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:11/25/2024

  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've been a member at the golds gym *********** since 07/2022. After two years of membership, I decided to sign up for Personal Trainer (PT) program after the manager offered me a free consultation and session. I signed up for 1 session a week for $55 per session. My issue with the PT Program is that there were several instances of the Gold Gym breaching our contract by missing sessions and they did not refund my money or hold any make up sessions. After the first two sessions with my first trainer, he quit. Two weeks later I received a phone call from the PT Manager that he has hired some new trainers. I reached out to the ** manager and asked him if I could make up the 2 -3 sessions that I missed due to my last trainer quitting, and he told me yes, I could. I never made up those sessions. I had 1 session with my new trainer. For my second session, he forgot that we scheduled to meet due to have to take care of some family things after getting off his day job. This happened 2 more times. On the third occurrence of this breach, my trainer didn't show up again, and after working out solo for about 35 minutes. I look across the gym and I see my trainer working out with another client. When I approached my trainer, he said that we can meet up on Friday instead. As of this writing my last session with my trainer was on 10/16. After two weeks of not hearing from him, I decided that the program is not worth the money. I was paying for sessions that were canceled due to no fault of my own. I don't think that it is ethical or professional to expect me to pay all this money when I'm owed 8+ sessions worth of refunds. I was told that I must pay the ~$700 in full and then I will have 3 months to utilize my make up sessions. I want my money refunded. I dont trust that they would be able to meet with me 9 weeks in a row over 3 weeks, when we couldnt even meet on a consistent basis when I was a member of the program. Thy breached the contract first.

  

  Business Response

  Date: 12/04/2024

  Good evening,

  Please see the rebuttal (below) provided by the personal training department:

   

  Mr. ****** signed up for 4 sessions a month starting 6.26.2024. Mr. ******* first personal training session was 7.1.2024. Mr. ****** has had 8 training sessions since signing up for a personal training program. He had a training session on 10.16.2024. Mr. ******* trainer reached out 11.5.2024 to schedule more sessions and did not hear back from Mr. ******* For the duration of his contract Mr. ****** has had to reschedule several sessions, while the trainer has been flexible in scheduling.
   Mr. ****** reached out to cancel his personal training on 10.30.24 and was informed of our cancellation policy which is a 30-day notice of $220 and 18% of the agreement which is $475.20.  Mr. ****** requested a refund for unused sessions, or that amount to be taken off our cancellation fee. Please note that the personal training contract states that the cancellation/refund policy will mimic the gym membership terms and conditions
  The gym membership terms and conditions state that the member has a 3-day rescind period, to cancel any/all contracts and receive a full refund for any monies paid. Once the account is outside of this 3-day ***** period (3 business days), the agreement will adhere to all policies regarding cancellations/renewals/refunds/defaults. To cancel his agreement Mr. ****** must pay the cancellation fee of $695.20. Once the cancellation is paid, we can then cancel Mr. ******* personal training.

  Customer Answer

  Date: 12/06/2024

   
  Complaint: 22577550
  
  I am rejecting this response because:
  
  I have text message receipts of my trainer missing multiple sessions that he forgot to attend. Prior to this, The gold gym went 3 weeks before finding me a new trainer after my first one quit and never made up the sessions even though I requested to have them made up. The trainer never met me when he was being flexible. I dont trust that you all will give me any make up sessions and Im not losing the money for the ones that you all missed. On August 14, I went to my scheduled training session and the trainer did not show up. Same thing happened on 09/25. 
  

  there have been plenty of sessions that were never made up. That you all breached the contract first is the point that Im making.

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

  

  Business Response

  Date: 01/01/2025

  I'm not sure why I received a notice saying I have not responded to the member's complaint; they filed a complaint and received a response, to which they denied to accept.

  I can reiterate the original response as nothing has changed (nor is there further information) to dispute his original claim.

  Please advise.

  Thank you,

  *** *****

  

  Business Response

  Date: 01/02/2025

  Please see the follow up response provided by the personal training department below:

  Mr. ****** has been given opportunities to make up his purchased sessions but has not responded to the trainers reaching out to schedule his sessions.
  Mr. ****** requested a refund for unused sessions, or that amount to be taken off our cancellation fee. Please note that the personal training contract states that the cancellation/refund policy will mimic the gym membership terms and conditions. The contract that Mr. ****** signed states that ****** will not refund any allocated by unused sessions, even with proper cancellation.
  To cancel his agreement Mr. ****** must pay the cancellation fee of $695.20. Once the cancellation is paid, we can then cancel Mr. ******* personal training.

  Customer Answer

  Date: 01/06/2025

   
  Complaint: 22577550
  
  I am rejecting this response because my last training session was on 10/16 and  I submitted my first BBB compliant on 10/26. The trainer didnt reach back out until 11/05/24 asking if I wanted to workout. This company  isnt trust worthy and I dont believe that they will make up the sessions 30 days after I pay the cancellation fee. As I stated in my previous response, Ive gone to multiple sessions where my trainer did not show up and those sessions were never made up. When my first trainer quit there was a 3 week period where the trainer manager did not set me up with a new trainer until he hired my current trainer  I dont want the make up sessions and Im not going to pay for sessions that they missed and didnt make up. Ive asked on several times for making up sessions that my trainer never showed up to. If they cant meet those simple ask how can I guarantee that I will get ALL of my make up sessions. We are looking at 20 missed sessions in total.  A refund for sessions missed is what Im looking for.
  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 01/19/2025

  No one reached out to me about make up sessions. Im disappointed in BBB because you all will allow a business to do whatever they want and get away with cheating customers out of their money. How is it fair for me to pay for sessions that were missed by the personal trainers/gym? I asked them for make up sessions and they never did it. I expected more from BBB. I went against my better judgment thinking that you all would assist in making things right. 

• Initial Complaint

  Date:10/22/2024

  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.

  On May 10 2024 I went to Golds gym in ************. There two guys there they were a trainer and a manager over the trainers in the ********* area we talked about what I wanted to achieve and my long term goals. would be . They told me with a trainer I could get the results that I wanted so i ask will i have the same trainer he said yes. so we had a small work out to see where i was at. So I then decided to join. I then payed for my Membership and decided to join the cost was wow but I wanted that one on one training it was $4,540.29 and I then embarked on this what I thought would be awesome . My wife Passed in Feb so I needed to have some kind of peace. Well the first trainer work 2 days , I then asked and was told they are working on a new trainer. two weeks later i get a call from my New Trainer we set up time to work out { 3 days a week } this lasted maybe a month or two then he tells me he is going back to school . I'm not happy but understanding at this point. So then I wait 3 weeks and get a trainer , We start working out that last a week , and back to not having a trainer . So at this point I'm done with this not having a trainer again my Goals are not be met. Now at this point a week goes , I send a email to Corporate asking for a refund and then i get a email back again telling me they will not refund me . So i said I want a trainer and I don't want someone who will not be there. A day later I get a text From *** the manager at the ********* store telling me he would like to meet and train I said ok great , Monday afternoon I receive a text from him telling me he could not meet that he had a meeting at another club . I sent him a text that was done with the trainers at there Gym. At this point I have no faith in there trainers and want to be refunded my full amount because there program is not good .

  

  Business Response

  Date: 10/28/2024

  I have attached the rebuttal from the training department; Mr. ******** paid in full for a year of personal training on 5.23.2024. For several months Mr. ******** has been training at the ********* location. On 10.4.2024 Mr. ******** informed us that he had several trainers since beginning training, and he did not currently have one and that he would like a refund. As per the agreement signed, we do not refund any paid in full sessions. This agreement has been included.
   Mr. ******** was assigned a new trainer shortly after we received an email. They scheduled sessions on 10.9 and *****. Mr. ******** no showed these sessions, several attempts have been made to contact Mr. ********* yet we have not been able to reach him. Mr. ******** is free to use his paid for sessions at any time.

• Initial Complaint

  Date:09/20/2024

  Type:Order 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 client at Golds ************** since 03 2024. When applying for the personal trainer program, I met with the manager **** and he was clear with me that my schedule would be accommodated as the only opportunity I had to train would be at 11:00 pm. I receive 10 sessions a month at about $50 per sessions but I am charged monthly $450. The sessions are 30 minutes. The first trainer I was assigned slept through our 2nd and 3rd scheduled appointment and then promptly quit. I was then assigned a temporary trainer and met with him about 2 times before receiving my second trainer. My second official trainer started with me 4/18 and quit the end of June. This is where the problems started again. I originally reached out to the ptcancels email assigned for Golds and was told I would have to pay the months payment $450 plus 18% of my contract to cancel bringing the total to $1017. There isnt a payment plan. You have to pay it all in 1 ******** 7/13 I finally received my first communication from the new trainer who stated her time frame 4pm-11pm. This timeframe doesnt work because I need an appointment from 11pm to 11:30. We schedule an appointment anyways and she says on 7/22 we wont be able to schedule any more because of the time frame. I cancel that appointment because a 30 min appointment is only enough time to meet and learn each other and a waste of a session if it long term. I email ptcancels again on 7/22. From this point on Im given a run around between this email and the manager ****. They refuse to cancel my contract despite the fact I havent got a trainer. On 8/6 Im accused of refusing a new trainer and that if I dont pay they will send me to collections. 8/9, **** group texts me and the trainer and says we arent communicating. 8/12 the same trainer schedules with me and then cancels on me 2x then tells me shes unable to train me. 9/3 and 9/11 I email ptcancels and ****. No response since. I have 30 built up sessions and 9/2, 10 expire.

  

  Business Response

  Date: 10/03/2024

  Please see the response submit from the personal training department:

   

  Ms. ******* signed up for 10 personal training sessions a month starting on 3/26/2024. Her availability was only available to train after 11 PM.  She was started with a trainer who had to change availability and was no longer able to train at 11 PM. She was assigned a new trainer who also did not work out for her training. Due to the unfortunate starting circumstance accommodations were made for a more experience trainer to conduct her training until a new late-night trainer was hired.
  Ms. ******* sent an email to cancel her personal training agreement on 7.2.2024. Please note that the personal training contract states that the cancellation/refund policy will mimic the gym membership terms and conditions. The gym membership terms and conditions state that the member has a 3-day rescind period, to cancel any/all contracts and receive a full refund for any monies paid. Once the account is outside of this 3-day ***** period (3 business days), the agreement will adhere to all policies regarding cancellations/renewals/refunds/defaults. She was informed that our cancelation policy to terminate an agreement early is a 30-day notice of $450 and 18% of the agreement which is $567. The total would be $1017. 
  Ms. ******* was assigned to work with a new trainer on 7.13.2024. Many attempts were made to schedule a session, with cancellations from both the trainer and Ms. ******** Ultimately the trainer had to change availability which prevents her from training at 11 PM. Currently there are options for more experienced trainers to train Ms. ******* if she so chooses. Otherwise in order to cancel personal training the total of $1017 must be paid.

  Customer Answer

  Date: 10/03/2024

   
  Complaint: 22298775
  
  I am rejecting this response because:
  

  The only time i cancelled on the last trainer, ******, was because she told me it would be the only session she would be able to have. I have not canceled or rejected any other sessions since. This was explained throughly to both the manager and the email system. I was falsely accused of refusing to work with the manager despite my attempts. I even sent the screenshots to the manger to reduce confusion and never received a response.

  Golds gym has not made any other attempts to schedule a trainer for me since ****** quit despite me reaching out several times. Because I did not pay the termination fee when I originally reached out, I have been an active member and should have been scheduled on the books regardless of my inquiry of termination.
  

  I have over $1,300 worth of sessions Ive already paid for that Im unable to use because Golds gym has not scheduled me nor contacted me back in any way other than to request more money. 10 of those sessions were set to expire 9/22 at no fault to me, but definitely at fault to the company for not responding and the trainer they assigned me who made multiple appointments with me and then canceled on that same day. 

  Im asking that the sessions that are unused be removed from my account and the money Ive spent on them to take care of the termination fee. This actually puts me at a loss instead of the company and removes the company from the responsibility of finding a trainer who meets my time restrictions. 
  

  I will not pay another thousand dollars to terminate when this company is not withholding their side of the contract. 
  

  I will not accept a new trainer when the company has not responded to my multiple communication efforts in over a months time. 

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

  

  Business Response

  Date: 10/22/2024

  Ms. ******* received her options on October 11, 2024. The options are as follows:
  Option one: we can refund the $900 back to your card and continue to collect the full $2700 remaining on your account.  If we do not collect, it will be sent to collections.
  

  Option 2: we will keep the $900 that you paid and cancel your agreement today and you will not be required to pay anything else. This saves you from paying the 18% cancellation fee (as outlined in our prior correspondence) and the 30-day notice. This would leave you with 55 sessions to use over the next 4 months.
  

  In response, Ms. ******* then asked if we would provide her with training, she was informed that with one weeks notice we will have a trainer for her should she choose. Ms. ******* responded on October 19th, 2024 that she would like to cancel. As of October 22nd, 2024. Her personal training has been cancelled.

  She can use her 55 sessions at any time over the next 4 months provided we receive a weeks notice to wanting to start her training.

  Customer Answer

  Date: 10/24/2024

   
  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:09/10/2024

  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 signed up for Personal Training with Golds gym in ******** on June 13th. I never received a copy of my contract. I was charged first and last month on that day. By July 15th I still heard nothing from them. I was never contacted. So I sent an email. No response. That is when I began calling. I finally left message with the front desk at one point. I received a text message back on July 25th admitting that I slipped through the cracks.I gave my availability to start. Then I didnt hear back from them for another 2 weeks. I followed up via text message. Finally I heard back and scheduled a session. The session was 26 minutes of weight machines at the gym that already has instructions on them. This is not what I signed up for. I can read. I was sold personalized training and received essentially a tour of the weight machines. Im fed up. Id like to cancel. I sent an email to cancel. I have heard nothing back. I have called the gym. Nobody answers. I called another location and received the phone number for the PR manager. He said he would look into this and send me my contract. I still have not received my contract and he has now quit. I want my money back! I want to cancel.

  

  Business Response

  Date: 09/30/2024

  Please see the response below, from the personal training department: 

   

  Mrs. McKinneys Personal training agreement was signed on 6.13.2024. Due to lack of communication, Mrs. ******** had one Personal Training session on 8.16.2024. Mrs. ******** then sent an email to cancel her membership and receive a copy of her agreement on 8.27.2024. On 9.9.2024 she was sent a copy of her agreement. Please note that the personal training contract states that the cancellation/refund policy will mimic the gym membership terms and conditions.

  
  The gym membership terms and conditions state that the member has a 3-day rescind period, to cancel any/all contracts and receive a full refund for any monies paid. Once the account is outside of this 3-day ***** period (3 business days), the agreement will adhere to all policies regarding cancellations/renewals/refunds/defaults. However, due to the circumstance, we cancelled her agreement on 9.13.2024 with no early termination fee, with all remaining sessions being unusable.

• Initial Complaint

  Date:09/09/2024

  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 have gone into the ********************************* gym location several times to cancel my membership. I live an hour and a half away so it is out of my way each time. Every time I have gone in they have said a manager is not there, therefore I am unable to cancel. Not to mention, the woman working the desk this afternoon was just watching videos on her phone both times I went in and didnt not acknowledge me to which I had to say something to get her attention.

  Customer Answer

  Date: 09/11/2024

  Golds gym address: ***********************************

  

  Business Response

  Date: 09/17/2024

  Hi *******,

  You emailed the billing department on 09.06.2024 at 3:17pm asking to close the account, I responded to you on 09.06.2024 at 3:37pm notifying you of the pending cancel status and the final two draft dates.  You responded 'thank you' and the conversation ended.  I cannot speak to what took place at the club level as I do not work onsite, however, your request (to me) was worked within 20 minutes.

  No further action was required on your end.

  Thank you,

  *** *****

   

  Customer Answer

  Date: 09/18/2024

   
  Complaint: 22251660
  
  I am rejecting this response because:

  that is correct. I did email and I am appreciative I received a response. However, this was after going to Golds in person several times after being told that was the only way I could cancel, until a young man told me otherwise. This needs to be addressed with the staff working the front desk as the manager is very hard to get a hold of and appears to always be gone. I shouldnt have had to come in person on several different instances before I received any help. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:08/22/2024

  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.

  I enrolled in personal training through golds gym at a rate of 50$ per session. 2 sessions per month. Upon signing the agreement I was unaware of any cancellation fees. And No Fee is mentioned in the document that was signed. When requesting to cancel my payments in person. I was told I had to contact them via email. The contract states a 30 day notice is required to cancel. However it does not state any fee. The email I sent was responded to stating there was a 100$ 30 day notice fee. And then a 300$ cancellation fee. When I asked if I could contact them via Phone call. They claimed they would call me and have not once After weeks of emailing back and forth and waiting for any sort of response. *** decided to file this complaint. Because I continue to be charged for services that Im requesting to be cancelled.

  

  Business Response

  Date: 09/03/2024

  Per the agreement terms, the member is responsible for all invoices due within the 1-year term.  Although the personal training contract states that the member (******) is required to pay 20 invoices at $50.00 each, a buyout option was offered to make the cancellation as cost effective as possible.

  In lieu of holding ****** to his agreement terms (paying all 20 invoices), the personal training department extended the current cancellation fee of 18% of the remaining invoices, to close the account.

  To cancel the PT contract early, the member will need to complete payment of 18% of the agreement balance.

  Cancellations for personal training will be completed with the personal training department.  ****** may follow the email instructions provided, during his correspondence with the PT department.

  Customer Answer

  Date: 09/05/2024

   
  Complaint: 22180315
  
  I am rejecting this response because: according to the previous response from Golds gym. I am asked to pay 18% of the total of the remaining payments to cancel the contract. Having made 12 of the 20 payments agreed upon, I have 8 payments remaining. At 50$ per invoice this would mean I have a remaining balance of 400$. 18% of the remaining 400$ would be 72$, which I am prepared to pay. But according to the response I received via email upon my request to cancel. I was asked for a 100$ 30 day notice fee and a 299$ cancellation fee. These are completely different statements made at two separate times regarding the same matter.  So I am confused as to which is the correct one. 
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 09/23/2024

  Good morning ******,

  I am responding as an intermediary as I do not work in the personal training department, this is simply being said as a reminder that the handling of your PT package (cancellation) will need to completed with the personal training company.  The cancellation policy states that the member can pay the early termination fee plus a 30-day notice or 18% of the agreement balance along with the required 30-day notice.  The member will be responsible for whichever amount is greater.

  Thank you,

  *** *****

• Initial Complaint

  Date:08/13/2024

  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.

  I got a trainer at Gold's Gym Chattanooga on March 2024 The charge was $250 for the first month then $200 onwards. At the end of the first month, I informed the fitness manager, ******, that I would like to cancel my training because I could not afford it anymore. He told me he required a 30-day notice so I told him I would pay for April. He assured me that my training would then be canceled. I moved out of ******** in May but received an email at the end of June that I owed Gold's Gym $600. I also received an email from the collections manager, ***** saying that my account would be sent to collections. Upon corresponding with ***** he provided the cancellation email. I emailed them that the manager had verbally assured me my account was closed. They said that I had to cancel in writing, I therefore asked to cancel and told them that the $600 being asked of me was a mistake. At the end of July, I was contacted by a collections lawyer representing Gold's Gym saying that I owed $2200. ***** then called me saying that if I paid Gold's Gym $800 plus $329 in fees they would close my account. He took ******** side despite me sharing screenshots with ****** showing that the cancellation link was never sent to me This is predatory behavior by Gold's Gym.

  Customer Answer

  Date: 08/16/2024

  Hello ************************* is not clear what information I need to provide for clarification. 

  Please specify. 

  Thank you. 

  Respectfully, 

  ****** *****

  Customer Answer

  Date: 08/20/2024

  Gym location (Street, City, State)  

  Golds Gym 

  ************

  ***********, *** 37402

  

  Business Response

  Date: 09/16/2024

  Please see response below, this is the rebuttal submit from the personal training employee involved with the account:

  ****** ***** signed a 12 month agreement with Golds Gym for Training in March, he came in about a month later to cancel saying he was moving soon so I went through the cancellation process, provided him the cancellation email, and told him everything he would need to provide to them to cancel his agreement for relocation and avoid paying the early termination fee. When I saw his account was delinquent a month later I reach out to check in, and he informed me he was still living in *********** and just couldn't afford it. I then went through the cancellation process if he is not relocating but never received a response until seeing this complaint several months later.

   

  Personal training cancellations for relocation (requiring proof of move) are processed differently than those simply wishing to cancel their contract due to non-use or financial.

   

  Customer Answer

  Date: 09/19/2024

   
  Complaint: 22121202
  
  I am rejecting this response because:
  While I did attempt to cancel after a month, it was explained to me by ******, the fitness manager that they needed a 30 day notice to cancel. No other infomation was provided. I was not given an email address to send my cancellation. I continued my training for an additional 30 days after giving ****** a verbal notice of my cancellation. After this, I expected my account to have been cancel. I came to find out months later that the fees were still being piled on months later. 

  Per my texts provided, I challenged ****** that he did not give me an email address to send my cancellation. He simply claims that he did, therefore the company took his side with no regard from my statements and charged me for all the additional months on top of extra cancellation fees and even attempted to use a law firm to send me to collections. 

  I eventually paid to avoid the headache. My gripe is that this business has no regard for its customers, ****** the manager lied, and they will continue these predatory practices on their customers in the future
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 09/25/2024

  Good afternoon ******,

  I understand your statement, with that said, I am simply responding as an intermediary between the training company and yourself.  The cancellation was processed and no further action required on your end to close the PT account.

  Your statements have been escalated to the owners of the personal training company (this is a separate business from Gold's Gym Tennessee), to address with their employees.

  Thank you,

  *** *****

• Initial Complaint

  Date:07/29/2024

  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.

  I signed up for a physical training membership at my local Golds Gym for a $110 a month and have not been contacted by a physical trainer once. After the first month and no contact I decided to cancel. I called and was informed I would have to email them at *************************************** I did that and was informed that I'd have to pay $299 cancellation fee up front with a 30 day notice meaning they can charge my account again for a membership i am trying to cancel, none of which was explained to me upon signing up just a man summarizing pages and having me sign. I was also informed someone would reach out to me to do the sessions I've already paid for. Another month went by $220 spent so far without any service or call or anything. I reached back out to them this week advising them that it has been 2 months without service and to either cancel my account and use the money I've already paid and received no service for, for their "Cancellation Fee" or I would be filing a complaint with the BBB. They stated the cancellation fee would not change and they will have someone reach out for the sessions I haven't received. By the time this is resolved, if the BBB is able to help me I'll have paid $330 in total with no service provided more then covering this "Cancellation Fee" please help me resolve this.

  Customer Answer

  Date: 07/29/2024

  Gold's gym located **************************************

  

  Business Response

  Date: 08/13/2024

  Good morning, I apologize for the delay, we've had a few members of the training team on PTO and I was awaiting their return to collect all pertinent information.  After researching the members concerns, I was able to collect the attached info (please see attachment).  This includes the email thread between ****************** and the personal training department, along with a statement from the Regional Manager for ********* training.

  After enrolling with a PT package, the personal trainer assigned to ********************** account attempted to contact her via phone to book the sessions.  The trainer (at the time) was unable to get in touch with the member, therefore the sessions were not scheduled.  Once the personal trainer no longer worked for the company, his book of clients was given to the Regional Manager to contact/reschedule.  Because they had not heard back from ******************, her contact information was not included on the list of clients to call-- as she was never scheduled to begin with.  The booking of her sessions unfortunately slipped through the cracks as there was no communication between the facility and the member. 

  Once the issue was escalated/brought to light, the personal training department attempted to schedule the pre-paid sessions for ****************** as well as offered a free month worth of training to offset the error in communication that happened prior.  The training department explained (see email attachment) that the account cannot be cancelled for free, but that they would make sure any unused sessions were booked along with a free month of training as well.

  The cancellation can be processed in accordance with the agreement terms, and the unused sessions (along with free month) can be booked at any time.

  Thank you,

   

  *****************

  Customer Answer

  Date: 08/14/2024

   
  Complaint: 22050363
  
  I am rejecting this response because:

  When in person at that free session, the physical trainer they contacted, said he was going to set me up with a female prior marine and she will give me a call, I was not provided with any contact information nor was I told to call and set up the session. I recieved no missed calls or voicemails regarding the service I had signed up for. 

   

  When I went in to just cancel, because $110 a month is a lot of money to not recieve service for and it had already been a month since I signed up, I informed the employee at the front desk I had recieved no service and would like to cancel. He provided me with the email to cancel and said he would have someone reach out about why I haven't recieved my sessions. No calls came I emailed and was told it would cost $300 to cancel which I could not afford at the time so I just waited for this call to do the session I paid for and recieved none. 

   

  I was reached out to finally after submitting this complaint and instead of trying to move forward with canceling they wanted to talk me into staying on which after saying please just cancel this 2 times on the phone he then offered the "free month" instead of just canceling my membership and taking what I paid and recieved no service for to cover the ridiculously high cancellation fee.

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

  Customer Answer

  Date: 08/14/2024

  I attached proof of my account being charged at least $440 for this pt membership, and I am more then willing to provide my call log if they provide the phone number and dates of which this trainer supposedly tried to reach out to schedule these sessions. As well as voicemail log as I didn't recieve any voicemails regarding personal training since I signed up for this membership. 

   

  I recieved no contact regarding the sessions until the complaint was filed. If I pay the cancelation fee of $299 plus the 30 day notice, that is them just charging my account another $110, I will have paid this business $849 for no service. I do not want these sessions I want this account canceled at no further expense to me, this is very bad business especially with the only evidence being an email, and expecting me to still pay this fee, after $440 with nothing.

   

  

  Business Response

  Date: 08/20/2024

  Good morning *******,

  After reviewing the statements from the personal training company (separate from Gold's Gym), communication between the training team, and your email requests, Gold's Gym TN has determined that your request is valid and the personal training agreement should be terminated effective immediately.

  I have cancelled your contract and bypassed the terms of the agreement to which you originally signed.  The personal training contract is no longer valid and no further charges will draft to your account.

  Thank you,

  *****************

  Customer Answer

  Date: 08/20/2024

   
  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:07/11/2024

  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.

  I moved out of the area and have been trying to get in contact with the Golds Gym located on ********************** to cancel my membership. I sent my request in writing via email on 6/9 to the email address listed on their website, and a follow up on 6/14 with no response to either. I have tried calling the number they have listed as well with no luck getting through and no option to leave a voicemail as the mailbox is full. They auto draft $10.50 bi weekly.

  

  Business Response

  Date: 07/11/2024

  The cancellation request was sent to the gym's email address, not the cancellation email address ***************************************************************** with that said, the account was terminated once the required 30-day notice was complete.  The member is responsible for a paid 30-day notice, as outlined in the agreement terms (see attachment).  

  The member was billed the required two biweekly invoices (30-day notice), and the account was terminated.  I see no error in the cancellation of this account, however, if an employee from the gym processed your request and forgot to respond to the email then I can follow up with the gym staff to ensure appropriate communication is given in these circumstances.

• Initial Complaint

  Date:11/22/2023

  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 attempted to cancel my membership back in October when I moved from the area. I talked to the associate and one said I had to send in a letter saying I want to cancel. I sent the letter and the "manager" said they never got it. I sent another letter but I certified it and sent the picture of proof. They're saying they still didn't get it and lied and said it can be don't over e-mail which they never mentioned. I pay $7 a month for a stupid membership. They are ***** pinching me and are continuing to charge me per month after I moved OVER A MONTH AGO. My ask is to cancel my membership over a month ago!! The manager is unprofessional and they are charging me money necessarily.

  

  Business Response

  Date: 01/23/2024

  ****************** enrolled with Golds Gym in August of 2022. At that time a copy of his agreement was emailed to him containing all relevant information for using, maintaining, and cancelling his account.

  
  In Oct of 2023, ****************** closed his checking account but did not cancel his membership resulting in a past due balance. When notified ****************** was extremely rude and demeaning to staff members and proceeded to escalate his issue until finally succumbing to the stated policy and properly canceled his account off and paid the past due.

  The matter was considered closed as of 11/28/23

  Customer Answer

  Date: 01/29/2024

   
  Complaint: 20902250
  
  I am rejecting this response because the response doesn't address the nature of the complaint and simply redirects the impetus in which it's directed.  Furthermore, I trust this correspondence finds you well. I am writing to bring to your esteemed attention certain inaccuracies in Golds Gym's response to my membership concerns. It is imperative that these discrepancies are rectified to ensure a fair and accurate representation of the situation.

  
  Firstly, the assertion that I closed my checking account in October of 2023 as the primary reason for the membership closure is inaccurate. I wish to clarify that the decision to terminate my membership stemmed from my relocation. Despite multiple attempts to communicate this vital information to Golds Gym, I encountered a series of conflicting messages from staff members, which regrettably led to the delay in canceling my membership.

  
  Secondly, the statement claiming I was "extremely rude and demeaning" to staff members is grossly misleading. I would like to specify that my interactions were conducted with the utmost respect and courtesy, except in the case of one individual, ************** is regrettable that I had to escalate the matter due to his persistent provision of incorrect and conflicting information. My intention was not to be confrontational but rather to seek clarity and resolution.
  I request that these clarifications be duly noted and reflected in the records. Accuracy in such matters is paramount, and I trust that the Better Business Bureau will ensure a fair assessment of the situation.
  I anticipate your prompt attention to this matter and appreciate your commitment to upholding standards of transparency and fairness.
  
  Sincerely,
  
  *******************************