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:02/16/2024

  Type:Customer Service 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 a member of Gold's Gym for over ten years and have used it regularly. Today, February 15, ****, at approximately 3:30 p.m. I went to the gym to lift weights. I found an empty bench and began my workout. I was approached by a young man and his colleague on the next bench that I had taken his spot. He had not been there and thought that if he laid his weights near the ********* marked his reservation. I explained to him the gym rules at which point he and his colleague began cursing at me, calling me "old man" and trying to intimidate and bully me. I did not feel safe. I called the front desk for assistance and it went into voicemail. I then called the ******************* who told me to wait by the entrance. When I got to the front desk, the manager, *************************, was there and I told him what had happened. Shortly thereafter, the police arrived. I explained that areas such as business, the gym, restaurants, etc. had to feel safe and that there was no place for intimidation of a senior citizen. ***** had no interest in reinforcing the gym rules. He talked to the two young men, who told a completely different story and in essence told me that I was lying. He asked me how this could be resolved, and I said I would like an apology. The entitled young men who thought that they controlled everyone's access to the equipment refused, which was not surprise give his level of entitlement. I asked ***** if I could talk with his supervisor and he said that was the owner of the facility but would not provide me with contact information saying the owner could read my reviews. In the final analysis, there was absolutely no regard for enforcing the rules of the gym, allowing members (particularly senior citizens) to be intimidated an bullied and creating an unsafe public space.

  Business Response

  Date: 02/16/2024

  Good Afternoon,
  
  My name is *************************, the General Manager of Gold's Gym Swift Creek. Yesterday (02/15/24) I returned from lunch at around 4pm, and was approached at the front desk shortly thereafter by a disgruntled ***********************. ************ came up and immediately demanded that I "kick out"another member of our gym for alleged bullying and discrimination towards him. He let me know that he had already called the police, and that if I didn't act quickly he was going to "speak to my supervisor" because I "don't know how to run a gym". He also informed me that he would be reaching out to the Better Business Bureau and was going to get this place investigated.I first asked if he was alright, and he said he was angry and felt threatened.I then asked where the gentleman was, and he pointed to a man who was calmly having a conversation with some other members at the treadmills several meters away.
  
  I told ************ that I would go speak with the other member and see what he had to say, so that I could decide the best course of action, which seemed to aggravate him. I asked if he would rather wait up front or outside while I spoke to the other gentleman, assuring him that I wanted him to be wherever he felt most comfortable. He chose to wait on our bench directly inside the front door for the police to arrive. He kept telling me to kick the other gentleman out without hearing what he had to say, but I chose to go and speak with the other member. I did this because I did not see what happened and I do not make decisions based upon one sided claims. Also, I didn't want the other gentleman coming near ************ at the front door until I recognized that there was no hostility. I walked up to the other member who was very calm, and had a different story than ************. The gentleman also had 4 separate witnesses to back up his side of the story. I was told that *********** had hopped onto a bench that was in use by the other man, and when the man asked Mr. **** if he wanted to work-in with him as he was already using that bench, ************ had gotten angry and started using abrasive language and "freaking out" as the witnesses stated. The member said that he was perfectly fine to talk to the police, as he was a police officer himself and that, in his opinion, no conversation between him and ************ warranted a phone call to authorities.
  
  After hearing what the other member and several witnesses had to say, I asked ************ how he would like to proceed moving forward, as being comfortable and safe in my facility is a top priority for me when it comes to our members and my staff. He asked for an apology from the other member, to which I went back over and asked for in hopes of reconciliation and peace between the two. The other member didn't want to offer an apology, as he says he did nothing wrong, and that ************ overreacted to a very minor situation about using someone's weight bench. After I informed *********** that the other member did not want to apologize, he got very angry and asked for my "supervisors" number with a raised voice. We are a franchised location, so the only authority figure I report to is the club owner whose information we do not give out to the general public. After I kindly informed him of this, he told me he would be leaving bad reviews and once again will contact the Better Business Bureau- and that he would like to cancel his membership. I kindly told him I will cancel his membership for him if that's what he truly wanted.
  
  The police showed up, and discussed the situation with the other member and ************ separately. While the police were talking to the other gentleman, I took ************ to the front desk and started his cancellation process on the computer. I used "immediate cancellation" on his account as a courtesy- instead of our usual 30 day invoice notice policy, as I didn't want to anger ************ any further by having to pay for his last month.  After talking to both parties, the police came back to the front desk as we were finishing the cancellation process, and addressed him as myself and one of my employees were waiting patiently behind the desk. The police discovered there was no threat and asked ************ what he wanted them to do. ************ told them that he wanted to press charges on the other gentleman,to which both officers told him would not happen, as there was no crime committed. Even though the other gentleman allegedly called him an old man,they let him know that it was not a crime, and there was nothing they could do about it. He started telling the officers how he felt discriminated against because of his age, and told the black female officer that this situation is "the same as if someone called you the *** word!". After going back and forth with him for a few minutes, both officers told ************ that it would be best for him to leave. I kindly asked him to sign the cancellation documents on the pen pad, and the officers waited outside the building as ************ left. 

  Customer Answer

  Date: 02/16/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Allowing people to bully any gym member is unacceptable.  It is particularly unacceptable when a senior citizen is encircled by bullies and threaten, and the management is not available either on the floor or by phone.  I am filing a complaint with the corporate headquarters.  I have also contacted the ***** to which Gold's Gym says they are a member.

  
  Regards,
  
  *******************
  
  
  
  

  
  

• Initial Complaint

  Date:03/31/2023

  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 am currently a member at golds gym, I had been a member for almost 4 years and have their gold plan, 33$ a monthwhich grants access to the majority of gyms in my area. I recently moved and am no longer attending the golds gym locations as I have switched to another gym. When I called to cancel my membership. I was told I would have to visit the gym during business hours and speak with a manager to cancel the membership. That being the case I went in and was told by the manager that she could cancel it but didnt want to I was not give a reason why. I ask how it should be cancelled then and she stated that I will have to drive to their mechanicsville location, (the farthest one from my home) to even see if they will cancel it. This is completely against what their membership stated when I joined, stating hastle free cancellation. Now there trying to make me jump through hoops to get it canceled, will not give me clear help and are even stating Im not a member even tho my credit card is being billed regularly for the 33$ a month. Seems like theft at this point, they will offer no help and are giving me the run around while taking my money. Apparently this is a common issue now with this gym. Just need help.

  Business Response

  Date: 04/03/2023

  Hi! 

  We Spoke to the member. He tried to cancel at Swift Creek,but was told he couldn't at that location. We just went ahead and cancelled his membership and waived the 30 day notice. We also apologized for any rudeness he experienced. He said he was going to change his bad ****** review he left for **** as well. 

   

  Thank you!