Complaints

This profile includes complaints for 24 Hour Fitness USA Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  24 Hour Fitness USA Inc

  PO Box 2689 Carlsbad, CA 92018-2689

• 

  24 Hour Fitness USA Inc

  870 Amena Ct Chula Vista, CA 91910

• 

  24 Hour Fitness USA Inc

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

• 

  24 Hour Fitness USA Inc

  4655 Frazee Rd Oceanside, CA 92056

• 

  24 Hour Fitness USA Inc

  975 Lomas Santa Fe Dr Solana Beach, CA 92075

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

• Initial Complaint

  Date: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

   

• Initial Complaint

  Date:05/23/2025

  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.

  The upkeep of the gym is very disapppointing. We are paying all of this money for what?Half the cardio equipment has been "out of order" for years. There are basically no pins for the pulley equipment so people have resorted to bringing their own pins or even screwdrivers to use as pins. Theres no spray to clean the equipment after use, which is a huge health hazard at this point.The facility is being managed very poorly. No one is ever at the front desk. The front desk says "dont ask for pins", this obviously means they have been asked countless times and have done nothing to fix it. How are people supposed to work out at a gym that claims they provide everything needed to workout and they cant even upkeep their equipment? Something needs to be done.

  Business Response

  Date: 05/28/2025

  Hello ***** *****, 

  We have received and reviewed your correspondence submitted to the Better Business Bureau and sincerely apologize for any inconvenience that you may have experienced.

  Thank you so much for bringing these issues to our attention.  Unfortunately, you did not mention which club you are speaking of in the complaint.  We see that you visit the ******** (Active), and the ****************** (************) (Sport) clubs.  Please let us know the club you are speaking of.  

  Thank you, 

  24Hour Fitness 

   

  Customer Answer

  Date: 05/28/2025

  
  Better Business Bureau:
  
  Hello,

  I am referencing thr Crane gym: ***************************************************. I am currently using the ***** pass but I have been there before over a year ago with similar issues that were obviously not resolved.

  Regards,
  
  ***** *****
  
   

  
  

• Initial Complaint

  Date:05/22/2025

  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.

  Time Share I don"t know why 24 hour fitness is running their business like a time share; taking money from members account without permission and ducking communication with them afterwards.I paid for one month of training then canceled on (May 2nd 2025) with an application at 24 hour fitness and when the weekend was over (May 5, 2025) I got charged $190 on my debit. I've tried contacting the customer service complaint line but no one will pick up and the manager at the ************* blows me off.I'm a retired person and on a fixed income and need my money as I type this complaint, I would like for the money to be refunded ASAP, I have better things to do than ***** my own money around.

  Business Response

  Date: 05/28/2025

  Hello ****** ********, 

  We have received and reviewed your correspondence submitted to the Better Business Bureau and sincerely apologize for any inconvenience that you may have experienced.

  The Individual Training:PT 25-minute Custom Coaching Subscription 25-minute Custom Coaching Subscription Personal Training contract agreement was entered into on 04/03/2025 is a monthly contract that was emailed to you for review on 04/03/2025.  The billing was just as described in the contract agreement.  The agreement was cancelled on 05/06/2025 after the due date of 05/03/2025.  As a customer service gesture, a refund has been processed in the amount of $190.00 going back to the payment method on file.  A refund confirmation has been emailed to you at **********************************, the email address on the membership. 

  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

   

   

   

  Time Share I don"t know why 24 hour fitness is running their business like a time share; taking money from members account without permission and ducking communication with them afterwards. I paid for one month of training then canceled on (May 2nd 2025) with an application at 24 hour fitness and when the weekend was over (May 5, 2025) I got charged $190 on my debit. I've tried contacting the customer service complaint line but no one will pick up and the manager at the ************* blows me off. I'm a retired person and on a fixed income and need my money as I type this complaint, I would like for the money to be refunded ASAP, I have better things to do than ***** my own money around.

  Customer Answer

  Date: 05/30/2025

  
  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:05/22/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a gym membership with 24 Hour Fitness, which I canceled online on March 31, 2024. However, 24 Hour Fitness has still been charging my credit card. I would like 24 Hour Fitness to stop charging my credit card without my authorization and to refund me for all the charges they made to my card after I canceled my membership.

  Business Response

  Date: 05/28/2025

  Hello ******* ****** Lucar, 

  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 charges are for the membership for *** ****** MBR11701486 who you were the cosigner on the agreement contract when it was entered into on 07/14/2023.  The agreement was cancelled on 05/14/2025 due to nonpayment.  A cancellation confirmation was emailed to ******************************* on 05/14/2025.

  Thank you, 

  24Hour Fitness

• Initial Complaint

  Date:05/21/2025

  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.

  In 2003 I purchase for a large amount of money a lifetime gym membership. I paid a large amount down and $99 a year for life. As of ay 21, 2025 24 hour fitness suddenly without warning cancelled my membership stating they would no longer honor the contract we entered into. I have sent emails to corporate but not reply has been received:

  Business Response

  Date: 05/22/2025

  Hello **** *********, 

  Thank you for taking the time to contact us regarding the membership notification letter you received. As discussed, unfortunately,there is no way to continue with your prior membership rate. However, we very much value having you as part of our 24 Hour Fitness community and hope you continue your fitness journey with us.

  As described in the email or letter you received, we are pleased to offer you an exclusive promotional rate of $19.99pper month plus Annual Fee for our Platinum monthly membership the most competitive rate offered by your ******* take advantage of this offer, please refer to the membership notification email you received to join online or visit your local club for assistance. The offer is valid through May 31, 2025.
  
  Sincerely,

  24Hour Fitness Corporate Office 

  Customer Answer

  Date: 05/22/2025

  I am requesting the contract that was signed in 2003. I was under the impression that I had a contract for life. I am not understanding how you can arbitrarily revoke your end of this agreement.  

  Business Response

  Date: 05/28/2025

  Hello **** *********, 

  The agreement has been ordered and will be emailed to jillabc@********* when received. Thank you, 

  24Hour Fitness  

• Initial Complaint

  Date:05/21/2025

  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.

  RE: Request for Immediate Reactivation of Lifetime Membership I am writing to formally request the immediate reactivation of my lifetime annual membership with 24 Hour Fitness, which I purchased in 2005. My account has been consistently maintained in good standing, with dues paid each year in August without interruption.Recently, I visited the 24 Hour Fitness location in *********, **, and was informed by **** *., the Sales and Service Manager, that my membership has been canceled. This came as a complete surprise, as I have not received any prior notice of cancellation, nor is there any valid reason for termination. This membership was sold to me as a lifetime annual membership, and I have upheld my end of the agreement for nearly two decades. I respectfully request that 24 Hour Fitness honor this agreement by immediately reinstating my membership without penalty or delay.Please contact me as soon as possible to confirm the reinstatement and provide access details so I can resume using the facilities. I appreciate your prompt attention to this matter and look forward to resolving it amicably.Sincerely,****** A *****

  Business Response

  Date: 05/22/2025

  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.

  An email was sent to you on 07/10/2024 at 01:05 PM advising the renewal date was coming up for your membership: Member was sent an email for their renewal/quarterly subscription coming due, due date 08/09/2024.  An additional email was sent on 01/24/2025 at 12:06 PM:Email sent to member advising of clubs in ** being sold to Onelife fitness effective 2.1.2025. Member and any related service agreements, including ** will be transferred to *******. If member wishes to stay with 24HR email *********************** to provide a club to transfer the membership to instead of *******. Email sent to ************************ If we did not hear back from the member the member was transferred to Onlife.  The time has passed to reinstate the membership. 

  24Hour Fitness Corporate Office

   

• Initial Complaint

  Date:05/20/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom It May Concern I am submitting this message to inquire about pursuing or joining a potential class action lawsuit against 24 Hour Fitness. I, along with numerous other members, have experienced repeated and widespread issues across 30+ gym locations in **********, including:Unsanitary and hazardous conditions (e.g., moldy showers, dirty equipment, broken machines, etc.)Neglected maintenance despite premium membership pricing False advertising of amenities and facility standards that are routinely not upheld Emotional and physical distress from unsafe or unclean workout environments A breach of contract, as the services paid for were not delivered as promised This situation has not only affected the enjoyment and mental wellness expected from a fitness membership but may also pose public health and legal safety concerns.I am seeking legal guidance to determine whether this issue qualifies for a class action lawsuit or civil claim under Californias consumer protection or contract laws. I am also actively collecting photo/video evidence, testimonies from fellow members, and documentation of complaints.Please let me know if this is a case your firm would consider investigating further. I would be happy to provide more details, including location-specific issues, witnesses, and supporting evidence.

  Business Response

  Date: 05/22/2025

  Hello ***** *********, 

  Unfortunately, BBB passes the complaints submitted to them onto 24Hour Fitness Corporate Offices.  We are not in a position to advise you of how to start a Class Action Lawsuit against 24Hour Fitness.  The information you provided will be passed along to the proper business partners.  

  Thank you,

  24Hour Fitness Corporate Office.  

• Initial Complaint

  Date:05/20/2025

  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 have a membership with 24 hour fitness that I established around December 2006 for myself and my wife. We were guaranteed an annual membership renewal at a fixed rate of $49 annually for our two membership accounts which would never have a rate increase if we paid a large up front initiation fee, which we did. Sometime around late November or early December 2018 we received a bill from 24 Fitness showing my annual membership renewal bill at the original transaction rate of $49 and my wife's membership renewal at a price increased to $94. Over the next month I spent hours on the phone trying to get help to correct her annual renewal back to the original contract price, finally being told by *****-***, ID# *****, on January 8, 2019 that I had to pay the renewal at the $94 price in order for her account to be considered current so that 24 Hour Fitness USA, *** would even help us. Later, after waiting for the account to update, after calling back in to 24 Hour Fitness ***, I was told by ******* that she forwarded my account information to the "escalation team," and I needed to wait another 7-10 days for them to resolve my issue. When I called back in to 24 Hour Fitness' customer service ***** on Feb 6, 2019, I spoke with **** A, ID# *****, who told me that my wife, ******** account was now flagged and corrected to remain at $49 annually for life. Now in 2025 I received a new annual renewal e-bill showing an increased rate to her account of $108.90. I went into my local 24 Hour Fitness to speak with the ** in order to fix this billing issue. My local gym said I have to contact the original location in *********** as they are the only one's who could make adjustments to the membership account. After multiple calls to 24 Hour Fitness West Covina I was refused help & told to contact corporate. My only option was email and they have also refused to reply back to assist me. 24 Hour Fitness clearly shows a policy of ignoring members to let issues "disappear."

  Business Response

  Date: 05/22/2025

  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 ****** ******** ENGLANDGT07475 was a part of the Litigation that allows us to increase dues.  We see notes on the membership regarding the initial increase in 2019.  The information has been sent to our business partners who handles the litigation claims.  When we received information back from the team we will email you with their findings.  

  Thank you, 

  24Hour Fitness

  Customer Answer

  Date: 05/27/2025

  
  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:05/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Have tried to talk to management for OVER a year, never calls back, went to location - she had left early. talked to her on phone 1x: SHE WAS RUDE.--> For over 2 years fraudulent charges are on my my card along with the gym payment for my son. (I had to cancel mine as I live too far away - my Son is grandfathered in)--> They refuse to address or fix this - claim they are just trainers, or front desk staff - and teh GM needs to address - BUT SHE NEVER CALLS BACK. --> I drove in and I gave them a new card: Now they OVER charge and double charge to both cards! -->No one will answer when they KNOW it's me calling. -->The **** 'Jae' is horrible at te *************** and needs to be fired or reprimanded *********** owes me money now for over 2 years of fraudulent charges to my AMEX. --> to reiterate: they still use the old Amex after I physically went in to get this remedied. And charge the new one too.-->This woman GM DOES NOT call back despite multiple messages (over a year! I have the phone records as proof)Like I said: --> one time I finally got her on the phone (I had to say I'd hold, as she was 'supposedly in a meeting - I do not believe she was in a meeting - there is always an excuse to not come to the phone)--> she was rude and unhelpful, and said it's not our club (it IS, over 15 years!) --> Then I drive an hour to see her in person, and she left 'early'--> Now she is on vacation. --> No one can help as no one else has any authority. -->Supposedly a second in line Sales Manager was to be available yesterday after 11am: But - I called multiple times and they would not answer the line. This is now suspect that this club is doing something fraudulent. I don't want my son to lose his grandfathered in account, but this is unacceptable. And You CANNOT reach Corporate: it's like these GMs know that and they do not care about the consumer/clients.

  Business Response

  Date: 05/22/2025

  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 ****** ******* GY91559 is a primary membership for ****** *******.  Even though your card may be on file to pay for the membership this membership is a contract with ****** *******.  On 04/16/2025 at 02:23 PM the card record on the membership was updated at the club to an **************** ending in 1020.  There are many ways members can contact us regarding billing issues through our contact us page on the 24Hour Fitness website or even by mail.  We are sure what is meant by, "They refuse to address or fix this" We are not understanding how the charges to the membership are fraudulent.  In addition, we are not able to discuss an adult members membership to someone who is not on the membership.  We are not able to refund you as requested.  Please have ****** reach out to us or give us a call to give us permission to discuss his membership with you.  

  Thank you, 

  24Hoiur Fitness 

   

  Customer Answer

  Date: 05/29/2025

  This is follow-up for an original complaint. You GAVE ME NO TIME TO RESPOND, we were out of town for 6 days over a holiday wkd! And I work! The ** is never available or is out of town, but l I leave & you shorten response time? The response from the company: unacceptable. CONTRACT is signed by me! It was add on from >15 years ago to my contract under ****** (had a legal name change). 24hour failed to follow up for more detail (which Ive called about for over a year) re the fraud. There are 2 years of ongoing charges on gold Amex. Ive talked to staff there. They SAW IT. ** never called back after Ive left messages for a year! *** was in my account under a contract I signed. There are multiple small charges like 7$/ 10 cents/3$ -as an example: ongoing every month on top of membership cost. Someone internally is siphoning money in small amounts to 24hour-Im owed at min. a few hundred bucks for all the fraudulent charges. Ive proof of all calls to the club. Id need to print all statements for 2 years and & up amounts. This is on MY ACCOUNT AND I PAY FOR IT. I was forced to ****** my monthly membership as I live in ****** and there are no clubs remotely close. In addition I have Power of Attorney for ***. So, you MUST speak with me. you also misspelled his name as ******. It was always *****. No one would even fix that! This needs to be reopened immediately and yes I am seeking damages considering how many times I tried to resolve this, with zero response, and then was met with rudeness. And now in reading the original response Im noting they are not looking at the account properly. Im happy to pull all the Amex statements. The only reason a dispute was not made was they were charging an expired card and it would have affected to account and I was concerned about the payment not being made. That is why I did go switch the card while expecting to talk to the **. But of course: she left early that day. So I could only switch the card.
  

  Business Response

  Date: 06/04/2025

  Hello ****** ******, 

  We are only showing ****** as the Primary Member on the membership.  The membership has an add-on for another person under ******** membership.  We have ordered the agreement to see detailed information on the membership.  We also see that the card record on the membership was updated on 04/16/2025 03:23 PM at the club.

  Thank you, 

  24Hour Fitness 

• Initial Complaint

  Date:05/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have 24 hour fitness membership with buddy ***** which I normally go together with my daughter. Yesterday I was tight up with some gardening work, drop off my daughter first planning to join her after my garden work. The staff in this location freezes my membership, treat my daughter rudely and even threatened her you know I can terminate your Moms membership at any time without a single ***** of refund. I understand that I need to go with my daughter, which is what I did . For this one single instance, when I am not go at the same time with her, the staff is so rude, treating her as a theft!!!!!! Should I remind you I did pay for Buddy ******* The frozen on my membership did cause me trouble , and I am waiting on the phone for one hour to speak to the store manager already.! Dont know how long I need to hold ! Good job 24 hour fitness!!!!!

  Business Response

  Date: 05/22/2025

  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, ***** passes cannot be used unless the primary member is there under any circumstances.  In addition, Buddy **** members are not able to sign into the club.  In order for the Buddy ****** to sign in they had to have used the primary member's QR code which is an offence that can caused the membership to be revoked.  The General Manager of the club has the empowerment over these actions.  The General Manager has requested that you will meet them at the club to come to a resolution.  Please work with the General Manger to have the freeze removed from the membership. 

  Thank you, 

  24Hour Fitness