When I joined the Arvada location after moving back to the Denver area, I did so with the understanding that the gym would be transitioning to 24-hour access by approximately mid-September. That expected change was an important factor in my decision to join, as I routinely work out very early in the morning (4:00-5:00 am).
I have since been told that the 24-hour transition has been pushed to the end of September. While delays can happen, what concerns me is that the timeline continues to move while members are simply expected to accommodate the inconvenience.
I contacted Danielle, General Manager, to explain my concern and proposed what I felt were very reasonable solutions:
1. Move operating hours to start at 4:00 or 5:00 am,
2. Allow me to temporarily freeze my membership without a fee while I pay to use another gym until they transition to 24-hour access, or
3. Allow me to cancel without being assessed the annual fee given the circumstances.
Her response did not address any of these requests.
Instead, I was essentially advised that I could drive to another Gold's Gym location that does offer 24-hour access, which is 30-minutes from me. Suggesting that a member drive 30 minutes each way because the location they joined cannot currently provide the access that was represented at enrollment is not a reasonable solution. For someone who trains between 4:00 and 5:00 a.m., that could easily add an hour of unnecessary driving to an already early morning simply to accommodate the gym's operating limitations.
What was even more disappointing was that none of the substance of my email was addressed. There was no acknowledgment of the changing 24-hour timeline, no response to my request for a fee-free freeze, no response regarding the annual fee if I cancel, and no meaningful attempt to resolve the concern.
That is the larger issue for me.
I understand that operational changes sometimes take longer than anticipated, however, I do not believe members should be expected to accept an ongoing moving target coupled with a response that effectively says, "drive somewhere else" rather than addressing the concern.
I am not someone looking for a reason to leave Gold's Gym. In fact, I specifically explained that I anticipate living closer to the Longmont location once I purchase a home and would prefer to maintain my membership. I am simply asking for a reasonable accommodation until the Arvada location can provide the access I was told to expect. read more