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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

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

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    Customer Complaints Summary

    • 895 total complaints in the last 3 years.
    • 408 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/22/2023

      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 was a member of 24 hour Fitness in ********, ** at the time that the Covid pandemic hit in March 2020. Just before this, I had also paid $1,000 for personal training sessions for my son, who was also a member. These sessions could not be used with the Covid shutdown of the gym in March 2020. I requested a refund for the personal training sessions through phone calls and emails. I have been calling my local ************* directly every two to three months for the last three years to request this refund. I have spoken to the manager at the local club multiple times, who each time states that they see my request in their system and will call me back, but I have never heard back from any employees, either local or corporate. I have not received any email responses to any of my countless refund requests. I have been requesting this refund for over three years and have not received any kind of answer from anyone at 24 hour Fitness. I am requesting a refund of $1,000 for services that I never used. Thank you for your assistance,*******************

      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 24 Hour Fitness representative has contacted by you 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

    • Initial Complaint

      Date:03/17/2023

      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.
      I was still charged after I canceled my membership. I spoke to the employee about canceling my membership and they assured me it was taken care of. I was charged for a yearly fee and the monthly charge. This gym is the most disgusting gym Ive ever stepped foot in. I developed a rash after coming into this gym for a week. This gym is so poorly maintained Im surprised there has not been a health code violation or a closure. There are no supplies in the locker no toilet paper or soap. There is no hot water. I once almost began a career with 24 hour fitness gym in Sunrise but Im glad I did not. If this is how customers are treated I want no part of it. I would like my money back and any future payments to cease.

      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 wish you continued success with your health and fitness goals.
      Yours in Fitness,
      24 Hour Fitness Corporate

    • Initial Complaint

      Date:03/11/2023

      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.
      I purchased a full year and paid 300 lump sum for 12 months. I used the gym 3 times starting in August 2022 and my last visit was 9/2/23 before I moved away to **** where there is no 24 hr fitness. In March 2023 I moved to ***** and there is a 24 hr fitness. I am needing an upgrade to national to use the vegas club and they said to call Moraga. The manager **** at ****** said she cant upgrade me to national. So essentially Moraga stole 11 months of service that I paid for. I highly advise anyone to reconsider joining this 24 hr fitness or any other as they commit fraud and steal your money and are inflexible by writing crooked contracts to steal money. When you pay for a service you should receive the service. I am filing this BBB complaint against Moraga 24 hr fitness with **** named as the manager and I am also filing a complaint with the corporate office. I encourage anyone else who has had similar problems to do the same. I should also mention that the 1st day I was at this Moraga 24 hr fitness that a man was complaining that his car was stolen after parking to workout. His keys were in the combo lockers that only staff can unlock. That raises a question of the caliber of employees staffed at this location. How many more cars have been stolen there?

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

    • Initial Complaint

      Date:03/09/2023

      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 is the most disgusting establishment I have ever been to. Nearly half of the equipment is broken, the showers have mold, two sinks half way work in the womens restroom, there has been f**** in one of the broken toilets for WEEKS, another toilet leaks dirty toilet water all over the floor, the waste bins for female products is never emptied, theres hair all over and dead insects. The paper towels to clean the machines with are usually empty. Theres machines missing parts, theres machines that are in use but still broken. *** emailed the district manager and heard nothing back.

      Business Response

      Date: 05/30/2024

      However, we did have several contacts with the member and club made most improvements and repairs

    • 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

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

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