Complaints

This profile includes complaints for 24e Health Clubs's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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24e Health Clubs has 4 locations, listed below.

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  24e Health Clubs

  1550 Montgomery Hwy STE B Vestavia Hills, AL 35216-4580

• 

  24e Health Clubs

  307 Main St Trussville, AL 35173-1497

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  24e Health Clubs

  1303 Decatur Hwy Gardendale, AL 35071-2733

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  24e Health Clubs

  2244A Pelham Pkwy Pelham, AL 35124-1315

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/07/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted cancellation of PT sessions on 1/29/24 to use 21 prepaid sessions. ($840 credit) instead of over spending more each month. I was told I would still be charged next month, which seems unfair as I prepay. Additionally, my dedicated trainer, ****, was abruptly terminated on 2/5/24 (perceived as unfair and retaliatory, but that's a separate matter). This left me with 16 sessions without my trainer ($640 in prepaid credit). Management has been dismissive and unwilling to refund or work to find a solution even though I have kept my account in good standing since day 1. The gym's unprofessional, drama-filled management and lack of vetting results in low-quality trainers. Administrative errors at the front desk over the past year were already an issue, this was just the last straw. Front desk consistently demonstrates incompetence in handling administrative tasks, failing to provide a copy of my contract despite repeated requests, attempts at double billing, duplicating memberships, rude behavior etc. The gym gets away by trying to pair you with another trainer, which is insanely predatory to force you to work with someone you do not feel comfortable with. I specifically agreed to pay for sessions with **** after thoughtful consideration, researching her and seeing her high-quality training and dedication to her clients. There are no similar trainers available, management could not even recommend one. The gym is the one who decided to end this agreement. On 2/6/24 I contacted the regional mgr ****************. Regrettably, his handling of the situation was dismissive and unprofessional. Despite presenting legitimate grievances and seeking a resolution, he made it clear he had no intention to engage in any productive dialogue or explore potential solutions. This place is toxic and poorly managed and it is no longer a place I feel comfortable.I request an immediate cessation of further charges ($480 scheduled) and a full refund of the remaining credit ($640).

  Business Response

  Date: 02/07/2024

  Good Afternoon ****************. Just wanted to confirm and let you know that I have processed your refund and canceled your membership. I hope to earn your business in the future. 

   

  *****************************

• Initial Complaint

  Date:01/08/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 20th I contacted 24e fitness club in ******, ** to cancel my personal trainer sessions for my wife and I. My wife who was in the gym earlier that day tried to cancel them with the front desk but was told she cannot cancel it and that I must cancel it. She was informed I had to come in to sign paperwork for the cancelation to be processed. We were led to believe this is because both our sessions are under my gym account . This was corroborated by our trainer **** (we both use the same trainer) who told us when he goes in to the system to redeem sessions, he redeems mine and my wifes session from my account. I came in to the gym and signed the paperwork as instructed and considered the matter done. I was informed I would be charged on Nov 20th because there was a 30 day cancellation period which I thought I was within but accepted it nonetheless. I noted that on December 20th I was charged the sum of $220 indicating they were still charging for one month of sessions for one person. When we were both doing Personal Trainer sessions they charged me $220 x 2. I called to notify them and they said it was no problem and they would refund it. 10 - 14 days later I note the refund has still not been issued. My wife calls and is told they will take care of it. Several more days pass and there is still no refund so I call and am told I only cancelled my sessions and not my wifes and this is what the charge relates to and they will not refund me. I explained my wife trried to cancel and was told I had to sign, no papers were ever put in front of her to sign and we understood that our account was all linked and the sessions were all under my name even though some were used by my wife. The manager said this is incorrect, its not their policy and they will not refund me. This was later upheld by ****** - another manager. We feel we followed 24e policy and cancelled in good faith and they are making up stories to withold our money.

  Business Response

  Date: 01/08/2024

  Hey ******, thanks for taking the time our of your busy schedule on Friday to talk to me. I am glad we were able to get this issue resolved. You should see your Refund in the next 2 days. Please let me know if there is anything else I can do. Thanks again.

  *************************

   

• Initial Complaint

  Date:01/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I joined this gym and signed up for personal training sessions. Payments for training were scheduled on auto draft. After a few successful training sessions my trainer dropped me as a client; however neither I or gym management was notified. By the time I spotted the recurring charges the gym had collected nearly $1700 in training session charges. I contacted management who initially wanted to avoid reimbursement. I negotiated a partial reimbursement and partial training with a new trainer , the gym manager agreed on the condition that I give the gym a 5 star review on both ****** and ********* I was told I had 12 (1 hour) training sessions on credit after the partial reimbursement. The new trainer also dropped me after a handful of sessions without explanation. When I brought this to the attention of gym management; I was told over the phone the 2nd trainer only logged (2) sessions with me. I stated over the phone I believe we met (5 or 6 times) but I wasn't sure. The email response I received chose to count the (6) i stated instead of the (2) recorded by the trainer. Explaining I have (6 1hour) unused training sessions. However refusing a reimbursement of any amount, this email explains the gym doesn't offer reimbursement for training even claiming I signed acceptance of training not being refundable when I signed up for the gym. My issue; is that it is acceptable for used training sessions to not be refundable. Because the gym staff has provided a service. Whether someone is satisfied with the service doesn't take away that the service was provided. However in my case I simply did not receive the service I paid for. There is several hundred dollars maybe even a thousand dollars remaining, that I've paid to this business but received nothing in exchange.

  Business Response

  Date: 01/16/2023

  ***** and I spoke this morning and were able to figure out a solution. We are currently addressing this and are working together to resolve this issue.