Complaints

• Initial Complaint

  08/07/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  A few months back, I called the GoodLife Customer Service number to discuss putting my personal training payments on hold, as they were becoming too much. I was told I had one more payment, and not to worry, and to also know that my session would never expire. Fast forward - November I started a new job during Black Friday season, Christmas and Boxing Day, the busiest time of the year. December 26,2023 I fell off a ladder at work, and was on WCB until May 10th 2024, no lifting pushing/pulling anymore than 10 lbs I had 30 personal training sessions remaining I contacted my PT to start up and continue my 30 sessions- valued at $**** According to the business, after 20 weeks not attending, the sessions are void. I told them I had Drs documentation that I was off from doing any lifting etc… I also told them how I had been reassured months prior that my sessions would never expire. I inquired about if they recorded calls for training purposes, that they could hear the agent tell me this. They asked if I had it in writing, I said “why would I think to get it in writing if customer service is telling me it is so” $**** of mine in their pocket, zero empathy and no attempt at some sort of compromise or resolution or good faith. *** ************* **** **** *** **** **** **** ***** *** *** ** ** ***** ***** I would like the resolution to allow me to have my sessions back.

  Business response

  08/08/2024

  Good morning,

  Thank you for your email. Please see below our policy related to reinstating expired sessions as well as the email correspondence between Bronwyn and our member support team. Unfortunately this is all the information I have as I did not have direct contact with Bronwyn regarding this matter and she went to our customer service department to find a resolution. If you have any questions please do not hesitate to contact me. 

   

  Thank you, 

   

  Tyler ******

  Fitness Manager

  Goodlife Fitness Grant Park

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

   

  Extending Expiry Dates and Reinstating Expired Sessions

  If a Client is approaching or has reached the expiry date on their Personal Training sessions, there are a few options available to them to ensure they can continue to be serviced:

  1. Clients are permitted to request an extension of the clip card expiry date. One extension per contract is permitted. The expiry date will be reset in accordance with the remaining number of clips, per the chart below, OR
  2. Clients whose clips have expired are permitted to request a reinstatement of the clip card, as long as the request is made no more than 4 months after the clips have expired. One reinstatement per clip card is permitted (1 per contract for paid-in-full sessions and 1 per clip card for PT PAP). The new expiry date will be set in accordance with the number of clips being reinstated, per the chart outlined below. Reinstated Personal Training sessions will be reinstated with a value that matches the original price per session purchased by the Client.

  Requests must be entered into the PT Agreements Change Tracker and will be completed by Home Office. Only one option (extension or reinstatement) may be used per contract. There is no approval required, as long as the terms of this policy are followed. Exceptions to the above are not permitted, including medical exceptions. Associates are not to request or collect Doctor’s notes. NOTE: The Member will receive an email to their email on file, informing them of their reinstatement and new expiry date once the request is processed.

*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. ↩