Gold's Gym

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 have a problem with the way you all conduct business because the payment was taken out of my account on a day that I did not authorize and since I did not authorize it that's makes the actions you took illegalThe supervisor I spoke to said they have a 're-run system' that runs my card on different daysWhen I tried to bring up the fact that that is illegal and threatened to bring my lawyer Into this situation, he tried to rephrase and said that the contract states that golds gym may, upon written notice, change my monthly due dateAnd I also confirmed that when looking over the contract myselfBut I never received a written notice and *** never said they attempted to send one out. From my understanding the payment didn't process and I had until the next due date to bring the balance up to date, but before I could pay the late balance it was taken out if my account without my acknowledgementThis also happened before but I didn't think anything of it because I was informed the payment had processed the same day that I had called to make the payment over the phone
Regards,
***

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

To Whom it may concern, The rule of not dropping and/or slamming weights from overhead has been in place since we opened The only exception to that rule is when a member is under supervision of one of our coaches during an organized class We simply asked the member to not
drop the weights from overhead This is dangerous practice when done unsupervised for the member and for members around them This is a standard rule for all of our locations.Up until this incident we had not witnessed this particular member dropping from overhead, maybe it was being done without the staff being aware When our manager noticed, it was brought to her attention in a very polite way by our staff The member became very irate and began cussing, asked for her membership to be cancelled and stormed out of the gym.We simply complied with her request to cancel her membership which she was paying $19.99/mo Our membership structure is setup for pay as you go, so the member never paid for any gym usage beyond her cancelation request As outlined in her complaint she used the gym regularly and without issue up until this interaction so therefore there is no refund due

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 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,
*** ***

$was returned to his credit card on file ending in *** on 5/3/

Dear Ms*** ***,We would like to apologize for any inconvenience you may have experiencedPer the terms and conditions of your signed agreement, it is the sole responsibility of the member to ensure that all account information is up to dateAccording to your membership contract, any changes
in billing information need to be submitted days prior to the next draft dateThis ensures that a member's account is properly updated in time for their next draft, as it may take up to hours for the change to be reflected in our systemDue to the fact that your new credit card information was not provided to our facility until two days prior to your draft date, we are unable to offer you a refund at this time.Sincerely,Gold's Gym Fitness Alliance, LLC

I have offered to provide this customer with a copy of the agreement that she signed. She has declined. I have a copy of her signature with her bank card information on it. The customer was told her first 30-days were free of charge and that it would be a month after
that. This is what she agreed to and it is what she signed. We, in no way try to mislead people about our memberships.

Hello, I have reached out to the member *** by phone to try to resolve the issueI was not able to connect and I have not received a return call. I have attached to the previous email and also below the signed agreement that clearly states that the membership will renewThe member also stated that the they have been lied toThis is completely falseWe take accusations like this seriously and all members agree to the same membership terms and sign the same agreementI have also provided the contact notes in the previous email that show the effort on our part with phone calls to resolve this issue. We take our reputation very seriously and pride ourselves in being transparent in all our dealingsClearly in this case the process and communication failed and we will not take full responsibility after so many attempts to resolve thisHowever, we will not pursue the balanceWe intend to continue to strive for the best customer service and clear termsWe wish *** and *** the best. Thanks

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***.
The account has
been cancelled but I have yet to be refundedThe bank account linked to the golds gym account has been cancelled so I can accept a check with the same adress for the account
Regards,
*** ***

Thank you for sending us this member's concern. We have been in contact with this member. The member joined on 7/1/2016. As part of the agreement, the member agreed to the terms of the membership which includes the monthly fee and club enhancement fee, all part of
the membership. He later informed us via email on July 8, 2016 askng to cancel his membership acknowledging the day notice. We accepted his cancellation and notified him as such.
We have had a few email exchanges with the member clarifying this information for the member including providing the member a copy of his agreement. We might have given more consideration to the resolve had the member not negatively reviewed our company via social media with information that is not factual to the situation
In health,
Gold's Gym Kirkland

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
** *** of *** *** *** has provided removal of all charges and cancellation of my membership with golds gym retroactive to Aug31, He also informed me no notice had been filed with the credit bureaus and it is unwise to contact them at this pointThese are acceptable to meHis office, *** *** *** only had the inaccurate and information provided by Golds Gym ArboretumThe lack of response to my initial call he said he would addressI can understand oversights
I still have a major problem with Golds Gym Arboretum** *** actions at this stage could not alleviate the stress, fear, and frustration that Golds Gyms gross negligence had caused meI had a entry on my credit report years ago from a closed credit card of a business that had been closed several years when a telemarketer charged that closed account and listed it as delinquentThat prevented me from obtaining a loanIt took over months and the *** *** ** *** *** getting involved to remove it
At 2:Feb 7, I received a call from *** *** (sp?) who works for the owner of Golds Gym ArboretumShe asked if I was satisfied with *** *** (*** *** ***) handling of the situationI told her he handled his end. After reading the complaint he realized the fault was not with me and rescinded the charges, canceling the membershipI also imformed her I was totally dissatisfied with the way Golds maligned meI feel I was libeled and the stress and anxiety this caused was unnecessary and damaging. Golds on the other hand did nothing that a competent business should have done initially to correct the matterThey then refused to correspond with me or *** *** *** **Then after the collection letter arrived they still either disconnected when I asked for a manager or just said he wasn't inFor billing dept they gave me *** numberThey initiated no attempt to correct this matter and then blocked all attempts I madeGolds Gym Corp said they have no control over franchisesWhen I called the Ventura County DA dept that filed a class action again a Golds Gym said they had the same type of avoidance from Golds
I feel the fine print and continuing should be illegal and removed from all contractsEspecially as it is not prominently featured in their ads which go through the US MailThis is out right deception designed to initiate this type of "extortion". If it is advertised as months membership then it should end in months and not be a "fine print" lifetime commitment
If it happened to me; what will stop it from happening to another unsuspecting citizen?
At this point I believe Golds Gym Arboretum did willfully initiate this matter and purposely avoided any attempts at resolutionsI believe further investigation and even litigation may be necessary as much as I would rather avoid itI do no-one harm and just ask the sameIt is a pity that is not true of corporate America
Regards,
*** ***

When the member signed up for his membership, he was told that it was a month obligation and after the months it continues on a month to month until he chooses to cancelIt is in the contract he signed and initialed the day notice to cancelHowever, I did speak to this member and offered
him a day notice to cancel since he had just paid his 13thmonthHe seemed very happy that he got what he wanted and he was cancelledIt was not until I opened the complaint that he was indicating something differentI was under the impression it was resolvedI don't know what else I can doI can forward copies of his signed agreement showing he understood if you need them

[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,*** ***

*** *** came into Gold's Gym Arboretum inquiring about joining our club She
purchased a single membership from our "*** ***" *** ***, and she agreed to the terms of our transfer policy, which would allow the said member to join with $Enrollment and a monthly rate of for months Since *** was a member of another franchise (*** ***) she would not be billed with our franchise until *** *** were in receipt of monthly payments or surpassing days*** instructed *** to take the transfer paperwork to *** *** so everyone would be in proper communication regards to joining
Once we were notified that the member was not able to cancel her membership with *** *** Gold's Gym we immediately waived all monthly dues to until *** *** successful completed monthly drafts Since that time we have attempted to draft from a Bank account according to the agreement, which has not been with success The obligation of the terms ends11/9/ If this consumer has relocated miles outside of Gold's Gym ***, under the agreement signed, she has the ability to cancel her membership with a $relocation fee The new address should reflect a different address than what was used at the time of sign up
Gold's Gym settlement for this claim would be for the member to update banking information to satisfy balance, and I will waive all late fees that are pending for this membership. *** *** *** ***
--
*** ** *** ***

[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 ONLY if the refund is in total for the charges made which is $
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 belowThe representative is incorrect in assuming that ALL customers “ALWAYS” receive a tangible contract when signing up for the service In my situation, the person that I was working with, *** ***, was new to the company and did not give me a physical contract before I left, it was never in my handsWhile signing up, I had to rely on *** explanation of the contract, as the company uses an electronic form that is not readable for the customerBecause *** was new, the cancellation policy that we are currently in disagreement on was explained that because I already live over miles away, I will be able to cancel at any timeIt is not my job to analyze whether this policy makes “practical business sense,” but rather to determine whether the policies, as explained were acceptable to me So as the policies were explained, by Kevin, they were acceptableA month after I went into the gym to cancel my membership, I was notified by Mitchell G*** that my cancellation was not acceptedI had also called *** from Health Club Billing to inform her of the situation*** had advised me to go to the gym to talk with the manager.
When I went in to discuss my cancellation with the manager, *** Y***He admitted that *** was new and made an error in explaining the policy*** also agreed with me that because of this mistake made by a Gold’s Gym employee, I should be let out of the contract, as I had already requestedIn regards to the representative’s accusation of “attempting to defraud the company,” I am confused and insulted that a company with such a high turnover rate, low satisfaction rate, and high amount of legal disputes would allege me of such a ridiculous actionI’m not asking for any money, not taking money from the company, and only used the services that the company provides a total of four times.
In summary, the actions with Gold Gym Charlottesville have gone as follows:
-Signed up for Gold’s Gym on August 25th with *** *** where it was explained that because I live over miles away, I am able to cancel at any time, also was not given a physical contract-Went to the Gym a total of four times, sessions with Personal Trainer-Canceled Gym membership in person on September 23rd -Received an email from Mitchell G*** on October 29th telling me my cancellation was denied, the first time I had heard of any issue regarding this policy.
-Called *** from Health Club Billing LLC about the emails that I had been getting regarding my membership, telling her that I have tried to cancelShe told me to go to Gold’s Gym in person to resolve the issue-Went into Gold’s Gym on November 18th and talked with *** Yudowitch, the general manager of Gold’s Gym CharlottesvilleHe agreed that this was an error on their part and agreed with my cancellation- I have contacted the Revdex.com as well as the Attorney General of Virginia, where *** *** an investigator of regulatory problems is looking into the caseThe terms that the representative presents are not specific, and require that I pay for services that I had canceled three months agoThat would roughly be $of my money for a service that I had canceled within a month of joining and have not used I will pay a cancellation fee of $That is all I owe the company
Regards,
*** ***

Revdex.com spoke with *** from the company and he stated that he has extended to the consumers membership and has got the consumer a personal trainer

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
This was NOT the policy Gold's told us aboutWhen we signed up, (the monthly membership "dues" came out of MY checking accountSo I DO have a stake in this, and there were FIVE of us on this membership, NOT just ***...) the Gold's employees assured us there would be "NO PROBLEM" when the contract expiration time cameThen Gold's was made aware we would NOT be renewing, well in advance of the contract expiration, but quietly still charged a membership fee after expiration, and after letting us believe this was settledSeriously, when a contract expires, that's it, you're doneGold's wasn't providing any service to any of us anymore, we didn't even have access to the gym. I feel I'm going to have to lodge a complaint with Wisconsin consumer affairs as well, to get these undeserved charges removedThat manager can gloss over anything he wants, that fact remains that we were lied to, and that's NOT good businessHe can also check his records and find not one of us stepped foot in the gym after December
Regards,
*** ***

I signed up for a membership in September of At the time I signed up the person who was walking me through the process told me that I would be required to sign a year contractAt that time I asked if there was a cancellation fee and was told noI asked if I could cancel at any time without a penalty and was told yesI then asked why they would make me sign a year commitment if there was no penalty to cancel before and was told, "It's just something they do"My friend who was already a member at the gym was with me that day and even confirmed he was told the same information when he signed upI was also told that if I wanted to add tanning to my membership it would only be 5$ a month, so I went ahead and added itI never really took advantage of the tanning, but wasn't going to remove it in case I wanted to use it every once and awhileAfter the first of the year (2015) I went to the gym to work out and was told by the front desk attendant that tanning was raised from 5$ to 20$I asked them to remove the tanning from my membership at that timeAssuming that people do their jobs I never checked back in about this and figured my membership would be reduced by 5$ from then on outIn May I accepted a job that requires me to be in Virginia the majority of the timeSo I no longer use the gym in Harrisburg, PAAt some point my debit card was shut off due to my pin being stolen and I was given a new oneAt which point I received a letter in the mail from ABC Financial Services that I owed my monthly membership, a processing fee and a late fee (my dues were 31.50$, they were asking for 60$)At this point I tried contacting the GM who initially signed me upHowever, like most gyms and their horrible turnover rates, this gentleman was no longer availableI asked for the name of the new GM and proceeded to send him an email explaining my situationHe asked me for proof that I had moved which I could not provideMy sister lives in Virginia and I still have all my mail and information in PAThe job is temporary and I do not intend to fully move at this timeSo then he proceeded to tell me that I could either have someone take over my membership or I would be forced to buy out my own membershipWhich would mean I would have to pay every month that is left a total of 94$First of all let me back up for a secondWhen I originally signed up I was never given a copy of the contract until AFTER I signed itThe person who signed me up stood there behind a computer and TOLD me what I was signing forThen once I had already signed, a copy was printed out and sent with meI was also never told that I would be signing a contract with ABC Financial ServicesThis is key to understanding who you are dealing withWhen you sign a contact with Gold's Gym, you aren't agree to do business with them, you are agreeing to do business with ABC(I worked for LA Fitness and part of my job was to call people to let them know that they had missed a payment or that we did not have a current form of payment on fileHowever, if you missed a payment or did not pay, they didn't have some company come after you for missed membership fees while they stacked on "service fees" and "late fees"As soon as you decided you wanted to come back to the gym they just asked that you update your info and pay for that month.) Also let me remind you that I was told when I signed up I could cancel at any time without any penaltyI understand that I was then handed a contract that explained all this and shame on me for not reading itBut lets be honest here, who does? I expect that when I am dealing with someone who works for a business that you are doing your job to make sure I am fully aware of what I am signing up for and in toAlso let me remind you of the whole tanning situationThe entire time I was told I could not use the tanning unless I paid 20$ they never removed this from my account and I was still paying for itThe gentleman who is currently the GM at the Chambers Hill location did state that he could waive the fees I incurred since they never removed the tanningHowever, I then was confused as to how he had the power to override the fees but he couldn't override the fact that I didn't have proof I movedIf ABC controls every aspect of the agreement, I am not sure how he is able to pick and choose what he can and cannot do for meAt the end of the day I now either have to find someone to take over my membership or I have to go pay for a gym I no longer intend to use before my next due dateHe did state that they had some bad apples in the club that weren't doing their job correctly and they are trying to change things around and that is greatHowever, this still doesn't fix the fact that whomever you previously had working for you did NOT do their job and now I am stuck because of lofty information I was given because Gold's doesn't know how to train their staff correctlyI also had my sister sign up at this location and she was told the exact same thing as I was and now she doesn't use the gym anymore and is also stuck with this ridiculous membershipI typically do not stay in one place for more then a year and I hate committing to things when I don't know where I will be or what I will be doingSo had I known I was signing into a month commitment that I would have to pay a penalty for canceling early, I would have never done itSince they are incapable of doing their jobs I wanted to share my story so other people don't get stuck with this junk tooI have to say the new GM is doing his best to work with me, but honestly if you know you had a problem in the past, why wouldn't you try to work a little bit better with someone who is suffering the consequences of it now?

This is an account of events associated with complaint #*** lodged by *** ***
This member signed up for a membership with our facility on February 7, I have attached the contract that was signed by *** *** on this dateIf you look in the section immediately following
the type of membership that she signed up for, you will see a list of policies associated with the membershipThe fourth policy down is the Rate Guarantee Fee and it was initialed by the member acknowledging that she was aware of it when signing upI have also attached the freeze form she signed in April of The form states that her membership dues will freeze from June 1, through the end of November Her next dues date would be December 1, The time frame that Heather froze her account happened to fall in the same time frame that the Annual Rate Guarantee would be billed to herThe freeze is for the member’s monthly dues onlyA freeze does not negate the member from paying this annual fee.
This member is also complaining about our cancellation policy which is written in the contract as wellI have attached her cancellation notice along with the other documents listed aboveShe signed off agreeing to make her last payment on 10/01/I understand that her account is frozen, however, we can only cancel active membersJust because she is choosing to cancel her membership while her account is frozen does not mean that she will not be responsible for the 30-day notice and paying for her last month’s dues just as anyone else has to.
All documentation that is associated with this complaint is attachedWe are not able to refund accounts that were not wrongfully chargedShe never paid monthly dues while her account was frozen, and she is responsible for the annual fee as well as the cancellation fee
Thank you