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Gold's Gym Kirkland

11133 120th Ave NE, Kirkland, Washington, United States, 98033-5021

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Reviews Health Club Gold's Gym Kirkland

Gold's Gym Kirkland Reviews (%countItem)

Beware of their evil marketing practices. Once you give them your phone number as part of their free trial membership, you will be perpetually harassed by receiving marketing text messages with no ability to stop them.

History: In February, my husband and I have decided to move out of Kirkland, so I contacted the owner Craig and Training manager Sean to discussed my cancellation options. That's when owner Craig and Sean told me the sessions purchased are nonrefundable; however, they agreed over the phone that they will allow transferring of my sessions to my brother if I can't finish using them before end of my membership in mid-April.
Before my membership expires, my brother *** tries to schedule sessions with trainers several times, but get no response from the trainer. We have all text messages to prove that our request were intentionally ignored. When he finally were able to catch Sean in person, he was told my sessions are expired and it's non-transferable and because I cancelled my membership, they can't extend my the expiration date and sessions are no longer available.

First of all, when I signed up for personal training, I was never verbally told my sessions will expire in 6 months. The contract was shown on a tiny little screen and we were never given a physical copy of the contract.

In addition, Sean signed me up for auto-pay, but never told me it was actually auto-charge, not auto-pay. I got charge every month for classes expire in 6 months and more than I can use. There are only a few trainers, so often the trainers are not available to train on days/times we're available, I have proof showing my trainer cancel on me several times due to conflict or even out for a month! There's no backup, no transition to other trainers when an assigned trainer is unavailable.

Thirdly, when I talked to Sean and Craig and let them know I'll be leaving in April, none of them mention that my sessions will expire and disappear with my membership. They lied about the ability to transfer my unused sessions to my brother, so when I leave, it's free money for them. They don't need to pay the trainer to train my brother.

Gold's Gym Kirkland Response • Jun 17, 2019

Thank you for forwarding this inquiry on to us. We have been in communication with the member about this issue. The member is not satisfied with the accommodation we have offered.

The member signed up for small group partner sessions with another member. Per her agreement which is emailed to her at the time she signed up, clearly states that the sessions are non-transferable, non-refundable and have an expiration time frame. This agreement requires signature and initials of the terms. We have provided the member another copy of her signed agreement as well. While we do not allow for transferring, we offered to extend the expiration date of the sessions for her to use if she wants to continue her membership. We would look to put her into a small group training group to finish the sessions should she want to continue her membership. Extending the expiration for a few months is the solution we have offered her so she may use the small group training sessions. Please let us know if you need any further information with regards to inquiry.

In health,

Gold's Gym Kirkland

Customer Response • Jun 18, 2019

Complaint: ***

I am rejecting this response because:

I never received a copy of the contract when I sign-up. Please show proof that a copy of the contract was e-mailed or email to me when I sign-up back in May, 2018. Secondly, the contract was shown on a tiny screen with shown just the signature box. The screen and font is so small that it is not possible for anyone to read the terms on the screen, misleading, and purposely hide important information from the signer. Thirdly, the contract terms are conflicting. For example, they set an expiration date on all the sessions charged, but their trainers are often unavailable for member to even schedule the sessions. My trainer was mostly unavailable in days I'm available, making it impossible to even use the sessions I purchased *See text message attached. This proof that GOLD's gym makes it extremely difficult for their member to use the sessions they purchased and claims the sessions had expired based on contract.

In addition, GOLD's gym KIRKLAND demands me to reactivate my membership in order to allow me to use my remaining sessions. Activating membership will cost hundreds of dollars of activation fee, in addition, a monthly club fee will be charged on top of the activation fee. They are asking me want me to spend another hundreds of dollars in order to use the sessions I should have been able to use and completed only if their trainers were available and management hasn't lied about the ability to transfer my sessions before my exit.

How am I supposed to use my sessions before it expires when trainers are so difficult to book and often unavailable? In addition, I'm not going to pay another hundreds of dollars to GOLD's gym in order to use sessions they owed. I demand immediate refund of the unused sessions.

Sincerely

Gold's Gym Kirkland Response • Jun 19, 2019

We have provided the solution for use of the personal training sessions. One thing to not is that the member purchased small group training sessions which were/are to be trained in a group session and not one v one personal training. They were to be coordinated with the member that was to train with her as well. We have already offered multiple times to extend the expiration date of the sessions so that solves the members concern on that point. We have not asked the member to rejoin with any initiation fees. This is not something we were asked by the member nor did we share with the member. We have to assume the member is making this point for some other reason. The member may continue her membership at the monthly dues she was at while being a member. Lastly, should the member continue her membership, we will coordinate her training sessions with our Fitness Manager. Any sessions trained will others per the small group sessions she purchased. The member bough the sessions and has the opportunity to use the sessions should she continue on as a member. Regards.

Customer Response • Jun 20, 2019

Complaint: ***

I am rejecting this response because:

We would not spend another dollar on Gold's gym membership, especially after the fact that I've spent thousands of dollars on personal training and what I've received was poor services, deceiving information, and lies. There's no way I will pay another penny to these people.

I demand immediate refund of me and my husband's unused personal training classes.

Sincerely

Per the request of my gym contract I sent Gold's gym an email reguarding my request for cancellation November 2018. When I did not receive a response I sent another email in December 2018 specifically requesting confirmation of my cancellation but still no response so I contacted my bank and was advised to claim the card as compromised since they never responded to my request and continued to take payment after the 30 day notice. They have continued to contact me through automated phone calls and emails demanding payment or I will be sent to collections. I do not wish to do business with them especially since they don't seem to respond when you try to cancel your membership. Please help me resolve this issue and stop them from harassing me after I asked them to terminate my membership

Customer Response • Mar 11, 2019

After filing a complaint with Revdex.com and contacting golds gym via email for a third time I finally received a response. They found my previous email from November 18, 2018 and they agreed to reimburse me for the two payments taken out of my account after I had requested my membership be cancelled. Once I recieve the payment, I assume via check, I will consider the matter resolved.Thank you for your assistance.Sincerely

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Address: 11133 120th Ave NE, Kirkland, Washington, United States, 98033-5021

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