Complaints

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:07/01/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 9, 2024, I submitted a written request to cancel my membership with Golds Gym, in accordance with the cancellation policy. *********************, the billing provider, acknowledged in writing that my account was placed in "pending cancellation" status on that date, with a remaining balance of $51.58. The credit card declined the charge, and we were not informed.Despite confirmation of cancellation, Golds Gym/*** continued to charge MULTIPLE additional monthly fees and an ANNUAL renewal fee AFTER my cancellation request. These charges were added without justification or communication, inflating the balance to $********* no point was I notified or aware that my account was not cancelled as was requested in writing, that any outstanding balance existed or that additional post-cancellation charges would be added, or that my account would be referred to collections. The inflated balance was ultimately sent to a collections agency, damaging my credit. Any attempts to inquire about the post-cancellation charges with Golds Gym/*** and resolve this with the company are unsuccessful as the company states that they have no longer have access to the account. My complaint is as follows:1) Golds Gym/*** failed to properly process my cancellation, despite written confirmation of cancellation.2) Golds Gym/ABC added multiple improper charges and an annual renewal fee after a confirmed cancellation.3) Golds Gym/ABC provided no written notice before referring the account to ************************************* Gym/ABC misrepresented the amount due by including post-cancellation charges.5) Any attempts to resolve this with Golds Gym/*** directly are unsuccessful - the company claims they cannot access the account any longer.

  Business Response

  Date: 07/14/2025

  Hello,

  We have informed the member on what steps need to take place. The member did submit their cancellation and there is a 30 day notice.  During that time, the member is responsible for any outstanding amounts prior to the cancelation date.  Unfortunately the member's credit card declined and the outstanding balance was not paid.  Until such time it is paid, the account cannot be closed.  Multiple notification attempts were made without response.  After 90 days, the outstanding balance is sent to the collections company.  We shoe the outstanding balance is $80.58 however, there may be additional fees for the balance remaining outstanding so long.  The member may call the collections company and see if they can work out a reduced amount based on the circumstances. Had the member responded or reached out prior to the 90 days past due date, we would have been able to handle in house. Please contact the collections company, present your situation, and try to work out a reasonable solution.  Once that is done and the agreed balance is paid, the account will be closed.  Please contact the collections company at **************.  Regards.

  Customer Answer

  Date: 07/15/2025

   
  Complaint: 23540941
  
  I am rejecting this response because:

  The figures provided are factually incorrect, as the ATTACHED invoice provided by Golds Gym clearly shows that aside from the $80.58 amount charged by Golds Gym for the final payment on 12/30/24, which includes an unauthorized $19.50 service charge which is not disclosed in the membership agreement, Golds Gym also charged an additional $184.83 in charges AFTER the date of cancellation 12/30/24. This includes 2 additional monthly fees, one annual Enhance fee, 2 additional GGFundfees, and three Late Payment fees to apply to the charges added after 12/30/24. In an effort to resolve this matter in good faith, we are willing to remit payment of $61.08 to ********************* and Golds Gym,representing the amount stated as due at the time of cancellation. However, we do not acknowledge or accept responsibility for the balance currently in collections, as it is based on unauthorized post-cancellation ********** such, our payment is made solely to resolve the original balance due at the time of our written cancellation request dated December 9, 2024.

  
  As part of this resolution, we require that:

  1) Golds Gym coordinate directly with the collections agency (First Credit Services),
  2) Retract the account from collections, and
  3) Request deletion of the account from all credit reporting agencies.
  
  Sincerely,
  
  ****** ********

  Customer Answer

  Date: 07/16/2025

  We would like to reopen the above complaint ID. This is not a reargument of the case, rather an argument that the amounts charged by the company are well after their confirmed cancellation of the contract in contract. The contract was cancelled on 12/30/24, yet the charges in question are from Q1 of 2025. Can we please reopen this case as unresolved? The ******** responded but did not respond to the amount as reflected in their own Invoice that was attached to the complaint. 

  Business Response

  Date: 07/16/2025

  As stated before, the member submitted their cancelation request which requires 30 days notice. In order for the cancelation to happen, any outstanding balance must be paid in order for the cancelation to take affect.  The member did not pay the outstanding balance. We provided the collections number for the member to resolve the outstanding balance so that the account may be closed. That is the process to resolve this matter. Regards.

• Initial Complaint

  Date:05/22/2023

  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.

  I started swim lessons for my 3 year old daughter on May 9. I was very concerned for my daughters safety as the instructor was not engaged or watching the kids. I did reach out to express my concern about wanting a refund or a different class. I was unable to get into another class and they only offered me 2 private lessons when i paid for 8. I ended up finding another class elsewhere as felt they did not honor my request and this was not a fair exchange given my concerns and amount i paid.

  Business Response

  Date: 05/29/2023

  We have reached out to the customer regarding their concern.  The customer has not returned our calls or emails.  Our manager offered to resolve the issue and provide a better private ****** experience.  While the private ******s are less frequent, they are 1 on 1 providing a totally focused ******.  The cost for the 2 ******s are also more than the group ****** purchased.  It is our goal to work with the customer but without response, we cannot provide alternatives.  The customer has done a chargeback so we have to work through that process at this time.