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

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  Goodlife Fitness Clubs (H.O.)

  2430 Rabbit Hill Road Nw Edmonton, AB T6R 3B5

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  Goodlife Fitness Clubs (H.O.)

  2435 Maple Road Nw Edmonton, AB T6T 1H9

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  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:15/08/2022

  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 have not been into a GoodLife fitness club since the beginning of COVID, and had tried numerous times through the pandemic to call and cancel my membership. However, each time I tried to call to cancel, their 1-800 said they were overwhelmed and wouldn't take any calls. Throughout the pandemic, with the clubs opening and closings, I wavered between wanting to cancel or not, each time deciding I would go back, but before I would have the opportunity to start back up, another wave would come and I would go through the situation again and again.
  
  Finally, last week, I decided I would just cancel the membership. I called on Monday, August 8th to cancel and got through. I cancelled the membership, however, the morning after on August 9th, I awoke to find they had taken another payment of $28.25 from my account. I called their 1-800 number, as I felt they shouldn't have taken this last payment after I had already cancelled and was told there was nothing they would do about it. I suggested that I might need to call the BBB and was told I should, and they disconnected the call. I called back and asked to speak with a supervisor or manager and was told my call would not be escalated and once again, I was hung up on.
  
  Originally, I was only looking to have the last $28.25 refunded, however, after the rudeness of their associates and their reluctance to assist me, I want the payments back that I've made since COVID. I feel that, realistically, my membership payments shouldn't have started until I started back at the club. Frankly, I find the whole situaton particularly unethical, especially considering I haven't stepped foot in a GoodLife in over two years.
  
  Please find attatched a copy of the receipt with the dates/amounts taken.
  
  Membership #: 184p81613

  

  Business Response

  Date: 21/09/2022

  Good Day ******,

   

  We are sorry to hear that this experience has left you feeling this way. We have reviewed your account and see that the cancellation request was processed the same day as your August 8, 2022 payment. There would have been no way for GoodLife to stop this payment with such short notice. Generally, there is a 30 day notice period required, meaning that you in theory, should have had another payment collected on August 22, 2022. As a courtesy, this period was waived for you.

   

  We will not be able to refund this amount, nor any amount to you over the past two years, as it was your responsibility to reach out to manage your account. Billing for your membership is not based on when your choice not to access the club. Further, the option to freeze and cancel were available both online and in club during times where our support lines were congested. Our support queues have not hit their capacity in quite some time, meaning that there were many opportunities to take action on your account.

   

  We apologize that this is not the answer you had hoped, but with respect to the policy, we need to remain consistent and fair with all members.

• Initial Complaint

  Date:04/08/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have about one month left in my personal training contract and the trainer that I’ve been training with has been promoted and relocated. While they do offer another trainer, I feel at this point in the contract that there will be no real benefit or substantial progress as I would expect at the last month of my training agreement after working with someone who got to know me and who I got to know as well. I really only agreed to the contract because I was particularly interested in and trusted the trainer that I signed up with. I just want to cancel the contract without any penalty or fees because I think that would be fair at this point. The amount of payments remaining is less than the cancellation fee and I think it would be in good faith to just let me out of the agreement now since they cannot deliver the quality of service that I agreed to.

  

  Business Response

  Date: 05/08/2022

  Good Day ******,

  We appreciate the time you have taken to bring this to our attention. Looking at your file and reviewing your complaint, we will confirm the information you have been provided is correct. The personal training agreement is between yourself and GoodLife, with one of our trainers servicing out the sessions. From time to time, trainers will move on (or in your case promoted). When this happens, a new trainer will be assigned to resume/ complete your package. 

  While we understand that you are nearing the end of the agreement, we would not be able to make an exception in your case, as we need to remain consistent and fair with all members regarding this policy. We completely understand the rapport and routine built with your original trainer, however, you will still receive the same level of service with another trainer to complete this package. The fitness manager of the location will work with you, to ensure that you are paired with the best candidate to fulfil your agreement. 

   

  Thank you again, and have a wonderful day.

• Initial Complaint

  Date:27/07/2022

  Type:Service or Repair 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.

  On June 6 , 2022 I went to cancel my membership and instead of cancelling it the associate, very unprofessional, de froze my account and I got charged $132 for 2 months worth of membership. I am trying to get a refund but they don't want to take ownership of their unprofessionally handling of my situation they are rude, never got back to me the manager, when I called them they hang up on me when I said I wanted to speak to a supervisor. I need my money back. What can I do? thanks!

  Customer Answer

  Date: 28/07/2022

   
  
  Better Business Bureau:
  
  
  
  I want to let you know that complaint #46897834-CF939 has been resolved with a refund. thanks! 
  
  
  
  Sincerely,
  
  
  
  Dorothea Mihaila

• Initial Complaint

  Date:27/07/2022

  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 account has been on hold at the gym and was further put on hold due to COVID-19 with no defined end date. As of September 2021 the gym proceeded to take unauthorized payments out of my account without providing notification or consent. I contacted customer service the other day, they told me members were notified by email however, I do not have an email on file. I asked why they didn't send me this information by mail as they have sent me other information via mail and they had no response. Due to their negligence, I have incurred bank fees in addition to unexpected payments ($270.70).

  

  Business Response

  Date: 02/09/2022

  Good Day ********,

   

  We are sorry to hear how this experience has left you feeling. GoodLife was relentless throughout the pandemic and we did our best to ensure that members received the necessary information regarding their memberships and club statuses.

   

  In reviewing your file, we can confirm that we do not offer indefinite freeze options, and all members are required to manage their membership accounts accordingly, which includes monitoring the bank account payments are processed from. For members who did not wish to resume access, contractual membership freeze options were made available, however, it was not assumed that the membership would need to be placed on freeze due to not checking into the club (this is the same practice as prior to the pandemic). We see that there was no documented communication requesting for an extension on the freeze, outside of club closures, and for that, we are unable to issue a refund as requested. We understand that this is not the answer you had hoped for, however, we do need to remain consistent and fair with all members regarding this policy. Our support team did their best to assist previously in July, but it does appear that the offer provided was declined.

   

  We appreciate your time with us as a member and wish you all the best.

   

  *****