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Business Profile

Health Club

24 Hour Fitness USA Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Health Club.

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

    • 892 total complaints in the last 3 years.
    • 406 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:04/04/2025

      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.
      The 24 hour fitness in ********* ******** is disappointing dirty. It has to be a health hazard to allow members to pay for usage of the gym while there is filth everywhere. The restrooms are always dirty , the showers have grime and is constantly in the same condition seems nothing is cleaned for weeks. The sauna , hot tub and pool is filthy and have greenish colors growing from the surfaces . There is a huge crater in the back of the gym that us members trip over and could get badly hurt from. The gym just trys to cover it as if it wasnt there. The machines are broken for extended periods of time. I am there 5-6 times a week and have never seen an employee actually cleaning any surfaces. This place should be closed for 6 months by the health department to be completely cleaned and corrected for over due negligence.

      Business Response

      Date: 04/11/2025

      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 bringing these club issues to our attention.  The complaint has been forwarded to the District Manager, General Manager and District Repair Maintenance Manager to resolve.  We have asked that a member of the management team reach out to 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

    • Initial Complaint

      Date:04/04/2025

      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.
      ********* ******* LOCATION.MANAGER ***** **** MAYORE. THIS PLACE IS A MESS. I DO NOT KNOW WHERE TO BEGIN. TALKING TO THE MANAGER IS BEYOND USELESS. DO NOT FORWARD THIS TO THE ********** AS IT WILL GO IGNORED. YOU MUST FIRE MOST OF THE STAFF INCLUDING BY NOT LIMITED TO THIS MANAGER. CODE VIOLATIONS. THERE IS A RIDICULOUS AMOUNT OF EQUIPMENT BLOCKING EMERGENCY EXITS. THIS EQUIPMENT HAS BEEN THERE FOR A LONG TIME AS IT LOOKS LIKE IT HAS YEARS AND YEARS OF DUST COLLECTING. UPSTAIRS. MEMBER HARASSMENT AGAINST OTHER MEMBERS. FIGHTING, DISCRIMINATORY BEHAVIOR, LOUD BEHAVIOR, THREATS, ETC. PEOPLE FIGHTING IN THE BASKETBALL COURT, NO SUPERVISION UPSTAIRS WHATSOEVER. LITTLE TO NO MEMBER ENTRANCE SUPERVISION HOSTILITY AND FIGHTING OVER SHARING MACHINES. NO SUPERVISION STAFF HARASSMENT TOWARDS MEMBERS FOR COMPLAINING IN THE FORM OF RETALIATION AND GOSSIP. THIS HAS BEEN GOING ON FOR A LONG TIME STAFF LAZINESS AND TIME WASTING WHILE MUCH OF THE EQUIPMENT HAS NOT BEEN REPAIRED, MAINTAINED, CLEANED, NOR UPDATED. THE ****** STEAM ROOM, POOL AREA, BATHROOMS, LOCKER ROOMS, JACUZZI ARE BEYOND FILTHY. THERE IS BLACK MOLD, COCKROACHES, ANTS, GNATS, LIME, DEAD SKIN SELLS AROUND HOT TUB, MALFUNCTIONING STEAM ROOM THAT SMELLS OF URINE, SAUNA THAT REAKS OF SWEAT AND URINE. THERE ARE OBSTACLES, SIGNS, BOARDS, ADVERTISEMENT, BOXES, AND RANDOM EQUIPMENT LAYING EVERYWHERE. THE COUNTY AND UPPER MANAGEMENT MUST INSPECT THIS LOCATION THOROUGHLY AND UNEXPECTEDLY. THIS PLACE NEEDS TO BE OVERHAULED AND CLOSED DOWN. IT IS NOT SAFE.

      Business Response

      Date: 04/10/2025

      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 identifying information provided is not sufficient to find a membership for you.  The complaint has been forwarded to the proper business partners to resolve.  We will not be able to contact you due to the information you provided is not sufficient to reply to.  

      Thank you for bringing these issues to our attention.

      Yours in Fitness,
      24 Hour Fitness Corporate Office

    • Initial Complaint

      Date:04/04/2025

      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.
      In 2001 my wife and I signed up with a special deal 24 hour fitness was offering: 3 years Pre payment, and after that it would be $49 each per year For Life . Recently I received a letter saying that my Grandfathered membership was canceled as of 04/02/25. I spoke with the manager of the gym in **************** where I go too, as well as calling customer service, and both said: Sorry, nothing I can do for you!If they are aloud to do that, tomorrow my bank will call me and change my fix rate mortgage to higher interest rate. I just want my membership for the price I purchased and for the time I was promised to be.

      Business Response

      Date: 04/10/2025

      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 forwarded the concern to our business partners to review.  After reviewing your complaint, they will email you with the results of their research. 

      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:04/04/2025

      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.
      4/4/25- the steam room (wet steam room) has green algae growing on the walls. The steam room is also extremely dirty and seems like it is never properly washed. It also smelled horribly in there. The glass door had brown crust, algae, and dirt all over it. My ******** approached the manager of the club and he said that he would have to get a power wash to clean it. He also told me that they recently let the cleaning crew go. You don't need a power wash to clean it. A bucket of hot water, soap & a sponge should work but he was too lazy to even do that.4/5/25- went in the steam room again and it has gotten worse, has not been cleaned. This club is outdated, has plumbing issues, the bathrooms are disgusting, the steam room probably has spores in the air due to the algae and people are breathing it in, equipment stay broken for months. And now there is no cleaning crew.

      Business Response

      Date: 04/10/2025

      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 for bringing these issues to our attention.  The complaint has been forwarded to the General Manger, District Repair and Maintenance Manager.  We have asked that a member of the management team to reach out to you by the end of business on 04/11/2025.  

      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:04/03/2025

      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.
      I have had a membership with 24 hour fitness fitness For $99.00 annually for a long time. Now I have received a letter stating that they will terminate my membership agreement. EA88839. They now want to charge me $24.99 a month monthly and also a $59.99 99 annual fee. My question is, can they do this? Can they cancel my contract? My resolution is to continue with my current contract off $99 annually.

      Business Response

      Date: 04/10/2025

      Hello ***** ******,

      Thank you for taking the time to contact us regarding the membership notification letter you received. As discussed, 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 email or 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 to join online or visit your local club for assistance. The offer is valid through May 31, 2025.

      Sincerely,
      Member Services Team

    • Initial Complaint

      Date:04/02/2025

      Type:Order 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 entered in to an agreement to receive personal training for $188.00 for two sessions and was told I could cancel anytime without penalty. When I asked to cancel the Automatically renewed upcoming training I was told that they would not credit the amount billed even though I had canceled 3 days prior. I was told two different versions. one that I could not cancel once I had been billed. But the billing happens automatically upon agreement then monthly. then I was told there was a "cap" date that I can not cancel after. Non of this was explained to m initially.

      Business Response

      Date: 04/08/2025

      Hello ******* Link, 

      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 Personal Training agreement contract agreement entered into on 02/26/2025 is an Individual Training:PT 50 minute Custom Coaching Subscription Total # of Sessions per Month: 2.  The agreement was emailed to you for your review. 

      We see that four sessions were paid for, and 3 sessions were consumed.  There is one session remaining.  We see that the dates the sessions were consumed mirror the club usage dates on the membership.  We have refunded the cost of the one remaining session in the amount of $94.00 back to the card on file ending in 4294.  The Personal Training agreement was cancelled on 04/02/2025, a cancellation confirmation was emailed to you.  A refund confirmation has been emailed to you as well.  

      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: 04/11/2025


      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,

      ******* Link

       

    • Initial Complaint

      Date:04/01/2025

      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.
      My account is still being charged after cancellation of my subscription , i want my subscription cancelled for good

      Business Response

      Date: 04/08/2025

      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 does not state when the membership was to be cancelled.  There isn't any indication on the membership that a cancellation request was made.  The membership was cancelled on 01/08/2025 as a result of an email that was submitted to our member service team.  We rely on our members to inform us of any unwanted charges within a 30-day period. Club visits do not determine membership status. 

      Thank you, 

      24Hour Fitness Corporate Office 

    • Initial Complaint

      Date:04/01/2025

      Type:Billing 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.
      Ive been paying for a club membership for a club that has been inactive Saddlebrook closed down since 2020. I need to speak with someone about this billing and membership. Ive been unable to reach anyone by phone. Originally my membership was with ****** who went bankrupt then 24 Hour Fitness has been charging me $20 a month since ********************************************************************* for 4 to 5 years monthly for a membership a closed gym. Ive also been charged years prior after Ballys went bankrupt.

      Business Response

      Date: 04/07/2025

      Hello ***** *******, 

      Thank you for taking the call from the corporate team member today.  As agreed, the membership has been cancelled, and a cancellation confirmation has been emailed to you.  

      Yours in Fitness,
      24 Hour Fitness Corporate Office

       

      Customer Answer

      Date: 04/08/2025


      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:04/01/2025

      Type:Order 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 for ********* back in 2005. I signed up at the *************************. This was an Sports PLUS club. At the time I was told I will have access to all Sport PLUS clubs for the duration of my membership. I have been using the Sport PLUS clubs up until the end of last year. But I tried to go to a Sports PLUS club last week and was told I do not have access to the club. This is a breach of contract. I have tried to contact the company and have emailed them and have got not response.I have paid my membership dues on time every year.

      Business Response

      Date: 04/07/2025

      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 agreement entered into on 01/09/2006 is a Keep Fit Plus Membership Agreement Contract.  This contract allows access to All Fit-Lite, Express Clubs, Active Clubs and Sport Clubs.  We no longer have Fit-Lite, Express Clubs.  Your membership gives you access to our Active and Sport Level clubs.  There are Super Sport clubs on the membership as well: Hermosa Beach Super Sport, Torrance-PV Super Sport, *************** Super Sport, Long Beach Super Sport, Santa **** Super Sport, ******************* SuperSport, ****** **** Super Sport, UTC Super Sport, Balboa Super Sport, Carlsbad Super Sport, and West Hills Super Sport, not all Super Sport clubs are accessible to you.  We are able to add one additional Super Sport clubs to your membership.  If you would like us to add the Walnut Creek *************************** to your membership, please let us know.  If you would like to have the opportunity to visit all of our club's nationwide you would need to upgrade the membership.  

      A copy of your agreement has been emailed to you for your review.

      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: 04/07/2025

       

      At the time I opened my membership, I was told I would have nationwide access.  Also, all the Super Clubs you list are all in ********************
      I no long live in that area. But pleas add the Walnut Creek, CA club to my membership.

      Business Response

      Date: 04/14/2025

      Hello **** ********,

      We have emailed you a copy of your agreement which outlines the category of the clubs the agreement allowed.  We have submitted a request to have the ***************** added to your membership.  

      Thank you, 

      24Hour Fitness

       

       

      Customer Answer

      Date: 04/17/2025


      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:03/31/2025

      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.
      Hello,My name is **** ******. My son ****** ****** is college student and use 24 Hours fitness gym close to our house when he is on vacation back home. Last time he used it was in summer 2024.For some reason at the beginning of this year he was billed on Jan 6th, 2025 - $49.99and Feb 6th, 2025-$49.99 He tried to call and ask for refund but nobody replied to him. Per contract his account was frozen because he was using college guy and he goes to 24 Hours fitness just on ********** is legal 24 Hours fitness to take money from a college student without any authorization and using their debit card that is for food.Please help to get back money that were took from his account his authorization.

      Business Response

      Date: 04/07/2025

      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.

      ****** ****** is the adult primary member on this membership.  Our policy is to discuss any membership issues with the member.  As a onetime only customer service gesture, we will answer the questions brought up in this complaint.  The National:Platinum Monthly Promotion contract agreement entered into on 07/05/2023 was placed on a six month freeze on 7/05/2024.  The freeze confirmation was emailed to ******************************** on that day explaining the terms and conditions of the freeze.  The freeze was scheduled to come off of the membership on 01/04/2025.  The agreement comes with an AUTHORIZATION FOR DUES DIRECT AND ANNUAL FEE PAYMENTS that was signed by ******, which authorizes 24Hour Fitness to bill the card on file for all dues and Annual Fees.  When the membership came off freeze it was billed as described on the freeze confirmation that was emailed to ******. A refund is not due to the member.   

      We have refunded the $99.98 back to the card ending in 5140 as a onetime only customer service gesture. It is the responsibility of the member to review all communications regarding the Membership agreement and freeze confirmations that are emailed to them that define the terms and conditions of the contract.  We see that the membership has been terminated.  A termination confirmation has been emailed to the member along with a refund confirmation. 

      24Hour Fitness 

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

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