Complaints

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

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

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• 

  Goodlife Fitness Clubs (H.O.)

  710 Proudfoot Lane. London, ON N6H 5G5

  
• 

  Goodlife Fitness Clubs (H.O.)

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

• 

  Goodlife Fitness Clubs (H.O.)

  2430 Rabbit Hill Road Nw Edmonton, AB T6R 3B5

• 

  Goodlife Fitness Clubs (H.O.)

  2435 Maple Road Nw Edmonton, AB T6T 1H9

• 

  Goodlife Fitness Clubs (H.O.)

  2120 901 64 Ave NE Calgary, AB T2E 7P4

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/09/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled my membership, I told an employee I was sick and getting chemo. This was done over the phone . The employee put my membership on hold instead of cancelling and they continued taking payments out for another two months .I recently noticed the charges and called the regional office manager and (*******) was very disrespectful and said we can cancel it now.

  

  Business Response

  Date: 12/09/2023

  Hi ***,

  We have reviewed your account and are unable to locate any cancellation requests or confirmations prior to the most recent one. In order to backdate a cancellation, we'll need some form of documentation or confirmation from the original associate you spoke with that a cancellation request was previously made. Without that, we would need to follow the current cancellation policies with cancelling the account moving forwards. 

  We look forward to hearing from you once the documentation is provided.

  Thank you.

• Initial Complaint

  Date:25/08/2023

  Type:Product 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.

  My name is **** ******* and I have signed for a gym membership at GoodLife fitness on up to 355 Wellington street in July 2023, but due to medical circumstances (traumas and issues after surgery) I am unable to attend. I thought it would be good for my health although I am limited with motion and movement, so I am requesting all my money back and I am requesting that GoodLife Fitness refund all my money paid and to stop taking money out of my card. I am unable to attend due to medical issues, pain and limit of motion. I am currently attending Physiotherapy for rehabilitation and that too is very difficult for me. I had complications from surgery and moving is making my pain worse when initially I thought it would be beneficial. I have not attended any of the GoodLife locations due to pain. I haven’t used that facility at all nor any other GoodLife facilities. The front desk was very rude to me and did not help me. They said they will continue to charge me and will not provide refund for any payments I have paid. I am unable to practice any sort of physical activity due to medical complications.

  

  Business Response

  Date: 28/08/2023

  Hi ****,

  In reviewing your account, it looks like the membership was cancelled due to no valid banking information being on the account within the first 10 days of registration. As the account has now been cancelled, there is now a 95.23 amount in the membership's cash account available for you to collect. As we don't have your banking information, you would need to visit the club and collect the payment back to a credit or debit card. 

  If you have any further questions regarding this, please contact us at 1-800-387-2524 Mon - Fri from 9am to 5pm or by messaging any of our official social media pages.

  Thank you.

  Customer Answer

  Date: 28/08/2023

   
  
  Complaint: ********
  
  
  
  I am not rejecting this response of collecting the amount of $96 that I paid using the debit card, but I want to know the amount I initially paid, was it in cash or using a debit card, and how much? Other than the $96 that I paid.

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

  

  Business Response

  Date: 28/08/2023

  Hi *****

  The original 95.23 amount was $50 plus tax for the enrolment fee, and 29.99 plus taxes for the biweekly payment that was originally paid by debit at the club.

  Thank you.

  

  Business Response

  Date: 29/08/2023

  Hi there.

  There have been no further withdrawals as the banking information was never completed on your profile. You can review your banking statements if you have any inquiries for past transactions as well.

  Thank you.

  Customer Answer

  Date: 29/08/2023

   
  
  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.
  
  
  
  

  I will be going into the facility to complete the refund. 
  
  
  Sincerely,
  
  
  
  **** ***** *******

• Initial Complaint

  Date:25/08/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I found I used condom in the shower twice. Once in June and once on August 18th. After the first incident I said i wanted a refund if this happened again. They refused. I feel this is grounds for a refund due to the health risks

  

  Business Response

  Date: 28/08/2023

  Hi *******,

  We appreciate you taking the time to write to us regarding your negative experience. We can confirm the same details that the general manager previously spoke with you regarding the safety concerns you brought to their attention. We're always ensuring our clubs are safe and clean for members, so we will be sure to continue monitoring changerooms to ensure this issue does not continue more than it already has. 

  You do have a membership that allows you to access any location you'd like, so if you don't feel like the club is as clean as you'd like, we would recommend visiting a different location that you may find does not have the same issues. Cancellations or refunds are not an option for the membership you originally purchased past the first 10 days of purchase, so we would not be able to move forward with your request.

  Thank you.

  Customer Answer

  Date: 28/08/2023

   
  Complaint: 20520900
  
  I am rejecting this response because: other locations are farther away or lack parking. I would not have joined if I had to go to another gym. It is not convenient
  
  Sincerely,
  
  ******* Grossi 

  

  Business Response

  Date: 29/08/2023

  Hi *******,

  Unfortunately, a member choosing not to use the services their membership provides would not be a reason for a cancellation and reimbursement. As the general manager advised previously, they will work to help ensure the gym is a clean space for all members to use without concern.

  We do not have any further options to provide regarding your request.

  Thank you.

  Customer Answer

  Date: 29/08/2023

   
  Complaint: 2052090
   
  I am rejecting this response because: this is a health and safety concern that has happened twice and according to the general manager it is a problem in all downtown clubs. If people are uncomfortable with this, they should be given refunds and the opportunity to leave without losing their money. Refunds should always be an option when the customer feels unsafe with the services they purchased, Is it possible to take this to a small claims court? TY
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/08/2023

  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.

  Hello,
  My name is **** *** *****y Membership ID ********** * do have a serious issue which caused by one of your employeeWe do have a joint account with my partner ********
  On my 4th we requested for cancellation and one of your employees told us that the account is canceled and no further action is required.
  When I checked my statement yesterday I noticed that since May I got 6 additional charges on my account, I rushed into the GYM yesterday and questioned about the situation. They told me that there was an employee error because we were informed that there was not going to be an additional charge starting from May 4th.
  I gave a phone call to the head office, now they are telling me we needed to cancel both accounts separately. I could do that if your employee did state that when we processed the cancellation, that human error cost me 300 dollars and I do want my money back!
  This is so wrong that you guys are trying to blame us for an employee error! You cannot just misinform a member then blame them for the process! 
  Please make this right and fix my problem!
  Contact information +* *** *** ** ** * do have a video record as well for now I am not uploading it but I am happy to send it to the head office if required

  

  Business Response

  Date: 13/08/2023

  Hi ****,

  All members receive an email confirmation upon a successful cancellation confirmation is done to their account. Within the email your add-on received on May 4th, she was advised that each member is responsible for cancelling their separate memberships.

  " *********
  
  
  This is an automated email to notify you that your Ultimate
  - Bi-weekly - Family has been cancelled, effective 28/05/23
  (dd/mm/yy).
  
  Important information regarding your cancellation is
  detailed below:
  
  
  You may still be charged for any last payment due in your
  final payment cycle.
  
  
  The cancellation of your individual Membership does not
  cancel associated Members that you may pay for or any
  other subscription add-ons you have on your account. A
  separate cancellation request from each Member or
  subscription is required.
  
  
  Associated Members remaining active will continue to be
  billed to you unless requested otherwise during the
  cancellation process. If the associate Members wish to
  cancel at a later date, they may do so here."

  As there was no earlier request made on your own behalf, we would be unable to backdate a cancellation for your membership.

  Thank you. 

• Initial Complaint

  Date:21/07/2023

  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.

  In person at the gym, I requested that my membership be cancelled. The staff member told me I could just put the membership on hold for 6 months. It was not made clear that I had to request the ‘hold’ every month in order for it to continue. I finally connected with the head office online requesting-again-to end my membership. Good Life still removed the monthly payment (for services not provided) because they claim that policy states 30 days notice is required. I am requesting the last month of gym charges that came out on June 26th. This is reasonable as I requested to end the membership months before. Truly, I feel I should be reimbursed from March-June 2023.

  

  Business Response

  Date: 02/08/2023

  Thank you for your feedback, *********

  In reviewing your account, we can confirm that email confirmations were originally sent to your email address on file on Feb 17th, 2023, with a reminder of the freeze coming to an end on March 3rd with a reminder email. We do require that all members with reocurring memberships, provide us a minimum of 30 days' notice for any cancellation requests. At this point, the correct information has been provided regarding the cancellation process for your membership, and there would not be any alternative options we could provide you.

  Thank you.

  Customer Answer

  Date: 10/08/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I requested a termination of my membership in person in February or March. I am only asking for June’s refund. I had spoken to someone by phone at this point (June) and he cancelled the membership but then I was charged again because of their 30 day rule. Due to the fact that I requested to have my membership ended in person months prior, I am not satisfied with this response.
  
  Sincerely,
  
  
  
  ******** *****

  

  Business Response

  Date: 15/08/2023

  Hi *********

  Unfortunately, as the past cancellation request is not on the account to review, the standard cancellation policies would apply to your request. We would not be able to move forward with your request as members are required to provide 30 days' notice minimum.

  Thank you.

• Initial Complaint

  Date:19/06/2023

  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.

  At the time ********** ** **** ****** covid 19 hit I had just emerged from cancer surgery. I was given a prescription to get a specified number of hours of exercise per day in order to facilitate lymphatic drainage. I joined Goodlife Fitness with the intention to carry out doctors orders. Doctors from the Survivorship and Recovery Clinic at Princess Margaret Hospital.
  
  The country was placed on lock down as you know and given the circumstances I could not venture into an environment such as a gym. For persons like myself we have to take great precaution despite being given the go a head by government to congregate. Persons in my situation require a full 5 years of by yearly test and checks before doctors will put us back into the pool with everyone else
  
  I placed my membership on hold indicating to Goodlife personnel that It was mainly for medical reasons . Goodlife continued to withdraw money from my account for 3 months. I called them on it yet they only reimbursed $31+ of the $186+ that they owe me
  
  The main reason for me filing this complaint is that they are refusing to activate my membership as it was when I placed it on hold. Yes, I am aware that they have a policy whereby memberships are placed on whole for a period of 6 months. However, I placed my membership on hold as a result of the country being placed on lock down and for medical reasons. I stated this clearly at the time I placed the membership on hold.
  They have raised fees and are seeking to gouge members
  
  I would like my membership activated at all clubs at the rate of $29.99; that is the agreement I signed to. They are offering to activate my membership to one club. I have two residences
  I live downtown Toronto and Richmond Hill. I signed a membership which is appropirate to my needs
  
  Help me Please
  
  Regards,

  

  Business Response

  Date: 19/06/2023

  Hi *******,

  We have reviewed your past membership details, and we can confirm it was previously cancelled on Aug 8th, from a club associate. As your past account is something we no longer offer, we are not able to reinstate your legacy account. Your only option at this point, is to sign up with any of the current rates we offer that can be viewed on our website here: ***********************************************

  Membership reinstatements are only done if there is an error present that our head office team can see was not meant to be done, but as that isn't the case with this account, the standard policies would apply. 

  Thank you. 

  Customer Answer

  Date: 20/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:I will not accept that resolution. I did not cancel my membership. I placed it on freeze for medical reasons and the fact that I have a disability. 

  
  

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

  Thank you for looking into my case

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

  

  Business Response

  Date: 20/06/2023

  Hi *******,

  With this situation taking place at the club, speaking with the original associate who took your request would be the only way for us to confirm what your original request was. Here at head office, we can only use the notes and changes on a members account to confirm past changes that were made. With a lack of details provided from you, there is insufficient information for us to move forward with reinstating the account.

  Thank you.

• Initial Complaint

  Date:19/06/2023

  Type:Product 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 went to goodlife with my partner a year and a half ago. And she got a membership that had a automatic renewal and she gave them her banking information. I told them very clearly and I had to repeat myself several times. I was only going to sign up for a 1 time 6 month membership and i refused to give them my banking information and i paid with my ****. I never renewed my membership because i didn't want it. They outright refused to cancel and stop charging my girlfriends credit card. And now somehow they are charging Me 79 dollars for a subscription I dont have! I never even gave these crooks my banking info so I dont know how they got it to charge my debit account. This is obviously unacceptable business practices. I'm honestly wondering if this is actual fraud and if I should be calling the police instead. I honestly feel hopeless because I know how horrible they treated my girlfriend before and I'm unemployed and now my bank account is at negative $ 96. ****** *** **** ** **** ** ******* **** **** **** ****** *** *** **** **** *** ***** ***** ***** **** **** *** ***** ** ****** ********** **** *****

  

  Business Response

  Date: 19/06/2023

  Hi ******,

  We have reviewed your membership, and can confirm the details provided by our associates through your email cancellation request are correct. The membership that was registered for, was an automatic renewing service that did not have a cancellation placed for 6 months from purchase. If a cancellation request was made at the club, you would need to speak with the original associate who took your request, as there is currently no documented evidence on your account that shows a cancellation was requested or confirmed earlier than June 19th. 

  At this time, we would not be able to move forward with any further requests, aside from the cancellation that was processed, and the 1-month notice that was waived during your cancellation.

  Thank you.

  Customer Answer

  Date: 19/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:When I signed up I told then multiple times that i would not sign up if it was a renewing plan and your staff swore up and down that I would Not be cared again. You cannot lie to people to get their business. I never gave you my bankinginfo so I have no idea how you went threw with automatically charging my debit account. You have obviously instructed your staff to deceive customers.
  
  
  
  ****** ******

  

  Business Response

  Date: 20/06/2023

  Hi ******,

  All members receive a copy of their agreement upon registering for them to review and contact our teams if they find any issues with the agreement. An email is sent with a link to view their agreement, and can be viewed at anytime on a member's profile on goodlifefitness.com After the 10 day regret period ends, all the terms and policies in the agreement would be agreed to and at this point in time, we would not be able to move forward with your requests. 

  All members are responsible for reviewing the agreement signed for, and as we're past the 10 day regret period, the regular policies would apply.

  Thank you.

  Customer Answer

  Date: 20/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I was very clear and I read the agreement. You were not in the room. I was. I know what Your staff told me. I know what Your staff agreed to and assured me. This is entirely Your responsibility. Do not call me a liar and I will not tolerate you saying I dont know what was said to me. *** **** ********* **** **** ***** ** ***** ********** ** ** **** ********* ****** ** *** *** ***** *** ***** *** ****** *** ***** ********
  
  
  
  Sincerely,
  
  
  
  ****** ******

  

  Business Response

  Date: 26/06/2023

  Hi ******,

  Any missed payments would have a 2nd attempt made to collect the original deduction. If you require assistance regarding your missed payment, we recommend calling our account department at 1-800-678-3595 where they are available from Mon - Fri from 9 am to 5 pm Est. 

  At this point, the previous answer to your original inquiry would apply.

  Thank you. 

  Customer Answer

  Date: 28/06/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I was under the impression this was already resolved. I was told in an email that no further attempts would be made to charge my account for any and all outstanding payments. And I have all the emails. So as long as I'm not charged again I'm fine. I have no money at all to give goodlife. And I never want to do business with them or have any further payments or contact. 
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:27/04/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My sister and I had enrolled with goodlife memberships. We were on a family plan and/or couple plan (sister and I). All payments were coming from my moms bank account until she decided to cancel her membership. She cancelled her membership during COVID (2020). My sister and I had our memberships on a freeze until we decide to keep or cancel our memberships. As of November 2022, my sister unfroze her membership and started to pay again. My sister did not realize she was also paying for my membership when she unfroze her membership. She had provided her banking information on November 2022. She did not consent to paying for my membership. I also did not consent for goodlife to withdrawn money from her bank account for my membership. Since November 2022, goodlife has been withdrawing money fraudulently and illegally from my sister’s bank account. 18.99 bi weekly for 4 months. Approx 172 dollars was fraudulently obtained. We reached out to goodlife and they have denied all allegations made and refused to reimburse my sister. For me this all based upon principle and honesty. Goodlife has had the worse customer service since day 1 in regards to this matter.
  
  I tried uploading documents but it said error every time I tried moving to submit and review. I can provide emails and membership details (screenshots). Via email to your service.

  

  Business Response

  Date: 02/05/2023

  Thank you for your message, ******. 

  We have reviewed the details provided, along with the information left on your account from previous associates and past conversations. At this time, there is a signed payment agreement from Genevieve's account ensuring payments would continue for your membership with Genevieve's payment information on file. If you need to review this information, you will need to contact the privacy officer at [email protected] 

  At this point, there is insufficient information available for a reimbursement, and we would not be able to move forward with your request. We can, however, confirm the membership has been cancelled as of Feb 14th, 2023. 

  Thank you.

  Customer Answer

  Date: 03/05/2023

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

  I never consented to having my membership withdrawn from my sisters bank account. She also never authorized the payments either. My sister unfroze her membership in November 2022 for HER only. I have never had a banking institution or credit card withdrawal for my membership as my mother Janet Selby always paid. Goodlife is unethical and illegally withdrawing the wrong amount of money. I have also made a police report. 
  

  Please speak with Goodlife again. I ask them who consented to funds being withdrawn from my sisters bank account (Genevieve) for my membership (Jacqueline). There is NO document that my sister and I have received proving this. 
  

  18.99 + hst bi weekly since November 2022 has been fraudulently withdrawn.

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

  

  Business Response

  Date: 08/05/2023

  Hi ******,

  When creating a family membership type, all payments for the account are understood and signed for within the agreement to be deducted from the primary account holder. Once a member passes their initial 10 day regret period, all policies within the agreement are to be upheld which is why payments were deducted until your membership was finally cancelled.

  As per the previous message, there is a copy of the change request that can be received by emailing the privacy officer at [email protected]

  With no new information provided, moving forward with your request is not an option.

• Initial Complaint

  Date:20/04/2023

  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.

  Hi,
  The situation that arose is that i found out that goodlife fitness in Kelowna, BC, Canada. They have been charging me for at least 28 months at $22.50 bi-weekly. I 100% cancelled in person, as I still live in the city. I subsequently went to another gym (global gym) for around 2.5 years. I cancelled that membership in person, and have been going to another gym, in town, since October i believe. So if we need to find a paper trail, it is definitely there. This is a standard gym technique used to make extra money. I really don't think it's ok for companies or people to scam people.

  

  Business Response

  Date: 25/04/2023

  Hi Robyn,

  We have reviewed your membership and are unable to locate any cancellation confirmations prior to Apr 17th, 2023. If you can provide us with a copy of your original cancellation confirmation letter or email, we can certainly help review this further. At this time, we're unable to backdate a cancellation without that information.

  Thank you.

  Customer Answer

  Date: 28/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  This is exactly what gyms do!!  They don't cancel, 'forget' to cancel......I 100%, in person, cancelled.  100%!!! They will literally wait and see how long it goes......and then they just say that there is no paperwork.  Such a scam.  I absolutely promise that i did.  I know that I did.  
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:20/04/2023

  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.

  The company began charging me $85 when my original agreement was closer to $40, there was an error with my corporate membership which I understand is not entirely their fault, but the decision to charge me more than double what I had agreed to pay with no notice is absolutely predatory.
  
  When I tried to remedy the situation the customer service person was rude and told me the account cancellation would take a full month, which is to say the company intends to take another $85 from my bank account for a service I am not using. That will be $170 paid to goodlife without my consent. There is no option online to remove your banking information.
  
  The customer service associate I dealt with was completely rude when I tried to get assistance with this issue. The company does not provide customers with any options for a record of their web chat conversations which seems incredibly intentional and suspicious.
  
  On top of that, in order to access your own receipts for the services you have paid for, it is not easily available within your customer account. You must go to a seperate website, input all of your personal information including address, DOB and your membership number. Your membership number is not listed anywhere in the secure membership portal, so you have to go find your original service agreement if you have it… then I guess one day they might provide you with a receipt of the services you have been paying for. This is really a disgusting business practice in my opinion.
  
  The customer service person I spoke to at first refused to connect me with a manager, when I said “are you refusing to connect me with a manager?” they said they had put in the request and a manager would contact me in a week… doubtful.
  
  I have used goodlife in the past and I am so disappointed to be treated this way. I am requesting to be provided with a receipt and to be refunded for the excess charges.

  

  Business Response

  Date: 25/04/2023

  Hi ******,

  As the eligiblity list for associates is provided by your company's benefit coordinator, you will need to inquire with ***** ********* regarding this issue. If she can confirm this was done in error and payments were suppose to continue with a discount, she will work with us in providing a reimbursement or alternative options. She can be reached at *******************

  As for receipt requests, this will need to be done specifically through the receipts.goodlifefitness.com website as another associate may need to review your request if there needs to be a manual intervention. Otherwise, you would receive your receipt request shortly after completing the form. 

  Thank you,