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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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    Customer Complaints Summary

    • 893 total complaints in the last 3 years.
    • 405 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 type

    • 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 

    • Initial Complaint

      Date:03/31/2025

      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.
      I HAD TO FREEZE MY ACCOUNT BECAUSE THE ********************** TEMPORARY CLOSED DOWN FOR A FEW WEEKS. WHEN I REACTIVATED MY ACCOUNT, I CHECKED MY ********************** ACCOUNT ONLINE AND IT SAID I OWE ALMOST $90. WHEN I CALLED 24HR CUSTOMER SERVICE, ONE OF THEM SUGGESTED TO "CANCEL MY MEMBERSHIP" IF I DONT WANT THE CHARGES. ARE YOU F****** SERIOUS!?!?!? I ASKED TO SPEAK TO THE SUPERVISOR OR MANAGER AND SHE SAID THERE IS ONLY ONE AND SHES ON LUNCH AND SHELL CALL ME BACK IN 45 MINUTES. I HUNG UP THE PHONE AND WAITED AND NO ONE CALLED ME BACK SO I CALLED THEM AGAIN. FIRST OF ALL, WHY ARE YOU EVEN CHARGING ME ANYTHING IN THE FIRST PLACE IF THE *** CLOSED DOWN? SECOND OF ALL, YOU NEED TO FIRE THE REPRESENTATIVE THAT TOLD ME TO CANCEL MY MEMBERSHIP. NOW, I AM BEING PUT ON HOLD FOR 3O MINUTES NOW.P.S I HAVE ATTACHED A SCREENSHOT OF MY BILL.

      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.

      We understand your frustration, please attempt to refrain from any unfavorable wording in the complaints.  We have emailed the invoices to you that explain the valid charges.  

      24 Hour Fitness Corporate Office

       

    • 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.
      This is about the location at ***************** ****************************************************************************************************** I originally spoke to Jazzi, the assistant manager at the location who specifically told me i would only be charged $228.00 for 4 personal training sessions as a one-time charge on Jan 27, 2025. I was then charged another $228.00 on February 27, 2025. i spoke to the front desk and was told this would be refunded, then no refund still to this day. i purchased a 12 pack of personal training sessions for $720.00 on February 27, 2025 from the trainer ****** and was told it was a 1 time payment and not a recurring payment, sure enough, i'm charged another $720.00 on March 27, 2025. i spoke to the billing department and they notated the account, however they said they weren't able to refund anything because it would have to be a the location. The location is apparently ignoring my request. This is unethical, fraud, and deceitful. Please rectify this situation and make it right. I want to be refunded and this to personal training nightmare to be cancelled. Lastly, I also was injured in my upper back pulling a muscle due to the personal training. My check in ID from the 24 hour go App is : IM32537 Thank you

      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.

      We researched your complaint.  The personal training agreement purchased on 01/27/2025 is an Individual Training:PT 25 minute Custom Coaching Subscription is a monthly subscription.  We see that billing on that agreement was $228.00 a moth.  Four sessions were trained and four sessions for the last billing are still available.  We see that there was a dispute submitted to the financial institution for $228.00

      The personal training agreement purchased on 02/27/2025 is an Individual Training:PT 50 minute Custom Coaching 3-Month Commitment is also a monthly agreement with a commitment period of three months.  We see that you have reached out to our customer service team that explained this agreement can be cancelled after the 3-Month Commitment period is over. The billing for this agreement was also disputed with the financial institution.  Due to the disputes being filed we are not able to refund any of the funds.  In addition, the membership shows that 12 sessions were purchased, and 9 sessions were completed.  

      If the disputes with the financial institutions are dropped, and the funds returned to us we would be able to refund the unused sessions back 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

       

       

    • Initial Complaint

      Date:03/28/2025

      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.
      I was just told that I need to pay an additional $50 to cancel my training session subscription. I don't feel I should have to pay anything I am not comfortable with the training that I received from the trainer and I'd like to cancel the remaining and receive an entire refund for the training I received. I was very clear with the trainer that I expected a plan that would allow me to keep the weight I have and tone.. in fact I told him I'm bulking and I can't afford to lose any weight.. and then I got home and the plan the number one strategy is to lose weight. Ridiculous. Also, the trainer looked more often at my lips than he did at my eyes. I don't know if this is anxiety or what but it made me very uncomfortable. I want a total refund and to be released from this contract and this company. I'm very confused as to how it's taking 3 days and still no refund. Refund me my money and please educate your trainers on professional communication and sticking to their client's goals!!

      Business Response

      Date: 04/03/2025

      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 Individual Training:PT 25 minute Custom Coaching 3-Mth Commitment contract agreement comes with an early termination fee of $50.00.  The agreement was emailed to you on 03/15/2025 that explained the terms and conditions of the agreement.  The complaint has been forwarded to the District Manager, District Fitness Manager, and General Manager to resolve.  We have asked that a management team member reaches out to you by the end of business 04/04/2025.

      Yours in Fitness,
      24 Hour Fitness Corporate Office

       

       

      I was just told that I need to pay an additional $50 to cancel my training session subscription. I don't feel I should have to pay anything I am not comfortable with the training that I received from the trainer and I'd like to cancel the remaining and receive an entire refund for the training I received. I was very clear with the trainer that I expected a plan that would allow me to keep the weight I have and tone.. in fact I told him I'm bulking and I can't afford to lose any weight.. and then I got home and the plan the number one strategy is to lose weight. Ridiculous. Also, the trainer looked more often at my lips than he did at my eyes. I don't know if this is anxiety or what but it made me very uncomfortable. I want a total refund and to be released from this contract and this company. I'm very confused as to how it's taking 3 days and still no refund. Refund me my money and please educate your trainers on professional communication and sticking to their client's goals!!

    • Initial Complaint

      Date:03/27/2025

      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 April 29, 2004, I purchased a lifetime membership from 24 Hour Fitness. My initial payment covered the first three years, and I subsequently agreed to annual payments of $49, starting April 29, 2007. I have faithfully upheld my end of this agreement. However, on March 7, 2025, I received a letter informing me that my lifetime membership was unilaterally cancelled due to 'rising operational costs.' This decision disregards the binding nature of a lifetime contract. Furthermore, as a senior woman with osteoporosis, I rely on the gym for essential, doctor-prescribed strength training using the machines, briefly two to three times weekly. Despite my attempts to resolve this issue by calling their toll-free number (which resulted in repeated hang-ups) and visiting two separate gym locations (where managers were unable to assist), I have received no resolution. This cancellation not only breaks our agreement but also impacts my health.

      Business Response

      Date: 04/03/2025

      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 your email regarding the membership notification letter 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.

      We welcome you to explore our current membership options online at ************************ or at your local club to sign up with a new membership.

      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:03/26/2025

      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 would like a health inspection or whatever kind of inspection you provide to make this gym remove the mold on bathroom floors. The physical condition of 24hr gym on ************************************************************* has gone down to deplorable safety and health conditions especially the last 3 years. Everyday for last 7 months there is Mold on all floors and tiles in women's bathroom and pool area. Pool area has corkboard type flooring around jacuzzi edge that is rotted and moldy where head is suppose to rest. Cork pieces are black and crumbled, falling apart. Womens Lockerroom smells like urine. Pool safety rail is loose. The Handicap shower handhelp shower sprayer has been broken for 7 months at least. Wall hair dryers broken for years. Shower handles are backwards describing hot/cold water. My biggest complaint is the mold and dirty floors constantly at every visit. Dark black mold on bathroom floor tile especially walking towards Pool and shower area.

      Customer Answer

      Date: 04/10/2025

      I don't think I am allowed to take pictures of the womens licker room.  I request repair of moldy floor tiles and broken showerheads and drains.

      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.

      We have forwarded the complaint to the General Manager, District Manager and the District Repair Maintenance Manager to resolve.  We have asked a member of the management team reach out to you by the end of business on 04/17/2025. 

      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

      Customer Answer

      Date: 04/20/2025


      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:03/24/2025

      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 signed up for a 24 hour fitness membership many years ago. The deal I was offered was: Pay 3 years membership upfront, and purchase 10 sessions of personal training and after the 3 years, my rate would be $20.00 (Twenty Dollars) a YEAR for the rest of my life. I sat across from a salesman named ****, and this is the offer that was made. It was a great deal, so I took the offer. And it's been a legitimate deal until today. Today I received a letter terminating that membership. The letter offered a number to call, so I called. They were absolutely no help. They said I should speak with someone at a facility. So I called the gym where I signed up, and they directed me to call the corporate number on the letter. Their counter offer on the letter is $19.99 monthly with an annual charge of $59.99. Not even close to what I agreed to. How is this legal? They sold me something, "for the rest of my life", and have now decided to simply no longer honor it? And their reason was that they can't afford it anymore. And while I understand that, it's not my problem. I'm not the one who offered that deal it in the first place. I call BS, and I would like help to reinstate this membership, for life, as was agreed to.

      Business Response

      Date: 03/31/2025

      Hello *********** *****,

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

      As described in the letter you received, we are pleased to offer you an exclusive promotional rate of $19.99 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.

      Yours in Fitness,
      24 Hour Fitness Corporate Office

    • Initial Complaint

      Date:03/24/2025

      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.
      Me and my x husband have a lifetime gym membership that began approximately 30 years ago for $***** year. About 10 years ago I added a $120.00 add on for lifetime so that I could go to all clubs. In July of 2023 I was notified that I no longer had to pay the extra $120.00 as they have restructured membership and my original ***** would cover all gym membership. I was surprised but figured thats what you get for being so loyal. I have been going to all gyms and then all of a sudden I was turned away as was my x husband who had the same type of account. After several phone calls I was told they decided to restructure again and would no longer allow us to clubs we had been going to for years as part of our contract. This seems like a breech of contract and when talking to local gym managers sounds like others experienced the same issue. Please let me know if I have any recourse as I mentioned Ive been a member for 30 years. Ive already reached out to headquarters and got a canned response and when I responded back that I would like to speak to someone I have heard nothing. Thank you ***** ****

      Business Response

      Date: 03/31/2025

      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 contract agreement signed on 02/28/2001 is an ******** Sport:Annual Prepaid membership. We see that you had an upgrade agreement on your membership, ******** Super-Sport:Annual Prepaid membership.  We apologize for any team member that gave you the information that you did not need the upgrade to visit all clubs.  The agreements were restructured, the old memberships kept the same access levels.  The upgrade of the Super Sport allowed you to visit all clubs.  The information that was given to you by our member service representative was correct.  During COVID we allowed all of or members to visit any club, that courtesy has been removed.  It is our policy not to reinstate any agreement that was cancelled over 90 days.  As a customer service gesture, we are able to reinstate the Super Sport agreement for you.  Please let us know if you would like to have the Super Sport agreement reinstated.  

      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: 03/31/2025


      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:03/24/2025

      Type:Billing 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.
      3/24/25- I am told there was a payment made on my account. I have been at work so I am confused on how a different member got access to my account information, was told there was a balance and had the option to pay on MY account. Im so concerned for everyones safety if they are just giving my information with no concern to my privacy. I was sent a picture with all my information on the screen that was showed to a member of the gym that 1. does not even have the same last name as me 2. was shown the information without my consent or permission. I can send a picture of the information that was shown and taken a picture of, it will not allow me to upload for some reason

      Business Response

      Date: 03/31/2025

      Hello Sahian *******, 

      We have received and reviewed your correspondence submitted to the Better Business Bureau and sincerely apologize for any inconvenience that you may have experienced.

      In order to research the issue further we will need to contact you by phone.  A corporate team member has emailed you requesting additional information and when the best time to contact you.  Thank you for bringing this to our attention.  We found the team member who is responsible and have forwarded the information along to their immediate and upper management team.  

      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: 03/31/2025

      I had called the location to close my membership with them as I dont feel safe. While I was on the phone I was told my membership would be ended and Id receive an email shortly. Im not sure if the same or a different employee again told the other member to tell me id have to pay $50 to cancel. Again, why was that information not told to me directly when I was on the phone with the employee. Instead they keep relaying messages through other members and I am an adult. 

      Business Response

      Date: 04/07/2025

      Hello Sahian *******, 

      An email was sent to you on Wed 4/2/2025 at 3:19 PM by a corporate representative:

      I reached out to the club and spoke with the General Manager who has had a conversation with you regarding the cancellation of your membership.  A request for the membership to be cancelled without paying the early termination fee was denied due to the membership having an invalid payment status.  I was also informed that the person who paid the outstanding balance on the membership is someone you know, ****** *******.  ****** is the add-on on your membership.   Information was provided that you and ****** came in together when your membership was created, and he was added as a Buddy ****** at that time.  In order to cancel the National:Platinum Monthly 12-Mth Commitment contract agreement a $50.00 early termination fee will need to be paid as described in the agreement that was emailed to you on 11/11/2024. 

      24 Hour Fitness Corporate Office

       

      Customer Answer

      Date: 04/07/2025

      I actually created the membership all online. I did not create the account in person so Im not exactly sure where that misinformation came from. I did work out with him a couple of times but im not sure how that means it is okay to give him my information especially regarding a balance. No where on the screen to add him a ***** did I accept for him to be able to see all of my information just for having him come in to work out with me. Im truly upset this gym has still to take any accountability for just giving another member my information, let alone access to take a picture. There has been no accountability and the fact that I am now trying to get charged $50 to cancel even though it is their fault I dont feel safe to go back is just unacceptable 

    • Initial Complaint

      Date:03/22/2025

      Type:Billing 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.
      Charges by 24 Hour Fitness 12/31/24 charge $1.08* 1/05/25 charge $2.98 I approved these two charges on my card..12/15/24 $64.94 Fraud*12/31/25 $37.88 Fraud* 2/28/25 $37.88 Fraud. I have received another charge by 24 hour Fitness March 3rd unauthorized after my last complaint. I was told a video on a $2.95 charge was proof I authorized my card to be on ******************* that's an absolute lie* I pay my membership via ********** through **** as I am a veteran. I never authorized these payments I don't even know the man I want all his info including address* The membership manager is a liar* The female African American desk clerk told me she accidently put my card on Mr. ****** account when I paid $2.98* never told her or anyone to apply my card to Mr. ****** account* the video shows me making a payment of $2.95. I'm very disappointed in the unprofessionalism by the staff* I live by a code of honor and respect * I've been charged fees for a man I don't even know. I want these charges reversed and I want a meeting with a corporate rep. * I will report to my local news and the Texas attorney General. Pure fraud * video is ******** no sound* I have no reason to lie i can add a friend or family member to action /fit for $20 a month * never approved my card to be put on any account at **********************. Check in #************

      Business Response

      Date: 03/28/2025

      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.

      Unfortunately, we are not able to find the membership with the information provided.  We have searched the database by phone number, email address, and name.  please provide additional identifying information in order for us to find and research your complaint. 

      Thank you, 

      24Hour Fitness 

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

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