McMillon Movement Inc

Gold's Gym Houston has the right to increase member's monthly dues at it's sole discretion,which is stated in the Membership Agreement on the back under "Miscellaneous"Gold's Gym Houston provided all member's notice of the rate increase, as well as unlimited guest pass, and two day memberships
which can be used for a friend or family member

Sent: Sun*** January 15, 12:PM Subject: Revdex.com Case # *** - Gold's Gym Woodlands / Magnolia To whom it may concernIn response to Revdex.com Case #*** which states: Company never provides documentation for contractEmployee asked for initial for debit purchase, then applied initials
to a contractGold's gym signed me up for a 12-month contract without my permissionEmployees said it would be cancelled after one year, however, they are still charging my accountGold's Gym Houston's response is as follows: Member purchased the membership online using a promotion code associated with his employer. This provided him a discounted option through our corporate wellness program. Member entered all the required information himself and would have received a copy of the agreement to the email address he provided. When the member signed himself up, the terms of the agreement are displayed during the signature process Also, the requirements for cancelling the agreement were also included during that process Member also purchased a personal training package separate from the original agreement which he successfully used, and canceled. If member wished to cancel his agreement he can send a request to cancel to Gold's Gym Magnolia, FM Rd, Magnolia, TX or come into the club and a front desk associate can assist him. Please let me know if further information is requireThank you Chelsea *** SHCorporate Manager/HR Director Gold's Gym Houston ***

[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 ***, and find that this resolution would be satisfactory to me

In order for a guest to purchase Personal Training, they must become a member first since Personal Training is an additional service to Gold's Gym membersThe time stamps on the receipts are on the same day but at different timesThe gym membership has to be purchased before the training.The Day Money Back Guarantee is not an option in the Personal Training agreement, but it is an option in the Gym Membership AgreementSince the Day Money Back Guarantee is not stated in the Personal Training agreement, members who purchase this service do not qualify for this type of cancellationThe Membership agreement states the "member is liable to any and all other contractual obligations." The gym membership also states "Qualification for cancellation per Day Money Back Guarantee is at the sole discretion of Gold's Gym." The cancellation policy is stated in the Personal Training agreement and those options are either per move or permanent disabilityIt also states "This Agreement is not cancelable to member except as expressly provided above including, without limitation, by reason of Member's failure to utilize the facilities of Gold's Gym."The PT/Signature Program cancellation requests are for members who qualify for any such cancellations as stated in the agreements that are signed off onThere is a day written notice required in order to cancel an agreement as long as the member qualifies for such cancellationThe paragraph is to inform the members, if they do qualify, to prevent any confusion of their cancellation requestThe member qualified for the Day Cancellation at the time of submitting this form, as stated previously, but downgraded to a lessor package insteadThe Day Cancellation policy is also stated in the agreement. Gold's Gym stands by the terms and conditions of the agreements that have been signed by the member and treat all members the same across the boardThe terms and conditions of the agreements that are signed are not altered at any point. Thank you,
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Sent: Thursday, February 18, 9:AM Subject: Complaint ID: *** Good morning, After reviewing this member's account, *** *** contacted *** *** and was offered a rate at 50% of her original monthly amount of $Her monthly dues are now $16.75.
Thank you, -- Ashley S*** Club Specialist Gold's Gym Houston (Corporate) *** ** ***

Sent: Friday, January 29, 2:PM Subject: Complaint ID: *** Good afternoon, After reviewing this member's account and complaint, she is responsible for the agreement that was signedThe 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 guidelinesThe member must following certain guidelines in order to qualifyAn 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 Day Money Back Guarantee because the guidelines were not completed during the days of her enrollment date. She will have to contact *** *** *** 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 *** Club Specialist Gold's Gym Houston (Corporate) FM Magnolia, TX Phone: 281-259-Fax: 281-500-

Sent: Friday, January 08, 2:PM Subject: Complaint ID: *** Good afternoon, After reviewing this member's complaint and agreement with Gold's Gym, there were no signatures on fileHer account has been removed from collections with *** *** *** and the gym membership has been
cancelled. Thank you, Ashley S*** Club Specialist Gold's Gym Houston (Corporate) *** ** *** *** ** *** *** *** *** ***

Sent: Wednesday, February 10, 1:PM Subject: *** Good afternoon, After reviewing *** ***'s complaint, the member should have received clearance from her doctor before signing the gym membershipThere is a Health Representations and Agreements clause the member has signed
off stating the member represents and warrants they are in good physical condition and has no medical impairment that could prevent use of facilitiesThis paragraph also states the member acknowledges Gold's Gym has not given any medical advice before or after member joins the gymThe member is also acknowledging and agreeing to discuss any health or medical concerns with their physician or health professional before using Gold's Gym facilities. Per the *** Health Spa Act, all members have business days to cancel the agreement and receive a full refund if they disagree with the terms and conditions of the agreement they signed. A member may cancel if they become totally and permanently disabled after the date the agreement was signedMember's are required to submit proof from their doctorThe Dr.'s note that was provided by the member, states *** is under the doctor's care and should avoid strenuous activity for one yearThis does not prove she has a permanent disability, therefore, her proof was not sufficient. The member will have to contact *** *** *** to resolve her debt and cancelAttached is her gym membership and Personal Training membership for review. Thank you, Ashley S*** Club Specialist Gold's Gym Houston (Corporate) *** ** ***
*** ** *** Phone: 281-259-Fax: 281-500-

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
Sent: Monday, February 22, 8:AM Subject: Re: You have a New Message from Revdex.com Regarding Complaint #***Good morning. My issue with Gold's Gym is not resolved yetI am being harassed by collection agency and I have hired a lawyerThanks. *** *** *** ** ***
*** *** *** *** ***
*** ***
*** ***

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 stands behind the agreement signed by [redacted].  The two employees that were involved when the agreement was written have both written statements stating that Mrs. [redacted] was aware of the agreement she was signing.  Those statements are attached.  We have also attached a...

text message from [redacted] to her trainer requesting to reschedule her appointment, clearly Mrs. [redacted] was aware that she signed up for personal training, hence contacting her trainer.  Gold's Gym is prepared to help Mrs. [redacted] reach the health and fitness goals she has set for herself.  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.

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.  
I find this response to be utterly disrespectful. Please find the attached second letter from a second physician that was provided to them. I sent the original copy from my oncologist to their corporate office in [redacted], which was "never received." When I spoke to their onsite Manager, he told me that cancer which debilitated me from exercising did not qualify me from terminating their contract, which is contradictory to their contract. (This is confirmed by the multiple veterans across the US who have filed suits against Gold's Gym after losing limbs and being sent to collections after failing to be able to terminate their contract due to medical necessity.) Because I did not want to be sent to collections, I gave my credit card information to the onsite manager to pay go on auto-pay for the remainder of my membership. (Which is still utterly absurd!) Even after that, they charged my very valid credit card one time and sent me to collections.So, after it all, I provided them medical proof, on letter head TWICE. Clearly cancer at the age of 27 which makes you go into cardiac arrhythmia while walking is not medically debilitating enough for those who have to squeeze out every penny. I gave up and paid the unethical crooks, told them to set me up on auto-pay, and they still sent me to collections. Everyone knows someone who has been touched by cancer--I surely hope that they would not treat a loved one this way, because it's despicable. 
Regards,

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, February 05, 2016 11:06 AM Subject: 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]

[redacted] did not meet the specific requirements for the 30 Day Money Back Cancellation. It is stated and the member must sign a separate page of the Gold's Gym Houston [redacted] which states starting the join date the member must work out no less than three times per week, is responsible for signing in and out on the member's 30 day money back sheet, meet with a personal trainer, and send a certified letter between the 28th and 30th day. [redacted], signed this document, and was provided a copy.

Mr. [redacted] name has been removed from the prospect list.  Thank you.

Sent: Thursday, February 18, 2016 9:36 AM Subject: 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]

Gold's Gym Houston upholds the terms of the Personal Training Agreement. Member's are given a copy of the term, and must sign and initial to show they have read over all terms of the agreement. In order to cancel Personal Training, a member that has moved 25 miles or greater from any Gold's Gym...

Houston must submit proof of address in conjunction with a buyout of the greater of 30% of the remaining balance of the agreement or $500.00. If a member dies or becomes permanently disabled after the date of agreement takes effect Golds Gym Houston may require proof of disability or death. It is also noted, No other right to cancel, including for non-use of facility. Attached is the signed copy of the Personal Training Agreement by the member, and the second page the member initialed.

[redacted] did not meet the specific requirements for the 30 Day Money Back Cancellation. It is stated and the member must sign a separate page of the Gold's Gym Houston Membership Agreement, which states starting the join date the member must work out no less than three times per week, is...

responsible for signing in and out on the member's 30 day money back sheet, meet with a personal trainer, and send a certified letter between the 28th and 30th day. [redacted], signed this document, and was provided a copy.