Complaints

This profile includes complaints for Goodlife Fitness Clubs (H.O.)'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Goodlife Fitness Clubs (H.O.) has 127 locations, listed below.

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  Goodlife Fitness Clubs (H.O.)

  710 Proudfoot Lane. London, ON N6H 5G5

  
• 

  Goodlife Fitness Clubs (H.O.)

  201 - 11962 104 Avenue Nw Edmonton, AB T5K 2T7

• 

  Goodlife Fitness Clubs (H.O.)

  2430 Rabbit Hill Road Nw Edmonton, AB T6R 3B5

• 

  Goodlife Fitness Clubs (H.O.)

  2435 Maple Road Nw Edmonton, AB T6T 1H9

• 

  Goodlife Fitness Clubs (H.O.)

  2120 901 64 Ave NE Calgary, AB T2E 7P4

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:30/06/2025

  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 placed my GoodLife Fitness membership on hold under the clear understanding, as confirmed by their staff, that no charges would be processed during this period. Despite this, three transactions were processed during the hold, totaling $17.10. When I contacted the business for a refund, my request was ********* the time I joined, I informed staff that I would not be continuing my membership for at least six months. The terms and conditions of placing a membership on hold were not clearly explained, and I was not made aware of any fees that would still apply. The business has not offered any resolution, nor have they taken steps to clarify their policies or improve transparency around hidden fees.I am seeking a refund of $17.10 and a review of their communication practices regarding membership holds.

  

  Business Response

  Date: 01/07/2025

  Hello Cory,

  We have received the complaint filed concerning freeze fees charged to your membership account. We have conducted a thorough review of the account, including your membership agreement and all related correspondence to ensure a complete understanding of the situation. We appreciate your position that you placed your membership on hold with the understanding that no charges would be processed during this period and are seeking a refund of three transactions totaling $17.10.

  We want to be fully transparent as to why this refund is not possible. Your Essential level membership includes the option to place the account on hold for a fee. This is a standard feature of this membership type. The terms are explicitly outlined in Section 3 of the Membership Agreement that you agreed to at the time of joining, which states: "Your Membership Privileges: ...f) $5 biweekly/$10 monthly holds..." The Membership Agreement was also available electronically to review at any time via the Member Portal, as explained in your welcome email. When the freeze was placed on your account, an automated freeze confirmation email was sent to the email address on file (May 15, 2025). This email explicitly detailed the terms of the freeze, stating: "Scheduled pre-authorized payments related to this subscription will be reduced to $5.00 plus applicable taxes." The three charges totaling $17.10 accurately reflect the bi-weekly freeze fees ($5.00 + HST) for the hold period, as per the terms of the membership.

  While we understand that your perspective is that you were verbally advised there would be no charge, our decision must be based on the documented terms of the Membership Agreement and the official email communications sent to you. Conversations cannot be verified or confirmed, and new agreements or understands made verbally are not able to replace the Membership Agreement terms, which is stated in Section 21. This ensures that all members are treated fairly and equitably according to the terms they have agreed to. This has been previously reviewed by both the club's General Manager and a Member Support Supervisor, who both arrived at the same conclusion based on these facts. Therefore, as the charges are correct according to the terms of the membership agreement and the confirmation provided, a refund of the $17.10 in freeze fees is not possible.

  We never want a decision that we make to cause disappointment for our members and do not take it lightly that this may do so. As a company, we strive to ensure that our members are treated with equity and fairness, and this means that we cannot make exceptions for some and not for others. We hope you can understand. 

  We wish you all the best,

  GoodLife Member Support. 

  Customer Answer

  Date: 01/07/2025

   
  
  Complaint: 23540219
  
  
  
  I am rejecting this response because:

  The staff explained that I would not be charged to keep my membership on hold when I signed up and when I put it on hold. The email and what the staff wrote are conflicting. GoodLife have not addressed this. I am entitled to a full refund.
  
  
  Sincerely,
  
  
  
  Cory Dean

  

  Business Response

  Date: 03/07/2025

  Good Day Cory,

  We previously addressed that within your signed agreement that verbal promises/ authorizations are not honoured. There is no record of this type of arrangement outside of what you have claimed. As stated previously, your communications confirming your request cited the bi-weekly fee of $5.00 plus taxes. Complimentary membership freezes are not included in the base membership (Essential) also listed on your membership agreement. 

  We will confirm again that based on the information provided as well as the membership policy terms, you are not entitled to a refund.

   

  We wish you all the best.

  GoodLife Home Office

   

• Initial Complaint

  Date:11/06/2025

  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.

  This is a complaint against Goodlife in the matter of the cancellation of my membership which is associated with my email address ********************** I have requested for my membership to be cancelled today and was informed that I will be seeing 1-2 payments taken within 30 notice period. My problem with this is that nobody informed me from Goodlife that I had to provide 30 days notice to cancel my subscription. Taking money from someone even after cancelling a subscription is stealing. This goes against consumer rights and I have a case if I take this to the **************************. My only ask is that the $33 charged to me yesterday be refunded and Goodlife does not charge my account anymore. These charges will be considered as fraud. I did not adhere to this and would not have whne first signing up at your outlet.If Goodlife wishes to discuss this matter and review it with me I suggest to be contacted within 48 hrs with a proposed solution

  

  Business Response

  Date: 12/06/2025

  Dear Mr. ****************** you for reaching out and for your feedback regarding your membership cancellation.

  We can understand your concerns and appreciate the opportunity to clarify the terms of your membership with GoodLife Fitness.

  You enrolled in an Essential Zone B Biweekly membership on August 20, 2024, at our Scarborough ******* and ******** location. At the time of registration, you signed an agreement which includes the following relevant clauses:

  Clause 4 Term: This Agreement commences on 20/08/2024 and will continue until you terminate, by giving us one month's advance notice.

  Clause 7 Fees: You and Payor agree to pay us all Fees when due, irrespective of the amount of use you make of the Facility.

  Clause 15 Payment Obligations Absolute: You are obligated to pay us all Fees owing or falling due under this Agreement. We will not reduce, discount, or cancel your obligation because you do not use the Facility.

  Clause 20 No Verbal Agreements: There are no promises, representations, understandings and/or agreements between us other than this Agreement.

  On June 11, 2025, you contacted our Member Support Team and requested to cancel your membership. As explained during the call and outlined in your agreement, a 30-day notice is required for cancellation. Accordingly, your membership is scheduled to end on July 7, 2025, with your final biweekly payment to be processed on June 24, 2025. A confirmation email was sent to you on June 11, 2025, summarizing these details.

  As this notice period is a standard part of the membership agreement you accepted upon joining, a refund is not applicable. No further payments will be withdrawn following June 24, 2025.

  If you have any further questions, you are welcome to contact our Member Support Team at ************** (Monday to Friday, 9:00 AM to 5:00 PM EST).

  Sincerely,
  Member *********************start="2150" data-end="2153">GoodLife Fitness Home Office

  Customer Answer

  Date: 12/06/2025

   
  Complaint: 23454933
  
  I am rejecting this response because: due to the busy nature of the branch I was at, I did not have enough time to read through everything and the staff at the location failed to inform me of such. I still implore GoodLife to see reason and provide a suitable solution that benefits both parties. I am not asking for a full refund. I however am not privy to all the rules and regulations and policies that GoodLife has. It is upon GoodLife to take good care of its own customers. I thank ********************** for the response and hope that a solution can be reached.
  
  Sincerely,
  
  ******** *****

  

  Business Response

  Date: 12/06/2025

  Dear Mr. ****************** you for your follow-up and for taking the time to share your continued concerns.

  We appreciate your perspective, however, we would like to reiterate that your membership agreement clearly outlines a 1-months notice requirement for cancellation. This is a standard policy across all GoodLife Fitness agreements and is outlined within the agreement, which remains accessible through the member portal (*************************************************************) or upon request from the club.

  While it is our expectation that our associates review the details of your agreement with you, it remains the responsibility of the member to review and understand the terms they are agreeing to. For this reason, GoodLife Fitness provides a 10-day regret period after signing, during which members may cancel their agreement without penalty if they have reconsidered their commitment.

  As your cancellation request was submitted outside of the 10-day regret period, the terms of the agreement are fully in effect. The 1-months notice requirement and your associated biweekly payments reflect those terms. As such, we are unable to provide a refund as no billing error or policy violation has occurred on GoodLifes part. We understand this is not the answer you were hoping for, however, the correct information has been provided based on the terms of your membership agreement. 

  Thank you again for your feedback.

  Sincerely,
  Member *********************start="2147" data-end="2150"> GoodLife Fitness Home Office

  Customer Answer

  Date: 13/06/2025

   
  Complaint: 23454933
  
  I am rejecting this response because: I had to put the membership on freeze for some time because I was traveling. When I came back I wanted to continue using your services but the nearest gym was closed since COVID. Because of that I requested to cancel. Now seems you are going past the part of making sure customers know the company policies before signing anything I bit too fast. You are the only company who are saying you don't care if it is important that a customer is made sure to understand terms and conditions before signing any agreement. If I understand wrong please clarify. Why should I pay for something I am not using? Isn't it important for you to make sure that members keep coming back and using your facilities? Doesn't seem like this is doing a good job at that.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:06/05/2025

  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 am filing this complaint regarding continued charges on my GoodLife membership despite cancelling it via live chat, as per GoodLifes official cancellation process.On [insert date], I cancelled my membership through the live chat platform provided by GoodLife. I was informed at the time that the cancellation had been processed. However, I have continued to receive charges on my account after the cancellation date.This is unacceptable, especially as I followed the cancellation instructions provided by your own representatives. I am requesting the following:1.A full refund of all charges applied after my cancellation date.2.Written confirmation that my membership is fully cancelled and no further charges will be made.I have attached/chat transcript details to verify the cancellation communication.I hope this matter can be resolved promptly and professionally. If not, I will consider escalating the issue further.

  

  Business Response

  Date: 07/05/2025

  Dear Mr. ****************** you for reaching out and for taking the time to share your concerns. We hear your frustration regarding the continued charges on your account and your belief that your membership was cancelled earlier this year.

  After reviewing your account, we can confirm that you connected with our Member Support Team on May 6, 2025, at which time your cancellation request was received and processed. Your final payment was made on May 5, 2025, and your membership is set to end on May 18, 2025. No further charges will be applied, and the standard 30-day notice period was waived as a courtesy.

  You indicated that you previously submitted a cancellation request through our Live Chat in January 2025. To investigate this, our Member Support Team, including a supervisor, searched our internal systems and chat history. Unfortunately, we found no record of any communication or cancellation request from you prior to your contact on May 6. Without documentation confirming that a cancellation request was submitted earlier, we are unable to issue a refund for any prior charges, as no error on GoodLifes part has been identified.

  If you have any documentation of your earlier communicationsuch as a screenshot, transcript, or confirmation emailwe would be happy to review it and reassess your refund request further. We appreciate your understanding. 

  Sincerely,
  GoodLife Fitness

• Initial Complaint

  Date:30/04/2025

  Type:Service or Repair 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 suspended my GoodLife membership the beginning of February , and apparently GoodLife never suspended it and has been charging me every month when its not been in use. I was not able or allowed to attend the gym due to a injury but their negligence has caused me to pay every two weeks for something I wasnt allo to do to use and they are unwilling to correct the situation. They told me when I called it was done but its over my call records and I thought it was paused

  

  Business Response

  Date: 01/05/2025

  Dear *******,

  Thank you for your submission through the Better Business Bureau. We appreciate the opportunity to respond and provide clarification regarding your GoodLife Fitness membership.

  We understand you believed your membership had been placed on a freeze in early February 2025 due to an injury. After reviewing your account in detail, we can confirm that your membership is currently on a freeze from April 25, 2025, to October 2, 2025, totaling to five months. However, prior to this freeze, there is no documentation on file indicating that a freeze request was submitted or processed earlier in the year.

  Without documentation proof, we are unable to provide a refund. If you have any documentationsuch as a screenshot, email, or written confirmationsupporting that a freeze was requested and acknowledged earlier, we would be happy to review it further. If you spoke with a GoodLife associate at your local Club to request a freeze, we recommend reaching out to the Club directly to discuss the matter further. Our *********** team does not have access to internal ************* and we are unable to verify any verbal conversations that may have occurred at the Club level. 

  We understand this may not be the outcome you were hoping for and regret any frustration this has caused. Please know that your account has been thoroughly reviewed both here and by our Member Support Team, and the information provided reflects the records and terms currently associated with your membership. 

  Should you have further questions or any documentation to submit, we encourage you to reach out at your convenience.

  Sincerely,
  GoodLife Fitness ***********

  Customer Answer

  Date: 01/05/2025

   
  Complaint: 23269924
  
  I am rejecting this response because: I shouldnt have to prove ******* end that you are wrong and were supposed to do so. My lawyer has medical documentation he wouldve sent over but I was told it didnt matter if my lawyer reached out or not. 
  your causing someone issues that is already suffering and already losing money due to a injury they couldnt control. 
  I want my gym membership completely cancelled if you wont honour your mistake of a few months I wont be giving you money going forward and I can also put in a dispute about previous amounts with my bank. 
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 05/05/2025

  Dear *******,

  Thank you for your response. Were very sorry to hear about your injury and understand that this has been a difficult and frustrating time for you. Please know that we take all concerns seriously and have carefully reviewed your account once again.

  As mentioned in our previous reply, your membership was successfully placed on freeze starting April 25, 2025. However, we do not have any record of a freeze request submitted or processed prior to that date. Without supporting documentation indicating an earlier freeze request, we are unable to provide a refund for the time your membership remained active.

  As outlined in the membership agreement you signed, members are required to pay fees as they come due, regardless of how often the facility is used. Specifically, the agreement states: Primary Member agrees to pay us all Fees when due, irrespective of the amount of use Member makes of the Facility, and You are obligated to pay us all Fees owing or falling due under this Agreement. We will not reduce, discount or cancel your obligation because you do not use the Facility. These terms mean that fees apply based on access to the facility, not on attendance or usage.

  We understand this may not be the resolution you were hoping for, but based on the information available, there is no evidence of an error on our part.
  If you choose to dispute the payments with your financial institution, please be advised that this would result in an outstanding balance remaining on your GoodLife account, as the payment obligation still applies under your agreement.

  We are sorry to hear that you are considering cancelling your membership. If you would like to proceed with a cancellation, you may do so by visiting your local Club, calling our Member Support Team at ************** (Monday to Friday, 9 AM to 5 PM EST), using the Live Chat feature on our website at ****************************************************, or sending us a direct message on our official social media channels.

  We hope this clarifies our position. If you do have any documentation you would like us to review that supports an earlier freeze request, we remain open to receiving it.

  Sincerely,
  GoodLife Fitness Home Office

  Customer Answer

  Date: 08/05/2025

   
  Complaint: 23269924
  
  I am rejecting this response because they messed up and I dont agree with the outcome at all. If you can fine them for being crooks I would highly appreciate that. I called and put the account on hold they didnt do it and they owe me about 200$ 

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

• Initial Complaint

  Date:22/04/2025

  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.

  My name is *** **** *************). I joined GoodLife in November 2024 through my roommate ****** *** *************) at your ******************************************************************** location. At the time, I was assisted by staff member ****, who informed me that my membership was linked to ****** ****, and that when he canceled his membership, mine would be automatically canceled as well.Based on that information, when ****** *** canceled his membership last month, I did not visit the gym, assuming my membership would also be terminated. However, today I found that my account is still active and has been charged again. I visited the gym, and staff member told me that there is no such cancellation policy, and that I needed to cancel my membership myself. He helped me cancel it on the spot but also told me that there will be one more bi-weekly charge in two weeks.This situation has caused unnecessary confusion and led to an additional charge of $31 and one more in future, which I would not have incurred had I been correctly informed from the beginning. I respectfully request:A refund of the $31 that was already charged after the intended cancellation date.That the next bi-weekly charge be stopped immediately.I hope GoodLife can resolve this issue fairly, as it was caused by a miscommunication from staff. I would appreciate your prompt attention to this matter.Sincerely,*** ****

  

  Business Response

  Date: 22/04/2025

  Dear Mr. ***************** you for bringing this matter to our attention. We appreciate the opportunity to respond and clarify the circumstances surrounding your membership cancellation.

  Your membership, the Ultimate Biweekly (Corporate), began on November 18, 2024. As stated in your signed membership agreement:
  "5. Term: This Agreement commences on 18/11/2024 and will continue until you terminate, by giving us one months' advance notice.
  Each Member is responsible for cancellation of their own membership, notwithstanding that the Member may not be the Primary Member."

  This clause makes clear that each member must cancel their own membership, even if they are not the primary payor or account holder. However, upon reviewing your account, we acknowledge that when you visited the club to cancel, an error occurred in processing your cancellation. Your cancellation was applied immediately, and the required 30-day notice period was waived in this instance. As a result of this error, a credit of $20.51 was applied to the Payor's account (****** ***), and that refund has already been submitted with a scheduled refund date of May 1, 2025.

  We also confirm that no further deductions will be made, as your membership has been fully cancelled and the 30-day notice period has been waived. While no additional refund is applicable beyond the amount already processed, we sincerely apologize for any miscommunication and inconvenience caused. Your feedback has been shared internally to ensure better clarity in future member communications.

  We appreciate your understanding and hope to have the opportunity to welcome you back to GoodLife Fitness in the future.

  Warm regards,
  GoodLife Fitness

• Initial Complaint

  Date:16/04/2025

  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 cancelled my membership with Goodlife fitness almost two years ago. I was one day late to cancel for the next month, so the payment went through. (I believe they withdrew money on the 26th of May, and I cancelled on the 27th). ****. Not a problem. But I was informed that there would be one more payment coming off after that. I was on a month-by-month membership. I was not given any reason for this next payment other than this was their policy. This was unacceptable to me, so I blocked them from taking any further money from my account. They continued to phone me until I blocked them, although they continued to leave what sounds like automated messages on my voicemail. This subsequently stopped for a while, but now I am again getting these voicemails, so it appears that they have been calling me again. I need this nonsense to stop.

  

  Business Response

  Date: 17/04/2025

  Dear Mr. ******************** you for bringing your concerns to our attention. We have reviewed your account and would like to clarify the details regarding your membership and the contact youve received.

  Our records indicate that you held an Essential Zone B Monthly membership from November 26, 2021, to July 25, 2023. Your membership was on a month-to-month basis and, in accordance with your signed agreement, required one full month's notice for cancellation. Clause 4 of your agreement states: This Agreement commences on 26/11/2021 and will continue until you terminate, by giving us one months' advance notice. Your cancellation was received on May 27, 2023, one day after your **** billing cycle was initiated on May 26, 2023. As a result, your membership continued through July 25, 2023, and one final payment remained due for the month of ****.

  The payment due on **** 26, 2023, was not successfully processed, and an overdue balance of $66.08 remains on your account. While we understand that you were frustrated by this, your agreement confirms that payment obligations remain valid regardless of use or personal circumstances. Specifically, Clause 7 states: You and Payor agree to pay us all Fees when due, irrespective of the amount of use you make of the Facility, and Clause 15 further clarifies: You are obligated to pay us all Fees owing or falling due under this Agreement. We will not reduce, discount or cancel your obligation because you do not use the Facility.

  We can confirm that on **** 29, 2023, you spoke with our Member Accounts Team. At that time, the $25 Service Charge was waived as a courtesy. However, the base membership fee remains outstanding. This overdue amount is the reason you have continued to receive automated messages and phone calls regarding your balance.

  While we have noted your request to not be contacted further, please understand that as long as a balance remains on file, our automated system may continue to issue reminders, via email or phone, in an effort to resolve the outstanding amount. If you would like to discuss this further or make arrangements for payment, we invite you to contact our Member Accounts Team directly at **************, Monday through Friday between 9:00 a.m. and 5:00 p.m. EST.

  Thank you again for your attention to this matter.

  Sincerely,

  Member Support Team

  GoodLife Fitness

  Customer Answer

  Date: 17/04/2025

   
  Complaint: 23214185
  
  I am rejecting this response because: The payment ($66.08) that was withdrawn from my account on May 26th was for the month of June. I cancelled my membership on the 27th of May. They wanted to charge me for July as well. Am I to believe that in the 35 DAYS from the 27th until the first of July that they are unable to cancel my membership? This is complete and utter nonsense. They should be ashamed that they would treat someone who was a member for a number of years this way. It's despicable. Their phone calls and automated voicemails are also now harassment, and I will be pursuing other legal options if they persist.
  
  Sincerely,
  
  *** *******

  

  Business Response

  Date: 23/04/2025

  Dear Mr. ******************** you for your reply, and we sincerely apologize for any frustration this situation has caused.

  We would like to reiterate that, as outlined in your signed membership agreement, one full months advance notice is required to process a cancellation. Your agreement, specifically Clause 4, states: This Agreement commences on 26/11/2021 and will continue until you terminate, by giving us one months' advance notice. As your cancellation was received on May 27, 2023 one day after the **** billing was processed your membership continued through to July 25, 2023, with one final payment due for the **** billing cycle. This was also confirmed in the automated e-mail confirmation sent on May 27th, 2023. 

  We understand this may not be the outcome you had expected; however, based on the terms of your agreement, the final payment on **** 26 was valid and consistent with our standard cancellation policy. Our intention is always to apply these policies fairly and consistently across all members.

  That said, as a gesture of goodwill, we have waived the remaining balance on your account. This is not an admission of error, but an effort to bring closure to the matter. With this adjustment, your account is now considered settled in full.

  Thank you for the time you spent as a member of GoodLife Fitness. We wish you all the best moving forward.

  Sincerely,
  GoodLife Fitness

• Initial Complaint

  Date:15/04/2025

  Type:Order 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 am writing to file a formal and urgent complaint regarding a highly distressing and unresolved matter related to my previous personal training contract with GoodLife. The situation has now escalated to the point where it is severely affecting my mental health and my ability to function in daily life.Two years ago, I enrolled in a personal training program at GoodLife. Unfortunately, I suffered a serious injury halfway through the program and was medically unable to continue. I contacted your staff and spoke with someone who claimed himself as a manager, and he assured me that the contract would be canceled without penalty in light of my medical condition. To my shock, after I paid for a new membership to rejoin, I was informed that I would not be allowed to access the gymeven though I was actively paying membership fees. I was not permitted to use any services due to the unresolved balance. Without further explanation or consent, my new membership was abruptly canceled by staff.However, despite the cancellation, I continued to receive emails and phone calls demanding further payment for a membership I was denied access to. This is entirely unacceptable, and I am appalled by the disorganization, miscommunication, and lack of accountability in how this has been handled.I also now receive phone calls nearly every single dayfrom different phone numberswith individuals claiming to represent GoodLife and demanding payment. This has caused immense mental and emotional distress. I am now afraid to answer phone calls and experience intense anxiety that interferes with my ability to function both professionally and personally.Whats more concerning is that these calls are coming from a wide range of unidentified numbers, many of which do not appear to be officially affiliated with GoodLife. This raises serious concerns about a potential breach of my personal information. I now have strong doubts about how GoodLife protects its members' data and privacy.

  

  Business Response

  Date: 16/04/2025

  Dear Xinyu,

  Thank you for reaching out and for taking the time to share your concerns. We are genuinely sorry to hear about your experience and the distress this situation has caused. We appreciate the opportunity to clarify your account and the terms of your Personal Training agreement. 

  After reviewing your account, we can confirm that on January 23, 2023, you enrolled in a Level 2 Personal Training agreement with us. The agreement you signed outlines a binding period from January 23, 2023, to January 21, 2024, with biweekly payments of $250.80 plus applicable taxes. As per the agreement, the following clauses are especially relevant in your case:

  Clause 2: By signing this Agreement, you agree: a) to pay us the Fees when due, irrespective of your use of the Sessions and "b) to all of the terms and conditions which are set out in this Agreement,"

  Clause 5: If you wish to cancel this Agreement prior to the expiry of the Binding Period, a cancellation fee equal to twenty percent (20%) of the Total Amount Payable during the Binding Period (plus applicable taxes) will apply.

  Clause 12: There are no promises, representations, understandings or agreements between us other than contained in this Agreement.

  Clause 14: You are obligated to pay us all Fees owing or falling due under this Agreement. We will not reduce, discount or cancel your obligation because you do not use your Sessions.

  At this time, there is no record on file of a formal cancellation or payment of the required buyout fee. As a result, the agreement remained active and accrued an outstanding balance, which currently totals $5,905.18. This balance remains due.

  You mentioned in your statement that an associate at the Club level, identified as the General Manager, had assured you the contract would be canceled without penalty due to medical reasons. While we understand how important this conversation was to you, we are unable to verify verbal conversations as stated in Clause 12 of your If you have any written documentationsuch as emails or lettersthat confirm this commitment, we welcome you to share them with us, and we will gladly review the matter further. Alternatively, we encourage you to visit the club and speak with the General Manager directly, as they may be able to assist based on any prior discussions you had at the club level.

  Regarding your 2025 Ultimate Biweekly membership, it was automatically cancelled due to the unpaid balance on your account. As per ********************** policy, if a balance remains overdue for more than 90 days, any associated memberships will auto-cancel.

  If you would like to discuss payment options or arrange for billing support, our Member Accounts team would be happy to assist you directly. You can reach them at **************, Monday through Friday from 9:00 a.m. to 5:00 p.m. EST.

  In summary, based on the terms of the signed agreement and the absence of any documented cancellation or buyout payment, the outstanding balance on your account remains due and is not eligible to be waived. If you are able to provide documentation that supports your claim of a cancellation agreement, we will be happy to review it further.

  Thank you for your understanding. 

  Sincerely,
  GoodLife Fitness

• Initial Complaint

  Date:06/04/2025

  Type:Service or Repair 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 have been a client of GoodLife for 11 years at their ****** ON location. I have paid on time and never missed a single payment in all those years.I recently had to relocate from that area to ************** which is 75 min away. There is a GoodLife in ********* ON that is 30 min away from my new residence.I went to this location and requested my home gym be updated as it's closer for me. I was told the local staff could not do this without my rates increasing. I inquired why and they said it's policy that if you change locations you go to increased rates. I didn't think this was fair as I have been a loyal paying customer for over a decade. They agreed and suggested I contact corporate. I sent an email to corporate and outlined my concerns, advised I am a very loyal customer and am only asking to continue paying to use the gym at my current rate at the closer location. What does it matter what facility I'm using, they're still getting paid. I was advised loyalty doesn't matter, it's policy to increase rates if gym locations are updated.I think this is a horrible business practice to not consider 11 years of loyalty and allow me to use a facility that's closer to my home vs driving 3 hours round trip to ****** and back

  

  Business Response

  Date: 06/04/2025

  Dear ***********,

  Thank you for reaching out to us, and congratulations on your move! We understand that relocating to ************** has presented some challenges in terms of accessing a GoodLife Fitness location closer to your new home. We greatly appreciate your loyalty as a member since 2014, and we want to ensure you continue to have a positive experience with us.

  Regarding your inquiry about transferring your membership to our ****************** location, we would like to clarify that your current ********** Zone C membership is specific to the ********* and *************** in ****** and is not eligible for transfer to other locations.

  That said, we do have several membership options available at our *********************** that we believe could meet your needs. These include:
  - Essential: $32.99 + tax bi-weekly
  - Ultimate: $39.99 + tax bi-weekly
  - Performance: $54.99 + tax bi-weekly

  We understand that this is a change from your current rate of $10 + tax bi-weekly. Please know that our Member Support Team, as well as the staff at the ****************** location, have communicated this information to you, and we hope this provides clarity regarding your options moving forward.

  If you would like to explore any of the available membership options at the ********* location or if you have further questions, please dont hesitate to reach out. Were here to help ensure you have a smooth transition and continue enjoying your fitness journey with GoodLife.

  Thank you again for your understanding.

  Best regards,
  GoodLife Fitness

  Customer Answer

  Date: 06/04/2025

   
  Complaint: 23166710
  
  I am rejecting this response because: I do not accept this response as the local staff at the ********* location have never advised me it could not be done, they advised that they could not do it at the local level. The 2 associates I spoke to both agreed that 11 years of continued patronage should count for something and agreed that I should be allowed to transfer my home gym location. They both advised me to contact Corporate as they would be the ones to update it. I chatted online first (as I assumed this was Corporate) and the individual I chatted with advised that over chat this could not be completed and to speak with the local Woodstock manager. I spoke to the Assistant Manager who also advised that 11 years is a long time to be with them and that I should call or email corporate directly. When I did, this is the only time I was firmly told nothing could be done and basically made me feel that 11 years meant nothing to GoodLife. Its astonishing to me that something so simple cannot be accommodated, especially for a client that wants to continue using your facilities. 

  I never want to bring this up as I am a firm believer that a disability should not used to gain sympathy, and the simple fact that its hard to admit for me. But one of the factors of me having to relocate is that I was diagnosed with MS ******************** in 2019, which has gotten progressively worse over the last 6 years. It is currently relapse remitting and have had 5 relapses over this time period. It is getting more and more difficult to drive long distances, so I had to move closer to work and my family for assistance. I have been issued a Handicap Placard & been given Disability Status with the *** based on this. Using the gym is a part of my physical therapy as recommended by my MS ** and PT regimen. As you can see it was not my choice to relocate and am only asking GoodLife to accommodate this simple ask as a good faith gesture to reduce the added stress and financial strain.

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

  

  Business Response

  Date: 14/04/2025

  Dear ***********,

  Thank you once again for your thoughtful response and for sharing more about your personal circumstances. We truly appreciate your 11 years of loyalty and recognize how important fitness is to your overall well-beingespecially as part of your physical therapy.

  Weve followed up with the General Manager at the ****************** location, and she confirmed that she was the team member who spoke with you. During your conversation, she recommended reaching out to *********** to inquire whether any legacy membership options might be available, though no guarantees were made. She also confirmed that in order to attend the *************** a membership upgrade would be required. We apologize if the conversation was unclear or gave a different impression. We appreciate you bringing this to our attention and giving us the chance to clarify. 

  To clarify, your current ******** Zone C membership is exclusive to the ********* and *************** in ****** and is not eligible for transfer to another location. We apologize if this caused any confusion, and we want to ensure you have all the accurate information moving forward.

  The available membership options at the ****************** location are as follows:
  - Essential: $32.99 + tax bi-weekly (Woodstock access only)
  - Ultimate: $39.99 + tax bi-weekly (access to all clubs + added amenities)
  - Performance: $54.99 + tax bi-weekly (all-club access + premium amenities and services)
  

  While we understand this is a change from your current rate, we do not have alternative pricing or legacy options beyond what is available online or at the Club level. Were committed to transparency in how our membership structures work and want to ensure you have the right information to make the best choice for your needs.

  If youd like help reviewing these options or need support transitioning your membership, our Member Support team at ************** would be happy to assist. Thank you again for being a valued member of the GoodLife community. We truly wish you all the best in your continued health and fitness journey.

  Sincerely,
  GoodLife Fitness

  Customer Answer

  Date: 15/04/2025

   
  Complaint: 23166710
  
  I am rejecting this response because: See, this is the thing. I have NEVER spoken to the General Manager at the ********* location in person nor over the phone, I have only spoken with 1 gentleman, never a female. This is the issue I am seeing all over BBB complaints and online feedback against GoodLife, is the lies and deceit. You make things up to your benefit and force the customer to just take it. Why don't you ever do what is right for your CUSTOMER!!!!!!

  If this is not resolved to my satisfaction, I will be escalating my concern to the ****************** and *************************************

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

• Initial Complaint

  Date:27/03/2025

  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.

  Family membership for my wife and I was canceled back in Feb 2023. It was done so in person at the gym. Our Key tags were handed back along with the complimentary gym bag and since that date we have not stepped foot in GoodLife.Only recently did we realize that since Feb of 23, membership fees for my wife were still being withdrawn. I contacted the gym who requested that I speak to **************** regarding this matter.Unfortunately GoodLife is not willing to acknowledge the error by the gym associates back in Feb 23. They are adamant that I show proof of cancellation which I told them was in person much like mine and that since Feb 23 the facility was never used because our tags were handed back and we were of the assumption that membership was cancelled.The customer service personal continue to be dismissive of my claim and refuse to see the logic and/or point that I am trying to make. I requested a 50% refund to the dues willing to accept some responsibility since it has been 2 years since the issue occurred but despite this, they continue to reject responsibility and without any proof.I would also like to add that they referred me to their privacy department concerning cancellation documents which oddly enough they could not provide because as I mentioned both memberships were cancelled in person.

  

  Business Response

  Date: 27/03/2025

  Dear *******,

  Thank you for your continued communication with us regarding your membership cancellation and refund request. We have carefully reviewed your case, including all relevant details from your membership agreement and prior interactions with our Member Support Team. After thoroughly reviewing the details, we understand your concerns about the ongoing charges for your add-on membership, which you believed was cancelled in February 2023. However, we would like to clarify the terms of your membership and the cancellation process as outlined in your agreement.

  Your Essential Zone B - Biweekly (Corporate) membership, as the Primary Member, was valid from February 16, 2022, to February 14, 2023. As outlined in Clause 5 of our agreement, membership cancellation requires a one-month advance notice. You requested cancellation on January 18, 2023, and an email confirming this was sent to you. This email clearly stated that the cancellation of your individual membership would not automatically cancel any associated memberships. Specifically, it noted: "The cancellation of your individual Membership does not cancel associated Members that you may pay for or any other subscription add-ons you have on your account. A separate cancellation request from each Member or subscription is required. Associated Members remaining active will continue to be billed to you unless requested otherwise during the cancellation process". 

  In accordance with Clause 8 of the agreement, as the Primary Member, you are responsible for ensuring that any additional memberships, such as Onellas, are cancelled individually. As no cancellation request was made for ******* membership until March 13, 2025, her membership remained active, and the associated charges continued until that cancellation was received.

  Additionally, Clause 16 of the agreement clearly outlines your obligation to pay all fees due under the agreement, regardless of usage: "You are obligated to pay us all Fees owing or falling due under this Agreement. We will not reduce, discount or cancel your obligation because you do not use the Facility." Therefore, the charges for Onellas membership are consistent with the terms of the agreement, as they are tied to the availability of the service, not the usage.

  We understand this situation may be frustrating, and we acknowledge your request for a refund. However, as per the terms of our agreement, we must inform you that no refund is applicable in this case. We appreciate your understanding.

  Thank you for your time and cooperation,
  GoodLife Fitness Home Office

• Initial Complaint

  Date:25/02/2025

  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.

  On January 7, 2025, I called GoodLife Fitness ************* to cancel my family membership plan, which included my partners membership under my account. In December 2024, my partner attempted to cancel her membership but was told she could not because I was the policyholder and had to cancel it myself.Following their instructions, I called GoodLife on January 7, 2025, and canceled the entire account. Despite this, GoodLife continued to withdraw funds from my account for my partners membership. When I contacted the ************* location, the manager refused to issue a refund, claiming my partner never canceled. This contradicts what GoodLife told us earlierthat she wasnt allowed to cancel without ***** this point, we have been charged for three months (December, January, and February) for a membership that should have been canceled. It should never take a quarter of a year to cancel a gym membership.When I pressed for a resolution, the manager dismissed my concerns, saying GoodLife is a corporation and that he doesnt have my money. He refused to take responsibility for the unauthorized charges, failed to offer a solution, and even refused to provide his name.This is a deceptive business practice designed to confuse customers and continue billing them against their wishes.Steps Taken to Resolve the Issue:1.December 2024: My partner called to cancel but was told she couldnt.2.January 7, 2025: I called and canceled the entire ***********************: GoodLife continued charging me.4.February 2025: I contacted GoodLife *************; the manager refused a refund.5.February 2025: Filing a BBB complaint to hold GoodLife accountable for these unethical practices.

  

  Business Response

  Date: 26/02/2025

  Dear Mr. ********************* you for your patience and for bringing your concerns to our attention. We have thoroughly reviewed your case and would like to provide clarification regarding the cancellation of your membership and the ongoing charges on your account.

  As per our records, you held an Ultimate Biweekly membership from November 4, 2024, to January 26, 2025. On January 7, 2025, you requested to cancel your membership. While we processed the cancellation of your personal membership, we can see that you are also the Payor for Georgias Ultimate Family Biweekly membership. This membership, which has been active since November 4, 2024, has remained active because a cancellation request has not been provided. 

  It is important to note the information outlined in the cancellation email sent to you on January 7, 2025: Cancelling an individual Membership does not cancel any associated Memberships that you also pay for, or any other Membership add-ons on your account. You will continue to be billed for these Memberships. Each Member is responsible for cancelling their own Memberships, and will need to submit their own cancellation request.

  As per both your signed Membership Agreement and Payor Agreement, ******** membership cannot be cancelled through your request alone. For your reference, the following clauses are included in your Membership Agreement:

  - Clause 4: Term: This Agreement commences on 04/11/2024 and will continue until you terminate, by giving us one months advance notice.
  - Clause 15: Payment Obligations Absolute: You are obligated to pay us all Fees owing or falling due under this Agreement. We will not reduce, discount, or cancel your obligation because you do not use the Facility.
  - Clause 7: Fees: You and Payor agree to pay us all Fees when due, irrespective of the amount of use you make of the Facility.

  Furthermore, your signed Payor Agreement clearly outlines your obligation to pay for Georgias membership fees, including the provision: Payor may revoke this authorization at any time subject to providing GoodLife not less than thirty (30) days written notice. As ******* did not submit her own cancellation request, we are unable to process a cancellation for her membership at this time.

  To proceed, we kindly ask that Georgia contact GoodLife Fitness directly to cancel her membership. She may do so by visiting the Club in person, calling our Member Support Team at **************, using the Live Chat feature on our website, sending a direct message via social media, or by logging into the Member Portal on the GoodLife website.

  If desired, we can remove you as her Payor moving forward. However, since no cancellation request was made by Georgia, no refund is applicable as there is no evident error. 

  Please note that we are unable to verify verbal conversations that may have occurred at the Club level, as we were not present. Should you believe an error was made during your interaction, we encourage you to reach out to the associate who processed your cancellation or to contact the General Manager at the ************* location via email at ************************************************************* for further assistance.

  We appreciate your understanding in this matter. Should you have any further questions or require additional assistance, please do not hesitate to contact us.

  Sincerely,
  GoodLife Fitness Home Office 

  Customer Answer

  Date: 26/02/2025

   
  Complaint: 22989809
  
  I am rejecting this response because:
  Subject: Rejection of Your Response & Formal Demand for Resolution
  
  
  Dear GoodLife Fitness,
  
  
  I am rejecting your response regarding my complaint, as it contains contradictory information and misleading justifications to avoid refunding unauthorized charges.
  1. You are now claiming ******** membership is independent, yet in December 2024, she was told she could not cancel on her own because I was the policyholder. This is a direct contradiction and appears to be a deliberate delay tactic to continue billing my account.
  2. By forcing ******* to now submit a separate cancellation, you are intentionally extending my billing cycle to extract another month of payments. This is a predatory business practice.
  3. Your claim that you cannot verify verbal conversations is not an excuse. Your staffs misinformation led to this issue, and your refusal to acknowledge it is dishonest.
  4. You are offering to remove me as Payor moving forward, which confirms you had the ability to do this earlier. If ******* had an independent membership, why was I ever responsible for her payments?
  
  
  Formal Demand:
  Refund all charges made after January 7, 2025.
  Acknowledge that your staff misled Georgia in December 2024.
  Cancel any remaining charges tied to my account immediately.
  
  
  This matter is now being escalated through the BBB. If no resolution is provided within five (5) business days, I will proceed with further action through my financial institution and consumer protection authorities.
  
  Sincerely,
  
  *** ********

  

  Business Response

  Date: 02/03/2025

  Dear Mr. ********************* you for your response and for providing us with additional feedback. We appreciate your continued communication on this matter and would like to address the concerns you raised.

  We can understand your frustration with the apparent inconsistency regarding Georgia's ability to cancel her membership. While you were responsible for the payment as the signed *****, Georgia was required to submit her own cancellation request, as outlined in both her Membership Agreement and the cancellation email you received on January 7, 2025. Other individuals, including the Payor or anyone linked to the account, cannot cancel a membership unless the member has directly contacted GoodLife to confirm that you can make changes on their behalf. We apologize if our previous explanation was unclear.

  Georgia did not submit her cancellation request until February 27, 2025, and as such, her membership remained active until that time. Consequently, the payments made during this period were in accordance with the signed Membership and Payor Agreements. Therefore, the membership payments made up until her cancellation date were valid and in line with our cancellation policy.

  Regarding the staffs actions, we cannot verify the details of any verbal communication that may have occurred at the Club level, as we were not present during those interactions. We do regret if any staff members provided incorrect information about the cancellation process, and we encourage you to contact the General Manager at the ************* location to discuss this matter further.
  
  You are correct that we can remove you as Payor moving forward. However, ******** membership was linked to your account as the Payor to receive a discounted rate. As mentioned previously, each member must submit their own cancellation request, which ******* has now done. We can confirm that no further payments will be charged to your account.

  Regarding your statement about escalating the matter through your financial institution and consumer protection authorities, we can confirm that the payments made on the account are correct based on the signed Membership Agreement, Payor Agreement, and the cancellation date. If any payments are revoked by your bank, these amounts would then be owed and outstanding to GoodLife.

  We hope this provides clarity on the matter. We sincerely apologize for any confusion or frustration caused by this process and appreciate your understanding. Should you have any further questions or concerns, please feel free to reach out to our Member Support Team at ************** (Monday to Friday, 9AM to 5PM EST). 

  Sincerely,
  GoodLife Fitness Home Office

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 22989809
  
  I am rejecting this response because:
  Subject: Rejection of GoodLife Fitnesss Response BBB Case #[Your Case Number]
  
  
  Dear BBB Representative,
  
  
  I am rejecting GoodLife Fitnesss response because it fails to address the misrepresentation and misinformation that led to continued billing on Georgias membership. Their response misrepresents the timeline of events and fails to acknowledge their staffs role in misleading us.
  
  
  Key Facts & Timeline:
  1.Georgia first attempted to cancel her membership in December 2024.
  She contacted GoodLife before the next billing cycle to request cancellation.
  GoodLife did not process her cancellation request at that time.
  2.I followed up in early January 2025 to cancel the membership.
  As the Payor on the account, I initiated the request, expecting GoodLife to cancel it properly.
  Instead, I was given the impression that my request was sufficient, which is why I considered the matter resolved at that time.
  3.GoodLife continued to charge me despite these multiple cancellation attempts.
  GoodLife now claims ******* did not submit a request until February 27, 2025, but that is false.
  She attempted to cancel in December. I attempted to cancel in January.
  The only reason the membership remained active until late February was because GoodLife repeatedly failed to provide accurate information and process our cancellation correctly.
  4.GoodLifes handling of this issue has been deceptive and irresponsible.
  When I contacted the General Manager at the ************* location, I was not given a resolution but instead told to contact their home office.
  Their corporate response now states that they cannot verify what their own employees said, allowing them to avoid accountability for the incorrect information that led to continued billing. GoodLife is not just responsible to paperwork, they are also responsible for their employees which they MUST take  responsibility for the verbal agreements they make. 
  
  
  My Response to GoodLifes Claims:
  GoodLife states that Georgias cancellation was only processed on February 27, 2025.
  This ignores that Georgia attempted to cancel in December and I attempted to cancel in January.
  Had GoodLife processed either of these requests correctly, there would be no charges past those dates.
  The only reason payments continued was due to their failure to act on our cancellation attempts.
  GoodLife claims that verbal miscommunication cannot be verified, which allows them to deny responsibility.
  If they acknowledge that their staff may have misinformed us, then they should take corrective action.
  Dismissing verbal interactions and only relying on written contracts while ignoring their own mistakes is deceptive business practice.
  
  
  Resolution Requested:
  I am requesting a refund for all membership fees charged from the date of Georgias initial cancellation attempt in December 2024 until the final cancellation date of February 27, 2025.
  These charges would not have occurred if GoodLife had processed the cancellation properly in either December or January.
  
  
  If GoodLife continues to refuse accountability, I will escalate this matter further with:
  1.Alberta Consumer Protection as this situation may qualify as an unfair business practice under consumer protection laws.
  **** financial institution to dispute the charges based on misleading business practices.
  
  
  This dispute is not about their cancellation policy. It is about GoodLifes failure to properly process a cancellation that was initiated in December and confirmed again in January. They cannot legally or ethically justify keeping money from a membership that was knowingly and repeatedly attempted to be canceled.
  
  
  I appreciate the BBBs continued support in holding GoodLife accountable for their deceptive handling of this issue.
  
  
  Sincerely,
  
  *** ********