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

Customer Complaints Summary

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

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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.

Initial Complaint
Date:06/10/2025
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 have pre-purchased training sessions at this location. However, I had sustained an injury and could not use the training sessions in time. Upon speaking with the general manager **** ****, he informed me that as long as I provide a medical note it should be fine. I have provided the medical note requested. However, he has not respond to my emails or phone calls. I still have 9 sessions left to use which amounts to hundreds of dollars. My latest phone and email were on 06/10. I had originally requested for them to release the 9 training sessions locked by corporate according to the general manager. At this point, I would like to receive full refunds for the 9 unused sessions.
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.
A refund request has been submitted in the amount of $688.50, 9 training sessions at $75.50 a session. The refund will be processed back to the card on file, **** ending in 3670.
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:06/09/2025
Type:Service or Repair 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 had a yearly membership MBR13274203 that started on 06/2024. In January I prepaid for another year at my local club. The associate there said he was going to freeze the new membership and have it activate once MBR13274203 ran out and have MBR13274203 canceled. On 6/7/2025. I was reviewing my credit card statement and noticed a charge for ****** from 24 hour fitness in 06/05/2024. I called my local club to inquire about it. I explained the situation and they admitted it was an error in their part. They tried to process the refund but were unable to. That a manager was the only one to be able to authorize it. They referred me to another club who had a manager on duty. Nothing came out of it. To cut it short, I've been unable to get a hold of any manager at any club, no one wants to help, and there is no customer service from their HQ. I've tried calling and their call center is always closed. According to the cancelation form in supposed to get a full refund if canceled within 5 days of entering the agreement. Today would be the last day of eligibility.
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.
The refund for $299.88 has been processed back to the **** Card ending in 7107. 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: 06/12/2025

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. However, the fact that I had to go to such extremes to get the resolution I was seeking from the start, still leaves a bitter taste.

Regards,

****** *********
Initial Complaint
Date:06/09/2025
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 bought a gym membership from 24 hour fitness that I have kept active for 20+ years: Member number: GO46365. This past year I was sent an email stating that my yearly membership would be raised. When I bought my membership, I paid a certain amount upfront for 3 years and then it was renewed for $29 a yr for the life of the membership. I was informed 8/2024 by email that it would now be $74 a year. I paid this because I didnt want them to have cause to cancel my membership. I ten have written multiple emails through the course of this year, with no response, to have the extra I paid refunded and to have my membership restored to the $29 a year that I signed on to. I keep my membership open because it is a good deal but I rarely if ever use it. I know others who have the same membership who were not targeted in this manner and who still have memberships that are $29 a year. I would like this resolved and my membership at $29 a year. My bill will be due soon so I would like this cleared up before then.
Business Response
Date: 06/12/2025
Hello Nicole Colao-Vitolo,
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 emailed you the information regarding the dues increase and the Right To Increase dues by 24Hour Fitness.
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: 06/12/2025
I never received any mail in relationship to an increase in my dues. I think it is unacceptable considering all other communication occurs via email. I think that their response shows that they were trying to be deceitful and really it should be a situation that if you did not hear from a client then their dues should not have changed. My signature should have been obtained if a change in my membership was going to be made. Something binding like the original membership that I did sign. I did not get mail and they are saying that this is just cause for increasing my dues. Unless they sent something that required me to sign it doesn't feel legal or binding. I sent multiple emails and called with no response. The condescending tone of how my membership is "still a good deal" is also unacceptable. I bought the membership under the terms for a reason. I want it restored as what I agreed to and a refund of my overpayment from last year. Thanks-NCV
Business Response
Date: 06/18/2025
Hello Nicole Colao-Vitolo,
The dues increase email was emailed to you using the email address on the membership which is the same that is in the BBB complaint, [email protected]: Email to be sent to member at [email protected] on 08/31/2024 for agreement GO46365 for Nicole, advising of new renewal amount $74.00 due on 09/30/2024. We did not receive the signed declaration that was mailed to you. 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 Claims Administration
process.
24
Hour Fitness Corporate Office

Customer Answer
Date: 06/25/2025
If the company can email me to have me pay dues they could have emailed me that my dues were increasing. I messaged them after I received the email indicating my dues increased- they did not respond multiple times. It is obvious that I did not receive the written declaration in the mail and how do I know it was sent. They could have sent it requiring signature receipt. While they are claiming this is lawful- It doesnt feel like it is. They should in good faith refund my over payment and resend the declaration to me so that I can sign it indicating that I do not agree with the increase. I do not agree with the increase in my dues. It is sneaky and not in good faith.
Initial Complaint
Date:06/09/2025
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 was charged a fee for insufficient funds. Ive never have been charged or even given notice about charges like that. This isnt a bank, its a gym membership. I have never had that happen and I believe its unlawful and a shady practice. I have prior billing statements that prove it has never happened before.
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.
Section 3(a) of the contract agreement signed on 08/05/2022 states: 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. Unfortunately, when we tried to charge the card on file, we were not able to receive the funds until 06/06/2025.
We thank you for being a valued member and wish you continued success with your health and fitness goals.
Yours in Fitness,
24 Hour Fitness Corporate Office
Initial Complaint
Date:06/06/2025
Type:Order 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 recently bought a membership with this establishment under the impression that I was only going to pay a yearly rate of $275.88. It was never explicitly disclosed to me than an additional fee of $59.99 was also owed, but it conveniently appeared on the contract that I didn't even have a chance to review before paying the membership fee.I asked multiple times to be sure that the initial fee ($275.88) that was disclosed was the only fee I'd be paying, and the employee confirmed that it was. There was no mention of the additional $59.99 before I paid for the *************'s also important to note that the employee in question signed the contract on my behalf without asking, either. It was merely typed into the contract.Based on this, I wish to cancel my membership with this company and would like my money back since I entered this contract under false pretense and without providing an actual signature.
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.
When the National:Yearly Auto-Renewal contract agreement was entered into on 05/19/2025, the agreement was emailed to you for your review. This gives the member the opportunity to review the terms and conditions of the contract. The Annual fee is prominent in the agreement as well as the agreement creation on the screen. The member has 5 days after reviewing the agreement to cancel the agreement if they do not agree with any terms and conditions and receive a full refund. We rely on our members to review all documentation that is emailed to them for clarity. As a customer service gesture, we have refunded you as requested.
24Hour Fitness.
Customer Answer
Date: 06/12/2025

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:06/04/2025
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 recently lost the ability to see my contract agreement I signed in August 2004 and ************************ shows that there are no eligible agreements to reinstate from cancellation. I never cancelled my membership and have visited several local clubs that all tell me my membership is cancelled. Please review my payment history for my membership #EY32393. I'm requesting a copy of my contract and that my membership be reinstated due to the additional payments I have made because of billing errors. In 2022 I paid twice 05/12/2022 CM20281394 Credit Memo Applied ($15.00) 11/16/2022 CM21770879 Credit Memo Applied ($5.00) and 11/16/2022 CM21770880 Credit Memo Applied ($20.00).My yearly due date has always been on August 17 at $20.00 per year. After The ************************* declared a Pandemic on March 11, 2020 leaving 5 months of that year with the club closed, my billing began to show monthly and bi-monthly charges and my membership was deactivated and reinstated for no reason multiple times. My payment records show:08/17/21 - 08/16/22 - $20.00 paid with transaction # CM18595237.08/17/22 - 08/16/23 - $20.00 paid with transaction # CM19496356.08/17/23 - 08/16/24 - $20.00 paid with transaction # P-55056965 08/17/24 - 08/16/25 - $20.00 paid with transaction # CM25726596.Considering my membership was reinstated after my request on 10/07/24 and the records for EY32393_3 with Membership (All-Club Sport:Annual Prepaid) for $20.00 shows my next renewal date is 10/07/2025. My membership needs to be reinstated because I have paid my bill and never cancelled my membership.
Business Response
Date: 06/11/2025
Hello ******* *******,
Your membership is active. We waived the past due balance of $20 for the ********* renewal period. Your next renewal will remain 8-29-25 for the ********* renewal period and must be paid by the renewal date of 8-29-2025 in order to avoid another permanent cancellation. To update your membership information and/or to make a payment please log in to your My24 account (or create one) at ************************************************* or visit your local club.
24Hour Fitness Corporate Office
Customer Answer
Date: 06/12/2025

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:06/04/2025
Type:Billing 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 former 24 Hour Fitness location in *********, *******, which officially became Crunch Fitness on May 1st. Prior to this transition, in April, I spoke with an employee at the location who confirmed that my 24 Hour Fitness membership would be terminated and that I would need to create a new membership with ******. Based on this information, I created a new Crunch account which requires me to pay another $60 annual fee for the year. However, I had already recently paid the annual fee for my 24 Hour Fitness membership, and the gym transitioned into Crunch before I even got a full years use out of it. Now Im being forced to pay a second annual fee to a rebranded gym. Additionally I recently noticed that I am still being charged $29 monthlythe previous 24 Hour Fitness ratewhich is now showing on my bank statement under the name Crunch. This charge has continued for the past two months, totaling nearly $60, When I attempted to cancel or freeze the old 24 Hour Fitness membership online, the system would not allow me to do so.
Business Response
Date: 06/10/2025
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 former 24 Hour Fitness location in *********, *******, which officially became Crunch Fitness on May 1st. Prior to this transition, in April, I spoke with an employee at the location who confirmed that my 24 Hour Fitness membership would be terminated and that I would need to create a new membership with ******. Based on this information, I created a new Crunch account which requires me to pay another $60 annual fee for the year. However, I had already recently paid the annual fee for my 24 Hour Fitness membership, and the gym transitioned into Crunch before I even got a full years use out of it. Now Im being forced to pay a second annual fee to a rebranded gym. Additionally I recently noticed that I am still being charged $29 monthlythe previous 24 Hour Fitness ratewhich is now showing on my bank statement under the name Crunch. This charge has continued for the past two months, totaling nearly $60, When I attempted to cancel or freeze the old 24 Hour Fitness membership online, the system would not allow me to do so.
Business Response
Date: 06/11/2025
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 for ***** **** MBR13564105 is a minor add-on membership under Dinotra ****** MBR12630566. 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. The memberships should be active a Crunch Fitness. If a new membership was created under Crunch Fitness, we suggest cancelling the membership at Crunch Fitness and request a refund. we are not able to refund any of the Florida memberships that were transferred to Crunch.

Yours in Fitness,
24 Hour Fitness ****************
Customer Answer
Date: 06/11/2025
Thank you for following up on my complaint. However, I do not accept the businesss response, as it fails to address the full scope of the issue and unfairly redirects responsibility without resolution.

On May 1st, I was charged $29.43 by the gym formerly known as 24-Hour Fitness, which had officially converted into Crunch Fitness at that point. Since the facility was no longer operating under 24-Hour Fitness
I was unable to access or use the gym services that month. Therefore, I am requesting a refund for that charge.
I visited the location and spoke with two employees, **** and *******, who confirmed that the June 1st charge of $29.43 could be refunded and processed it. However, when I brought up the May 1st charge, I was told it was no longer in their system and was tied to the previous 24-Hour Fitness system
Additionally, when I raised this issue in person, my prior 24-Hour Fitness account was fully canceled meaning thethe $60 annual fee I had already paid for a full year of service beginning in August. That cancellation left me unable to use the service for the remaining four months I paid for.

As it stands, I am still owed:

A refund of $29.43 charged on May 1st.

A partial refund of the $60 annual fee for the unused four months (May through August)

Business Response
Date: 06/13/2025
Hello ***** ****,
As indicated our previous communication, 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.
As such, we are no longer servicing this membership. You will need to contact Crunch directly at ***************************************** for any current operational inquiries or requests.

24 Hour Fitness
Initial Complaint
Date:06/02/2025
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 am filing a formal complaint against 24 Hour Fitness due to an unauthorized renewal of my gym membership despite my efforts to cancel it in advance.Approximately three weeks before my membership was due to renew, I contacted 24 Hour Fitness by phone and spoke with a representative at the ********* location . I clearly informed him of my intent to cancel the membership before the renewal date. He assured me that he would take care of the cancellation and that I did not need to take any further action.However, when I recently reviewed my credit card statement, I was surprised to see that my membership had been renewed and that I had been charged. I called 24 Hour Fitness again to address the issue, but the representative told me that cancellations must be done either online or in person. I explained that I had already called and was told the cancellation would be processed, but they refused to honor that previous conversation.I believe this is unfair and misleading. If phone cancellations are not accepted, the representative should not have told me otherwise, nor should he have given me any assurance that it was being handled. I feel this practice is deceptive and has resulted in an unauthorized charge to my account.I am requesting that 24 Hour Fitness refund the renewal charge and confirm the cancellation of my membership immediately.
Business Response
Date: 06/09/2025
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 has been processed in the amount of $269.89 back to the card on file ending in 0256.
Yours in Fitness,
24 Hour Fitness Corporate Office
Initial Complaint
Date:06/02/2025
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.
A homeless person has been sleeping in the woman's locker room for over 4 months. She occupies a shower stall. She's been coughing the last few weeks. I reported her to the front desk and called about health concerns. All they have to say is that she's a member and she pays her dues. Now I'm sick. She needs to be removed from the woman's locker room.
Business Response
Date: 06/06/2025
Hello Epepania *********,
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 forwarded the complaint to the appropriate management team members to resolve. We have advised the management team that sleeping in the club is not allowed.
Thank you so much for bringing this to our attention. A management team member has been asked to reach out to you by the end of business 06/10/2025.
Yours in Fitness,
24 Hour Fitness Corporate Office
Initial Complaint
Date:06/02/2025
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.
Complaint Summary: Unauthorized Recurring Charges, Misleading Communication, and Disrespectful Staff Behavior I signed up for a one-month membership at the 24 Hour Fitness ********* location (****************************************). I clearly told the staff that I only wanted a one-month membership. At no point was I informed, either verbally or in writing, that my membership would automatically renew each month. The membership emails never stated that payments would be charged monthly on an ongoing basis.Later, I discovered I was charged for three additional months without my knowledge or consent.When I spoke with the gym manager about this issue, he refused to refund more than one month and insisted that it was my responsibility to cancel the membership. He said the gym was not at fault and only agreed to refund one month.During my communication, I asked for translation assistance because I am not fluent in English. At that time, a Black male staff member laughed briefly, and I did not understand what he was laughing at. On a second occasion when I returned to discuss the issue again, the same staff member said, That guy is back again, and laughed once more. This behavior felt disrespectful and unprofessional, especially during an attempt to resolve a serious billing dispute.I am requesting a full refund for the unauthorized charges and an apology for the disrespectful treatment I experienced.
Business Response
Date: 06/06/2025
Hello Zimo Pei,
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 contract agreement entered into on 02/26/2025 is a Minor Agreement for Zimo Pei MBR14510177. You are the cosigner on the agreement for the minor. When the membership was created, the agreement was emailed to you with the terms and conditions of the contract agreement. The agreement was emailed to ******************************. We see that the Minor member has been using the membership from 02/26/2025 through 06/06/2025. We will not be able to fulfil your request for a refund. Please reach out to the club if you would like to cancel the Minor Agreement.
Yours in Fitness,
24 Hour Fitness Corporate Office

Customer Answer
Date: 06/08/2025
When I signed up for the membership, no one told me there would be automatic renewal, and there was no mention of it in the emails I received. The photos I provided also show this clearly. After signing up, I only went to the gym two or three times, from February 26 to March 26. I did not go at all after March 26. When I discovered this on May 28, I went to the gym to ask about it. The manager told me that this months fee is non-refundable. So I did go a few times after May 26, and I am not asking for a refund for this month. I only request a refund for the period from March 26 to April 26.

Business Response
Date: 06/12/2025
Hello Zimo Pei,
The photos provided shows access of the agreement that was purchased not of what is in the agreement. The contract agreement was entered into on 02/26/2025, the agreement was emailed to you for your review. This allows the member to understand the terms and conditions of the membership agreement. If the member doesn't agree to the terms and conditions of the agreement, they are able to cancel the membership within a 5-day period and receive a full refund. The Agreement also states in section 3(a) Whether or not you use the facilities, you must still pay your monthly dues and non-use of the facility or facilities is not a basis for refund of prepaid dues.
24Hour Fitness

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