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.)

  9304 Southfort Dr Fort Saskatchewan, AB T8L 0C5

• 

  Goodlife Fitness Clubs (H.O.)

  525 St. Albert Trail St. Albert, AB T8N 4J8

• 

  Goodlife Fitness Clubs (H.O.)

  7020 - 4th Street N.W. Calgary, AB T2K 1C4

• 

  Goodlife Fitness Clubs (H.O.)

  11420 Sarcee Trail NW Calgary, AB T3R 0A1

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:10/02/2025

  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.

  I am filing a complaint regarding a billing issue with Goodlife Fitness. My membership payment was deducted on February 7th, the same day I froze my account. I am now seeking to cancel my membership due to a serious health concern. However, after contacting ***************** I was informed that they will not be refunding the payment.This is extremely frustrating, as my account was placed on freeze at essentially the same time the payment was processed, meaning I have not had access to the club since. Given that I am now permanently canceling my membership due to my health situation, I find it unacceptable that I am being charged for a service I have not used and will not be able to use. I believe this is an unfair and unreasonable business practice, and I am requesting that the company issue a refund for the amount charged on February 7th.

  

  Business Response

  Date: 10/02/2025

  Dear ****,

  Thank you for reaching out to us and sharing your concerns. We are truly sorry to hear about your health situation, and we understand how challenging it must be for you. We want to ensure we address your concerns as thoroughly as possible.

  Upon reviewing your account, we noticed that your freeze request was submitted at 11:15PM EST via the Member Portal on February 7th 2025, in which your bi-weekly payment had already been processed before the freeze request was received. As stated in our freeze policy, which was included in the confirmation email sent to you, freeze requests made with less than 5 business days notice of the next billing cycle will still result in a withdrawal due to delays in banking systems beyond our control.

  As reference, the email sent states, "Freeze requests with less than 5 business days' notice of your next billing cycle may result in a partial withdrawal from your account due to delays in banking systems that are out of our control. However, you will recoup this amount. The balance will be applied to your next payment and because of this, it is not eligible for a refund". 

  We can understand your frustration, especially given the timing; however, the payment made on February 7th is not eligible for a refund and will be applied toward your next billing cycle. As per the freeze confirmation, your membership has been placed on freeze from February 8th to March 28th, 2025, and you will not be charged for monthly dues during this time.

  We regret to hear you are thinking of cancelling your membership with us but understand you are facing some health concerns. If you wish to discuss this further or need assistance with canceling your membership, were here to help. You can reach our Member Support Team directly at **************, use our Live Chat on the website, or visit your local Club. 

  We sincerely hope for the best with your health and understand this may not be an easy time. Please dont hesitate to reach out if you need further assistance.

  Warm regards,
  GoodLife Fitness

  Customer Answer

  Date: 10/02/2025

   
  Complaint: 22920827
  
  I am rejecting this response because:

  My membership was placed on hold only a few hours after I received the confirmation that I was billed. I find this extremely unfair because I have not even used the facilities, nor am I able. So when I cancel it I am basically paying you (GoodLife) for free for 2 weeks because I am not even using the gym. 

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

  

  Business Response

  Date: 11/02/2025

  Dear ****,

  Thank you again for your message and for sharing your concerns with us. We sincerely understand that dealing with a health issue is never easy, and we want to ensure that we address your frustrations appropriately.

  We want to reiterate that, based on the terms outlined in your Membership Agreement, payment obligations are due regardless of facility usage, as stated in the following clauses:

  - Clause 8: Fees: "Primary Member agrees to pay us all Fees when due, irrespective of the amount of use Member makes of the Facility."

  - Clause 16: 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."

  Additionally, in relation to your freeze request, we want to clarify the details from the freeze confirmation email you received. As outlined, freeze requests submitted with less than 5 business days' notice before the next billing cycle may result in a withdrawal due to the timing of the request. The email clearly stated: "Freeze requests with less than 5 business days' notice of your next billing cycle may result in a partial withdrawal from your account due to delays in banking systems that are out of our control. However, you will recoup this amount. The balance will be applied to your next payment and because of this, it is not eligible for a refund". 

  We understand that this may not be the resolution you were hoping for, however, the correct information has been provided based on our agreement. We truly empathize with your situation, and while we cannot offer a refund for the payment made on February 7th, as it is in line with our policy and membership agreement, we want to remind you that this amount will remain on your account as a credit and will be applied to your next payment cycle. We know this may not fully resolve your current frustration, but we hope it offers some relief as you transition through this challenging time.

  Thank you for your understanding, and please dont hesitate to reach out to our Member Support Team if you need assistance.

  Warm regards,
  GoodLife Fitness

  Customer Answer

  Date: 11/02/2025

   
  Complaint: 22920827
  
  I am rejecting this response because:
  
  A large corporation is arguing over $33. I am paying your company for free. This is not a resolution.

• Initial Complaint

  Date:31/01/2025

  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 signed up for a Goodlife membership in late November and my account was suspended on December 10 after which I was told that I would not be charged since my membership was frozen, next billing cycle comes around and sure enough I was charged and my account went into *** and I incurred a fee, since then for the past two months I have been dealing with GoodLife at multiple levels and it has been the most appalling customer service experience of my life at every level over a charge for which GoodLife is so absolutely and obviously at fault it should be a non issue, but I have been so poorly treated and disrespected by GoodLife that I refuse to give up on principle at this point, some of the frustration tactics Ive been dealing with are chronicled below. As a most recent update I spoke to someone from the GoodLife head office 2 weeks ago who assured me that I would be refunded for the nsf fee as well as a pro rated amount for the days I had already paid for at the time my account was frozen, two weeks go by and nothing shows up in my account and so I called head office again to which I was told simply that no refund is owed at which point I requested to be transferred to the agents superior which the GoodLife *** flatly refused, After my account was frozen I was assured by manager that my account wouldnt be charged and once it was I had to call in to his club multiple times a day for more than three weeks with him refusing to take my call. I would literally be calling in starting from the morning and every hour being assured by the GoodLife staff that he would call me back when he was out of meetings, he would of course never call me back and I would have to keep calling in being told by the staff that hes still in meetings until eventually he had left the club for the day. Literally out of the 14 days which I was calling the club multiple times a day being assured the manager would call me back I received said callback exactly 0 times, never even once.

  

  Business Response

  Date: 03/02/2025

  Dear ******,

  Thank you for reaching out to us with your concerns. We truly value your feedback, and we want to take a moment to address the issues youve raised.

  After reviewing your account, we can confirm that you signed up for your Ultimate - Biweekly membership on November 29, 2024, and your membership was suspended on December 10, 2024, as noted. Upon checking the billing records, we see that there was a payment due on December 13, 2024, in the amount of $41.99. However, this payment was sent to your bank but was revoked by your bank. As a result, GoodLife did not receive any funds for that payment.

  When a payment fails to process, as outlined in your membership agreement, a $25 Service Charge is applied. This charge was initially placed on your account, but we want to reassure you that our Member Support Team waived that fee as a courtesy.

  To clarify, no refund is owed for the *** (Non-Sufficient Funds) charge, as no funds were successfully received by GoodLife. We apologize for any confusion or miscommunication that may have occurred. 

  Thank you for your understanding,

  GoodLife Fitness 

• Initial Complaint

  Date:30/01/2025

  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.

  Dear Better Business Bureau,My name is **** *******, and I would like to file a formal complaint against GoodLife Fitness regarding unauthorized charges and poor customer service.Timeline of Events:I contacted GoodLife Fitness on three separate occasionsNovember 6, 2024, November 20, 2024, and December 4, 2024to request a pause on my membership.Despite these requests, I was still charged three times for my membership ($30 each), along with a $45 cancellation fee and an unexplained $55 charge, totaling $205.GoodLife Fitness failed to process my request properly, and they are now threatening to send my account to collections.Attempts to Resolve the Issue:I have called multiple times to have this corrected, but they refuse to acknowledge their mistake.I have requested written confirmation of my cancellation and a refund, but they have not provided it.I also asked for a breakdown of the charges, but they have not clarified what the $55 fee is for.Impact on Me:I should not be forced to pay for GoodLifes mistake.I am concerned about the potential impact on my credit score due to an unfair debt.Their aggressive billing tactics seem unethical, and I do not believe they are acting in good faith.Resolution I Am Seeking:Immediate cancellation of my account with written confirmation that I owe nothing.A refund or removal of the $205 in unfair charges.An end to the collection threats regarding these disputed fees.Could you please advise on the next steps in the complaint process? How long does it typically take for a business to respond? Should I also file a complaint with Consumer Protection Ontario?Please provide a complaint reference number so I can follow up if necessary.Thank you for your time and assistance. I look forward to your ************* regards,**** *******

  

  Business Response

  Date: 03/02/2025

  Dear ****,

  Thank you for reaching out to us with your concerns. We truly value your feedback, and we would like to address the issues youve raised regarding your membership and billing.

  After reviewing your account, we can confirm that you held a Premium - Biweekly membership with GoodLife Fitness from January 30, 2024, to December 30, 2024. During this period, we see that some payments were unsuccessful, which resulted in a total outstanding balance of $205.12.This balance is broken down as follows:

  - $32.53 on November 5, 2024
  - $32.53 on November 19, 2024
  - $32.53 on December 3, 2024
  - $32.53 on December 17, 2024
  - Three $25 Service Charges for the unsuccessful payments

  We understand that you requested to pause or cancel your membership, and we want to clarify that your membership was indeed placed on a freeze from May 6, 2024, to September 3, 2024. This freeze was done via your Member Portal, and no further freeze requests were recorded after this period. Additionally, we have no evidence of a freeze or cancellation request after September 3, 2024.

  You contacted Member Support on December 5, 2024, requesting a cancellation, and the notes on your file indicate the final payment date was December 17, 2024, with club access continuing until December 30, 2024. Based on this, the charges on your account are in line with the terms outlined in your membership agreement, specifically the following clauses:

  Clause 8 Fees: Primary Member agrees to pay us all Fees when due, irrespective of the amount of use Member makes of the Facility. This means you are still obligated to pay for the membership during the agreed period, even if you did not utilize the services.

  Clause 15 Dishonoured Cheque Charge: Declined payments and any late charges will be automatically charged to the ********************* account set out above. We will apply an administration fee of $25.00. As noted, the unsuccessful payments resulted in service charges being applied to your account.

  Clause 16 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. This confirms that you are still responsible for payment regardless of your facility usage. 

  Unfortunately, we are unable to waive the overdue balance as there is no evidence supporting an additional freeze or cancellation request after your membership freeze period ended in September. However, if you have any documentation or records to support an additional freeze or cancellation request prior to December, we would be happy to review those accordingly.

  We kindly request that you visit your local club or contact our Member Accounts Team at ************** to settle the outstanding balance. We appreciate your understanding and hope to resolve this matter promptly.

  Sincerely,

  GoodLife Fitness 

  Customer Answer

  Date: 03/02/2025

   
  Complaint: 22879167
  
  I am rejecting this response because: I called three times to have my membership frozen and your team member FAILED to do so. I was assured that it was frozen. You guys are scamming people money. A million dollar cooperation that needs to steal money from a college student after asking to freeze their account multiple times and failing to help them with their simple request. I know what GoodLife will say we have no records of this well, figure it out because I am tired of being scammed by you guys. Do better. 
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 03/02/2025

  Dear ****,

  Thank you for your response. We can understand your frustration and apologize for any inconvenience you've experienced with your payments.

  Upon further review of your account, we can confirm that your Premium - Biweekly membership was frozen from May 6, 2024, to September 9, 2024, via the Member Portal. On September 4, 2024, you contacted the Club to end the freeze early, and your club access resumed on that date. We do not have any records of subsequent freeze requests after this period, nor do we have a record of your cancellation request prior to December 5, 2024.

  You reached out to our Member Support Team via Live Chat on November 22, 2024, requesting a refund; however, as your membership was not on a freeze at that time, our associate explained that a refund would not be applicable. Additionally, on December 23, 2024, and January 31, 2025, you connected with our Member Accounts Team, and on both occasions, the overdue balance of $205.12 was confirmed as accurate and no payments were made.

  We regret that our *********** team cannot verify verbal conversations at the Club level. However, if you believe an error occurred at the Club level, we kindly ask that you reach out directly to them. Without proper documentation or confirmation from the Club regarding any missed freeze request, we must proceed based on the terms outlined in our agreement.

  While we understand this is not the resolution you were hoping for, we have provided you with the correct information based on the records available to us. 

  Thank you for your understanding.

  Sincerely,
  GoodLife Fitness

• Initial Complaint

  Date:23/01/2025

  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.

  When my husband and I initially signed up for memberships at the ************ location October 2022, we did so at the same time and purchased the same package. At no point were we informed of the family plan option, which we later discovered would have saved us money. It was only 48 months later (October 2024), while researching to see if I could add my 12-year-old daughter to my plan, that I became aware of this option.I brought this concern to an associate, who advised that switching to the family plan would require us to pay a new sign-up fee, even though we are long-time members and this issue stems from a lack of communication on GoodLifes end. As customers, we depend on your team, who are trained in your membership options, to provide full and accurate information about all available packages. Unfortunately, this did not happen, which has cost us out of pocket over $700 over the span of 52 months (based on a $7 biweekly difference between the Ultimate plan and the Family plan).I also had correspondence with *****, your communications director, regarding this matter. She misunderstood my request, assuming I was asking for a refund, indicated that Goodlife would not provide a refund. I clarified that I was not seeking a refund but rather reasonable compensation for the loss caused by this oversight. Specifically, I proposed either waiving the sign-up fee to switch to the family plan and/or crediting our membership for an amount that reflects the financial discrepancy. I also asked to escalate the matter to head office or management for further discussion, but I never received a follow-up.

  

  Business Response

  Date: 23/01/2025

  Dear *******,

  Thank you for reaching out and sharing your concerns with us. We truly appreciate your feedback and completely understand your frustration with the situation.

  After reviewing your account, we can see that you previously had the Ultimate membership from October 2022 to June 2023, followed by the Essential Zone A membership from June 2023 to March 2024. You then switched to your current Ultimate membership, which began on March 12th, 2024. Unfortunately, our *********** team is unable to verify verbal conversations that took place at the Club during your initial membership sign-up, so we cannot confirm whether the add-on option was discussed with you. However, as mentioned, with the Ultimate membership, youre eligible to add up to two family members at a discounted rate of $32.99 + tax bi-weekly per person.

  We acknowledge ***** from our *********** Member Support Team communicated that we are unable to offer a retroactive refund, and we want to reassure you that our policy does not allow for such adjustments. We understand this may be disappointing, and we sincerely apologize for any confusion or frustration this has caused.

  That said, we want to make things right! We would like to offer the opportunity to waive the sign-up fee for both your husband and your daughter to switch to the Ultimate family plan. This would allow them to each receive an Ultimate membership at the discounted rate of $32.99 + tax bi-weekly. You would remain the primary member and the ***** for all memberships.

  If youd like to move forward with this offer, we would need you to confirm your husbands membership details so we can locate his account, and also provide the necessary information for your daughter, including her full name, date of birth, phone number, email address, home address, and an emergency contact number, so we can create her account. Once we have this, well be able to create their new membership agreements and waive the one-time enrolment fee. 

  Once the memberships are created, all members will need to visit the Club within 10 days to sign the agreements. As the payor, youll confirm that youll be paying for your husband and daughters memberships. Your husband will need to sign his new agreement, and your daughter will need to sign hers as well. Since she is below the age of majority, a parental signature will also be required for her agreement.

  We truly appreciate your understanding and patience as we work to resolve this, and were excited to get everything sorted for you. Please let us know if you have any questions or if youd like to proceed with this offer.

  Warm regards,
  GoodLife Fitness

• Initial Complaint

  Date:13/12/2024

  Type:Billing 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 pay for GoodLife membership for myself and my brother. It is two separate membership fees - My brother had some towel fees that he had forgotten to pay. We received a notice that payment as pending. My brother went to the gym, spoke to the members and paid the fees. He was assured that everything was cleared and the membership was not affected. This was in March 2024.- A week later (approximately) my membership was cancelled. My brother's membership which had the issue with payment remained active. My membership, which had nothing to do with the issue was cancelled.- I spoke with Goodlife and they confirmed that it was a mistake but they cannot give me the same membership that I had since 2016. They are now offering me the same membership at a rate which is almost 70% extra. I have spoken to different members at the gym, I have tried calling the customer service - and nothing works. - I was told initially that because it was an error, it would be corrected and I also signed up for a membership for my wife because we wanted to start working out together. It is now 4 months that I am paying for her membership but she is not using it, because she is waiting for the issue with my membership to be resolved.- I am looking for help as I feel like GoodLife is taking advantage of my situation.

  

  Business Response

  Date: 16/12/2024

  Hello ******,

  Thank you for reaching out and sharing your concerns with us regarding your membership cancellation. After reviewing your account, we found that your membership was automatically cancelled due to an outstanding balance related to your membership add-on's ************* Add-On.

  On December 8th, 2023, there was a missed payment of $12.24 for this add-on. The payment was made late on December 27th, followed by another missed payment on January 8th, 2024. The payment for this was made late on January 23rd. Additional payments due on February 8th and March 8th were also missed, with the overdue balance of $24.48 remaining unpaid until March 25th. Our records show that multiple email notifications were sent to confirm the overdue payment must be settled by March 20th. When the payment was not made by the required date, a cancellation notice was sent regarding your membership.

  Upon further review, we can see that your add-on's membership cancellation was terminated, but your membership cancellation remained in effect.
  We would like to confirm if you are requesting to rejoin GoodLife Fitness with the "All Clubs - Bi-weekly" membership at $25.00 plus tax. While we cannot guarantee this resolution at this time, we are more than happy to look into this for you once we have confirmation that this is resolution you are seeking.

  Best regards,
  GoodLife Fitness Home Office 

  Customer Answer

  Date: 24/12/2024

  Hello,

  This is a response to Goodlife's recent message.

  Thank you for your response. It has been a frustrating 5 and half months but glad to get a formal response. I understand that was a payment pending, but that was for my add-on's membership (brother) and I am still not sure why my membership was cancelled and his was not. The balance was paid on March 25 but my membership got cancelled on April 3rd - and as you indicated, my brother's membership remained in place.
  
  On March 25, 2024 my brother visited the Goodlife club and explained to them in detail what the situation was and the reasons for the missed payments. He mentioned that he was under a lot of stress as my father was ill at the time and he tragically passed away on March 04, 2024. After that my brother was not in a good state of mind and not able to attend to many matters for a few weeks. On March 25 he finally decided to visit the Goodlife club in person to explain the situation and settle the balance. They were very understanding at the gym and told him that as long as he pays the balance, there will not be any cancellations and the membership will continue.

  After all of this, while his membership continues, my membership was cancelled. Right now the resolution I am seeking is restoration of the same plan and payment amounts that I was at before my cancellation. I look forward to your response and I hope GoodLife will do the right thing. I have been a loyal member since 2016 with no missed payments and no issues. I don't know why I am being penalized when I did nothing wrong.
  
  Sincerely,
  ****** *****

   

  Customer Answer

  Date: 24/12/2024

   
  Complaint: 22682816
  
  I have provided additional information that GoodLife has requested. I do not want to close the case yet as they have not confirmed that they will provide resolution - which is restoration of my membership at my previous rate and class.

  I am glad they are communicating and hope to hear back from them based on my most recent communication. 
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 02/01/2025

  Hello ******,

  Thank you for your follow-up. We want to clarify that the overdue balance for your add-ons ************* was due by March 20th, 2024 at the latest, but it was not paid until March 25th, 2024. Additionally, we do not have any notes on file indicating that you requested for your membership to remain active while the auto-cancellation was in effect.

  We have submitted a ticket (#SR-1441101) to request the reinstatement of your membership. However, please note that the reinstatement requirements based on our policies do not fully apply to your situation, and as such, we cannot guarantee that your reinstatement request will be approved.

  We understand your concerns and will keep you updated on any developments regarding your request.

  Best regards,

  Member Support Department

  GoodLife Fitness Home Office

  

  Business Response

  Date: 02/01/2025

  Hello ******,

  We are pleased to inform you that the ticket (#SR-1441101) has been reviewed and closed by the *************** Team. We have successfully reinstated your All Clubs - Biweekly, $25 + tax, membership, effective today, January 2nd, 2024. Your membership payments will resume on January 9th, 2025.

  Please note that in order to finalize the reinstatement, a signature will be required at your local GoodLife location within the next 10 days. If the signature is not provided by then, the membership will be automatically cancelled and will not be eligible for additional reinstatement. 

  Thank you for your patience throughout this process. Should you have any further questions or need assistance, please dont hesitate to reach out to our Member Support Team via Live Chat, DM on social media, or via **************. 

  Best regards,
  GoodLife Fitness Home Office

  Customer Answer

  Date: 13/01/2025

  Thank you for your assistance, I truly appreciate it.
  GoodLife has taken appropriate measures and helped reinstate my membership. 

• Initial Complaint

  Date:06/12/2024

  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.

  Good afternoon my name is ******* ***** I have been going to the Good life fitness location in ************************ in ********* , *********************************************************************** . Every year the steam room goes down and other items nothing gets done to fix it always breaks down , The steam room has been down for a long time and I use it for my health issues no one cares to fix it as I pay a premium membership to use the amenities , they dont want to expedite the process they dont want to give my money back just give me the run around

  

  Business Response

  Date: 09/12/2024

  Dear Mr. ****************** you for reaching out to us and sharing your concerns. ** truly understand how frustrating it can be when an amenity you rely on is out of service, especially when it impacts your routine and well-being. ** take all member feedback seriously and strive to address any issues as quickly as possible.

  ** were unable to locate your membership account with the email address provided. If desired, please feel welcome to confirm your member ID or key tag number, alongside your date of birth. 

  ** can confirm that a Work Order was created on November 25th 2024 regarding the issue with the Steam Room at our ************************ location. The report notes that the Mens Steam Room ceiling tiles are cracked, and moisture has caused misalignment, creating the risk of them falling off and causing an injury to a member or associate. For this reason, the Steam Room is temporarily out of service. A third-party contractor has been engaged to address this issue as quickly as possible. Please note that delays can sometimes occur as we await parts or scheduling availability, and we appreciate your patience during this process.

  At GoodLife, our goal is to maintain a clean, safe, and well-functioning environment for all members. However, our membership agreements do include:  

  - Reservation of Rights: ** reserve the right to change services, programming, and amenities as necessary. When an amenity is temporarily unavailable, your membership will not be subject to refunds unless the entire facility is closed.

  - Warranty Disclaimer: While we strive to maintain our services to a reasonable standard, we do not guarantee that all amenities will be available at all times.

  ** recognize this does not change the inconvenience youve experienced, but we do offer a freeze option if youd prefer to pause your membership while you wait for the Steam Room to return to service. Additionally, if youre open to exploring other amenities, the GoodLife ********* ********* location has a Sauna available for use. While it is not a Steam Room, we hope it may provide some benefit in the interim.

  Please feel free to contact our *********** Member Support Team directly at **************, or reach out to the ********* Ridge General Manager at *************************************************************** with any further questions, concerns, or assistance with a membership freeze. Your health and satisfaction are important to us, and we sincerely appreciate your feedback. 

  Thank you again for your time and understanding.

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

  Customer Answer

  Date: 10/12/2024

   
  Complaint: 22651118
  
  I am rejecting this response because: it doe not make any sense , good life has millions of dollars and can fix this within one business day , they just take money and not fix anything , what a disgrace this is besides the steam room many other items are always broken and never fixed
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 11/12/2024

  Dear Mr. ****************** you for your continued feedback and for sharing your thoughts with us. We understand that this situation has been frustrating, and we truly regret the inconvenience caused by the temporary unavailability of the Steam Room.

  Please know that we are committed to maintaining the safety and quality of our facilities, which is why the Steam Room is temporarily closed due to the ceiling tiles' condition. This was done as a precautionary measure to ensure the safety of our members and associates. A work order was placed, and we are actively working with a third-party contractor to address the issue. While we can certainly understand your desire for a quicker resolution, delays can occur when waiting for parts, materials, and scheduling availability with external vendors.

  We do not take these concerns lightly, and we are working as swiftly as possible to resolve the matter. While we cannot guarantee an exact timeline, please know that this is a priority. We also want to ensure that you have the most up-to-date information, and we encourage you to reach out directly to the General Manager at *************************************************************** for any additional details. 

  Again, we appreciate your understanding and patience as we work to address this matter. If there is anything else we can assist you with, please dont hesitate to reach out to our Member Support Team. 

  Sincerely,
  GoodLife Fitness Home Office

  Customer Answer

  Date: 13/12/2024

   
  Complaint: 22651118
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:19/11/2024

  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.

  My name is *** ****** *******, and I am escalating a complaint regarding misinformation provided by your representative at the Whitby Centrum location and the resulting charges on my account.When signing up for the Ultimate Membership, your representative, *****, assured us multiple times that after adding the family add-on ($26.99 + HST), the total monthly charges would be $58 per person. This was confirmed twice during our discussion.Despite our request to proceed on a monthly basis, this was not properly set up. The other team members from the front desk reassured this was set up on a monthly basis. ***** calculated the charges in front of us using her calculator, showed us the breakdown, and reassured us of the price. However, after signing, we discovered discrepancies in the charges.We signed the contract without a proper explanation or verification of the terms, as ***** did not read or clarify the pricing details before asking us to sign.We have not heard from ******************* and received an explanation from the research team, including a refund of $7. While we appreciate the partial resolution, our primary complaint about the misinformation provided by the representative has not been addressed. Additionally, we want to emphasize that we are on a budget, and paying $90 per month for this membership is not affordable for us. If we had been correctly informed about the pricing, we would have opted to keep the Essential Membership instead of upgrading. This entire experience has left us very disappointed, and we have canceled our memberships altogether. This situation is unacceptable as it violates our rights as consumers. Providing false information and pressuring customers to sign without full transparency undermines trust.We request the following:This complaint be escalated to a supervisor or higher management. A formal investigation into the misinformation provided by ***** at the ************** location.regards,*** ****** *******

  

  Business Response

  Date: 21/11/2024

  Dear *** ******,

  Thank you for reaching out to us regarding your membership charges. We can understand how frustrating this situation has been, and we sincerely apologize for any confusion or inconvenience caused. We want to clarify a few important points regarding your membership and payments.

  After reviewing your account, we acknowledge the error with your account setup. Your membership was correctly registered as an Ultimate - Bi-weekly membership at a rate of $39.99 + tax, which began on August 31, 2024. Although you requested a monthly payment frequency, your membership was processed under a bi-weekly plan, as indicated by your signed agreement. Additionally, your add-on for ****** should have been set up with the same payment frequency as your membership, but it was mistakenly configured as monthly.

  It is important to clarify that regardless of whether the membership is paid bi-weekly or monthly, the total amount paid over the course of the membership term remains the same. There is no difference in the total cost between the two payment methods. We also want to emphasize that it is the members responsibility to review and understand the terms and conditions of the agreement they are signing. While we acknowledge the confusion caused by the incorrect payment frequency setup, your signature on the agreement indicates that you agreed to the bi-weekly plan. We take full responsibility for the miscommunication regarding the payment frequency and the incorrect setup of ******s membership, and we deeply regret the frustration this has caused. While we cannot verify verbal conversations at the club level, we do take responsibility for the error in the payment frequency setup, as add-ons should match the payors payment frequency (i.e., bi-weekly, monthly, or pay in full).

  As part of the resolution, the $7.26 refund for Marias membership has been processed and will be returned to your bank account within 10 days. However, based on the signed agreements and the services provided, there is no further refund eligible, as the payments made are in accordance with the membership terms and conditions, and club access.

  Since you have chosen to cancel your memberships, we regret that this experience did not meet your expectations. If you would like to further discuss this matter or have any other concerns, we encourage you to reach out to the General Manager of the ************** location, who will be best positioned to address issues specific to the interactions you had at the club. They can be contacted at ************** or via email at **************************************************************************************************************.

  Once again, we apologize for the inconvenience youve experienced, and we thank you for bringing this matter to our attention. Should you have any further questions, please dont hesitate to reach out to us or the Research Team directly.

  Warm regards,
  Member Support Department
  GoodLife Fitness Home Office

• Initial Complaint

  Date:18/11/2024

  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.

  I have been trying to cancel my membership since last week Not 14, 2024 I being told that they will only cancel it on December 29, 2024. I have contacted them well in adbsnce if my next paymebt due Dec 2 2024. and that the. I was imformed that I must give notice a min of two werks prior tp payment to cancel on time. Now they are trying to day it it 30 days. The manger does not xall ke back and when I call she us nit *****. They are delaying. I want my membership cancelled immediately and not charge me for December 2024.

  

  Business Response

  Date: 19/11/2024

  Dear ******,

  Thank you for reaching out to us regarding your membership cancellation.

  We can understand your concerns and would like to clarify the situation based on the terms of your signed membership agreement. Your Essential Zone B - Monthly membership began on November 30, 2022, and as per the terms of your agreement, we require one month's notice to process a cancellation.

  As you reached out ahead of your next payment due date on December 2, 2024, we have processed your membership cancellation in accordance with our agreement. The cancellation is effective as of December 29, 2024, meaning that your membership will remain active until that date, and your last monthly payment will be processed on December 2, 2024, as per the terms of your agreement.

  To confirm, the payment for December will still be charged to the payment method on file, and no further payments will be withdrawn after the cancellation date of December 29, 2024. We understand this has caused some frustration, but as outlined in the agreement:

  1) One month's advance notice is required to cancel the membership
  2) Payment obligations remain until the end of the notice period, regardless of facility usage

  An automated confirmation email of your cancellation has been sent. If you have any further questions or require additional clarification, please don't hesitate to contact us directly. Thank you for being a member with us -- We hope to welcome you back in the future! 

  Best regards,
  GoodLife Fitness Home Office 
  ************** (Monday to Friday, 9AM to 5PM EST)

  Customer Answer

  Date: 19/11/2024

   
  Complaint: 22568292
  
  I am rejecting this response because: When I joined I was informed that I could cancel as long as I gave a minimum of two weeks notice prior to the next billing date to ensure enough time to cancel the payment from both GoodLife and my bank prior to the payment date. Other than a justified time constraint for processing what could be the logic in taking another payment other than a cash grab? I was also told that the manager would call me to resolve the issue and that they could cancel my membership immediately. Not surprisingly they never did call me back and I ended up calling back twice, I was informed once again that the manger would call me back, they did not and the second time I was told to call back myself at a particular time, which I did and ...the manager was not available. I do not think they ever intended to address my request. I am certain I will get a response referring back to the 1 month policy. This is the status quo with GoodLife memberships these days, delay, evade and keep memberships going as long as possible. Unfortunate
  
  Sincerely,
  
  ****** *********

  

  Business Response

  Date: 19/11/2024

  Hi ******,

  Thank you for your response! We can understand your frustration, and want to assure you that we take all feedback seriously.

  Upon reviewing your account, the cancellation policy you referenced is clearly outlined in your signed agreement, which requires a minimum of one month's notice to cancel the membership. This is the standard policy, and it ensures that we can properly process cancellations in alignment with the billing cycle.

  We are unable to verify verbal conversations that may have taken place at the club level, as all membership terms are documented in the signed agreement and our records are based on that information. We understand that this may not align with what you were initially told, and we sincerely apologize for any confusion or miscommunication.

  Regarding your experience with the management team, we are truly sorry for any delays and missed follow-up. This is not the standard of service we strive to provide, and we will address this internally to ensure better communication in the future. If you would like to discuss this matter further or connect directly with the General Manager, you can reach them at *******************************************************************

  Should you have any further questions or need assistance, please feel free to reach out directly.

  Thank you for your understanding,

  GoodLife Fitness Home Office 

  Customer Answer

  Date: 19/11/2024

   
  Complaint: 22568292
  
  I am rejecting this response, this is as I expected, and have nothing further to say. They would just reiterate the policy forever and of course their representatives could say anything verbally that could not be verified. A little flexibility goes along way with present, past and future customers. Should give folks pause if they are thinking it would be easy and appropriate to cancel a membership prior to the renewal date and have it honoured, LOl 30 days to not take your money.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:10/10/2024

  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.

  Filled a complain at GoodLife *************************** with assistant manager ******.This complaint is against GoodLife for not taking action against harassment and suspending my account without cause or warning. GoodLife encourages to let staff know of any inappropriate behaviour. I did this and got penalized with a suspended account. The staff also called me after head office operating hours, was not able to go to the gym that day as planned. (For my fitness well being and mental well being, I need to go everyday).Incident occurred end of September. I was changing in the small change room, a woman in a towel squeezed past me, invading my personal space while I was in a towel(without asking for me to move aside). She started taking her things and putting it on the small bench on top of mine. I politely asked her to please not move my things as this happened previously, another woman starts yelling, I got verbally harassed by both. As soon as I was changed, I went and reported this to the staff and they said they will send to head office after taking a statement from the other two. I did not hear back for two weeks. October 9, I received a missed call around 5:45 (I was working all day this day) with no voicemail left and no email from club. I saw the call and night and did not think it was urgent since it was just one call. October 10, they call again at 5:45 saying that this is a warning for me not to yell at others and that my account is suspended (they suspended it that afternoon) until they send this report to head office. I wanted this matter escalated since I did not feel comfortable with the outcome and the club manager refused speaking to me very rudely. They took the word of the woman that harassed me and took to no action against her. They have rule and regulations on their website home page that goes against their actions. They should not be claiming that members should respect other personal space, they dont tolerate harassment..

  

  Business Response

  Date: 13/10/2024

  Good afternoon Abinaya,
  
  Thank you for reaching out to us via the Better Business Bureau and sharing your concerns. We take situations like this very seriously, and we are sorry to hear about your experience at our *************************** Club. 
  
  The decision to suspend a membership would have been based on an investigation conducted by our Risk and Safety Team and the club's management. We understand that you feel the situation was not investigated accurately, and we appreciate you bringing this to our attention. Our Member Support Team does not have access to the full details of the investigation. We have added your comments and concerns to Incident Report #SR-1419322 and noted that you are seeking further clarification regarding the reason for your suspension.
  
  We want to ensure that all our members feel welcome and comfortable in our spaces, both in the club and online. We appreciate your patience and understanding while the appropriate team reviews the Incident Report. Thank you again for your feedback, and we hope to resolve your concerns promptly.
  
  Sincerely,  
  GoodLife Fitness

  Customer Answer

  Date: 13/10/2024

   
  Complaint: 22408892
  
  I am rejecting this response because:

  I am looking for a compensation for my the inconvenience and mental distress this has caused.
  

  I was treated unfairly by the club assistant manager and my account was suspended for the mere fact that I reported an incident. Without following up, without an email warning, without any voicemail or more than one phone call and with only one phone call after head office operating hours, my account was suspended. As a member for over two years, I find this upsetting. Now going forward I would not feel encouraged to report any incident since my account would automatically get suspended.
  

  GoodLife needs to take action against the clubs assistant manager and the part involved in suspended my account without the knowledge that I was notified.  
  

  I have looked at the terms of my membership agreement that allows for a suspension, and none of those apply to this situation. 

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

  

  Business Response

  Date: 15/10/2024

  Dear Abinaya,

  Thank you for your prompt response and for sharing your feelings regarding your experience. We sincerely regret the distress youve experienced, and we want to assure you that your concerns are being taken seriously.

  To clarify, your membership agreement includes specific clauses regarding membership suspension:

  Reservation of Rights: "We reserve the right to refuse or cancel any membership without cause, in which event you will be
  entitled to a refund only of unused prepaid installments, if any". 

  Rules and Regulations: "Our Rules may be posted in the Facility and are available at **************************************************** . They may change
  from time to time. The Rules are for your benefit and protection and must be complied with by all Members. We reserve the right to
  cancel or suspend your membership, without refund, if you a) fail to follow our Rules or breach the terms of this Agreement, b) cause
  a nuisance or disturbance, c) commit any illegal or immoral acts, or d) if we feel that your actions may endanger yourself or others."

  Our goal is to maintain a safe and respectful environment for all members, as outlined in our rules regarding member etiquette (*********************************************************************).

  We understand your frustration about the way your complaint was handled and the subsequent suspension of your membership. While our Member Support Team cannot discuss the details of the investigation due to privacy protocols, we will ensure that your comments are taken into account. We have forwarded your concerns and request for further clarification to our Risk and Safety Team. To confirm, our Risk and Safety Team is responsible for ensuring that all incidents are thoroughly investigated, and they will follow up with you regarding your experience. 

  Thank you for your understanding! 

  Sincerely,
  Member ****************** | GoodLife Fitness Home Office 

• Initial Complaint

  Date:08/10/2024

  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 paid for an annual gym membership with GoodLife fitness in ******* in Jan 2024 with the intention of moving gym locations when I moved to ******** in the fall. I was told that although I could only have access to 1 gym at a time with my membership, I would be able to transfer to any gym in GoodLifes system. After I moved to ********, I found out that GoodLife had closed all of their gyms in ******** as of august 30th. I now cannot use my membership and I have spoken with GoodLife membership staff and they refuse to refund my membership, saying the membership is not refundable. I believe they did not honour their part of the contract of providing a gym I can access in ******** for the entire duration of the contracts. The only reason I am asking for a partial refund is because they failed to deliver their side of the contract by closing all gyms in ******** (including all of ****************). I am seeking a refund for 4 months (aug 30- dec 31). I appreciate your support in resolving this problem.***

  

  Business Response

  Date: 08/10/2024

  Hi Sam,

  Thank you for reaching out to GoodLife Fitness' Home Office and sharing your concerns. We understand that this situation has been frustrating, especially with your recent move to Victoria, B.C. 

  Taking a look into your account, we can see you have the Essential Zone A membership at Toronto King Liberty. To confirm, your Essential membership is indeed designated for one-club access only at the Toronto King Liberty location, as outlined in your membership agreement. Specifically, your agreement states: "Your Membership Privileges: Access to your Home Club named above [...]," and "Following the expiry of the 10-day cancellation period noted above, you may not cancel your membership before the expiry of the Commitment Period [14/01/2025]." As such, we are unable to provide a refund for the remaining months of your 12-month membership, as per the terms you agreed to upon registration.

  While we no longer have a Club located in Victoria, there are other locations across British Columbia that you could access with an upgraded membership (Premium, Ultimate, Performance). If you're interested in exploring this option, please contact our Member Support team at 1-800-387-2524 (Monday to Friday, 9AM to 5PM EST), who can assist you with an upgrade. 

  We appreciate your understanding and hope you can find a solution that works for you. If you’d like to review your membership agreement, you can log in to the Member Portal on the GoodLife Fitness website and check the ‘Documents’ section.

  Thank you again for your feedback, and we wish you all the best.

  Best regards,
  GoodLife Fitness Home Office 

  Customer Answer

  Date: 08/10/2024

   
  
  Complaint: 22395345
  
  
  
  I am rejecting this response because: When I signed up for membership, I was told that although I only had access to one "Home Club", I could choose to switch "Home Clubs" in the event I moved. In the past, I have done this moving from the Toronto location to Ottawa and back to Toronto. Additionally, in the contract, no where does it say I am unable to change locations of my "Home Club".

  Regarding your second point on going to other locations in British Columbia. Victoria is located on Vancouver Island, which does not have a bridge to the rest of British Columbia. It is unreasonable to suggest that I travel over two hours (take a 90+ minute ferry plus 20-30min car ride) to get to the closest Goodlife location. 

  Goodlife failed to honour its side of the contract by closing down the Victoria location and hence should refund the pro-rata portion of the membership (Aug 30th to Dec. 31st).

  
  Sincerely,
  
  
  
  Sam Cui

  

  Business Response

  Date: 10/10/2024

  Good afternoon Sam,

  Thank you for your message. We appreciate your concerns regarding the terms of your membership agreement and the changes to the Victoria location.

  We want to clarify that, based on your membership agreement, your Home Club is specifically designated as Toronto King Liberty (on Page 1). The agreement states that your membership privileges are specific to that location (under '2. Your Membership Privileges'), and it does not include the option to switch Home Clubs. As outlined in the contract, any changes to the agreement must be documented in writing and signed by both parties, meaning verbal assurances or past experiences do not modify the current terms.

  We understand the inconvenience caused by the closure of the Victoria location and recognize that this may be frustrating. However, the agreement you signed clearly states the terms of the Essential membership, which includes access to only the Toronto King Liberty location. To confirm, even if our Victoria Club had remained open, your Essential membership would not have permitted a transfer. 

  As your membership is tied specifically to the Toronto King Liberty location, we are unable to offer a refund for the period in question. We understand this is not the answer you were hoping for, but we are providing the correct information based on your signed agreement.

  Thank you,

  GoodLife Fitness Home Office 

  Customer Answer

  Date: 12/10/2024

   
  
  Complaint: 22395345
  
  
  
  I am rejecting this response because: Based on the agreement, I am only allowed to access one club at a time, however, it does not specify that I cannot switch locations. I have done this previously with memberships with Goodlife, and there is no difference in the language in the two agreements. Additionally, when I had signed up for the membership I had told the membership staff that I will be moving in the future and they did not tell me that I would not be able to change locations. Even if that is actually the policy (which I don't see in the agreement), then it's negligence on part of the membership staff in not informing me. 
  
  
  
  Sincerely,
  
  
  
  Sam Cui