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.)

  3803 Calgary Trail NW Edmonton, AB T6J 5M8

• 

  Goodlife Fitness Clubs (H.O.)

  3214 Dunmore Rd SE Medicine Hat, AB T1B 2X2

• 

  Goodlife Fitness Clubs (H.O.)

  4211 139 Ave Edmonton, AB T5Y 2W8

• 

  Goodlife Fitness Clubs (H.O.)

  250-2331 66 St NW Edmonton, AB T6K 4B4

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:26/09/2024

  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.

  During the pandemic, I experienced a health issue and asked my options. I was told I could freeze my account ( I had prepaid for the year's membership). After now feeling better, I wanted to restart where I left off and reactivate my "frozen" account. They told me they cannot help me, despite confirming that I did prepay and they can see that. They said there's a fine print related to the pandemic. But I said that's not what this was about - it's about what I said above. Anyhow, unfortunately they said they can talk about me getting a new membership. I said I've been a member since early 2000s (maybe 2001 or 2002) and I'm incredibly surprised at how short sighted this approach is, and that you were not transparent about the frozen account nor did I receive any information to tell me there was a time limit. Again they only said there's nothing they can ***** this point, I realize i'm not getting my ~6months prepaid membership. I hope other future customers become aware that ********************** is not living their stated values and lost a customer for life. I will also be sharing this with my own network whenever appropriate. I walk away feeling mistreated, under communicated at best, and somewhat 'robbed'. I am hopeful others reconsider joining Goodlife for their fitness ********** *****

  

  Business Response

  Date: 26/09/2024

  Dear *****,

  Thank you for reaching out and sharing your concerns with us. We truly appreciate your long-standing loyalty to GoodLife, and are sorry to hear about your recent experience regarding your previous membership.

  Taking a look into your account, you purchased an ******** Access Paid in Full with Towels membership on May 10, 2019, which was set to expire on May 9, 2020. As a result of the COVID-19 club closures, the expiration date was extended to October 6, 2020, to ensure you didnt lose any time. As per our membership agreement, we want to clarify that membership freezes are not indefinite, and the agreement states, "You agree to pay us all Fees when due, irrespective of the amount of use you make of the Facility." This means that the membership is tied to service availability rather than usage.

  This means we are unable to offer a refund or credit for any unused time on your previous membership. We understand this may not be the answer you were hoping for, and we sincerely apologize for any frustration this has caused. We value your feedback and hope youll consider our current offerings if you decide to rejoin. We have various membership options available, including bi-weekly, monthly, and annual plans. For more information, please visit our website or reach out to your local Club.

  If you have any further questions, please feel free to contact our Member Support team at ******************************************************** or call **************.

  Thank you for your understanding, and we hope to welcome you back in the future.

  Best regards,
  GoodLife Fitness Home Office 

• Initial Complaint

  Date:26/08/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I froze my account long time ago and i didn't notice until now as the amount was not that significant. I have been charged for it full price not $5 biweekly for freezing. This was done during covid time.

  

  Business Response

  Date: 27/08/2024

  Dear ******,

  Thank you for reaching out regarding your billing concerns and membership freeze. We understand that you have noticed charges that do not align with the expected $5 + tax bi-weekly freeze fee.

  Upon reviewing your account, you have an All Clubs - Bi-weekly membership that began on June 29, 2015, and is still active, at a rate of $16.00 + tax bi-weekly. The last documented freeze request on file is for the period from January 5th to January 30th, 2022, which was automatically applied due to the final mandatory COVID-19 club closure. There is no record of a freeze request made after this period.

  Please note that the maximum allowable freeze period is 6 months per year, and freezes are not indefinite; they must have specific start and end dates chosen by the member. Given that there are no additional freeze requests on file beyond the mandatory COVID-19 closure period, no refund is applicable. 

  To ensure you receive important notices regarding your membership, we have added your email address ********************* to your account. If you wish to request a freeze moving forward or need assistance with any other membership-related issues, you can visit your local club, email ********************************************************* send a direct message on social media, use the Live Chat feature on our website (goodlifefitness.com), or call our Member Support Team at ************** (Monday to Friday, 9AM to 5PM EST).

  Best regards,
  GoodLife Fitness Home Office

• Initial Complaint

  Date:26/08/2024

  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.

  On Wed Aug 14, 2024, I went to the *********************** to use the pool. However, there was signage at front desk that the pool is closed indefinitely with no target date of when the pool will reopen. Additionally, the stream room in the women's change room has been out over service for over 6+ months and counting. The following day, I reached out to management at ************ as well as Goodlife member services to inquire about the situation and see what Goodlife can offer to alleviate the inconvenience of the pool not being available. Access to the pool and water-based exercises has been essential to my prescribed physiotherapy program as I am currently recovering from a back injury.There is no other Goodlife with a pool within walking distance in the ********** area. And patrons using these amenities regularly are required pay-out-of-pocket to either drive/commute to another location OR pay for the local public pool. I've been a Goodlife client on-and-off for well over a decade. Membership prices at Goodlife have increased exorbitantly year-after-year, however, I've chosen to stick with Goodlife because of the various amenities that the locations closest to me offer. It's unjustified to be paying fully for a membership when a key amenity like a pool is inaccessible indefinitely. However, freezing my currently membership is not a solution either as I've already paid for the month membership fee.I am hoping to work with Goodlife to come to a suitable solution as this current situation is not as simple as a few machines or weights in the gym need replacing and members can choose to use something similar in the meantime. These fixes have no timeline for completion and Goodlife ******* did not inform their members in advance (via social media or email).

  

  Business Response

  Date: 27/08/2024

  Good afternoon *****,

  Thank you for reaching out to GoodLife Fitness' *********** and sharing your concerns regarding the pool closure at our ***********************, as well as the extended outage of the steam room. To confirm, the pool at our ***************************************** location is closed indefinitely due to extensive maintenance requirements, and at this time, there is no specific timeline for when it will reopen. We understand how crucial these amenities are for your physiotherapy and overall wellness, and we regret the inconvenience this has caused you.

  We appreciate your long-standing loyalty to GoodLife and can understand your frustration, particularly given the importance of the pool for your prescribed physiotherapy. As per our agreement, GoodLife reserves the right to change, modify, or eliminate any program, equipment, activity, or service included in your membership. This includes situations where certain amenities may become temporarily unavailable.

  While we cannot offer a billing adjustment or refund for the closure of this amenity, we can confirm that your Ultimate membership allows you to use pools at other GoodLife locations. For your convenience, the North York Dufferin and ***** **** is a nearby option that has a pool, though we understand this may involve a 6km commute. Additionally, if you prefer not to use other locations, we can offer a complimentary freeze on your membership. 

  Thank you for your understanding and patience during this period. If you would like to discuss the membership freeze or need assistance with accessing other facilities, please contact our Member Support team or visit the Madison **** directly.

  Best regards,
  GoodLife Fitness ***********
  

  Customer Answer

  Date: 27/08/2024

   
  Complaint: 22196476
  
  I am rejecting this response because: the business is putting the onus on the consumer to find an alternative solution for their fitness & wellness needs. That is just bad customer service. I am aware that I have access to other Goodlife clubs - however, the responsibility shouldn't be put on me to find & get to another location when key amenities are not fully functioning or available at the ones that I choose to go to regularly. Asides from the ************, the other Goodlife clubs that are convenient for me do not have a pool. It doesn't matter that a location 6KM away (35mins by transit) has a pool - the location is not close to me and is not accessible to me easily or efficiently.
  
  As I mentioned, freezing my membership is not a solution as money has already been spent at Goodlife. No one at Goodlife has offering any viable solutions that would assist in alleviating the financial burden of transiting to another location or acquiring a supplementary membership elsewhere.
  
  

  

  Business Response

  Date: 29/08/2024

  Good evening *****,

  Thank you for your continued feedback.

  We understand your concerns regarding accessibility to nearby locations and any inconvenience this may have caused. We strive to offer solutions that are fair and considerate of our members' needs. As outlined in our membership agreement, GoodLife Fitness reserves the right to change, modify, or eliminate any program, equipment, activity, or service included in your membership. This includes situations where certain amenities, such as the pool at the ***********************, may become unavailable.

  We understand the significant role that these amenities play in your fitness and wellness routine. However, we regret that we are unable to offer an alternative solution beyond what has been provided. 

  If you have any additional feedback, questions or concerns, we welcome you to contact our Member Support team or visit the Madison **** directly. We are committed to assisting you in any way we can during this time.

  Thank you for your understanding. 

  Best regards,
  GoodLife Fitness Home Office

  Customer Answer

  Date: 31/08/2024

   
  Complaint: 22196476
  
  I am rejecting this response because Goodlife has not offered any suitable solutions to help resolve the major inconvenience and stress of this situation. My membership already allows for free membership freezes of up to six months within a calendar year which I could exercise at anytime - so offering a complimentary membership freeze is not enough. Goodlife isnt considerate of the ongoing issue and is not offering anything that is out of goodwill or acting in good faith. 
  

  No empathy has been shown to customer concerns and ********************** has not been satisfactory is meeting customer needs and expectations. Additionally, Goodlife has not been proactive with inform customers of these closures. 

• Initial Complaint

  Date:24/07/2024

  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 signed up with Goodlife with a trainer in 2016. Before I had used up my sessions my trainer quit Goodlife for a better paying job. That is when I stopped going to the gym. Apparently I signed up for a biweekly membership, which means they charge you biweekly indefinitely, without your input for yearly renewal. It wasnt until recently that I became aware of that and although I havent set foot in one of their gyms they have been charging my bank account for 7 years. I called the gym where I signed up originally to cancel the account and they quickly cancelled the account without any hassles or fees and suggested I call the head office. Today I called the head office and they offered to refund my last payment for $25. That is the extent they were willing to rectify charging me approximately $4000 in return for literally nothing. I think this practice is predatory and certainly not the best business practice.

  

  Business Response

  Date: 25/07/2024

  Good afternoon *******,

  Thank you for contacting GoodLife Fitness' *********** regarding your membership cancellation. We regret any frustration or inconvenience you have experienced.

  We have thoroughly reviewed your account and can see you held an All Clubs - Bi-weekly membership with us from October 16, 2016, to July 22, 2024. During this period, we have also noted your purchase of Personal Training sessions. To confirm, our bi-weekly membership options provide a 'no-commitment membership' that remains active until cancelled with one month's notice, as outlined in the signed agreement. The agreement also specifies that membership fees are due irrespective of the amount of use made of the facility. Regretfully, our records do not indicate any request for cancellation prior to July 22, 2024. 

  On July 24, 2024, you contacted our Member Support Team regarding your membership cancellation and refund request. It appears a refund was offered as a courtesy for your final bi-weekly payment, which you declined. Given the circumstances and the absence of any evident error on GoodLife's part, we cannot honour the refund amount requested at this time. However, as a gesture of goodwill, we are willing to refund three months' worth of pre-authorized payments, totaling $151.20.

  If you have any documentation that confirms a cancellation should have been applied, please send it to ********************************************************* and we will be happy to review your refund request further. However, based on the documentation currently on file, the correct information has been provided. 

  We appreciate your understanding and hope this resolution demonstrates our commitment to addressing your concerns fairly.

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

  Customer Answer

  Date: 26/07/2024

   
  Complaint: 22039046
  
  I am rejecting this response because:

  When I signed up for personal training sessions, I had the stated goal to learn body weight exercises that would not require me to continue going to a gym. With that in mind it doesnt make sense that I was signed up for your 'no-commitment membership' that would remain active indefinitely after I stopped going to the gym. To me it seems like I should have been signed up for a membership that would expire when my training was over. I am reasonably certain that your employees are encouraged to sell these never-ending memberships for people like me who dont notice the payments coming out before eventually cancelling.
  
  I think a reasonable conclusion would be to refund all membership fees charged in excess of the one-year membership that I should have been signed up to in the first place. My membership should have expired on October 16, 2017, and there have been 176 bi-weekly payments since then. So, I would like a refund of approximately $4400, not the $151.20 you are now offering.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 26/07/2024

  Hi *******, 

  Thank you for your response. 

  The No Commitment memberships are available as it provides a Member the opportunity to cancel at any time with 30 days notice. We do offer several ways to contact us to request cancellation, and unfortunately did not receive your request until recently. In this case, we cannot offer a refund. 

  We apologize that we're not able to offer what you're looking for. 

  Customer Answer

  Date: 08/08/2024

  Why is this complaint closed? I did not receive anything near a good faith response from Goodlife Fitness and would like to keep this complaint open as long as they refuse to offer a refund anywhere near to the amount that they scammed from me.

• Initial Complaint

  Date:03/07/2024

  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.

  Hello,I have enrolled in a personal training program with Goodlife Fitness King&Wellington location in ******, ******* on the date of 22nd March, 2024. The agreement was made based on my communications with the club manager and a sales staff stating that I can 'cancel the agreement at anytime'.However, they have changed my personal trainer immediately after I signed on with them, and their overall quality of service has became worse and worse - difficulty with scheduling; and most importantly, I have not been given the full 1-hour training for the majority of my sessions due to 'the structure of their program' that they claimed. Therefore, I have requested cancellation on 20th May, 2024.I was told at that moment that to be able to successfully cancel my program, I'll need to pay a penalty of 20% of the total annual fee - which equals to the amount of $1336.92 plus tax. In communication with the club manager, he has told me that their wording about the 'ability to cancel at any time' was accurate, therefore, although no one has mentioned about the cancellation penalty, it is my responsibility to pay if I would like to terminate my term.My questions are:1. Although I fully understand that it is my responsibility to read through the contract, if I have neither been given a copy of my contract until after cancellation was requested; nor the notice of the cancellation penalty when signing up, isn't it in violations of my right as a customer?2. Can a subscription-based business push people to stay in the program despite the quality of service provided?I'm just a normal person/daily customer and I'm not a law expert, which I believe Goodlife as a business has the responsibility to notify me clearly on their terms when I have asked them more than once if I can quit this program before the term ends, and their way of conducting their business is unethical. I sincerely ask that you could help me look into this matter. Thank you for your time.*****************

  

  Business Response

  Date: 04/07/2024

  Good afternoon ******,

  Thank you for contacting GoodLife Fitness ***********.

  We appreciate your concerns and would like to clarify a few points regarding your personal training agreement. While it is our expectation that associates review the details of the contract at sign-up, it is also the responsibility of each member to review their agreement prior to signing. To accommodate this, members have a 10-day period under the Consumers Protection Act to cancel their subscription without penalty if they disagree with the terms. On March 22nd, an email was sent confirming you can view a copy of your agreement via the Member Portal online. If you are unable to access it electronically, a paper copy can be requested at the Club.

  Your Level 2 Personal Training agreement states: This Agreement commences on 22/03/2024 and expires on 21/03/2025. [] If you wish to cancel this Agreement prior to the expiry of the Binding Period, a cancellation fee equal to twenty (20%) of the Total Amount Payable during the Binding Period will apply (plus applicable taxes)". At this time, our *********** team cannot verify verbal conversations at the Club level. The contract states there are no promises, representations, understandings, or agreements other than those contained in the agreement. 

  Upon further review of your account, we see that your Level 2 Personal Training and Essential Zone B membership are both cancelled effective July 8, 2024, due to an overdue balance of $2,457.86. To pay this balance, or if you have any questions regarding the balance, please visit your local Club or call our Member Accounts team at ************** (Monday to Friday, 9AM to 5PM EST). To confirm, there are 18 personal training sessions remaining on file, which can be booked at the Club. Please note, a drop-in fee is required for each session as you no longer have an active membership.

  We apologize for any confusion and sincerely hope to see you back in our clubs in the future.

  Thank you,

  GoodLife Fitness ***********

  Customer Answer

  Date: 13/07/2024

   
  Complaint: 21938568
  
  I am rejecting this response because:

  1. The claim of me owing the amount of what I haven't bought/consumed/agreed to pay makes no sense.

  2. In fact I have been charged extra based on my bank account record that needs to be refunded.

  3. The fact that a company plays all word games trying to trick their customers into some sort of unclear agreement and claiming different things before& after people sign up is not ethical/lawful - if you can't verify the verbal communications at the club, I'd be happy to help you with that since I have call logs& recordings indicating that the information provided to me was misleading.

  Please get this resolved immediately.

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

  

  Business Response

  Date: 15/07/2024

  Good afternoon ******,

  Thank you for your continued communication regarding your Personal Training Agreement concerns. We appreciate the opportunity to address your points and clarify the situation further.

  Based on our records, the overdue balance on your account reflects both the missed payments for your Essential membership ($29.99 + tax bi-weekly) and Level 2 Personal Training sessions ($258 + tax bi-weekly) for *** and June 2024, as well as the remaining amount of the contract. This resulted in the outstanding balance of $2,457.86. Please note that these charges correspond to the services you signed up for and the associated bi-weekly payment schedule.

  If you believe there have been any incorrect charges to your bank account,we encourage you to provide specific details or bank statements highlighting these discrepancies. Our Member Accounts team will be happy to investigate this further. You can reach them at ************** (Monday to Friday, 9 AM to 5 PM EST) for immediate assistance and any clarification regarding the balance.

  At ************ we rely on the documentation on file, which includes the signed personal training agreement outlining the terms and conditions of your contract. We strive for transparency, and it is the members responsibility to review the details of the contract they are signing. The agreement states,"By signing, you confirm that you understand and agree to all of the terms and conditions of this Agreement." It is also specified in the agreement that "There are no promises, representations, understandings or agreements between us other than as set out in this Agreement." An email was sent to you on March 22nd confirming you have 10 days to review your Agreement via the Member Portal, or by requesting a paper copy at the Club level. While we cannot verify verbal conversations at the club level, we recommend discussing any verbal agreements or misunderstandings directly with the Fitness Manager and your Personal Trainer at the King ***** ********** location.

  To further support you, you can log in to the Member Portal to review your agreement. If you encounter any issues accessing it, please request a printed copy at the club or email our Privacy Officer at **************************************************************** Additionally, you have 18 personal training sessions banked on file, which you can schedule at the club. As noted in the agreement, "Your allotted biweekly/monthly Sessions become available to you as you make payment for them. If at any time, you don't use all of your allotted biweekly/monthly Sessions, unused Sessions may be banked and used at a later date, provided that they are used before their expiration". 

  We can understand your frustration and apologize for any confusion. Our goal is to ensure clarity and satisfaction for all members, and we genuinely hope to resolve this matter amicably. Based on the information provided and your signed agreement, we are unable to provide a different resolution at this time.

  If you have any further questions or need additional support, please do not hesitate to contact our Member Support Team at ******************************************************** or **************.

  Thank you,

  GoodLife Fitness Home Office

• Initial Complaint

  Date:24/06/2024

  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.

  On April 16th at the gym, a staff member noticed my workout form was off and offered a starter package, which I accepted due to hitting a plateau. We met on April 18th; he gave dietary advice and measured my weight and body fat, then suggested personal training sessions. I initially hesitated due to the cost but later agreed to a short-term deal of 10 sessions for $750 after he mentioned they could be canceled anytime.After attending 8 sessions, I tried to cancel, only to be informed by the fitness manager that I was unknowingly signed up for a 12-month contract with a $650 cancellation fee not previously disclosed. The manager acknowledged the error after reviewing our chats and asked me to email him for further investigation on June 5th. Despite my efforts to follow up, I received no response.On June 12th and 18th, attempts to contact or meet the manager were unsuccessful, and I was informed on June 13th that he was on vacation until July. The front desk promised a follow-up by June 21st, which never came. When I tried to cancel my sessions, I was told only the fitness manager could do so, leading to further delays.This situation is unacceptable. GoodLife changed the session duration agreement without proper disclosure of fees, and the managers lack of action has prevented me from canceling. I demand a refund for the sessions from June 7th onwards and the cancellation of the fee, which was never part of the initial agreement.

  

  Business Response

  Date: 24/06/2024

  Good evening Zhibo,
  
  Thank you for contacting GoodLife Fitness *********** regarding your Level 2 Personal Training Agreement. 
  
  Please know that we appreciate your concerns, and while it is expectation that our associates review the details of your contract at sign-up,it is also each members responsibility to review their individual agreement prior to signing to accept. For this reason, our members have a 10-day timeline under the Consumers Protection Act to cancel their agreement with no penalty should they not agree to the terms of their agreement with us.
  
  We have taken a look into your account on your behalf and were unable to locate any documentation on your file to confirm that a cancellation request was made within the 10-day regret period. As stated in your membership agreement is, This Agreement commences on 30/04/2024 and expires on 29/04/2025. If you wish to cancel this Agreement prior to the expiry of the Binding Period a cancellation fee equal to twenty (20%) of the Total Amount Payable during the Binding Period will apply (plus applicable taxes).

  At this point in time, as *********** can only go by the documentation on file, we cannot verify that a cancellation should have taken place without documentation proof, or confirmation from the club associate verifying that a cancellation should have been done. To confirm, we are unable to verify verbal conversations at the Club level. Please revisit your local Club, e-mail the General Manager at ****************************************************************** or the Assistant General Manager at ******************************************************** for assistance regarding verbal conversations at the Club level.

  As noted, we can see that you are still within your Training commitment period with us until 2025. While we are sorry that you are wanting to end this early, we are happy to offer you the option of paying the early buyout fee of 20% of your total contract value to terminate this agreement early. As this early buyout fee must be paid in full at the time that you request to cancel, we are not able to process your cancellation by via e-mail or BBB case. To process your cancellation and pay this fee, you will need to go into your local club, or call Member Support Team at ************** (Monday to Friday, 9AM to 5PM EST).
  
  Thank you for reaching out to us, 
  GoodLife Fitness *********** 

  Customer Answer

  Date: 24/06/2024

  I undersatnd that I have responseability to review the agreement after I signed it, but the problem is it is also your reponseability to at least tell your member the basic information, I have attached the text message between me and the my personal trainer, he stated very clearly that what he offers me is a 10 session short term training,  when I am  signing up the agreement, he did not tell me anything except the price of each training session. I used have a short term training session with good life before so that's why I trusted my personal trainer, but the fact is that he did not worth my trust. I will take this case as a ******* but at least you can reduece some amount of early canclelation fee. Also, I asked the refund for the personal training session after Jun 5th is also reasonable, cause I can proof that I asked for the cancle my personal training session on Jun 5th, the reason why I wait until today is because the fitness manager said he need investgate this case and asked me to wait, yet  he did not answer me anything until today, which is another betrayl of my trust, and since he is on his vacation I still can't cancle it until he is back. 

   

  I am willing to pay the early canclation fee, but for full amount is unfair to me because your employee didnt do his job of telling me the full information of the agreement, and the refund of my personal training session is what that fitness manager promised me at the first day I talk to him, the screen shot of the email that I send to him can prove that I have asked for the cancle on the Jun 5th.

  Customer Answer

  Date: 24/06/2024

   
  Complaint: 21893651
  
  I am rejecting this response because:
  
  I undersatnd that I have responseability to review the agreement after I signed it, but the problem is it is also your reponseability to at least tell your member the basic information, I have attached the text message between me and the my personal trainer, he stated very clearly that what he offers me is a 10 session short term training,  when I am  signing up the agreement, he did not tell me anything except the price of each training session. I used have a short term training session with good life before so that's why I trusted my personal trainer, but the fact is that he did not worth my trust. I will take this case as a ******* but at least you can reduece some amount of early canclelation fee. Also, I asked the refund for the personal training session after Jun 5th is also reasonable, cause I can proof that I asked for the cancle my personal training session on Jun 5th, the reason why I wait until today is because the fitness manager said he need investgate this case and asked me to wait, yet  he did not answer me anything until today, which is another betrayl of my trust, and since he is on his vacation I still can't cancle it until he is back. 
  
  I am willing to pay the early canclation fee, but for full amount is unfair to me because your employee didnt do his job of telling me the full information of the agreement, and the refund of my personal training session is what that fitness manager promised me at the first day I talk to him, the screen shot of the email that I send to him can prove that I have asked for the cancle on the Jun 5th.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 26/06/2024

  Good afternoon Zhibo,

  Thank you for your response and for providing information regarding your situation.

  We understand your concerns about the communication and expectations set by your personal trainer at the time of signing your agreement. While we appreciate your willingness to share text messages and emails, unfortunately,we are unable to translate/verify the content of screenshots provided. As stated in your membership agreement, "There are no promises,representations, understandings, or agreements between us other than contained in this Agreement. Any changes must be in writing, signed by both you and GoodLife."

  We regret that we are unable to verify verbal conversations or informal agreements that *** have taken place at the Club level. Based on the signed agreement on file, your Total Bi-Weekly payment is $250.80 plus applicable taxes, with a binding period from 30/04/2024 to 29/04/2025. The early cancellation fee, as noted, is 20% of the total contract value, which must be paid in full at the time of cancellation.

  We appreciate your willingness to pay the early cancellation fee and understand your request for a reduced amount. However, as per the terms of the signed agreement, we are required to enforce the full 20% buyout fee.

  We have sent an email on your behalf to the Fitness Manager, General Manager, and your Trainer for assistance regarding the conversations that occurred at the Club level. We have asked them to contact you directly for further assistance -- We hope this will help in resolving your concerns.

  Thank you for reaching out to us.

  Sincerely,
  GoodLife Fitness Home Office

• Initial Complaint

  Date:20/06/2024

  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.

  At the end of May 2024, I switched back to a corporate plan at Goodlife. During this time when I had switched plans, I received an error when trying to use the facilities, which I had asked the employees about and they were not able to give me a clear answer but allowed me to use the facilities as it showed the membership was still active and paid for during that time. I has received an email (attached, received June 4 2024) saying I had $5.81 overdue and was expecting to pay that at the front desk the next time I went in. The next time I went in they told me that I owed $46.48 even though I hadn't received any notices of this amount being overdue and by this point I had already fully paid for the next month on the Corporate plan. The employee working had stated that my membership was still active and that I would be able to use the facilities but gave me the corporate office number to call. My account is linked to my brothers account so he called corporate and they let him know that I only owed $5.81 and that I would be able to pay at the front desk next time. I went in to Goodlife and this time expecting to pay $5.81 as per the overdue email and what corporate said over the phone but the employee said I had to pay the $46.48 but said that I could come see the manager when he was in. I agreed to pay the $46.48 at the time as I wanted to be able to use the membership that I had been charged for and decided to contact the manager. I spoke to a manager in person, going through both mine and my brothers accounts and it seems they had double charged both of us for periods in between May 13 and June 15 2024. She was not able to clarify why I had been charged and referred me to the Privacy Officer. I believe my brother has also been double charged without his knowledge. In the attachments you will see the invoices the manager showed me and it seems clear that there was definitely overlap in payments.

  

  Business Response

  Date: 23/06/2024

  Dear *****,

  Thank you for reaching out to us regarding your recent billing concerns. We apologize for any lack of clarification or confusion regarding the billing and hope we can provide some clarity.

  After carefully reviewing your account, it's evident there was a transition period between your previous Premium - Bi-weekly membership and your current Essential Zone A - Monthly membership.

  Here's a summary of the adjustments made:

  Your Payor removed you from their account and billing on May 15th, resulting in an owing balance for your Premium - Bi-weekly membership. A payment of $46.48 was owed, which you subsequently made at the Club, covering club access from May 27th to June 11th. However, you were then re-added to your Payor's account effective May 30th, with an Essential Zone A - Monthly membership. The first payment due for your Essential Zone A - Monthly membership was pro-rated to cover club access from May 30th to July 15th (over 1 month of access), with a total payment of $90.21. This payment is confirmed on Page 1 of your signed membership agreement. However, a portion of your previous payment of $46.48 was applied to this first payment, resulting in a remaining owed balance of $52.44. Therefore, $52.44 for deducted on June 3rd for your individual Essential Zone A - Monthly membership, covering your club access until July 15th. Your next monthly payment for your individual membership will be on July 16th, in the regular amount of $58.26 (including tax).

  Altogether, the payments made are correct, covering your club access until July 15th. While we cannot provide details regarding your Payors account, we can confirm the June 3rd payment was for your membership only, while the June 16th payment was for your Payor's membership only. Moving forward, yours and your Payor's payment schedules are aligned (i.e. 16th of each month, with the exception of non-business days).

  If you have any further questions or concerns regarding your membership or billing, please do not hesitate to contact our Member Support Team at ******************************************************** or by calling ************** (Monday to Friday, 9 AM to 5 PM EST).

  Thank you for choosing GoodLife Fitness.

  Sincerely,
  GoodLife Fitness Home Office

  Customer Answer

  Date: 23/06/2024

  Would I be able to receive a full breakdown of the amounts paid for my account and what periods it covered. Thanks!

  

  Business Response

  Date: 24/06/2024

  Good afternoon Asini,

  Please visit our Receipt Request website ****************************************************************** to request a breakdown of your membership dues. Please note if any payments were made with the Payor's banking information, the Payor will need to fill out the form with their own personal information. If you have any questions regarding the breakdown, our Member Support Team is here to help via ******************************************************** or via phone ************** (Monday to Friday, 9AM to 5PM EST). 

  To re-confirm:

  - $46.48 was paid at the club, providing access from May 27th to June 11th with your Premium - Bi-weekly membership

  - You then registered for a new membership, an Essential - Monthly, in which a payment of $90.21 is owed, providing club access from May 30th to July 15th (over 1 month of access). This payment is pro-rated to align your payments to your Payors (i.e. 16th of each month). Your next payment will be on July 16th. 

  - As there was an "overlap", $37.77 (from your $46.48 payment) was applied to your June 3rd payment. Altogether, only $52.44 was deducted on June 3rd for your membership, as opposed to $90.21 on Page 1 of your Agreement. 

  - Of the $46.48 paid at the Club, $8.71 was for your club access on May 27th - May 29th. While the remaining $37.77 was applied to your club access from May 30th to July 15th (in addition to the remaining owed $52.44 deducted on June 3rd)

  Warm regards,

  GoodLife Fitness Home Office 

• Initial Complaint

  Date:13/06/2024

  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.

  This is a complaint against GoodLife Fitness located at *********************************************, regarding their refund policy and practices related to my personal training plan.On April 6, 2022, I visited the GoodLife Fitness ******************* and ***** location and was persuaded into signing up for a personal training plan. The staff rushed the process, and I ended up paying the first installment on the same day. Shortly thereafter, due to unforeseen financial difficulties and an impending move to another province where there are no GoodLife Fitness locations, I contacted the gym to request a refund within the stipulated timeframe.However, despite my request, I was met with continuous excuses and refusals. Eventually, they offered to refund the amount to my GoodLife account, which is not a feasible solution for me as I have moved provinces and cannot access any GoodLife facilities.I have repeatedly requested that the refund be processed through my original method of payment (credit card), but my requests have been consistently denied. I was even informed that I need to visit a GoodLife location in person to receive my refund, which is impractical given my current circumstances.I believe this conduct is not only unfair but also contrary to standard business practices regarding refunds, especially given that I am well within the timeframe to request a refund if $210.56.

  

  Business Response

  Date: 13/06/2024

  Dear *******,

  Thank you for reaching out and sharing your concerns with us. We apologize for the inconvenience you have experienced regarding your refund request.
  After reviewing your account, we can confirm that you have a credit of $237.93 on file and are eligible for a refund.

  For privacy and security reasons, we do not retain credit card information, and therefore, we are unable to process the refund directly to your credit card. To facilitate your refund, you have two options:

  1. You may visit your nearest GoodLife location with your credit card
  2. You can call our Member Support Team at ************** (Monday to Friday, 9AM to 5PM EST) with your Direct Deposit Information and we will submit the refund to your banking account. Once submitted, the refund will take up to 7 business days to process.

  We apologize for any inconvenience this may have caused and appreciate your understanding. We are committed to resolving this matter promptly and ensuring your satisfaction.

  Sincerely,
  GoodLife Fitness Home Office 

• Initial Complaint

  Date:24/05/2024

  Type:Customer Service 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 May 9th, 2024, while using a Goodlife facility, my locker was broken into and items stolen. Upon discussing with the facility management and staff, it was evidence (based on information they provided) that they had some awareness that there was suspicious activity and undertook no measures to prevent and/or mitigate the concern. The theft resulted in over $650 of work I spent to prevent further theft of property and belongings due to the items stolen. I raised the concern on May 9th with Goodlife via their online feedback portal, and have attempted to connect with the facility multiple times, social media, and customer service with no follow up to/with me on the complaint or status. I have yet to receive contact from their risk management team despite numerous attempts. Further, the facility manager seems to never be available anytime I call, as I have been asked to do. I believe there should have been more done (based on information mentioned to me by facility staff/management) on the day of the incident, and the follow up customer service has been below negligible. I would like my membership fee for the year returned and some type of contact and apology for the lack of empathy / sympathy for the situation and the lacklustre follow up response.

  

  Business Response

  Date: 27/05/2024

  Dear ****,

  
  Thank you for bringing this matter to our attention, and for your patience as our *********** team investigates the incident you experienced on May 9th, 2024, at our *************************** Centre Club.

  
  We sincerely apologize for any distress and inconvenience caused by the theft of your belongings and the subsequent handling of your concerns. Firstly, we would like to address your concerns about the security measures at our Club. While we do our best to maintain a safe environment, we regret that this incident occurred.As per our policy, members are advised to use their own locks for the lockers,and the use of lockers is at the Members own risk; GoodLife Fitness is not liable for any theft of or damage to property. Nevertheless, we understand that this situation has been troubling and assure you that we take such incidents very seriously.

  
  Our Member Support Team filed an Incident Report (#SR-1375394) on May 9th to be investigated by our Risk and Safety Team, who are currently reviewing all details related to the incident. We appreciate your patience as this investigation proceeds. Regarding the lack of follow-up from our Clubs Management Team and Member Support Team, we acknowledge that our response has fallen short of your expectations. This is not the level of service we aim to provide, and we are taking steps to address these communication gaps internally to ensure better support for our members in the future. For the privacy of our Members, our Member Support Team does have access to the full details of the investigation, but we can confirm the incident is being thoroughly investigated.

  
  Your request for a refund of your membership fees for the year, along with other considerations, has been forwarded to our Risk and Safety Team as part of their investigation. We assure you that our team will communicate the outcome of the Incident Report to you as soon as possible. We offer our sincere apologies for the lack of empathy and support you felt during this time -- We are committed to improving our services and ensuring that all our members feel valued and supported.

  
  We will continue to monitor the progress of your case and ensure that you are updated promptly.Should you have any additional concerns or require additional assistance,please do not hesitate to reach out to us directly at ************** or *********************************************************
  Thank you for your understanding and for giving our team to the opportunity to investigate further.

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

• Initial Complaint

  Date:03/05/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  GoodLife Fitness is dragging out my cancellation and refusing to let me cancel because it does meet their policy.I contacted them via email on April 22nd at ****************************************************** requesting to cancel along with a note from my psychiatrist stating my reason for cancelling. I got a reply on the 24 stating they would process my request. They waited till May 2nd to tell me my request did not meet their policy. The contract I signed states under consumer rights; you may cancel this contract at any time if, due to physical, medical or mental disability, your continued participation in the services is unreasonable due to your condition or is likely to endanger your health as substantiated by a medical or nurse practitioner.

  

  Business Response

  Date: 03/05/2024

  Good Day Franny,

  We have reviewed your case and the attachments you have provided. We will confirm that the information you have been provided is correct. It is never our intention for the member to feel that this is being dragged out, however your case was needing to be reviewed first, which is why you did not receive a response immediately. 

  While we are sensitive to your health privacy, the medical note does not provide any information regarding the length your physician expects you to be unable to exercise/ the reasons behind it. GoodLife would be more than happy to re-review your situation with more information outlined by your doctor. 

   

  We look forward to being provided additional information so that we can revisit the available options. During this process we appreciate your patience and understanding. 

   

  We look forward to hearing from you. 

   

  Customer Answer

  Date: 04/05/2024

   
  Complaint: 21660677
  
  I am rejecting this response because:

  I do not need to provide the information your a requesting it does not say that in the contract. 

  The length of time does not matter as I will not be returning

  And the reason is on the note.

  I implore you to speak with my psychiatrist whose name is in the doctor's ******************* ask that at this time if that you do not or charge me or pause the payments (and refund the last payment)  while you take you time to decide on the resolution of this situation 

   

   

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

  

  Business Response

  Date: 08/05/2024

  Good afternoon ******,

  Thank you again for connecting with us regarding your Level 3 Personal Training cancellation. We submitted ticket #SR-1374191 to our Research Team and Personal Training Divisional Manager (PTDM) for further review of your refund request. While our policies and procedures require the duration of time a member is unable to train for in the medical note, our team has approved your medical note as a courtesy. Moving forward, your Ultimate - Bi-weekly membership and Level 3 Personal Training agreements are cancelled. We have refunded your recent pre-authorized payment and also credited the remaining Personal Training sessions on file. A credit of $2,585.52 remains on your file and will be refunded to your account on May *********.

  Please note you remain listed as the payor for ***** and ******'s bi-weekly memberships. If you wish to be removed as their payor, please contact our Member Support team via phone, e-mail, or a DM on social media. Your add-ons may also contact GoodLife directly to provide their own banking information. 

  Thank you again for connecting with us! If you have any additional questions or concerns, please do not hesitate to reach out.

  Warm regards,

  GoodLife Fitness Home Office 

  ************** 

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

  Customer Answer

  Date: 09/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************