Health Club
24 Hour Fitness USA IncThis business is NOT BBB Accredited.
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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
- 884 total complaints in the last 3 years.
- 400 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:06/23/2025
Type:Product IssuesStatus: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 now on Social Security and my medical plan pays for my fitness club membership. I went to the 24-Hour Fitness Club in *************, ********** to cancel my membership because my medical plan pays for my fitness club membership. The attendant verified my eligibility, canceled my membership early, and issued me a new membership number (MBR ********) through my medical plan. I was not given any paperwork because I was told there was no payment information since my medical plan would be paying the bill. Sometime in February, I received an email from 24 Hour Fitness, advising that my membership fee of $329.00 was coming due in April, 2025. I sent several emails to 24 Fitness advising that that membership had been canceled and requested a reply back with confirmation of the cancellation. I tried to call **************, to follow up but no matter what time of day I call, I get a recording that the *********** is Closed. On April 27, 2025, my credit card ending in 3622 was charged $329.00. I went to the ****************** again to dispute this charge. The Club Manager Art was not available. I left a voice message for Art. He sent me a text that the cancellation was processed, but the refund was not issued. As previously stated I have sent several emails advising that that membership had been canceled and I need a refund. I tried to call **************, to follow up but no matter what time of day I call, I get a recording that the *********** is Closed. NOW THE CLUB IN ************* IS CLOSED. I need a refund check for $329.99 (interest to be determined).Business Response
Date: 06/30/2025
Hello Rossanna Arana,
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 refund of $329.99 has been processed back to the MasterCard ending in 3622.
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 OfficeCustomer Answer
Date: 06/30/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23508703, 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,
Rossanna Arana
Initial Complaint
Date:06/22/2025
Type:Billing IssuesStatus: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.
Recently I cancelled my membership with 24 fitness because customer service was super horrible and the way I was treated was uncalled for I was charged a $15 charge on my account without my knowledge you guys are the ones that are transmitting. These payment is not my fault that I got an insufficient fund charge. I never authorize any payments therefore I shouldnt owe anything and Im rightfully on a refund Ill never go to the gym ever again the way I was treatedBusiness Response
Date: 06/26/2025
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 membership was cancelled online on 05/31/2025, 11:37 AM. The invoice for the billing on the membership was due on 05/21/2025. We have not received any payment on the membership other than the $1.00 for the initial payment on 05/06/2025, and the $15.00 overdraft fee on 05/23/2025. We were not able to receive any additional payments due to the payment rejections from the financial institution because of insufficient funds.
When the National:Platinum Monthly 12-Mth Commitment membership contract was entered into on 05/06/2025 an AUTHORIZATION FOR DUES DIRECT AND ANNUAL FEE PAYMENTS was given for monthly payments. Section 3(a) of the agreement speaks to the authorization of the insufficient funds fee, You agree to pay 24 Hour a fee for any returned check, or other non-payments, such as for
insufficient funds, closed account, frozen or declined credit or similar circumstances. The current fee is $15.00 but is subject to change at 24 Hour's discretion without prior notice. A copy of the signed agreement was emailed to you on 05/23/2025 for your review. In addition, the card on file was updated online 05/30/2025 08:15 AM by the member, to make payments on the membership.24Hour Fitness Corporate Office.
Customer Answer
Date: 06/26/2025
Im still waiting for you guys to reverse that payment and give me my full refundBusiness Response
Date: 07/01/2025
Hello ****** ******,
As we explained in the first communication. We have only received the initial $1.00 and the $15.00 insufficient funds fee. There is nothing to refund due to your financial institution not clearing other payments due to insufficient funds on your membership. Your membership is negative $104.98 due to nonpayment.
24Hour Fitness Corporate Office
Customer Answer
Date: 07/02/2025
I will like the $15 to be reimbursed back to me like I indicated previously I canceled the membership because I was being harassed by one of your guyss fitness instructor at the Fullerton 24 hour fitness I do not want to be part of some organization where they treat their members horribly therefore Im entitled to a full refundInitial Complaint
Date:06/18/2025
Type:Product IssuesStatus: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 this complaint regarding an unauthorized auto-renewal charge by 24 Hour Fitness. I originally signed up for a membership in June 2024. At no point during the sign-up process was I clearly informed that my membership would **automatically renew**, nor did I consent to recurring charges. On June 17th, 2025 (which is yesterday), 24 Hour Fitness charged my card $347.88 for an annual renewal without my authorization. Crucially, I have never used the membership since the renewal not a single visit or service. Upon discovering the charge, I immediately contacted 24 Hour Fitness customer service on June 18th, 2025 to request a refund and cancel my membership. However, every time I mentioned my problem they just put me on a endless wait or hanged up the call.Business Response
Date: 06/25/2025
Hello Lainey Liu,
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 National:Platinum Yearly Auto-Renewal membership contract agreement entered into online on 06/17/2024 specifically states the contract agreement is a Yearly Auto-Renewal contract agreement. On 06/17/2024 a copy of the agreement was emailed to you that explains the terms and conditions of the agreement. The National:Platinum Yearly Auto-Renewal membership comes with an AUTHORIZATION FOR DUES DIRECT ANDANNUAL FEE PAYMENTS in order for 24Hour Fitness to charge the Annual Fee for the membership. The authorization for dues was electronically signed while going through the creation process online. As a onetime only customer service gesture, we have refunded $347.88 back to the payment method on file, VISA Card ending in 0899.
24 Hour Fitness
Customer Answer
Date: 06/25/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23488547, 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,
Lainey Liu
Initial Complaint
Date:06/17/2025
Type:Service or Repair IssuesStatus: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.
Bought an annual membership at 24 hour fitness for my son in ********************* at ****************. The membership consultant ********* signed us up for the annual program at $300 a year and said there will be no additional charges for the rest of the year after which we can decide to renew or cancel. The membership included 2 ***** passes one of which was conditional upon us giving him a good review which we did. A couple of months later I got another charge for $59.99. I called and ********* said that it was done in error and will be reversed in 3 weeks. I called after 3 weeks and was told it was still in line to be reversed and would be done in 2 weeks. Finally I went back to they gym and spoke to him in person and was told he will call corporate and take care of it and will speak to his general manager to expedite it. As of now it still hasnt been taken care off.Business Response
Date: 06/24/2025
Hello Nauman Lakhany,
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 are not able to research the complaint any further due to the lack of identifying information. We are not finding an active membership for you, there is no metion of who your son is. Please provide, member numbers, phone numbers, emails on the membership.
Thank you,
Yours
in Fitness,
24 Hour Fitness Corporate OfficeInitial Complaint
Date:06/17/2025
Type:Service or Repair IssuesStatus: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.
24 Hour FItness overall has lacked upkeep with the facilities with broke down equipments and or services that members pay for particularly the 24 Hour located on: ************************************. This location lacks many services that we as member pay for. It's been ongoing now for 2 years and I only kept coming here is becase its 7 mins away versus 25+ being my 2nd closests. Equipment: A large portion of the gym equipment is broken, missing parts, or in disrepair. This includes missing handles on machines, absent weight-insertion sticks, and continuously deteriorating upstairs bikes. Many pieces of equipment are unusable and need replacement. There appears to be no routine inspection or ***************'s Locker Room ********* The men's locker room has ongoing safety concerns due to apparent lax security allowing unauthorized individuals, including homeless individuals, to enter. We've witnessed multiple incidents of disruptive and threatening behavior, including a recent event where a man yelled obscenities. Hand dryers are also frequently broken.Showers & Amenities: Multiple shower heads have been missing for months, making effective showering difficult. Soap dispensers are consistently empty, often by noon, even after refills.Steam ************* The steam room is unreliable, frequently off or with minimal daily operation. The hot sauna has a persistent, unpleasant odor despite cleaning, suggesting a deeper ********* Tub/Swimming Pool: The cleanliness of the hot tub and swimming pool is inconsistent, with the jacuzzi water appearing yellow and unclean on some days. Given constant use, these areas require consistent and thorough **************************************** While friendly, staff and management seem unable or unwilling to address these long-standing issues. We urge 24hour to prioritize member advocacy and provide the amenities we pay ****** a result, I have to drive 20+ minutes to other 24hr facilities inorder to enjoy some of the amenities.Business Response
Date: 06/24/2025
Hello Giovanni Berrios-Heredia,
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 management team member reach out to you by the end of day on 06/26/2025.
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 OfficeInitial Complaint
Date:06/17/2025
Type:Product IssuesStatus: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 cancelled my annual plan in May before the renewal date of June 12th. I switched to a monthly plan because I might move out of the area. I asked for proof of the change and they sent me the new monthly plan.24 hour fitness charged me the annual plan rate and said that it could take 2-4 weeks to get a refund because the district manager is at a Conferecne and only they can do the refund! This left me stuck to pay my credit card. They finally sent me a cancellation document for my annual plan. Still no refund and theyre saying it is only a refund request.Business Response
Date: 06/23/2025
Hello Cody Hill,
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 MBR13313929, National:Yearly Auto-Renewal was entered into on 06/12/2024. We see there was a cancellation on 06/16/2025, with a billing date of 06/12/2025. Membership contract agreement MBR14910791 Regional:Gold Monthly was entered into on 05/26/2025. As a onetime customer service gesture, a refund of $299.88 was processed back to the MasterCard ending in 6330.
Yours
in Fitness,
24 Hour Fitness Corporate OfficeInitial Complaint
Date:06/17/2025
Type:Service or Repair IssuesStatus: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 go to 24hour fitness hilltop richmond ca every Sunday just to play basketball which that is the only day I have to go a employer from the gym told me there was a limit on how many times I can pay for a day pass which he told me this the last time I can do it mind u he's been harassing me for weeks asking me why don't I just get a membership as I told him I don't feel comfortable getting one at that time so he made up a bogus rule to denying me access to gym saying I ran out of times I can pay for day pass every 24hour fitness I have called reject his claims and said there no rule for that which he claimed he also said his manager told him to say this to me which he lied about thats toBusiness Response
Date: 06/23/2025
Hello Brandon Roper,
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 Director of Field Operations to resolve. We have asked someone from the management team to reach out to you by the end of day 06/25/2025.
Yours
in Fitness,
24 Hour Fitness Corporate OfficeInitial Complaint
Date:06/16/2025
Type:Service or Repair IssuesStatus: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 signed up for a yearly membership 2 yrs ago in which I paid in full at the ************** ** Location. At the end of my year membership I stopped into the location and told 24hr Fitness I was moving to ******* and told them not to renew my membership. I found out that they automatically renewed my membership even though I told them I moved. I've attempted to call many times leaving messages for the manager and he never returns my call. I want a refund of the membership I cant sue since I moved.Business Response
Date: 06/23/2025
Hello Kevin Granville,
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 are not able to refund any funds due to the disputes that were filed to the financial institution. A refund of $400.88 was processed by the financial institution on 060/20/25.
Yours
in Fitness,
24 Hour Fitness Corporate OfficeCustomer Answer
Date: 06/28/2025
Hello, what not understanding is why would this be 24hr fitnesses business model? Why does it have to go this far to threaten and chase them down for a refund? They literally told me to put a chargeback in. That’s ridiculousBusiness Response
Date: 07/02/2025
Hello Kevin Granville,
The business model for any refunds of that amount is the management team of the club should make their upper management team aware of the issue and their District Manager or District Fitness Manager will handle the refunds if the research is sufficient to process a refund. We apologize if those steps weren't taken.
We have received the funds back from the Financial Institution after they reviewed the signed contract we provided to them showing the Authorization for payment. The address in this complaint is 14531 Sundial Place Lakewood Ranch, FL 34202. Since the funds were disputed and returned, we have to process a refund and send it by mail. We will use this address to refund the amount of $400.88 as a customer service gesture.
24
Hour Fitness Corporate OfficeCustomer Answer
Date: 07/02/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23476244, 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,
Kevin Granville
Initial Complaint
Date:06/16/2025
Type:Order IssuesStatus: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 TRANSACTION WAS 4.1.2025 WITH 24HOURFITNESS. I JOINED THE CLUB AND PRE-PAID FOR ONE YEAR MEMBERSHIP AND $59.99 ANNUAL FEE IN FULL THROUGH MY BANK ***********I WENT TO THE *** ON OR AROUND EARLY MAY AND FOUND OUT THAT AND IT THE *** FACILITY "24 HOUR FITNESS" WAS CLOSE/OUT OF BUSINESS. NO NOTIFICATION OR MAIL CORRESPONDENCE WAS MAILED TO ME. I WAS ADVISED THAT IT WAS NOW "CRUNCH FITNESS". THEY ADVISED ME THAT THEY WOULD HONOR MY CONTRACT UNTIL THE EXPIRATION DATE. I SPECIFICALLY DID NOT ENROLL WITH CRUNCH FOR MANY REASONS, ONE BEING THAT THEY DO NOT PROVIDE THE AMENITIES I WAS SEEKING (BASKETBALL COURT). I ALSO DO NOT LIKE THEIR REPUTATION AND STAFF.I ASKED ABOUT CANCELING MY MEMBERSHIP AND CRUCH REFERRED ME TO MY FINANCIAL INSTITUTION TO CANCEL AND ADVISED TO DISPUTE THE CHARGE. I CONTACTED ********** AND THEY REFERRED ME BACK TO CRUNCH FITNESS BECAUSE ********** CANNOT CONTACT ANYONE FROM 24 HOUR FITNESS SINCE IT WAS CLOSED. I HAVE CONTACTED CRUCH FITNESS CORPORATE AND 24 HOUR FITNESS CORPORATE TRYING TO GET MY MONEY BACK FOR BREACH OF CONTRACT AND NO ONE SEEMS TO KNOW WHAT TO DO TO ASSIST ME. PLEASE ASSISTBusiness Response
Date: 06/23/2025
Hello Anthony Cintron,
Effective
May 1, 2025, Crunch Fitness assumed ownership of all 24 Hour Fitness locations
in Florida. Since your membership was purchased at a 24 Hour Fitness
location in Florida, your membership and related agreements were transferred to
Crunch Fitness. As
such, we are no longer servicing this membership. You will need to
contact Crunch directly at [email protected] for any current operational inquiries or requests.24
Hour Fitness Corporate OfficeInitial Complaint
Date:06/14/2025
Type:Service or Repair IssuesStatus: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.
Ive called 24 hour fitness multiple times to cancel my 2 kids membership. They said it was successful. But a few months later the membership fees started being charged again! So I went into the gym to cancel and I was told I couldnt cancel the memberships for my children even though I was paying under my membership. They told me my son had to go into the gym to cancel in person. When my son went into the gym they told him he could not cancel at that gym and had to go to the gym where he signed up! He joined at a gym across town! Why the h*** cant they just cancel him. Im canceling all four memberships now because I dont want to participate in their games anymore!!!Business Response
Date: 06/20/2025
Hello Nancy Delvalle,
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 for NATALIE DEL VALLE HV17204 was cancelled on 12/30/2020, 10:10 AM PST. The membership for Rebecca Del Valle MBR12931269 was cancelled on 04/23/2024, 04:39 PM PDT. The membership for JOSE J DEL VALLE BC45410 is still in an Active status. We have cancelled the membership. Cancellation: Expected Refund of $5.50 will be processed on 06/22/25.
Yours in Fitness,
24 Hour Fitness Corporate Office
24 Hour Fitness USA Inc is NOT a BBB Accredited Business.
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