Complaints

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

close

Find a Location

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.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Gold's Gym International, Inc

  5420 Lyndon B Johnson Fwy STE 700 Dallas, TX 75240-1040

• 

  Golds Gym

  4 Ocean Ave Pier Village Long Branch, NJ 07740

• 

  Gold's Gym of Teterboro

  909 Belmont Ave Ste 2 North Haledon, NJ 07508

• 

  Gold's Gym

  462 State Route 28 Bridgewater, NJ 08807

• 

  Gold's Gym

  18 Furler St Totowa, NJ 07512

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:11/28/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  During my membership at Golds Gym from June 2022 through July 2023, I paid $470.96 in membership fees and $2819.00 for personal training. My investment for that time frame totaled $3289.96. The last two paid training sessions I never received. The trainer just left without notifying me and Golds Gym made no effort despite the fact they knew the trainer was leaving.The manager of the Cypress Creek location in **********, Augustine, failed to find a replacement trainer. ********* would not refund my money for the remaining two sessions owed me. ********* said Golds never does this. He referred me to their headquarters and the email response I received from headquarters was that ********* was responsible for refunding the remaining two sessions at his sole discretion.After confronting ********* about headquarters' response, he refused to refund the costs of the two sessions and made no attempt at customer satisfaction over a simple $99.50! If Golds Gym needs this grandmothers $99.50 social security money to sustain itself, well there is a problem.Ill let the public decide if this is a fair business practice or theft.

• Initial Complaint

  Date:11/07/2023

  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 had canceled my membership at the Golds Gym close to my house. Since then they had continued to try and collect money from me. I told my bank to not allow them to collect said money because I had gone in and signed the canceling membership paperwork. I, as of today, now have a law office telling me they are a debt collector trying to collect the money for a membership that I had canceled. I called on one occasion trying to address this issue prior but no one had returned my calls.

  Business Response

  Date: 11/07/2023

  November 7, 2023
  
  Consumer: *************************
  Complaint ID#: ********
  
  To Whom It May ***************** am in receipt of Mr. ****** ******************** complaint regarding his Golds Gym membership cancellation and the notification he is receiving from our third-party accounts receivable management group.
  
  Our records confirm ************** requested to cancel his membership on July 11, 2023 per the cancellation form he filled out and signed,which we have taken the liberty to include with this response for reference. Per this request, we did process Mr. ****** request to cancel accordingly to the terms he agreed to, and his final payment to Golds Gym was scheduled to take place on July 25, 2023.
  
  Per the cancellation terms listed on the cancellation form ************** signed, and the terms also included in Mr. ****** original Golds Gym membership Agreement (also attached for reference), Mr. ****** membership was cancelled with the 30-day written notice he is required to provide which again is advised to ************** per the terms on the cancellation form and membership agreement he signed.
  
  As previously mentioned, Mr. ****** last bill date was scheduled for July 25, 2023. Unfortunately, as ************** confirmed in his complaint, he placed a stop payment with his bank of Golds Gyms recurring payment causing his final months dues of $37.89 to decline, and he was assessed a $20 decline fee. The balance of $57.89 that our third-party accounts receivable management group is now notifying him of is a result of Mr. ****** failure to pay his final months dues.
  
  At this time, the current balance of $57.89 is considered a legitimate one and requires payment immediately based on all the mentioned above, including the documentation we have on file confirming Mr. ****** cancellation request in July 2023. Please note, collection efforts will continue until the balance has been paid in full.
  
  Thank you for allowing me the opportunity to respond to Mr.****** ******************** complaint.
  
  
  Sincerely,
  
  *******************************
  Director, Member Services
  

• Initial Complaint

  Date:09/28/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 am very disappointed that your management allows only *** on the TVs while you don't carry other channels such as ********* I asked the people more that one time that there should not be news if you cannot allow all channel specially since it's a gym and if anything there should only be sports. If there is news, however, all news outlets should be allowed. The people there say that if corporate only allows *** and if the is the a case then shame on you. The last election cycle it was the same way, and if this continues I will be looking for another gym along other friends that feel the same way, and this is sad as I've been a member since you opened. Also the gym could use more cleaning. The locker I typically use has had a empty bottle of water for about two weeks not left by me! It means no one is cleaning it .

• Initial Complaint

  Date:08/22/2023

  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 cancelled my Gold's membership on 6-29-23. I went back to the gym on 7-17-23 to be certain it had been cancelled. The attendant checked her computer and said it was not cancelled. She pulled some forms from under the counter and found the signed cancellation form I had done nearly 3 weeks before.She told me she would cancel the membership right then.When my credit card was billed on 8-10-23 for another monthly membership fee I returned to the gym and spoke to the manager after sending him an email concerning the cancellation.Last week I received an email from him telling me that he cancelled the membership and waived some 30 day fee I never heard of.Now I am receiving ******* phone calls telling me I owe them $20.00 and that my last monthly dues payment was not paid. The last dues payment was not paid because I went to my bank and stopped payment.I do not owe the any money at all.I had 5 $50 workout sessions paid for that I did not use because of unforeseen work load . So they owe me $250 if that's the way they want to conduct business.

  Business Response

  Date: 08/24/2023

  August 24, 2023
  
  
  RE: *************************
  Case # ********
  
  
  To Whom It May ***************** am in receipt of ****************** online BBB complaint regarding his Golds Gym membership, and the cancellation request claim and balance waiver requested.
  
  Per the terms of ****************** Golds Gym Agreement purchased December 20, 2022, he agreed to provide Golds Gym with a 30-day written notice in the event he wishes to cancel his agreement. After further research, our records confirm that gym management of his local gym in Yukon has cancelled his membership going forward with no further billing as there was no proof of any prior cancellation dated prior to August 2023.
  
  In addition to the immediate termination, **************** disputed charges for the month of August 2023 with his bank and we received confirmation the chargeback was won in ****************** favor, meaning he received permanent credit from his bank for this charge.
  
  At this time, the balance we showed in our system that was caused by his chargeback has been waived as a courtesy and there is no further balance owed at this time.
  
  Thank you for allowing me the opportunity to respond to ****************** online BBB complaint.
  
  Sincerely,
  
  *******************************
  Senior ************* Manager
  
  

• Initial Complaint

  Date:08/10/2023

  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 signed up for a month-to-month membership at the front desk of Gold's Gym on 06/20/2023. To sign up, I was asked to sign on an electronic signature pad while the front desk staff member briefly summarized some contract terms. I was NOT advised of full cancellation policies (30 day notice required, at least one billing cycle required) nor that I had a 3-day cancellation window after signing the contract. I was NOT given nor offered a copy of my contract at signing, nor was I sent one by email after signing. I was NOT advised that in signing the contract, I was agreeing that I had received and fully read a written copy of the terms. I went back to the club to cancel my membership on 08/02/2023. I was notified then that I would be billed one last time on 08/10/2023, and that my access would continue until 09/10/2023. I questioned this, as I was not notified when signing up, and as I am returning to graduate school shortly, I did not need access this long. I called after I left to request a copy of my contract. They acknowledged on the phone that they do not provide a copy at signing, nor send a copy of the contract by email after signing if the sign-up is done at the front desk. I have emailed and called multiple times to get more information and express concern about what I consider a predatory, inappropriate, misleading, and potentially illegal business practice in this state. As I was required to pay a pro-rated rate at the time of sign-up before accessing gym services, I believe that ************** ********************* Contract law applies here, and that Gold's Gym is operating in violation of that law by not providing buyers with a copy of the contract at the time of signing. It is also misleading to advertise this as a month-to-month membership.I have requested a refund of the final bill ($35.00) from the business, but have been told that the charge is valid. The attached contract (with my digital signatures) was sent to me at my request on 08/02/2023.

  Business Response

  Date: 08/11/2023

  August 11, 2023
  
  Consumer: *******************
  Case#: 20450784
  
  To Whom It May ***************** am in receipt of ************** online BBB complaint regarding her refund request of Golds Gym membership dues billed.
  
  Our records confirm ************ started the agreement in question on June 20, 2023 to bill every month on the 10th and per the terms of her agreement,she is required to provide a 30 day written notice when cancelling her membership. ************ requested to cancel her membership on August 2, 2023 via the gym and was sent an email confirming her last billing date of 8/10/23.
  
  We spoke to ************ on 8/10/23, the day of her scheduled billing for August, and ************ requested a refund of her dues billed that day as she stated she did not read her agreement and didnt know she would be billed after cancellation dated August 2, 2023.
  
  We cannot verify any verbal conversations had at the time of the sale of the membership at the gym location but ************ is very aware of the cancellation policy as she has had a prior membership with us that started on June 03, 2022 and ************ requested cancellation of that prior agreement on October 6, 2022 and was sent a confirmation email confirming her last billing date of October 10, 2022 per the 30 day notice. The member, ************, did not dispute that billing nor cancellation processed.
  
  As a mere courtesy and in response to ************** email dated August 10, 2023, we refunded ************ for the valid charge of $35.00 from August 10, 2023, for her last billing date, and we communicated that to *********** as well.
  
  We have attached a copy of ************** agreement from **** and 2023 to this complaint response.
  
  Thank you for allowing me the opportunity to respond to ************* online BBB complaint.
  
  
  Sincerely,
  
  *******************************
  Golds Gym
  Senior ************* Manager
  
  

• Initial Complaint

  Date:07/19/2023

  Type:Product 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.

  Wouldnt honor my cancellation notice and over charged me by extending my membership that I didnt choose or want

  Business Response

  Date: 07/19/2023

  July 19, 2023
  
  
  RE: ***************************
  Case # ********
  
  To Whom It May ***************** am in receipt of Mr. ********** online BBB complaint regarding his Golds Gym membership, and his request to waive his balance.
  
  After further research, our records confirm that written notification of Mr. ********** cancellation request dated May 17, 2023 was received by his local club on July 14, 2023. After reviewing this proof, Mr. ********** membership was terminated immediately and backdated to the original date of the cancellation with the required 30 day notice; his last billing should have occurred on 5/25/23.
  
  In addition to the immediate termination, we have waived the balance from the 6/25/23 billing caused by the chargeback dispute ********************** initiated with his financial institution on 7/1/23 as ********************** won the dispute and was refunded by his bank.
  
  Thank you for allowing me the opportunity to respond to Mr.********** online BBB complaint.
  
  Sincerely,
  
  *******************************
  Senior ************* Manager
  

• Initial Complaint

  Date:07/13/2023

  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 logged into the golds gym member portal I contacted you all back in December and then again on Feb 17th and then again on March 25th that I wanted my membership cancelled as I no longer lived by the Golds Gym ****** location. My membership was finally cancelled on March 25th. a few weeks later golds gym tried to charge me $360. I dont even know for what? $60 in denied fees and $300 in past months subscription? I have no idea what you all are trying to charge me for. Now the account was sent to collections. I would like you to cancel and void any fees I owe and please tell the debt collectors the matter is closed. I hope to join your gym or partner gyms some other times if you make this right. If you dont make this right, you will lose a customer for life. Barcode: ************ FirstName: ************: ****** Contact Email: *********************** Home Gym: ******

  Customer Answer

  Date: 07/13/2023

  The business has resolved this issue with me. Please close this complaint. 

• Initial Complaint

  Date:06/21/2023

  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 went to Gold's Gym in person with my husband, ***********************, on or around 12/13/22 to fill out membership cancellation paperwork. My husband's membership was successfully cancelled, but I continued to be charged monthly. I was told that they couldn't find my paperwork and that I needed to go in person a second time to fill out the paperwork. I went in the second time and filled out the paperwork in the GM's office, his name was ****, and was told my membership was cancelled and I'd be refunded. I found on on 6/13/23 that once again, my membership wasn't cancelled, and that the gym lost my paperwork again. They are now saying that I cannot be refunded unless they can find my paperwork, which they've already lost twice. The current manager, *********************, is saying that I should've taken a personal photo of the paperwork for proof in case this were to happen.

  Business Response

  Date: 07/06/2023

  July 06, 2023
  
  
  RE: *********************
  Case # ********
  
  To Whom It May ***************** am in receipt of Ms. ****** online BBB complaint regarding her Golds Gym membership, and the cancellation request claim.
  
  After further research, our records confirm that written notification of Ms. ****** cancellation request dated December 14, 2022 was received by her local club on June 29, 2023. After reviewing this proof, Ms. ****** membership was terminated immediately and backdated to the original date of the cancellation with the required 30 day notice; her last billing should have occurred on 1/10/23.
  
  In addition to the immediate termination, we have issued a refund in the amount of $189.45 via check to ************** for the dues she was billed after her final payment, which occurred February 10, 2023 to June 10,2023. ************** should allow **** business days to receive this refund check via **** to the address below.
  
  *********************
  2229 ************
  *******, NC 78641
  
  We sincerely apologize for any inconvenience caused to ************** by this matter. Thank you for allowing me the opportunity to respond to Ms. ****** online BBB complaint.
  
  Sincerely,
  
  *******************************
  Senior ************* Manager
  

• Initial Complaint

  Date:05/16/2023

  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.

  Went to gym to cancel in Sept. 2022. I was told I would be charged for one more month and my final billing would be Oct 2022. I was charged for October, November, and again in December. When I went back to the gym to ask about this in December 2022, I was told that the membership was never cancelled. I again, filled out another form, but this time cancelled my card so they could not bill me anymore. They tried to bill me again in Jan of 2023, and when the charge was declined, they sent my account to collections. They screwed up, overcharged me November and December, and are now trying to charge me another month for ******* along with fees for a declined payment.Bunch of scam artist. Stay away.

  Business Response

  Date: 05/17/2023

  May 17, 2023
  
  
  RE:  *************************
  Case # ********
  
  To Whom It May ***************** am in receipt of the BBB complaint submitted by ************** regarding his Golds Gym membership and his balance waiver request.
  
  After further research, we are unable to locate a cancellation request submitted by ************** prior to December 12, 2022. Per the terms of **************** Golds Gym Membership, which he received at the time of his enrollment, if he wishes to cancel his membership, the following must occur:
  
  To cancel you must: (1) deliver written notice in person to the enrolling facility (2) send written notice to: Golds Gym ATTN:Customer Care, The Lofts at **************, **************************************************************************************** or (3) email notice to [email protected] shall be accompanied by evidence of membership. If mailed, certified mail return receipt requested is recommended. Subject to applicable law, your account must be current and in good standing before cancellation requests under this section will be processed. Failure to use Golds Gym facilities or services shall not provide a basis for cancellation or refund unless otherwise specified in the NOTICE TO PURCHASER section of this Agreement.
  
  Furthermore, our records show that ************** has spoken to several representatives since April 2023 and his date of cancellation has been inconsistent as he advised ** that he cancelled in October *********************************************************************************** September 2022. We have provided a copy of the email communication we received from ************** dated April 28, 2023 confirming this. This is the reason why we require our members to cancel in writing as the above clause indicates from his agreement.
  
  At this time, **************** membership has been terminated as of February 10, 2023 and the balance from his last billing date of 1/10/23 was collected on May 10, 2023.
  
  Thank you for allowing Golds Gym the opportunity to address and respond to **************** BBB complaint.
  
  
  Sincerely,
  
  *******************************
  Customer Care Manager
  

• Initial Complaint

  Date:05/08/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 in October of 2018. I was told I had a 3 month membership and would have to pay for the remainder of October and November in full. I did. I then kept getting charged. I spoke to someone who told me that this was an error, and since no money had been allowed to leave my account, they would fix on their end. I heard nothing at all about any past-due balance from April 2019 to March 2023. No emails, no calls, and no letters of collection.On March 29, 2023, I attempted to become a member at another location. I was told the amount was still in arrears, and that unless I provided proof of my conversation, which I said I thought I still had, all monies I paid for membership on 3/29/23 would be held and I would be refused access to the gym until I paid the past due arrears. That said, ******* at the Gold's Gym corporate office treated me terribly on the telephone. When I stated there was no contact, she said "No, we sent you multiple emails"...when I asked when, she stated the last one was April 2019, which was the last month they attempted to charge my account. When I pointed that out, she just doubled down on her statement. When I asked to speak to a supervisor, because I was nearly in tears, she refused stating she didnt have one and didnt know when one would be available. Make no mistake, I had already said I would end up paying this balance if I couldn't find the emails in question. The issue is that they assured me it was taken care of, and only after 4 years, decided it was not. The treatment of me by ******* has nearly erased all of the goodwill my current location has given, and if they were not such great folks, you would have lost a customer permanently.