General Manager
Gold’s Gym – Celebration at Six Forks
7339 Six Forks Road
Raleigh, NC 27615
Dear Jeff:
Re: Cancellation of membership
I am sending you this letter as a courtesy prior to notifying the Better Business Bureau, Raleigh News and Observer, Attorney General’s Office, and WRAL 5 On Your Side. This is a detailed account of my experience with Gold’s Gym Celebration at Six Forks.
On January 1, I submitted a cancellation notice for my membership to the staff on duty at the front desk. I was told that no manager would be in that day but that my paperwork would be signed and I could pick up a copy of the form later in the week. For the following week, I went to the gym three times and asked whether or not the paperwork was available for me. No one at the front desk was able to find the signed paperwork and no management was available to talk to me. Twice I left my name and number at the desk for a call back from management or Evelyn, who is the accounting manager. During this time frame, I also called the gym and left voicemails for Evelyn, the manager and the assistant manager. I never once received a call back.
On January 21st, Ron from Gold’s Gym left me a voicemail offering previous Gold’s Gym members a promotional deal. Since I received this message, I was under the impression that my membership had been cancelled.in the next day or two, I called the gym and spoke to someone who said she was Evelyn’s assistant and she confirmed that my cancellation request had been received and processed.
On February 3rd, my bank account was drafted my membership fee. I immediately called the company that drafted my account and was told they had no record of my cancellation. I then called the gym and spoke to the assistant manager, Nick. He told me that he showed my cancellation had gone through but not on January 1st. He then stated he would look into it and would call me back in the next hour. Three hours later, I called him back and asked for an update. He again said he showed my account had been cancelled and he believed I was billed erroneously. He assured me he would get it fixed and that I could call him as needed with questions.
On February 6th, I called the gym again, was put into Nick’s voicemail. It said he was out of town for the next week but that I could speak to the manager, Jeff, while he was out. I called back and spoke to the manager. He said that he would have to talk to Nick but would be in touch. On February 9th, I left a voicemail for Jeff and never got a call back from him or Nick.
Today, March 6th, I got a call from the billing company stating that they were unable to draft my account. I told them that I had cancelled my membership on January 1st with the understanding I would pay through January 31st and that I would absolutely not authorize another draft from my account. At 2:10pm, I called the gym and spoke with Nick again. He knew my number and transferred me to Evelyn. She said she only had a change request form and had given it to her assistant to call me and check to see what I needed changed. I reassured her that I had filled out a cancellation form and not a change form. She said she would give me a call back when she did more research into it.
Unfortunately, due to the lack of responsiveness from the staff at the gym, I am pursuing other actions to have my membership properly cancelled. I am disappointed because I never experienced problems with Gold’s Gym prior to this experience and felt like my complaints and concerns were not being addressed.
To resolve the problem, I would appreciate it if you could update all systems showing that my membership was cancelled back in January and refund the February dues I was charged.
I look forward to your reply and a resolution to my problem.
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