GoodLife Fitness
Reviews and Complaints

Hello I have called the GoodLife fitness member line [protected] and can never seem to get through. The first time, at 9am it said they weren't accepting any more calls. The second time, I left my phone number ensuring a call back. Waited 45 minutes and no call. Third time, said more than a 5 min wait so I left my number again! I have tried emailing [protected]@goodlifefitness.com and got a bounce back error. What is going on with member services? I just want to speak to someone.

my wife got into an accident 3 months ago and shouldn't be able to return to work, the doctors told her she can't go back to the gym for the next 6 months . we went to good life in barrie to cancel our policy and the manager told us you have to call the customer service to cancel your policy and they will wave your cancellation fee because it is related to health . when we called head office they told us they don't care that you can't go to the gym and they don't have a cancellation policy due to medical reasons and wave the fee. looks like people working in the branches don't know the policies and they don't want to deal in the store level and re-directed us to customer care . It is not about the money, just the customer service we got was disappointed and no one knows what they are talking about when it comes to policies .

Will not be renewing my membership this year. The gossip and criticism felt by the customer service employees is unbearable. Recently even saw an employee post a video making fun of an older gentleman for using a row machine improperly. Instead of going and showing him proper form/ helping she took a video making fun of him. Please talk to your customer service. PT's are great and helpful, but I've seen multiple instances where customer service was gossiping and/ or criticizing guests. Very unprofessional.

I am a long time member of good life. I used to be a part of Exclusively Women's until it was bought over by Good Life. I am sad to say how terrible the service has been in the past few months. I am an alliance member who had access to all the gyms. In the past few months I have been told I do not have access to all and was told to leave when I went to the location closest to my house. (Bovaird) It seems very unfair that I would have to cancel my alliance membership just to have access to the other locations in Brampton. I have access to the alliance clubs that are located in London, Hamilton, Cambridge but not to the ones in Brampton. I am not sure how this makes any sense. I would have to cancel a $20 member and pay $40 a month just to have access to one other location. All that I asked for was to be switched over to the Bovaird location and was not allowed to do so. I called and spoke to the sales representatives and they kept giving me the same answer. I asked to speak to a manager or supervisor and was told that they are on vacation and I could not speak to anyone. My sons, daughter and daughter-in-law all go to Good Life.

I wish that you would be able to find some way to allow me to switch without having to pay so much more.

I hope that you contact me with some positive news.

Thank You
Jayanthy Shanmugalingam

I went to the club in Brockville to inquire about corporate memberships. The club had just become "Co-Ed" but as yet there were not shower facilities for men, just lockers and a toilet.
The woman at the desk suggested I sign up and then I could transfer it over to a corporate membership with the bookkeeper at the Brockville Superstore was back from vacation. So I did this. I am now wondering if I've signed up for a one year contract. I'm also wondering if this was done deliberately and I was given false information so that I'd sign a contract. Subsequently, I found out from the bookkeeper that I should have just waited and signed up for the corporate membership.
The woman at the front desk also told me enthusiastically that "men's showers are coming!" I now know from what a number of the gym staff have said to me that they had no idea when the full men's facilites would be installed. Head office didn't want to spend the money on the renovations until enough men joined to justify the expense. Later one of their employees told me that the new fiscal year had just started so they were hoping that the renovations would be done soon. The manager and staff are very frustrated and upset that head office does not support them.
The whole reason I joined was so that I could work out, shower, and then go on to work my shift at the Superstore. I've never been able to do that.

At the beginning of July I phoned in, told the same woman at the front desk how angry I was, and asked for my membership to be cancelled. She initially denied saying that showers were going to be coming, but then admitted it. She also said that all the employees are upset and that they are now losing people because the renovations have not been done. She said that she would take care of the membership being cancelled. She did not tell me that I had to come in to do any paperwork.

Yesterday I got a letter from Goodlife telling me that I am in arrears, when I thought I had cancelled my membership. I called the club in Brockville and found out that I have to cancel in person and sign forms.

Now I'm wondering what else I haven't been told. I'll go in today and sign the forms.

When I joined your gym in Mission BC I was told that the personal trainer would contact me via email only. It was 12 days before I got her email and then she text me via phone as she said she wasnt getting my emails. She still has not responded to my request for a meet and discuss hers times. If I had been told it would be weeks then I would have joined another gym in our area that has more than one trainer available. I joined July 19th and wanted a trainer asap as I have set goals for myself being the first 6 weeks to have a training regime and lose some weight. I am now into week 3 still without a trainer and my 10 day grace period to get my money back has passed. I thinks perhaps you should consider allowing clients to bring in their own trainer if yours is unavailable or hire another one so clients like myself dont have to be disappointed with your gym. I see that quite a few people have complaints about your gyms.

I went into my local gym and requested an invoice of my memebership for my health and wellness account. After waiting for half an hour they finally come up to me and tell me they can't give me my invoice and I can only go online and get my receipts. I know this isn't true because my friend just got his invoice printed at the same place the day before, so why was I treated differently?! I am completely outraged because today was my last day to hand in my invoice for work and I contacted GoodLife eailer and they said come in to any location and ask for invoice and it will be no problem. I don't have anymore time today to sit around and wait for something that should take 2 minutes to do, because I have to go to work. So now because of your companies incompetence I am out 300 dollars for my health and wellness.

To whom concerns about this,
I am writing this letter to complain an unhappy experience happened in Goodlife on this Monday night.
After taking the Yoga class, I applied for a regular parking ticket in the front desk, but I suddenly realized that I left my purse at home. I told the receptionist girl my situation, and she asked me '' so how do you get a parking ticket?'' on the contrary, rather than help me resolve my problem. Also, she's not willing to give me a validation parking ticket but I understand you have a rule stuff. However, I have no other options under that situation. She thought I was yelling at her but actually I just tried and kept explaining to her what is my situation. At the end, I repeated the reason why I forgot my purse, and the girl said to me she always took her purse on hand, seems like I made this fault and non business with her. Although she gave me the validation parking ticket finally, she said she would not help me again if this happen once more. I did not owe her I could not understand why she said this to a customer?! I do not say who's right or who's wrong, this is not the point. My complain is her careless attitude and her way how to help customers. I became a member of Goodlife with one year commitment just 2 weeks ago and will also taking personal training class for the next six weeks. This experience let me feel down and a little disappointed, I hope your receptionists could be more professional and help customers better instead of just regulate customers.
Thank you for your time to take my concerns.

Good day,

it has been a month now since i have left Nova-Scotia and i did follow the rules as i am a member of the Royal Canadian Navy with Canadian Armed Forces.

To give my notice a month prior to be posted out. I am in Québec now and there are no Goodlife Fitness here. Even last month when i noticed i still got charge on June 21 when i was no longer using the gym to

Naomi Wisen Assistant General Manager
Clayton Park Plaza([protected]

I did ask her again to cancel my membership but, i just saw another charge as off July 21 when i have been gone for over a month. This is unbelieveable. Knew that would have been like that i would just keep using the gym on our base which is free. Hopefully you can help me getting out of this frustating situation. Which is to get me membership cancel as i asked 2 months ago. Just saying longer i wait more administration action i will have time to do.

Thanks

Sorry if the text is not very polite as i thought at the beggining i was communicating with Goodlife Fitness complaint department

I always thought I liked this gym. I was considering joining it this summer. It is renovated and seemed really great when I bought my daughter a one year membership. I was very skeptical about gyms taking money out of your accounts so I paid for the entire year all at once. I explained to the sales person that I only wanted one year and no money to come out of my account. "Of course", she said. She understood my trepidation. I swear I never thought about it again and my daughter hasn't went since it expired in September 2016. So, being a teacher I allow my husband to take care of bills through the school year and so I was SHOCKED when I saw that after the expiration of her one year membership they have been charging me twice a month. When I called they explained that I should have read the contract. I explained to them I was very explicit with the salesperson and adamant about paying in full immediately so I wasn't worried about reading the contract. The salesperson assured me she fully understood and that it was fine to buy a one year membership, "Nothing would come out of my account."

I thought that I went through all the right hoops and I was the one person who wasn't going to get in trouble with this these gym scams.

Good evening,

The purpose of this email is to inform you of an incident which occurred at Goodlife Queen Street in Ottawa, Ontario.

On the night of June 28, 2017 at approximately 8:00pm I was working out in the downstairs of the gym when a man walked in who was speaking abusively on the phone. He was speaking in a vulgar, aggressive and obnoxious tone and was using profanities that I am not comfortable using in an email. I watched this behaviour disturb others, including a female staff. It was allowed it to continue for more than ten minutes. I watched as Alex (unknown last name) who was on shift, acknowledged that someone was being extremely aggressive and walked by him and ignored it.

Let me be clear that I do not pay to work in out in a hostile, abusive environment.

I stopped my machine, turned back to the man and told him to take his conversation elsewhere.
The man immediately started screaming at me, he told me I was an animal and other things that I was not able to comprehend as I was terrified. I was subjected to inappropriate and aggressive behaviour, and I genuinely felt scared. Alex (the staff member), then told me in a rude and aggressive tone that "he would deal with it and to keep to myself" or something along those lines. The guy continued to scream at me. I started to panic and started becoming emotional and ran upstairs to the change room to get my things.

When I was able to stop hyperventilating and went downstairs to leave, I demanded the manager's number. The male staff at the desk would not give it to me until I asked numerous times. He told me to wait there... He actually wanted me to stand in that position and allow that man to yell at me so that I would not need to call the manager and get anyone in trouble.

All this time, the man who had initially had been yelling at me was still screaming and trying to instigate a fight with me. I ignored him and he continued to scream, saying he would call the police on me, used the word "animal" again, said something about "not talking to a man like that" and was trying to provoke me. Let me be clear and say all the while, both Alex and another male staff were watching this. The man stood near the (only) exit so when I was leaving and continued to scream as I walked by crying. This is not okay.

Here is my issue, if it isn't evident already. The way this was handled by staff is completely inappropriate. I can live with the fact that there are some bad people in the world. But what is completely and utterly unacceptable, is the fact that I was subjected to this behaviour and no one tried to get him to stop or ask him to leave.

I am 19 years old. I have been with Goodlife for 3 years with the exception of a three-month break in 2015. I am a loyal, respectful and polite member and I frequently use the club to destress from my life. I will not allow myself to be subject to an abusive environment and I most certainly I will not tolerate that if it is somewhere I pay to use and have an understanding that I am safe and secure.

But it continued to get worse. I then tried to call the number that was given to me by the employee for the manager. It brought me straight to the front desk, so I was unable to leave a message for the manager to call me back tomorrow. When I asked to be put through to voicemail, I was handed off to another employee who then continued to tell me that it was my fault and I should come into the club tomorrow to explain my side of the story. The conversation continued for about ten minutes, during this time the staff member told me to "settle down" and that "it would probably be okay".

I asked him if he was serious that he was saying that I am in the wrong here. He told me I started it. He said that because I initiated the conversation. So what he was saying is that I was allowed to be subjected to that behaviour. When I asked why no staff had intervened, he told me he that they didn't want to get involved. I also asked numerous times to cancel my membership. but instead, he kept telling me to not cancel and to come into the club and "tell my side of the story". I can tell you one thing right now-I will never walk into Goodlife on Queen Street again. I feel unsafe, I feel like I was not protected in any way from this verbal abuse and I no longer feel welcome there. I am most likely going to cancel my membership altogether, unfortunately. For the moment it will remain on hold.

So let me tell you what this entire night has told me. Not only does Goodlife Fitness not respect the rights of its customers to have a safe environment- but you also have staff that is ignorant, rude and completely insensitive to how this may have affected me. I brought up the fact on the phone that with your staff that this is very different from the perspective of a young woman. and he told me "it's not a gender issue".

So I would like to know at what point it becomes acceptable for a grown man to belittle and demean a young girl in front of many staff while she sobs and hyperventilates... and for nothing to be said or done to try and de-escalate the situation? They also could have offered me a place to sit down and calm down until I was okay. But no. Instead, I got a lot of attitudes and no empathy at all for how this may have affected me.

I will give credit to the younger female employee who ran after me and walked with me until I calmed down. She was very kind and understanding. She deserves to be recognized because she brought me down from a severe panicked state and I thank her immensely for that. While we were walking, I explained why I felt the way I did- and she told me that she actually noticed the man's aggressive behaviour too and told ALEX (staff) and he did nothing.

I cannot find the words to express how sincerely disappointed I am and hurt by this experience at Goodlife. Although I have enjoyed my experience with the company and working out has helped me overcome many barriers in my life, I do not intend to return. I am genuinely concerned with the lack of staff awareness of managing hostile situations and the training being implemented so they can respond appropriately. There were many conflict intervention strategies that could have been used. An obvious one would have been to take the man into an office where he could calm down and no one else would be subjected to that.

I have contacted the complaint registration form because I do not feel safe in the GoodLife clubs and I do not want to be forced into going to speak with the manager there.

I wish to advise you of the situation that has occurred- and inform you of exactly why I will most likely be canceling my membership as a result of this. You should know that the staff went to a great deal of effort to ensure I wasn't going to follow up with a regional manager or complain to head office. The impression I got was that I was going to be pushed under the rug. The idea of going in and sitting down with the manager at that gym is not feasible for me as I genuinely feel they fail to recognize how inappropriate and wrong this situation was.

I would like to speak to someone about why this hostile environment was allowed to persist to the degree that it did and would like a sincere and genuine apology for the way this was handled. This has emotionally upset me in a way that is profoundly uncomfortable and I do hope that by informing you of this situation- an event like this will not happen again to another person.

I would like to be clear with this complaint that I am not upset about the fact that the man yelled at me, so much as I am by the way it was handled. While I can accept that there are some angry and abusive people in the world and I may have provoked the wrong one tonight, I will not accept to place myself in an environment where my fundamental rights as a human being are being violated and where I am being told that this was my fault and they didn't want to "get involved".

I apologize for the incredibly long email. I hope that you understand the grave nature of my concern and the sincerity behind my hurt for what happened tonight.

Thank you for your time,
Leila Attar
Client number: A879225

I wanted to cancel my membership on September 2nd, 2016 but the manager insisted I put my membership on hold from September 2nd, 2016 to April 2nd, 2017. So, I agreed and she has stated that at any moment I can call and ask for her ( Taylor Mcwhirter) and cancel my membership. Within the 3rd week of January, 2017 I had called and talked to manager Taylor Mcwhirter, and requested a cancellation to my membership, she said agreed to cancel it. However, ever since January I have been charged every month up until July 2nd, 2017. I called Taylor Mcwhirter again on June 15, 2017 and asked her why she has not yet cancelled my membership, she said I had to come to one of their gym's to do so. So today, June 20, 2017 I have cancelled it.
The reason I am writing this complaint, is because I want my payments back. $220.
I have the hold form and cancellation form as proof if required. If you have any questions email me at [protected]@gmail.com

I have been a member with your organization for a year and a half taking a break, because of my shoulder. None the less, I'm writing you because of the treatment I have received from some of the staff at this particular Goodlife. I am an executive member, with that being said upon arriving at this location. The staff looked as if I were in the wrong place then as I proceeded to reach for a towel, a staff member older bald guy with a black and grey mustache with a goatee, looked as if I was not suppose to have one. After I took the towel that I pay for within my membership I proceeded to my workout. A great workout with all the equipment I need and very well kept. I apologize for any run on sentences.

As I was leaving a young blond girl gave ma a blank stare then looked away as if I were not even in the room. As the guy behind me left. Asian guy around the same age as myself, she lift her head with a warm "Have a great day and hope we see you tomorrow" I was very confused by this.

I am African-American that has relocated to Toronto along with my company, thinking that this was a very diverse city and known for it courteousness without any racial/ethnicity/preference/nationality hangups. The first person you see and the last person you see in a business of operation is a lasting effect.

I will not mention how one of your clubs gave out my personal information, which is why I cancelled my first membership. I hope this has been something helpful for your franchise.

I was a member at GoodLife my daughter loves to swim I'm a pretty busy woman so Saturday afternoon I love to take her by a pool and we just have a nice time with each other so because I'm a new member a GoodLife I assumed I could take my child to the pool because there's clearly a sign on the wall that says a child under the age of 12 can be in the pool but needs to be super vised I get down there I got my daughter all packed up to get down there twice and both times they kick me out they won't allow her to come there to fool I had to cancel my membership there's stories their policy is that no child can be no child can be in the gym or in the pool under the age of 12 but the sign clearly states they can be by the pool but super fast I was so very disappointed my daughter cried all the way home she's seven

Today, I just registered to the 14 day 14 dollars program. I went to 137 Youge st. goodlife 6:30 pm. The sell representative name Michael so so rude at me.

He kept asking me why and why ?, , , why only 14 days ? I always answered him and gave him the same answer that I paid for 14 dollars I wanna try. He seem not satisfied with my answer and He sill keeping me why and why again and again with the same question. Some time he shout at me ""why"'' he even not let me in the gym until I can give his the right answer!

Then, I suddenly went out from gym since I cannot tolerate the way he behave to me.

Before I was very happy to go to your gym i hoped that i want to have a good time. Unfortunately, first time very bad experience. I paid 14 dollars but haven't workout at the gym since the sale representative it too much to me to handle it. I had to go out.

To whom it may concern,
This is simply unprofessional and not safe at all when it comes to tanning ! I passed by the Markville club on Saturday may 27th to do some tanning. when I left the club after 9 minutes of tanning I felt bit pain in my eyes! this pain is still chasing me since Saturday! Staff should be notified and give right instructions when a member enters the room to tan! Asking so many questions about putting the right sunglasses, sun screen and maximum tanning(unfortunately none of this happened!)
For a person like me tanning for the 1st time and has no clue might have severe damages in future! Im simply worried and took a doctor's appointment today just to make sure that everything is alright! I hope this is not serious and i will definitely get back to you with my results!

Hello,
I purchased 72 personal training sessions and have used 8 of them. When i decided i was not happy with the service provided it had exceeded the 10 day refund policy.
This is absolutely ridiculous that i cannot receive a refund or even partial refund as i have spent over $4000 with your company, yet you are not willing to do anything to satisfy your customers.
The 10 day refund policy either needs to be extended or changed as I was not able to determine in 10 whether i was satisfied or not. It is not my fault that my trainer cancelled 4 times and did not show for one of the sessions.
I have been a dedicated member for almost 10 years and yet there is no loyalty to your customers.
Initially on the 10th day i did say to my trainer i wanted some of the sessions refunded but he said there was nothing he could do as his manager was not in that day and the 10th day was that day so too bad so sad.
I am disappointed that i will have to inform my friends and family of this interaction.
my desirable outcome would be a refund of the 64 sessions i have remaining.

My name is Anastasia Rozenshtraous and I have been a loyal Goodlife fitness member for 3 years. I have enjoyed visiting my regular location, 1000 Finch Ave W (Dufferin location). I enjoyed the gym`s culture as well as the customer service for that time, until last month when I noticed that I was over charged since November (due to change in the membership plan that was not processed)-eventually the issue was solved. On Friday, May 19, 2017, I faced extreme level of rudeness from one of the front desk representatives at the same location (1000 Finch Ave). The front desk lady, Brenda, didn’t let me in since the computer indicated that I`m not entitle to visit the gym on Fridays. However, there is a part in my contract where it is clearly stipulated that Friday is one of my access days. Brenda checked my profile and stated that because she doesn`t see an access on Fridays, she can`t let me in, and I have to leave the location. In addition, she asked me to show her my contact as a proof that I`m not laying. I wondered if there is a manager or someone of a higher authority to advise on this issue. I`ve been told that there was no one. I experienced such a terrible customer service through which I felt extremely humiliated, embarrassed and emotionally abused! I have been treated like I was asking for a favour. Since I was already there, Brenda could just let me in. But instead, she decided to be rude by telling me to leave the location.
I don’t understand why I have to go through so many issues when originally all I wanted was to get in to my gym. It is a shame that such a big company like Goodlife fitness gives such a humiliating customer service.
All I ask for is to update my access days as stated in my contract; Monday, Wednesday, Friday and Saturday. Open to all locations. I am ok with switching days around as long as I keep my access on Fridays.
A copy of the contract can be provided upon request.

Visited the Good Life gym in Georgetown ON on Sinclair today. The Gyms ventilation system seemed to be functioning way below standard. The gym had an horrid smell. Most of the matts were dirty and some broken. I noticed the treadmills were quite worn and the three - attempted were making unacceptable noises. The change room was also below standard for cleanliness. I normally visit the Guelph/Eramosa location which in comparison to the Georgetown/Sinclair location is much much much better. I was completely disappointed with the Georgetown standards.

Hello. I received a call today from collection agency regarding my balance. They said I have $250 unpaid amount including cancellation fee (never cancelled my membership) apparently my account was charged and payment didn't went through once as I can see on my statement. Nobody called me or emailed me regardless till now I'm getting call from collection. I called customer service and Brant who was on phone with me was rude with me and didn't even try to help me when I asked to transfer my phone call to manager he refused saying that my case is not important enough to transfer it to the manager. I very upset about that. I don't want have any deal with good life fitness ever in my life and won't recomend good life fitness to anybody.