Gold's Gym San Antonio 78 Walzem

"My experience at Gold's Gym was disappointing due to its lack of cleanliness and the prolonged closure of the sauna, a contrast to nearby gyms that maintain higher standards. Despite its reputation, I found myself driving further for a better gym environment, as a clean and fully functional facility is crucial for a satisfactory fitness experience."

"I enjoyed my membership while I had it, but my positive experience ended when I had to cancel my membership due to moving. Gold's failed to properly cancel my membership and proceeded to charge me my membership fee for 7 months thereafter, and refused to refund me for the entire amount due to some unethical and predatory fine print. It was difficult to get in touch with a manager to sort out this issue, and when I was able to reach the general manager, he was uncooperative and unhelpful. He was not empathetic and implied that the extra charges were my fault, even though the error was made on their end and they failed to complete the termination of my membership. He hung up on me as I was expressing my complaints about how I was treated. Be aware that they will charge you for services unrendered if you do not catch them in the predatory way they fail to completely terminate your membership, and even though they admit it was a "system error" on their end, you will still be charged for their mistake. The front desk staff was helpful and responsive, and the assistant manager was nice to speak with, even though he was not able to help me solve the issue. My issue is solely with the customer service I received from Vincent, who could have been much more helpful initially. I understand that his hands may have been tied, but the way I was not called back when I should have been, the uncaring fashion in which my concern was addressed, how I was blamed for "not catching" their own system error as if I am irresponsible or somehow at fault, and the unwillingness to listen to my valid concerns about not only the erroneous charges but also the disrespectful way I was trated, all felt unnecessary and not the type of customer service a person would expect to receive from a general manager. The helpful way to begin would have simply started with "I'm sorry for what happened and I wish I could help, but the best way to get this sorted out is to contact your bank." I assume that this is not the first time he had seen this happen to a member, and it would have been great if he had given me the fastest and most effective way of resolving the issue right off the bat. Being empathized with, rather than blamed, dismissed, and hung up on, would have not solved the problem of being out nearly $300 worth of unfair charges, but it would have made me a happier customer and much more willing to return to Gold's as a member in the future, not to mention would have made for more pleasant conversations. He does not deescalate, but rather exacerbates the issue with a lack of empathy. Edit 1/3/24: I successfully disputed the charges through my bank and got my money back. Now Gold's is invoicing me for the same membership fees charged in error, PLUS late fees for each month. The corporate email is useless, nobody responds to you. The corporate phone number is an answering service and nobody calls you back. Edit #2 1/3/24: After meeting with the general manager to discuss the charges made in error, it was decided that I would send emails to corporate every day, call the corporate line relentlessly, and send a certified letter to the corporate office in Dallas. Vincent agreed to send an email to corporate on our behalf in a few days if we had not yet gotten the issue resolved, but refused to cc me on that email. 24 hours later, I received an email from the corporate email stating that the erroneous charges had been fixed and my balance reflected this change. Vincent did give me a call and helped us finalize the details so that I can finally be free of this mess. I appreciate Vincent was able to work with me when he received confirmation of my adjusted final balance and that he sent me proof that my balance was at $0.00. I promised I would adjust this review (because he used it against me at our meeting - again unprofessional) to reflect when/if he helped me sort out this issue to fix my balance, so I will say that when I finally received an email back from corporate after two weeks of trying, he did help me. These people are bullies. Don't go here."

"Staff is rude. My dad is retired military and goes to this gym so I was under the impression that the staff was as friendly as Planet Fitness. WRONG. They don’t even let you use the bathroom as I was struggling.. great impression lady. I’ll never go here and I’m telling all my friends and family not to either."

"*****UPDATE***** I asked about having a heavy bag set up in a room where there wasn't constantly a class going on to allow the user the freedom to get a good workout without distracting others and was told that was up to the manager whom wasn't there at the time. So I left my name and cell hoping I could talk to the manager about the heavy bag, but unfortunately, I've been ignored regarding my request now for over a month. It is not cool to ignore suggestions on ways to improve the membership experience or to ignore getting back to a customer. Gold's Gym is 4 out of 5 stars Current Manager is 1 out of 5 stars Other than having a current manager that ignores you, my comment below is still accurate. - Gold's Gym is an all in one place for any exercises needed. Plenty of equipment, free weights, machines, various classes, personal trainers, and anything else you could want or need. Gold's Gym is my go-to gym, every time!"

"Nice gym. Everyone has been respectful from the workers, who are nice and friendly, to the ones using the gym. I'm new to weightlifting and new to attending a gym. I ask around about Golds and was discouraged why I should not go to Golds as a beginner and I should start at Planet Fitness. I have not felt intimidated by those who are experienced lifters. Many have stepped in and given solid advice. My wife and I have always had a great experience here."