GoodLife Fitness overwhelmed by calls from people trying to pause or cancel memberships
GoodLife Fitness has now reopened all locations in Canada. While this may be good news for the avid gym-goer who wants to get rid of those extra quarantine pounds, others are not too pleased with the Canadian fitness chain.
The day has finally come & all GoodLife Fitness Clubs across Canada have now reopened! Thank you to all who stuck with us and helped make the reopening a huge success. We're so excited to be back and can't wait to hit all of our new 2020 goals together! #CanadianStrong pic.twitter.com/AQWcETiYCP— GoodLife Fitness (@GoodLifeFitness) August 12, 2020
Many GoodLife Fitness members who aren't ready to go back to the gym are complaining about the challenges they've had freezing their memberships or cancelling it altogether.
I’ve been waiting for a return phone call or email after 4 months of trying to get in touch. I’ve been reminding GL to cancel my month to month membership and I was still charged! Good thing I had my bank block the charge. Easy to take customer money hard to give it back!— Skrellex (@Skrelllex) August 12, 2020
GoodLife's website does not make it easy. Buried among the many link is a convoluted contact form you need to fill out just to put in a request for someone to get back to you about putting your membership on hold so that you're not being billed if you don't plan to go back to the gym anytime soon.
.@GoodLifeFitness how in the world do we freeze a membership? Your website says to call the below #. That # has message saying you’re not taking new calls at this time? Nobody picks up phones at any local GoodLife Fitness we’ve called!!— Jeff the Ref (@JTRjefftheref) August 7, 2020
So here we are now on TWITTER.
To make matters worse, members found that they were billed immediately when the gyms reopened, perhaps even before they even had a chance to think about if they would be returning to the gym.
PSA: if you had a Good Life membership pre-Covid that was automatically paused, they like just started billing you again https://t.co/SsFY7v3bsv— Toronto Reddit (@toronto_reddit) August 7, 2020
In a written statement to Freshdaily, Julie Pontes, senior director of member experience at GoodLife Fitness, said that any errors made in regards to payment during the club's COVID-19 closure would be refunded.
"At GoodLife, we have made every effort to provide a Club environment that is as safe as possible while still providing an exceptional Member experience," she said. "We are very sorry that some of our Members are experiencing a delay in connecting with our Member Experience team."
As the clubs re-open, Pontes added that the club is dealing with an increased number of customer calls.
"Our team, which deals with Member questions, concerns, and requests, is fielding over 10,000 calls per day in addition to thousands of questions via chat, email, and social media."
GoodLife Fitness closed all of it's locations back in March due to the global coronavirus pandemic. At the time, they said that member payments would be suspended and memberships that were paid in full would be frozen
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