GoodLife Fitness
Reviews and Complaints

I lost expensive item at gym n asked the employee if it's ok for me to put a sign if someone found it and can be able to contact with me.I had permission.The assistant manager called me another day.He was rude n said I am not allowed to put a sign for their business perspective reasons.Who allowed u to do that? I tried to explain, he said put a sign is like harassing people n disturb their customers.

Name: Tanu Puri
Location: Square One
My contact info: [protected]

I am writing to complain about personal training session that I started in Nov, 2017. I have pre-existing medical condition -Arthritis because of which I have limited range of movement and inflammation in some parts of my body. I have to regularly avail to massage therapy and physio therapy to manage pain and stay in good health. Upon joining I told my trainer - Shoaib Khan about my condition and I was advised that my pain will be eliminated as the muscle around the joint will get stronger and that I will be pain free instead of just managing the pain through massage and physio.

However, that is not the case I am worse off than when I started in Nov. The has inflammation and pain has increased and is now in parts of my body that it was not there before. I now have inflammation along my spine, elbows, knees, neck and shoulders. Also, numbness in my hands and arms as the inflamed muscles are pressing down on my nerves. I did not have this before I started. Due to repetitive motion of the workout and weights exercises this was caused.

I told my personal trainer - Shoaib Khan that my Doctor has advised me not to do weights but he said that I should not take the Doctor seriously as they know nothing about body movement.

Following is the email interaction between Shoaib and I -

tanushree.puri
Jan 4 (6 days ago)
to Shoaib

Hi Shoaib

I went to my Doctor today and she said to rest for about a week and no weights.
Sent from my Samsung Galaxy smartphone.

Khan, Shoaib
Jan 4 (6 days ago)
to me
Hey tanu I disagree with what the doctor is saying. Yes maybe rest the shoulder but that doesn't mean no weights/movement. Were you able to book with Dr. Rob? Doctors aren't the best place to go when it comes to muscles and joints
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I was shocked to read this and I requested to discontinue the PT sessions as I do not want to cause any further damage to my body. I was not given what had been promised, instead I am in worse condition from when I first started.

I was advised to email and set up a meeting in person with the facility manager at Square One - Diana Villa. I emailed on her on Jan 8 and saw her in person on Jan 9. This was of no help as well as she further advised me to consult a Chiropractor (at their facility) - I have been told not to go to a Chiropractor by my Doctor. I told her that but, she persisted in repeating that I see the Chiropractor. Further more she insulted me by saying "Why do you want to stop training...you obviously haven't lost any weight...you don't want to lose weight anymore?". She was not understanding or co-operative at all. During our conversation I told Diana that this has caused me more stress and I am being forced to do something that I don't want to do. But she did not kept going on and was very rude.

Also, Diana said that I have to pay a buy out fee and complete the payments for this month that I refused to pay.

At the end of the conversation Diana to told me to contact member's service at [protected]. I called them today - Jan 10, 2017 and they told me to speak with the trainer or facility manager - Diana.

Where is the Good Life I was promised when I joined?

This is unfair, unjust and stressful. This should not be happening!

To whom this may concern,

I am a Goodlife member at the Garden City, Winnipeg, MB, location. Previously I was a member at the all womens location on McPhillips in Winnipeg. Ive been a member for > 5 years. I joined Goodlife because it was a relaxed environment, not clicky or pressured like most facilities in the surrounding area. I joined the gym with no personal goals other than to stay active and de stress from a busy, pressured lifestyle/work place. I was trying to maintain a good work/life balance and going to the gym helped me achieve this. I eventually tried some of the classes ; im not very co ordinated so it takes me a bit to catch on. I started with body pump - I enjoyed the class, there were 2 instructors at the time teaching at my location. I went to whichever class that had the more convenient time. I noticed that one instructor in particular was a bit more aggressive and hard core than the other, often singling out folks to point to bad form ect.. I get it, it prevents injury, however, yelling at customers is not the way to go about it. A few years back I injured my foot and attended one the classes while I was getting back into the swing of things, Angie singled me out. I knew I was off my game but I wasn't there to go hard core, I was there getting use to things again. Nor did I find that it was necessary to share with her my physical limitation after class because really her behaviour was unprofessional. Needless to say that was the last time I did body pump for about 2 years until the last 6 months. After that incident I started to go to New body. The New body instructors were great and professional. They didn't single out folks and yell. If clients had poor form they would announce to the class correct form and perhaps review form with that client specifically at the end of class. Once the all women's shut down clients had to change locations to the Garden City co ed. I arrived on a Thursday at the wrong time for my New body class, Body combat was starting instead. I thought what the heck ill give it a whirl. Ive watch the class before and felt intimidated previously so I never tried it; well, I loved it. The energy was amazing! The Tuesday 630 class instructor was fantastic! She engaged the clients and the class was not only challenging but fun. She tactfully corrected clients poor form without embarrassment and singling them out; most importantly she didn't yell. I now was a combat class follower. I went to the next class which was on the Thursday - teaching that class was the same hard core yelling instructor that I had previously for pump, Angie. I thought maybe things had changed and I did her class. Unfortunately she is still the yelling hard core crankyi nstructor. I thought well... she isn't singling me out and im new to combat so possibly ill won't be the direct hit for her negativity. Often she would make comments to the class such as "I don't know how the other instructors taught you but thats not the way to it!" Very unprofessional. I began to wonder what is correct form? I was new and again now lost. I feel if an instructor has an issue with the way another instructor teaches they should then directly discuss that with the other instructor; not passive aggressively announce it to the class. What abut team work? Lets ensure everyone is teaching the same thing so us the clients are taught correctly by all instructors. Right? Anyways, I was still new to the class and was just trying to learn the moves. I began to avoid Angies classes all together. Today though I didn't avoid it, I went. I usually stand in close sight of the instructor so I can watch, learn and follow them, especially for combat. By the time I memorized the moves the instructor switched things up and I had to learn all over agin unlike 98% of the class who had been doing combat for quite some time. So, why am I emailing today. Angie knows her stuff but today I was singled out 2x by her and I did not appreciate it; nor do I appreciate when she does it to other clients. Today I left the class. Her yelling directly at me reminded me of when my father would yell and beat me with his belt. This instructor needs to be reined in a bit and needs to learn some self control. We have not signed up for bootcamp in the Army and I didn't need a PTSD reminder. I signed up to the gym to de stress not leave feeling more stressed than when I walked in. First off these instructors do not know folks physical or mental limitations therefore shouldn't behave in such a manner that may make a person feel weak or less than because they are not preforming to the expectations of the instructor. I have never experienced this from any other instructor other than Angie. Tuesdays body combat classes are packed, 40-60 clients; Thursdays it 20-30; possibly I'm to the only one out there who has been made to feel like crap during the class. No one should every be single out.

Thank you for taking the time to read this. I can only hope that something changes.
[name removed]

OLD MAN RECORDS ME AT GOODLIFE SOVEREIGN METROTOWN, AND NOTHING WAS DONE THANKS TO B. (CLUB MANAGER)

On November 20th, I was working out at Goodlife Metrotown when a stranger approached me and told me that there was an older man (50-60 years old) recording me on his phone as he walked by. When he pointed to which man it was, I recognized him immediately. The old man has been acting strange around me since I joined the gym. For example, he would come very close to me and start exercising. Sometimes he would just stand near me and often walk close to me when it was unnecessary to do so. The man already had me feeling uncomfortable.

I told the front desk staff including a personal trainer what had happened, and they assured me that they would take care of it and talk to the older man. Fast forward 10 days later and the man was still getting too close and acting weird. And when we asked if he had been talked to, the staff said no... I told my boyfriend what happened, so he approached the man and got into an altercation with him (no violence). One of the managers notified me that they reviewed the tapes, and found the moment when the old man walked by me, with his phone pointed directly at me. They even found the stranger who caught him, and they said that they would talk to him too. They made it appear that they had enough evidence to ban the old man. I thought I was safe to come back to the gym…

But unfortunately, earlier today (November 30, 2017) my boyfriend and I were approached by the club manager, B. B. said that he talked to the older man and he believed that the event didn't take place (despite video evidence, despite what his colleagues thought of the surveillance, and despite what the witness said). He said the video doesn't show any "obvious" filming and that he was siding with the older man. When I asked about the witness, B. told me that he hasn't talked to the witness yet. He also told me that they would not be banning the old man, despite not talking to the witness. What's sickening is that he informed me that the older man feels uncomfortable at the gym because of my boyfriend.

B. told us that to be able to continue training at Goodlife, we will have to remain civil with the old man. My stomach dropped as I heard that. I felt like I was slapped in the face. Called a liar. I felt like B. was playing a cruel joke on me. I told B., right then and there, to cancel my membership. Instead of acting comforting, B. didn't say anything, he just got up, walked to the computer and canceled my membership. The whole ordeal felt as if he was banning me; the girl who was recorded by a sick old man.

Thanks, B. Guys like you are the reason women feel so uncomfortable at gyms. It took me years to finally set foot in the gym, and now I've been kicked out of one. I can't imagine how many times the old man filmed me in the past. And it makes me feel sick thinking about what he was doing with the videos.

Hi,

My name is Dipali Naik I am really frustrated with the experience that I have from one of your location. I have been emailing and calling the centre for my refund everyday when I call they say that the manager is not here. It is such an annoying thing. I do understand that this time of the year people get sick. But there should be always a replacement for such issues to be solved its has been 2 weeks now abd nothing is done. Sheppard Ave east location. Manager name Melana and trainer responsible for my membership Hariar. I am leaving the city by this Sunday if I dont get to hear anything in a day it would be really upsetting

I am tired of complaining about equipment that is being hogged by either preppies (girls that take video of them selves working out for 2 mins, then spend 20Mins texting video to friends). Or muscle bound he-men using bench equipment for 30 to 40 mins, and will not allow anyone else to use that bench equipment. I am a vetran, with 5 Knee operations. And as such, limited to workout on bench equipment only. Need to use equipment, not watch other people hog equipment. Gym needs to be monitored more closely. I do not pay membership fees to watch other people use equipment. If this continues, I will be asking to cancel my membership and go to another fitness organization. Need access to equipment, don't pay to watch other people to workout.

I had my membership since 2003 and temporarily transferred it to a friend. I went to transfer it back to my name and was advised by management that this is no longer allowed. The only option he left me was to cancel. Really? I cannot say that I am very happy about this experience and customer service.

I would really like to discuss this with head office. The gym location was in Barrhaven.

Thanks in advance,

The gym makeover recently at Mt pleasant gym is Toronto is totally unacceptable!

It's clearly to increase personal training and therefore GL profits.

Doesn't not take into consideration the regular, yet the majority of the members!

Gym is already loud and crowded most weekday with the school kids running around.

Now you have taken away some popular machines, left some unpopular machines, crowded the cardio area where it's now unsafe in some areas from moving parts, and created more personal training space.

Tell the personal trainers to stay in their zone while training clients, as we are not allowed in their zones.

Also it's flu and cold season...maybe instead of reminding the members to clean cardio machines after use...Tell your Employees to clean up after they personally use the machines! They Don't!

I purchased the tanning package and nobody told me that I could not take shower after tanning. I started tanning and left the fitness center after taking shower to wash the tanning lotion on my body before I left the fitness center. But I was told that the rules suddenly are changed and I cannot take shower after I have taken tanning services since that is not included in the tanning package. I complained repeatedly but the staff in the centers impolitely and disrespectfully disallowed me to take shower after tanning notwithstanding my repeated complaints and the staff at McGual Club called Maria Jose Trigueros (she said she is the manager working at the club) said that the bathroom for taking shower is not included for tanning customers! I don't think there is any reasonable person would agree and believe that no shower is provided to customers for tanning services purchased unless there is only bad people and bad company cheating money or misleading customers will do so! Moreover, I don't find myself has ever done anything wrong or inappropriately by merely taking shower after finished tanning before I left the club every time. In addition, I repeatedly asked for explains and providing me the specific stated rule(s) for excluding shower to tanning customers but she merely avoided her inappropriate manners and liar said by not showing me any specific regulation regarding what she said when I repeatedly complained at the fitness center!

I completely and absolutely cannot accept similar staff bad working attitude in this centers without conducting any good and appropriate manners and attitudes in serving customers unless the management of this company does not want to provide best good, kind, friendly and competent services to customers.

I had called to get my daughter and membership, she is 13 and I have been a member 20 years. On the phone I told the person, I am not getting her a full year as she has never been, I told him I would only be looking at a month or two to see if she likes then we would go a yearly amount. He wouldn't give me a price he wanted us to come in I said I am not coming in if you can t do this ( didn't want her upset), he called to confirm appointment. I again said I am not coming in if you can't give us a month or two and I am not signing up for a year. He again said we have lots of options.

We show up starts with this spiel they learn in class, then try and insist on taking free personalize trainer, I said not interested as she wants to go with friend and that it kept on, finally had to say NO. then we sit down after tour and get to pricing and shows me the 3 choices. Her membership is basically more than mine. I said you told me on the phone that we could try out a couple months without signing one year and he said yes its $85 a month ( I swear ) I say bye this is crap and he gets his boss, same script etc . I say while leaving this is crap you wasted our time when I told you what we wanted so you could get your commission. My daighters upset because of this bull. If her friend was at movati we would both me moving.

This incident occurred : October 30th, 2017
Client number : [protected]
I have already tried to cancel my account with Fit4Less Surrey BC location, and I was told my account would be canceled. Now I look at my bank statement, and I have been charged almost $100 without my consent or knowing. I signed an agreement to pay $10.99/ bi-weekly, and $25 for any returned payments. In this month alone I have been charged almost $200 with no email, reminders, or mail regarding payment issues. I have talked to the staff and the "apparent" manager who has had no proper training, and was unable to give any answers or reasons for such things happening. $200 dollars might not be a lot for a multi-million dollar company, but it is a lot to a single parent.
I demand a full refund of the latest charge to my account, as there has been no explanation by anyone, and I have been faced with attitude, disrespect, and a genuine lack of willingness to explain, or resolve the situation.

The worst customer service I've ever received. I have been trying to contact goodlife for a month and a half. I have received the worst service, you're nothing but yet another money grubbing institution that lacks the ability to provide proper customer service. I have called, emailed and spoken to a club member. I have utilized every method of communication provided and I still couldn't get through to someone to receive proper help for a month and a half.

I was finally able to speak to someone today, who by the way was just as useless as the rest of the company. Her name is Petra and I made the call on October 11, 2017 and asked for her name at 1:52 pm (please provide coaching on how to do job properly and escalate complaints).

A month and a week ago I called to cancel my membership, the person did not advise me of a 30 day notice that I just provide in order to cancel my membership. On the 9th and 21st of September I received emails regarding an owing amount on my regular membership. I now owe you $50 because someone couldn't do their job properly. I have been trying to contact you for a month and a week. That is ridiculous. This is by far the worst company I've ever dealt with. For someone to spend over 7K on personal training and a regular membership combined in the last year, I should not feel this angry for not being treated properly as a customer. WILL SOMEONE PLEASE GET BACK TO ME FOR ONCE AND RESOLVE MY ISSUES BECAUSE IVE HAD ENOUGH OF BEING JERKED AROUND.

Before sign up I had told the good life worker that I wanted to pay a one time fee no commitment for my member ship and then she set me up with a special offer and the total on my first charge was 105$ which is what the employee told me i was expected to only pay. Today i got an additional 15.81$ . I was not told about this additional charges by the employee and I specifically asked if the 105$ was the only charge and she assured me. I feel like was tricked. Can someone explain this to me

I have a corporate membership at goodlife fitness in Medicine Hat AB. I have been a member since last 2 years. Before 2 weeks, my membership was expired and I went online through my corporate discount from my work and renewed my membership. Today I went to the gym and the manager didn't allow me to workout and told me to go back. I told her that I renewed before 2 weeks and the email was saying that it would take upto 15 business days. I requested her that I would bring the reciept and all tomorrow whe I come back to workout. But she was rude and didn't allow me. Her name was Megan. Goodlife doesn't value their long time customer. I am never going to join goodlife again. It's ok if my money will be wasted but people like her and gym like goodlife will never be a part of my workout again. Very very disappointed. I have 2 other family members who go to goodlife. They will also find something else but no to goodlife. Thanks Megan for treating long time customers like that.

Hi my husband and I join the good life fitness in Brockville ON back in March. We signed up for the kick boxing boot camp paid for it and we did t get to do all we did was sit ups and crunchs. that was 300 and some dollars the the member ship we for nice. My husband was told he wasn't aloud to do by the trainer because of his hernia. Fine we stopped going. then life took us out town. When we asked how to cancel our contracts we were told we had to get a doctors note. so we got one now and we are being told they can't expect it. So they took money for a boot camp we didn't get to do and still taking money for a member we can't use.

To whom it may concern.

Good afternoon,
I wanted to bring to your attention something that has upset me, personally I love GoodLife as my gym and I wanted to continue my membership once my one year commitment is finished. I work out about 3 days a week at your Bramalea city centre location and I use to be fond of the staff working there. I always take off my rings when I work out and recently I forgot to take them from the machine before I left. Once I realized, I called the gym and described the three rings I left behind and where I last had them. The girl on the phone said they had found my rings and that all three were at the front desk, I could come in anytime to get them. As it was already late when I called, I came in the next day. When I explained the situation again when I got there, the girl now at the counter said only two were in the drawer, of course the most important was missing. I couldn't understand that within a few hours only two of the three rings remained. Unfortunately, I will not be continuing my membership with GoodLife after next month as I do not have trust for the staff that work in that location anymore. 

Thank you for taking the time to read my concerns.
[protected]@hotmail.com

To whom it may concern,

This e-mail is being written for head office of good life fitness. I am utterly disappointed to have such negative experiences in very short time that I become a member. I had an incident with another member in good life. He dropped a 75 pound dumbbell on my foot on purpose and When I got angry & throw it back, I suddenly become the bad guy. Also the person that I have incident with having problems with other people but I WAS WARNED by the manager. You would get aggressive too if someone hits you with 75 pounds. As much as I know, I can have 10 incidents in good life but it still does not mean that I am wrong. I get warned by the manager without he checking him the cameras. I couldn't find your e mail acres so I'm writing from here.

Oct 03 2017 @6am
New front desk receptionist at the Stone Church location in Hamilton is extremely rude. As I was walking in today (along with another girl) she asked me for my ID claiming its because I do not have a picture on my account (which I am not comfortable doing). She however did not ask that other girl who was walking in at the same time as me and when I presented my ID she didn't even bother to look at it.
I go to that location every morning since this location opened and I have not once been greeted with a rude person until Lily came to work there.
This is not the first incident either.

I do no believe she is a good fit for a front desk employee as she has a bad attitude and doesn't seem to understand that I am a client paying for this service.

I've been asking Goodlife fitness to cancel my 1 week training program (3 days/week) and they are giving me extremely hard time in canceling it. The Trainer keeps on asking me to take classes. If I had to, I wouldn't ask for a refund. Can someone tell me what to do in this scenario? Apparently even after making millions of dollars, they are behind my $180. What the [censor] man! At least have some ethics

Hi there,

I would like to make a formal complaint about an employee working at the Surrey Newton Location.

It was about a week ago when this confrontation occurred. Now the situation revolves around my younger siblings. Prior to his recent transfer over to Surrey, I had my siblings and guardian physically come into the facility to sign and fill out documents allowing them to freely come with me or my sister as underaged guests (since my sister and I have premium memberships). These crucial documents were stored in Schedule Binder A (that was what I was told from a different Goodlife rep.) and if anyone were to question my siblings, they were to check that binder.

To our surprise, it turned out that when the system went paperless and all member information was transferred online, the documents that our siblings and guardian filled out were non-transferrable and purged. When said employee went to find our sibling on your system, she couldn't be found for that reason. We had to return once again with our guardian to redo the same process but on the online system instead.

My sister and myself are not upset at all about the switch from paper to paperless. We completely understand that everyone must follow policy. What upset us was the lack of communication between staff, their members, as well as how the male employee dealt with my siblings and I (the unhappy members).

We didn't appreciate his abrasive and rude behaviour towards us when we were asking about this new system. We were completely unaware of the switched and confused as to what happened to the paper documents. We also didn't appreciate how entitled and arrogant he was behaving in the situation. If he claims to have worked for Goodlife for 2+ years, then why couldn't he have handled the situation differently so that the member does not become dissatisfied and upset?

The situation escalated to where the Manager had to intervene and calmly apologize to us for the inconvenience, as well as taking our emails so that we can be notified in the future for any changes such as that.

We are still waiting for an apology from the male employee.

If there was a way for the employees to better communicate between themselves as well as better communicate with their members, the situation could have been avoided and this complaint would never have had to have been submitted.

Instead of relying on emails to notify members, why not tell them physically when they enter the facility? Even if they did receive the email, being able to hear it from the employee can remind them once again of any new updates. Verbal and physical communication has always been the best means of communication.

In response to this complaint, I hope this employee becomes well aware of his actions and that there will be consequences for his behaviour. His name is Joshua. I also hope that in response to this complaint that GoodLife can better their means of communication between staff and members.

Thank you very much. Have a good day.

Regards,
Darlene