Gold's Gym - Roseville

Review: I had a month to month membership at this gym. I went in and signed a cancellation notice. At the time my balance on my account was zero and I was NEVER told that there were any further fees, etc due at the time of cancellation The gym had my card on file so they could have deducted any fees they needed to at any time. Six months later I received a notice from a collection agency named National. I was never contacted one time by the gym that any fees were due. So I contacted the collection agency and they stated I had to work with the gym, who by this time was no longer open under Golds Gym. I didn't hear anything for awhile but now have been contacted numerous times a month regarding this issue by another collection agency named Swift Collections. They stated the fee of $78.95 that is due is a cancellation fee. My mother has gotten involved since it was her card on file to pay my membership and she has spoke to the collection agency numerous times. The agency has stated that all they needed was a copy of the cancellation notice I signed for the gym. So today, 12/12/2014 I faxed it Mrs. [redacted] from Swift Collections. Now she states that is not sufficient and I still needed to pay the cancellation fee. My mother says we are not paying it because they could have charged me at the time I cancelled and they didn't even mention it and never contacted me once before sending me to collections. Also, I know at least 2 other people this has happened to, both teen agers. We feel this is just a scam to get extra money out of people and that most people pay so it won't affect their credit. Please advise us on what to do next. Thank youDesired Settlement: would like to NOT have to pay the $78.95 and not have any negative impact on my credit report. Also I would like someone to look into this business's practices to see how often this is happenening

Business

Response:

Hi, So the issue with this account is that the membership cancellation is a 30 day notice. It explains that on the cancellation form that was submitted as well. So since the cancellation was on 6/6/13, and the 30 day billing cycle made the bill on 6/21/13 due. That bill was never paid. The only thing you would have to pay is the $19.95 which was the bill that was scheduled after you submitted your cancellation. Any other fees can be removed. Please call me if you have any questions, [redacted] ###-###-####

Review: Poor explanation of agreement and terms by gym staff and inconsistent information from both gym "Manager" and National Fitness Representative.

I joined Golds Roseville approx 3 years ago. (Aside from poor explanation of enrollment fee's at sign up, I hadn't had any major issues until this year.) Then earlier this year on 5/16/13, I noticed an unauthorized charge of $29.00 for a company out of Utah. After calling my bank, they informed me that it was from Golds Gym Roseville. I called Golds, and was told It was a "Gym Maintenance Fee" that they are National Fitness now and I should have been notified the month prior. When I told them guy I was never notified of anything, he said "Well we mailed a letter to your home" I told him I never received a letter and asked where it was mailed to. He read me an address that was not mine which was why I never received notification. The guy then told me, that I wasn't the first person that day to call and complain about the same thing. However, there was nothing they could do about it.

Then I believe on 8/25/13 I called Golds again, this time to Cancel my membership as I was just laid off and two days later my credit card and bank information was used for hundreds of dollars in Salem OR as a result of Identity Theft. The person who answered said I would need to speak to the Manager "[redacted]". When [redacted] came on the line, I explained my situation and that I needed to cancel. [redacted] suggested that I freeze my account, but when it was reactivated that I would have to pay the back due balance. I told him that I didn't like that b/c why would I pay for the membership if I wasn't using it, and to just cancel. [redacted] then said he would waive the balance for me as a courtesy. I thanked him and we ended the call. Then today 10/14/13 I get a call from "[redacted] with National Fitness telling me that I'm past due on two months of my membership and there was also an additional $15 for the payment not going through. I told [redacted] of my conversation with the Manager [redacted], and she proceeded to tell me, that I was only frozen for 1 month, not the typical 3 months and that I did not submit anything in writing to National Fitness which I was "made aware of when I signed up". I told [redacted] I was never notified about any of that, as I had been with Golds for at-least 3 years, and to my knowledge National Fitness has only been in-charge of Golds for the last year (which I was notified of on 5/16/13 when I was billed $29.00 unknowingly). [redacted] proceeded to tell me that was gym policy, and that I was being sent to collections since I was unable to pay the past due balance and I would need to call Golds in order to have anything changed or cancelled.

I then called Golds, and spoke with [redacted] and explained everything that had happened. [redacted] then told me that their system only shows $14.00 past due and that National Fitness doesn't know the gym policies or how they operate. That they were trying to scare me and wont send me to collections for like 5 months. I told [redacted] I didn't wanted to go to collections and mess up my credit b/c of this error on their end and that I wanted my membership to be cancelled. [redacted] told me that he was unable to cancel anything b/c of the $14 past due balance. So I asked if he could then extend the freeze for 3 months as [redacted] stated was the typical procedure. [redacted] said in order to freeze my account there's a $5.00 monthly fee. Again, something I was never told back in August. [redacted] said he wasn't sure who I spoke to, and I told him it was him, the manager "[redacted]". [redacted] told me that I spoke to a different Nick, but it wasn't him and there was nothing he could do, I had to pay the $14 to cancel. I asked how he expected me to pay that when I had no job, no income (the government is shut down) and no Credit card b/c of the Identity theft issue. He responded with "Well you can pay cash". After a few minutes of silence and trying to hold back my tears I ended the call with [redacted]. Twenty minutes later I decided I would call back and speak to the manager, [redacted] answered again, I asked for the manager he said was the manager!?Desired Settlement: I want my account cancelled as of August when I originally called, and whatever "past due" balance ($14.00 or $30.00+) removed. I shouldn't have to pay or be sent to collections due to their poor explanation of procedures that were offered by their Management.

Business

Response:

Initial Business Response

My name is [redacted] and I am a manager here at Golds Gym. I did speak to this member about her account with us. Prior to talking to me I believed she spoke to my GM who is also [redacted]. He had told me to freeze her account for one month (September 2013), so when the member and myself spoke on the phone I was only aware that she was suppose to be frozen for one month and not for three months. As I did not speak to her the first time I do not know what all was talked about. She said she wanted to cancel which I told her in order for me to be able to do that her past due balance would have to be paid up, member did state that she no longer had a job to pay for it, but the gym is not responsible for peoples financial situations. I abide by the policies of the gym so there wasn't much I could do nor could I provide an answer that she wanted. the line did go quiet for less than a minute due to the fact that there wasnt anything else I could tell her. And since she ended up freezing her account in August rather than cancelling it there isn't anything to be refunded back the the member. Then about the member saying she wasnt notified about the $29 annual fee that we added on in May 2013, she may not have received it if her address was invalid as the member states, but it is also the members responsibility to update us with any new information such as a address change on the account. If she would like it resolved I can waive late fee's but the $14 that is due for her monthly membership would have to be paid.

Final Consumer Response

The "freeze" was offered to me by the [redacted] I spoke to when I origionally called to cancel.. therefore whatever he did was not in my control and should have been explained fully. Later that same day I spoke to another employee there "[redacted]", he was able to see what happened, explained where the issue was and took care of the issue for me. I received better explanation and customer service from him then either [redacted].

Review: There is a contract under my 14 year old daughter's name [redacted] I was never aware or signed this contract $90.00 each month has been withdraw

Sometime in February of this year my daughter and I decided to join the gym. We sign up as members to Gold Gym as well as a personal trainer. [redacted] was our first trainer and later [redacted] became our trainer due to the fact that was very unprofessional. [redacted] mention a nutrition class the first one would be free and second would about $100.00. She ask me for my credit card and made a $90.00 transaction However I only agreed to one payment. This was on May 25, 2013 and on June 24, 2013 there was a second withdraw from my bank account of $90.00. I call Gold gym and spoke with [redacted] He guaranteed he would speak with his general manager and would give me a refund.

Two weeks pass and I don't hear from either him of his manager. I call back and left a message on July 15, 2013 for [redacted] or [redacted] the general Manager to return my call. Never heard form either one of one. A few days later I run into [redacted] in the gym as he was working out and He ask me if [redacted] ever took care of me. I mention I have not heard from anyone. He immediately apologized and said we have a new company and ownership with personal trainer so everybody been busy. We would have someone call from the new company just make sure I leave in name and phone at the front desk. Again nobody return my call!!!...

After that I decided to call the 1-800 number and see if they can resolve the issue and credit my bank account. That's when I has first found out there was a contract under my daughter's name, that was the first time I had ever even seen the contract after she e-mail me. I immediately call Gold Gym left a message for [redacted] the general Manager on 7/21/2013. On 7/22/2013 I back this time the person answering the phones was [redacted], he said he was just about he call me and let me know this issue was going to be passed on to their new members of the company now that we take care of training issue. I believe it was [redacted] the new member of the new company. He also apologized and one again I heard how now, their now the totally new training company. That's all I keep hearing and that everyone's excuse their new company. [redacted] said was going to talk to [redacted] and return my call. That was 24 hours again and have not heard from he yet. Today is 7/24/2013 and an other $90.00 was withdrawn from my account.

The contract that was sent to me on the 7/21/2013 was made back in May stating a five month payments of $90.00 each a total of $450.00. That contract was not signed by me nor my 14 year old daughter, nor did I agree to such contract. Desired Settlement: I would like a refund of $270.00 a totally of 3 month $90.00 withdrawn from my account, that was withdrawn without my consent or my acknowledgment. And the contract need to be revoke due to the fact its under my 14 year old daughter and the signature doesn't match any other contract I previously signed with the gym nor does it match my California Drives License.

Business

Response:

Business' Initial Response

This case has been resolved with Member at Gold's Gym ,Roseville. Thanks

Consumer's Final Response

Gold Gym has contact me directly and has resolved the issue. Thank You Revdex.com I truly appreciate your help!

Review: when I joined the gym I was told if I paid a big enrollment fee I wold be locked in at $14.00 per month for life as long as I remained a member

Then in May the gym decided to tack on a $29.00 annual maintenance fee Which I was told when I joined that there would be no annual feesDesired Settlement: Reimburse me the $29 and let me keep my original agreement of $14.00 per month with no annual fees

Business

Response:

Business' Initial Response

Contact Name and Title: Gold's Gym-Roseville

Contact Phone: XXX-XXX-XXXX

Within the agreement between Gold's Gym and member, there is a subsection that states "By signing this Agreement, member acknowledges that (A) Member has read terms and conditions set forth herein and upon acceptance by Gold's Gym Roseville/Granite Bay, accepts this agreement as a legal and binding contract". Within the Terms & Conditions, there is a subsection that states "Dues/Fees Increase: Unless the Member has a prepaid membership, the Club may increase the dues and fees at any time unless otherwise noted on agreement". The prepaid contracts at Gold's Gym are contracts that have a 1 year term. This member was in a Month-to-Month Agreement, not a Prepaid Contract. The annual fee that the member is referring to is a fee in which the gym added onto all active members of the gym except those who are in a prepaid contract.

Review: Gold's Gym changed the contract by adding an annual fee without giving me any form of notification as required by contract and refuses to refund fee.

Gold's Gym have started to charge customers an annual fee on their memberships now.

On 5/16 I noticed two charges on my credit card from Gold's Gym for $29 a piece. I called the gym and the front desk girl said they had been receiving a lot of calls about this and the manager will call me back. [redacted] the Gym Manager called me back and told me that I was notified about the new fee by mail and that it was in an unmarked letter with no Gold's Gym notification from a company in Utah called National Fitness. I told him that I did not receive a notification and that per their contract they could not charge me that fee and I need a refund. [redacted] said I did (without proof implying I was a liar) and told me he would not refund it. He then said that he physically had no power to refund it and only the National Fitness company could do that. I asked to speak to his boss. He told me the Area Manager was also named [redacted] and he would give me a call. No call ever came from the Area Manager [redacted].

Next I tried to get a hold of the owner [redacted] "[redacted]" [redacted] I left 4 different messages for the owner including one to his wife and never received a phone call in return to address the issue. During this process (late May), I went into the gym and removed my credit card from the EFT system. The girl at the front desk told me that they would just call every month to receive payment over the phone and I was satisfied with that. Mid June - no call of any kind. I called the gym and a younger man told me that there was a balance of $28.99 (my monthly membership) on the account but I could not pay them and had to wait for a check book to come from National Fitness now. He stated that it will be sent to me on July, 11. I questioned why such the long wait time and he said "I don't know, but you will have to wait until then".

6/26 @ 4:56PM - Talked to [redacted] at National Fitness and he confirmed that no letter was mailed to me. He said it was still "In Queue" and had not been mailed out. He told me the coupon book was also "In Queue". I asked for my refund thinking this was finally over and he told me that they don't issue refunds, only at the club level are refunds issued. I gave him my whole situation and he took the report and said he will get in touch with the owner and get it straightened out.

7/2 - Called National Fitness to try and make a payment and follow up on situation. Was told that I could not make a payment until [redacted] gets in because he is the only one who can take care of it for my area. He is also the only one who can help with the dispute. They took my info and said he would call back.

7/8 @ 11:35AM - After no returned call, I called and talked to [redacted] again and he said that they tried to reach the owner, but they would not respond to them. He said I could try and talk to them myself again and would not help any more with the dispute. He then said that there is now a $5 late fee on my membership because I have not paid on time. I told him that I have contacted the gym and tried to make a payment with them and with National Fitness. He said he could not refund the $5, only the gym could do that. He had me pay my normal dues ($56.98/2mo) and he said he was going to send a letter to the gym with my concern and see if they refund the $5 fee. I asked to speak with a supervisor and he said the general public cannot speak with them, only employees.

I feel like this is a huge scam being put on by this gym and it goes against their own contract. Desired Settlement: I am seeking my $58 that was drafted from my credit card unauthorized and my $5 late charge fee that they caused.

Business

Response:

Business' Initial Response

Within the agreement between Gold's Gym and member, there's a subsection that states "By signing this agreement, member acknowledges that (A)Member had read terms and conditions set forth herein and upon acceptance by Gold's Gym Roseville/Granite Bay, accepts this agreement as a legal and biding contract". Within the terms & Conditions, there is a subsection that states "Dues/Fees Increase: Unless the Member has a prepaid membership, the Club may increase the dues and fees at any time unless otherwise noted on agreement". The prepaid contracts at Gold's Gym are the contracts that have a 1 year term. The annual fee that this member is referring to is a fee in which the gym added onto all active members of the gym except those who are in a prepaid contract.

Consumer's Final Response

(The consumer indicated he/she DID NOT accept the response from the business.)

This was not an increase of any fee. This was a brand new fee that was charged without consent or notification. There was no increase because it did not exist before. They charged my credit card without my authorization or knowledge in a very sneaky manner. No notice what so ever, just a surprise charge. It is the same concept if you gave me your credit card number out of good faith on a signed contract for a fixed amount and one day I decided to charge you $60 because I wanted to add another fee to you that did not exist before but instead of telling you about it, I just charged your card. No warning or time allowed to give you a chance to cancel if you wanted because you did not think it was worth it.

I just want the money that was stolen from me (taking money from someone without their authorization is stealing) back and my membership cancelled.

Business' Final Response

Within Mr. [redacted]' response, he points out 3 areas of concern: 1) This was not an increase of fees, 2) There was no notice, and 3) His money was "stolen".

The annual fee was an increase of dues and fees. It is an increase in what the member has to pay in order to stay a member at this facility. As stated before, every member at this facility, except those in a prepaid contract, has to pay an annual fee in order for their membership to continue at this facility. Mr. [redacted] signed an agreement with us that allows us to do so. In regards to having no notice sent out, all members who were going to get charged this annual fee were sent a letter to the address we had on file that notified of the increase in fees. A commonality for those who did not receive the letter was if they happened to change address and did not update their address on file. It is the members' responsibility to update any information that has changed in regards to billing. If Mr. [redacted] did not update his address, the letter would have been sent to the previous address. In regards to the money being "stolen", Mr. [redacted] said he did not authorize the annual fee to be taken out. As said previously, the member signed an agreement with us that authorized any increase of dues. It is clearly stated within the agreement, under the Terms and Condition, of the right to increase any fees and dues at any time and that the member understood and agreed to the Terms and Condition. This was an agreement that Mr. [redacted] signed.