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Gold's Gym - Wadgewood

1224 Wedgewood Drive, El Paso, Texas, United States, 79925

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Gold's Gym - Wadgewood Reviews (%countItem)

Wonderfull service. Great equipment. Always clean. Great range of classes, including group classes, circuit training and functional training area. Also has a kids club with a breast feeding room.

Rude, poor customer service. I called about my account being charged twice, the manger unavailable and the person behind the phone not really helpful.
I called on Monday October 8th at 8 am, asking for the manager. Apparently she would be there at 9am. The gentleman who answered the phone did not state his name when he answered the phone. I needed to ask for his name. I called to let them know I tried to cancel my membership in person the last week of September, but was not provided the form to cancel my membership. Which the woman never provided her name as well. The gentleman over the phone was not very friendly nor was he helpful and lied about his manager (Alejandra Gomez) being available at 9am. When I called back she was still unavailable. I never got a follow up call back that day October the 8th. I called today October the 9th at 9:09am the same gentleman answered the phone. This time more rude and not helpful. One of his remarks was "sir you are not helping yourself" I had been explaining my situation. That I went in to the gym to cancel my membership. And that one of the females did not provide me the cancellation form and that I moved out of town. He told me his manager would be in at 10am and that she would call me back. This situation is very upsetting I've been trying to cancel my membership in person before I moved out of town. And was not provided any form to fill out for cancelation. I've been charged with my maintenance fees that we apparently get charged once a year, but that first year I was not charged "maintenance fees" this is the first time I have been charged. Which was not explained to me when I first joined this gym. The gentleman over the phone pulled up my account and told me "I agreed to the fees". I also explained to him that I was supposed to get 1 month free of no charge for my membership and never got my free month. Which to me is now feeling like a huge scam to get you to sign up at their gym. I also got charged my monthly membership on top of this maintenance fee. All I am trying to do is cancel my membership since I no longer live in El Paso and no longer live in a place that has a golds gym.

Desired Outcome

All I want is for golds gym to refund my money for October of 2018 for maintenance fees and monthly membership, and to cancel my membership going forward.

Gold's Gym - Wadgewood Response • Oct 17, 2018

Member was contacted October 9th, by our General Manager, *** Member stated previously cancelled membership in September, yet did not have cancellation form. Out of courtesy, we cancelled membership immediately and requested a refund for both the annual fee, as well as monthly dues. Gold's Gym received confirmation from ABC Financial, billing company on October 11, the refund was being processed. Member was contacted today 10/17/2018, to confirm received refund. Member confirmed received it on 10/13/2018. Please see attached supporting documentation showing refund and notes.

Canceled membership due to purchasing a membership elsewhere. Cancellation was never processed.
I called a Gold's Gym office on 11/15/17 to cancel my membership since I had purchased a membership elsewhere for a lower rate. I was advised by the representative over the phone that I needed to step into the office to cancel the membership. I had recently replaced my debit card in which my payments were being deducted from. I asked the representative that if the payment did not go through, if my membership would be terminated automatically since I was no longer under contract. I was advised no, that I would need to step in 10 days prior to the draft on 11/23/17 to sign a cancellation request or I would be responsible for the draft on 11/23/18. I asked if I would be able to get a refund back for that draft. I was advised no, would just have use of the facility for the month of December until 12/22/17. I advised them I had no use for the membership as I had already obtained a membership elsewhere. These procedures were never explained to me when I originally signed the contract. I stepped into the gym to cancel my membership the same day and signed a cancellation request form. In January of 2018 my new debit card was charged $148.88 and $64.94. I stepped into the gym on 1/21/18 since the charges were processing on my account and advised them I had canceled my membership back in November. They stated that they had no record of the cancellation and had me sign a new cancellation form on that date. I disputed the transactions with my financial institution Bank of America since the gym refused to refund my money back to me. My bank credited my account while they completed their investigation. Gold's Gym provided my bank with a copy of second cancellation form that was signed in February as well as fraudulently created a check in at their facility stating the membership had been used, when it was in fact never used since I purchased a membership elsewhere in November of 2017.

Desired Outcome

A refund for the full amount charged of $213.82 must be returned to my financial institution Bank of America.

Gold's Gym - Wadgewood Response • Apr 18, 2018

We have attached our records for member ***. When a member requests cancellation over the phone, it is our policy to ask them to come in to fill out an options form. We have attached the form Ms. filled out on 01/21/2018. She states she filled a form out prior to this. If she provides us with the copy, we would be happy to refund the amount requested. However, we do not have any record of any previous attempts of cancellation. We have also attached the documentation within our billing company, *** We have highlighted the several letters of delinquency, text messages, phone calls, and left voicemails with Ms.. We also show Ms. updated her billing information on 01/18/2018. through *** Then the request to cancel was handled, and cancel was completed on 02/20/2018. The options form signed by Ms. does in fact state the cancellation must be completed 10 days prior to bill date. This is why her membership was cancelled one month from requested date of 01/18/2018. Please let us know if we can be further assistance. Thank you.

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Address: 1224 Wedgewood Drive, El Paso, Texas, United States, 79925

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