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Business Profile

Fitness Center

Gold's Gym International, Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fitness Center.

Important information

  • Customer Complaint:
    The BBB complaints and customer reviews reflected on this BBB Business Profile are for the corporate-owned locations only.

    A portion of Gold's Gym locations are owned and operated by individual franchises. These locations are separate legal entities and are responsible for addressing their own BBB complaints and customer reviews. Consumers should be able to locate a separate BBB Business Profile for a franchise location by searching on bbb.org.

    Consumers are encouraged to review their contract to determine if their agreement is with a location that is owned by the corporate office, or if it is owned by a franchise entity.

Complaints

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

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Gold's Gym International, Inc has 34 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/20/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I signed up for a trial in 2022 and was told that it was an actual membership. I went in person to fill out a cancellation form and thought all was done. When I checked into my secondary account that I do not use often, I noticed I have still been charged monthly. When calling the gym, they claim they can't find the form and so there is nothing they can do. I have been charged well over $1300 and they state I will be charged again next month even after giving written cancellation info AGAIN. I will not be satisfied until I get a full refund, especially since they can see I never picked up a key card or have been an active member.

      Business Response

      Date: 02/24/2025

      February 24, 2025


      RE: ******* ***
      Case #********

      To Whom it May Concern,

      I am in receipt of Ms. **** online BBB complaint regarding her Golds Gym membership, and the refund of membership dues shes requesting.

      Per Ms. **** Golds Gym Membership Agreement, which we have taken the liberty to attach for reference, she is required to provide Golds Gym with a 30-Day written notice if she wishes to cancel her membership. The terms referenced are the same terms and conditions Ms. **** was required to read and agree to at the time of her membership purchase in July 2022.

      Our records confirm that there is no indication of a cancellation request being submitted by Ms. *** prior to the cancellation we did receive in writing dated February 11, 2025. For this reason, her membership was active and billing monthly for membership dues since the start of her membership in July 2022.

      As a courtesy, we have terminated Ms. **** membership waiving the required 30-Day notice as a courtesy making her termination date of her membership on March 10, 2025. However, Ms. *** is not eligible for the refund she is requesting as there is no record of a cancellation being requested prior to February 11, 2025 and we do not bill based on a members usage or check in history.Additionally, it is Ms. **** obligation and responsibility to review her financial records to verify correct amounts are being drafted, and to notify Golds Gym promptly, and within 90 days of any charges she feels may have been processed erroneously. These outlined terms are also included in Ms. **** membership agreement.

      Thank you for allowing us the opportunity to respond to Ms.**** concern.

      Sincerely,

      ***** **********
      Senior ************* Manager

    • Initial Complaint

      Date:01/31/2025

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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 July of 2024, I went into Golds Gym located at ******************************************************** to cancel my existing membership. I filled out the necessary paperwork and was advised by staff that my membership would expire the following month, so I would be charged for August. After August, I continued to be charged every month. I have contacted the gym several times. Each time I have contacted Golds, I was advised that my account was cancelled, and they were not sure why I was being charged. I was directed to email the manager and sent an email detailing the situation; however, no response was received. I contacted my bank and had the charges refunded. My bank no longer allows Golds to charge my card. It response, Golds gym now sends me nonstop automated calls asking me to update my billing information.

      Business Response

      Date: 01/31/2025

      To Whom It May Concern:

      Mr. ****** is receiving collection notifications for an $80 past due balance that was assessed as a result of the transaction disputes he initiated with his financial institution. Mr. ****** attempted to dispute 4 months of membership dues with his bank and because of this, his account was assessed a $20 fee per disputed transaction.

      Gold's Gym received Mr. ******** cancellation request in July 2024, however, Mr. ****** was still in contractual obligation at the time and was not eligible for termination. Per the attached agreement we have provided for reference, Mr. ****** agreed to pay monthly membership dues through January 25, 2025, at which point his membership would convert to a Month-to-Month unless Mr. ****** requested cancellation.

      At this time, we can confirm Mr. ******** membership was scheduled for cancellation when he requested it in July, however the cancellation was processed to be effective at the end of his contract (1/25/2025) per the terms of his agreement. Balance notifications to Mr. ****** will cease once he pays his balance in full and brings his account current. 

       

      Customer Answer

      Date: 02/04/2025

      Staff continuously misrepresented the terms of my contract: I was told I could not use the facilities after August and was assured I would no longer pay after August. I called several times and staff maintained this position. Please train your staff to correctly communicate contractual obligations and provide members with a copy for their records. Nevertheless, I have reviewed the business response and accept this resolution. 

    • Initial Complaint

      Date:01/28/2025

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My 12 month contract had expired with golds many years ago and I decided to still go there. This past year I started to try out with this new gym and decided to try and manage both. As I was managing both there was a time when I got a new debit card number issued due to fraud, I didnt go to Golds at all, and I was unaware of the membership and card decline fees. There were several decline fees and the question is, why does a business have a system that charges the same previously declined card after a contract has been completed? How come the consumer has to take responsibility for a service that they werent no longer using?I tried to reach out about getting this done and my efforts were ignored by Golds. I want the fees to be waived for a consumer shouldnt be held responsible for a system that doesnt recognize that a card has been declined several times and instead keeps on charging it. Thank you **** *****

      Business Response

      Date: 03/05/2025

      March 5, 2025


      RE: **** *****
      Complaint ID: ********


      To Whom It May Concern,

      I am in receipt of Mr. ****** online BBB complaint regarding his Golds Gym membership, and the billing adjustment / balance waiver requested.

      Per the terms of Mr. ****** Golds Gym Agreement, the following terms were presented to him at the time of his purchase to which he agreed to and consented. These terms will address Mr.****** concerns as it relates to his membership account:

      Notice of Dues Renewal:  This Membership Agreement (the Agreement) will renew automatically on a month-to-month basis at the end of the initial membership term referred to above.
      Per this notice, Mr. ****** 12-month term automatically renewed on a month-to-month basis and is the reason why he continued to bill for his membership dues. Mr. ****** failure to utilize the facilities or services of Golds Gym does not automatically cancel his membership or void original terms he agreed to, including payment of dues. All terms and conditions still apply even after a member meets any contractual obligation, and those terms exist until a member provides Golds Gym with written notification of their intent to cancel. his membership with Golds Gym.

      LATE CHARGE: If we do not receive a payment by the due date, we may charge you 5% of the unpaid amount of the installment, or $25.00, whichever is greater.
      Per this notice, Mr. ***** agreed and understood that should his bank decline payment of his bi-weekly dues, he would be assessed a fee for those efforts. As such, Mr. ***** was assessed a decline fee for each membership dues that his bank declined payment for. This fee is not assessed every time we attempt billing, it is assessed according to his bill schedule.

      At this time, Mr. ****** account is closed and in good standing per his payment of $249.20 made on February ******.

      Thank you for allowing us the opportunity to respond to Mr. ****** BBB complaint. We hope this helps address and resolve any concerns brought to your attention.

    • Initial Complaint

      Date:01/12/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Dear *********** am writing to formally address an issue I encountered with the General Manager (**) and his team at **********. I have been a loyal member and have trained at this facility for over 8 years and other locations for over two decades. Recently, I was approached by the **, who accused me of training customers and receiving payment for it. This accusation is unfounded, as I do not engage in personal training for monetary gain. The individuals I work out with are friends and fellow fitness enthusiasts. We are simply workout buddies who share a common interest in fitness.The GM's approach and the subsequent threat of revoking my membership were unwarranted and have made me feel threatened. The intimidation tactics employed by the ** and his trainers were unjustified and unprofessional. If the ** and his team are experiencing issues with meeting their performance metrics, this should be addressed as a training matter within their team, rather than harassing and blaming loyal gym members.I would like to formally file a complaint and request a cease and desist of the aggressive harassment and threats I have received from the management staff. It is my hope that this matter can be resolved amicably and that I can continue to enjoy my membership at Gold's Gym without further incidents.I work at Fortune 500 company as a business director. I come to your facility to relieve stress and not to get harassed by your fellow staff members. Thank you for your attention to this matter.Respectfully,*** ****** Member id: ************

    • Initial Complaint

      Date:12/09/2024

      Type:Billing Issues
      Status:
      Unanswered
      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.
      Gold's gym called me to collect a certain amount ($94.11) from me and ($148) from my son ******* ********* (11 years old), which they said was the monthly gym membership fee (Gold's gym). The amount was disputed by my bank because the gym deducted the amount from my bank account after I canceled the membership a month before the pay date, and it was returned after I got my money back from them through my bank. Now they have transferred the case to the debt collectors' company (************************* P.L.L.C. P.O. Box ****** Holladay, UT ********** Phone: ************ *******************) to demand that they hand over this amount. The debt collector keep calling me frequently and bother me to collect this debt.

    • Initial Complaint

      Date:12/09/2024

      Type:Order Issues
      Status:
      Unanswered
      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.
      My daughter ****** 17 yo signed up for a annual membership at Golds Gym at ************** She thought it was a monthly subscription She used her teen-Venmo account She lied about her age enrolling as a 21 yo She did not inform me of this action Golds Gym is collecting her membership fee from her Venmo account I have closed that account I have contacted the Gold Gym corporate office in ****** Tx to request termination of this contract.They asked for ****** to submit her request in writing ****** submitted the request x 2 via email.I have contacted Golfs gym at the Quarry x 8, sent over 6 emails and called over 10 times with no resolution to this issue.I am requesting the contract be terminated based upon the following ****** is a minor ***** does not allow recurring subscription charges ****** mistakenly signed up for the wrong membership ****** lied about her age We are moving to ************** ****** has health issues making regular gym. Embership untenable

    • Initial Complaint

      Date:12/02/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 10/28, I went in person to cancel my membership and was not informed of a 30 day notice, the informed me my cancellation was submitted but it indeed was not. On 10/30, I was billed $59.64 for the month. I called and asked why I was billed, a different employee told me that there is a ********************************************************************************** an email to send my cancellation request. I sent the email to cancel my membership but since I sent the email a day after my billing date, I will now be billed for an additional month and have been paying double gym charges for two months now because I had signed up for a company membership that goes through a third party. Golds Gym does not educate on how you can cancel your membership nor inform you about the 30 day notice. They run an extremely scammy operation, making it next to impossible to cancel your membership.

      Business Response

      Date: 12/04/2024

      December 3, 2024

      Consumer: ******* ****
      Case# : 22629010

      To Whom It May Concern:

      I am in receipt of Mr. ***** online BBB complaint regarding his Golds Gym Membership and his dispute pertaining to the cancellation policy.

      After further review of Mr. ***** Golds Gym account our records show that he agreed to a ********** monthly membership agreement twice (The first agreement sold on 6/5/2023 and the second agreement sold on 7/29/24), which would make him responsible for a 30-day notice written notice that is implemented in the attached signed agreement.

      Furthermore,our records show when Mr. ***** membership cancellation was entered on 10/28/2024 through the online cancellation portal by the gym, he was sent a confirmation email to his email on file (Also attached) confirming that his last billing date was scheduled for 11/29/24 and the termination of the membership would be 12/29/24 per the 30 day notice. There is no record of a prior cancellation before 10/28/24 and if Mr. **** has written proof of his prior cancel, as is required per his agreement, we are more than happy to review. Please have him send to **************************************** for review.

      At this time Mr. ***** membership is set to terminate as of 12/29/24 per the original cancellation dated 10/30/24 with the required 30 day notice and there is no refund warranted as we have already collected the valid charge from 11/29/24 of $59.54 for his last billing date.

      Thank you for allowing me the opportunity to respond to Mr. ***** online BBB complaint.

      Sincerely,

      ***** **********
      Senior ************* Manager

      Customer Answer

      Date: 12/04/2024

      I am rejecting this response because: If my cancellation was indeed processed on 10/28, before my billing cycle, then why wouldn't the 30 day notice suffice at the end of November. Your front desk confirmed to me last week that I will no longer see any charges other than my November charge. Yet another lie of the many i've heard since this nightmare of a process began two months ago. Pretty convenient to NEVER bring up a 30 day notice until it's time to go. 

      l've never seen a company completely disregard a valid complaint like Gold's. I mean for gods sake, we're talking through the BBB... that is how non existent the support for this has been. 

    • Initial Complaint

      Date:10/07/2024

      Type:Product Issues
      Status:
      Unanswered
      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 paid info for a one-year membership that is 12 months. I was only able to use about 8 months before they closed down. Once they open back up I requested a refund they denied that and then after a lot of back and forth back and forth back and forth the assistant GM at the location where I originally joined said that they can honor 3 months of reactivation when I am ready. There was never any expiration date put on this just said when I'm ready. So last week I was ready I called the gym the general manager told me I need to contact customer service in ****** so I did they said nope we are not honoring what we told you. I kind of known this was going to happen because gold's gym is not ethical nor do they stand behind their word. So at this point if they're not going to honor that then I want my refund of $300. Because I'm flexible I will still take the three month reactivation but they have denied that. The customer service agent I spoke to at ********************** refused to let me speak with a supervisor and she was very condescending. That is also par for the course for gold's gym.Bottom line I prayed for 12 months expecting to get 12 months when I didn't get 12 months after months and months of going back and forth they finally agree to give me 3 months and now they are reneging on that even though I have attached an email where they said they were going to honor this. They are not honoring it because they are not an honorable company.They are a lying deceiving unethical company.

      Customer Answer

      Date: 11/01/2024

      I paid in full for 12 month membership and not even using 8 months the gym shut down once the gym opened up I tried to get a refund they said absolutely not but after months and months and months and months of back and forth they finally said when you are ready to come back we will give you three months. I contacted them last week and called them today and they said absolutely not we were not going to honor what we told you. So at this point I think I should get a refund. But because I'm so flexible I'll take the 3 months but they can't keep dragging the song. I should have known that they wouldn't honor the email that I received from the assistant general manager after he contacted corporate. I have been in touch with the general manager ***** offering for me to do 2 months and him to provide me one week passes each week he said he could only provide me one week so forget about the four months that I paid for it wasn't my idea to shut the gym down. I have attached the email where I was promised I could reactivate my free months there was no expiration as you will see. Gold's gym is not an honorable or ethical company. Once they have someone's money it's tough luck.


      Billing adjustment; Store credit

    • Initial Complaint

      Date:09/04/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am contacting you for unresolved issue (previous attempts were ignored) with Golds Gym regarding my Gold's Gym Membership - Above Access membership which I was unable to access 8 personal training sessions per month for 5 months. After consulting with a legal professional, I understand that Gold's Gym's policy should permit refunds for unused sessions due to health issues. Medical Condition / Relocation: Beginning September, I was no longer physically able to use the gym facilities or attend the personal training sessions. Additionally, I was in ***** which is devoid of any Golds Gym facilities. Therefore, it was impossible to use the services I was continually billed for. Meeting Cancellations: Inability to find a time that works for both the trainer and I led to significant reduction in the expected value of my membership. Termination Indications: I received receipts of sessions being canceled indicating that the business acknowledged sessions could be canceled. I did not receive receipts or communications of session attendance starting 09/25 (unlike for the sessions which I actually went to), and also did not receive communication about continued billing for unattended sessions, suggesting I only get charged for the sessions Ive attended. In addition to the lack of acknowledgment of session attendance and absence/cancelation, my credit card (Discover) stopped a payment (due to other fraudulent activity) and changed my card number. Therefore, I believed there should be no further payments. 1. Despite the aforementioned disruptions, Golds Gym has persisted in billing me without providing any explanations or the documents I originally signed. I urgently request the retrieval of the contract and any related explanations for the denial of my billing cessation. 2. As I empathize that either of our parties want to incur the unnecessary legal cost and time, I am requesting refund of the 40 unused sessions through alternative disputes resolution (mediation).

      Business Response

      Date: 09/30/2024

      September 30, 2024


      ***** *****
      Complaint ID: #********

      To Whom It May Concern,

      I am in receipt of Mr. ****** BBB complaint regarding her former Golds Gym Membership in ********, and the refund shes requesting for personal training sessions.

      After further review of Ms. ****** membership account,we can confirm that Ms. ***** requested to cancel her membership due to relocation in January 2020. Gold's Gym was not notified of any medical condition(s) restricting Ms. ***** from using her personal training sessions,nor were we notified of her relocation until the cancellation request received in January 2020. For this reason, she was billed in 2019 and through January 2020 for membership dues and personal training.

      Ms. ****** personal training sessions expire 180 days from the date shes billed for them. Therefore, she had 6 months to use them before they expired, and she chose not to use them throughout the duration of her membership. The cancelled sessions Ms. ***** is referring to and provided documentation for are simply receipts to show cancellations of scheduled sessions she had with her trainer. This means either Ms. ***** or her personal trainer cancelled a scheduled session to reschedule it for another time. This does not mean that her personal training agreement or membership was cancelled (until January 2020 as previously mentioned).

      At this time, Ms. ****** is not eligible for the refund she is seeking per the terms of her agreement, which we have taken the liberty to attach. Thank you for allowing us the opportunity to respond to Ms. ****** BBB complaint and properly address her concern.


      Sincerely,
      ***** **********
      Director, ***************

    • Initial Complaint

      Date:08/16/2024

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On July 22, 2024, our 15 yo kids visited Gold's Gym on ******, *********** ** for an upcoming 5K. The intent was to maintain training until the event. They began the process to sign up online and later, they went in to finish in person and begin working out. They were asked for ID, proof of residence and told they would need an adult before they could complete the enrollment.We (their parents) reside out of state with NO OTHER Gold's Gym within a 200 mi proximity, we also were not in SA, **, and would not be available to sign anything. They were only visiting **, therefore could not provide proof of residency to complete the process. At that point our kids were rudely kicked out of the facility in SPITE of being forced to preemptively pay $40 in fees, We HAVE however, been erroneously enrolled for monthly subscription that should not even be in EFFECT since we NEVER provided the REQUIRED documentation to prove residency. Gold's Gym SA, ** has PERSISTENTLY charged my account for monthly fees at a WEEKLY RATE, and thus caused a series of NSF fees as well! We were never allowed to complete the enrollment process and have NO interest in doing so, therefore we cannot simply "go online" and attempt to address this issue! I've sent over a dozen emails to Gold's Gym with ABSOLUTELY no response. I must now escalate this issue for rectification and reimbursement. What I find most deplorable is how they can take money from minors and begin to devise a contract with them but remove them from the facility and yet complete the process without the REQUIRED parental consent. Thus far, we are owed 380$.

      Business Response

      Date: 08/21/2024

      August 21, 2024


      Vero *******
      Case # ********

      To Whom It May Concern,

      I am in receipt of Mrs. ******** online BBB complaint regarding a request for a refund of dues charges for her sons memberships.

      We attempted to reach out to ******************* via phone but there was no answer and no option to leave a voicemail therefore we are currently reaching out via email to try and resolve the concern listed in the complaint number above directly with *******************.

      Thank you for allowing me the opportunity to respond to Mrs. ******** online BBB complaint.


      Sincerely,

      *******************************
      Sr. ************* Manager

    Gold's Gym International, Inc is NOT a BBB Accredited Business.

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