Complaints

• Initial Complaint

  04/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  For the past 6 months I have made a simple request.... please replace the foot straps on their Concept 2 rowing machines. This is a safety issue. All I get is the runaround.This is at the Golds Gym Facility, ********* ************** Pike Golds gym Location.Thank you for your help.********************* (Silver Sneakers member)******************************************************* ************

  

  Business response

  05/15/2023

  My apologies for the maintenance issue not being addressed in an appropriate amount of time. I have ordered new straps for all rowers and a set of back *** for each. They should arrive late this week and I will personally install them the week after.
  

  We appreciate your efforts to help ** make Golds Gym ******** a safe and fun club. 

• Initial Complaint

  04/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for me and my under age son memberships in April of 2022. Today I went to cancel because I was lied to upon sign up that the sauna would reopen. It hasn't. The gym is typically dirty and always broken machines. I have paid out the contract I signed. So I am now month to month. I tried to give a 30 day notice this evening and was met with a girl with a horrible attitude and zero buisness working with the public who said she was the manager on duty and I had to pay for the 30 day cancelation up front. I was just told at sign up I just had to give a 30 day written notice which is what I tried to do today. I understand that during that 30 days if I owe I would be charged. I was NEVER told I would have to pay UPFRONT to cancel or they never would have gotten my money to start. I want my membership canceled. Not to pay UPFRONT to cancel a month to month when I don't even want to go to this gym another 30 days between trainers standing around flirting with members, desk workers never at the desk because they are watching others lift or having conversation with friends when you come in or leave. To broken machines and the women's only area being bare as possible. I want my membership canceled and be done.

  Customer response

  04/13/2023

  Golds Gym ****************** ********* ** 

  Customer response

  04/13/2023

  Golds Gym 

  ******** Hwy

  ********* Tennessee

  

  Business response

  05/15/2023

  Golds Gym cancelation policy requires a 30 day notice. As part of this notice we collect the final owed amounts for two reasons. First it gives ** time to remove the account from the auto draft system. Second- it cuts down on accounts being sent to collections, which costs everyone involved more.
  This should have been explained to you when you signed up along with the 30 day notice requirement. I have refunded the $42 paid on 4/14.You should receive it within 3-5 business days. 

• Initial Complaint

  11/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had a month to month membership with golds gym I have tried multiple times to cancel and keep getting told I need to speak to a manager everytime I go by there is never one to talk to. If I paid more for a month to month membership it shouldnt be impossible to cancel. I emailed them today and got this nasty response after reading reviews they do this all the time

  Customer response

  11/09/2022

  Golds Gym 

  1713 ************************************************************************

  

  Business response

  11/30/2022

  Cancellations are handled in the club Monday - Friday from 9am to 7pm. A manager is on site and available during these hours. We also accept cancelations via ceritifed letter.
  The cancellation process takes 30 days from the point of request (or post ****** Once received you will be contacted by the billing department and given further instruction. All accounts must be current and all past dues paid prior to the 30 day notice beginning.
  We show Ms. ****** account was canceled by our billing director on 11/08/22. 

• Initial Complaint

  10/27/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In September 2021 I signed a one-year contract with Gold's Gym Tennessee. In October of 2021 I moved to ****************, but beforehand I attempted to cancel my membership in person, over the phone, and through the mail. All of these attempts were rejected and I continued to be charged. In July 2022 Gold's Gym was required to inform me that my year was up and offer me the option to cancel before my membership became a permanent month-to-month. They did not send this message or make that offer. In September 2022, due to their contractual violations, obvious malicious intent in refusing my cancellation notices, and inability to provide services in ****************, I issued a stop payment request with my bank. On October 26, 2022 I was sent to collections.

  

  Business response

  11/08/2022

  ************** enrolled himself online with Golds Gym on 07/14/2021. He elected to do a silver level plan with a 12 month agreement.  Payments for his plan began to decline in Sept of 2021, and the member issued chargebacks for his dues. The chargebacks were deemed invalid, and the amounts were reposted to his account.  During this time, we attempted to contact ************** at his email and phone number on file (which match the info in this complaint) over 20 times, with no response until Oct 2022.  
  There is no documentation of ************** attempting to cancel his agreement. Sending a cancelation request by certified mail (as outlined in the agreement) would provide the member with tracking information. ************** was unable to provide this or any other documentation to support his claims.  
  Additionally, ************** was abusive in his language with our collections **** and made several threats of additional action. Ultimately ************* paid the collection amount, and the account has been closed. 

  Customer response

  11/08/2022

   
  Complaint: 18321687
  
  I am rejecting this response because:
  
  Sincerely, the collections manager in question acknowledged wrongdoing on their part and closed my account. I did not pay collections, since Gold's Gym had the debt removed after acknowledging wrongdoing. They broke the same clause of my girlfriend's contract and I don't doubt there are many more people affected. This guy is straight up lying and I have the emails to prove it. And yes, I probably did hurt his feelings. Boo hoo.
  
  *********************

• Initial Complaint

  10/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  10/02/22 i was at golds gym on **** old fort pkwy doing my normal workout using a machine closest to the desk maybe 10 ft away when the person behind the counter tells me im making too much noise,granted all the machines are metal and have no rubber cushion so when you lower the weights they are going to make noise. I have a membership at another gym just 5 minutes away so i just told the employee to cancel my membership and id never come back,he stated that he could not cancel my membership,then proceeded to tell me how i was suppose to workout eventually he told me to leave and even called the police to have me banned from the business which im ok with but he still takes money from my account,i want my withdrawals stopped immediately since i can no longer go inside to have someone cancel my membership,granted they have video cameras thruout the whole businees which i asked to see.I want an apology from this business and no more withdrwals from my account.

  

  Business response

  10/09/2022

  On 10/2/22, ******************** was involved in an altercation with the staff that escalated to the point that police were called. He has since called and harassed staff members at multiple clubs. He has been banned from all Gold's Gyms and his membership terminated.

  Customer response

  10/13/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I never harassed the members at any of the locations,the staff at golds on old fort told me I was being to loud,which I wasn't all I told him was to just cancel my membership,he said he couldn't cancel on Sundays which isn't true because my wife came to the same location 3 weeks prior and canceled hers,I called the other location to confirm my membership had been canceled and was told it hadn't been and the person on the phone said they can't cancel over the phone I had to come in,I informed her I was told not to come on the property, I want a refund they took out several days after I tried repeatedly to get my membership canceled. I never harassed anyone.The staff member at the old fort had told the police I threatened him which is untrue and false.I just want my refund they took several days after the original incident.

• Initial Complaint

  09/26/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I sent TWO certified letters to the Gold's Gym Tennessee Corp. Office address in ************ in an attempt to cancel my membership at the ******************, *********, TN ***** location and to permanently stop them from charging my credit card every month. The first letter was returned unclaimed after many weeks, while the second letter is currently sitting at the ************ post office and marked as "Available for Pickup" by postal tracking, but as of yet has not been picked up. This is in violation of TN state code allowing members to cancel their membership by mail, since they will not pick up their certified mail. I am also filing a complaint with the TN Attorney General's office to show how they are in violation of state code, and will be providing evidence of my unclaimed certified letters and postal tracking records showing their continued failure to pick up their certified mail. My gym membership number: **********. This is the cancellation address given to me by the ********* gym and posted on their website: Gold's Gym Tennessee, LLC Corporate Office â„… Cancellations ************** ************, TN *****

  

  Business response

  10/19/2022

  Business Response /* (1000, 5, 2022/10/09) */ We received a cancelation letter from Mr. *** postmarked 09/12/22. It was picked up and worked on 09/27/22 and a confirmation email was sent to Mr. ***. After receiving this BBB complaint, we went to our Post Office and advised them of missing mail. This led to finding half a dozen misfiled letters. Our billing director could not locate any emails or inquires from Mr. *** about his issue with the certified letter. A copy of this may help in determining why it was not put in our box and picked up during the twice weekly visits.

• Initial Complaint

  07/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I just tried to cancel my account with them today and they all of a sudden have a 30 day cancellation notice they never told me that and they want me to pay them 40$ to cancel and charge me next two months which is ridiculous I want them to not touch my bank account

  

  Business response

  09/08/2022

  Business Response /* (1000, 11, 2022/08/24) */ Ms. ***** enrolled at Gold's Gym ******* on 03/24/22. She elected to enroll in a Gold level month to month membership, which is advertised as "cancel with only a 30 day notice". This has been Gold's Gym Tennessee policy for over 10 years and is clearly outlined in the agreement. Additionally this cancelation policy is the industry standard for health clubs. Consumer Response /* (3000, 13, 2022/08/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I want them to stop charging my card effective immediately or I will contact my bank!! I don't even go anymore and I want my last two refunds!!!

• Initial Complaint

  07/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This is the Gold's Gym at 1691 Memorial Blvd in Murfreesboro, TN. I wanted to sign up to use the gym for a little over 2 weeks. I explained that I would only be in town for a brief amount of time and if this was possible. They said yes of course and explained what the options were. I asked how much this would cost and was given a breakdown of charges. $40 sign-up fee, $15 every two weeks and a maintenance fee of $40 that goes into effect after 30 days. I explained that I was no longer interested because approx. $100 was too much to spend for 2 weeks access. Gold's explained that I would not have to pay the maintenance fee as long as I canceled within 30 days. So I confirmed the amount and agreed to sign up. I went to cancel the membership after day 16 and was told that in order to cancel my membership I would need to pay the $40 maintenance fee in addition to a $30 cancellation fee for cancelling the membership without 30 days notice. I'VE ONLY BEEN A MEMBER FOR 16 DAYS. And I explained at the time of sign up that I would only be a member for 2 weeks and was specifically told that I would not have to pay these additional fees. Who would agree to pay $120+ to use a gym for 2 weeks?! They directly lied to me in order to get me to sign up, knowing that I would be assessed these fees. They are charging me these fees for following the specific instructions they provided me with to avoid them. If I don't pay them, they told me they will send it to a collection agency to attack my credit. How is this not extortion? They explicitly lied to me about paying these fees so that I would sign up and now are threatening me if I don't pay them. I selected "correction to a credit report" as my desired resolution despite this having not yet hit my credit report. Was this the correct choice?

  

  Business response

  08/30/2022

  Business Response /* (1000, 10, 2022/08/24) */ Mr. ***** was signed up incorrectly for his expressed need. We offer straight 1 month memberships just for this type of situation. This was addressed with the manager and staff and Mr. *****s balance was waived and his account closed.

• Initial Complaint

  04/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  During COVID golds gym closed, which was understandable given the circumstances. When they opened back up, they changed their hours, which again was understandable for a time period. Over the months they did not go back to pre-pandemic hours, which included a 4am open time. That was the only good time for me (and several others that I know) After my legitimate contract was up, I let the manager at the Hendersonville location know that I wanted to cancel. He said given the circumstances they would accept my cancellation in writing there in person. On my last visit, I submitted this. Now they have their collections team calling me stating I still owe them $77. I don't. I completely fulfilled my obligation and they dropped the ball with their manager who didn't close out my account completely. I called several times noting I was still being charged and no one would ever call me back, to the point I had to cancel the debit card on file so the charges would stop. (Hence the claim of $77) I've been harassed by their collections team and now some ambulance chasing attorney for $77. Golds gym needs to stick by their words and if I should've gone through corporate to cancel this manager had no business taking my notice to cancel and claiming he'd "take care of it"

  

  Business response

  05/16/2022

  Business Response /* (1000, 8, 2022/05/09) */ ****************** originally enrolled 03/20/19 on our website for a VIP plan. On 01/04/20 she elected to move down to a Gold level plan. On both occasional a copy of the agreement was sent to the email on file. This agreement contains all instructions for canceling an agreement. Mrs. *********s last 4am check in was 08/06/2019, nine months before the change in hours. There are no documented communications from Mrs. *********, however we attempted to reach her numerous times with no success. Here are the dates and times of our reach out. Date/Time 2/23/2022 11:02 2/15/2022 5:53 2/8/2022 6:11 2/3/2022 12:04 2/1/2022 6:51 1/25/2022 12:38 1/25/2022 6:53 1/19/2022 5:41 1/14/2022 11:56 1/14/2022 11:56 1/13/2022 11:16 12/30/2021 10:21 Written cancellation notices are to be provided by certified mail. If you are in the club then you would sign the normal digital cancel form. It takes less than 5 minutes and you are provided proof of cancelation. We do not make off cuff decisions on our cancelation processes. The GM **** has been the manager of this location for 6 years and states that he did not speak to Mrs. ********* about this or authorize a non standard cancelation. Had she been in club to speak with him, he would have just followed the standard process and would have provided her with documentation.

• Initial Complaint

  04/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 4/3/2021, I signed up for a 12 month membership and paid $10 to get started at the Knoxville - Farragut location. My contract states that I was going to be drafted $24 every 2 weeks, starting on 4/9 and the number of payments was going to be 25. At the end of February, I tried to have my membership set to cancel after my contract was up as I was moving out of state. I was told multiple times that a manager needed to be present to cancel. I went in twice a week during normal business hours when there should be a manager present for over a month to try to cancel and every single time, I was told they were short staffed and there was an excuse as to why there wasn't a manager in. On 3/24, I was then told to go to the Walker Springs location for a manager. I went in on 3/25 and a manager wasn't in. The employee there said he would try to cancel it. I was forced to pay $64.99. There was no explanation as to what this was. I was told I had to pay to cancel it. On the same day, I was again drafted $24 - this would be the 26th draft when my contract stated 25. I've looked over my contract and no where does it state there was a cancellation fee. I called today 4/5 and spoke to a manager who said that my membership was still being charged and that I would be refunded the $65. He called me back a few hours later and said that I wouldn't be refunded because the fee was because they have a 30 day policy for cancellations. I explained that I was aware of that and that I tried to cancel multiple times a week for 6 weeks prior. He agreed that the cancellation policy is "annoying," but refused to do anything. It is a complete scam by having a difficult cancellation policy that requires a manager, but then never have a manager available.

  

  Business response

  04/13/2022

  Business Response /* (1000, 5, 2022/04/11) */ Like many businesses we are experiencing issues with staffing our facilities. We regret that this issue impacted Mr. ********* and have taken steps to ensure this type of issue does not occur again. Additionally we have issued a full refund for the $64.99 Mr. ********* paid as he made more than a fair effort to follow our policies. Consumer Response /* (2000, 7, 2022/04/13) */ (The consumer indicated he/she ACCEPTED the response from the business.)

*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. ↩