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

900 total complaints in the last 3 years.
412 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:03/05/2025
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
Initial Complaint
Date:02/26/2025
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 frustrating experience with 24 Hour Fitness while redeeming a 3-day free trial pass advertised as valid at "most clubs." The confirmation email required only a photo ID and code ********. At the ************ club (5.3 miles from home), staff demanded proof of proximity, rejected my digital ID, and insisted I go to *********, despite the "any club" promise. A second staff member rudely claimed my ID wasnt valid, offering no apology. At ********* (2.5 miles away), staff said I must use **************** (3.4 miles) instead, ignoring my need for a pool, unavailable there. **************** was unreachable after 5 PM PT. Finally, San ****** manager ******* ********* professionally issued my pass, which I used at *********. The inconsistency, rudeness, and wasted time nearly deterred me from joining. I request: 1) retrain staff at ************ and ********* on policy and courtesy, 2) clarify internal rules to match advertising, 3) an apology and trial extension or discount. See attached for details.
Business Response
Date: 03/04/2025
Hello Fan Shi,
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 the documentation provided the guest confirmation stated to bring a photo I.D. which our club team members are supposed to receive when issuing the actual guest pass. We appreciate you bring this issue to our attention, and we have forwarded the information on to the management teams of the clubs for further review. We are able to present a 10% discount. On a membership if you would like to have a membership with us.
Yours in Fitness,
24 Hour Fitness Corporate Office
Initial Complaint
Date:02/25/2025
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 writing to address a concerning matter regarding my 24-Hour Fitness prepaid lifetime membership, which I have held since 2006. Recently, I received a courtesy notice from the company informing me of a significant increase in my annual rate, from $29 to $74 per year, representing an unprecedented increase of over 200%.Upon contacting 24-Hour Fitness, I was informed about a 2018 class action lawsuit that allegedly required members to return a claim form. However, I must stress that I never received any notification about this lawsuit, nor was I contacted regarding the matter. I have consistently paid the annual due of $29 until now, and I believe this sudden increase is both unfair and inconsistent with the contract that 24-Hour Fitness has previously honored.
Business Response
Date: 03/03/2025
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 additional outreach. We recognize that settlement of the In Re: Prepaid Litigation was six years ago and therefore provide additional context below that may be helpful.

The claims administration process associated with the litigation was a court regulated process in which a third-party Claims Administrator ran the last known mailing addresses of all class members through the National Change of Address database before initially mailing the Notices.This was done to ensure Notices were being sent to class members' most current addresses. If the Claims Administrator was unable to find an updated address for a returned Notice, the Claims Administrator emailed the Notice to the last known email address 24 Hour Fitness had on file.

Again, the ********************* process was regulated by the court to ensure integrity and the Claims Administrator made all reasonable attempts to ensure delivery of the Notices. Unfortunately, the time to dispute receipt of a Notice has passed, and 24 Hour Fitness is obligated to comply with the terms of the settlement agreement and the court-approved ********************* process. As such, if you wish to maintain your 24 Hour Fitness membership, you must pay the amount due. Thank you for your understanding and please consider that, although your Annual Renewal rate has increased, your membership is still an exceptional value and well below current market prices.

Yours in Fitness,
24 Hour Fitness Corporate Office
Customer Answer
Date: 03/03/2025
Hello,
The Claim Administrator did not do full due diligence to ensure the members get the notification. I came across this mainly due to the increase of the membership dues. 24HR is also obligated to honor the contract.
Regards - *****
Business Response
Date: 03/07/2025
Hello ***** ***,
Unfortunately, the time to dispute receipt of a Notice has passed, and 24-Hour Fitness is obligated to comply with the terms of the settlement agreement and the court-approved ********************* process. As such, if you wish to maintain your 24 Hour Fitness membership, you must pay the amount due. Thank you for your understanding and please consider that, although your Annual Renewal rate has increased, your membership is still an exceptional value and well below current market prices.
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:02/23/2025
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.
Skin has broken out due to unsanitary conditions of the gym
Business Response
Date: 02/28/2025
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, there was no mention of the club the alleged action took place. Please provide the club name so that we may further research your complaint.
Thank you,
Yours in Fitness,
24 Hour Fitness Corporate Office

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