Gold's Gym Austin Highland
🏋️ Fitness & Gyms · Austin
Absolutely not. I’d never go back, buy again, or use them again.total experiences
replied on google
Most reported issues
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Experiences
Gym is overcrowded, dirty, and restricts access to equipment for filming.
Business reply on Google
Thank you for your feedback. I’m sorry that overcrowding, bathroom conditions, and gym closures have caused frustration. Your concerns about cleanliness, accessibility, and disruptions matter to us, and I’ve would like to discuss with you in person. As you mentioned, the filming is for our Brand Shoot coordinating by our Marketing team and they are trying to minimize the disruption to our members workout. If you can bare with us, tomorrow is the last day of filming and we will be back to normal operation and I hope you like the results. Thank you again for your patience and I would like address the restroom with you in person.
Staff refused gym access to potential clients based on residency status.
Business reply on Google
Thank you for sharing your experience. We're sorry to hear about the difficulties you faced and your interaction with the staff. Please call the gym and speak with the AGM or GM so that we can remedy this situation.
Front desk staff are rude and lack proper training.
Business reply on Google
Thank you for sharing your experience with us. We apologize for the negative interaction you had with our front desk staff. Your feedback regarding staff knowledge, behavior, and training is important, and we’ll use it to identify areas for improvement. We regret that your visit did not meet expectations and will address these concerns internally. Thank you for bringing this to our attention.
inconsistent rule enforcement and mold in the shower facilities
Business reply on Google
Swim wear or appropriate bathing attire is required to worn at ALL times in the sauna. We have minors that are members. Thanks.
Misleading membership contract terms and unexpected annual and penalty fees.
Business reply on Google
Thank you for sharing your concerns. We’re sorry for any confusion regarding the membership terms, fees, and charges. Transparency is important to us. If you’d like to discuss your account further, please reach out to the gym directly. We appreciate your feedback.
staff fails to manage equipment usage during peak hours
Business reply on Google
Thank you for sharing your feedback. We're sorry to hear about your experience and the frustrations you encountered. We understand how important a streamlined workout environment is, and we regret that your visit didn’t meet your expectations. Your concerns regarding equipment use, staff engagement, and overall gym etiquette are noted. We do our best to walk around in order to police excessive cell phone usage, however, it's difficult to know how long someone has been on their phone. It does help when our members come to the front desk to make us aware of a situation that we can then monitor and enforce accordingly. Thank you for bringing this to our attention and we will continue to do our best to improve your members experience.
Staff member failed to assist customer with a purchase transaction.
Business reply on Google
I am so sorry for the experience you have last week. I will speak with George about this incident to make sure this never happens again. I would like for you to give me a call at the gym so I can schedule a time to sit down with you. I agree this is not the level of service I have trained my team to give and I will make sure this doesn't happen again.
Gym refused free day pass due to address on ID
Business reply on Google
Thank you for your feedback. We apologize for the frustration caused by your recent experience with our day pass policy. The address requirement is part of the process, but we understand this situation was inconvenient. Your concerns have been noted, and we will review how we can improve clarity in our policies moving forward. Thank you for bringing this to our attention.
gym membership cancellation and pause policies are difficult to navigate
Business reply on Google
I responded to your inquiry about the freeze in a timely manner. I was merely trying to save you some money on the freeze charge by making it a medical freeze, as opposed to a normal freeze. A medical freeze requires a physician's note. Your cancellation has been processed. Heal up well.
gym continues billing and sends accounts to collections without notice
Business reply on Google
Thank you for sharing your feedback. We're sorry to hear about your experience and understand your concerns regarding billing issues and gym conditions. We take matters like this seriously and encourage you to reach out directly so we can look into this further and assist you. Your input helps us improve, and we appreciate you bringing this to our attention.
Staff member was unprofessional, consistently late, and made threatening comments.
Business reply on Google
Hi John, I would like to talk to you in person about this incident or by phone if that is the only option. In regards to opening, we have at least 2 openers (1 front desk associate - fda & 1 housekeeper) each day and today the other team member was already inside getting the gym ready. I believe there was an issue today because our fda left the door unlock and you entered the club before he could get the computers ready. I understand members don't like to wait to scan in but we do need everyone to check-in when they enter the club. I spoke to the team member about the incident and this should not happen again and I will make sure he can enter the club in time to be ready to let you in by 5am.
The gym charges unexpected hidden fees to its members.
Business reply on Google
Thank you for sharing your feedback. We are sorry to hear about your concerns regarding fees and corporate practices, as well as your overall experience. Your comments are important to us and will be shared with the appropriate team for review. We appreciate your acknowledgment of the upgrades, and we regret that your experience did not meet expectations. Thank you for bringing this to our attention.
Gym refuses to accept returns on clothing items with poor quality.
Business reply on Google
Thank you for sharing your feedback. We’re sorry to hear about your experience with the workout equipment and your concerns regarding the shirt purchase and return process. While we’re glad our staff was polite and helpful, we understand how frustrating it can be when expectations aren't met. Your feedback about product quality and gym equipment availability has been noted. We encourage you to reach out directly to the management team for further assistance. Thank you for bringing these matters to our attention.
Staff discuss politics loudly and locker rooms are unclean.
Business reply on Google
Hi Tyler, Happy Holidays to you and your family. After reading your feedback, I thought it would be best to meet with you in person to discuss the matter. I don't want to lose you as a member and I think we can appropriately address your concerns. In regards to the cleaning, I have address this with our cleaning team and I have spoken to the team member about your comment. Finally, I am waiting to confirm our policy regarding the policy officer that I would be happy to share with you. Please stop by during your next visit to get the update. - Brian GM
Staff member refused free pass and displayed poor attitude
Business reply on Google
In order to gain access to the club, you must present a valid ID. If you are not a local resident, a day pass is $15. Thanks, The Dude with the Glasses.
Gym closed unexpectedly due to a power outage.
Business reply on Google
Thank you for sharing your experience. We’re sorry to hear about the inconvenience caused by the power outage in our area and how it impacted your day. Situations like these are never ideal, and we apologize if communication during the incident fell short. We value your feedback and will review how we handle unexpected disruptions to ensure better service in the future.
Front desk staff was rude and provided inconsistent membership documentation requirements.
Business reply on Google
Thank you for sharing your feedback about your visit to our gym. We're sorry to hear about your experience and we sincerely apologize for the inconvenience and frustration caused during your visit. It seems there was a breakdown in communication regarding the ID requirements, and we regret any confusion this may have caused. Your concerns about the service at the front desk and the clarity provided by our sales representative have been noted. We’ll review our processes to ensure that key information is consistently communicated and work with our team to improve how we interact with customers. We appreciate your time and candid feedback and hope to address these gaps moving forward.
Manager denied valid free pass and called police on customer
Business reply on Google
Thank you for sharing your experience with us. We’re sorry to hear about your concerns regarding your visit and the interaction you described with our General Manager. We understand how frustrating this situation must have been for you and appreciate you bringing it to our attention. Internally, we have determined that our staff followed our guest pass procedures and handling of the customer concerns professionally. We are happy that you had an opportunity to visit our facility earlier in the year. Thank you and have a good day.
Gym is overcrowded, poorly laid out, smells bad, and lacks empathy.
Business reply on Google
Hi Awally, I think I might be able to help you with the personal training files if your trained here at Austin Highland. Each club has it files stored at the club. Also I would like for you to stop by so we can talk more about your experience so I can see if there is more I can do to address your concern. Also I wanted to let you know that we will soon be opening a new club on Burnett Rd about 5 miles from my location. So if you have time this week, please stop by so we can talk. Brian GM
Difficulty obtaining accurate information regarding the membership cancellation process.
Business reply on Google
Hello Luis, we apologize for the inconvenience you've had in dealing with the cancellation process. We will be reviewing with management and our teams on how to communicate efficiently with members on how to exactly start the cancellation process. Thank you for sharing your concern as it helps us better our establishment.