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.

close

Find a Location

Gold's Gym SoCal has 23 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:09/11/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/7/23, We joined because the Gym had a steam room. My monthly dues were $***** and my daughters were $24.95. On or about 12/12 we visited the club for the one and only time and learned that the steam room was closing and would not be a benefit anymore.Due to the loss of the steam room, we returned to the club after the holidays to terminate our memberships (late January). When I spoke to the guest services, they told me they could not help me at the front desk and it had to be done online. I went home, got online, and canceled the 2 memberships as instructed. I looked at our bank statement and they had charged the annual fees on Feb 9th even though I had canceled the memberships. On Feb 22nd they credited one of the two $49.00 fees, and we were still being charged ***** for one of the two memberships. My husband and I went back in to talk with them to get help and the front desk person walked over to the membership department in front of us came back and said they were in a meeting. We gave the front desk person our phone number (even though they already have it) and we were promised that we would receive a phone call. We never did. They continued to charge March and April fees at $***** so I went into our bank on May 2nd to put a stop payment on the account and filed fraud charges with BofA. I then kept getting phone calls to come into the club or call to speak with someone and I called back at least eight times and every single time an automated message directed me back to a website.I went to our Chamber of Commerce and together we called the manager, ********************* and he said he couldnt do anything for me because I do not have copies of the cancellation receipt. On the Golds gym website, it says you can cancel in-store or online and I have been in now several times to cancel. Currently, they are threatening to send me to collections for unpaid dues because I stopped them from auto-drafting my bank due to a lack of resolution.Currently, they owe us a $49 annual fee that should have been refunded when I canceled. They also owe monthly dues they withdrew on 2/13/23, 3/13/23, and 4/11/23 each in the amount of $***** for a total of $153.85.

  Business Response

  Date: 09/19/2023

  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 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.

  Customer Answer

  Date: 09/27/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/08/2023

  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.

  My name is *************************** and my husband, ***************************, and I are customers of ******************. My husband was injured at the beginning of this year and no longer able to walk or work out. He is currently seeing a doctor. I reached out to Golds Gym ********* on March 15, 2023 to ask our account be frozen and also asked if we could receive a refund for the months he was unable to go to the gym due to his injury. I spoke to *********************************, the front desk manager, who assured me they could freeze the accountand provide the refund as long as a doctor's note was provided. The refund has been rejected because my husband is not the primary account holder. I believe this is unjust because my husband is the one who religiously attended the gym prior to his injury and if there are two people on the membership and one is not able to attend due to proven medical reasons, Golds Gym ********* should provide a just and fair refund (as promised by ******* via phone and email to me). Additionally, I did not request to be the primary when signing up. I have asked to speak to ******, ************ manager, for over a week now and have received excuses from the front desk staff as to why he is not available to speak to me. I have waited on hold and told he is no longer taking calls, have been told he is in conference calls and not available, and have been told he is sick as well. I am requesting the refund be approved as guaranteed to me by ******* in her email to me dated March 16, 2023. As well as submitting a complaint for the terrible and rude customer service from the front desk staff and lack of customer service from ******.

  Business Response

  Date: 05/08/2023

  Good morning ******,
  
  For some reason, I received 4 different emails (attached) for the same member complaint. However, this pertains to a franchise location. Could you please redirect accordingly? 
  
  Thank you,
  
  *******************************
  

  
  

  Business Response

  Date: 05/12/2023

  Good afternoon!  I have read your complaint and have escalated the request to the corporate office to see what can be done.  From what I can see in your attachments, there is not an actual Dr.s note explaining the effective date of the injury and the expected return date which could be why this was not processed for refund.  Please contact me directly at ******************************************** with back up information so that I can try to help resolve this for you.  Thank you!

• Initial Complaint

  Date:02/24/2023

  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 was billed for 3 months worth of membership fees when I was unable to use my membership. I wasnt able to afford my membership, and stopped paying in November of 2022. On 2/24/23, I was charged $189 for the past 3 months. I was charged for months I was unable to access the gym, as you arent allowed in if your membership isnt current. I reached out to the gym to get the charged reversed but they refused. They are keeping money that was essentially stolen from me as I never authorized them to charge me for the last 3 months I couldnt use my membership.

  Business Response

  Date: 03/06/2023

  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 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. Did you cancel your membership according to the terms of your contract or did you simply stop paying?  Please email me directly at ******************************************** with details on who you cancelled with and any back up documentation and I will do my best to help to help you.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:12/21/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been a member of Gold's Gym SoCal for several years. I have always purchased prepaid, payed in full annual or longer contracts. I moved out the area in November (to ***) and sent them an email on 11/20/22 (see attached) to notify them of my need to cancel. It was addressed to the email address specified in the contract for notification of cancellation. Per the contract (see attached), "If the member moves further than 25 miles from any facility operated by the Club... and if the member has been prepaid any sum for services, so much of such sum as is allocable to services he has not received shall be promptly refunded... ******** will charge a cancellation fee of... $50 during the second half (of the term)". Due to several Covid closures and extensions the end date of my membership varies from the original contract and was extended to 4/26/23 (per the Hollywood location which was my home gym). I verified this date several times with the gym while in CA, and once again after moving to *** prior to cancellation.I have received absolutely no communication from Gold's Gym SoCal in response to the cancellation email I sent. So, I followed up with an email to the Hollywood GM, ***************************, on 11/23 (see attached). He said he submitted the cancellation/refund request directly to Gold's Gym SoCal and for me to give it **** business days to process. I gave it the 10 business days, plus an additional couple of weeks, before contacting ******** again to inform him that I have still not received any form of communication from Gold's Gym SoCal. I have not heard back from ******** as well, so this is why I am filing with the BBB since I have exhausted all known means (that I am aware of) to communicate with the company to no avail.Per my calculations based on the terms from the contract the reimbursement is only $58 net (158 days remaining on my contract/730 total contract days = ***** * $499 paid in full = $108 - $50 cancellation fee) which is why I don't understand why they are making this so difficult to resolve... And what I really don't understand is why they don't communicate AT ALL and force customers to seek resolution in this way!

• Initial Complaint

  Date:12/01/2022

  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 contacted Golds gym over the phone in the beginning of October late September regarding me wanting my account canceled, the man i spoke with was very adamant on freezing my account instead. I did not get his name and he failed to mention that I would still get charged monthly fees while my account was frozen. He said that he would pass my information along to a manager to freeze my account. Some time after this I saw the charges on my account, $55 for the annual fee and $24 for the monthly which I was confused about which lead me to contact them. They said that they have no documentation of me speaking to anyone about freezing my account and also said that my account is not frozen. This is when they explained that I would still get charged while my account is frozen. They said they can't do anything on their end which is why I called my bank, explained the issue and got my charges disputed. Yesterday I got a call from golds gym tell me that i have unpaid payment to which I explain that they are not unpaid but disputed. They threaten to put me on a "confirmation list" if I don't pay these payments and that it would impact my credit score. I feel as though this situation is not my fault and is getting unnecessarily out of hand. I contacted****** once again and they recommend I file a complaint with ***.
  

  Business Response

  Date: 12/19/2022

  Business Response /* (1000, 5, 2022/12/06) */
  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 should 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:11/11/2022

  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 ********************************************sent two certified letters to Golds Gym on 10/27/22, address,*********************************************** We sent the letters to cancel our memberships, (membership #'***************************. Golds Gym called my husband today 11/10/22 to inform him that they do not except cancelation letters. They gave my husband a phone number to call, which is a joke because calling the number takes you to a recording that just goes round and round with questions and never gives an option to cancel. We want these two memberships canceled the date the letters were sent. Thank you
  

  Business Response

  Date: 01/30/2023

  Consumer Response /* (3000, 11, 2022/12/09) */
  I have not heard anything from Golds Gym. I believe they are choosing to ignore my complaints as they have dealt with other good paying members. Their business practices are very untechnical in nature. They just swiped my bank account for another month of fees. Please inform this business I will be contacting an attorney.
  
  
  Business Response /* (1000, 13, 2023/01/13) */
  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 ***************** or by calling************** I look forward to hearing from you. Thank you - ***** Colonna, Director of Community Outreach

• Initial Complaint

  Date:11/08/2022

  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 was told I was going to pay for personal train $336 a month after she previously ask what was my budget, I told the manger it was $300 a month is what I can afford but if I can pay biweekly half and the other half in two weeks. It would be better for me. She said if $336 was fine for the month and I said yes that's fine. She made me sign a contract where it was going to be $336 bi weekly. I didn't understand why she would ask for my budget then go over it. I was lied to. This isn't the first time I was lied or misinformed. I did go talk to her and she said it's under contract so I can't do or change anything. I had to pay $336 right then and there. I haven't done no personal training and I can't get my refund back. This isn't right. This company is shady.
  

  Business Response

  Date: 01/30/2023

  Business Response /* (1000, 10, 2023/01/13) */
  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 are under contract for Personal Training that you did not understand the terms of the contract you signed. I need more information in order to help get this resolved. Please email me directly at *********************************** with your member id number and any other specifics about who you spoke to and if you have used any sessions. For general information, you can manage your membership by visiting ***************** or by calling ************. I look forward to hearing from you. Thank you - *************, Director of Community Outreach

• Initial Complaint

  Date:09/17/2022

  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.

  Last week I was reached out to from "collections" claiming I had an overdue amount from a past due membership and if it was not taken care of it would show up on my credit report. I was seeking cancellation back in march and they attempted to charge me more than my monthly of ***** they wanted to charge me ***** which I refused. The charge was pushed through and with it not being my regular monthly I reported it with concern to the bank as that was not the amount I had been paying the past few months. I spoke to management and they ran through the charge again and I never heard back thinking it was successfully completed. The membership was never cancelled and I contacted this location after and they said the best they could do was ***** and I would be pulled out of collections and finally canceled. I agreed to pay because I did not want my credit ruined however if you view my check in history I have not attempted or visited in months due to me thinking I was already cancelled. I do believe I should not be entitled to this fee and harassed with a collection attempt because of poor communication. The cancelation process is not clearly explained and I want this matter looked into.

  Business Response

  Date: 09/21/2022

  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

  Customer Answer

  Date: 09/23/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I was not in a contract, I was month to month. I also explained in detail my charges and they were not aknowledged.

  Business Response

  Date: 03/10/2023

  Hello - Member Services confirmed that you were removed from collections and cancelled as of 9/13/22.  You should not have gotten any collection calls after that time.  They confirm you paid off the account and that no refund was given.  Is that what you are asking for? A refund of the amount paid to get out of collections?  According to the contract on file, the $39.99 would have been your AFF (Annual Facility Fee) which is billed once per year and required of all membership contracts.  This should have been clearly explained to you when joined, is in your contract and also should have been explained when you inquired with management about the charge.  That would also be why your bank did not find in your favor when you attempted a charge back. I have a requested a copy of your contract as well as any history of your communication with them of *** in the system to see if there is anything I can do.  Please email me directly at ******************************************** with any specific dates or names of persons you spoke with or estimations.  Thank you!

  Customer Answer

  Date: 03/15/2023

   
  Complaint: 19320472
  
  I am rejecting this response because:

  The issue was I canceled supposedly with a supervisor whos name was ****************** still remember till this day. Then I receive a call from collections months later saying I was in collections for a overdue membership with golds. I immediately called the location and got a hold of ******** and she apologized and gave me the best option of paying an amount over $100 to close my account and pull me out of collections. I went back and forth and she stated she was sorry she was not sure what happen on ABCs end but it was never cancelled and this was the best she could do for me. 

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

• Initial Complaint

  Date:09/13/2022

  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.

  9/13/2022
  3:45PM
  
  My husband and I who have memberships brought our two employees with us to the gym. They travel with us frequently and we get them week passes or day passes. As they would be coming to this gym even more, we thought about adding them to our monthly membership but being that we wanted to do the week pass first.
  
  However, the cost for the week pass was double the cost for a month membership $178 for two people and there was NO pricing anywhere online or visible to the public. However, there were several promotions allowing members to be added to accounts and free week pass promotions everywhere with NO details to the restrictions which they claim were limited to residents only. When we were going to add them to our month passes, they would not allow us to do a no contract month to month price.
  
  That's pure bait and switch practices and unethical.
  

  Business Response

  Date: 10/05/2022

  Business Response /* (1000, 5, 2022/09/21) */
  Hi - My name is Cyndi, Director of Community Outreach. I am working to resolve BBB complaints 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 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. - Cyndi

• Initial Complaint

  Date:08/18/2022

  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.

  My mother has been racially discriminated and humiliated by an Aqua Fit Instructor **************, at Gold's Gym located at ************************************* It was been going on for a few weeks now, and my mother was bullied and picked on by **************, for her lack of English Proficiency and race. My mother came home in tears because of her repeated humiliation and ridiculous behavior. I have filed a formal complaint in person and via email with ****'s Gym on 09/22/21. To cancel my mother's membership immediately, and for Gold's Gym to reprimand ************ for her racist actions. But ***************, manager at the said location, called my mother directly to coerce an elderly lady in her frail and traumatized state, to convince her they can't cancel her membership. I have sent another email to retention team at Gold's Gym but no response. ****'s Gym must cease and desist all efforts to make this matter disappear without taking proper actions to remedy the situation and from contacting my mother directly.

  Business Response

  Date: 08/22/2022

  Hi - My name is *****, Director of Community Outreach. During the covid closures, some complaints were not addressed in a timely fashion and I am working to resolve all outstanding complaints. I apologize for the difficulties you had addressing this with the club. I would like to make sure that you were taken care of. Please reach out to me directly at ******************************************** with any additional information, including your member ID# if you have it, 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. - ***** ********************************************