Complaintsfor24 Hour Fitness USA Inc

Health Club

HeadquartersMulti Location Business

View Business profile

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Initial Complaint
11/11/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On March 25, 2022 - my husband and I noticed charges for 24 hour Fitness that seemed erroneous. We pay an annual fee on $40 and had a monthly fee of $22. We were getting odd charges like $81.60 on our Amex on Mar 23. When I called at the time, the person at the club said there was 7 pages of notes on this account with and they'd never seen anything like it. I emailed ****, the ** at the time. He said my husband needed to come into the club, so I did and he said he would cancel the reoccurring monthly fees and credit back charges that were not supposed to be there. Fast forward to Nov 8, 2024 - I noticed we got charged $22 from **************** and to my Suprise, have been each month since my husband spoke to ****. I called the club on Nov 8th and they said there was no record of any conversations or communications about this account and I needed to email the ** ****** and that **** was no longer an employee. I sent an email with the back and forth thread from ****. The email was as follows: I noticed that we have been getting charged $22 a month for 2.5 years after I thought this had been cancelled and resolved on (redacted) XXXXXX XXXXXs account (DOB XX/XX/XXXX; phone XXX-XXX-XXXX). Sadly, there are no notes in the system under my husband XXXX but there were many conversations with **** about cancelling the monthly renewal and identifying the several pages of charges and notes on this account. At this point, I am asking for your help 1) Cancelling the monthly fees and sending another confirmation in writing to me as well as in the notes on the account and 2) refund me for the months charged after **** said this renewal was cancelled. It has been 30 months and $660. I have not heard back and while it has only been 3 days since my email, it has been 2.5 years after I was told these would be cancelled and much longer for being erroneously charged.
Business response
11/18/2024
Hello **** *****,
We have received and reviewed your correspondence submitted to the Better Business Bureau and sincerely apologize for any inconvenience that you may have experienced.
Our records indicate that a 24Hour Fitness representative has refunded you as requested. Please see the refund confirmations as well as the cancellation confirmation that was emailed to *********************** Please close the BBB complaint due to the request being processed.

Yours in Fitness,
24 Hour Fitness Corporate Office
Customer response
11/18/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

**** *****
Initial Complaint
11/04/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
False advertising and gyms open late daily this gentleman threaten not to open because clients from the gym were taking pictures and recording that he was late
Business response
11/08/2024
Hello ***** M *******,
We have received and reviewed your correspondence submitted to the Better Business Bureau, and sincerely apologize for any inconvenience that you may have experienced.
Thank you for bringing this information to our attention. We see that you visit different clubs, unfortunately the club in question is not in the complaint. Please let us know what club you are speaking of in order for us to address the situation.
Thank you for allowing us to speak on the club hours. Not all facilities or services are open or available 24 hours a day and 24 Hour may alter the hours of operation, which is stated in the contract agreement.
We thank you for being a valued member and wish you continued success with your health and fitness goals.

Yours in Fitness,
24 Hour Fitness Corporate Office
Initial Complaint
11/02/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
A lot of equipment and machines are broken or many many months and nobody's fixing it I've been here with the 20 years plus I've never seen this site is going down
Business response
11/08/2024
Hello **** ****,
We have received and reviewed your correspondence submitted to the Better Business Bureau, and sincerely apologize for any inconvenience that you may have experienced.
Thank you so much for bringing this to our attention. The complaint has been forwarded to the General Manager and the District Repair & Maintenance Manager of the club to resolve. A management team member has been asked to reach out to you by end of business 11/11/2024 to discuss a plan to resolve the issues.
We thank you for being a valued member and wish you continued success with your health and fitness goals.

Yours in Fitness,
24 Hour Fitness Corporate Office
Initial Complaint
10/31/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I am writing to express my concerns regarding the hygiene standards at this particular facility. As a member of 24-Hour Fitness, I have always valued a clean and welcoming environment, but my recent experiences have raised significant concerns. During the 2 years tenure I have noticed that several areas, including locker rooms, restrooms, and workout equipment, are not being maintained to acceptable standards. For instance, the locker rooms often lack regular cleaning, and the showers sometimes have a musty odor. Additionally, I have observed that some gym equipment is frequently left uncleaned after use, which compromises the overall experience and raises hygiene concerns.The steam room, jacuzzi, and swimming pool areas are not maintained regularly to the standards required by the ********************************************; therefore, I believe that a clean environment is essential for the health and safety of all members. I urge you to address these issues promptly and implement more consistent cleaning protocols. Regular checks and increased attention to hygiene will not only enhance the experience for current members but also attract new ones.
Business response
11/07/2024
Hello,
We have received and reviewed your correspondence submitted to the Better Business Bureau, and sincerely apologize for any inconvenience that you may have experienced.
Unfortunately, we are not able to find a valid member number with the identifying information provided in the complaint. Please let us know the member number, name as it appears on the membership, email address on the membership as well as the phone number.

We thank you for being a valued member and wish you continued success with your health and fitness goals.

Yours in Fitness,
24 Hour Fitness Corporate Office
Initial Complaint
10/30/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Around August or September 2022 I signed up with 24hr fitness in *********. I was informed my ****** a year rate would never change. I renewed automictically in 2023. Come to September of 2024 I had a renew notice that my yearly amount is now ****** a year. When I spoke to ****** the store manager she was 1- never available 2 not helpful she told me nothing she could do except give a 5$ discount. I continued at the time hopeful to speak to corporate. My original contract was breached by raised prices and less service. My older contract was also removed from my profile so I couldn't print it and bring it in. The gym is filthy, there is no hot water in the showers. 10% of any said equipment or amenities are broken or out of service. They removed the swim suit dryer spinner. There is hardly any water pressure to the **************, ** location and the grim and film on the floors in the **************, ca locations is nasty. Service doesn't equal the raised costs. Please return my annual membership to the original ****** with no annual dues and refund the difference and return my original contract.
Business response
11/05/2024
Hello ****** ********,
We have received and reviewed your correspondence submitted to the Better Business Bureau, and sincerely apologize for any inconvenience that you may have experienced.
Our membership agreement contracts come with a Right to Increase Dues clause in Section 3C.
3(c).Right to Increase Dues and/or Renewal Fee: 24 Hour may increase your annual prepaid dues once per calendar year per agreement. The increase will be calculated at not more
than ten percent (10%) of your then current prepaid dues. If you have a Yearly Auto-Renewal Membership, you will be charged the dues amount on page 1 (plus applicable taxes) for your
first year of membership and that same amount for the first renewal year (the Renewal Fee). Thereafter, your Renewal Fee may increase up to 10%, once per year. Notice will be sent in
advance of each renewal to your email address on file. Your EFT/RCC date will not change. The increase described in this paragraph is in addition to any other increases authorized under
this agreement.
A copy of the agreement contract was emailed to **************************** on 09/16/2022 when the contract was entered into. Another copy was emailed to you on 11/05/2024 to the same email address for your review. The older contract is still in our system but doesn't have any bearing on the recent contract agreement. As a onetime only customer service gesture, we have refunded the difference of the increase in the amount of $24.26. The renewal amount next year will be at the increased amount of $266.90 in order to maintain the membership.
We thank you for being a valued member and wish you continued success with your health and fitness goals.

Yours in Fitness,
24 Hour Fitness Corporate Office

Customer response
11/07/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,

****** ********
Initial Complaint
10/25/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I recently signed up for a membership at 24 Hour Fitness on Oct 8 but injured my right knee during my first visit on Oct 9, making it impossible for me to continue. Additionally, I will be traveling out of the country to a location where no 24 Hour Fitness clubs are available. Given these two conditions, I believed I would be eligible for a refund.However, when I canceled my membership on Oct 15, the seventh day, I was informed that refunds are only available if cancellation occurs within five dayssomething I was not made aware of at sign-up. I did not notice that until I wait for a week and did not see the refund on my credit card and found in an attachment hidden after I paid the yearly fee in full. Furthermore, when I reached out to customer service, the representative denied my request on the basis that I had canceled independently instead of through their team, even though I had followed the companys standard cancellation process.This lack of transparency around refund policies and the additional restriction on how cancellations must be made is unreasonable and unfair. I feel misled and deceived by 24 Hour Fitnesss handling of my case, and I am seeking a refund due to my injury and upcoming travel.
Business response
10/30/2024
Hello Yifan Sun,
We have received and reviewed your correspondence submitted to the Better Business Bureau, and sincerely apologize for any inconvenience that you may have experienced.
The contract agreement was emailed to you on 10/08/2024 with the intention of the member reading the terms and conditions of the contract agreement. The agreement does go into the cancellation policy and mentions 5 business days cancellation in order to receive a full refund. All of the refund business practices are listed in the agreement.
As a onetime only customer service gesture, we have refunded the amount of $281.87. Please close the BBB complaint as the refund has been process. Please review the refund confirmation that was emailed to you.
Thank you,
24Hour Fitness Corporate Office
Initial Complaint
10/25/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Member ID: *********** Hello,I have been trying to Resolve my Complaint with 24 Hour Fitness since, Tuesday, October 8, 2024 (17 Days Ago).I sent two follow up Emails to 24 Hour Fitness on Saturday, October 12, 2024 and Friday, October 18, 2024 and have yet to receive a Response.24 Hour Fitness, Please take the time to review the Correspondence I have sent to you, now on Three Seperate Occassions.I will continue to Escalate this matter until I cannot anymore....I have already filed my Complaints with CFPB and the *** due to 24 Hour Fitness Non-Responsiveness. Respectfully Submitted,******* ********
Business response
10/30/2024
Hello Destyne Braugher,
We have received and reviewed your correspondence submitted to the Better Business Bureau, and sincerely apologize for any inconvenience that you may have experienced.
A prorated refund of $191.14 has been applied to the **** credit card ending in 2064. The payment date of the membership was 06/24/2024 and used through 09/09/15/2024 at .68 a day. The charge without taxes was $248.29. A refund confirmation has been emailed to you. Please close the complaint due to the refund being processed.
Thank you,
24Hour Fitness Corporate office.
Initial Complaint
10/21/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am writing to address an issue with the recent auto-deduction of my gym membership fee, which was charged without my notice. I discovered the email notification went to my spam folder, and I was unaware of the automatic renewal. When I joined the gym last year, I was not informed that the membership would auto-renew, nor is there an option online to disable automatic payments.I only used the gym for about 10 days last year, as I had to move out of state. Given these circumstances and the lack of prior communication about the auto-renewal, I kindly request a refund for the membership fee that was recently deducted.Please assist me in resolving this matter and refunding my hard-earned money. I look forward to your prompt response and assistance.
Business response
10/28/2024
Hello ********* ***** *****************,
We have received and reviewed your correspondence submitted to the Better Business Bureau, and sincerely apologize for any inconvenience that you may have experienced.
The membership entered into on 10/18/2023 is labeled as a National:Platinum Yearly Auto-Renewal membership contract agreement. A copy of the agreement was emailed to you on 10/18/2023 explaining the terms and conditions of the contract agreement. A renewal notification was emailed 30 days prior to the renewal date. Notes on the membership confirm, Member was sent an email for their renewal/quarterly subscription coming due.
A refund of $431.78 was processed by a member service representative on 10/18/2024 as a onetime customer service gesture. The refund was returned to the **** card ending in 1695. A refund confirmation was emailed to you as well.
Please close the BBB complaint due to the request has been processed.
Thank you,
24Hour Fitness Corporate office
Initial Complaint
10/18/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I am writing to request a refund for two recent charges on my account. On April 13, 2024, I was charged $36.64 for an annual fee, even though my account was frozen at the time. When I called to inquire about this charge, I was told that the annual fee still applies even with a frozen account, so I let it go.Then, on October 11, 2024, I was charged another $58.25, which I was also told was the annual fee. I called multiple times to get an explanation, but the representatives were unable to provide a satisfactory answer as to why I was charged the fee again, when I had already paid it in April. I should not be charged two yearly fees in the same year.I was assured that as long as my account remained frozen, I would not be charged any additional fees. However, the staff informed me that my account had been automatically unfrozen, which led to the second charge. I have now cancelled my membership due to the lack of support and detailed information provided about these charges.I am submitting this complaint and requesting a full refund of the $94.89 in charges ($36.64 + $58.25) that were applied to my account. I expect a prompt resolution to this issue, as the lack of clarity and consistency from your representatives has been unacceptable.
Business response
10/24/2024
Hello ***** ********,
We have received and reviewed your correspondence submitted to the Better Business Bureau, and sincerely apologize for any inconvenience that you may have experienced.
Our records indicate that a freeze confirmation was emailed to you on 09/27/2023 at 08:12 PM explaining the terms and conditions of the freeze. Part of the terms and conditions of the freeze states that the annual fee is still due even if the membership is on freeze. The Reactivation date on the freeze was 09/27/2024, the Monthly dues restarted on 10/11/2024. The charge for $36.64 is for the annual fee which was taken on 04/13/2024. The total annual fee is $49.99 plus applicable taxes of $5.17. There was a credit on the membership of $18.52 which lowered the annual dues to $36.34. The charge for $58.25 includes a freeze adjustment of $18.54, and Monthly dues of $39.71. There was only one annual fee taken.
24Hour Fitness representative has contacted you by email on 10/24/2024 in follow up providing the invoices and freeze confirmation for your review.

Yours in Fitness,
24 Hour Fitness Corporate Office
Initial Complaint
10/17/2024
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I bought earbuds from Concord 24hr, employee ****** assured me an exchange or credit should earbuds malfunction, said manager ***, honor's this practice and showed me a pair of returned earbuds.****** told me to save the receipt. This reassured me so I bought the earbuds. A week after the purchase, one of the ear buds stopped working. I made several calls to the gym and no one answered the phone, it is a phone tree that eventually hungs up.I left a written message for the manager to call me at the front desk, I have not gotten a call back yet.The gym manager *** who is ***** sibling, referred me to him. My husband talked to *** who refused to exchange or credit us instead he offered a 15% off a new set of ear buds. *** was the manager at ******* and is the current sales manager in ************, **. The employee ****** is still employed by 24hr fitness. I am getting the run around by employees and managers of the club.
Business response
10/23/2024
Hello M. ****** *******,
We have received and reviewed your correspondence submitted to the Better Business Bureau, and sincerely apologize for any inconvenience that you may have experienced.
Our records indicate that a 24Hour Fitness representative has refunded the requested amount back to the **** card on file ending 1293 for the amount of $20.41 as request. A refund confirmation has been emailed to you. Please close the BBB complaint as the refund requested has been processed.

We thank you for being a valued member and wish you continued success with your health and fitness goals.
Yours in Fitness,
24 Hour Fitness Corporate Office

Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

Cookies on BBB.org

Complaintsfor24 Hour Fitness USA Inc

Need to file a complaint?

Complaint Details

Showing all complaints

Business response

Customer response

Business response

Business response

Business response

Business response

Customer response

Business response

Business response

Business response

Business response

Business response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary