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

  
• 

  Gold's Gym SoCal

  1016 Cole Ave West Hollywood, CA 90038-2602

  
• 

  Gold's Gym SoCal

  345 Pine Ave Long Beach, CA 90802-2327

  
• 

  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:01/26/2024

  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.

  Joined with 3 memberships. Was promised at time of signup to get one of them for free since it was promotion that was going on. Was told it would into effect at 3 month ***** It has now been almost 1 year and I have only received one month free for 1 membership. I keep getting told that they made a mistake on paperwork and will correct it but each month the entire amount for all 3 memberships keep getting charged. I have asked multiple times for this to be fixed and nothing happens. Have also asked for memberships to be canceled and they dont. Staff is extremely unprofessional. No regard to fix any issues.

  Business Response

  Date: 02/19/2024

  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 offered a promotion which should have included a third membership for free,  however, I do not have any knowledge of such a promotion.  Or are you perhaps referencing our Rewards Program where you receive one year free for referring three new members under your account?  Please email me directly at ******************************************** with the names and id numbers of those memberships you are referring too.  If you have any back up info on the promotion you were offered and the names of any team members that helped you, please provide those as well.  If you were trying to cancel a membership under contract you would have been given information to contact **** our billing partner, by visiting myiclubonline.com or by calling ************, to process your cancellation.
  

  I will be able to help you but need to get a little more info from you. I will do my best to get this resolved to your satisfaction.

  I look forward to hearing from you.Thank you - *************************, Director of Community Outreach
  

• Initial Complaint

  Date:01/17/2024

  Type:Sales and Advertising 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 gold's gym VIP all location exclusive membership for ***** + ***** annual rate online. Once I purchased it, they claimed that I had chosen *********** as my home location and that the all location exclusive pass was now $45 per month on top of the annual fee.i feel the membership details were misleading and fraudulent. On another visit i feel that the eleptical machines that I usually use were tampered with. As a loyal gold gym club member I have been able to use these machines without any problem throughout the past 4 years. On this certain day I went to the gym in *********** and was unable to use the eleptical machine as regular. The machines were extra strenuous and this had nothing to do with the settings. I left very disappointed and discouraged. Around this same time I applied for a 3 day pass to a LA fitness on Wilshire and I feel that the machines may have been tampered with in an attempt to make me change my membership and go to LA fitness.

  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:01/12/2024

  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 went in, called, and emailed the company to cancel my membership right after signing up. I have had no luck. They lied to me stating there was no contract or fees. I was also lied to about the amount. I was tood they no longer process cancelations at the gym. I was also told I was stuck in a contract and would have to pay a fee. The whole point of me cancelling immediately after was the fact that I was not given any paperwork and saw the contract in my email a couple days later. I demand my membership be cancelled and the money paid refunded.

  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.

• Initial Complaint

  Date:01/05/2024

  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 made the mistake of going to "visit" a SoCal gym in DTLA. The visit turned out in a super aggressive and forceful sign up where they ended up telling me that I would get a month free and then I would cancel at no cost, no strings attached, please sign here, here, here, here and here and thank you! Next thing I know, I never, I repeat, NEVER EVER step foot in that gym, NOT EVEN ONCE because I didn't even have medical clearance to do so but surprise, surprise, it was all lies about the free month. I realized not only they charged me right away, when I called, they REFUSE TO CANCEL THE SUBSCRIPTION! WHAT A SCAM! I had to escalate with a manager. I was promised a full refund and cancellation right away. Surprise surprise, MORE LIES. THEY KEPT CHARGING ME. The manager who promised the full refund and the cancellation moved to a different branch. New manager, MAKES THE VERY SAME PROMISE, full refund and cancellation. I WAS TOLD ONLY LIES. THEY KEPT CHARGING ME AND THEY NEVER REFUNDED ME. I WAS ABLE TO ********** CANCEL ONLY AFTER 3 MONTHS OF CHARGES AND I REPEAT - I HAVE NEVER EVER STEPPED INTO THE *** AND THEY KNOW, THEY CAN SEE THAT BUT THEY DONT CARE! THE ONLY OPTION LEFT IS TO *** THE PEOPLE WHO PUT ME THROUGH THIS BUT OF COURSE NO ONE WILL TELL ME THEIR FIRST AND LAST NAMES SO I WILL HAVE TO *** THE CORPORATION AND THE SUBPOENAS ALL THE INDIVIDUALS WHO PUT ME THROUGH TH IS ORDEAL.

  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.

• Initial Complaint

  Date:01/03/2024

  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.

  On 11/29, I called the Arcadia branch to renew my membership. The representative notified me that the previous deal I had was no longer available. I emphasized guest benefit was crucial for me. She offered a current promotion: 14 months for $439 with guest access. I sought clarification on how guest access worked, as my prior membership was for couples and not a general "bring any guest" deal. The representative assured me that guest access merely required a quick waiver for entry. Satisfied, I was transferred to their branch manager, who reiterated my choice. Neither representatives mentioned at any point that guest access would be limited to WEEKEND ONLY.The lack of transparency was apparent on 12/7 when I brought my guest to the gym, only to be informed that weekday access was not permitted. This restriction was never disclosed during the signup process. Furthermore, the guest policy section in the contract I signed (attached) did not specify such limitations. It is dishonest to reveal this after the fact just to boost a sale, as it should have been communicated during initiation had the representatives exercised due diligence.Promptly that day, I met with the local branch manager, who escalated the issue to Corporate in order to honor full guest access. He advised me to follow up with him on 12/12 for an update. However, upon calling back, I was informed that there were no updates and to try again on 12/19. Subsequently, on 12/20, upon receiving the return call, I was informed that Corporate had rejected the request.In an effort to resolve this, I also reached out to the Retention Team via email (attached) on 12/14. However, their responses seemed to miss the core issue. Consequently, I requested a refund, as it is baffling that such a reputable gym would refuse to rectify their staff's errors and make amends. I am again seeking a full refund for this inaccurately advertised contract, which should never have been offered in the first place.

  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.

• Initial Complaint

  Date:12/08/2023

  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've tried to cancel my membership SEVERAL TIMES NOW. I was told it was canceled over the phone. I have been charged $100 dollars today after confirming the cancellation. I'm disputing it with my bank and wont stop until I get a refund

  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.

• Initial Complaint

  Date:11/28/2023

  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 complaint against Golds Gym (Hollywood) for refusing to issue a refund for unused Personal Training sessions.On Tuesday, October 24th, I contacted ***************************, Fitness Services Manager (*********),requesting a full refund of $2508 for unused personal training sessions. As my contract stipulates, ** entitled to a refund because I moved and no longer reside close to a Golds Gym facility. I provided ******** with the necessary documentation, including my electric bill and Gold's Gym contracts. ******** responded promptly and indicated that ***********************, his regional manager, would assist me further. However, 2 weeks later he emailed saying he was now authorized to handle my refund request. Despite his assurance, I received no further updates from ********. Finally, on Thursday, November 2nd, *********************** emailed, promising a personal phone call.**** called me on Friday, November 3rd, pretty late...around dinnertime, which I found to be an inappropriate time for a business call. It appears he was deliberately choosing a time when I might not be available to answer. The subsequent conversation with **** was extremely unpleasant. Instead of addressing my refund request, he became visibly angry and started yelling and making threats. **** ended the call by demanding that I resend him my documentation. After the call, although I was visibly upset, I immediately re-sent my docs. Over 30 days have passed since my initial contact, and I have yet to hear back from anyone from Golds Gym. As a long-term Gold's Gym customer, to be treated with such disrespect and disregard is unacceptable. At this point, I have no other option but to submit this complaint, once again, requesting a full refund of $2508 for unused personal training sessions. Its disappointing that it must come to this.

  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 may be under contract during the time you were looking to cancel. In the club you would have been given information on how to contact **** our billing partner, to process your cancellation.  Please email me directly at ******************************************** with the names and id numbers of the membership you are trying to cancel and I will be able to help you. Any additional information such as when and if you contacted *** will be helpful as well. 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

  Customer Answer

  Date: 06/03/2024

   
  Complaint: 20921568
  
  I am rejecting this response because:

  To clarify, my main request is for a full refund of my unused Personal Training sessions, which I detailed in my initial complaint along with supporting documents. While I appreciate the information on canceling my account, I would prefer to focus on resolving the refund first. Once the refund is settled, I will be happy to proceed with canceling my account."
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/17/2024

  Hi - I have reopened this complaint with our parent company.  I am working on getting this resolved for you.  If you have any additional supporting documents regarding your move and the unavailability of another location, please email them to ********************************************.  Thank you.

  Customer Answer

  Date: 06/24/2024

   
  Complaint: 20921568
  
  I am rejecting this response because:
  

  It's been several months since my initial complaint and Gold's Gym still chooses to use delaying tactics to drag this on when I already sent in all the supporting documents they need to issue my refund. My contract stipulates that I am entitled to a full refund because I don't have access to a Gold's Gym. According to my contract, I am entitled to a full refund due to my lack of access to a Gold's Gym location. The documents I previously provided, including my contract and a copy of my phone bill verifying my address, clearly demonstrate this. It has now been several months since I submitted my initial request. I am disappointed that this issue has not yet been resolved, despite providing all the necessary documentation.
  I kindly request that ****'s Gym expedite the processing of my refund. A full refund for the unused personal training sessions is the only satisfactory resolution at this time. I look forward to their next response including a confirmation of my refund.

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

  Business Response

  Date: 07/10/2024

  ****************** was refunded for all unused personal training sessions on January 4, 2024.  Copies of that payment receipt are attached.  This was automatically refunded to her original form of payment, **************** ending in 5001.  Please check with AMEX as they collected your money and you would have received a statement credit.  Thank you.

  Customer Answer

  Date: 08/05/2024

   
  Complaint: 20921568
  
  I am rejecting this response because:

  I am rejecting this response as it contains inaccurate information. I have not received a refund from Golds Gym. Please provide documentation detailing the amount refunded and when it was issued. Until such evidence is provided and I actually receive a full refund, I consider this claim to be false.
  
  . 

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

• Initial Complaint

  Date:11/06/2023

  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 visited ******************* on 10/23/2023 around 7pm with the intention of obtaining a month-to-month membership. The representative, ****** (though the contract listed ***************************), informed me that there was a $118 sign-up fee. However, he suggested that I could avoid this fee by taking advantage of a special offer since I work nearby. He proposed that I purchase four personal training sessions for $139. He claimed that this was the only way to bypass the $118 initiation fee. Feeling as though I had no other choice, I agreed to this offer.Upon signing up and returning home, I inadvertently discovered from the gym's website that the actual initiation fee was only $1, and membership included free training sessions. In essence, he had deceived me into purchasing a membership to save money I was not even supposed to pay, and he had also convinced me to buy personal training sessions that should have been complimentary.The following morning, I called the gym to request a cancellation. After several attempts, ***** finally sent me a membership cancellation email. However, there was no mention of a refund for the $139 that I had paid for unused services. Subsequently, I made multiple calls, but they consistently informed me that someone would return my call or that the representative who sold me the membership would get in touch. Several days have passed, and I have not received any callbacks. Now, whenever I call, they immediately put me on hold once they realize it's me. It is taking so much time and energy from me, which I can not afford to waste anymore. It's disheartening to see such dishonesty in a reputable establishment like Gold's Gym. One would expect a well-established gym to prioritize customer integrity, but my experience demonstrates that they are willing to deceive and mislead their customers for the sake of making only few dollars.

  Business Response

  Date: 11/06/2023

  Good morning ******, 
  
  Can you please help transfer this BBB complaint to the franchise in ********, **? Thanks! 
  
  *******************************
  Director, Member Services

  Business Response

  Date: 11/07/2023

  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 info on how to manage your membership online with myiclub. 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, including your member ID number, that will help me get this resolved to your satisfaction. Thank you and I look forward to helping you.

• Initial Complaint

  Date:11/01/2023

  Type:Service or Repair 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.

  Basically, 2 employees, one a manager named ******. The other an employee named ******* basically stole money from my credit card. on october 28 2023 I made 2 purchases in the lobby. One was for an outfit for my ex-wife. Which cost $75? And I made another purchase for bottle of vitamins and a bag. That come to how baby was about $57? Well, bring well, ******* The employee. Told me the transaction didn't go through. Even though the same procedures for the first transaction they did go through, I did on the second transaction. It showed me it was approved assigned for It but they refused to give me the merchandise. They said it didn't go through so I went home. Call my bank, I'm sure enough. It did go through. I went to provide this to ******, the manager. He told me the computer crash to come back Monday. I came back on monday And he said there was no transaction. The money was taken from my account. I'm gonna attach my bank statement. Along with the recording from ******. These 2 are thieves. They probably stolen from a lot of other people. P s, I'm on social security. I have epilepsy my whole Life i Really hate for this to turn into a situation. Where? I would have to go to the *** Because of these 2 theifs please help me.

  Business Response

  Date: 11/01/2023

  Hi - My name is *****, Director of Community Outreach. I am working to resolve your complaint and would like to make sure that your issue is resolved.Please reach out to me directly at ******************************************** with any additional information including your member ID# and more detailed description of the items you paid for and say you did not receive.  I will work with the 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: 11/02/2023

   
  Nothing has been resolved, it appears sending from gold's gym is looking into this, but in this moment nothing is resolved
  
  Sincerely,
  
  Desi ******

• Initial Complaint

  Date:10/30/2023

  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 doing my taxes this year and realized I have been charged repeatedly by the gym despite canceling my membership in October of 2022. I had several surgeries on my leg beginning in 2021, the last of which resulted in an incurable nerve disorder that inhibits my ability to walk. I called and spoke with someone about this in October 2022, who said she would cancel my membership, so you can imagine my shock to discover that not only have I been repeatedly charged since then, but my monthly fee was increased the month I cancelled from $29.99 to $32.99. I certainly did NOT authorize further charges and NEVER agreed to any kind of rate increase.My statement alleges that I made a "payment at the club" of $65.98 on 8/22/23, but there is NO RECORD of me ever entering the club during that time period, or the last 18 months for that matter. The next month I was charged $72.99. This is absolutely FRAUDULENT as I NEVER entered the club. I could not enter the club if I wanted to because I am now DISABLED.I spoke with someone on the phone about this matter and she had me create an online account, which I have never had before, to cancel my membership. Under the section "My Agreement Info," I am not able to access any agreement I ever signed to be a member of the gym or authorize charges to my card.I was also told I could contact a manager at ********************************************* to resolve this, but I contacted her 8 days ago and have received NO RESPONSE. There is no basis for you to have not honored my cancellation request in October 2022 or for you to allege that I somehow entered the gym to make a payment at the club in August. THIS IS FRAUD.These charges need to be removed from my account immediately.THIS COMPLAINT IS FOR ************************************.

  Business Response

  Date: 10/30/2023

  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 may have been under contract during the time you were looking to cancel. In the club or over the phone you would have been given information on how to contact **** our billing partner, to process your cancellation. Please email me directly at ******************************************** with the names and id numbers of the membership you are trying to cancel and I will be able to help you. Any additional information such as when and if you contacted *** will be helpful as well. 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