This is in response to the claim that [redacted]'s Membership has been " Unresolved" which is not accurate. This issue was actually resolved and closed on our end back in January 2017. We are unsure as to why now, 6 months after she was canceled, and offered a partial refund; she is wanting a refund for a non refundable service she purchased back in 2012. On more than one occasion, she was told that we would not be refunding her. She purchased Personal Training Sessions at her own discretion. If she was Ill prior to entering the Gym, that is not the responsibility of Gold's Gym . Nor do we assume liability of that. However, we have canceled her membership back in January of 2017. We also agreed to refund her a portion of her dues payments as a courtesy, It does appear that the Revdex.com already has a copy of Ms. [redacted]'s Member Agreement, where she did sign and acknowledge the Hold Harmless Agreement on her contract, as well as sign and date the contract which clearly states that no refunds are given for non use. This issue was resolved a long time ago on our end. And below are the details of the refund. It does appear that Ms. [redacted] was confused about her refund, and contacted our billing company to let them know that she thought she was charged instead of refunded. Which is not the case. details are listed below. We have closed this case on our end. Any other questions please let me know, we are happy to provide copies of Signed receipts of the charges Ms. [redacted] Authorized when she joined Gold's Gym as well as the Personal Training Contract that she signed for. 01/23/2017 [redacted]:REFUND 87.58 AND CANCEL SNJ 01/24/2017 02:15 PM RVH REVERSAL A/R HOLD UPDATE VSW 01/24/2017 02:15 PM [redacted] REFUND Ref#: [redacted] VSW 01/24/2017 02:15 PM [redacted] Reversal Amt: 87.58 RELEASED VSW 01/24/2017 02:15 PM RVP REVERSAL PROCESSED VSW 01/24/2017 [redacted] Reversal Amt: 87.58 REFUND VSW 05/15/2017 01:07 PM DFT CALLING REGARDING A BILLING ISSUE PDJ 05/15/2017 01:07 PM CR1 First Customer Call PDJ 05/15/2017 [redacted] MEMB ADV SHE WAS CHARGED ON HER STATEMEN PDJ 05/15/2017 [redacted] T INSTEAD OF REFUNDED
We are currently reviewing all written correspondence and files regarding this claim. We will respond to this complaint in it's entirety within the next 10 business days.
This is in response to [redacted]'s Claims made. [redacted] came into the gym to freeze her membership originally in October 2015, then she Unfroze it in January 2016. In February 2016 she came in to reset her freeze again, which ended in August. ( Attached is the freeze form that was signed by [redacted]) Then her account fell past due in September, ABC Financial who is our billing company ( their information can be found on the original member agreement which is also attached) attempted to reach [redacted] about her past due balance many times.
I have provided a call detail log as well as all actions taken by ABC Financial to reach [redacted] to clear up her past due balance. Late letters were also sent out via US Mail.
She claims she called me 3 times to cancel, I'm not sure who she contacted, however, the problem is, according to the Member Agreement, all cancellation requests must be done in writing, NOT over the phone. Leaving a voicemail to cancel a gym membership is not sufficient. I understand her frustration, She did email me on 11/2 and I did not respond for 8 days, however I was out due to Illness, and attached you will find all email correspondence, as you can see I responded to her on 11/10, then I received 5 emails from [redacted] on a Saturday, ( 11/12) in addition to a few voice mails the same day, which is not a business day, my voicemail also clearly states our business office is closed on the weekends. I replied to her email and phone calls the following Business Day, which was Monday 11/14 * This is also attached. I provided [redacted] with a copy of her freeze form, and explained that she was past due from September and that was why she was receiving calls over the past few months. The conversation went no where quickly, [redacted] claimed to smear the reputation of Gold's Gym on all social media sites as well as with the Revdex.com, and insisted in her emails that the " customer is always right"
I explained to her that she would want to carefully review her contract before taking such action against Golds Gym. Especially considering we were dealing with a delinquent account and a signed member agreement accepting the financial obligation made to Gold's Gym, including the acknowledgement of our Policy of Cancellation and the Membership Plan etc.
** Furthermore, on November 15th, [redacted] went into the Issaquah Gym and filled out a cancellation form at the front desk, with Chad B[redacted] who is our General Manager, she also paid the September dues of $70.08 to settle her account. I assumed she was aware since she paid the balance we requested her to pay and filled out the cancellation form she knew that it would be canceled since that is what was asked of her to do.
Once again, This confirms that the account has been paid, as we requested by the member, we have canceled her membership at her request and we waived her past due balance. All supporting Documents are attached to confirm this. I am unclear as to what further action needs to be taken. I have provided all requested information in the attachments in this response.
Her claims of Calling prior to November did not cancel her account. Even if she did call in October, it was not canceled because there was a past due balance and we did not have written notice from her. We have a 3 step voicemail system, I have a direct line and all phone calls that are left are emailed to me directly each day as well as the verbal message on my phone. Going back and forth over attempted phone calls does not change the fact that calling and leaving a voicemail does not cancel your gym membership, as our policy clearly states.
Thank you,
Melissa
Gold's Gym Northwest
Member Services Manager
Complaint: [redacted]I am rejecting this response because: Melissa is still not responding to the complaint I made with the Revdex.com. I paid the money. That is not the issue. In my compaint to the Revdex.com I never mention that I wanted money back. I even called to apologize for my anger with Melissa on the 28th. Melissa has never once said... "I'm sorry it took me so long to get back to you." "I'm sorry you feel like you couldn't get any help." "I'm sorry that my delayed response caused more billing on your account." This is the first she told me about why she didn't respond to my calls or e-mails. My calls were angry because no one was helping me. No one was listening.
I repeatedly told them that I had moved and had circumstances that prevented me from coming into the gym. I repeatedly asked how I was supposed to cancel when I couldn't be present in the gym. So I will repeat my complaint. Gold's gym needs to indicate what their system is for clients who do not come into the gym to cancel? How are they going to educate their employees on how to provide a form to it's members to sign WHEN THEY CAN"T OR DON"T WANT TO SPEND THE TIME to come into the gym. How are they going to make that form electronically available? I assure you none of the employees at the gym knew how this was supposed to happen. They kept sending me to member services.... Well member services wasn't responding to me. That's all I knew. I never asked to cancel over the phone. I was always fine with sending a form.... I just could never get anyone to help me get the form. They told me that it was at the front counter. Well that's great, except I couldn't get to their front counter.
My complaint is that they are purposefully making it difficult for people to quit for monetary gain by keeping them under contract. Why can't it be like anything else... the garbage bill, the water bill, the energy bill. Why can't I simply call golds gym, say I need to cancel, have them SEND ME A FORM TO SIGN, that can be faxed back the same day? Why increase the difficulty... I'll tell you why $$$$. They want to collect more fees and make it difficult to quit so they can get money from people who aren't using the gym. The fact that they require 10 days for your cancellation to become effective is more evidence that they delay accessibility to cancellations. I'm sure many people go in the day before their billing cycle to cancel their membership and are surprised they are going to have to pay for another month because of the 10 day window that is required to cancel the membership. The company of Gold's gym has policies in place to create hidden means of collecting fees. I'm speaking for unsuspecting current members other than myself.
This response from Melissa is just more of the same. The customer is always right is meant that you are supposed to be there to help them through things when they need help. Not making them an automatic enemy when they get frustrated with lack of help. I felt like I was being manipulated not helped. That would make anyone angry.
Thank you for a copy of the contract. Wish I'd had it a month ago.
Hello,
This is in response to the complaint reference # [redacted], made by [redacted]
** Please accept our response to the complaint filed. We had to gather up all information concerning this member and had to contact different locations to do so.
This issue has been considered closed on our...
end, attached you will find all documents signed by the member, acknowledging his Personal Training agreement,
There are also 10 pages of notes, documenting email communication with the member carefully explaining to him that we can only go by the agreement that he signed.
He claims that he had a verbal agreement with one our personal trainers here, which is not the case.
We let this member cancel early due to his dissatisfaction, however, he still has an open and active membership with Gold’s Gym and continues to work out regularly.
We also refunded him for the July payment as a courtesy to try and work with him.
Thank you for your consideration in this matter. We have all documentation proving that Gold’s Gym has tried to continue to provide excellent customer service for this member
and we had thought this issue was resolved as of July.
Thank you,
MELISSA | MEMBER SERVICES
GOLD'S GYM NORTHWEST | BOTHELL-REDMOND-ISSAQUAH
T [redacted] | [redacted]@goldsgymnw.com
Complaint: [redacted]I am rejecting this response because: Unfortunately this continues to be a case of poor communication from Golds Gym. Melissa repeatedly has not responded to my requests. She never returned my calls, though I made 3 of them. I don't believe she reads her e-mails completely or listens to her phone messages. Admittedly that may have been difficult considering how my anger escalated. I have apologized to Melissa for that. However, she has not addressed the main points of my complaint to the Revdex.com.
1. I received a copy of a form I signed to put my membership on hold in the Spring of 2016. I have never received a copy of the form I signed at the time I JOINED Golds Gym. This was the form they quoted in order to threaten to send me to collections if I didn't pay the $70. That is why I paid. Not because I felt like the issue had been resolved. I would still like to receive a copy of the original forms I signed when I joined. Considering that is what they used to say I was in a legal and binding contract, I feel like I have a legal right to receive a copy.
2. I made multiple attempts to contact Melissa in order to get a copy of the form I needed to sign to quit. I was repeatedly told by my home gym that member services took care of remote cancellations. I could not come into the gym. I do not feel the issue is resolved until Golds Gym explains how they are going to make it possible for someone to contact the gym, say they want to quit, receive a copy of the form that needs to be signed and faxed or e-mailed back all within the same day. It took me several weeks which put me into another billing cycle. Deliberate roadblocks to quitting make me believe they make it difficult to quit in order to collect fees from people who no longer wish or cannot use the gym. I also feel it is dishonest to require 10 days notice before the billing cycle to quit. I don't understand why someone can't cancel the day before the billing cycle and not be charge for that billing cycle. Gold's gym already has last months membership fees. 10 days notice is overkill and other industries do not require it. Once again it's just a ruse to collect additional membership fees.
3. The Manager at the home gym did give me a copy of my cancellation request and a receipt for 0 balance.
In the end this was never about the money. It was about poor communication, money collecting policies, and poor customer service from Gold's Gym.
Sincerely,[redacted]
Hello,
This is in response to the Complaint ID #[redacted] for [redacted].
Attached you will find a copy of the Training Agreement Signed and acknowledged by the above member.
Please take special note on the agreement where it says “ I understand that these sessions are non refundable and...
I have received a copy of this agreement”
Next to this statement, you will find the Members Initials acknowledging there are no refunds pass the 3 day rescission period .
These sessions are non refundable and non transferrable according to the attached signed agreement.
We believe Ms [redacted] is attempting to claim she was pushed into this as a way to retaliate against our General Manager.
**We have several inappropriate emails from this Member to our General Manager at all hours of the night. Attempting to create a personal relationship outside of the gym with him. She has been very persistent and is not taking NO for an answer.
These emails are available for review upon request. I would suggest not publicly posting them on your website however..
Ms [redacted] was told on more than one occasion to please stop contacting the General Manager of the Gym regarding personal relationships. He was very clear and told her more than once that he does not date Members of our Gym.
We believe this is an unfounded claim. We wish this to be closed immediately so we do not have to pursue further action.
Thank you,
MELISSA | MEMBER SERVICES MANAGER
GOLD'S GYM NORTHWEST | BOTHELL-REDMOND-ISSAQUAH
T 425.486.4715 | [email protected]
We have resolved this issue with the member. She was provided a copy of her agreement she signed, as well as the freeze form she filled out on site at the gym. We consider this matter closed on our end, Ms. [redacted]'s Membership was canceled and we settled the past due balance with her for $70.08 which...
she paid a few weeks ago. We are closing this file on our end and have canceled the account and left the member in Good Standing with Gold's Gym. To verify this, please contact the consumer directly as I'm sure she will attest to this as well. This case has been resolved and closed on our end.
Thank you,
Melissa O[redacted]
Gold's Gym Northwest
Member Services Manager
[redacted] [email protected]
This is in response to the claim that [redacted]'s Membership has been " Unresolved" which is not accurate. This issue was actually resolved and closed on our end back in January 2017. We are unsure as to why now, 6 months after she was canceled, and offered a partial refund; she is wanting a refund for a non refundable service she purchased back in 2012. On more than one occasion, she was told that we would not be refunding her. She purchased Personal Training Sessions at her own discretion. If she was Ill prior to entering the Gym, that is not the responsibility of Gold's Gym . Nor do we assume liability of that. However, we have canceled her membership back in January of 2017. We also agreed to refund her a portion of her dues payments as a courtesy, It does appear that the Revdex.com already has a copy of Ms. [redacted]'s Member Agreement, where she did sign and acknowledge the Hold Harmless Agreement on her contract, as well as sign and date the contract which clearly states that no refunds are given for non use. This issue was resolved a long time ago on our end. And below are the details of the refund. It does appear that Ms. [redacted] was confused about her refund, and contacted our billing company to let them know that she thought she was charged instead of refunded. Which is not the case. details are listed below. We have closed this case on our end. Any other questions please let me know, we are happy to provide copies of Signed receipts of the charges Ms. [redacted] Authorized when she joined Gold's Gym as well as the Personal Training Contract that she signed for. 01/23/2017 [redacted]:REFUND 87.58 AND CANCEL SNJ 01/24/2017 02:15 PM RVH REVERSAL A/R HOLD UPDATE VSW 01/24/2017 02:15 PM [redacted] REFUND Ref#: [redacted] VSW 01/24/2017 02:15 PM [redacted] Reversal Amt: 87.58 RELEASED VSW 01/24/2017 02:15 PM RVP REVERSAL PROCESSED VSW 01/24/2017 [redacted] Reversal Amt: 87.58 REFUND VSW 05/15/2017 01:07 PM DFT CALLING REGARDING A BILLING ISSUE PDJ 05/15/2017 01:07 PM CR1 First Customer Call PDJ 05/15/2017 [redacted] MEMB ADV SHE WAS CHARGED ON HER STATEMEN PDJ 05/15/2017 [redacted] T INSTEAD OF REFUNDED
We are currently reviewing all written correspondence and files regarding this claim. We will respond to this complaint in it's entirety within the next 10 business days.
This is in response to [redacted]'s Claims made. [redacted] came into the gym to freeze her membership originally in October 2015, then she Unfroze it in January 2016. In February 2016 she came in to reset her freeze again, which ended in August. ( Attached is the freeze form that was signed by [redacted]) Then her account fell past due in September, ABC Financial who is our billing company ( their information can be found on the original member agreement which is also attached) attempted to reach [redacted] about her past due balance many times.
I have provided a call detail log as well as all actions taken by ABC Financial to reach [redacted] to clear up her past due balance. Late letters were also sent out via US Mail.
She claims she called me 3 times to cancel, I'm not sure who she contacted, however, the problem is, according to the Member Agreement, all cancellation requests must be done in writing, NOT over the phone. Leaving a voicemail to cancel a gym membership is not sufficient. I understand her frustration, She did email me on 11/2 and I did not respond for 8 days, however I was out due to Illness, and attached you will find all email correspondence, as you can see I responded to her on 11/10, then I received 5 emails from [redacted] on a Saturday, ( 11/12) in addition to a few voice mails the same day, which is not a business day, my voicemail also clearly states our business office is closed on the weekends. I replied to her email and phone calls the following Business Day, which was Monday 11/14 * This is also attached. I provided [redacted] with a copy of her freeze form, and explained that she was past due from September and that was why she was receiving calls over the past few months. The conversation went no where quickly, [redacted] claimed to smear the reputation of Gold's Gym on all social media sites as well as with the Revdex.com, and insisted in her emails that the " customer is always right"
I explained to her that she would want to carefully review her contract before taking such action against Golds Gym. Especially considering we were dealing with a delinquent account and a signed member agreement accepting the financial obligation made to Gold's Gym, including the acknowledgement of our Policy of Cancellation and the Membership Plan etc.
** Furthermore, on November 15th, [redacted] went into the Issaquah Gym and filled out a cancellation form at the front desk, with Chad B[redacted] who is our General Manager, she also paid the September dues of $70.08 to settle her account. I assumed she was aware since she paid the balance we requested her to pay and filled out the cancellation form she knew that it would be canceled since that is what was asked of her to do.
Once again, This confirms that the account has been paid, as we requested by the member, we have canceled her membership at her request and we waived her past due balance. All supporting Documents are attached to confirm this. I am unclear as to what further action needs to be taken. I have provided all requested information in the attachments in this response.
Her claims of Calling prior to November did not cancel her account. Even if she did call in October, it was not canceled because there was a past due balance and we did not have written notice from her. We have a 3 step voicemail system, I have a direct line and all phone calls that are left are emailed to me directly each day as well as the verbal message on my phone. Going back and forth over attempted phone calls does not change the fact that calling and leaving a voicemail does not cancel your gym membership, as our policy clearly states.
Thank you,
Melissa
Gold's Gym Northwest
Member Services Manager
Complaint: [redacted]I am rejecting this response because: Melissa is still not responding to the complaint I made with the Revdex.com. I paid the money. That is not the issue. In my compaint to the Revdex.com I never mention that I wanted money back. I even called to apologize for my anger with Melissa on the 28th. Melissa has never once said... "I'm sorry it took me so long to get back to you." "I'm sorry you feel like you couldn't get any help." "I'm sorry that my delayed response caused more billing on your account." This is the first she told me about why she didn't respond to my calls or e-mails. My calls were angry because no one was helping me. No one was listening.
I repeatedly told them that I had moved and had circumstances that prevented me from coming into the gym. I repeatedly asked how I was supposed to cancel when I couldn't be present in the gym. So I will repeat my complaint. Gold's gym needs to indicate what their system is for clients who do not come into the gym to cancel? How are they going to educate their employees on how to provide a form to it's members to sign WHEN THEY CAN"T OR DON"T WANT TO SPEND THE TIME to come into the gym. How are they going to make that form electronically available? I assure you none of the employees at the gym knew how this was supposed to happen. They kept sending me to member services.... Well member services wasn't responding to me. That's all I knew. I never asked to cancel over the phone. I was always fine with sending a form.... I just could never get anyone to help me get the form. They told me that it was at the front counter. Well that's great, except I couldn't get to their front counter.
My complaint is that they are purposefully making it difficult for people to quit for monetary gain by keeping them under contract. Why can't it be like anything else... the garbage bill, the water bill, the energy bill. Why can't I simply call golds gym, say I need to cancel, have them SEND ME A FORM TO SIGN, that can be faxed back the same day? Why increase the difficulty... I'll tell you why $$$$. They want to collect more fees and make it difficult to quit so they can get money from people who aren't using the gym. The fact that they require 10 days for your cancellation to become effective is more evidence that they delay accessibility to cancellations. I'm sure many people go in the day before their billing cycle to cancel their membership and are surprised they are going to have to pay for another month because of the 10 day window that is required to cancel the membership. The company of Gold's gym has policies in place to create hidden means of collecting fees. I'm speaking for unsuspecting current members other than myself.
This response from Melissa is just more of the same. The customer is always right is meant that you are supposed to be there to help them through things when they need help. Not making them an automatic enemy when they get frustrated with lack of help. I felt like I was being manipulated not helped. That would make anyone angry.
Thank you for a copy of the contract. Wish I'd had it a month ago.
Sincerely,[redacted]
Hello,
This is in response to the complaint reference # [redacted], made by [redacted]
** Please accept our response to the complaint filed. We had to gather up all information concerning this member and had to contact different locations to do so.
This issue has been considered closed on our...
end, attached you will find all documents signed by the member, acknowledging his Personal Training agreement,
There are also 10 pages of notes, documenting email communication with the member carefully explaining to him that we can only go by the agreement that he signed.
He claims that he had a verbal agreement with one our personal trainers here, which is not the case.
We let this member cancel early due to his dissatisfaction, however, he still has an open and active membership with Gold’s Gym and continues to work out regularly.
We also refunded him for the July payment as a courtesy to try and work with him.
Thank you for your consideration in this matter. We have all documentation proving that Gold’s Gym has tried to continue to provide excellent customer service for this member
and we had thought this issue was resolved as of July.
Thank you,
MELISSA | MEMBER SERVICES
GOLD'S GYM NORTHWEST | BOTHELL-REDMOND-ISSAQUAH
T [redacted] | [redacted]@goldsgymnw.com
Complaint: [redacted]I am rejecting this response because: Unfortunately this continues to be a case of poor communication from Golds Gym. Melissa repeatedly has not responded to my requests. She never returned my calls, though I made 3 of them. I don't believe she reads her e-mails completely or listens to her phone messages. Admittedly that may have been difficult considering how my anger escalated. I have apologized to Melissa for that. However, she has not addressed the main points of my complaint to the Revdex.com.
1. I received a copy of a form I signed to put my membership on hold in the Spring of 2016. I have never received a copy of the form I signed at the time I JOINED Golds Gym. This was the form they quoted in order to threaten to send me to collections if I didn't pay the $70. That is why I paid. Not because I felt like the issue had been resolved. I would still like to receive a copy of the original forms I signed when I joined. Considering that is what they used to say I was in a legal and binding contract, I feel like I have a legal right to receive a copy.
2. I made multiple attempts to contact Melissa in order to get a copy of the form I needed to sign to quit. I was repeatedly told by my home gym that member services took care of remote cancellations. I could not come into the gym. I do not feel the issue is resolved until Golds Gym explains how they are going to make it possible for someone to contact the gym, say they want to quit, receive a copy of the form that needs to be signed and faxed or e-mailed back all within the same day. It took me several weeks which put me into another billing cycle. Deliberate roadblocks to quitting make me believe they make it difficult to quit in order to collect fees from people who no longer wish or cannot use the gym. I also feel it is dishonest to require 10 days notice before the billing cycle to quit. I don't understand why someone can't cancel the day before the billing cycle and not be charge for that billing cycle. Gold's gym already has last months membership fees. 10 days notice is overkill and other industries do not require it. Once again it's just a ruse to collect additional membership fees.
3. The Manager at the home gym did give me a copy of my cancellation request and a receipt for 0 balance.
In the end this was never about the money. It was about poor communication, money collecting policies, and poor customer service from Gold's Gym.
Sincerely,[redacted]
Hello,
This is in response to the Complaint ID #[redacted] for [redacted].
Attached you will find a copy of the Training Agreement Signed and acknowledged by the above member.
Please take special note on the agreement where it says “ I understand that these sessions are non refundable and...
I have received a copy of this agreement”
Next to this statement, you will find the Members Initials acknowledging there are no refunds pass the 3 day rescission period .
These sessions are non refundable and non transferrable according to the attached signed agreement.
We believe Ms [redacted] is attempting to claim she was pushed into this as a way to retaliate against our General Manager.
**We have several inappropriate emails from this Member to our General Manager at all hours of the night. Attempting to create a personal relationship outside of the gym with him. She has been very persistent and is not taking NO for an answer.
These emails are available for review upon request. I would suggest not publicly posting them on your website however..
Ms [redacted] was told on more than one occasion to please stop contacting the General Manager of the Gym regarding personal relationships. He was very clear and told her more than once that he does not date Members of our Gym.
We believe this is an unfounded claim. We wish this to be closed immediately so we do not have to pursue further action.
Thank you,
MELISSA | MEMBER SERVICES MANAGER
GOLD'S GYM NORTHWEST | BOTHELL-REDMOND-ISSAQUAH
T 425.486.4715 | [email protected]
We have resolved this issue with the member. She was provided a copy of her agreement she signed, as well as the freeze form she filled out on site at the gym. We consider this matter closed on our end, Ms. [redacted]'s Membership was canceled and we settled the past due balance with her for $70.08 which...
she paid a few weeks ago. We are closing this file on our end and have canceled the account and left the member in Good Standing with Gold's Gym. To verify this, please contact the consumer directly as I'm sure she will attest to this as well. This case has been resolved and closed on our end.
Thank you,
Melissa O[redacted]
Gold's Gym Northwest
Member Services Manager
[redacted]
[email protected]