Gold's Gym

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

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,
*** ***

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,
***

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.

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,
*** ***

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

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

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

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

[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,
*** ***

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

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,
*** ***

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

The person that is making this complaint is not the individual on the agreement*** *** called the facility unwilling to "discuss" her concernsShe screamed and demanded refunds and cancellation*** then called our billing company and conducted herself in the same mannerOnce again
*** called the facility this time speaking with me, the *** ***; after asking her several times to stop yelling and using extreme profanity, to no avail, I ended the callAs *** was told several times, we are willing to waive thr $fee as a one time courtesyPlease find *** notes on the account describing the phone calls that took place with *** ***

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

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

[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 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,
*** ***

*** *** 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. *** *** *** ***
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