Complaints

This profile includes complaints for Gold's Gym SoCal's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Gold's Gym SoCal

  4100 W Alameda Ave #300 MS374 Burbank, CA 91505-4153

  
• 

  Gold's Gym SoCal

  6000 Sepulveda Blvd #1200 Culver City, CA 90230-6423

  
• 

  Gold's Gym SoCal

  24445 Town Center Dr Valencia, CA 91355-0965

  
• 

  Gold's Gym SoCal

  6233 Laurel Canyon Blvd North Hollywood, CA 91606-3210

  
• 

  Gold's Gym SoCal

  3211A Glendale Galleria Glendale, CA 91210-3201

  

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:06/24/2025

  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.

  The Golds Gym is refuse to cancel and refund money Im asking for services that don't provide, the coach did not show up. and Gold Gyms is chargin late fees. this charges is ****** dlls 6 times for 12 sesion training, for this situation I don"t confortable to continiun goin this place and rigth now, Golds Gym personal is refusing to cancel my membership Gols Gym is charging me ***** dlls a mont the contract is for ***** I already send email to cancel on 06/02/25 06/12/25 06/20/25 and multiples calls and visits on locacion golds gym .this is that explanation and emails already send to:golds gym location *******:**************************************************************************** **************************************** *********************************** **************************************** sistem Golds Gym never let me do login to cancel , all time show error to register I send you explanation on pictures Than you for help me to resove this issue Contract number is # ****-676652 golds gyms problem is ************************************************************************************************************ sistem don't let me go with the correct Golds Gym location to submit

  Business Response

  Date: 06/26/2025

  Hi Arturo, 

  I am so sorry for the experience you had with your training. It is unacceptable and will be addressed with our team accordingly. 

  I see that the membership is already cancelled. I have gone ahead and submitted a refund request for your unused personal training sessions totaling $344.

  While I completely understand why you've chosen to cancel your membership, I would still hate to see you go. If you're willing to stay, I'd love to waive 3 months of your membership dues. If that's something you're open to, please let me know. 

  Again, I'm very sorry about your experience. Thank you for being a member with us. 

  Customer Answer

  Date: 06/26/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23499587, and find that this resolution is satisfactory to me.
  
   3 months with out charge monthly? , how this will work , I  pay again anual fee ? I Already pay it on may 2025 , if I don’t pay it anual fee  I’m ok to come back , please let me know and please send me email to confirm it , just on the case on location Golds Gym ask me  to pay this 3 months.

   
  
  
  
  Sincerely,
  
  
  
  Arturo Aguirre

• Initial Complaint

  Date:06/24/2025

  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 enrolled at golds gym since before the pandemic, I dont think I went to the gym more than 10 times in 5 years, yet every single month I paid for having my membership initially $9.99 then ***** then finally *****. I called to cancel my membership because I decide that after all these years of paying on time I was not going to continue wasting my money if I was not using their premises.I called the gym to cancel and they asked me to send an email which I did. Then I called again bc they kept calling me and the receptionist said that someone would call me back. No one did. I called the other number (billing office) and was never able to get through. When I got this membership, I paid the 1st and last month. I did call and request to cancel. Now this debt collector is trying to send me to collections for 138 Dlls. I am not going to pay for that. I followed the appropriate channels of communication and nobody called/contacted me back. I continued to paid during the pandemic when it was not even opened. I want this to be removed.

  Business Response

  Date: 06/24/2025

  Hi Montserrat,

  I am so sorry for any inconvenience this may have caused. Can you please forward me the email you initially sent to cancel your membership? Once this is received I can review it and better assist you. My direct email is: [email protected]

  Thank you!

   

  Samantha

• Initial Complaint

  Date:06/23/2025

  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 signed up for this gym 2 weeks into my membership I got a trainer. After my 1st session the train quit with me by text for a better job offer from another gym. I brought this up to the manager and was bare of bad news,the manager had no idea he was quiting but still got upset with me. I was uncomfortable and I told him I was planing on canceling and refused and mention canceling bathing gym and trainer. I was still a fresh member haven't even maid my first payment yet. I should have been able to cancel and get a refund but im being forced into a contract. After pleading to cancel. I feel forced. I have ptsd and this had been stressful on my mental when all I wanted was a safe space to work out.

  Business Response

  Date: 06/26/2025

  Hi Salvador, 

  I am so sorry about the experience you had regarding your training. It definitely should not have been difficult to have this addressed and I'm sorry this turned into a hassle. 

  I have submitted a refund request for your training sessions. I do see that 1 session was used, so I have submitted a request for $480.

  I do see that your membership is pending cancellation. I completely understand why you chose to cancel. If there is anything I can do to change your mind and keep you as a member, please let me know. I can transfer you to a different location or even waive 3 months of your membership dues. If either option sounds appealing, please let me know. 

  Again, I am so sorry about this experience. If there is anything else you need, please let me know. 

  Customer Answer

  Date: 06/26/2025

   
  
  Better Business Bureau:
  
  " thank you for finally acknowledging this issue! I really liked the gym but the staff could use some training! would like to finally part ways. I had to result to putting stop payment on my card and I also had to do a "final payment" and used my sistered card as well that has also been charged. We both put stop payments on our accounts and she also had to order a new card. We had to do a dispute with our bank. So jot sure how to proceed with getting my funds back.
  
  I have reviewed the response made by the business in reference to complaint ID 23493017, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Salvador Hernandez

• Initial Complaint

  Date:06/20/2025

  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 bought a membership and signed up for sessions of one on one training. They told me they were refundable if I did not use them.I have emailed 13 times and called 4 times and still no response. I called the corporate office and emailed and no answer. I just want the money refunded that is owed.

  Business Response

  Date: 06/26/2025

  Hi James, 

  I am so sorry you did not receive a response. I will be in contact with the management to see what went wrong, and address this immediately as that is unacceptable, and I am so sorry. 

  I have gone ahead and submitted a refund request for your unused personal training sessions. I do need to advise that the total is not what you've requested in your initial complaint. I have submitted a refund request for $1,318.80. When the Paid In Full Package was purchased, a $100 off coupon was used. In addition, 3 sessions from that package were used. Here is the breakdown for the refund:

  $872/13 sessions=$67.08 per session, 67.08x10 =$670.80

  $162x4 payments (all unused) =$648

  $648+670.80 =$1,318.80

  For your records, your refund request is ticket #510492 

  Again, I am so sorry for the hassle and inconvenience this has caused. Thank you for being a member with Gold's Gym SoCal.

  Customer Answer

  Date: 07/01/2025

   
  
  Complaint: 23480833
  
  
  
  I am rejecting this response because: it has been 7 days and no refund or communication from the GM at my location. This is what he has done every time I have asked for help. Ghosted my request. I appreciate the kind messsge but no action behind the words. I will go to small claims now and ask for more and a refund on my entire member ship especially since breach of contract has happened.  
  
  
  
  Sincerely,
  
  
  
  James Stigliano

• Initial Complaint

  Date:06/17/2025

  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 signed up for a Golds Gym membership in May 2025 and submitted a cancellation request on May 17, 2025, within the 5-business-day cancellation window clearly outlined in their membership agreement and per California Civil Code 1812.85.Their agreement states that cancellations can be submitted by email to **************************************** which I did. Despite this, Golds Gym has continued to delay, deflect, and refuse to confirm my cancellation.Ive been told I must provide a key barcode or contact the franchise directly none of which is stated in the contract. Ive also been told that my email doesnt match their system, even though they have responded to that exact address multiple times. These are clearly stall tactics intended to make cancellation difficult, which is a direct violation of Californias Auto-Renewal Law (SB 313) that requires an easy, accessible cancellation ********* of now, they have not provided written confirmation of my cancellation and are still attempting to bill me. I am requesting that:**** cancellation (submitted May 17) be honored and ************** further billing or collection attempts be ********* account be closed in good standing.I have documentation of my original cancellation email, follow-up messages, and their replies. I am filing this complaint due to Golds Gyms noncompliance with their own agreement and California law.

  Business Response

  Date: 06/19/2025

  Hi Alex, 

  I am so sorry for the delay in communication you have received. I see that your membership was cancelled on 6/13/25 due to a delay in us receiving your email. Your initial email was sent to a different domain, which resulted in it being delivered to corporate as opposed to our internal Member Services department. As a result, it was forwarded to us much later than anticipated. I am so sorry for any inconvenience you experienced, please know it is not our intention to make this process difficult. 

  I do not see any additional charges to the account, and nothing is owed on the membership. If there is anything additional you need, please let us know!

  Customer Answer

  Date: 06/24/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23430154, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Alex Han

• Initial Complaint

  Date:05/19/2025

  Type:Billing 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 October 10, 2024, I signed a membership agreement with Golds Gym in Downtown LA, explicitly labeled as a Month-To-Month membership. Under standard industry practice, I reasonably believed this meant the membership could be terminated simply by discontinuing payments.I used the gym only twice within the first month and never again thereafter. I assumed that when my card was declined due to insufficient funds, my membership would automatically cancel, consistent with typical month-to-month agreements elsewhere. Instead, Golds Gym continued billing, accumulating charges and fees, and now claims I owe over $300.The membership contracts terms are inherently misleading: although labeled Month-To-Month, and Open it imposes harsh early termination fees and collections practices typical of a long-term installment contract. I received no adequate notice or clear communication regarding the ongoing accumulation of charges or the consequences of declined payments.This billing practice is unjust, deceptive, and disproportionate given my extremely limited use (only two visits). I seek full debt forgiveness, cancellation of all charges beyond the initial month, closure of my account, and cessation of all collection attempts.Resolution Sought:Immediate cancellation of my membership.Full forgiveness of charges beyond the first months dues.Written confirmation that my account has been closed with no further financial obligations.

  Business Response

  Date: 05/19/2025

  Hi *****, 

  I am so sorry about any confusion and hassle this has caused you. The membership you purchased was month to month, so no obligation was required to fulfill the agreement. However, the agreement does state that that a 30 days' notice is required to cancel the membership.

  I can waive all of the additional fees that are associated on the account, which would bring your balance to $164.97. Once that is collected, we can waive the additional balance and remove the membership from collections. 

  Thank you!

  Customer Answer

  Date: 05/20/2025

   
  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:05/05/2025

  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 purchased 12 training sessions back in June 2024 when I enrolled. I used 4. Due to my schedule I couldnt continue with the sessions in the following months My trainer left golds gym in September and I have been trying to get a refund for the 8 unused sessions since then.I made Multiple calls to the gym Ive been told several times that the refund will be issued. Im still waiting for a resolution.

  Business Response

  Date: 05/05/2025

  Hi ****,

  I am so sorry about the experience you had. I see you're cancelling your membership as well. If there is anything I can do to change your mind, please let me know. The last thing I want is for you to leave the Gold's Gym Family!

  I have submitted the refund request for your training, totaling $408 now. For your records, your refund request is #******.

  If there is anything else I can do, please let me know. Thank you for being a member with us!

  Customer Answer

  Date: 05/14/2025

   
  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 still have not received the refund, if I dont receive it within 14 days, I will submit a follow up complain. 

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

• Initial Complaint

  Date:04/30/2025

  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 have been attempting to cancel my membership with the gym since 10/2023 when the gym announced it would be moving to the ******** location. Despite repeated phone calls and in person visits to the gym to cancel, I have not been successful. During my most recent visit, I was made to wait two hours but finally spoke to general manager, **** ****** who said he would need to charge me for the year membership and past three months. When I agreed to pay fees to terminate membership, he said he did not have the authority and would need to open a ticket He supposedly sent an email to his boss and said I could pay next day over the phone. It has been 3 days since then and I cannot get calls returned or close my membership.

  Business Response

  Date: 05/05/2025

  Hi *****, 

  I am so sorry for all of the confusion. We can definitely get this all taken care of for you. 

  I just left you a voicemail. Please give me a call at **********************. 

  I will be able to take care of your payment and get your membership cancelled. 

  Thank you!

   

  -********

• Initial Complaint

  Date:04/25/2025

  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.

  Complaint Regarding Misleading Sales at Golds **************** On April 7, 2025, I visited Golds **************** for a $1 trial promotion. A *** named ***** gave me a tour and encouraged me to sign up. I ***eatedly asked about hidden fees or terms, but he avoided answering clearly. I made it known that I was a 24 Hr Fitness member and not looking to switch gymsjust interested in the trial.Eventually, I agreed to the $1 trial and allowed me to test the gym before committing. ***** entered my personal infor and credit card into computer and didn't explain any terms. After signing, he told me that was actually a 10-day trial with a complicated cancellation process involving a code and a third-party call. I immediately said I wanted to cancel, but ***** said he didnt know how. The manager then angrily threw away the code slip and said Id be charged $19.95, non-refundable. To make it right, he said this fee would cover 2 months.On April 17, I returned to cancel. I was then told the $19.95 only covered one month and I had to pay another $19.95. I was never informed of this beforehand. I felt deceived by bait-and-switch tactics and unclear disclosures. The manager claimed the second charge was my agreement, and dismissed my concerns.I also returned on April 18 to speak with the supervisor. Staff claimed she was out. The general manager was the same person who had misled me. He denied responsibility and blamed *****.Later, another Golds Gym manager from a different location reviewed my case and promised a district manager would respond. Ive heard nothing since.I request:A public posting of my complaint.Escalation to district management.A full refund of $39.90.All responses in writing via BBB only.I have already submitted documents, including $1 trial ad, my signed agreement on April 7, the cancellation membership appointment on April 17 in April 7 e mail, charge receipts and the proof of my active 24 hr fitness membership.Yingyu April 24 2025

  Business Response

  Date: 05/05/2025

  Hi Yingyu, 

  I am so sorry about the experience you had at our *********** location. This is something we take very seriously and will be addressing with your team there. 

  I have submitted your refund now. For your record, the confirmation number is 504175. Please allow 7-10 business days before it reflects back into your account. 

  If you need anything else, please let us know!

• Initial Complaint

  Date:04/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 23, 2024 Golds Gym charged my **************** for the initial registration membership fee in the amount of $29.99 and $99.00. Golds Gym also received same payment via another credit card connected to a program. I contacted the Manager ******* to initiate the refund process but it hasnt been done. Its been six months of calls and physical visits to check status but it still hasnt been executed.

  Business Response

  Date: 04/21/2025

  Hi *****, 

  First and foremost, I am so sorry for the delay and any inconvenience this has caused you. I have submitted both of those refunds to our Member Services Department for processing now. Since there are 2 separate charges, you will see 2 separate refunds. For your records, the refund request numbers are ****** and ******1. 

  If there is anything else you need, please let me know! Thank you!