Business Profile

Fitness Center

Gold's Gym SoCal

Headquarters

Complaints

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

Customer Complaints Summary

88 total complaints in the last 3 years.
56 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.

Initial Complaint
Date:09/26/2025
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.
Please see attached letter explaining my dispute. This business values revenue and making money more than compassion and the care of its patrons. I am requesting a refund and considering pursuing legal action due to the undue emotional distress this has caused me during an already stressful time. I was hospitalized and continue to be unable to both work and exercise. The lack of compassion and customer service has been unacceptable. I tried submitting a complaint to the Gold's Gym legal department at REMOVEDand received a message that the inbox is no longer monitored and to contact my local gym.Charges:$49.99 on 8/20/2025 $108.00 on 9/2/2025 $34.99 on 9/8/2025 $108.00 on 9/16/2025
Business Response
Date: 10/07/2025
Hi REMOVED,
I am so sorry this has been such an inconvenience. I just double checked everything, and I see that the club has already submitted the requested refunds, and they have already been approved and will be processed this week.
Again, I'm so sorry for all of this and I have already processed your membership cancellation as you have requested. If there is anything else I can do to assist, please let us know.

Thank you,
REMOVED
Initial Complaint
Date:09/09/2025
Type:Product 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 am filing a complaint against Golds Gym REMOVEDregarding their failure to process my membership cancellation despite multiple formal attempts.On June 23 and 24, 2025, I emailed the general manager at the email address listed on Golds Gyms official website, requesting cancellation of my membership as I was moving out of the country. I did not receive any response.On August 29, 2025, I followed up with another email, attaching proof of my foreign relocation (a copy of my foreign drivers license) and restating that I wanted to cancel my membership immediately. Again, no response was provided.On August 30, 2025, I sent a certified mail document to Golds Gym Fullerton providing my 30-day cancellation notice, agreement number, and relocation proof. I explicitly stated that if I were charged beyond the notice period, I would dispute the charges.Despite these repeated and documented efforts, Golds Gym ignored my communications. Their failure to acknowledge or process my cancellation resulted in me being billed for monthly dues even after I had formally submitted cancellation requests through multiple channels.Only today did I receive a text message from Gold's Gym, trying to convince me to keep my membership. 75 days before I initially submitted by request to cancel. Unbelievable.This neglect forced me to go through unnecessary steps, incur additional charges, and experience undue stress. I am submitting proof of my June 24 and August 29 emails as well as the certified mail dated August 30 along with this complaint.Resolution Requested:- A full refund of the monthly dues charged after my initial cancellation request dated June 24, 2025. - Written confirmation that my membership has been permanently cancelled with no further charges.
Business Response
Date: 09/16/2025
Hi REMOVED,
I am so sorry about the hassle you experienced cancelling your membership, and thank you for attaching the screenshots to your complaint.
I have gone ahead and submitted a refund for your August and September monthly dues. We do require a 30 days notice to cancel, so you would have been billed that 7/1/2025 payment, but your August and September will be refunded back to the card it was billed.
For your records, your refund request is #REMOVED.
If you have any additional questions, please let me know.
Thank you!
Customer Answer
Date: 09/16/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is somewhat satisfactory to me.

I want written confirmation that my membership is cancelled and my card will not be charged further.

Sincerely,
REMOVED
Initial Complaint
Date:08/29/2025
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.
The contract I signed with Golds Gym indicates that a member can cancel their membership at anytime - its a month to month contract. It states that in order to cancel the membership, a person has to submit a letter in writing and mail it to the gym, drop it off, or send an email. When attempting to do so, I was notified by REMOVED, a manager, that I would have to go to a different website to cancel, which didnt make sense and it is not stated on my contract. At the time, the website did not clearly state how to cancel or where to cancel the membership. I reiterated to the REMOVEDthe general manager, that my contract stated that I needed to send a written statement wishing to cancel my membership. He asked me to email him, which I did. I later find out that my account was sent to collections due to failure to pay. When I called Golds Gym to ask why that happened. A new general manager, REMOVED, stated that REMOVEDsubmitted a ticket to cancel my membership and it was denied. I was never informed about this. I informed REMOVEDthat my contract doesnt state that the only way to get out of a membership is to do it online. He stated that the contract does state that, so I asked him to point out where. It doesnt, he couldnt point out where. I signed the contract on 08/29/24. I reached out to Joshs manager, REMOVEDand did not receive a response. If the only way to get out of the contract an online form or website, the contract should be updated. It should clearly state that. REMOVEDblamed the fact that I signed up online with the reason I was not informed about the REAL cancellation policy. How I signed up for the membership shouldnt determine if I receive accurate information or not. It should be clear from the start. Also, I should have notified me that the cancellation request was denied.
Business Response
Date: 09/02/2025
Hi REMOVED,
Thank you letting us know about your experience trying to cancel your membership. I am so sorry it was a hassle to do so.
I have requested your Removal from Collections with nothing additional owed. For your reference that ticket number is 519741.
If there is anything else we can assist with, please let us know!
Initial Complaint
Date:08/01/2025
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.
I had gone in to cancel my account pay off any previous due REMOVEDno pointwhether in person or over the phonewas I told that I needed to pay for another full month of membership in order to cancel. I was told the account had to be brought current and that I needed to complete the cancellation process, which I did. The employee at the REMOVEDwas also made aware that the card on file had been turned off and replaced, which explained the failed payments earlier this year. However, I was not advised to update or replace the payment method at any point before or during the cancellation process because I would need to pay for another full month of the membership I was canceling at the end of the month.Additionally, I followed up via email in April to confirm my cancellation and received no response or further instructions. I was never informed that an additional payment was required for cancellation to go through or that my payment method needed to be updated.Had this been clearly communicated to me, I would have taken the necessary steps. Id really appreciate if we could find a fair resolution here given the lack of information provided at the time.
Business Response
Date: 08/11/2025
Hi REMOVED,
I am so sorry for the inconvenience this has caused you. I can see that you cancelled your membership online. It does show that you had a Pending Cancel amount due of $27.95. I know you now know that's why the membership never cancelled. If we can collect that final payment, that would be all that is owed.
I have noted the membership, so you can call the club directly and make that payment. They can remove you from collections at that time.
If you need anything else, please let me know!
Initial Complaint
Date:07/31/2025
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.
Upon signing up for a membership at Gold's Gym (located at REMOVED), I was informed of a referral promotion: if I referred two individuals who purchased memberships, I would receive two years of membership free. Based on this information, I encouraged multiple friends and family members to join. One referral was completed successfully using my referral.The second referral involved my friend who visited the gym during the week of July 14, 2025, and worked with an employee named Destiny (DJ). She acknowledged the referral but claimed that there were technical issues and promised to manually enter the referral information later.On July 21, 2025, I visited the gym in REMOVEDto confirm both referrals had been properly recorded. I was informed by General Manager REMOVEDthat a referral must be processed when the new member sign up. He said Destiny should have asked for help instead of promising that she could add the referral later. REMOVEDapologized, and said Destiny is a new employee. REMOVEDsaid unfortunately he could not enter the referral retroactively, and could only offer me one month of free membership. REMOVEDsuggested I can try to refer a third REMOVEDto qualify for the promised two yearsdespite the fact that this error stemmed directly from a Golds Gym employee.This situation is deeply disappointing. My friend was explicitly told the referral would be entered by Destiny, and I relied on that assurance. I should not be penalized due to an employees inexperience or mistake, especially when both the intent and the qualifying actions for the referral program were fulfilled.I am respectfully requesting that Golds Gym honor the referral agreement and grant me the two years of free membership I rightfully earned. I am hopeful we can resolve this issue amicably and without the need for formal complaints to the REMOVEDBetter Business Bureau, or small claims court. Please contact me for more details and resolution. Thank you.
Business Response
Date: 08/11/2025
Hi REMOVED,
I am so sorry about the hassle this has caused. At this time, since no membership payment have been made, I cannot add any credit to your account, nor can I retroactively enter the referral in the system.
We can still honor the time, I would just need you to reach out to me personally so I can revisit this when it is time to apply the free membership dues to your account. You can reach out to me directly at REMOVED
Thank you!
Customer Answer
Date: 08/14/2025

Complaint: 23666332

I received a response back from Gold's Gym, asking me to email REMOVEDdirectly for a resolution. I did so, and asked when my 2 year free membership will start. I have not received a reply from REMOVED.

Sincerely,

REMOVED
REMOVED
REMOVED
Business Response
Date: 08/22/2025
Hi REMOVED,
I know we were corresponding via email. If there is anything else I can help with, please let me know!
Thank you!
Initial Complaint
Date:07/15/2025
Type:Product 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 canceled my Golds Gym membership in person at the REMOVEDlocation on April 19, 2025. I spoke with staff directly and followed the cancellation procedure at the front desk. I was told my membership would be terminated, but REMOVEDcontinued to receive charges for the last 3 months totalling $83.85. This is unacceptable and a breach of good business practice.Resolution Sought:I am requesting:1. A full refund for charges made after April 19, 2025 2. Immediate confirmation that my membership is officially canceled and that no further charges will be made
Business Response
Date: 07/21/2025
Hi Duke,
I see that you logged in and cancelled your membership on 7/15/25. There is no record of any cancellation prior to that date. You will not be billed any additional amounts for your membership.
Thank you for being a valued member with us.
Customer Answer
Date: 07/22/2025

Complaint: 23602784

I am rejecting this response because:

Sincerely,

REMOVED
Customer Answer
Date: 07/28/2025
I cancelled in person, was asked why I'm cancelling and believed it was cancelled. Probably employee incompetence or just commercial gym's like golds being money hungry. Anyways i filed a charge back, the money isn't as bif of an issue as golds trying to scam me for a little over 80 dollars.
Business Response
Date: 08/11/2025
Hi Duke,
I see that you signed in online to cancel your membership on 7/15/25, but I don't have any record of a previous cancellation. I have gone ahead and processed an immediate cancel to ensure no additional charges are added on to your account.
In regard to your previous charges, unfortunately I cannot touch those since you have filed a claim through your bank.
If there is anything else you need, please let us know.
Customer Answer
Date: 08/12/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me however you should make sure when someone cancels in person it actually goes through when an employee tells you it is cancelled.

Sincerely,

REMOVED
Initial Complaint
Date:07/08/2025
Type:Sales and Advertising 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.
Hello, I am a former member at Golds Gym SoCal in REMOVED. Ive been a member there for many years, and I never had a problem with any of the employees until recently, until the front desk manager started giving me problems. She had made false accusations against me, and tried to get me unfairly banned from the gym. I filed a complaint against her manager and mall security for following me around the parking lot despite camera footage. Nothing was done and I was banned from the gym over false accusations. I tried to email the gym, and its corporate to get my membership back to settle the misunderstanding between us, and Id like to get my membership back because I enjoyed working out there and NEVER had any problems with its employees the past 6 years, and even a director can vouch for me there. I have been improperly banned there despite evidence of the front desk girl harassing me in the streets. If they give me my membership back with no extra charges, I can come back there trouble free. If not, I need a refund at least 6 months of gym membership charges in total to 1 year to make up for the trouble I am having. So for 6 months thats 155.94$ in a paper check, to $311.88 for 1 year. After my refund; Id like ALL my credit card and debit card information to be REMOVED from all their systems to avoid further charges after this. I believe this is fair due to the unfair treatment I received at my local gym. If they do not comply with my demands, I have to file a claim to small courts business They have not responded to my emails to my complaints and I need assistance from you guys REMOVEDphone number is INACTIVE, please contact me through my EMAIL for further questions, BBB.If my complaint goes to the website publicly, please remove the dollar amounts Im requesting and the description of the incidents of the parking lot stuff. Make the public version unpersonal as possible Thanks
Business Response
Date: 07/14/2025
Hi REMOVED,
Your membership was cancelled, and you were refunded for the month that you were billed prior to your membership being cancelled. You will not be refunded for previous months you were using the gym.
Due to the documented incident that occurred, there is nothing additional for us to do at this time.
Thank you.
Customer Answer
Date: 07/14/2025

Complaint: 23560294

I am rejecting this response because:

You have not investigated the issue with your employee, REMOVED. There is security footage of her following me around. I do not accept this final offer. I believe this is unfair. I want my membership back due to unfair treatment. Your employee didnt obey her managers rules when they told her to avoid me and she didnt, she insisted on getting me banned. I do not accept this kind of treatment. Otherwise I insist on getting another refund of 6 months to a year if you do not hold your employee accountable. She kept being rude to me when she was told not to. Please hear my side of the story
Sincerely,

REMOVEDCabral REMOVED
Business Response
Date: 07/21/2025
Hi REMOVED,
There is nothing additional to do at this time. Your membership will remain revoked at all SoCal locations.
Thank you.
Customer Answer
Date: 07/22/2025

Complaint: 23560294

I am rejecting this response because:

Sincerely,

REMOVEDCabral REMOVED
Initial Complaint
Date:06/27/2025
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 have been seeking a refund of $108 from Gold's Gym located at the REMOVED, REMOVED, REMOVEDfor an unauthorized charge to my card on April 25, 2025. I dealt directly with REMOVEDwho convinced me to sign up for a 3-month training session, payments to which should have ended April 11, 2025. Upon REMOVEDinstructions, I emailed him before April 11, 2025 to stop subsequent charges. On April 25, 2025, an unauthorized amount of $108 was erroneously charged to my card. I sent several emails to REMOVED, REMOVEDand REMOVEDseeking a refund. None of these men have responded to my email or returned my call. I am 79 years old on a fixed income, and these men have taken advantage of me due to my age. I have a free membership to Gold's Gym through the REMOVEDSilver Sneakers program. My last training session coincided with the last payment charged to my card on April 11, 2025. I just want my money back since I did not receive any goods or services from this gym related to this charge.
Business Response
Date: 07/03/2025
Hi REMOVED,
I am so sorry about this. It definitely should not have come to this, and I am so sorry for the inconvenience this has caused.
I can see that you emailed REMOVEDon 4/17/25. We do require a 10 days' notice to cancel personal training, so your payment on 4/25/25. Would have been your final payment.
I'm very sorry that nobody responded to you. This will be addressed with the current team. Again, I am so sorry.
Initial Complaint
Date:06/24/2025
Type:Product 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.
The Golds Gym is refuse to cancel and refund money Im asking for services that don't provide, the coach did not show up. and Gold Gyms is chargin late fees. this charges is REMOVEDdlls 6 times for 12 sesion training, for this situation I don"t confortable to continiun goin this place and rigth now, Golds Gym personal is refusing to cancel my membership Gols Gym is charging me REMOVEDdlls a mont the contract is for REMOVEDI already send email to cancel on 06/02/25 06/12/25 06/20/25 and multiples calls and visits on locacion golds gym .this is that explanation and emails already send to:golds gym location REMOVED:REMOVEDsistem Golds Gym never let me do login to cancel , all time show error to register I send you explanation on pictures Than you for help me to resove this issue Contract number is # REMOVED-676652 golds gyms problem is REMOVEDsistem don't let me go with the correct Golds Gym location to submit
Business Response
Date: 06/26/2025
Hi Arturo,
I am so sorry for the experience you had with your training. It is unacceptable and will be addressed with our team accordingly.
I see that the membership is already cancelled. I have gone ahead and submitted a refund request for your unused personal training sessions totaling $344.
While I completely understand why you've chosen to cancel your membership, I would still hate to see you go. If you're willing to stay, I'd love to waive 3 months of your membership dues. If that's something you're open to, please let me know.
Again, I'm very sorry about your experience. Thank you for being a member with us.
Customer Answer
Date: 06/26/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23499587, and find that this resolution is satisfactory to me.

3 months with out charge monthly? , how this will work , I pay again anual fee ? I Already pay it on may 2025 , if I don’t pay it anual fee I’m ok to come back , please let me know and please send me email to confirm it , just on the case on location Golds Gym ask me to pay this 3 months.

Sincerely,

Arturo Aguirre
Initial Complaint
Date:06/24/2025
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.
I enrolled at golds gym since before the pandemic, I dont think I went to the gym more than 10 times in 5 years, yet every single month I paid for having my membership initially $9.99 then REMOVEDthen finally REMOVED. I called to cancel my membership because I decide that after all these years of paying on time I was not going to continue wasting my money if I was not using their premises.I called the gym to cancel and they asked me to send an email which I did. Then I called again bc they kept calling me and the receptionist said that someone would call me back. No one did. I called the other number (billing office) and was never able to get through. When I got this membership, I paid the 1st and last month. I did call and request to cancel. Now this debt collector is trying to send me to collections for 138 Dlls. I am not going to pay for that. I followed the appropriate channels of communication and nobody called/contacted me back. I continued to paid during the pandemic when it was not even opened. I want this to be removed.
Business Response
Date: 06/24/2025
Hi Montserrat,
I am so sorry for any inconvenience this may have caused. Can you please forward me the email you initially sent to cancel your membership? Once this is received I can review it and better assist you. My direct email is: [email protected]
Thank you!

Samantha

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Gold's Gym SoCal is BBB Accredited.