Reviews

Review Details

• Review fromAngela M

  Date: 11/20/2024

  Gold Gym When I joined this gym I was told one free training session comes with the membership. I scheduled an appointment with ****** ***** for 11/18 at 5:30pm. I arrived at approximately 5:10 pm and reported to the service desk. I was told that she would be with me shortly. At 5:45 I was still waiting, so I asked when will we get started. The guy at the service desk went to the back and ****** came out. There was no hello or introduction. She was quite annoyed and stated you have 40 minutes or you can reschedule. I said no, I would like to train today and I had a 5:30 appointment. She responded by saying "I am doing you a favor". I asked her what do you mean? She proceeded to the back and the general manager, ******* ***** came out. He stated "we will not provided training to you today". I asked why and he stated ****** did not feel "comfortable" training me. I asked why and he could not give me an answer. He also stated she ran late with her last appointment. I ask why didn't she say that instead of being rude and ugly to me. I asked for another trainer and he stated she was the only one at that location and suggested I train at another location. I explained that was not an opinion when I live less than ten minutes from current location and I simply want the service I was entitled to. I also stated I wanted to safely use the equipment and needed assistance as a new member. He told me to go on You-tube and watch videos!They refused to provide me a service for no apparent reason. The trainer and general manger were rude, dismissive, unprofessional and discriminatory. When a business provides services they are expected to provide service to ALL!!! I did nothing wrong and I joined the gym to receive training and the use of the equipment. THIS DID NOT HAPPEN. Instead I was treated as though I did something wrong because I questioned ******** rude and inappropriate comment. There is no valid reason for the treatment I received!

  Gold's Gym

  Date: 11/22/2024

  Good Afternoon,
  
  The timing issue was a result of miscommunication between our front desk staff and our trainer ******, as they had not told her that the member was already here and ready to go. ****** was under the impression that the member was late, because she was not informed of her arrival and whereabouts within the facility. I was not present for the original conversation that was had between my trainer and this member when they finally came face to face, and each side recalls the interaction differently. 
  
  During my conversation with this member I informed her that we would be reaching back out to her within a few days to set up another personal training orientation, so that she may receive the full free hour that we offer as a courtesy to all members. The member had mentioned to me her desire for learning proper technique and form for certain exercises, and we are more than happy to do that, making sure everyone feels comfortable in our gym. That night specifically, my trainer felt uncomfortable moving forward with the orientation because of how the member had allegedly spoken to her. I advised both parties that we would take a breather from the situation to allow both sides to cool off, and ****** has made an appointment to reach back out to this member on Monday November 25th, as this is her next open availability. We most certainly plan to schedule another orientation for this member, so she may feel comfortable and confident in her form and ability with our equipment.
  
  Overall, this situation provides myself with a chance to coach my staff on how to better handle member-trainer relations, appointment scheduling,and open communication with one another.
  
  Our gym prides itself on being a welcoming place for all members,and certainly a non-discriminatory environment that provides all members with a clean and functional fitness facility. My staff is made up of amazing individuals who care about our club deeply, and all members alike. Animosity is never our goal when it comes to member relations, and we are looking forward to a peaceful resolution to this situation. 
  
  Yours in Health,
  
  ******* *****
  General Manager
  Golds ***************