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:08/13/2022

  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.

  I purchased a gym membership back in 2021 during the second whole city lock down and I was charged for the entire month. I never received any information on my gym membership and whether or not I would received a refund since the city was closed due to the pandemic. They following month I called to cancel the gym membership only to find out my membership was sent to collections. I then called the gym and told them that I called to cancel the membership since we were in a world wide pandemic. The gym and associate said no problem we will cancel the membership. A few month ago I received a letter from a collections agency stating that my account had been sent over for retrieval of account owed. I told them I canceled the membership and I didn't owe them anything. I called the gym and they said in order to make the account in good standing again I would need to re sign up for what is called a "recovery account" of which I did since this is affecting my credit. I been in good standing with the gym and been paying every month. I got a call recently by the same collection agency stating that I still need to pay off what is owed. I told them that the gym had informed me that by re-signing that would make the collection fees go away since I'm rebuilding my account with the gym. They told me that there is no such program and that I still need to pay for the account. I feel like I was lied to by the gym of which I re signed the membership only to be told that this is still affecting my credit. They lied to me and now I still have to pay the collection agency the money owed. This has affected my credit deeply and has cost me a lot of trouble and money, I'm still paying for a service I did not need. I was lied too and used for my money can you guys please help me retrieve my hood credit score and money.
  

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 5, 2022/08/16) */
  Contact Name and Title: *************,Outreach
  Contact Phone: **********
  Contact Email: ***********************************
  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 likely under membership contract during the time you were looking to cancel. You would have been given information to contact ABC, our billing partner, to process your cancellation. Please email me directly at *********************************** with the names and member id numbers of those contracts 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:08/10/2022

  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.

  Canceled my membership which Gold's Gym refuses to acknowledge. Followed all cancellation protocol outlined in my Agreement and on the website. They refuse to discharge the fees that have accumulated despite my cancellation.
  

  Business Response

  Date: 09/02/2022

  Business Response /* (1000, 5, 2022/08/11) */
  Contact Name and Title: *************,Outreach
  Contact Phone: **********
  Contact Email: ***********************
  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 ABC, our billing partner, to process your cancellation. Please email me directly at [email protected] 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 ABC 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

• Initial Complaint

  Date:08/09/2022

  Type:Customer Service 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 made an appointment to meet with ****** (sales asst) to purchase a gym membership. I was told that the top tier membership was $29.99 a month with $0 money down, and that it included guest privileges and access to almost all locations. I told him I was uninterested in committing since that was just out of my price range. He asked what my price range was - I said $25. He told me he would be able to give me the top tier membership (with guest privileges and all-access location) for $0 down and $24.95 a month. He called the manager ******* over to approve this transaction, which he did. I was not shown any confirmation screens during the interaction nor received any printout stating the exact membership I signed up for. Two weeks later, I decided to bring a guest in to workout with me. While trying to check in, I was told that I only had the basic tier membership and that it didn't include guests. I spoke with the manager and explained that both ****** and ******* had agreed and signed off on a $24.95/ month membership for the top tier membership. ******* himself was present during this interaction and told me that although he remembered having that conversation with me AND signing off on the membership, that the price was no longer possible and not something he could allow. (Again, this was AFTER this was already verbally signed off on by both ****** and *******). The management were insistent on telling me that I was unable to have access to that price for the top tier membership despite the fact that I already went through with the transaction with their own sales team members....not to mention, the basic membership is only $9.99 and I am being charged $24.95. I'm also listed as a male in my profile when I'm a female. Clearly, the membership agreement was entered incorrectly. I'm upset at the lack of professionalism with management and the way they are making me feel like it's my fault when I simply purchased a service that their own employees promised to me.Product_Or_Service: Membership

• Initial Complaint

  Date:07/30/2022

  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.

  This year I became injured and have been seeing a specialist for treatment. Since the month of May I've been trying to get a refund on personal training session I would no longer be able to do. I spent a month trying to get a hold of the PT manager and I would always get told that he's in a meeting. Went in person to the facility in June. When I asked to speak to the PT manager he never came and we spoke to a different manager. That manager informed me I needed a medical note from the specialist stating my condition and why I was unable to complete the session in order to get my refund. On June 24th I submitted my note to the manager. I was told that this processes is fast and takes 7-14 business days. From July 14th-23rd I attempted to reach the manager that helped me and again would get the "they are busy, or in meetings" all the times I would call. I sent and email to retention team and they replied there was nothing on file. On the 23rd I went in and waited an hour until finally I got called up. At this point I was frustrated that I had to wait that long. Once I saw him he said that everything is approved and the refund would come in on July 27th. At the same time I was talking to the retention team via email and I was informed on July 28th me that nothing has been approved. I attempted to reach the manager by calling the front desk and the number he provided me to contact him directly and I was never able to get a hold of him. I saw reviews on how other people have been victims to this unprofessionalism. It ***** that this happens multiple times and yet they fail to learn and take care of a repeating cycle. It should not take 2-3 months to attempt to get a refund. I'm still currently waiting to get refunded.
  

  Business Response

  Date: 08/05/2022

  Business Response /* (1000, 5, 2022/08/03) */
  Contact Name and Title: **********************
  Contact Phone: **********
  Contact Email: ***********************
  Hi - My name is *****, Director of Community Outreach. I will work with you to resolve your complaint with the corporate office. Please reach out to me directly at *********************************** with any additional information including your full name, & member ID# and any other details that will help me get your refund processed. Thank you and I look forward to making sure that you are still a happy member of the Gold's Gym SoCal family. - ***** ***********************************
  
  
  Consumer Response /* (2000, 7, 2022/08/05) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  After almost 3 months I finally got the refund I started a process for. Thank you for your help, I finally saw it today. If there can be a direct contact information for others who are in the same situation that would help. Honestly it is frustrating to be going back and forth looking for someone to help out with these issues. I do hope something changes in the future.

• Initial Complaint

  Date:07/21/2022

  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.

  Mid June 2022 I went into the gym and the sales associate ***** attempted to sell me training sessions. She also threw in providing me two free months of membership if I did the sessions. Since I would be enrolling my sister and I and she would also be training with me. I relayed to her that my membership was already set to be canceled by the end of June. She assured me that it would be no problem she would just reinstate it before it was actually cancelled and we would have no problem. Come the end of June I attempted to access the gym since I had a session with my trainer ****** and was unable to. The girl at the front desk told me it was cancelled. Fortunately my trainer was there and saw so she told the girl to let us in. She then told me she would talk to ****** which she did and said she'd see how the whole membership was going. ***** later tells me that she does not recall saying this. She said this in front of my trainer who then confirms that ***** in fact did say this. Fast forward to a week of this nonsense and absolutely no resolution ***** tells me that I have to email her Manager **** who provided me his card. He said no worries we will reinstate your membership and provide you time the we said at no charge. I emailed him July 14, 2022. I still have 5 sessions and my membership is not active so I can't even take the sessions. They're now telling me I have to pay for the initiation fee. To reinstate it because corporate denied it.
  

  Business Response

  Date: 08/10/2022

  Business Response /* (1000, 5, 2022/07/25) */
  Contact Name and Title:**************,Outreach
  Contact Phone: **********
  Contact Email:************************
  Hi, my name is *****, Director of Community Outreach. I would like to help you get this resolved. Please email me directly at************************ with additional information including your member ID # and confirm that the location you are dealing with is Montclair. I will escalate your complaint to the corporate office and get this handled. Thank you!