GoodLife Fitness reviews & complaints 370
Keywords
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Membership refund during covid-19 period
I enrolled in Goodlife fitness (Location: 225 Select Ave, #100, Scarborough) just before the COVID-19 outbreak by paying 3 months membership fee ($95.00) together, but not even used it properly as the COVID-19 pandemic started within a few weeks, after sometime the location was closed. I contacted the goodlife, they replied in response that they will refund or I can continue the membership once the service is resumed. But I noticed that another payment of $32.92 was charged on my credit card on August 10, 2020. I didn't even know when the service opened as I didn't get any notifications, actually I was expecting the refund of my initial payment once the good life is re-opened, but it was disappointing to learn that another payment was taken for any services offered. This is totally unfair, so please help me refund me all my payments.
I contacted the respective location and goodlife member experience, but they say once the payment was processed can not refund.
Karoll Kaveen Thanaraj
27 Connery Crescent
Markham ON L3S 4E5
[protected]@gmail.com
[protected]
Refund denied
I am writing this to inform you that I recently cancelled my goodlife membership as I don't feel comfortable at this point getting back to the gym because of covid (at goodlife club). Back in march I had opted for 7 personal training sessions at good life. I was able to attend 2 out of 7 and the remaining 5 sessions were cancelled by you guys because of the goodlife closure.
Since I cancelled my membership, I deserve to get the refund of my remaining 5 sessions. Goodlife customer reps are repeatedly telling me I am not eligible for a refund. However, they have failed to give me the explanation.
Goodlife cancelled my scheduled sessions. I agree because of govt wanted to close it off. They reopened clubs back in july. I don't feel comfortable going back to the gym since goodlife locations have covid cases. Now they're forcing me to schedule sessions or lose money. Why. What's my fault? They didn't ask me before cancelling, they didn't ask me before they reopened and started charging my account. Now, I cancelled my membership, I should get my money back. They're just refusing to give my money back.
Looking forward to hearing from you.
Thanks,
Amit sondhi
Hate to say it but you won't get money back. Goodlife is a thieving company
Account access, nsf fees, unauthorized bank withdrawal, customer service lime is closed during covid-19, additional 25$ fees added from company error
You went to my account unauthorized in the midst of covid recovering. No notice given, account isn't funded, no email or update, resulted in 48 NSF fee and your charge. I called in to head office they aren't receiving calls. This was resolved after various efforts. I had pre payed payments on my credit card that I had to constantly remind was there. When about to unfreeze my membership, I communicated about any potential fees as I was changing my employer to deposit funds into that account. I had to call and remind about my credit from many months previous ago from credit card payment. Staff clearly stated no the credit will get me until my PAD anniversary date. I accept the answer and unfreeze. I now two days later have them go to my account for five dollars. No money is in account. I get charged 48nsf and also 25$ by good life. I try to call head office and they don't receive any incoming calls these days. I get a call by manager at my gym. She says the helped me before, I said no, you maid a mistake and corrected it and its not fair to use that as a value story like you had done favours. She talks to me about how pro rated programs work etc.. I say that's great however I clarified the process with a trusting employee and there was a communication break down. She essentially says there's nothing she can do and too bad. I tell her I want the NSF covered and I won't be paying the 25$ fee. She says they will removed the fee but too bad. I now get an email saying they are coming to my bank account for the 5$ and the 25$ fee. I email and say its not authorized.I call head office and can't get through. This is absolutely in acceptable and horrible business practice and service. A true complaint board needs to be made to protect others from such headaches. Almost worth creating action in small claims court
Wasn't cancelled properly
I signed up under a family plan and only went for 3-4 months. I cancelled with the manager in person & signed papers. 3 years later, I find out that my membership wasn't cancelled and funds were still being taken fro the account. Gym has gone paperless & nothing was kept so There is no proof that I cancelled. Goodlife is not willing to reimburse anything. I called customer experience & he just kept repeating the same script over & over. There's no proof that I cancelled...but there was a signed paper and they don't know where it went so there's nothing they can do. When I asked to speak to someone else, he couldn't/wouldn't give me a name & said I could look on their website.
They only care about ripping you off. Don't fall into their dirty schemes
membership fee
My name is Rashi Suneja i opened the account almost an year ago i tried to cancel my membership so many times and even paid the cancellation fee still you are taking out the money from my account i don't know what is wrong with you guys. My email address is [protected]@gmail.com. Nobody pickup the call back if i go to the gym they say they cancelled it already. And the charge again show up for $35. This is absolutely a fraud. Being a really big brand they cannot exploit the customers like this.
fees and cancellation of policy when it should have been on hold
Greetings, customer complaints department, loyalty department
I had experienced trouble paying on my account and had inquired about a hold or payment reduction. I spoke with an agent back in August and had a hold put on and lifted previously. The agent and I did not have a good conversation but I was under the understanding there was a hold on my account.
However, the hold was not put on they said because I wanted to pay? I believe I had a further conversation on another day and a hold was applied. I stopped into the club to see where my account was at and the informed me I owed over $ 500 dollars but could pay $343.00 to get reinstated.
I called customer service and explained I was under the understanding there was a hold on my account, the agent replied that I had spoken with some in august and I asked for no hold. I told her was on a medical and had Alberta works income right now and simply could not pay a large amount but if they could work with me I could get going again on payments as I get student loans on January 1.
The agent was rather snippy and demeaning and said because the note was on file this dismissed my conversation. I informed her that perhaps it was one side of the story and my side was not entered, that I faintly remember speaking with an agent and they were unaccommodating and the conversation did not go so well. However I was I thought I had spoken to someone else since then, she replied there were no other notes.
I asked to speak to a supervisor, the agent declined and informed me she had provided the correct information so I would not be speaking with a supervisor. I asked again and she declined. I am deeply offended at the attitude I am being met with I have been going to Good life for a few years and fell on hard times, obviously that means that the agent gets to treat you like a less valued customer. I have never dealt with a company that refused to let e speak to a supervisor when I was dissatisfied with the customer service or conversation I was having with the front representing agent?
Please have a supervisor or loyalty team member call me back at [protected]
Delilah Antonsen
#421 3011 James Mowatt Trail
Edmonton Alberta
T6W 3P3
[protected]
[protected]@gmail.com
Personal trainer - rosita
Hello,
I want to address a situation that occured yesterday evening. A personal trainer at the Goodlife Markham Yonge and Kirk location named Rosita, treated me with utter disrespect, and acted very unprofessional. The personal trainers often treat regular members as if they are less than clients.
I would just like to start of by saying that if the Goodlife employees would do their job and clean the free weights around the gym every 45 mins like they should, I wouldn't feel inclined to find the weights I need in the personal training section. Now, I understand that this section is for those who pay for a trainer, I never use any equipment or weights in that section when members are training there. Although yesterday at 7pm the client finished their training and the weight I needed to use was only found in the personal training area, I noticed that the trainers were standing around talking to themselves or on their phones, with no clients. Thus, I grabbed the weight I needed and walked out of the designated personal training area. That's when I was stopped by your employee Rosita. She insisted the weights in that area were for clients and not for regular member use. I expressed my understanding and told her these 7.5 pound weights are the only ones available at the time and I could not find where the other pair of weights were. I told her I would return them after a quick set before clients come in for training. She then yanked the weights directly from my hands and told me these were her managers rules. I then asked her if she could bring her manager out so I could talk to him, or her and explain my situation. She ignored me and I walked away frustrated.
I later walked up to Rosita to ask her name and her managers name, expressing to her that I was upset with our prior encounter and wanted to address the situation with her manager. She barely looked up from her phone when speaking with me and actually refused to provide her managers name once again. Stating "I am not giving you my managers name-- ask the front". I couldn't believe how she was talking to me. I have never been treated so poorly at a gym before. I have been a Corporate Goodlife member for many years now and I invest a lot of money in my training here at Goodlife. I expect to be treated with respect by all staff regardless if I am paying for a personal trainer or not. I also expect that the gym space is clean and the weights are put away for members like myself to find effortlessly without having to resort to the only area that is clean which is the personal training section.
If this poor treatment continues, I will be terminating my membership along with my loved ones who have a membership under my corporate rate. I will go to another gym, that have weights accessible to me and would hopefully threat me with more respect than Rosita did.
Dayna Mistry
[protected]
"The personal trainers often treat regular members as if they are less than clients."
This is a systemic GoodLife issue, and not just at your location. GoodLife truly has some of the lowest standards in staffing and the poorest customer service I have seen around. I have boycotted GoodLife after my personal training experience in 2018, and nor will I ever recommend their services to anyone.
There are many great gyms, classes and professional trainers out there. I highly recommend you do your research for other gyms in your area and I'm certain you'll never regret the day you left GoodLife Fitness.
lockers
Several lockers were robbed yesterday downstairs including mine. I lost $500 worth of goods and when I went to tell the staff they told me this is a normal occurrence. Their emergency alarm doesn't go off and it leads directly into the basement making it a great place for people to steal from goodlife customers. I heard they are doing nothing to change this and are letting criminals into the premise on a weekly basis to have a festival of stealing our goods. I will have to get in touch with police about it because they don't have cameras downstairs and don't seem to care about whether or not their customers are getting robbed on a monthly basis.
Several lockers were robbed yesterday downstairs including mine.
Hi Mathew this is a common occurrence at every GoodLife gym locations and I’m beginning to suspect that employees have some involving in the theft that’s happening.
I also had my cell phone and wallet stolen out of my locker 8 years ago at GoodLife in king liberty location, the employee let the thief in and broke my lock. GoodLife is known to hire low paid and desperate people so I guess breaking into lockers is their side hustle to make up for low paid wages.
charge
I have been a GoodLife member on and off for over20 years. I travel, a lot so I often cancel my membership or shelve it. No complaints about gym or staff.in late a Sept I cancelled my shelved membership, as I was going to be out of the country for most of the next 10 months.
I was at gym and in person cancelled it. Staff told me no charge. It had been on hold or hiatus over summer.
I left for Europe and in early October a charge was made on my account. It is not a regular binweekly amount and should not have been taken.
I nicely asked in an easily in early October for an explanation. I followed up with 2 more over the next 2 weeks. No emails bounced back and I have yet to receive a reply.
It is very frustrating after all these years to be treated this way. An explanation is all I want.
If someone from head office monitors this site please just respond so I know someone cares. Lots of choices for our fitness dollars.
Poor customer service is not what I expect. Will be joining a gym again and this experience gives me pause to, consider GoodLife
theft on the good life property
Recently on Oct 22 around 2200 hours i have lost all my belongings at 3280 bloor/islington good life location
right out of my locker, Wallet, Cellphone, Car keys and a brand new winter jacket I just purchased Etc... over thousand dollars in damage value !
Wondering if Good life reimburse members in that kind of dirty situations ?
looking forward hearing from you
Thank you !
membership cancelation
I personally visited Goodlife fitness to cancel my membership on September 27, 2019. I believe that I settled my account before they process cancelation. Within that they I received a confirmation email saying that my membership cancelation was effective on 20/10/19. However, I received an email on 10/21/19 saying that I owed $15.82 and due date 11/15/19. I am very disappointed about this inconvenience. This doesnt make sense to me. This matter stressed me out. So ironic, your company was offering fitness & wellness but then things here get complicated. For future customer service, I would like to suggest to change your policy on membership cancellation. Please make it fast and simple. In my bad experience, I dont think I will come back in your company.
"goodlife company on a whole"
October 16, 2019. Please direct to human resources: To whom it might concern, Today I walked away after being a loyal employee to your company of twelve years. I was offered eight hours / day, five days / week at the co-ed Clayton park gym. I accepted this offer orally and graciously as I had just lost twenty five hours at another closing gym. You, divisional manager, Tariq on my birthday decided it was time to do goodlife's dirty work and let me know that, no, There isn't eight hours / day For me. Oh but knowing I wouldn't take up three hours downtown during rush hour and paying twenty dollars for parking. But we will let you work eight hours daily for the remainder of October. As of November 1st you will have to go back to working your three hour shifts, four days a week. GoodLife, whatever happened to your core values that you preach in your monthly meetings? I will always speak the truth about your GoodLife company and how you failed me. How under paid you keep your staff, how You don't value any of your staff, your company GoodLife is a farce and your truth will be known...I know you didn't value my worth, but I most certainly do value my worth..after deticating Twelve years inwhich I was made aware In the office of Clayton park that my twelve years meant nothing. Thank you GoodLife for showing me just how much you really cared. Nicole Cogswell, you really can't be suited for your manager position commenting on my [censored] as you mentioned in passing that you understood why my guy bought and paid for my car! So very unprofessional. I believe the gyms are going downhill. Practice what you preach GoodLife, is that really so hard to do?
privacy issues
This location has failed to protect the privacy of its ladies by not communicating to the members that their change room is shared with a large and tall male who dresses as a lady. This male has male parts, and is often located behind me while I am undressing and naked without the consent of any of GoodLife's female population. All girls, teens and women are raised to protect their bodies from invasion and males. While I have a Diversity and Equity BA Honors Degree from UofT and absolutely believe in their right to feel comfortable; we have no way of knowing if this is simply a social experiment, a dare, a heterosexual cross-dresser or someone who authentically wants to be transsexual and deserves to be in this room. Furthermore, when I complained I was told I would have to relocate when the issue is GoodLife's issue not the females. It is completely unrealisitic and devaluing to ask me to change in a sauna after spin class. Even this person should not have to change in a sauna or washroom. They should also be given the respect they deserve and provided a separate change room AND shower. Your staff need more education on Diversity issues and how to respect all parties rather than give blanket statements without consideration, respect and communication to all parties involved. Without a statement to your clients you are merely part of the problem and not providing a solution. Note, all other facilities offer a third option or equal AND comfortable privacy within the shared venue. Your management and Privacy officer lack the education to resolve this issue and it should be brought into open dialogue with your staff and female members as standard education.
the cancellation of my membership as I required have not been done
Hey,
My name is [edited]. I have got a commitment 1 year membership with goodlife GoodLife Fitness North York Dufferin and Finch.
Because I had to move in France for 1 year from the end of August, I decided to not renew my membership. I ask to a staff member of goodlife (137 Yonge Street) if I can cancel my membership with him. First, he told me that I have to ash to the goodlife where I got my membership to do that. Then, a second time, he saw me and called me to say that he asked on his manager about my possibility to close my membership with the Goodlife on yonge street and that his. manager answered that I can do that. So, he proposed me to do it for me and I say ok.
I am in France since the end of august and I really thought that the job was done. Yesterday, I received an e-mail from goodlife saying that they try to withdraw in my account on September but it did not work. They say that they gonna try again in October and that they gonna charge me 25$ in plus because when they try to withdraw, it did not work. My bank charge me also because the payment did not pass because I have no more money in my account being given that I asked to goodlife the cancellation of my membership. If you want, I can give you the name of the goodlife staff member in question.
So I called yesterday from France with is expensive the goodlife on Yonge street and they say that they gonna see what they can do by sending me an e-mail. I did not receive nothing. I also called GoodLife Fitness North York Dufferin and Finch to close my membership, and the guy did the work. He sent me a cancellation confirmation: «We are writing to confirm that your Ontario Access 12 Month Commitment Bi-weekly has been cancelled, effective on 23/10/19. We certainly hope that you continue to live a fit and healthy lifestyle!». Then I try yesterday and today to reach the complain service of Goodlife and I have waiting today over than 20 minutes on the phone without talking to anyone. That is why. I send you this e-mail.
Can you please cancel your intention to withdraw money on my account as for the month of September and October 2019. You can check that I did not go to any goodlife from the end of August 2019 because I left Toronto to France and that I asked to Goodlife to cancel my membership. You can see that I did not punch nothing. I need that you cancel this intention and that you sent me the proof of this cancel intention because I will have to use it to ask to my bank to refund me also because they charge me also when you try to withdraw on my account.
I live in France now, my phone number here is (0033)[protected]. My e-mail is [protected]@hotmail.fr.
Please, help me!
Thank you,
[edited]
customer service
Date: october 1, 2019
Description of incident:
I had called to update my bank information so that they can get my funds out of the correct account and now my funds are going nsf. I had called once and spoke to a women who wouldn't provide her name. She assisted with removing the extra charges on my account. Two weeks had gone by and a associate at the gym told me I had charges on my account due to "wrong bank information". I then called the head office again, the same lady I had spoken to last time took my call again. Her tone of voice was rude and disrespectful. She had mentioned that she remembered speaking to be 2 weeks prior and that she had told me that I was getting charged nfs fees due to it coming out of a closed account. I had told her that she infect did not mention that and that she had told me that I had provided the wrong bank information. She kept saying my name wrong after I kept correcting her 4 times. She also went on speaking over me, raising her voice and hanging up the phone on me after I had politely mentioned to her that I wasn't finished speaking and that I would be ok with speaking to someone else. I am furious as to how I was treated. Extremely disappointing for such a big franchise! I would really appreciate if the extra charges be removed from my account and the funds that had not been payed, be payed.
Best regards,
Khadija hadi
reduced weekend hours of operation
The reason why I renewed my membership was the fact that I can work out on weekends only. The gym used to be opened until 4 which was not good for me but I worked around it. Sine summer the hours reduced by 1 hour. This makes it very difficult t for me to use the gym. It makes no sense for me to continue to pay for a service that I don't use. I need to cancel my membership if I cannot use the gym. Please reconsider your decision of cutting the hours at this gym. Thanks.
misleading and making things difficult to exit
Hi, Please help your company, this is the treatment we receive
My name is Ben Willoughby I have been a member since 2014
my wife is Yuliyana Sinay (Anna) 3 months member
I've written to you company manager Leanne Bawden and had nothing but disgusting customer service. leanne. bawden@goodlife.com. au
My wife signed up 3 months ago, she has attended 7 times. Has paid $240 membership so far + $99 for 3 PT lessons. ($48 per attendance to use your equipment) so far
she was informed at sign up, she could cancel any time no exit fees, she told me this when she was joining. I was concerned she would give up quickly not being one for exercise. 2 weeks ago she had breast surgery. I have contacted Leanne to cancel Anna's membership. she wants $295. I explained she was told no exit fee. reply not sure why? I explained she's had surgery and provided the hospital admittance papers. Leanne wants a doctors not stating she is unfit for training. to reduce this to $75 exit fee..
what kind of company do you run, I just cancelled my membership of 5 years which I'm devastated, I have a relationship with other members who attend at the same time.
please feel free to contact me, I'm happy to send all correspondence with Leanne, my next step is ACCC consumer council, as well as Facebook, google reviews.
I'll wait for your response, maybe i'm venting and frustrated but being in a similar field of guest facing, I can not understand why this woman has been irrational after you clearly advertise Month to Month but trapped my wife into contract deceitfully
kind regards
Ben
+61 [protected]
[protected]@cmitoyota.com. au
customer service - manager michael and goodlife staff member pamela
Date: Sept 17, 2019- between 9.25am to 9.35am. I went into Goodlife Millcreek with my Mum who is 68 years old, as usual. There was no one at the front desk, no signage, and no towels available, so I went behind the desk to get a towel, since I have seen other members do so many times and thought no harm in it since no signage or guidance was provided.
Suddenly two Goodlife members came (who had been chatting at the back) and said you're not allowed to go behind the desk. I explained why I did so and told Pamela to do her job, i.e. leave towels out and be at front desk so no one has to go behind the desk. Michael and Pamela were both extremely rude. My mother asked for a towel and Pamela gave her one. Michael took the towel from me and snatched from my mother, who is 68 years old. We posed no threat to anyone and it was a genuine mistake which could have been easily resolved with words. No need to reach and grab from a customer. Michael asked us to apologize for going behind the desk and telling Pamela to do her job. We didn't see the need to apologize and he then asked us to leave the club.
Completely awful customer service which was actually a tall big man BULLYING two South Asian ladies, one of whom is 68 (will be 69 in a few weeks). Complete misuse of power! Disgusting! When I asked for the manager, Michael said, I am the manager, please leave the club. I have been a Goodlife member for 13 years and never been treated in this manner or asked to leave a club for any reason whatsoever. He (and Pamela) should apologize for their disgusting behaviour and lack of any customer service or managerial skills. He should have only used his words and kept his hands off. No need to take/ grab from a customer. Unheard of and not seen before such unprofessional behaviour. We pay our dues and pay for towel service. If someone makes a mistake or does something unknowingly, you don't grab and ask them to leave! You explain, give them their towels and let them workout. That is what the gym is for. Instead we have wasted numerous hours today phoning for help!
Full investigation please and check the CCTV footage from today between 9.25am and 9.35am. Thanks.
cancellation fee for personal training
Good morning,
I have emailed to escalate my matter further.
I have personal training for my daughter . She completed personal training last year from July 2018 till Feb 2019.
Trainer recommended Jeea needs additional 9 months to reach her goal. My daughter is a teenager. all i have is good things about the training and the her trainer.
Unfortunately some unexpected issues have occurred. This year and I am unable to afford her personal training.
My daughter is already heart broken because Goodlife did change her life . she was lacking in confidence however my daughters trainer being herself so young has helped her tremendously.
I have 2 options and hoping if i of them can be met will help me and my duaghter.
1) If she can just get 1 lesson per wk and pay for 1 lesson per wk
or
2) cancel personal training without penalty.
the cost of personal training is now causing me hardship.
Fitness should make me stress free however i am having lot of stress because of the training fee.
I am paying for unexpected funeral costs of a family member.
I emailed customer support however i have not received resolution. I was offered penalty of 20%. I can not afford that. If i can get 1 lesson per wk package will help. i can only afford 1 lesson per wk.
Pls respond or else I will have to approach David Patchell-Evans.
Patch doesn't care nor does Goodlife. I hate to say it but it a thieving corporation taking advantage of vulnerable.
customer service
I have been a member at GoodLife for many years .. I had recently wanted my 12 yr old son to try the facility and this process was handled poorly by the management team at GoodLife tamarack location.
I had to speak to different managers just to get a clear answer regarding the process of trial times and teen fitness and also the new charges that kept showing up In my bank that wasn't clearly explained to me at the beginning ( had to talk to more than 3 managers) and In the end with all the confusion I admit I may have confused myself as well and didn't understand what I was signing up for .. after the teen fitness was done I had realized I was being charged for my son and I contacted the same manager again (NEil) and explained to him that I didn't realize that my son would have to automatically start paying after teen fitness was done because to be honest I was already angry and frustrated when I had to speak to so many different people about my concerns so I will admit that with my frustration I didn't clearly don't rememebr the conversation where he told me that my son would start paying after he was done with teen fitness .. all I'm asking is to cancel that membership and get a refund for the month of September because this was not only a mistake on my side .. GoodLife was clearly charging me the wrong amount for few months ( which wasn't fixed ) and was a mistake so I don't understand why I'm not able to get 30 dollars credit for my son that is not interested in getting a membership at this point .. at this point this isn't about the money .. it's about poor communication at this tamarack location and poor customer service .. I truly feel that my concerns weren't being taken seriously
Most discussed GoodLife Fitness complaints
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