Golds Gym

Receiving emails stating I am in collectionsAccount has been closed for months
I spoke with *** *** directly back in November when my account became unfroze (was frozen due to being severely ill while pregnant)*** stated that my account was back open and I would not be charged because I already paid for a year membership in advanceAt the same time I cancelled the childcare and tanning as to not be chargedThen my account was to be closed in February of (per ***), I called and again spoke directly with *** about my account to assure it was closed, I owed no fees and was not to be billed*** stated this was correct and my account was not renewed because I did not want it to continue on with Gold's GymAnd I paid a year in advance before so there was no card to chargeI then received emails in a row from ***First stating how you have a special and he would like to offer it to me to come back as a past memberI received of these emailsI was going to co

*** ***'s December payment was returned on 12/4/15 due to an invalid card. Every member who has a past due balance gets contacted by a letter, e-mail or phone call. On 12/18/15, Mr*** was sent a letter informing him of the past due balance.
He came into the facility on 12/21/15 and spoke to ***. He paid the $59.99 balance and also prepaid the dues for January and February There was no mention of the $30 return fee by Mr***. The membership agreement that Mr*** signed states "a service fee will be assessed and drafted for any check, draft, credit card, or order returned for insufficient funds or any other reason." Mr*** inquired about his billing information and the credit card's expiration date. When he found out the expiration date was 5/16, he said he needed to update it because he had received a new card. He filled out a billing information change form to update the credit card's expiration date. The membership agreement that Mr*** signed states "it is your responsibility to provide new payment information if your credit card is lost, stolen, expired, or you have switched to a different bank." On 12/28/15, we received a phone call from Mr*** inquiring about the letter he received informing him of his past due balance. The letter was mailed on 12/18/before Mr*** came into the facility to pay his balance Mr*** was charged a $return fee because his December payment was returned due to an invalid card. On 12/21/15, Mr*** came into the facility and paid $for December's dues plus a $return fee. Mr*** also prepaid the dues for January and February.. There was no mention of the $return fee by Mr***. A membership agreement copy has been provided so it can be reviewed

I have owned a family membership for over 10 years. First and foremost, I would have continued to be a member and continued the membership with golds fit for my son and husband. You had a promotion for trainer membership for a number of sessions. My son is training to join the Air Force and needed to be fit. I signed up with the explanation that my son would be learning about nutritional meals, 3D scans at the start to show progress. He would train 2 times a week and unlimited golds fit sessions and he explained the value of paying for monthly sessions not number of sessions. All for a total of $567 a month. I asked for them to charge the 3 months to be sure that it was the total amount. but he said that it was a better value to do it monthly. Well it did not happen. He had only 1 3D session, the agreed time of session was changed and canceled some. We gave it the 3 month time I signed up for and decided to sign my husband and son to only the golds fit. As we were canceling the membership they wanted us to pay another $567. I don't understand if when I signed up I made it clear what I was looking for and my membership and my daughters was cancelled. We did not agree to that. I spoke to Gustavo Garcia and although he was calm, his response was he would cancel and send me to collections. Over 10 years of membership! I asked to speak to corporate and his response is that the complaint will come to him so no need. I asked for the district manager. He would not give me the name. He assured me he would pass on the complaint. We will see

Initial Business Response /* (1000, 5, 2016/02/10) */
Please note that billing is handled by third party and when payments are cancelled without notice as required in the signed agreement by the member they send member's file to collection The member is required to send a signed request to
cancel the agreement Not cancelling the membership as required results in NSF charges, administration charges, collection charges, interest charges, and others The member didn't follow up with the signed agreement A copy of this signed can be provided as proof
Initial Consumer Rebuttal /* (3000, 7, 2016/02/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Golds Gym uses a third party to process paymentsI at no time cancelled paymentsI fulfilled year of contract with Gold Gym and at no time did Golds or *** contact me to discuss a cancellation fee of $or any amounts owing before I can cancel
If the contact states I can cancel before my term or renewal with $+ GST then I should be able to clear this amount up
The gym has offered me months of free membership now which does not compensate the $they are trying to collectI do not want to be a member, that is why I only agreed to year***
Final Business Response /* (4000, 10, 2016/02/12) */
The member is still missing the point The contract was not for one year It was for a minimum of one year and for a continuous membership until the member sends a cancellation request The member didn't follow the contract and hence the account was sent to collection When it goes to collection additional charges apply beyond the cancellation fee as per the contract The account is in collection for $ Gold's Gym is willing to waive the $owing to the gym and still offer the member a voucher that can be used for months free at the gym this year The member can can pay the money directly to collection

Initial Business Response /* (1000, 8, 2016/03/25) */
Members are required to give notice before cancelling They don't have to pay anything in full Their membership will automatically be cancelled after they give the required notice as per the membership agreement
Initial Consumer
Rebuttal /* (3000, 10, 2016/04/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Its a month to month contract, I am still getting told in person I need to give days notice.....Who do I contact?

Gold's Gym Eau Claire gets inspected regularly by the City-County Health Department? On all occasions, we have met their cleanliness criteria and have passed their inspections? We would not be satisfactorily meeting their standards if there was evidence of black mold as Mrs*** has
stated? In an e-mail that was sent by Mrs*** on 4/6/17, she reveals reasons for not wanting the membership? This is copied verbatim from Mrs***' e-mail:Unfortunately, there are other factors as well as the mold issue working against keeping our membership.? I had a job in EC that I had to leave and my husband was set to get a job in town but we found out that fell through also? (Sigh) I put the cart before the horse with our membership in hopes of living near Golds.Mrand Mrs*** are obligated under contract until 2/28/? Mrs*** has stated their underlying reasons for wishing to cancel the membership? She had to leave a job in Eau Claire and Mr*** almost had a job, but ultimately he was never hired? On 4/11/and 4/24/17, Gold's Gym employee, Kyle, has informed Mrand Mrs*** they can transfer their membership to another couple since they do not want to continue it? We are giving them an option to relieve themselves of their obligation

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11964369, and have determined that this does not resolve my complaint.? For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Golds you can go to hell im not paying for no service you can stick your agreement up you as.No more contact not resolvedYour not getting any money!
Geoff ***

Tell us why here...Miss *** completed a discontinuation form on 3/8/? It states on the discontinuation form that this cancellation shall be effective on the next monthly dues payment date: provided that any such notice of cancellation that is not received by Gold's Gym, *** *** at
least days prior to such next monthly dues payment shall be effective on the next succeeding monthly dues payment date? Since the member must provide a day notice prior to the next billing date, Miss ***'s last payment would be April ? This form was signed by Miss ***? On 3/8/17, Miss *** never stated at that she wanted to change her billing information to Gold's Gym employee, ***.The Membership Agreement states our day prior to the next billing date in places? Miss *** initialed the sections of the contract that states our discontinuation policy? It is stated in the contract "It is your responsibility to provide new payment information if your credit card/account is lost, stolen, expired, or you have switched to a different bank." ? It also states "A service fee will be assessed and drafted for any check, draft, credit card, or order returned for insufficient funds or any other reason." ? Miss *** signed the Membership Agreement and is responsible for all verbiage in the contract? On 3/13/17, she made a payment of $to Gold's Gym employee, Amanda? Miss ***'s March payment was returned due to a closed bank account and a $return fee was added to her past due balance? On 3/13/17, Miss *** never stated at any time that she wanted to change her billing information? Since the bank account was closed and Miss *** never updated it, her April payment was returned and accrued a $return fee? She has only paid $? Her attempted charge of the $balance will be returned too.Miss *** closed her bank account.? It is her responsibility to update her billing information as stated on the Membership AgreementShe had face-to-face interactions with a Gold's Gym employee on 3/8/and 3/13/and failed to update her billing information? She completed the discontinuation on 3/8/? Her account will not be canceled until the past due balance is paid? As stated in the Membership Agreement, "This contract cannot be canceled if there is an outstanding balance." ? She has only paid $and will not be canceled until the past due balance is paid? The $charge for her remaining past due balance will also be returned? On 4/20/17, Miss *** was explained the aforementioned information by our employee, Kyle? A copy of the Membership Agreement and discontinuation form has been attached for review

On 10/12/15, our lead person, ***, explained our day notice before next billing date discontinuation policy to *** ***.? He informed *** that she would have to send a discontinuation letter via Certified Mail.? He also informed her we would have to receive the letter before
11/1/to make her last payment November 2015.? ? *** informed *** that she would send the letter and we would receive it before 11/1/15.? We did not receive a discontinuation letter sent via Certified Mail from *** ***.? ? On 11/5/15, she came into the facility and filled out a discontinuation form in person.The membership agreement that *** *** signed and initialed is attached for you to review.? The One Year Flex Plan section states "the membership will continue on a month-to-month membership after the initial year obligation for a period of months.? The Member(s) will be obligated for a term of one year, which at the end of? their initial term can, days prior to their expiration, have a written letter VIA CERTIFIED MAIL of cancellation or renewal delivered to the club's address.? NO EXCEPTIONS.? Any time during the month-to-month period, member may submit a day notice cancellation VIA CERTIFIED MAIL."? This section is initaled by *** ***.? The membership agreement also states "either party may terminate this agreement at? the end of the initial term by giving a day written notice to the other party prior to the end of the initial term.? If either party does not? give such notice, this agreement shall continue on a month to month basis until written notice of termination is given, by either party, days prior to the next billing date."? This section is also initialed by *** ***.The Member's Right To Cancel section on the back of the? membership agreement states "No verbal cancellations."On 10/12/15, our day notice before next billing date discontinuation policy was explained to *** *** by our lead person ***.? He informed her? we would have to receive her discontinuation letter before 11/1/15.? This would make her last membership payment in November 2015.? ? *** did not send a discontinuation letter via Certified Mail.? Our discontinuation policy is stated times in the membership agreement.? It also states that we do not accept verbal cancellations.? "days" is even circled by our employee when the day notice discontinuation policy was being explained to? *** upon contract completion.? *** did not discontinue her membership until? 11/5/15.? Since? we have a day notice before next billing date? discontinuation policy,? *** was charged $for December's membership dues.Sincerely,*** ***Gold's Gym Eau Claire

From: <[redacted]@goldsgym.net>Date: Wed, Jul 6, 2016 at 2:48 PMWe are happy to reach out to [redacted] and attempt to resolve the issue.  Our records indicate that her account was never closed and was sent to collections as of more than a year ago.  This was the second time she...

was referred to collections, in the first instance she was relieved of her obligation and her fees were waived. However, we are grateful for her patronage and we will make her happy. Thank you, -Alex Alexander E[redacted]Gold's Gym Largo931A Capital Centre Blvd.Largo, Md 20774###-###-####[redacted]@goldsgym.net

Thank you for allowing us to respond to this complaint. I have spoken with [redacted], removed her account from collections and zero out her balance with us. She is looking to come back to start exercising at the club in the near future.  Please let me know if you need any other specific details...

regarding the case.

I received the members comments to our answer about his account and what he says is just not true we have been working with him. I will include notes , dates and times that our customer service reps were in communication with this member, and the details of the conversations. The member is aware of the policy for cancellation as it was explained to him. His balance need to be taken care of before he can cancel his membership which he has not taken care of.  The members speaks about not visiting the facility unfortunately just because someone does not come to the facility doesn't void out a commitment agreement which term that if he does not cancel his membership it would continue in a month to month status, which it had even when he was using the facility and paying for his monthly payments. Notes of verification we had been working with the client, I will XXX out his name for privacy:Employee: W, SDate: 02/21/2015Time: 04:25:36 pmSubject: BALANCE CLARIFICATIONNote:I called MXXX on 02/21/2015 and explained to him his balance. He claims he is only willing to pay $100 and not the remaining because he did not use the facility. I explained to him the contract that he signed and what it stated. He tried telling me that when you run a business and someone tells you they can not afford something because of finacial issues that you do not keep charging them. I explained once more his balance and that he would need to pay the full amount in order to be good to workout or discontinue.  KSEmployee: ADMINISTRATOR, ADMINDate: 02/23/2015Time: 08:08:14 pmSubject: CANCELNote:E-mail was received February 23 last pay February 2015. The balance must be paid before the account will be canceled.Employee: ADMINISTRATOR, ADMINDate: 02/23/2015Time: 08:22:20 pmSubject: EMAILNote:An e-mail was sent to MXXX on 2/23/15 stating: Your e-mail will be accepted as your discontinuation. Even though it is in your contract and it's our discontinuation policy that you must provide a 30 day notice prior to the next billing date making your last payment in March, you will not be responsible for March's dues of $70. If you do not pay $300 before 3/1/15, the balance will be declined since your credit card has been reported lost/stolen. If the $300 balance is not paid, the payment will be declined in March and another $30 return fee will be added to your outstanding balance. Your account will not be canceled until the balance is paid in full. If the outstanding balance remains unpaid, further collection activity would eventually be pursued. Your past due balance is almost 90 days past due. Please pay the $300 balance before 3/1/15Employee: ADMINISTRATOR, ADMINDate: 02/23/2015Time: 08:53:14 pmSubject: CANCELNote:The first time MXXX requested that his account be discontinued is on 2/23/15. His account will not be canceled until his balance is paid. We are working with him and he will not be responsible for the March's dues of $70.

Gold's Gym Eau Claire gets inspected regularly by the City-County Health Department.  On all occasions, we have met their cleanliness criteria and have passed their inspections.  We would not be satisfactorily meeting their standards if there was evidence of black mold as Mrs. [redacted] has...

stated.  In an e-mail that was sent by Mrs. [redacted] on 4/6/17, she reveals reasons for not wanting the membership.  This is copied verbatim from Mrs. [redacted]' e-mail:Unfortunately, there are other factors as well as the mold issue working against keeping our membership.  I had a job in EC that I had to leave and my husband was set to get a job in town but we found out that fell through also.  (Sigh) I put the cart before the horse with our membership in hopes of living near Golds.Mr. and Mrs. [redacted] are obligated under contract until 2/28/18.  Mrs. [redacted] has stated their underlying reasons for wishing to cancel the membership.   She had to leave a job in Eau Claire and Mr. [redacted] almost had a job, but ultimately he was never hired.  On 4/11/17 and 4/24/17, Gold's Gym employee, Kyle, has informed Mr. and Mrs. [redacted] they can transfer their membership to another couple since they do not want to continue it.  We are giving them an option to relieve themselves of their obligation.

I was a member for 3 yrs on a month to month membership. 30 days written notice to cancel. I provided this. My son was in the middle of a 1 yr membership, 30 days notice of move, a move to a location where no Golds gym was available. $50 to cancel the membership unless I could prove we moved 30 days in advance of move with an address change. This is impossible and when I told my salesman that a 30 day in advance notice of an address change is impossible, he suggested I change my phone bill, but even that took 30 days to process the change so there is NO WAY to give a written proof of an address change 30 days prior to a move. I spoke to the GM, Bill, about this issue, and he said just provide it as soon as possible. We moved from FL to OH and that took a couple of days, arriving on a Sunday. I was able to get my new driver's license within the following 10 days of getting my move settled and I mailed a copy of my new ID. They claim they did not receive it and I emailed it. 10 months later then sent my $50 fee to a collection agency out of state, which is illegal, and the collection agency has put a $249 collection debt on my credit report. Gold's keeps referring that I broke a contract and that I owe that. That's not what they told me and that's not what I signed. They also charged me for July's membership fee of $64 which I had canceled and should not have been charged. So technically according to Gold's, I owed $50 to cancel, they took $64 out of my account illegally, then sold the $50 fee to a collection agency, and the collection agency is wanting $249. This is outrageous! And I have reported them to the FL State Attorney's office as well, and they stick to their guns. I sent a letter to the owner, with no response. They treat their members like crap.

Initial Business Response /* (1000, 8, 2016/03/25) */
Members are required to give notice before cancelling. They don't have to pay anything in full. Their membership will automatically be cancelled after they give the required notice as per the membership agreement.
Initial Consumer...

Rebuttal /* (3000, 10, 2016/04/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Its a month to month contract, I am still getting told in person I need to give 91 days notice.....Who do I contact?

[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]

Hello,
This complaint was meant for a different Gold's Gym. I believe it was mean for either Gold's Gym [redacted] or Gold's Gym [redacted] as opposed to us, Gold's Gym [redacted]. We do not have a Greg that works here, nor do use a billing company called [redacted]
Thank...

you,Megan A[redacted]

I have removed all charges and cancelled immediately. [redacted] will not have any further billing. Thank you.

Hello,
 
arial, sans-serif;">In response to case number [redacted]:
 
We sincerely apologize for any inconvenience and confusion with our membership and policies that occurred. [redacted] signed up for our Gold membership on 8/31/2015 for a 2 year agreement. Our policy regarding all of our cancelations is a 30 day notice and a $58 cancelation fee for any member still in an agreement. We also only handle cancelations in the club or via direct e-mail with the General Manager of that particular facility. There is a note from our billing department that they sent a letter on 4/4/2016 to alert the member that there was an issue with the account. They started calling 4/21/2016 and leaving voicemails to advise the member of the issue again. Based on non-response, the member was sent to collections on 7/16/2016. I received an e-mail from [redacted] on 8/12/2016 regarding the issue. I immediately took her and her husband out of collections, canceled the account and waived all late fees. We sincerely apologize for the confusion, and we resolved all issues with both accounts.
 
Thank you,
 
Megan A[redacted]
General Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
 
 When I. contacted Golds gym they offered no such help what's so ever.They only demanded payment of which I could t afford at the time, IWas only on a month to month membership and did mid use the facility during the time I coukd t use the gym. It would have been the rightthing to do to try and resolve  the matter but they only demanded I don't feel that they have any reguard for its customers  otherwiseIf they did, they would have worked with me to bring this matter toA close. Why would they charge a month to mo th customer for not using thier gym who was not under a years contract?