GoodLife Fitness
Reviews and Complaints

I have been a member of Goodlife Fitness since April 2008. So far the services have been impeccable, but recently I encountered some really poor customer service.
I wanted to change the home Club in Calgary AB from Westwinds to Sunridge and keep my current rate. I called Westwinds April 29, 2016 and talked to the woman who answered the phone. She said I would be able to change the home club and keep my rate the same. The 52.00/month would be billed if I cancelled my contract and rejoined another Club. She said all I had to do was go to the Club of my choice with my member number and a piece of ID.
May 2, 2016 I go to the Sunridge Club and they would not honor my current monthly fee and wanted to raise my fee to the current rate of 52.00/month. I was told by the General Manager Keith Milolayenko to call Head Office when I explained that I was told I could move to this location with no increase to my rate. No other option was provided.
I called the Head Office of Goodlife Fitness today May 3, 2016 and spoke with Alicia. I explained my concern again, I just wanted to change my home Club and pay what I'm currently paying she said my rate would increase and there was nothing she could do. I said I would like to take this further and her answer to that was "I don't know where you are going to take this" and was sorry for my frustration. I told her if there was no one else there that could help me I would go to the BBB and social media. She said the social media complaints go to the office she is in and said they have a Twitter account. I certainly do not feel valued as a member and that Goodlife does not appreciate nor want my business. She offered a month free so that I could think about staying or not. I have had no problems at all with Goodlife, as a matter of fact the staff and Managers at Westwinds are excellent.
Poor customer service has been a rising problem of late, and truly I was not expecting it from Goodlife. I feel real disappointment and let down after my poor customer service experience. I am beginning to think Goodlife does not care about their loyal customers.

I signed up for personal training in 2015 and I am moving to Chicago so I wanted to cancel my membership as well as my personal training. When I went in to the gym the manager said everything was cancelled and that there was going to be no issues with it and that my last payment would be taken out by the 3rd of March. However, come this week a payment was taken out and when I called the gym I had to wait over three hours just to get in contact with a manager and they then preceded to info me that the personal training financing would not be cancelled.

Its very bad to receive this misinformation and not between two different departments of Goodlife but within the same location of the company. I will not be working out at Goodlife ever again!

Thanks for nothing

Hello, I'm a Goodlife member for years. I am attending weekend morning classes most of time at your club. And I attend weekday at Markham Women's Club and some in Downtown. I enjoy all the fitness classes until last Saturday. On Dec. 5th, 2015 before 7:30 am, I came into your club, Markham Markville Mall Club. I am not able to get in, because I do not have my ID with me! And I had worst experience ever: I asked a lady who is working in the front desk for Goodlife to check my information from your system. However, she refused(not checking computer, not see the computer screen at all) and said she did follow Goodlife's rule, and finger pointed to the camera saying the camera's watching if she's letting me in. I tried to explained to her that I was able to attend classes in other clubs after I provided my personal information, they did verify it from Goodlife system, I did not know would be a problem at your club. I said to her at least give me one time a warming (because it was my first time to hear that required ID thing), and 7:30am Bodyattack class is my favorite, I could miss the class if I went back to get it. However, she answered the ID requirement shown on the back of the member's contract so no need warming. She started questioning me if it's possible a bank would get money without ID. I smiled and said first of all, it was my first time acknowledge the ID requirement; and I come here most of time I remember you; and there are many promotions for free classes to no-members. I wished I could attend this time as the first and the last time without ID, I really did not want to miss my class. She refused and gave me her manager's business card. And she told me her manger will be available the call after 9:00 am! Then she asked me to leave because she was busy to let others in. I don't believe that is the way Goodlife how to treat their members! I am the member over 5 years! Please stop to treat people as a Thief!

I went in with my daughter t sign her up in the early summer. We went through the process with the rep. I made it clear that she would be going to Guelph in the fall and would not continue the membership. I signed up my bank account and then the membership satrted. After my daughter cancelled the membership the next payment came out. When I went in to cancel the membership they said there was a cancellation fee much to my surprise. I explained that this was not expected as I clearly defined that the membership would end when she went back to school and they said when she come back she can just activate it again. When I explained to the front desk person, I was refereed to the manger. I explained the situation that I was put in and her response sorry there is nothing I can do . This should have been explained to you. My response is that I was not pleased and I would not use their service again and I would let other know the negative experience provided by this company. Basically I was being called a liar with their sales rep would never do something like that. I made it very clear the circumstances and any organization that support such practices should be under scrutiny. You cannot trust what you are told. Buyer beware, they will tell you anything you want to hear, get it in writting...that I think was my second mistake, the first on not researching the complaints out there on this company.

I commented on another person's complaint regarding poor treatment of gl employees but felt it was important to start my own. The experience I had as an employee was truly awful. I have inquired about filing a human rights complaint with the human rights tribunal but that's not an anonymous process and I frankly I was uncomfortable enough receiving the short end of the imbalance of power stick while working there that I do not want to have to go through that type of process with them. I would've complained to the head office hoping that maybe there are some decent people working at the top but that is not an anonymous process either. The management abuses their power and those below them are treated in a disrespectful and honestly I think, illegal, manner. As I mentioned in a comment on another thread, I was harassed in front of my client by my manager for reasons that were not explained to me. That is just an example. The managers taunt, bully, and are dishonest when explaining the wages an employee can expect to earn. I worked there for almost 10 months and not only is it 10 months i'll never get back but I was severely underpaid (An employee is expected to find their own clients on their own time but then receives a fraction of the money that a client hands over for their training). With that much money going to management one might think that the management would be of higher quality. My hourly wage was at times below minimum wage when you add unpaid working hours. And interacting nicely with some of the more unpleasant people (Some co workers, most management at most times, and some members) truly is work. I think most members assume you're being paid during your unpaid hours and so some they think they can treat you like dirt during that time. Which would almost be tolerable if management wasn't of the same mentality. If you are considering working there, try try try to consider working somewhere else.

dont trust this company . they will not mention that there is a cancellation fee of $99. this is a cash grab. a company like this must not be trusted. although it was stated in the contract but it was not explained and it was in fine print at the 2nd page.

I have been a Goodlife member for about 5 years now and have never had any issues until i started to go to the Oakville Oak Park womens only location.

The front desk staff are extremely friendly and helpful... the personal trainers...well I wouldn't even call them that. Now maybe it's just me but when I think of personal trainers I think of happy energetic inspiring fit people. This is NOT the case with the "personal trainers at this location. They are the laziest most non inspirational "trainers" I have ever seen! Every single day I see at least 2 of them sitting on benches, picking at their nails, looking at themselves in the mirrors or leaning against machines just counting while their client is paying a whole lot of money to actually be trained.. not just paying for a glorified counter!

Another issue I have with the trainers at this location is how they think Just because they are "trainers" that they can take up all the equipment. No matter what time of the day I go to the gym every single bench had clipboards, iphones, water bottles all belonging to the "trainers" yet they are no where to be seen. They will be across the gym using the leg press machine yet their clip board is by the dumb bells on a bench that I would like to be using, not looking around to ask to move their things. Now this gym already only has about 5 benches...which should be enough because it's not that big of a gym but it would be nice to have them clutter free especially when the trainer is not even intending on using them... other then a desk for their clipboards of course.

I went to use a bench one day and one of the 'trainers" stopped me from moving it and said she was using it and only had 2 mores sets left. I said no problem and started doing another shoulder workout close by the bench... because hey 2 sets should NOT take more than 5-10 minutes right? Boy how wrong was I! Close to 25 minutes later the bench was available. As i watched the "trainer" and client during this 25 minutes maybe 5 minutes was where the bench was actually being used, in between sets instead of the usual 1 min rest there was a 10 minute 'girl talk' going on. All while this sorry excuse for a "trainer" knew I was waiting for the adjustable bench (there are only 2 adjustable benches and the other is a wobbly and needs repairing).

Today at the gym other the usual clip boards everywhere taking up all the benches of course. I went to use the squat rack. As I went to load weights on another "trainer" told me that the other "trainer"was using it, I looked around and no other "trainer" in sight. But oh well because we all know that these futile "trainers" trainers think they own the gym I carried on with another workout waiting for the SQUAT rack... squat is the key work here I believe. 5 minutes into my workout lo and behold who do I see but the other "trainer" that was apparently using the squat rack. As I continue to watch they walk over to the rack I notice the client starting to do non other than... PUSH UPS! PUSH UPS... in the SQUAT rack?!?!? I'm sure a 'trainer' could come up with push ups somewhere else... NOT taking up the ONE and ONLY squat rack the gym has, maybe push ups with hand up on a bench. or against the wall... or even the ledge of the window that is the same height the bar was adjusted to.
COME ON! get creative and stop taking up all the damn machines or maybe when you see someone waiting tell them they can work in between sets with you. But that would mean that the "trainer" has no machine to lean on in between sets.

Another thing that got me going today was when I was using 1 of the 2 adjustable pulley machines. While I was using one, the 2nd one was being occupied by a "trainer" sitting on a swiss ball between the 2 pulleys, while her client was doing lunges in front of her...NOT using the pulley machine what so ever!
Of course the 1st thing I though was OF COURSE..IT WOULD BE TOO MUCH WORK AND LOOK WAY TO PROFESSIONAL TO STAND UP WHILE TRAINING A PAYING CLIENT. But I shook my head and though nothing more UNTIL another "trainer came up to me and asked me to move over so she can use the other side of the machine I was on. I looked at her for a second.. then looked over at the other available machine... ONLY 3 feet away. Now I would never have a problem with this if the other machine was being used, but REALLY you are going to ask me... in the middle of my set to stop and move over instead of asking that lazy trainer who is sitting down to get up and use the 2nd machine.

I have NEVER in my live seen 'trainers" like this. The trainers at this location are actually just GLORIFIED COUNTERS". I feel extremely sorry for the clients that are paying A LOT of money for nothing.

Note to these trainers... you want people to take you serious?
Stand up, look professional, smile, look like you want to be there training and inspiring not only your clients but other members in the gym to want to live a healthy fit life.

Goodlife... Honestly have words with this location because this is absolutely THE WORST I have seen. Giving the company a horrible reputation in Oakville.

Terrible customer service and completely inappropriate comments. Absolutely terrible customer service at the store on Dougal and Cabana. Went in with three friends, one of whom is already a member, hoping to take advantage of the 14 day pass before signing up officially. In the past, friends of ours have signed up for this pass in stores. But we were rudely informed that not only could we only sign up online but that it would take 24 hours to "register". Signing up in front of the receptionist, Andrea, would not suffice in proving that we had paid for our membership. Nevermind the fact that we were standing in the gym, cash in hand. The manner in which we were spoken to was vile.

We left and my friend with the membership went to speak with the fitness advisor after her workout. The fitness advisor, Kristie, was extremely condescending about our situation. To quote her, she stated that she "doesn't understand why people need to 'try out' gyms" and why people don't just "wake up early to work out". She also stated that she would never "walk into our law offices and ask for a free divorce." At no point did we request her personal views on her employer's policies or promotions. In a later phone call, she spent several minutes condescendingy 'educating' us on how working out works. We are aware, that's why we are at the facility attempting to use it. She insinuated that we were lazy and overweight. She then accused us of "judging her" and ended our interaction by telling us to "have the day we deserve". I am outraged by this conduct and never in a million years expected to by treated in such a manner. Goodlife lost three potential customers, as well as an existing membership.

So there is an employee who works at this location by the name of Isa Liu and is very careless of her work.
Isa Liu is a Chinese immigrant to Canada that is about 5 feet and 2 inches high with black hair. She is in her late 40's or early 50's.

She is, first of all, verbally abusive to all female members as I constantly see her mocking and making fun of the female members over there who are trying to lose weight. Maybe Isa is jealous of their looks, I don't know.

Isa Liu even swears carelessly for no reason, whatsoever, when I hear her go to her office.

Isa Liu is a very seductive woman as she constantly tries hitting on and sucking up to me by rubbing my shoulder and saying "Good job" with her thick Chinese accent. She is also bipolar, as most of the days I see her smiling at me and some days she is just plain rude with me and the other members.

But the most fraudulent thing Isa Liu is doing is that she would scam me by saying if I were to pay her $1000, she could get me a disability certificate and disability pay from the government.

Do not go to this GoodLife location as Isa Liu will not only use and abuse you, but could get you into trouble. Beware.

The training Institute of Goodlife Fitness has a course to train trainers and the cost is $500. They state that if you do not attend the training course then your money is non-refundable. They also state that there is an E-Mail to tell you when the course is being held. When you do not receive this E-Mail and the course is completed they then want to not refund your money or offer you a reinsertion to another session for an extra $115. In my complaint they stated that they sent an E-Mail but I did not receive it and it cost me $500. Their method of doing business is not upstanding to the name what Goodlife Fitness stands for.

Cancelled my member ship for good life on Wednesday July 16th because goodlife went into my account on the 2nd and took $34 and on the same day took another $25 and on the 4th took another $34. So called them freaking out and they told me that I was given the wrong information and no more payments would be taken. Well after cancelling on the 16th, on the 18th they took another $34. Called them back and they would not help me, called three time and when questioning them, they all hung up on me. F*** you goodlife.

Stay away from this place. I ignored the bad reviews and went in with a positive mindset but boy do I regret it. Poor management, all they care about is money, there's gossip and distrust among coworkers (talk behind each others back), and many uneducated employees. Literally anyone can work at GoodLife. Even a fat high school drop out. If you know how to sell well, you're a keeper! Forget about good education and quality service and morals.

They have one of the highest turnover rates for a reason. If you don't meet your quota or sales, they will get rid of you. Therefore, quit while you can.

As for people looking for a membership, be careful you don't get scammed. All they have is money on their mind all the time. They don't care about you, their employees or fitness at all.

I've been treated so terribly by this company. Neglected, ignored, dismissed.. Among many ways I've been regarded by Goodlife. Not only is the staff unknowledgeable, they are unreliable and frankly only care about their pay checks.
I have been charged all year long monthly fees, when they were said to have cancelled my membership. I've met with the manager, and he promised results because I was calm and reasonable. Things have changed. After one week of not hearing from him and leaving messages to speak to him I have taken matters into my own hands. I have called other managers and left a message to the head office. All I ask for is proper caring service.

Thus far, the issue has not been resolved. I will never go back to them again.

The location I am having issues with is the goodlife on Weston Road and 401

I was given a tour of the gym the first time I went. I had asked the staff member if for any of the class would i need to sign up she stated I did not that they have the schedule posted and i could just show up. My first few classes I was checked out of the spot i was standing at by another member of the gym. "This is my spot" which i was totally confused since I had been standing in that spot from the begining of class. This happened again in another two classes. I came to find out after a member was kind enough to tell me that i have to sign up for the classes or else people will keep telling me to move. I tried to sign up for two classes at once and was told i was "too late" and would need to leave my first class to sign up for the following class which i did and by the same staff was told i was "too early" i gave up and didnt take the 2nd class I have also not gone back to this location. I find this location to be too small and it is not clean. The washrooms smell very bad like urine, there is paper over flowing and all over the floor. Weights are left all over the floor as well. Very unhappy and as this is the closest goodlife to my home i will need to suck it up and go back

I was inquiring about an issue with one of the staff on the counter, when an individual claiming to be the manger butt into the conversation and started to bully and harass me. Without inquiring as to what the issue was, he assumed that I was in conflict with the staff person, who was actually helping me to resolve an issue by recommending me some alternative solutions. In a very aggressive and obnoxious manner he took control of the situation and escalated the conversation into a confrontation and made me anger by continually saying he was right and I was wrong. Without, listening or trying to understand the situation he pushed it to the outer limits whereby I made an unfortunate comment. To get even he threw me out of the club. When I asked for his name he refused to give it. The club at Gerrard and coxwell has a nameless manger that likes to intimidate his customers and threatens them if he can’t win. Now, I know what it feels like to be harassed and intimidated by a bully. I do not know his name, but if this is the culture of that club, I would think twice about joining there.

I had a three month tanning membership with Goodlife. Turns out they submitted the wrong banking information for my account. Instead if simply telling me of the error, calling me or emailing me they sent it to collections. I signed a contract owing $55.37 taxes in it the three months, Goodlife's "customer care" tried to say I owed then $87.00 because of the non-payment fine. If someone from the gym would have called or stopped me when I was there I would have been happy to pay. Instead they took the shady route and sent me to collections with no warning. I wouldn't recommend this place to anyone. Terrible customer service and very unethical business practices.