Complaints

This profile includes complaints for Gold's Gym's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Gold's Gym

  2155 Allison Rd Vancouver, BC V6T 1T5

• 

  Gold's Gym

  215 3823 Henning Dr Burnaby, BC V5C 6P3

• 

  Gold's Gym

  19989 81A Ave Langley, BC V2Y 0C7

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:21/05/2025

  Type:Billing 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've been a member at Gold's Gym since May 2022. I found out a couple of months ago that since July 2023, they've been double-charging me for membership payments. In doing some more investigation with the gym and their payment service (ABC Billing), I found that my credit card was put onto another member's profile, and their payments were going through my credit card. I told them this, and they said that there was a payment authorization form for that member that had my signature on it. At the gym, they use a digital inkless signature pad and do not provide a physical copy of the form or a way for the members to view this before signing it. I informed them that I don't know this person, nor did I authorize payments to be taken from my credit card for their membership. I've been going back and forth with them trying to get the money refunded, but they have offered no refund, nor have they accepted responsibility for their mistake. They were able to offer 6 months free membership, as well as a $9 bi-weekly discount on the membership after that. The amount that I'm trying to get refunded is roughly $881 which was incorrectly charged to me. For reference on the photos, my membership is $29.39/bi-weekly, they have a quarterly maintenance fee, and the membership I was incorrectly charged for is $20.99/bi-weekly

  Business Response

  Date: 09/06/2025

  Hello,
  
  We have been working with Jacob on his inquiry and claim via email. The individual Jacob was paying for has his signature authorizing his credit card to be used for the account. We send the copy of the form via email, should a member wish to have a physical copy we are happy to provide on prior to signing or after signing. We requested Jacob to check with his bank should those charges be fraudulent. From my understanding the bank was unable to chargeback a large amount as the time had passed. In good faith we offered Jacob a compensation with membership as he has mentioned within his complaint. Unfortunately a refund is not applicable as there is a signed document in place.
  
  

  Customer Answer

  Date: 13/06/2025

   
  
  Complaint: 23360126
  
  
  
  I am rejecting this response because: As discussed, I DID NOT authorize the other gentleman to have his payments come off of my credit card. I've never met that person, nor would I have authorized those payments. This was either a) a mistake made by one of the employees at the gym, or b) Fraud by the other member, or an employee. Being a digital signature it is possible that the signature I used for my payment authorization was taken an put on that form. Like I mentioned, this was a digital signature, this was not something that I physically signed. 
  
  
  
  Sincerely,
  
  
  
  Jacob Neigel

  Business Response

  Date: 16/06/2025

  Thank you for your response. 
  
  Our system requires the member to physically sign the form on a digital pad, the signature is not obtained for any past forms nor is stored in our system. Thank you.

• Initial Complaint

  Date:15/10/2024

  Type:Billing 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.

  In mid-June of this year, I purchased a membership at Gold's Gym *******, and also bought 6 months of personal training sessions (bi-weekly, $199.5/weekly). On August 17th, I sent a message to my personal trainer and her manager explaining my financial situation and requesting to cancel my personal training sessions. I have not been to the gym since. Around a month later, I moved to the province of *******. They canceled my membership but are asking me to pay for the personal training sessions on August 17th, August 30th, and September 14th. However, I did not attend any of these sessions, so I refused to pay. They responded in an email saying that I must pay for my personal training sessions on time, regardless of whether I attended, which I find unreasonable. Moreover, when I made the purchase, due to my limited English, the salesperson did not explain this clause to me, and I signed the electronic signature without seeing the contract. If they have cameras at the front desk, they should be able to see this. I hope the BBB can help me protect my legal rights.

  Customer Answer

  Date: 15/10/2024

  At ******* I already told gym I need to stop my account.

  Business Response

  Date: 04/11/2024

  Hello,
  
  *** was in contact with our department, primarily requesting a freeze to her Personal Training, an email was sent to the fitness director requesting the freeze on August 19th. The director replied and offered to give her a courtesy freeze until Aug 19th and informed her of the cancellation process. She did not reply.
  
  *** then emailed the cancellation department for her membership, she was informed to cancel her personal training she much clear her past dues and be in good standing. *** has not cleared her PT dues per her agreement in place. Once cleared a cancellation can be processed.

  Customer Answer

  Date: 06/11/2024

   
  Complaint: 22425392
  
  I am rejecting this response because:

  I am writing to follow up on my previous complaint regarding a personal training contract dispute with Gold's Gym *******. After my initial complaint, the gym responded by insisting that I settle the outstanding charges related to my personal training package. I respectfully refuse to make this payment, as I believe that I was misled during the purchase process and that key contract details were not disclosed. Here are the main points of my position:
  Lack of Explanation at Purchase: At the time of purchase, the terms of the personal training contract were not clearly explained to me, especially regarding any obligations to pay fees if sessions were not attended. Given my limited English proficiency, I relied on the sales representative's guidance, but they did not clarify these terms.
  No Contract Copy Provided: After purchasing the personal training package, I did not receive any version of the contract for my records. I was only asked to electronically sign at the front desk without being shown any physical or digital contract attachments outlining the terms.
  Non-Attendance of Training Sessions: Since mid-August, I have not attended any personal training sessions. I was never informed that I would continue to incur charges for unused sessions, which I consider an unfair and misleading practice.
  Suspected Consumer Fraud: I have reasonable grounds to believe that Gold's Gym ******* engaged in deceptive practices by omitting key contractual information, which has resulted in unjust charges. This lack of transparency and potential manipulation of contract terms amounts to an attempt to mislead consumers.
  I request that Consumer Protection BC intervene to help resolve this matter fairly. I am seeking a clear confirmation that the personal training charges are canceled and that my contract is fully terminated without any further fees.
  Thank you for your continued attention to this issue.
  
  Sincerely,
  
  ***** **

  Business Response

  Date: 21/11/2024

  Hello, The emails were reviewed, and within them it identifies the amount the customer has to pay. Sorry we do not see the points that need clarification?

• Initial Complaint

  Date:06/08/2024

  Type:Billing 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.

  In the midst of Covid my wife signed up for a trial to use Golds Gym ******* . once signed up they were conducting scheduled times only due to covid restriction . the schedule offered to her did not work with her work schedule so within the 30 days she tried to cancel. No representative at the ******* location would allow her to cancel without a ***** dollar fee. The offered account holds only and without a copy of signed contract provided to us , and no billing information provided to golds we left it at that. They are supposed to provide you with Access Fabs to use the gym and never once did we get those , and never once did Golds reach out . Naturally my wife forget , and also assuming with no contact from them re membership or access to the gym that they most likely cancelled the membership. This was not the case, with no attempt to reach out to use , no help cancelling the membership and no access provided to use the gym, and no update about our supposed active membership , they continued to charge us and though a recent credit search they sent us to collections for the sum of just over ******************************************************* this Gym , never received contact about accounts owning, never received a copy of a signed membership contract , never received information about access to the gym , but frivolously we are assumed to pay over 1500 dollars for nothing in return , other then poor service. NOTE We were told over a week ago by the ******* location that there's nothing they can do, its a head office matter and they would contact us , we have not heard anything back.

  Business Response

  Date: 09/08/2024

  Hello, We are currently communicating via email with **************** wife. ****** had accepted the hold option provided at that time, however the hold fees or dues did not draft successfully which resulted in a past due of her account. We are currently reviewing this with ****** and finding a fair resolution for both parties while respecting the agreement that is in place. 

• Initial Complaint

  Date:14/06/2024

  Type:Order Issues
  Status:

  ResolvedMore 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 was aware of a surgery Im going to have before signing up to the gym membership. So I informed them that previously theyve caused issues pausing membership, and Id like to know if this will happen again. So I told them and they said no this wont happen again just provide us with a note etc. so Ive gone to my surgery Ive let them know to put notes on my file that Im going when my surgery was done and I was able to provide them with a note from my surgeon they didnt pause I kept pursing it for a while but was disappointed with the outcome kept being thrown to different ppl or departments anyways it was a long recovery and it almost wasted one year of my membership.

  Business Response

  Date: 17/06/2024

  Hello ******,
  
  Thank you for bringing this to our attention. I have directly emailed you to resolve your account issue. We have added 3 months to the end of your agreement per the note on your account of your Surgery notice.
  
  We will also follow up with you via email directly.
  
  Thank you

• Initial Complaint

  Date:11/04/2024

  Type:Billing 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.

  Provided medical documentation to cancel a gym membership term. Upon accepting, they told me I still have to pay for another month. I am medically unable to use the facility. I am now worried about my credit. I have made several attempts to try and discuss this with them and advise them that I am aware of my rights under the consumer protection act, but they do not acknowledge and just keep sending me the same template email.

  Business Response

  Date: 12/04/2024

  Hello,

  We received *******'s cancellation request, initially as ******* was still within her agreement, the cancellation fee of $313.95 was applicable to cancel. After requesting to dispute the amount, ******* sent in a medical note to cancel her agreement. We honored the medical note and advised her of the 30 days.
  
  Per her agreement, 30 days is applicable to cancel. We have done our best to assist *******. We do need to comply with the agreement terms to ensure we are fair with all our members. Thank you.

  Customer Answer

  Date: 12/04/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  You are not above the law. Regardless of what someone puts on paper, I am protected by  legislation. I can make someone sign an agreement that they owe me their firstborn but it does not mean its legal. 
  

  The consumer protection act supersedes your contract. 
  

  Per the consumer protection act, cancellation is to be immediate when someone is medically unable to use the facility. 
  

  If Golds refuses to follow the law, I will proceed with legal action. At which point I will also be addressing the fact that my human rights were violated when you asked for the reason of my medical cancellation. 
  

  I strong encourage you to familiarize yourself with your legal obligations in this matter. 

   

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

  Business Response

  Date: 19/04/2024

  Hello,
  We appreciate the members feedback. Our cancellation terms are written within our agreement, it mentions the member is responsible for 30 days. In good faith we will waive 1 biweekly payment of the 2 biweeklies (30 days) due. We do believe this is a fair compromise. Total due to be cancelled: $31.49

  Customer Answer

  Date: 19/04/2024

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

  We are going in circles at this point. I will repeat that your contract is NOT binding as it is not compliant with ******** legislation. 

  Your offer  still does not comply with Consumer Protection legislation. I have escalated the matter to ******** ********** **. 
  

  I will not settle for anything less than my rights as a ******** consumer being honoured. 
  

  This is a fairly black and white matter. It appears that you have gotten away with this behaviour for sometime but unfortunately for you, there are consumers who understand their rights. 

  At this point, Im content to continue seeing through the process with ******** ********** ** while sharing my experience in ****** reviews and media outlets to help others avoid the same mistake of choosing to do business with you. 
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:20/02/2024

  Type:Billing 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.

  Aug 28/22- obtained membership Worked out there since then Automated biweekly pmts from bank account. $40/biweek pmt Changed debit cards. Golds then required a new pad form. Instead I started paying via pmt terminal in the gym as the membership card would not let you enter if you were not paid up to date. Oct 30/23- went in to cancel. Talked to a ***** ** *** **s who worked at the front desk.She stated there is no cancellation form available today. She would send an email to respond to in order to cancel. No email was received. I was busy with ****** ****** ** ********** in a different city. A collections agency called and Golds gym sent me an email. I had to pay $300 in arrears and penalties levied by Golds in order to cancel the membership. I have not worked out there since Oct 30/23.****** ******** ********** **** ** ****** *********** ***** ***** *** ******** ****** **** ****** ***** **** ** ****** *** ****** ** * **** ******* ** ******* I feel they ****** ** *** on purpose by not making a cancellation form available at the front desk.

  Business Response

  Date: 21/02/2024

  Hello,
  
  Cancellation has been processed with last payment date as Feb 27 2024. Per our agreement all cancellations are completed via email to ensure there is written communication for both parties. No verbal confirmation is accepted for cancellations. Account was not sent to collections, our billing company was contacting **************** to notify him of his past dues and the payment needed. All fees charged are accurate per the agreement terms. To assist we will waive any of the service and late fees that were charged recently. Please allow 5-10 business days to see this on your side.
  
  Thank you

• Initial Complaint

  Date:27/09/2023

  Type:Billing 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 was a fully paid member of the Langley location beginning in 2010. My contract obligation regarding minimum time for enrolment ended in 2012. However i continued to be a reliably paying patron for approximately 10 years. During Covid the membership was suspended for a period of time. I moved locations during this time and never resumed going to the gym after it re opened. It should be noted that Golds is fully aware of wether I was attending the gym because entrance to the facility is monitored through an electronic key fob. During this time my credit card info had changed, so they were unable to resume billing me. It is not appropriate to resume billing attempts without trying to contact the customer first. In spite of this Golds continued to rack up 500.00 worth of ***** monthly billing even though it was evident that the credit card no longer was in service, and also evident that I was not attending the gym. After a period of time they then sent the bill to a collection agency, again, making no attempt to contact myself. In Sept 2023, I received a surprise call from the collection agency demanding the approximate 500.00, plus an approximate 100 dollar service fee. They threatened to put the so called "bad debt" on my credit report on a deadline that gave me very little time to resolve the issue with Golds. I went to the Langley location, (first time i set foot in there since the beginning of the COVID pandemic) to discuss the issue. The person at the front desk was courteous, but could only offer me a e mail address to contact their head office in Vancouver. I have e mailed them twice with no response in approximately the last 14 days. This is a poor way to treat a customer that gave them solid reliable business for approximately 10 years. I am requesting an adult conversation to negotiate a reasonable resolution to this unfair billing. A reasonable response to the first failed invoice attempt to my credit card would be to just simply cancel my key Fob, thus denying me access to the facility.
  

  Business Response

  Date: 13/10/2023

  Hello,

  Thank you for bringing your account to our attention. Our apologies for overlooking your recent email, we checked our inbox and were unable to locate your email. Looking into your account, on October 2020 we emailed notifying the member that he had an over due balance. As the overdue balance was not cleared since then, we have now sent the account to collections to help us collect the debt and close the accounts. Member is welcome to pay in club or the collection company directly. Once paid we will close his account.

  Customer Answer

  Date: 17/10/2023

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

  -the e mails sent were only acknowledged once Golds was reported to Better Business Bureau

  - my contract with Golds ended approximately 10 years ago !

  - when Golds tried to run my credit card and found that the card was no longer in service, all they needed to do was deactivate my electronic key fob to prevent my entry in to the facility

  - Golds had at some point during Covid suspended my payments when the Gyms were closed for public health reasons and i have never been in the facility since. Again, Golds knows this because there would have been 0 activity on my electronic key Fob. 

  -This is a horrible way to treat a customer who gave Golds Business for 10 years solid

  -the credit collection agency retained by Golds are horrible people. They called me and told me i only had a few days to pay the "outstanding" amount or it would show up on my credit report. basically they *********** me into paying the sum with no time allowed to resolve directly with Golds.

  -I don't understand why Golds thinks the sum is still outstanding because i paid the collection agency several weeks ago to avoid having the negative credit report. by now they should have received the amount from the collection agency

  - it should be noted that the collection agency promised to mail me the reasoning for the "outstanding" amount from Golds along with a receipt for the payment, but so far have failed to do so, and now are ignoring my e mails. 

  -Since the "outstanding amount" was for services that were never rendered, and for invoices that were knowingly created against a defunct credit card, a reasonable response from Golds would be to refund me the amount in full.

  -Golds Gym should also confirm in writing that my account is cancelled and there will be no more "*****" invoices created for services not rendered 

  - it should be noted that at no time did Golds Gym try to contact me regarding unpaid invoices - they just sent them to collection without eve giving me a chance to discuss or resolve with them

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

• Initial Complaint

  Date:30/12/2022

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Hi. I was a member of gold’s gym but Since I relocated to india in February, I asked my wife to visit them in June and ask for cancellation however, they kept charging me and are doing so till date. We had several email exchanges in august as well wherein I was asked to send a utility bill from india proving that I was there, which I did but all in vain. My wife went to the Langley location again in September and December but again they kept saying that it will be done via their head office but nothing has been resolved yet. I have just been charged for not using the services and with so many attempts I am now tired and frustrated to keep asking my wife to visit them because they definitely aren’t doing anything for me. They just keep charging me. Please help me find a solution and get my money back because I don’t wish to keep paying them for nothing.