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

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

  
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  Gold's Gym SoCal

  24445 Town Center Dr Valencia, CA 91355-0965

  
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  Gold's Gym SoCal

  6233 Laurel Canyon Blvd North Hollywood, CA 91606-3210

  
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  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:03/18/2024

  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.

  My experience with Gold's Gym has been deeply disappointing and infuriating, to say the least. Despite investing nearly $700 in personal training sessions, I expected professionalism and accountability, but instead, encountered a nightmare from start to finish.Let's begin with the abysmal communication with my personal trainer. Out of the 13 sessions I paid for, I only managed to complete a dismal 3 sessions. Why? Because my trainer failed to upload any exercise routines to the mobile app, rendering our sessions virtually pointless and leaving me feeling utterly lost and unsupported.But the incompetence doesn't end there. I stopped going to the gym because every time I walked in, ******** awkwardly stared at me, knowing I refused him as my trainer and requested a new one (which was ignored). Feeling harassed, I stopped paying for a membership I wasn't using. Now, I find myself relentlessly pursued by collections for past due payments, despite receiving a mere fraction of the services I paid for. It's beyond comprehension that ****'s Gym would resort to such aggressive tactics without attempting to address my concerns or offer a resolution.To add insult to injury, I was informed that I would forfeit all remaining sessions, a blatant violation of the terms outlined in the contract I signed. This arbitrary decision is not only unjust but also reflects a complete disregard for customer rights and satisfaction.In summary, my experience with Gold's Gym has been a nightmare. If you value your hard-earned money and sanity, I urge you to steer clear of Gold's Gym at all costs. Save yourself the headache and frustration by seeking out a fitness facility that respects its customers and upholds its end of the bargain. Additionally, I am formally requesting a full reimbursement for the personal training sessions that I have clearly not received, and I also request that all past due amounts be waived.

  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:03/12/2024

  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 had a membership account at Gold's ************* CA along with my girlfriend on the same account and plan. Called Sept 2023 to cancel our membership and was directed to call ************* to handle the cancelation. Completed that step and was told its' been cancelled. I've since been getting monthly charges on my credit card still from Gold's Gym. Called both Gold's and *** again to resolve this, but now they're claiming it hasn't been cancelled and will not issue a refund. This is fraud and I have evidence to show that the call was made for 30+ minutes on 9/21/2023, and the security logs will show that neither myself nor my girlfriend have entered the gym since August 2023. I need a refund for the total charges of $270.70 since Sept 2023 and confirmation my account is cancelled completely and effectively 9/21/2023.

  Business Response

  Date: 05/21/2024

  Hi - My name is *****, Director of Community Outreach and I am working on getting your complaint resolved. I would like to escalate your complaint to our parent company. I understand that you were under contract during the time you were looking to cancel and you would have been given information to contact **** our billing partner, to process your cancellation.  Please email me directly at ******************************************** with the names and id numbers of those you are trying to cancel and I will be able to help you. I will need to get a little more info from you but I will do my best to get this resolved to your satisfaction.  For general information, you can manage your membership by visiting myiclubonline.com or by calling ************.  I look forward to hearing from you.  Thank you - *************************, Director of Community Outreach
  

• Initial Complaint

  Date:03/11/2024

  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 enrolled my daughter with Gold ******************** CA and purchased her a personal trainers package. My daughter did not want to continue with the training, especially following ***** and lack of covid healthcare restrictions. I have contacted them several times requesting a refund and they have refused to do so. Since that time, my daughters membership was cancelled has moved away for college. knowing that they still refused to refund me for her paid and unused training sessions. They stated that she could use the local gym of ******, however, the gym is over 5 miles away and my daughter does not drive. They are hold my money hostage and will not refund me my money. I also have paid and unused training sessions and do not feel comfortable utilizing their business which has treated us extremely unprofessionally.

  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:03/11/2024

  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.

  I purchased a Gym membership from Golds GYM in December of 2023 and they misrepresented their membership they sold me because the information that was sold to me was not accurate. They told me I could bring a guest with me but never was I told that my guest had to be 18 years old and nowhere in the contract agreement does it say my guest has to be 18 years old and over. Nowhere on their website does it say my guest has to be 18 years old. I was never allowed into Gold Gym with my guest so I was never allowed to use the gym the way I was promised when I signed up. I tried to get a hold of the manager multiple times in January of 2024. I had the front desk members give the managers my information so they could get a hold of me. Never got a call kept trying to go and every time I would go, I would get turned away and was not allowed in with my guest. I would ask them to give the manager my information again and eventually when they werent calling me, I called them. Some time in February I called and spoke with a gentleman named ****. He told me he would make sure he would give my information to his manager ******. I waited all day Friday and all weekend and I did not get a call from ****** again so I called again March 1st. I spoke to **** again he assured me he had given his manager ****** my information and was not sure why he was not returning my call. He said he was going to leave my information again and I waited the whole weekend and again I didnt get a call. I called again March 4th and spoke to the front office lady name *******, she then forward me to the front office manager named *******. ******* assured me she would have ****** called me. She left a message for him. ****** did not call again. She said she wasnt sure why he wasnt calling me back. I called the next day again I was finally able to talk to ****** and ****** didnt do anything to try to help me resolve this issue he forward the information over to ***************** and **** said he cant help me.

  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:03/08/2024

  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.

  ******************************* called me and told me that he had a deal that was ending the evening of the 3/4/2021. If I could get to the gym by 7pm he could give me the deal. I arrived by 7pm and the deal was 299 if I paid in full that night for 36 months. He said the best part about the deal was I was granfathered into it after the 36 months. From that point on I would ask different sales people/managers about continuing to receive the deal when I renewed and everyone told me that would not be a problem. I called today to renew and was told it could not be honored. Furthermore, I got into a car accident in August of 2023 and I called the gym multiple times letting them that the 3 month personal training sessions I purchased I wasn't going to use 2 months worth (8 sessions due to my doctor stating I need to refrain from exercise because of the accident). I had to talk to several people until someone finally told me that they would cancel the sessions and refund me for the 8 sessions. When I would call to follow up on the refund they would say it was still pending approval from "corporate". Eventually they charged me for the 8 sessions (440) and I never received my refund. There is a lot of turnover at Gold's Gym and you rarely ever talk to the same people. The current manager I spoke to has only been there 2 months I believe. From reading other reviews it seems the sales reps sell you any BS story to get your money. I wouldn't be writing this but it's been 2 incidents of ***** information that have been provided and the reviews show others have been lied to as well.

  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:03/01/2024

  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 sent in a form for a week pass and they never emailed or texted me one, as promised. I went in and waited to speak with a sales person and finally left because it was taking so long. Such a simple thing should not be this complicated.

  Business Response

  Date: 05/21/2024

  The complaint is from a member with a Kentucky address.   Which location is this referring to?  You may have made a complaint on the wrong business. 

  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:02/12/2024

  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.

  ****'s gym did not notify me of the price increase. They violated the contract renewal law.In my golds gym contact it stated, "Gold's Gym reserves the right to adjust the monthly and or yearly dues once the initial term of this Agreement has expired, upon 30 days written notice." Once again, ****'s Gym fail to notify me in email or letter. Even when I visited.I found a law to match gold's gym policy for renewal ************************************************************************************************************** are my proof of purchase 02/01 ABC*GOLDS GYM *********** CA 9.95 ********************************************************************** 04/01 ABC*GOLDS GYM *********** CA ***** ********************************************************************** my gold's gym membership contract on initial date ********************************* cO4 SlYQ-67iksCKi_iAFXH74OZBvPl/view golds gym renewal policy *********************************bse4tWvArB_6JDfXGE5cL4Rnj18biQbB/view Can Gold's Gym provide proof of actually sent 30 day advance notice of increasing the price. Can Gold's Gym provide proof of sending to all Gold's Gym members.My additional concern is the contact given is not provided before purchase. Only after purchase. Contract is in my email. Which makes it deceitful. Right before purchasing a membership, the clickwrap agreement does not provided the 10 page membership contract. It only talks about sales representative can't change the contract.

  Business Response

  Date: 02/19/2024

  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. ***** ********************************************

  Customer Answer

  Date: 02/23/2024

   
  Complaint: 21261938
  
  I am rejecting this response because: They still have not resolved my issue. They have gave me a email to respond to my issue. ********************************************.

  Here is what I sent to the email below

  
  "If the company were to look at my contract. I made a membership for ******, **. Address ****************************************. Perhaps the branch can find my membership ID. My ********** keychain tag says OX22198. I know I'm not the only one with this problem. No being notified of price increase. I've talked to other Gold's Gym members. They too have the same concern as me. I hope we can resolve this matter for all Gold's Gym members."
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:02/07/2024

  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.

  When I signed up at Gold's Gym, I was told that this was for two weeks for $1 and that I would be able to cancel any time within those two weeks, without any further charges. Upon requesting cancellation with ABCfitness, which manages their billing, I am told that there needs to be 30 days notice in order to cancel, which is not possible to give with a two week sign up. I signed up on 1/27/24 and cancelled 2/4/24. According to the manager *********************** who I spoke with on 2/6/24, in signing up, it is not possible to avoid an additional month charge. In signing up, it was never mentioned that there is any type of mandatory final month billing or something similar. Shady billing practices like these have been widely reported for this Gold's Gym. If you check the reviews on ****** maps, you will dozens of similar examples of people being told one thing and the contract, which is so long it is not feasible to read, saying another and employees not canceling memberships appropriately despite requests.

  Business Response

  Date: 02/19/2024

  My name is *************************, Director of Community Outreach for Gold's Gym SoCal. I will work with the corporate office to help you resolve this matter. Typically members who would like to cancel or manage their membership would be given a card (attached to this complaint) with info on how to take care of this online. Managers can not cancel your membership in the club.  Which location were you referring to?  I see you address shows as ********* so I want to make sure I have the correct info so I can proceed accordingly.  

  Please email me directly at ******************************************** with additional information on when and how you cancelled, how much of a refund you are seeking and any additional information you have that will help me get this resolved to your satisfaction. Thank you and I look forward to helping you.

• Initial Complaint

  Date:01/29/2024

  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.

  My recent experience with Golds gym (Hollywood location) has been incredibly frustrating and disappointing. Despite clearly expressing my need for only a few weeks of membership, an employee assured me they had a suitable program. Unfortunately, what transpired was the signing of a month-to-month contract without my knowledge. Despite reiterating my one-month requirement multiple times, I now find myself entangled in a cumbersome cancellation process with exorbitant fees.Having been a loyal customer for many years, this incident is both disheartening and infuriating. It appears the employee *************************, whether for personal gain or other motives, intentionally disregarded my explicit instructions. Regrettably, attempts to resolve this with the management have proven futile, leaving me extremely dissatisfied with the overall service and handling of my situation.

  Business Response

  Date: 02/19/2024

  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:01/29/2024

  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 called in October to cancel my membership. A man on the phone helped me. Confirmed that my membership is canceled. I kept getting charged a monthly membership fee. I visited the site to inquire about the charges and to speak to the manager. Rep told me that there's no way someone told me that because that's not the process for cancellation. I am to call a third party number and cancel. She provided me the information. I don't know how these people are trained by it's unprofessional. She gave me the number to call on a ripped up peace of paper and made me feel like I was a waste of time. I called the number and they couldn't help me dispute this. Only cancel my membership but need to charge me for February.

  Business Response

  Date: 02/19/2024

  My name is *************************, Director of Community Outreach for Gold's Gym SoCal. I will work with the corporate office to help you resolve this matter. Typically members who would like to cancel or manage their membership would be given a card (attached to this complaint) with info on how to take care of this online. Managers can not cancel your membership in the club. Please email me directly at ******************************************** with additional information on when and how you cancelled, how much of a refund you are seeking and any additional information you have that will help me get this resolved to your satisfaction. Thank you and I look forward to helping you.