Pros: good gym, some good spinning classes, friendly staff on the most part
Cons: small aerobics room, HORRIBLE customer service
I joined Gold's about 7 months ago. I told the membership office that I would be returning to school in the fall. They said, Oh no problem, if you move out of the city, all you have to do is write us a letter a month in advance and staple a copy of your admissions letter.
I did just that, and today I got a phone call from customer services at GG and said I needed more documentation such as a lease, cable bill, phone bill, etc.
The problem is that my lease starts in August and the Cust Rep said, oh I don't know if we won't charge you since you are leaving in August. That's not what the membership people told me and I wanted to speak with her supervisor. Apparently all supervisors have gone home at 2pm. That's some good customer service there!
I will fax my lease tomorrow, but who knows when they will stop billing me, they take their sweet time and don't really tell you what you need.
You would think a business would want to have better customer service! In the future, ALWAYS check with your local BBB to see what complaints were filed against the company. I just found out that Golds in DC metro area(all combined because customer service handles all of the gyms in this area) has an UNSATISFACTORY record with BBB.
Here's the report below:
Gold's Gym International Inc.
Street Address: 2924 Telestar Ct.
Falls Church, VA 220421206
Telephone Number: (703) 207-0200
BBB Business Classification: Exercise Classes
Principal: Mr Dal Clayton National Opns. Director
Customer Contact: Ms. Diane Best Mgr. of Billing & Mbrshp. Adm.
The information in this report has either been provided by the company, or has been compiled by the Bureau from other sources. This report is not to be used for sales or promotional purposes.
BBB Customer Experience Record
Based on BBB files, this company has an unsatisfactory record with the Bureau due to unanswered complaints. The company has resolved most complaints presented by the Bureau, however, the BBB did not receive a response to other complaints and two complaint remains unresolved in our files. In its responses, the company provided an explanation of the matter stating their position and the appropriate action they have and/or would take.