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.

close

Find a Location

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

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  24 Hour Fitness USA Inc

  PO Box 2689 Carlsbad, CA 92018-2689

• 

  24 Hour Fitness USA Inc

  9550 Miramar Rd San Diego, CA 92126

• 

  24 Hour Fitness USA Inc

  1660 Broadway Chula Vista, CA 91911

• 

  24 Hour Fitness USA Inc

  5885 Rancho Mission Rd San Diego, CA 92108

• 

  24 Hour Fitness USA Inc

  10025 Carmel Mountain Rd San Diego, CA 92129

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:03/24/2025

  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.

  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:

  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.

  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:

  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.

  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:

  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.

  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 

• Initial Complaint

  Date:03/21/2025

  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.

  I froze my membership in 2024 after temporarily leaving/traveling out of state. Additionally, their poor/lack of locations and poor sanitation are widespread issues and also notable. The ******************* location is in a ************ area that is notable for crime. The only other 24-hour fitness locations that are actually open 24 hours in the area are in ******** and **********, which are both out of *********** and county limits.On Thu, Aug 22, 2024, 11:13 AM, I received an email freeze notification On October 28th, 2024, I called ******************* 24 Hour Fitness, confirming the freeze. On February 21, 2025, I called ******************* 24 Hour Fitness to look into potentially canceling or continuing my freeze. I was informed that my membership was ALREADY CANCELED and no further action was required on my end. On March 13, 2025, I received an unauthorized charge notification for $72.67 to my **** ending in 0243. I called and found out that my membership is now "active." I have zero emails about ANY of this. I called the front desk of ******************* 24 Hour Fitness and they said a manager would call me back. They never called me back. On Fri, Mar 14, 7:45PM (7 days ago), I sent the 24 hour fitness customer service email a complaint. On Mar 17, 2025, 10:01AM, I received an email response back saying they are refusing to refund the charge and have refused to follow-up with any evidence that I reactivated my membership after calling on February 21, 2025.On Mar 21, 2025, I called around 2:00 PM and reached the manager, ****, who refused to accommodate any requests and basically didn't care at all and also didn't want to help me with my experience at the gym (or even ask why I had canceled or don't want to continue--zero customer service). They also couldn't validate phone records or record their front desk calls. I have phone records I called on February 21, 2025. I haven't stepped foot in a 24 Hour Fitness since August 2024 and believe I owe this business nothing.

  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.

  The freeze confirmation you received explained the terms and conditions of the freeze.  The membership came off freeze on 02/21/2025.  The charge for $42.39 is for 03/13/2025 through 04/12/2025.  The prorated charge for $29.38 is for 02/22/2025 through 03/12/2025.  Nonuse of the club does not determine membership.  The membership was cancelled on 03/13/2025 a cancellation confirmation was emailed to you on that day.  As a onetime customer service gesture, we have refunded the total amount of $72.67.  

  24Hour Fitness

   

   

• Initial Complaint

  Date:03/21/2025

  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.

  I had a lifetime membership, paying $49 a year. I renewed my membership in October, 2023 for my annual payment, which should have expired in October 2024, at which time I should have received another renewal notice. I have been out of the country for some time, and now that I am back I see that they cancelled my membership in January, 2024. I see that typical responses by this organization (which declared bankruptcy) include 'sorry, too much time has elapsed to reinstate your membership'. I received such a response and asked for proof that I cancelled. I have not heard a response to this (they cannot provide proof).I find it reprehensible that a company is allowed to get out of contracts that they agreed to and now find financially unsatisfying.

  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 have not received a payment since October 2022.  The payment was made in club 10/06/2022 at 02:14 PM.  A renewal notification was emailed on 09/25/2023 with an invoice date of 10/25/2023.  we did not receive the payment.  A cancellation confirmation was emailed to you on 01/24/2024.  Unfortunately, we are not able to reinstate a cancelled membership that was cancelled for more than 90 days. If there is additional information that should be considered for your request, please let us know.  
  
  We have memberships available online, or your local club would be happy to assist you in purchasing a new membership to meet your needs.  

  Thank you, 

  24Hour Fitness 

• Initial Complaint

  Date:03/21/2025

  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 called in August of 2024 to freeze TWO accounts on a ********************** plan, I requested a freeze on ******* ****** and **** ******** memberships, i asked if i was going to be charged ANY fees while the freeze was set due to change in our income and living situation. I was reassured i WOULD NOT be charged for anything as long as the accounts are frozen. I reiterated my situation and stated I would rather cancel my membership if im going to be charged ANYTHING during this freeze, but i was reassured nothing would be charged until i unfroze the account.The next month, i am charged for ONE of the accounts, when i called, the associate let me know there was a balance and the freeze could not go thru, "pay the balance, call back and we can proceed with the freeze". I paid it and called back the next day. I asked once more, will i be charged anything moving forward? I was assured again no, nothing is charged while on a freeze. Feb 2025 comes around and I noticed i was STILL being charged, MY account (******* ******) was NEVER frozen even after TWO phone calls.I called again and the associate stated there was NO freeze on my account. In fact, the associate i spoke to before should've made me aware to call back if i didn't receive a confirmation email.I asked if she could refund the previous charges; she was able to refund two months of fees. March 2025, i receive TWO new ******** charged for DIFFERENT amounts. Thinking this is fraud, i call explained the situation to the associate and asked to speak to a manager. When he gets on the phone, he sounds annoyed to be dealing with me. Explains, these fees are the annual fees and those never get frozen. There is NOTHING he can do. At this point im ready to take the loss, HOWEVER, this morning i get ANOTHER $77 charge. Im frustrated, i love this gym however, Im out close to $350 because of monthly gym fee + annual fees. I asked multiple times if i were to be charged ANY fees and was told NO repeatedly.

  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.

  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 were able to find the membership for ******* ******.  Unfortunately, the membership was not frozen in August.  We see that the club team member has processed three refunds.  We have refunded an additional 5 months of refunds which is equivalent to the 8 months the membership should have been placed on freeze.  The refund amount of $140.25 was processed.  We see that the membership was placed on freeze 03/10/2025.  A freeze confirmation was emailed to you on that day, please review the terms and conditions on the freeze confirmation.  Any additional freeze time come with a $15.00 a month freeze fee or documentation as to why additional freeze time is requested.  The terms and conditions of the freeze state that the annual fee will be charged even if the membership is on freeze.  

  We are not able to find a membership for **** ******. Please provide additional Identifying information in order for us to locate the membership: phone number on the membership, birthday, email address, or the membership number. 

  Thank you, 

  24Hour Fitness 

  Customer Answer

  Date: 03/30/2025

  **** ******* membership should also be under the same account.

  birthday: *************

  email: *********************************

  phone: ************ 

  membership ID: ***********

  Business Response

  Date: 04/04/2025

  Hello ******* ******, 

  The memberships for you and **** ****** are add-ons to ***** ******** membership where he is the primary member.  ****** membership was frozen for 6 months as requested.  The $77.20 charge was on 03/20/2025 as described in the freeze confirmation that was emailed to ********************************* on 08/23/2024 at the time the membership was frozen.  The charge consists of the Annual fee, which is due even if the membership is frozen, please refer to the freeze confirmation that explains the annual fee. The monthly dues when the membership came off freeze and a freeze adjustment which is for the time the membership wasn't frozen, 02/23/2025 through 03/19/2025.  There was also a credit applied in the amount of $24.84. We are emailing the breakdown of the $77.20 to ****** email address.  We are not able to email that information to you as he is not on your membership, and you are not on his.  At this time ****** membership is active as described in the freeze confirmation.  In order to refreeze ****** membership, we will need to know the reason for the freeze to determine the type of freeze to place on the membership. 

  Yours in Fitness,
  24 Hour Fitness Corporate Office

   

• Initial Complaint

  Date:03/21/2025

  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.

  On 12/33/24, 1/11/25, and 3/7, I reached out to management ****** ******** (Fletch) to advise of health standards and concerns. I continued to request them to be addressed however, his lack of response has lead me to my complaint. My complaint is as follows. Dust, grime, excessive hair and smell in the bathrooms and sinks. The gym requires a deep cleaning of all equipment, fans, ventilation and sanitation of weights. The restrooms require mold checks and replacement of mats.

  Business Response

  Date: 03/26/2025

  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, and the 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 on 03/27/2025.  

  Thank you for bringing this to our attention. 

  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:03/18/2025

  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.

  Date of Transition 10/1/2024, $290 In 2023, I stopped using this gym and in October 2023, their auto-renew system charged me for a full year of membership. At that time, I called the gym and, while I agreed not to request a refund, I explicitly confirmed the cancellation of my membership and the auto-renew system.However, in October 2024, I was notified by my bank that the gym had once again charged me for another full year of membership. Since then, I have contacted the gym multiple times every month. Each time, an employee claiming to be in charge told me that this was the first time they were hearing about my issue and that they would handle it immediately and get back to me. Unfortunately, despite these assurances, nothing has been ******* is now March 2025, and the gym has still not processed my refund. In my most recent call with them this month, they denied that I had ever contacted them before, refused to issue a refund, and treated me with a hostile attitude.I have not used the gym even once since October 2023, yet I have been continuously charged for a membership that I explicitly canceled. Given their repeated failure to address this matter, I am seeking BBBs assistance in obtaining a full refund for the unauthorized charges.

  Business Response

  Date: 03/25/2025

  Hello Lingdong Pan, 

  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 contract agreement entered into on Regional:Gold Yearly Auto-Renewal that renews automatically each year.  The only way to confirm a cancellation is to have been emailed a cancellation confirmation when the membership is cancelled.  The email address on the membership is different than the one used in the complaint.  The email address on the membership is **********************************.  The membership was never cancelled.  Use of the club does not constitute membership.  We see that you logged on to the membership on 03/18/2025 to finally cancel the membership.  At that time a cancellation confirmation was emailed to the email address on file. We offer our members several ways to cancel the membership by phone to our member service center or in writing. Members send written notice to ******************************** or 24 Hour Fitness P.O. ************************** Attn: ************* or 24 Hour Fitness *****************. City of Industry, CA *****, or online by visiting ******************************************************************************; Any one of the cancel channels could have been used in the last couple of years to cancel the membership.  As a onetime only customer service gesture, we have refunded $290.00 back to the **** card ending in 6332.  A refund confirmation has been emailed to the email address on file. 

   

• Initial Complaint

  Date:03/15/2025

  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 was harassed by a sales person named Jasmine at the **************************************, she said her employee number was *****. When I told her that I felt harassed she immediately replied youre nobody for me to harass. As a business owner myself, if one of my salespersons said that to a client, theyll be fired immediately. The issue is ********** issued me a new card for my business account and so Im guessing the old card payment didnt go through, so last week Saturday 03/08/2025 was the first time I was stopped and questioned in a condescending manner by these two ladies who work the front desk Jasmine with employee number ***** and ******* *******, I felt like they were very disrespectful without trying to explain the situation to me they basically were demanding money and I told them that I just made a payment on February 19th but they didnt care. I had to start video recording them before they suddenly became nice, its funny how a camera will put people in their best behavior. This morning 03/15/2025 I was stopped again regarding payment so I immediately gave them Cash to avoid the back and forth. After payment I walked away and turned back to ask for my receipt to avoid being harassed for payment again but Jasmine told me since I had already walked away I cannot get a receipt so I explained to her that I need a receipt to avoid being harassed again because I felt like they were harassing me and she said youre nobody for us to harass. Is this how ******* trains their salespeople to talk to clients? Why are you guys disrespectful only because you think someone didnt make a payment? Why do you guys become mean to your clients when you think theyve not made a payment? Its only $36.99 for crying out loud! I wonder how youll treat people if you thought they owed $1000, youll probably spit in their faces and call the police, its disgusting!!!! This will be my last month at this unprofessional 24hour fitness. I guess you guys have too many members.

  Business Response

  Date: 03/20/2025

  Hello ******** O,

  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 a membership to research the issue for you with the information provided.  Please provide additional identifying information in order for us to research your issue.

  Thank you, 

  24Hour Fitness