Complaints

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:12/14/2022

  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.

  I have been a member at Gold's Gym for over 2 years. I decided to cancel my membership on November 3 so that I could join a new gym. I talked with *************************** at Gold's Gym in person and I was told that they would cancel my membership, but that I would have to pay for one more month and also a maintenance fee that is assessed each year. I said that was fine and I paid both. I have recently been assessed a new monthly fee and I contacted Gold's Gym on 12/10 concerning this new fee. I was informed that my gym membership had not been cancelled but they would do so now. I was also informed that I would have to pay an additional month. I requested that someone higher up contact me concerning this and I also emailed *************************** personally to get a response. I have thus far received no response. I would like to have someone contact me and the new fee refunded and no further fees assessed.

• Initial Complaint

  Date:11/16/2022

  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.

  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. 

  Please read my reply to your message:
  
  03/08/2023.
  
  To: BBB Dispute Resolution Team
  Re:   Complaint ID  ********;  Gold's Gym
  Dear Sir or Dispute Resolution Team at BBB:
  I acknowledge receipt of your message dated today 03/08/2023
  at 1.41:01 PM.
  I have read the message of explanation that Mr. Ray J*******
  of Gold’s Gym sent to you and I want to Thank BBB for the help provided to us
  on this issue, even though I can see in Mr. J*******’s  explanation some inconsistencies because we
  never signed a contract or open an account with Gold’s Gym. We just were part
  of our daughter account as “invitees” to visit Gold’s Gym under her account,
  that is the truth and there is no mistake on our part. So the mistake is in
  fact from Gold’s Gym part. It is up to them if they do not want to accept the
  mistake on their part and I have no more concerns as long the pursuing of the
  non existing debt  is clarify and notice
  is sent to the collection office to stop the threats and harassment.
  I’d like to mention that after you sent to me the last
  message on 12/23/2022 in which you said: “If you do not hear back from us, it
  means that our attempts are exhausted and you may wish to contact an attorney
  or your local or state office of consumer affairs to pursue the matter further”;
  and I waited but I did not received new message from you in the following
  months and instead the Collection Office continued with the collection threats
  to us every month; I decided on 02/16/2023 following your advice, to submit the
  same complaint, to the Maryland Office of the Attorney General, Consumer
  Protection. I did it  two days after I
  again received another threat emails from them and certainly the Consumer
  Protection Office has contacted them and probably that is the reason why Mr.
  Ray J******* of Gold’s Gym finally decided to contact you.
  I am also expecting the Md. Attorney General Consumer
  Protection Office message which has to be similar as your message you have sent
  to me today from Mr. Ray J******* of Gold’s Gym.
  Regards:
  
  ******** ********
  **** ******* ***
  Frederick MD *****

  Business Response

  Date: 03/08/2023

  ---------- Forwarded message ---------
  From: Ray J******* <[email protected]>
  Date: Fri, Mar 3, 2023 at 11:18 AM
  Subject: Re: Complaint ******** - [*************]
  To: Dispute Resolution Team <[email protected]>
  

  
  
  Hello,
  
  In regard to complaint ******** previous members ******** ******** and ****** ******** had accrued balances of $216 each of their previous Gold's Gym memberships. The balances were then sent to our third party collections company. After reviewing their accounts closer it appears that their daughter had a membership and decided to add them as additional family members. Their daughter cancelled her membership and there are notes reflecting this on her account. There are no notes or any other cancellation correspondence on either of the memberships for ******** or ******. It is stated on the membership agreements that each member, including family members, need to have their own notice of cancellation submitted for their membership to be cancelled. We do know that mistakes can happen, and it is possible that a mistake may have happened on their side or on our side with the cancellation process. As a courtesy we have removed the balances from both accounts and notified the collections company of this so they can stop the pursuit of the debit.
  We appreciate the Espinoza's patience with this and wish them the  best in the future.
  
  Stronger together,
  
  RAY J*******
  
  Member Experience
  GOLD’S GYM | DC METRO
  ****************