Business Profile

Health Club

24 Hour Fitness USA Inc

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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

Customer Complaints Summary

890 total complaints in the last 3 years.
405 complaints closed in the last 12 months.

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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:04/24/2025
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.
The air condition in the group workout room has been broken for at least a month. The gym has air condition, but where do classes it is broken. We have complained to the front desk daily but they keep saying the part has been ordered. With summer approaching, we are worried about the temperature and our health.
Business Response
Date: 04/30/2025
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 complaint has been forwarded to the General Manger, District Manager and District Repair Maintenance Manger to resolve. We have asked that a management team member reach out to you by the end of business on 05/02/2025.
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:04/24/2025
Type:Order 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 purchased a lifetime membership (Member ID: ******** from 24 Hour Fitness in 2003 for approximately $800, with agreed-upon $49 annual dues thereafter. On February 19, 2025, I received notice that 24 Hour Fitness would unilaterally terminate my lifetime membership effective April 27, 2025. I attempted to pay the upcoming annual dues, but the system did not allow it. Their recent response declined to reinstate my membership and offered instead a new monthly plan at a significantly higher cost.I believe this constitutes breach of contract and deceptive business practices, and I am seeking the reinstatement of my original lifetime membership as agreed in 2003.
Business Response
Date: 04/30/2025
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 4/24/2025, we reached out to you in response to your initial inquiry regarding our decision to exercise our right to terminate your membership. We've submitted a request for a copy of your membership agreement for your reference. As outlined in Section 6(f), 24 Hour Fitness reserves the right to terminate a membership, in its sole discretion,for any reason not prohibited by law.

Supporting the fitness goals of the communities we service is a pillar of our mission, and we encourage you to review the offer included in our email sent on {insert offer date} as it represents a strong value relative to our current rates.

24 Hour Fitness Corporate Office
Initial Complaint
Date:04/23/2025
Type:Product 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 March 6, I contacted 24 Hour Fitness to transfer my membership to a household member. Over the phone, the representative informed me that my own membership would be cancelled, and I would only be charged for one membership going forward under the household members name.However, since then, I have continued to be billed for both memberships until I found out myself that I was billed twice. I visited the gym twice and called the gym to resolve this issue in person, but each time I was told to speak with a manager who was not available. I have not received any refund for the payment that I was charged for two different memberhip.Desired Resolution:A full refund of the charges made to my account for the cancelled membership since March 6.An explanation as to why the original cancellation was not processed as stated.I am filing this complaint with the BBB in the hopes that 24 Hour Fitness will take this matter seriously and resolve it promptly.
Business Response
Date: 04/29/2025
Hello ***** ****,
We have received and reviewed your correspondence submitted to the Better Business Bureau and sincerely apologize for any misunderstanding that you may have experienced.
We are not sure about the membership you are speaking of. We do not have a membership where two people are able to use the membership under one membership. You have a primary membership and an add-on membership for ******* **. Both memberships are billed monthly as described in the agreements that were emailed to you when the membership contract agreements were entered into. Your membership was cancelled on 04/14/2025, a cancellation confirmation was emailed to you. The membership for ******* ** is still active and a card record for monthly billing is needed if the membership is to stay active. We do have Buddy ****** available at a lower cost. Both memberships had Buddy ****** on them. Buddy ****** can only be used when the member is present.
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:04/23/2025
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.
Hi, My issue is with 24 Hour Fitness. I entered a signed contract with a locked rate with 24 Hour Fitness about 15 years ago. I may have paid an upfront fee at the time as well. So last year 24 Hour raised my annual rate from $99.00 to $189.00. I contacted my local club after catching this on my auto pay with my credit card and addressed the issue with the manager. It took some time, but he did get me a refund. We came to the conclusion that if this happened again the following year, I would need to address it then. So, this year I got ahead of my April 1st, 2025, renew on March 13th to avoid this issue by entering my local club and at that time there was not a manger available. The staff said they would forward my concern to the manger. After that visit I never got a call back. So, on March 19th I called again and was told I would get a call back and still no call back. I also went back to the club one more time, but I do not have that date. So on March 23rd after yet another call to the club I did not get a call back, so I called the club again on March 25th and after still no call back, on April 17th and after being charged the $189.00 I called one more time and finally got a manger to come to the phone and after telling him that I am not getting any reply to my messages to corporate he said he would send them a personal email and I would be getting a call from them. As of today, April 23rd, ********************************************************************************* a call back. And keep in mind you are never able to speak to anyone through the main number for 24 Hour. They push everything back on the local club. I feel that they are ignoring people like me who are being charged a higher amount outside of their signed contract to encourage them to either pay up, or quit. I would appreciate any help you can offer regarding this issue. Thank you,
Business Response
Date: 04/29/2025
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, the Sales and Service Expert who refunded $90.00 back to you last year on 04/23/2024 was not authorized to do so. The club manager was made aware of the refund to address it with the Sales and Service Expert.
The document showing explaining the terms and conditions of the dues increase has been emailed to you.
Thank 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: 05/01/2025
Unfortunately, this response is what I had expected from this company. Please note the following regarding this issue:

24 Hour Fitness has broken a contract with me, a customer of over 15 years who signed on in good faith and who has never been late/missed a payment in all those years.
I think the worst part about this is that their response through the BBB does not even touch on the lack of customer service from the corporate end after I had sent multiple messages trying to address this concern starting in March. Per their website clients can send a message and they will respond within about 48 hours. As of this morning, I have not heard from them at all. And please note I have not seen an email/notice as of their response either. So, if they had sent a message to me within their 48-hour guidelines I could have addressed this with a live person, and I would not be dealing with this on May 1, 2025. Unfortunately, the 24-Hour customer service team outside of the local club is literally not available to their customers. And as I mentioned in my earlier complaint, the local club management has no authority to handle customer complaints or concerns even though one is guided to contact the local club for everything.

Finally, the fact that I had to go through the Better Business Bureau to get a response is shameful and unacceptable from an established company that has been around for so long. So, I will be canceling my membership, and I will never recommend this club to anyone I have contact with. And remember that a bad experience gets shared far more often than a good one.

Business Response
Date: 05/02/2025

Hello **** *****,
We see in the notes on the membership when our member service team was contacted on 03/28/2025, 04/10/2025, and 04/17/2025. Each communication was regarding the dues increase. The response was the same in each communication: We are not able to reduce the dues back to the previous amount.
The claims administration process associated with the litigation was a court regulated process in which a third-party Claims Administrator ran the last known mailing addresses of all class members through the National Change of Address database before initially mailing the Notices.This was done to ensure Notices were being sent to class members' most current addresses. If the Claims Administrator was unable to find an updated address for a returned Notice, the Claims Administrator emailed the Notice to the last known email address 24 Hour Fitness had on file.

Again, the ********************* process was regulated by the court to ensure integrity and the Claims Administrator made all reasonable attempts to ensure delivery of the Notices. Unfortunately, the time to dispute receipt of a Notice has passed, and 24 Hour Fitness is obligated to comply with the terms of the settlement agreement and the court-approved ********************* process. Thank you for your understanding and please consider that, although your Annual Renewal rate has increased, your membership is still an exceptional value and well below current market prices.
24Hour Fitness Corporate Office
Customer Answer
Date: 05/07/2025
When you state that my 3 contact attempts regarding my refund were all answered and the answer was that a refund would not be given, the 3 attempts were at the club level, and when I finally got a manger to come to the phone, remember no call backs to me came from club staff and it was me reaching out in person and over the phone each time, the manager said that he could not issue a refund and that I would need take it up with corporate to see if they would do it and to go online to do this. And AGAIN, your corporate office has never reached out to me about this,so I was left in limbo and ignored. You rely on the club sites to handle issues that they clearly cannot, or are told not to handle, and when they do refer the client a level up for help through the website, the request is ignored.
If you had been responsible with customer service and had any level of respect for your clients, especially long-term clients, me being one since 2008, and responded to my on-line request for help you could have sent me this last correspondent that showed me what was going on your side with not honoring old contracts. All you had to do is follow what your site states the customer to do, which is to leave a message and you would get back to them.
Lastly those individuals who have been replying to this issue through the BBB have not taken any ownership of their lack of reply to me and never once has it even been touched on throughout this entire communication.This is a sad breakdown with your staff who handle this area of customer service for 24 Hour and you really need to look and how to provide much better customer service. It is the number one area of any business that can get new customers, retain them, or lose them. Also, the statement that I am getting an exceptional value after the increase is a moot point. You broke a contract.
Please consider this issue closed on my end.
Thank you,
Initial Complaint
Date:04/23/2025
Type:Order 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 signed a contract on 3/27/2019 with 24 hour fitness to resolve issues they had when they bought Bally's and the agreement for the annual renewal amount was $*****. Section 3c of the contract indicates annual renewals will be calculated at no more than 5%. The annual renewal went up from $***** to $1`66.52, which is significantly more than 5%. I called and the person I spoke with said that there was a class action lawsuit and I should have signed a settlement form which would have prevented my dues from going up. I never got a settlement form, and they have no proof of sending me such a form. This raise is unethical and makes 24 hour fitness seem fraudulent. When ******'s sold the membership my original membership, purchased in 1981, was guaranteed to never go up from the original amount over the % of cost of living increases in the city of your membership, which was where the %***** originally came from.
Business Response
Date: 04/28/2025
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 regarding the information for the dues increase for your review. Unfortunately, the time to dispute receipt of a Notice has passed, and 24 Hour Fitness is obligated to comply with the terms of the settlement agreement and the court-approved ********************* process.
Yours in Fitness,
24 Hour Fitness Corporate Office
Customer Answer
Date: 04/29/2025
Please provide the records showing you mailed me a claim form. I never received one therefore the liability of the increase in dues is not mine. Provide the legal records showing the claim form was mailed to me so I can submit it to my attorney and start a class action lawsuit if you do not have a legal record of the mailing. If I was included in the lawsuit and never received the claim form, I'm sure it happened to many other members.

Thanks in advance for your cooperation.
Thanks,
**** *****

Business Response
Date: 05/02/2025
Hello ******* *****,
Thank you for your additional outreach. We recognize that settlement of the In Re: Prepaid Litigation was six years ago and therefore provide additional context below that may be helpful.

The claims administration process associated with the litigation was a court regulated process in which a third-party Claims Administrator ran the last known mailing addresses of all class members through the National Change of Address database before initially mailing the Notices.This was done to ensure Notices were being sent to class members' most current addresses. If the Claims Administrator was unable to find an updated address for a returned Notice, the Claims Administrator emailed the Notice to the last known email address 24 Hour Fitness had on file.

Again, the ********************* process was regulated by the court to ensure integrity and the Claims Administrator made all reasonable attempts to ensure delivery of the Notices. Unfortunately, the time to dispute receipt of a Notice has passed, and 24 Hour Fitness is obligated to comply with the terms of the settlement agreement and the court-approved ********************* process. Thank you for your understanding and please consider that, although your Annual Renewal rate has increased, your membership is still an exceptional value and well below current market prices.
24Hour Fitness Corporate Office
Customer Answer
Date: 05/07/2025
since I never got any emails or mails from the third party, and 24 hour has been able to find my email address and physical address since they bought Bally's, it would be your responsibility to reach out to the 3rd party and find the evidence that you complied to the law suit by having them send me the letter and option to avoid the insane increase in dues. Otherwise I would recommend you increasing my dues at 5% max based on the annual increase in my contract (which I flew out to ********** to sign) based in monthly payments designation in the letter since that would be the ethically correct decision for 24 hour. The prepaid annual is more beneficial to 24 hour since it guarantees the payment in a more secure manner with less processing overhead for 24 so it should be consistent with the contractual agreement for monthly.
Given that there are hardly *** 24 hour fitness locations near me that haven't closed down, it would be beneficial for 24 to jeep me as a member at my current rate. The ethics are what is import to me for the membership I've had for virtually 45 years as I hardly use your gym unless I am on work travel since I also have memberships with VASA, Lifetime, LA Fitness (which resulted from the 24 hour buyout of Bally's) .

Thanks,
****
Initial Complaint
Date:04/21/2025
Type:Order 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 have had LIFETIME MEMBERSHIP for $20/yr since ~2003. In the most recent bill I noticed that last year they started charging $65 without warning, permission, or consent. They have ignored emails with the exception of cancelling my membership WITHOUT discussing, acknowledging, or reimbursing the over charges. They have ignored emails, online form submissions, and their phone system produces the automated message to call back during business hours then hangs up - now that I have been calling DURING BUSINESS HOURS. They have persistently avoided actively communicating with me. I have nothing to upload because they've done nothing but cancel my lifetime membership while ignoring everything else.
Business Response
Date: 04/28/2025
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 emailed notification of the rate change on 01/25/2025 to the email address on file, **************************. The email address on the membership is different from the email address on this complaint. We rely on our members to keep the communication information on the membership current so that we can ensure the communication such as rate changes are received. An email has been sent to the email address on the complaint, **************** that outlines the reason for the rate change. We see that the membership was cancelled on 03/17/2025 due to dues increase. A cancellation confirmation was emailed to you to the email address on file, **************************.
24 Hour Fitness Corporate Office
Customer Answer
Date: 04/28/2025
1) I cannot tell if I received that one informative email hidden in the HUNDREDS of spam I get from 24 hour. The email AI system has likely identified it as spam.
2) Whether or not I was notified is a moot point. A LIFETIME membership should NOT be changed. THAT was the GUARANTEE when I PAID $800-900 for that guarantee in ~2003 ($1393-1564 in today's currency). If you wish to renege on that, then you can renege on the money I gave you for it.
3) the alleged "communication attempt" was simply telling me to go into a local store (did that - they informed me that that corporate had stripped them off the ability to do anything meaningful and to contact corporate and have me the secret/hidden email address that CANNOT BE FOUND - even the assistant manager didn't know about it until another customer informed him if it and that customer had found it from an online support forum like Reddit) or to call the same number that has hung up on me while calling DURING BUSINESS HOURS %100 of the time. This is NOT "reaching out". Give me the contact information to a PERSON not an automatic hangup machine. I replied to that email just as I did before, requesting contact with a PERSON, and like before I have been ignored. They clearly have no intention to communicate meaningfully (meaningless emails don't count) with me or to uphold the LIFETIME membership agreement. This looks, smells, feels, and tastes like FRAUD.
Business Response
Date: 05/02/2025
Hello ***** ***,
The claims administration process associated with the litigation was a court regulated process in which a third-party Claims Administrator ran the last known mailing addresses of all class members through the National Change of Address database before initially mailing the Notices.This was done to ensure Notices were being sent to class members' most current addresses. If the Claims Administrator was unable to find an updated address for a returned Notice, the Claims Administrator emailed the Notice to the last known email address 24 Hour Fitness had on file.

Again, the ********************* process was regulated by the court to ensure integrity and the Claims Administrator made all reasonable attempts to ensure delivery of the Notices. Unfortunately, the time to dispute receipt of a Notice has passed, and 24 Hour Fitness is obligated to comply with the terms of the settlement agreement and the court-approved ********************* process. Thank you for your understanding and please consider that, although your Annual Renewal rate has increased, your membership is still an exceptional value and well below current market prices.
24Hour Fitness Corporate Office

Customer Answer
Date: 05/06/2025
They did share that there was a class action suit regarding this several years ago that I was NOT aware of. But, because I was but aware and therefore did not respond to it, they say I do not qualify for options and was by default accepting the added fees. This seems highly unethical considering the amount of spam and scam communications the average person gets.

They also did not explain or justify charging me then cancelling membership without refunding the charge. They owe me $110.
Initial Complaint
Date:04/20/2025
Type:Billing 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 have been a loyal 24 Hour Fitness member under the legacy $49/year ******* 2023, I did not receive a renewal notice. To ensure continuity, I visited the ********, ** location in June. A staff member, ****, confirmed my membership was reinstated and advised no payment was due until the 2024 renewal notice arrived.Again in 2024, I received no renewal notice. When I followed up, I was told my membership was terminated and could not be reinstateddespite following the guidance I was given in person.I made reasonable efforts to maintain my membership and acted in good faith. The lapse was due to the company's failure to provide notice and communicate accurate informationnot any negligence on my part.I am not seeking compensation. I simply request reinstatement at the original $49/year legacy rate, in line with the agreement Ive upheld for years.
Business Response
Date: 04/25/2025
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 was reinstated on 06/01/2023 after being cancelled on 12/29/2022 due to lack of payment. A cancellation confirmation was emailed on 12/29/2022. A reinstate from cancel email was emailed on 06/01/2023. We did not receive payment after the membership was reinstated.
Unfortunately, we are not able to reinstate the membership. We hope that you would continue to use 24Hour Fitness to reach your fitness goals. Please go to the club or online to see our membership pricing.
Yours in Fitness,
24 Hour Fitness Corporate Office

Customer Answer
Date: 04/26/2025
Dear BBB and 24 Hour Fitness,
Thank you for your response.
Unfortunately, I am not satisfied with the company's reply. I never received any cancellation or reinstatement emails, and after personally visiting the ******** location in June 2023, I was advised by a staff member that my membership had been properly reinstated, with no payment required until the next renewal notice. I received no written communication or follow-up confirming any action needed on my part over the past few years.
I made every reasonable effort to maintain my membership, including seeking in-person confirmation. Any lapse occurred due to the companys failure to provide proper written notice and accurate guidancenot any negligence on my part.
As a loyal, long-term customer acting in good faith, I respectfully request again that my $49/year legacy membership be reinstated.
If the company is unwilling to resolve this matter fairly through the BBB process, I will consider pursuing the issue further with the ******************************************
Thank you for your continued assistance.
Business Response
Date: 05/02/2025
Hello *****,
The documentation mentioned in the previous communication has been emailed to you. We emailed the documents to the email address that is on the membership which is the same as the email address used in your complaint. Our policy to reinstate memberships, if a membership has been cancelled for more than 90 the member will need to enter into another contract agreement.
Thank you,
24Hour Fitness
Customer Answer
Date: 05/02/2025
The documents mentioned in your previous message were not received until May 2, 2025. Despite your statement that they had been emailed earlier, nothing to my best knowledge was delivered to my inbox or spam folder before that date.
Given this delay and the lack of prior communication, my position remains the same: I acted in good faith and made every reasonable effort to maintain my legacy membership. I continue to request that it be reinstated at the original $49/year rate.
Thank you for your attention to this matter.
Initial Complaint
Date:04/18/2025
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.
Gym location -24 utc ************ ***** I am a member at the gym and the past 3 months the womens bathroom is filthy My main concern is there is about 5-6 sinks . Usually only 1-2 are working only .The ones that arent working are clogged and are filled with filthy BLACK water. I think this water could be toxic. Theres no way it can be healthy to have that . They do not drain it often. It smells and Im afraid that someone could get sick. Its disgusting and people cant get over the sink .Also, the bathroom toilets are dirty for days toilet paper urine f**** all over toilet seats for more than 2 to 5 days without being cleaned. I have not seen a cleaning crew inside the bathroom for over the last couple months This is absolutely unacceptable. You can hear people complaining about it nonstop. They do nothing about it and its very hard to reach the corporate ********* writing directly to you because people complain and all they say is their cleaning person left. They dont do anything about it.Wanted to share this information again so that nobody gets sick .I do not want them to know who I am. This is anonymous right? Followed up with some photos . Thank you , *****
Business Response
Date: 04/25/2025
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 complaint has been forwarded to the General Manager, District Manager, District Repair Maintenance Manager to resolve. We have asked that a member for the management team reach out to you before the end of business on 04/29/2025.
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:04/18/2025
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.
When:4/18/25 Where: ************* ********************* Subject: Concern Regarding Basketball Trainers Exclusive Use of Gym Facilities Dear 24 Hour Fitness Management,I hope this message finds you well.I am writing to express a concern regarding the basketball facility at *************************************************************. Lately, it has become increasingly difficult for regular members to access the basketball courts because private trainers and their clients are occupying a significant portion, often for extended periods of time.While I completely support training and skill development opportunities, the facility is intended to be a shared space for all members. Unfortunately, the trainers activities frequently dominate the court, leaving little to no room for casual or recreational play. This defeats one of the primary reasons many of us became members access to an open and inclusive basketball area.I kindly ask that management please review and enforce a more balanced policy, ensuring that the basketball courts remain available for all members to enjoy, not just those involved in private training sessions. In addition, none of the staff members at the front desk are regulating any of these activities the last few times I was there.Thank you for your attention to this matter. I look forward to seeing a fair resolution soon.Sincerely, **** ******* #RA54101 ************
Business Response
Date: 04/24/2025
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.
Issues such as this has to be handled by the club management team. 24Hour Fitness has basketball leagues that pay to use the basketball courts for a specific time. We have forwarded the complaint to the General Manager and District Manager to research and resolve. We have asked that a management team member reaches out to you with the answers you are looking for by the end of business 04/28/2025. You can
Thank you,
Yours in Fitness,
24 Hour Fitness Corporate Office
Initial Complaint
Date:04/17/2025
Type:Customer Service Issues
Status:
ResolvedMore 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.
Dear BBB,I am submitting a formal complaint regarding 24 Hour Fitness *********** location in *********, **. I have experienced ongoing issues related to billing errors, unprofessional conduct by staff, and poor facility maintenance. Despite multiple attempts to resolve these matters directly with the gym, they remain unresolved. Attached, please find the complaint letter and the supporting documents. Thank you for your time and assistance in helping resolve this matter.sincerely, ****** Hagyegi
Business Response
Date: 04/22/2025
Hello ****** Hagyegi,
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 taking my call. As discussed in our conversation we are refunding $158.00. The membership will remain in an Active status. It will be your responsibility to cancel the membership prior to 10/01/2025. A courtesy email will be sent 30 days prior to the renewal date. If the membership is not cancelled prior to the renewal date, the Annual Dues will be charged.
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: 04/23/2025
Dear 24-hour fitness customer care team,
Thank you for your email. I accept your proposal to refund the amount of $158 and continuing the membership until October 2025.
I appreciate your follow-up and prompt considerations.
Regards,

****** Hagyegi

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