Complaints

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

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  24 Hour Fitness USA Inc

  PO Box 2689 Carlsbad, CA 92018-2689

• 

  24 Hour Fitness USA Inc

  870 Amena Ct Chula Vista, CA 91910

• 

  24 Hour Fitness USA Inc

  1640 Camino del Rio N #315 San Diego, CA 92108

• 

  24 Hour Fitness USA Inc

  4655 Frazee Rd Oceanside, CA 92056

• 

  24 Hour Fitness USA Inc

  975 Lomas Santa Fe Dr Solana Beach, CA 92075

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:04/10/2025

  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.

  To whom it may concern Dear ******* I am writing to formally file a complaint regarding an unauthorized charge to my credit card after signing up for a membership at 24 Hour Fitness on February 21, 2025.I enrolled in a one-year membership for $296, along with a ***** pass for $30, bringing the total to $326. I initially intended to pay in cash; however, the sales representative, ****, requested a credit card payment, stating it was only needed to keep on file. When I inquired about any additional charges beyond the $326, **** assured me there would be none.However, two weeks later, I noticed an unexpected charge of $59.99 on my credit card, processed by ****. When I contacted the gym to dispute the charge, he explained that it was an annual maintenance fee. I was never informed of this charge during the enrollment process, nor did I authorize it. When I pointed this out, **** simply apologized for not mentioning it earlier.Following this, I escalated the matter to the General Manager, Eeli, who assured me that he would contact corporate and process a refund. However, despite multiple follow-ups, no refund has been issued, and my calls are now being ignored.I find this lack of transparency and professionalism unacceptable. I respectfully request the following:1.A full refund of the $59.99 unauthorized charge.2.Confirmation that no further charges will be made to my credit card without my explicit consent.Please address this matter promptly, as I would like to resolve this issue amicably. I look forward to your response and a swift resolution.Sincerely,**** ******** ************************************** Phone: ************** Email: ********************

  Business Response

  Date: 04/16/2025

  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.

  All of our memberships excluding limited memberships come with an Annual Fee.  The annual fee comes up on the screen during the enrollment process.  When the National:Platinum Yearly Auto-Renewal contract agreement was entered into a copy of the contract agreement was emailed to you on the same day to be reviewed.  In addition, the agreement also comes with an Authorization for Dues Direct and Annual Fee Payments. Each of our National:Platinum Yearly Auto-Renewal contract agreements required a Electronic Funds Transfer method.  The *** record can be a credit card, debit card, or banking account in order to stay active.  If the *** record is removed from the membership it will go into an invalid payment status, and eventual cancel out.  

  As a onetime only customer service gesture the Annual Fee has been refunded.  A refund confirmation has been emailed to you.  Keep in mind the same time next year, 03/08/2026 the annual fee will be billed as described in the agreement.  Please review the contract that was emailed to you on 02/21/2025 for all of the terms and conditions of 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

  Date:04/10/2025

  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.

  I went into the gym at ************************************ on August 10th 2024. I worked out and then told them at the front that I wanted to cancel my membership because I was moving into a new apartment building with a gym. They told me that they would cancel it. I never received any confirmation but have assumed for the past 8 months that my gym membership had been canceled. When I requested to cancel, they told me that because I paid $250 upfront when I started going in March 2024 that I was unable to get a refund for the remaining 6 months of the year. I told them that I understood but still wanted to cancel. I was never informed about any sort of auto-renew program and was not informed that I needed to decline that. I checked my credit card statement on April 9th 2025 and I saw that on March 25th 2025 I was charged an additional $250 to renew my membership. I reached out to customer service and I told them that there must be a mistake because I canceled this membership months ago. They told me that they didn't have a record of my cancelation and the cutoff for refund was on March 30th. I never received any emails to warn me that I was going to be charged and did not see the charge until April 9th when I reached out to the company immediately. I am requesting a refund of $250 and seem to be getting very minimal response from the company. I am writing this complaint on BBB to hopefully help get this claim resolved and receive my $250 refund.

  Business Response

  Date: 04/16/2025

  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:Yearly Auto-Renewal is a membership that renews each year as stated in the agreement that was emailed to you when the agreement was entered into.  An email was sent to you on 02/23/2025 stating the membership was up for renewal on 03/25/2025. 

  As a onetime only customer service gesture, we have refunded the $250.00 back to the card on file. a refund confirmation has been emailed to you.   

  24 Hour Fitness Corporate Office

   

• Initial Complaint

  Date:04/09/2025

  Type:Sales and Advertising 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.

  For the record, my name is **** ********** and my partner's name is **** ******** *****.We (my fiance and I) tried multiple times to cancel our gym membership. We moved to a new residence in August of 2024 so we initially tried to cancel our membership then but we were told since we had renewed the previous April for a year, we could not receive our money back. We were told we would have to be members until the following April, which we disappointedly accepted.We then canceled the membership far in advance of the renewal date in April of this year. However, my fiance noticed two days ago that she was charged $308 by 24 Hour Fitness. When we called to ask why we were charged, they said when she canceled our memberships she only canceled the primary account and not the secondary account. We politely asked them to refund the amount and cancel the second membership, since we had been charged less than 24 hours prior and we had indicated to them multiple times over the past year that we wanted to cancel our memberships, but they said once they charge us they do not give refunds. We were also frustrated because she had stated she wanted to terminate all accounts that were being billed to her credit card but they did not tell us the secondary membership had to be canceled separately. Most importantly, when my fiance canceled her account, it said on the bill that the "BUDDY ******** had also been canceled, so we were under the impression that we had successfully canceled both accounts. (Proof attached below) We don't wish them ill will, and we normally don't file complaints, but $308 is a lot for us, and we've tried repeatedly to deal with them politely.

  Business Response

  Date: 04/16/2025

  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 for ******** ***** MBR11139119 was cancelled and was not billed since 04/07/2024.  The membership for **** ********** MBR11139100 was cancelled on 04/10/2025.  A cancellation confirmation was emailed on that day.  A refund was processed as well.  A refund confirmation was emailed on 04/15/2025.

  Yours in Fitness,
  24 Hour Fitness Corporate Office

   

• Initial Complaint

  Date:04/09/2025

  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 02/19 I joined the gym. I purchased a yearly membership and was told that I can get 4 personal training sessions that I can use anytime, which I had chosen. I was charged immediately for everything at once.~2 weeks after I joined the gym closed for renovations, to be reopened on 03/28.On 03/19 I was charged an additional $188 dollars. I tried logging on online to see why but I was unable to log in and remained unable to log in to this day. I reached out to customer support, they claimed that I owe them $188 for purchase on 02/19 and requested $50 to cancel billing me.They ignored my requests on 03/20, 03/21, 03/24, 03/26 and 03/31. On 03/31 as gym was open I went and talked to the manager.Manager acknowledged that I was sold the wrong thing ("it should have been explained to you"), and told me that they are going to "see what I can do" with customer support ignoring me. They told me that their system shows that I purchased monthly contract, which I never wanted nor authorized purchase of, I was purchasing one-time purchase of 4 personal trainings. This is the first time I've learned of the existence of a 3-month commitment contract.04/08 they told me that they are not canceling anything until I give them another $***** summarize, their employee made a mistake, they charged me an extra $188 and they are asking for $50 or they will charge me another $188.

  Business Response

  Date: 04/18/2025

  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.

  Thank you so much for the documents you provided.  We have submitted a request to have the personal training sessions without the early termination fee.  We have also refunded $180.00 for the charge on 02/19/2025.  Unfortunately, due to the dispute submitted to the financial institution that provided a provisional credit we are not able to refund the charge on 03/19/2025.  If the financial institution returns the provisional credit to us, let us know and we will be able to refund those funds back to you at that time. In addition, the National:Yearly Auto-Renewal contract membership is still in an active status. 

  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:04/09/2025

  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.

  In February, 2025 I decided to join the 24 Hour Fitness gym in ************* (*********). I spoke with the manager ******* and he offered me six months membership for $201. I accepted and the fee was charged to my credit card on February 20. A week or so later I agreed to pay $560 for 8 training sessions. This charge also appeared on my account.Then unauthorized charges began appearing in March. On March 18 the gym charged me $32 and $169 without my authorization. I spoke with ******* again and he told me to dispute the charges with my bank. I did this and the bank reversed the charges.I then received emails from 24 Hour Fitness threatening to cancel my membership. I was also charged $560 a second time for training, again without ******************* I learned that ******* no longer works at the gym. My entry code to use the gym has been disabled by the gym.

  Business Response

  Date: 04/15/2025

  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 02/17/2025 a Regional:Gold Monthly contract agreement was created which comes with monthly dues.  The agreement was emailed to you on the day it was entered into.  There were two Individual Training:PT 50 minute Custom Coaching Subscription contracts created on the membership.  One contract agreement was entered into on 02/17/2025 for two sessions in the amount of $169.00 a month. The other Personal Training contract agreement was entered into on 03/04/2025 in the amount of $560.00.  All of the agreements are monthly agreements that were emailed to you on the day they were entered into.  Each contract agreement comes with a signed Authorization For Dues Direct Payments as described in the agreements.  The $32.00 invoice is for the Regional:Gold Monthly membership, and the $169.00 is the second payment for the first PT 50 minute Custom Coaching Subscription Monthly contract which was cancelled on 04/05/2025. The $560.00 invoice was for the second PT 50 minute Custom Coaching Subscription Monthly contract.  The check-in code, ********** is still active. The financial institution returned the funds to us after receiving the Authorization For Dues Direct Payments showing that 24Hour Fitness had the signed authorization. 

  A refund of $560.00 for the second invoice of the Training:PT 50 minute Custom Coaching Subscription contract is being processed back to the **** Card ending in 5349. The outstanding balance of $169.00 has been waived.  A refund confirmation and a waive balance confirmation has been emailed to you.  The membership is currently active and will be billed each month in the amount of $32.00.  If you do not wish to continue being billed each month, the membership will need to be cancelled. 

  Yours in Fitness,
  24 Hour Fitness Corporate Office

   

• Initial Complaint

  Date:04/08/2025

  Type:Product 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.

  I purchased a yearly membership for our Au Pair in march 2024 at the 24 hour fitness in **********************************. Unfortunately the Au pair didn't work out so I contacted to store to see if I could get a refund. I was told that I could not get a refund, but that they would cancel the membership and that I could continue to use the membership for the remainder of the year. Then in March of 2025 I saw that I was charged another yearly membership fee without my consent. I called within a week of seeing the charge and was told that they had not cancelled my membership as requested so another yearly fee was charged. When I asked for a refund they said it could not be done. I think this is the businesses fault for failing to cancel the membership when I requested and I think they should be required to refund that fee. As it stands I am paying two years of a service that I have never even used.

  Business Response

  Date: 04/15/2025

  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 are more than happy to assist you with this issue.  Unfortunately, you did not supply any information regarding the membership of your Au Pair.  Please provide a member number, name, birthday, phone number or email address in order for us to find the membership in question.  

  Yours in Fitness,
  24 Hour Fitness Corporate Office

   

  Customer Answer

  Date: 04/18/2025

  Thank you for trying to resolve the matter.  

  The membership was for ******* ******* Fernandez   

  DOB *********

  phone number on account ************

  Please refund the yearly membership fee that was charged to me for the 2025 year.

  Business Response

  Date: 04/24/2025

  Hello ****** ****, 

  Thank you for the identifying information regarding ******* ********* member number MBR12896893. We have refunded the **** Card ending in 1043.  

  24 Hour Fitness Corporate Office

   

  Customer Answer

  Date: 05/03/2025

  
  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:04/08/2025

  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.

  From June 2023-January 2025, I was being charged for 2 memberships from 24 Hour Fitness over at ************************. I changed my membership back in June 2023 from $40 to $20. I was never told that my membership that was more never got cancelled. They have been charging me for the 2 accounts since January this year. Ive tried talking to their GM but he will never get back to me. Ive been calling for the past 3 weeks and still nothing. Im looking to get my refund of over $750 that their company has an obligation to send me a refund and at least give me the decency of calling me back.

  Business Response

  Date: 04/15/2025

  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 $859.79 has been refunded to the Master Card ending in 8248.

  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:04/08/2025

  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.

  Ive been charged for 2 memberships at 24 hour fitness. I made a change to go for the Colorado resident membership which is $20.99. I had the national membership before that was $40.99 but they never canceled that membership. So Ive been being charged for these 2 memberships since June 2024. Ive been trying to contact someone from the office but have not heard from anyone in over 2 weeks.

  Business Response

  Date: 04/18/2025

  Hello ******* *******, 

  This issue was handled under BBB Case Number 23177431.  On 04/15/2025 we replied, "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 $859.79 has been refunded to the Master Card ending in 8248".

  24 Hour Fitness Corporate Office

• Initial Complaint

  Date:04/05/2025

  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 an agreement with 24 Hour Fitness approx 25 years ago. It was a promotional deal where I paid $1300 up front and received a commitment from them that my annual membership dues would then be $99 FOR LIFE. In March 2025, I am one of many members in the same position where they simply emailed me with the following statement "In the current climate of rising operational costs, we can no longer service your membership at the current annual membership rate of $99.00. Therefore, we have made the difficult decision to terminate your membership CT24237 and any associated agreements for upgrades or services effective 05/04/2025"

  Business Response

  Date: 04/11/2025

  Hello ***** *******,

   

  Thank you for your email regarding the membership notification email you received. Unfortunately, there is no way to continue with your prior membership rate. However, we very much value having you as part of our 24 Hour Fitness community and hope you continue your fitness journey with us.
  
  As described in the letter you received, we are pleased to offer you an exclusive promotional rate of $24.99 per month plus Annual Fee for our Platinum monthly membership the most competitive rate offered by your ******* take advantage of this offer, please refer to the membership notification email you received or visit your local club for assistance. The offer is valid through May 31, 2025.
  
  Sincerely,
  24 Hour Fitness Corporate Office

  Customer Answer

  Date: 04/11/2025

  Your response to me "Unfortunately, there is no way to continue with your prior membership rate" is unfortunately not supported by the contract agreement that I signed.

  Your sales *** at the time when this was sold, heavily emphasized that this was a deal "FOR LIFE", so was it mis***resented by that person?

  24 hour fitness needs to honor the commitment made in the contract.

  Business Response

  Date: 04/17/2025

  Hello

  Thank you for your additional outreach. We are unable to make any exceptions and cannot accommodate your request to renew your prior membership.

  We are pleased to offer you an exclusive promotional rate of $24.99 per month plus Annual Fee for our Platinum monthly membership the most competitive rate offered by your ******* take advantage of this offer, please refer to the membership notification email you received or visit your local club for assistance. Please note, the offer is valid through May 31, 2025.
  
  We very much value having you as part of our 24 Hour Fitness community and hope you choose to continue your fitness journey with us.
  
  Sincerely,

  24Hour Fitness Corporate Office

  Customer Answer

  Date: 04/18/2025

  Thank you for your additional response, but still you are not understanding the situation. 

  I have a contract here that we signed 25 years ago that commits to a $99/year annual renewal fee. 

  Your salesperson at the time in the *********** gym (now closed) also stressed this fact multiple times as a key selling point. 

  I will have my attorney look at this for me, but can you explain how this is contractually possible now for 24 hour fitness not to honor that contract and threaten termination?

  Business Response

  Date: 06/04/2025

  Hello ***** *******, 

  As explained in many communication channels we will not be able to reinstate the membership.  Your agreement has been ordered that shows The Right to Cancel on the contract.  When the agreement is received it will be emailed to you.

  24Hor Fitness

• Initial Complaint

  Date:04/05/2025

  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.

  Absolutely filthy womens room with no toilet paper and most of the stalls. Toilet paper s**** about all over the toilet room area and in the blocker area ever since you fired the nice manager everything is just gone to h*** here its at UTC ********* its just horrible.

  Business Response

  Date: 04/11/2025

  Hello *** Lorraine ********************** 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 bring this to our attention.  The complaint has been forwarded to the General Manger, District Manager, and District Maintenance Repair Manager to resolve.  A member of the management team has been asked to contact you by the end of business 04/14/2025.  

  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