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.

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• 

  Gold's Gym International, Inc

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

• 

  Gold's Gym International, Inc

  505 N Hwy Waxahachie, TX 75165

• 

  Gold's Gym of Teterboro

  100 Hollister Rd Teterboro, NJ 07608

• 

  Gold's Gym International, Inc.

  100 Crossroads Blvd San Antonio, TX 78201

• 

  Gold's Gym International, Inc.

  647 SW 19th St Moore, OK 73160

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

• Initial Complaint

  Date:04/26/2023

  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.

  I had an understanding my membership was being cancelled after contacting golds gym 4/12/23. The general manager of that location ********************* said I was not under a contract however I received an email tonight informing me I owe a balance of $95.78 which I do not understand. Ive heard of golds gym doing these situations to other people, and sending them to collection which is why Im asking you to please help me have a better understanding of this situation and terminate any further contact from them. I dont want this affecting my credit. Thank you

  Business Response

  Date: 05/02/2023

  May 2, 2023
  
  Consumer: *************************
  Case#: 19983688
  
  To Whom It May ***************** am in receipt of **************** BBB complaint regarding her Golds Gym membership and the cancellation policy.
  
  The membership for ************** was started on May 17, 2021 and was scheduled to bill every month on the 25th for her membership dues of $37.89. After further research, we can confirm that we received **************** written cancellation request on April 10, 2023. We have taken the liberty to attach a copy of the cancellation requested by ************** via email to her gym,which is dated April 10, 2023. Per the cancellation terms of **************** Golds Gym Agreement (Also attached for reference), all Members are required to provide a 30-day written notice and final dues payment to cancel their membership.
  
  For this reason, **************** last billing date was scheduled for April 25, 2023 but that billing declined due to insufficient funds and she assessed a decline fee of $20.  The current balance reflects that final payment that ************** was responsible for as well as the billing from March 25, 2023 that also declined prior to ************* requesting to cancel her membership.
  
  At this time, the current balance reflected in **************** account is considered legitimate based on the documentation we currently have showing a cancellation request in April 2023. Please note, we will continue collection efforts until this balance of $95.78 has been paid in full.
  
  Thank you for allowing me the opportunity to respond to *************** BBB complaint.
  
  
  Sincerely,
  
  *******************************
  Sr. ************* Manager
  
  
  
  

• Initial Complaint

  Date:04/13/2023

  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 membership one or two days before Thanksgiving 2022, in person, with *******. I was told the last payment that would be withdrawn would be in January 2023. They continue to deduct payments since that time and are taking money without my consent.

  Business Response

  Date: 04/14/2023

  April 14, 2023
  
  Consumer: *****************************
  Case: 19921677
  
  To Whom It May ***************** am in receipt of Mr. *********** online BBB complaint regarding his Golds Gym Membership and his prior cancellation.
  
  After review of the Mr. *********** membership, we show he requested to cancel his membership on October 28, 2022 and this cancellation was processed with the required 30 day notice making his last billing date scheduled for November 25, 2022. ************************ has an active add on member by the name of *********************** that remained active as there was no cancellation request submitted by the primary, ************************, nor the member herself.
  
  Per the terms and conditions of Mr. *********** Golds Gym agreement, a cancellation request is required per membership. The cancellation of one membership does not automatically cancel any add-ons a member may have. Therefore, Golds Gym has processed the cancellation for the add-on for ************************ with no further billing as a courtesy and as an extended courtesy, have refunded ************************ for the most recent charge of $37.88 for his add on, ******* membership and ************************ would receive this refund to his card on file ending in **** within 3 to 5 business days.
  
  At this time, ************************ is not warranted a full backdated refund to his cancellation from October 2022 as, indicated above, there was no request to cancel his add on at the time of Mr. *********** request to cancel and each member requires their own separate cancellation request.
  
  Thank you for allowing me the opportunity to respond to Mr.*********** online BBB complaint.
  
  Sincerely,
  
  *******************************
  Senior ************* Manager
  
  

• Initial Complaint

  Date:03/27/2023

  Type:Service or Repair 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 $1 month long membership back on February 17th. Then I was billed on February 25th for $37.89 plus an extra $20 for no reason stated. They have been trying to pull for the past month, but I don't have a job currently and don't make any money to that account so it keeps declining on my end. So now I am getting membership risk emails saying I owe $57.89 to Golds Gym. I tried canceling and they say I still owe that plus an extra $37.89. I haven't even stepped foot inside this Gym, and they don't want to explain or work with me to resolve the issue. They just want my money.

  Business Response

  Date: 04/17/2023

  April 17, 2023
  
  Consumer: *************************
  Case#: 19852003
  
  To Whom It May ***************** am in receipt of Ms. ******** online BBB complaint pertaining to her dispute for the balance owed for her Golds Gym membership account.
  
  After further review of Ms. ******** Golds Gym account started online on 2/17/2023, ****************** signed up under a promotion for only $1 down instead of being charged a prorated amount to start using the gym and to bill every month on the 25th. Per Ms. ******** agreement, which we have attached as a reference, she would start her first billing to the **** card provided ending in **** on 2/25/2023 for her membership dues of $37.89 but when that scheduled billing was attempted, Ms. ******** card declined, as she mentioned in her complaint,due to insufficient funds causing her to assess a decline fee of $20 (Also specified on Ms. ******** agreement attached).
  
  We received a cancellation request from ****************** via email dated 3/20/23 and her cancellation was processed accordingly with the required 30 day notice making her last billing date scheduled for 3/25/23. Unfortunately,that scheduled billing also declined on 3/25/23 causing her to assess another decline fee of $20.
  
  At this time, we have waived the 2 decline fees of $20 each as a courtesy lowering her balance down to $75.78 total. If ****************** would like to submit payment she can visit or call her local club to speak with a customer service representative to get this taken care of.
  
  Thank you for allowing me the opportunity to respond to Ms.******** online BBB complaint.
  
  Sincerely,
  
  *******************************
  Senior **************** Manager
  
  

  Customer Answer

  Date: 04/18/2023

  I have reviewed the business response and accept this resolution.  I will pay the $75.78, coming up on Friday April 21st.

• Initial Complaint

  Date:01/31/2023

  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've tried to cancel my membership with Golds Gym Cypress Creek in ******, ***** and they refuse to do so. I talked to a rep at the front desk back in mid December 2022, and they never mentioned a cancellation form just said ok we will cancel it. Since then, Ive called over the phone at least 10 times, Ive sent multiple emails . They have refused to cancel it and accumulate charges for the last 7 weeks. They hide behind excuses like they didn't realize I requested to cancel and continuously attempt to run my account for various charges. My bank notifies me that the attempted charge has been denied. ****'s continues to ignore multiple requests from me, out of state to cancel my gym membership and proceeds to accumulate charge after charge on a 'overdue statement'. They send text messages and emails harass*** me with while Im try*** to work with inflated/ false balances etc. My fear is they will continue to use this predatory practice to continue to build a bill (which I refuse to pay), then they send it to collections. This will affect my credit if it is in fact what they do. Its wrong and should not even be legal but they do this because they can! ITS WRONG!! I gave them my business for 2 years. I moved out of state for work and needed to cancel now they are say*** I owe them more money?They refuse to do so until I told the ** (August is his name) Im fil*** a complaint with BBB. Now he's sent me an email say*** I will be billed for another month plus all of the extra charges they've accumulated. I want this membership cancelled once and for all. I want the "overdue balance" zero'd out and I don't want this company to ever contact me again. I don't understand why a major corporation is out here nickel and dime-*** the public with phony charges and make believe fees. Its a gym membership why is this such a difficult th***?? I'm not the only person that has experienced this either.

  Business Response

  Date: 02/07/2023

  February 7, 2023
  
  
  RE: *******************
  Case # ********
  
  To Whom It May ******************* am in receipt of the BBB complaint submitted by **************' regarding his Gold's Gym membership and multiple attempts to cancel the membership. Per **************' initial statement, he claims to have talked to a rep at the front desk in mid-December 2022, and they never mentioned a cancellation form. Additionally, he stated to have called over the phone at least 10 times and sent multiple emails but ****'s Gym refuses to cancel his membership.
  
  After further research, we are unable to locate a cancellation request submitted by **************' prior to January 31, 2023. Per the terms of **************' Gold's 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: Gold's Gym ATTN: ************** The Lofts at **************, ***************************************************************************************** or (3) email notice to ***************************************** Notice 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 Gold's 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."
  
  At this time, **************' membership is scheduled for cancellation with a final bill date to occur on February 25th, per the only cancellation request recorded/received on file dated January 31, 2023. **************' mentioned sending multiple emails to cancel his membership. Therefore, we are requesting he provide a copy of those original email(s) for further review to help us proceed with the necessary steps and consider his billing adjustment request. He may send the requested information to *************************************** for further correspondence.
  
  Thank you for allowing Gold's Gym the opportunity to address and respond to ************** BBB complaint.
  
  
  Sincerely,
  
  *******************************
  Customer Care Manager

  Customer Answer

  Date: 03/28/2023

  I'm not ok with this response. Not only did I do what I was instructed to do by the rep there at the Gold Gym at Cypress Creek. But they are STILL running up a bill after telling me my membership would be cancelled 2/25/23. Still attempting to run fraudulent charges to my bank account for now $137.44. This balance continues to magically grow and nothing is done to regulate this predatory practice. Its wrong, I only wanted to cancel a gym membership. What will be done? This is unacceptable. As I tried to make it clear last time my message clearly fell upon deaf ears. How long will you allow this business to act this way and do whatever they want? Please explain how this is lawful? They are literally building a bill month after month which they will not get paid by me, then once they are ready to send it to collection they will and this will affect my credit. I would like this resolved. *** filed a complaint and nothing has been done to end this. I need this to be stopped and ended asap. 

  Ive attached a picture of some of the fraudulent charges tried on my account for proof. 

  Mark 

  Business Response

  Date: 04/10/2023

  April 10, 2023
  
  
  RE:  *******************
  Case # ********
  
  To Whom It May ***************** am in receipt of the BBB complaint submitted by Mr. ************** his balance dispute. The balance in question is considered valid because the member cancelled his membership on 1/31/23 with the required 30 day notice, as previously mentioned in our prior response. The member already had a balance for the month of January for his dues of $37.89 with a decline fee of $20 and his towel dues of $10.83 with a decline fee of $20 on the day of his cancellation, 1/31/23. His last bill date, per his cancellation, was scheduled for 2/25/23 and that also declined for $37.89 membership dues and Towel dues of $10.83. This is what makes up the total $137.44 that is currently showing past due in the members terminated account.
  
  Furthermore, the member is not accruing a balance after his termination date of 3/25/23 as the member had a balance prior to his cancelation request from 1/31/23 and his last billing date defaulted again in February for his last bill date. At this time, the amount past due of $137.44 is considered valid and Collections would continue to attempt collection of the balance in question.
  
  Thank you for allowing Golds Gym the opportunity to address and respond to ************** BBB complaint.
  
  
  Sincerely,
  
  *******************************
  Customer Care Manager
  
  

• Initial Complaint

  Date:11/08/2022

  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.

  Ignored my cancellation request, claiming that my second request was my first. Informed them that I needed to cancel due to severe illness, and they still wanted to charge me for the time I was physically unable to use a gym (still true to this day), plus a fee. They simply ignore cancellation requests until you press them hard.
  
  All I want is to not pay for months I did not and could not use, and an admission that I cancelled at the earlier date. The second cancellation request was triggered by seeing the first had not been honored.
  

  Business Response

  Date: 03/02/2023

  Business Response /* (1000, 5, 2022/11/08) */
  November 08, 2022
  
  
  RE: ***** *******
  Case #XXXXXXXX
  
  To Whom it May Concern,
  
  I am in receipt of Mr. *******'s online BBB complaint regarding his Gold's Gym membership, and the refund of membership dues he's requesting.
  
  Per Mr. *******'s Gold's Gym Membership Agreement, which we have taken the liberty to attach for reference, he is required to provide Gold's Gym with a 30-Day written notice if he wishes to cancel his membership. The terms referenced are the same terms and conditions Mr. ******* was required to read and agree to at the time of his membership purchase in March 2022.
  
  Our records confirm that there was a cancellation requested by Mr. ******* on 6/18/2022, also attached to this complaint for reference, and was processed with a 30 day notice as required per his agreement. His last billing date was scheduled for 6/25/2022 and the termination of the membership on 7/25/2022 but his billing declined on 6/25/22 by his bank causing him to assess a decline fee of $20.00. his left him with a balance for his membership dues of $32.48 that declined on 6/25/2022 and the decline fee of $20.00, totaling $52.48.
  
  In addition to the above, Mr. ******* emailed us on 11/07/2022 agreeing to pay the past due balance of $32.48 for 6/25/2022 if we could waive the decline fee of $20.00, also included in this complaint for reference. We directed Mr. ******* to contact us via phone to collect payment of said amount but Mr. ******* declined to do so. Mr. ******* is not eligible for the refund he is requesting as there is no record of a cancellation being requested prior to June 18, 2022 when he emailed his cancellation request. If Mr. ******* can provide such proof of a prior cancellation dated before June 2022 we can review his request for a refund. Please have Mr. ******* send any proof to *****************@goldsgym.com.
  
  Thank you for allowing us the opportunity to respond to Mr. *******'s concern.
  
  
  Sincerely,
  
  Mirna **********
  Senior Customer Care Manager
  
  
  
  
  Consumer Response /* (3000, 12, 2022/12/06) */
  Ignored my cancellation request, claiming that my second request was my first. Now they just continue to lie and take advantage of a person suffering from severe illness.
  
  Called and asked for help too, only to get an uncaring witch with no soul to tell me they won't do anything to help even though they know I am right.
  
  Evil people. Evil company.

• Initial Complaint

  Date:10/15/2022

  Type:Billing 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 have tried several times to cancel membership including phone, and going into business, I even cancelled that credit card they continue to charge me. I have not used this gym in more than a year. The last time I went in I almost fell several times due large pools of water on the floor.
  I was told by Bank of America that some merchants pay an extra fee to auto update credit cards that were changed.
  *************** did not advise me this was possible when I called them to report an issue, this is where they cancelled my old card and sent me a new one.
  So I wish to have both *************** and golds gym investigated for bad faith, and charging without providing a service that can be used. If possible have the last 6 years charges reversed, since I am not able to use this gym due to my disability.
  

• Initial Complaint

  Date:10/10/2022

  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.

  Gold's gym does not allow you to quit. I had a month-to-month membership with no contract. I decided to quite going there and move to a different Gym in November 2021. Gold's gym *does not allow you to cancel your membership*. I called the local location and the corporate office, neither would accept me cancelling my membership. I had to resort to having my credit card company block them from charging me. I last paid them in December 2021, before I was able to block the transaction.
  
  They then continuously called me (still not allowing me to cancel) and ultimately served me with me >$200 of "debt" through a debt collector..
  
  I would like no further contact from this business or the debt collector.
  

  Business Response

  Date: 12/21/2022

  Business Response /* (1000, 5, 2022/10/12) */
  October 12, 2022
  
  Consumer: **** ***********
  Case ID#: ********
  
  To Whom It May Concern:
  
  I am in receipt of Mr. ***********'s online BBB complaint regarding his balance for Gold's Gym.
  
  After further review of Mr. ***********'s Gold's Gym account, his membership was terminated in April 2022 due to non-payment. His account currently reflects a past due balance of $214.70, which consists of membership dues billed from December 2021 through April 2022, caused by a decline in December 2021 due to a Closed or Blocked account.
  
  Per the terms and conditions of Mr. ***********'s membership agreement, specifically, paragraph 9 titled "Cancellation and Freezes", there are numerous ways Mr. *********** can request cancellation of his membership, so long as he provides a 30-day written notice. This written notice can be delivered to Gold's Gym via in person, by mail, or electronically by email. Members are not required to only request cancellation in person.
  
  We have concluded that Gold's Gym never received a cancellation request from Mr. *********** , and for that reason, his membership remained active and continued to bill for membership dues. Mr. ***********'s membership was only terminated recently due to a balance accruing for 4 consecutive months.
  
  At this time, Mr. *********** is not eligible for any kind of billing adjustment, as again, Gold's Gym does not have record of receiving a cancellation request from him. The current balance reflected in his account of $214.70 requires immediate payment and can be settled by calling our team at ************ if he's unable to visit his local club to make payment in person.
  
  Thank you for allowing me the opportunity to respond to Mr. ***********'s online BBB complaint.
  
  
  Sincerely,
  
  Mirna M*********
  Senior Customer Care Manager
  

• Initial Complaint

  Date:08/25/2022

  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.

  For some reason this website keeps switching the address for the business.. I am putting a complain for the Gold's Gym in Brownsville, TX.
  I joined this Gym in January of 2022 while I being activated by the national guard and they had a no commitment/ contract, month to month deal and that's what I signed up for. But for some reason the member filling my application didn't do so.
  Also, I have heard that many others have complained of the same "tacticts" . I spoke to the manager Mr. Gamez and he promised me to get me off the contract with my orders being terminated but headquarters does not care and expect me fulfill my contract I did not signed up for. I never signed anything nor I was given a copy because they only took my info on a tablet and told me I was on a month to month basis but now they don't want to cancel my subscription.
  

  Business Response

  Date: 10/26/2022

  Business Response /* (1000, 5, 2022/08/31) */
  August 31, 2022
  
  
  RE: ********* ********
  Case # XXXXXXXX
  
  To Whom It May Concern,
  
  I am in receipt of Mr. ********' online BBB complaint regarding his Gold's Gym membership, and the early cancellation he's requesting of his 12-month membership contract.
  
  As indicated in the terms of Mr. ********' agreement, he (along with anyone who wishes to purchase a membership) is required to read all pages of the Gold's Gym Membership Agreement before signing it. When Mr. ******** signed the 12-month contractual obligation on January 10, 2022, he confirmed that he acknowledged and read his agreement in its entirety, including the contractual obligation listed of January 25, 2023. With his electronic signature to finalize his membership purchase, we can only assume that he indeed read his agreement and agreed to all its terms. We have attached a copy of said agreement for reference.
  
  Our records indicate that in July 2022, Mr. ******** requested to be considered for early termination by providing invalid military documentation, and for this reason, his membership remained active and continued billing for membership dues. Mr. ******** eventually stopped payment of his monthly recurring bill with his financial institution in July 2022, which resulted in his account going past due and accruing a balance of $94.12 for July and August dues.
  
  Although the military documentation Mr. ******** provided was invalid, we have released and terminated Mr. ********' membership early with no further billing and waived the accrued balance as an extended courtesy. Mr. ********' membership will remain terminated and in good standing, without further payment required.
  
  Thank you for giving Gold's Gym the opportunity to respond to Mr. ********' concern.
  
  
  Sincerely,
  
  ***** **********
  Senior Customer Care Manager