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.
400 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:06/02/2025
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 signed up for a $1 two-week trial on April 17, 2025, for 24 Hour Fitness. I was told I would be billed $30/month starting May 2 if I continued, which I accepted.On May 3, both my and my childs accounts were charged $59.99. This included a $29.99 annual fee that was never disclosed during signup. I was never informed verbally or in writing. When I called the club, I was told every member pays it, without addressing the lack of disclosure.Then on May 19, both accounts were charged $30 again, even though I had already paid in early May. I was told it was due to the April 17 sign-up date, which contradicts what I was told.I requested to pause the accounts at the end of the billing cycle, but the gym paused them immediately and locked access. This was later corrected. I tried disputing the annual fee with ***************, but the bank denied the claim.I am frustrated by the lack of transparency, misleading billing, and the refusal to resolve the issue ************** disputed: $59.98 ($29.99 x 2 annual fees)Additional issue: second $30 charge on May 19 for each account, while still under the first month's billing ********* requesting fair resolution as described below.
Business Response
Date: 06/06/2025
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 Primary member on the agreement is **** ***** MBR11304433, you and your brother are add-on members. On the day the Regional:Gold Monthly membership contracts were entered into, the Agreements were emailed to you and your brother explaining the terms and conditions of the membership. The Annual Fee is explained in the agreements. We email the member's the agreements in order for them to review and understand the terms and conditions so if they wish to cancel during the cooling off period, they are able to. The Annual Fee is explained in the contract agreement as a nonrefundable fee. The Annual fee will be charged every year on 05/02. Please review the signed agreement that was emailed to you.
As a onetime only customer service gesture, we have refunded the annual fee for you and your brother, future annual fees will be taken as scheduled and refunds will not be processed. The memberships have been noted as such.

Customer Answer
Date: 06/07/2025

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:06/01/2025
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 called 24 Hour Fitness before my membership renewal date to downgrade from a Buddy **** membership to a standard individual membership. Despite calling ahead, I was charged for both memberships.When I visited the ****** *********** to resolve the issue, the general manager, ******, was extremely rude and dismissive. She refused to acknowledge that I had called before the renewal and told me I had no choice but to stay on the more expensive plan. She made no effort to help, raised her voice, and spoke to me in a condescending tone throughout the interaction.This was a basic customer service and billing issue that I tried to handle in advance. Instead, I was double charged and treated with complete disrespect by the manager.Ive already contacted 24 Hour Fitness customer service by email and posted a review on ****, but have yet to receive any resolution. I am requesting:1.A full refund of the higher-tier membership charge.2.A downgrade to the standard individual plan I originally requested.plan
Business Response
Date: 06/06/2025
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 has been cancelled, and a refund has been processed back to the payment method of the charge. A cancellation and a refund confirmation has been emailed to you. If you would like to enter into a lower cost agreement you will need to create the membership online or a team member at the local club can assist you.
Yours in Fitness,
24 Hour Fitness Corporate Office
Initial Complaint
Date:05/31/2025
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.
I am filing a complaint against 24 Hour Fitness for repeated, unauthorized, and inconsistent billing on my account, including duplicate charges and amounts that exceed my original agreement.I signed up for a $25/month membership a few years ago. I have not used the gym in several months, yet I have been charged multiple times per month with varying amounts. I was charged on two separate bank accounts linked to my membership, despite only using one for years. I recently reviewed my statements and found the following charges:***************:May 31, 2025 (pending): $49.91 May 27, 2025: $49.99 April 30, 2025: $46.28 April 21, 2025: $36.29 Golden One Credit Union:Jan 31, 2025: $72.58 Feb 1, 2025: $72.58 Feb 4, 2025: $18.55 Mar 1, 2025: $36.29 and $9.99 Mar 31, 2025: $9.99 I attempted to call their member support line multiple times and was unable to reach a representativeits always closed. I also tried to cancel my membership but have had no success.Additionally, my local gym location is in poor condition, with broken equipment and roaches in the sauna, which I believe adds to the unethical nature of these charges.I am requesting:A full refund for all excessive, duplicate, and unauthorized charges Immediate cancellation of my membership I have documentation and screenshots of all charges and will escalate to state consumer protection if needed.
Business Response
Date: 06/06/2025
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 contract agreement entered into on 03/31/2022 is a Regional:Gold Monthly membership with monthly dues of $ 29.99. An Annual Fee of $ ***** that comes out annual on 5/25 of each year.
On 02/04/2025 a Buddy ****:Monthly was created online by the member with a month fee of $9.99 scheduled to be paid on the 4th of each month. The agreement for the Buddy **** was emailed to you on 02/04/2025 for your review. Both of the agreements come with a signed AUTHORIZATION FOR DUES DIRECT ANDANNUAL FEEPAYMENTS.
On 03/31/2025 09:32 PM PDT an email was sent describing the dues increase for the membership from $29.99 $39.92. Explanation of charges: April 30, 2025: $46.28 - Buddy *** $9.99 and monthly membership fee 36.29. April 21, 2025: $36.29 monthly membership fee. There were no fees processed for December and January due to not enough funds on the card, so we collected $72.58 on February 1st. The ***** for February 4th is the first and last month's dues for your Buddy **** agreements The charges in March for monthly membership dues $36.99, Buddy **** $9.99 and an additional $9.99 because the payment in February was declined to do not enough funds on the card. On May 27 the $***** Annual fee as described in the contract agreement was charged. We see that the $9.99 Buddy **** was cancelled on 06/02/2025 11:55 AM PDT by a club team member. A refund of $9.32 was processed to original payment method.
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:05/30/2025
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 09/29/2024, 24 hour fitness renewed my annual membership without my consent or knowledge. Prior my annual renewal, i had to relocate to WA state and made sure to cancel my auto renewal membership by removing the option/check **** from my billing method for auto renewal as shown on the attached document. However, until recently i learned from 24 hour fitness location in ********** that I still have a membership at the time I tried to sign up for a new membership. To present time, i haven't used any 24 hour fitness gym believing that my previous membership was expired without any knowledge of subscripting to a new membership. I have contact 24 hours fitness location at *************, *********************************************** be able to allow for activating my new membership starting on June instead of a refund since i was planning to sing up for the service again but they refused. Accordingly, I am reaching out to BBB to help me with this matter and dispute this charges since they were processed despite canceling and choosing to be removed from the annual membership auto renewal. It appears that this also a scam to force members to use a membership automatically by referring to an auto renewal even if it is done without the consent or the approval of the customer. I am seeking either a refund or an activation based on today 5/30/2025 instead of the date of the forced renewal of 9/29/2024. Please note that also, i have been a member of 24 hour gym for more than 10 years with no issues. Thank you, your assistance is greatly appreciated.
Business Response
Date: 06/05/2025
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 signed National:Platinum Yearly Auto-Renewal membership contract come with an AUTHORIZATION FOR DUES DIRECT PAYMENTS. The authorization for payment was set up with a card ending in 5136. The membership contract agreement was created on 09/29/2022. Each year after entering the contract agreement we have automatically taken the payment on the scheduled renewal date. Except for the payment made on 08/18/2023 which was made over the phone by the member with a club team member at the *** club. Each year a renewal reminder was emailed to them member 30 days prior to the due date. The last renewal reminder was emailed on 07/31/2024 10:23 PM PDT. Memberships are not cancelled by changing the payment record on the membership. On 04/24/2024 05:45 PM PDT the card record was updated by the card company, Credit Card Expiration Date for card ending in ************5196 was updated via Account Updater from 8/2025 to 4/2029.Action: The expiry date of the card has changed.
The membership was never cancelled and is still in an Active status. Section 3. FINANCIAL POLICY & NOTICES of the agreement states: 3(a). Dues & Fees: Whether or not you use the facilities, you must still pay your dues and non-use of the facility or facilities is not a basis for refund of prepaid dues.
We would be able to process a prorated refund. Please let us know if you would like us to move forward with processing the prorated refund and cancel the membership.
Yours in Fitness,
24 Hour Fitness Corporate Office
Initial Complaint
Date:05/30/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to formally request a refund for my annual membership, which I purchased for approximately $290 on April 22, 2025. Despite my efforts to resolve this matter through multiple channels, I have yet to receive any communication or resolution from your team. After joining, I visited several 24 Hour Fitness locations in search of a clean and functional facility. Unfortunately, I encountered consistent sanitation issues and widespread equipment damage across every gym I visited. The restrooms, saunas, and workout areas appeared unsanitary and poorly maintained, with no visible effort to clean or sanitize regularly. The saunas, in particular, had layers of buildup in both seating and standing areas, and the general gym environment was concerning from a hygiene standpoint. These conditions were not isolated observations. Numerous members have voiced the same concerns online, as reflected in recent reviews and comments. In addition to the lack of cleanliness, I found that a significant amount of equipment was broken or unusable, leading to crowding and frustration among members. The persistent lack of maintenance and disregard for basic hygiene standards ultimately led me to request a cancellation and refund.Despite visiting multiple locations and submitting several online requests, I received no response. When I finally spoke to a manager at the ********* location, I was informed that my membership had been cancelled by corporate but without any mention of a refund. Since then, I have made over 30 attempts to contact your customer service line, which continues to state it is closed. I have also sent emails with no reply. Canceling my membership without issuing a refund, especially after only one month of use, is unfair and amounts to a one-sided loss. Given that I paid for 12 months of service and only used the membership for one month under extremely unsatisfactory conditions, I believe a refund is fully warranted. I am asking for immediate action.
Business Response
Date: 06/04/2025
Hello **** ****,
We have received and reviewed your correspondence submitted to the Better Business Bureau and sincerely apologize for any inconvenience that you may have experienced.
A refund of $299.88 has been processed back to the payment method on file.
24Hour Fitness
Customer Answer
Date: 06/04/2025

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:05/29/2025
Type:Customer Service Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am a longtime member of 24-hour fitness, and over the course of the past year, the temperature inside the gyms I frequent is between ***** degrees. Im finding that I get overheated when I am working out, and worry about the health effects of working out in a gym that has such warm temperatures. These temperatures exceed the recommended temperature for fitness centers, set by industry standards. In addition, the fans in the gym dont work. I am paying an annual fee to this gym and expect the temperatures to be within healthy limits for working out. I hope 24-hour fitness will insure that its gyms in ****************** and *************** will begin to have lower temperatures and adequate ventilation to ensure their members health.
Business Response
Date: 06/04/2025
Hello ******* *******,
We have received and reviewed your correspondence submitted to the Better Business Bureau and sincerely apologize for any inconvenience that you may have experienced.
Your complaint has been forwarded to the General Managers, District Manager, and the District Repair Maintenance Manager of the club. We have asked that a manager reach out to regarding this issue.
Thank you for bringing this to our attention,
24 Hour Fitness Corporate Office
Customer Answer
Date: 06/06/2025
This response does not let me know what the resulting action will be to actually address the issue.
Business Response
Date: 06/11/2025
Hello ******* *******,
The corporate office has to rely on the filed management team to resolve issues with any club operations. There is a note on your membership that the General Manager of the club called at 3:12pm and left a voicemail letting the member know we will address her concerns and to call me back at earliest convenience. The General Manager is expecting a call back from you to resolve the issue.
Yours in Fitness,
24 Hour Fitness ****************
Customer Answer
Date: 06/13/2025
I returned the managers call but was told he was busy and couldnt talk to me. He was from the *************** location. Staff talked to him and he said hed call me back in 30 minutes, but he never did return my call. There are two gyms that I had mentioned, with the one in ****************** being the most problematic. Ive attached a recent photo of the thermostat so you can see the temperature and humidity levels, which were taken around 9:20 in the evening. Its hot and the air is stagnant in this gym.
Initial Complaint
Date:05/28/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Canceled my subscription long time ago yet I am still being charged.Kindly remove this charge immediately
Business Response
Date: 07/01/2025
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 don't show a cancel request on your membership. We rely on our members to inform us within a 30 day period of any unwanted charges on the membership as described in Section 3(e) of the agreement that was emailed to you when the agreement contract was entered into: You must notify us within *********************************************************************** we will not be obligated to recredit your account.
24 Hour Fitness Corporate Office

Customer Answer
Date: 07/02/2025
I am writing to document and escalate a case of stonewalling, deceptive business practices, and willful bad faith by 24 Hour Fitness. Despite multiple attempts to cancel my membershipvia calls to multiple locations, submissions through their online portal, and BBB complaints24 Hour Fitness ignored all communication for weeks. Only after filing multiple complaints and public reviews did I receive a refund check.

Let me be very clear:

I made every reasonable effort to cancel my membership within the required timeframe. I have call logs, emails, screenshots, and support ticket confirmations documenting my repeated attemptsall ignored by 24 Hour Fitness.
I was only refunded after external pressure and public exposurea pattern that suggests 24 Hour Fitness deliberately avoids resolving member complaints until legal or reputational threats emerge.
This is not an isolated incident. A simple review of public complaints on the BBB, ******* Yelp, and TrustPilot reveals a consistent pattern of ignored cancelation requests, unauthorized charges, and corporate gaslighting. This appears to be an intentional profit-driven policy of delay, denial, and silence.

Let me be even clearer for the record:

I am demanding written confirmation that my account is permanently closed and that no further charges will be made.
I will be forwarding this documentation and all supporting evidence to:

The **************************** Office Consumer Protection Division
The ************************ (***)
The *****************************************
Relevant state attorneys general, if this pattern is nationwide

I will also be organizing and amplifying the voices of other impacted members through public channels to expose this scheme.

This is your final opportunity to respond with integrity. I expect a resolutionnot a templated deflection.

Business Response
Date: 07/07/2025
Hello *** *******,
You've had different memberships with 24Hour Fitness under different names, ****** ******* and *** *******. The membership in question is the one that was entered into on 05/28/2023 MBR11383703.
The first BBB complaint received was in October of 2024 asking for a full refund because the ****************** was too crowded. We responded to the rebuttal: Cancellation of the agreement and a prorated refund is all that we are able to offer. We would be able to cancel the membership and prorate a refund from the start date through the date of this complaint. We did not have a response to our message until 06/03/2025 when you reached out to our member service team. At that time, they cancelled the membership and processed a refund of $111.76 back to the MasterCard on file ending in 0228.
Thank you,
24Hour Fitness
Customer Answer
Date: 07/08/2025

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:05/27/2025
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.
We had cancelled our membership in early June of 2024. We just discovered they billed us and are attempting to bill us again.We will file a suit in small claims court seeking reimbursement.
Business Response
Date: 06/02/2025
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 cancellation request on the membership. A cancellation was processed by the General Manager of the San **** ************************** just recently on 05/27/2025 02:24 PM PST. There hasn't been a payment on the membership since 06/26/2024. The membership was not billed as the billing date is 06/26/2025.
24Hour Fitness
Initial Complaint
Date:05/27/2025
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.
*****- ***************** LOCATION .. I PAID FOR A FULL YEAR MEMBERSHIP (24S10177039) AND THIS MEMBERSHIP WAS CUT SHORT AND TERMINATED WITHOUT MY CONSENT. BASED ON THE INFORMATION I GOT, IT SEEMS LIKE 24 HOUR FITNESS SOLD THIS LOCATION TO CRUNCH FITNESS. TAKING MONEY AND BREACHING THE CONTRACT WITHOUT GIVING THIS MONEY BACK IS A CRIME, FRAUD. ALL COMMUNICATION MUST BE VIA EMAIL. I HAVE ATTACHED PDF DOCUMENT. THIS IS THE MAIN ISSUE. THERE ARE FAR OTHER ISSUES WHERE I WAS HARASSED, VIOLATED, MISTREATED AND DISCRIMINATED AGAINST BY THE EMPLOYEES, MANAGEMENT, AND CUSTOMERS AT THIS LOCATION. I FROZE MY MEMBERSHIP WHICH EXTENDS IT FOR AMOUNT OF TIME FROZEN SO THEY DECIDED TO STEAL MY MONEY AND NOT EVEN SEND ME A NOTICE THEY HAD SOLD THIS LOCATION. I AM DEMANDING A FULL REFUND
Business Response
Date: 06/02/2025
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 contract agreement signed on 01/15/2024 states that: 24 HOUR RESERVES THE RIGHT TO TRANSFER, SELL OR ASSIGN YOUR MEMBERSHIP IN THE EVENT 24 HOUR SELLS A CLUB.
The last payment received was on 03/03/2025 for the Annual Fee in the amount of $32.09. As of May 1, 2025, 24 Hour Fitness no longer operates clubs in ******** Crunch Fitness has taken ownership of these locations, and access through 24 Hour Fitness is no longer available. All ************ memberships were transferred to Crunch Fitness, including frozen memberships. We are not able to refund any of the memberships that have been transferred to Crunch Fitness.
24Hour Fitness

Customer Answer
Date: 06/02/2025
Except my membership was terminated and you stole my money. This is clearly a criminal matter.
Wether you sold my membership or not, I was not notified and I have a document stating it was terminated and therefor you breached the contract by stealing my money.
Rather than srnd a refund, send me a check for the full amount i paid your company.

Business Response
Date: 06/09/2025
Hello ******* *****,
You are correct, the membership was cancelled due to your membership not being with 24Hour Fitness any longer. The membership number MBR12588022 is with Crunch Fitness and can be accessed through Crunch Fitness. All Florida membership agreements were transferred to Crunch Fitness. All members who were transferred received a cancellation notice from 24Hour Fitness. Our agreements come with a clause regarding cancelling our memberships: 6(g). Termination Without Cause by 24 Hour: 24 Hour reserves the right to terminate your membership for any reason not stated above and not prohibited by law. If 24 Hour does so, it will mail a written termination notice to your last known address and refund any unused prepaid dues.
This clause also explains the written termination notice you received.
Yours in Fitness,
24 Hour Fitness Corporate Office
Initial Complaint
Date:05/26/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
To Whom It May Concern,Im filing a formal complaint against 24 Hour Fitness related to a traumatic incident at the ****************************** location and subsequent retaliatory conduct.I was harassed by another member, and the manager ******* falsely accused me of using racial slursclaims made without evidence or immediate reporting. I filed a written complaint with corporate, but received no response. Instead, the club is now attempting to revoke my membership without any notice or due process.They claim a letter was mailed, which I never received, and Ive continued being charged $1314/month for a frozen membership throughout this timedespite being barred from entry.This appears to be retaliatory and unethical, potentially violating consumer protection laws.I am requesting:1.A full investigation into the incident, including video review.2.A written apology and correction of false accusations.3.A refund of 8+ months of frozen membership fees.4.Clarification and reinstatement of my membership.5.An explanation of why my complaint was ignored.If unresolved, I will escalate to the BBB, AG, and other agencies.
Business Response
Date: 05/29/2025
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 the freeze on the membership. Notes on the membership show where the freeze was requested by the member. On 07/26/2024 a call was made to our member service team requesting a freeze on the membership. Notes on the membership: Freeze Request/Issue member called/verified/stated that he wants to cancel his membership because he was accused of being racist and feels like he was targeted by the gym manager/feel discriminated/ requested to freeze/ froze membership.
The additional items in the complaint are being reviewed by management business partners. They have been asked to reach out to you by the end of business on 06/03/2025 regarding the Threaten To Revoke process that was explained to the you previously.
24Hour Fitness

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