GoodLife Fitness
Reviews and Complaints

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

On Wednesday September 4th, 2019 I visited the Goodlife fitness at 1755 Pickering Parkway to get a tour and find out about becoming a member. Once I got back home I had discovered serious damage to my rear bumper and trunk and nobody even left a note. This was a hit and run, and the negligence of the Goodlife staff had me flabbergasted.

It was very difficult to get through to anyone and the first person I spoke to at the gym asked me "What does this have to do with the gym?". After I was finally able to get Carmella the general manager of the Brock road Goodlife fitness location my concerns for safety fell on deaf ears. She was lacking any sense of concern or understanding and only added to my frustration. She claimed I needed a Police report for her to even view the parking lot camera footage and brushed it off.

Well, after visiting the Durham Regional Police at 1710 Kingston Road to report this hit and run they confirmed to me that this parking lot (Goodlife fitness) has no cameras. At this point I was perplexed as to why the general manager Carmella would be as difficult as she was instead of letting me know this and trying to help in any way she could.

At this point I had virtually given up on the Brock road locations staff and wanted to escalate my concerns. When I tried calling 1-800-387-2524 I was unable reach anyone, leave a message, or even wait on hold. The recording would repeatedly tell me the call volume is too high and they're not taking anymore calls at this time. Really? This went on for 4 hours until I gave up in the evening.

Thursday September 5th Carmella's manager Giovinna called me in the morning and was no better, par for the course. Active listening skills were not present here either and my concerns didn't seem to get across as they should have. I was genuinely concerned for member safety in this area, the lack of assistance from staff, lack of training, and potential for others to face what I have or worse, God forbid.

Should a fitness club that's open at very late hours be this negligent? Does the safety of members and their property not matter to Goodlife? If so, why was this handled the way it was over all? Why the lack of concern or understanding when this could've easily happened to them or anyone else in that parking lot? Why the lack of cooperation when I was trying to escalate this for obvious reason?

Beware of Goodlife Fitness. They'll happily take your money but if something happens where you require their assistance, good luck. This is a very serious issue and my concerns for myself and others there are 100% valid and need to be addressed. This needs to be made right and I'm going to do everything within my power to utilize the internet / social media as a starting point to making this experience public. People need to be aware and if I was prior to this I never would've subjected myself to visiting their establishment. I urge everyone to not become members here and seek out fitness clubs or recreation centres that actually care more.

I have run into a situation with another member at my location speaking and touching me inappropriately. Apparently this member has done this to many female members and complaints have been made yet this man continues to be a member at the gym. The most recent event involved this member walking to my car and reaching into my car and grabbing me inappropriately. I was shocked when it happened and I contacted the gym to let them know that I have a safety concern with this member. At the time I was advised by the employee I spoke with that many complaints have been made by female members and that he knew exactly which member I was speaking of. I left it with the Gym to deal with hoping that this member's membership would be revoked. After avoiding the gym for a week I returned last night and asked the Manager about the status of the issue and she explained to me that an incident report has been submitted but that on all other ocassions and complaints the staff did not put forward an incident report. Apparently this member will continue to attend the gym and he may be spoken to about his behaviour. I now have to feel sick to my stomach every time I go the gym wondering if he will be there and having to relive him touching me sexually and agressively. The Manager at the gym implied that the incident was my fault and that because it happened in the parking lot it was not their issue.

I need to raise this complaint against the employee, Andrew Tsialaos who said he is the Manager and the only Manager in Madison Centre, Goodlife, located in Yonge/Sheppard. He has no quality as a customer service associate, let alone a manager. I have been a member of Goodlife over 5 years. Andrew T is the only one so far makes me really want to raise a formal complaint. He is extremely disrespectful and ego. His manner is full of harassment and discrimination. During the conversation, i found he picked on me purposely. I have made a complaint about him over the phone in the past. Today, about 5:30 pm there was a chance he met me and he acted as revenge on me. He stopped me from using the facility even though I have paid the membership. It's totally unacceptable!

I called the number of the accounts department, to put a membership on hold so I can take a break, I still had an outstanding fee of $65 and as soon as july 25 comes around, they cancel the membership, and I was already out of town unable to deal with the matter. I called today August 7, 2019!and they still expected me to pay the buyout fee. I'm not happy about it as I still want to continue using their gym but when their offices are only open till 5 pm Monday to Friday 9-5 which is unacceptable, it's inconvenient for me. I demand some changes to let me pay off the balance of what I owe. And reinstate the membership.

Hello:

I am a member in Toronto at the Richmond and John gym.

Yet before my departure on a trip last June 27, I went to the Liberty Village for a last workout on June 26.

I asked there to have my membership suspended. A staff took down all my info.

Yet my bank account has been charged with the regular biweekly payments.

So I emailing you to complain about not having my membership suspended as requested - and to have the monies charged after June 26 repaid.

You can actually double on my account and see that I have not used any GoodLife gym since June 26.

My name is Charles-Antoine Rouyer, 01-25 Sullivan Street, Toronto, ON M5T1B8 [protected], [protected].

Please confirm membership suspension and repayment of the unncessary charges since June 26.

Regards,

Ch.A. Rouyer
[protected]@icloud.com

I was using a machine this afternoon, and I was here for only five minutes. An unknown man ask me if he can use the machine when I am resting, but I don't need rest at that time and I am so annoyed someone disturb me when I am working on a machine. And this man stayed around me for several minutes (maybe he want to make me uncomfortable so I can leave. I do feel uncomfortable but I didn't leave) and then he told this to an associate "Sam", Sam came to me and ask me to leave, and he said if I don't leave, he will kick me out with a very bad tone and attitude. That's not the way who speak to a customer and especially he request me to leave the machine that I am currently working on. Then he report to the manager and the manager told me this is a policy to share machine. But I could never accept the attitude that Sam did to me. And the manager didn't believe my word and said "Sam is very polite person". When I asked to talk directly to Sam in front of the manager, he refused me with the unreasonable reason "you are not allowed to talk to him". I am so confused about everything happened in Goodlife today and I don't know some of the Goodlife staffs are racist. I think this experience will make me feel afraid of being there again, so I decide to cancel the membership. But the manager there asked me to pay $100 dollars to cancel, that's what I could not accept. This unpleasant experience is totally not my fault, and it's not my personal reason to cancel the membership, it's because of the bad experience your staff brought to me. So I want to cancel my membership without cancellation fee.

On July 21, 2019 at around 10:45pm when I finish gym and finish showering but I was putting my clothes back on there's the maintenance cleaning guy have rush in to the lady change room without and locking door or sensing that there is woman still inside the change room; is not once that the cleaning guys have doing this, is every night they have rush in the lady change room with any locking or sensing that there's still woman in the change room. Now I got very scare and threaten that there's will be a group of cleaning guys rushing in when I showering and changing in the change room. Very scare and threaten now that I cannot trust GoodLife and join GoodLife no more. I know my complaint will never will be notice or it just will be ignore . I still need to complaint the maintenance cleaning guys and also the Old man receptionist that do overnight shift; I told him what happen and he have no apologize at all and his act and attitude is helping the cleaning guys that he do the right thing by rushing into the lady change room and like he's very rude and mean to me and blame me that I come to gym that late and have bore him and the cleaning guy working and that the cleaning guy is rushing go home that why they rush into the lady change room, he said they're right rushing in. And if they really rushing in the lady change room again I will call the police and I have a witness of the other girl see this too; Her name is Amy. She said will be my witness. and there two more womans in the showering too. and lot of woman into the change room that see this happen. I am not sure why Goodlife Fitness hired this kind of really bad attitude and no sense at all of the cleaning guys and the old man overnight employees. That really took down Goodlife image. I really scare someday I went to the shower naked or go to the sauna the cleaning guys rush in . I can't imagine that. they almost saw every woman changing their clothes when the cleaning guy rush in today. I will stop joining good life now. I have been scare and threaten now. Hope Goodlife have really concern about this issues and the employees they have hired.

I called Goodlife Fitness Head Office on 1-800-387-2524 June 28, 2019 at 8:29 am Mountain Time to complain that the contract I had signed for gym membership had been breached.

When I originally signed up a few years ago, I told Goodlife Fitness (GF) staff in Sherwood Park, Alberta that I usually work in a remote camp with a schedule of two weeks on and then two weeks off. I did not want to pay for membership during weeks I had to work.

A GF manager assured me there was absolutely no problem.

When I had to work two weeks out of town, she said I only had to contact the gym and suspend membership for those two weeks. I would have to pay a $5 fee for the two weeks to keep my membership active. I agreed that this was a reasonable arrangement. I signed the contract. I paid my fee of about $26.50 every two weeks.

Recently I called GF to advise that despite previous layoffs, I was now back to work -- same schedule, 2 on/ 2 off. I asked that, as usual, I wanted my membership suspended for two weeks and I would pay the $5 fee instead of $26.50.

GF refused.

Staff now claimed that I could only suspend my membership for a period of FOUR WEEKS. I told them that was not the deal and was no good to me as I work two weeks and then have two weeks off.

It was clear to me that GF was getting greedy. Most people know that the majority of people who sign up for gym memberships do not use them. So not only does GF want the money from people they know are going to sign a one or two year contract, and not use the gym, but now it wants the money from those who are out of town and cannot use the gym.

When I called on June 28 to complain, I had to wait 60 minutes on hold before my call was answered. I got an obnoxious agent Nicole. I requested the name and corporate address of the Manager of Member Services. She refused.

I requested an emailed copy of my original contract. She refused.

I requested the name of the GF Privacy Officer, she refused.

I requested a copy of the transcript of my call. She refused.

I asked why it took over one hour for her to answer my call. She refused to state how many people where answering the phones.

She then hung up on me.

I was furious. I left a phone message for the Chief Financial Officer at the London office. She did not return my call. I wrote her over two years ago on another issue. She never bother to reply. She needs to start answering her mail.

A woman named Carla who claimed to be the manager of Member Services called me July 5, 2019 at 10:02 am. I told her I was quite upset. I told her I had seen the CFO of Goodlife Fitness (her first name is Pat) on Undercover Boss who did a show about member services and administrative issues the company faced. I joined the gym after seeing the show.

Undercover Boss portrayed the CFO as a somewhat burnt out manager who travelled relentlessly from gym to gym across the country to address management issues and member concerns. There were hugs and tears were shed. No reference was made to the founder of GF who wrote a heart rending book about his recovery from muscle pains. Some staff claim he no longer has anything to do with the business. Others say he "drops in" to GF gyms from time to time. His current role, if any, with GF is unclear.

Carla claimed that she had not seen the Undercover Boss show about the CFO even though she herself has been Manager of Member Services for 15 years. I sensed she was lying as the CFO's appearance on Undercover Boss obviously would have been widely discussed among staff especially since video footage included spots at the headquarters in London, Ontario where Carla's office is located.

I advised her that GF is in breach of my contract. She claimed the contract was changed in April 2017 but my understanding of contract law is that one party cannot change the terms and conditions of the contract without mutual consent of both parties involved.

GF's irresponsible conduct would be like me buying a $50, 000 car and signing a contract with the car dealership that I would pay $300 a month until the cost of the car and interest was paid off.

And then changing the agreement by only paying $10 a month and telling the dealership that I had changed the terms and conditions of the contract. I don't think I would stand a chance in court.

I will now proceed with a formal complaint against Goodlife Fitness with the Ontario Ministry of Government and Consumer Services to request reimbursement of all fees paid since April 2017 and the re-reinstatement of the original contract.

I will also write Undercover Boss to update them on the CFO at Goodlife Fitness in London, Ontario, and copy CBC's TV consumer show called Marketplace which I think did a show recently on frequent complaints about gym memberships

Stay tuned.

Hi,

I am writing to you after going through a lot of trouble. I started my PI training fee months back, after my 1 month's training (3 per week for $406) with 1 class remaining I had to discontinue as I was relocated to Toronto for few months. I told my PI clearly that I don't know when will I return. Later there was a deduction of the amount of $406 with a deduction of $25. As my account is not my active account this transaction let me to a -ve balance. I informed my PI and he refunded the money but the bank charges penalty of -$48. Again later this week twice 406 was deducted and refunded and I had to pay $48 each time plus $25 for no mistake of mine. Below I am attaching the convo with my PI along with the deduction and I want a refund as that amount is not lest as 3 times it was deducted and also $25. I had to call good life so many times and now i want a refund of 48*3+25*2= 194. I have even sent any email called good life from my end. I want an urgent action to be taken on this as I am really annoyed and I would like to cancel my membership too.

Disrespectful Letter of Complaint (Upper management) I am writing this letter to complain about an unfortunate incident that recently happened to me at (Thursday 20th 6pm i think?) the GoodLife Fitness North York York Mills/Address: 4025 Yonge St, North York, ON M2P 2E3/ Phone: (416) 221-3488/ Yorkmillscentre@goodlifefitness.com The incident involved a Fitness Manger by the name of Adolphus wilson I was harassed and provoked by this person. I was at the squatting area and Adolphus wilson was acting very aggressive. Basically, he was putting weights back very violently. I felt really in endangered for my life. I felt very offended. I believed I being racially profiled. I had been wary of people like him for some time because of inappropriate body language he showed towards me. I often suffer anxiety because of my disability issues. He did not care to take that into consideration. He demonstrated a severe lack understanding. I believe that I should receive the same fair treatment as all the other members at this location. The sense of oppression led to the writing of this complaint. Head office needs to deal with these faculties at this location. Nicole isn't doing her job and these complaints and reviews are getting bad. Very disrespectful & Unprofessional location. Dirty and bad service. This location is small and always busy. Also, a lot of wannabes walking around big shots and acting like they are so tough. I had to leave this gym before things get worse. Behaviors, like what am I describing make me want to leave this gym forever. The staff members at this location are terrible . Everyone at this location have too much attitude, and I have filed complaints to the managers about certain things but the staff look at you as if you have a mental illness. So, they say we will you give a call, and they never do. Nothing happens. This branch for sure has the worst management in the city. The staff don't deal with members with unreasonable actions and dis-respectfulness. For example slamming the weights in the gym. Dude's can't control that testosterone and women. I'm sorry but am I leaving this branch before violence happens. Mostly, all gyms have signs that clearly say don't drop flipping weights. Yet nobody does anything about it and the staff just walk around not caring. I thought the good life policy doesn't tolerate inappropriate behavior. Very unnormal behaviors, that so called tough guy adophus wilson -fitness manger. I hope adolphus gets dealt with his for bad behavior . Just cause he is a manger doesn't mean you run things. Not a good environment. This location is not a gym. It's more of a bad place. I hate this gym. One of the worst gyms in the world. Adolphus works at this location he keeps running up and down, I don't know if he is a manager or vice manager and he acts very unprofessionaly and looks very insecure. He needs to be told to be professional and humble instead of walking around like a big shot and act tough...guys like him make people leave this gym. Adolphus black manager should get fired. Surprisingly, he tried to fight me as well. Like who literally pay for him to have that job. He has so much and attitude with everyone. I don't understand how he's a manager. Also, the staff there is quite unprofessional, I always feel judged as I walk pass the entrance...Very busy location, dirty changerooms, very old towels, staff discriminate members by giving good towels to whoever they like and shifty towels to all others, this branch had worst management. THE STAFF GOSSIP a lot from a far about members. Thank you for taking the time to address this issue. My number is [protected] and email is [protected]@myseneca.

Regards,

Leon Johnson

I was at my local gym Goodlife Fitness to get a new keychain tag for entry in Belleville Ontario.
June 14, 2019 approximately 2pm
I have been a member for 16 years and the young man at the desk was trying to see me a new membership to benefit for new "incentives". I inquired if there was a loalty program. As we're discussing this the manager came out and asked "what's going on?" aggressively. I proceeded to tell him that I was inquiring about loyalty programs. In 16 years I have spent close to 10, 000.00 in registration fees if you do that math. and no one responded.
He said give me an example. I told him gold courses do it. He asked "what gold course do you go to?" Told him location and he said well I go there and there are no such thing.
The issue here has nothing to do with a gold course. He was cocky and trying to intimidate me. He did this in front of 2 staff members. He has violated my rights as a person by ridiculing me.
I have been trying to call the 1-800 number which is a joke. I have left my name and no one calls me back. As a matter of fact I stayed on hold 2 hours!
I expect an apology from head office and my local gym
Gaetanne Houben
[protected]
[protected]@xplornet.com

Their 1 800 number is a joke. Overall the local Brandon gym is pretty decent, however I purchased the ultimate pass because I was told one of the benefits was that I could access gyms in the States. The first time I tried to use this feature, the 24 hour fitness was unaware of this partnership and I was given a week first time guest pass, the remaining week I had to use the hotel gym. When dealing with the customer service line regarding this issue, I was told there was nothing they could do about it and was given some bs about this feature not being part of my membership but an "accessory". Then i emailed a complaint to member services and got more bs regurgitating this. It's almost as if their service department is there to service themselves and not the members of their club! Why am I paying for the ultimate pass when the first time I try to use it I'm denied?

Harassed by goodlife in three different locations. They first time the employees found guilty of racial and age discrimination; the second time the less mills instructor were found not guilty for bullying and racial slurs, I left to the burlington goodlife and the members that know the instructors are harassing me and have created a poisonous environment. The manager tim... Sided with staff and had me on speaker when I told him my story. I knew this because I heard someone cough and tim admitted that he had me on speaker. He then tried to twist the facts and asked me if I was making this up. I cannot afford other gyms and i'm not leaving because doing so would enable the racism and bullying to continue. As a latina of american and metis heritage... The gym has allowed me to be marginalized by instructors and their member friends. Its right out of middle school. But i'm nervous that it may become violent because they are calling me names and have agrressively grouped bullied me. There are 6 and perhaps more people who are being aggressive towards me on my group fitness class at 9:30 am in burlington center... 111 guelph. I asked the manager (tim) for help, but he has shown not empathy and has sided with the members and fitness instructors who are harassing me.

Hi there, I am a business owner in Winnipeg who has had some dealings with the Goodlife on Kenaston Blvd. I own the Jugo Juice at Seasons of Tuxedo, when we first opened 4 years ago we came in for an evening, had your ballot box, did some couponing and due to management at this location we went our seperate ways due to the lack of respect and verbal communication we received. We were approached by Paulina this fall to get involved. I said I would coupon in the new membership packages and she said in return for that we could have a 3 month trial for a staff member. I am aware that usually this only happens when there is a ballot box in the store, but due to the issues we had last time it was offered by her for us to receive this token for the 200 coupons in which we provided. I tried a few times to get in touch with her and also with Tyler who apparently arranges for restaurants etc to come in for membership evenings, and each time it was me chasing them and never receiving any customer service back. My staff member went in the other day after work and was refused the 3 month trial. To make matters worse, one of my staff has a membership there already and was going to show her around and could not do so. I called and of course Paulina was not available, I received an email today stating that they can no longer deal with Jugo Juice strictly at one time over our competitors and this information was sent to my prior in an email. I NEVER received this email from Paulina. I called, she was busy of course, she called me back. All I asked of her was for her to hold up her end of our agreement and allow the staff member that was rudely turned away to receive her 3 month trial. I provided my 200 coupons as per our agreement, I as a business owner feel she is extremely unexperienced and unprofessional. She said she cannot do this. I am very well connected in the area with business owners and your patrons as they are also our customers. This is the second time we have had a major issue with this location, and it will be the last time we ever deal with them or any other Goodlife moving forward. I appreciate hearing back from you with your solution to this problem that we have encountered.

Carla Kirkness- Owner
Jugo Juice-Seasons of Tuxedo

My name is Jessie Wang and I am a member of your gym at 169 Enterprise Boulevard
Markham, ON L6G 0E7 location in Markham.

I wish to complaint first about not being contacted by the gym when my first payment did not go through, and the gym waited till the amount accumulated to over $300 and I was unaware that my monthly payments were not going through untill when one of your staff Ms. Whitney accosted me in the locker/changing room of the gym, and while I was changing my clothes she demanded very rudely and loudly that I step out of the changing room. I was very embarrassed and upset the way she treated me as if I had committed some crime.

I was very calm and followed her to the reception, she then rudely, angrily and in a very loud voice told me I did not pay my gym outstanding.

Untill this moment it was never brought to my attention by the gym that my payments previously did not go through, and I had previously continued to use the gym facilities regularly and never had an issue.

First, why did the gym not inform me when my first payment did not go through (was no fault of mine, was a bank issue) and wait till this large balance accumulated? Secondly, why was I accosted in this rude manner and in a disrespectful way and in a loud voice was asked to step out of the changing room while I was changing my clothes.

When I requested that I wished to submit a complaint, no one was willing to provide any email, phone or any guidance as to how I could submit my complaint. They were very rude and uncooperative.

I need some answers from the gym management and need you to look into the actions of your very rude and disrespectful staff Ms. Whitney

I would greatly appreciate if you would look into my complaint and do the needful.

I look forward to a response.

Thanking you
Sincerely,
Jessie Wang
Phone:[protected]