Gold's Gym Customer Service

User Reviews, Ratings and Comments

Gold's Gym customer service is ranked #879 out of the 1023 companies that have a CustomerServiceScoreboard.com rating with an overall score of 21.81 out of a possible 200 based upon 685 ratings. This score rates Gold's Gym customer service and customer support as Terrible.

NEGATIVE Comments

674 Negative Comments out of 685 Total Comments is 98.39%.

POSITIVE Comments

11 Positive Comments out of 685 Total Comments is 1.61%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Terrible Overall Customer Service Rating

  • Gold's Gym

    Customer Service Scoreboard

    • 21.81 Overall Rating
      (out of 200 possible)
    • 674 negative comments (98.39%)
    • 11 positive comments (1.61%)
    • 3 employee comments
    • Attribute Ratings
      (out of 10 possible)
    • 1.3 Issue Resolution
    • 2.0 Reachability
    • 1.6 Cancellation
    • 2.7 Friendliness
    • 2.5 Product Knowledge

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Posted by V


Broken equipment for over one month ☹️
@ the Cerritos facility.

Posted by Sanaa


Paid full year membership then they closed the gym after few weeks of paying without notice and refused to answer calls and kept promising refund but never did
A clear case of fraud

Posted by Alex


Golds Gym Germantown. Sauna has been broken for over a month. Poor customer service and the staff is clueless.

Posted by Anonymous


I joined Gold's Gym online on June 1,2021. I though I was applying for a family membership for. Y husband and I. The charges were 35.21I reviewed my bank account on June 29, 2021 and noted that the charges increaed to $47.89 and was taken out on June 25, 2021. I called the gym and was told the fees were prorated to the 25th and there was no family plan. I requested cancellation for both myself and my husband. An email indicated it was approved but the charges were going to be taken out again on July 25, 2021 because I didn't give 30 days notice. I did give 30 days notice since I joined on the 1st, but the manager said no, it was 30 days from June 25th. I was extremely upset and the manager couldn't understand why. He talked over me the entire conversation. I asked him to provide a printed copy of the contract stating that it would be prorated to the 25th. He stated he could not do that, but neither can I . It has been extreme stressful, we find his behavior unprofessional and rude. The no contract contract is costing us an additional month charges. As new members we had no contact with the staff or manager, other than the instructors. Request cancellation effective immediately without additional charges.

Posted by Liz


Does Gold's Gym have a corporate policy for flying the American Flag? The gym at Roger's Ranch has flown a tattered American Flag for the past month or more. The manager is behind closed doors when I go to the gym six days a week. So 8 days ago, I left her a long note and I asked her to address the disrespect it shows to fly a tattered flag and to please refer to the Flag Act of 1942. The flag continues to fly - tatters and all. She has made no effort to address this with me. I do hope that you have a corporate policy to respect our flag and if your gym's choose to fly the flag they should ensure they do so respectfully. Thank you for addressing this issue.

Posted by Sue lee


I was assaulted by an instructor at gold gym roger ranch San Antonio , Tx , I reported and they did not do
Any thing about it.

Posted by David


I'm 70, a member in College Station for almost 20 years, see a trainer twice a week. I strongly object to your drops the mask requirement. I am not fully vaccinated, and only about 10% of my community is vaccinated. You are callously putting members' lives in danger, especially older members who are your most loyal customers

Posted by @EdwardDiazLA


March 5th 2021 around 1 30 PM I came to work out with a friend as a guest. We walk to the check in counter [outisde] we are told as a guest we need to check in inside. We walk inside to check as we are told to do so. I tell the girl at the front desk that I was a previous employee and was laid off and that I was not sure if my employee member ship was active. She calls her manager Gabriella [This is the West Covina location] Gabriella comes out and says "What is your question?" I told the same thing I told the girl up front. Gabriela says that she needed to contact my previous employee to see if I was cleared to check in as a guest. I was like ok. She contacted my previous employee and Gabriela was told it was ok for me to work out. She asked if I had an HR ticket I told her no I had no clue what that was. I told her it was not a big deal and I didn't care that I'll just go in as a guest. She said no we follow the rules here unlike other locations. She was very rude first came out she was being completely rude, had a attitude, was making hand gestures all ghetto! I felt she was being very aggressive and and I felt I was being discriminated at this point. Gabriella said now she needed to contact HR. She contacted HR they said it was ok to work out. I've never heard of this before. I hope this is noted as this is procedure according to Gabriella. As we entered the gym [outside] we are discussing what just happens we were so confused. Some of the gym members heard us talking about what just happened and asked if it was Gabriella, We said yes how do you know. We laughed. They said that she is always mean and very rude. I feel this girl Gabriella should not be a manger here she should set an example to her employees because of her I will not be referring any of my network to this location. As we continue to work out we heard other people talking about her too. It's seems like she is not very nice to anyone. I understand there is policy and procedures that need to take place but as a manger I feel like this could have been handled different.

Posted by Anonymous


I recently joined the Middle Island New York Golds gym.
I have been going to gyms for over 50 years.
The reason for this email is that the face mask rules are not being followed or enforced. Some members don't even try and fake it.
No announcements , nothing. It is horrible! Please do something to rectify this situation.

Posted by Mike


I'm a member at Gold's gym west covina for over 4yrs, and I've never seen this gym with so many people.. it is over crowded to where you can't work out and it's breaking all the rules of CDC 6ft distance too many people in a small area .. please fix this problem or will take it to the city for further action

Posted by sholson63


I would like to file a complaint about how you franchises run their business. I was a member for the Elkridge Maryland Gold's gym for about 3 years. My membership dues were directly withdrawn from by bank account bi-weekly. As of March of this year everything with my account was fine. In April and May I noticed there was no withdrawal from my account. I called my Gym to ask why thinking it was because of the Covid virus. It turns out that was part of the reason the rest was that my gym went out of business. I was not informed in any way about the closure so when I spoke to the person at the Elkridge Gym I asked to cancel my membership. Fast forward to one week ago I received a Collections notice in the mail from a collection agency stating I owed Gold's gym $258.39. I call the agency to ask what was going on and I was told I have not paid my membership for 6 months. Mind you , earlier in this email I stated that my membership was directly withdrawn from my bank account. the agent informed me that the payment request game from your gym in Olney Maryland about 23 miles away from my home which was about 6 miles from the Elkridge Gym I joined. I explained I did not belong to the Onley gym and the person form the Olney gym said that the Elkridge Gym transferred my membership to the Onley Gym. This was done without my knowledge, approval or consent. The gym I joined is only a 5 minute drive from my house. This gym in Olney is a 45 to 60 minute drive from my house depending on traffic. This is totally unacceptable. If this is the way Gold's gym works by forcing a member to go to a different location without even notifying them, I think your cooperation needs some house cleaning. I settled with the collection agency yesterday 12/21/2020 so there was not blemish from this on my credit report. I just hope that this message to you from me helps change your policies in the future so no one else get ripped off like I did. And I assure you that I will not return nor endorse Gold's Gym ever in the future.

A Very Dissatisfied Ex Member
Steve Holson

Posted by Unknown


Put my account on hold. I called a week or two weeks before Dec. I asked if it was put on hold and if I'm going to get charged for anything. They told me it was put on hold and I'm not going to get charged for anything. Got charged December 1st. I called the gym that supposedly put it on hold. They said it was put on hold and the amount I got charged can "go towards January". I asked again, is my account on hold. They said it was. Fast forward to December 12, I get charged a annual fee! The gyms have not been opened for a year. So why are they taking advantage of the pandemic situation. Luckily I was able to cancel my gym. SMH.

Posted by Thsenterprises


Having trouble getting refund from ISLIP, NY golds. Cant get hokd if corporate fax cause it dont work! No one answers at their number...they only refer you to your local gym-where the problem started!!!!!

Posted by Anonymous


Just had over $100 taking out of my account for a $27 monthly gym fee. Mind you I have not been able to workout due to the pandemic. I called to try to cancel membership since I did sign up during a month to month special and they tell me no I signed up on a annual contract so I can't cancel. I tired explaining to them that was incorrect. They refused to listen and got smart mouth with me ( employee Austin at Round Rock Texas Hester Crossing location. And Ed from the same location obviously purposely misinformed me and put me on a annual contract instead of the month to month. Thanks a lot for robbing me.

Posted by Jacoya


Help! The only non-private Golds Gym closed down nearly me so there's no where to send my cancellation letter to or go in person to cancel. What are the backup options I can take to terminate my membership? A membership I can't even use since there are no gyms near me.

Posted by ZJ


It appears during this economical struggling times that Golds Gym has decided to price gouge since the gyms in NC are closed. The Golds Gym at the location below has increased their monthly membership fee to $75 which is utterly ridiculous!I tried calling Golds Gym corporate office number for answers but of course I couldn't reach anyone. Best believe a complaint will be filed with the Better Business Bureau...
Golds Gym
2182 Cherry Road
Rock Hill, SC 29732

Posted by Anonymous


Many of us members will be calling Golds headquarters to cancel our memberships. We are still being charged even when our locations are closed. This us totally unethical and borderline theft.

Posted by Anonymous


I want to know why am I still being charged a monthly fee when the gym is closed?

Posted by Anonymous


My husband uses the Gold's Gym in Hackettstown, New Jersey. Numerous times he has complained about people not cleaning machines after use, but nothing seems to be done.
He isn't going back because of this happening.
Why can anyone listen to complaints especially when it concerns sanitary conditions ???

Posted by Anonymous


The Gold's Gym in San Antonio at Bulverde and 1604 is condoning extremely unsafe practices and the staff does not care the least. The uneducated staff continues to allow free weights to be thrown around the cardio area, which is obviously outside the free weight area, with members coming and going from a classroom directly in the area, members walking about the cardio area, and members walking through from the front using this area to access other areas of the gym. The individual doing the free weights throws them down from the highest point above the head. It does not take a scholar to figure out just how unsafe this is. Yet the staff, bewildering me beyond disbelief, does not make the individual move to the free weight area, their brain cannot put the two together and determine the unsafe condition...they let the unsafe practice continue. This is certainly not the first time, has happened on numerous occasions which now make it standard practice and allowable at this location. This is unbelievable. I will give the location one more opportunity to stop it next time it is observed, and if not, will begin a campaign to identify this location as extremely unsafe and one that only cares for the free weight members at the expense of all others. As I have observed this over the course of several weeks, I am still amazed that the staff has no clue, or just flat out does not care. It is crazy that a large corporation will sell itself out for the few to make a buck. The team and me are ready for our social media campaign, I hope Gold's preempts that and begins to take safety more importantly than it does now. Thankfully there are many other options available that we will begin a campaign to advertise if this continues. Your customers' safety should be of the utmost concern, why it's not is mind-boggling!

Posted by Johnny


Extremely poor service at the Gold's Gym in Thousand Oaks, CA. Their managers Nichole and Dashawn were rude, irresponsible, aloft and simply don't care about what is going on in the gym and they do not make any attempts to help customers with legitimate concerns. No wonder Gold's Gym were reported as TERRIBLE in the Customer Service Ranking, #829 out of #950 during the review process.

Posted by Anonymous


Very unprofessional staff her name was Savannah the first one I called all I wanted to know was how much it would be for a single person to join the gym she had no manager no supervisor no sales representative who could tell me how much it would be very disappointed I have 3 family members that go I just wanted to join now I will look for another gym that can actually tell me a price over the phone

Posted by Anonymous


7650. Fm 78 i mentioned3 thread mill machines 3 came back a few times. Management refused to put. Signs. They don't care. I am at Location garbage are. Full. Employees. See trash. Still there. Very lazy. Management

Posted by Anonymous


Please contact me im getting over charged i asked for the cooparate # they gave me the ofallon # i will go to the news if i don't get a response

Posted by Anonymous


I will be forwarding this email to the news & record newspaper, if this issue is not resolved at the High Point North Carolina location. The Rush cared about their customers. Customer were never treated or talked rudely. The Gold's Gym appears as though they do not need customer in their gym or their money. Especially if you are a black member. Black members are yelled at, laughed out, and watched while getting dressed in the bathroom by people who do not even work in the gym. That person makes smart remarks to you and be rude. This starts at 7:56 PM, after an announcement is made that the gym is closed at 7:55PM. A person that does not even work for Gold's Gym told me I do not care if you do a complaint. Her name was Beth. Black people are being harassed at the High Point North Carolina location on the weekend. The NAACP will be contacted about this harassment! When calling to report the treatment to the manager, no manager on duty. Employees at the High Point North Carolina say if you call the corporate office to make a complaint they do not care. The corporate office will just tell you to deal with the gym you are at. On May 19, 2019 my daughter and I went to the High Point North Carolina location. As soon as we walk through the door, an employee name Terry started yelling at us rudely about the time. I asked him if he was new employee. He said no. I explained to him that is no one should talk to a customer like that. He told me that he is doing his job. I explain him your job does not say be rude and mean to customer. He laughed! I asked for the corporate number? He said I do not have a corporate number. Terry was only going up to the black customers telling them to get off the equipment and get out it was only 7:55 PM. One customer asked him to stop yelling. I called the office the next day to explain how Terry was treating customers, no manager available. On May 20, 2018, I went to the gym just to get steam. Around 7:55 PM an announcement came on saying the gym was closed while I was in bathroom getting dressed. A lady came in the bathroom saying gym is closed. I explained to her it is just 7:55 PM. She said some name of the employee on duty wanted to leave right at 8:00 PM. I explained to her I am dressing. She was making smart remarks. Her name was Beth. She did not even work at the Gold's Gym. She told me it was OK do a compliant with the corporate office. She had a nasty attitude. I walked out of the gym at 8:01 PM. How can these employees treat customers like this? How can people that do not even work for Gold's Gym watched them dress in bathroom and talk to us any kind of way? Why do Gold's Gym have a corporate office, if you do not follow up with your gyms or care what happens to customers paying for your service?

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Posted by Anonymous


Been going to Golds Simi Valley and Thousand Oaks, California for over 10 years. I love the Les Mills Body Combat program. All of the instructors are amazing. But especially Soni, the combat instructor in Simi Valley on Friday nights. She is excellent and is just like a Les Mills presenter that I have seen at their Body Combat performances at the convention center. Even some outside Golds regional guys wearing suits came in to visit, and stopped what they were doing, and walked in our class and told her she was an excellent instructor. Rebecca is also excellent and extremely an experienced teacher.

Posted by rmburrell


I wanted to cancel my membership with Gold's Gym because I received a letter in the mail stating that in the next month my dues would be going up. I was prepared for showdown and a lot of the run around. I called my local gym and they gave me the corporate number to call. After a few minutes on hold, an extremely pleasant young woman answered and after giving her some information she asked how could she help me. I explained that I wanted to cancel my membership. She said she was sorry to hear that and wanted to know if there was anything she could do. I said no and then gave me the last payment date that my bank would be drafted along with the date I could continue to use the facilities. She then thanked me and said have a wonderful day! I was stunned! No fight! No hassle! No shaming! I did complete my contract with Gold's Gym but it wasn't anything like I had experienced before with gym memberships. If I decide to go back to a gym it will definitely be at that gym!

Posted by Bryan davis


Being going to golds gym for years best gym in TN always pleasant n clean environment for bodybuilding r just being fit all kinds of new machines great classes n trainers great supplements shakes n supplys staff is always willing to help with any questions u have prices r great

Posted by Nuria Olmo


From day one that we applied for membership.. We never had absolutely no complaints what so ever Workers, weights, bathroom/shower's never a problem!

Posted by Anonymous


Hello,
Strong comments for Golds Gym Montgomery, AL. I want to pass on kudos for Jeff Young, GM and Chris the Asst. My wife and I love the gym. I'm 55, she's 40. We do classes, cardio, free weights and machines. The staff is friendly, helpful, and the place is CLEAN! Locker rooms are immaculate. 28 April 2016.
Thank You
John Anderson, Lt Col, USAF (Ret), 25 Years, PHD.

Posted by Pastor Jeff


I have been going to Gold's Gym in Killeen, Texas since 2009 and have watch three different managers come through with no improvements of the facility until the current new manager, Justin. He has accomplished more in the last 2 months that all of the other three put together. The hot water tub in the pool area is clean and perfect for that much needed and refreshing relax time after a work out. The pool has gone from a disgusting dirty area to a clean and enjoyable place to do my laps. The hot sauna has been renovated and is clean and well kept. Many of the old and worn pieces of equipment on the gym floor have been repaired or replaced. Customer service has gotten much better under Justin's oversight. Kudo's to Justin.

Posted by Anonymous


Today is February 29, 2016. Last week I went to Golds Gym located at Bandera Trails in San Antonio, Texas and I talked to a Hispanic salesperson (woman) about trying to get a family member a membership at Golds Gym. She looked at my file and she immediately said that I could Not do it. She explained to me why; but it made no sense to me. I left the club disappointed but i did not give up. I went to Golds Gym at Bandera Pointe (San Antonio, Texas) and talked to the salesperson there who was most informative and helped me with my dilemma.I got my family member a membership and we were quite pleased with the resourceful and informative person at this location. I did not get the salesperson's name at the Bandera Pointe location but we appreciate intelligent and helpful people like her. If it had not been for her my son and I were going to cancel our membership.But we did Not. Mr Martinez

Posted by Anonymous


Beware the sales guys are sharks!!!thought I was signing up for 2 months for personal trainer but they signed me up for a whole freaking year!!! $589.00 a month!!!

Posted by Kat


I am an Asheville,NC. resident & have been a member of The Rush for many years. It has recently been bought by Gold's Gym.
I am writing to express a great interest in the amazing employees who have been a part of my gym experience during these years. They provide a strong community in which Asheville thrives.
In regard to this,I am requesting that coporate maintains positive relationship& the best interest of employees in mind. They are a valuable part of our entire gym experience here.
Thank you,Kat Cortellucci

Posted by Anonymous


Love the staff at Gold's Gym, Merrifield. The front-desk staff members are pleasant and helpful and this location has an impressive array of Group-X classes and instructors. I'm starting to check out other classes at Ballston, Va. and Four Corners (Falls Church, Va.) but Merrifield's my anchor. I'm in excellent shape and, at age 57, that's an achievement. Down to YOU, GG! Keep cookin' that winning formula. -Barbara Bryant; one of your biggest cheerleaders.

Posted by acee


Friendly helpful staff. I would rate the customer service I've recieved as way above average.

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Posted by KingLewis


I thought about getting a membership with Gold's Gym. The Gym wasn't ready. I tried applying for 3 positions and met the qualifications 100%. After calling and being told the positions weren't available. They were reposted and still haven't been filled. Why do they they keep reposting their jobs if they don't want to hire certain people who meet the qualifications 100%? This company won't be around for long.

Posted by Anonymous


You guys fire a wonderful manager for some she has no control over. She wasn't at work and you keep the girl that brought her lil baby to work a d put the child in a box behind front desk and leave desk unattended. But she still working there. Come on man. On top of that you have photos videos of incident.instead of figuring should call child services. Golds gym Montgomery Alabama

Posted by krmsmommy


I was an employee with Golds Gym. From the time I started til the time I left it was horrible. From my first day of training the girls did not want to train me. Any questions I had they always just said "ill show you later" but never did. I was an opener which meant I had to be there to open the gym at 4:45, but I always had to wait on the other girl to come in around the same time to turn the computers on so I could clock in, (because they would not give me the passwords to logon), which meant I was clocking in 15 minutes late every morning because everytime I asked about passwords I was told "ill show you later". I got written up for that and for not being able to make it to work because my car wouldn't start and no one would wake up at 4:30am to help me and because I didn't have someone to watch my daughter one morning at 4am I got fired with my 1yr old sitting in my lap. And guess what my so called SUPERVISER said to me... "Do you know how hard it is getting a 4 month old up and ready at 4am?" UMMM YES I DO BECASUE I HAVE A CHILD MYSELF DUMB ASS!! I will NEVER recommend GOLDS GYM to anyone, not for a job not for a gym. And I would never give them another dime! They are so money hungry they don't care about their members at all.

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Contact Information
Corporate Customer Service
866-465-3775
Customer Service
877-877-0343

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