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Business Profile

Health Club

Gold's Gym

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Health Club.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/19/2024

    Type:Billing Issues
    Status:
    Answered
    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 trying to reach someone for nearly a week about my personal trainer contract being violated and my bank account being overcharged. The only response from management I got was "looks like there are 2 agreements in the system." Day 4 I tell them you keep the overcharge and consider that my cancelation and everyone starts to respond that my account was being refunded so that's not possible. I called my bank there is nothing pending. And I know longer want anything to do with this business.

    Business Response

    Date: 01/02/2025

    Please see the response from the personal training department below:

    Mrs. **** reached out to the personal training email on 12/16 with concerns about her health and wanted to know the price of a cancellation fee or options for freezing. It was discovered that Mrs. **** was being overcharged on her personal training as there was a second agreement set up. Mrs. **** was refunded the amount she had been overcharged and informed on 12/16 that her refund was on the way. We did not hear back from Mrs. ***** We followed up again on 12/26 asking if she would like to cancel or freeze her remaining personal training agreement and we have not received a response. We are happy to work with Mrs. **** with her options for her personal training.

    Customer Answer

    Date: 01/02/2025

    Complaint: 22709663

    I am rejecting this response because: The refund was not sent at the time mentioned as confirmed by the bank. Again my account was charged for this transaction and then double refunded. I no longer wish to have anything to do with a business that takes it's time addressing important client concerns and abusing client bank accounts.

    Sincerely,

    ******* ****

  • Initial Complaint

    Date:10/17/2024

    Type:Sales and Advertising Issues
    Status:
    Answered
    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.
    Initially I had a membership with ********************* and Fitness. Had I known that Gold's gym was buying them out, I would have canceled the membership then. I haven't been there in 2yrs yet they still collected money every month. When I called to cancel the membership, I was told that I had to come in person. I work 7a-7p. I wasn't missing work for that. I even sent mom to the gym to cancel it, mind you we have the same address, and they wouldn't let her. I ended up having an issue with my bank card and had to get a new one. Every since then, they have been sending me emails and texts threatening to send my account to collections because they can't get any more money out of me. If they can send an email about my account, why can't they email me paperwork to cancel the membership.

    Business Response

    Date: 11/01/2024

    Good afternoon ******,

    Prior to Gold's Gym TN acquiring the former JS*, notifications were sent to all existing members.  In addition to the emails sent at the same time regarding COVID closure, etc.  The email address used for these notifications is the same address you are receiving the delinquency emails to.  Email notifications regarding club changes (i.e. COVID, reopening, July 4th party, New Year's letters, past due balances, collections, etc) all come from ******************************************** this is a DNR server, which provides contact information to call/email the club directly or to reach out to the Collecting department.

    The member may cancel their account by visiting the facility during administrative hours (Mon-*ri 9am-7pm), send a letter via certified mail to the cancellation department's PO box, or email ********************************************** to have the account cancelled electronically.

    Additionally, upon receipt of the past due balance emails, you were provided with contact information to speak with a member of our team via email or phone.  Notifications were sent to you after each missed payment, beginning 08.017.2024.  The emails requested that you act promptly to address the matter prior to late fees accruing, or ultimately being sent to collections after the account is overdue by 65+ days.

    When the Collections Manager attempted to assist you via phone on 10.17.2024, you refused payment and proclaimed 'my cousin is a judge and I will sue the * out of you' and then hung up the phone.

    Several points of contact have been made in attempt to address the balance, in addition to numerous emails being sent regarding status updates from the club.

    The account is now handled by ***************************, if you would like to settle the debt and have the account removed from collections status.

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