GoodLife Fitness
Reviews and Complaints

Me, my brother and my wife are together on my account. I started gym from July 23rd (Only me, nobody else from my family). I got an auto deduction from my account on July 27th for 84$. When I had a word with the local staff they told me because my brother's account has been auto-enabled (despite the fact that my brother temporarily suspended his account before the lockdown, and he has an email from Goodlife that is account is suspended til Aug 31st), but when they deducted the amount from my account, they are not refunding it back.
Moreover, they do not reply to the emails, and no response on calls. Call them early in the morning or late evenings, they always have a lot of calls.

Hello,
Why did you charge twice for the same duration?
I paid $ 12.63 on July 19th for using the gym for just two days.
I paid $28.25 on August 03, 2021 as my two weeks membership fee and I have been charged $27.12 again on August 09, 2021.
Could you please explain how and why you have deducted $68 within 20 days?
Isn't this ridiculous and illegal? This is a breach of Contract and I will sue you if I don't get that extra charge back into my account.

I want an explanation as well as a refund of extra charges.

I also paid $21 last year in October when the Gym decided to close. I was told by your employee that I will get a refund or I will not have to pay when the Gym re-opens. However, the steal is going on and on.
I want a serious explanation regarding this issue.

Regards,
Abhishek B.
Government of Ontario Employee
+[protected]

I signed up my whole family for a 1-yr "corporate" membership that was providing a discount in January 2019. I paid approx $1600 for 4 memberships. When covid hit, I requested a refund in April 2019. I was told no problem by the local club.. and instead I got a "freeze" notice. I didn't push the issue as we were in the middle of the pandemic and I assumed that down the road the refund would come. I have tried to re-contact them multiple time starting in February 2020. The local club tells me corporate refunds are done through the corporate office. After trying for many weeks to get through... I finally get through today (March 4, 2020). I am told they will not provide a refund, the agent refused to transfer my call to a manager, and they just hung up on me. This is UNACCEPTABLE. I would like a refund as of the date of my original request in April 2019.

I registered for 6 months training plan on the end of September 2020. And by that time, I didn't complete all the sessions from my previous beginner package. The club manager suggested me to take the 6-months training plan and told me that the system would not start to charge for the new package until I complete the beginner sessions. Due to the COVID-19, the club closed for the second time and I only had chance to take 2 sessions for the week of 7th December. Before the first-time closure, I requested a pause for my personal training and payment. But the system still keeps charging me from my account. I spoke to the club representative about this but nothing came up. And I called them on December 2020, a lady told me that she would pause my payment and a representative from personal training group will contact me at the end of December. But till now nobody called or sent email to me. i called them again on the end of January 2021, i've been told that every department shut down during the lockdown, someone will call me once they reopen. However, instead of calling me they again starting to charge me at the end of February.

Due to the COVID, the club moved some equipment to a yoga room and dedicated that the room is only for personal training. The equipment in the Yoga room is quite basic which is not enough for a comprehensive training. I payed for a level 3 personal training session and what I am expecting is a high level training with the accessibility for all the equipment in the club. However, this time my training effect was absolutely got reduced because of the equipment. And also, the on and off for the club makes my training discontinuing which reduced the effect of my training as well. I don't really want to waste my time and money on waiting for the reopening anymore.

Called to cancel my membership and asked for my activation refund
since the gym never opened for use due to Covid19, but DeAndre piece of work she is would not let me speak with her manager so I could understand why I cannot get a refund on the activation fees, she kept repeating no need to speak to the manager, I was so frustrated she was like a kid repeating over and over again. Hopefully someone from management see this and take action or give me a shout back

I have been a member for years, I have never seen 34 people in the weight area ever. I also know having counted the cars that their would have had to be 2 people in each car. Also at this time a small group of women do virtual classes down stairs. Their is hardly ever anyone at the counter and I believe that the staff was not there to observe people exiting the building. I have paid for the year in advance, as I have every year.

Despite reaching out to GoodLife's "customer service", GoodLife failed to follow up with my complaint I had made against one of their trainers, and more importantly, failed to reimburse the money that was withdrawn from my account for services I had not received well after cancelling my contract. Despite paying my cancellation fee and not having services for over 3 weeks, they continued to withdraw one more payment of $393.24. I will be filing my complaint with the Better Business Bureau.

This business fails to appropriately screen and hire trainers with the adequate knowledge and skill. Instead, they charge and certify individuals with no background knowledge through their own training programs (Canfitpro, GLFPTI). They push their sales driven narrative all while having trainers that do not know how to appropriately assess, plan, and coach to the fundamentals of any appropriate fitness program. Thus, leaving clients, including myself, with a trainer who lacks the competencies and awareness to ensure my safety and wellbeing on the floor. My safety was compromised several times which lead me to cancel the service.

Unfortunately my app was updated and now I can't book my workout compare to people who still have the older version where they can book their workouts one day ahead of me. It is frustrating to have only 10 people to book a workout session and it's more frustrating to have people book a day ahead of another unfairly

Upon entering the video class, no one was in the room. A video from someone that had left the room was running. I could not get the video to stop so I could do my 8 minute workout I usually do.

The staff was absolutely useless. They gave me some codes to try that didn't work. We don't know, they said. You'll have to wait until the running 20 minutes workout finishes.

UNACCEPTABLE! I'm not waiting around 20 minutes of my 1 hour.

I left the building without finishing my hour workout.

The staff need to be better trained on the virtual classes. Not just standing around on their phones.

If there is such a code to interrupt a running video. It should be posted in the room.

Kent McLain

Back in March, due to financial strain brought on by the pandemic, I found myself unable to continue with Personal Training. I budgeted to buyout of my contract, but at the time I interpreted the contract to mean that the buyout amount was 10% of what was left in the contract, rather than 10% of the entire contract. I was not able to contact the club in March to buyout of my contract, so I had to wait until July. It was then that I discovered that the buyout amount was much higher than what I had budgeted for, although I didn't understand why.

I called, emailed both Membership Experience and Canyon Meadows and came into the club multiple times to try and figure out why my buyout amount was so much larger than I had anticipated. This took weeks to get in contact with someone who was able to sort out the confusion. I did receive some emails from Membership Experience, but none addressed my confusion with the buyout amount. Finally I came into the club and spoke with the assistant manager in person. He explained the contract buyout policy to me. We discussed my options, given that I had budgeted for a significantly lower buyout price, and didn't have the funds to buyout for the full amount at the time.

I chose the option to pause my contract until September, so that I would have times to redistribute my funds and save up money. My conversation with the assistant manager ended with him saying he would go to pause my contract.

I received another email from Membership Experience the following day regarding my contract. I disregarded this email, as my experience with Goodlife has been that there is a gross lack on both internal and external communication, so I assumed that my conversation with Jay simply hadn't been communicated with head office.

At this point I did not notice that I was still being charged for personal training, because due to the pandemic, more money than normal was coming into my account and also more money than normal was leaving my account. I assumed the amount Goodlife was taking was for other expenses. I find it strange that I was never contacted by my personal trainer or anyone else at Goodlife regarding the unused PT sessions that were racking up on my account. Surly someone must have noticed the surplus of unused sessions.

In September, I realized that I was still being charged for Personal Training. I went into the club to get it sorted that day. I was told the fitness manager was in a meeting, but I could leave my name and number to arrange a meeting at a later point. The person at the front desk who I left my info with gave the indication that I would get a call from the fitness manager either later that day, or within the next few days. When I still didn't get a call, I called Goodlife again to ask to speak with the fitness manager. I was then directed to the general manager, who said that he couldn't help me, but he took my name and number down to have the fitness manager contact me. When I didn't get a call back, I again called the club, asked to speak to the fitness manager, again was told he was busy, and again left my name and number to be contacted at a later point.

At this point my Personal Trainer also texted me. I explained the situation to him, and he said he would pass that info on to the fitness manager and have him call me. I again received no call, so I texted my personal trainer again. I never got a response. So I came into the club once again, only to be told once more that the fitness manager was busy, but I could leave my name and number.

Having still not received a call within a week from then, I called Goodlife's Member Experience Team. I was told that this issue had to be resolved at the club, but they gave me an email address to contact the fitness manager directly.

And that brings up you up to date on everything that has happened so far. At this point I feel very gaslit by how many different things I've been told by different Goodlife staff. I do not at all feel like a valued and respected member of Goodlife. I turned to Reddit and discovered situations like mine, where members get bounced around from person to person and are never contacted, are not uncommon.

I would like a refund for the money taken out of my account between July and now. According to my math, that amount totals $1218. I believe this to be a very reasonable request. This is merely the amount that would not have been taken from my account, had Goodlife treated me with respect and understanding, and avoided months of miscommunications.

I would also like to buyout of my contract as soon as possible. Due to how long this process has taken, I have called my bank and put a Stop Payment on my account.

Having this issue resolved in a respectful and timely matter would restore some of my trust in Goodlife, and I would consider coming back to Goodlife to restart my membership when I am financially able. I am open to hearing other reasonable solutions to this problem, I only ask that this matter be taken seriously and dealt with quickly.