Gold's Gym - Bellmore

That is our final offer. We are buying a used, damaged article, and feel this is fair and equitable.

Austin Shoe Hospital has acknowledged we made a irreversible mistake and dyed the boots the wrong color. I talked to the customer's representative today, [redacted], and we amicably agreed to a settlement. I explained to [redacted] our claim policy, which is to reimburse a customer 60-70% of...

original purchase price on any item that we have agreed is "ruined and unusable", and Austin Shoe Hospital eats the job and keeps the ruined article. Since all items we repair are used and damaged when we receive them, this depreciation process seems to be most sensible and fairest way to settle an unfortunate claim. Mr. [redacted] told me they paid $250.00-300.00 am[redacted]an dollars for the boots. I offered him $200.00 for the boots, which is 70% of original value, and he very agreeably accepted the offer. The next thing I know, I receive this Revdex.com claim. I do not understand the complaint and our offer still stands.  Respectfully, [redacted]Austin Shoe Hospital

Please bring the sandals back in for me to inspect so I can attempt to reglue the sole.  THANKS

Complaint: [redacted]
I am rejecting this response because: First of all, I was never informed that you keep the shoes you ruin. We were told Reimbursement, not buy out. They are different things. That's ridiculous, you damaged my property, said you would fix them, forgot about them for six months, pierced them and damaged them further and now you are telling me you keep the shoes for a measly 200? [redacted] was never informed of this, and was handed back the shoes and the claim form and was told REIMBURSEMENT, and never once was told you keep the shoes. Why would you give back the shoes and the claim form?  What kind of establishment are you running? If the person who handed over the claim form and the shoes was mistaken, and never told him the shoes would be returned, that is your company's fault, again. We were told by your employee we would be reimbursed, not bought out. I'm sorry you have exceptionally poor staff that causes you customers. I was only told we would be re-reimbursed.  This is property damage, I've done due diligence, we've been patient and understanding for six months and all it's gotten me is a pair of ruined shoes and a headache. If you can't keep the word offered by your company and I'm not refunded the 200 that was already offered by your staff, (read: refunded, not bought out) we will be looking into next steps to pursue a case of property damage to recoup my losses, and my time.    
Regards,
[redacted]

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.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:The response from Austin Shoe Hospital is incorrect. The areas that came loose were the areas that were loose when I brought the sandals in the first time.  They did not do a good job of regluing the soles, and they came off the first time I wore them.   They were NOT 'additional areas'!  They may or not have been glued (I suspect not) but the promise when they were dropped off was that the soles would be completely removed, sanded down, and reglued.  Apparently they did not do that.  And now they want more money to actually do the job.In addition to that, the repairman scared my wife enough that she reported it to me, something she has NEVER done before.    For details, see my Yelp review.  As to the difference in price, I had a quote from another shop to do the job for $20.  They proposed to remove the soles, sand everything down, and reglue.  I don't know why my wife went to Austin Shoe Hospital (turned out to be quite a mistake, didn't it?) and I don't know why the price quoted turns out not to be the price the home office thinks should have been charged, but if you look at the Yelp reviews, this is not unusual for this firm.  I want a refund. 
Regards,
[redacted]

I clearly told [redacted] that we would pay $200.00 for the ruined boots and I informed him that Austin Shoe Hospital would keep the boots. He fully understood this. Why would you want a pair of destroyed , ruined boots. Either they are ruined and unusable or they are not. If you now believe the boots are not ruined and you would like to continue wearing and using them, we would be glad to assess a damage fee for our mistake and you can keep the boots.  We are extremely sorry for our mishap and for any inconvenience we have caused. Please let me know how you would like to proceed.

Revdex.com: you realized you damaged them, right? When you damage them, you can't site damage as a factor in your reasoning and assessment and use that to try and make it seem like I deserve less. I didn't damage them, you didm not to mention the extra damage such as piercing the right shoe with a large safety pin, so thanks for somehow further destroy them. It is not a fair offer, your company is not reputable and I can see why your company has so many poor yelp reviews. I wish [redacted] had read them before trusting your company to do its job. If you are going to be unreasonable then I guess I will settle for 200 reimbursement for my damaged shoes as you clearly aren't going to do the right thing.  Can't say I'm suprised. We will never use your company again,  and neither will anyone we know. Thanks for ruining my shoes and refusing to take  responsibility 
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Please reopen this complaint.  The vendor is not complying with the agreement you negotiated for me. The original complaint: My wife had the soles of a pair of my Teva sandals reglued. They charged $20 for the service. The first time I wore them the sole came loose again. When she returned the sandals for re-gluing, the clerk accused her of bringing in ANOTHER PAIR OF SANDALS! Then he refused to repair them or refund the $20. Go away was his response. The shoemaker is once again refusing to either repair my sandals, or refund the money.  Now he wants an additional $15 or he won't fix them.  I demand either repaired sandals, or my money back! Their response: Please bring the sandals back in for me to inspect so I can attempt to reglue the sole. Today, my wife got a call from the shop. They will not repair the sandals, unless she pays an additional $15.  I told her to just get a refund. The shoe repair guy replied that they don't do refunds.  So, I would like to reopen the complaint, please.    On another topic, he was extremely rude and abusive to my wife.  Her comment was "Maybe you should just forget the sandals. This guy is capable of dusting them with arsenic."  Based on that, I do not want the sandals repaired, I think.  And the repairman should be fired. [redacted]

Austin Shoe Hospital cemented several loose areas of both sandals for $19.95. The customer brought the shoes back and many additional areas were loose. Most of these are new areas that we never touched or glued. I informed the customer that since new areas continue to come loose we need to peel the entire sole off of both and reglue the entire sole or this will continue to happen. This job is normally $35.00/pair , so I offered to do the entire job for the additional $15.00. We are only charging the customer what should have been done in the first place, but we cannot always predict this sort of thing. I feel this is more than fair as we are redoing all the areas we glued again for free, even though they are still intact. This is all we can do and is our final offer. THANKS

Complaint: [redacted]
I am rejecting this response because:  That is untrue as right after this message went in a person called asking for the boots back so I ask why would that happen if you told [redacted] the boots would be kept?   You are lying it is clear. Five minutes after the previous complaint went in [redacted] got a call saying that you needed the shies back, why would you even give them back if you told us they would be kept? Caught in a lie. I want to  e reimbursement because you ruined my property. The shoes that left were not the shoes that went in, and they even came out with further damage. We will be opening another complaint about the lying as [redacted] was clear as day handed the claim form, and the shoes and was told he would be reimbursed. I've also contacted my lawyer who recommended I contact the attorney general, which I have done. Your company damaged property, lied about how we would be reimbursed, was caught in the lie, and you still continue to refuse to fix it, has anyone ever heard of customer service? I want to be reimbursed as your compay said we would do  for the product you  destoyed. Also, expect a call from [redacted] about the lie you have been caught in.
Regards,
[redacted]

I have called the customer and am handling the issue directly. The issue should be cleared up within the next week or so.Respectfully,
[redacted]PresidentAustin Shoe Hospital

Review: I cancelled my gym membership in November 2015, which gold's gym received my fed ex package of cancellation on 11/**/15. I already paid on 11/*/15 my Monthly fee for November which is fine. But then in December they billed me after my cancellation for the $39.90 monthly fee plus billed me another $39 for their Membership fee. I called the gym to complain and nothing was done. Then again in January 2016 I was billed another $39.00 . I again called the gym spoke to Cindy I billing and she confirmed the cancellation and would mail me a check for the charges I was wrongly billed for. It is now March [redacted] 2016 and still no check. I call the gym to talk to Cindy and they never let you talk to her and use excuses everytime she is not available, out at lunch, just left but meanwhile each time I call during her working hours 10-2. THen I said I want to talk to Glen the owner they said I can not he can't help me with this. No one there will help me or call me back.Desired Settlement: I would please like my check for the billings they did after my cancellation as they told me early February they would send out and never did . THank you for your help on this matter.

Business

Response:

Thank you for your letter and for bringing this to our attention. We are mailing the refund check for $118.80 out today and will be addressing the issue of phone calls not being forwarded to either myself or my co-worker [redacted].We apologize for any inconvenience this may have caused and work hard to keep our members and even our ex members content.

Review: I went into Gold’s gym to sign up for personal training sessions and was told by [redacted] that he wanted me to sign a contract and it was company policy. After I informed him I was not comfortable with that and that I wanted to try it out first before I committed to something that was completely new to me he told me "Don’t worry about it I will rip it up" He also told me that I can see how my first month went and if I didn’t like it he would terminate my contract. He looked me dead in the face and told me that “I am an honest guy and I do not lie to my clients” So I went against my better judgment and I trusted him and signed the paper. I paid in full for my first month of training sessions and throughout the month my trainer was late to my sessions and cancelled on me several times. I even had a free session given to me due to the trainer making me run on the treadmill for almost 45 minutes while he sat in his office talking to someone else. I was handed a free Gatorade and was apologized to several times by [redacted] and his boss. I even have a saved voicemail apologizing to me and promising it would not happen again. The entire month was very unprofessional and mike promised me that due to his employees actions I could cancel at any time. I was even offered a new trainer and I have a saved voicemail from [redacted] saying that he was sorry for the unprofessionalism of his employee. I thought the way [redacted] handled everything was great I just felt that this was not the right place for me. There would even be other clients waiting for me to finish my session so they can start theirs due the trainers lateness. It just got progressively worse as the month went on and I was very unhappy with the services. Even though I was unhappy I continued to train because I already paid for the month but I could not wait for it to be over. There were also many customer complaints on the website as well.

After attempting to speak with [redacted] on several occasions he completely became a different person and was constantly lying to me and telling me I signed a contract and I was screwed. I even brought up everything he promised me and the fact that he would terminate the contract at any time but all he said was “he is trying to run a business” and if I wanted to cancel I should of cancelled after a few days which is not what he told me in the beginning. I tried to speak amicably with him but it was not going anywhere so I decided to contact the Revdex.com. I could not understand how a local business could get away with lying and manipulating people into signing up for something and not giving them the services that they paid forDesired Settlement: I would like my contract to be terminated which was promised to me in the beginning

Business

Response:

This is in response to the above mentioned complaint. To clear things up it has nothing to do with Golds Gym, this is an issue with the Personal Training Business within Golds Gym.

The time frame is as follows

5/**/13 [redacted] signed his personal training contract. He was informed of what he was signing and if he didn't like the training and if he didn’t want to continue he was told by that me could cancel within 3 days and I would " rip up his contract"

HE NEVER CANCELLED HIS CONTRACT

6/**/13-Voice mail from [redacted] saying that his wallet was stolen and he canceled is credit card...

6/**/13- follow up call was made (still no credit card info was given)

7/**/13-phone call from [redacted] saying to call him back about his credit card info.

..

7/**/13-Voice mail from [redacted] saying that I didn’t need to call him back but there were charges on his CC and the reason why I haven't got his new Card info was because they were closing out the disputes and it should be an another couple of weeks then he should have his card info. He asked for a temp card and they said no... so he has wait another couple of weeks and then he would give me the new credit card info...(I have this voicemail saved)

7/**/13 another follow up call was made (still no credit card info was given)

9/**/13-Voice mail from [redacted] saying that he wanted to cancel his training.

To defend my self from [redacted]’s accusations first of all I am an honest guy, I never lied to [redacted]. The fact is, is that he changed his mind and he didn't want to continue training or pay for the sessions. .

In response to the comments of the Trainer being late, I did approach the trainer and made it clear it was unacceptable. We try to make sure that we stay on time for all sessions and book them properly but when another client runs late it throws everything off unfortunately. Due to the fact the [redacted] was a new client as a courtesy I gave him a Gatorade at no charge and said sorry. I

also offered him a complimentary session to make up for it. I told [redacted] that at anytime he didn't like his trainer he could of call me and I would place him with different trainer, but he never did.

According to my trainer there were many times that [redacted] had to reschedule and cancel his training sessions as well he even told him numerous times that he enjoyed working with him and talked about future workouts.

I made many attempts to right this situation and [redacted] chose to become verbally abusive. His wife even called me to work it out

The fact is [redacted] signed up for a six months of personal training.

If needed I can supply you with a copy of his signed contract.

Thank you,

Fitness Results, [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I was told that if I was not happy with the services that my contract would be terminated. [redacted] never told me anything about 3 days. I paid for my first month in full and was told I could not get a refund so even though I was not happy with the services I had to finish out my month. Why would I continue to do business with [redacted] from Golds Gym when he lied to me,spoke very rude to me and threatened me on multiple occasions. Why would a customer pay for terrible customer service and after being lied to continue to pay for services that are not what was promised. [redacted] keeps brining up the contract well does the contract state that its ok to give your customers bad customer service and that your personal trainer will be late to your sessions, cancel on you multiple times and not give you a full hour of your 60 minute session? I don't think that contract states that even if the customer is not happy with the services and is being lied to they have to continue to do business with them! This is why I no longer wanted to train with [redacted] from Golds Gym because of the way they treat their customers

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

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

Sincerely,