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 has 23 locations, listed below.

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  Gold's Gym SoCal

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

  
• 

  Gold's Gym SoCal

  19835 Nordhoff St Bldg 1A-UNIT Northridge, CA 91324-3331

  
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  Gold's Gym SoCal

  1016 Cole Ave West Hollywood, CA 90038-2602

  
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  Gold's Gym SoCal

  345 Pine Ave Long Beach, CA 90802-2327

  
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  Gold's Gym SoCal

  735 S Figueroa St #100 Los Angeles, CA 90017-2561

  

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:09/10/2024

  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.

  West Covina Location: I have a plan were one payment is due monthly for two gym memberships. Multiple attempts were made by the consumer to change one gym membership onto another. The writer is the primary account holder and is able to request such changes. **** ********* is the general ************** is the operations manager. Said I was now paying for one active and one inactive account. First week of July a fitness consultant mentioned they just needed their General Manager to approve and make this change 1 ticket was put in for this.Following weekend, was told there was no update and to follow up with the operations manager(s): **** and **** then put in their respective tickets.8/22/24: **** then said I wouldn't be able to make this change until he spoke to *** about the request. **** mentioned for the inconvenience he would give three months free. Then, the weekend of 8/24/24 my account was terminated without my knowledge. Northridge: ****** ******** (ph. ***********) who was going to be added in place of the other membership had their own guest pass while everything was sorted out. Writer called this location to keep them in the loop of this request several times. Weekend of 8/24/24 ****** went in and wanted to get his own membership and referenced me as their referral. Then was told my account was closed so no referral could be added.Corporation: Writer had to make multiple attempts to resolve these issues, no call back, no communication was ever made by the company. on 9/3/24 I was informed my account was terminated for 24 hrs. This was the first I heard of this. Then, when asked for the referral bonus a ticket was put in and was told to call back for details. on 9/9/24 the consumer called and was told no I cannot get the referral because the client in question - ****** - was no longer new. However, they were new at the time of registering, only reason I did not get the referral was because my account was, unbeknownst to me, closed.

• Initial Complaint

  Date:09/03/2024

  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.

  Completely disgusted! ****** (GM), got me with the bait and switch. He said that he would set me up with the price of $19.99 and then also refund the $49.99 annual fee that I had just paid on the last contract. Once he initiated the new contract, he did not follow through on any of what he promised. I reached out to him multiple times regarding the refund, NOTHING. He never responded and avoid my messages. Fast forward a month later, the price goes to $29.99. This is a prime example of predatory practices and bait and switch. Terrible business practices and completely dishonest. Eggregious! Cancelling my contract, filing a complaint with BBB and reaching out to regionals. Deplorable!

  Business Response

  Date: 02/12/2025

  I am working to make sure that you complaint was addressed and resolved.  Please email me directly at ******************************************** with any additional information on how this was handled.  Also, which location are you referring to?  Thank you and I look forward to hearing from you.

• Initial Complaint

  Date:08/26/2024

  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.

  Given what I have read on the Internet about this companies business practices, I am preemptively filing a Better Business Bureau complaint because I dont want any problems canceling my membership. On 8/25/2024 I ***************************** signed up online with golds gym and have now decided to cancel that agreement under the terms of the contract and California law, which gives me a five day cancellation window.I have already sent an email with an attached signed PDF to Golds Gym requesting the cancellation to the email address **************************************** requested on the agreement as specified on the contract.People have been reporting that this business says they canceled their gym membership and then continued to get charged. If this happens I will be filing with all the appropriate agencies. Attached please find the proof of cancellation as well as the original contract.

  Business Response

  Date: 02/12/2025

  I was looking over your complaint and am checking in to see how it went on your end. Please send me any additional details via email directly at ********************************************* We would like to confirm that the process was smooth and you were treated fairly.  Thank you!

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22195255
  
  I am rejecting this response because: it has literally been months and they have done nothing to help and now out of the blue they tell me to email them to see if everything went smoothly Well, it didnt go smoothly and I literally had to file a chargeback with my bank which I lost and I filed an appeal and Im not with that bank anymore because they literally never got back to me just like this business didnt if I emailed them the same thing would happened which would be nothing.
  
  Sincerely,
  
  ********* *****

• Initial Complaint

  Date:08/23/2024

  Type:Customer Service 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.

  Gold's Gym terminated my membership without notifying me and has retained my deposit and the membership fees I paid. I am seeking a full refund of all the money I paid to the gym that is 1150 USD, including the deposit and any fees, as I was not provided with the services I paid for, and my membership was terminated without any explanation. Gold's gym never tried to solve this after several attempt talking to them.

  Business Response

  Date: 02/12/2025

  Hi - I am working to make sure that your complaint has been resolved. Please email me directly at ******************************************** with the gym location you are referencing, your member ID # and any additional information so that I may look into this for you.  Thank you and I look forward to working with you to get this taken care of. 

• Initial Complaint

  Date:08/19/2024

  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 experienced discrimination at the reception. I was mocked and denied service, and then they canceled my membership without returning my deposit. They were being racist toward me as an Asian male, assuming that we dont matter and are easy to dismiss.The business never try to solve the problem and have been ignoring me. They charged me $59.99 per month ever since August 2023.

  Customer Answer

  Date: 08/21/2024

  I clarify that I would love to get a refund for both reasons, services regarding to non-*** approved products causing allergic reaction and discrimination. 
  
  Thank you! 
  

  Business Response

  Date: 02/12/2025

  Hi - I am working to make sure that your complaint was addressed - please email me directly at ******************************************** with any additional information on what happened.  I will need the location that you are referring to and your member ID number.  I look forward to working with you to ensure that we can resolve this matter.  Thank you.

• Initial Complaint

  Date:07/26/2024

  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.

  I should have paid the business $0.01 but they charged me $59.99 as of June 19th, 2024 (date). I signed up for the gym's $0.01 "trial period" on May 19th, 2024, and I called to cancel on May 25th, 2024. When I signed up for the trial period the business verbally committed to me in person that I could cancel by this date May 26th, 2024 (1 week from my sign up date). However, they then hid in the contract that it is actually a 5 day cancellation policy. I even asked about this date on the contract and they assured me that they would not lie to me and that the correct date was the one given. The nature of the dispute is that this business is lying to customers about the cancellation date verbally, then having a different date in the contract. The business has not tried to resolve the problem, despite multiple phone calls and a dispute from ****************.

  Business Response

  Date: 02/12/2025

  I 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:07/15/2024

  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.

  Complaint against SoCal Golds Gym, **************** To Whom It May Concern:I am writing to file a formal complaint against SoCal Golds Gym located in the ****************. My experience with this establishment has been extremely disappointing and frustrating.Misleading Information During Signup On May 24, 2024, I joined SoCal Golds Gym along with my partner. I was informed by the manager, Aly, that the add on for my partner was free as part of a promotion. Aly also assured me that I would not be charged for 30 days from the signup date and that the monthly fee would be $29.99 thereafter. During the signup process, *** did not show me any contract and relied on her verbal assurances. Contrary to ***'s assurances, I was charged $29.99 and an additional $14.99 on June 2, 2024. These charges were never disclosed to me at the time of signing up. During the signup process, Aly mentioned her need to meet a monthly quota, which I believe influenced her deceptive practices. She clearly provided false information to secure my membership. Upon discovering the unauthorized charges, I contacted the gym to express my frustration. I was informed that Aly was "confused about another promotion" and was offered a "free month" as compensation, which I declined. Despite acknowledging the error, the gym refused to refund the unauthorized charges. Since the incident, I have been unable to resolve the issue with the gym. There has never been a general manager available to speak with, and I have been told that I need to pay off the membership to cancel it. This is unacceptable as I have only visited the gym once, on the day I signed up.I am requesting the immediate closure of my account and a full refund of the unauthorized charges. Given the deceptive practices and lack of resolution, I do not trust this establishment with my financial information. I urge the Better Business Bureau to take appropriate action to address these deceptive practices.**************

  Business Response

  Date: 02/12/2025

  I am working to make sure your complaint was resolved. Please send me any additional information you have via email to **********************************************************************.  Thank you.

• Initial Complaint

  Date:05/07/2024

  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 was billed $72 for a monthly fee and a new annual fee. I wasn't notified of the charges previous to my credit card being charged. I have tried several times to talk with a manager at the ********* location, but I have not received a return phone call. I also went in person and was told *****, the manager, wasn't there and probably wouldn't return my call anyhow (these are exact words from the front desk employee. During my last attempt to call today, I was told that he is busy and will not take the call unless he feels like it. My issue continues to go unresolved because of a manager who shouldn't have a leadership position and refuses to provide customer service.

  Business Response

  Date: 05/07/2024

  Hi ******, 
  
  Heres another complaint that will need to be transferred to the proper franchise. Thanks

  Business Response

  Date: 05/21/2024

  Hi - My name is *****, Director of Community Outreach. I am working to resolve all unresolved complaints and would like to make sure that your issue was resolved.  Please reach out to me directly at ******************************************** with any additional information including your member ID# and I will work with our parent company to make sure this is handled.  Thank you and I look forward to making sure that you are still a happy member of the Gold's Gym SoCal family. ***** ********************************************

• Initial Complaint

  Date:04/16/2024

  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.

  The gym is good as well as the folks behind the front desk. My issue is I had two friends come in with me and sign up in the location. The "deal" is sign up two others and get 12 months free yourself. So far that is a false. I brought in two friends who signed up and at the location and are still members. Six months later and all of us still members, nothing. I am still charged and no one can give me resolution. The onsite "membership personal" all three I've talked with, nothing resolved. One young girl made it seem like I was inconveniencing her. Very snooty attitude. The so called site mgr ****, he said he'd call me back the next day, 3 weeks later, nothing. A case os false advertising or complete incompetence of staff. I brought people in who signed up in person and Golds has lied about the benefit to me. #Fail Their whole rewards system seems to be a sham. Maybe the owners don't care and only interested in shady marketing too and the benefits to them.

  Business Response

  Date: 05/21/2024

  Hi - My name is *****, Director of Community Outreach. I am working to resolve all unresolved complaints and would like to make sure that your issue was resolved.  Please reach out to me directly at ******************************************** with any additional information including your member ID# and I will work with our parent company to make sure this is handled. I see that you are looking for your free year for referrals - please provide the email you use for your Gold's Gym Rewards account as well if that is not the email you contact me from.  Thank you and I look forward to making sure that you are still a happy member of the Gold's Gym SoCal family. ***** ********************************************

• Initial Complaint

  Date:04/04/2024

  Type:Customer Service 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 the Golds Gym location situated in the **************** at **********************************************************. It is with great disappointment and frustration that I must bring to your attention the lack of service delivery and professionalism exhibited by your staff at this particular establishment.On April 3, 2024, at approximately 8:15 pm, I arrived at the aforementioned Golds Gym location with the intention of checking in for my workout session. To my utter dismay, upon entering the facility, I found no employees present to greet guests or assist with the check-in process. Despite waiting for approximately five minutes, no staff members approached to offer assistance. Instead, I observed several employees engaged in casual conversations with each other, some even occupied with their personal mobile phones, while seated in a designated area.As a paying member of Golds Gym, it is utterly unacceptable to experience such a lack of professionalism and disregard for customer service. I am currently paying $60+ dollars per month for membership, and yet, I find myself unaided and ignored by your staff. This level of negligence not only tarnishes the reputation of Golds Gym but also fails to uphold the standards expected from a reputable fitness establishment.I demand immediate action to rectify this situation. It is imperative that the employees at the **************** location undergo thorough retraining and receive formal warnings regarding their conduct. Additionally, I urge your management team to review surveillance footage to witness firsthand the extent of the employees unprofessional behavior.I trust that you will take the necessary steps to address this matter expediently and ensure that such incidents do not recur in the future. Thank you for your attention to this urgent concern.Sincerely,********************

  Business Response

  Date: 05/21/2024

  Hi - My name is *****, Director of Community Outreach. I am working to resolve all unresolved complaints and would like to make sure that your issue was resolved.  Please reach out to me directly at ******************************************** with any additional information including your member ID# and I will work with our parent company to make sure this is handled.  Thank you and I look forward to making sure that you are still a happy member of the Gold's Gym SoCal family. ***** ********************************************