Complaintsfor24 Hour Fitness USA Inc

Health Club

HeadquartersMulti Location Business

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Initial Complaint
11/12/2024
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.
The management at 24 hour fitness location ******************************************* is no help. I have communicated with them as well about my issue. I pay for a gym membership here and I cant utilize what I pay for. I go Monday -Thursday 5:30pm and I go to play basketball but there are a group of people who take up the whole court due to coaching. There is no schedule posted at the gym to close out so they have have a session. If they arent coaching by 24 hour fitness wouldnt this be a liability if they get injured. Can the gym atleast post that this is a private session so I know what days and times I can come and enjoy the court. I have been screamed at by the guy coaching here to stop using the court because they are training.
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 contacted you in follow up as a result of an email that was sent on 11/5/2024 5:59 PM regarding the basketball classes that are in place. The management team has been contacted to provide additional information regarding the classes. When we hear back from the management team we will email the information to you.

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
11/12/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I received an email stating your store will be closing at the end of February. It said I could cancel my membership before that and have any money refunded. I went today and canceled my membership and they charged me a $50.00 cancelation fee for early cancelations. The store is closing and will not be open. I was also charged my yearly membership fee of *****. Again the store is closing so I cannot have a membership for a year. The only reason I canceled was because you are closing the gym.
Business response
11/20/2024
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 in the amount of $109.00.99 as requested on 11/15/2024 at 09:21 AM PST, going back to the **** ending in 9491. A refund confirmation was emailed to you on 11/15/2024. Please close the complaint due to the request being processed.
Yours in Fitness,
24 Hour Fitness Corporate Office
Customer response
11/20/2024

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
11/11/2024
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
11/10/2024
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.
The company automatically withdrew this amount from my bank account. However, last yeat when I purchased two one-year memberships I specifically inquired as to whether there were any surprises or anything that was going to generate charges. He said, "No." I asked this because, previously, I had joined a gym for $10/mo., which was being auto-withdrawn monthly. Within three months, that company had charged my account a bunch of fees. This left me a bit leery about this special Christmas offer . I feared there was some unknown charge that was going to pop up. I had no idea that the membership was ongoing after the one year. I feel that they should have disclosed this to me, especially because I inquired about any additional charges. I should have been informed, as ****, the so-called "manager" so callously informed me today that, because my account was charged yesterday, I could not cancel my membership and receive reimbursement. He said that I should have canceled prior to the charge hitting my account and because I came in the day after my account was charged that there was nothing he could do about it. Had I been informed at the time of signing that there were additional charges in the form of auto-renewal, I would have canceled these accounts nine months ago when I knew I was no longer going to utilize their services and my mother injured while utilizing their machine.Minimally, I would like a prorated adjustment for 11 months on two accounts because they have taken the full years membership fee out of my account for the two memberships and neither person is using the membership or has used membership for over nine months. This auto withdrawal was not disclosed to me at the time I purchased two one-year memberships and has currently overdrawn my account.
Business response
11/15/2024
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.
We see that a refund was posted in the amount of $499.59 back to the Master Card ending in 8582 on 11/11/2024. A refund confirmation was emailed to ******************** on 11/11/2024. It will take approximately 7 business days to show up on the Master Card transactions. Please close the BBB complaint due to the refund request has been processed.
Yours in Fitness,
24 Hour Fitness Corporate Office
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.

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