Complaints
This profile includes complaints for Goodlife Fitness Clubs (H.O.)'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 98 total complaints in the last 3 years.
- 43 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:26/10/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I signed up for a membership on line with my credit card. Realized after that was done, Goodlife wanted my banking information and I could not pay ongoing fees on my credit car without excessive fees. I cancelled my account within the cooling off period but cannot get my credit card credited without having to go to one of the Goodlife clubs even though they processed my credit card payment without me going to a club. Seems like they make it difficult to get my owed money back. I spoke to multiple Goodlife representatives about this with no resolution
Business Response
Date: 31/10/2022
Hi ***,
For security purposes, we do not keep credit card information on file after you use it for a one-time purchase. The only options available would be to receive it at a location back to your credit card, receive it back to a bank account on file, but it looks like it's currently missing information to do so, or to mail a cheque for you to receive in 4-7 weeks from when it's mailed.
You can either contact us here to confirm an option that works for you, or you can call our member support number to process an option. They are available Mon - Fri 9 am to 5 pm EST.
Thank you,
Initial Complaint
Date:14/10/2022
Type: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.
1- I have a premium membership with Goodlife.
2- i have paid for 24/7 membership. Even though other 24/7 clubs are providing 24/7 access, this particular club is not doing so .
3- I have asked for , at least , an opening one hour early on Sat/Sun. I have to be at work at 08:30am on Sat/Sun. The excuse i was given, the regional manger has rejected this request several times.
4- I paid for 24/7 , other Goodlife clubs have honored the contract of 24/7 . this club in Aurora is not.
5- If Goodlife is not willing to honor my contract, then I need some money back , and I promise that I will not sign another contract for next year.
6- Every time I called this particular cube to express my opinion, either manager is not in, he is with a a client , he is at lunch . I have left several messages in the past 4 5 months, none were answered.
7- at times, i was hung up while I am speaking with the desk clerk. He, this time, didn't like the conversation and decided to hung up. This is not the first time is happening. This is absolutely un-acceptable behavior.
right now my major concern is this particular club if Goodlife is not honoring the contract while other Goodlife clubs are.
I need an resolution .
please advise, **** FarrBusiness Response
Date: 16/10/2022
Hi ****,
Thank you for your feedback regarding the issues you have encountered. While some locations do provide 24/7 service, not all of our clubs are set up with 24/7 in mind. This may mean a location has limited hours for that specific club, and either has no plans to move to 24/7 service, or is not currently possible to operate with 24/7 service at this time.
We can confirm that your agreement states that hours for the club and availability may change for any circumstances.
Section 9. Reservation of Rights: We reserve the right to refuse or cancel any membership without cause, in which event you will be entitled
to a refund only of unused prepaid installments, if any. We reserve the right at any time to change our hours of operation, and to
change the cost of, add, modify and/or eliminate any program, equipment, activity or class of service that may be included in your
Membership. We will use our reasonable best efforts to maintain the existing services and facilities at the Facility substantially as of
the date of this Agreement. Classes and equipment are available based on sufficient demand. If the Facility is temporarily unavailable
for use, your membership may be extended for an equivalent period.While we do not have any details at the moment for clubs hours changing, we can certainly help pass your feedback along regarding your interactions with the team at the club.
Thank you, ****.
Customer Answer
Date: 23/10/2022
Complaint: ********
I am rejecting this response because: The GoodLife Club located at ***** ******* **** ******* ** *** **** ****** is advertising itself as a 24hrs club.
Please review the attached pic I have provided. The meaning of 24hrs club (or anything) is 24 hours and is not sometime 24 hours.Unless GoodLife have a different definition of 24hrs, this sign is misleading and/or presenting a service that is not providing .
In my view this club is advertising a product, a 24hrs club, and is NOT proving this service.
the club should be close down or all the sign must be taken down and the club should inform their client of this. OR, GoodLife should provide the service that they are advertising.
Sincerely,
**** FarrBusiness Response
Date: 31/10/2022
Hi ****,
The club is currently operating with 24/4 service so the sign is correct that 24 hour service is included during the week for 4 days out of the week. There is nothing on the sign to suggest it is available for a specific timeframe, as 24 hour service is subject to change in the future. While it's currently operating at 24/4 service, we will update members in the future if there are any changes to 24/7 service.
Thank you,
Initial Complaint
Date:03/10/2022
Type: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 for the refund of use all the paid 60 Minutes PERSONAL TRAINING session
In GoodLife Gym.
First, My PERSONAL TRAINING PROGRAMS Agreement which from 16/02/2020 – to 14/02/2021, within that period, The Gym closed opened, closed, opened again and again. Even though the Gym closed I still have been charged, I called again and again, but nobody picked up the phone.
I have a lot of pieces of” 60 Minutes PERSONAL TRAINING session” deposited in my account. In Jan 2022 the Gym reopen again, I wanted to use all the paid” 60 Minutes PERSONAL TRAINING sessions”. I made it crystal clear: I did not want to renew the PERSONAL TRAINING PROGRAMS Agreement. The front desk staff and manager promise Me: I can continue to use the paid session.
They told me do not need to renew, the Agreement is still valid. They will not charge me.
The workout did not go well, and my Personal trainer Adam quit his job. I did not have a Personal trainer,
They assigned me a new Personal trainer. I told them I want to use out all the sessions and move to other provinces. They still charged me, I have more paid” 60 Minutes PERSONAL TRAINING session”. I have to stop payments in the bank. Then they sent me an email telling me “Your GoodLife Fitness Membership has now been canceled.” the email is” an automated notice. ” and can not reply as said “NOTE: Please do not reply to this email. It is automated from an unmonitored email address and will not be received or responded to by GoodLife”
They can not treat members this way.Business Response
Date: 04/10/2022
Hi ******,
Thank you for reaching out with regard to your personal training. Regretfully, we are not able to confirm/ honour verbal promises or discussions that take place between you and the staff (outlined in your agreement). We see that you subscribed for a new personal training package on December 31, 2021. You would have had 10 days from this date to review the new purchase, and to go over the agreement at length. This would have been the time to identify that you did not wish to start a new package.
Due to the payments being revoked at the bank, your membership and training have been cancelled due to the outstanding balance of $3,306.77, which include the payments you have revoked, as well as the buyout for personal training due to the defaulted payments on file. At this point, your file has been escalated to our legal department for resolution. You can call and make payment arrangements with our accounts team by calling 1-800-678-3595 (Monday- Friday 9am-5pm EST).
At this time, we can confirm that your account balance will not increase, however you would not be eligible for the refund you have requested, based on the facts presented by both yourself and what we have on file.
Initial Complaint
Date:27/09/2022
Type: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 with Goodlife Fitness, 104 - 8 Avenue SW, Calgary, AB mid July 2022. The fellow who signed me up was Jonathon. I was unsure which package to take, and he suggested the midlevel package stating I could change it at any time without cost. I have been a paying member for 2.5 months and have both not been able to use some of the advertised options as they were not available and have not had the time to use any of the available options. So I asked on the 25th of September, to downgrade to the first level and I was charged $20.47 on my Mastercard to do so. When I explained this to the personnel, I was told Jonathon was no longer employed and this was the way a membership downgrade was handled - no option. Then I paid a full month (until November 2) on my Mastercard. I was then told the person helping me did not charge me $0.02 enough and I would have to pay it on my Mastercard or they would deduct it from my bank account (both options would cost me). So I paid - I have attached copies of the bills.
So - Goodlife Fitness paid themselves three times with my Mastercard. I was told Jonathan no longer worked there - like that should resolve my issue. I was told to contact head office - who told me that is their policy. I was never told about the $20.47 or $0.02 to change my membership.Business Response
Date: 31/10/2022
Hi Ina,
We apologize for any miscommunication there may have been regarding downgrade fees for memberships. We can confirm there would be a downgrade charge of $25 in order to change your membership to a different plan. As we have no way of knowing what was or wasn't discussed in person, we would not be able to move forward with any reimbursement. We can confirm that change fees were an active policy when your request was made and when your account was created.
Thank you,
Customer Answer
Date: 01/11/2022
Complaint: ********
I am rejecting this response because: Businesses are responsible for what their employees state. I was told there would be no charge and yet I was charged $25.00. Why is Good Life not held to this standard? Is Good Life taking steps to ensure their people are not making this mistake with others? Is Good Life willing to allow their employees say anything but because it is oral, they do not have to stand behind these statements? Why is this not included in the training? Should this policy not be in writing and clearly stated at the time of sign up?
Sincerely,
*** *******Business Response
Date: 02/11/2022
Hi Ina,
We are sorry to hear that you feel this way. Regretfully we do not honour verbal promises/ agreements. This policy is laid out on our memberships. We will confirm once again that this downgrade fee was a requirement well before the membership was established. As we cannot corroborate this claim offered, we are not able to waive/ refund this fee.
Customer Answer
Date: 03/11/2022
Complaint: ********
I am rejecting this response because: I was told I had to download the policy AFTER signing up for the gym. I have no way of downloading and I was told the front desk could not do this for me.However, I recognize your desire to make money overshadows your acceptance of business ethics. Your sign up procedures need to change and your lack of respect for consumers should be examined.
Sincerely,
*** *******Initial Complaint
Date:22/09/2022
Type: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 I am a GoodLife member, and I did call for them to cancel my membership on Feb 2020, and they tell me ok . And after that I check my bank account, it shows continue take my money , then one day they call me , tell me my account was freezing for the Covid 19 and won’t take any money until i want to start . And. I think it is ok, then , last month I find out they continue take my money , never stop . 2years , I never go to gym , and I told them cancel it but they just continue take money , and they told me I never cancel it . Can’t say anything. And customer service was very unfriendly.Business Response
Date: 07/10/2022
Hi *****,
We are sorry to hear about this experience. We have reviewed the account and are not able to see that you have ever connected with our member support team over the last two years regarding your membership. During this time, emails regarding club closures and re-openings would have been sent to the email provided, further indicating the membership was active. Furthermore, you the bi-weekly payments have been processed from your bank regularly as per the agreement. As part of your cardholder agreement with your bank, you are responsible for monitoring your bank account and transactions.
We have taken a look into your account on your behalf and unfortunately, were unable to locate any documentation on your file to confirm that a cancellation request was made.
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, we would suggest speaking with the General Manager of your home club.
At this point in time, as Home Office 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. This means that without any further documentation, we are not able to issue a refund.
Moving forward, we have cancelled your membership. The last payment date is Oct 3 and your club access will end Oct 28.Business Response
Date: 13/10/2022
Hi *****,
We appreciate the follow up, however with the lack of documentation on file, and the continued payments processed, through your bank account, we are unable to issue a refund. It is standard for most companies (GoodLife included) to submit a copy of the confirmation to the client (member in this case), as it is the supporting document for this request. It would be unfair for us to backdate this cancellation without said documentation. Further, it is the account holders responsibility to monitor their bank account and to address payments as they are being processed (not months after the fact).
We understand that this is not the answer you had hoped for, however we are required to remain consistent and fair with all members regarding this policy, and thus will have to confirm that we are not able to refund in this situation.
Customer Answer
Date: 13/10/2022
Complaint: 18060754
I am rejecting this response because:
From these you can see they call me and tell me they will stop my member , and no cost , until I call them and accept continue the member but I didn't call them , and sep 2021 they charge again
Sincerely,
***** **Initial Complaint
Date:22/09/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On Sept 12, 2022 at 5:30 pm, an instructor ********* C, taught a class called Body Combat. She proceeded to pick on me during class trying to correct my form which in no way harm me or others (no one was standing beside me).
She commanded that I hold up my fist towards my face. This served no purpose and why she picking on me, I don't know. I find an issue of prejudice on her part. I complaint to the head office and they decided that they were going to freeze my account for 1 month. Instead of investigating her unprofessional behaviour, the gym has decided to freeze my account based on the witnesses she solicited. This is a case of protecting a unprofessional employee. Their health and safety decided to freeze my membership for 1 month (what was the purpose of that?) If I was a safety issue, why did they not approach me for a membership rebate and ask me to join another club.
I would like a refund of that two months, an apology from the GM for their actions.
I did not get my witnesses for them because as a big company, I thought they would handle it fairly. However, I guess if needed, I can get my witnesses too. It's too bad, that they want me to put these Goodlife customers in an awkward situation by asking them as a witness.
This has been handled very unprofessionally.Business Response
Date: 07/10/2022
Good Day Helen,
We have reviewed the situation and the incident report and feel that the 1 month suspension (not freeze) is necessary considering the account of events presented. We see that your membership has been cancelled and a refund for the remaining time has been issued.
At this time, we are not able to offer anything further and we wish you all the best.
Initial Complaint
Date:08/09/2022
Type: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've canceled my account on goodlife in July 2022, but they keep on charged me twice whcih $41.80 and $50.76,
whan I call bakc to check, they said only can refund me the $50.76 and I have to back in person pick up,
I don't like their service to cusomers and I wnat all my mondy back to my account.
my goodlife account# *******
Name: *****
charge evidence attached.Business Response
Date: 07/10/2022
Hi *****,
We have taken a look into your account on your behalf and unfortunately, we were unable to locate any documentation on your file to confirm that a cancellation request was made in July 2022.
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 Home Office 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.We will confirm a prorated refund has been processed earlier last month, however, without anything further, we are not able to refund additional payments from an earlier time.
Initial Complaint
Date:08/09/2022
Type: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.
As mentioned to good life and as they complied with my request. 6 month COVID freeze as of January 2022. Then after 6 month promise to hold my account until I return bc I had health issues, and long term recovery time. Now that lockdowns are finished, I haven’t heard back from anyone via email.
I have advised now on 72 attempts in total since I became a member. I have paid for membership sign up 3 times in total. Never refunded when I upgraded or when I returned from leaving bc of poor service or poor delivery.
I am on Corporate membership and the account holder or payee isn’t me. They also have been advised not to charge her anymore the main account holder for the discount for family/friends.
I have advised a stop membership and hold since March, again in April, and in May via email. Now I have to contact BBB bc your activity using my good name. Also I will go to consumer affairs after this if you can not communicate professionally.
I would like CC supervisor and CC manager of head offices. Via email communication and via phone. Let’s all try to use common sense here and logically respect the wishes of your consumer. Secondly I don’t pay for what I don’t use. I have not been back in the gym bc of the way I was treated by head office auto correction through your auto billing system. You have not given me a way to stop you from charging the poor owner of my account and she already reported to you to comply with all freeze or hold requests.
In short since July each billing cycle on a hold charges 5$ I was promised not 10$ bc we are corperate. That’s 10$ a month. Maximum fees. 30$ is what it should be or if you failed to honour her company policy then it’s 10$ at 60$ for total hold time. But I asked for the account to be put on stop hold which means you freeze it until I return if I don’t after 6 months you close the account but you have to contact me before doing so.
Please I have many duties and work, plus family to manage. Please respond soon THXBusiness Response
Date: 07/10/2022
Hello ****,
We have reviewed you account with regard to your claims and we were unable to locate the arrangement regarding a freeze extension past July 26, 2022. GoodLife does not offer indefinte freeze options, and the freeze ending on July 26 would have consumed the majority of your six month allowance for 2022. Looking at the billing, we see that you have not only revoked valid membership payments from August, but also the fee to freeze your membership (a requirement based on your membership type). We see that mutiple teams did their best to assist, however due to the combative nature, we were unable to move forward with resolution.
We will confirm the information provided is in fact correct. Despite being a secondary member, you are still responsible for this membership as it is in your name. This means that the balance that is outstanding is your responsibility, not the payer. As discussed previously, this balance is owed and will not be waived off. Due to the age of this balance, your file has been escalated to our legal team and we encourage that you reach out to our accounts team to make payment as soon as possible. We will provide their number again to ensure that you have a direct path to make payment over the phone. They can be reached by calling 1-800-678-3595 (Monday- Friday 9am- 5pm EST).
Thank you,
Customer Answer
Date: 07/10/2022
Complaint: ********
I am rejecting this response because: you have failed to present the signed contract and I have spoken to my legal advisors.you can not push the member responsibility to the secondary party. I have not accepted any terms or conditional agreement.
also I was advised with membership @ sign up that i could freeze or hold @ any point bc of Covid19 and that all clubs would respect ?? this choice. Especially if the gyms are closed via the health regulated guideline.
I now have a recording with manager I spoke to @ good life. Offered to wave the overage charges bc of simple fact after they failed the first time for payment you should have legally contacted your member and not continually pushed a failed attemp @ payment especially since the primary had removed their banking information.
unaware of these two actions you have wrongfully ignored my claim and wrongfully disregarded your professional courtesy to your long standing member.
you set up my account on a special 3 years ago and then lied to me about my account having all the bells and whistles.
additionally this corporate accounts falls under the agreement of the franchise that partners with good life.
lastly you have provided no documents to back up what you have told me to be true. You have failed to removed the 100$ in overage system billing (aka billing rejections) notices and payments are 100% your fault you could have stopped it the first time.
secondly I was promised after my covid freeze no charge in January 2022 that I would receive a call from member services @june 2022 to discuss my next steps.
the manager left the gym I was with at upper ***** and you can’t even admit the truth.
you also failed on 7 attempts to resolve this matter via email ??
I have many responsibilities as a member of my family, kids to care for, mothers to mother for, and yes school both in person and online.
with a job I can’t imagine how you could have any real honourable better business standards.
thus far all I have seen is EGO and Pride
and legally speaking you made so many mistakes and by not admitting them in the first place the issue prior to this event was due to poor management of my account from account receivable.
these Issues should have been resolved before the freeze so don’t tell me how to be honest, professional and how to use courtesy bc you have failed to do so on purpose.
Sincerely,
**** *******Business Response
Date: 07/10/2022
Hi ****,
We ask that you please review your agreement accordingly as there seems to be confusion regarding your responsibility in this matter. Anything verbally promised cannot be honoured if it is not documented, meaning that your signed agreement will supersede any separate agreement. You can submit for a copy by submitting a form, allowing GoodLife to send you a copy of your agreement. This can be submitted by visiting https://www.goodlifefitness.com/privacy-policy.html
An email notice was sent on July 12, 2022 advising the freeze was ending. At this point, you would have been required to follow up as we do not offer indefinite freezes. We do not call members when their freeze is set to end, as we email our members to advise.
We will confirm again that the balance is owed as per head office and this will not be removed from your file under any circumstances.
Customer Answer
Date: 11/10/2022
Complaint: ********
I am rejecting this response because: I was advised by the Department of consumer affairs that once your freeze is done, a hold is automatic as it was requested in the January communication via manager of upper ***** location. I was advised 11$ by weekly, also I was advised that if the banking information required updating I would how ever receive a complimentary call to inform me that so that failed billing wouldn’t occur and you wouldn’t have charge the extra 100$ bc you placed 5 charges via fail method of payment bc you failed to follow the instructions and the promise made to me has still not been honoured.
Sincerely,
**** *******Business Response
Date: 13/10/2022
Hi ****,
We can confirm that emails are the only form of communication sent to members when missing banking information is on a member's account. This information was sent on July 21st, 2022, July 26th, 2022 with overdue balance notifications sent on Aug 2nd, Aug 23rd, with a final collection notice sent on Sept 7th. All communications were sent to the email address on file provided by you. It is then the member's responsibility to review any notifications sent along with contacting our support team if they have any questions.
The overdue balance will continue to stay on the account with no changes at this time.
Thank you,
Customer Answer
Date: 14/10/2022
Complaint: ********
I am rejecting this response because: payments were with Giang Nguyen. Secondly January I advised my conditions. You failed to honour them. Club manager left and no one remained to ensure my requested contact was honoured. One the first payment failed bc banking information was removed someone should have contacted me.You have no legal right to take advantage of any consumer to sell them no professional courtesy, to wait until over 100$ is billed to contact member. You run a business correct? Then do it professionally within the guidelines that were discussed.
i Have made 3 attempts to resolve this, but you must remove the over draft charges to forced on the member it’s not in their contract in writing and due to that fact you have no legal precedent.
the Simple fact that I gave this company several reminders about the freeze hold. Prior to this year. This year I was told no charge until July 4th and yes ?? as egocentric as you can act, you should take responsibility for the failure to comply with my requests.
I owe you nothing and if you don’t comply by removing the 100$ overage charge you manually put on my account. Reduce the billing to the agreed 5$ by weekly I was promised.
wince you closed the account via Sept 4th. You left it open for 2 months or aka 4 billing cycles that’s 4X5$=20$.
If you think ?? I will bend my consumer rights for your Cracker Jack contract your wrong, you broke your contract when you went outside the guidelines themselves via your management and the fact that you should have emailed me the first time payment failed.
if you want 20$ I’ll send it to you but you need to close this matter immediately.
Or one final attempt will be made Monday October 17th. To resolve the account but you have to remove 100$ in additional charges you illegally entered without informing me since January that you had a billing issue. Or that I was being charged when I was told it was a covid freeze hold once a year 6 months no fees.
this is difference then the regular hold which charges automatically when an account comes of a freeze hold.
2 options I was advised to give you by the umbudsman directly. Failure to comply with either option shows an act of admission that you have taken no professional courtesy to resolve this matter without taking advantage of this consumer confidence issue and complaint with BBB.
you also have made no offer so you have forced me to make you an offer. This is the last time I will take time to respond.
after this of your failure to comply continues I will leave proof of how originally your company committed fraud by selling me a fake promise when I bought all access pass by the representative in your company and I will identify to the consumer affairs that you also failed to honour replacing it once renewal was completed.
I have had 3 membership since 2015. I have been good to your company since day one. I have never been so disappointed with the professional courtesy since. You have been advised. I have copy of everything.
By the way if you ever want me back @ the your gym then show professional courtesy and do your job to your consumer and honour one of my options or choices I have provided.
Sincerely,
**** *******Initial Complaint
Date:06/09/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I signed up for a gym membership for ONE specific location (the type of membership did not allow me to use it for other locations). That location shut down/went out of business but they continued to take out monthly payments from my savings account (for over a year!!!). The only email I received from Goodlife that wasn't a promo was in the beginning of 2022 stating that my "monthly freeze" was scheduled to end. However, my membership fees were never frozen (according to my bank records). I went to my bank in June and they told me there was nothing I could do except close my bank account - that was not an option for me as I have many bill payments set up in that account. In July went to the only other Goodlife location in my area to see if they could sort it out. According to them, my membership was transferred to them and they could cancel it (this was in July). There was no communication at any point that my membership moved to another location - a location which I never signed up for, had a contract with, or agreed to be moved to. I cancelled my membership in July but Goodlife continues to withdraw money from my account (most recently on August 29) without consent. I would like a full refund for August and a partial refund for the remaining months I was charged after the gym I had a contract with was shut down.Business Response
Date: 07/10/2022
Good Day ******,
We thank you for your time and apologize for the impact this club closure has had. It is never an easy decision to close a location, however we felt that we could better service the region by focusing on our location on Bunting Rd.
Whave reviewed your account and see that your membership was given province wide access to allow you to try alternate locations before choosing your primary location. After a certain period, the membership is then autotransferred to the closest location, or to the location most actively used. It is the member’s responsibility to manage their memberships when it comes to cancellation requests, as we do not automatically cancel memberships due to club closure. Futhermore, it is part of the cardholder agreement with your financial institution to monitor your bank account and transactions.
Regretfully we are unable to issue a refund for the payments collected, as the service was available for you to use. We understand that this is not the answer you had hoped, but we are required to remain consistent and fair with all our members with respect to this policy.
Business Response
Date: 13/10/2022
Hi ******,
We can confirm as written in your original agreement that your membership will continue until you request a termination directly with one months' advance notice as you'll find in section 4. Term. As this was not provided when the club was closed, the membership was automatically transferred to the new location to continue your membership.
As your cancellation request was not processed until Aug 1st, 2022, we would not be able to move forward with a backdated cancellation for your account, along with any past reimbursements.
We can also confirm your freeze was placed from Dec 26th, 2020 to March 1st, 2021, Apr 3rd, 2021 to July 16th, 2021, and Jan 5th, 2022 to Jan 31st, 2022 where payments were stopped during those periods. Any payments collected outside of those timeframes were due to a freeze not being in place and would not be eligible for a partial reimbursement as there are no records on your profile for a freeze request during the times your account was left active.
Thank you,
Customer Answer
Date: 16/10/2022
Complaint: ********
I am rejecting this response.The agreement I signed was for one specific gym. I paid for access to that gym, and that gym only. Since the gym closed and I was no longer able to access it's equipment and services, the contract is null and void.
IF the signed agreement specified that the membership could be automatically transferred to another location, please provide a copy of the original signed agreement to substantiate it.
Sincerely,
****** ******Business Response
Date: 18/10/2022
Hi ******,
We do have certain policies within the agreement when it comes to services for the club potentially changing. Under Section 11. Reservation of Rights: We reserve the right to refuse or cancel any membership without cause, in which event you will be
entitled to a refund only of unused prepaid installments, if any. We reserve the right at any time to change our hours of operation, and
to change the cost of, add, modify and/or eliminate any program, equipment, activity or class of service. We will use our reasonable
best efforts to maintain the existing services and facilities at the Facility substantially as of the date of this Agreement. Classes and
equipment are available based on sufficient demand. If the Facility is temporarily unavailable for use, your membership may be
extended for an equivalent period.There is also the other section in your agreement that specifies the need of the member to contact us on their own behalf to cancel their memberships as this will not be done automatically due to lack of use. Section 6. Cancellation of this Agreement: In addition to any other cancellation rights set out in this Agreement, this Agreement may be cancelled by giving us notice at the address set out in this Agreement by any means which allows you to prove the date on which you gave notice, one month in advance of the scheduled cancellation. Each Member is responsible for cancellation of his or her own
membership, notwithstanding that the Member may not be the PayorThere are no further options we can advise regarding your request as there are no alternative information we can provide.
Thank you,
Initial Complaint
Date:31/08/2022
Type: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’ve requested a membership cancellation multiple times. I’ve went into the branch personally , I’ve called the multiple numbers they’ve given me that aren’t in service and I’ve emailed the multiple fake emails they’ve given me . I’ve asked my bank to put a Stop Payment on it until next September . At this point I’m not sure what else to do as this membership keeps getting taken out of my account with no foreseeable way to cancel the membership .Business Response
Date: 27/09/2022
Good
Morning *****,
We have
taken a look into your account on your behalf and unfortunately, we were unable
to locate any documentation on your file to confirm that a cancellation request
was made.
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, we would suggest
speaking with the General Manager of your home club.
At this point in time, as Home Office 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, we have cancelled your membership. The last payment date is
Sept 28, 2022 and your club access will end Oct 11, 2022.
We can also
confirm that you currently have a balance of $125.77 outstanding on your
membership, due to a stop payment issued at the bank. Please note that a stop
payment does not initiate the cancellation process, as the bank does not have
the authority to cancel a third party agreement. This balance can be paid in
the club, or by calling our accounts team at 1-800-678-3595 (Monday- Friday
9am- 5pm EST).Customer Answer
Date: 29/09/2022
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,
***** ******
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