Gold's Gym Aerobics & Fitness

Initial Business Response /* (1000, 5, 2016/06/21) */
We do not have the same name under that account number, please clarify name so I can address the issue correctly.
Initial Consumer Rebuttal /* (3000, 7, 2016/06/22) */
(The consumer indicated he/she DID NOT accept the response from the...

business.)
[redacted]
Final Consumer Response /* (4200, 18, 2016/07/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes [redacted], I've left my number twice on your answering machine, I would love to resole this please feel free to call me back at the number I left you.
Thanks
Final Business Response /* (4000, 20, 2016/07/08) */
We agreed that REMSA will write the bill off 100%. You will receive a letter by 7/15/2016 reflecting that agreement. A return call will not be made by the quality supervisor but a summary of the call with me on 7/8/16 will be discussed with the supervisor.
[redacted]

Initial Business Response /* (1000, 5, 2018/01/08) */
Issue is received and it will take a few days for a response.
Please let me know if you want a phone call or if you want all correspondence only to be written. We would like to resolve this quickly and of course, our intent is never to...

embarrass anyone or for them not to receive care.
[redacted]
Final Business Response /* (1000, 8, 2018/01/10) */
Hello,
I understand that you have spoken to the supervisor and resolution was obtained. If you do not agree, please let me know and I am happy to follow up here.
thank you!
[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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

Thomas H[redacted] called from the business he stated that when Mrs. [redacted] came in to Gold's Gym she brought in a coupon and her son was added at no addition charge and also give 3 months free. Mr. H[redacted] stated that the location being complained about is the location with the pool and Mrs. [redacted]...

should have been aware that the location closed at 8 pm. She was given paperwork at the time of signing up for the membership stating the location and hours. Mr. H[redacted] stated that the manager of the location being complaint about reached out to Mrs. [redacted] and discussed everything. That after further investigation it was brought to there attention that the conversation being brought up was between a couple of coworkers and had nothing to do with Mrs. [redacted]. The lights were turned off because the workers didn't realize anyone was in the locker rooms once they realized someone was in there they turned the lights back on. Mrs. [redacted] came into the [redacted] location a couple more times after the incident happened. It wasn't until June 12th that it was brought to Mr. H[redacted] attention that she wished to cancel her contract. Mr. H[redacted] stated that since she was outside of the 3 day grace period to cancel her contract he shouldn't have because its against the business policy but he went ahead and canceled Mrs. [redacted]s contract at no cost to her. He stated that no refund will be issued because that is out of his control. Mr. H[redacted] stated that Mrs. [redacted] will received no further contact from the business or any billing.

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.
The claims the company made in their response are inaccurate and false.  As I stated in the emails on numerous occasions, I did provide the relocation proof.  I provided that to the club, which is what I was instructed by [redacted] to do.  I dropped this paperwork off at the front desk in an envelope.  I did not notice that the draft was not cancelled until I reconciled my statements a couple months later.  At that time I called [redacted].  [redacted] instructed me that they hadn't received any paperwork to cancel.  They did not tell me that it had to go through them.  When I asked how to stop the draft, they informed me they could not do that as it was too late in the cycle and to contact the club directly.  I did contact the club on multiple occasions trying to resolve this matter.  It was not until I sent the initial email to the manager that I recieved a return phone call.  At that time, [redacted], the billing manager assured me that there would be no draft taken out, but in order to do that she would need to process a freeze on the account so that it didn't come out immediately.  [redacted] then told me that due to my hardships regarding this situation that she would take care of the cancellation procedures after the freeze was placed on the account.  I gave her my new address over the phone and questioned any fees that would need to be paid.  She explained that I would be charged a relocation processing fee, which I agreed to.  She never told me to send in any proof or to contact [redacted] at all. I noticed the draft coming out again in January.  I decided to contact the club directly, however, due to the difficulty getting a response 6 months prior I emailed the manager directly explaining the situation.  He did not offer help or concern, he stated that I didn't do what I should have.  When trying to explain that I did what [redacted] and his representative told me to do, he failed to acknowledge that as a possibility. He also quoted notes from [redacted] from my August call, which he represents differently in the response made to this complaint.   I tried on multiple occasions to find out what needed to be done.  I provided the information I needed to provide.  I contacted [redacted] directly, who told me to contact the club.  The disconnect between the financial company, the representatives at the club and the manager is not something I should have to suffer for ast the customer.  
Regards,
[redacted]

This case is in regards to a relocation cancellation request and the member failing to provide valid proof of relocation. The relocation cancellation policy is stated in the membership agreement. Documentation shows that this information was explained to the member during her initial request to...

cancel and a couple more times thereafter.We have [redacted] two documents showing two separate dialogues. One, between the Fitness Consultant and member. The other, between the General Manager and member. The member failed to provide proof of relocation on both occasions.[redacted] Financial is our billing company. [redacted] handles all relocation cancellation requests. [redacted] will document the date and time of the phone call, the reason for the phone call, and the result of the phone call whenever they are speaking to one of our members. This is what was documented: "member called in stating she was laid off from her job yesterday and she cant afford to have her draft come out on the 28th and that she want to cancel informed member of cancellations process and procedure member asked if she could freeze her membership informed member to contact the club in regards to freezing her membership"This conversation resulted in a six month freeze, also waiving our $10 per month freeze fee.There is no record of a cancellation request afterwards, other than the member's accusations, stating that her account should have been terminated.Based on the emails, there have been many attempts to help resolve this matter; however, the member refused to provide valid proof of relocation.

This case is in regards to a relocation cancellation request and the member failing to provide valid proof of relocation. The relocation cancellation policy is stated in the membership agreement. Documentation shows that this information was explained to the member during her initial request to...

cancel and a couple more times thereafter.We have [redacted] two documents showing two separate dialogues. One, between the Fitness Consultant and member. The other, between the General Manager and member. 
The member failed to provide proof of relocation on both occasions.
[redacted] Financial is our billing company. [redacted] handles all relocation cancellation requests. [redacted] will document the date and time of the phone call, the reason for the phone call, and the result of the phone call whenever they are speaking to one of our members. This is what was documented:
"member called in stating she was laid off from her job yesterday and she cant afford to have her draft come out on the 28th and that she want to cancel informed member of cancellations process and procedure member asked if she could freeze her membership informed member to contact the club in regards to freezing her membership"
This conversation resulted in a six month freeze, also waiving our $10 per month freeze fee.
There is no record of a cancellation request afterwards, other than the member's accusations, stating that her account should have been terminated.
Based on the emails, there have been many attempts to help resolve this matter; however, the member refused to provide valid proof of relocation.

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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
I submitted a complaint against GoldsGym, I deny their resolution because no one contacted me to let me know they denied my request. Furthermore, when I inquired Tim R[redacted] whether my cancelation was in process, he replied that it was and led me to believe that it would be canceled. He had every opportunity to inform me that my request was denied and yet they charge my card another membership fee. This is unethical and not how you conduct business I want a refund and for them to not ever charge me my card again[redacted]

Mismanaged cancellation for family. Request for refund totaling $89.97 has been sent to billing company, Taft Financial 09/04/2015. Once refund confirmation is received, we will confirm with [redacted] as soon as possible.

This case is regarding Relocation Cancellation. The member submitted proof of relocation; however it was not sufficient enough by our standards set in the membership agreement. The cancel request was denied. Our billing company has notified the member via email and a phone call to inform her that...

the request has been denied and why.  The Relocation Cancellation policy is clearly stated in each member's membership agreement. We hold each member justly to these standards as they too agreed to it upon signing up.  This member has still chosen not to provide us with valid proof of relocation. We will reach out to her again in hopes of resolving this and bettering her experience.

Revdex.com spoke with [redacted] from the business. This account has been cancelled.

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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
I submitted a complaint against Golds
Gym, I deny their resolution because no one contacted me to let me know they denied my request. Furthermore, when I inquired Tim R[redacted] whether my cancelation was in process, he replied that it was and led me to believe that it would be canceled. He had every opportunity to inform me that my request was denied and yet they charge my card another membership fee. This is unethical and not how you conduct business I want a refund and for them to not ever charge me my card again
[redacted]

[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 [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[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.The claims the company made in their response are inaccurate and false.  As I stated in the emails on numerous occasions, I did provide the relocation proof.  I provided that to the club, which is what I was instructed by [redacted] to do.  I dropped this paperwork off at the front desk in an envelope.  I did not notice that the draft was not cancelled until I reconciled my statements a couple months later.  At that time I called [redacted].  [redacted] instructed me that they hadn't received any paperwork to cancel.  They did not tell me that it had to go through them.  When I asked how to stop the draft, they informed me they could not do that as it was too late in the cycle and to contact the club directly.  
I did contact the club on multiple occasions trying to resolve this matter.  It was not until I sent the initial email to the manager that I recieved a return phone call.  At that time, [redacted], the billing manager assured me that there would be no draft taken out, but in order to do that she would need to process a freeze on the account so that it didn't come out immediately.  [redacted] then told me that due to my hardships regarding this situation that she would take care of the cancellation procedures after the freeze was placed on the account.  I gave her my new address over the phone and questioned any fees that would need to be paid.  She explained that I would be charged a relocation processing fee, which I agreed to.  She never told me to send in any proof or to contact [redacted] at all.
 
I noticed the draft coming out again in January.  I decided to contact the club directly, however, due to the difficulty getting a response 6 months prior I emailed the manager directly explaining the situation.  He did not offer help or concern, he stated that I didn't do what I should have.  When trying to explain that I did what [redacted] and his representative told me to do, he failed to acknowledge that as a possibility. He also quoted notes from [redacted] from my August call, which he represents differently in the response made to this complaint.  
 
I tried on multiple occasions to find out what needed to be done.  I provided the information I needed to provide.  I contacted [redacted] directly, who told me to contact the club.  The disconnect between the financial company, the representatives at the club and the manager is not something I should have to suffer for ast the customer.  
Regards,
[redacted]

This is confirmation that the 7 day VIP membership account has been closed without any penalty towards collections. We will contact the member today as well via phone and/or email for additional confirmation.

This case is regarding Relocation Cancellation. The member submitted proof of relocation; however it was not sufficient enough by our standards set in the membership agreement. The cancel request was denied. Our billing company has notified the member via email and a phone call to inform her that...

the request has been denied and why. 
 The Relocation Cancellation policy is clearly stated in each member's membership agreement. We hold each member justly to these standards as they too agreed to it upon signing up. 
 
This member has still chosen not to provide us with valid proof of relocation. We will reach out to her again in hopes of resolving this and bettering her experience.

This case concerns a member, requesting to cancel her membership. The member agreed to the membership fees, gym policies, and term dates (see attached membership agreement). Our membership agreement states, specifically our cancellation policies and procedures. This member was informed of our...

cancellation policies and procedures. This member claims she has been misled but that does not change the fact that there is written documentation, that both parties, Gold's Gym Westend and this member, agreed upon the membership agreement terms. 
Tim M[redacted] - General Manager, personally review the membership agreement with all of the new members I assist in joining the gym. I do this consistently and fluently. The price to pay for falsely misleading or forging an agreement on another person's behalf is not ethical, nor worth it to me. Just because this member wants to send multiple emails, claiming we misled her; it does not change the fact that there is written documentation stating our policies and guidelines which were agreed to by both parties. The member is responsible for agreeing to these terms, bottom line.

Review: I signed up for a membership in April 2013. I received a call from Gold's Gym third party biller and informed the representative that I was no longer able to keep the membership due to my job having me commute to multiple locations. The representative stated she would make a note on the account and would charge the $50 termination fee and no further billing would take place. Since this phone conversation I have had several transactions post to my credit card account that I did not authorize. I have contacted the gym and the billing company and have not received any responses. The transactions are as follows: May 17, 2013 - $67.99 ; June 17, 2013 - $37.99 ; July - NO CHARGES ; August 19, 2013 - $57.49 ; September 17, 2013 - $57.49. I did not authorize anything after May 2013.Desired Settlement: I would like my card refunded in the amount of $152.97 which are the charges for June - September.

Business

Response:

September 25, 2013

Review: I turned in all needed paperwork to cancel my memebership as I was instructed. Then I was told to call the financial service they work with. The financial service told me to call the club back. No one returned my calls for over a week. I emailed the manager at that time. He never responded but the staff returned my call. They told me they would make an exception due to my relocation and that I said I dropped off paperwork by freezing my account, not charging me the fee and then processing my cancellation. They never processed my cancellation so I was charged a total of 148 dollars due to their failure to provide the service and information they are supposed to

I contacted the management via email after numerous phone calls. He did respond to my email but it wasn't very pleasant or apologetic.Desired Settlement: I expect to be refunded the amount for the months of June, July, Jan and Feb totaling $148.

Business

Response:

This case is in regards to a relocation cancellation request and the member failing to provide valid proof of relocation. The relocation cancellation policy is stated in the membership agreement. Documentation shows that this information was explained to the member during her initial request to cancel and a couple more times thereafter.We have [redacted] two documents showing two separate dialogues. One, between the Fitness Consultant and member. The other, between the General Manager and member. The member failed to provide proof of relocation on both occasions.[redacted] Financial is our billing company. [redacted] handles all relocation cancellation requests. [redacted] will document the date and time of the phone call, the reason for the phone call, and the result of the phone call whenever they are speaking to one of our members. This is what was documented: "member called in stating she was laid off from her job yesterday and she cant afford to have her draft come out on the 28th and that she want to cancel informed member of cancellations process and procedure member asked if she could freeze her membership informed member to contact the club in regards to freezing her membership"This conversation resulted in a six month freeze, also waiving our $10 per month freeze fee.There is no record of a cancellation request afterwards, other than the member's accusations, stating that her account should have been terminated.Based on the emails, there have been many attempts to help resolve this matter; however, the member refused to provide valid proof of relocation.

Consumer

Response:

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.

The claims the company made in their response are inaccurate and false. As I stated in the emails on numerous occasions, I did provide the relocation proof. I provided that to the club, which is what I was instructed by [redacted] to do. I dropped this paperwork off at the front desk in an envelope. I did not notice that the draft was not cancelled until I reconciled my statements a couple months later. At that time I called [redacted] instructed me that they hadn't received any paperwork to cancel. They did not tell me that it had to go through them. When I asked how to stop the draft, they informed me they could not do that as it was too late in the cycle and to contact the club directly. I did contact the club on multiple occasions trying to resolve this matter. It was not until I sent the initial email to the manager that I recieved a return phone call. At that time, [redacted], the billing manager assured me that there would be no draft taken out, but in order to do that she would need to process a freeze on the account so that it didn't come out immediately. [redacted] then told me that due to my hardships regarding this situation that she would take care of the cancellation procedures after the freeze was placed on the account. I gave her my new address over the phone and questioned any fees that would need to be paid. She explained that I would be charged a relocation processing fee, which I agreed to. She never told me to send in any proof or to contact [redacted] at all. I noticed the draft coming out again in January. I decided to contact the club directly, however, due to the difficulty getting a response 6 months prior I emailed the manager directly explaining the situation. He did not offer help or concern, he stated that I didn't do what I should have. When trying to explain that I did what [redacted] and his representative told me to do, he failed to acknowledge that as a possibility. He also quoted notes from [redacted] from my August call, which he represents differently in the response made to this complaint. I tried on multiple occasions to find out what needed to be done. I provided the information I needed to provide. I contacted [redacted] directly, who told me to contact the club. The disconnect between the financial company, the representatives at the club and the manager is not something I should have to suffer for ast the customer.

Regards,

Review: On March 18th, I went into Gold's Gym to request a trial membership. I spoke with an employee named Samuel and we had an initial consultation. Samuel made an attempt to sell my friend and I a regular membership. We both told him we weren't interested in signing up for a membership at the time and we would like to test the equipment out before making a membership decision. At that point Samuel proceeded to explain the benefits of the gym and asked for credit/debit card information. Once he mentioned payment information, my friend and I were about to leave (as we made it clear we did not want to sign up for a membership at the time). As we were about to leave, Samuel explained that he was not signing us up for a membership and asking for credit/debit card information was all part of the process for enrolling for a trial membership. Again, we explained to Samuel that we weren't comfortable with providing that information. At that point, Samuel informed us that he was not allowed to proceed unless he had a credit/debit card information and proceeded with entering a fake credit card number into his system.

After this process, I proceeded to use the gym until the trial period was over (I was told I had 7 days). I decided not to proceed with a membership. Over the past 2 weeks, I have been receiving emails from [redacted] services (debt collection service) notifying me of a past due payment amount. I immediately contacted Golds Gym to resolve the issue. Samuel informed me that he was working to resolve the issue and he will contact me once everything is taken care of. Samuel never contacted me. I called [redacted] services this week and nothing was resolved. I called Golds gym and left a message for Samuel and he never returned my phone call.Desired Settlement: To interact with [redacted] services and resolve this issue immediately and cancel the membership service. Time is of the essence since this is an effort to collect a debt and I can't afford this to affect my credit in any way whatsoever.

Business

Response:

This is confirmation that the 7 day VIP membership account has been closed without any penalty towards collections. We will contact the member today as well via phone and/or email for additional confirmation.

Consumer

Response:

[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.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,