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Business Profile

Health Club

24 Hour Fitness USA Inc

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for 24 Hour Fitness USA Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

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24 Hour Fitness USA Inc has 359 locations, listed below.

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    Customer Complaints Summary

    • 884 total complaints in the last 3 years.
    • 401 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/03/2025

      Type:Product Issues
      Status:
      Resolved
      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.
      At the end of May2025, I cancelled my future sessions with my personal trainer. This was done in person and he showed me that it was cancelled. On June 10, 2025, I noticed that there was a charge to my credit card in the amount of $320.40 which was the cost of an additional 3 months with the personal trainer. I immediately contacted the trainer and the 24 Hour Fitness *******************, ** location. The manager assured me that I would receive a refund, as did the trainer. After several weeks, I called the General Manager who told me that the refunds were handled by one department at corporate and he had submitted my information several times. This seems to be a common practice with 24 Hour Fitness and I would like to have it resolved. Thank you

      Business Response

      Date: 07/09/2025

      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.

      A refund of $320.40 was processed on 07/08/2025 back to the payment method on file, **** ending in 1897.  A refund confirmation has been emailed 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

      Customer Answer

      Date: 07/09/2025


      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

      Date:06/30/2025

      Type:Order Issues
      Status:
      Answered
      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.
      The equipment at this location is always in poor condition and the weight pins are always missing. The staff do not make any effort to offer critical equipment that members pay for. In fact, customers are made to feel less for asking for critical equipment they pay membership for. They advertise a good and clean workout environment but thats far from reality. Not to mention, the business falsely advertises itself as 24 hours but it is not in fact 24 hours.

      Business Response

      Date: 07/02/2025

      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, there is no mention of the club in your complaint.  We see that you visit several 24Hour Fitness clubs.  Please provide the club information you are speaking of. 

      Yours in Fitness,
      24 Hour Fitness Corporate Office

       

       

    • Initial Complaint

      Date:06/27/2025

      Type:Order Issues
      Status:
      Answered
      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.
      24 Hour fitness increased my membership fee without my knowledge. In my contract, it is $49 a year for lifetime. I started my membership in 2003. 24 hour fitness changed my membership to 2006 because of the class action lawsuit.

      Business Response

      Date: 07/02/2025

      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 have emailed you the information on the dues increase to *************************.  

      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

      Date:06/26/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 contacted the business on June 1 by phone and canceled my membership with a lady who promised it would be canceled. They charged me anyway the following month and claimed they didnt have any records of the previous call and couldnt refund the charges. I asked them to escalate the issue to a manager and the guy on the phone then alleged he was a manager and there was nothing he could do. I decided at that time to contacted my bank about their fraudulent business practices and ask them to reverse the charges and now Im filing a complaint with the BBB to warn others.

      Business Response

      Date: 07/02/2025

      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.

      Due to the dispute being process with the financial institution, they returned the funds back to us after reviewing the signed contract agreement.  In order to refund the $302.99 back to you we will have to refund by check.  Please verify the mailing address the check will be mailed to.  The mailing address information on file is different than the mailing address listed in the complaint.  After receiving mailing address information, we will be able to process the refund.  

      Yours in Fitness,
      24 Hour Fitness Corporate Office

    • Initial Complaint

      Date:06/26/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 paid for a year membership with 24 hour fitness in October of 2024. I paid for the full year member which would allow me to go to any club while I was on vacation in ***************. I tried to use this membership again in may and had to sit with the front desk for awhile to find that it even ever existed. Thats how I found out the club I signed up in had been closed and therefor somehow so was my membership which was for any club and still had months to go. The lady was able to find it and see the membership number which is MBR13880927. But couldnt do anything about it. When I try to call 24 customer service number I never get an answer it hangs up like no one is there even when I call within the stated hours of operation. And to email them I only through there site where you have no paper trail. Ive email them that way as well and they havent replied, and I have no paper trail of it. I want my money back and I might want further legal action.

      Business Response

      Date: 07/02/2025

      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 National: Annual Auto-Renewal contract agreement entered into on 10/15/2024 was transferred to CRUNCH FITNESS on May 1st, 2025. 

      Crunch Fitness assumed ownership of all 24 Hour Fitness locations in ******** Since your membership was purchased at a 24 Hour Fitness location in *******,your membership and related agreements were transferred to Crunch Fitness.  As such, we are no longer servicing this membership.  You will need to contact Crunch directly at ***************************************** for any current operational inquiries or requests.

      Yours in Fitness,

      24 Hour Fitness ****************

    • Initial Complaint

      Date:06/26/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Purchased a Lifetime Membership from 24 Hour Fitness in 2006 for approximately $750, with a nominal annual fee of $29. Signed up for automatic payments with credit card which they charged, but they apparently did not process after 2021 or 2022. It clearly shows on the website that the account is on autopayment, and states that for prepaid annual renewal members who pay via autopay that the membership will renew annually. They also show the last four digits of the credit card on file, which is accurate and still active and in my possession. As I'm not in the area often, over the last couple of years when I've gone to 24 hour fitness in ************, my fingerprint scan no longer worked, and the screen would say "see team member". The team member would then look at my account and tell me I was "good" and could go in. I asked why it kept doing that and could they fix it, and they would inevitably tell me that it has something to do with the lifetime membership and the fee of $29 per year, which they could not see a charge for. I offered to pay them, and they said they did not have the ability to accept the payment on this because it did not show as being due. Finally, in March 2025 when in town, I went to the 24 hour fitness on ******************** in ************, and when the same thing happened again, I asked if they could escalate the matter to someone to get resolved. They said they would, that they would call me, and I was good to work out anyone so I did. I called multiple times asking for an update, but got no callback from them. On June 25th when in town again went to the ******************** location and same thing...fingerprint scan doesn't work, they told me i was "good" to work out, but I insisted that the matter needs to be fixed. Someone named ******** came over, looked at the screen, and said that my membership had been terminated due to "nonpayment". I indicated that I was on autopay, but he said there was nothing he could do.

      Business Response

      Date: 07/02/2025

      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.

      On 05/25/2021 a payment was made online with a **** Card ending in 1437.  On that same day the card was updated online as the card to be billed for future charges.  We received an update from **** that the card ending in 1437 was a closed account.  This is why we did not attempt to take any further payments.  If this was brought to our attention at the time the charge didn't go through, we would have been able to reinstate the membership.  We are not able to reinstate memberships after the membership has been terminated over 90 days.

      Yours in Fitness,

      24 Hour Fitness ****************

      Customer Answer

      Date: 07/04/2025

      Im sorry that your accounting department reportedly had difficulties processing payment.   Had that truly been the case, normal business protocol would seemingly be to contact the customer of 15 years and get the nominal $29 payment for the lifetime membership. Or you could have simply processed the card provided that you have on file and is still active, which per your website should have been processed 6/24/22 but you failed to do so.  I do understand that between Covid fitness center location closures, your company bankruptcy filing, and closing of 100+ fitness locations in this timeframe, your accounting error is hopefully simply an oversight and not part of the pattern of deceptive practices you were found guilty of in class action lawsuits regarding lifetime memberships.  Im still willing to afford you the opportunity to process the card already provided to you.   The State of CA prefers that prior to filing suit against you I also request the amount due from you.   If you refuse to honor our contract, then the approximate amount of $750 paid in 2006 for a LIFETIME membership, adjusted for inflation at a 2.49% average rate is about $1200.  $29 paid for 15 years is another $450.   Calculating the lost value of the investment for todays gym membership rates elsewhere gets a bit less concrete, but conservatively $10 a month rate would be $90 a year loss at least, with an average life expectancy for me of at least another 20 years, so $1800.  That puts the total at around $3,500.   So, my offer is you do the right thing and fix your accounting error, or issue me a check for that amount.   Id rather not waste my time, or your time, on a small claims case in ****************** where the lifetime membership was purchased, especially in what seems to be such a clearcut issue.   Hopefully youll just fix it and we can all move on.   

      Business Response

      Date: 07/10/2025

      Hello ***** ******,

      Unfortunately, we are not able to honor your request.  We are not able to reinstate a membership that has been terminated for over 3 years.  Please visit our website or visit the local club for more information regarding our membership offerings.  

      24 Hour Fitness 

    • Initial Complaint

      Date:06/25/2025

      Type:Customer Service Issues
      Status:
      Answered
      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.
      05/27/25 I purchased personal training but I had to leave for work out of state next day which was totally unexpected. I called manager and my personal trainer ** and notified them. They assured me since there is 5 day policy they would cancel the contract and issue me a refund of $520. I kept calling and emailed them few times they said refund will be in bank within 7 business day but that didn't happen. On06/20/25 I returned back in town and went to the club and spoke to the manager he said he wasn't able to process my refund but too speak to customer service. I have given them notice within my 5 days grace period still they decided not to refund me and cancel my contract. Manager is telling me to call my bank and get refund. If I gave them notice next day why wasn't my contract canceled right away and why was I charged??? Now they want me to pay $100 to cancel my contract which is not acceptable. They cheating consumers over return policy in contract. I'm requesting full refund.Thanks

      Business Response

      Date: 06/30/2025

      Hello Shyreen Prasad, 

      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 complaint has been forwarded to the District Manager and the General Manager for review.  If you have any documentation confirmation to have to leave the state for work, please forward the information to us.  

      Thank you, 

      24Hour Fitness

       

       

    • Initial Complaint

      Date:06/24/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 live in ZIP code *****. There are three 24 hr super sports near me. For the last 1 year or so, in the wet area, in all the three locations, one or more of the facility is always non working. On asking, when it will be fixed, the response is always the same: we are working on it. The second issue is: The men's showers are extremely dirty, they do not get it cleaned.

      Business Response

      Date: 06/30/2025

      Hello Atul Varshney, 

      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 complaint has been forwarded to the General Managers, District Manager, and District Repair Maintenance Manager in the clubs in your area. We have asked that the General Managers of each club reach out to you with a resolution plan for your complaint.  

      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

      Date:06/24/2025

      Type:Product Issues
      Status:
      Answered
      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 May 4, 2025, I spoke to the general manager of the Ontario location at the **************. He Told me and my coworker that it would be $20 with no commitment. on May 20 I randomly got a charge of $60 for the annual fee. I contacted the manager and let him know that he did not make me aware of this, and he promised to refund at least half Of the fee. I have yet to receive any type of compensation for that. On top of that I called in To their customer service number and they told me it would be $50 to cancel my membership Which was a big surprise to me since I was promised that this was a no commitment membership. Also, I signed up for 24 hour fitness because I thought it was 24 hours due to the name of the company. I live in ******* and the gym down the street from my house closes at 10. I was blatantly lied to by a general manager And customer service said that there is nothing they can do. I would like to be refunded the money and I have been charged and I would like my membership cancelled with no fee like I was promised.

      Business Response

      Date: 07/01/2025

      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 has been cancelled and fully refunded.  A refund confirmation has been emailed to you. 

      Thank you, 

      24 Hour Fitness Corporate Office

    • Initial Complaint

      Date:06/24/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 signed up with the online Platinum offer for $263.88 and was charged for and have the receipt for it. When I looked at my account it said Ive been charged $293.87.?! thats an additional charge of $29.99 so I pulled up all my 24 hour email records and nothing else showed up. So I called and spoke to the guy there and he said, signed up for the extra ***** pass which I did not. He said I did & his records show I did. So I went down there to my local 24 and spoke to show him my agreement and he wouldnt even look at it but instead printed up a paper that said I did sign up and I tried to explain to him I did not and I wanted my money back. o refunds sorry he said. Of course theres no refunds. Come to find out Im not the only person with this issue. Hundreds of people are having this same problem. Scam?! I think so. More like strong arm robbery to me.

      Business Response

      Date: 06/30/2025

      Hello Jeremy Stamm,

      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 see that the Buddy Pass Agreement was created by the member online.  The Buddy Pass contract was emailed along with the membership agreement contract on 06/03/2025.  As a onetime customer service gesture, we have refunded $29.99 back to the card it was purchased on.  A cancellation confirmation for the Buddy Pass was emailed to you on 06/24/2025, 11:22 AM.

      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 Answer

      Date: 06/30/2025



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 23513161, 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,



      Jeremy Stamm



       

    24 Hour Fitness USA Inc is NOT a BBB Accredited Business.

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