Business Profile

Health Club

24 Hour Fitness USA Inc

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Complaints

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

Customer Complaints Summary

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

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:03/13/2025
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 03-12-2025 I went to your branch located at ****************************************, when I was doing my workout and trying to use one equipment somebody came to me and he told me that he reserved this equipment and he said'' I put my bag pack beside the equipment' , by the way this equipment was empty at that time and when I tried to use it , he was working on the other equipment , also when I told him let me finish my workout he pushed me aggressively and he was so rode with me , as when contacted your employee his name, ( ******* Jubilation) to solve the issue there, unfraternally he was not helpful and not professional to handle his job , so I call 911 and the police officer attend and he tried to get some information about this persona by watching a camera video but your employee said ''he doesn't know the person full name and his contact details , so I need to open investigation about this issue from your end and solve this problem in the right way to avoid this bad action in the future with other members . keep in your mind that my family and I are membership at your gym four five years . Thanks, ****** ******** Tel ************* E-mail ************************
Business Response
Date: 03/19/2025
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 and the District Manager of the club to resolve. A management representative has been asked to reach out to you by the end of business on 03/20/2025.
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:03/13/2025
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.
When I signed the contract with them close to 15-20yrs ago I was suppose to be locked in for $100 per year for life. Now the price just keeps going up. I can't reach anyone in corporate and none of the managers can help they only refer to sending corporate an email. Which i did and not getting a response back.
Business Response
Date: 03/14/2025
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 see that a club team member adjusted your dues on 02/29/2024 waiving $54.00 off of the increased dues amount. Unfortunately, the team member did not have authority to waive the increased balance. In order to maintain the membership, the increased dues amount is expected to be paid in full. At this time the invoice for 03/15/2025 in the amount of $257.40 is available to be paid. If the membership is cancelled due to nonpayment, we will not be able to reinstate the membership. An email has been emailed detailing the reason of the increase. In addition, we have emailed the agreement that shows the Right to Increase Dues by 24Hour Fitness. If you have any additional questions, please reply to the email.
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 ****************
Customer Answer
Date: 03/18/2025
They spoke on a lawsuit that happened in 2018 that I was not aware of, didn't get an email or letter about it! Or I would have definitely fought for it.. Just like this year I did not get and email, call or letter about my bill for 3/15/25 so if I wasn't already aware that I normally pay around this time it could have passed and I lost my acct. Fell like it's was designed for me to lose my perks so they can put me on another plan in their benefit. I think if I signed that contract over 15 plus years ago to be locked in for $100 a year it should be honored. shouldn't have to be going back and forth about it..
Business Response
Date: 03/24/2025
Hello ******* ******,
The email communication has been going to the email address on file, ****************************. Please check your junk and spam emails as well. As explained in the emails that we have sent to you, that were replied to the time to dispute receipt of a Notice has passed. We have also emailed the Agreement Contract signed on 03/15/2010 that shows the Right to Increase Dues by 24Hour Fitness in section 3C. The increased amount for the membership will stay in place.
Thank you,
24Hour Fitness
Initial Complaint
Date:03/08/2025
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 injured December 14th. I called December 15th to freeze my gym membership. It was frozen for 2 months until February 16th. I called the gym on February 11th to extend the freeze further. They confirmed they would pass the information to the manager. I was charged ***** on February 19th. When I called on the 19th to question why I was charged, they had said someone went into my account and manually charged me from their end. They said only upper management can reverse the charge. I called twice within a week after and each time upper management is not here. I get charged a second time on March 4th *****. I get furious and call yet again on March 7th, this time demanding upper management to speak with me. I get told they will be here tomorrow 7-11am. So i called at 10am the next day, and ask to speak with upper management. I get told ok and placed on hold for AN HOUR. I hang up knowing no one would pickup. I called right after and over 6 times and no pickup from the front desk. I decided to think smart and called from a different phone with a different number and CONVENIENTLY they picked up. I asked to speak with upper management and they say upper management just left.
Business Response
Date: 03/12/2025
Dear ***** **********,
We have received and reviewed your correspondence submitted to the Better Business Bureau and sincerely apologize for any inconvenience that you may have experienced.
Per our records you were placed on a freeze from 12/16/24 - 02/15/25 this was on the freeze confirmation that was emailed to you upon the initial freeze. You were then charged a prorated dues amount on 2/17/25 as you were reactivated. The charge of $57.57 is for the Annual Fee that is nonrefundable and would be charged regardless of being on freeze.
At this we have refunded for the charge upon reactivation for the 2/17/25 $56.43, you will receive the refund in 5/7 days back to the method of payment.
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:03/05/2025
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 originally paid $154.99 for a membership between 2/18/20-3/9/20, but due to unforeseen circumstancesincluding a pandemic-related job loss and relocation over 50 miles awayI was unable to use it. At the time, I was informed that if I returned to an area with a gym location, I would be able to use the amount I had already paid. Now that I have moved back to an area with gym locations nearby, I expect that commitment to be honored. I would like to request applying my previous payment as a credit toward a new membership.
Business Response
Date: 03/07/2025
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.
According to our records, your membership was terminated on 05/20/2020 per your request. We are unable to reinstate your membership at this time. 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.

We look forward to servicing your fitness needs in the future!

Your 24 Hour Fitness ************** Team
Initial Complaint
Date:03/05/2025
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.
*** had a lifetime membership with 24 hours fitness fitness since 1984 where I only pay ***** membership fee per year. Unbeknownst to me, they cancelled my membership. No notice or letter. This became a problem at the end of 2024 cause I didnt get a bill and cancelled the gym and they said my membership was cancelled! Now what should I do? Ive approached the gym with no success. Please help me. Im a senior with a disability and on ********** . I only go to the gym a few times a year. Thanks. ******* *****
Business Response
Date: 03/07/2025
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.
Our records indicate that a renewal notice was emailed to you on 12/08/2022: Invoice Due Date:12-28-2022. The membership was cancelled due to lack of payment on 03/29/2023. A cancellation confirmation was emailed to you on that day. Unfortunately, too much time has lapsed from the time the membership was cancelled to have the membership reinstated. Please check with your insurance provider to see if they offer health club memberships as a part of their benefits. 24Hour Fitness also offers competitive rates on our one club memberships.
Thank you,
24 Hour Fitness Corporate Office
Initial Complaint
Date:03/02/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The membership was initiated less than a year ago and when I signed up I was told the gym would be empty especially in the very early morning hours, the parking was safe, the equipment is clean, etc., etc., This gym is NOT clean- there are endless complaints online about this. The parking lot is NOT safe as I hear about vandalism at this gym parking lot from members that have quit or some active members that are planning to quit and move on to some new gyms that have opened like Iron Lair; I have also seen new graffiti sprayed on the walls. And, I have read reviews or heard from ex-members about how people have seen actual major altercations in the parking lot or vehicle break-ins. No one in their right mind that has any sense of security would park here. This location has countless bad reviews and 1-3 out of 5 star ratings on Tripadvisor, Yelp, and other review sites. There are also many comments that verify my complaints about how dirty this location is and how it's always way overcrowded and so on. As a matter of fact one of the popular suggested searches is "24 Hour Fitness Torrance Busy".I barely had time to use this membership because the parking lot would always be full or there would some suspicious activity in the parking lot when I would drive by. I have experience in security but you dont have to be a security expert to know that this place is NOT the safest place to be especially during the early morning hours. This gym needs to ****** my membership and provide a FULL REFUND for non-delivery of their product/service. I did NOT get ANY VALUE out of this gym and the stress of the lack of security and overcrowding at this gym make it far more of a risk than it could ever be worth.
Business Response
Date: 03/07/2025
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.
Unfortunately, we are not able to honor your request for a full refund for the year. The membership was entered into on 03/14/2024 and is still active. 24Hour Fitness is not able to qualify the safety of the outside areas of our clubs. We do not own the parking areas that our clubs. The issues with the vandalism, or graffiti should be addressed to the property management team of the location. We offer our members a cooling off period when they enter in contract agreements with us. This gives them the opportunity at that time to review any social media reviews, conditions of the club, parking, along with any other areas of concern. The member may cancel during the cooling off period if the member comes to the conclusion that this particular club location is not a good fit. There were two club check ins on the membership, 03/25/2024 and 04/13/2024. Your agreement is a Platinum Yearly Auto-Renewal contract agreement. This agreement allows the member to use any club in the area. Nonuse of the club is not a reason for a refund. The membership has been cancelled, a cancellation confirmation has been emailed to you.
24 Hour Fitness Corporate Office
Initial Complaint
Date:02/28/2025
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 am a member at 24 hour fitness since 4/2/2006. I had to pay a one time initial payment (I believe it was over $600 in 2006) and then pay $29 per year forever. I have been paying $29 since 2006 but somehow starting 2024, the billing system started to asking me to pay $74 per year and is asking me to pay $74 again this year. I am concerned that this agreement was not held on the company end and I am very disappointed. Here is my membership info: ***** *** Membership GE28950 I like to speak to the proper personal at 24 hours fitness to resolve this issue, but was not able to connect with the right person.
Business Response
Date: 03/07/2025
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.
Due to the decision made through the courts, the increase will stay in place. An email has been sent to you explaining the terms and conditions of the dues increase.
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:02/28/2025
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 am moving to ******, ****** in a few days. There are no 24 Hour Fitness locations in that state. I would like a refund on the unused balance of my contract, which renewed on November 20, 2024 for a period of one year. I have used three months of my membership. I would like the remaining nine months of payments ($161.91) to be refunded to me.
Business Response
Date: 03/07/2025
Hello ******* *****,
A prorated refund of $58.55 has been refunded to your Visa Card ending in 3314. The membership has been cancelled as well. A cancellation confirmation along with a refund confirmation has been emailed to you.
Yours in Fitness,
24 Hour Fitness Corporate Office
Initial Complaint
Date:02/27/2025
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 tried calling 2 different clubs today to change my payment to another day (the next day) or to take my money at a specified time the day it was due. The **** I spoke with were of no help and said there was nothing they could do and when I requested to just stop the payment they informed me they would have to freeze my account (now I can't access my benefits and my payment isn't due yet). I also tried calling the corporate office but the call center isn't open on a Thursday at 2pm. Extremely dissatisfied with the service I've received and company has violated my consumer rights. Beware that if you want to make any billing changes you cant and are basically out of luck. ***** **** was the one that froze my account even though I told him not too.
Business Response
Date: 03/04/2025
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.
Depending on the agreement type we are able to adjust payment dates. Unfortunately, there was no information in the complaint stating which date you would like to have the payment taken. Please let us know what date you would like the payment to be on so that we may be able to assist you. The membership is currently in a payment due 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

I tried calling 2 different clubs today to change my payment to another day (the next day) or to take my money at a specified time the day it was due. The **** I spoke with were of no help and said there was nothing they could do and when I requested to just stop the payment they informed me they would have to freeze my account (now I can't access my benefits and my payment isn't due yet). I also tried calling the corporate office but the call center isn't open on a Thursday at 2pm. Extremely dissatisfied with the service I've received and company has violated my consumer rights. Beware that if you want to make any billing changes you cant and are basically out of luck. ***** **** was the one that froze my account even though I told him not too.
Initial Complaint
Date:02/26/2025
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 am seeking my 24hr fitness contract , which management so far has refused to provide This is illegal according to ********************** Contract Law. It's found in the California Civil Code, Sections ******* through *******.
Business Response
Date: 03/04/2025
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.
When trying to locate the membership using the phone number, and email address we come up with the name of ***** ******. The notes on the membership indicate a request for a copy of an agreement. We need to know if *** ****** and ***** ****** is the same person. When we search by the name *** ****** it brings up memberships with different phone numbers and email addresses. Please let us know if the membership for *** ****** is the same for ***** ****** in order for us to proceed with ordering a copy of the membership.
Thank you,
Yours in Fitness,
24 Hour Fitness Corporate Office

Customer Answer
Date: 03/04/2025
My full name is *** ***** Watson
Phone number is ************ email is ********************** , birthdate is *******
My membership originates from the early 2000s (2005?) if that helps
Please feel free to contact me w any further questions
Business Response
Date: 03/07/2025
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.
A copy of the agreement has been ordered. As soon as we receive it from the offsite storage, we will email the agreement copy to you.
Thank you for your patience,
24 Hour Fitness Corporate Office
Customer Answer
Date: 03/13/2025

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,

*** ******

Customer Answer
Date: 04/17/2025
I have received no resolution to my previous complaint (complaint #********) despite the entity saying they would take steps to resolve the issue It has been over 5 weeks , i would like to re open this case

Business Response
Date: 04/23/2025
Hello *** ******,
The identifying information was missing in your initial communication. After receiving the identifying information, we have submitted a request to search for the contract that was given to you on the day the contract membership was entered into. The older memberships are not stored electronically. In the meantime, please let us know the information you are seeking in the contract in order to answer any questions.
24 Hour Fitness Corporate Office

Customer Answer
Date: 04/30/2025
Hello
I have provided 24hr fitness with all of my contact information in the previous correspondence and have yet to receive a reply
To reiterate - I am looking for a copy of my original contract per Section ******* ********************** Contract Law in **********
I can be contacted (or someone at 24hr can provide me contact information) and this can likely be resolved much faster
*** ***** ******
***************************************************************************
********** / *******************************
Business Response
Date: 05/05/2025
Hello *** ******,
We have not been able to find the contract agreement. As we continue to search, please provide the reason for requesting the contract.
Thank you,
24Hour Fitness

Customer Answer
Date: 05/08/2025
Hello
I was told when i 1st signed up that my contract would stay locked at $25 a month with no additional fees - this language was expressed in my original contract
I had an arbitrary fee increase several years ago and referred to the aforementioned agreement (on the phone) and the 24 hr representative was *** to find it and the fees were removed
This is the reason for my contract request as i have watched my monthly dues slowly and surpass the original agreement as expressed in the contract
Thank you
Business Response
Date: 06/11/2025
Hello *** ******,
We are not able to find the agreement that was given to you on 08/05/2005. Our agreements come with a Right To Increase Dues Clause in Section 3C of the agreement. We have forwarded the request to our legal team for review and will follow up with you after the have reviewed the complaint.
Yours in Fitness,
24 Hour Fitness Corporate Office

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