We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Health Club

24 Hour Fitness USA Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Health Club.

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 a Location

24 Hour Fitness USA Inc has 359 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 893 total complaints in the last 3 years.
    • 405 complaints closed in the last 12 months.

    If you've experienced an issue

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/08/2023

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I called customer service on 2/7/23 and requested a refund for my annual membership that I had purchased about a week prior. **************** was great and the young lady walked me through the cancellation and refund of $359.99. She had said that the request for refund was accepted and they would be sending a check via mail. I never received anything. I tried to contact customer service again recently and their service is shut down. You have to either call a club or email them. So I sent an email stating that I have not received any check. They replied and said that the refund was processed on 2/7/23 and was refunded to my bank account on file. I double checked my account and there was no refund. Please help resolve this issue. Thank you

      Business Response

      Date: 03/20/2023

      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 Offices

      Customer Answer

      Date: 03/20/2023


      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:03/07/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 business is 24 hour *********. I cancelled my membership however they will not refund my last months dies even though I will not be accessing the club. I cancelled on March 3rd and they are giving me access tk the club until April 7th even though they know I will not be using the club. I spoke with the location manager who was very rude and rushed me off the phone. And he told me I could call corporate but because they were short staffed they will just send me back to him. This is unfair business practices.

      Business Response

      Date: 03/14/2023

      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 wish you continued success with your health and fitness goals.


      Yours in Fitness,


      24 Hour Fitness Corporate Office

      Customer Answer

      Date: 03/14/2023


      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.  The business is processing my refund and advised that I should receive it in 3-5 business days. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If I do not receive my refund as 24 hour as the 24 hour rep advised, I will follow up with the BBB. 

      Thank you for your assistance in the matter. 

      Regards,

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

       


    • Initial Complaint

      Date:03/02/2023

      Type:Product Issues
      Status:
      Answered
      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 canceled my membership due to back surgery, I provided a doctor's note and they charged me anyway s. And during covid

      Business Response

      Date: 05/30/2024

       However, we did attempt to contact member via email provided in complaint requesting proof of medical in order to refund. Email was undeliverable, no further contact received from the member and the memberships remains cancelled.

    • Initial Complaint

      Date:02/27/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 24 Hour Fitness gym does not clean the facility on a regular and many times theres no cleaning at all! As a result, the locker rooms, showers, floors, sauna, steam room are dirty and filthy! Floors are not mopped and theres trash everywhere. The showers have mold and mildew as a result of never being cleaned. The sauna is so greasy and dirty that people slip and fall in there. Windows, mirrors, and toilets are not cleaned. This has been ongoing problem for many years as they wont hire people who will clean regularly every day! Trash cans arent emptied daily and gym members have given up asking management and the staff for daily cleaning. The health and well being of members are at risk because of the filthy, dirty environment of the gym. Please inspect the gym and ask them to hire good cleaning people to work daily. Thanks

      Business Response

      Date: 03/06/2023

      Dear ****,

      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 left a voicemail for you last week you in follow up to the comments you provided to the Better Business Bureau. While waiting to hear back from you they have begun to address the areas of concern you mentioned in your comments. Please reach back out to the club's General Manager to follow up on your concerns or ask additional questions.

      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:02/26/2023

      Type:Product Issues
      Status:
      Answered
      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 training at 24 hour fitness in ******, **********. I recently told the fitness manager ************ couldnt afford it for the next month which was February. ***** said there he couldnt cancel it til February 18th. I asked him a couple of times before said there was nothing he could do. On February 18th I asked to cancel he wasnt there and no one could cancel for me. My card was charged $540. Im a single mother I couldnt afford to continue and I told them that. They said they will make notes in the computer. I talked to bill on February 20th ask for a refund said he couldnt do and Ill just have to do the training. He ask why I couldnt do it and I explained Im a single mom and need time to get things in order. He replied with well I have to help pay my wife bills. I been a member of 24 hour fitness for many years now. Im very upset, felt disappointed, and taken advantage of. I was planning on coming back to train but after this experience you have lost my trust.

      Business Response

      Date: 03/03/2023

      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 via email in follow up to the comments you provided to the Better Business Bureau, and they have resolved 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:02/24/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 gym is not addressing the issues of young adults hogging machines for hours on end. The culture in this gym is extremely impolite. Nobody cleans machines, nobody lets others use a machine unless they hog for a long time with large groups of friends. Its the same groups everyday. It feels like this gym is owned by these groups. You cannot get a work out in unless you go in between 1am and 5am. Its discouraging every time I go to this gym management is just chatting also. They seem to be friends with the gym goers that hog everything up. This culture is not conducive to a healthy or fitness model that 24 represents. Please, theres been a murder here already. You would think theyd like to clean up their reputation of lack of professionalism and lack of attention to the issues. The sauna isnt clean. Nothing is ever put back. This place feels like a health hazard. And I know what its like to go to a packed gym. For example ********, Newark, *******. All of those can be packed. But the gym etiquette is there. At this Brentwood location I go in around 7-8pm sometimes ****pm and I see massive groups of young adults literally just talking over squat racks. Just congregating and judging others around them. They will not leave until theyre done socializing. Theres hardly any work outs actually happening and if they are they share between **** people for 2+ hours!!

      Business Response

      Date: 03/09/2023

      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 the club's General Manager 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 to discuss your concerns, however they did send and email with some information to address your feedback and provided their direct contact info.

      At your earliest convenience please reply to their email, or call the club for additional assistance.

      Yours in Fitness, 
      24 Hour Fitness Corporate Office

    • Initial Complaint

      Date:02/23/2023

      Type:Billing Issues
      Status:
      Answered
      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 location of 24 Hour Fitness has rented out their basketball courts Tuesday through Thursday from 6pm to 9pm, to a basketball club named Premier, which means that dues paying members are no longer allowed to use those facilities during those times. Premier is a basketball club that charges a fee to members to play in their basketball league. 24 Hour Fitness members who pay a monthy membership and had access to the basketball courts, no longer do for the aformentioned times. The ability to hone basketball related skills was the primary reason for membership.

      Business Response

      Date: 03/09/2023

      Dear *****,

      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 you have been in contact with the General Manager of your local club regarding the feedback noted in your comments provided to the Better Business Bureau. If you have additional concerns or questions, please reach back out to the General Manager who can provide further assistance.

      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:02/23/2023

      Type:Product Issues
      Status:
      Answered
      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.
      Me and my wife we started a membership back in September 2022 for the price of 15 dollars per month . That is the fee just for her I get free membership myself thanks to my insurance ( SCAN) I guess my insurance pay to them wherever they charge .. we started using the gym through middle of November we had to stop because my wife needed an emergency eye surgery. We gave a notice to manager ******* to please cancel membership till we get ready to come back he nicely offered us to freeze it till we ready to come back ..we havent been able to comeback for medical problems.. they dont suppose to charge until we get back an unfreeze de membershipwe havent been at the gym since November .. they didnt charge my card Decemberbut then they charge my card January 18 and February 21 without my consent I went to speak to general manager **** to clear this matter and I ask to cancel membership because they doing the wrong thing.. he proceeded to cancel and I ask him to please refund the money they took without authorization y said he will try but he dont think they can give me my money back . Im a retired man 67 years old and my wife and we depend only of my income which is my social security and I we cant give free money like manager pretend ..

      Business Response

      Date: 03/02/2023

      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 via email in follow up to the comments you provided to the Better Business Bureau, and they have resolved 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:02/21/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Mold and mildew growing in mens showers filthy conditions

      Business Response

      Date: 03/03/2023

      Dear ***,

      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 24 Hour Fitness representative has attempted to contact you via email in follow up to the comments you provided to the Better Business Bureau. They have forwarded your feedback to the local clubs so that the management team may address your concerns. Please feel free to connect directly with the General Manager of your local club for further assistance, or reply to our representative's email.  

      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:02/17/2023

      Type:Product Issues
      Status:
      Answered
      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 a lifetime 24 hour fitness membership that is renewed annually for the amount of $100 per year. I always receive the renewal notice in the mail. I never received a renewal notice and they have closed my account effective today. I paid $1000 for my membership and 24 hour fitness has not done their due diligence to send me email notifications or paper mail notifications advising me that my renewal was due. 24 hour fitness has a history of closing accounts that they dont profit on.I want my account to be renewed or all monies returned to me. This is fraudulent.

      Business Response

      Date: 03/01/2023

      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 club team member assisted to resolve your inquiry on February 16, 2023.  

      Please let us know if you require any further assistance.

      Yours in Fitness,
      24 Hour Fitness Corporate Office

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

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.