Gold's Gym

May 3, 2017Dear Sir or Madam:Thank you for contacting us and making us aware of the billing issue you have experienced at your Hummelstown location. I am sorry you have been subjected to such a frustrating series of events with the company [redacted] whom provide the personal training services. We have contacted them and this is their response:"There was a mistake on our part when processing the cancellation, we have now rectified that.  The client's cancellation request was submitted on 12/29/2016, we have cancelled the account and will be refunding her for the payments made since that date, less the $250 cancellation fee she agreed to.  The refund will be $470."Attached is a copy of your cancellation request for your review and records. We extend our apologies for the inconvenience this may have caused you. Its our goal to retain you as a satisfied customer and will hope to serve you again in the near future. Sincerely,Jessica M.Office Assistant

This gym is not a judgement free zone. The general manager allows members to harass one another. The manager, Wes Karns, does nothing for conflict resolution. He simply doesn't care if you're singled out, ridiculed or sexually harassed. This gym is suffering due to very poor management. If you want to contact the business owners, you will not find any contact information. Immoral behavior is rampant and steroid abuse is encouraged. Thank you.

Revdex.com:
I have reviewed the offer 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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]!
 
Thank you for allowing me to follow up on Gold's Gym's message. They state that they did send payment in February 2012. That was at least five months after I had cancelled my membership, and the contract ([redacted]) clearly states that I was "entitled to a refund within thirty days of all monies paid." 
 
I am glad that they are willing to honor the refund, but I will not pay the stop check fee as they suggest since they were responsible for sending the money within thirty days (which would have been 9 October 2011, when I still lived at the address they had on file). I moved in January 2012 to my current address, where they can send the full refund:
 
[redacted] 
Thank you again for your help with this matter!
 
Best,[redacted]

At the time [redacted] submitted his cancellation, he did not make it known that any other accounts needed to be cancelled. When he inquired about the cancellation of his account back in December, we confirmed that his membership [redacted] had In fact been cancelled at the time of his...

original request in September.Upon further research, we have identified another account, [redacted] for [redacted]. This account has been cancelled effective immediately and a refund of all payments dating back to 10/04/2016 has been processed. The total refund amount of $238.94 will be credited back to his account within 3-5 business days,Please feel free to contact me if you have any questions or require any additional Information.Regards,?ichaela C[redacted]AdministratorPlease send all written correspondence to my attention to the address below:Fitness Visionaries Inc.dba Gold's Gym  7700 Gunston Plaza, Lorton, VA 2.2079 Phone: ###-###-#### Fax. ###-###-####

[A default letter is provided here which indicates...

your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[redacted]

I had filed a previous complaint about this gym. they have told me both in email and answered my complaint agreeing they will discontinue billing me. and they have continued billed me both times. this is not right. I have told them I can not afford them to take any more money and they keep saying they will stop taking my money and keep doing so. they have taken over 160 dollars from me all in the name of signing a free trial cancellation one day later than the contract said to , when greg smith told me to cancel on the next day, the day I cancelled. they just replied to my previous complaint saying they will not bill me but billed me DOUBLE the next day! I consider this fraud and extremely terrible customer service. this is not right. so unjust. please return my money to me

This complaint has been taken care of.  I have cancelled the membership
eventho this person did sign a 12 month contract. He was well aware of the
12 month commitment when he enrolled, and his statements of...

our employees
are false.  The membership agreement is given to them to read and review
before they sign.  He has been using the gym very consistently since he
enrolled in August up to Oct. 28,2014. However, as a business owner we do
not want any unhappy customers with false complaints to others.  It is more
important to our reputation than to keep him for the remainder of his
agreement.  Therefore, we have deleted future invoices and his membership
has been cancelled.  If there is anything further you require, please do not
hesitate to contact me.
Thank you for your assistance.

The account in question for [redacted] has been cancelled.No further payments are due.

[A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
Revdex.com:
At this time, I have not been contacted by Gold's Gym regarding complaint ID...

[redacted].
Regards,
[redacted]

[redacted] signed up on June 7, 2016 for a 24 month couple membership.  There were 6 lines to be signed and are signed by this member in their contract.  Each area was explained, including dues, duration of agreement, option to cancel for relocation, option to cancel once agreement is...

fulfilled, pool addendum and credit card signature.  At this time, there is no reason to break or cancel this contract.  Members have full written agreement as well.  They had 3 days to read it fully and object or cancel.  Member also came to club and stated to Wendy W[redacted], that she had somewhere else "free" to workout and that was her reason for desiring to cancel. That is not a legitimate reason either to break contract.Lynn B[redacted]GM

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:
This supposed rule was NEVER communicated to me. You can check video surveillance from the gym for a period spanning roughly 18 months to see that this movement (and others) had been performed almost daily and witnessed by many staff members, to include two of the owners who lauded me on my hard work and dedication to fitness while never once notifying me of supposed rule.
When asked for the policy in writing, the manager, Mike, laughed in my face and stated the policy was not in writing and did not need to be. A fellow former gym member who was with me at the time of the incident spoke with a third owner of the gym on the phone and was told the policy was currently being formed into a written policy in regard to this incident. Four days later I returned to the gym and asked for the written policy. Mike again scoffed and told me the gym does not have a written policy, that this rule is "gym ethics" and does not need to be written down anywhere in order to be effective. How is a gym member supposed to know a policy exists if it does not appear in writing anywhere and is never communicated to the gym goer, verbally or otherwise?
The manager, Mike, also admitted that he knows nothing about the particular style of Weightlifting I perform and does not need to know anything about it, yet he knows for sure what I was doing was unsafe. I explained to him the errors of his judgment and provided verbal reasoning explaining why the way I was suddenly being required to perform certain movements was UNsafe, not safe, he reiterated that he knows nothing about the style of Weightlifting I perform and doesn't need to. It is strange that one would suddenly enact a rule in the name of safety when one admits he knows nothing about said movement patterns.
Furthermore, at the time of my first return to the gym following the incident (the day after) other individuals were performing movements similar to me and were dropping weights while I was speaking to Mike. I pointed out the hypocrisy of this and he fumbled over his words trying to justify this. I feel that I was singled out and discriminated against.
Also, through the rest of the week a handful of my male friends worked out in the same area, performing the same movements and were NEVER approached about this rule or made to stop their workout. This is gender discrimination. 
I reject the business's response as I feel unjustly discriminated against. Their justification/response to my complaint is not adequate. 
Regards,
[redacted]

Dear Ms. [redacted],
We would like to apologize for any inconvenience you may have experienced. Per the terms and conditions of your signed agreements, a member must submit a request to cancel their membership to member services 31 days prior to their next draft in order to avoid additional...

payment. We show no record of you having submitted a request to cancel to member services. If you can provide proof that you did indeed submit your request to member services (as cancellation request are not accepted at the gym level) we can then take action with your account.
Sincerely,
Gold's Gym Fitness Alliance, LLC

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because I did in fact mention that I was pregnant and it was high risk, I also mentioned and focused that my players got on free at another gym so I preferred to be with them so we can do team workouts together. I only spoke to my neighbor about the complaint after he told me that I "created waves at golds" by complaining. I asked him how he knew and he said Chad told him and they laughed about it. As I said before, it is not Chad's place to speak to people about private things that have nothing to do with anyone but he and I.  
Regards,
[redacted]

Good Morning this issue has been resolved. This member had previously been set up on a payment plan per her request so her billing was set up to exclude so we did not try to draft her except for the scheduled payments that she arranged. Once the account is set up on exclude we do not reach out to...

those members as they are set up on a payment plan with us already. However we did reach out to this member so she would not go to collections which is why it was pulled from the batch. This member did bring her account current for the past due amount. I did an immediate cancellation for her with no payment after March waiving her April payment.

Hi There,I want to first take the time to apologize for this dilemma and the probable stress it has caused you. I have confirmation your account was indeed cancelled out of the system, and a refund check request was placed. This check should be mailed out today or tomorrow, and you should receive it...

soon after.If for some reason you do not, please respond to this email address as I will further assist you. In addition, if you have any other questions or concerns, please let me know.Again, I apologize for this miscommunication and delay in receiving your request.Take care,[redacted]

We wish to withdraw our complaint. Thank you 
Regards,
[redacted]

I am in receipt of Mrs. [redacted]'s Revdex.com complaint dated April 6, 2016. I respond on...

behalf of Gold's Gym and I want to apologize for the delayed response as I am just now receiving this. Going forward, can you please update your database with my information so I am sure to receive the consumer Revdex.com complaints so I may respond in a timely manner? My email is [redacted] so I may receive them electronically.
In researching Mrs. [redacted]'s account it does appear that she signed a month to month membership on January 5, 2016. She did agree to pay $17.99 bi-weekly. Gold's Gym does not bill monthly. Mrs. [redacted] did have a 3 Day Right of Rescission if she did not agree with the terms of the agreement. She did not exercise this Right of Rescission.
| do understand what Mrs. [redacted] is saying and I did check into this. As you know there are 2 sides to every story and that is not what the other party is saying. At this point it is a he said, she said scenario. What I do know is when looking at the agreement; it does say bi-weekly billing. I have attached a copy for your review.
Mrs. [redacted] is correct in that she was required to give a 30 day notice to cancel as all members are. This is per the terms of the agreement. Her last bill date was April 8, 2016 and she will not be charged again. Due to Mrs. [redacted] paying the last month's dues when she joined, she has until May 19, 2016 to use the gym if she chooses to.
No refund is due as her 30 days notice was a valid charge per the terms of the agreement.
Once again, I apologize for the delayed response. Thank you for giving me the opportunity to respond to Mrs. [redacted]'s Revdex.com complaint.
 
Sincerely,
 
Kristen B[redacted]
Director, Service Operations

Dear Mr. [redacted],We would like to apologize for any inconvenience you may have experienced. According to your payment history, your first RGF draft took place on 10.15.13, which is why you were then again charged that fee on 10.15.14 (the anniversary of that first drat). We have no record of you having submitted a request to cancel prior to this date and we show the first time you contacted member services was on 11.07.15 to inquire about the balance on your account as your October draft had declined (this draft included the RGF). Your final charge was for your past due balance for your October dues (which included the RGF and the decline fee) and for your November dues which per our 31 day notice policy, you were responsible for since you had not submitted a cancellation request until 11.07.15 (the day you inquired about your balance). For these reasons, you are unfortunately ineligible for a refund at this time.Sincerely,Gold's Gym Fitness, Alliance, LLC

Dear Ms. [redacted],
We would like to apologize for any inconvenience you may have experienced. The details of your complaint have been forwarded on to our Area Manager for review. Please respond to this message so we are able to offer a solution to this issue. Thank you for bringing this matter...

to our attention and we look forward to reaching a resolution.
Sincerely,
Gold's Gym Fitness Alliance, LLC

Revdex.com:
I have reviewed the offer and/or 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 know that my due date wasn't changed. I said that was told to me by the supervisor, [redacted]. I am upset because a payment was processed without my acknowledgement on a date that I did not authorize!
Regards,
[redacted]