Complaints

• Initial Complaint

  07/31/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am active duty military and was training in the area at **. *********************. During that time I decided to join this gym and was told I could cancel my month to month plan at any time. I quickly moved to my next assignment and when I tried to cancel I was told that I must either speak to a manager in person directly or send an official letter. I sent multiple letters but the membership was never cancelled.

  Business response

  08/05/2024

  Goof afternoon -

   

  I called Mr. *************************;regarding his account with ********************** ****************, unfortunately there is no responses.  I was able to cancel his membership immediately with no further dues. 

   

  Thank you! 

  ******************************* - General Manager

  
  

• Initial Complaint

  07/23/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am writing to address my frustration the Golds Gym Colonial Heights location. On April 2, 2023 I attempted to downgrade my membership from premium since I had moved further away and was only using one location closer to home. I called the Colonial Heights location and was told the manager is the only one who can downgrade memberships and the only way to downgrade is to come into the gym and speak with them. I was also told they were only available Monday-Friday from 11am to 5pm. I work a full time job Monday-Friday from 9-5 and now live forty minutes away from the Colonial Heights location so this made what should be an easy process even more difficult. By the time I was able to come into the gym, I was ready to cancel my membership entirely. Not only has it been almost impossible to speak with someone about this, it has been incredibly frustrating and disheartening how difficult everything is made out to be. When I first joined I was excited and enthusiastic about the gym itself and the location. Since joining, I have had nothing but problems with the Colonial Heights location when it came to my membership and services. I canceled my member in February 2023. Since canceling, I have been getting calls, texts, and emails asking to update my payment information so they can take money out of my account. Not only had my payment information not changed, I was under the impression my membership had been canceled. Now, I am being constantly bombarded by a collections agency asking for payments. I'm not sure what to do anymore. I simply want to cancel my membership. Please advise on next steps to cancel my membership..again.*************************

  Business response

  07/27/2023

  I spoke with Miss ************************* regarding her account with ********************** ****************.  She requested for her account to be cancelled.  ******************* is very thankful that I was able to help her to cancel and  get her account off of return for collections, and will be paying her last 2 payments dues. ******************* is very happy and satisfied without any further complaints. 
  
  
  *******************************
  General Manager

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Please see attachment for details.

  Business response

  07/10/2023

  Good morning,

   

  I spoke with ****************************** regarding her account with ********************** ****************.  She requested for her account to be cancelled. I was able to help her out  and cancel her membership and she paid her last 2 payment dues. Also, I gave ************* access to the gym until  the end of the month of July and she is very happy happy and satisfied without any further complaints. 

  Thank you,

  ******************************* (GM)

  
  

• Initial Complaint

  04/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am *************************, a Captain in the ************* Army (Active Duty). I was a member of the **************** Golds Gym from June 2022 to December 2022. In October 2022, I received orders to deploy to the country of ****** and canceled my membership in December. I verbally requested a cancellation of my Gym Membership in person and wrote a handwritten letter requesting the same. I provided this handwritten letter to the Gym. I received a call from the ************************** on 30 March of 2023 stating that an amount of about $250 was sent to collections in unpaid dues.According to the Servicemembers Civil Relief Act (SCRA), an active-duty service member who has/will deploy has the ability to terminate contracts such as gym memberships with no charges. From January 2021 to March 2022 I was deployed to the Country of ******. I am requesting a refund of $520.84 for the time that I was deployed.From my deployment in ******, I was then directed to conduct a Permanent Change of Station (PCS) to Ft. ********, KY where I joined a local Golds Gym in ***********, **. I never returned to ********, but the **************** Golds Gym in ******** was still drafting membership dues from April 2022 to November 2022. From September 2022 until February 2023, I was again directed to deploy by the ************* Army, this time to ******. In November of 2022, my credit card expired, and the ******************** continued to attempt to draft payments against my card until 27 March 2023 when my file was sent to collections. I am requesting a refund of $313.91 during this time and forgiveness of the debt sent to the ************************** of about $250.Your assistance in this matter is greatly appreciated.

  Business response

  04/13/2023

  From: ******************************* [mailto:*********************************] 
  Sent: Wednesday, April 12, 2023 10:37 AM
  To: ********************* <******************************************>
  Subject: FW: [External]You have a New Message from BBB serving North Central *****, Consumer Complaint #********
  
  Hi ******,
  
  I hope youre doing well. 
  
  Can you help transfer this complaint to the appropriate franchise in ******** please? 
  
  
  Thank you,
  
  *******************************
  Senior ************* Manager
  O 
  E ************
  *************************************
  
  ******************* ******* Freeway
  Suite 700
  ******, **  75240 
  

  
  

  Business response

  04/17/2023

  Good morning!
  

  I spoke with ******************** regarding his account with Gold's Gym **************** on April 14, 2023. And his only concern was his account being returned for collections. He requested for his account to be cancelled and removed from collections. We were able to call ************* to cancel his membership with no further dues. As well as we were able to resolve the issue with ********************* and collections. ******************** was satisfied with no further complaints. 

   

  Thank you!

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

  General Manager

• Initial Complaint

  04/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I do not have the ability to go there the hours that the person works to cancel my membership. I too work Monday through Friday, 9am to 530pm. Before those hours I have children who go to school I am getting ready. I have not been in that gym for years due to medical issues and have tried on MULTIPLE occasions to cancel via phone but have been denied. How is it that I can create a membership via website but can not cancel one? I can forward you my photo ID, which you should not need since below you will have all my information to pull me up. I have paid a gym membership for 6 yrs in the amnt of $19.99 a month and can not utilize it. They are taking my money with no accommodations for those with medical issues

  Business response

  04/17/2023

  I have tried reaching out to ************ multiple times, and unfortunately her voicemail is full. I need to verify her account - because I cannot locate an account where she pays *****, only one where that is **** per month. So before I take any action I need to speak with her to verify her and her account. 

  Please have her reach out to me. 

  ***************************** - General Manager

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

  Customer response

  04/17/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *******************
  
  
  
  

• Initial Complaint

  07/09/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I moved to Manassa VA and went to the golds gym in that area. I requested they transfer my membership to their location. They called the golds gym in Colonial Heights. The Colonial Heights golds gym told Manassas golds gym they would not transfer my account and I could not close my account unless I came in person or mailed a certified letter. The following Friday I drove to Colonial Heights to close my account. I was told they couldn’t close my account because the person who closes accounts had already left for the day. I asked to speak to a manager and was told there was no manager working but they would be in the following day. I came the following day with a hand written letter a copy of my ID and my phone number and attempted to give it to the manager so that she could close my account. She refused to take any of my information and said she’s not in charge of closing accounts and that person won’t be in until Monday. I asked would she be working on Monday. She stated yes her hours are the same as the person who closes the accounts. I asked why she couldn’t hand my information to the person who closes the accounts and she stated because it might get lost. Neither of the Golds Gym are privately owned so they didn’t honor the contract that states you can transfer your account if needed. Also I find it ridiculous that you can have someone come in person to close their account and deny them services.

  Business response

  07/11/2022

  Hello,

   

  We went ahead and closed the account. It appears that the member has not been charged for this month so I can't refund anything. He did use the gym quite a few times last month and made his payment on time.  

   

  Shepp ********** - General Manager

  Business response

  07/19/2022

  Hello,
    I will just refund the charges for June since there were none for July.  Your membership was already cancelled. Hopefully this will be acceptable. 

   

  Shepp *********

  General Manager 

  Customer response

  07/25/2022

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID 17544053, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: complaints@richmond.bbb.org.
  
  Regards,
  
  Jodie *******
  
  
  

• Initial Complaint

  03/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On the week of Jan 10th I came to Gold's Gym Colonial Heights Va to cancel my membership and spoke directly with Valencia who had me go to her back office 'to process the cancellation'. I asked her also for documentation showing the cancellation which she assured I would receive. She stated I first needed to sign a console for the cancellation. I complied without seeing what I was signing to and was in full trust I would be getting the document and proof cancellation. Valencia then failed to produce the promised document. I could not wait any longer for her to work out her issues I needed to leave the gym. I requested for her to please email it to me. She however failed to and also failed to return my subsequent calls following up on it. Each time I called the staff stated she was not there and refused to email me the doc theirselves. Each time I requested they leave her a message for her to call me and to email me the cancellation document, leaving my email and phone number. I also asked for Valencia's email. They refused to give it! I then went online to the gym's website to cancel but was unable to. Because of Valencia's repeated failure I immediately called my credit card company re the situation. Today my credit card company informed me that on March 25 (last Friday and over 3 month's after going to Gold's Gym and requesting cancellation) Gold's Gym tried to charge my credit card for $******! Trying to charge my card over 3 months after requesting cancellation, failing to cancel my membership in the first place, failing to return my calls or email the document I signed IS TOTAL HARASSMENT AND THEFT and unethical, un-transparent, sneaky and corrupt. And really? Do I have to go to the 'back office' to request my gym membership to be cancelled?! You can't process that at the front counter in full transparency and disclosure? You have to take me to the back behind closed doors!? And having me sign to something I have no idea to what!

  Business response

  03/29/2022

  Good morning!

  
    Thank you for reaching out. We do have the cancellation form on file for ******* ****** and we normally print out a copy of that form when the customer cancels so that we can give them their copy.  When gym members cancel their memberships they are required to remunerate any payment within 30 days.  These are the terms of the agreement signed upon joining.  ******* agreed to this when she joined in November upon signing the agreement.  She however, did not make these payments, so that is the reason the account remained open.  To remedy the situation, we will go ahead and close her account.

   

  Shepp W********

  General Manager

  Customer response

  03/29/2022

  
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me pending my account with Gold's Gym is closed and that there no more charge attempts made to my credit card. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: complaints@richmond.bbb.org.
  
  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. ↩