GoodLife Fitness
reviews and complaints

Dear Goodlife Fitness Team,

My name is Valentina Lyubiteleva and I have been a Goodlife member for the last few years. I love the gym but, I urgently had to leave the country overseas for Humanitarian Work. I am not sure when exactly I will be back but for sure will be settled here intil the end of August. In this situation, I called one of the locations I used to go to to but they refused to cancel my membership as I was not able to show up in person. I did receive a 1-800 toll free number from your staff but could not get through and trying to get through with this email. At this moment I would like to cancel my membership with Goodlife and not be charged any longer or if that option is not available, put my membership on hold until I come back.

Please email me back at [protected]@gmail.com

Awaiting your response,

Valentina

Hello,
My name is Valentina Bozzetto. I went in on Monday May 2, 2017 to your Hwy 7 and Weston location found in Woodbridge, ON Canada. I was there looking to sign up for a membership. Santiago Oseguera was there to help me and show me around. I didn't sign up that day because I was still signed up with Anytime Fitness until May 10, 2017. I called him that same day to talk about signing up as a family member because my aunt holds a membership with your company. He said he would check it out when we saw each other again. I came into the same location on Tuesday May 3, 2017 to talk to Santiago about the membership but he unfortunately was not working that day. Therefore, I asked a girl at the desk to look up my aunts membership to see if it was valid for the promotion (18.99 biweekly). She looked up Cristina Lamanna in her system and told me that her membership was okay for the promotion. Unfortunately, I don't know her name but she was working the afternoon/evening on May 2, 2017 and May 3, 2017. She was a Caucasian girl with straight Blonde/brown hair. Right after speaking with her I went to my previous gym to cancel my membership to, which I have proof of. Today, May 6, 2017, I went into the same location to sign up for the membership with Santiago. He went to look up my aunts membership to make sure everything was okay and he told us her membership in not valid. He also checked my uncle's membership (Tony Lamanna) and said it was not valid either. When I told Santiago about what the girl had told me and that I already canceled my membership he just shrugged and said he didn't know what girl I was talking about. I'm sure you have video surveillance in your locations to determine whether I am telling the truth or not. Santiago was no help after words, he was just trying to push your 31.99 biweekly membership on me, saying I would get a deal for 28.99 because I am a student. I am a student and 60$ is not a viable option for me. The other 24.99 membership is similar to this membership because of your 179.99 startup fee you guys tack on. I am very frustrated because now I am stuck with no gym, and if I try to go back to my previous gym I will acquire a start up fee AND an increase in the monthly membership I will be paying. I came to your company because I wanted an easier gym membership. I like the classes you guys have and the freedom you have with your memberships. However, the way I was treated at this Hwy 7 and Weston location was very inappropriate. I wanted to let you guys know so that no other person has to go through this trouble, and if there is something you as a company can do for me. You can contact me anytime at [protected] or at [protected]@hotmail.com
Thank you.

Good day,
I'm a new member of GoodLife and enjoy the all the program offered. Unfortunately today I was disappointed with with the "Jump " Membership. I drop in to check on my son, (approx 11am) and noticed that the person in charge was alone with 7 children. 3 which were under 1 years of age. When ask the attended, she has told me that she had call for back and had not receive it. This is no fault to her, but is there not a stardard in how many children per staff member? I went to the main counter and asked for a manager, I asked the manager to come to the "Jump" area and ask how is it possible to only have one staff member watch over so many children? I had in the pass expressed my concern about the number of children per staff member. ( she had told me before that they are in need of volunteers )What is GoodLife policy? The reply from your management was that she was in a meeting with the sales staff and wasn't aware of the problem. She ended up bringing some in to help.
I do realize that this location is busy, and getting new membership might be the corporate priority.
but!
If a paid service is provide to your members "jump" but it is not fulfilled. The Safety of our children should be the most important to your company.

Please let me know what will be done to rectify this problem.
Jenny Genty

I am a 40 year old male with diabetes and chronic kidney disease I also have an open wound on my foot caused by a diabetic ulcer. I currently have a disability parking permit and a personal trainer from the goodlife fitness on Hespeler road in Cambridge decided it appropriate to question me on my parking choice in the disability parking space. I showed him my parking permit and instead of just leaving and apologizing he decided to question me why I have the permit and request details of my ailment ...none of his business also none of his business to approach me in my vehicle, this location is in a strip mall and I could have been a patron of any one of the storefronts in that mall. My permit was clearly displayed and he could have checked at anytime without even approaching me. Not to mention that my disability is something I don't really like explaining to people as it is a bit embarrassing for me. There are plenty of classy ways to deal with this he chose none. Furthermore it is not a designated space for goodlife fitness which makes it none of Goodlifes business what my disabilities are.

the sales team at the 137 location are the rudest people i have ever met. They kept pushing. The one gentleman michael told me i had to pay if i wanted to use the gym i have never been there before! A lady who said she wa the manager intervend while he was berading me and told me it was okay for today but its your "policy" to have a tour and sit with a sales representative first. At least she understood that i didnt know and wanted to try the body pump class my friend was bringing me to. The only reason i would come back is because of how she handled the situation. Calming me and the salesman down- he is the rudest person i have ever met! You need to get your sales teams sorted out! I am not just money to your business. This club is the worst- i know its not just me who has experienced this. If it wasnt for the fact that my work has a discount i dont think anyone would ever go there! Who ever the manager was at that location, thank you for your respect to everyone else, just ridiculous. The girls behind the desk were rolling their eyes and were more interested in our conversation then everyone else scanning in. I work in service- if i treated people like that i would be talked to! This club needs to get a talking to. I wont pay 400 dollars a year to be treated like nothing but a paycheck! Ill go back in a week if i get treated the same i will boycot goodlife and tell everyone to avoid that location.

Bonjour,

À la fin de mon contrat avec Goodlife Fitness, vous avez automatiquement renouvelé mon abonnement sans m'aviser. J'ai contacté un représentant afin de me faire rembourser les frais qui j'ai payés suite à mon contrat. Le représentant m'a dit qu'il était impossible pour vous de me rembourser puisqu'il est indiqué dans le contrat que le renouvellement se fait automatiquement. Par contre, j'ai parlé à la Protection du consommateur de l'Ontario et vous ne pouvez renouveler un contrat si vous ne m'avisez pas 30 jours avant le renouvellement de celui-ci. Je n'ai reçu aucun préavis m'avisant que mon contrat allait se renouveler. Depuis la fin de mon abonnement d'un an, je n'ai pas été dans un de vos établissements, j'aimerais donc un remboursement pour tous les mois qui suivent la fin de mon contrat.

membership barcode: B078052

Merci,
Sophie Roberge

[protected]@hotmail.com
[protected]

I learnt in my never give pre-authorise debit permission to anybody. I am not in the country for last six months already told customer service that please do not charge me since im not the country but they still charging me $24 biweekly. I dont how to stop payments. I even emailed to their higher but nobody taking care. I dont know what to do I am totally helpless.

I'd like to file a complaint of a personal trainer named James who works at North Road location in Burnaby, BC.

He offered me a under the table deal of 15 personal training sessions. At the time I thought it was a great deal since Goodlife charged much more. I paid him the sessions all up front as that was part of the deal. The first few sessions were fine but after that he started cancelling last minute(literally an hour before the set time), finish the sessions only 40 mins into the 60 min workout and many times he wouldn't respond to my messages and it would take few weeks to make an appt.

I'm not asking for the money back as it's partially my fault for going under the table with him but I just want Goodlife to know that this trainer is totally ripping people off! Moreover his arrogant and ego behavior was difficult tolerate as well.

I don't want others to get into what I got into. Hopefully, proper actions are to be taken.

# good life I signed up for an open membership because I wasn't sure if I would be able to go I have trouble walking. They billed me under the table for months without me knowing. I got a $300 bill from them and iv never even gone to your #ing gym. Plus they tell me I also need to pay a cancellation fee? Wtf kind of bs scam is this I never went to your gym
I want my debts cleared

#goodlifehatecripples

My personal trainer Mike was horrible. When we clearly selected a date over the phone for the personal training to be done at 9:00 pm on Thursday, April 20th, we showed up for the appointment and he lied that the appointment was booked for Monday, April 24th at 9:00 pm. How did Thursday 20th become 24th? Also, when we were booking the appointment he was very rude and had no telephone manners, he looked like he was in a rush and could be doing better things than giving us the service we payed for. I've never experienced such a horrible service in my life and I was looking forward to my weight loss journey. I feel really betrayed and disappointed, this is not at all what I had hoped for.

I bought a membership to Goodlife for my daughter knowing she will be going to another country in 10 months. Person signing contract with me stated that is no problem I can put a stop on for a period of time or have it changed to me at any time. Now I was given a run around for 3 weeks with a message that I can not stop or transfer membership. I could do early buyout at 99 plus tax. I have 8 more weeks to go. Overall message I felt was we DO NOT care about our clients!

Hi Good Life Fitness,

I want to file a complaint against a staff named Mathew who works at the Good Life located in the Markville Mall. I am a new member who joined my plan on April 5th 2017. The # on my scan tag: C710664. Application#: MK24663539. I went to Markville Mall location Sunday April 9th at about 5:45pm. I brought my husband who is interested to become a member after trying out the service with me on Sunday. Mathew greeted us at the front desk and said we need to sign up online in order for my husband to get a free trial. We said no problem, we can use our cell phone to sign up. Later, Mathew came over to the waiting area, and said he can grant my husband the free visit if we are considering signing up after the service. We agreed. My husband was given the waiver card to sign while I head over to the front counter to scan my card and asked for a towel.

Mathew told me I have to pay $5 for my towel because the system showed I have no free towel service. I was really surprised because I Paid $179.99 enrollment fee plus the first payment when I signed up with Johnathan, the fitness adviser who enrolled me. I was shown clearly with plan details on the day of my enrollment that I get free towel service. I told Mathew that is not possible because since April 5th, I came to the center twice, and each time I was offered free towel with no problem. He seemed upset right away that I questioned him, and he quickly said he will not honor my husband free visit since I am not willing to pay $5 for the towel. I asked him if he can show me the information which outline the planned that I signed up for. Mathew declined as he said it doesn't matter what the information says, he go by the computer. I asked if he can contact Johnathan, since he is the one who signed me up and explained to me there is towel service. Mathew declined it again and become very hostile against me. He tried typing my name in the system, but I told him he had left out my middle name and that could be the reason, he couldn't find my profile properly. He in return said I was giving him pressure and he feel very uncomfortable. I asked him if he see it from the customer point of view that I just paid couple dollar for a service and now I was told that whatever I signed up for is completely false, how would he feel? He said it doesn't matter, I have to pay the $5.

Mathew made me feel really humiliated & embarrassed at the front desk. Another staff came by named John-Michael Gelua saw the incident and told me he is Mathew's trainer. He scanned my card again and selected "joined less than 10 days" and was able to pull up my profile right away indicating I DO get free towel service. I was in tears and relieved that I can finally proved that I am not a liar. My husband saw I was crying and came over to asked what is happening. Mathew was still more interested to tell my husband I was making feel pressured and I was "[censor]ing him" This is the exact word from Mathew. Even after realizing he had made mistake by selecting "joined more than 10 days" on the computer even I already told him I only enrolled about 1 week ago, he still did not apologize until my husband ask him if he owe us an apology for what he put me through. He stood there and not until his trainer looked at him that he apologized. My husband and I decided to leave because we came into the center for a fun and distressful experience, not to be mistreated and left with tears & anger leaving.

From this incident, I am interested to know what measures Good Life will take with Mathew for his bad customer service. He clearly shows no empathy and patience with new member nor does he value customer bring in new potential member to the center. He was obviously inexperience and lack of knowledge to use the computer system properly . Working as the front line staff, he represented the company and yet he can go back on his words for denying my husband the free visit just because I questioned the $5 towel fee that he is going to charge me. He was not helpful at all even I was the one suggesting ways to verify my plan. I will not be referring any of my family and friends to Good Life and this is the most horrible customer service I have ever got from anywhere.

Hi there,

I would like to report the horrible quality of customer service I received today at Goodlife's Markville Mall location around 9:30-10am.

I had forgotten to bring my towel to the gym this morning, so I went to counter and asked for one. I thought this was a simple process. Instead, I was treated like I was doing something wrong... and the staff member, I think his name was Ryan, gave me a speech because he couldn't find my name on the system! I was just asking for a towel. I don't even know why he needed my information when he had just handed a towel, no questions asked, to another lady who had asked for the same as me. I didn't even say anything about this at the time.

To try and solve the problem, I suggested searching my Chinese name with address and he finally got my information! Later he told me they typed my last name wrong as if it was my fault? I told him an employee named Lawrence was the one who registered my family. He then told me Lawrence was fired, which I really didn't find any relevance to the situation. He was even sharing confidential information on how Lawrence was breaking the company rules as if that had anything to do with me asking for a towel.

I knew that I was supposed to pay for a towel, but this staff member acted as if I was asking for it for free by saying he was doing me a big favour and that next time he would charge me $2. It wasn't like I said I wasn't going to pay.

I felt so disrespected and discriminated. I'm a member at Goodlife to exercise, to destress. But today I felt like I had to beg for a towel. And when another member had asked for the exact same thing, she by no means had to go through the same thing that I did. I am still confused as to what the difference between me and her was. When I asked for a towel, I was asked for my ID. When she asked for a towel, she was immediately handed one. How much more discriminated can one feel in that situation?

I really want to cancel my whole family's membership. I was treated horribly today and this one experience alone is enough for me to never come back to Goodlife.

My name is Maria Sunara I am the m. other of Harlene Sunara and I am also her Power of Attorney requiring her financial concerns due to her mental issues. The reasons why me and my daughter cancelled or membership and her personal training sessions. Because when my daughter signed up for another training session back in October 2016 I didn't realize each session would cost her $840 plus $43 for the membership. We told the trainer and the Fitness Manager to cancel in that week, but the trainer and the Fitness Manager forgot to. Now it is January 2017 Goodlife Fitness is still taking money out of my daughter I want this issue to be resolved as quickly as possible and the manipulations with my daughter I don't want to go to the next level. Thank you for your understanding.

Sincerely;

Maria Sunara
Power of Attorney

I was being misled by Charlene Dowlin for bigger personal training package and talked very rudely by Brian O'Keeffe, Manager at 137 Yonge St, Toronto I was interested in joining personal training classes at Goodlife and was asked to meet Charlene Dowling who is Level 4 personal trainer at 137 Yonge St, Toronto, ON M5C 1W6 for the initial package of 7 sessions in January 2017. After those 7 sessions I wanted a shorter 3-4 months package. However, Charlene only told me about 72 and 94 sessions and kept saying there is nothing less than that. I repeatedly asked her about shorter time frame package but she NEVER mentioned about 54 sessions package. I went to Coxwell location and asked the Manager there and she told me abut 54 sessions package. I was shocked to know that there is a shorter time package and that Charlene didnt mention it to me. Its misleading and very unfair practice to misinform your customers just to get more money out of us. I feel very annoyed by what has happened and wanted to inform the branch about it. I wrote an email at the branch and got a call from Brian O'Keeffe, Fitness Manager at 137 Yonge St, Toronto. To my surprise he backed Charlene on what she did and said that as a client I can't come and dictate to them what I want and banged the the phone on my face. I was in the middle of conversation and suddenly he cut the phone.He never called back or wrote an apology email. I was shocked at the rude behaviour of someone who is at Manager level at Goodlife. First of all he never apologized for what Charlene did to me and on top of that he behaved in such a rude manner. Its so surprising he had the audacity to tell me that I can't tell them what package I want. Its my finances and my time and its absolutely my right to tell them what I am comfortable with. I would suggest everyone to stay away from that fitness centre and esp. Brian and Charlene.

Hi There,

I was a guest at the Victoria Park and Sheppard Location and I was going to sign up and buy 1 yr of training however when the advisor brought in the trainer ? His Name is JASON PARK ... There was a very strong odor of Marijuana coming from the trainer. When I asked him about it he got extremely rude and said that it was all in my head and then he spited a racial comment about my race . "Saying ###s can't smell ###". This is extremely racist and I can't believe you employee racist people. I spoke to the Manager Lendall Desilva and he said that I was riff Raff and I don't belong at Good life. This is very disturbing to me and I had to do the right thing and tell you. You people really need to deal with these 2 employees immediately. They should not be working for your company, its people like that, that will ruin your reputation. Now when Anyone asks me ? I'm going to say that Good Life Employees Racist people and not to JOIN.

The Goodlife Fitness, Interchange in Vaughan is who this is about. They always run out of towels. The staff are not helpful and have a chip on their shoulder. Exhaust fans need to be installed in the washrooms. When someone is using the facilities it stinks up the whole change room. The WIFI rarely works and the manager and assistant manager don't seem to be engaged to make any changes. The cleaning staff should work in off peak hours not clean the showers and spinning room on a Monday evening at 7PM.

Good life fitness - amc interchange - woodbridge, ontario most recent february 26, 2017 approx. 9:30 am. No towels available and tonight february 27 same situation no towels again. There should always be towels available and the new manager should be on it. No excuses buy another washing machine, work out a schedule for your staff, put your management skills to use. This evening when I arrived, requested to speak with the new manager and she was busy in her office training could not come out to speak with me? Seriously I was merely 30 feet away to not come out and find out why your customer of 5 years wants to say? Poor client service from your manager in this location. Thought good life had a good training program it's obvious in this location they do not. The assistant manager is not nay better. Be nice if she would smile and maybe pretend she likes her job.

The ladies washroom on the weekend was disgusting. Toilet paper on the floor, urine on the toilet seats, sinks filthy, towels everywhere. The men's washroom was not any better - feedback from the spinning class group.
This is a 24 hours gym and should be cleaned around the clock. No excuses. This is a health and safety issue and no room for cutbacks in this area.
The manager should be providing a schedule to the cleaning crew and instructing them to clean the showers and change room floors when it's least busy not monday nights or other peak times. You would think the manager is able to extract a report showing the busy times and least busy times. It's difficult to walk around when there are so many people in the change room and hoses on the floor or your in the shower and they are hosing down the shower stalls and curtains spraying you and apologizing, or you want to go in the sauna and it just had a soaking and you can't breathe due to the smell of chemicals. This also applies to our virtual classes during the evening and weekends. The cleaning crew are rude and walk in during a virtual class mopping and we have to smell the chemical agents in the water.

The main floor is becoming very crowded with all the work out equipment lately. Has anyone inspected the area to ensure there is enough space to walk around without hitting yourself on a piece of equipment. It very tight and poorly laid out. Suggest to remove that oversized bar area that is closed more often than open for service. Do you really need this bar area in the middle of the floor? Space can be utilized better by moving the equipment further apart allowing more space. There is room for a mini bar and juicer upstairs near the elevators. This is a 24/7 gym and the bar is not. Try installing a vending machine for protein and whey bars instead.

Everyone that works here looks unhappy. This use to be a nice place to work. I recommend a survey be sent to the members for feedback or maybe assign an independent to interview members for their feedback. I assure you there will be many complaints as mentioned above.

Lastly, what happened to wifi? Who does not have wifi today. Can you please bring it back. As a professional it gives us piece of mind to work out and still stay connected to business.

Hope you will address and deal with these issues and quickly.

I have a couple issues at this time as a Member and previous employee. My name is Shannon Watters. I worked for goodlife for three months as a trainer and i have not recieved my Vacation pay yet. I have called a couple of times and no one is returning my call. I do want my vacation pay.

Also recently three seperate payments were taken out of my account during a one month period time. My membership is only 36 dollars a month.

I don't understand why two payments of 36 and another payment of 25 was taken out of my account during a one month period of time. When my payment is only 36 dollars per month. I am very upset about this.

Please have a representative call me back as soon as possible. [protected].

I worked at Goodlife Whitby Consumers Rd. As a Personal trainer.

Thank you,

Shannon Watters