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September 2024 by فاي
My family and I recently signed up for a free pass online to try out Gold’s Gym with the intention of potentially becoming members. We were excited to test out the equipment and classes at this location. However, our experience was unfortunately marred by the behavior of the person at the front desk.
Upon arrival, we were greeted with an unwelcome attitude. The staff member informed us that our free pass was only valid for the night we booked it. We signed up for the free pass around 11pm because we intend to go the next day. It was not indicated anywhere in the email confirmation or on the website that the pass is only valid for a certain day or it’s only valid the night we signed up for the free pass. We had planned to use the pass the following day, and if we had been aware of this restriction, we would not have made the trip. However, this was not the main issue at all. If there were restrictions regarding the pass in this location, we would have been okay with it. He could've explained it to us properly.
The interaction with this individual was disappointing and unprofessional. He was condescending and showed little interest in assisting us. We felt as though he was dismissive and unhelpful, which was surprising given that customer service should be a priority in such roles.
People in customer service positions should strive to assist and provide clear information to potential clients. Unfortunately, this experience left us with a negative impression of Gold’s Gym. We hope that management will address these concerns to improve their service in the future.
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August 2024 by Betty C.
I wanted to find a gym where I could work out near my children's activities. Knowing my 12-year-old wanted to go with me on occasion, I scanned Gold's website for age policies of guests with no luck. We visited Gold’s and asked a staff member if children were allowed and were told yes. We then asked if my child needed a separate membership and was given a contradictory answer.
Leaving unsure, I checked the website again and found the Silver membership, which allows one guest per visit. Since my child would go with me at most 2 days/week for the next month and maybe 1 day/week during school, the Silver membership seemed ideal. With no age policies online, I asked my husband to drop in to Gold’s the next time he was in the area. He spoke to a second staff member who assured him the Silver membership would allow children as guests. Feeling confident, I signed up online that night so I could go to the gym the next day. I searched the contract and, again, found no age restrictions.
When my child and I went back to Gold’s, a third staff member turned us away, as "guests had to be 16." After some back and forth, she allowed us in but flagged our account. A couple days later, I returned alone and found the staff waiting to tell me the gym guest policy was 18+ and that the policy was “everywhere.” Stunned, I spoke with the manager who said she would issue me a refund. At first I agreed but then felt something was off, so I asked her to direct me to the policy for assurance. Instead, she pulled out a card for a weeklong trial pass, which had the 18+ details in fine print. I asserted that was a different “guest” mechanism and asked where it was in the contract. She referred me to a section that didn’t exist, as our contracts were different, then excused it as a miss when membership options changed. The first staff member chimed in and asked who told my husband our children could be guests, as if to find a scapegoat (that wasn't him).
As a “middle ground” the manager offered to change my membership so my child would be policyholder and I the guest, which sounded wrong. I asked if I would be able to visit without my child and was told no. I told her that would not work, as I would want to attend alone the majority of the time. She then said I could purchase a summer student membership for my child—at double the cost of a normal membership. So, a supervised guest has to be 18, but now a 12-year-old can have their own exorbitant membership?
Shocked by the inconsistent and questionable messaging, I cited all of this as bad customer service and that the right thing to do would be to honor the contract. The manager got defensive and accusatory, repeating over and over that she would not make exceptions for me, claiming my family a liability. Disenchanted, I acknowledged that I would not change her mind, so the least she could do was to work with corporate to correct the policies/contracts for others. She fired back that she didn’t care about corporate and only cared about her location, "gave me options" that I just didn't like, and handed me the corporate e-mail address and told me to contact them, as I was not the only who recently complained about the same issues.
Aware of and indifferent to ongoing issues, misrepresenting policies, a lack of consistent messaging flowed to staff, severe lack of customer service. In some ways, I understood the manager's stance; however, how we got there left a lot to be desired. I’m glad the end result was that I was not locked into a contract with this gym. (Especially as each time I visited, there was no working A/C in the middle of summer.) I will be watching my financial statements closely for that refund.
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August 2024 by Timothy Brown
Called the night before, was told a legal adult could sign for a minors day pass, went in, and Brandon was very rude to us immediately and also pointed out because we were not locals, I was not allowed to work out at that gym. If are looking for good customer service, look at another chain
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July 2024 by Danny Ely
Edit - manager called and she was able to help me with my issue.
Biweekly membership price went up by 10% cost with no prior notification or email
Will adjust rating if they were able to give me any help
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July 2024 by Guillermo Caballero
Ehm, no AC in the hottest summer on record? Don’t thank me for my patience Gold’s, we’ve been working out on 90-100 degrees for months now. Prioritize the customers’ well being. You’ll be sued if someone gets hurts as a result of the high temperatures due to the lack of AC.
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July 2024 by Robbie Armstrong
They lock the door up to an hour before they close. I couldn’t get in tonight and I showed up 30 minutes before they closed.
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June 2024 by Rich McIntyre
Nice gym. I have visited but I am not a member.
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June 2024 by Rich Casto
For almost a month now we have had to workout in 80 plus degrees. No urgency. Told to drive another Golds if we don’t like it. Beware joining this gym. The customer experience is not a priority.
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April 2024 by Jay Cee
Attended my first " body pump" class here today, and it will be my last with that instructor! I'm not sure why she went so fast!! Oh, maybe the fact that she has to pickup her children ? this was communicated at the beginning of class; in addition, instead of 60mins, it will be a 45min class.
I attend group classes at lifetime fitness 3x weekly, and instructors are MUCH more helpful. I only decided to try this class bc I live less than a 5-minute walk.
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March 2024 by William Cole
Mold in bathroom
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March 2024 by Aadi gg
Ok gym But the contant thumping of hip hop and thug life music that doesnt represent the customers that attend is distracting
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February 2024 by Ana Delgado
Facilities are good, they stamp your parking ticket for the first 2 hours.
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February 2024 by Jerad Szadkowski
Fantastic gym and experience. Switched over from my home gym of 4 years two days ago, and have been in love.Only issue! The main reason I switched was for the sauna, however, the sauna only goes to 160 degrees. Wish that it would be 180 degrees like other gyms.
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February 2024 by Bill Johnson
Great staff and fabulous facility!
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February 2024 by Mouhamed Laghdaf
The GYM is so goodBut there is an employee who has long hair. At the reception ، is so rude that nobody likes it,
