow up response and hopefully reach a
resolution.Sincerely,Gold's Gym Fitness Alliance, LLC

*** *** signed up on June 7, for a month couple membership. There were lines to be signed and are signed by this member in their contract. Each area was explained, including dues, duration of agreement, option to cancel for relocation, option to cancel once agreement is
fulfilled, pool addendum and credit card signature. At this time, there is no reason to break or cancel this contract. Members have full written agreement as well. They had days to read it fully and object or cancel. Member also came to club and stated to Wendy W***, that she had somewhere else "free" to workout and that was her reason for desiring to cancelThat is not a legitimate reason either to break contract.Lynn B***
GM

Hello,I have looked into the membership and the account has been cancelledThe cancellation was processed on 4/14/

Dear Mr***,
We would like to apologize for any inconvenience you may have experiencedIf you have spoken to the General Manager of your gym and have agreed on a settlement for your account, then you may resolve this at the gym level
Sincerely,
Gold's Gym Fitness Alliance, LLC

Member did not cancel until after the trial ended. Per the terms of the trial agreement, which was explained in full at the time of signing, after the trial ends the membership is active and the start up fee/first month is charged if a cancellation notice is not sent. We will, however,
cancel the membership going forward and waive any back dues owed on the account

August 16,2017To whom it may concern,In response to the complaint submitted 10: *** *** Joined Golds's Gym of Twin Falls March 13,Before *** signed her membership agreement she was alloweda free trial pass as well as a consultation with one of our personal trainers*** was also
given a tour through the facility soshe knew everything that was available to her as a gym member.Attached is follow up in regards to her getting her membership started and her knowing what it entailed the notes state shewas excited about both the membership and the personal training.michael Fon 3/8/17@ 10:AM Call- Left Message- mentioned getting her message of wanting to change her appt toearlier in the daysaid to just give me a call back and we could confirm a good time togethermichael Fon 3/13/17@ 10:37AM Missed Guest Foll#1, Outcome: Call- Scheduled Appointment- asked how shefelt and what her thoughts were from the weekendshe said "well! I think ill do it I" coming in to sign up tomorrow!michael Fon 3/16/17@ 6:PM Member Foll#1, Outcome: Call- Spoke- meeting with jeff on saturday getting setup for training, loving the gym and no complaints or question ..michael Fon 3/28/17@ 5:PM Member Foll#2, Outcome: Call- Spoke- fixed her account happier than ever!*** *** was followed up after her membership and there were no issuesAlso included is her membership agreement aswell as her personal training agreementIn our notes for her personal training program *** mentioned it was important toher to stay healthy and lose a few pounds she wanted guidance and education on how to safely use the equipment in thegym.The daughter began calling in about the personal training on June 5, saying there was a problem and her mom didnot know what she was getting herself intoWe did agree to relieve *** *** of her personal training agreement obligationwith a $cancellation fee as a courtesy.When our front desk associate took the check, she posted the transaction to an expired membership that *** *** had ininstead of her current membershipThe front desk associate also took the physical check put it in the till for deposit andhit the on-account charge button instead of checking accountOn account charge will draft the amountIt did take someinvestigating to find this charge as it was not on her membership it was on an expired membershipHowever, we did find theerror eventuallyWe wrote a $check to *** *** on 8/15/If *** *** is truly un-happy with her membership shemay come in and cancel with no other feesThere will need to be a day notice given at our front desk, and the accountmust be currentI have also attached the notes from both of her accounts and the time and day that we attempted to contacther in this matter.I do want to state that *** *** was not tricked, or forced into a membership or personal trainingWe have followed up withher every step of the wayThe double charge was an honest mistake by a front desk employee that we have refunded.Thank You!Jodi P***Regional Sales DirectorGold's Gym Idaho208-219-3236***@goldsgymidaho.com Please see attachments

I have been a long time member at this location and pay my fee on timeRecently due to some unfortunate situation I made a request to freeze my account and followed all the procedures that the manager at this location asked me to do, but there was not response to my action and they kept charging my account , since I made the freeze request I have been charged at least twice, they don't don't keep proper documentation and does not seem to take customer queries or requests seriously, I called two times about my CC being charged twice even though I followed the policy as stated by manager and acknowledged the emails they sent but they never call and when I call they say they will call me the day after but never call and I again called and still the same responseThis looks like a scam to me charging me despite I am eligible for freeze account situation

He was always late paying his membershipWe waived his late fee at least one time for himWe do not want his membership any more

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
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 otherwise.If 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,
*** ***

Revdex.com, After reading the statement from the customer I cant help but point the following. All military members are told when they join that we will waive the $cancellation fee when they leave. This is never an issue as we have many military members. Mr*** is no
acception we gladly waived his cancellation fee of $58. The only issue he is having is failure to understand the cancellation policy. I have a signed cancellation form on file for him on 5/13/2015. Therefore he would be responsible for his 6/7/payment. We charged him this payment and the card was declined times. In addition, I waived his $in late fees. I feel that I acted in accordance to our policy and in being more then fair to the customer by waiving $

Dear Ms***,
We would like to apologize for any inconvenience you may have experiencedAs of today, the expiration date has been removed from your sessions and you will have access to all services paid forThere is no set period of time within which you need to use your sessions and you
will be able to use them at your leisure
Sincerely,
Gold's Gym Fitness Alliance, LLC

Hello,In regards to the complaint from *** ***, I want to reiterate what has already been explained to him by our regional managerHe has a signed, month contract with Gold's GymI have attached this contract to my response, including the Terms & Conditions page which clearly states
our cancellation policiesHe did not quote our contract correctlyThe contract actually states: "Consumer's right to cancellation: You may cancel this contract without any penalty or further obligation by causing a written notice of your cancellation to be delivered in person or post-marked by certified or registered United States Mail WITHIN THREE (3) BUSINESS DAYS OF THE DATE OF THIS CONTRACT OR THE DATE OF YOUR RECEIPT TO THE ADDRESS SPECIFIED IN THIS CONTRACT."*** did not include the part that states *within three business days*Thus, his attempt to cancel has been deniedThere was no misleading of the contract, as it ALSO continue to include further cancellation terms and conditionsPlease refer to the contract I have attached for even more detail.There is nothing further to be done, until *** ***'s contract expires on September 14th, and his last payment is paid.Thank you

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 feesNoone changed the payment schedule

[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 as Answered]
Complaint: ***
I am rejecting this response because:You did not address my complaint that the postcard contained NO mention of the extra enrollment feeIt was not until we went to the gym to sign up were we notified that the deal was $per month AND a one-time $enrollment fee. I feel like this was a "bait-and-switch" adEven including the annualized fee the savings were approx $per month.This is not an honest adSince you can't/won't adjust my enrollment, I must insist that you include mention of the annual fee next time you send out your postcards with your "special" offer
Regards,
*** ***

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 understand a call to inquire about cancellation is not cancellationThe phone call was simply to inquire about how to go about canceling the membershipIf I was given accurate information, I would have given a 30-day noticeI am fine with paying any fees that I may be responsible forIt is unfortunate that I had to file a complaint with the Revdex.com just to get a response from management which I was told I would receive when I visited the gym on 2/3/to cancel my membershipI am requesting a breakdown of the charges to my credit card for January ($***), and March ($***)Can you explain which portion of the charge was for the membership fee and which portion of the charge was for the late fees? The monthly membership fee was $*** and I was told that my last charge would be $*** on 2/20/Can you also provide an explanation for that? Lastly, I would greatly appreciate a confirmation that my cancellation was properly processed so that I will not have to have further interaction with Gold's Gym - *** ***Thanks.
Regards,
*** ***

Dear Ms***,We would like to apologize for any inconvenience you may have experiencedAlthough your husband was a "family add on" and he was attached to your billing, you are still required to update his billing information and submit a separate request to cancel the membershipYour
accounts were not separated, but rather they must be treated as soPer the terms and conditions of your signed agreement, it is the member's sole responsibility to ensure that all billing information is accurate and up to dateThis includes family add ons and any other accounts that use the same billing information.Sincerely,Gold's Gym Fitness Alliance, LLC