Complaints

• Initial Complaint

  01/27/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Had a membership at golds in 2019. Closed because of covid. Went bankrupt, membership canceled. New ownership, moved back up to area, signed up for free trial pass. Was informed I cannot try. Horrible treatment. I want a free month membership now because of this treatment. I should be entitled to try out especially with the circumstances. Horrible company.

  Business response

  02/12/2025

  Mr. ***** is not eligible for free pass because he was a previous member of Gold's. Free pass applies to new members only.  

  
  

  Customer response

  02/12/2025

  Complaint: ********
  
  I am rejecting this response because: i am a new member. Golds went bankrupt and didn't exist after covid. I want my free trial that I am entitled to just as any new customer.
  
  
  
  Regards,
  
  **** *****

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  09/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I became a member of Golds Gym in Montrose Colorado beginning August-September 2022. I canceled my membership and was told by an employee it was canceled. I do not remember the exact date, but I believe it was November 2022 when I canceled. I recently noticed recurring monthly charges and called the gym to leave a message with the manager. She returned my call by voice-mail confirming that I do not have a membership at Golds Gym and that she would have to research what I was being charged for. She stated she'd call me back that afternoon and never did. I called back multiple times to inquire what they are doing taking money out of my bank account, yet refusing to reveal what the charges are for.

  Business response

  09/30/2024

  Good morning,

  
  

      Attached are screen shots on account regarding the account for **** ****. Our business requires a 30 day written notice to cancel account which is explained at the point of sale to begin contract. This policy was reminded to **** when requesting to cancel. We emailed the document to the member multiple times with very clear instructions that he needed to respond to email in order for the cancellation to be processed. The member never responded, therefore the account was not closed. Member reached out to us at beginning of September (each time being very argumentative with front desk associates) when we explained the error. As manager, I attempted to rectify the situation with partial refund. **** called his bank to have charges reversed which blocked the refund and locked the bank account for me to be able to initiate any further assistance. He then called gym multiple times again threatening legal action. Due to his hostility, I told him he should not call the business again. 

  Business response

  10/08/2024

  As shown in email to member, this was misinterpreted by the the member. We sent screen shots of all communications with member and multiple attempts to have member submit written documentation for cancellation as required per contract. The conversation of us offering a partial refund was to resolve issue not an admission of our error. In the attempt of partial refund transaction the member's bank disrupted the attempt and another cannot be made. The account is closed now and our business has fulfilled attempts to resolve situation. 

  Customer response

  10/18/2024

  Complaint: ********
  
  I am rejecting this response because Golds Gym gad cancelled my membership before November of 2022.   

  If Gym staff had actually maintained my membership as they have claimed, there would have been no reason for them to offer partial refund of fraudulent charges.   The gym staff clearly admitted to me that they had improperly closed my account prior to 2022, and that their error had caused the fraudulent charges.  

  It's clear that Golds Gym was in the wrong, otherwise there is no reason for them to offer partial repayment as they had.  

  The manager of Golds Gym is clearly using excuses and "screenshots" as a scapegoat method to avoid admitting responsibility for fraudulent activity.  

  A prior employee of Golds Gym closed my membership, and I may provide proof of such.  I did not have access to any Golds Gym Facility After October 2022, because I did not have a membership.  Golds Gym manages memberships and billing separately.  It was clearly explained to me that my membership was cancelled.  because of their error, the fraudulent billing never stopped.  

  Golds Gym, I look forward to having this issue resolved in a professional and efficient manner, rather than you making inadequate partial offer.  

  Golds Gym Fraudulently charged me over $800, and has yet to pay anything back.  They've made a partial offer, which they then stopped and are now using the excuse that my bank has stopped their charges, yet they never offered to write a check.  

  Additionally, I tried to work with them via telephone, but I was laughed at, hung up on, and told not to contact Golds Gym anymore.  It's pretty apparent how management is working...  Fraudulently charge me, then when I seek repayment, they demand I not contact them anymore.

  
  Regards,
  
  **** ****

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  11/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had to replace my debit card when it was skimmed on a trip. When I was contacted about the lapse in card- I told the texter I wanted to quit Gold's Gym. Instead of recording this stoppage, my membership continued until I was contacted about my membership in Collections. I paid to remove my bill from collections but what I really want to do is pay the last month like a membership cancellation would be.

  Business response

  11/09/2022

  This member signed up for membership online. All details regarding contract were emailed to the member including cancellation process and it is member's responsibility to keep information up to date to avoid late fees and service charges. In order to cancel a membership, the account must be in good standing which was communicated to member via email. The member was contacted multiple times in regards to past due. We pride ourselves in full disclosure of all fees and details of contract obligations.

  Customer response

  11/11/2022

  [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.]
  
  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.
  
  Regards,
  
  ***** ******

*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. ↩