Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:31/07/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I registered for Gold's gym ******** and they didn't cancel my membership when I requested it and continued to charge me. I asked for a refund of $48.28. But they refused. I have attached more details, as well as my contract and their contract. I hope you are able to assist me *** ********* **** ***** *** ** **** ********* ** ******* **** ** *** ******. --*********************************

  Business Response

  Date: 25/08/2023

  Thank you for contacting us. ********************************* selected a membership which required a 60 day cancellation notice. I have attached a copy of her agreement to this submission. On the club copy, we require her initials next to this cancellation policy. This indicates to our administration that this policy was covered and understood by the client. At the time of joining, she prepaid for a number of payments but did not submit a cancellation by filling out a cancellation form (as per the requirement listed in her agreement). As a result, her account continued as active. She reach out to us at the beginning of July requesting an immediate cancellation. We responded timely to her request by letting her know a cancellation requires a 60 day final billing period (a member receives full access to the club during their cancellation period). She was unhappy with this response and so as part of our customer service commitment, I offered her additional solutions such as an immediate freeze and credit OR a gift certificate based on her cancellation payments which could be used at a future date of her choice. She was unhappy with these strategies and so I contacted my supervisor with the special request to close her account immediately. I indicated to Shaina that it would take 5 business days to receive a response. Although ****** had selected and signed for a membership that required a 60 day cancellation period, based on her lack of attendance and as part of our customer retention strategies, on July 26th, we notified her through email that we have accepted her request for an immediate cancellation. As a result, the remaining payments in her cancellation period were waived. This saved the client $127.01. As the BBB, if your require any additional information or if you would like to speak to me directly I am happy to assist you. Our facility contact number is #************. Thank you and have a great day.

  Customer Answer

  Date: 26/08/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  

  I actually gave 8 months notice when I signed up. I do not work for Gold's Gym, nor have I ever registered with them in the past. I would not be aware of this cancelation form the manager speaks of. The staff member who signed me up was well aware that I only wanted to sign up for that given period. This is the situation that I can not seem to make clear to the manager. Clearly there was a mistake on their end. Either the staff member forgot to have me fill out the cancelation form or she deliberately did not have me fill out the form hoping that after 8 months I would have forgotten and the business can continue to charge me and then request another 60 days notice. The situation is simple. I signed up to Gold's for 8 months, I gave my notice at time of registration (8 months notice), the staff member was well aware of this for she even sent me an email saying here is your receipt for work, the company made an error and they are trying desperately to keep money that was never theirs in the first place. The only reasonable solution is to refund me my money that was never theirs to take.

  
  Sincerely,
  
  *********************************