Gold’s Gym

No longer Golds Gym.

I was happy, up until today, when I called and had the worst customer service experience of my life. Read for yourself:
Gym Operator: Hi, can I help you? (no name given)
Me: Yes, I referred a friend to the gym, and I know she has to be a member for 3 months before I can get my free month, but it’s been three months, and I still haven’t gotten it.
GO: Oh, well the free month comes right away, so…
Me: Not according to what my friend was told when she signed up. She said I had to wait 3 months.
GO: I’ll check your friend’s account… No, there’s nothing here about any free month.
Me: Uh, okay, well, I’m supposed to get one, as long as she’s still a member.
GO: Let me look up your account. (Then, addressing someone else) Stop spraying that stuff around! It’s, like, poisonous. (Then, addressing me) Where have you been? Your account says you haven’t been here since December.
Me: Are you talking to me?
GO: Yes! Where have you been since December?
Me: Uh, well, I got a treadmill, so I haven’t been coming to the gym. That’s the other reason I was calling; I need to cancel, but I didn’t want to cancel before I got my free month.
GO: Well, THAT’s not a good reason to call.
Me: (silenced by the attempted guilt trip and basic awfulness)
GO: I don’t see anything under your account either about a free month.
Me: So what you are telling me is because no one wrote it down, I am out of luck? How’s that my fault?
GO: Well, if there’s no record of it, there’s nothing we can do. I mean, anyone could call and say they have a free month.
Me: I understand that, but the fact that someone at your gym messed up shouldn’t mean I get screwed.
GO: Well, there’s nothing here that says anything about a free month,
ME: You can keep saying that all you want to, but that won’t change the fact that you promised me something that I am not going to get. You’re treating this like you think I am lying just to get a free month. You told my friend that she’d have to be a member for three months, and you just told me that I should have gotten my free month right away. Sounds to me like you don’t give anybody a free month.
GO: Well, if you are going to have an attitude, then…
Me: Don’t tell ME I have an attitude. I only have an attitude because this is the worst customer service I have ever experienced. Color me unimpressed with your customer service. I am definitely canceling now.
GO: Well, you were already canceling, so…
Me: Um, yeah! And now there’s no chance of ever keeping me as a customer!
GO: There’s no record of a free month anywhere. I don’t know what you want me to do. I just took over the gym, and all I have to go on is whatever notes they left. Come down here, and I can show you. There’s nothing.
Me: Really? I’m super psyched to drive over there so I can get a good look at «nothing.» No, I don’t think so. What do I have to do to cancel my account? I am done with this.
GO: You have to come here and sign a form.
Me: Well, I will look forward to that.
NOTE: 1÷30÷12: I went in to cancel, and the gym operator, who read this review, did give me 20.00 by not charging me for February. Thank you, Allison, for your classy response below. That’s what good customer service looks like.

I’ve been to quite a few Gold’s Gyms and this is one of the worse as far as staff is concerned. They got rid of some of their best trainers because whatever the company is called likes to screw their trainers over and so the good ones get fired or leave. They stink and they’re in it for the money. The classes are pretty good, but so overbooked and it’s hard to get into them unless you’re really early.
The equipment is pretty nice and they seem to be on top of replacing things, but sometimes the handles are worn and not replaced.
Here’s the worst part (for the gym, I think)…the people who run this place have NO clue what is going on in their gym. I used to walk in repeatedly without scanning my pass and no one ever questioned me at all. Then, a year later, out of the blue, I had a manager ask if she could see some I.D. I told her I had been attending for over a year and never had my membership questioned. She said, «well, I’ve never seen you… what’s your name?» I knew her name and I also knew she just sat in her office or did a once around the gym… ugh, so rude. The owners since have been just as clueless and the people behind the desk just watch Cash Cab for hours on end.
I give an A++++++ to the cleaning crew who deserve a heck of a lot more respect and clout than anyone who works the desk or management. This gym is out of the way for anyone in the town and has been said before, on any game day is hard to get to.
I don’t like world’s gym either, but they are closer and at least the management knows the names of the people there.

Nice gym. Plenty of cardio equipment, all relatively new and in good condition. Clean locker room and clean facilities. Good amount of free weights although not a ton.
Location is off route 1 near Foxboro Stadium, so I would imagine this place is near impossible to get to on football Sundays and other special event days.