Complaints

• Initial Complaint

  03/26/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Signed up for a gym membership in March of 2021. When I moved across town and got my own house I wanted to cancel my membership. It was advertised as $10 a month cancel anytime, however I was being charged "club fees," on top of the membership fees, and when I tried to cancel I was told I would need to come in to the gym to do it in person. However, when I got to the gym I was told only a manager can cancel my membership and they werent there on the weekend. I work during the week so coming in during the hours I was told, 9-5, would be difficult. I took a day of to come in during the time I was told the manager would be there but then when I got there he/her wasnt. I wad then told I would need to mail in a cancellation form and that it would take 90 days to process it. I instead called my bank and had them block that transaction, costing me $20. My bank, ************ Credit Union, is investigating and reversing as many charges as they can. All in all I have paid for a gym membership for a year that I havent wanted and repeatedly tried to cancel.

  

  Business response

  04/29/2022

  Business Response /* (1000, 7, 2022/04/18) */ Hi Hannah, Could you please get this complaint transferred accordingly. He belongs to a franchise in TN. Thank you, MIRNA ********** SENIOR CUSTOMER CARE MANAGER Business Response /* (1000, 17, 2022/04/21) */ Mr. ********* enrolled with Gold's Gym on 02/09/21 and was emailed a copy of his agreement on 02/10/21. This agreement contains all instructions and options for canceling the account. We process cancelations Monday - Friday from 9am to 7pm. All cancellations require a 30-day notice. You can also mail in your cancelation via certified mail and your 30-day notice begins on the postmarked date. Once your letter is received you will be contacted by Gold's Gym. If you send the letter certified, you will also receive a signed notice from the **** of who picked up your letter and when it was picked up. This ensures cancelations are not lost. Additionally, all Gold's Gym emails sent to members contain direct contact information for our billing director. Mr. ********* was also sent an email directly from our in house collections director attempting to resolve the account. Mr. *********'s account began going delinquent in February. Shortly after the general manager began contacting Mr. ********* about his account, again emailing him at the address on file. On 03/24/22 his bank revoked authorization. We have no record of Mr. *********'s attempts to cancel and he made no attempt to contact the GM, Billing Director, or respond to any of our attempts to contact him.

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