Complaints

• Initial Complaint

  21/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was a member at Golds Gym Country Hills and I was under the 2 year contract I decided to cancel in about February and so I did the process and then I wa fighting with them because they were charging me an extra $50 for "processing times" even though my contract expired in may and I had given more than 30 days notice after while of back and forth I decided to go through with the payment but I didn't pay it because I still found it ridiculous and eventually lost that email and forgot about it. They reached out yesterday to tell me it was going to affect my credit score so I called and was about to pay but they told me that it was now almost $500 my original amount was about $285 so I obviously fought about it and they told me they tried to reach out but I didn't get anything from my side the only calls from golds I have which I picked up where about them asking if I wanted a membership and I told them I was already a member and that I don't want it. I have no messages or voicemails or texts from them till now. My $285 was supposed to be me paying out the rest of my contract of my time remaining plus an additional month because they love to steal money and they told me they increased the payment because it wasn't paid by adding the biweekly $25 now the remainder of the contract was within the $285 but they decided to double it. $500 is almost the price for a full year in golds it's been a couple months and I have NOT used the gym it seems extremely unreasonable and and plain thievery to be charging that when it's already being paid within the original amount. They used the excuse that on the contract it says 10 days late will subject to more payments but on that same contract it talks about May 9 2024 so they're manipulating the contract to how they would benefit but it was be interpreted in other ways as well. Now I'm ok with paying the $285 (even though I don't appreciate the extra month payment) which is my contract but not the scam doubled amount.

  Business response

  24/05/2024

  Member had past dues of which he came to pay on 02/01/24 in the amount of $253.00 receipt on file.

  On 04/06/24 member paid $100.80 

  Member wanted to then cancel his two year agreement of which he signed on 01/19/23 ending 01/19/25. As per agreement terms and conditions which states that member is responsible for providing notice in writing to ***************************
  

  Once the notice to cancel is received, the team sends an automatic response and the account is processed within 30 days from the date it is received. Given that account has no past dues  at the time of the request. The account in this case did have pending invoices which couldn't clear each time processed. 
  

  As the member explained, there were payments not cleared and as a result the account was not cancelled which is the reason it remained opened and continued to attempt pulling funds and eventually the account accumulated outstanding. 
  

  Member did visit again on 04/06/24 and he cleared all and now the account can be canceled with nothing further due. Request has been made to cancel the account with nothing further due at this time. 
  

  Past dues  total paid $ ****** this is the reason the account was not cancelled as payment on a biweekly scheduled invoices was not cleared in time when due. 

  Cancel fee $208.95 plus $50.40 which is two biweekly  this amount was applied to the account and the request was processed 
  

  The account was processed properly. Member was responsible for the past due amount since agreement was active and billing circle as indicated to be biweekly. Disputing the amount  of which he had to clear in order to cancel the account does not make sense given the fact that agreement was still active, members knew of the obligations involved in maintaining the account,  willingly cleared owing and then decided to dispute. 
  

  Below are things to  consider as well:
  

  - Did we have an active agreement? yes

  - Did members know the billing cycle was biweekly? yes

  - Was the member obligated to clear owing as per agreement in place? yes

   - Member was obligated to request cancel in writing to *** team via email to *************************** 

  Actions taken by the club in relation to the file:
  

  - Did the club receive payment from members related to past dues? yes

  - Was the amount received applied and documented? yes

  - Did the club confirm the account did not have anything further dues in order for the account to be processed to cancel? Yes

  - Is the account now closed? Yes

  With regards to this account, we can confirm that members owe nothing further nor are they owed anything as the procedures were followed accordingly and as indicated in the agreement. If members never went into past due status, there would have been less payments made and accounts would have been cancelled. Since they had past dues, the account remained opened and billing couldn't be stopped.

   

  Kind regards,

  Customer response

  24/05/2024

   
  Complaint: 21728523
  
  I am rejecting this response because:

  I paid a significant amount of $498.40 which was double from "overdues" now I had already informed the club that I wanted to cancel. Did I pay it then? No because I didn't agree with their extra $50 for the additional month after my contract ended. Now my main complain is because I should have been paying around $250 but instead I paid doubled and I wasn't informed that it would keep adding to my account. After I already said I want to cancel why would further attempts be made take money out of my account. I was not informed they would continue taking out money nor that they would continue increasing the amount everytime it was taken. They say they have a record of attempted calls and voice mails I had NOTHING on my end the only calls I received were about wanting a membership which I obviously didn't. paying my $250 I don't mind but I believe it is the club's responsibility to at least inform their customers of the repercussions of not paying on time or trying to reach out in different ways BEFORE they keep accumulating more money on their end. 

  Sincerely,
  
  **********************************************

  Business response

  31/05/2024

  Good afternoon in response the reject here is what we do like to add:

   

  - Member states it's the clubs responsibility to at least inform the member of late payment, not only is listed in the agreement of which member has and after initially coming on 02/01/24 and cleared past dues. There have been no payments made since then until april. Did members believe they won't be paying anymore payment and all they needed to do was cancel which is why they are insisting on the $250 payment?

   

    *** team in charge of billing, did reach out, noted the account and below you can see actions taken. 

  Again members did have an agreement of which they are responsible to honor, late and service fees are clearly listed in the agreement, members claiming they were not advised, if they weren't advised how did they manage to send a family member to the club to make payment on their behalf? 

   

  The club representative did contact, *** team in charge of billing did contact them, at this point, we do not have much more to add as the previous details shared and questions paused members did not respond rather decided to reject our response. We have an agreement of which was to be honored, the member ran into past dues and cancellation fee was and is applicable to the request, does the member expect it not to apply? 

  Members are responsible to go through the procedure as indicated in the agreement accordingly.

   

  Best regards,

• Initial Complaint

  02/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Feb 10, 2023, i called Gold Gym customer care to Freeze mine and my son's membership starting Sunday February 12 2023 and asked them to resume back on April 16 2023 as both of us were on vacation during this time. They told me to send an email, which i did and also received a confirmation email that my email has been received. However the transactions continued to occur. After i returned back i followed up with Gym Staff including Manager but did not get any response. Later i sent an email to **************** to cancel both of the memberships and asked them not to deduct any amount from my Credit card and send me details of what i owe them so i can make a payment online. They sent me the final amount i owed but they did not send me information or pay back any amount which was deducted during freeze period. Their response on email was that they never received any request from me to freeze the account, i even sent a screen shot of the email i send them and screenshot of email which i received as confirmation. I also asked them to stop charging my Credit card as i started using another CC, but they still continued to charge my previous credit card. I would like them to pay interest on the amount they deducted since i told them to stop charging. I am willing to pay any amount (Without penalty) i owe them, as long as the money that was deducted during freeze time gets paid back. If they charge me any penalty, i would also like to charge them the interest on amount which they owe me from February 2023. Please let me know if you need any additional information from me. I am attaching the screenshots of email i sent them on February.

  Business response

  12/10/2023

  From: golds clients <***************************************************************>

  Good afternoon *********,

   

  Please see actions your local club has taken with *** to rectify your concerns. Kindly advise if you require further assistance.

   

  Kind regards,

   

   

  Hello Team,

   

  We found another issue with the freeze request as well. The accounts should have been frozen for 4 payments at the rate of $5.25 as their join date was prior to 07/01/22. They were access for 2 payments at the rate of $8.93. We have adjusted the invoices to reflect the correct charge and issued a refund for each account. They are now both cancelled as they were supposed to be cancelled effective 10/01/23 per the previous pending cancel.

   

  *********** / Name ****, Manjinder     refund issued $28.83

  *********** / Name ****, Inder              refund issued $28.62

   

  We do not have access to the BBB to provide the current status of the accounts.

  I will be out of office starting October 4th and returning October 16th. I will have limited access emails and no access to calls during this time, but will promptly follow up upon my return.
  
  If you need immediate assistance, our Technical Support and ****** Services teams will be available to assist you. For convenience, Ive provided their contact information below. I will also be providing information of covering CSMs during this time prior my departure.
  
  Technical Support ************
  ********************* ****************** STAFF ONLY)
  
  ****** Services ************
  ****************************
  Hours of Operations 7:00am 9:00pm CST, Monday Friday

  Thank you,

  ***********************

  Customer Success Manager

  Customer response

  19/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  18/05/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I had been a member at gold gym for one year, fulfilling my contract. I cancelled my membership by following the cancellation procedures given. I emailed them on Feb **** to request a cancellation, they responded saying they would send me a cancellation confirmation. I never received confirmation and am continuing to get charged. I emailed the country hills club on Feb **** and called to request cancellation. They told me to email the original address they provided for me. I have not heard anything back for months and I have called numerous times. The most recent charge was on May ***, 2023. Total charges are ****** since my first attempt at cancelling my membership. I have not been to the club since February. Please help me get my money back and deny all future payments. Thank you.

  Business response

  29/05/2023

  Good afternoon team,

  Please note that we have been in constant communication with the member and we are working on a resolution on this matter. 

  We will share all the updates regarding the concern the moment their become available to ** and thank you for being patient as we work through it together. 

   

  Kind regards,

  Gold's Gym *******

• Initial Complaint

  17/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  on March *** Gold gyms charged me $** which i willingly paid as i missed my regular $** bi weekly payment. The following day on march *** the gym proceeded to take another $** that i had already paid casuing a double charge to my account. i brought this up to staff and they had told me that extra $** would be used towards the next month (march) as an advanced payment/credit. then they proceeded to continue taking my regular payment of $** bi weekly that whole month. causing another $** to be charged extra to my account on top of the extra $** they have charged extra leaving me at around $** overcharged in the last month. coming of easter weekend of ***************************************************************************************************************************************** again though i didnt have money in my account causing me to receive an NSF fee of $** from my bank. then on friday april ** they had tried charging me another $** when i told them i wont be paying without my knowledge and led to another NSF of $**. at this point i have asked for multiple refunds and i have yet to receive any information and i would like a refund amounting to $*** as that has been what has been overcharged to me in the last month when my membership is $** a month.

  Business response

  27/04/2023

  We received a letter from BBB Serving **************** and East Kootenay about a customer's complaint - ***********************; ****** (Primary) - **********. This member claimed for a $*** refund due to overcharges. 

  
  upon reviewing all transactions of which a copy has been attached at the end of the attached document for your review.   Unfortunately, her payments were getting bounced back due to insufficient funds. After analysis, we can confirm based on funds collected that she did not get billed extra. I attached her invoice history as well which again can be seen at the end of the document attached which explains clearly how, when and why the billing took place.

  
  Kindly advise if you require anything further. 

  
  

  Customer response

  27/04/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ************************************

• Initial Complaint

  10/03/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I've had a membership to golds gym in years past, but recently (several months ago) cancelled my membership, I had then recently noticed a concurring charge on my credit card for the membership. I called their customer service number to cancel the membership, but they (customer care representative) refused and said I had to email them the request and wait 30 days for the membership to cancel. I informed them that I had not been using their facilities and had no reason to use the membership. I told them I would like to cancel it immediately, but they said it was their facilities policy for the patron (myself) to not receive a refund and to pay for the membership for the rest of the month.I am not bound by a contract and I was not made aware of this upon my initial membership purchase.My credit card has expired and after recently getting a new one they cannot charge me anymore, but they've asked me to add a new credit card to continue paying for the membership.After refusing to do so, they said collections would come after me for it.

• Initial Complaint

  13/02/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I registered for gym membership and personal training sessions at gold gym on November 14th, 2021. Membership ID- ***********. At the time of gym registration, I made it known to the manager (*********************) that my job only allows me to be in the city for a couple of months, therefore I would like to sign up for a month to month membership and P/T sessions. I clearly remember we had a verbal agreement with him saying " we will make sure you're not paying for services you are not using" so therefore he would not sign me up for a 1 year contract.On the 10th of December , I later realized that he had processed a 1 year contract for me. I called the gym several times , I was always redirected and would be put on long holds without anyone answering the phone, and when they eventually did I was told that I had to keep going to the gym ( Even when I told them that I was moving). I had stopped going to the gym. I sent an email to the director of the gym on the 22nd of December regarding the issue, and also that I had moved from ******* to a rural area ( where there was in fact no branch of the gold gym) and would like to cancel my membership as initially discussed. I was told that I had to pay off 50% of my total amount of $2751 and physically come to the gym to cancel and make payment. I called and explained that it was not fair, and that prior to signing the contract, I informed the manager that I was only signing up for a month to month membership, without knowing that they had made me sign up for a year.********* ** *** **** ***** * *** * ********** ******** ***** * * ********** **** **** **** ******** ** ******** ***** ** *** ***** ******* * ***** *** * **** ****** ** *************** *** ********* was reported to the credit bureau, and was forced to make the payment of $***** on November 11, 2022. Now, having collections on my credit file has done significant damage to my credit score and history, and I would like for a fair judgment, review and correction to my credit history.

• Initial Complaint

  05/01/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  The complaint is about this on my credit report,I have also left a review but will also write a review at the bottom .2022-10-042022-Mar2021-DecN/A$ ********$ ******** **************************** Member Number:********** Creditor Account:****************** Ledger Number:******** I signed up at Gold's gym during the time that some businesses had the vaccine mandate, and some did not have it.I was looking for a place that I could go to without being vaccinated and when I called Gold's Gym they said they would not be affected by the mandate since they are privately owned and run. When I showed up at the gym they did not have the mandate in place and the advisor said the gym has printed all members personal training certificated so they would be able to come in the gym and that should have been my red flag. I signed up telling the advisor I am leaving another gym because they required me to be vaccinated and asked him a few times if he is sure I wont have that problem there and he said it is a private gym and I will be fine. Two days down the road ,I received an email being told I can't enter the gym if I am not vaccinated. I went to the gym to cancel and called and was told the contract is in force and I can't get out of the contract started taking payments and started making calls after a few months that I blocked them from my account since I have not been there beside the time I signed up and the time I went to cancel, have not even touched the equipment once. I kept emailing and explaining to the people who would call and no one cared ,until I have an almost 2500$ charge for a gym membership on my credit report that I have not used even once just because I trusted the advisor there !I do want to ask you to help me in any possible way you can since this is affecting my job as well and I do not have the 2500$ to pay for this at the moment. I do wish to take legal action and take this to court if needed. Please take a look in to this asap as I need to be contracted at my job and this has affected my credit and right now I am not contracted at work because of this. I have already paid a huge price for trusting them and need your help to show them they can't abuse people's trust like this.Thank you so much !

• Initial Complaint

  18/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I requested for freeze my membership for 3 month and I got email that my membership got frozen till 18 November but now they are asking 138 and saying I did not pay 15 $ for 3 months. They are threatening me to put my case in recovery and saying that if I will not pay 138 then I have to pay around **** and my credit score will go down.

• Initial Complaint

  18/10/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  In January 2022, I signed up for a 2 years membership, after a discussion with one of their representatives. The guy told me I could bring my daughter with me since they were providing daycare during my gym hours. I was informed this service was included in my membership. This was crucial to me to sign up, as I had nobody to leave her with. I went to Gold's Gym for a few months, every time with my daughter. To come to the gym with her, I always had to book this service in advance on their website, so Golds Gym and their employees were aware I brought the child there. I was never asked to pay for this service, cause it was included in my membership, as I was told at the beginning of our contractual relationship. After a few months, a man, who informed me he was the manager, asked me to pay more ( for a Platinum membership) if I wanted to continue to come with my daughter there. I was not happy to hear this, since when I signed up for 2 years I was told a different story. Maybe the sale representative misinformed me just to make me sign? I never came back to this place cause I did not like how I was treated...It looks like they will say anything to make you sign. And then they ask you to cancel if you do not like it. Cause a cancelation fee is still free money, right? In July 2022. I asked them to cancel my membership (see PROOF), which it looks like they did not do it... So, today I got a collection notice saying that there is an overdue amount of $465 in my membership (see ******** what they sent) But I asked to cancel it in July! It looks like it is not their first time trying to get the money they do not deserve! ****** **** *** ***** ******* ** ***** ****** ******** **** ** *** *** ***** ****** *** ******* ******** **** ***** * **** ******** **** ******* **** **** *** **** ******* *** ***** *** * *** **** **** **** * ********* *********** **** ****** ** ************ *** ***** **** **** **** ***********************************************************

• Initial Complaint

  23/06/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  On May 5th, I signed a contract with Golds Gym for personal training. When issues arose two weeks later, I called Golds Gym and got no response to the countless voicemails left behind. I have called the manager in charge of personal training, ****, and have been met with zero help or response from him. I had to cancel my original trainer due to her inability to come to training sessions due to a bad cold she had for about 1 week and a bit. This was understandable, so I approached **** asking him to kindly cancel my personal training. He refused to (I had only had one session and also was not informed that I would not be able to cancel), and said that he was only able to set me up with a new trainer, unless I was willing to pay a cancellation fee ($1506.50). After waiting about 3 weeks, leaving him voice mails, calling the gym several times over this course of time, I was met with absolutely no response and have not been set up with any personal trainer yet. I am very unhappy with how the gym operates its personal training, and extremely disappointed with ****. I am still being charged $131 biweekly for training sessions that I have not been provided with. This money is being taken out of my account despite the first trainer cancelling on two training sessions (I was still charged despite it not being my fault), and it is being taken out despite **** not having set me up with a trainer. Additionally, when he finally got back to me on June 13th 2022, he promised he would freeze my payments until I was able to use all of my banked training sessions that I had already paid for ($458.50 worth). A week later, I see that Golds Gym has taken out another $131 from my account despite **** and Is previous conversation. I would like for Golds Gym to please cancel my personal training, and I would like to get a refund for the training sessions fees that were taken out of my account despite no training sessions being set up by the gym with any trainer ($524).

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩