Gold's Gym of Kennewick Reviews (%countItem)
Gold's Gym of Kennewick Rating
Address: 151 N Ely St, Kennewick, Washington, United States, 99336-2941
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I canceled my membership today for Golds Gym. My primary reason for canceling is this gym is unreasonably warm. The IFA states healthy gym temperatures should be 65 to 68. I have complained about this in the past with no resolution. When I went in to sign paperwork the employee I spoke with was sitting at his desk in shorts and a tank top. I brought my thermometer which showed 72 degrees after acclimating to the gym. This was a cool day though. The temperature outside was only 70 degrees by early afternoon which is rare and the gym was cooler than other days I have worked out in the past. To be clear 72 degrees is room temperature which is defined as the comfortable temperature when sitting down in a state of non exertion. But this gym is always at least 72. The IFA regulates what is safe for workout conditions and they say 65 to 68.
Long story short. Though I made my complaint, I was not given the option to speak to a manager. Finally, the cancellation fee is approximately 8 months worth of membership fees! This was not in the contract. So instead I was told it would be cheaper to just cancel in 6 months which he set my account to do.
I took a picture of my thermometer in the gym at 72 degrees (4 degrees over safe temps). This can be provided upon request.
I have received the complaint and as a manager would like to address several points made from ***.
The first is in regards to our employee Liam, who is a Fitness Consultant here at our facility. He was kind enough to end his scheduled lunch break early to assist in the cancellation of the member. Since his break was cut short, he was not in typical professional dress code which is enforced while on shift. He was wearing shorts and a tank top since he was using his break to take advantage of the facility and basketball courts.
Secondly, when a member signs a contract we go over all of the cancellation policies and fees. *** signed up online, which left us to assume he did his diligence in reading the contract. The contract states under rules and regulations, section 3: "If at any time during a financed membership a member is not satisfied with the services provided, he or she can cancel with a $75.00 per person fee." We uphold this policy as it is a bound and signed contract between the member and the facility.
IFA is an association that makes a recommendation, not laws to abide to. We set our thermostat at 67 degrees but it tends to hold 70 degrees, plus fans that help to circulate the cool air. As a private facility, this is where we have found the majority of our members to be the most comfortable. I truly apologize if that is out of your comfort zone, but it does fall under the contract terms to warrant a cancel fee with you being unsatisfied with your services.
Liam is correct however that with the membership being set at $10.86 a month, it is cheaper to finish out the remainder of your contract then to pay the cancel fee.
Please feel free to contact us with any further questions or concerns.
Thanks,
Megan
Operations Manager
Complaint: ***
I am rejecting this response because: First, for the record, I called previous to my visit and had a confirmed appointment at 2PM with Liam. Since my thermometer has not showed 70 degrees when I have brought it in, I choose science over your word. Perhaps some days it is 70 degrees but not on the days I have brought my thermometer in. Plus, this appointment was on a fairly cool day which makes me think it should have been cooler than normal if anything. Finally, why not follow the IFA? You have given no reason for not following their professional recommendations. Please do the right thing and monitor your temperatures more carefully.
Sincerely
I have never been to your gym and I am not going to pay for a membership I never signed up for. Now I have talk to you before when I found out my cart of been charged twice by your gym and when I talk to you I explained that I hadn’t ever walked into your gym and Clearly I wasn’t a member so stop trying to take money that doesn’t belong to you, it’s stealing you know and if I was in charge of a business I wouldn’t go about it trying to steal money to get ahead, it makes for bad publicity if others got informed about the dishonesty and lack of trust given, so this is my last attempt to inform you I’m not a member and never plan to be now!! Thank you and good day
signed up online through our online signup portal. This is a multi-level platform and takes the signee through multiple steps and asks for an abundant amount of information. Attached are images of her account with us and also the contract. This information could not have been made up - her credit card number, address, phone number, emergency contact/his phone number, email address, driver's license, and birthday. All of this info was entered into our online system by her when she signed up for the gym - there was no fraud.
Going to our site https://www.goldsgym.com/kennewickwa/, you can clearly see the individual would need to click on the button that says "JOIN NOW" to even get to the online signup portal. The online portal clearly states the membership options - that would then be selected. After selecting the membership option the individual would then need to fill out all the above information (the payment plan is listed on the side of this page and takes up 25% of the page in large colored font). The member would then need to click on the "I agree to the Terms and Conditions" box and also the "I have read and agree to the Notes of this agreement" box (both of which are made readily available to read. Lastly, then member would then receive an email of the contract. All of the above info and statements prove that there was no fraud on our part and that the member knowingly signed into a legally binding contract to utilize our facility.
This contract is for 12 months - we have only received two months of payments for this; she currently owes our business $237.55. Effectively immediately I have cleared her balance out and cancelled her contracted membership, without cancel fees. No refund will be issued and no payment will be made for her migraines.
Complaint: ***
I am rejecting this response because: I had spoken to Adam via text and he stated in order for me to get a 7 day free pass I was going to need to fill out some stuff but not to worry because in order to complete the sign up I was needing to come in to receive the free pass. Then afterwards I could decide if this was something for me or not before being stuck in a contract! We talked about not setting up in contract because I was barely transitioning from Sunnyside to Kennewick and wasn’t sure if this was something that was going to work out with me moving up there or not, which by the way didn’t work out and I have not lived up there since March now. I’ve never even stepped foot into the gym to get my seven day free pass in order to completely decide if I wanted a membership or not so I should not have been charged since I never went into the gym, not even once! To be charged or lied to over a membership telling me I have to go in order to start it and then turning around and doing something shady like taking money from me when I haven’t even went in to get the 7 day pass! Adam knows exactly how he’s lied about the papers That needed to be at least filled out and submitted to get the seven day pass since that was the last day for their promotion on the free 7days!?
Sincerely
We have screenshots from the text communication between Adam (our sales associate) and *** that show she was given a link to the site with the title "Online Signup" and then was texted afterward "All we need is for one of you to sign up tonight and then I can rewrite the agreement to add the other person and change the MONTHLY DUES with you on an appointment this week. It's going the give you $39 MONTHLY...". These text images can be provided immediately if necessary to resolve this issue. I am sorry if she feels that she was deceived, but we clearly did not commit fraud or perform deceptive strategies. The entire process is transparent and clearly states pricing, term, and clearly titles and labels the process and buttons that someone needs to clicks to go forward with the process. As stated in the first response, she has been cancelled out without a cancel fee and her past due balance has been cleared.
In November 2017, is when I first in countered problems with this company. They were pulling fees from my account after they told me that it was paid. Witch would pull my account negative. I contacted there franchise management but nothing was done. They again did the same thing this month, this time I called and asked. I spoke with a lady named Megan, she told me that it was paid and not to worry about it. I then told her what had happened and what I’ve been dealing with from there company, she told me she would put a note in my account and someone would contact me in that day or the next. No one did they just pulled the fee again. After telling me it was paid. I also told them I was having fanatical problems and if they could freeze payment even if that meant me paying fees once I had money to day everything. They told me the could do that but nothing was done they just keep telling me someone would call and No one every calls me back I have to keep calling them but nothing is done about it. I don’t think this is how a business should run.
On January 24th, this member requested to have her account be put on a freeze for financial hardship. As a courtesy, we froze her February monthly payment. The consultant that assisted her noted on the account that he explained the annual fee which was due on February 5th is non-freezable. The $49.00 annual fee is part of the signed contract, and is charged once a year.
This member called the facility on the 6th of February concerned about the charge. I explained what it was and that the consultant noted that she was reminded, and she asked to speak to him. I spoke to her later that day and she was worried she was going to be charged again. At that time her payment showed as received in our system. Two days later her account came back showing insufficient funds. The bank declined the charge and she was recharged the original annual fee plus a late fee. She disputed the charge at the bank and it declined again. We then waived her late fee for her and she paid $49.00 for the annual fee and her account is up to date in full.
-She was not charged for her February monthly payment as it was on a courtesy freeze. Under the contract which the member signed, the annual fee will be drafted for $49.00 on February 5th. If a payment is declined, there is a late fee assessed. If any member has a question pertaining to the contract, fees, or how the auto-draft works they are always welcome to a copy of the signed document.
I joined Gold's Gym in Kennewick, WA back in April 2017. I moved to Mesa, Arizona in June 2017 and gave the person who signed up a verbal and written notice of cancelation nearly 60 days ago. I keep getting billed for a monthly membership service I'm not using. There are no Gold's Gyms own the state of Arizona. Now they want an additional $50 cancellation fee. I was contacted today by a representative of the business who harassed me on the phone and threatened me.
The member had a past due balance and was told he would need to pay the past due amount (1 month's membership) and also the cancel fee, which is half of the normal fee because he moved. This is stated in the signed contract. The member would not pay and was aggressive with his responses when contacted about the past due amounts. The member's late payment was waived, but his membership was not cancelled due to the fact that he never paid the cancel fee. The member was mailed a copy of his invoices, and later paid the cancel fee on September 12th. He is now cancelled.