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Business Profile

Health Club

24 Hour Fitness USA Inc

This 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

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    Customer Complaints Summary

    • 885 total complaints in the last 3 years.
    • 401 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/14/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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

    • Initial Complaint

      Date:06/13/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 spoke to the general manager ***** today regarding my 16 year old daughter, **** *****, who has been attending this gym since 2022. She has recently been experiencing safety issues. Adult men have recorded her working out and men have also followed her to her vehicle in the past two weeks. This location has no security. My daughter no longer feels safe at this gym. I explained this to ***** and he cancelled her membership but would not provide a refund. We prepaid for a 2 year membership about 6 months ago and asked for a refund for the time remaining. I also called the 24 hour fitness corportate office and spoke to *****. She also refused to provide a refund and would not transfer me to a supervisor.

      Business Response

      Date: 06/20/2025

      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. 

      A refund of $192.27 has been submitted to the **** ending in 0717.  

      24 Hour Fitness Corporate Office

      Customer Answer

      Date: 06/20/2025


      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:06/12/2025

      Type:Billing Issues
      Status:
      Answered
      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 charged twice by 24 Hour Fitness for personal training services I never received $299 each, totaling $598. I disputed both charges through my credit card, and both chargebacks were fully resolved in my favor. Despite this, 24 Hour Fitness only removed one $299 charge, leaving the second as an open balance.Ive made multiple attempts to resolve this, visiting locations, speaking with managers, contacting corporate and customer service by phone and email over multiple months. One general manager was dismissive, unprofessional, and sarcastically said "congratulations" for sessions I never attended. The issue was escalated but never resolved.While this was ongoing, I was given conflicting information about my membership status. Believing my account was inactive, I signed up at another gym. Despite not using their facilities, 24 Hour Fitness still charged me for a full annual renewal, adding further financial harm.After months of failed resolution attempts, I am left with no choice but to seek assistance through BBB. I am requesting removal of the remaining $299 balance, a refund of the recent annual membership charge, full account correction, and written confirmation that no collections or negative reports will occur. I also want this complaint on file to address potential internal billing practices that may harm others.

      Business Response

      Date: 06/18/2025

      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 balance on the membership was waived on 06/02/2025 and 06/12/2025 by 24Hour Fitness team members.  The Financial institution returned the funds to us after we forwarded the agreements to them showing the signed agreements.  The financial institution provided provisional credit then returned the funds to us.  A refund of $54.99 was refunded for the nonrefundable annual fee as a onetime only customer service gesture.  

      24 Hour Fitness Corporate Office

       

       

    • Initial Complaint

      Date:06/12/2025

      Type:Billing Issues
      Status:
      Answered
      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 gym has closed but they charged the annual and monthly fee that makes no sense at all. I should be refunded. That money could be used for the next facility i decide to join .

      Business Response

      Date: 06/18/2025

      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.

      Effective May 1, 2025, Crunch Fitness assumed ownership of all 24 Hour Fitness locations in ********  Since your membership was purchased at a 24 Hour Fitness location in *******, your membership and related agreements were transferred to Crunch Fitness.

      Please contact Crunch directly at ***************************************** or speak with a team member at your local club with any operational or refund requests.

      24 Hour Fitness 

    • Initial Complaint

      Date:06/11/2025

      Type:Product Issues
      Status:
      Answered
      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.
      In December 2024 I was billed $323.88 for an annual subscription for 24-hour fitness. I did not want this subscription, I canceled 12/12/24, and was told my refund would be mailed via check to my residence on file. Never received. I called in February with an updated address as I had moved but still had contact with my old landlord who said it had never arrived (plus I have my mail forwarded). It never came. Now I can't even get ahold of anyone, and they have not replied to my last 3 contact attempts through their website.

      Business Response

      Date: 06/18/2025

      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.

      Notes on the membership indicate that the first check mailed to you was mailed to the address on file which the member stated was not the correct address, this was on 12/20/2024.  After receiving a mailing address update on 12/30/2024 by the member online, the first check was voided.  On 02/21/2025 a new check was processed and mailed to the update mailing address, ***********************;apt 4 El Cajon California 92020.  This address matches the address used in this complaint.  Another request has been submitted to reissue an additional check after we verify the check was not cashed.  If we find the check has not been cashed, it will take the minimum of 21 business days to be mailed to you. 

      24 Hour Fitness Corporate Office

    • Initial Complaint

      Date:06/11/2025

      Type:Order Issues
      Status:
      Answered
      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 March 10, 2025 I have requested to cancel personal training membership with 24hr fitness, as of today they haven't been cancel and I am getting charge of $1008. I contacted them today 06/11/2025 send them proof I request to cancel eff 03/10/2025 and they cancel it effective today 06/11/2025 I contacted 24hours fitness to correct issue and they are giving me the round around.

      Business Response

      Date: 06/18/2025

      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 10 sessions were trained.  There is an outstanding balance of $1015.20 on the membership for sessions that weren't paid, for the months of March, April, and May. We also see that additional personal training sessions were purchased Alacarte on 03/23/2025 and trained.  We are not sure why that course was taken.  As a onetime only customer service gesture we have waived the outstanding balance of $1015.20.  Please remember that our commitment memberships usually come with an early termination fee for any future commitment agreements that may be entered into. 

      24 Hour Fitness Corporate Office

    • Initial Complaint

      Date:06/11/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      My wife and I cancelled our membership in person at this club in August 2024. I was charged an annual fee for $326.69 on May 23 2025. I have contacted the club several times now since May 23rd to have this resolved, and all I am told is that they are escalating it and someone will get back to me. I am receiving no updates whatsoever. I need this resolved as soon as possible to avoid further escalation.

      Business Response

      Date: 06/18/2025

      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 refund of $326.69 has been processed back to the **** card on file ending in 1347. 

      Yours in Fitness,
      24 Hour Fitness Corporate Office

    • Initial Complaint

      Date:06/11/2025

      Type:Product Issues
      Status:
      Answered
      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 file a formal complaint against 24 Hour Fitness regarding an unprocessed refund request.On February 25, 2025, I received an automatic charge ($347.88) notification from 24 Hour Fitness. On the same day, I immediately contacted them via email to request a refund, which is within the 7-day cancellation period allowed under California law. (My first cancellation email is on Feb 25)Shortly after, I received an email response stating that my refund request was accepted, and that a supervisor would contact me. However, no one ever contacted me.Later, I visited the ******** branch in person. The front desk representative informed me that the refund was being processed, but that the supervisor was not currently available. Again, I was told that the supervisor would reach out to me. Months have now passed, and I have neither received a phone call nor the refund.This lack of response and failure to follow through is unacceptable. I respectfully request that 24 Hour Fitness issue the promised refund immediately and explain why this matter has been ignored for several months despite multiple confirmations.Thank you for your attention to this matter.

      Business Response

      Date: 06/18/2025

      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 refund of $347.88 was processed back to the **** Card ending in 9682 as a onetime only customer service gesture, even though the membership continued to be used far past the alleged cancellation request date.  The membership was used through 04/24/2025.

      24 Hour Fitness Corporate Office

    • Initial Complaint

      Date:06/11/2025

      Type:Billing Issues
      Status:
      Resolved
      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.
      Im filing this complaint due to an unjust charge by 24 Hour Fitness, complete lack of accountability from their customer service team, and misleading marketing practices.On May 17, 2025, I signed up online for a free 3-day guest pass through 24 Hour Fitnesss official promotional email. The email clearly stated that the pass would grant me free access to any club. I visited the Downtown ********************* location, where I was unexpectedly told by staff that I had to pay $30 to use the facility. To avoid confrontation, I paid the charge.This payment is documented by:An official email from 24 Hour Fitness confirming a Paid Guest WorkoutA $30 charge posted to my bank account on the same date A marketing email from 24 Hour Fitness stating my pass was free Afterward, I reached out to 24 Hour Fitness *************** and was told there was no record of payment, and that some clubs may charge a fee. They have since refused to issue a refund or even a credit to my active annual membership, instead directing me to visit the club in persona location that is 80 miles from my ******* make matters worse: a friend who came with me to the exact same club, on the same day, using the same pass, was not charged anything at all. This demonstrates that the fee was not standard practice, but a failure in consistency and communication.This complaint is not about the amountits about the principle:If a company promises a free pass, it should be free.If charges are discretionary at club level, that should be clearly stated in writing before a guest visitsnot buried in a customer service excuse after the fact.If a mistake happens, corporate should correct it, not push the customer to resolve it 80 miles away.I am ************** refund or account credit of the $30 charged in error 2.A review of this clubs guest pass practices and marketing communication

      Business Response

      Date: 06/13/2025

       

      Hello Liam May, 

      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 complaint there was an admission that the member has an Active Annual Membership; "They have since refused to issue a refund or even a credit to my active annual membership."  The guest pass rules are as follows: *3-day pass is valid beginning on your first day of usage at a club. Pass good at multiple locations. User must not have been a guest or member of 24-Hour Fitness within the last 6 months.  The member service representative was correct in stating that they have no record of payment.  The club did not run the payment through the membership because it was perceived a guest did not have a membership.  Your membership is a National:Yearly Auto-Renewal membership MBR14874892 which can be used at any one of our clubs throughout the country, therefore there is no need for a guest pass.  The member would just need to sign into the club as normal.  We see that the address on the  National:Yearly Auto-Renewal membership is in the city of ******************** and the guest pass was being used in **********, our gust passes are only for local residences. 

      As a onetime customer service gesture we have refunded $30.00 the MasterCard on file ending in 6449.  A refund confirmation has been emailed to you. 

      We thank you for being a valued member and wish you continued success with your health and fitness goals.


      Yours in Fitness,
      24 Hour Fitness Corporate Office

      Customer Answer

      Date: 06/13/2025


      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,

      Liam May

       

    • Initial Complaint

      Date:06/10/2025

      Type:Product Issues
      Status:
      Answered
      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 24 hour fitness chain in ******* was purchased by Crunch Fitness and many of us had multi year memberships with the gym. The gym now has implemented multiple policies that make the previous purchased membership no longer valid, they also changed open times. I am attempting to cancel/receive a prorated reimbursement and the phone lines are closed and I have been emailing since 5/12/24 with only one response back which implied that I should followup with Crunch to join their gym. I need 24 Hour Fitness to allow me to cancel my membership as it is legally required, instead it is holding my money hostage. They have my money for two memberships on file, as they paused another one under my name when I purchased the membership in bulk.

      Business Response

      Date: 06/12/2025

      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.

      Effective May 1, 2025, Crunch Fitness assumed ownership of all 24 Hour Fitness locations in ********  Since your membership was purchased at a 24 Hour Fitness location in *******, your membership and related agreements were transferred to Crunch Fitness. Please contact Crunch directly at ***************************************** or speak with a team member at your local club with any operational or refund requests. We are not able to service any of the agreements that were transferred to Crunch Fitness. 

      24 Hour Fitness Corporate Office

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

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