ComplaintsforGold's Gym Woodinville

• Initial Complaint

  09/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In February I bought a personal training package worth $990 for 12 PT sessions. I wasn't able to use any of them and now I need to cancel my membership. I'd like to get a refund for this package since it wasn't used at all, but the gym says it expires in 6 months ( even though in the past I was able to extend and use a similar package ) and that it's non-refundable even though there is nothing really that expires, I'm buying a package to use a service at a later time, so there really is no lost opportunity to them from this. Their only solution offered was to schedule and use the sessions before my membership expires or to not cancel my membership to use the sessions. Both of these solutions will not work for me, I just want a refund for this package and I already paid them 1 month of gym usage for September that I know I won't use. I moved away a few months back and haven't even used the gym in the last 6 months. They are already aware of this issue but at this time, they are ignoring my emails.

  Business response

  09/09/2024

  Thank you for sending over this information.  We have communicated with the member as he has acknowledged in his message.  The member purchased training sessions on 2/2/2024. Per the agreement, those training sessions expired within 6 months and they are non-refundable.  The member acknowledges this in the agreement they sign when purchasing personal training sessions. The member requested to cancel on 8/29/2024 with access through 10/10/2024. We had already made a one time exception for this member in the past as he acknowledged.  As an additional courtesy, we extend the expiration till 10/10/2024.  We have provided the options available at this time.
  

  Customer response

  09/09/2024

   
  Complaint: 22242239
  
  I am rejecting this response because:

  1- There is still no good reason provided by them as to why they can't refund a completely unused package other than saying it's in the members agreement. Still why can't you refund it if it was unused? The membership agreement should be changed to consider their members circumstances.
  

  2- If this is such a hard rule, why wasn't there any mention of it when the package was purchased? Also if the expiration date is carved in stone as they're saying, why don't they do some due diligence to send reminders about the expiration date? I don't personally believe this is such a hard rule as they're indicating.

  3- I moved away so anyways this expiration ******* is of no use to me (or the gym membership which I'm paying for 2 extra months) as I've already explained to them multiple times
  
  Sincerely,
  
  *********************

• Initial Complaint

  07/21/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Hi there,I cancelled my and my wife's membership several months ago at the Gold's Gym in Woodinville, ** due to moving out of the area. I realized recently that they had cancelled my membership, but my wife's membership had not been cancelled. The gym directed me to an email address, and I explained the situation. I was told that there was absolutely nothing that they were willing to do and I am out several hundred dollars. The email directed me back to the physical gym, but they already stated that I needed to email for further assistance.

  Business response

  07/22/2024

  Hello and thank you for sending us this message.  We have reviewed the members concern and have the following information.  Our membership are individual memberships requiring each individual to sign up for their separate membership and therefore separate membership agreement. We have an easy cancellation process where the member may cancel online through the online cancelation portal or may email ********************************************* to cancel.  We show **************** canceled his membership directly through the online portal on 5/1/2024.  While **************** does not reference his wife's name in this email, we did a search and see that *************** sent in an email request to ********************************************* on 7/15/2024 regarding the member by the name of ************************************************. Unfortunately, we do not show any record of cancellation request through the online portal or through email to our member services. Had ******** or **************** submitted the cancelation for *********'s membership through the online portal like he did his membership, it would have canceled then and the member would receive notification. The same if that was the case via email as well.  There was no request to cancel *********'s membership until 7/15/2024 which is when it was processed.  

  Since the member/**************** did not cancel *********'s membership until 7/15/2024, the member would be responsible for the 8/4/2024 dues amount. However, we will waive this final 8/4/24 bill date and nothing further will be due from the member. Thank you.

• Initial Complaint

  04/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am requesting a refund for the money paid for the swimming classes for my kids when I registered on 3/2/2024 for the classes starting 02/26/2024 to 3/27/2024:There were multiple issues:(1) Since the classes started on Feb 26th and I registered on 3/2, we didn't sign up for the first two classes. But the website didn't say that you are being charged full amount instead of prorated amount.(2) I was told today on 3/20 that the classes are ending today vs. information provided on the website during the registration process. So, I paid not only the full amount for the classes (2 classes missed) but also the classes supposedly ended one week early (2 additional classes).(3) Please see the previous email that I forwarded to ****** after ******'s email bounced. I noted in the email that the swimming classes started 10 minutes late but ended right on time. It is 1/3 of the time out of the 30 minute class that my kid was just sitting on the side of the pool waiting for the instructor to show up.(4) During the time the instructors were supposedly teaching the class, they were not in the water and just standing on the edge of the pool and asking kids to swim. While the kids were swimming, they were either checking phones or chatting with each other. No instructions on what to correct or improve on their strokes.(5) Finally, there was no report card given to the kids for how they did. So, I have no idea what the kids need to improve on or if my kids have passed the class. If I need to register for the next class, which level should I choose?

  Business response

  04/03/2024

  Hi ******, 
  
  Hope youre doing well. Can you help me transfer this complaint to the proper franchise please?
  
  *******************************

  Business response

  04/26/2024

  Thank you for sending this over.  We have reached out to the customer multiple times to address but they have not responded.  They did a chargeback so at this time we will work through that process.  Thank you.

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