Complaints

This profile includes complaints for Gold's Gym's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Gold's Gym

  1713 Old Fort Pkwy Murfreesboro, TN 37129-3338

  
• 

  Gold's Gym

  551 S Lowry St Smyrna, TN 37167-3800

  
• 

  Gold's Gym

  390 Needmore Rd Clarksville, TN 37040-6640

  
• 

  Gold's Gym

  6510 Chapman Highway Knoxville, TN 37920

  
• 

  Gold's Gym

  888 South White Station Road Memphis, TN 38119

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:04/29/2025

  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 signed up for personal training through Golds GymMy goals are to grow my glutes and slim my waist. The trainer specifically told me that he was not able to provide what I was told would be provided (outlined issues below), so I asked to cancel and was told that I would need to pay all cancelation fees despite the trainer not fulfilling their part. They offered to provide me another trainer but I have no faith at this point in this company and do not want to waste any more of my time and potentially get even further from my goals than this already has. The trainer has me only doing one glute work out a week. One other day he is wanting me to do a back work out. I should be doing glutes three times a week to grow them. I do plenty to work out my back already and that is not part of my goals in anyway. I have asked for ab workouts since part of my goal is slimming my waist. I have not gotten even one ab workout. I was told on 04/22/25 by the trainer that he doesnt do abs so he cant give me an ab workout. Also, the trainer never did any physical measurements and has not weighed me. I was sent to do a body scan. That is not equivalent. I asked him to do measurements on 04/22/25 and was told by the trainer that he doesnt know how to measure the ****. I was handed the measuring tape and tried to do it myself. No idea if I did it correctly. I did my own waist as well. No idea if I did that one correctly either. I dont think my macros were done correctly either. I got on the scale this morning and I have gained 4.4lbs. My goal from the original person I talked to that signed me up was to go down to 114 from 119. The trainer I have been working with said that was wrong and that I should just stay at 119. I have been tracking my food and sticking to the macros and have not stayed at 119. All of this is unacceptable but Golds expects me to continue paying monthly or pay over $900 in cancelation fees.

  Customer Answer

  Date: 04/29/2025

  The address is **********************************

  I need to also include that the last time I worked out with the trainer that he stated he had Covid the week before and stated multiple times that he still didnt feel good. He also stated that he worked out in the gym and with clients the entire week before because he didnt realize he had Covid. He just thought he had a cold. 

  

  Business Response

  Date: 05/06/2025

  I have contacted the training department and received the following rebuttal.  Please note that the member will have to follow cancellation policy as outlined in the correspondence she has with the personal training department to-date.

   

  "Good afternoon, I would like to address some of the concerns mentioned and explain myself where I feel necessary. It was not communicated by this client that she was unhappy with her training and program, and I also didnt get the vibe of unhappiness. The sessions we had together were upbeat and fun. We worked hard and I pushed her. The last time we trained I remember the client stating that she was starting to see my abs. 
  
  When it comes to training, I created an upper and lower body x2 to be the best option for her at this time. Her goal was to grow her glutes and ****** her waist. She had never really lifted heavy so I started there and added a resistance band to many exercises to teach glute engagement.The lower body days offered many options to engage and work glutes. In the time we worked together there was no mention or discussion about needing more glute exercises. When it comes to core, I started off with cable crunches on one leg day and leg raises on the next. She had mentioned that was not enough for her so I added another core to both leg days. 
  
  When it comes to Macro, I give her a plan based on her goal. It was in a deficit based on her TDEE. The reason I didnt change them is due to inconsistency with daily calories.  Some days she was way over and others under.She didnt consistently hit the numbers of 1715. I informed her on Whole Foods suggestions of she could eat that would help her reach her goals. 
  
  When it comes to weigh-in, I have my clients do weight-ins once a week and an ****** scan (its a free service) to first tell us the weight then break it down in Skeletal Muscle Mass and Body Fat, as well as lean muscle in arms, legs, and trunk. All that information helps me know if they are gaining muscle, and losing weight.  It also can help me track calories and decide if we should increase or decrease calories. When I began working with this client, she did get her first In body scan to establish baseline.  Then I asked her to get another one in two weeks. She kept telling me she needed to go back but, to my knowledge, never did.
  
  The measurements were not brought up to me until the last session the client kept, and I told her that its something I had not done many of but I could explain how and where to do it. I did have her do her own waist right below her belly button ( I explained the process while she did it). The glutes were not mentioned when we were measuring so i didnt have her do them. 
  
  Our last session that the client kept was on 4/22/25.During that time there was no mention of being unhappy or displeased. Nothing about changing up the program or decreasing calories. On Thursday she missed the workout. No call no show. On Friday I reached out to make sure she was okay because that wasnt normal. No answer. I am disheartened to hear that this client was so displeased with our training, as I am a committed and passionate trainer. I regret that the clients requests and complaints were not communicated to me so that I could adjust the exercises and the nutrition components or give more detailed rationales as to why I work the way I work. "

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23250268
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 05/06/2025

  The trainers response is a lie. The trainer told me that he did not know how to do the measurements and handed me the measuring tape. I asked for a workouts multiple times and the last time we worked out together I asked again and the trainer told me that he did not do abs so could not do an a workout for me. I had told the trainer during our last work out that I was gaining weight. He then said that I would need to start weighing myself. 

  

  Business Response

  Date: 05/07/2025

  I have included 5 of the 10 screen shots of the member's training profile (I can provide the remaining information on another follow up if necessary).

  These are examples of the workouts provided to the member; for each training day, the member can locate the exercises they are required to complete along with set and *** counts.

  The trainer has also provided MACRO tracking information as well.

   

  The member's cancellation requirements will remain in effect should she choose to terminate her personal training agreement.

  Customer Answer

  Date: 05/08/2025

   
  Complaint: 23250268
  
  I am rejecting this response because the responder has lied throughout the entire response.

  1. I was specifically told that he does not do abs so cannot provide a full ab workout. The upper body workouts he provided were for back and arms. I specially told him and the individual that I signed the contract with that I did not want to do weights on my arms because they tend to bulk up and I do not like it. Yet, that is what I was given instead of ab work outs when my goals were to slim (snatch) my waist and grow my glutes.

  2. I was specially told that he does not know how to do to measurements and glutes were absolutely mentioned. I am sure the gym has cameras. If the managers at the gym would review the last day I worked out with him around 8am, you can see that I measured my own waist and also my glutes while he stands there because he doesnt know how to do measurements, per him. Never did he state he could show me how to do them in anyway whatsoever. 
  

  3. The body scans that he wanted me to do were at a completely different business that did not open until 10am. I was already taking two hours out of my day to do this since I live 30 minutes away. Also, those scans would not give me the information on specific growth in my glutes and slimming of my waist. 

  4. I have absolutely lifted heavy previously. A few years ago I was in Golds gym in ************ lifting heavy almost every day. A couple of years before that I was in ****** Golds twice a day every day lifting heavy the first part of the day and then doing stair stepper the second part of the day. Record of this can be found in Golds own system. It had just been a long time, so I wanted support easing back into it. No idea why he stated I had never lifted heavy.

  5. The trainer did not respond to the fact that he had worked out the previous week with clients and in the gym while having Covid and stated multiple times that day that he still not feel good. Again, I am sure Golds gym has cameras and if you look at the last day I worked out with him you can clearly see he is not well. 

  6. I did voice my concerns that I was not getting ab workouts and told the trainer that I did not want the back and arm workouts. I am not a confrontational person, so I tried to be nice about it. But after I got home after our last workout where told he flat out told me that doesnt do abs so cant provide ab workouts and doesnt know how to do measurements I was done. Why am I paying a decent amount of money to someone who cannot do the basics of personal training?

  
  I have emailed, gone by the gym, and left voicemails to try and cancel this and have gotten no response. Not surprising since not once since I let the personal training management know of the issues have they reached out to me via phone. I was only told that I would still have to pay to cancel and they had absolutely no concern for the lack of ability of their staff and allowed their staff to lie in the responses to this when there is video evidence of at least one of the lies. 

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

• Initial Complaint

  Date:04/09/2025

  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 been trying to resolve a billing issue since the beginning of my contract with them. I gave them my card information, and it had apparently hard declined. They asked me to text the manager, ******, a picture of my card, and he said he took care of it. They then withdrew all the money owed straight from my bank account. I texted him and said, thats fine but can we please get this billing card fixed so it will come from the correct card in the future? I even tried to follow up to make sure everything was ok, no response.. It apparently declined again, and they took it straight from my bank account.. I spoke to the Regional Manger via email and asked him to resolve the situation. They got the one month bill from the correct card, but then it reverted back to declining. He said he had had the big boss override it and it would be fixed now. I then received a letter to my old residence saying I was going to put in collections for the amount of the entire contract plus a fee. I reached out to **** ****** again to ask him for help via email, no response. I called the gym they said no one was there, but theyd have someone call me back.. I never received a phone call so I texted to original manager ******. He asked for my name and then never got back to me. I texted him again to try to get a resolution and he texted me Im sorry, I sent the necessary email to the ppl who handle the billing. Unfortunately theres nothing more I can do.I have been charged and have paid. I have tried to resolve this monthly. I now have a collections agency calling me and theres a threat to my great credit. This is beginning to feel like a scam and I am considering seeking legal counsel.

  Customer Answer

  Date: 04/10/2025

  This Golds Gym is located at **************************************

  

  Business Response

  Date: 05/02/2025

  Please review the following response provided by the Personal Training department:

  
  Ms. ****** signed up for personal training on 10.4.2024. ********* was sent to collections due to a payment showing in our payment system as unpaid, this was due to an error within our accounting system. As of 5.2.2025 this payment has been adjusted. Ms. ******* account will be removed from collections.

• Initial Complaint

  Date:02/26/2025

  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 haven't been to this gym in over 4 years. Didn't even realize that they were charging me monthly. I tried to cancel my membership over a year ago. Still, they continued billing me. I canceled the card that was on file. They threatened to turn me over to collection, demanding that I must pay the account balance. My attorney suggest paying the balance. I paid paid balance and was told again, that my membership is canceled. I am still getting charged for a membership that I canceled twice. Now they are telling me that I must come into the gym meet them in person, claiming that they are not allowed to cancel memberships over the phone. I explained that I was told, over the phone, that my membership had been canceled. Why are they allowed to get away with this?They were rude had no interest in resolving my issue. I have been paying their monthly fee for many years unknowingly. They are fully aware that I haven't been to any of their gyms in over 4 years yet still charge, no questions asked. Then threatened me with collections because I tried to cancel. This is wrong. My account # is ********** and my name is **** ***** *******

  

  Business Response

  Date: 03/10/2025

  I have attached a copy of the notes on file for the member's account, along with a log of all in-club payments (receipts).

  To date, there are no signed cancellation forms on file for this account.  To cancel a membership the account holder must visit the facility during administrative hours (Mon-Fri 9am-6pm) or send an email to the ****************** **************************************************************** to complete cancellation protocol.  For in club cancels this includes signing the cancellation form and paying the required 30-day notice.  For email cancels, the email itself is kept on record as proof of cancellation and the required 30-day notice is billed to the information on file.  Neither of the two options were completed for this account.

  Cancellations for standard accounts (not in Collections) are not permitted via phone, this policy has always and will continue to remain the same.  There is no paper trail if completed this way.

  Once the account began to miss payments, the member receives automated notices via email that the payments are delinquent and the subsequent collections eligibility for an account that is overdue for more than 60+ days. Prior to this account being eligible for collections on 01/26/2025, the member received no less than 12 emails and 2 text messages.  The first ten emails are sent on a weekly basis, after the first missed draft.  The subject line for the emails says 'Account Overdue' and notifies the member of the accruing debt and the $5 late fee that will be assessed every 10-days.  The emails go on to state that if the account is overdue by 60+ days, it will become eligible for Collections.  Once this account met that criteria, the member began to receive automated emails with the subject line 'Collections Risk'.  All emails are sent from a DNR server, with the outgoing address of ************************************************************************'.

  Once the account is rendered inactive (i.e. in Collections), a payment made via phone to settle the debt will also allow the membership to be cancelled manually by the billing department.  The member made his payment on 01.26.2025, and the account was terminated.

  No further actions was required on the member's end.

  Thank you.

• Initial Complaint

  Date:02/18/2025

  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 cancelled my gym membership in person with the General Manager. I was told I would get a confirmation email. I email the General Manager to thank him for the cancellation and he responds to it. I continue getting charged for the cancelled membership, so I block the payments with the bank. I am now getting threats to be sent to collections. I would like for the vendor to send a cancellation confirmation email, an apology and for them to not send my account to collections.

  

  Business Response

  Date: 02/18/2025

  This issue was already handled on 02.13.2025, there was no need to submit this complaint as the member's requests were met in full.  The member visited the facility on 01.13.2025 to cancel the account.  The General Manager placed the account in pending cancel status with the required 30-day notice set the bill.  To cancel a month-to-month account, the member is required to complete a paid 30-day notice.  The 30-day notice includes all invoices due to the facility within the 30-days immediately following the request.  For this account, the member was responsible for all invoices due to the facility between 01.13.2025 and 02.13.2025.

  The member did not complete payment for the required 30-day notice, which is why he was contacted by the billing department to collect on the required 30-day notice. 

  The member stated that he purposefully charged back the 30-day notice and would not complete payment.  The Collections Manager informed the member how the debt collection process works, outlined the 60 day ***** period to complete payment for a balance is turned over to collections.

  With that said, because the former ** did not complete the cancellation in-full (did not have the member sign a cancellation form), we counted the debt as a wash and cancelled the account without collecting the owed balance.

  The member has not been flagged for collections nor were they told they were.  The account was terminated on 02.13.2025.

   

• Initial Complaint

  Date:01/31/2025

  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 joined Gold's Gym about 18 months ago under a contract rate that was set to automatically renew after 1 year. I left the area shortly after and sent several e-mail messages telling them I wanted to cancel and not have my membership renew.Each message was ignored and the membership was renewed and they continued to charge me. They're telling me I did not follow the proper procedure for cancelling. I stopped the automatic payments since they would not, and now I'm being threatened with a collection action for not paying. I have not used any of their gyms in over a year.Their procedure requires visiting a gym and arranging the cancellation with a manager. I retired and moved overseas late last year. Am I supposed to fly back to sign their form?I have a lifelong perfect credit file, am 65 and never missed a payment on any *********** a gym chain is threatening to damage my credit file over a $15 monthly dues. All I want is for them to cancel my membership as I have asked for repeatedly and to not impact my credit file as an act of ***** retribution.I am living in ******* now and can best be reached by e-mail.

  Customer Answer

  Date: 01/31/2025

  The Gold's Gym location is at ***********************************************************************. I provided the contact information for ***** ******* in my complaint. 

  Customer Answer

  Date: 02/01/2025

  I got this message to respond to a need for more information about my complaint. I inadvertently clicked the button saying I was opting out of future messages. Can that be rescinded?

  

  Business Response

  Date: 02/03/2025

  The member enrolled online, with a 1-year contract.  As outlined in the signed agreement terms, the membership rolls over to month-to-month status after the 1-year contractual period has lapsed.  The member may cancel the plan by visiting the facility during administrative hours or by emailing the billing department (at any time) to close the account.  

  There is no prior correspondence from the member to the billing department, until his first point of contact with the Collections Manager on 12/31.2024 (please see attached file, bobwoodemail1).  The member initially stated they have never had a membership to which the collections manager responded with a copy of his membership agreement and outlined the cancellation process.  The Collections Manager explained to close the account, the member would be responsible for the existing past due balance and a required 30-day notice.

  Mr. **** reiterated that he would not follow the policy and would simply submit numerous 1 star ****** Reviews and file a BBB complaint, unless the Collections Manager waived the debt and cancelled the plan for free.  The Collections Manager reiterated no action was taken (prior to this point) to cancel the plan, however, if the member could provide any of the prior correspondence he claims to have (i.e. a cancellation email) then he would waive the debt and cancel the account penalty free.  Mr. **** could not/would not provide any documentation, and simply said 'then let the games begin!'. The Collections manager responded that there is no intent to play games and if the member would like to resolve the matter they could.  If the member does not wish to provide any prior correspondence they claim they have or pay the past due balance and 30-day notice, then there will be nothing further to discuss.

  Mr. **** then emailed me (see attachment bobwoodemail2) essentially stating the same thing, if we did not waive his debt he will simply continue to leave bad reviews.  I reiterated the cancellation policy and informed the member I would not engage in an argument with him, as his correspondence with the Collections Manager was already quite erratic.  The member stated he would not do anything to close the account.

  After discussing the terms of the agreement and cancellation policy with both myself and the Collections Manager, the member began emailing again this time making odd comments that they would 'have their associate visit the gym to handle this'.  The nature of the email was intended to come across threatening, then when his behavior was called out he claimed to only be joking and that his associate is 5'2".

  The member was presented with the opportunity to send the previous emails they claim they sent in order to cancel the account.  The member refused to provide documentation which would have resulted in waiving of the debt and cancellation payment.  Because there is no record of an email attempt to cancel (prior to 12/31/24), the standard cancellation policy would apply.  The member took no action to complete the cancellation with the Collections Manager or myself.

  The member is not due a refund and they have also yet to properly close the account.

   

  Customer Answer

  Date: 02/07/2025

   
  Complaint: 22868376
  
  I am rejecting this response because: They cannot justify refusing to let me cancel my membership. I am living in ******* and have made it very clear I want to cancel. They insist I continue to pay monthly dues unless I visit a gym in the U.S to cancel ''the right way''? They have been notified several times by e-mail that I didn't want them renewing my membership, which they ignored to trap me into staying. 
  
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 02/11/2025

  ******,

  You have never been denied a cancellation.  You have simply refused to follow the necessary steps to close the account.  Mislabeling your inaction as the company's wrong doing is inappropriate and a misrepresentation of the issue at hand.

  You were asked to provide the correspondence (you claim to have) regarding an electronic cancellation prior to your conversation with the Collections Manager.  You have yet to produce anything, which would have resulted in the immediate termination of your account and removal of the existing past due balance.

  The cancellation does not require you leave the comfort of your own home, even if in ********  You could have completed the necessary payment via email or phone, OR the 'associate' you wanted to send to the facility could have closed the account on your behalf.

  You made it explicitly clear in your correspondence that you are intentionally engaging in this back and forth for your own entertainment. The team has stated there are no games to be played and they do not want to engage as you have no intention of closing the account the appropriate way.

  The status of the account will remain as is, until the required action is taken on your part to settle the debt.  

• Initial Complaint

  Date:01/16/2025

  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.

  December 16 / January 16 $400 both times Personal **************** Dispute: I had asked for a cancellation of the contract with 3 days of signing. The head of member services at the gym did not stop the contract. The result is me being locked into a shady parasitic 12-month contract. With billing at $400, and them telling me that to cancel it I need to pay them $895.Response: They provided no help, no phone numbers that could reach help, or alternatives. The corporate number goes straight to voicemail with a full inbox, and the local location has proven unhelpful.

  Customer Answer

  Date: 01/16/2025

  The Golds Gym is located at ***************************************

  Customer Answer

  Date: 01/29/2025

  Gold's gym has still not responded to me either. I do wish to continue this inquiry against them as they still continue to attempt to pull from my account illegally since the contract should have been null and void

  

  Business Response

  Date: 01/31/2025

  I have copied the response from the personal training department below:

  Mr. *** signed up for personal training on 12/7/2024. He signed up for 8 sessions per $400 monthly payment. Per the agreement, all cancellations are subject to a fee if they are requesting cancellation after a 3-day grace ******* Cancellations are made through the Personal Training customer service email address. We have not received any cancellation notice from Mr. *** to the cancellation email address. Mr. *** communicated with his trainers that he wished to start his training after the Holidays, but this does not constitute as a cancellation notice. If Mr. *** wishes to cancel his personal training, he can reach out to ****************************************************************************************** to cancel his personal training.

• Initial Complaint

  Date:12/30/2024

  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.

  So I signed up for a personal trainer with golds gym that I didn't really want in the first place. After working with two of the trainers (** and ******) We went over all the goals I would like. After speaking to the two of them and hearing the prices that was (220 dollars a month) I advised that I don't think I can really do that right now. After about 10min of me saying I really don't think I can do this and them pushing me to do it I signed due to them pushing me and pushing me to sign up for one. I advised to them in that 10min conversation that I really don't have the funds to this. Well a week goes by I get a text asking me to call. So I called them and I was told that my first monthly charge on October the 29 was declined due to not enough funds. I told JT "Hey man I told ya'll I really can't do the personal trainer right now my funds are really tight." He then advised to me "OK I understand let me talk to ****** and see what we can do about not doing it." Well 3 days go by and I get charged for the 220 after saying "I CAN'T AFFORD THIS AND REALLY DON'T WANNA DO IT." I then try and try to get a hold of ****** and ** and they don't get back to me until the end of November. At that point I have been charged around 660 dollars before I even get the cancelation email. Also mind you while all this is going on I have never once no trainer had reached out to me or even tried to set anything up. While this whole thing is going on. I now get a email from the cancelation team after BACK AND FOURTH EMAILS FOR OVER A MONTH saying that I was being over charged and that I have pay another ***** to cancel the account on top of being refused a refund and still being charged for the personal trainer while no one is reaching out to me. I'm now out ***** dollars being forced to pay even more money. I also read some of the other complaints here and I see that people where being told "You signed saying we don't do refunds and where told" I know I was never told this.

  Customer Answer

  Date: 01/01/2025

  The Gym is located in ************** zip code is *****

  

  Business Response

  Date: 01/20/2025

  Please see the response from the personal training department below:

  "
  Mr. ******** signed up for personal training on 10.19.2024. Mr. ******** has not had any personal training sessions since he signed up. Mr. ******** reached out to the personal training cancellation email on 11.23.24 asking to cancel and to have his training charges refunded. Mr. ********* personal trainer stated that the last time he had spoken to Mr. ******** was on 11.1.24 when Mr. ******** was coming in for training and did not show, the trainer also stated that he had not heard about any wishes from Mr. ******** to cancel personal training until 12.18.25 when Mr. ********* wife reached out to the club for cancellation information. It took some time to gather information from trainers on Mr. ********* account, during this research period, it was discovered that Mr. ******** had mistakenly been set up with two personal training agreements and that he had been charged an extra $440. Mr. ******** was given the option to put those charges towards the cancellation of his original agreement. As stated within the contract, the early termination policy is a 30-day notice of $220, and 18% of the total agreement cost which in Mr. ********* case was $475.20. The 30-day notice was waived for Mr. ********* and the overcharge of $440 deducted from the final cancellation total making the cost $35.20. Mr. ******** was informed on 12.30.24 that unfortunately we cannot refund any purchased sessions, but that we can schedule him with our trainers to use those sessions.  As of 1.2.25, Mr. ******** has been charged the $35.20 cancellation fee, and his personal training has been cancelled. Mr. ******** is still able to use the purchased sessions for up to 4 months."
  
  

• Initial Complaint

  Date:12/30/2024

  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 have attempted to close my account multiple times, both in person and via certified mail. I visited the gym on Dec 13 and 26 during the stated hours (M-F 9-5), only to be told that the manager was not available. On Dec 14, I sent a certified letter to request cancellation, but I have yet to receive any response from the gym. While I understand the 30-day cancellation process, I have continued to be charged for my membership even after sending the letter. I am requesting a full refund for any charges incurred after Dec 14 and confirmation that my account has been closed.

  Customer Answer

  Date: 12/30/2024

  The gym location is *************************************

  

  Business Response

  Date: 01/06/2025

  Good morning,

  You received electronic communication regarding your cancellation on 01/01/2025, please see the attached file.  The response was slightly delayed as I was out of office from 12.22.24--01.01.2025, which my out of office response stated.

  There was no further action required to close your account.

  Thank you,

  *** *****

  Customer Answer

  Date: 01/06/2025

   
  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:12/23/2024

  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 had enrolled myself and my partner at golds gym *********** on 11/08/2024. We are currently doing the month to month with zero issues. The problems began when we took a free coaching session. My trainer told me he could create a workout and meal plan for $55/month down from the original $60. I told him I only wanted to do 1 month total and he agreed that was fine. It took me reaching out to my trainer for them to provide me with that I even paid for. I tossed that up as a fluke. Skip a week and my partner wanted to do a 1 month program as well. The trainer again agreed and said we signed up for that short program and had free cancellation is we wanted to do it sooner. All we wanted was a workout and meal plan created. Again, same thing happened. Trainer never reached out and it was weeks before they finally gave us what we paid for. My partner arrived for her training session and a different trainer told them we got mislead and all programs are 1 year commitment with a cancellation fine. We reached out to their ************************************************************** email as advised and was told we need to pay $55 fine and $299 fee. Both trainers who signed us up said free cancellation AND that we only signed up for 1 month not 1 year. They willingly mislead us as customers and did not disclose any penalty or cancellation fees as well. Most likely for their own financial benefit. The new trainer that told us about the 1 year program said this is a shady gym and without that hint we never wouldve found out about these charges. I am demanding my account be canceled with zero penalty or cancellation fees. This is shady business practice and false agreement under contract.

  Customer Answer

  Date: 12/26/2024

  Address of location is **************************************

  

  Business Response

  Date: 01/20/2025

  Please see the response from the personal training department below:

  Mr. ********* signed up for personal training on 11.12.24. This agreement was a 12-month agreement, where Mr. ********* has once session a month. Attached to this response is the signed 12-month agreement. This agreement also shows our early termination policy which is EFT Clients may seek to cancel during the Initial Term for any other reason by providing a 30-day written notice of cancellation to GGTNPT; however such cancellation will be subject to an early termination fee equal to $299 or 18% of the total contract value, whichever is greater.
  
  Mr. ********* emailed the personal training customer service email on 12.11.24, stating that the contract had been misrepresented and that he would like a refund, and the personal training agreement cancelled with no penalty. Mr. ********* has two trainers that helped with the agreement and both trainers stated that they provided all the information on the 12-month agreement on signing date, and had attempted to schedule both with Mr. ********* and his girlfriend. With this information Mr. ********* was provided with our cancellation policy on 12.19.24.  The amount for the cancellation would be 30-day notice of $55 and a $299 cancellation fee. The total to cancel would be $354.
  
  Mr. ********* on 12.19.24 reached out disagreeing that there had been attempts to schedule their sessions. Mr. ********* was asked on 12.20.24 to provide any text communications with their trainers. Mr. ********* sent texts to the personal training cancellation email on 12.21.24 that showed that Mr. ********* had been informed that they had signed up for a one session a month plan. After reviewing the information Mr. ********* was again provided with the cancellation policy and fees on 1.8.25.
  
  Mr. ********* was again provided options on his personal training agreement on 1.14.25. These options were to pay the early termination fee and cancel the personal training, continue paying for personal training at $55 a month, or if neither of those options were fulfilled, the account will go to collections if unpaid.
  
  While attempting to come to a resolution to this contract, Mr. ********* has been harassing and threatening employees over the phone. The police have been involved in this matter, and this will no longer be handled in house.

• Initial Complaint

  Date:12/23/2024

  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.

  In September of 2024, I attempted to cancel the membership at Gold's Gym. I was told that because of the type of membership I had, I couldn't cancel until November 22, 2024. I contacted Gold's Gym on November 23rd and was told I had to pay $23.50 plus an additional $73 to cancel and pay back fees.which I paid. I was told with that action my membership was cancelled. On December 11th, I received a text message stating my account was overdue so I called again. The young lady I spoke with was unable to determine why the additional charges were showing and stated my acct showed "cancellation pending". I was told to come in and sign some documents to finalize the cancellation. When I came in, I spoke with the general manager, ******* ******. He ********** other action was needed to finalize the cancellation. On December 13th, I was charged an additional $23.50 and called again. I spoke with a man this time and he also could not confirm why the additional charges had occurred and advised I call back on Monday to speak with the general manager again for more info. I then wrote ******* an email explaining the situation and asked for a response by 10:00 am Dec 16th because I would be out of town and unable to be reached. I received no response by that date. I filed a complaint with my credit card company and the charge was removed. On December 20, 2024, I was charged again for $62.00. I have tried to cancel this membership for 3 months now. I'm requesting that someone review my account, reverse these charges, and cancel this membership. I have never used this membership since I signed up for it and have no need for it. No one can explain why I am still being charged and this has caused a great inconvenience to me. My card has limited available credit and I am out of town and having transactions returned because of these charges.

  Customer Answer

  Date: 12/23/2024

  The location of the Gold's Gym is *****************************************.

  

  Business Response

  Date: 01/07/2025

  I apologize for the delayed response, I have been out of the office due to the holidays and am now catching up on this request.

  To cancel a month-to-month account, the member may visit the facility during administrative hours or send an email to the cancellation department.  Cancellations are not permitted via phone, to ensure the appropriate documentation is on file.  The member must be in good standing (this means any past due balance is to be collected, prior to the standard 30-day notice being paid) before the termination document can be signed.  Assuming an account is in good standing, the member is required to complete payment for the 30-day notice and sign the cancellation form.  The 30-day notice includes all invoices due to the facility within the 30-days immediately following the request.  For most accounts, this is the sum of two biweekly payments.

  After reviewing the details of this account, I see that a part time front desk employee (who does not have cancellation credentials attached to their logins), accepted a payment over the phone for the cancellation payment and never processed the termination (again, this is why we do not allow cancellations without a 'paper trail').  This payment was collected on 11.25.2024 at 11:49am, in the amount of $70.50.  This is the sum of the past due balance along with the required 30-day notice.

  Because the cancellation was not processed the correct way, the system continued to bill the agreement as if it were an active plan.  I have cancelled the account effective immediately and submitted a refund ticket for the payment which has cleared post cancellation attempt.

  In terms of employee follow up, unfortunately neither the part time employee or the Assistant Manager on duty (at the time) are still employed with the company so no record of coaching can be processed.

   

   

   

  Customer Answer

  Date: 01/09/2025

   
  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,
  
  **** ******