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

889 total complaints in the last 3 years.
403 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:05/19/2025
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 joined 24 hour fitness in January 2025. I requested a personal trainer for 3 months. My 3 months ended March 2025. On April 9th my card was charged $208 I reached out to 24 hour fitness and I was told a manager will return my call and that a note was entered in the system for my card not to charge. No manager never called me back so I called the bank and dispute the transaction I was given provisional credit until I can provide proof that my card was charged against my will. May 2025 my card was charged $208 again I called 24 hour several times and was told a manager will call me back knowing what happened in April I knew no manager was going to call me back. I went to 24 hour to dispute the transaction and I was shown a refund for $200 which was for may. The bank took back the provisional credit that they granted me due to the gym not giving me the proper documents to take to the bank. On May 13th I took off work to rectify the problem I called the ** **** and spoke with him and he said to give him a few days he is working with his other partners to refund me my money. I texted **** on May 20th to follow up on my refunds and got no response. Im owed $208 for April, $8 for May, $50 for the cancelation fee that they charged me thats not on the site or was told to me when I signed up and the $104 for the 2 remaining sessions im owed i have text to the trainer that I reached out to him on April 9th to remind him I still have 2 more sessions. I was also charged the monthly fee for May and was not able to go because the cops was called.
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 Personal training contract agreement entered int on: 01/09/2025 is an Individual Training:PT 25 minute Custom Coaching 3-Mth Commitment contract agreement. The contract explains the early termination fee:
6(c)(1). Member Alternative Performance Early Cancellation Fee: You may cancel this Agreement at any time during the Commitment Period, even if not prior to midnight of the third business day after the date of this agreement, and even if you are not disabled, deceased, move or are deployed to the military, by paying a $50.00 (plus tax if applicable) Early Cancellation Fee if you purchased 25 minute sessions or a $100.00 (plus tax if applicable) Early Cancellation Fee if you purchased 50 minute sessions. You authorize ****************************************************************** debit Early Cancellation Fee from the checking account on file. Due to the circumstances mentioned in the complaint we have refunded the $50.00 early termination fee. A refund confirmation has been emailed to you. We have submitted a request to have ****** refunded back to you as well. Due to the contract being a commitment contract agreement the refund has to be processed manually. This will take the minimum of 4 business days to process. A refund confirmation will not be emailed. You will receive an email when the funds have been refunded back to the payment method.
Thank you so much for your patience,
24Hour Fitness Corporate Office
Customer Answer
Date: 05/26/2025

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:05/16/2025
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.
I am filing this complaint against 24 Hour Fitness for deceptive and unethical business practices that targeted me while I was seriously ill and ************* February 2024, I suffered a major heart attack and underwent open-heart surgery involving multiple bypasses. After an 11-day hospital stay, I was moved to a skilled nursing facility, where my condition worsened. I lost over 40 pounds, dropping to 85 lbs at 58a life-threatening level. I was later hospitalized again for nearly a month and was unable to walk for six months. Only recently have I regained the ability to leave the house alone.On March 18, 2024, during my initial recovery, my son contacted 24 Hour Fitness on my behalf to renew and suspend my annual membership due to medical reasons. He was told the membership would be suspended and paid the $49 annual fee to renew for another year so I would not have to worry about paying it when I am able to start exercising again. We were assured I could reactivate it once I ************* that Im finally well enough to return, I contacted the gymonly to be told the membership had been cancelled, not suspended. This is completely unacceptable. The company took payment under false pretenses and revoked the service without notice. This feels like fraud and exploitation of a medically incapacitated, elderly person.I am requesting that my membership be reinstated immediately under the original terms, with the $49 annual fee honored, and the next renewal due in 2026 and beyond. This is the least the company can do to correct this harmful situation.
Business Response
Date: 05/21/2025
Hello ******* *****,
We have received and reviewed your correspondence submitted to the Better Business Bureau and sincerely apologize for any inconvenience that you may have experienced.
The membership was placed on freeze as requested on 03/18/2024 at 11:19 AM due to medical issues. A freeze confirmation was emailed to ******************* describing the terms and conditions of the freeze. The freeze was a six-month medical freeze as described in the freeze confirmation. The membership came off freeze on 09/18/2024, just as described in the freeze confirmation. The membership was cancelled due to lack of payment on 12/22/2024. Due to the circumstances, we have submitted a request to have the membership reinstated as a onetime customer service gesture. You will be emailed when the membership has been reinstated.
Yours in Fitness,
24 Hour Fitness Corporate Office
Initial Complaint
Date:05/16/2025
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.
December 6th of ever year since 1983 membership fees paid..$99.00 a year wrongfully terminated and refusel to reinstate my membership. No late notice or any notice of any kind until 3 months supposedly past due I get a termination email.. interesting that they had my contact information but waited 3 months to contact me...I have been a member for over 40 years. Where's the customer loyalty factor in this..are there other cases of this happening? Something smells fishy.
Business Response
Date: 05/21/2025
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 annual renewal notice was emailed to you on 11/06/2024 at 11:06 AM. We did not receive a payment for the invoice dated 12/06/2024. If payments aren't received in a 90 day period, the memberships are automatically terminated. As a onetime customer service gesture, a request has been submitted to have membership ********* reinstated. We see that a new agreement 24S13696000 was entered into on 05/16/2025. After the membership is reinstated, we will email you with the new annual renewal date that will be the same each year. We will cancel the new agreement and refund you the amount you paid.
Please note the renewal reminder is emailed to the member 30 days prior to the renewal date, if payment is not received the membership will be terminated. At the time the reinstate is processed a balance of $99.00 will be due. Please make the payment when you receive the email stating the membership is reinstated. If we do not receive payment within 90 days the membership will be terminated and will not be up for reinstatement.
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: 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:05/15/2025
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.
Subject: Formal Complaint 24-Hour Fitness (*************************************)Dear BBB Representative,I am filing a formal complaint against the above business due to unauthorized charges, unresolved billing issues, and lack of response from management despite repeated attempts to address the ********* husband and I joined 24-Hour Fitness in ******* on January 18, 2025, during a temporary work stay. Memberships were paid monthly via his credit card, with no annual contract.Soon after joining, I purchased a 25-minute personal training package for $444.00. On the trainer's recommendation, I upgraded to 50-minute sessions. I was told by phone *************) to cancel the initial package, pay a $50 fee, and enroll in the new one. I complied, paying $888.00 on February 19, 2025. However, I was also charged $394.00 on February 18 the original package amount minus the $50 fee despite canceling. This was only resolved on March 23 ater I talked to the manager.Further issues followed:April 18: Charged $35.71 for membership, though both accounts were canceled in person on April 12 by my husband.April 19: Charged $888.00 again for personal training, despite trying to cancel by phone (April 17) and email (*******************************************************).My access was revoked, preventing use of six paid 50-minute sessions worth $444.00.I hand-delivered a letter to Assistant ***************** and received no reply.The 24-Hour Fitness app now shows a 27-day overdue balance inaccurate and damaging.Requested Resolution:Refund of $444.00 for unused sessions.Reversal of the unauthorized $888.00 charge on April 19.Removal of false charges from my account.Written confirmation that my account is closed and settled.Ive made multiple good-faith efforts to resolve this through staff, management, and corporate channels without success. I request your help in reaching a fair resolution.Attached is a copy of the letter submitted to local management.Sincerely,****** *****
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.
We have researched the issue with the club and have submitted a request to have your membership cancelled, the balance of $888.00 for the personal training session, and the two monthly invoices waived. In addition, we have refunded the amount of $444.00 which is the 6 remaining sessions at $74.00.
Thank you for your patience,
24Hour Fitness Corporate Office
Customer Answer
Date: 05/23/2025

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:05/14/2025
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 had canceled the gym memes around March 26 using my application on my phone it was simple and easy to do so I thought. When April 30th came around I got charged for the membership again so I called and asked whats going on why didnt my gym cancel and they said I had to come in person I told him why have the option to do it online if you wont honor it. He said it doesnt work and its best to come in I asked for a refund for that month and since then Ive been given the run around. Havent seen a manager when I go and hes there he just gives messages to his employees that theirs nothing he can do that I need to talk to the general manager who is also never there I have emailed him with no response. A rude employee named ******* said that no one can help me at the store level only the corporate number I called it and it always says its closed to call back from 8am to 6pm pacific time even though I have records of calling in between those hours. I just want my 50 dollars that were charged illegally its not my fault their system doesnt work.
Business Response
Date: 05/20/2025
Hello ****** *****,
We have received and reviewed your correspondence submitted to the Better Business Bureau and sincerely apologize for any inconvenience that you may have experienced.
The membership was not cancelled as described in your complaint. We have several members who cancel their membership successfully online. The membership was thoroughly cancelled on 04/30/2025 by a member service representative after receiving an email. Each time a membership is cancelled a cancellation confirmation is emailed to the member like the one that was emailed on 04/30/2025. The member service representative notes: Member sent an email on 04/30/25 stating he had cancelled online but still getting charged, the membership is still active process the cancellation send confirmation to email on file via MI, the last access date is 05/30/25. There were additional emails sent and answered. As a customer service gesture, we have refunded the billing on 04/30/2025. A refund confirmation was emailed to you.
24 Hour Fitness Corporate Office
Initial Complaint
Date:05/14/2025
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.
My original membership from 2000 was canceled due to the company's inability to maintain the pricing. I was offered a deal on a current priced membership, which I ************ member account has not been updated with my current membership. I now have two different accounts in their database, one of which (the new one) has the incorrect email.I wish the accounts fixed an merged in order to preserve my 25 year member history, as well as my check-in history, photo, biometrics, and other data.The club does not have database administration access to the member database. They can only create and delete accounts, not merge information. The company does not have a tech support hotline. I have been unable to reach anyone in their IT or billing department. Phone numbers go to endless menus which do not lead to a human. "Contact Us" emails and forms are not returned. Phone calls are not returned.Truly awful experience.
Business Response
Date: 05/20/2025
Hello ***** Tirso ****,
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 are not able to honor your request. A new membership contract agreement has been entered into. The new membership number is MBR14732848. The new membership contract agreement has different terms and conditions than the old membership contract agreement, CG08819. We are not able to comingle the two different agreements. Only the new membership agreement is existing the old membership is terminated.
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 ****************
Initial Complaint
Date:05/14/2025
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.
My membership to 24 hour fitness was cancelled without me being notified. I went to workout on Monday 5/12/2025 and was informed my account had been cancelled. I have been a member since the 1990s and have never missed a payment. I believe this was done because I have a lifetime membership and they no longer wanted to honor it.
Business Response
Date: 05/20/2025
Hello ****** ******,
We have received and reviewed your correspondence submitted to the Better Business Bureau and sincerely apologize for any inconvenience that you may have experienced.
An email was sent to you on 06/14/2023 at 11:01 PM stating the membership was cancelled. The membership was cancelled due to lack of payment. The last payment we received was on 02/14/2022. We did not receive a payment for the invoice dated 03/15/2023. It is our policy not to reinstate memberships that have been terminated over 90 days. An inquiry was made by the General Manager of the Castle ********************** to the corporate office on 05/14/2025 requesting to have the membership reinstated. The request was denied. The General Manager called the member and left a voice message as notated on the membership: My request for re-activation was denied. I'd be more than happy to assist in any way I can in setting up a new account. Please work with the team at the club to set up a new membership agreement.
Yours in Fitness,
24 Hour Fitness Corporate Office

My membership to 24 hour fitness was cancelled without me being notified. I went to workout on Monday 5/12/2025 and was informed my account had been cancelled. I have been a member since the 1990s and have never missed a payment. I believe this was done because I have a lifetime membership and they no longer wanted to honor it.
Initial Complaint
Date:05/12/2025
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 have been a 24-hour fitness member since 02/18/1995 and just found out that my membership was canceled due to non-payment due to some mix up in bank debit. I have never missed a payment in the 30 years that I have been a member. I have not been to my club for 6 months due my job work load and went to the gym this week to find out that my membership has been canceled. I have been trying to contact a manager at the *********, San **** club for week now with out any luck. I would like to reinstate my membership under that same agreement that I had prior to being canceled.Wrote 24 Hour Fitness. This was their reply:Dear *******,Thank you for your email, we appreciate the opportunity to serve you. According to our records, your membership was cancelled on 12/04/2025 due to due to lack of use. We are unable to reinstate your membership at this time. If there is additional information that should be considered for your request, please let us know. We have memberships available online, or your local club would be happy to assist you in purchasing a new membership to meet your needs. We look forward to servicing your fitness needs in the future!Notaya S.Your 24 Hour Fitness ************** Team
Business Response
Date: 05/19/2025
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 request has been submitted to reinstate the membership as a onetime only customer service gesture. It is our policy not to reinstate memberships that have been terminated over 90 days. To avoid this in the future we suggest that the member places a card record on file for automatic payments. If the membership cancels due to lack of payment in the future, we will not be able to reinstate the membership.
Yours in Fitness,
24 Hour Fitness Corporate Office
Customer Answer
Date: 05/19/2025

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:05/12/2025
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.
This is regarding the 24 Hr Fitness in *********, Ca. I have been going to the gym at least 3 days a week. For over 6 months several cardio and weight machines have been out of order and have not been repaired. Today 8 out of 15 cardio machines were out of order. 24 Hr Fitness does not fix or replace broken equipment. This is a super sport gym and is very busy. Complaints to the gym personnel have gone on deaf ears. Nothing has been resolved. I have been a member for a long time. This gym is often dirty and machines not working or repaired.
Business Response
Date: 05/19/2025
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 complaint has been forwarded to the General Manager, District Manager and District ******* Maintenance Manger to resolve. A member of the management team will be in touch to go over the issues mentioned in the complaint.
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: 05/19/2025

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:05/11/2025
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.
My name is Xingfei *** 24 hours fitness Member ID: ************* was charged $159 per month from November 2024 to March 2025 (totaling $795) by 24 Hour Fitness for personal training services I never signed up for, authorized, or used. I only purchased a standard annual gym membership on October 26, 2024, at the *********, ** location (**********************************************).At the time, I was told by the staff that the total price of the annual membership would be around $460, which matches my initial payments on 10/26/2024 ($305.87 + $159). There was no mention whatsoever of an ongoing $159/month personal training fee, nor did I authorize any such service.I later discovered the monthly charges and visited the club. The manager, *****, reviewed my account and confirmed that this was an internal error made by a former employee during the enrollment process. He acknowledged that I never requested or used any personal training. However, he stated the club could not refund the charges due to timing and advised me to contact corporate customer service.I contacted *************** twice, but they refused to help and told me to return to the clubresulting in a complete loop with no resolution.I have never attended a single personal training session, which can be verified in their system. I am requesting a full refund of $795 for these unauthorized charges.
Business Response
Date: 05/16/2025
Hello Xingfei Xu,
We have received and reviewed your correspondence submitted to the Better Business Bureau and sincerely apologize for any inconvenience that you may have experienced.
The complaint has been forwarded to the General Manger, District Manager, and District Fitness Manager to resolve and reach out to you by the end of business on 05/19/2025.
Thank you for bringing this to our attention,
24 Hour Fitness
Customer Answer
Date: 05/19/2025
Dear BBB,
Thank you for forwarding the businesss response to my complaint (ID #*********.
The business stated that their General Manager, District Manager, or District Fitness Manager would contact me by the end of business on 05/19/2025. As of now (8:00 PM on 05/19), I have not received any communication from 24 Hour Fitness through any channel.
I am writing to confirm that the issue remains unresolved, and I respectfully request that the BBB keep the case open and continue to follow up with the business until they fulfill their stated commitment.
Thank you very much for your assistance.
Sincerely,
Xingfei **
Business Response
Date: 05/22/2025
Hello Xingfei Xu,
We apologize that you have not been contacted by a member of the management team. Additional managers have been added to the request in order to ensure action will be taken on the request that was sent out again today. Due to the complaint being about the training agreement being sold without your knowledge this matter has to be handled by the sales team at the club along with their management team.
Thank you so much for your patience.
24Hour Fitness

Customer Answer
Date: 06/05/2025
I have still not been contacted by 24 Hour Fitness, despite their message stating that the matter would be handled by the clubs management team.

To date, I have received no phone call, email, or other communication from the company. I kindly request that this case be reopened, as I am still waiting for a resolution and refund regarding the unauthorized personal training charges that were added to my account without my consent or knowledge.
Business Response
Date: 06/06/2025
Hello Xingfei Xu,
On May 22, 2025 1:51 PM we received the following message from the management team at the club. Update: Attempts to contact the member have been ongoing since January 2025, with multiple outreach efforts each month. A voicemail was left, and another attempt will be made.
We have forwarded the rebuttal to the upper management team for additional support to resolve the issue.
Yours in Fitness,
24 Hour Fitness Corporate Office
Customer Answer
Date: 06/09/2025
Dear BBB,
Thank you again for your assistance in helping me follow up on Complaint ID #********.
Today, I received a refund notification for $159 from 24 Hour Fitness. However, this is only a partial refund, covering just one month out of the five months I was charged for unauthorized personal training services.
While I appreciate this initial step, I want to clarify that the issue is still not resolved. I was charged a total of $795 (159 5 months) for services I never signed up for, authorized, or used. I am therefore requesting a full refund, not just one month.
Additionally, I would like to clarify that I have never received any proactive communication from 24 Hour Fitness regarding this issue. On the contrary, I first reached out to the local club, and after receiving no resolution, I contacted the *************** team twice. Despite my repeated efforts, the issue remained unresolved, which is why I had to turn to the BBB for assistance.
I respectfully ask that the BBB keep the case open and continue to follow up with the business until the full amount is addressed.
Thank you very much again for your continued support.
Sincerely,
Xingfei **
Business Response
Date: 06/13/2025
Hello Xingfei Xu,
We apologize for the inconvenience caused to you regarding this refund issue. The issue was reviewed by upper management. After looking at the detailed information you provided through BBB and the information gathered from the management staff at the club level a decision was made to refund all of the funds received for the personal training contract agreement. The initial refund was processed on 06/06/2025 in the amount of $159.00. Additional refunds were processed on 06/16/2025 in the amount of $636.00. The total refund back to the **** ending in 8124 is $795.00.
Thank you so much for your patience as we sorted through the information that was presented to us.
We thank you for being a valued member and wish you continued success with your health and fitness goals with 24Hour Fitness.

24 Hour Fitness Corporate Office
Customer Answer
Date: 06/16/2025

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,

Xingfei Xu

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Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

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