BOCA RATON, FLORIDA -- This is why I'm so upset. On June 4th 1999, a representative from Gold's Gym West Boca FL entered my workplace to solicit new memberships. The rep, Craig, wrote up a contract for me, and said that the contract was a three year contract. The monthly payments were scheduled to debit from my credit account. What he DID NOT tell me, is that by using this service, after three years the services would automatically renew and would continue to debit, even though the contract states "You are guaranteeing to pay Monthly dues of $31.75 per month for a period of 36 months." AND "according to Florida Statues, this contract shall not exceed a term of 36 months." Of course this automatic payment renewal is listed in the contract, the fact that it's the oh so tiny print where it states this, I was never made aware of this fact...of course I take full responsibility that I didn't read the contract. However, I think that important tiny writing of this nature should be made available to the member without trying to hide it.
After August 2002, I noticed my credit card was still being charged the monthly fee from Golds, which I had not approved, so I called up my credit card company to file a complaint. For two months these charges were dropped by my credit card company, because I had not authorized the extra charges. As a secondary measure I called Gold's, who informed me that I had to cancel what should have been an expired three year contract. So I sent in the cancellation.
In July of 2003, I received a letter from a collection agency on behalf of Gold's Gym for $389.00!! Basically, they said that since I was in default for the two months I did not authorize on my credit card, I had to pay: the two months, late fees for those two months, cancellation charges and each month up to June of 2003 (the new renewal end date). So here I sent in a cancellation letter for nothing - I ended up getting a bill for the entire renewed contract!
After trying to work with the collection company rep, whom I found to be rude and unprofessional, I walked into Gold's Gym and spoke with Craig. He agreed to try to resolve the issue and even said that I was not charged correctly. Since my contract had a no cancellation clause written in, he said I should only owe the two months of which I did not pay.
Later that week, when I spoke to him he said that he couldn't work this out with his billing dept because it was "a legal issue and once it's in collections, they can't change anything." I then called the unprofessional and rude rep at the collection agency who told me that he COULD in fact change the charges and billing, but he probably just didn't want to and was forcing me to work with her. She also said that if I got something in writing from them, she would reconsider the charges. So I called Craig back. After letting him know what the collection agency rep said, he said that although he agrees with me that I was incorrectly billed, he didn't think he could put that in writing (hello- why not??), but he would check with his boss and see what they could do for me.
That was Thursday. Today is Monday. I called him to follow up with him and see if he could put the billing in writing. I got the front desk receptionist, who put me on hold, then came back on the line to say "Craig says he's already done what he can, and doesn't wish to speak with you." And with that, she hung up on me. So here I've been jumping through hoops for Gold's Gym and they can't do a thing for me at all! I guess they have my money, so what does it matter to them to help resolve a billing issue? Where's the customer service??
For the record, I'm a member of the facility at Boca Raton, FL.
Now it looks like I'm out $400. Don't let it happen to you!