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:04/10/2025

  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.

  The advertisement for using golds gym at a platinum access level says in no unclear terms on their flyer that you get one guest visit per visit. Turns that this is not the case in ********************. This is an important factor in my decision-making for making a subscription with golds gym. I feel like Ive been lied to, this is a classic baiting switch. The advertisement makes you feel like you were gonna get a two for one then once youve signed up only then do they tell you that those locations dont qualify. I also looked at the contract and its in super nebulous confusing terms if its in thereat all that they can limit this.

  Business Response

  Date: 04/16/2025

  Hi *******, 

  I am so sorry for the confusion and hassle this has caused. 

  I have forwarded your concern to our marketing team so they can make any necessary adjustments to the advertised pricing online. 

  If you'd like, I can make an adjustment to your monthly dues moving forward and bring your price to $49.99 per month; I would simply need to rewrite your membership agreement. If this is something you're interested in, please confirm your email address so I can send your updated contract to you for your signature. 

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

• Initial Complaint

  Date:04/09/2025

  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 just opened my bank account and found that this gym company has been charging me twice a month for the membership fee. That means Im paying double the fee for a single membership, even though I only have one account. I dont understand why theyve been charging me double for so many months

  Business Response

  Date: 04/09/2025

  Hi Wing Yu, 

  I am so sorry for the inconvenience this has caused you. I looked up your membership, and I do not see any duplicate charges for your membership. I also searched your card in our membership software, and I don't see any additional charges besides your membership. 

  Please attach a copy of your statement and let me know the last 4 digits of your card so I can locate these charges for you. 

  Thank you!

• Initial Complaint

  Date:04/01/2025

  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.

  Subject: Complaint Regarding Unauthorized Use of Membership Dear BBB,I am writing to address an ongoing issue with my Gold's Gym membership. For over two months, my membership has been used at the *********** location without my permission, while my home membership is at the ************* location. This misuse has caused significant frustration as I am paying for a membership that is being used by someone else.I have contacted several representatives, including ******* and ***** at the *********** location, but the issue remains unresolved. *******, as my primary contact, has shown little urgency in addressing the situation and has failed to return my calls for the past two to three weeks. While ******* suggested adding a dummy phone number to prevent unauthorized access, this solution has proven ineffective.Additionally, I updated my profile picture, but it seems the *** system has loopholes. I am notified via email each time my membership is used at the *********** location, but the problem persists. On March 7th, Jasmine from the ************* location assured me an alert would be placed on my account, but it appears the alert was never implemented, as the unauthorized individual continues to use my membership.This situation has gone on long enough, and I am disappointed that Golds Gym has not taken proper action. I request that immediate steps be taken to stop the unauthorized use of my membership. The unauthorized individual checked into the *********** location on March 28, 2025, at 5:02 AM.I have informed Golds Gym that I am filing a complaint with the BBB today.Please confirm receipt of this email and outline the steps you will take to resolve this issue.Sincerely,***** ******* ************** **********************

  Business Response

  Date: 04/08/2025

  Hi *****, 

  I am so sorry about the experience you had regarding your key tag. Please be assured that this is something we take seriously. I see that the management in *********** found that another member had a very similar key tag number as yours, and we believe that there were times the scanner was reading it as yours. This has happened previously, and I am so sorry this happened to you. 

  I do see that you were issued a new key tag in *************. This should solve this immediately. 

  If there is anything additional, we can do to help, please let us know! Thank you for being a valued member with us!

• Initial Complaint

  Date:04/01/2025

  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 12/05/24 I went to Gold's gym to purchase a membership to start my workout. When I got into the business, they asked me what they can do for me and i told them I would like to start my membership with Golds due I had over 3 years with cero workout.They described me all options they have for new members, they went from lower to higher cost. I just told them I would like to get the package that could allow me to use jacuzzi, pool, any equipment etc... At that time the person who was helping me started mentioning they have some programs to get personal training which will cost me $304 a month and I clearly told the guy NOT AT THIS MOMENT, as you know I have over 3 years doing cero exercise and my body/muscles will hurt in the first days/month once I started and maybe in January or February 2025 I could see the option.While we were talking the guy was typing in his computer (I thought he was just getting the package I requested him) and at the end of the conversation he told me that everything was ready just to sign and he just put in front of me the pad to sign electronically. He never mentioned that I'll be signing for the training program with of $304. I clearly told him NO about that program I thought I was signing for $29.99 a month.Everything was totally different, they charged me $304 for 3 months (Dic, Jan, Feb). I contacted them on 03/07 to ask why the charges and I was told that GM will call me next day but for the following 2 weeks they never called me even when I called them every day until I decide to show up and talk to the *** I was told by ** they didn't even know why I got those charges, but they will reimburse it and of course never did it. Week an half later ** called me to let me know they only could give me gift cards and extra benefits but not reimbursement due it was already over a month. I told him NO, I just want the reimbursement and since that day they refuse to reimburse me the total of $******** for more details please.**********

  Business Response

  Date: 04/08/2025

  Hi ******, 

  Thank you for providing a copy of the agreement. I have taken a look at the membership, and I do see that you signed a membership agreement and a personal training agreement on 12/5/24. Both of these agreements were emailed to you that same day from our membership system. In addition, you signed the receipt for both transactions. Based on the agreements, you had 5 day window to cancel in order to receive a refund. 

  We would not be able to issue a refund after the 5 days. You currently have 12 sessions in your membership that can be used at any time. We can schedule these for you now and help you build a healthy routine! Please let me know if you would like to take care of that.

  Thank you for being a valued member with us. 

• Initial Complaint

  Date:03/14/2025

  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.

  I canceled my gym membership in or around July 2024 with confirmation from a former employee. However, due to an error on their end, my account was not properly closed, resulting in approximately $200 being sent to collections.After canceling, I called the gym to confirm the membership was canceled. A business representative assured me that the membership was successfully canceled and that I owed no charges. Despite this, the business refuses to correct their mistake. This call was months ago.I am requesting an immediate resolution and correction of this error, as I do not owe $200.

  Business Response

  Date: 03/17/2025

  Hi *******, 

  I am so sorry about this mix-up. I just need the receipt from our billing company that your membership was cancelled. Please attach that to your response, and we can get you all taken care of. 

  Thank you!

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 23065147
  
  I am rejecting this response because I was misinformed by the former manager, who told me my membership was canceled when it was not. I never received a cancellation receipt because of this error. I later called the gym, and a representative confirmed that my membership was canceled and that I owed no charges. Despite this, my account was sent to collections for $200.
  
  I request that:
  1) The gym works with the billing company to correct this mistake and remove the charges from collections.
  2) If my membership is still active with the billing company, I am given the opportunity to cancel now without being responsible for past charges resulting from the gyms mistake.
  
  Since this was not my error, I should not be responsible for the charges.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 03/19/2025

  Hi *******, 

  I'm very sorry but without proof of cancellation we cannot waive the balance. I have reduced the balance to $159.96, but that would be the best way that I can assist. 

  Thank you!

  Customer Answer

  Date: 03/21/2025

   
  Complaint: 23065147
  
  Hi,
  
  I appreciate the response, but this balance is not valid. I canceled my membership in good faith and was assured by an employee that it was processed correctly. The burden of proof should not be on me to correct an internal mistake. Additionally, when I called months later to confirm, another representative told me my account was successfully canceled and that I owed nothing.
  I request a full waiver of the balance. If this is not resolved, I will explore further options, including disputing this collection and filing complaints with consumer protection agencies.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 03/25/2025

  Hi *******, 

  We have removed the account from collections with nothing owed. Your confirmation number is #******. If there is anything else we can do for you, please let us know. Thank you!

  Customer Answer

  Date: 03/26/2025

   
  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. Thank you!
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:03/06/2025

  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 have been a member for around 20 years and during that time, I would receive emails from Golds Gym to renew my annual contract for the $99 renewal fee. I have paid this over the years along with the $15 supplemental ********** fee to Golds Gym that even though I would rarely go, once or twice the entire year. From what I recall, my contract renewed in March since the time we experienced COVID which moved/extended the contact by 3 months from my normal year end cycle. I have asked numerous times to be placed on automatic renewal payments but they stated that they could only do this for the $15 fee. I continue to be charged the $15 fee, including this month even though I was told that during your remodeling of my primary location in ********* that I wouldnt be charged. I didnt complain, because as I mentioned, On February 21st, I went to the ********* location to use the gym and to handle my renewal as I normally would and to my surprise they stated it was canceled as of 2024, while I continued to pay the $15 supplemental fees twice this year in 2025. Since I was still being charged and I had not received any email from Golds Gym regarding my renewal, there was no reason for me to suspect my membership was canceled. They told me that they would reach out to corporate and stated they would not process my renewal. I never received an email from Golds Gym letting me know about renewal or cancelation as required. Given I have and continue to pay the supplemental fee every month, that indicates my membership is still valid and it appears the reason Im being told that Golds Gym cancelled my contract is due to the amount that I pay compared to other members. Given my primary location has no interest in retaining my relationship in which I spend considerably more money then I get back in services, Im reaching out to you directly to remedy this issue.

  Business Response

  Date: 03/07/2025

  Hi Francois, 

  I just reviewed your membership, and it looks like the gym was able to get you renewed today! If there is anything else you need, please let us know! 

  Thank you for being a valued member with us!

  Customer Answer

  Date: 03/10/2025

   
  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:02/04/2025

  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 tried to cancel my friends membership that is linked to my account and that I pay for. First call, the gym said they cant cancel, need to call this other business. I called the number and they are only open 9-5 weekdays. Called again another day, on hold for 17 minutes and the call was ended. Not able to cancel or talk to anyone. I called back golds and they said I can only cancel on a website now. Employee gave me the wrong web address and it asked for credit card info, employee said go ahead and enter it to cancel. I did, and turns out I gave my credit card info to some other company. Employee hung up on me. I called again, trying to speak to a manager, they were busy and never called me back. I called golds again and was given the correct web address to make an account so I can cancel. I did that, and was still unable to cancel because the account was on a freeze. Now I was told I have to email the retention team to cancel. Which I did. After all that I ended up cancelling my membership as well. That is unfair and probably illegal business practice to keep getting monthly payments from customers who give up on trying to cancel. Oh and I was also told if I did a stop payment from my bank that Golds would send me to collections.

  Business Response

  Date: 02/11/2025

  Hi!  I am working on resolving your complaint but need some additional information so I can get this to the corporate office for review.  Please email me directly with the following info and I will get back to you.  email : **********************************************************************

  1. Which location are you referring to?

  2. What is your member ID #?

  3. Do you have names and aproximate dates that you spoke to a manager about your issue?

  Thank you and I look forward to working with you.  - *****, Director of Events and Community Outreach

• Initial Complaint

  Date:01/09/2025

  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.

  Due to the gym having a insufficient number of toilets for the amount of gym members and staff, it resulted in this 55 - year old man defecating on myself inside the shower on 12/26/2024 and then being subjected to humiliation by other gym members and staff. Further,staff took my membership fees of ***** a month prematurely on same date of incident instead of on the 1st of each month because I joined Gold's Gym on 11/1/2023.Staff refused to return my funds to my account or let me cancel my membership because they have a rule saying I have to give the gym a 30 - day notice prior to cancelling my membership. As a result,I filed a claim with my bank in order to get my funds returned to my account and I will be filing a civil suit for the civil rights violations I incurred due to Gold's Gym not being in compliance with OSHA'S minimum amount of toilets for number of gym members pursuant to Cal. **** of Regulations Title 8 3364 Sanitation Facilities and OSHA'S **** For Sanitation ********.

  Business Response

  Date: 01/09/2025

  Hi Hannah, 
  
  Happy New Year. I hope you had a great holiday break.
  

  Can you help me transfer this complaint to the rightful franchise in ********** please? Hes not our member. 
  
  ***** **********
  Director, Member Services

  Business Response

  Date: 02/11/2025

  I am sorry to learn that you had an unpleasant experience at Gold's Gym.  I am working to resolve your complaint and make sure we do not have this issue in the future.  However, I need some additional information to do so.  Please email me directly with the following information and I will get this to the right persons in upper management - *****. **********************************************************************

  1. Which location are you referring to?

  2. What is your member ID number?

  3. Do you have names of anyone you spoke to regarding this incident?

  4. Approximately what date this this occur?

  Thank you and I look forward to working with you.

• Initial Complaint

  Date:01/06/2025

  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 joined Gold gym on March 20th 2024. I found out I was no longer going to be staying in ********** and therefore I had to cancel my membership. I went to golds gym and I told the Front Desk girl that I needed to cancel my membership and asked if I could speak to a manager. She told me that I did not need to speak to a manager and that she was going to help me cancel it. She also advised me that because I was canceling so late in the month that I would still get charges for that month. I told her it was OK. She gave me a piece of paper with a confirmation number on it. I asked her if there was anything else that I needed to do, and she told me no. I asked her again are you sure I dont need to do anything else and that my account is now canceled? She replied yes. I canceled at the end of October. I cannot tell you exactly what day it was, but I do know that it was the middle of October. I Have since Been charged every month there after with the credit card that I had on file with them. I called them and I asked to speak to a manager And every time I asked for a manager, they would tell me that there wasnt one available and they told me I had to go online and cancel. I was never told this information and I asked the girl that I originally spoke to multiple times if there was anything that I needed to do. They basically told me there was nothing that they could do for me and that in other words, its too bad that I got charged all those months and that I had to deal with it. I shouldnt have to pay for all those months when I physically walked into the location that I signed up at trying to cancel my membership like you do at every other gym Ive ever had a membership at. They purposely make it very difficult for members to cancel so that they can continue charging. Interestingly enough, a few weeks after I had already cancelled, I got a welcome to golds gym email as if I was newly signing up to golds again. This whole thing makes no sense and is very sketch.

  Business Response

  Date: 02/11/2025

  I'm sorry that you had a hard time cancelling your membership - the process is simple when using the online system which is what you should have been advised to do. Please reach out to me directly via email at ******************************************** with additional information and I will see how I can help resolve this issue.  Include the following information with your email:

  1. Location you are referring to

  2. Your member ID number

  3. Any names and approximate dates that you would have been in the club to discuss cancelling your membership.

  Thank you and I look forward to helping you resolve this matter.

• Initial Complaint

  Date:12/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The sauna inside golds gym is falling apart and has sharp wood and nails exposed to anyone that uses it. The business has been notified multiple times about the problem , to which they ignore. I was using the sauna and sat on a sharp nail that ended up ripping my sweatpants and scraping me. I notified the front desk and left notes asking for management to contact me, which was ignored. I proceeded to wait multiple days and filed another complaint, to which I was still ignored. It was not until I brought up legal action and left a third complaint , then I was finally contacted by a manager. The manager had an attitude with me and offered me 1 month of gym membership to compensate. I pay 10$ a month for the gym currently, and the sweatpants I ripped due to their neglect are worth 5 times that amount. I let him know that the amount did not equate to the damage done to my property and he went on to offer me 3 months, which still does not equally compensate me for the damages. He pretty much told me that was the best he would be able to offer me. I feel that the situation is personal and that he is acting this way because I have had problems with management in the past. I just want to be fairly compensated. There are other hygienic problems inside the sauna as well. There are pools of sweat that sit and pile up for multiple days because the drain does not work correctly. I have multiple witnesses that saw the incident occur, and I have also taken pictures of the nail that is bulging out of the bench inside. They continue to let people use the sauna without any kind of warning.

  Business Response

  Date: 02/27/2025

   Hello,

  We sincerely apologize for what happened and want to assure you that the issue has been resolved. We will also ensure that everything remains up to standard moving forward and make the sauna is in great condition.

  Additionally, we want to remind all members that street clothes should never be worn in the sauna or steam room. These guidelines are clearly posted outside the doors of these areas for reference.

  As a gesture of goodwill, we are waiving three months of your membership dues, totaling $48.90. Please let us know if theres anything else we can assist you with.

  Thank you for being a valued member.

  Thank you, 

  ********