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:01/05/2024

  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 was charged $130.95 & never joined app I do have My Fitness Pal NOT Good Life

  

  Business Response

  Date: 02/05/2024

  Hi ****,

  Thank you for your submission. Looking into the transaction from the screenshot provided, we will confirm that this charge is not associated with GoodLife Fitness in ******. We also noticed that you reside in *****************, whereas GoodLife does not operate outside of ******, nor do we accept US bank accounts for pre-authorized payments. 

  We would suggest contacting your bank to discuss the available options, as we are unable to assist you further. 

• Initial Complaint

  Date:10/02/2024

  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 believe that they misled me into signing a personal training contract and then, against my instructions have debited my bank account several hundreds of dollars, despite multiple attempts on my part to cancel the contract. I have reached out to the GoodLife *********** in ******, ******* and have spoken to the front desk, the trainer and the Fitness Manager at the local club on multiple occasions and have gotten nowhere. As of this writing, I have been trying to cancel this contract for nearly 7 weeks and it remains uncancelled. GoodLife is insisting I pay them approximately $1,600 before they will cancel.In late November 2023, I approached the Goodlife front desk at the local club and asked them if they provided physiotherapy sessions to help treat a sore elbow I was experiencing. The front desk introduced me to the Fitness Manager, *****, who said they didnt offer physiotherapy but that they could set me up with a training program that would be better than physiotherapy and fix my problem with my elbow. The sessions ***** signed me up for cost nearly $8,000 a year. I mistakenly thought that the training would about $1,500 a year. I made a nearly $250 prepayment, mistakenly thinking that that payment would cover the 1st two months. It did not. Around the Christmas holidays, a large payment of more than $300 was debited out of my account. Upon learning of the debit to my account, I reached out to the Goodlife Front Desk but was told that since it was the holidays, to wait until the new year when more staff were available. I waited. Payments kept coming out every 2 weeks while I tried to talk to the local club and their head office but got nowhere. I hadnt received any contract until late January, even the *********** couldn't locate my contract through their member portal. When I spoke to the *****#, the Goodlife lady said I could access my contract via their member portal through my phone but she couldn't find any contract in my portal.

  

  Business Response

  Date: 13/02/2024

  Good Day *****,

  Our team has reviewed your complaint in addition the past interactions you have had with our member support team. The information you have been provided through the multiple channels is accurate, as each member is responsible for reviewing their personal training agreement. As per the consumer protection (cited on the top of the second page in bold), you are allotted 10 days (including the date of signing) to review the agreement and terms in their entirely. GoodLife does not take ownership for those who do not review this crucial document, as all the policies are outlined clearly on our agreements. 

  With regard to the buyout, this can be further cited underneath section 3 as follows:

  'If you wish to reduce the frequency of your Sessions and/or the level of Personal Trainer during the Binding Period, a downgrade fee equal to 20% of the difference in the Fees payable for the balance of the Binding Period (plus applicable tax) will apply.'

   

  While we understand this is not the answer you had hoped going through this channel, we will advise that the buyout is owed, along with all other bi-weekly fees up until the agreement has been cancelled (by collecting the buyout). You can make that payment through our member support team or by visiting your local club. 

  Customer Answer

  Date: 13/02/2024

   
  Complaint: 21274958
  
  I am rejecting this response because:

  Firstly, I didn't receive a copy of my contract until January 31st via email from employee *********************** (after asking for a copy multiple times). Thus the 10-day cooling off period wouldn't start until that point.

   

  Secondly, this point often gets glossed over...I sought your organization out for physiotherapy for a sore elbow, was told no, it's not a service you offer but your Fitness Manager ***** told me you offered personal training, which was better than physio and would fix my sore elbow....Unfortunately, it did not. Your Fitness Manager is unqualified to make such a statement but he did. Your Fitness manager was obligated to fully explain and make sure I understood cancelation policies but he did not. It begs the question...are your staff trained to induce clients to sign up for costly personal training? Are your staff qualified to make such statements that they can heal injuries? The entire experience comes off as shady and slick. I have made a complaint to the ******** of ******** Affairs. I have also given your club a 1-star ****** rating and I have canceled my entire gym membership and now I am a member of Movati after being your client on and off for nearly 13yrs. That says something about how rigid your entire position is on this matter--when confronted with the facts, you merely shrug your shoulders. I won't stop until I get this matter resolved. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 13/02/2024

  Good Day *****,

  A copy of your personal training agreement was emailed as an attachment the same day that you registered for the personal training package (Nov 27, 2023 approximately 12:10pm). Like any service agreement, it is the member's responsibility to review the agreement accordingly/ request for your agreement in a timely fashion in the event it is not received the day of signing. Based on our records, the email was sent accordingly and timely from our end (allowing you to review the agreement during the initial 10 days).

  We are not able to speak to what was discussed between you and the trainer, as we were not present for any of the sessions or initial consultation. At home office, we refer back to the original agreement that you willingly signed in club (this policy can also be cited under section 12 on your agreement).

   

  At this time we are not able to move ahead with your request based on the information you have provided. We apologize that we have lost you as a member, but we wish you all the best. 

• Initial Complaint

  Date:23/01/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was using personal training at Good life fitness and wanted to cancel it before the contract period. Fitness manager at my location told me that I don't have to pay the 2000$ penalty amount and that he'll stop anymore deductions. But 1 months later I am still charged around 860$ and required to pay the 2000$ on top of that to cancel the subscription. They also won't refund the 860$ even though I can't even use the sessions worth the amount due to a back injury. I need immediate stop on this unfair cancellation fee and unlawful deductions even when I'm not capable of attending the sessions.

  

  Business Response

  Date: 23/01/2024

  Good Day Shekina,

  We thank you for reaching out with regard to your personal training agreement with GoodLife Fitness. We apologize for the confusion that has been caused with regard to the policies outlined in your agreement.

  Upon reviewing your file, we see that you have spoken with a number of associates with regard to your personal training contract. The information that has been provided to you previously is correct, as we are not able to waive the buyout based on verbal promises. It appears that you were advised on a number of occasions to speak with the Fitness Manager of the location, as they would need to submit this request for approval. Your personal training agreement remains ********* to the point of collecting the buyout, as that is what closes the membership. 

  If you have any new supporting documents/ information for our team (that is not already on file), we would be more than happy to look into this further for you. As mentioned previously, the information that you have provided up to this point while appreciated, requires verification (which is the member's responsibility). This can be in the form of an email from an GoodLife Fitness email, and or printed document on company letterhead. We strongly urge that if you have not followed up with the Fitness manager, that you do so as soon as you can (to avoid additional payments being processed as the agreement is still active).

   

  Thank you again for your time. 

  Customer Answer

  Date: 23/01/2024

   
  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,
  
  *********************

• Initial Complaint

  Date:15/01/2024

  Type:Customer Service 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, ********************************************, am currently experiencing a challenging situation with GoodLife Fitness regarding my personal training sessions. Following an accident on October 17, 2023 that necessitated rehabilitation, I provided the requested doctor's documentation to GoodLife. Despite this, the gym deemed the documentation insufficient and terminated my membership while continuing to charge for unused Person Training sessions, even proceeding to involve collections. Feeling unfairly treated due to my accident and rehabilitation needs, I am requesting a reinstatement of my membership, a freeze on my payments, and an adjustment to my training plan to accommodate my physical and financial recovery. I have also reached out to ******************************* <*********************************************************> National Manager of Personal Training Customer Experience for assistance in resolving this matter with compassion and understanding. Please help me. *********

  

  Business Response

  Date: 16/01/2024

  Hi *********,

  Thank you for connecting with the GoodLife Fitness *********** team regarding your membership and personal training.

  We have taken a look into your account and it appears the situation has been resolved. We have provided a complimentary membership, commencing from October 13 2023 to July 12 ****. Your Personal Training agreement has ended, and 16 sessions remain on file (expiry of June 30 ****). In addition, there is no owing balance on file. 

  Please let us know if you have any questions or concerns.

  Wishing you well in health and fitness, 

  GoodLife Fitness 

  Customer Answer

  Date: 16/01/2024

   
  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. I had already been given a Platinum membership this year. I hope this is what will be reinstated.
  
  Sincerely,
  
  ************************************************

• Initial Complaint

  Date:13/01/2024

  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.

  I am writing to express my deep concern and frustration with the ongoing lack of customer service with ********************** generally. Over the years, Goodlife has implemented numerous of unnecessary fees, and lack of concern towards their customer. There have been numerous times, where the fees keep building up without any warning. The most recent incident includes, when I asked to freeze my account in 2023, till the End of Dec. I have received a confirmation email, letting me know that the payments will resume on the 27-Dec. By this time I have changed my bank information, and had planned to call/ change my bank info online before the next submission, however I have received an email claiming that they were unable to retrieve money from my old bank account which does not have any funds, and because of this, they would charge be an extra $25. I went on their member portal to change my bank information, well before they claimed they would "try again" to take the money. Once the date passed, I was chatted with a customer service representative to ensure that the payment went through, and I did not/ would not receive any additional fees, and the customer service representative confirmed with me, I did not have any remaining fees on my account, and even emailed me proof of the conversation. Then a couple of days later I received another email claiming they were not able to retrieve the fees and will try again a month from now, with ANOTHER additional fee. I was furious when I saw this email, and felt very betrayed and disrespected. Despite the numerous times Goodlife has charged me unnecessary fees, I would go back and be a loyal customer to them, however they continuously charge me this fees, without any remorse, and I am absolutely done trying to give this gym another chance. I have warned my family and friends about the dark side of Goodlife, it just is not fair to treat customers this way, especially ones who just want a gym to call home, I am very dissapointed with them.

  

  Business Response

  Date: 18/01/2024

  Hi ****. We're very sorry to hear about your billing concern. We reviewed your account and found that you did have a payment scheduled on December 22, 2023, that was returned by your bank as non-sufficient funds. We did send out and email to inform you of this, and that we would be rescheduling the payment along with a $25 service. This has always been our practice. We do not see any additional or new fees. The payment that we rescheduled did not clear, and is currently an outstanding balance on your account. Our records do not show that an error was made or that a refund is due. 

  If you have any questions about this information, please let us know. 

• Initial Complaint

  Date:10/01/2024

  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.

  Hello,My name is ******************* and I applied to GoodLife Fitness on ********* in ****** ******* for the purpose of providing relief for me back pain.I have recent results from my orthopaedic surgeon/ specialist that my spine is deteriorating and will require surgery in the near future if I dont ********************* therapy rehabilitation immediately. I didnt not utilize the gym exercise services or equipment located on ************************************* and the facility can verify with my membership number that I only used it once- sauna for like 15 minutes because I couldnt stay longer due to pain. With said, I am requesting a refund for the months that have been withdrawn due to lack of use because I am not permitted any physical activity (only physiotherapy) by a physiotherapist specialist Dr. **************** on Riverbend in ******, *******.Jimena, an employee with GoodLife Fitness at ****************** was belittling me and said that applying to the gym facility was a privilege, and I cant cancel right now until I pay more money to have the membership cancelled. I have a disability that the surgeon/orthopaedic specialist is treating me for (potential surgery), and I have started receiving physiotherapy with Dr. ******* in ****** *******. I am unable to utilize the facilitys services due to back/spine trauma. ****** is disregarding my limitations and is forcing me to make another payment for services I havent used in order to cancel the membership. I have requested my ALL and ANY payments they have withdrew from my account be refunded back to me immediately for non use- medical circumstances. ****** (after I sent her three emails explaining my situation and forwarding to her my medical results/reports, has continued to deny my refunds. This is biased and very unprofessional. ********************** **********

  

  Business Response

  Date: 11/01/2024

  Good Morning ***,

  We are sorry to hear that you are no longer able to use our facilities due to medical. As a courtesy, we can move ahead with your cancellation request, waiving the 30 days notice required.

  With regard to your refund request, these funds would not be eligible for refund, as the service has been made available for you to use, in addition to billing not being based on usage. While it is unfortunate that you did not utilize the club as you had hoped, we are not able to refund the payments requested. This request is not an option available to any member, so it would be unfair to make an exception for one and not for all.

  We understand that this is not the answer you expected going through this channel, but we will confirm that the information you have been provided already is correct and in line with our policies and your signed membership agreement. 

  Please confirm if you would like our team to cancel the membership moving forward. 

   

  Many thanks, 

  Customer Answer

  Date: 11/01/2024

   
  Complaint: 21119374
  
  I am rejecting this response because I did NOT utilize your facility since I enrol in your facility except once to the sauna for 10 minutes because I couldnt sit longer than that. I have severe spinal injury and I am currently receiving physiotherapy for it with a SPECIALIST (I have been waiting to see for four months)!!!! Your actions are appalling, biased and unprofessional. I have limitations due to my severe spine/ back issues do my specialist mandated physiotherapy and if that doesnt work, I will have to have surgery to correct my issues, and you are refusing to REFUND my payments that you withdrew while I did not USE your services?!!! That is unjust and demeaning. You are punishing me by taking my money UNLAWFULLY and keeping it, even though you are aware of my disability and limitations along with the physiotherapy documentation I uploaded. You mentioned that you do not give back refund(s), well you refunded *********************** $95 approximately in October or November 2023. So, now I know that this treatment towards me is biased and judgmental because Im presenting a disability which specialists are working to help me recover while you are causing my anxiety and belittling me. I am requesting an immediate refund for NOT USING YOUR SERVICES AT YOUR FACILITY BECAUSE I PHYSICALLY CANT!!! 
   
  *******************

  

  Business Response

  Date: 11/01/2024

  Hi ***,

  As mentioned, the service was made available to you. If you were unable to use to the facility, we should have been notified prior to now, as we do not backdate the cancellation requests. It is the member's responsibility to inform GoodLife that they are unable to continue for medical reasons right away, not months after several payments have been taken out, with the expectation that they will be refunded.

  We will mark today as your final payment (as we are not able to stop this), however we have waived the January 25 payment for you as a courtesy (this would have been an owed payment under the 30 day cancellation policy).

   

  We will advise again that you are not eligible for a refund for payments collected previously. 

   

  Thank you.

   

   

  Customer Answer

  Date: 11/01/2024

   
  Complaint: 21119374
  
  I did not know the severity of my spine issues. I have problems with my spine and I enrolled with your facility because I wanted to recuperate and alleviate the pain, although when my specialist requested an CT scan, things were worse than I thought and using the gym would have permanently disabled me. My purpose was to enrol in the gym and use the services, and not wait months and not use it and then ask for a REFUND back as you are insinuating!! This is appalling and very belittling. I did not know my back issues were that severe and potentially requiring surgery if physiotherapy doesnt work, and now you are belittling me and saying I waited this long just to receive a refund, that is totally untrue and unfair. I did not use your services due to medical circumstances and I am requesting my money back because I did not USE your services due to finding out the damage of my spine/back just recently. I did not know the severity of my spine issue until just recently and this is why I am UNABLE TO use any of the services. And as I advised *****, I enrolled to use the gym to try to ease the pain and I told him I wont be using any weights, and only using the treadmill and sauna, although I did not use any due to my pain and results.  You have no respect for a disabled persons medical circumstance or anyone suffering from any injury or pain. You have belittled me and trying to call me a liar to say I waited this long for a refund!!! I will escalate this matter and take it as far as possible because I deserve better treatment and respect. You have taking this matter personally and refusing to refund me my payments because you feel more superior than people who are physically struggling and can not perform strenuous or any type of physical activity due to their medical conditions. I am suffering right now and did not know the severity until I saw the spine specialist and orthopaedic surgeon ************** that waited for for four months!!! I was waiting to be seen for four months like any other wait time for a specialist and you tell me that I waited this long just for a refund. This is insane that you would say this!!! This treatment is absurd and very unjust and again unprofessional and belittling. me

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

• Initial Complaint

  Date:18/12/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a corporate plan with goodlife and went to visit location was given a 3 day complimentary personal training session. Then was signed up for a contract with personal trainer sep 8th 2023. however within **************************************************************************************************************************** advance to cancel. They have already cancelled my prepaid corporate membership and started charging about 500 a month. I informed the director that I no longer wanted to continue sessions as my personal trainer visits my condo and that makes me uncomfortable. I also provided a medical note as requested advising why I cannot proceed. I am getting calls from their head office demanding payment for training sessions that I never received. I am also confused with how the agreement worked since I was told I dont have membership only personal training sessions. not sure how that works with goodlife. when they were taking funds they were taking different amounts from what was agreed. The location advice they will look into matter and resolve since I already had a credit balance when I advice them I wanted to stop. now they are demanding close to **** from their head office. they are calling non stop while the gym location said they will send the dr's note to get everything resolved. I have not got any answers yet I feel like I am getting billed unfairly for a gym that does not even cover membership.they are charging over 500 a month with no set membership benefits like using the gym saying its only for personal trainer. The head office is threatening to send for collection. I have not received training since October but they just keep charging.

  

  Business Response

  Date: 18/12/2023

  Hi Thilini,

  Thank you for connecting with us regarding your Level 2 Personal Training agreement with us. We understand your concerns, and sincerely apologize for any inconvenience this may have caused.

  Taking a look into your account ************* can confirm your Level 2 Personal Training agreement began on September 8th 2023. The signed agreement has a Binding Period of September 8th 2023 to September 5th ****. 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 membership agreement prior to signing to accept. For this reason, our members have a 10-day timeline under the Consumers Protection Act to cancel their subscription with no penalty should they not agree to the terms of their membership agreement with us.
  
  Stated in your signed membership agreement is, This Agreement commences on 08/09/2023 and expires on 05/09/****. [] 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). [] Unused Sessions may be banked and used at a later date, provided that they are used before their expiration. All Sessions must be used within twenty (20) weeks following the payment date that the Sessions became available, after which they will expire. [] By signing this Agreement, you agree to pay us the Fees when due, irrespective of your use of the Sessions. [] 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 have taken a look into your account on your behalf and we were unable to locate any documentation on your file to confirm that a cancellation request was made for your Level 2 Personal Training agreement.
  
  However if you have any previous documentation to support your original cancellation request, you are welcome to send it to us and we will be able to review the information accordingly. If you do not have any documentation, we would suggest that you speak to the individual that you had originally requested the cancellation with. If you do not remember who you have spoken with, I would suggest speaking with the General Manager of your home club.
  
  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.
  
  Moving forward, due to an owing balance of $2,626.36, your Level 2 Personal Training agreement will automatically cancel on December 21st 2023. 16 Unused Sessions currently remain on file; We can confirm PT sessions may be used without a GoodLife membership; however, a drop-in fee is required for each visit. Based on the documentation on file, we are unable to waive the outstanding balance at this time. If you have any specific questions regarding the balance, we invite you to connect with our Member Accounts team at **************.
  
  Thank you,
  Member Support Team
  GoodLife Fitness ***********
  **************

  Customer Answer

  Date: 18/12/2023

   
  Complaint: 21015492
  
  I am rejecting this response because:

   

  i have visited and spoken to ********************************* from your fitness manager at the location. He asked for medical note which I provided I went within the 10 business days to cancel he advised to let me know in advance when I want to stop PT sessions. I dont even have a membership as of last time I visited. My corporate membership was cancelled and credited towards sessions.  in October they told me i need to have had a membership to. Continue pt sessions not just or sessions. I also informed that I am uncomfortable with the trainer who was assigned for me since he is not professional. I have also emailed ****** and have not heard back. I visited ********* in person to advice cancellation. He has not got back to me I have provided the medical document he requested which he said he will forward to have my matter resolved. Please get back to me asap. 
  
  
  Sincerely,
  
  *************************************

  

  Business Response

  Date: 19/12/2023

  Hi Thilini, 

  We reviewed your account and found that our Personal Training Specialist Team was in contact with your yesterday via email. They are assisting in reviewing your contract and concern with you. The email sent was asking for some information. Have you had the opportunity to reply to their email?

  Customer Answer

  Date: 27/12/2023

   
  Complaint: 21015492
  
  I am rejecting this response because:

  I was not contact by personal training team only be a research specialist. I provided documentation. 
  
  Sincerely,
  
  *************************************

  Customer Answer

  Date: 02/01/2024

   
  Complaint: 21015492
  
  I am rejecting this response because:
  
  I was not contact by personal training team only be a research specialist. I provided documentation. 
  
  Sincerely,
  
  *************************************

  

  Business Response

  Date: 03/01/2024

  Hi Thilini,

  Thank you for your response. We can assure you that the individuals who have looked into and reviewed your case, took the appropriate time and care (as we do with all files). It is also not up to the member as to who looks into/ replies back, as the case was appropriately assigned, in your case the individual who oversees personal training queries reviewed your file. We see that the buyout has been waived from the account for the termination of the agreement and no further action is required on your part. If you have additional questions, you are welcome to submit a request to our privacy officer as outlined in the response received last week.

  Customer Answer

  Date: 03/01/2024

   
  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,
  
  *************************************

• Initial Complaint

  Date:23/10/2023

  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 signed up for personal training with Goodlife Fitness Clubs ****************, ******************** , ****** in May for 6 months at $275.72 biweekly and was promised 2 personal training sessions every week with one personal trainer for the tenure of 6 months. I always had issues with timings which I brought to manager's attention who signed me up but no firm solution was ever found. Then they changed my trainer after 2 months as my first trainer left as apposed to their promise of providing me same trainer for 6 months. I cooperated and took the second trainer. The second trainer worked with me for about month and a half then started missing sessions as she was never able to cooperate with my timings(unprofessional reasons on their end) and missed 6 sessions in a row. When I brought this issue to the general manager of the club(*****) he clearly passed on to the manager (*************************) who I originally signed up with. Then I was not offered third trainer to compensate their inability and promise of providing me one personal trainer for 6 months. To which when I completely denied and asked to move out of the contract they started harassing me to pay no matter if I use the sessions or not and there's no way I can move out of the contract despite the fact that my decision to move out stemmed from their inability to provide me one trainer for 6 months and was not my personal choice. Then I reached out to their highest level of escalation at **************** and spoke with some LYSA but no resolution was found other than forcing me to pay despite I would not even use their services. This has been ongoing for a month now and I was threatened that if I don't pay it , it will be sent to collections which will ruin my credit bureau. However my decision to quit has been stemmed from their inability to provide the promised services and not even taking ownership of their mistake rather harassing me to pay off the balance. Please help. I have all proofs if needed. Thank you

  

  Business Response

  Date: 23/10/2023

  Hi Arsh, 

  We are sorry to hear you're thinking of ending your Level 1 Personal Training agreement with us, and we appreciate you sharing information about your Personal Training experience with GoodLife Fitness. We can understand your concerns, and we are so sorry for any inconvenience or frustration this has caused. Your feedback is very valuable to us. By you taking the time to connect with us, we can work to ensure action is taken to improve for all of our members.

  In looking at your account, we can see that you are still within your training commitment period with us until October 29th 2023. 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 training agreement prior to signing to accept. For this reason, our members have a 10-day timeline under the Consumers Protection Act to cancel their subscription with no penalty should they not agree to the terms of their membership agreement with us.
  
  Stated in your membership agreement is, "This Agreement commences on 29/04/2023 and expires on 29/10/2023. [...] 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".We sincerely apologize for any confusion.
  We understand your concerns regarding your initial trainer no longer being available. As noted in the agreement, if for any reason the Personal Trainer designated by GoodLife to supply your Sessions is no longer available to continue with your training, GoodLife will provide another Personal Trainer to resume and complete your remaining sessions. As set out in this agreement, "you will not be *********** cancel this agreement or obtain a refund of any paid sessions in the event that a Personal Trainer designated by GoodLife to supply your Sessions is no longer available to continue with training for any reason".

  As per agreement, "all Unused Sessions will be available for use until expiry, but will not be refunded under any circumstances". We can confirm there is an outstanding owing balance of $576.44 from an unsuccessful pre-authorized payment on October 3rd and October 16th 2023, which will provide a total of 8 sessions. Altogether,there are 14 unused sessions on file that will be available for use until expiry. Please feel welcome to connect with the Fitness ****** *********** or your Personal Trainer, to book in your remaining sessions.
  

  With the information provided, we are unable to waive the outstanding balance on file for your remaining sessions. We understand that this may not be the answer you were hoping for, however, the correct information has been provided based on the documentation on file (i.e. Personal Training agreement). We invite you to login to the Member Portal online (goodlifefitness.com) or visit your local club to request a copy of your signed agreement. Please do not hesitate to reach out if you have any questions or concerns.

  Thank you,

  Remy
  Member Support Department
  GoodLife Fitness Home Office

  Customer Answer

  Date: 23/10/2023

   
  Complaint: 20762018
  
  I am rejecting this response because:

   I was verbally promised one trainer for throughout the 6 months personal training by the manager ,************************* at the club location. Even then I already cooperated and worked with the second trainer within a time span of 4 months until the second one started missing sessions with unprofessional reasons( I have proof of all the chats if needed) If that is the case what your agreement says , your managers who signed me should be more clear with what they say and should not make unnecessary promises when  they cant deliver the promised services. Its not just about personal training now, On top of everything my account was restricted and I wasnt allowed to enter the gym on October 20th even though I paid my gym membership of $26.88 on October 16th.  Why did I have to go through this humiliation despite making my gym membership payment. I completely deny to enter that place where I have been disrespected & humiliated and deny to make any more payments for those sessions out of 14 of which neither have I attended nor am I ever going to attend at a place where I was disrespected. Then goodlife restricted me from posting my ****** review even before I posted. I am in a country where I have right to speak and right to expression. Still why were those restrictions applied?Need an answer. 
  Sincerely,
  
  *********************

  

  Business Response

  Date: 24/10/2023

  Hi Arsh,
  
  Your account has been blocked due to the outstanding personal training payments that have not been collected this month. Based on the file, we see that ***** has been working behind the scenes to resolve this issue for you, as he reached out to see if access could be unblocked as your membership payment was collected. We also want to address that GoodLife cannot block anyone from posting a ****** review, so we're not sure what you were referencing in that regard, as we welcome feedback of all sorts through ****** reviews and have no way of preventing someone from posting a negative review.
  

  As mentioned previously, we are not able to waive this balance as not owed. We understand this is not the answer you had hoped, but all our policies are outlined in the agreement (which is emailed to you). Further, the agreement cites that we do not honour verbal promises/ arrangements.
  

  
  

  Customer Answer

  Date: 29/10/2023

   
  Complaint: 20762018
  
  I am rejecting this response because:

  I have documented evidence indicating that my review was intentionally hidden or deleted. The first screenshot, dated Tuesday, displayed my review labeled as "a week ago," visible solely to me. However, when attempting to locate it via a web browser using the Goodlife Queenston address, it did not appear, as depicted in the second screenshot from Thursday. Despite my efforts to filter the search for the newest or all reviews, it remained untraceable. In the most recent screenshot from this morning, my review is entirely absent. This situation indicates a denial of their actions, with misinformation being provided at various management levels within the organization.
  I possess substantial evidence outlining the unprofessional conduct of the trainers, including instances where sessions were canceled to accommodate their friends' surgeries and their consistent failure to honor scheduled sessions due to oversleeping, among other issues.
  
  Furthermore, I have already remitted payment for 14 sessions, totaling $1013.98. Goodlife Fitness currently owes me these 14 sessions. Moreover, they are seeking an additional payment of $551.44, which equates to an additional 8 sessions. In total, Goodlife owes me a total of 22 sessions. I want to underscore that due to the extensive harassment, humiliation, disrespect, and mental stress I have experienced, I unequivocally refuse to return to this fitness club, let alone use the remaining sessions.
  Given these circumstances, I seek a clear explanation for the ******************************************************** Moreover, it's confounding that they persist in requesting further payments when I have already fulfilled the payment for the sessions, which they owe me. Can you provide clarification regarding the $1013.98 payment made for those 14 sessions that remain unfulfilled which are never ever going to be used as I refuse to go back to this club again due to the humiliation and disrespect.

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

  Customer Answer

  Date: 30/10/2023

   
  Complaint: 20762018
  
  I am rejecting this response because:
  
  I have documented evidence indicating that my review was intentionally hidden or deleted. The first screenshot, dated Tuesday, displayed my review labeled as "a week ago," visible solely to me. However, when attempting to locate it via a web browser using the Goodlife Queenston address, it did not appear, as depicted in the second screenshot from Thursday. Despite my efforts to filter the search for the newest or all reviews, it remained untraceable. In the most recent screenshot from this morning, my review is entirely absent. This situation indicates a denial of their actions, with misinformation being provided at various management levels within the organization.
  I possess substantial evidence outlining the unprofessional conduct of the trainers, including instances where sessions were canceled to accommodate their friends' surgeries and their consistent failure to honor scheduled sessions due to oversleeping, among other issues.
  
  Furthermore, I have already remitted payment for 14 sessions, totaling $1013.98. Goodlife Fitness currently owes me these 14 sessions. Moreover, they are seeking an additional payment of $551.44, which equates to an additional 8 sessions. In total, Goodlife owes me a total of 22 sessions. I want to underscore that due to the extensive harassment, humiliation, disrespect, and mental stress I have experienced, I unequivocally refuse to return to this fitness club, let alone use the remaining sessions.
  Given these circumstances, I seek a clear explanation for the ******************************************************** Moreover, it's confounding that they persist in requesting further payments when I have already fulfilled the payment for the sessions, which they owe me. Can you provide clarification regarding the $1013.98 payment made for those 14 sessions that remain unfulfilled which are never ever going to be used as I refuse to go back to this club again due to the humiliation and disrespect.
  
  
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 31/10/2023

  Hi Arsh,

  We want to provide some clarification to the file. Currently, in your inventory you have paid for 6 sessions (Sept 4, 18 payments), not 14. Eight sessions are in limbo due to the fact that we have not received payment for Oct 2 and 16. These are sessions that will be owed to you, once you make payment. These sessions are not in addition, to the 14, but included once the balance has been paid. These outstanding payments are part of the six month agreement that you began on April 29. 

  At this time, we will confirm once that based on the information provided, these final two payments are not to be waived off, as they are included with your agreement. As cited above, you have six sessions that have been paid for in your inventory, which GoodLife will be happy to service before the expiration date, however it is ultimately your choice if you wish to use them or not (we hope you do as you will be required to make payment).

  With regard to the ****** review, we have also seen this when placing ****** reviews for other establishments (with the review not being visible). Again, we will confirm that no extra action was taken as the team responding to this complaint also respond to the ****** reviews as ****** does not allow this type of filtering when it comes to negative reviews.

   

  Thank you again.

  Customer Answer

  Date: 04/11/2023

   
  Complaint: 20762018
  
  I am rejecting this response because I experienced humiliation and was denied access to the gym even after paying for my membership.
  

  However, I am willing to settle the outstanding payment if I receive an official and written apology from the gym staff who disrespected me and from GoodLife Fitness Club for the harassment and disrespect I've endured throughout this whole process because I was jot just ignored at the club but also with their highest level of customer care. Additionally, I would appreciate it if the gym can accommodate my workout sessions during my preferred time, which is in the early morning between 5:30 am and 6 am as assured by *************************, the manager at ********************************************** when I very first signed up for personal training .I also want all the sessions on alternate days and no missed sessions during that timeframe. This time I want this all in written from the club that I will be provided those 14 sessions after the payment has been made according to what I have mentioned above.
  

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

• Initial Complaint

  Date:25/09/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a one-year Goodlife membership in August 2019 which supposed to last till August 2020. When in February 2022 the pandemic hit, gym closed down, leaving me with half a year of unused gym membership. I reached out to Goodlife to have my membership restored but apparently they had my membership activated with stop-and-go approach sometime in 2021-22 so my "year" has expired. It is interesting how they unilaterally determined the timing of these "activations". Now I am looking to get have my membership reactivated to be able to use the serviced for which I paid in full.

  

  Business Response

  Date: 26/09/2023

  Hi Anatolii.

  When our clubs closed, we had posted notices on our website, social media pages, and had sent emails to members, to advise them of the various freezes taking place. We updated those sites as well closer to the reopening dates in 2020, to advise members to contact us if they did not feel comfortable using the clubs, to ensure their accounts would stay frozen. There is also a record on your account of email freeze confirmations being sent to the email on file, on Oct 14th, 2020 and Nov 20th, 2020, and email reminders that your freezes were coming to an end on Oct 23rd, 2020, and Dec 6th, 2020, with all the details of freeze options provided.

  With no response on your end until recently, we would not be able to reinstate the account, as the membership has now expired. We could certainly review this issue if a few weeks or months had passed, but the fact is that it has been over 2 years now that your membership has expired. There are no options available to reinstate an account if a member disregards the notices we sent, and posted throughout the past few years. 

  Thank you.

  Customer Answer

  Date: 27/09/2023

   
  Complaint: 20651026
  
  I am rejecting this response because:

  Although there were some general emails send in October and December, it was not entirely clear how I can keep my account frozen for longer. I, personally, as well as probably many other *********, where not 100% comfortable coming back to crowded settings GoodLife had in their gyms. At that time my wife was expecting and I had two seniors living with us.

   

  Now, noting several booster shots and most of downtown ******* being back to business, I would like to resume my gym membership.

   

  I was never seeking funds to be returned (I knew business would not make it through the pandemic if everyone were to request money back so I patiently waited) and now I am just looking to reinstate my membership to continue use the facilities. (Basically 6 months membership )

   

  Not to mention that my preferred gym at **************************** closed for good shortly after I bought membership.

   

  I just don't think it is fare to have my funds being completely gone now, especially noting that I was a good citizen during COVID (have not requested refund) as I truly believe GoodLife is a great example of ******** success story.

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

  

  Business Response

  Date: 04/10/2023

  Hi Anatolii,

  The contact emails we previously provided, included definitive end dates within that mentioned to members their accounts would only stay on freeze until those dates outlined. We also provided members methods to contact our support teams through the phone, email, contacting our social media pages, or by calling or visiting your local club. We provided members many virtual support options so that they would not need to visit a club in-person if they did not feel comfortable doing so.

  As there was no questions from your end, we did not have any reason to believe you disagreed with the changes that were made to your account, or had any additional questions.

  At this point in time, there are no alternative options available for your request.

  Thank you.

  Customer Answer

  Date: 05/10/2023

   
  Complaint: 20651026
  
  I am rejecting this response because:
  

  One by one:

  "The contact emails we previously provided, included definitive end dates within that mentioned to members their accounts would only stay on freeze until those dates outlined. " - very interesting to see GoodLife unilaterally setting a freeze and unfreeze dates. Does not seem like a lot cooperation with the clients in setting /choosing those days.

   

  "We provided members many virtual support options so that they would not need to visit a club in-person if they did not feel comfortable doing so" - I am using only room with weights and rarely treadmills. It is hard to use those "virtually ". Like visiting your dentist to get your crown installed..."virtually ". Sounds like a joke to me. GoodLife has been in gym business long enough to understand it.

   

  "we did not have any reason to believe you disagreed" - as mentioned, unilaterally setting freeze and unfreeze dates doesn't not sound fair. Since GoodLife was not able to provide me service as per agreement, I would expect compensation. As mentioned, I am not seeking refund but merely want to extend my membership.

   

  "At this point in time, there are no alternative options available for your request" - I don't think it is professional to unilaterally finish the discussion or imply that the issue has been resolved when it definitely was not.

   

  Let's see that other options and next steps are available via BBB.

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

• Initial Complaint

  Date:11/09/2023

  Type:Sales and Advertising 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 froze my account for 6 months due to employment problems. When it was unfrozen, I called 3 days later to cancel my membership because I was not working and couldn't afford to pay my membership. They said because 3 days had passed since my membership was unfrozen, there was nothing they could do, I would still be charged but could use my pass. I haven't been to the gym, I want my pass canceled and don't want to be forced to pay for something I don't use! I called head office and they said my account would continue to be charged, resulting in more NSF fees from my bank if I did not pay them to cancel my membership. This whole situation felt wrong.

  

  Business Response

  Date: 12/09/2023

  Hi *********

  In reviewing your account, we can confirm that the freeze was no longer on your membership when a cancellation was confirmed on Aug 26th. Per your original membership agreement, we require a minimum of 30 days' notice for cancellations leading to one last deduction as it was in that 30 day window. We can confirm that the most recent transaction will be the final payment owed on the account, with no further payments.

  Thank you.

  Customer Answer

  Date: 12/09/2023

  
  
  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,
  
  
  
  ******** *******