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

  4425 La Jolla Village Dr San Diego, CA 92122

• 

  24 Hour Fitness USA Inc

  6348 College Grove Wy #109 San Diego, CA 92115

• 

  24 Hour Fitness USA Inc

  3633 Avocado Blvd La Mesa, CA 91941

• 

  24 Hour Fitness USA Inc

  400 La Terraza Blvd Escondido, CA 92025

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:04/01/2023

  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,
  
  *******************************
  
   
  

• Initial Complaint

  Date:03/29/2023

  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 closed my 24 fitness account in September of 2020 after the pandemic but was continually charged. On September 25, 2020 I was refunded the fraudulent charges after weeks and weeks of calling someone finally did something about it. I have both emails to prove this. I let the representative know I never wanted to use a 24 hour fitness again because of the fraudulent charges and to get rid of my bank account information.Now, HERE WE ARE AGAIN. They have been charging me a monthly fee since October ****************************************** a 24 hours fitness. The charges are over $1,000 now!!!! I have emailed and called and nothing, not even a live person. I need a refund ASAP and a letter stating this won't happen again and you have finally destroyed my card information considering this is the SECOND time this has happened. I have no idea how a business can just get away with this.

  Business Response

  Date: 04/03/2023

  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

• Initial Complaint

  Date:03/28/2023

  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.

  My membership automatically renewed without my knowledge for both mine (************************* - ************) and my sons account (*********************************** - phone ************). I tried to contact via email and phone to corporate as well as via my account online (technical error and could not cancel) with no response back so I called my local gym and the general manager told me a refund will be sent in a form of a check even though they had my card information, it had to be in check form. This happened March 7, 2023. No checks were recieved. I called today and they do not see any history of my sons account and do see my cancelled account however I had to wait for the general manager to call me back within an hour. 6 hours later I called back and the front desk said I will be receiving a call back asap. Still no response. Each renewal was $299.00, a total of ******. Not only was the initial call with the ** very rude and laughed that i asked the refund to be returned on my card. I feel like I am being brushed off. I have attached my email sent, calls made 3/27 with no call backs and a snapshot of both transactions.

  Business Response

  Date: 04/03/2023

  Dear *************************,

  
  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: 04/03/2023

  
  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:03/26/2023

  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.

  Last year I took my daughter's over to the gym on February 12, 2022 and signed my oldest daughter up and we paid $399.99. The next year we canceled our membership on February 12, 2023. We recieved a letter in the mail on February 20, 2023 that we owed $399.99 to 24 hour fitness. We told them we canceled our membership and they were still comming for the money. So I deposited my check Monday March 20, 2023 and on March 22, 2023 $399.99 was automatically taken from my account. I went over and talked to ********* the manager at *********, *************, ** and he told me that there was nothing he could do, I told him we canceled I want my money back. This is the second time I had a problem with this same manager. You need to let him go, real un professional person. Our family will never work out at 24 hour fitness again, no matter if I get that money back or not.

  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 you by pone 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

   

• Initial Complaint

  Date:03/25/2023

  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 purchased eight training sessions at the 24 hour Fitness in ****** ** and made it clear that I was interested only in eight sessions and no more. I told the trainer in the session before the last one that I would end the training in the last session. When I arrived for the last of the eight session, she told me that they had automatically renewed for eight additional sessions and had charged my credit card for eight additional sessions.

  Business Response

  Date: 03/30/2023

  Dear *********************************,

  
  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

  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,
  
  *********************************
  
   
  

• Initial Complaint

  Date:03/22/2023

  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.

  On the night of February 15th me and my brother went to workout at this 24 hour fitness facility. As we were working out the manager approached me and asked if I was with my brother which I responded yes too. She than infront of everyone yells aggressively to us to get out that we are banned from the 24 hour facility and she has footage of my brother stealing so she was calling the police. We than deny that he stole anything and ask for the footage to which she avoided but eventually showed us and shows no evidence of him stealing anything.The manger continued to be aggressive and yell at us publicly in-front of everyone in the gym. I asked for a written report of the incident and she denied giving it to me to come back when theres a different manager. I returned the next day to ask a report from the store manager and no report was written for me and he explained that they are still accusing him with intent to steal and my account was terminated until a further investigation he said he said he would email me a report. I called for 3 weeks straight after seeking the report and wasnt able to speak to a manager for a month. Finally I got ahold of the manager that promised me a report through email and he said he could give me a copy of any report. My brother is under aged and suffers from obesity and the gym was the only thing helping me for my anxiety and to help him. Our account remains terminated and I want to be compensated for this wrongful action as well as my account back. This was the only comforting gym at its cost that I could afford and now its gone for something that we were accused of that was wrong.

  Business Response

  Date: 03/24/2023

  Dear *****************************,

  
  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

  Customer Answer

  Date: 03/24/2023

  You guys have no sympathy and dont consider the humiliation your manger made me and my brother undergo. The best you could do is call back and say that my member ship isnt terminated and say that I owe money. This is very unprofessional.

  Business Response

  Date: 03/29/2023

  TellDear **************************;,

  
  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 discussed the issue, advised that the membership was not cancelled, advised that entry into the club was allowed with any guest.  We waived all outstanding balances as a customer service gesture.  We show club usage as recent as 03/28/2023. 
  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 ****************

  Customer Answer

  Date: 04/07/2023

  Compensate us what we deserve.I have to drive all the way to the the ******** location now just because I feel harassed and embarrassed to even show up to the ********** ********************** because of how your employees and the gym regulars will look at us for what happened that night this was extremely inconsiderate especially this behavior coming from your manager!