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

900 total complaints in the last 3 years.
413 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:04/07/2023
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.
Signed up for the **** location (ONLY) in ******* ** on 02/23/2023 and paid a $69.99 initiation fee, plus first and last month ($9.99 each)On 03/28/2023 I received an email notifying me the **** location is closing on 04/28/2023 On 04/04/2023 I cancelled, but the gym isnt issuing a refund for the initiation fee or last month.
Business Response
Date: 04/11/2023
Hello
24 Hour Fitness prides itself on our commitment to provide our members with the highest level of satisfaction possible. We sincerely regret any unpleasant experience that occurred to detract from our level of service or our facilities.
Our records indicate that the Corporate Team Member has contacted you in follow up to the comments you provided to the Better Business Bureau,and they have addressed your concern.
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: 04/11/2023
I was called once from their corporate office *************), I wasnt reached and no voicemail was left. When I call back I cant get past recordings. When I call member services at ************* it asks me for a 10 digit member number, but mine is 8 digits (********). Business has not resolved this and lies by stating that it has.
Initial Complaint
Date:04/07/2023
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 started my gym membership on 1/10/2019 at the location in *********. On 02/11/2021, post-covid restrictions I visited the club and submitted a cancellation form. I even followed up with an email on 04/13/21 to cancel again in writing. In short, my membership was/is $36.36 which I am STILL being charged for. I made an online account and got an email confirmation stating that it is closed for now. So for the past ~3 years, I have been paying for a gym membership I canceled over and over again. For the year 2023, I have been charged $36.36 up until April which is $145.44 For the year 2022, it was $36.36 for 12 months which is $436.32.For the year 2021, it was $36.36 for 9 months which is $327.24.In total, this amount totals $909.00.
Business Response
Date: 04/12/2023
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.
Our records indicate that a 24 Hour Fitness representative has contacted you by phone and email in follow up to the comments you provided to the Better Business Bureau, and they have addressed your concern.
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: 04/14/2023
my English is not good at all. From what I understand you were trying to refund me 3 months of membership which is pretty pathetic when its more than two years since I cancelled. Please reconsider and have all correspondence through BBB.
Business Response
Date: 04/14/2023
Hello *********************,
We have refunded three months of dues as we discussed on the phone. Our agreements give the member 60 days to respond if they notice a billing discrepancy on their financial states. In our conversation it was mentioned that the financial statements weren't reviewed until recently. We suggested that requesting disputes by the financial institution for additional refunds. We also asked for any cancellation confirmations received when the membership was allegedly cancelled. We have not received an cancellation confirmations.
Thank you,
Yours in Fitness,
24 Hour Fitness Corporate Office
Customer Answer
Date: 04/19/2023

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:04/05/2023
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.
Ive been a member for more than 10 years and *** never had a bad experience at any of these gyms except this one of Parkmoor. They let everyone enter that GX room for the Zumba Class with Shirin with no limit to the capacity of the room. I get there early and the people that come in late always push me out of my space with no respect. The person I spoke to on the phone at this gym said all the 24 hour gyms dont limit the amount of people in the class. That is not true because Ive been to other 24 hour fitness gyms and they do limit the capacity of who can enter the class. This needs to be done here because not only is it a fire hazard but it makes the class miserable and I cant get a good workout when there are too many people pushing and bumping into me.
Business Response
Date: 04/11/2023
Hello ************************* KZ22247
We have received and reviewed your correspondence submitted to the Better Business Bureau, and sincerely apologize for any inconvenience that you may have experienced.
Our records indicate that a 24 Hour Fitness representative has attempted to contact you in follow up to the comments you provided to the Better Business Bureau. Unfortunately, they were unable to reach you by phone As such, we have followed up with an email for more information.

Yours in Fitness,
24 Hour Fitness Corporate Office
Initial Complaint
Date:04/05/2023
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 cancelled and was refunded (I haven't received the money yet) and then I was charged $49.99 for their extra fee. I had no contract, the refund was was issued. They charged me for a service I did not receive. This is also illegal in **********. Stop stealing my money and return it to me. Audit this company. They are scamming us and cancelling agreements without a reasonable way to cancel online. They make you think it's over, but nope. Regulate the gym industry since they can't regulate themself.
Business Response
Date: 04/10/2023
Hello *******************************,
24 Hour Fitness prides itself on our commitment to provide our members with the highest level of satisfaction possible. We sincerely regret any unpleasant experience that occurred to detract from our level of service or our facilities.
Our records indicate that a corporate team member has contacted you in follow up to the comments you provided to the Better Business Bureau,and they have addressed your concern.
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:04/05/2023
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.
Requested copies of payment receipt that were not on online portal while out of the country. General manager refuses to email documents says I need to come into the location to have receipt printed.
Business Response
Date: 04/10/2023
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.
Our records indicate that a 24 Hour Fitness representative has contacted you by email in follow up to the comments you provided to the Better Business Bureau, and they have addressed your concern.
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:04/01/2023
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.
In the early days of COVID, local 24 Hour Fitness gyms shut down. Soon after reopening I asked for a freeze on my 2 year prepaid membership (of which I'd used about 2-3 months) due to not wanting to potentially expose at risk family members. I was told the account was frozen and that it would stay frozen indefinitely until I asked for it to be reopened. I specifically asked if the freeze would ever automatically expire and I was told that it will stay in effect until I request otherwise, regardless of length of time.I recently tried to unfreeze the account, and was told that the account had been unfrozen 6 months after my freeze request and is now expired. I never received a notification of this through a call or email. The corporate office has now denied the unfreeze, and on top of that my account is now expired, despite what I was told when I froze the account. In effect I was lied to and the company has stolen my money. My wife, who froze her account for the same time period, had her account reactivated with very little hassle just a couple weeks before me. I am requesting that my account is reinstated, to last the approximately 1 year, 9 months that should remain. I do not have any supporting documents, as I was never contacted about any of this.
Business Response
Date: 04/07/2023
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.
Our records indicate that a 24 Hour Fitness representative has contacted by phone and email in follow up to the comments you provided to the Better Business Bureau, and they have addressed your concern.
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:03/31/2023
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 went to cancel on their website, it offered me a 30% discount for 3 months. I clicked "No" and then it went to a new page and said my agreement wasn't valid.It said if I want to renew it would be $41.99/mo I figured my contract or obligation was over.But I was charged $29.99 I have never used their services since I signed up online.It's impossible to cancel, and they make you think you did.It's unlawful and an illegal practice.I have reached out to the the moment I noticed I was charged. I don't have a job and they stole my money for a year, I just asked for my $29.99 because I won't use their service and never had.It's kinda greedy, I did not use their service once and they refuse to refund me my $29.99 I found out immediately when I checked my bank balance I realized I was in overdraft.This company needs to be shut down and gyms need regulation.We need more laws on gyms and their business practice.
Business Response
Date: 04/07/2023
Hello *******************************,
24 Hour Fitness prides itself on our commitment to provide our members with the highest level of satisfaction possible. We sincerely regret any unpleasant experience that occurred to detract from our level of service or our facilities.
Our records indicate that the General Manager of your local club has contacted you in follow up to the comments you provided to the Better Business Bureau,and they have addressed your concern.
We you continued success with your health and fitness goals.

Yours in Fitness,
24 Hour Fitness Corporate Office
Customer Answer
Date: 04/07/2023
They said they will refund me both my $29.99 and $49.99
I want it in writing before I accept their response.
Thank you for understanding my concern, but I need a recipe.
Business Response
Date: 04/12/2023
Hello *******************************,
We always follow up, process what we have described in the resolution.
04/12/2023 01:01 AM $79.98 REFUNDED CHK# ****** MAILED 2023-04-11 TO: ********************************
Thank you,
24Hour Fitness Corporate Team.
Initial Complaint
Date:03/30/2023
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 been a member for over 5+ years. Within the last year this establishment has been absolutely filthy, especially the womens locker room. The women's restroom is disgusting. There is f**** everywhere on the *************** Toilet paper all over the floor, trash cans full, the mirrors are full of water splashes, the counters are also filthy fully of gunk and mold. I was in contact with manager regarding my concerns and he explained no one has cleaned it in over 6 months. THIS IS UNACCEPTABLE. Im surprised they don't close down because of the health of its members. I explained to him to at the least have the girls at the front do the minimum and wipe down the counters. He took my advice into consideration, but I went in later that night and nothing had been cleaned.
Business Response
Date: 04/06/2023
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.
Our records indicate that a 24 Hour Fitness representative has contacted you in follow up to the comments you provided to the Better Business Bureau, and they have addressed your concern.
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:03/30/2023
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 paid $699.99 for 2 years membership and activated at 02/23/2020 @24 Hour Fitness store. Due to the pandemic, the clubs closed and also announced chapter 11 bankruptcy in Oct of 2020. I did call the ********* ** store and also left my message phone number. However, no one ever takes care of pre-paid customers. I waited and took company provided virtual online gym class at home until we heard that 24 re-opened in ********* **. During these 2 years, I never receive their call back nor any email updates. They stopped sending email at 12/2020. Did multiple attempts, I finally was able to talk to someone on Feb. 2023. The front desk just told me that my membership is not valid anymore since 24 hour has filed bankruptcy during that period. I disagree and talked with the store manager, ***************************. She provided me totally different information that I supposed to come back once the store reopen in order to keep my membership. She said unfortunately your membership ends at 02/22/2022, she emailed me that 24 hour fitness has sent email to everyone about the re-open which is another lie. I never receive updated email from 24 hour after 12/2020. I believe the money were charged unfairly and must be extended my 2 years membership due to the fraud business news. She took my phone number and assured that her manager will call me the next day. Almost weeks later, no one returned the call. It is unacceptable service. I request that 24 Hour Fitness refund me the full amount of charges since Feb 2020 $699.99. Thank you in advance for your help with this matter!
Business Response
Date: 04/06/2023
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.
Our records indicate that a 24 Hour Fitness representative has contacted you by phone and email in follow up to the comments you provided to the Better Business Bureau, and they have addressed your concern.
We wish you continued success with your health and fitness goals.
Yours in Fitness,
24 Hour Fitness Corporate Office
Customer Answer
Date: 04/06/2023
Hi BBB,
The 24 hour fitness center left message without any solution, they mentioned that will send me an email as well which is not true. I am still contacting back to ***** by both phone call (they operate between 10;00am-3pm PST) and email. Hopefully, they could answer quickly.
Please stand by with me, they lied again about sending me an email the 2nd time.

Sincerely,
*** (********) ***
Business Response
Date: 04/11/2023
Hello ******************** ********;
We emailed you to let you know the membership was reinstated. The membership will terminate on 04/10/2024. You replied back to the email: Hi *******,
Thanks for the email. So I will need to check in with my phone number & fingerprint at ********* store, correct?

sincerely,
***
We replied back to your email: Please check with the staff at the club. You may need to reinstall the app.
Thank you,

Customer Answer
Date: 04/12/2023

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:03/30/2023
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.
My credit card was automatically charged on March 7, 2023 for the entire annual membership amount at 24 Hour Fitness, ******, **. Now that I qualify for Silver and Fit and receive ******** Plus benefits from ****** Permanente, I asked for a refund or even a prorated amount. I was told that 5 days has passed and that I can't be refunded any amount of the $299.99 annual fee. This doesn't seem fair. I'm willing to pay a small prorated amount, but not be stuck for the entire amount. The General Manager told me today that there's absolutely no way I can be credited any amount because "the system is autogenerated." I'm planning to send a copy of this complaint to LA Fitness's headquarters, but I've been told by the ** that these matters bounced back to the local branch and "there's nothing we can do about it." We're still in the month of March and the transaction was only on March 7th. So unfair and inflexible!
Business Response
Date: 04/04/2023
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.
Our records indicate that a 24Hour Fitness representative has contacted you by phone and email in follow up to the comments you provided to the Better Business Bureau, and they have addressed your concern.
We thank you and wish you continued success with your health and fitness goals.
Yours in Fitness,

24 Hour Fitness Corporate Office
Customer Answer
Date: 04/04/2023

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,

*******************************

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