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.

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  24 Hour Fitness USA Inc

  PO Box 2689 Carlsbad, CA 92018-2689

• 

  24 Hour Fitness USA Inc

  870 Amena Ct Chula Vista, CA 91910

• 

  24 Hour Fitness USA Inc

  1640 Camino del Rio N #315 San Diego, CA 92108

• 

  24 Hour Fitness USA Inc

  4655 Frazee Rd Oceanside, CA 92056

• 

  24 Hour Fitness USA Inc

  975 Lomas Santa Fe Dr Solana Beach, CA 92075

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:02/22/2025

  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.

  Since joining this gym approximately December 2024 I have been receiving other members emails, basic information, etc. I am also receiving text messages forseveral individuals as well as phone calls. I have spoken with the 24 Hour Fitness gym manager, ******, who indicates that this is an anomaly and they have no why I am receiving other members information. At this point, I am getting no callbacks and they indicate that the matter has been turned over to their IT. It has been over two months. I receive these emails, text, phone calls daily. They refuse to communicate with me or return any of my calls. Theyre only statement is that they dont know why it is happening and whenever IT corrects it, theyll let me know. I have requested several times that they give me some type of update or an indication when this situation will be remedied and the only answer I get isI dont know. I also seriously question How secure the customer information is. Their lackadaisical attitude is very frustrating. I have sent an email to the corporate office and received no response When I call the manager, she is conveniently never available.

  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, this is not an I.T. issue. We were able to find the two memberships in questions and have taken necessary steps to correct the email issue. The phone number is unique to your membership, so we are not sure how you are receiving calls for other members.  In addition, there wasn't an email on your membership.  The email has been updated on your membership to the email address that is on the complaint, **********************************.

  Thank you for bringing this to our attention, 

  Yours in Fitness,
  24 Hour Fitness Corporate Office

• Initial Complaint

  Date:02/20/2025

  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.

  see Attached document

  Business Response

  Date: 02/25/2025

  Hello ******* S. ******, 

  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 is not attachment for the complaint.  Please let us know how we can help you. 

  Thank you, 

   

  Business Response

  Date: 03/04/2025

  We have received and reviewed your correspondence submitted to the Better Business Bureau and sincerely apologize for any inconvenience that you may have experienced.
  
   
  
  All of our agreements come with a cooling off period.  The agreement was emailed for your review on 01/04/2024:  5 Day Cancellation Right: You are entitled to a 5 business day period to notify 24 Hour Fitness that you wish to cancel your agreement and receive a full refund. Please see the Buyers Right to Cancel section on page 1 and Section 6 of your agreement for more details.  After the 5 Business Day Period: If you cancel your Yearly Auto-Renewal Agreement, you will not receive a refund except for specific events (such as disability or death) as described in Section 6. There may be other reasons for which you would be entitled to cancel your membership and receive a pro-rated refund.
  
   
  
  We are sorry that you have decided to cancel the membership.  We have prorated a refund of $255.47 going back to the original payment method, **** ending in 8027.
  
   
  
  24 Hour Fitness ****************

• Initial Complaint

  Date:02/19/2025

  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 last standing location of 24 in ********* they might as well go head and shut this one down as well I dont know who owns or runs this place its is not well maintained The showers are disgusting Ive be a couple times it dont even looks like they clean the showers the pool has been shut down for God knows how long when I asked the employees they said they need a life guard on duty Ive never seen a lifeguard my whole 34 years of life at a 24 hr fitness membership canceled!

  Business Response

  Date: 02/25/2025

  Hello ******* ********,

  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 Southern Nevada Health District ended a variance that allowed some gym pools to operate without lifeguards present and now requires all gyms to have lifeguards for its pools. This is a known issue in **********  The cleanliness issues have been forwarded to the business partners at the club to resolve.  We are not quite sure the reason of a refund request when we see that multiple clubs are being used on the membership.  The member was called by a 24Hour Fitness Corporate Team member to obtain additional information regarding the complaint.  The member mentioned that he will be taking legal action with 24Hour Fitness.  At that time, the corporate representative had to end the call.  

  24 Hour Fitness Corporate Office

   

   

• Initial Complaint

  Date:02/18/2025

  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.

  For the past 3 months the steam room has been out of order. This is a big part of my work out. My rates keep increasing and I feel I'm getting less for my money. I've had my membership for over 30 years. This has been an ongoing problem at the *****************. I feel I'm being overcharged as I am not getting the full benefits of my membership. Every week I'm disappointed the steam room is down. I'm getting fed up with this! Can you reimburse me some money, because I feel I'm being cheated! NOT HAPPY WITH THIS GYM!

  Business Response

  Date: 02/24/2025

  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.

  To further research the issue, we reached out to the General Manager of the club regarding the steam room.  The steam room is fully functional.  Unfortunately, refunds for the time an amenity is down will not be processed.  

  Thank you for bringing this to our attention. 

  Yours in Fitness,
  24 Hour Fitness Corporate Office

• Initial Complaint

  Date:02/16/2025

  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 have repeatedly asked, then demanded, that this company stop calling me in an attempt to get me to sign up for a membership. I receive calls 1 to 2 times a day. **************** has been extremely uncooperative about removing my number from their call list. Today, the manager told me just to block their number if I know how to do that. For the record, I do have the number blocked, however, it doesn't block them from my voicemail. I also feel this is an unacceptable response on their end. This just feels like harassment at this point.

  Business Response

  Date: 02/21/2025

  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 located the source of the calls.  We've reached out to the responsible parties and requested that the phone calls end.  If you receive any additional calls, please contact our corporate representative at the email address that was emailed to you along with the phone number.  

  Thank you so much for bringing this to our attention. 

  24Hour Fitness Corporate Office. 

• Initial Complaint

  Date:02/14/2025

  Type:Billing 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 filing a formal complaint against 24 Hour Fitness due to their unauthorized charge of $159.92 on my account and their ongoing failure to resolve this issue despite repeated attempts over several ********* September, I paid the full $239.88 as *********** bank has confirmed that an additional charge of $159.92 was placed on my account, which is an unauthorized charge.I have provided bank statements as proof of my payment. Additionally, I have even supplied statements from my friends proving that all dues have been paid properly.Despite multiple attempts to resolve this with club managers and corporate, 24 Hour Fitness has continued to ignore or delay taking action.I sent a strongly worded formal complaint via email, yet I have received no response and no refund.

  Business Response

  Date: 02/19/2025

  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.

  We have researched your complaint thoroughly and we found that this was a system error.  The team at the club do not have the accessibility of the card system to research the issue.  The receipt of the transaction was sent to a corporate team member who has been researching the issue with the card processing team.  We apologize for the length of time to resolve the issue as it was not easy to find.  A refund of $159.92 will be refunded by the end of business today.  

  Thank you for your patience in this matter, 

   

  Customer Answer

  Date: 02/19/2025

  
  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:02/13/2025

  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.

  I have loyally attended for the past 34 years. The ongoing issues at this facility have reached an unacceptable level, making it clear that management is failing to maintain basic standards of hygiene, safety, and professionalism. I urge corporate leadership to personally assess the situation and take immediate corrective action.The following are the most pressing issues:******* Mold Concern in Basement Room The basement room, formerly a cycle studio, now repurposed for dumbbell lifting, emits a strong and unmistakable odor of black mold. Any health inspector would likely deem this area unsafe. If this room continues to be open to the public, there should at least be an assumption-of-risk notice posted.2.Prolonged Elevator Outages One of the two elevators was frequently out of service for unknown reasons, and when the primary elevator was down for more than three months, it was unacceptable. This directly impacted gym members, including a young man in a wheelchair who stopped attending due to inaccessibility.3.Appalling Cleanliness Standards Mold and hair clumps remain in the showers for over a week, and both locker room and cardio floor bathrooms have visible stains of various colors (red, brown, dried streaks) that persist for weeks. Trash bins overflow over weekends, and management appears indifferent. The excuse that this is a 24-hour facility does not justify such unsanitary conditions.4. Uncleaned Spills in High-Traffic Areas I have photographic evidence of a spill (potentially a dried protein shake or worse) that has remained uncleaned for three weeks in a high-traffic gym area. This demonstrates a severe lack of managerial oversight and basic maintenance.5. Unhygienic Pool and Hot Tub Conditions A longtime patron warned me not to rest my head on the hot tubs edges due to accumulated scum, even though it had just undergone its weekly scheduled cleaning. This indicates either inadequate cleaning practices or complete neglect.

  Business Response

  Date: 02/20/2025

  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 research or resolve the issues you submitted due to lack of information regarding the club the where the concerns are.  We will also need membership information.  Once this information is provided, we will be able to research the issues for you and resolve them. 

  Thank you, 

  24Hour Fitness 

• Initial Complaint

  Date:02/11/2025

  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 had a membership with this gym, and I have end my business with them right after facing health problems, cancel my suscripcin membership by phone around end of April or beginning of may on 2024, I just realize few weeks ago that Ive been continuing get charge monthly by this company, a service I had already cancelled by the phone and I have been not longer using since April 2024 not just for my health condition but because I only got the membership for the swimming pool and their pool was never warmed up water so I have not use the facilities for almost a year and this company keeps continuing charging me for a service I am not using.

  Business Response

  Date: 02/17/2025

  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 do not have any record of a request to cancel the membership.  Members are to inform us within a 30-day period of any unwanted charges on their membership.  We rely on our members to review statements on a regular basis to ensure proper billing.  We have cancelled the membership.  A cancellation confirmation has been emailed to you.  As a customer service gesture, we have refunded 90 days of dues to you by check.  The last 90 days were disputed by the financial institution as a result of the dispute requested by the member.  The National:Platinum Monthly membership contract agreement was sent to the financial institution to show Authorization of Payment.  The financial institution forwarded the funds back to us.  When this happens, the refunds have to be refunded by check.   We are using the address of ******************************************************************************************* which is the same address on the membership.  

  Thank you, 

  Yours in Fitness,
  24 Hour Fitness Corporate Office

• Initial Complaint

  Date:02/10/2025

  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 filing this complaint in regard to my gym membership, I started my contract at ******, but now they are charging me ****** and I dont agree to these terms. I was told the ****** would be grandfathered and that is why I entered in to the contract. Every year I have to fight with the gym about an increase. This year it is almost a 100 more, but per our conversation they stated the increase if it did increase would be a small percentage or minor about 10%. In 2024 they automatically took my money when I specifically told them I didnt want to be on auto renewal, they agreed but thus this year my contract is set to renew automatically. I didn't agree and I did not give the gym my authorization to withdraw the money, unless the amount is going to be ****** as we agreed. They are always boosting up their prices yet they decrease hours especially on Friday, Saturday and Sunday they close at 8 and every other day at 10. They went from 24 hours to reduced hours. Where is the added benefit for a member? I have been loyal to 24 hour fitness and paying a yearly rate. They are also taking one of my ***** passes.

  Business Response

  Date: 02/17/2025

  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.

  This issue was address on 02/14/2025 by an email that was emailed to you at 02:44 PM.  The email to you stated: We understand a partial balance was refunded by a club team member. They did not have the authority to refund the difference and have been advise that this is not a procedure that should have taken place. The increase percentage was explained in the previous email.
  
  Our dues increase was determined by the contractual amount of $299.00 for 2024 which brought the dues to $329.99. The dues increase for 2025 is based off of the invoice amount of 2024 $329.99, which brought the current renewal amount to $335.88.
  
  The renewal amount for the next renewal payment will be in the amount of $335.88.

  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:02/10/2025

  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 8/31/24 I signed up for 24 HR Fitness thru Silver Sneakers. I purchased an additional training packet for what I was told would be 4 sessions. We live in ******* in the winter and were leaving ********** the beginning of Oct. This was clearly communicated to the manager when I signed up and she said she would make an exception and give me just the 4 sessions for Sept. The trainer was aware of this as well and said goodbye and good luck in AZ. I was never told this was a subscription and I had to cancel it. When I caught it several months later they took their time replying to me and then said they could only refund 3 months. I have tried calling and writing the home office but no response. Their customer service is shut down. I tried **** but they could only go back 3 months but said they see this happening a lot. The manager lied and said she told me all of this but I wouldn't have agreed to a subscription knowing I was leaving for the winter. My partner was there too and agreed that she never said anything. I feel like they stole $$329.80

  Business Response

  Date: 02/17/2025

  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 three refunds were processed on your membership on 01/29/2025, going back to the **** card ending in 3642.  Three refund confirmations were emailed to you on 01/29/2025.  Please see your bank statement for the refunds.  A cancellation confirmation was emailed to you on 01/03/2025 for the cancellation of the personal training agreement.   Please let us know if you would like to keep the membership or if you would like the membership cancelled as well. 

  Yours in Fitness,
  24 Hour Fitness Corporate Office

  Customer Answer

  Date: 02/22/2025

  Yes they refunded me 3 months of charges but it was 4 months that I should have been refunded. September was the only month I signed up for. They did not refund me for October when I wasn't even in **********. As I stated I told the manager I would be leaving for ******* the beginning of October and would not sign up for anything beyond that. She then signed me up for a subscription without telling me. Also, the corporate office did not respond to my email and all of their phone numbers are discontinued or they do not answer. I feel like they stole $329.80 from me.

  Business Response

  Date: 02/27/2025

  Hello ***** *******, 

  The agreement that was emailed to you on 08/30/2024 states that the contract agreement entered into is an Individual Training: Custom Coaching Subscription Monthly Session, Monthly Program Fees: $ 329.79.  There were four charges of $329.80.  Each charge was for four sessions, that equates to 16 sessions. Four sessions were taken, that leaves 12 sessions which is three payments of $329.80.  There were no monthly membership charges taken due to the membership contract agreement being a *********** membership.  The amount refunded is correct.  

  24Hour Fitness

  Customer Answer

  Date: 03/01/2025

  Your information is not correct. I was charged 5 times and only agreed to the first charge which was 8/31/2024. The next 4 charges were 10/1/2024, 10/31/2024, 12/2/2024 and 12/31/2024. I would like a refund for the 10/1/2024 charge. I received a refund for the other charges. I can show you my credit card charges but you should have this in your records. In the end I received 4 sessions but paid for 20 sessions. I am asking for a refund of 329.80

  Thank you

  *** *******

  Business Response

  Date: 05/01/2025

  Hello ***** *******, 

  We forwarded receipt letters by email that show the three refunds for ****** each as described in the communication in February has been processed. Please provide those letters to *************** for their research. 

  Thank you, 

  24Hour Fitness