[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have...
reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
Good afternoon, Per the agreement that was signed between Gold's Gym and [redacted], the member may cancel if they become totally and permanently disabled after the date the contract takes affect. The member must be able to provide proof from their doctor, on a letterhead, stating they've become permanently disabled. The member did not qualify to cancel per medical at the time of her requests because Gold's Gym did not receive sufficient proof from this member.
The member spoke with [redacted] in June 2015 and to a club representative in August 2015 in regards to the cancellation and what needed to be provided in order to qualify. The club was informed by the member that she was going to contact [redacted] and take advantage of the $100 buyout option.
The member is responsible for the agreement that was signed and will need to contact [redacted] to resolve the debt on file in order to cancel. Gold's Gym does stick to the terms and conditions that were signed by the member. Attached is the agreement and notes taken by the club representatives and by [redacted] representatives for review.
Thank you,
Ashley S[redacted] Club Specialist Gold's Gym Houston (Corporate) [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I do understand that they stick to the business agreement and it was a mistake on my part to have not read the full contract but at the same time they cannot have their employe make falls promises and services that they cannot provide. They main reason for me to have joined Gold's Gym is that they said they had a Racquetball Court. It was purely because of this reason that we decided to join the gym. I was willing to accept the carelessness on my end for the 30 day money back program (which was actually their fault) but the lack of service which they promised is not acceptable. At this point, I would like them to deduct the monthly membership for the past 2 months and reimburse the remaining. It's been extremely discouraging for me to go to Gold's gym because of the treatment that I have received from them. They need to honor their verbal agreement as well if they are going by the contract. They should not be allowed to do business if they feel that they can lie to the customers day in and out and then fool them into joining their facility. Business ethics is something that they need to follow.
Regards,
[redacted]
Dear Mr. [redacted],
After reviewing the account, the billing company is indeed stating they did not receive a cancellation request. The agreement specifically states to send request via certified mail, this requirement is to protect the consumer and to avoid these exact situations....
It is impossible to take action on a request we never received. The billing company did inform you if you can provide the receipt for the certified mail we can proceed from there.This is in no way an attempt to "scam" you out of your money. We will be more than happy to process the cancellation request as soon as we actually receive it.
Thank you.
On March [redacted], 2014 around 4:45pm my wife went to Gold's Gym(Humble) and spoke with [redacted](General Manager) again to make a second attempt at getting this issued resolved. She informed [redacted] that we called the corporate office and that they told us they do not handle issues with franchise gyms....
[redacted]'* reply to her was that he called a different corporate office that handle issues for franchise gyms. My wife asked him for the name and the number of the person he spoke with at corporate and he refused to give her that information. This is the second time we have asked him who he spoke with at corporate and he has refused to give us that information both times. My wife also informed [redacted] that we learned that personal trainers cannot cancel contracts although [redacted] the personal trainer we were dealing with assured us he could cancel the contract because this type of situations happen all the time. [redacted] did acknowledged that trainers cannot cancel contracts but still refuses to take any responsibility. My wife also informed [redacted] the [redacted] told us he was a personal training manager and we have learned that in fact [redacted] is not a manager. She also informed [redacted] that I called Paramount which is the company that handles the EFT payments for personal training contracts for Gold's Gym. They informed me that if a certified letter was sent to them from Gold's Gym that they could stop the drafts. He told her she was incorrect although we got this information directly from a Paramount agent. At the end of their conversation he still refuses to cancel the contract or take any responsibility even though [redacted] and [redacted] previously admitted to their mistake and informed us that they could and would be canceling the contract.
Gold's Gym's lawyer is currently working on this case. The collection company has been contacted to stop all attempts on collections until further notice.
Thank you,
Sent: Friday, January 29, 2016 2:51 PMSubject: Complaint ID: [redacted] Good afternoon, ...
After reviewing this member's account and complaint, she is responsible for the agreement that was signed. The 30 Day Money Back Guarantee is the program the member is referring to in order to cancel and receive a refund after completing the program's guidelines. The member must following certain guidelines in order to qualify. An email was sent to the email address on file with a copy of the agreement, on 5/6/15. The member did not qualify for a refund at the time of her request, which was 5/28/15, and did not qualify for the 30 Day Money Back Guarantee because the guidelines were not completed during the 30 days of her enrollment date. She will have to contact [redacted] in order to pay off the past due balance and then contact Gold's Gym to cancel her account once the delinquent balance is resolved. Thank you,
Ashley [redacted] Club Specialist Gold's Gym Houston (Corporate) 6511 FM 1488 Magnolia, TX 77354 Phone: 281-259-1301 Fax: 281-500-9349
On February 10, 2015 Gold's Gym Houston entered into a Member Transfer Agreement with [redacted]. [redacted] Houston was closing their Barker Cypress location and this agreement provided the Blast members the opportunity to...
continue working out without interruption. Notification concerning the transfer of the memberships to Gold's Gym was [redacted]'s responsibility. It is understandable that not all members were immediately aware of the transfer and while some appreciated the opportunity provided by Gold's, it did not work for others. [redacted] has the option to cancel her Gold's membership as requested. Effective today, February 24, 2016, her membership has been cancelled with no further payments due.
Thank you.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.
Thank you very much. I am very happy with the results.
[redacted]
Gold's Gym has a cancellation policy/procedure that is clearly stated in the gym agreement. When a member comes into the gym to cancel it is notated in their account and a cancellation request form is filled out by the member. This is a 2 part carbon copy form so the member leaves with...
their completed information. The club has no record of Mr. [redacted] attempt to cancel; no account notes and no copy of the cancellation form. Mr. [redacted] was asked to bring in his copy so Gold's could assist him in the cancellation process. Mr. [redacted] has not provided the documentation that is required.
Thank you.
Sent: Thursday, February 18, 2016 9:57 AMSubject: Complaint ID: [redacted] Good morning, This member's...
account has been cancelled and removed from collections. Thank you for serving our country. Thank you, -- Ashley S[redacted] Club Specialist Gold's Gym Houston (Corporate) [redacted]
Sent: Friday, February 05, 2016 11:06 AMSubject: Complaint ID: [redacted] Good morning, After reviewing...
this member's account, [redacted] did not qualify for the 30 Day Money Back Guarantee program she opted to complete. She agreed to the requirements that were listed in order to qualify and signed the agreement. One of the statements in the list of requirements is the member forfeits their right of cancellation and refund if any of the requirements are not fulfilled. The member did not work out 3 times per week during the first week or during the fourth week. The specific package the member chose would have saved her more money in the long run. Gold's Gym apologizes that she feels like she was lied to and feels as though there is no honor in the agreements that are signed. Gold's Gym does stick to the terms and conditions of what the members sign off on and treats all members the same across the board.
Attached is the agreement and 30 Day Money Back Guarantee sign-ins/cancellation request for review.
Thank you,
Ashley S[redacted] Club Specialist Gold's Gym Houston (Corporate) [redacted]
Sent: Thursday, February 18, 2016 9:36 AMSubject: Complaint ID: [redacted] Good morning, ...
After reviewing this member's account, [redacted] didn't qualify for the 30 Day Money Back Guarantee cancellation. She was required to take advantage of the $100 buyout option in order to terminate her agreement. Gold's Gym does apologize on behalf of the trainer not being available for [redacted]. The club did offer to get this member set up with another trainer at that time to accommodate her needs. Unfortunately, [redacted] didn't qualify for a refund on the training sessions. The Personal Training agreement states sessions are non-refundable. All members have 3 business days to read over the terms and conditions of the agreement and cancel to receive a refund if they do not wish to continue with the services. Since the training package was a 10-pack and not a financed package, it's not eligible to be cancelled. We do apologize for any inconvenience this has caused the member. According to [redacted], this member did take advantage of the buyout option and her account has been cancelled as of 1/8/16. Attached are the gym membership and Personal Training agreements, as well as notes taken by the club and [redacted] for review. Thank you, -- Ashley S[redacted] Club Specialist Gold's Gym Houston (Corporate) [redacted]
Sent: Thursday, February 18, 2016 9:01 AMSubject: Complaint ID: [redacted] Good morning, ...
After reviewing this member's account, [redacted] contacted [redacted] and was offered a rate at 50% of her original monthly amount of $33.50. Her monthly dues are now $16.75. Thank you, -- Ashley S[redacted] Club Specialist Gold's Gym Houston (Corporate) [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. As the gym stated they attempt to send an email on 3/7/2015 and it was return. Emails are return immediately so why did it take 6 days later to resend. And because no one called or spoke with me to verify the email or state that it need to be corrected lets me know they had the correct email the entire time. If your payment dont go through they will call you immediately, why dont they use this same protocal when clients has enrolled and charged for new products and services. Another error is that I didnt join 3/7/2015 I enrolled months before 3/7/2015. Another error is I didnt use 27 sessions, however I was charged for 27 sessions. Its sad to see that this gym cares less about not just the clients but also the trainers. Thats why the trainer that sign me up and the one who trained me no longer works for this gym. Its unfortunate this gym lacks quality, empaty, fairness and professionalism. I have yet been called, not regarding this issue, about my knee I hurt while training (which I'm sure was ddocumented but thank God for witnesses) or about apologizing for not being treated fairly in regards to the truth about signing up with training sessions. I am very displeased and not satisfied and will be speaking with other professionals to help me resolve this matter, no only for me but for everyone else who has became a victim to this gym untrustworthiness. Thank You! The 24 hour policy is not to protect the trainer but more so a marketing strategy put in place to hold clients accountable for everything even they are not at fault. I have been notified been notified by my trainer by text minutes after my session was suppose to start while standing around waiting. So again Golds Gym what is is place to protect your clients? Nothing. I understand that unpredictable things takes place in life and prevent us from being as prompt as we would like. Again like I stated in person and now reporting, I cacancelled sessions due to serving our community as a Investigator with [redacted] and this career is unpredictable in which cause me to sometimes get off at 1am in the morning. This gym has the ability to help its clients and as I was told its according to their discretion.
Gold's Gym had no intentions of being disrespectful. The proof that is attached is satisfactory to remove the account from collections and cancel. [redacted] has been contacted to remove the debt with their office. The account has successfully been cancelled with no further due. Gold's Gym does apologize for any inconvenience this may have caused you and wish you nothing but strength and wellness in the future.
Thank you,
Sent: Friday, January 08, 2016 2:19 PMSubject: Complaint ID: [redacted] Good afternoon, After reviewing this member's...
complaint and agreement with Gold's Gym, there were no signatures on file. Her account has been removed from collections with [redacted] and the gym membership has been cancelled. Thank you, Ashley S[redacted] Club Specialist Gold's Gym Houston (Corporate) [redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have...
reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
Sent: Thursday, February 04, 2016 4:23 PMTo: [redacted]Subject: Complaint ID: [redacted]...
Good afternoon, Per the agreement that was signed between Gold's Gym and [redacted], the member may cancel if they become totally and permanently disabled after the date the contract takes affect. The member must be able to provide proof from their doctor, on a letterhead, stating they've become permanently disabled. The member did not qualify to cancel per medical at the time of her requests because Gold's Gym did not receive sufficient proof from this member.
The member spoke with [redacted] in June 2015 and to a club representative in August 2015 in regards to the cancellation and what needed to be provided in order to qualify. The club was informed by the member that she was going to contact [redacted] and take advantage of the $100 buyout option.
The member is responsible for the agreement that was signed and will need to contact [redacted] to resolve the debt on file in order to cancel. Gold's Gym does stick to the terms and conditions that were signed by the member. Attached is the agreement and notes taken by the club representatives and by [redacted] representatives for review.
Thank you,
Ashley S[redacted] Club Specialist Gold's Gym Houston (Corporate) [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I do understand that they stick to the business agreement and it was a mistake on my part to have not read the full contract but at the same time they cannot have their employe make falls promises and services that they cannot provide. They main reason for me to have joined Gold's Gym is that they said they had a Racquetball Court. It was purely because of this reason that we decided to join the gym. I was willing to accept the carelessness on my end for the 30 day money back program (which was actually their fault) but the lack of service which they promised is not acceptable. At this point, I would like them to deduct the monthly membership for the past 2 months and reimburse the remaining. It's been extremely discouraging for me to go to Gold's gym because of the treatment that I have received from them. They need to honor their verbal agreement as well if they are going by the contract. They should not be allowed to do business if they feel that they can lie to the customers day in and out and then fool them into joining their facility. Business ethics is something that they need to follow.
Regards,
[redacted]
Dear Mr. [redacted],
After reviewing the account, the billing company is indeed stating they did not receive a cancellation request. The agreement specifically states to send request via certified mail, this requirement is to protect the consumer and to avoid these exact situations....
It is impossible to take action on a request we never received. The billing company did inform you if you can provide the receipt for the certified mail we can proceed from there.This is in no way an attempt to "scam" you out of your money. We will be more than happy to process the cancellation request as soon as we actually receive it.
Thank you.
On March [redacted], 2014 around 4:45pm my wife went to Gold's Gym(Humble) and spoke with [redacted](General Manager) again to make a second attempt at getting this issued resolved. She informed [redacted] that we called the corporate office and that they told us they do not handle issues with franchise gyms....
[redacted]'* reply to her was that he called a different corporate office that handle issues for franchise gyms. My wife asked him for the name and the number of the person he spoke with at corporate and he refused to give her that information. This is the second time we have asked him who he spoke with at corporate and he has refused to give us that information both times. My wife also informed [redacted] that we learned that personal trainers cannot cancel contracts although [redacted] the personal trainer we were dealing with assured us he could cancel the contract because this type of situations happen all the time. [redacted] did acknowledged that trainers cannot cancel contracts but still refuses to take any responsibility. My wife also informed [redacted] the [redacted] told us he was a personal training manager and we have learned that in fact [redacted] is not a manager. She also informed [redacted] that I called Paramount which is the company that handles the EFT payments for personal training contracts for Gold's Gym. They informed me that if a certified letter was sent to them from Gold's Gym that they could stop the drafts. He told her she was incorrect although we got this information directly from a Paramount agent. At the end of their conversation he still refuses to cancel the contract or take any responsibility even though [redacted] and [redacted] previously admitted to their mistake and informed us that they could and would be canceling the contract.
Gold's Gym's lawyer is currently working on this case. The collection company has been contacted to stop all attempts on collections until further notice.
Thank you,
Sent: Friday, January 29, 2016 2:51 PMSubject: Complaint ID: [redacted] Good afternoon, ...
After reviewing this member's account and complaint, she is responsible for the agreement that was signed. The 30 Day Money Back Guarantee is the program the member is referring to in order to cancel and receive a refund after completing the program's guidelines. The member must following certain guidelines in order to qualify. An email was sent to the email address on file with a copy of the agreement, on 5/6/15. The member did not qualify for a refund at the time of her request, which was 5/28/15, and did not qualify for the 30 Day Money Back Guarantee because the guidelines were not completed during the 30 days of her enrollment date. She will have to contact [redacted] in order to pay off the past due balance and then contact Gold's Gym to cancel her account once the delinquent balance is resolved. Thank you,
Ashley [redacted] Club Specialist Gold's Gym Houston (Corporate) 6511 FM 1488 Magnolia, TX 77354 Phone: 281-259-1301 Fax: 281-500-9349
On February 10, 2015 Gold's Gym Houston entered into a Member Transfer Agreement with [redacted]. [redacted] Houston was closing their Barker Cypress location and this agreement provided the Blast members the opportunity to...
continue working out without interruption. Notification concerning the transfer of the memberships to Gold's Gym was [redacted]'s responsibility. It is understandable that not all members were immediately aware of the transfer and while some appreciated the opportunity provided by Gold's, it did not work for others. [redacted] has the option to cancel her Gold's membership as requested. Effective today, February 24, 2016, her membership has been cancelled with no further payments due.
Thank you.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.
Thank you very much. I am very happy with the results.
[redacted]
Gold's Gym has a cancellation policy/procedure that is clearly stated in the gym agreement. When a member comes into the gym to cancel it is notated in their account and a cancellation request form is filled out by the member. This is a 2 part carbon copy form so the member leaves with...
their completed information. The club has no record of Mr. [redacted] attempt to cancel; no account notes and no copy of the cancellation form. Mr. [redacted] was asked to bring in his copy so Gold's could assist him in the cancellation process. Mr. [redacted] has not provided the documentation that is required.
Thank you.
Sent: Thursday, February 18, 2016 9:57 AMSubject: Complaint ID: [redacted] Good morning, This member's...
account has been cancelled and removed from collections. Thank you for serving our country. Thank you, -- Ashley S[redacted] Club Specialist Gold's Gym Houston (Corporate) [redacted]
Sent: Friday, February 05, 2016 11:06 AMSubject: Complaint ID: [redacted] Good morning, After reviewing...
this member's account, [redacted] did not qualify for the 30 Day Money Back Guarantee program she opted to complete. She agreed to the requirements that were listed in order to qualify and signed the agreement. One of the statements in the list of requirements is the member forfeits their right of cancellation and refund if any of the requirements are not fulfilled. The member did not work out 3 times per week during the first week or during the fourth week. The specific package the member chose would have saved her more money in the long run. Gold's Gym apologizes that she feels like she was lied to and feels as though there is no honor in the agreements that are signed. Gold's Gym does stick to the terms and conditions of what the members sign off on and treats all members the same across the board.
Attached is the agreement and 30 Day Money Back Guarantee sign-ins/cancellation request for review.
Thank you,
Ashley S[redacted] Club Specialist Gold's Gym Houston (Corporate) [redacted]
Sent: Thursday, February 18, 2016 9:36 AMSubject: Complaint ID: [redacted] Good morning, ...
After reviewing this member's account, [redacted] didn't qualify for the 30 Day Money Back Guarantee cancellation. She was required to take advantage of the $100 buyout option in order to terminate her agreement. Gold's Gym does apologize on behalf of the trainer not being available for [redacted]. The club did offer to get this member set up with another trainer at that time to accommodate her needs. Unfortunately, [redacted] didn't qualify for a refund on the training sessions. The Personal Training agreement states sessions are non-refundable. All members have 3 business days to read over the terms and conditions of the agreement and cancel to receive a refund if they do not wish to continue with the services. Since the training package was a 10-pack and not a financed package, it's not eligible to be cancelled. We do apologize for any inconvenience this has caused the member. According to [redacted], this member did take advantage of the buyout option and her account has been cancelled as of 1/8/16. Attached are the gym membership and Personal Training agreements, as well as notes taken by the club and [redacted] for review. Thank you, -- Ashley S[redacted] Club Specialist Gold's Gym Houston (Corporate) [redacted]
Sent: Thursday, February 18, 2016 9:01 AMSubject: Complaint ID: [redacted] Good morning, ...
After reviewing this member's account, [redacted] contacted [redacted] and was offered a rate at 50% of her original monthly amount of $33.50. Her monthly dues are now $16.75. Thank you, -- Ashley S[redacted] Club Specialist Gold's Gym Houston (Corporate) [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. As the gym stated they attempt to send an email on 3/7/2015 and it was return. Emails are return immediately so why did it take 6 days later to resend. And because no one called or spoke with me to verify the email or state that it need to be corrected lets me know they had the correct email the entire time. If your payment dont go through they will call you immediately, why dont they use this same protocal when clients has enrolled and charged for new products and services. Another error is that I didnt join 3/7/2015 I enrolled months before 3/7/2015. Another error is I didnt use 27 sessions, however I was charged for 27 sessions. Its sad to see that this gym cares less about not just the clients but also the trainers. Thats why the trainer that sign me up and the one who trained me no longer works for this gym. Its unfortunate this gym lacks quality, empaty, fairness and professionalism. I have yet been called, not regarding this issue, about my knee I hurt while training (which I'm sure was ddocumented but thank God for witnesses) or about apologizing for not being treated fairly in regards to the truth about signing up with training sessions. I am very displeased and not satisfied and will be speaking with other professionals to help me resolve this matter, no only for me but for everyone else who has became a victim to this gym untrustworthiness. Thank You! The 24 hour policy is not to protect the trainer but more so a marketing strategy put in place to hold clients accountable for everything even they are not at fault. I have been notified been notified by my trainer by text minutes after my session was suppose to start while standing around waiting. So again Golds Gym what is is place to protect your clients? Nothing. I understand that unpredictable things takes place in life and prevent us from being as prompt as we would like. Again like I stated in person and now reporting, I cacancelled sessions due to serving our community as a Investigator with [redacted] and this career is unpredictable in which cause me to sometimes get off at 1am in the morning. This gym has the ability to help its clients and as I was told its according to their discretion.
Gold's Gym had no intentions of being disrespectful. The proof that is attached is satisfactory to remove the account from collections and cancel. [redacted] has been contacted to remove the debt with their office. The account has successfully been cancelled with no further due. Gold's Gym does apologize for any inconvenience this may have caused you and wish you nothing but strength and wellness in the future.
Thank you,
Sent: Friday, January 08, 2016 2:19 PMSubject: Complaint ID: [redacted] Good afternoon, After reviewing this member's...
complaint and agreement with Gold's Gym, there were no signatures on file. Her account has been removed from collections with [redacted] and the gym membership has been cancelled. Thank you, Ashley S[redacted] Club Specialist Gold's Gym Houston (Corporate) [redacted]