Golds Gym

I have attached her contract. Please let me know if you can not read it. 
Our billing company did make a mistake and billed our members with the bill date on the 30th twice which they have corrected and everyone was reimbursed 
I received a phone...

call on 7/2 about canceling her membership and explained we needed a written 30 day notice and she said she would not be able to come in to fill out a cancellation form or send a certified letter in the mail. She was very upset on the phone and out of good faith, I canceled her out early and saved her the last monthly payment of her membership. She then claimed she never authorized anyone to take any money out of her account and she wanted a refund for June because of medical reasons. Please see attached contract we she signed. Since switching to [redacted] we have made it very easy to sign up with no enrollment fees, no processing and it is month to month and you can cancel anytime with a 30 day notice. We do not even take last month when you sign up, just first. We do take club payments in house as long as they are 10 days before your bill date otherwise your credit card or checking account will be charged. This woman never came in and paid with cash so her account was charged. As I mentioned I did a favor of canceling her out early with no proof and I told her I could refund her money from June but I would need a doctors note saying she is physically unable to work out in order to issue a refund. I legally do not have to issue her a refund for June but was trying to be help her out. She even mentions how nice and helpful I have been to her friends who I helped freeze which is different then canceling someone and issuing a refund. 
I have been the General Manager and Billing Manager here for almost 9 years and I am very fair and this is only the second compliant to the Revdex.com and I was found no wrong doing in the first and I know this case will have the same result.
Thank you
Casey C[redacted]

[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:
Many of the statements are false and there has still been no resolution offered. He keeps stating that he is not making me pay for the month of June. I prepaid for the month of June as I signed up at the beginning of June. What I am contesting is that I am being forced to pay for the month of July when I am incapable of exercising, cannot even drive a car because of this condition and am in physical therapy two to three times a week. I think this is definitely false advertising. How can you claim membership is "month-to-month" when you aren't able to cancel at any time. I also, after reading over the contract they sent home with my partner last week, see there is a hidden charge after three months of $25.00. I have some girlfriends that I got to join at the same time as I did that will be canceling their memberships due to all this dishonesty. And he also stated that only members with due dates on the 30th were double charged. That is incorrect, all of my friends with due dates mid month or the third week of the month were also double charged and have been having a hard time with the gym, being forced to bring in their  bank statements to "prove" it and also being treated in a rude manner, one friend even accused of lying about it. This place is unbelievable.
Regards,
[redacted]

Tell us why here...Miss [redacted] completed a discontinuation form on 3/8/17.  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, [redacted] at...

least 30 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 30 day notice prior to the next billing date, Miss [redacted]'s last payment would be April 2017.  This form was signed by Miss [redacted].  On 3/8/17, Miss [redacted] never stated at that she wanted to change her billing information to Gold's Gym employee, [redacted].The Membership Agreement states our 30 day prior to the next billing date in 2 places.  Miss [redacted] initialed the 2 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 [redacted] signed the Membership Agreement and is responsible for all verbiage in the contract.  On 3/13/17, she made a payment of $64.99 to Gold's Gym employee, Amanda.  Miss [redacted]'s March payment was returned due to a closed bank account and a $30 return fee was added to her past due balance.  On 3/13/17, Miss [redacted] never stated at any time that she wanted to change her billing information.  Since the bank account was closed and Miss [redacted] never updated it, her April payment was returned and accrued a $30 return fee.  She has only paid $34.99.  Her attempted charge of the $30 balance will be returned too.Miss [redacted] closed her bank account.  It is her responsibility to update her billing information as stated on the Membership Agreement. She had 2 face-to-face interactions with a Gold's Gym employee on 3/8/17 and 3/13/17 and failed to update her billing information.  She completed the discontinuation on 3/8/17.  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 $34.99 and will not be canceled until the past due balance is paid.  The $30 charge for her remaining past due balance will also be returned.  On 4/20/17, Miss [redacted] was explained the aforementioned information by our employee, Kyle.  A copy of the Membership Agreement and discontinuation form has been attached for review.

On 2/24/16, Mr. Gunnar [redacted] and Mr. Geoff [redacted] signed a 6 month youth membership agreement.  It was authorized by Mr. Geoff [redacted] to charge the credit card in his name.  All Gold's Gym employees thoroughly explain sections of the contract. The sections are initialed by the member that...

the verbiage is understood, has been read by the member, and all questions have been answered.  The membership agreement states the membership will continue on a month to month basis after the initial obligation.  It is the Member's obligation to either renew the agreement or continue on a month to month basis when the initial term has passed.  Any time during the month to month period, member may submit a 30 day notice cancellation via Certified Mail.  This contract cannot be canceled if there is an outstanding balance.   This section is initialed by Mr. Geoff [redacted] that he understood what was explained to him and interpreted what was read.  In another section of the agreement, it states either party may terminate this agreement at the end of the initial term by giving a 30 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, 30 days prior to the next billing date.  This section is also initialed by Mr. Geoff [redacted] that he understood what was explained to him and interpreted what was read.On 8/31/16, a discontinuation form was filled out by Mr. Geoff [redacted].  Our Gold's Gym employee, Eric, explained to Mr. Geoff [redacted] that September would be the last payment.  A note is permanently posted on the account.  Date: 08/31/2016Time: 09:52:23 amSubject: DISCONTINUATIONNote:Member completed a discontinuation form. Was informed that September would be the last month charged on the account.Our 30 day notice before next billing date discontinuation policy would make the last payment in September 2016.  It states on the form I understand 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, Eau Claire at least 30 days prior to such next monthly dues payment shall be effective on the next succeeding monthly dues payment date.The membership agreement 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. On 9/2/16, the last payment was returned by Mr. Geoff [redacted]'s financial institution.  The past due balance for that last payment has been returned from September 2016-February 2017.  The balance has accrued a $30 return fee every month resulting in a balance of $208.75.  The balance has been thoroughly explained to Mr. Geoff [redacted] on numerous occasions.  Every month two past due balance letters are sent, two e-mails are sent, and phone calls have been made informing Mr. Gunnar [redacted] and Mr. Geoff [redacted] of the past due balance.  The balance of $208.75 has to be paid before the account will be canceled.  As stated in the membership agreement, this contract cannot be canceled if there is an outstanding balance.On 9/20/16, 10/21/16, 11/23/16, and 12/23/16 phone messages have been left by our Gold's Gym employee, Kyle,stating the balance must be paid before the account would be canceled.  Our 30 day before next billing date discontinuation policy was also explained.On 1/23/17, our employee, Kyle, talked to Mr. Geoff [redacted].  He was again explained our 30 day before next billing date discontinuation policy and why there was a past due balance.  He refuses to pay the past due balance.  Mr. Geoff [redacted] has been explained the 30 day before next billing date discontinuation policy on numerous occasions including the day he completed the discontinuation form and when he signed the membership agreement.  After the Gold's Gym employee explains a section of the contract, the member is informed that they must initial the section after it has been read and understood and all questions have been answered.  Mr. Geoff [redacted] initialed all three sections of the contract.  The membership agreement and discontinuation form have been attached for review.  The transaction history has been included below.  Transaction History  09-01-201609-01-2016SYS-ABSALEMONTHLY RATE28.7528.7509-01-201609-01-2016SYS-ABPAYMENTAUTO CR CARD-28.750.0009-02-201609-02-2016SYS-RIRETURN CK/CCTRANS DENIED28.7528.7509-02-201609-02-2016SYS-RIMISC. DEBITRETURN CC FEE30.0058.7510-03-201610-03-2016SYS-ABPAYMENTAUTO CR CARD-58.750.0010-04-201610-04-2016SYS-RIRETURN CK/CCTRANS DENIED58.7558.7510-04-201610-04-2016SYS-RIMISC. DEBITRETURN CC FEE30.0088.7511-01-201611-01-2016SYS-ABPAYMENTAUTO CR CARD-88.750.0011-02-201611-02-2016SYS-RIRETURN CK/CCTRANS DENIED88.7588.7511-02-201611-02-2016SYS-RIMISC. DEBITRETURN CC FEE30.00118.7512-01-201612-01-2016SYS-ABPAYMENTAUTO CR CARD-118.750.0012-02-201612-02-2016SYS-RIRETURN CK/CCTRANS DENIED118.75118.7512-02-201612-02-2016SYS-RIMISC. DEBITRETURN CC FEE30.00148.7501-02-201701-02-2017SYS-ABPAYMENTAUTO CR CARD-148.750.0001-03-201701-03-2017SYS-RIRETURN CK/CCTRANS DENIED148.75148.7501-03-201701-03-2017SYS-RIMISC. DEBITRETURN CC FEE30.00178.7502-01-201702-01-2017SYS-ABPAYMENTAUTO CR CARD-178.750.0002-02-201702-02-2017SYS-RIRETURN CK/CCTRANS DENIED178.75178.7502-02-201702-02-2017SYS-RIMISC. DEBITRETURN CC FEE30.00208.75

On 10/12/15, our lead person, [redacted], explained our 30 day notice before next billing date discontinuation policy to [redacted].  He informed [redacted] that she would have to send a discontinuation letter via Certified Mail.  He also informed her we would have to receive the letter before...

11/1/15 to make her last payment November 2015.  [redacted] informed [redacted] 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 [redacted].   On 11/5/15, she came into the facility and filled out a discontinuation form in person.The membership agreement that [redacted] 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 1 year obligation for a period of 12 months.  The Member(s) will be obligated for a term of one year, which at the end of their initial term can, 30 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 30 day notice cancellation VIA CERTIFIED MAIL."  This section is initaled by [redacted]. The membership agreement also states "either party may terminate this agreement at the end of the initial term by giving a 30 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, 30 days prior to the next billing date."  This section is also initialed by [redacted].The Member's Right To Cancel section on the back of the membership agreement states "No verbal cancellations."On 10/12/15, our 30 day notice before next billing date discontinuation policy was explained to [redacted] by our lead person [redacted].  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.  [redacted] did not send a discontinuation letter via Certified Mail.  Our discontinuation policy is stated 3 times in the membership agreement.  It also states that we do not accept verbal cancellations.  "30 days" is even circled by our employee when the 30 day notice discontinuation policy was being explained to [redacted] upon contract completion.  [redacted] did not discontinue her membership until 11/5/15.  Since we have a 30 day notice before next billing date discontinuation policy, [redacted] was charged $39 for December's membership dues.Sincerely,[redacted]Gold's Gym Eau Claire

On 9/20/16, 10/21/16, 11/23/16, and 12/23/16, phone messages were left with the Membership Agreement's Primary Phone Number ending in 0101 which would be the member Mr. Gunnar [redacted]'s voice mail.  Mr. Geoff [redacted]'s phone number is listed only as the emergency contract.  It is stated on the back of the contract that this agreement is not cancelable by Member for failure to utilize the facilities.  The following are just to reiterate the verbiage in the relevant sections of the membership agreementOn 2/24/16, Mr. Gunnar [redacted] and Mr. Geoff [redacted] signed a 6 month youth membership agreement.  It states the membership will continue on a month to month basis after the initial obligation.  It is the Member's obligation to either renew the agreement or continue on a month to month basis when the initial term has passed.  Any time during the month to month period, member may submit a 30 day notice cancellation via Certified Mail.  This contract cannot be canceled if there is an outstanding balance.   This section is initialed by Mr. Geoff [redacted] that he understood what was explained to him and interpreted what he read.  In another section of the agreement, it states either party may terminate this agreement at the end of the initial term by giving a 30 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, 30 days prior to the next billing date.  This section is also initialed by Mr. Geoff [redacted] that he understood what was explained to him and interpreted what he read.On 8/31/16, a discontinuation form was filled out by Mr. Geoff [redacted].  Our Gold's Gym employee, Eric, explained to Mr. Geoff [redacted] that September would be the last payment.  A note is permanently posted on the account.  Date: 08/31/2016Time: 09:52:23 amSubject: DISCONTINUATIONNote:Member completed a discontinuation form. Was informed that September would be the last month charged on the account.Our 30 day notice before next billing date discontinuation policy would make the last payment in September 2016.  It states on the form I understand 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, Eau Claire at least 30 days prior to such next monthly dues payment shall be effective on the next succeeding monthly dues payment date.The membership agreement 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. On 9/2/16, the last payment was returned by Mr. Geoff [redacted]'s financial institution.  The past due balance for that last payment has been returned from September 2016-February 2017.  The balance has accrued a $30 return fee every month resulting in a balance of $208.75.  The balance has been thoroughly explained to Mr. Geoff [redacted] on numerous occasions.  Every month two past due balance letters are sent, two e-mails are sent, and phone calls have been made informing Mr. Gunnar [redacted] and Mr. Geoff [redacted] of the past due balance.  The balance of $208.75 has to be paid before the account will be canceled.  As stated in the membership agreement, this contract cannot be canceled if there is an outstanding balance.On 1/23/17, our employee, Kyle, talked to Mr. Geoff [redacted] because he called the facility.  He was again explained our 30 day before next billing date discontinuation policy and why there was a past due balance.  He refuses to pay that balance.  Mr. Gunnar [redacted] and Mr. Geoff [redacted] have been explained the 30 day before next billing date discontinuation policy on numerous occasions..  On 2/24/16, Mr. Gunnar [redacted] and Mr. Geoff [redacted] signed the membership agreement.  Mr. Geoff [redacted] initialed all three sections of the contract.  On 8/31/16, Mr. Geoff [redacted] also signed the discontinuation form explaining our 30 day before next billing date discontinuation policy.  He was informed that September would be the last payment by our employee Eric.  Mr. Geoff [redacted] is responsible for all verbiage on both the membership agreement and discontinuation form.  There have been phone messages left on the Membership Agreement's Primary Phone Number explaining the 30 day before next billing date discontinuation policy and how the balance was accrued.  The messages were left on 9/20/16, 10/21/16, 11/23/16, and 12/23/16.  Our employee, Kyle, talked to Mr. Geoff [redacted] on 1/23/17 explaining our discontinuation policy and how the balance has accrued.  As stated on the membership agreement, it is not cancelable for failure to utilize the facilities.  The back of the membership agreement has been attached for review.

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 payments. I at no time cancelled payments. I fulfilled 1 year of contract with Gold Gym and at no time did Golds or [redacted] contact me to discuss a cancellation fee of $199.00 or any amounts owing before I can cancel.
If the contact states I can cancel before my term or renewal with $199.00 + GST then I should be able to clear this amount up.
The gym has offered me 6 months of free membership now which does not compensate the $600 they are trying to collect. I do not want to be a member, that is why I only agreed to 1 year. [redacted]
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 $538.86. Gold's Gym is willing to waive the $135 owing to the gym and still offer the member a voucher that can be used for 4 months free at the gym this year. The member can can pay the money directly to collection.

Revdex.com:Please note that after discussions with Gold's Management Staff this matter has been handled and resolved between Gold's Gym and myself and no further action is required by the Revdex.com.  Thank you for your assistance in this matter.
Regards,
Holly [redacted]

[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.]
Better Business...

Bureau:
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]

Revdex.com,  After reading the statement from the customer I cant help but point the following.  All military members are told when they join that we will waive the $58 cancellation fee when they leave.  This is never an issue as we have many military members.  Mr. [redacted] is...

no acception we gladly waived his cancellation fee of $58.  The only issue he is having is failure to understand the 30 cancellation policy.  I have a signed cancellation form on file for him on 5/13/2015.  Therefore he would be responsible for his 6/7/2015 payment.  We charged him this payment and the card was declined 7 times.  In addition, I waived his $18 in late fees.  I feel that I acted in accordance to our policy and in being more then fair to the customer by waiving $76.50.

[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: On the day of sign up the individual did not simply say that we were on a year contract. He told us that the contract was month to month. We asked him and that is what he assured us. We also asked if we could cancel at anytime with no problems and fees. This man told us es that we could. If I new that that was a lie we would have never signed up in the first place. What needs to happen is that these customer service individuals in this company need to not rush for the customer to hurry and sign but need to go over every detail in the contract. As for the customer will take the associates word. It is ridiculous of how they do people. I will push for further actions if need be.
Regards,
[redacted]

Initial Business Response /* (1000, 5, 2015/07/15) */
I am attaching a copy of [redacted]'s contract and her payment history. She is fully aware of money owing on the account and should have known from previous gym memberships that dues must be collected to keep the account active and in good standing. ...

She has the [redacted] of [redacted] contact number and she can also come in to one of the locations to get this finalized.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No, business had not given me a resolution. I also have bank statements with proof of money never coming out of my account or attempts. I bank with [redacted] and have all my bank statements. Also 1903$ is a huge number that if you counted the end contract fee and the 50 dollars a month since November 2014 should not even add up too 1903. I will accept the cancellation fees of 200$. I had paid a 80$ fee to them already and never used the gym more then once. I think this is unfair to have to pay that much money to a gym I never used. Also I never once got a payment taken out of my account. Thank you.
Final Business Response /* (4000, 9, 2015/07/21) */
Please see attached payment history to show attempts to charge your account. As well, please read the first paragraph on the second page of the agreement signed by the member agreeing to the terms.
You have the option to settle your payments with the [redacted] of [redacted] instead of paying the amount in full.

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.]I do not accept the business' response to this matter for various reasons.  It states that I was provided an option to send a certified letter in the mail documenting my cancellation.  This option was not provided to me during my initial conversation on October 12th nor did I state I would send any such letter.  Those statements are entirely false.  I am unsure how Gold's Gym can report this as they had no documentation of my conversation with their employees which was part of the reason for the original complaint.I am also rejecting the response because a majority of my original complaint discussed my dissatisfaction with how they handled interactions with a customer during this dispute.  As noted in the original complaint, I was very frustrated with many aspects of their customer service (see original complaint for examples).  Their response neglects to address any of these concerns.  Their lack of acknowledgement with this issue appears to stem from their poor customer service.  Whether or not a December payment is reimbursed, Gold's Gym lacks the respect to make an apology acknowledging any mishandled situations on their end.
Regards,
[redacted]

[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:
Many of the statements are false and there has still been no resolution offered. 
He keeps stating that he is not making me pay for the month of June. I prepaid for the month of June as I signed up at the beginning of June. What I am contesting is that I am being forced to pay for the month of July when I am incapable of exercising, cannot even drive a car because of this condition and am in physical therapy two to three times a week. I think this is definitely false advertising. How can you claim membership is "month-to-month" when you aren't able to cancel at any time. I also, after reading over the contract they sent home with my partner last week, see there is a hidden charge after three months of $25.00. I have some girlfriends that I got to join at the same time as I did that will be canceling their memberships due to all this dishonesty. And he also stated that only members with due dates on the 30th were double charged. That is incorrect, all of my friends with due dates mid month or the third week of the month were also double charged and have been having a hard time with the gym, being forced to bring in their  bank statements to "prove" it and also being treated in a rude manner, one friend even accused of lying about it. This place is unbelievable.
Regards,
[redacted]

The unprofessionalism displayed by the general manager on 5/18/15 was horrid. I have never been a customer anywhere the disrespect level has been so high. I can now see why the gym has a decreasing member enrollment. Even the members who stay say the are astounded by the lack of professionalism and respect that is due every member. With a brand as widely known as golds this should be the premier place to workout, but I feel due to the lack of good management this gym continues to suffer. I would not recommend this gym because I would not want anyone I know to have to endure a manager with a maturity level of a high school freshman.

To cancel a membership is like pulling teeth. I have emailed and sent certified mail to the company to cancel my membership. I included USPS moving confirmation, bank statements, and lease documents. They are still trying to charge my credit card. I would not recommend doing business with Gold's Gym again!

If Miss [redacted] wished to change her billing information, she should have informed the Gold's Gym employee, [redacted], on 3/8/17 when she completed the discontinuation form.  On 3/13/17, she had a second opportunity to change her billing information when she had a face-to-face interaction with Gold's Gym employee,  Amanda, when she made a $64.99 credit card payment.  On 4/22/17, she had a third face-to-face interaction and made a personal check payment to our employee Zach.  Miss [redacted] has never once stated she would like to change her billing information.  She was well aware that she could make payments in person.  She did so on 2 occasions with a credit card on 3/13/17 and a personal check on 4/22/17.  She had knowledge of the 30 day prior to the next billing date discontinuation policy because it was stated on the Membership Agreement and discontinuation form.  She knew her last monthly membership dues payment would be in April 2017.  Miss [redacted] signed both the Membership Agreement and the discontinuation form.  As stated in the Membership Agreement, "This contract cannot be canceled if there is an outstanding balance."  When she made the personal check payment on 4/22/17, she paid $34.99 of her $64.99 past due balance.  The remaining $30 past due balance payment was returned at the beginning of May.  The balance has accrued a $30 return fee. Miss [redacted] must pay her current past due balance of $60.00 and her membership account will be canceled.

I signed up for Personal training in December 2014. I had been set up with a personal trainer and had one 30 min session with the individual. I was told at the end of the session he would email me documents, and a training session. I never received these documents. I contacted the gym, who said they would contact the trainer. When I called back to the gym they said that the individual trainer was on vacation and he would contact me when he returned. After about a month I still do not here from anyone regarding scheduling sessions. I was able to call the trainer and email him my concerns about the training. He never returned any of my messages. I expressed my concerns to the gym who said they would handle it. After several weeks and much money drawn from my account I have still not received any communication from anyone. In September I called the gym to cancel my training since there was no services being provided or communication. I was unable to cancel anything and they were sending me to different companies to call to get a refund. This issue has been continuous run around for the past 11 months. I would like a refund of the money take out of my account, to pay for these services and a cancellation of any membership with this facility and services they provide.Product_Or_Service: Personal tRAINING Desired SettlementI would like a refund of the money take out of my account ($50/month) , that was paying for these services and a cancellation of any membership with this facility and services they provide. This gym is very unprofessional and lacks commitment to their membersBusiness Response The Gold's Gym in Southern Pines, NC is an independently owned and operated business and is not affiliated with Gold's Gym International. The entity that owns and operates the Gold's Gym facility in Southern Pines, NC is Southern Pines Fitness LLC.This complaint will need to be redirected to Southern Pines Fitness LLC.Please feel free to contact me directly if you have any questions.Thank you.[redacted]

Deceptive Business Practices with billing and contract agreementsOn July 7th 2015 I signed up for a 36 month contract with Gold's Gym in Southern Pines, NC. I paid $130 in sign up fees and agreed to a $25 a month contract for the remaining 35 months. After a few months I wanted to cancel my membership to the gym. I contacted Gold's Gym and they told me to contact [redacted]. I contacted [redacted] who told me I could not cancel my contract unless it was due to a medical condition or I moved within a certain distance away from all Gold's Gyms. I decided to stop paying since I was no longer going to the gym. [redacted] sent me a few messages and left a few voicemails but for a few months I did not hear anything. On 7/11/2016 I received a letter from [redacted] that I owed $1033 .07 to them for debt from the Gold's Gym contract. I did not want this impacting my credit score, so I contacted [redacted] at [redacted] who agreed to take $794.67 and clear the debt. I paid with a [redacted] card over the phone. I was told the remainder of my contract would be valid and I had 24 months remaining to use the gym. After I got off the phone with [redacted] I was sent a text message by someone who works for Gold's Gym. They were offering me $22.99 a month to sign up saying my contract was up. I texted back saying my contract was not up and that I had 2 years left. They replied saying "Well when your membership gets sent to collections for nonpayment your original contract is terminated, so you would need to re-sign up in order to continue using the gym." I called [redacted] back and got someone else who I explained this situation to. They told me that [redacted] was wrong and that my contract was now expired. At this point I had someone at the NC Dispute Resolution Commission go over the Gold's Gym contract and entire situation. This is what they advised:"On the face of the contract, it says in one place, that automatic payments will continue until one party gives 30-day advance written notice. It does not restrict the drafts to 36 months.Yest, in the "agreement for payments" section, you are right. It implies that it is a three-year contract although it does not specifically say that.And, on page two, 6, the agreement is not cancellable except as "otherwise provided herein." And the only cancellation avenue mentioned is the 30-day notice provision. I honestly don't know how a court would interpret this--would it hold that it was a 36 month contract and you have paid in full and the contract has expired, or would it consider the contract still in force, requiring ongoing monthly payments since no written notice has been provided?...Can you send me a copy of the delinquency notice you received which itemizes what you allegedly owed?I don't understand what your payment represents. I don't see how they could collect for 35 months worth since that time has not yet expired, so does it represent a past due balance plus interest, costs, and fees? Did they send you any letter where the company gave you written notice that the contract was terminated?"I have the option of calling my credit card company and disputing the transaction to get my money back. Personally, I feel this would qualify as contract fraud as well as services agreed upon but not rendered. [redacted] said they would "ding my credit" if I were to successfully dispute charges. I would not mind the payment if I had access to the gym still, or if I only had to pay for the year I was a "member" there plus some interest for late payment. Attached to this document are proof of statements made. Desired SettlementEither allow 2 more years of my contract or refund 24 months of payment (about $600).

June 19, 2016 I signed a contract and informed the manager it was not correct within 3 days period. He agreed and it was never resolved.On June 18, 2015 I signed a contract at Gold's Gym located on 120 W. Morganton Rd, Southern Pines, NC 28387 with [redacted] the coordinator of training sessions. Before signing the contract she inquired about how much I could afford to pay If I were to consider hiring a personal trainer. I informed Ms. [redacted] that I just signed a $25 gym membership (also through Gold's Gym) and I didn't want to add onto my monthly bills. I explained that I was a full-time graduate student that only worked 20 hours a week due to my schoolwork load. I told her that I could pay $25 dollars. Ms.[redacted] then informed me about the deferment options. She said she could check with the manager, [redacted] to see if he would work with me to get my sessions down to $25 dollars. I told her with my busy schedule I could see a trainer every other week. That would total up to $50 dollars a month. Before signing the contract [redacted] then discussed the initial processing fee that totaled up to $139. I once again reconsidered and told her I couldn't afford that. [redacted] suggested deferring that payment as well and it would be split in half $69 now and pay the other &69 in two weeks. On June 19, 2015 the full amount was drafted out of my account without my permission, my monthly payment were never deferred totaling to $125 monthly (gym and trainer.I immediately went to the gym on June 19 within my 3 day of signing and spoke with the manager, [redacted] and informed him that my contract deferment payments and total number of sessions were incorrect. The following 6 months there were no deferment payments as promised and they continued to draft the full payment out of my account. [redacted]has informed me that he has been sending emails to the financial company and a rep that works for Gold's Gym to get it amended. Both [redacted] and [redacted] agreed that my contract was incorrect. They have both blamed the mistakes on the billing company, [redacted] Until I started documenting and summarizing our conversations via emails after out conversations via phone or in person and sending it to [redacted], he never responded or recognized his verbal agreements. This occurred over a 6 months period and the manager promised to amend my contract. I am still paying that $125 every month without using my sessions and because I truly wanted my contract to reflect what we agreed upon. [redacted] informed me that his hands were tied and even though upper management knew of my situation, they are refusing to give him answer. He even suggested that I get a new card so they want have my info in order to bill me. He also informed that he did not get anything out of not helping on the contract, yet I learned that he receive commission off of the number of contracts sold. After conducting my own research I have found that many other customers have complained about the same issue.I just need good customer service and I need management to step in and take full accountability for this mistake. Desired SettlementI expect to receive a full refund from the time I informed management that my contract was wrong. I would also like to speak to someone other than the general manager, [redacted] at that specific location that handles customer service issues.