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:11/27/2024

  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.

  My complaint is for Azaliah at the *******, ** location. Ive been a member with Golds Gym since 2021, even having referred 4 different people to join. Because of this, I was offered the 3-year no payment promotion: Refer 3 people, get 3 years free. Unbeknownst to me, that 3 years has been up for the past 15 days. I showed up to the ******* location 5 AM this morning (November 13th, 2024) and was told by Azaliah that I would NOT be able to get in because I owed $70 (mind you, my monthly bill was always $19.99 before the promotion). Aside from the fact that this amount was so high, I did not have time to get into the details of the fees and was not going to pay it until I can get those details at a later time - again, its 5 AM. Still, after explaining to her the promotion I was on, not having received ANY sort of notification beforehand, and it being 5 in the morning, she was completely apathetic, impassive, and impolite. My loyalty to the gym was not taken into account - instead, I was treated as if I was someone who would not follow up later and make the proper payment. She also claimed that I did receive notification, yet, she had nothing to prove this. I definitely get the birthday emails - nothing else regarding upcoming payments or the expiring of my promo. No missed calls or voicemails or texts. Aside from the lack of communication on their part, she could not grant me 1 hour to work out, considering the time of day and my loyalty to the gym.With Azaliahs name involved in repeated customer complaints and ****** reviews, I find it alarming that shes the manager and theres no one else to speak to other than her. I think its only fair that my membership be reinstated at no expense to me.

  Business Response

  Date: 11/14/2024

  Hi Hannah,
  Hope youre doing well. Can you help transfer this complaint? Its for a franchise location in *** 
  
  ***** **********
  Director, Member Services

  Business Response

  Date: 03/07/2025

  Hi *******, 

   

  I am so sorry about the experience you had at our ******* location. We do have a strict policy in that we cannot allow members to enter if they have any past due balance. I apologize if you did not receive notification of this previously. I do see our billing company attempted to reach out, but I know these calls can be missed. I'm so sorry all of this happened.

   

  If you would like to maintain your membership with us, please let me know. I am here to help in any way I can. 

   

  Thank you, 

  ********

• Initial Complaint

  Date:11/04/2024

  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 started a membership w Gold Gym and kept it for a year or so. I wasnt using it so I went into location and cancelled. I asked for confirmation paperwork and the *** said there was no paperwork and that I was good to go. I checked my account details a year later and they were still charging me. I went in and told them I cancelled and they agreed I had not come in for a year. They purposefully did not cancel me and charged me on purpose. I suspect they do this to a lot of people. When I asked for a refund they put up a fight and wouldnt do it. They owe me $400

  Business Response

  Date: 11/07/2024

  I am working to escalate your complaint to member services at our corporate headquarters.  In order for me to help you, I need additional information.  Please email me directly at **********************************************************************.  Please include your full name, member ID, and gym location.  Any additional info on names of those you had spoken to or any backup with proof of cancellation would also be helpful.  Typically, you would have been given the direction to manager you membership at out billing partner's website - ***************** where you would be able to cancel per the terms of your membership contract.  Thank you.

  Customer Answer

  Date: 11/07/2024

   
  Complaint: 22503600
  
  I am rejecting this response because:  

  None of this protocol was followed.  I went in to the gym and cancelled my membership at the desk.  I asked for documentation and the guy at the desk (dont remember his name) told me it was a simple cancellation process and that he noted on the account that it was closed. i said, "so thats it" and he said, "Yep, they will stop auto payments as of today". When i was auditing my bank transactions 10 months later,  i realized they had been still charging my account monthly.  i  came back in to the location and was referred to a manager who made it very difficult to set a time to speak and review the issue.  The **** location staff have a shady demeanor and a generally arrogant and defensive disposition.  I came into the gym several times and had to repeat my story to whoever was working the desk.  They would take me into the small office and i would repeatedly give them my info -  the manager (a female at the time) joined the meeting by phone and told me there was nothing she could do about it.  They agreed i had not been to the gym after i cancelled the membership - there were no check-ins for 10 months or so if my memory serves me right..  I was simply asking for a refund for the year and they wouldn't honor it.   The whole interaction seemed very dishonest and scandalous... as if they were used to this happening.  All im asking is that you guys do what is right and refund me for the services i never used.   I have sent an email fo the email address provided in this exchange with the information that was requested. Appreciate your cooperation.

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

  Business Response

  Date: 02/12/2025

  I am working on making sure that your complaint was addressed but need additional information - please email me directly at ******************************************** with the location you are referring to, your member ID # and any names and dates you made contact with the gym about your cancellation.  Thank you!

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22503600
  
  I am rejecting this response because:

   

  I responded to the email address you gave above a few months ago and never rcvd a response.  I dont want to take the time to write another email and send again if it is simply going to be ignored.  Please advise if you are going to take this complaint seriously.

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

• Initial Complaint

  Date:10/24/2024

  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.

  I have made multiple attempts to cancel the membership and resolve this issue directly with Golds gym, but has been met with resistance and a lack of cooperation. Despite I clear requests,GOLDS GYM has continued to charge my account without authorization.??In my view, these charges represent an unfair and deceptive business practice, violating both the California Business and Professions Code Section 17600-17606 (Automatic Renewal Law, ARL) and California Civil Code Section 1770 (Consumer Legal Remedies Act, CLRA). The *** prohibits businesses from charging consumers for automatically renewing services without first obtaining explicit consent, requiring clear and conspicuous disclosure of the renewal terms and consumer acknowledgment of those terms, along with information on how to cancel. Similarly, the **** makes it unlawful for businesses to engage in deceptive practices, such as misrepresenting goods or services or including unconscionable terms in contracts. Continuing to charge me after they have clearly requested cancellation qualifies as such an unfair practice and violates these laws, as well as the membership agreement. I have met all contractual obligations and has provided sufficient notice of their intent to cancel.

  Business Response

  Date: 02/12/2025

  I am working to resolve open complaints and would like to get some additional information from you to escalate this to the parent company.  Please send me the following information via email to **********************************************************************.
  1. Location you are referencing
  2. Member ID #
  3. Names of anyone you spoke to and dates (if you have them) that you were in communication with the gym about your cancellation.
  Thank you.

• Initial Complaint

  Date:10/21/2024

  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.

  Renewed gym membership then it was canceled and no credit was received. Manager explained that they made a mistake with my membership and I was going to be notified before they cancelled and before any credit would be issued due to change in my membership. Membership cancelled without notification and I was provided with a temporary guest pass. Still no refund has been received and no membership was provided. Manager was unprofessional in her explanation and her tone was very aggressive.

  Business Response

  Date: 02/12/2025

  I am working to resolve open complaints and would like to get some additional information from you to escalate this to the parent company.  Please send the following information via email to **********************************************************************.
  1. Location you are referencing
  2. Member ID #
  3. Names of anyone you spoke to and dates (if you have them) that you were in communication with the gym about your cancellation.

  
  Thank you.

• Initial Complaint

  Date:10/16/2024

  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 am writing to file a formal complaint against Gold's Gym for unauthorized recurring payments and poor customer service in addressing the issue.From July to September, I was charged for recurring gym membership payments despite authorizing only a one-time payment from my account. Due to a medical condition, I have been unable to use the gym and have been undergoing treatment. This situation made it impossible for me to work out during this period.I initially spoke with a staff member named ***** at Gold's Gym and was provided with an email address to handle my issue. However, I never received any confirmation or response to my email. Unfortunately, my treatment and medical circumstances delayed my realization that these charges were still being made. When I discovered the ongoing charges in September, I promptly emailed Gold's Gym again to resolve the matter.Despite my efforts, I did not receive any response until I contacted the gym by phone on October 11th. At that time, I was forwarded an email response along with the contact number for their third-party billing service. I reached out to the third party, only to be informed that Gold's Gym is refusing to issue a refund for the unauthorized payments.Given the circumstances, I believe I am entitled to a refund for the recurring payments made from July to September, as I never authorized them and was unable to use the gym due to my medical condition.I kindly ask for your assistance in resolving this issue and holding Gold's Gym accountable for their actions.Thank you for your attention to this matter.

  Business Response

  Date: 11/07/2024

  Hi - I am working to escalate your complaint to the member services **** at our corporate headquarters.  Please send me you member ID and any back up information directly to ******************************************** so that I can pursue this matter and help get it resolved.  Thank you.

• Initial Complaint

  Date:09/24/2024

  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.

  (This is for the location in *************, **********.)On 12/23/2023 I purchased a personal training package of 20 Elite level 50-minute sessions. (I also had 4 50-minute sessions that came with my membership, for a total of 24 sessions.) The stipulation was the training manager would train my wife and me together, and the 4 sessions from the membership package would also be trained at the Elite level.After 1 session, the training manager was out for a medical issue. Many weeks later, we were informed he wasn't coming back. Of the remaining trainers, only a few train at the Elite level, and my wife and I were not very impressed from watching them train others. I asked about a refund, but the general manager (*******) said it wasn't possible. But he said we could try out several trainers and not have our sessions used- he agreed to 3 "trainer assessment" sessions with different trainers. (I have e-mail records from ******* stating which sessions would be counted as trainer assessments.)The first was not an Elite level trainer. The second we liked, but then she quit 1 week later. We ended up training with the 1st for several sessions. Then I asked for the 3rd trainer assessment to try out another trainer. At this point, we have had 14 sessions altogether, only 11 of which should have been deducted from our total of 24. Also, only 2 of the sessions were done by Elite trainers- all the others were done by Specialist (1 level down and cheaper session pricing) trainers.Last week I checked with ******* who said we only had 11 sessions remaining. Doing investigation, we found that the 2nd and 3rd trainer assessment sessions were charged as regular sessions. Despite repeated e-mails, ******* has refused to change those 2 sessions to trainer assessments.For resolution, we simply want what was promised: a total of 13 Elite level sessions remaining. We do not want more trainer assessments, nor do we want Specialist level sessions.

  Business Response

  Date: 02/12/2025

  I am working to resolve your complaint but need some additional information,  Please contact me directly at ******************************************** with your member ID # and any back up you have in your emails with *******. I will escalate to the parent company and see how we can help.  Thank you.

• Initial Complaint

  Date:09/18/2024

  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.

  In mid July I booked 8 private training sessions for July and August. I had my first two sessions with ****** (who did a great job) on 7/9 and 7/11, I left for vacation on 7/19 so had 2 sessions in July. I had sessions on 8/6, 8/8, 8/13, 8/15, 8/20, and 8/22. On 8/22 ****** said I had 2 more months or 16 sessions I had signed up for. I said I would be in ***** in October and did not book any sessions after 8/22. She showed my scheduled classes on her monitor to manager ******* who was sitting next to her. He said I had signed up for 16 more classes. I said I definitely did not. He appeared not to believe me. I asked him several times just to remove the extra 16 from my schedule and from my billing. When I was leaving after my 8/22 session, he stopped me and said he would send a request to their corporate and get back to me. Since 8/22 I have left 3 messages for ******* asking for a call back and explanation of what they did. I texted ****** once and she responded that he was working on it and would get back when he had an answer. My last message was this week. I do not know how many sessions they are billing me for and only want an explanation of how many sessions they billed or are billing me for and when they charged or are going to charge me for. Thanks for your help.

• Initial Complaint

  Date:09/11/2024

  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.

  Im writing to complain about ****** *****, the ** of the *********, ** location. ****** is lazy, rude, unprofessional. On 9/5/24 my wife went in to update her account information and work out. ****** told her that her account was fine using her old insurance, that she had to wait, and tried to send her home to email him a copy of her license for proof of a name change. He continued to make her wait. After 30 mins, she asked how much longer the wait would be. He told her that she could work out in the time being. ****** then left work while she was working out.On 9/10, we went to work out. When I arrived, my wife was waiting for ******. I changed, lifted weights and returned to find her still waiting. I asked to speak to the manager and was pointed to ******.I asked him if he was the manager. He stated yes. I then asked why my wife had been waiting for ***** minutes for him to update her account. He said hed completely forgotten about her. I told him that was ********. He became upset and said he wouldnt accept me cursing and kick me out if continued. I told him it was unacceptable that he was talking and joking while my wife waited especially after hed already given her the runaround a few days prior. ****** smiled, repeated he'd forgotten about her and remained ********* he made no effort to help and had no remorse, I told him I wanted to speak to his boss. He refused and gave me the runaround but eventually said he'd give me the info.I asked him to help my wife. He slowly walked to the front and asked for my number. He told me he was revoking my membership because I cursed at him. I asked how and advised him I hadnt cursed after he stated that he didnt appreciate my use of the word ********. I didnt curse at him or call him any names. He told me that he works 9 hours a day and doesnt need it. He again refused to provide me corporates contact info and said he would send me an email for my membership, which I haven't gotten. See attachment.

  Business Response

  Date: 02/12/2025

  Hi - this appears to be a duplicate complaint. We would like to be sure this was addressed and that your account has been corrected.  Please email me directly at ******************************************** with any additional information.  Thank you.

• Initial Complaint

  Date:09/11/2024

  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 am a celebrity in ******, ** and was invited to tour the gym and try it out. I told ******* and ****** to contact my agent. They and thier friends allegedly did not. They used a device to bring me into the gym to sign up for a $59 month to month plan when they have a $1 down payment plan and first month free. I showed ******* the promo he did not give me and he refused to refund my money back on August 8, 2023. On May 11, 2023, my debit card was charged an additional $149.09 without authorization.Again, I asked for my $208.09 back because of the obvious discrimination in applying the *********** February, 2024, *******, ******* *****, ***** *****, ****** *****, ********* *******, ****** *********, ****** **, ******* *****, ******* ****** and thier associates are now in my home asdaulting my face and body and that of my siblings. They stole an additional $47,000.

  Business Response

  Date: 02/12/2025

  Hi - I was looking over your complaint and need additional information so that I can look into this and resolve the situation. Please email me directly at ******************************************** with the details of your complaint.  Obviously this is concerning and I would like to get the complete story so we can proceed.  Thank. you.

• Initial Complaint

  Date:09/11/2024

  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.

  Im writing to complain about ****** *****, the ** of the *********, ** location. ****** is lazy, rude, unprofessional. On 9/5/24 my wife went in to update her account information and work out. ****** told her that her account was fine using her old insurance, that she had to wait, and tried to send her home to email him a copy of her license for proof of a name change. He continued to make her wait. After 30 mins, she asked how much longer the wait would be. He told her that she could work out in the time being. ****** then left work while she was working out.On 9/10, we went to work out. When I arrived, my wife was waiting for ******. I changed, lifted weights and returned to find her still waiting. I asked to speak to the manager and was pointed to ******.I asked him if he was the manager. He stated yes. I then asked why my wife had been waiting for ***** minutes for him to update her account. He said hed completely forgotten about her. I told him that was ********. He became upset and said he wouldnt accept me cursing and kick me out if continued. I told him it was unacceptable that he was talking and joking while my wife waited especially after hed already given her the runaround a few days prior. ****** smiled, repeated he'd forgotten about her and remained ********* he made no effort to help and had no remorse, I told him I wanted to speak to his boss. He refused and gave me the runaround but eventually said he'd give me the info.I asked him to help my wife. He slowly walked to the front and asked for my number. He told me he was revoking my membership because I cursed at him. I asked how and advised him I hadnt cursed after he stated that he didnt appreciate my use of the word ********. I didnt curse at him or call him any names. He told me that he works 9 hours a day and doesnt need it. He again refused to provide me corporates contact info and said he would send me an email for my membership, which I haven't gotten. See attachment.

  Business Response

  Date: 02/12/2025

  Hi! I am working on making sure that your complaint was addressed and that you are satisfied with the outcome. Please email me directly at ******************************************** with any additional information.  Thank you!